Kiwi.comReviews 2,193

Using this company was, by far, the worst experience of any travel arrangements I've ever made and that's saying something at 61 and being a seasoned traveller for most of my life. The first inkling that something wasn't quite right with this company was their requirement to pay extra for just about everything i. E. checked-in baggage, seat allocation, meals and so on. That may not seem unusual, but apart from the first short leg of the journey the other 3 stages were business class! They also stated that I could not check in online prior to any of the flights. I opted not to pay any extras except for baggage on the first leg which was an economy domestic flight and I know that often they do require a payment for checked-in luggage because the planes can be much smaller than for international flights. The real issues began, admittedly with a mistake on my part, when I realised that I had made the booking with the shortened version of my name - didn't check the auto-filled information. As soon as I realised I contacted Kiwi.com and asked for the booking to be changed with the 3 airlines involved. Kiwi.com informed me several times via different consultants that all the airline's policies would not allow this to happen and that I would have to book new flights. I had never heard anything so ridiculous in my life. Whilst these 'discussions' were being held via email I saw that one of their agents had re-booked the same flights in my full name and a link to make payment within 24 hours. So, not only had they received my original payment in full, they were indicating that I must now pay 24,000 Rand to resolve the situation AND no suggestion of a refund on the original 15,000 Rand paid. I couldn't believe my eyes! I spent the next week or so contacting the airlines directly and, as I suspected, it was no issue for them to change my name for a small fee - 300 Rand for the first and 750 Rand combined total for the other two. The first was easily achieved online and the others were achieved by going to my local airport. The airlines also emailed me the revised bookings. I was fortunate that I had plenty of time to get this all resolved before I travelled. The revised bookings showed that I was entitled to check-in baggage, meals AND to check-in online. Also, when I checked in online I could choose my seats for the business class stages at NO extra cost. Yes, I complained vigorously to Kiwi.com, but unsurprisingly have not received any further communication from them. I wonder just how much money they are making out of less experienced travellers. They are the most despicable company. End of rant.

Horrible customer service, I had booked a flight and just few hours later found out my brother in law passed. I called to cancel, and unlike other sites to cancel a flight for full refund within 24hours they do not have this policy. They needed a death certificate and proof of relationship? I could have on my own canceled the flights calling the airlines which was not told to me. Gave me a run around while I was dealing with a death in the family. I would never use them again nor would I ever recommend them to anyone.

On 11/16/2019, Airasia collaberate with kiwi.com offer the promotion all-in return fare to Madrid from Kuala Lumpur, Bangkok, Jakarta and Sydney from just RM99/THB999/IDR333,000/AUD199* (USD25). The booking was start at 8.00. I finish my booking and receive booking email at 8.04 as the same time that my credit card were charged. However, after all the promotion price gone in the afternoon, kiwi.com send me an email thet the carrier price change, so I have to pay for the different around 1700 usd. This is impossible since this special price is from their promotion and not the error fare. They just annouce their promotion to gain commercial benefit. And reject your booking later.

WORST BOOKING/ TRAVEL AGENCY EVER
WORST BOOKING/ TRAVEL AGENCY EVER!
I was trying to book a flight through kiwi.com. I was about to check out and pay for my flight when they doubled the price of the tickets. (which is rude but understandable since they are just a travel agency). The worst was yet to come... After I booked and payed (the doubled price) for my flight, an hour later they send me an email telling me that prices have changed and I need to pay an extra $242, which is double the amount that I have already payed, or that I can get a refund. Neither of these options worked for me, because half of my family was already booked onto this trip and we couldn't go separately; the second option of paying double the price for something I already booked and payed for was also unsensible. I called and asked them to either pay the difference which they are telling me to pay, or cancel the trip for the rest of my family. I was on the phone with them for more than 3 hours, (waiting for their "call-backs" which never happened.) I spoke to more than 6 different people, and no one could do anything about it. Their excuse was- the flight is in less than 7 days, so we cant refund you. I asked them to call the airlines and issue me a refund, to which they said they can not and will not call the airlines. I myself had to call the airlines and got the answer that if I had called a little earlier (I was 10 minutes late) I would have gotten a refund. The reason why I didnt call earlier? Because I was on the phone with Kiwi.com members, trying to get this situation fixed, but they wouldn't do a thing about it! Overall I wasted about 4 hours, lost my money and had to book a different trip (meaning I spent extra money). Their supervisor was rude. The last person I spoke to kept interrupting me, and raised his voice told me this is their final decision and they will not give me any type of refund. Awful experience, do not recommend to anyone! Save your time and money, book through a different travel agency!

