Kiwi.comReviews 2,193

DO NOT BOOK. One of my flights was cancelled and they didn't let me know. Then they only offered to fly me home 5 days later. They refused to reimburse me or provide anything else. Either I stay in a strange city for 5 nights at my own cost or book my own flight. Worst company ever

They cancelled my return flight and then made ME pay extra to change flight.
Customer service of a dead frog.
Avoid this company.

Booked a flight for a friend London to Chicago. Less than 24 hours before flight, received an email force canceling only the bags for the flight and crediting me 178 dollars. Was given instructions to book directly with the airline. Friend had already spent 300 dollars to get to the airport area. Showed up to the airport and the airline was charging 2,000 dollars. Kiwi refused to cancel or change ticket. Lost 641 dollars. Scam company! Stay away!

Absolutely terrible. I booked a flight around a month ago from LAX to Seoul with an overnight layover in Japan. However last week, I found that Japan had changed its immigration rules and stopped issuing transit visas. This means I was no longer allowed to have a layover in Japan. After upgrading to the premium services, (30-ish $), I talked to many agents to try to find the best solutions. Many of them were rude and none of them let me speak to their supervisor. They claimed that they are "just a travel agency" and 2 of them rudely said that this was completely my fault and I should've prepared better. I will never book with Kiwi again, especially not after I just lost 1,000$.

TL; DR - Don't use these guys. They do a ton of shady stuff and try to hold your money hostage. If you are in the US and need a refund, use the BBB complaint page https://www.bbb.org/us/fl/miami/profile/travel-agency/kiwicom-inc-*******2676/complaints

Booked a trip through them in February. Price got raised on my tickets out of nowhere and I then had to cancel due to some schedule changes. Requested a refund and got told by a rotating group of messengers (which by the way is a terrible way to do it as they had no idea what was going on previously) that it would take 90 days and they would contact the airline. I had read reviews so I knew some of the shady stuff they pull and called the airline to cancel the booking myself. After getting an email confirmation from the airline of a full refund I had to again go through a rotation of messengers to drill home the point that all they had to do was send me back my money. After a few months and no follow up, I launched a complaint on their BBB site (https://www.bbb.org/us/fl/miami/profile/travel-agency/kiwicom-inc-*******2676/complaints) and within 2 weeks I had my money back. DO NOT USE THEM EVER.

We booked a flight through kiwi and they supposed "sent an email of flight confirmation code" but when we gave info to get boarding pass we discovered that kiwi failed to even reserve the flight. Called and they refused to refund. They claimed they send everything but never did. The customer service is rude and said that they will not issue refund because they "sent it" they hung up on me twice! Do NOT book through kiwi! They will take YOUR MONEY and never book your flight. Will never ever recommend this booking site to anyone'

I am really torn in between giving this an OK review or a really really bad one. If you do everything correctly and do not make any mistakes or changes, I think in theory everything can go smoothly. But if you need to change passengers, make the tiniest mistake in perhaps the date of someone's birth, it all goes downhill from there. They hide behind a paywall with enormous fees for changing the smallest details, as I said: changing passenger's name, date of birth, ID or passport number... You can pay well over 100 dollars for those. Also, they don't have ANY customer support on their website, so if you do make a mistake or need help in any way, you will end up having to spam their social media (e.g. Facebook or instagram). They do not have any customer service email or phone number, which seems very scammy indeed. We ran into some problems with changing one passenger for another and if I hadn't spammed their instagram, I'm not sure if we would even end up flying to the destination we chose. I would RECOMMEND this only in case you want to fly really low cost. Our tickets were slightly under 40 dollars both to London and back which is fantastic. BUT I would NOT recommend this company for longer and pricier flights. Otherwise if you run into some problems there is a chance you might not get your money back and none wants to risk that.

In conclusion: If the tickets on Kiwi are cheap, maybe give them a try but CHECK all your details, passport or ID numbers, dates of birth THREE times before submitting because the fees are huge. If your tickets are not cheap, do NOT book at Kiwi. Just book the tickets with the original airline. Overall, I would maybe fly again but I'd be super careful with submitting all the details. Use this company at your own risk.

One star is even too much for this website. This is scam! They canceled my flight and they are refusing to refund the fee. Kiwi, you guys should be embarrassed!

If you decide to buy a ticket here, think that you won't be able to travel and you won't get your money back.

Under no circumstances should you book with Kiwi.com!

Absolutely shocking and incompetent customer service. I tried to book a flight to China but found the flight itinerary they sold was actually impossible and wouldn't be acceptable for anyone to be admitted (according to the Chinese Embassy). I rebooked the suggested itinerary on the site only to get a notification several days later that it was rejected.

Thus began a long saga of correspondence with the Help Desk (they only offer phone support 2 weeks before your flight date). The only times I get any information is when I've chased them up - they do not take any initiative to find a solution. They answer all queries and suggestions with excuses:
- the flight route is unavailable (yet I can see them selling the routes on their website and on other airline websites)
- we have a high volume, you are in a queue and we are working through it, please be patient (for nearly a month?)

