Kiwi.comReviews 2,193

Worst experience, rude unhelpful staff.

I got stranded overseas mid flight, and Kiwi now refuse to use the kiwi guarantee they promote to pay for accommodation and meals (I'm stuck for 14 days).

They then email me at 1am, telling me I have 4 hours to select a flight home.

I told them I need to do it during business hours so I can arrange things with my airport, embassy and customs etc. They told me too bad and nothing they can do.

FIrst and last time I'll ever use them. Scammers

DO NOT BOOK WITH KIWI
I recently booked a trip from Canada to Australia, a week later Kiwi informed me the middle leg of my flights was cancelled and I would need to pay an extra $1,000 to get on an earlier flight, which I did.
My flights were confirmed. A few weeks further I get to the airport to check in and discover a country I am flying through had changed their travel restrictions a week prior, so I was unable to fly at all.
I had paid extra for the Kiwi 'Plus Service' in the hopes I would receive extra help with the pandemic currently occurring, although Kiwi never once let me know of these changes or gave any warning that I would not be able to fly.
I called Kiwi at the airport and they basically told me "bad luck, you should have known". They could not give me a reason as to why they didn't notify me about those changes to my flight plan other than "technical issues".
I have since been on the phone for 2 days trying to speak to a senior staff member as the call centre workers just read off a script and wont answer my question, just keep telling me a supervisor will call me back in an hour, yet they never do.

Do not book with Kiwi, they're taking advantage of people and the cancellations in flights during this time of Covid-19.

I have bought flights via kiwi when they were cheap. Kiwi did not pay for the flights at the time I made my booking and 4 days later they are sending me a message that the flights gone up and now I have to pay the difference for the new ticket prices! Why was this not processed when I made the booking? Kiwi should be paying the difference! Is this going to continue until ticket prices are ridiculous and I'll have to continue to pay the difference? Did I sign up for alert system instead? NOT RELIABLE. Obviously they are unreachable to explain this.

Kiwi.com is by far the most nightmarish experience I've ever had with a 3rd party travel site. My flight was cancelled due to COVID-19 (not Kiwi's fault), but they are telling me that there is not a guarantee that I will get 100% of my money back, and that if I see anything, that it will take three months to process my refund. Three months. Are you kidding me? I called the airline directly, and since Kiwi's Visa card was used to process the transaction, the airline cannot refund it back to me. This is little more than theft, and I'm astounded that they are still in business.

I did a quick Google research before purchasing international flights through Kiwi's website and was pleased to find several positive reviews. Fast forward to 2 months later and I'm joining a 2,500 plus group: "Victims of the Kiwi scam" group on Facebook to try to figure out how to get a refund for my canceled flights. I later learned that they pay their employees to write positive reviews on different sights.
Their costumer service and policies are a joke. They offered me a $11 refund for a $1,200 flight. Save yourself the hassle and skip Kiwi.

I recieved an email telling me I needed to check in online before a certain time on the PREVIOUS day (i. E. the email was sent long after the deadliner had passed) or else I'd need to pay 50 euro fee for on-site check-in.

There's no way to contact customer service and the help pages on the website are infinitely loading (I waited about an hour total to receive no content).

Eventually, I booked the same flight directly with the airline, checked-in on line by myself, and decided never to use Kiwi again.

Airline cancelled flight due to COVID. Sent me email late May stating they processed my refund. Since I book the flight via kiwi, I called them to ask where is refund because it's now July and no refund on my credit card statement. On hold for 4 hours. Agent looks up booking reference and I read him the email from the airline. Now on hold another 3/4 hour whilst he "checks with his team". We will see if I ever get the refund.

Suggest they not be used. Bad service. And it looks like bad ethics too.

I've booked a ticket, (booking *******)
After an hour i got 2 emails,
1st here is your ticket
2nd - Action required: the airline changed your itinerary, after clicking on a ling got a message that my flight was canceled. And two options Cancel or reschedule (1hr flight to 10 hrs bus ride). So I canceled. And of course, I can not get my refund because the flight was not canceled.

Then I've booked the same ticket on a company web site without any issues.

Looks like Kiwi is a scam or a bug of a portal.

My flights were cancelled. I was told if I was able to get any refund, it would take up to 6 months. Then I got an email saying my refubd was escalated to priority and would take up to 3 months. It's now been well over 3 months. I was told when I phoned today, I would get an update by the end of the week. I was told the exact same thing when I found last week and the week before. This company is a scam. Your won't get anything from them.

The airline changed my flight from direct to a layover. I booked the more expensive direct flight for a reason and did not want the layover option. The airline informed me that per schedule change guidelines, I am legally entitled to a full refund. But they told me I had to go through the booking agent, Kiwi.com. I brought this information to Kiwi and customer service told me that they believe it is very unlikely that I would get any refund, based on what they are seeing from other users' experiences. They said if I want to roll the dice I can wait the three months it will take them to process it, or I can take $11.26 right now. My trip is in a week. The customer service agent I spoke with at Kiwi was impatient, rude, and combative, through no instigation on my part. The airline is actively discouraging people from seeking what they are legally entitled to, and in the end banking on the fact that we'd rather take the flight or lose $300 than start a legal process. Never again.

I had a Kiwi.com booking for USA to Berlin in mid-March. I obviously didn't take the trip as almost all flights were canceled due to COVID and German borders sealed off. Kiwi claimed "Germany is not on our list of affected COVID countries" (lol) and that COVID-19 travel restrictions were not their fault, therefore I wasn't eligible for a refund. I called the individual airlines on my itinerary and they all said I AM owed a refund, but that Kiwi would have to do it on my behalf. I also never received any flight status emails/cancellations from them (had to check through Google)!

It's now mid-June and I'm still embroiled in a battle with them for my refund. Wait times to speak to phone reps are ~2 hours. Every rep I've spoken with tells me something different -- there's no consistent message/policy -- in an effort to get me off the phone. They refuse to give me my refund. Kiwi.com = complete scam artists who screwed me out of $1,000 and I don't know how they sleep at night. Book directly with the airlines instead.

If you're still not convinced, see this Facebook group for more information https://www.facebook.com/groups/**************.

I understand this is a hard time for everybody, including OTAs like Kiwi.com, but what they offered to me was just ridiculous - I needed to pay 800+ Euros to get my SWISS flight rebooked, while SWISS's website showed that the price difference is only 400 euros. What's more, they didn't provide a breakdown of the new ticket price, no transparency to customers at all, I've been communicating with them back and forth for 10+ emails and no satisfactory solution was found. If I need to go through so much trouble just to get my flight rebooked, what's the point of doing business with them? Had I booked directly with SWISS, there would have been much less pain. Will never book with Kiwi.com again. In contrast, Ctrip.com gave me 100% refund instantly for my other flight.

Thieves, crooks, fraudsters! Never but never buy anything through the kiwi.com
I was advised from family and friends to pay more but not having to go through all the stress and frustration that these scamers dit to me and my wife at the same time... Just don't do it, it's a trap! Is not my forts time having issues with them, but it's the first time when major amount of money is involved. Also beware of anything that's coming from freenota.com somewhere are related so just please save your money and most importantly, your time! Long story short, we booked in March for the May, destination US, on April7th got canceled email, I'm traped in a quarantined country, asking for refund, when they barely answer, they keep stating will take 3 months, when, we need those money now for food and medicine. It's unbelievable how they operate when comes to refund in a pandemic state of mind... still didn't received my refund... Unbelievable... So, please, Never but never buy anything through the kiwi.com!