Kiwi.comReviews 2,193

It's totally unacceptable that they are not refunding customers after almost two years of waiting. What excuses do you have other than covid? We contacted the airline directly and know they already made the refund, so it was Kiwi who was holding on to customer's money. For your own good please dont ever use them and tell your friends.

I made a basic mistake during my booking and tried to cancel my reservation minutes after clicking confirm. Although my tickets were non-refundable but usually if you book them directly with the airline they would acknowledge the technical mistake and allow you to make amend. But not with Kiwi.com. Their service is very inflexible / inhuman. The lady I spoke to on the phone sounded like a robot and had rooster crowing in the background. I had a very unpleasant experience using Kiwi.com, will never use them again. (plus don't be fooled by their coupon or any marginal price discount - not worth it!)

I booked round-trip flights.
After finishing first flight, I called in to cancel my second flight as this pandemic. KIWI said they can not do that and also no any refund or credit. More than that, I have to reschedule a new flight with them with its full ticket fee.
This is a bandit's agent ！Stay away from KIWI ！！！

If your ordering flights through Kiwi and need to do a round trip, do not except them to help during your trip. Their insurance expires 4 days before your first flight and is no longer available afterwards, so if you get sick for example (like I did) from Covid-19 there's no way to get your money back!

If you still want to use them I'd recommend you order a one way to your first destination and another for your trip back because that's the only way you'll be eligible for reimbursement; IF you stick by their guidelines (even then from reading the other reviews I doubt you'd get it).

Do yourself a favor and look for a booking agent with at least some positive reviews, there's a reason Kiwi has a bad reputation.

I had such a bad experience with Kiwi.com, I booked a trip to Greece, paid for 2 suitcases and had to pay again when I checked in. They have not refunded yet and said they will investigate and only then maybe pay $180 back! It's unacceptable and the airline checkin desk said Kiwi.com are known for this. They are quick to charge and not in a hurry to refund mistakes they are responsible for. I do not recommend using them ever again.

They dont answer their phones, never get a respond to emails, they cxl the flight with the airline and even got a letter from the airline stating that KIWI cxl the flight and now cant get a refund!

They weren't able to add the seat I ordered to my flight. They promised a refund, but it has never been sent. They deleted their email address after some communication. After four months still nothing has happened. Their helpdesk doesn't answer. It seems they just have stolen my money. Legal action will be taken.

Part of the itinerary was cancelled. Yet KIWI will not allow ANY REFUND AT ALL. They refuse to give the booking code of the airline, just to make sure that you cannot get any refund from the airline directly. They refuse to do a partial refund, all flights will be cancelled at once. Don't believe ANY of the refund options. Only the option where you pay them 80+ euros for handling the refund is available, all the others they won't do!
THIS COMPANY IS A PURE SCAM. DO NOT BOOK WITH THEM. Initially you save some bucks, but when you need to do any changes to your flight you are totally screwed.

I booked a United Airline flight with Kiwi.com to go back to Italy this Christmas. My daughter 's PCR test ( done twice to be certain) came back positive. I had to cancel my flight. I called Kiwi customer service in DC and I asked to talk to the manager. They told me that a certain Sushant Gawai would call me back within 4 hours. One week went by and they nobody called me back. I know that my fare is refundable but they told me that I need to rebook with them a new ticket. I will NEVER buy a ticket again from them. Their protection insurance does NOT include the most important area: COVID. They should be ashamed of themselves. I will go ahead and file a complaint with the US DOT and with Federal Trade commission bureau. DO NOT use them.

They take your money very quickly, but then send a ton of emails with insignificant information. They won't send an actual ticket or boarding pass. We have called them numerous times as our flight leaves tomorrow. Nothing.
In addition, we have to leave the secure area and get a new ticket for our connecting flight in Spain.
These guys are trash. Save your money!
I have never dealt with such an unprofessional company.

Kiwi.com is horrible!

