Kiwi.comReviews 2,193

Went out of country with 9 days vacation. After several canceled flight & nights stranded in airports we gave up on Kiwi as they offered little help & no refunds on seat or luggage fees and every excuse to not offer hotel vouchers. One reroute flight was in 2 countries and 4 total flights taking almost 2 days instead of the 1 flight we could find for more money. Kiwi does NOT care about your stress or time frame or where you'll sleep. Beware of this website... we paid $2,000 and ended up costing us hundreds more in hotels & layovers & new seat & luggage assignments we'd already paid for. A horrible stress of what should have been a beautiful vacation in the end.

Kiwi prides itself in having the cheapest flights, but fails to mention that you will have to continually run around the airport rechecking luggage, paying for hidden charges, and missing flights because of continual delays.
The customer service team is useless in assisting you. If you miss a flight, they initially tell you to kick rocks and resolve it yourself until you call in multiple times. Then, instead of trying to book you the next flight out, they make you wait 2-4 hours for an email for your "offer" on your next flight. If you are stranded at an airport, they tell you to just sleep there, wait 3 hours for an email on a hotel they found (you cannot pick your own), or get a refund on a flight.
This is the worst travel experience I have ever had and I have flown internationally many times. Kiwi does not have your connecting flights talk to each other (you will always have to get your luggage between connecting flights and recheck it), so if ANYTHING happens between the 1-2 hours they give you to do EVERYTHING (get off a plane, get through customs, get your luggage, check in for the flight again, drop luggage off, go through security again, and find your gate), then you better plan for your entire trip to be delayed 1-2 days.

I booked 2 Ryanair flights via Kiwi only to discover later that the option to upgrade luggage was 10x more expensive than the one offered directly via Ryanair. I would be forced to pay 200 instead or 20 essentially. I also discovered that all other options related to change or add services to my flights where either equally expensive or not available to me due yo my booking via Kiwi. On top of that all flights notifications were made via Kiwi and not the flight operator. Kiwi refused all my contact attempts to provide access to my own flight information and ultimately I decided to file a formal complaint at European Union Consumer Rights.
Will never again use their services and discourage all my friends to book via them.

I have never written a negative review about anything in my whole life, but these people infuriated me. I wish I would have read other people's reviews before I booked my flight tickets through kiwi. For my flight home, I had to make a stop at London and wait 8 hours for my connecting flight. After waiting for some time, I realized there was no flight. Even the airport people were confused because my e-ticked was showing a flight for that day but this flight did actually happen the day before. After examining my travel papers, I realized I had different days on my boarding pass and on my e-ticket. After calling kiwi they told me that 3 months ago airline made a change and I didn't respond within 24 hours, so I got the default option which was an impossible ticket. First of all, an impossible connection should not be the default option, second, there was no email afterward informing me about the change, third all the information they send me (except the boarding pass) did not show the change. So, it was impossible for me to know about that problem and recover on time. Long story short, I ended up paying 500 Euros (10 times the initial amount) for an extra ticket for a very short flight, got stranded for two days and sleepless nights going from one airport to another in London, I lost a day of work, and I got sick in the process. Kiwi refused to refund me or take any part of the responsibility. They told me it was my fault because I did not respond to their email on time. Technically and legally I am curtained they are covered by this fact. I also agree that it was partially my fault because I did not read the fine print and I trusted that things like that could not happen with serious agencies. You see I didn't know how bad the company actually is in providing basic customer service. Their tickets are not cheap because of their advanced algorithms but because the cut down on basic customer service and common sense. You cannot send wrong and misleading travel information and afterward just claim that because of a technicality it is all fine. Please, stay away but if for whatever reason you have booked through them be vigilant. Check your emails constantly, don't trust any information they send you. Check double-check and triple-check by calling them and make them confirm everything. You may be lucky, and everything may go well but if it goes wrong you are on your own. Don't expect any help from those people.