I booked through Kiwi.com one late night. Tired and worried about paying more and worried about travel times. Afterward, I was nervous and thought about canceling. We were flying from the west cost to Sicily. Though Kiwi charged me a small fee to be able to cancel flights, on their website they said you may not get all your money back for all legs of the flight. So there I am... guess I'm stuck. Then I was annoyed that they up charge you for seat selection. I was able to get around that with every airline I was booked on except Ryan air. I used my booking code to seat select and pay through the airline. It's in tiny print on the receipt you get from KIwi.com, but I found it.
Then I noticed a connection concern on the itinerary on the way home. We had 1 hour to check in on our flight connection through Barcelona with Norwegian Air. (Turns out they don't do online checking for international flights and they have a specific check in window) I called Kiwi. I got through quickly, the agent addressed my concerns, did some checking, called me back when he said he would, sent the email I asked for. (Damn the customer service was good) even reassured I was prepared (mentally) to miss the flight. So the day comes... and we never make it to Barcelona. A storm comes through Munich delays our flight to Barcelona. And I call Kiwi as soon as I know. I get through quickly, they are nice, say don't get on the flight to Barcelona. They will make other arrangements. Connection Guarantee (this is real) the CS person helping me even took suggestions for an alternate flight. He purchased our tickets through London back to the states, and arranged a hotel room in London. They were quick and did cover the cost of our trip home. There are things I don't love about using Kiwi.com. But their CS was great. I spoke w 3 different reps at three different times, all were courteous and did what they said they would do. And Kiwi did cover the cost of our trip home, after our connection was lost. What more can I ask for.

Absolutely terrible service from Kiwi.com - it took me 4 months to receive any refund and they only gave me 1/4 of what they gave my friend (hundreds of dollars less) in the COMPLETE same situation. It took for me contacting the airline myself and having proof for them to acknowledge that the airline HAD actually refunded already the money - stating continuously to me that they were waiting on a reply from the airline. DON'T BOOK WITH THEM, they ruined my holiday and the following four months.

DO NOT BOOK WITH KIWI - ANYONE ELSE BUT
INTL FLIGHT CANCELLED 4 DAYS BEFORE TAKEOFF AND PROMISED REFUND STILL NOT RECEIVED AFTER 3 MONTHS! If I could go back I NEVER would have gone with Kiwi as I feel as if my money has been thrown down the drain with them, money that I have needed to live off of these past few months and the promised refund is nowhere in sight, even after so many follow-ups from me. Find any other site, but DO NOT GO WITH KIWI.

AVOID, AVOID, AVOID KIWI.COM! An absolute SCAM!
Stay away from KIWI.com, they are helpless and useless. Everything is possibly fine if flights do not get cancelled. Too bad for us, that ours got cancelled and KIWI were simply useless and left us nowhere. 1) They didn't inform us on flight cancellation short term - we were contacted directly by the airline. 2) KIWI offered us absolutely ridiculous alternative flight with Ryanair (that were more expensive that our booking, without covering the difference! Plus the so called alternatives, totally didn't suit our needs and request for time restriction at destination. 3) Due to their inadequacy, we had to cancel the other leg from our journey which resulted even in further costs. 4) We filed a refund request immediately after realizing that they left us in the middle of nowhere and guess what 100 days after filing the refund request and numerous long conversations with them on the phone and emails every week we were again NOWHERE! 5) I had to reclaim the amount via my credit card company, in order to get them moving! I got the full amount back, and then they KIWI.com! Imposed a claim on the flight we had to cancel due to their inadequacy! Ridiculous circus that used our money over 3 months and returned only 60% back thankfully via a third party claim!
AVOID UNDER ALL CIRCUMSTANCES THESE CLOWNS!

