Kiwi.comReviews 2,193

We booked with Kiwi.com back in March 2021, Brunei to Colorado, USA. Due to COVID one of our flights was canceled in early April, and to change one of the legs of our flights we would have had to pay an ADDITIONAL $1000+ USD (after paying thousands of dollars). We decided to do the assisted refund request, and even though some of the airlines have already refunded us, Kiwi.com claims they have yet to receive the other ones - nearly a year later. They will eventually respond to emails done on their website, but the response is never helpful. This company should not be allowed to run if they cannot manage this basic level of customer service.

DO NOT BOOK From THIS COMPANY! My sister and her friends booked a flight to Philippines on Feb3. They advertised it as a direct flight from Osaka-Ph with a hidden city hack. After finalizing the booking they disclosed the hidden city which is Jakarta(which later on feb4 required a visa). You dont need to obtain a visa if you're not flying straight to Jakarta.

Upon arrival at the airport my sister and her friends and a 5year old kid was not allowed to board the flight. The airport agent informed them that there ticket is going to Jakarta(which is a cheaper flight). They were stuck at the airport 2days and spent a night there with a 5year old kid. The helpdesk is non existent.

This hidden city hack check-in list
*Do not inform anyone that you're getting off during the layover
* Do not show your kiwi.com e-ticket unless ask
* Do not check in luggage because it'll be sent to the final destination
They dont want the airlines to know they bought a cheaper flight for customers who's getting off the layover which is their final destination and paid a direct flight from their website. I was able to get through their US hotline whos also very unhelpful. The representative was just reading their company refund policy! Over and Over. They're not liable for visa requirements. THEY DO NOT NEED A VISA! Because they paid a direct flight to PH not Jakarta... STAY AWAY FROM THIS COMPANY! Airlines should not be allowing this site to booked anything from them.

Lies! I bought a ticket through Kiwi and their payment to airline was declined (airline sent me proof of declined transaction). Then Kiwi refused to refund or credit my full fare by lying that the flight was cancelled within one minute of me booking, which it was not, I eventually purchased the same flight through another vendor. I now have to dispute the charge through my bank in order to recoup my money. More time spent

I booked a flight through Kiwi that was cancelled because of COVID. Kiwi is unable to rebook, and the airline has no record of the reservation.

DONT BOOK KIWI.COM! I have never used Kiwi.com before and NEVER will again. I booked my air ticket through them. I down loaded the ticket on my phone but was unaware that i needed a paper copy, my fault. Got to the airport to catch my flight and they wouldnt accept the booking without a printed boarding pass, long story short i missed my flight. I tried to get another flight flying nothing even via any where to try and salvage this bugger up.The first i could was Thursday. By this stage it was 10.45.My flight was supposed to have landed at 10am. I tracked down a local number for Kiwi.com to change my car hire from Tuesday 10am to Thursday 10am. I was told that because it was passed 10am, i would not be refunded and i would have to do a new booking! WOW, I will never book an airline ticket or car hire through this company ever again. I was not cancelling i was just asking to please move the booking out by 2 days, exact same booking! DONT USE THIS COMPANY, you are not seen as a customer just as a number.

Horrible service. Kiwi did not actually book our flight despite having confirmed they did. We were denied boarding and had to pay for a new flight out of pocket. Kiwi's refund didn't even cover the extra flight we had to buy due to their mistake. Wish I could give them 0 stars.

We booked a domestic flight via Kiwi between two cities in Brazil for two people. The booking process went smoothly and normally, and they confirmed our booking. We had both a confirmation email with a booking number and we could see our confirmed booking on our kiwi.com account. My credit card was charged for the flight tickets. Then rolls around our travel date; we arrive to the airport 2 hours before our domestic flight and proceed to the check in window. The airline agent looked and looked and looked for our booking, but couldn't find it. It turned out our booking was never confirmed with the airline. We were denied boarding. We spent HOURS calling kiwi agents and trying to find a solution. No solution was given to us. We ended up buying another flight out of pocket. The aftermath wasn't any better. While Kiwi did offer us a refund, the refund didn't even cover the new flight we were forced to buy due to their mistake. Kiwi was not willing to negotiate with us regarding the refund. They gave no consideration to our money lost or our time lost.

I purchased a round trip ticket and checked 1 carry on bag. Just before I went to the airport I found that 1 of the carriers that they use charges for carry on baggage ($25 each way). That is when I found out that the ticket receipt did not have the baggage stated. It was to late to deal with Kiwi (they take months to respond) so I paid the airline for my carry on figuring that Kiwi refund will cover it. It took 8 months for them to respond that I did not have a carry on checked on my booking just 1 personal item (I never have a personal item). I keep all my emails and receipts and found that they do not put baggage information on any of their correspondences so the proof is only in their system that they can change at will. NEVER use this company as to the lack of customer service and the unfair business practice.

