Kiwi.comReviews 2,193

I will never use Kiwi ever again; I gave them an honest try but they have only disappointed me.

I booked a flight through them months in advance from Cleveland to Denver. One of the main reasons I chose them was because it was a nonstop flight and I hate layovers. However, my flight was changed and suddenly I had 9 hrs worth of layovers. Now, I understand that the airline is the one that changes flights and kiwi can't control that; however, I wasn't getting what I bought anymore. I specifically wanted a nonstop flight. Moreover, since I wasn't getting the agreed upon flight I wanted to cancel and find a different flight, but Kiwi would only refund $11 of the total cost. I understand it wasn't their fault but it is their responsibility and if I'm not getting what I bought then I should at least be able to get a refund.

That would bad enough but the customer service is atrocious. I've never wanted a company to go bankrupt before, but Kiwi sure is close. Since I couldn't get a refund or fix my flight I had to go with the terrible one they gave me. The day before my flight their site says they are processing my check in and my tickets will be ready before the end of the day. Periodically I check, and the same message. I go to sleep confident that at least in the morning they'll be ready. Nope. They weren't. I had to call and wait on hold to finally get them. It was an unnecessary hassle with poor customer support. Had I been able to book through an airline directly it would've been simple and easy to check in.

I can't stress enough that no one should ever use this company. They don't care about their customers, they don't care about helping, and to get the most basic of things you need to go out of your way.

I only hope this review deters even one person from using this terrible company.

The worst travel experience I have ever had! My flight got cancelled in August 2020, and it is currently June 2021 and I still have not been refunded for it. I have been chasing them since then, trying to collect the three sections of my refund from each airline. They were so 'busy' they couldn't do it, so I had to contact each airline individually and ask them to refund to Kiwi. This has now been done, but Kiwi wont send me the money. Absolutely unacceptable. How is a company so inept.

Booked flights for travel one year ago which were of course cancelled due to COVID19. The airline has long ago confirmed our flights are fully refundable, but KIWI has not processed the refund and we remain out $2300. We filed a complaint with the USDOT, but still no action for the past 90 days. They also rejected a charge back request to my credit card company. Stay away from KIWI.com. They are no better than a criminal enterprise.

So I sent them a request to change my domestic flight from Surat - Delhi. As my father is not feeling well I wanted to extend my stay in India. In current situation airlines are not charging any fees for any modification or change of dates. Air India is my career and they are not charging any fees for change of dates but these guys (Kiwi) just want to take advantage and completely ignore any government or airline policies. I would request all and everyone whom do ever is reading this. To never ever buy any kind of services through kiwi.com you will regret. They don't care about your situation they will ignore all the government and airline policies. This is my first of many feedback I am going to give for them all over the internet so that no body ever buys any services from them. Also going to post an article in the newspapers so that more people get aware of their looting. I'll ask you all the people who are interested in my rewiew a question. Please look into my situation- My father is ill. The airlines are not charging any fees for making the changes so if I have to make the changes though travel agent why Do they have to charge me. My final destination is. San Francisco I got lucky that Delhi to San Francisco flight was through United and when I contacted United airlines they did the change for me. Otherwise these people were asking me to pay the full amount of my total fare to make the changes. I am currently not able to make the changes onto my Air India flight because of kiwi as Air India stated any booking made though travel agent has to be changed through the same agent. I want you all to answer the question is this fair on me and then you decide if you really want to book anything with these fraudsters. Good luck

The flight was not existing, they told at the airport. I had to return home. On the phone they told me there is no other flight, they can refund my money. I told they should do this and booked another flight at the airport. This was morning. In the evening I got a mail with another flight in exchange. I already booked my new flight, so they told me they will pay me after 3 months back. I just got 6 Euro back from my 1200 Euro! There is no Email, no phone number any more I could write or call. Very bad service, fraud!

Such an unreadable company and when thy do wrong you cant even call them as they dont want to offer a phone line for complains!

I have booked flights july last year which do to covid was cancelled... but as we had paid extra for the kiwi guarantee which states
The Kiwi.com Guarantee protects your trips from unexpected carrier changes. We even guarantee connections between carriers that don't usually cooperate. Going to miss your connection? We'll protect you from delays, cancellations, and rescheduling.
We as today nearly 1 year after we still haven' t received any refunds but also kiwi would no respond to our emails a part from an automatized mes saying they are looking into i? For 1 year? Disgusting

I have never had any troubles as with Kiwi and i would never book with them again and i suggest to anyone to do the same!

Had a couple of emails saying they are still working on obtaining refunds from the airline who cancelled flights on 5 December 2020 - now I see people are waiting a lot longer, over a year, and still have yet to receive their refunds from Kiwi. I am going to contact the airline directly to find out if it's has been paid and also ask my credit card company to refund and see how I get on. I wouldn't use Kiwi again and will check reviews of other agencies like them in future or book directly with the airlines. My trust in this company is zero and would advise others not to use.

After 3 months still waiting for a refund of a flight canceled due to covid. The airline's customer service replied after two days of contacting them and they explained that I should basically get refunded from Kiwi.
If you can, do not book with them.

They post cheap flights and then they say that the flight is not available anymore and that you have to pay extra money in order to get your ticket.
When you ask for a refund the refuse it and give you credit instead.

