Kiwi.comReviews 2,193

I was denied boarding for an intercaribbean flight because I couldn't verify I purchased my ticket as kiwi had bought my ticket with their own credit card and I couldn't provide the airline with the physical copy of the card to verify my identity and purchase. This is a stipulation outlined in the airlines terms that kiwi should be aware of and sensitive to help resolve any issues that may arise from this. They were extremely unhelpful and I was not verified and I had to by a new ticket with the airline. Applying for a refund will take 3 months to process if they agree that it's a valid request. I'm outraged, appalled and saddened for this lack of attention and customer care. Awful service provider. Book directly through airline and avoid using this agency at all cost. They are not reliable.

This company makes your reservation and takes your payment without confirming if there is a flight available with the airline! To make matters worse, they don't call to inform you of their error. Instead they send a very confusing email that simultaneously states you're both confirmed and trip not possible. I tried calling them 2 days in a row. Both days I was left on hold for hours. I had to call the Airlines directly. Please take heed to my warning. Avoid this company!

This is a terrible company to do business with. Recently they booked me a series of flight with very tight connections and when I raised a concern they said not to worry, as I would be rebooked with another flight by them immediately at no charge if I missed the flight due to delays at customs or by the carrier. Naturally this happened. When I informed them they offered me their re-bookings. ALL of them required an insane amount of additional layovers (well over twelve hours) in terrible conditions and late arrivals with more tight connections. There were much better options available but they refused to book me on those flights without a huge additional fee (well over 800 USD additional). When I complained about layover time they said they would be happy to pay for my meals and hotel room that day. They claimed that the average hotel in Bogota, Columbia cost 24 USD per day and that was all they were prepared to re-imburse me. When I said that was ridiculous they offered a tiny refund, but only in the form of Kiwi.com credit that I could only use with them for another terrible flight. I ended up booking new flights at my own expense and losing my other flights with them. I am partially to blame, as I should never have allowed them to talk me into those short layovers and they should never have offered them (two hours per international transfers is simply not enough time), especially with airport staffing issues common now. I put myself at their mercy and got burned. But I will never do business with them again. I am a frequent traveler and am always on the lookout for good agents online. There are many of them. I would strongly recommend you find one other than Kiwi.com. I hope this helped. I should also say my booking number was *******, just to show I was an actual customer and am not a robot.

Siceramente estoy desilucionada y no recibo ninguna respuesta aun cuando ustedes mismos me llamaron diciendo que iban a encargarse de ser de mediadores para que yo pueda tener una soluion y aun no tengo respuesta.

Tuve que comprar un pasaje nuevo teniendo ese dinero ahorrado para mi regreso
Estaba a punto de tomarme el vuelo para ir a mi otro stop pero la gente de la aerolinea me dijieron que no podia abordar porque no tenia unq reserva de hotel y nadie me habia dicho nada sobre tal reserva.Me habia asesorado conla aerolinea y tambien recibi un email de la embajada y no me dijieron nada sobre la misma

Sinceramente necesito y pido colabracion necesito regresar a mi hogar

Would not refund ticket even though it was COVID-related. Would not even provide credit instead of refund...Don't use kiwi.com, just go directly to the airlines' websites to book tickets...

Labai, labai, labai bloga patirtis, nerekomenduojame... apeikite šią įmonę... komunikacija prasta

Disgraceful company, guarantee a joke
I can see why they never get more then 1 star rating.
My flight was delayed leaving Melbourne by 1.5 hours, that left me 1hr and 10 minutes to exit plane and clear customs with the other 1000 people at Singapore's Airport then change airlines to board an international flight to Bangkok. Obviously by the time I skidded up there my chance of boarding was long gone. I was forced to pay $440 for the next flight, tried contacting Kiwi.com and got a bot, had to make a decision as there we 2 seats left. They now tell me that according to their policy I had ample time to make my flight which just isn't true.
I can't call anyone and the chat rep is just going in circles
I don't expect a full refund, just not to be told BS and a contribution would be nice. This was none of my doing.
I'll be amazed if anyone from this company contact me
UPDATE 31.01.23
OK well this blindsided me, Kiwi.com read my review here and someone called me, appreciated my situation for what it was and refunded...yes, refunded, my entire 2nd flight I had to book from Singapore to Thailand, $436AU thank you very much, so yes, pays to be persistent, Thank you Kiwi.com and Carlos, much appreciated

My mother had a medical emergency and you all did nothing to help accommodate her. I didn't even want a refund I want to re-book at a later day and time. I will never recommend this site to anyone. Customer service was poor and the lady refused to let me speak to a manager. Ridiculous. Do not use.

Totally a scam, don't trust them.

