Kiwi.comReviews 2,193

Please don't buy ticket with this app, you loose all your money, I'm still waiting for my refund it's almost a month, flight got cancelled due to weather, carrier confirmed refund was processed, but kiwi still saying the same answer that they didn't received and waiting for refund( it took me 10 minute chat with carrier to confirm the status, they shared the date and refunded account details as well,I shared cancelled ticket and chat screenshot as well) stay away from this scam( my confirmation numbers DHZU9L and HBHW8L), I'm tired with these guys still struggling to get my refunded, looks like scam be careful, I learned my lesson, just for $20 now I'm loosing $306, don't fall with this site

Last March I bought flight ticket for my family to go Mongolia from UK and after a month they emailed our flight has been canceled. Just that. No more way.

We tried to call them but no answer, email them four times then got replied should find alternated flight instead.

Their alternate flight mean,, so funny.
Have to buy another flight ticket with Kiwi with full amount again and old ticket will refund in 90days.

I already paid for flight around 3000 pounds but they asked me another 3000pound for new ticket.
Can anyone understand?

Kiwi flight cost is bit cheaper than others in sky scanner but I guess they do their business like this.

If customer buy ticket they email to customer to cancel just oneway and asked another ticket with full price. It means they can take their commission twice,,,

I was not trust them so asked full refund but they emailed will takes 90days and will be very small amount.

I do not canceled myself they canceled my flight one way first. Why refund process is so long and just small amount i can get.

I emailed them two weeks ago twice for how is processing but kiwi did not reply me and delete my review now.

They are like scam.
Terrible customer service.
Avoid kiwi if you don't want to ruin your trip.

I bought some tickets internationally, one way tickets had to pay for baggage even the carry-on, which was awfully $355, then going back was even worse, i had two reservations (according to airline), pay for my 3 luggage plus carry on for first flight, make immigration process to get my luggage PAY again same amount to continue my trip in order to get back to my country, this was more expensive than even first class ticket straight with airline with all baggage included. NEVER USING THIS METHOD AGAIN.

I purchased tickets for 2, choosing seats and a luggage option to Barcelona. Two weeks later I get an email saying they are refunding me the seat option as they couldn't process the seat assigments, due to a system error they say...fine...but then I noticed 2 different confirmation codes, one for each passenger, and handled by different carriers (Iberia, Level)...so I have to go on to 2 different sites to add seats. Then I noticed the luggage option was not purchased with the airline, despite me paying fot it. I contacted Kiwi a couple of times, each time the agent assuring me it's there - I called the airline directly, no it's not there. Got back to Kiwi, told them this, sent them screenshots, and they replies, oh, we have carefully checked your trip, and unfortunately it has not been added, we will purchase now, and send you a confirmation email - well, 24 hours later, still nothing - their customer service is nothing short of incompetent and I will tell anyone and everyone to steer clear.

First time booking with them. They told me they could not "Cancel" my ticket even though it was still being processed ( Their website even stated they would be able to cancel/change before it was confirmed). When I called them, they told me they could change. I told them to cancel the tickets- she puts me on hold to do so. Next thing, she comes back and tells me she can't cancel it but that I could change it once it is confirmed. I see that it gets confirmed and then see they can change it BUT WILL STILL CHARGE ME FOR A WHOLE NEW FLIGHT. WORST TRAVEL COMPANY.

I booked an itinerary using GOOGLE FLIGHTS, not knowing that Google ends up redirecting you to other websites to make the actual purchase. I put a 24 hr hold on a price (freeze) for $27.00.

Next morning I go in with the code KIWI provided to proceed with my booking and I got a message saying "Sorry, your freeze has expired". It had been 16 hrs, not 24...so this was a total lie.
This and the fact that I read about people paying for extras that where not honored by the airline discouraged me from buying anything through them. I went directly to the airline and got my tickets there.
Airlines nowadays have the same prices and all the fees are disclosed and explained there. At Google Flights, it is harder to see them - like I never saw the alternatives for baggage or seats, which were WAY more clear at the airline website.
So I lost my $27 - they were good for nothing.

Worst website ever! Canceled flight and didn't let us know till one hour before! No refunds NOTHING! Non accommodating! Just a horrible flight website. They sorry no refund or credit. They said just go online and book another one! Totally ruined my wedding! POS!

Kiwi.com it's the worst place to purchase tickets. They will not refund your money regardless of time or situation. They have the balls to refund you $10 out of your $500 spend and literally are stealing hard earned money. THE WORST OF THE WORST. DO NOT EVEN THINK ABOUT DOING BUSINESS WITH THEM BECAUSE THE EXPERIENCE WILL BE THE SAME.

No response and no feedback to answer the immediate need of a customer! The only SURE answer I got from the four agents were " ASAP". After eight day's waiting, still on the process! And the last agent commented on me as " impatient"! Will she be patient as me? I doubt!

