Kiwi.comReviews 2,193

My mother had to flight from JFK to Sofia Bulgaria. We made a HUGE MISTAKE to get tickets from Kiwi.com. Not only that the flight was bad, but they lost her luggage ( which we paid $130 for) and when I called to see what can be done, I spoke with a person that didn't speak much English and refused to let me talk to a manager. I will never use this company again, and will never recommend it to anyone

We used kiwi.com to book a number of flights on a trip for us. On the last one going home we went to the airport who told us that this specific flight had not been flying for a month. We therefore called kiwi.com who blamed the flight company and could not help us. The alternative flights (which we had to pay ourselves) were not real options and extremely expensive. We therefore had to stay an extra night, spend more holiday and book a new flight the next day. We did get refund for the cancelled flight, but spend three times that on booking a new flight and lost one day on it. Terrible experience.

Reservation number: 330 188 067
The airline company I booked with went bankrupt. Even though I did not cancel, Kiwi is refusing a full refund with various excuses. I've experienced so much stress over the past few months because of Kiwi.com, and it's really hard on my heart.

1. The airline went bankrupt, and many passengers were unable to board the flight, so they requested cancellation and refund from Kiwi.com.
2. Kiwi.com kept in touch with me for a few weeks, made various excuses and refused to refund, and contacted me that the flight was canceled just a few days before the flight.
3. As a result, I had to pay a lot of money because I had to book a flight again suddenly, and my travel plans were disrupted. It was a trip with my parents, but the travel plans suddenly changed and they suffered a lot.
4. I explained the situation I had been through to Kiwi and asked for a full refund again, but they said they would give me a 'subsidized refund' that I had never heard of. I asked for a reason to explain why a full refund was not given, but I did not hear the reason.
5. I talked with Kiwi.com for a long time, but in the end, I realized that they were only wasting time trying not to give me a full refund, so I applied for mediation of overseas disputes through my credit card company.
6. In the first adjustment, Kiwi again refused to give a full refund. After reading the documents that Kiwi.com sent with the reason for rejection, I felt again that it was the worst company. Even documents that are public documents were sent with broken letters. I couldn't even figure out what the text was about.
7. The 'subsidized refund' that Kiwi.com gives is that it gives back to me as much as it gives a refund to the airline. However, I saw several reviews saying that Viva Air, which recently went bankrupt, gave a full refund.
8. So, I once again asked Kiwi.com to give me a full refund as Kiwi said since Viva Air gave me a full refund.
9. Then, suddenly, kiwi said needed a refund certificate. But Viva Air is bankrupt, so customers have no way to contact the airline. Kiwi.com is aiming for this. Kiwi.com said as if Viva Air did not give refunds, but it was actually Kiwi.com that did not refund.

I have briefly described my experience so far. What I learned from communicating with Kiwi for several months is that this company is the worst of all bad things. Perhaps you will suffer the same damage as me if you book through Kiwi. As you know, Kiwi cannot be consulted over the phone. When I call, the call does not connect.
And being a foreign company, many individuals are victimized by scams like this, knowing that customers cannot actively protest.
Recently, in our country's news, a site called Kiwi.com came out on the news that it is a company that damages and scams customers.
Everyone, please share my writing on social media or related sites. So I hope you don't experience such an unfair situation like me.

I recently had the misfortune of booking my flights with Kiwi, and what should have been a smooth and enjoyable trip turned into an absolute nightmare. I am utterly disappointed with the way they handled my canceled connecting flight, leaving me stranded and forcing me to pay exorbitant amounts of money for a solution. This experience has shattered my trust in this company, and I strongly advise everyone to stay away from Kiwi!

First and foremost, the cancellation of my connecting flight was completely unexpected. I understand that unforeseen circumstances can arise, but the way Kiwi handled the situation was utterly unacceptable. Instead of taking responsibility for the inconvenience caused, they shamelessly put the burden on me. Their lack of empathy and willingness to assist customers is appalling.

When I contacted their customer service, I was greeted with a dismissive and unhelpful attitude. They insisted that I had only two options: either pay an outrageous fee to change my flight or accept a partial refund. Seriously? I trusted Kiwi with my travel plans, and this is how they repay their customers? It felt like they were trying to squeeze every last penny out of me, without any regard for the distress and inconvenience I was facing.

