Kiwi.comReviews 2,193

THIS IS A 3RD WORLD COUNTRY COMPANY SO YOU'LL GET THE WORST POSSIBLE CUSTOMER SERVICE!

Absolutely garbage company. For my last trip from Los Angeles to Istanbul, they booked my tickets. My connection flight in London was impossible to take. In London I had to leave the airport and go to another airport in another city which costed me $200. Yet I missed that flight and had to purchase another ticket over there. I lost around $400 to pay for the extra luggages again which I'd already paid for in Los ANGELES. Called the customer service several times to get help but they were so disrespectful and awful even the supervisor. I travel a lot and have never had any issue with other companies.

Their tickets might seem cheap but they're impossible to use. DO NOT USE THEM.

Kiwi.com is nothing but a gang of scammers.
The refund policy is only dust thrown to their customers, offering 2 possibilities: getting 10 euros refund for a flight or paying another 20 euros and waiting 6 months for getting an unknown amount refund.
It seems like is the time for the best layers in the world to take action and destroy them as they deserve.
And this should be a lesson for all the future customers: Kiwi.com is not an option. Never.

Text of an email I sent to their customer service:

Thank you for your email, although this is incredibly disappointing news.

At the time that we applied for a refund to the last leg of our trip I was told by Kiwi.com to talk directly to Air China about the situation because it was based on the emergence of the coronavirus outbreak and concerns about traveling to China. Air China told us that there was nothing they could do about our booking because it had been made with Kiwi.com even though they had published on their website ways for refunds to be made due to the virus situation at that time.

The result of this is that we are going to avoid traveling with Air China whenever possible from now on and will not be using Kiwi.com services in the future. The inability of these two massive companies to help us despite several phone calls that I made to follow procedures and policies in the midst of a situation that was completely out of our control - and a decision that was made with the best interest of the safety of my family at the time - is incredibly disappointing and speaks to the fact that an economic bottom line is more important than customer safety or service from either company.

En estos momentos en que todas las aerolineas ya modificaron sus políticas de reembolso y cambios de vuelos cuando los mismos fueron afectados por cierres de fronteras, esta "empresa" que lo único que quiere hacer es estafar a quienes compramos por intermedio de ellos, solo les importa que les pagues por adelantado 20 euros, cuando la aerolínea ya me ha confirmado por varios medios (email, su chat, su call center) que me ofrecen el 100% del valor pagado en un voucher para que cuando todo se solucione, pueda fijar una nueva fecha de vuelo. Kiwi no responde su call center, y solo piensan en ganar dinero a costa de la situación. Pero será la última vez que conmigo ganarán dinero. Nunca mas ESTAFADORES!

Bad! It looks like this company doesnt care about their customers! No customer service at all, they are not responding to the emails, in order to speak with human being on the phone you have to spend around 4 hours. They are not informing about the status changes if the flights were canceled. There is only two refund options with a handling fee of 10 or 20 euros even if you are paying this fee they are not willing to refund you a full amount!
By the way im still waiting for the response from kiwi, as my flight is in 4 days, and the airlines already informed about my canceled flights, but they are not changing the status, im trying to reach them for a week. I want a full refund, but probably they will keep ignoring me

Really bad experience, I want to think that it's not a SCAM, but... it looks like it is a SCAM.

Due to corona related travel bans, my flights from Dubai to Berlin - Berlin to Istanbul and Istanbul to Dubai are cancelled.
For some reason, they want to refund only the Berlin Istanbul (for less than what the airline Turkish Airline is refunding) and only in Kiwi credit (Turkish Airline is refunding in full on their credit card, this was confirmed by TA customer service).
Long story short never ever book through Kiwi, they are super disrespectful and the customer service guy was obnoxious and rude on the phone. Money and time lost. AND they are making money on their customer's backs during the crisis, that is disgusting, SHAME ON YOU Kiwi.com

I paid 2357. 59 AED for 2 ways travelling only for 7 days going to philippines and coming back to dubai. But as the situation is critical now i want them to refund my ticket cause saudi airlines is already lockdown and they dont have flights anymore.Kiwi.com are telling me that i can rebook and get a refund through manage my booking but the truth is i cant, we cant even rebook and refund our ticket, cancellation policy is nothing. I am calling time to time of thier contact numbers but they're saying the agents are busy. Please i am suffering of this situation please return my money I dont want to travel anymore. GOD is watching of what we are doing to others

Country I'm travelling to has its borders shut due to coronavirus, after 2 hours on hold got through to someone from customer support, advised me I am not eligible for a refund (which is contrary to EU law as the borders are shut and FO strongly advises against travelling to that country AFTER I purchased my ticket). After requesting for a senior member of staff they advised me I would get a call back within the next 2 hours, for nothing.
Fast forward a week later I've been calling everyday on hold for about 3-4 hours before they eventually hang up on me. Will have to take this further and probably contact a solicitor.

I have been using this website for the past few years. The site itself is well designed, however my complaint stems from their lack of understanding. Amidst this coronavirus out break, unlike other companies that have adjusted their booking policy, they are refusing to allow me to change my flight. Instead I must loose the current flight, and book another at full price.

It seems they are more concerned with making money than public safety. I would understand a transfer fee, but outright refusal when a pandemic is out there makes no sense.

I called to for assistance regarding canceling my booking due to my husband being restricted to travel due to Covid -19. The $1100 flight would not be compensated as credit. Instead, their policy for immediate refund is a return of 15 Euros or pay a fee of approximately 26 Euros, then pending what they receive, you may be refunded a partial amount. In turn, no guarantee.

Many companies value their customers and realize during this dire time people were booking flight to get their loved ones home. Most airlines and booking companies provide credit. After OVER two hour wait on the phone. The customer service rep. Had the audacity to state a personal attack. I was only on the phone for less than 5 min of assistance and she said,"You are not the only one, you are one person". "Think of other people that are in the queue and need help." Her statement not only belittled me, but was so subjective and ignorant in her personal attack. She has no idea of my desperation to get back a family member, like many others. That personal information was not even revealed, as that is irrelevant, at this point, many individuals are in the same situation.
They do not value you as a customer. HORRIBLE experience.

This company is appallingly bad and dodgy. I was desperately trying to get my son to fly home from London in these very scary times and undergoing a lot of anxiety as I had just those few hours on 16th march to book a flight and get my son over as Malaysia announced it was going into lockdown on the 18th of March. I purchased a business class flight with this kiwi company thru skyscanner and the payment went through but then I got a message that they needed further verification. On calling them I was put on an recorded message for over an hour and 15 mins on the phone before they answered the call only to be told I needed to book 12 hours before as they would not be able to process the ticket and verify the payment. The assistant was extremely incompetent in giving a sensible explanation as to why now that she had finally answered the phone she could not verify the payment despite my pleading with her that I didn't have many options as I had wasted a lot of time with this booking and my son would be stranded in London for possibly a few weeks to months.In the end I had to accept that I would have to cancel that seat on the flight and book another one but later when I tried to book another business class seat, the other airlines had also sold out! Plus my money was tied up with this company and was told it would take 10 plus days to be refunded despite kiwis representative telling me that the payment could not be processed! I'm shocked that skyscanner allow such companies to operate under their banner and give so much unnecessary hassle and anxiety to customers in already stressful times.