Kiwi charging $1500 to reschedule a cancelled flight. We booked the flight the other way with another booking company. The flight was also cancelled, yet the cost to reschedule was $0. Kiwi is clearly not competitive with other booking companies, and we have been price gouged by them. They gained $1500, lost a customer for life...

My wife and I booked a flight to London in February of 2020 -- Flight was scheduled for Mid-September. Obviously the pandemic hit and we crossed our fingers and hoped we would still be able to go; but as time rolled by we were not optimistic. September came around; and our flight was officially cancelled.

We had reached out to Kiwi a couple times in the interim to keep full understanding of their refund process -- and a cancelled flight should 100% no questions asked be a full refund. The airline (BA) would unquestionably refund the ticket cost.

We waited from September to December with naught but robo-emails and form letters asking us to be patient. We are reasonable people; we understand that the pandemic has stretched a lot of customer service departments thin and we were not hurting the for the cash.

When January rolled around and we had still not heard anything; We sent a firm (but fair/reasonable) email requesting an update. We received the same form email again.

In February of 2021 we reached out to the DOT looking for help. They said we'd hear from the airline and Kiwi within a week; and we did! BA reached out with a message that said in essence "We don't really have anything to do with this booking, sorry can't help" and Kiwi responded with a slightly different version of their form email.

It's been crickets since then until last week when they updated us that "they had done their best" but there was no refund available. None. Nothing.

To me this tells me that Kiwi either:
A. Never bought the tickets in the first place; in which case they are a scam or;
B. BA refunded the tickets to Kiwi and Kiwi used the funds elsewhere; in which case they're a ponzi scheme.

My lesson here has been that even if buying direct from an airline costs more; it is 100% always the way to go.

Do not give these people your hard earned money -- they are thieves.

Absolutely Terrible & They Will Not Do What They Suppose To. I tried to use Kiwi for a trip out the country. $564 dollars. My name was wrong on the reservations so i contacted them 3.5 weeks in advance to tell them this, and tell them i needed this to be fixed for my flight. They told me they would have it done 48-72 hrs before my flight. I called the airlines and they said they would change it for FREE but Kiwi, the travel agent had control of the ticket. I messaged them about who i talked to and that its free for airlines to change. Kiwi wanted to charge 45 per name change with the airlines. As ridicoulous as that is, i had to go so i was willing to do this. They said we will email you instructions on how to pay. They never emailed me, never contacted me about the ticket and never said anything to get my ticket correct. If i could give them a negative 5 i would. I have all message exchange and reciepts to back all this up. An if you wanted a refund, from a 564 ticket, they would have only given a $12 refund. Fradulent company, i would say so. So if you plan on using them, i would tell you run as fast as possible from them.

Second time I've been stupid enough to be scammed by them. Hidden extra charges each time. DO NOT USE

They are thieves! The conditions of use are not respected. It is been 7 months and they didn't refund me. They continue to blame the flight Airline which I contacted and told them they didn't receive any demand from Kiwi. I highly recommend sending an E. U complaint form to the E. U AIR PASSENGER RIGHTS when you can't get satisfaction with kiwi.com customer service. I am really disappointed the business is not reliable and impossible to get anyone by phone. The only way to complain is to send an email to them and their answer is always the same "not our fault... blablablabla..." This is what I did after many attempts to get my refund back...

We had our flights cancelled by the airlines because of covid. Kiwi wouldn't refund our money. They said to contact the alirlines directly. We did, only to discover that Kiwi had already received our money back from the airlines. They blame the airlines as a way to keep our money! They are dishonest and set up their system to keep people from contacting them. DO NOT USE KIWI!

WARNING! DO NOT USE THIS COMPANY
I paid for 3 tickets and had to change my flights 12 days prior to departure due to an issue with a visa for one of the party, I expected that I would be able to amend the booking dates for a fee and pay any additional amounts due to price changes. THIS IS NOT THE CASE WITH KIWI.COM, I will lose the full payment include baggage and insurance pre-paid.

This is a bad company to do business with, they have extremely restrictive policies and I advise not to use them, you will be disappointed. I only wish I had read the reviews prior to booking with them.

The people that work for this company should be ashamed of themselves, I hope the CEO has a terrible life ahead of him and any investors, Absolutely shocking!

It is the worst customer service they dont resolve nothing to you! They steal your money. I purchase round ticket including the baggage they never transfer the fee for the baggage, to the airline. JUST A RIP OFF!.
They dont refund any money back for the bad service. Absolutely I dont recomend this site.

Booked return flights before the pandemic. Flights cancelled by airline but no refunds, no vouchers!

Kiwi.com booked us on a flight we weren't eligible to fly on- then even though we had booked a Flexi ticket they wouldn't re-book or refund anything. It was the first leg of a multi leg trip and we missed the entire trip. Customer service was absolutely not helpful and even hung up on us. It was really an unbelievable experience.

I bought a ticket for London (San Francisco to London), I went to airport and they couldn't check me in because the flight that they sold me was for Barcelona not London, They didn't check me in, I called the customer support and she was keep saying I don't understand, she couldn't do anything not even refund my money back, THIS IS AN ABSOLUTELY FRAUD - PLEASE DON'T USE KIWI.COM