Kiwi.comReviews 2,193

Do not book with KIWI.com! SEPTEMBER 2020
I just bought a flight with them and 1h later I go to the airline's webpage to manage the booking and I have the information that the flight was cancelled. Meaning that Kiwi just sold tickets for a flight that was already canceled.
Furthermore, they will not reply to your calls or messages. Saying that their customer support is poor is incorrect. They have NO CUSTOMER SUPPORT AT ALL, as I have been trying to call and messaging them for over a week and they did not reply.

I had booked my flight to Paris and it was the worst experience I've had for booking a flight. I canceled my flight thinking that they would give me full refund but it was only partial and I paid $23 more to get the full refund and they said it will come less than 6 weeks... which it did come in five days but it was partial... I PAID $500+ for a ticket and they only refunded me $80

I am so so disappointed in their customer service
Never book with them
Also I tried calling them over a hour, and the call line says the representative will be available in 5 minutes over the last 45 minutes and even getting to that point in the first 15 minutes of the call was ridiculous... someone please get this company out of the internet or get a new CEO please and CHANGE UP EVERYTHING!

Kiwi.com is truly a rubbish company. Terrible service and scam you out of a lot of money when a flight is cancelled. They'll blame the airline, claiming the airline doesn't refund in full. But its kiwi.com that's actually holding back crazy high admin fees. That you never actually get to see in the booking process! What they do is illegal and immoral! Request credit card charge back, the only way to get a full refund! And then never book with them again! Always direct with the airline!

Kiwi.com is an association of thieves. They will try to rip you off and their "team managers" will call you at 1 am in the night to tell you, that they won´t and can´t do anything to refund services that weren´t rendered. Luckily I am just talking 110 € here but in essence, kiwi claims to have to get back with the airline despite you paying them. I can only concur to what others say, avoid and if you are having issues, charge with with a lawyer and with the police. It is the only way to deal with thieves, crooks and criminals.

Due to covid 19 changes & quarantined again our flights from Malaga to Hungary needed to be changed, kept trying but couldn't do it online on my own kiwi.com account that they get you to set. After 7-8days of sending messages & no answer bu phone, I got a response this morning which was too late as our flights were this morning, saying my issue had been resolved & blocked me from replying.
Worst, worst company ever for customer service, we have now lost over £300, a strong complaint letter will be sent to the head office with more bad reviews to follow... will never ever use a third party for flights again... biggest mistake I've made, will take your money then dont want to know...! Furious

Zero stars really should be an option when reviewing Kiwi's customer service because unless you pay extra for customer service then it basically doesn't exist. My main (but not only) complaint is that I paid them to add luggage and it didn't get added. Then despite the fact that they admit they did not do what I paid them to do they still require me to request a refund instead of automatically giving me my money back. Then they say they won't give me my money back unless I show them receipts that I paid at the airport. Kiwi if I pay you to do something, you don't do it, and then you refuse to give me my money back that is called a SCAM! How many people have you cheated this way?

If I could give them zero stars I would! They have such poor customer service and like everyone else said, they are thieves. We paid so much money for flights for 4 to Europe but due to COVID-19 we couldn't go. One of our flights even got canceled. We paid extra to have kiwi get us most refund back. Instead they did not even get a third of our money back. When you call them, they narrate the same speech over and over. They are useless. They lie and say airline only refunded them some money and not all but when you call the airline, they say they refunded all of it. Will never use kiwi.com again.

Kiwi.com is without a doubt the worst travel agent that we have ever used to book a flight. We had ourselves drawn to the low prices, but we found out through tough learning why the prices are as low as they are.
Kiwi has abominable bad customer support, no matter what kind of ticket you book. We booked the cheapest version, the saver ticket, but later on we choose a higher rank of customer support in getting our refund and we experienced no difference whatsoever.

Kiwi informed us that the second flight in our itinerary was scheduled for earlier departure than intended, therefore the whole flight scheme could not be carried out. On this, we requested our money back with 'assisted refund' (an of course, they charge you for this too). Later on, they informed us that also our second booking got canceled by the airline. We also requested a refund in this matter (and again paid the fee for assisted refund). Both 'assisted refunds' where promised to be paid back to us within six weeks. This has now been FOUR MONTHS and we have not seen one penny of our money back. The total of bookings cost us well over 1500 euro (excluding fees). We are not able to call Kiwi, since they only take phonecalls from flights leaving in the next 3 days. This leaves us with e-mail communication that is not answered for least weeks (if even answered at all).

Kiwi has the worst customer support ever, does not follow european and international law concerning passenger rights and tries to take money from you wherever they can. I wouldn't advice anyone to use this travel agent. If left with no other option, you are better off not going at all.

I was very disappointed with Kiwi. First I had to pay a fee for booking with them. I have neer read that anywhere on their page - it must be somewhere in the very small paragraphs!
Then the e ticket said, that I have a flight, on which I can not check-in language. So I packed my hand language ( it had the right size and weight but American told me that my personnel item can not have wheels (!) So I had to check it in and pay 35 Dollars.
On my return flight, Kiwi did not inform me about a flight cancellation. I had to wait 9 hours in New York. Customer service told me, that they had not been informed by American, but when I called American they could tell me the exact day and time when they have sent the email to Kiwi (3 days prior to the flight!)
It was definitely the last time I have used Kiwi.

If you have no issues with your flight then Kiwi is a safe booking agent. However: Our flight s were cancelled by the airline due to Covid and we had to make alternative arrangements and have been waiting for over 4 months to get our $800+ back. All other refunds from other booking agents, Hotels, Insurance company were completed within a few weeks but Kiwi no such luck. As I said over 4 months and still waiting. Do your self a favour and do not use Kiwi.