Kiwi.comReviews 2,193

It´s really sad to write this review, but specially sad to see how this company doesn´t feel any kind of empathy with clients affected by the Coronavirus crisis. We are not able to flight outside of China and we asked them to help us with a refund of our tickets since it´s impossible for us to make it since we can not leave the country. After talking to Costumer Service they basically said they jus´t don´t care about our situation since the flight we have booked with them is not from or to China. That is true, but the passengers in the reservation are chinese and can´t leave the country. You all should know what´s the position of Kiwi.com regarding an issue like the Coronavirus. We are seeing our friends and family being affected, even dying. It´s not easy. We only ask for help and understanding, but instead they offer us 10 euros refund for a reservation of 4 tickets. Thanks to other companies for being beside us, and thanks to Kiwi.com for letting us all know where you stand for.

HORRIBLE

First of all, I booked a flight home from Thailand to NYC with them for FEB 22ND 2020 - We happen to land in WUHAN out of all places with China Southern Air airline. The flight has been cancelled obviously - and KIWI is giving me a hard time for a full refund!
Can you believe it?
The airport is closed and airline has been cancelled what more can we do? The agents we spoke to are all horrid; not helpful and useless.

I WOULD NOT RECOMMEND THIS TRAVEL WEBSITE AT ALL.

My son booked a Return journey to Thailand from Korea. When he arrived at Seoul airport he as told he could not board as one of the flights was via the only airports in China that needs clearance from the airline. The airline in China did not answer the phone so he could not board the flight. This information was not on either the official uk visa advice for China or the official Chinese government visa advice to uk citizens.
Kiwi refused to refund any of the flights despite selling us a useless travel insurance.
The core of this matter is either kiwi knew about this situation with clearance needed for this one airport and did not tell us which is very professional and a dubious business. Or they were not aware themselves which again is unbelievably unprofessional given they should know about the product they are selling. A better, more professional company would know this incredibly important information when selling a ticket that involves transfer there.
They have consistently refused to take any responsibility and I believe that they should not have sold my don that ticket. Please think very carefully before using this company. I would not recommend them.

I booked a flight with connection on Kiwi.com
They booked 2 separate tickets although it was the same airline! As a result, the connection desk at the transit airport did not let us through and we had 1 hour to clear immigration, emigration and security in Bangkok... which is impossible! And of course the guarantee was not actionable! To avoid the same problem we changed our first flight on our way back to allow enough time. It cost 330USD which I claimed to Kiwi, they never replied! AWFUL!

Stay well clear of them Disgrace!. Booked a flight from Germany to dublin 55.08 e no flight confirmation ever came! No customer service to contact and no flight booked! So I had to book a 2nd flight with another company to get home.
They took the 55.08 euro from my account though! Trying to even contact someone for a refund is impossible to say the least.
The worst company I have ever dealt with I am only glad my loss wasn't worse I feel bad for others who are out of pocket for more money!
Please do yourself a favour use another company instead!

The kiwi.com guarantee is 100% bull$#*!. They will stall and lie and then deny what the guarantee clearly says on their website. Our flights were changed twice to options that no longer worked for us and the guarantee clearly states that if flights are changed and they affect your itinerary then they will find you another flight or give you a refund. We wanted a refund but they argued that there is mandatory 20 euro processing fees for any changes because it is the airlines fault but then they also say that kiwi.com can never make flight changes this always being able to charge you this large hidden fee. Then they would not give us the refund because it did not affect our itinerary even though it would have is miss a different flight though the same airline. The manager then argued that it only counts if the itinerary is a booked kiwi.com itinerary. So they will only help you if you have booked your entire trip through them which I would highly recommend that you do not. I will be disputing these charges via my credit card company and they aren't going to get a dime from me. Avoid this company like the plague and book through the airlines directly. Kayak.com sent us to Kiwi and I have serious doubts about their referral polices now.

If I could give 0 I would! Please DONT trust this company
We made a booking for a Jetstar flight Tokyo to Gold Coast for $2100
We then got an email once they had taken $2100 from our credit card the next morning to say they would not release the tickets to us unless we paid another $800 - bit like a ransom
The only way we could get a refund alternatively was to wait 10 days
In the meantime the original flights had gone up and we missed out
Please don't book with kiwi.com

I booked my flight from Peurto Vallarta Mexico to Oakland through Kiwi.com. They had me going through Guadalajara airport from Puerto Vallarta with 1 hour and 36 min to spare for an international flight. That meant getting off the plane and having to check in. Their website would not let me check in on line. I had not checked my bag so I ran to the ticket counter to check in. There were about 50 people waiting to check in. By now I was under an hour to catch my flight. I pushed my way to the front of the line, got yelled at and begged to get on the flight to Oakland and I was told the flight was closed. I spent the next 5 hours trying to get a flight home. There was only 1 airline that flew to the US and I was told the next flight was 1/11. It was the 5th of jan. I finally got someone to work with me, got a flight to Denver then home. Took over 30 hours and $1100 extra. The origional flight cost was $650. With loss of wages and hotel and cab etc it was a $2500 loss. The Kiwi.com guarantee only gave me back $500 despite the receipts etc. It was clearly their fault that they booked it so poorly and I do not suggest dealing with them. Although they are "scripted nice" they don't know what they are doing and many don't speak clear English. I called every day for 7 days straight.

