Kiwi.comReviews 2,193

******* was my reference number. This company by far was the worst customer service to deal with. They lie straight to your face, no refunds for there mistakes, and separate your tickets. Was stuck in Miami from Madrid and had to pay for tickets to get home to Houston. They rip you off and don't care about there customers.

I booked my flight through Kiwi.com because it was slightly better priced. One of my flights delayed by 9 hours (this was not Kiwi's fault). However, because it was booked through Kiwi, I received NO UPDATES and was stranded at an airport with a baby. The airline said they would refund me due to the delay being longer than 3 hours. 2 months later the airlines cannot figure out where they sent my refund. We finally confirmed that the card on file that was refunded was a Kiwi.com card... Frontier sent my refund 3 days after the flight was cancelled. I still have not received my refund. When I send in chat messages about why Kiwi has not refunded me even though the airlines have refunded them, I get nothing. No responses. No emails. No helpdesk chat responses. This company is terrible. DO NOT WASTE YOUR MONEY OR YOUR TIME! THEY ARE A SCAM! Until I receive my full refund, I will continue to write awful reviews.

NEVER USE KIWI.COM FOR TRAVEL!

I needed a last minute flight out of South America for an intl wedding and found one through Kiwi.com; they confirmed my booking and sent documentation stating so. I then traveled 1.5hrs via taxi to the airport; once I arrived, I got a notification that the seat to my flight had been cancelled/given to another passenger. I found a new one and booked it with kiwi credits so I wouldn't miss my other TWO connecting flights, and was told I had $427 in credits after doing so. Upon returning to the USA, I requested a refund of the amount owed to me ($427) by kiwi and was sent multiple denials for reasons unrelated to my situation. I am at my wits end after CALLING, EMAILING, and doing everything I can to contact this company to get MYYYYYYYY $$$$$ back with zero luck! DO NOT BOOK WITH KIWI!

This is now over 30 days past my trip with ZERO responses from KIWI or their staff!

I booked a flight that included luggage, but I was charged for luggage at the airport. No problem, right? Kiwi says they will refund you if this happens.

I've been waiting for over 10 months for a refund, even though their site claims refunds will be processed in 3 months. You can't reach onyone on the phone, unless you have an upcoming trip, you're disconnected. Support email (*******@kiwi.com) gives an autoreply saying Kiwi doesn't respond to that email anymore?!?!

If I could give kiwi.com no stars, I would - I had to hit 1 to allow me to continue.
The day before we left NZ we received a notification from kiwi.com that our luggage component had been removed from our MAD-CDG and a refund was on its way (duly turned up). Contacted kiwi.com - who basically told me to contact the airline directly myself (bit hard to do when flying...).
Arrived at MAD early to sort - the look on the faces and subsequent conversation PERFECTLY reflected that the error was generated by kiwi.com, and not Air France (kiwi.com suggested that AF had cancelled). WE sorted this issue with the helpful AF staff, and merrily travelled along...
3 days ago, I complained to kiwi.com - and surprise, surprise I've had no response, not even an acknowledgement.
To add insult to injury - the receipts I've submitted for reimbursement will take up to THREE MONTHS to process.
NEVER, NEVER, NEVER use kiwi.com for travel!

A friend of mine recommended that I use Kiwi for my upcoming flight from Arizona to Norway, and I was blown away by the ultra cheap tickets they offered. As I should have known, what seems too good to be true, often is.

A day before my flight left, I realized with a start that they had not included the carry-on I have always had on every other flight I have ever booked. Since my carry-on would hold my clothes, I tried to contact Kiwi to resolve the matter. They simply told me that I should have known that from the start and refused to help.

Since then, I've had to pay all kinds of fees to add a carry-on to each of my connect flights. However, the individual airlines have been extremely helpful in that regard, and they've managed to turn around Kiwi's bungled job. Also, I had to prove that the flight was, indeed, for me, since all of the contact information the airlines had was my name and Kiwi's email.

TL; DR I wouldn't recommend that *anyone* uses Kiwi. As cheap as the tickets come, you're almost guaranteed to have your flight canceled or come across unforeseen charges that Kiwi won't help you with. Use Kiwi's suggested flight plan as a jumping-off point, then book with the individual airlines themselves!

I booked by trip last September for my trip to Rome in June(2022) i read all the bad reviews after i booked my trip and have to admit I was really nervous about it. HOWEVER i had no problems whatsoever with Kiwi or my flight. I dont know what the bad reviews are all about, if it's partly because of what the customers did or didnt do, but i had zero trouble. Kiwi kept me up to date all along the process sent me emails and text messages and made sure I knew everything up front. They let me when my boarding pass would be ready, I did have to get it directly with the airline at their counter, but it was no issue's at all. The airlines had all my info and getting my boarding pass with easy, Kiwi even let me know that there was going to be a 5 min delay with my layover. I would def use them again, I would just say do your research and make sure you know about your layovers and flight changes if any. I found them very helpful and when i sent an email asking questions about my flight they responding quickly and were very helpful. I am glad I used them and would recommend them to anyone. My trip was amazing and am so glad I went

I don't recommend any one to deal with this travel agency (Kiwi) as they are only big thieves. I reserved a flight through them and they immediately sent me the confirmation (after my full payment). Then, three day before flight date, they sent me an email saying that the carrier has changed the flight date and time and accordingly, I have to change my flight as well. The fees they were requesting to change my flight were incredibly too much. I elected to cancel the whole flight, however the refund was ZERO amount from what I paid. They offered only 5% from what I paid to be utilized in any future purchase through their website that should not exceed 12 month from the 1st reservation date. I don't recommend this thieve travel agency to any one including my enemies and they don't deserve any star, I will never buy from them at all.