The absurd charges they demanded to change my flight were nothing short of a rip-off. Kiwi's complete lack of accountability for the disruptions they caused is simply infuriating. They should be the ones bearing the cost, not me!

At this point, all I wanted was a simple refund so I could arrange an alternative solution myself. But, of course, Kiwi was not willing to accommodate even this basic request. Their so-called "partial refund" was a mere fraction of what I had paid, leaving me significantly out of pocket.

Kiwi's lack of transparency, poor customer service, and disregard for their customers' well-being have left me utterly disillusioned. They have proven themselves to be a company that cannot be trusted with one's travel plans. I urge everyone to avoid Kiwi at all costs and opt for more reliable and customer-centric alternatives. Save yourself the headache, frustration, and wasted money by steering clear of this company.

Kiwi, you have lost a customer for life, shame on you for taking advantage of unsuspecting broke students and treating them with such disrespect.

One of my flights was canceled one of my flights 2 hours before takeoff and I missed my connection. All rebooking options were for the next day and would have costed my credit + more than booking a new flight elsewhere. When canceling they gave no refunds and they pawned all the responsibility to the airline's and the airline's say they are responsible. Do yourself a favour and book directly with the airline's as you could pay triple the amount!

SCAMMERS AND FRAUDULENT ACTIVITY! THE SITE RETURNS ERRORS WHEN BOOKING FLIGHTS, WRONG DATE AND HOUR, NOT BY FAR WHAT THE CLIENT SELECTED. ONLY AFTER THE PAYMENT THE WRONG BOOKING DATA ARE RETURNED TO THE USER. I'VE PAID 3 TIMES IN THE ATTEMPT TO BOOK 2 TICKETS FOR AN URGENT FLIGHT AND NO REFUND RECEIVED FOR THE OTHER 4 TICKETS PAID FOR NOTHING. EVEN IF THEIR SITE RETURNS ERRORS THEY REFUSE TO RETURN THE MONEY THAT THE FLIGHT OPERATOR REFUNDED TO THEM IN ORDER TO BE REFUNDED TO THE CLIENT!

On May 2023, I booked a flight from Jogyakarta to Kuala Lumpur. But my dad has been taken ill and I would like to postpone or cancel my trip...unfortunately there is no facilities to help me do this. They just make it so hard for us to cancel. Paid RM1737 for this trip. The app does not give us a window to retrieve our booking info e/though I key in the PNR no. I have an air asia account- so I thought it was the same thing when I booked. Obviously its a scam! If you see anything related to kiwi.com -DONT CLICK ON IT! Negative rating. Dont even deserve 1*

Kiwi canceled our booking one week after the charged the money from our account! All was booked! The worst agency i ever worked with! RUN AWAY AND NEVER DO BUSINESS WITH THESE SCAMMERS!

I recently had the unfortunate experience of booking my travel arrangements through Kiwi.com, and I must say, it was an absolute nightmare from start to finish. I feel compelled to share my grievances and warn fellow travelers about the terrible flight change policy and abysmal customer service offered by this company.

First and foremost, Kiwi.com's flight change policy is nothing short of a disaster. It is evident that their primary concern is not customer satisfaction, but rather maximizing their profits at the expense of their clients. Dealing with their customer service team was an exercise in frustration, as I was met with a lack of empathy and a series of evasive responses that left me feeling utterly abandoned as a paying customer.

The flight change policy itself is convoluted and filled with hidden clauses designed to deceive and frustrate customers. It became apparent that their priority was finding any excuse to retain my hard-earned money, rather than providing a fair and reasonable solution to my change of flight request. This lack of transparency and integrity is deeply disappointing and reflects poorly on the company as a whole.

Moreover, I cannot overlook the shockingly poor customer service provided by Kiwi.com. The responses I received were riddled with errors and inconsistencies, as if they had been clumsily translated using a subpar automated tool. It was clear that their customer service representatives lacked both the competence and the desire to address my concerns effectively. This level of unprofessionalism is unacceptable for a supposedly reputable travel agency.

The use of automated translation tools not only hindered effective communication but also displayed a lack of respect for non-English-speaking customers. Every individual, regardless of their language, deserves to be treated with dignity and respect. Kiwi.com's dismissive attitude and lack of genuine concern for their customers only served to further aggravate an already frustrating situation.