I've been traveling for 20+ years and I understand that sometimes flights get cancelled, airlines overbook their flights, and things can get complicated when traveling. But it is how the companies treat their clients what makes the difference in how you react to the inconvenience they caused you.
I booked with Kiwi.com from STL to Buenos Aires. I had to pick up my luggage, go through immigrations and do the check in for each connecting flight. But I knew that before buying my flight with them and it was my choice to do it so I do not hold that against them.
The problem started after my 3rd connection when I arrived in Santiago (Chile) at 2pm only to find out that my 6pm flight didn't exist and that it left at 10am. Kiwi.com said they would take full responsibility but thats when the nightmare started. After waiting for a while to talk to a representative they booked me through Hotels.com in an apartment with no receptionist (had to contact the owner myself to coordinate for the key), sent me to the wrong apartment (even after I spent 3 hours trying to tell them that the owner of the apartment said that Hotels.com had the wrong adderss) and on top of all this the money that they refunded me for transport and food didn't cover even half of what I had to spend because they sent me to the wrong apartment.

An awful experience. Kiwi failed to check their junk mail where the airline I was flying with had continuously tried to contact them for one month to tell them my flight was cancelled. Kiwi eventually responded to the airline a few days prior to my planned flight but still didn't tell me it was cancelled. Naturally, I arrived at the airport but there was no flight on the board. The airline itself had its offices closed for the day at the airport so there was nobody for me to speak to. Whatsmore I was in Lebanon where a revolution was taking place. As a young female suddenly stranded with nowhere to go I was terrified. When I logged into my Kiwi account they said I had to buy a new flight. Finally, when I found someone to help me book another flight they told me it would be 600$ a sum I didn't have. After calling around friends and family to send me the money I got on a new flight arriving 7 hours later than planned.
Kiwi did pay me back for the second flight but when I requested information about who profited from the 150$ for the original flight that got cancelled one month prior, they said they would be keeping the money! I then requested that the original (non-existent flight) be repaid and compensation for my ordeal be given which Kiwi denied continuously. Their customer staff were untrained in the knowledge of any flight passenger rights for delayed flights and stated the fact that the emails from the airline went into their junk was not their fault... well it was definitely not mine. I will NEVER use Kiwi again and want to warn all potential customers of the possibility of similar situations happening to you! Always book directly never with these agencies!

On a two-way trip from New York to Berlin via Amsterdam, Kiwi.com managed to get me stranded twice on Amsterdam airport:
On the first flight they "forgot" to pay KLM for the flight ticket Kiwi.com should have purchased for me resulting in me having to buy another ticket for that flight 1 hour before departure (you will know how costly that was) and I'm still waiting for my refund.

On the way back, the first flight was delayed (Kiwi.com probably hasn't any fault in this) resulting in me missing the follow-on flight. However, they were not willing/ able/ capable? To book my on the only other flight to New York that day (despite the fact that I had informed Kiwi.com 4 hours prior to departure of that other flight about my delay). Now being stranded in Amsterdam without my luggage, Kiwi.com instead offered me a refund of my flight to New York (which was ca. 20% of the price of a new flight at that time) or a new flight the next day with a 1-night stay in Amsterdam ("All paid for by Kiwi.com).

Having arrived at the "airport" hotel, I realized it was 15 minutes taxi drive from the airport (of course I had to pay for the taxi) as well as a 40 minutes drive to Amsterdam city center with no other restaurants or activities close by. Then, Kiwi.com had promised to pay for breakfast, dinner and the hotel room - none of this was the case! I had to pay for all myself (reimbursement is filed but as they have so far not reimbursed me for my first flight 4 weeks ago, I am certain I will either not get any reimbursement or it will take weeks).

Last but not least: The original ticket price was just 5% cheaper than if I would have booked it directly with the airlines. I am 100% certain, I will never use Kiwi.com again and cannot recommend it to anyone - not even to save costs as in the end, you will pay more! And you will waste a lot of your precious lifetime waiting on airports and speaking to (10!) customer service agents that are all very friendly, but seem to have no flexibility or rights to make decisions. Also you have to call them as they "cannot" (or don't want to?) call you back. Of course it's not a toll-free number so you will also have additional costs here.

All in all: Using Kiwi.com saved me 5% vs. the alternatives on the ticket price, but so far I have paid at least 15% more due to the additional costs that Kiwi.com promised they would be paying, but didn't. For me this company sounds like scam and everyone who ever thinks of using it, think twice!