Kiwi.comReviews 2,193

Initially their customer service was okay, however I missed my connecting flight and therefore wouldn't get back to my destination on the same day, so I booked another flight and cancelled my check in for the new flights automatically booked by KLM. I requested a refund at the airport whilst waiting for my next flight, kiwi said they'd get back to me within 10 days with the outcome and I'd receive it within 30. I received absolutely nothing for over a month, so I emailed them asking for an update where they said I wasnt eligible for a refund at all. I emailed back asking why and explaining the situation and they still havent got back to me (this was about a month ago now).

Avoid kiwi if you can, their customer service when wanting money is decent (when I wanted to add stuff on to my booking), but when it comes to refunding money, their customer service is non existent.

This website is a SCAM. Most of the review on about this website are FAKE. That is why they are short and simple. If you notice, a lot reviews are left at the same exact time. Believe they are FAKE. I booked our honeymoon through kiwi. After I selected our dates and time, requested time off from work, paid... only to find out that they change my itinerary after we paid. Now we are going to get wrote up at work because they changed our flights after we booked it and requested time off from work. They changed our flights to flights with 2 EXTRA stops versus our original flight. Then to find out that we have to pay extra for luggage's on both ours stops (that we never booked)
We got a message saying our flight was delayed going out. We missed our flights only to find out that kiwi can't help it. When I callles customers service the lady tells us that there is nothing she can do and we need to find our own flights to Switzerland. A HORRIBLE DREADFUL experience. We ended up paying $900 to purchase our flights at the airport on our own. Some damn "travel agency"
It messed up our whole Itinerary. NEVER again. The total we ended up paying for our flights... we could've just bought a flight through Priceline or something... with only one stop and paid less. Versus having a flight with 3 stops. I will never recommend this website to anyone we know. Never.

Non reliable.
I booked my flights to Florida with them $714.
When XL airways went bankrupt. They were suggesting to either book another flight for $500 or estimate the refund. Out of curiousity I wanted to estimate amount of refund.
The next day they had canceled all my flights without my approval! And did a refund of $124.
When I called them to require that they rebook my flight because they had no right to cancel them, the answer was "we are really sorry we can't, all we can do is give a voucher of $50 on your next purchase with us".
Poor solution. I will never book anything through this kind of agency.

Dear Kiwi staff members!

I am writing to you because I want to ask for a reimbursement of my ticket and other expenses.

-As you can follow my case from the many phone conversations we had I will write down here all the points that I am complaining about your service.
1- You informed me 2:33 hours before the flight that my original flight to Oslo had changed.
I could not see the email on time cause I was traveling on the airport and did not have internet connections on my phone.
Anyway I was on time for the original flight to Oslo which was at 7:45.
2-I has to call so many times to you to arrange another flight to go to the final destination to Tirana. Which was not a pleasing experience for me. Rather disturbing considering your slow and delayed response.
3-I had to go in the same day to Albania because I was risking to get a fine or a punishement of not being allowed to enter in Europe for many years since my legal days of staying in Eu where expering on the same day. I informed you that I need to go as soon as possible in Albania.
You would be causing me serious legal problems that would affect my future life.
4-After many hours and credits spend on calling in London you arranged me a flight.
5-When I was going to get the plane around 40 minutes before the flight they informed that the flight would be delayed almost one hour.
6-In that case I would not make it to go to the other connecting flight to Budapest.
7-Me and my friends where calling Kiwi and Norwegian services to ask about this second problem.
8- When I informed kiwi that the flight is delayed and I will miss the connecting flight they never told me that I was supposed to take the flight to Budapest because that would be the way to refound me.So I informed on time Kiwi services and they did not tell me what to
Do. I just waited on the phone and the plane left while I was waiting for the service guys to came up with a solution.
9- I waited at the airport for all the day from 7-19:00
10-You did not helped me and I had to spend my night in a hotel.
11-I had to find another flight by myself the other early morning.

Kiwi guarantee is worthless. I purchased two round trip tickets to Paris, FR. XL airways was the carrier of the flight I was to take back from Paris to new york, with a connecting American Airlines flight back to Charlotte. XL Airways was liquidated while I was in France, and Kiwi support notified me the day before my flight was supposed to take off. Aside from the fact that Kiwi support was worthless, their 'guarantee' conveniently does not cover carrier liquidation. Although this is understandable, I was now unable to make my original flight date, but I was fortunate enough to receive a rescue fare directly from Level Airways, again no thanks to Kiwi or their 'support'. However, my connecting flight from New York to Charlotte should still have been covered by the guarantee, and I was now no longer able to make this flight because of their 'guarantee's' exception. Kiwi offered no support in either matter nor any refund for the flights that were missed because of this incident.