Used google flights to purchase round trip tickets and when chose flight kiwi.com popped up, so order my tickets and kiwi took my payment and then booking site said you receive flight info the day before the flight? What if booked a flight and sests should come up at the moment to print boarding passes etc. So imediately tried to cancel no phone numbers or live chat so as i tried to find a way to cancel i had my wife book again with google flights and she used frontier airlines since on a computer had more options on a mobile device only kiwi pops up. Anyways in less then 30 minutes booked the same flight and same seats as i did on kiwi and printed out my passes. Thus if payed kiwi for those same seats how could i buy them from frontier. No refund from kiwi yet so beware they are a third party scam in my opinion thus why you will see other reviews where the day before you fly or show up at airport they have no clue of your reservation or flights are all booked and no left stranded. So basically kiwi takes your money and tries to book a seat when it is convenient for them they actually never book the day you pay like most travel sites. So if want a actual flight and true booking do not and i mean do not use kiwi stay away unless you want to waste your money. Called my credit card company in 10 minutes and they said have to wait for charge to go thru since pending which was obvious since tried to cancel as soon as i hit pay and then kiwi posted you get your booking info the day before the flight so i knew i was scammed, still no refund but atleast i made my flight thru a different online site but out the money i paid thru kiwi.

I booked four flights, 2 on one day and 2 a month later, with Kiwi because they guaranteed the connection. Then the first flights on each day were cancelled by the airline. Kiwi moved my flights to the day before and then refused to help as, technically, I could still make my connections. I"m not sure how many people can just suddenly travel the day before, but I can't. The originally didn't even offer advice about a refund, they just told me to contact the airline. I did do that, but then I requested refunds on the Kiwi site and got them. The second airline didn't offer refunds, so I lost the money for my second flight and Kiwi support didn't even answer my second email. So I may use Kiwi in future to plan flights, but then I will book them direct myself. I most certainly don't trust them at all.

The guarantee states
If you're covered by the Kiwi.com Guarantee and there's a schedule change, cancellation, or delay that affects your trip, we'll either buy you an alternative flight to your final destination, or offer you an amount to be refunded.

When you receive a notification that your trip has been affected, please always contact us back within 24 hours, or your Guarantee may be voided.

When the Kiwi.com Guarantee applies:
Your flight was rescheduled, delayed, or cancelled by the airline for any reason'.

I'm confused but there is obviously no point chasing this any further. What can I do if they don't even answer emails?

Connection guarantee FAKE
We bought some flights with Ryanair from Madrid to Amman with a stopover, in Warsaw and Budapest. We bought them through Kiwi.com despite the extra cost due to its guarantee covering the connection that Ryanair does not take over. If you hesitate to buy that flight thanks to that service, dont take the risk.
From the beginning we tried to increase the hand luggage, which had to be via email through them, also with extra cost. T
He worst thing is that warsaw flight changed depart time so that the stopover was not viable any more, so they offer a connection according to their reasonable guarantee that costs 5 flights and 4 stops to get from Madrid to Amman. (33h journey with stops in Warsaw, Gothenburg, Milan and Bucharest). Given the impossibility of making such a journey, we request cancellation and reimbursement since we lose a day of travel with paid reservations. The final surprise is that they cancel flights with a refund of 0 Euros without prior notice, and make us a partial refund (it does not reach 40% of the cost of the reservation). They even charged us cancelation tax becuase it was "volontary"