I booked a return trip from Johannesburg to Durban on the 30th of May 2022, well in advance of the actual trip. The trip consisted of two flights with different carriers, namely SAA and Kulula Airways. However, at the beginning of June, all Kulula flights were grounded and the firm was subsequently liquidated( began the process on the 14th of June), which was just about two weeks before my departing flight.

Leading up to the trip, the only update I received from the firm is that the time of my departing flight with SAA has changed by 15 minutes. I eventually sent a query using their online messaging system a couple of days before the flight asking for an update. The system did not allow me to cancel the Kulula flight, the only option was to cancel the whole trip. In fear of not being able to afford to purchase an additional ticket as I had received no communication from the company. I was then told by a Club Travel agent(my departing flight was booked under the company) that only Kiwi can process my request so I was given an email address that apparently is under the firm. Note that I say apparently as I still have not received a response from this address however the email still went through. I was only "blessed" with a response a day after the return flight was supposed to take place. However, the wait for a response proved to be useless as I was simply informed that they are "sorry for the late response" and that it was somehow still possible to board a flight from an airline carrier whose planes had been grounded. As it stands, it has been 7 days since I sent my reply, which has not been dignified with a response. I do however doubt I will receive a response as they already have what they want from me, my money as opposed to providing a service in exchange for it.

I really wish I did my due diligence on this company as I see that I am by far not the only one who has been a victim of this firm's unyielding thirst to extract as much as possible from their consumers without returning anything close to that

When my flight from Prague to Amsterdam got cancelled, kiwi automatically rebooked me on a flight to Warsaw Poland and refused to provide a refund or flight change. From what I can tell they do not have any customer service. A few days later I received an email with a link to request reimbursement. I filled out the form and never heard from them again

They didn't put any disclaimer, so I thought I would update our flight with different connector city - clicked on "Change" and I got better connection, but my original tickets were cancelled and even less than 24 hours, I been told - money won't be returned.
Then on the second connection I paid for VIP bundle and never got that service and communicated more than 1 month, before flight - it was only texting back and forward - no result.
Lost money and time (approx. 10 hours in total)- will never use that company and do not recommend them to anyone.

The airline changed by flight two days after my intended departure. I contacted the airline and they said they will be refunding all of my money, then Kiwi asks me for proof of this, so I sent them a screenshot of the email. They said they will be only refunding me 10EUR! So basically the airline is going to refund them all the money and Kiwi is only giving me back 10! I did all the work trying to get this money and they are still going to just give me back 10. The biggest thieves! They don't care about their customers. Only care about their profits.

This company is a scam. I booked a flight. I got an email saying they were in the process of booking my flight. 24 hours later they said they could not book it. They sent me an email with alternatives. Guess what one of my alternatives was the original flight I wanted but 600.00 more than the original price.

My flight was cancelled, and they offered me alternative flights starting with a £300 difference, which was the same price as they would be straight from skyscanner. They only offered me a £60 refund from the £253 I spent on the ticket. Couldn't get through to customer services. This is daylight robbery. £253 down the drain for a flight that was cancelled! It wasn't my fault, I didn't ask to change or cancel my flight. I feel completely conned out of the money.

I used kiwi to go to Barcelona on the 16th, I did not end up in Barcelona until the 18th. I was supposed to get back home on the 26th and I did not get back home until the 27th. I had to sleep in the Toronto airport multiple days due to the fact that there's no type of hotel accommodations. I had multiple cancellations and delays and there was little to no assistance in rescheduling flights. My baggage was damaged and I have not gotten a refund for that, I haven't gotten a refund at all actually. I had to rebook almost all my flights using different airlines myself and I ended up spending over an extra $2,000 just to get to and from my intended destinations. At one point when I was attempting to use kiwi to reschedule a flight they told me to "call back later in two hours because our services are down" it was already 1:30 am. When one of my flights got cancelled I called a kiwi agent to let them know about the cancellation and the told me I had to call the airline to rebook, is that not kiwis job? Almost every time they "rebooked" me on a flight it would get rescheduled, cancelled or my spot would mysteriously disappear. Honestly I never leave reviews but if I can save anyone from this extremely traumatic experience I'd be happy to.

Don't use this travel agency! It's a pure scam! I booked a flight and got my booking confirmation but they actually never booked the tickets for me!
I'm hoping to get my money back now!

Do not book with them. They are thieves. If for some unforseen reason u have to cancel They will refund 10 Euros for your entire ticket of $1000 and pocket the rest, even if the airline is refunding upto 75% of the amount.
Be careful booking with them. They even charge u and pay the airline with their card so they have full control over the transaction.
Airline confirmed to me that 1 flight in your itinerary has been canceled and no info from Kiwi.com. And probably no refund for it either.
They have parrots for customer service who cannot understand anything else but what has been taught to them in training. Very very poor customer service.

So you have 2 options. Pay extra for another planeticket that they cancel and if that's cancelled aswell then good luck because they can then ask you for more money again. You can ask for a refund but ive been waiting 8 months now and they haven't even written an email.

Any International has refunds in 24hr of booking. They don't.
Customer service is not reachable.
Site says you can change but they are asking for a full price like a new ticket.