I am very disappointed by the way they handled my situation. I booked a flight to Europe, a same day flight due to an emergency. And a return flight one week later. I got confirmation for the booking of the return flight within minutes while the inbound flight was not confirmed after one hour. I called the customer service and they kept saying they were still processing with the airline and not to worry. This went on from around 10am to 5pm (I called 4 or 5 times in between). Finally, at 5pm they sent me an email saying that they could not book my flight, due to a technical error. Even after I called again, they would not book my flight, nor give me a refund for the return flight. Note that I was supposed to leave at 9pm on same day. I was finally able to book that flight myself through the airline. However, I found the experience very unpleasant and very unprofessional on their hand.

NEVER USE THIS COMPANY. Allow me to join the 96%+ of reviewers in awarding this scam just ONE STAR. I booked a flight with Kiwi.com with an airline that offers free changes of flights and also has a reasonable refund [cancellation] policy. First thing: Kiwi has failed to issue the ticket after I paid them 36 days ago. Therefore I cannot make any changes to itinerary with this booking. Kiwi claims on "Manage My Booking" that no refunds are likely to be available. I can't "Manage My Booking" because the airline doesn't even know the booking exists because the airline has not issued the ticket, because Kiwi hasn't informed them! I have had to pay Eu20 for processing a refund they say I probably won't get. What's really going to happen is that Kiwi will pocket my money based on the claim that the airline doesn't process refunds. I will delete this review if I get 70% or so of the money I spent on this booking. Otherwise the review stays: NEVER EVER USE THIS COMPANY - IT'S A TOTAL SCAM

Over 48 hours on the road and I'm still stuck for one more day in Paris and they don't want to anything about it.
My first and last experience with kiwi.
Booked a travel from London to agadir (via Dublin) that was supposed to take around 9h.
An hour before my flight to Dublin I read an email from them that the flight from Dublin to agadir got canceled and they offered me an option for next day (24 h later) to fly to Paris beauvais Airport and transfer to Paris Orly Airport for another flight to agadir (around 4 h inbetween and no option for checking online). Missed by 10 minutes the airport check-in in Orly and when I called them they said its not they're fault.
My personal opinion better not book with them and avoid some stress.

Kiwi.Com is a Czech-based company that has been ripping off Kiwis for awhile now. We were initially attracted to their supposed cheap fares and when we finally totalled up all their charges, taxes, fees and extras it almost doubled the price. Adding insult to injury, they managed to assign my passport number to my partner and when we tried to correct this we were charged another 20 Euros. There are a number of legitimate NZ and US discount airflight providers that offer genuine discounts - Kiwi.Com is not one of them and we would advise people to give them as miss.

I assume any positive review of this company is fakecheck other websites. NEVER buy a ticket on kiwi.com--they are completely fraudulent. When I made a booking through Kiwi.com, there was only one baggage purchase option available for 15 kg, which I purchased. There was NO other purchase option for a larger bag on the website or at any time after, which would be available if you bought from the airline. When I arrived at the airport, Easyjet charged me 90 Swiss Francs for my bag because it was 5kg beyond the limit (had I been informed of any issue in advance or that there was no way to pay the normal difference in fee, I would simply have brought a carry on bag, which easily would have fit 5kg).
The employee at Easyjet check in, Ehsan, and his manager, Suzanna, refused to wave or reduce the fee. But Ehsan directly admitted that Easyjet knew there was a problem with the Kiwi website and that many customers had complained, but "not enough" for Easyjet to bother to do anything about it. He admitted explicitly there was no other way to purchase the larger baggage option on the Kiwi website (you would have to know you need to download an Easyjet app, and then use the app, which is not an option ever disclosed). Eshan also said I could have bought two bags at 15kg, which is absurd, as there is no way to know that Easyjet would allow you to combine them for single bag, and also would have been more expensive than the larger bag option which was never made available.
This is the legal definition of fraudit means Easyjet is allowing or encouraging Kiwi to sell its tickets in a fraudulent manner so it can charge passengers exorbitant amounts at check in and Kiwi.com is defrauding countless customers. Kiwi.com's response was beyond fraudulent--it didn't even address the issue, its website, the information I was given, nothing. This company is a fraudulent enterprise.

I tried to book a flight and the website said that my credit card was NOT processed, so I booked a different flight with a different credit card. Then, I received the booked confirmation and my credit card was charged. So now I am paying twice for my one flight. I tried contacting the support email and just get automated emails back telling me to file for a refund - okay, but it doesn't look like I am going to get any money back and I will have to pay the handling fee.

Booked a flight on 8/16 only to find out that I wasn't allowed to check a bag, canceled within 1 minute. Was given the cancellation amount (less their fees) via email, and was told it would take 30 days. Followed up on refund today 9/19, was told that the email was only advising "what" they would be refunding me "if" i decided to cancel. The request a refund AND cancellation feature is the same link... when I try to also "cancel" it says I already initiated a refund request on 8/16... hot hot garbage.