I wish I could put a zero star rating. One star is too much

I booked the flight with Kiwi from Tirana to Rome and first of all my outbound flight's schedule was changed two times with 6 hours of difference. And than while I was at the airport for my check in, I received the information that my flight from Rome to Tirana was cancelled. I talked with Kiwi Customer Support and they assured me that in two days time they would put me on another flight. After 2 days and a half, and still not receiving anything, I called Kiwi and they said that this is not their responsibility, the customer support was horrible, rude even, and said that i had to pay for another flight, and that they were not responsible of the flight changes at all. They said I can ask for a refund, and within a month they would refund the cancelled flight. It has been over three months now, customer support is horrible, very rude, and they still say - we are waiting on the company, there is no refund! DON'T BOOK WITH KIWI! ITS A SCAM AND THEY ARE THIEVES.

This is the worst experience we've ever had booking through a "third-party" agency. Our flight was cancelled by Spirit and money was refunded TO KIWI, not directly to our card. There were NO instructions to get our money and after not seeing the refund appear on our statement after 3 weeks I called to investigate. They claim the customer has to fill out a form to request the refund, then wait 30 days for them to "investigate" the refund claim. We have documentation from Spirit that the money was immediately refunded to Kiwi so essentially, they're holding our money hostage. If they don't return our money we are sending our credit card company after them. This is a very suspect business model and feels like an illegitimate operation.

ABSOLUTELY WORSE COMPANY EVER!
I booked international flight tru kiwi.com and they charged money immediately but next day they said the flight is not available. After cancelling it it took a month and lots of phone calls between them and my bank to get the money back. Two months later while on vacation with a child they charged my account again and left me in foreign country with no money and i never even got any tickets thru them. It's a 100% fraud! They don't even have a phone number on their website and it takes a research to find a contact for them thru third party source. I called the costumer service several times but they will not give me contact number for any manager and basically there is no way to get hold of anybody who is able to solve anything.
Bottom line. They. Robbed me from money and left me basically on the street broke with a manor and and they literarily don't even care or bother to read my emails. All they do is to send me a automatically generated response that says that they will forward it to some team to investigate and that it will take up to 90 days.
PLEASE, DO NOT EVER BOOK ANYTHING THRU THEM AND DO NOT GIVE THEM YOUR CARD NUMBER!

They cancelled my flight without telling me, charged me, international fees to call the customer service, and after over 30 days I am still having to call them and try to get through weekly for a supposed reimbursement. The customer service isn't authorized to transfer you to anyone with power to do anything. They also wasted 12 hours of my time at the airport and refused to reimburse me for the rental car gas and insurance that I had to take from an airport five hours away because they were too slow getting back to me and trying to deny my refund meanwhile the flights I needed all sold out.

Booked two consecutive flights on Kiwi.com... the first from Ranong Thailand to Bangkok, the 2nd from Bangkok to Cambodia.The first airline, Nok Air, canceled the direct flight which had a flight duration of 1 hour and 25 minutes. Kiwi.com offered 2 alternative replacement flights that were in excess of 7 hour flight duration and would arrive after my other flight from Bangkok to Cambodia was scheduled to depart forcing me to miss the second flight. These excessively long alternative flights were offered even though Noc air has another direct 1 1/2 hour flight to Bangkok that departed earlier that day arriving in time to make my connecting flight. That flight was never offered. I requested a refund. Kiwi stated that because I did not choose their offered flight alternatives, the ones that were excessively long and not compatible with my other flight, my cancellation was voluntary and I would be liable for a 20 Euro penalty which they would deduct from the Noc Airline flight refund. I explained in 5 different emails that their flights were not compatible with my other flight booked on Kiwi.com, which incidentally they could see for themselves from my Kiwi.com itinerary, as well as the flight duration was 5 times that of the original flight. My position is the airline, not me, canceled the original flight and the alternatives offered by Kiwi were excessively long, not compatible with my other flight, and therefor unacceptable. As of yet, Kiwi.com is charging the fee. Avoid this company... Book your travel elsewhere.

This site is the biggest scam out there. We booked a flight through them with our final destination being Budapest. Our flight was from JFK to Stockholm then to Budapest. Sounds good right? WRONG! Upon arriving in Stockholm and searching for our gate to no avail, we ask someone and they inform us that our connection is actually at another airport in Stockholm which is THREE HOURS AWAY. We only have about 3 hours to make the flight so we race outside to a cab only to find out the cab ride would cost us about $300 to get there. We go back inside to review our options... we pretty much have none. We call the number for some help and they were absolutely no help at all, rude even! So that made an already stressful situation even more stressful.

