Kiwi.comReviews 2,193

Our flight was cancelled for work and I cant get a refund. The airplane when on the tarmac turned around, went back to the terminal and we had to get off. We were told the flight was cancelled. We were left at the airport with no help.
We managed a get a twin room in a nearby hotel for 3 of us.
Someone back in the UK managed to arrange another flight with BA for the next day.
Our company booked 1 flight direct with Ryanair and because it was cancelled we have got a full refund for 1 of the tickets - booked direct with Ryanair flight.
The 3 tickets booked indirectly through Kiwi we cannot get any sense out of them to get a refund for the cancelled flight. I have spent alot of time and engery dealling with Kiwi
Because they made the booking, and we paid them they have to get the refund which is like banging your head against a brick wall.
Ryanair said that Kiwi would have to get the refund back and Kiwi would refund me - This has not happened.
Would I use them or recommend them again - DEFINATELY NOT #Frustrated and out of pocket

The company don´t help ou if there is changes in the flight made the airline. They only say that they can help because you didn´t get the extra support. But in this case The change was made by the airline. The Kiwi say cancel, and we will give you 10€ with us for the next trip. And after they cancel the ticket and get all the money for then. GREAT COSTUMER CARE, i 1st and last buy in this website.

Booked a connecting flight, one plane got cancelled so I was left with no options but a credit of 10euro for a 130gbp flight, then used the credit to booked another one at 40gbp, again a flight got cancelled and all they offered me was paying more money and in some of the case a lot more. So I found another flight for 14gbp which was direct. For me to still have to pay extra for the cheaper flight.

How does that work. Then to add insult as I choose to change my flight (but I didn't choose to cancel it) Kiwi wont get me a refund for a cancelled flight. Oh and if you want Kiwi to chase the airlines for a refund they charge 20euro! When it wasn't even my fault, so it should be granted without any issues. Am I wrong in saying that?

Will not be using Kiwi again thats for sure, as even there responses are scripted without personal touch. Like it's just automated based on your

Despite the airline canceling the flight (which kiwi wasn't aware of before i called) and the need to cancel and rebook the whole flight due to no other option being provided by the original carrier till the next day, kiwi would not refund the full ticket amount.

Awful customer service and 4+ months in constant follow-up to get any resolution.

I booked two BE flights from IND to POP this February 2023. Once I got my confirmation numbers I checked with airline and found out they were legit tickets. I unfortunately had to pay full price thru airlines to use expiring credits but I utilized that to get free checked bags for my companions. They were auto assigned seats but they were good seats and we all boarded in group 1 for military so it was a win win! I have zero complaints and would definitely use Kiki again

My carrier anticipated the return flight by 6 hours, destroying my last day of the trip, BUT the carrier offered Kiwi a refund writing to the email address the create for your booking (I know this because the airline confirmed it to me themselves, and other friends who booked the same flight directly with the airline got the refund).
Although Kiwi policy says that, in such a case, FOR ALL FARES they will offer you the chance to take the refund or accept the change, THEY NEVER GAVE ME this chance and refused to give my money back. They insisted in treating my request as voluntary cancellation. So do not trust in what is written on their website, they will just rob you.

Hi,

I usually do not bother to write a review even if the service is bad. But I feel I should write a review for KIWI since this is scam and people do not fall this at least by reading this. I booked a ticket through KIWI and they missed my last name in the boarding pass and I ended up paying more money in "kiwi services" to compensate for their mistake. I will never ever recommend anyone to book through them again

I bought tickets for Male to Taipei which had a 1.5 hour layover in Bangkok.

The trip was with 2 different airlines and required that we pick up our luggage and check-in for the second leg.

Apparently airline counters close an hour prior to departures, which means we only had 30 minutes to get off the plane, onto a shuttle bus, transferred to the gate, walk to luggage pick-up, get luggage and schlep over to check-in, go through security and get to the gate.

This was impossible and Kiwi.com knows it too. They had some text that the customer was responsible for making the time frame.

The airport they made us go through does not allow transfers within the terminal.

We ended up having to pay for a hotel and taking another flight the next morning.