I booked a flight through Kiwi.com to Panama City from San Jose, Costa Rica (via Copa Airlines). Upon checkin at the Copa counter, the agent informs me my final destination Kiwi booked for me is Cartegena, Colombia. I showed him my Kiwi confirmation email which explicitly states Panama City as my final destination, but they denied me boarding until I either 1) bought a direct flight to Panama through them or 2) booked a return flight from Cartegena.

I ended up having to buy a new one-way ticket at the desk to make my flight ($350). I was very fortunate there were seats left. I called Kiwi and they refused to refund me saying I knew there might be an issue. I now have to call my credit card company and dispute the charge. TOTAL FRAUD.

Cali Colombia to Bogota, booked through Kiwi. Paid for two bags per passenger. Didn't show up on boarding pass, of course time crunch at the counter and extra fees to talk quickly to a customer service rep? Forget this company if you want to enjoy your time abroad.

Read the small print and pay for the guarantee before you book with Kiwi.com. My four friends and I (who are all 17 years old) and had saved for our holiday lost 1100 euro between us. Our Wizz Air flights to Greece both ways were rescheduled which meant we would miss our connections with Ryanair. We managed to claw back 388 euro out of a total of just over 1500 euro. We also paid 140 euro for baggage that is non-refundable. Be careful.

Booked a flight via Kiwi with a connecting flight. Airline changed first leg by half a day which would make me miss the second flight. Response from KIWI: You accepted that carriers can make changes and that we don't make refunds if this affects your travel. WHAT? Sell something and without delivering but keeping the money! NEVER EVER KIWI! TRUST THE BAD REVIEWS!

Hi there! Its really disappointing that such a big company like KIWI treats its clients like rubbish. I have contacted them so many times in regard of my refund, it states on their policy that it should be done within 6 months. Now it's February and finally after I got in touch with Airline company for a few times, I received an email from kiwi that I will receive may refund, so is over 8 months now. And surprise I have paid 133,7£For two passengers (66,85 per pax) and they are offering me 86,15£ refund for both passengers. What kind of math you they do there? I have bought another tickets, than waited more than 6 months for refund and now they offer me even less than I have paid for. Will never recommend this website to anyone. Worst customer service, I believe it doesn't exist at all, just a robot.

No refund. No customer service. You dont have other choices. This company is a scam. Dont use this and not recommended.

Two very bad experiences with them: surbooking bad experience and no refund when airline allows it!

Avoid this travel site at all cost! I was diagnosed with Covid 2 days before my travel so I called them to let them know of the situation. I was on hold for 3 hours only to be told that I was only gonna get 11Euros if I cancel my flight. Then I asked for other options like rescheduling and just pay for the difference. I was basically denied of any other options. Basically, they didn't care about my situation because it wasn't included on their policy. In other words, I cried after getting off the phone. I couldn't do anything because the airlines wouldn't let me travel spreading COVID everywhere. Long story short, my $1900 worth plane ticket disappeared in thin air and it doesn't matter if I didn't use it. KIWI do not care about customers. They rob people off their hard earned money. Please AVOID this travel agency at all cost. On the other hand, I salute DELTA and SOUTHWEST airlines for giving my money back even though their policies ended last year about cancelled flights due to COVID. I will never ever book my flights again on KIWI.com ever as long as I live! I despise your company so much! Oh and by the way, I was told that I can cancel my flight online coz they couldn't do anything on their end. So off I went and cancelled it. I was surprised, the refund was $*******! They like to take advantage of people!

Bought a one-way ticket SFO -> BOM via Japan 1.5 months before the flight. There was a airport change needed in Tokyo. A month later Japan shut down all international arrivals into the country thereby annulling the ticket. There was no information from Kiwi about this change. Only when I called the airline to confirm my meal choice was I told about it. After spending an eternity on the phone to reach a human at Kiwi, they offered a 10 pound refund on a $1,500 ticket when the airline could have easily given a refund or at least a credit for future travel. These guys are crooks. Don't use them ever.

Never book tickets througj kiwi. Extreamly bad experience. No responsibility. Poor respobse to every thing. Bad and bad customer service. No flights go on time. Always overbooking

The ticket saver option gives an $11 refund on a $500 purchase. The customer service is terrible. They don't address your concerns.

American Airlines refunded my tickets to Kiwi and they did not send the refund to me.

A huge scam.

Impossible to talk to anyone.

Avoid this service. If things go smooth you will be happy, however they will never support you if there is any problem during your trip