If I could rate them minus 3 stars, I would.
Connection flight (Marseille-Gatwick) got cancelled. Can happen. We were given the option to reschedule for the following day, which we did online. All good. Then we got a call from Kiwi saying they couldn't put us on that flight (full) so the other option was to go to Shannon (Ireland!) the following evening, sleep there, and then fly to London the morning after. So instead of arriving Sunday evening, the ONLY OTHER OPTION they gave us was to arrive on Tuesday morning, with another connection flight. Unacceptable! I told them that it would take less time to go by train Marseille-Paris-London. They didn't give any other option. I told them we would rebook ourselves and they would have to pay us back. The man on the phone was extremely cheeky and said we didn't accept their solution because it wasn't a direct flight, to which I replied I didn't care how we would get to London, but we needed to be there before Tuesday - he tried to twist my words. So we bought tickets Montpellier-Gatwick for 2 people. The overall cost (new tickets, train to Montpellier, and overnight stay) was 503 EUR for two people, which is reasonable. We submitted our claim to AirLine, which came back negative, saying EasyJet had rejected our claim, due to the reason for the cancelled flight. But our issue is that Kiwi didn't give any other solution apart from arriving to London 36 later... from France!
Now, I can't even get in touch with Kiwi about claiming the money! There is no way for me to contact them (specifically phone, the chatbot is a joke!). Not only did they give the worst possible solution to a cancelled flight, they also give you no possibility to liaise with them. Worst experience ever. Stay away from them - I know we will.

With this company, you may save money in the beginning. Ano I have been waiting for a refund on a canceled flight since November 2022. Don't use this company you will regret it.

DO NOT USE! BOOK DIRECTLY THROUGH AIRLINE! Kiwi unlawfully terminated my flight itinerary on the day of my departure. I had to pay double the price for a new round trip through a different service. Kiwi is attempting to not issue me a full refund despite their unnecessary cancellation with the airline. Never trust this website or their call agents!

Three checked bags added into my cart which I did not want to. They charged $174 extra for no bag. I asked them to refund the charges, no one did from this company!

This is a fraudulent company. I would not be surprised if they had multiple ongoing lawsuits.
I booked a round trip to and from NY to Catania, Italy. On the front end of the trip, there was an airline strike for over 24 hours. On the backend of the trip, a volcano exploded.
Both clearly uncontrollable events that are outside of the ordinary - Kiwi said they could not refund or rebook any of my travel plans. I ended up having to spend an addition $1000 euros to be in Italy for 48 hours, with multiple layovers and unplanned hotel expenses in random countries. They were completely unhelpful - No one answers the phone, and if they do, you can't get connected to a Supervisor for 4 hours. If I had just booked my flights directly through the airlines myself, all of my travel would have been covered under a regular airline policy - and I ended up paying a total cost of twice the normal amount because I even bothered to use kiwi in the first place.

They cancelled my flight from London to Atlanta, and when shown options to request a refund or change itinerary, I was able to receive 100 euros in site credit or I could pay the price of ANOTHER FULL FLIGHT to change my itinerary that THEY CANCELLED. I selected the credit option, and I never received the credit. I ended up having to pay for a new flight home from London. I will NEVER use this website again.

If I could rate this zero, I would. I have had an absolutely HORRIBLE time with this company. After booking for a bachelorette months in advance, we received a message that there was a 7 hour delay, which does not work with the schedule. I called and the first agent was not able to change anything without any fee, despite the fact that it was such a drastic time difference. I asked to be connected to a manager, and there was no manager on. 40 minutes down the drain. Since, I've called at least 5 times to which there has NEVER been a manager. Each time I've been told that a manager would call me back and they never did. I have never dealt with such an unprofessional and non-empathetic airline in my LIFE. The kicker—other girls on the trip who purchased the same ticket were able to get their flights changed at NO cost. The same ticket plan as mine.

At this point, I need to cancel for a full refund as this has ruined the trip. I won't even be there for the bachelorette timing needed as we're staying 2 hours away from the airport and therefore need to transport there together.

Thanks kiwi for ruining such a special time in my cousin's life. DO NOT BOOK THROUGH THIS DEPLORABLE COMPANY.

Do not buy from this company. I purchased a ticket for my son and I to fly from Newark to Paris. When we arrived at Newark there was no ticket for my son. When I called kiwi the woman said she could do nothing but open an investigation. She stated that someone would call me but no one did. I was forced to buy another ticket for my son. I still have not been able to reach anyone directly and was told through a chat bot to apply for a refunds on line and if approved it would take 3 months to get a refund. They should be shut down.

Bought a ticket with kiwi for iberojet company. According to iberojet i have the option to change the date but it has to be done through the broker (kiwi.com) which is the normal practise. The problem is kiwi doesn't want to contact the airline and manage the change because ACORDING TO THEIR POLICY THEY DON'T DO THAT. So even if you have that option kiwi won't do it and they try to sell you a new ticket. Extremely abusive. BE CAREFUL BUYING AT KIWI.COM!

DO NOT USE THEM
I book my flights across Europe only for the time to change to a point that I would not have been in the country to catch the flight.
Kiwi.com classified this as a minor issues and refused to help. Stupidly I booked another set of flights that worked better with the time frame to get to Ireland for my mates wedding but didn't click baggage. Kiwi.com wanted to charge a $52 fee on top of the actual luggage cost for me to do that.
Customer service was so inconsistent, 5 responses from 5 people who conflicted each others responses but still refused to waive the handling fee for me to add luggage.