Still waiting for a rebooked flight but have lost hope. Terrible company!

After 11 months requesting a refund all I get is automatic replies telling me to be patient. I´ve contacted the airline and they claim that in general they make refunds within weeks so chances are Kiwi got the refund but they kept my money anyway. Stay away from Kiwi if you appreciate your money.

No service, no customer support, ask extra cost for flight change but when trying. The bot reply no change allowed,...

Total rip-off, liars! Cheats! If you want to have a bad experience go ahead, it will cost you... and if you have a problem try and find someone who speaks English!
Unbelievable experience, never experienced anything like it, cost me an extra $400 in rebooking $#*!s!

I booked a flight with KIWI. Two weeks later I get a message that the flight had changed and I need to take action. I go online, ticket exchange is available if I travel there 24h later and return 12h later. I begrudgingly accepted this exchange and had to rebook hotels and change my whole itinerary, luckily the new flight still worked with my other flights.
Then two more weeks pass and guess what? I get another message, now my ticket is canceled and there is no alternative flights Kiwi can offer. You would think a refund is automatic at this point. But you would be wrong. You can apply for refund and the message says:

Refund amount: as much as possible, but refunds depend on the carrier's policies.
Estimated refund time: approximately 3 months, depends on the carrier(s)

Now you are furious and you think I'll just talk to the customer service, they will surely understand how ridiculous the situation is and correct it by issuing a full refund immediately. Well you are out of luck there because you can not call customer service unless your (canceled) flight is 14days or less away. Ok but you say there must be a way to contact the company. There is one other way, it's an online message desk where Kiwi replies as soon as they can. It's been two days and they haven't replied to a single message I sent.

So to review. Kiwi sold me a ticket, then they canceled my flight, they offered no alternative flights, I am not getting any service from them any more, and it is their choice not to provide the service I paid for. What happens with the money I paid to Kiwi? They think they are entitled to keep it?
Class action lawsuit anyone?

FRAUD FRAUD FRAUD FRAUD

NO REFUNDS TO ANYONE

LEAVING TRAVELLERS STRANDED IN AIRPORTS

NEVER ANSWERING

NOT RESPECTING GLOBAL AVIATION LAWS

GO TO HELL

The flight has changed twice i asked for refund and they refuse to give me my money while the courier already accepted the refund!
They said will give you only 10$ while i paid more that 350$!
I will never book through kiwi again

Bought a ticket for $1000, had to wait 14 days prior to the flight to contact customer service, tried to add and additional destination paying any penalties or additional fees, not possible as per kiwi. Tried to speak with a supervisor, not possible as per kiwi. Tried to get a refund, was offered $83 out of $1000 ticket.
Don´t waste your money, the worst site to buy a ticket ever.

BEWARE, BEWARE, BEWARE BEWARE, BEWARE
If i can give them 0 star i will do that. This is a fraud company. I booked through them. I looked for a flight to washington DC DCA airport however they booked for a flight to Newyok via Washington DC. The day before the travel, the airline changed my booking directly to Newyork. Now Kiwi say to accept the flight to Newyork or try cancellation. Most tickets are not cancellable so i am lost the booking for 4 people that is $353 using Kiwi. I also had to book another ticket for 4 people for $1186. 40 so my total expence is $1539. Everybody beware if you use them for booking. Your trip will be messed up. BEWARE, BEWARE, BEWARE

I have travelled 500 times, this is the WORST experience I have ever had. They canceled my ticket and asked me to pay an equal amount to book for me an alternative fleight, I had to pay because the journey was all booked for, then they took the ticket price which is TWICE now and never sent me my ticket for several days despite several long international calls for no avail. Now I am flying in 10 hours and still haven't received the ticket I paid for twice. AVOID

Dishonest business practices! I wish I could give them 0 stars for the shameful misinformation (regarding cancellation and rebooking), complete incompetence (making requested changes in a timely manner), and absolute unresponsiveness (I've called back three times, each time, no action). Now I have lost my $700 although I booked a standard fare ticket, with the opportunity to change it. When I tried to change the ticket, the website wouldn't accept it, so I called, and they said they would handle it manually. I would get a notice of the change on their website and I could approve it, within a four hour window. I never received this notice, so I called back again. They said they were working on it and I would see it when it came through. I never saw it. If they sent it, which they swear they did, then they sent it the middle of night. Do they really expect their clients to stay up all night waiting for a message from their system? In the morning, there was no message about my change request, rather a new message that the airline had canceled one of the legs for some other reason. Now the 48-hour advance notice window is over and there is no opportunity to change the ticket. This appears to be a deliberate action on their part to deceive and confuse their clients from which they shamefully profit. Stay away forever!