100% SCAM. Don't ever book through them if your trip is important to you. This company is absolute trash and will extort you while at the airport to get you to pay more for your ticket. They lure you in with lower than normal prices and once you book they'll say the flights have changed but you can pay more money to use different flights to your destination. STAY AWAY, ITS A SCAM

Charging very high extra fees for services like luggage, much more expensive than directly with the airline, they use virtual email address while making a reservation, to not let you check in and manage your reservation directly with the airline. They obviously don't share airline credentials with you, even on your request. Contact with the customer service is very complicated, they answer with huge delays + never solve the problem. In general a horrible experience. Avoid, avoid, avoid

Kiwi refuses to refund over 500$ we paid with the excuse that three weeks before the flight they can give me 10$ of kiwi credit and nothing more
This is plain stealing

Booked a flight out of Hamilton, ON to Cancun and I purchased the 'guarantee' from Kiwi.com in case of cancellation - which I ended up cancelling the flight due to the snow storms we recently had and most flights were cancelled. They are refusing to refund my credit card and instead give me 'Kiwi Credits' which amounted to $14 dollars! This company is a scam and a joke stealing people's money, I don't ever want to use their services again and would advise anyone from booking through this website - they steal your money.

I was scheduled to travel from Mexico City to Bocas del Toro in Panama. With boarding pass in hand I was denied boarding for my flight to Panama as I had 88 days left on my passport instead of the required 90 days. Copa Airlines gave me a credit immediately for a future ticket. Kiwi has not after repeated attempts to provide a same credit for the flight on Air Panama. I would not use Kiwi for any travel as they provide very poor service for their customers. There are many other choices.

Never use Kiwi to book trips. I booked over the phone and the person booked my trip for the wrong dates. I then had to rebook a whole new trip and then when I tried to call and explain the situation to customer service, the best they could do was refund me $10 USD for a $280 ticket that I was trying to cancel more than a month in advance. I then asked if there was any way I could get a flight credit so I could just book my next trip through them. The best they offered was 10 Euros to do so. I will never ever use Kiwi again and would strongly advise the company simply goes out of business.

HONESTLY AVOID THIS AGENCY WITHOUT ANY DOUBT! IF I COULD I LEAVE -0000 STARS … AVOID IN ALL COSTS … BETER BOOK THROUGH FLIGHT COMPANY YOU WILL BE BETTER PROTECTED WITH ALL SUPPORT WITHOUT EXTRA PAYMENT FOR "Guaranteed protection "WHAT THIS AGENCY TAKING FROM YOU but simply any aircraft company will do it for free of charge for you …. DO NOT PAY ANY MONEY TO THIS COMPANY. It is scammer's… if I checked reviews before I purchased with them I would never do that in any costs… PLEASE BE CAREFUL-WHO YOU TRUSTING YOUR MONEY … THIS SCAMMERS WILL TRY TO STEAL OR DOUBLE THEIR INCOMES WITH MANAGING YOUR BOOKING FLIGHTS…IT WITHOUT PROVIDING SERVICES AND YOU WILL PAY DOUBLE TO BUY NEW TRIP ANYWAY. I WISH I CHECKED REVIEWS BEFORE I PURCHASED THROUGH THEM PROBABLY WOULD MY NERVES TIME MONEY AND ACTUALLY YOU CAN GET THOSE SERVICES FOR FREE WHERE THUS AGENCY TAKE MONEY FOR THEM!I I Hope I WILL SAVE AS MUCH PEOPLE NERVES, TIME, FINANCES AND HOLIDAYS. PLEAE DO NOT TRUSR THIS KIWI.COM SCAMMERS

The worst experience ever! We purchased tickets in June for flights in November (Belgrade-Tenerife-Belgrade), then we had to choose paid alternatives due to airline changes (disputed was return flight). It would be ok, if it was the only change. A month before our flight, we had to choose another unacceptable paid alternative with over 25hours for the flight from Tenerife to Belgrade. At the same time, they had a better offer for new passengers than for us (flights which last about 8hours). Directly, I asked for that different offer and they were professionally avoiding the answer. Somehow, they accepted to allow me to REQUEST other alternative and refused my request, of course. We decided to find solution on our own and I requested a refund from the disputed airline directly. As Kiwi purchased tickets on behalf of us, they received a refund of $140.40 (I have proof of it - airline sent me). When I told them about it, they refused to get my funds back, so the conclusion is that they stole my funds!
I have to mention, they were trying to offer me their assisted refund and they didn't offer me a refund with Kiwi credit (I'm whondering, why?!)
There are a lot of details that happened during our "communication", but I don't want to go on too long. AVOID THIS SCAMMER PROVIDER!