In light of my terrible experience, I implore fellow travelers to avoid Kiwi.com at all costs. Their flight change policy is designed to exploit customers and their customer service is simply abysmal. I urge you to consider alternative travel agencies that prioritize customer satisfaction, transparency, and professionalism.

I have reached out to Kiwi.com multiple times, demanding a resolution to my flight change issue and appropriate compensation for the time wasted and the stress endured. Unfortunately, they have failed to address my concerns adequately, leaving me with no choice but to share my harrowing experience with as many platforms and websites as possible. It is my hope that by doing so, others will be spared from the frustrations and disappointments I have endured.

Please heed my warning and steer clear of Kiwi.com. Choose a reputable travel agency that values its customers and provides a reliable, transparent, and customer-oriented service.

First experience and ruined trip. They have an awful app with different information about your luggage, they didn't mention anything about the type of 'cabin luggage' I was buying and now I have a lot of problems, ruined trip and additional payments because they don't really care about their customers. Customer support (even VIP support) will send you templates and that's all. If you want to have a headache and a lot of problems before the important trip, use kiwi.

The problem started when apparently one flight out of our itinerary got cancelled, affecting some other transfers for us. You can't request a refund until the whole trip is completed. I have been waiting for 7 months and still no sign of the refund. Customer service is dismissive, saying they are waiting from the airline (this is nonsense) and now say that they can't provide the refund to a new bank account I need to open after changing the credit card I paid with.

I put my name wrong, and then they said they only could get 10 euro credit, or I had to pay a 30 euro handling fee and fee that the airline would charge. Kiwi worked for 11 years, but they know how much the airline costs to change names. They are the worst website I have never had. DO NOT BUY FLIGHT THROUGH KIWI.COM

Unbelievable. I used kiwi in the summer, I had the worst experience in my life, I shared here my experience & they refunded me with the amount they stole from me (200€) plus an extra voucher to remove my review.
I tried their service again & I cannot believe we are again here. I couldn't add an extra bag while on the site of the airline any other customer was able to & when I asked them about this service, they asked for a service fee. Outrageous. It's not only for the money, I got a penalty of 100€ from the airline due to this & I lost again my time sending dozens of messages on their customer support group.

Probably this is illegal as well. Do not use kiwi. You will lose money( I lost 200 ( they refunded) + 100( they owe me)). You will lose time ( I have sent over 300 messages, with no result). They will cause you stress ( especially in the last time in the time of the flight, is so stressful to know that everyone can book a bag for example & you cannot…).

For real it's the worst experience that I had in any company in any industry. I am not surprised by all these negative reviews. Protect yourself.

Unfortunately a lot of stress and nervous problems. I received a ticket on the phone 6-8 hours before departure and was all on my nerves. I do not advise Kiwi.com - take care of your nerves

Disgusting scamers, riped me of for 300$, stay away from this site, garbage ppl, telling me 48h have to cancel and they passed even if i still have almost 65h till flight, may God give you cancer so you can use that money for hospitals disgusting idiots!

If there's -5, that's more than what they deserve!

Customer service sucks! Hired a bunch of people who don't listen and understand.

Kiwi doesn't have many options for their customers!

I had a flight from Cairo to London with a layover in Marseille. I had the Kiwi layover Gaurantee, the departure flight got delayed 1.5 hours and when I called a few days later to get my money back, the call centre employee was very rude and barely knew anything about the flight claiming the delay was less than 55 minutes even though I recorded down the initial departure (5.35) and the delayed departure (7). Because of this everyone missed their connecting flight. When I called, I was faced with many excuses from "I should've called when I was at the airport in Egypt" even though I had not way to contact as I didn't have a British number. To "the policy has changed". I recommend this company to no one as they are scammers and they are money cows. The call support assistance "ASHISH" seemed like he didn't know a single thing about the company and was just wasting time. He said that at first I was already late then he said the guarantee doesn't cover it then said the manager said there is no possibility as air Arabia is the airline. This company is the worst and this is the second time I go with this booking website and faced issues. No one should book with them as they won't give your money back over the slightest chance

They cancelled my fight. Did not refund me Customer service was none existent.

It's a scam. Avoid at all costs.