Once you buy your ticket through them, you are already in deep scam.

I bought a plane ticket for a colleague and paid for checked bags. The registration information was later than the actual one. When I arrived at the check in point, the check-in staff told me that the boarding was closed, and the luggage could not be checked in, because I needed to transit in Saudi Arabia, and the luggage had to go out of the customs in Saudi Arabia to get it. My colleague did not Saudi Arabia visa. Kiwi sold us a service we couldn't use.

Because I was in a hurry, I bought a second ticket through kiwi, filled out the form, pay the ticket, and then... The passenger information of the ticket turned out to be the information of another colleague who bought the ticket before. (kiwi will automatically fill in any previous traveler information).

It took about 5 minutes from discovering the information error to contacting the customer. Kiwi's phone contact information is well hidden, probably not wanting to be found.

When communicating with customer service, the first customer service asked me to go to the airport window to ask, saying "maybe" it will be resolved.

Later, I made about 10 calls. Most of the customer service had encountered similar problems. Kiwi filled in the information of previous customers. I understand that kiwi should deliberately cause such trouble and profit from it.

It's a pity that kiwi didn't solve my problem, but through hard communication, kiwi made me understand that the source of all the mistakes lies with me.

A loss of 1,000 euros, for kiwi, is just another cheated person.

I checked the carry-on toggle but my Kiwi ticket didn't include a carry-on. They also bought 3 seperate tickets to my destination, meaning I had to pay for each legs carry-on, a total of $290. Kiwi told me I didn't toggle the carry-on. I don't go ANYWHERE with only the clothes on my back. Who does?
So they just kept the difference money. I will NEVER use Kiwi or trust other fly-by-night ticketing again. I'll only buy from an airline directly. I shouldn't have asummed they were honest.

My flight was canceled, kiwi said I can get a refund, so I clicked the button to request for refund. 2 months later I finally get a notice and it said they can't issue a refund…. Terrible. Flight was canceled due to bad weather unable to reschedule or get a refund. Go to a different airline flight company

Horrible. They flight was delayed for ages, which affected my next trip. I asked the app for help, they just said its the flight company fault and no refund will be considered. They offered me to buy a very expensive ticket so i can reach my destination. They only care to take your money. Bad customer service. Fraud

DO NOT use Kiwi.com for any of your travel plans. They are scammers, and they are liars! I bought 2 flights, paid for and confirmed. Later that evening, they sent me a text saying that my flight prices have now gone up, and they wanted more money. I purchased the flights they advertised, on their website, and then they had the audacity to ask me for more money, hours after I had already made my purchase.
They gave me 2 choices...pay more or we take your flights away. They took my flights back. I have now filed a complaint through the Aviation consumer complaint dept at the DOT.

Never book anything from this site unless you wan't to be stuck in random airport over night because cancelled flights and you don't even get reasonable refund. Customer service is also very bad (bad english) and app does not work well.

I booked my trip with Kiwi and need to change my flight.
After finally finding a customer support number to call in the US *******159),and entered my booking number but the computer said it's not a valid booking number and to call back when I have a valid number, then hung up.
It's their booking number. Why would their booking number be invalid?

I bought a 2 layover flight from kiwi, for the first time. In the IOS app there is no information or page under my ticket related with the visa issue; however in the WEB version there is! But it was too late that l unfortunately got aware... There is no customer help in kiwi apart from reading the same answers.

I booked a flight from jeddah to Guangzhou the ticket were by 2400 car than they add baggage and many others option till it come 2837 SAR after 5 days of booking they cancel my ticket and reschedule till 27th of jan 2023
When I refused and ask for refund they say you will get 10 euros cause you didn't choose the kiwi guarantee by 800 sar
My advice don't even check on KIWI full of cheaters offer. When you enter the fishing net they make for you they will start to take much more money as they can under their cheating policy
The same flight they cancel for me I found it on kiwi with double price they are attracting the next victim

Purchased £4000 worth of flights 4 ppl. They were denied board and told they needed a transit visa for France. I called France embassy and it was rubbish. Now we're getting ignored.!

Had Flights booked with kiwi paid almost £4,000 for it to be cancelled last minute. Called to tell them day before when I tried checking in with Turkish airlines. A message popped up saying "You cannot sign in using the reservation code (PNR) as your reservation which is still awaiting payment has not been made through our online services. Please contact our call centre or sales office". Called Turkish airlines and provided security info. Told them about the dispute with the refund. They said that on the booking information it shows that it has been refunded to the agency so I should contact the agency about the refund. I also bought flight tickets and decided to go to istanbul instead. The flight I booked was the same one as the original. The flight that kiwi said was cancelled due to strikes then due to covid and then due to rate changes?