P.s. Take a look on a proof of refund by KLM directly. Even Kiwi knows that, they declined to get my funds back.

I am extremely disappointed with Kiwi.com. I booked a flight through them and it was cancelled due to the airline, however, they were unable to provide me with a suitable alternative flight within my budget. They offered me a refund but it would take approximately 3 months and there was a 20 EUR handling fee. On top of that, the baggage fee I paid for the original flight was non-refundable. I was very frustrated with the lack of customer service and the lack of options they provided me and I would not recommend using Kiwi.com to anyone.

Booking number *******. After filing a complaint and long correspondence, the Kiwi.com service admitted its mistake, but decided to return only a third of my expenses! And I'm not sure that even this money will be returned!

My story:
06.01.2023 I returned to London with three children in complete despair. Previously bought 4 tickets on Kiwi.com, flight Krakow-London, departure 05.01.23. The day before departure, I received boarding passes from Kiwi.
I am from Ukraine. As you know, there is a terrible war going on there now and planes from the country don`t fly, so we left by bus from Ukraine to Poland the day before departur 04/01/2023.
We got to the Krakow airport at lunchtime on 05/01/2023. The flight was supposed to be in the evening.! What a disappointment it was to find out at the airport that the plane had already left an hour ago! The Kiwi.com service made a gross mistake in the boarding passes. Wrong departure time!
I had to buy tickets for the next flight for 780 Euro and spend the night at the airport with three children. We left on a connecting flight early the next morning. In total, we traveled from Ukraine to London for three days.
It is unacceptable for the service to make such a mistake! Of course, I filed a complaint and after long correspondence received a decision on compensation of only 242 euros (this is only a third of the cost of new tickets). On February 21,2023, I received a message from Kiwi in the mail that the money had been sent. Today, 05/03/2023, I called the bank, I still have no money. I have read a lot of bad reviews about Kiwi.com and I already doubt they will refund this money.
I am going to appeal the decision of the service and contact the UKICC organization. Maybe someone has a similar experience and you can tell me how to proceed.
Thank you in advance.

I bought a ticket Pattaya-Dubai-Tel Aviv-Vilnius.
I wasn't allowed on board on a flight Dubai-Tel Aviv because the layover was too short (Kiwi sold bundles, connected tickets, so I trusted that they know regulations).
Long story short, I spent 10hours stuck in Dubai, they sent me to Warsaw instead of Lithuania. I then had to buy a ticket from Warsaw to Vilnius at my own expense. You know what was Kiwi response? You guessed it - we cannot control carriers. :) even though they sell tickets and do not check layover times and regulations for them.
Customer support is robotic, mechanic, zero empathy, denied everything, didn't take any responsibility, left me alone solving my problems trying to return home, stuck in airport. At the end, all I asked was at least to refund money for that extra ticket I had to buy from Warsaw to Vilnius. Nope. Not gonna happen. :) Never again I will use this broker.

Worst experience ever. We booked a flight with connection, and two days before the flight, the first airline forced us to take another flight, although the original one did the flight without us. They said we can ask for refund, as the airline changed our schedule, but that we had to do through the agency (kiwi) and not directly with the airline. After a month of battling, we got zero refund from kiwi, and the airline insists it cannot do the refund directly. Kiwi says the airline does not do refund, but the airline directly to us says they do. Are they getting the money for themselves? Total scam, I will never use it again, a lot of money wasted because we had to buy a ticket at last minute. Although the customer service people is nice, it is totally useless.