Kiwi.comReviews 2,193

BEWARE OF KIWI- I initially booked 2 round trip tickets to Denver through Kiwi for Nov.17- Nov. 20,2022. For personal reason we had to reschedule, and I was told that we would get a partial refund. I have received nothing. Our trip was rescheduled for Jan 19- Jan. 22,2023.

On Sunday Jan. 22 we were scheduled to fly out of Denver at 4:09 PM. At 12:40 PM, while still in Boulder, an hour from the airport, I got a text from Kiwi telling me that our flight has been moved up to 1:15 PM! I checked the boarding pass that I downloaded from Kiwi that morning, and it said 4:09 PM. We rushed to the airport, got there at 2 PM, and were told by the Frontier supervisor that they could put us on a flight 2 days later, the problem was with Kiwi, and they would not take any responsibility. Meanwhile, I was still getting texts from Kiwi that our flight was due to leave at 4:09. Our only option was to get very expensive last minute one way tickets ($373 each) on another airline and sit around in the airport for 6 1/2 hours. The round-trip to Denver, which was originally supposed to cost us $353 for the two of us, ended up costing us $1500.

I will be satisfied with nothing less than a full refund. I do not intend to keep quiet about this.

Kiwi is the only site out there that Will not credit your money back even it's within 24 hours of your booking. Think twice before you book

They are thieves. They take the customers money and give the customers the run around for their money. I waited a refund from them for almost a year and they sent me an email now saying the airline refused to give you the money. I purchased a 2 way ticket and I got a notification saying the the airline cancelled my flight back to the US, so I told them to give another day stead and they told me they couldn't so I said I will find it from another airline but I need my money since it's their fault. They told me to wait and I waited for a year and they finally sent me an Email telling me the airline will not give any refund to agency. The worse part is you won't be able to speak with anyone. Absolute garbage! Stay away from them. Don't Evan check a flight on their website. Worse customer service. Ones your booking number is no longer working, even though they still have your money, there is no way you can speak with anyone.

Very bad company try to take money not fair. Believe me be aware and dont ever try to order from
Them

INFLATED BAGGAGE FEES (5X the real amount) AND SCAM REFUND POLICY! Kiwi claims on their app that you can save money by paying for baggage fees at the same time you buy your flight ticket. They charged us 140$ for baggage, for what turns out is normally a 30$ charge. We only found out because, upon arriving at the airport, the airline advised us they hadn't received payment from kiwi for our luggage. We then had to pay for baggage with the airline anyway. Total cost? 140$ (kiwi) + 30$ (airline). The kicker was that kiwi then refused to refund either the 140$ or the 30$ charge (even with the baggage charge receipt in hand), saying their systems indicated we had checked a bag (what?). Never again, I'd rather swim to my destination than book through kiwi

Kiwi.com claims that carriers cancel flights & then refuse to give a refund. If you call the carrier, 9/10 they'll say that the flight was not canceled in the first place, maybe delayed, but if it's cancelled, they refund their customers... meaning that Kiwi.com receives the refund, but the customer does not. I don't know how Kiwi.com is allowed to literally steal money from their customers.

NEVER! My worst experience. I will never buy a flight ticket from those websites again. My flight was cancelled and guess what? They have not refunded. I have been waiting for the refund for '8 MONTHS'. You can never contact them if things go wrong even if you have paid extra for being able to communicate with them. That is what you can only find in terms of solution> 'Your refund might take a very long time.'

Least helpful agent I've ever had. They claimed to have a "Kiwi Guarantee" and then my carrier changes one flight so I could not make the connection... they were no help at all and kept offering alternative flights that made no sense (most of them still missed the connection, sometimes they were taking me to a different country... helpful).
They had no local phone number to call so everything was done on the app and they were extremely unhelpful. I requested a refund at the end of October.

UPDATE: 31 January

I requested a refund at the end of October and was partially refunded. The ticket booked was with a number of different carriers and Kiwi claimed that Emirates had not yet refunded their portion... however after several months of chasing and consistently being told this, I decided to check directly with Emirates, who informed me that they had refunded this to the agent at the END OF OCTOBER. I am still yet to receive the refund and it's now the end of January. After I showed them my message from Emirates, the latest excuse I was given by Kiwi was that "it is up to banks to transfer funds from one account to another. International's [sic] bank transfers can sometimes take longer than expected, and unfortunately, we can not speed this up in any way." Oddly enough, after I challenged them on this, they then reverted to "We have already requested a refund from the airline for all the flights and we are still waiting for the airline's response."

So how can I get a response quicker than the agent?! Isn't that their job? Incredible load of rubbish. I still haven't been refunded. Don't ever use this travel agent

I am a frequent flyer. I used for the first time in my life kiwi.com and bought ticket from Zanzibar to Amsterdam via Rome. After 3 days the first part of my trip was postponed by carrier Neos.it, so I could not get in time to second flight from Rome to AMS. So I asked kiwi.com to rebook my flight - and they offered me flights with duration 33 hrs and longer!
Then I found myself flight Rome to Ams only 1,5 hrs later than my original flight and they refused to rebook my flight and asked me to pay for it myself more than 200 EUR! Ridiculous company!
And kiwi.com also did not inform me, that if I book a trip with kiwi.com and not firectly at the carrier, I will be subject of departure tax of 54 USD at the airport!which I had to pay at the airport,!

