Kiwi.comReviews 2,193

Do NOT book. Lost over $300 because of their inadequacy as a company to contact customers about refunds. My flight was cancelled due to a typhoon and I requested a refund for both my flight to Taipei and my returning ticket because it was now invalid. Did not hear back until it was after the flight and they said they refused to refund. If that was the case, why didn't they tell me sooner so I could reschedule it for a later date or contact the airline myself. A terrible middleman and incompetent customer service assistance. I get a new agent with every response to my email.

I received an email from Kiwi.com stating my refund is on its way in the amount of $451.81.
Our flight from London to San Francisco was delayed by 2 hours which caused my family of four (including my two children, 7 and 14) to miss the connecting flight from San Francisco to Portland. Kiwi.com representative ensured that we can purchase a new ticket and we will be reimbursed to that amount. That amount was $1543 for the same-day ticket. After submitting all documents promptly I waited patiently for their response. Nothing for three weeks (they promise to process refunds within 10 days on their website), I sent another email asking for an update and then they agreed to pay me 1/3rd the amount. There was zero assistance offered at the airport if you need help, it takes forever to identify what is their customer service number and then when you finally speak to their representative, you cannot trust by what they say... I was promised a full refund on the urgent ticket I had to endure purchasing only to realized weeks later and after several follow-ups that it was not true. Do your self a favor and steer clear of kiwi.com. It may be cheap and luring to buy, it will potentially cause a lot of trouble at the back end. Do not learn it the hard way.

I booked a ticket from Mexico City, Mexico to Boise, Idaho, USA, with a plane change in Las Vegas, Nevada, USA. KIWI.com allowed 1-hr between landing in Nevada and leaving for Idaho. Because I was traveling internationally, after landing in Nevada, I had to go through customs and take a bus to another terminal - those activities require extra time. The time allowed by KIWI.com was insufficient and I missed my flight to Idaho!
When I use a company to book a flight, the expectation is that they will take care of the details (such as providing sufficient time when traveling internationally!). Also, I had to buy a $400 USD ticket with another airline to make it to my final destination. Because the airline that KIWI.com had used, did not have another available flight for 4 days!
When I asked KIWI.com to reimburse my fee (for their error) - they laughed in my face.
This company will never be successful. Just awful!

I bought a ticket to Sofia Bulgaria from Frankfurt, the cost of the tickets was 243 euros, i paid with Paypal and then after several hours i didn't get my ticket but an email saying that my reservation needed to have a payment confirmation procedure, which is regular in case of credit card payments not Paypal. After asking for a refund, which they made very hard to do to gain time, they send me the tickets, which i cancelled because i had to buy due to emergency to a different provider which was the same airline, which provide me with cheaper tickets by the way and paid thru Paypal. When i asked for my refund they refunded me 27.63 euros!, and they said it was the airline policies. All this process in general took less than 5 hours! So its clearly a scam website. Be aware of it!

A very dangerous agency to book a travel arrangement with. You may end up been stranded in a strange country with no way to travel out. This agency does not follow any duty of care to check if the tickets it sells are valid to use in all circumstances which means you may well be booking a ticket you can not use with no course to a refund or alternative travel. For example I crossed to Egypt by land border and purchased a one way ticket back through Kiwi.com only to be refused passage by the airline due to travel rules which means you must fly out of Egypt via the same airport. The airline told me Kiwi.com must have warned about these rules when booking as they are obliged by law; but they did not! This one way ticket can still be purchased on Kiwi.com leaving more people stuck in Egypt possible vulnerable people! I checked the airline booking page direct and sure enough the warning is there but not when you book through Kiwi.com BeWARE this agent is a cowboy operation and you may well be caught out in a strange country or lose your holiday due to a rule displayed on the airline site but kiwi.com fails to display

This reply from Kiwi.com specks for itself they will not hold themselves responsible for anything so you are BEST ADVISED to go to the airline site directly and book with them to insure your ticket will be valid as KIwI.com have invalid tickets for sale without any warning till you are refused passage at distant airports. And as you can see from there response they do not care and have no intention of addressing the dangerous issue

My name is Youssef, I am contacting you as a Customer Relations Advisor from Kiwi.com regarding your booking *******. Your Trustpilot feedback was brought to my attention and therefore, I have gone through your reservation to investigate the issue.

We are sorry to learn that you are dissatisfied with our services. We would like to let you know that it is the passenger responsibility to investigate any travel restrictions or any immigration rules of the country you're traveling from or to. Kiwi.com offers valid flights on its search and we are under no obligation to advise you if your travel circumstances are admissible to take the flight or not. It is rather impossible for any travel agency to provide case specific reasons if someone can take the flight or not. I am afraid, it is your responsibility to do that and Kiwi.com is not to be blamed for any travel restrictions.

Thank you for your understanding.

Best wishes.

Youssef
Customer Relations Department.
Kiwi.com.

