Kiwi.comReviews 2,193

Horrible, the worst customer service and airline experience I had in my entire life. At first they changed my flight not only time but DESTINATION and when I said I wanted to apply for a refund the argument was that my fare didn't let me to do that? The fare though applies to when I make some change not the airline itself. Also in my way back my flight changed time - they anticipate it! - and they didn't let me know, only so I arrive early at the airport to know that the flight had already left. I had to stay there overnight and pay all expenses out of my own pocket for their own problems. The call center assistants are totally lost and the company lie to you over and over, always putting the blame on the customer. Very disappointing and stressful experience.

Both companies are a fraud business.
Kiwi lies about its services. Everytime you want to make a change of time of travel they overcharge you. Their affiliation with travel insurance axa is even worse as they do not reimburse you, they send you a pin to your online claim to log in that never reaches you.

Only seal with kiwi.com if it is the last resort and remember that they will bot reimburse you for a flight delay or airline change of travel date or time even with kiwi guaranteed insurance service.

I made a mistake on dates whiles booking i reach the support line to see any kind of solution they told to refund and book for a new flight but when i did they just refunded 10€ not the original 1500€

They took my booking and payment, then sent me an email saying I needed to finalise the booking. I assumed the payment didn't go through and did it a second time. I have now paid for the tickets twice and lodged a customer complaint. All they do is stall. DO NOT BOOK WITH KIWI

I rarely review booking agencies unless, like most people I assume, I'm really impressed by or very upset with their service. After reading the reviews on Kiwi.com, they were so overwhelmingly bad that I promised myself to write one if my trip went "okayish" even. I was sooo nervous but I picked them out of desperation since they seemed to be the only ones at the time I booked to offer the connections I needed and this at a significantly cheaper price when I had to leave ASAP.

Bottom line: My trip over 3 continents went very very well and I'm back home safe. Super stressful booking experience because of the bad reviews but made it through.

My takeaways:

1. Book with them if you do not expect to make any changes
2. Make sure you have your PNRs for every single leg as early as 24hrs prior to the flight
3. If PNR not displayed on your page, call them (try a few of their numbers and validate your booking through the keypad)
4. Do the online check-in as early as possible

My surprises:

I know all those pissed at them have a legitimate reason to be, but their platform is very impressive. A wealth of information and beautifully laid out… I don't know if these are the product of rebranding but it's probably the most comprehensive environment I have seen among the last 5 or 6 sites I have used.

Very good customer service (I called the UK) 3 out of the 4 times I called, and always spoke with someone in a matter of 3 min (precious when you pay full cell coms cost for international calls). They followed up by email when they realized they had given me the wrong piece of information over the phone.

Good luck to everyone and sorry for those who had a bad experience.

If I could give no stars I would. I spoke with your agent Axllee today at around 5:30pm in the UK. I requested to change my flight on the 2nd of August or to receive a refund for this flight. No member of their team updated me relating to this request until the departure time of my flight (8 days later) at this stage they stated it was too late. The service agent kept repeating that the flight had passed when I had requested the change or refund 8 days prior. At this stage I could still get credits which they refused to send after the flight even though I requested well before my flight. I cannot get over how unprofessional the service agent was and that she kept speaking over me on the phone. A real shame and I am happy to say I will never be using this provider again.

Not recomended for anyone. Customer services is sucks, they will hang up the phone on you after putting you on hold. They will confirmed your reservation and after you are been waitng at the airport they said there was an issued and they couldn't issue your ticket after you're beeing at the airport, Now I have to wait for a refund a whole 5 business day. No other solutions was provided more than them beeing a $#*!.

Kiwi is the worst site you can ever go to. It has been a year 1/2 since they have not refunded me for my tickets even though they have been refunded by the airlineDo not use this site. 1600 euros.

Bought my flight n need to reschedule it (paid another full price), haven't received the new ticket more than 24 hours and started to calling them to check closer the the flying date. The made sure the seats are secure! Just to get a message the next day from them that the seat are sold out! Even had the audacity to mentioned refund. Have been waiting for the refund to be complete from 20 July 2022 until now (9 August 2023) even message them everyday! Are you for realll?

Complete scam of a company. Terrible customer service they solved none of my issues, were completely unsympathetic and offered no timeline for a solution. They are legally required to offer a refund for a cancellation within 24 hr of booking but refused to do so. I will now be disputing the charges with my credit card company.

Had to make changes in air tickers issued by kiwi. After long search I did find a telephone number to contact the agency, only to get the automated response, that my booking number, printed on my invoice is invalid. Lost a lot of money, its a complete joke, don't go there.

I just came back from Mongolia, my trip came through Tokyo Japan. When my flight arrived in Tokyo I was taken from my flight by the airport officials and informed that I must buy new tickets on a different airlines because Kiwi.com had booked me on a domestic flight to Hawaii and that I do not have a Visa to enter Japan to get to the domestic terminal. I ended up buying a ticket on Hawaiian air for $1094 to make my connecting flight. Kiwi.con informed me that does not quantify for any refund.

I requested a refund on March 21,2020 due to the cancellation of my flights (total 1075 USD). Although they refused at first, they later demanded extra money for cancellation and sent me a link for payment. I made the payment but I've been waiting since that day. Customer service, which used to give routine, standard answers to queries, now doesn't even answer sent queries. This company engages in embezzlement and fraud and has caused me material and moral damage within 2 and a half years. I will look into the legal action that can be taken. Anyone harmed by this company should get their own compensation and it should be clear to anyone what kind of irresponsible and dishonest company it is anywhere in the world.

I booked with kiwi.com for flights between bristol and Berlin. My travel dates were 14 -17 May.

Before i travelled return journey flights were cancelled bt essyjet.

Also the connecting flight that kiwi sold us from bristol to berlin had very little trsnsfer time in Milan and we missed the connecting flight.

Kiwi refused to process the cancelled flight refund and will only do it aahet we have used the of bound sector of the travel.

And even now, 3 months later, I haven't received the money.

The airline staff told me that there was no chance that I was going to make the connection in Milan and kiwi.com shouldn't have sold us those tickets.

It's almost impossible to content kiwi.com

Just book with the airlines never use Kiwi they will screw you over EVERY TIME. They hold your money and call it processing your booking but actually they haven't got the tickets.

I booked a trip with Kiwi, and my flight was cancelled. Althoug Kiwi.com promised a refund, I have been waiting for it for more than seven months and Kiwi.com no longer reply my messages. What a customer service disaster.

Our flights were cancelled in 2020 due to the covid situation. Kiwi.com offered a refund that we agreed to. Ever since, despite many inquiries, we have not recieved any refund. We used the service before and it was ok. However, when there is a problem, it is a terrible experience! Avoid it!

Kiwi is a complete scam of an enterprise do not use them at all costs and please book directly with an airline. I booked flights to the dubai for around 1450 aed for 2 people which was a pretty good deal, however I received an email the next morning stating the flights had gone up by 1850 aed, basically doubling it to the same price found on my carriers website. Their customer service is also us... Not recommend!

It is a waste of your money and time, If you search ticket, it is a little bit cheaper, but the price for luggage is double the price from another website. If you need help, there is no phone number, and nobody responds to Emails. Good luck