I purchased a ticket from them about two months ago. I paid about $1200. One legs of the flight got cancelled. They offered me two ridiculous^options^:

1. Lose all my money but $10. And re-book another flight with them and pay the full amount! This^option^ is called "alternatives"

2. I cancel the ticket myself! Yes, the ask me to cancel a cancelled flight! This way I won't be eligible for a full refund! They refuse to give me an estimate of how much I'll be refunded if I cancel the cancelled flights!

Now, communicating with them is another story! I fly quiet often and never seen a flight agent as bad as them. They won't answer your call if the booking number you enter is not for a flight within the next two weeks. The have this messaging channel where they provided wrong and conflicting information and each time a new staff will reply and apologies for misinformation of the previous staff!

I would say kiwi.com is a SCAM! Don't purchase from them or you can end up what happened to me!

They do not offer any support or compensation should the airline change their flight schedule without your consent. If you ask to rebook your flight to more closely matches your original booking, you will have to pay full price again.
You are on your own if you book your flight with KIWI.

There is no actual person to talk to. The contact us is bogus, and all they have is an automated system. I've left multiple messages demanding some sort of customer service or even an email or message back via their site and I've gotten nothing. They took my money and they don't care about their customers at all. I even called frontier airlines, who said that Kiwi.com is their travel agency, and there was nothing that could be done to help me at all. Forgive my language but screw frontier and this bogus $#*! travel company.

Nu cumparati niciodata de la KIWI.COM. Au multe capcane tehnice si iti incaseaza banutii pe ce nu vrei. Apoi te rogi de ei sa-ti schimbe datele calatoriei si isi bat joc de tine. Mori cu dreptatea in mana!. Eu am patit-o!

The worst online third party travel booking service. DO NOT USE! They cancelled my mom and her husband's return flight from Mexico without an explanation and during the holidays. WE DID not initiate or ask for a cancellation or change in return flight. They provided rebooking alternatives from GDL to SJC that were 10hr, 14hr, or 18hr returns when we originally booked a direct flight that is a 3hrs flight. WOW! How insulting.It is already tough enough to travel with the covid and omicron restrictions and now this? Adding insult to injury the supposed refund for this unsolicited cancellation is not guaranteed.

Do yourself a favor and book directly with the airline! Better customer service and you won't get the run around to get your money or credits back.

I will absolutely never book with them again I was left stranded on a island after they never released my funds for the airline to give me a ticket after going back-and-forth with them for hours there was nothing they could do they weren't helpful they just told me to ask for a refund after I completed my trip after I completed my trip I asked for a refund it's been over six months I can't get in contact with a life person anymore and honestly I will never book with them again especially if you're doing multiple legs of a trip! I paid for bags when I checked with the airline the bags weren't in their system either I had to re-pay for my bags and I had to rebook the middle leg of my flight out of pocket because they all of a sudden didn't know what was going on it is a $#*!ing mess I do not recommend do not waste your time

Kiwi.com is the worst travel booking agent I have ever experienced. I have been regularly traveling internationally for 15 years. I recently moved to Japan and set up a flight to return to the United States. The itinerary kiwi.com generated had me leaving Japan on 29December at 7:05 pm arriving in Honolulu at 6:45 am. My follow on flight was at 12:45 pm landing in San Diego at 8:10 pm. The issue is that the flight itinerary incorrectly labeled my arrival as 30Dec. Honolulu is 19 hours prior to Japan so I really was landing at 6:45 am on 29Dec (traveling back in time based on time zones). They incorrectly advertised on my itinerary a 6 hour layover…but actually it was 30 hours. I called three times to resolve the issue. The first two "customer service" agents put me on hold and then hung up on me after 5 min. After an hour on the phone with the third agent, she acknowledged the system error with the dates but could do nothing to resolve the issue. I had also asked to change my birthday on the itinerary a week prior…they charged 30 euros to change August 08 to August 22. I will never use kiwi.com again and neither should you

Very bad dissatisfied with the service. They never reply to my complaint regards the flight I booked and was not able to use. I come to know that they got the refund of USD 1300 from the airline and did not pay me back. But ignored to reply emails and complain! Very BAD

They just issue the ticket. If you get stranded they show you the middle finger saying do your worst.