There are so many problem caused by kiwi. Com that I can't tell everything, just that there are too many lies and to many problems I had because they give no service at all. I lost all my connections, they lied about alternatives offered because they don't even know the basics about fligh connections, i. E. that flights are closed at least 25 minutes before departing, they didn't answer the phone when I needed, didn't paid hotel because they said there was no need, despite I had to wait 24 hours and offered only reimburse 10 dollars! Only my telephone bill because of this, left waiting over the phone instead of calling me, was USD$500.00 (calling from India where I was left!). PLEASE NEVER USE KIWI.COM, IS A TOTAL SCAM, you save nothing. I only regret I didn't know this in advance!

Do not use this company! Their "unique" customer service guarantee is truly unique in the way they they completely shaft you. Our booked flight was cancelled apparently and the offered alternative flight was not acceptable and the refund offered was £150 when we had paid £580! They say that's what the airline offered but our contract was with Kiwi not with the airline. Customer service are totally unhelpful and leave you on hold of ages which is great when you are paying for the call. We continue with our case, not happy!

Bought 2 flights with Latam airlines within Peru through Kiwi with 1 pre-paid checked bag for 2 people for each of our 2 trips. Each checked bag cost was $24USD so $48USD extra for each trip through Kiwi. Kiwi advertised checked bag fees as cheaper than through the airline at the airport. Upon checkin to the first flight we found out that Latam allows 1 free checked bag per person. We contacted Kiwi only to be put into endless email/phone loop for 2 weeks now. The plane tickets were cheaper through Kiwi, but checked bag fee was a lie - Kiwi charged us for something Latam gave away for free. Don't expect any customer care from Kiwi - you will never get anything resolved through them and we consider ourselves lucky that everything else was alright with the plane tickets. Will not use in Kiwi in the future.

They are a scam. Awful costumer service, nonexistent to say the least. I booked a flight with them and I did not have internet at the time. They claimed that they sent an email to document the changes in my flight. Considering that I was not able to respond within the time allocated as I was in the airplane and with no internet until the next day where I was able to buy a chip to insert in my phone so that I could have internet, they choose not to honor my flight or make any accommodation after that time.

UNRELIABLE WEBSITE! CAN SELL YOU SOLD OUT FLIGHTS!
This website is very UNRELIABLE!

Yesterday I have made two bookings one from Thessaloniki to Warsaw and from Warsaw to Berlin.

Four hours later I have received a message saying that they were not able to book the flight from Thessaloniki to Warsaw because it was SOLD OUT.

So obviously I did not need the flight from Warsaw to Berlin since I was not able to get there. So when I called and asked to cancel that booking I HAVE BEEN ASKED TO PAY THE CANCELLATION FEE which was almost 50% of the price I have paid for the trip.

I believe this is ridiculous since it was not my fault that I had to cancel that journey. It was simply a bad website system that does not tell you in real time if flights are available or not.

I strongly advise everyone NOT TO BOOK FROM KIWI.COM since you might get messages hours later spoiling your holiday.

Just look for the connections and book from the airlines official companies websites instead so you do not take the risk of finding out hours later that your flights or one of them are sold out!

I will NEVER use kiwi.com again and I hope this review can save some people's holidays!

NEVER BOOK WITH KIWI! They are liars and thieves. They make you click for the best price EVER and then their system goes down and the price goes up. They make mistakes on the tickets so you have to pay for the change fees and they will say that it's your mistake. They are based in Tcheck Republic and when you call them you will talk to the customer service in INDIA. They just don't give a $#*! about your issue they just want your money. Internet scam!

I booked flights and received an email with the wrong flights on it. I am 100% certain I booked the correct flights, but the confirmation email was wrong. Kiwi are refusing to accept that there is a problem with their website. Their customer service is absolutely shocking. They keep repeating that the flights are no -refundable, which I know, but I did not book the flight they sent me. I have repeated myself 14 times now that they are the wrong flights. They just keep repeating that that's the flights that were booked. 10 hours so far on the phone and I'm no further forward.

NEVER BOOK WITH KIWI.COM
NEVER BOOK WITH KIWI.COM They are the just terrible to deal with Our E tickets where not Valid to travel. After 45 mins on the phone to the customer support (JOKE) they hung up. After purchasing more tickets to fly on our holiday. Then to send alternate fights via email later on just a joke.
After contacting the support a further three times and all the auto response emails
Now they are dragging their feet on the REFUND? WHY!
I WILL NEVER BOOK WITH YOU AGAIN YOU ARE
UNPROFESSIONAL and EXTREMELY hard to deal with NEVER AGAIN IF there was a negative stars that would be my option.
I`m now in the process of the refund part - after being told via a customer service person that it would be straight forward its NOT.
I have provided receipts bank statements and the new tickets.

Don't get the cheapest flight tickets on this website unless you are ready to lose your money and there is always reason what they are little bit cheaper that the other website. It is based in Czech Republic and they don't care about their customers and greedy for selling tickets. Read their terms and condition before you get tickets.If you miss your flight and they try to get away from it and make excuses continuously. Be careful about selling tickets operated by Thomas cook airline. There are no any customer right between company and avoid their responsibilities.