I had a terrible experience traveling with kiwi.com. One of the airline tickets I purchased was rescheduled hence delayed and it seemed like every step of the way was a hassle. Customer service was unhelpful and unresponsive, and I was left stranded at Dubai airport. In addition, their kiwi.com guarantee is a joke and I ended up spending double the money I anticipated as I had to book a new flight at the last minute from Dubai to London. I would not recommend kiwi.com to anyone and will not be using their services again in the future. I really wish I had seen all their customer reviews online before engaging with them. AVOID!

Trzymajcie się z daleka od tej firmy nie kupujcie u nich nic kupiliśmy lot musieliśmy dopłacać ledwo co dolecieliśmy

Delta canceled my flight and kiwi offered no option except to book another flight at full price with no refund, and only a 10 euro credit towards the new ticket. The customer service representative could not explain anything, kept putting me on arbitrary hold and hung up on me three times.

The reasonable option is to credit the amount paid towards another flight, when the change comes from the carrier, completely out of the passenger's control.

I had booked with Kiwi for a flight from Melbourne to Calgary (with 2 stops) and the day before my departure I was told that my first flight had been delayed by 14hrs meaning there was not enough time to catch my connecting flight. I was presented with alternate flights, all of which also had me arriving with insufficient time to catch my connecting flight. So I called customer service, they were awful, they yelled at me telling me 'you have been given options, choose one' (all options involved me paying more money) when I tried to explain that none of the options allowed me to catch my connecting flight, they continued to talk over me and yell at me saying you are welcome to cancel your flights. I ended up cancelling (with no promise or guarantee of a refund) and purchasing a whole new flight at a huge cost. When I tried to get the $200 back that I had paid for additional baggage (which I didn't use because I didn't fly) they refused telling me that there was no refund on additional services. When I tried to escalate this to a supervisor or a governing body, they advised me there was none and that I wouldn't get a refund no matter what I did as this is their policy. THEY ARE CROOKS. Plain and simple, unhelpful, rude, crooks that hide behind their policies to take your money. DO NOT BOOK WITH THEM EVER!

They say use your apt to check your booking. It says you have no flights.
Went on line it says. You have not flights.
No bill of sale or info. Lucky I printed the page. Four emails says check in with airliner. But at not time did they send the conformation codes! Had to call the 5 times for that. Note they have a lot of trouble with English, But do try,
They charged me 40 dollars for check bag. Spirit Air charged me 55 for one way and $78 for return.
Still waiting for Silver Air prices.
To top it off. They sent Kiwi address and email and your email and address. So airlines do not know who your are.
I spent 5 hours on phone. Still waiting for last airline to call back.
IF I HAD IT TO DO OVER. I WOULD SKIP BOOKING D. COM AND KIWI.COM, AND BOOK WITH AIRLINES.

This is the biggest scam in my flight history ever! I purchased tickets from Istanbul to Cancun for me and my fiancé. First we can get confirmation for 3 days, then they confirm only one ticket with price change and the date. And then if you want to keep your ticket you have to pay additional 400 euro! WDF?! Then they refuse to give your money back. I hope they go out of business!

January 20,2020 - Booking number 103 305 785 - 4 flights, 3 companies, 4 passengers - payed 5,648.01 RON, including AirHelp Plus

April 25,2020 - Flights canceled, payed €20 fee for Assisted Refund by Kiwi

July 31,2020 - Received a voucher from one company, Ryanair, 283.96 EUR (PNR: S6DN8J), but I can't use it because you chose randomly one of the passengers, not the person who made the booking. Ryanair said they can't help, they said Kiwi has to fix it. So a useless voucher.

May 17,2021 - I contacted Kiwi and asked for a refund. Received nothing.

June 11,2021 - I contacted Kiwi again and asked for a refund of the remaining amount. Received nothing.

Mar 13,2022 - I confirmed to continue waiting for your refund with the carriers, declining to receive just 30% of the amount.

Jul 18,2022 - I received 1,165.47 RON in Kiwi credit,

In summary:
1. Payed Kiwi 5,648.01 RON
2. Received a voucher I can't use from Ryanair because it was issued on the wrong name, one one of the passengers, not the account holder - 283.96 EUR (1618.4 RON). Ryanair said they can't do nothing about it.
3. Received Kiwi credit 1,165.47 RON
4. Missing a refund of 2,864.14 RON (!) and got a useless voucher.

Worst experience! Never again!

This company really plays with customers money, I used this service last January, big surprise! This company used a stolen credit card to pay for my flight! The blue company canceled my ticket and I lost my money! Do not use these services!

DO NOT USE THIS SERVICE IT IS A RIPOFF! My flight was extremely delayed due to weather and when I arrived in London for my connecting flight all airplanes had been grounded until further notice. There were no gate agents or airline employees to be found. The airport was in total chaos, with hundreds of stranded travelers in hopelessly long lines. Internet access was extremely slow and almost impossible to access. I took the only taxi I could find to the only hotel I could afford, and returned the next morning. I waited hours in a massive crowd hoping I could get some help getting home. I explained that I was U.S. military and urgently needed to return to my base. I was informed that I could book a flight for the following day and request reimbursement later. I did that since I had no choice. I have since been refused reimbursement repeatedly as I did not "take the time to properly follow the instructions on the Kiwi website." Needless to say I will never use Kiwi, recommend it to anyone, or pass up a chance to retell my experience. If I could give a lower rating I would.