The guy on the phone swore that those tickets were perfectly fine and was trying to imply that this was an oversight on our end. So my husband asks the guy "ok so two people who have never been to Europe book a flight that connects in Stockholm, get off of the plane and have to take and hour to get thru customs only to find out we have less than 3 hours to get to another airport that is just about 3 hours away to catch our flight there. How does a company do the math on that time frame and feel ok with selling that as a trip? Even if we didn't have to waste an hour in customs getting off the plane here we STILL wouldn't have made such a ridiculous time frame because we would STILL have a 3 hour trip to the airport and THEN check all of our stuff in AND go thru security. This is an impossible feat to overcome and I doubt even the quickest person that packs only a tiny backpack would have made this connection."

The guy on the phone was a complete jerk and offered only a $40 reimbursement when we already paid way more for the ticket and then also had already paid for our non refundable hotel accommodations in Budapest. $40 is like putting a bandaid on a gushing wound... we are out way more money than $40 because of what we already paid for and then what we will have yet to pay for to fix this problem because we are stuck in Stockholm. No greater feeling than being stuck in a foreign country.

I will find every possible way to rip any sort of credibility this company has apart. This place should be completely shut down because of what a scam it is. After reading all of the previous reviews I feel legal action should be taken so that no other people should have to go through this.

Flight (connecting flight) was booked through KIWI.COM.
Upon arrival to first destination, we learned that the scheduled flight out was cancelled by the airlines more than 2 days ago. KIWI failed to send cancellation notice email of flight. This experience resulted in spending over $400 on hotel stay and miscellaneous. Contacted KIWI, provided all receipts to support my argument, here is the response I received by email from them:
"Unfortunately, after contacting the airline, we found out that no refund is available for your booking"

We called the airline (Turkish Airlines) who specifically said that their flight was cancelled 2 days prior to the scheduled flight and booking company (KIWI) was supposed to notify all effected customers.

When calling my credit card company (Capital One) and disputed the charge, the representative replied with: "Yes, we are dealing with KIWI refunds quite often, stay away from them".

PEOPLE: STAY AWAY FROM BOOKING WITH KIWI.COM. They cost me $400 and a lot more...

After one day of confirming purchasing from your company, they first cut the amount of money for the ticket 337euros. Then they sent me the price increased to 520 (so either to pay or to cancel?!). If this is not blackmailing, dishonesty and not respecting your customer, then I don't know what is it?!. After your email, I cancelled the booking of course (so far I didn't have my money back). Still, I lost other opportunities for booking, I booked for other flights at the last moment. Also, I was really stressed. My bank account didn't have extra enough amount to pay for other tickets, so I had to transfer money from other accounts. I'd recommend avoiding this company if you can. I wish if there are really some legal actions against such fraud and careless attitudes. Please send me if you want to take communal action against such companies. Their reply was total nonsense like it's not our fault it's the flight company fault and a lot of that nonsense. They didn't even say sorrAlso from the reviews, those I read about the company for the last 24 hours, things sound horrible. I would suggest all of us would gather and hire a lawyer against this company (I'd suggest EFCL.eu)

All the bad reviews you saw everywhere about kiwi.com is true. It was my first experience to travel far away, i never know that kiwi.com is not a trusted company. Short story, i booked a flight from Kuala Lumpur - Rostov-on-Don on a round trip. Everything went normal from Kuala Lumpur to Rostov-on-Don, but when i want to go back to Kuala Lumpur, they cancelled my tickets by themselves and never return my money until now (already 9 months). When i was in airport to go back, i can't check in because of it. I'm only a student with short budget, the tickets is already expensive, i gave up all my savings, but this happened. I was stuck in Russia for one night until my parents gathered some money to take me back home. What a shame, at least give me my money back, every dollar is worth for me, i'm just a student from developing country

The fare I booked was good but they automatically checked me into my flight 10 DAYS early... I had gotten a new passport so was planning on changing the number on my booking in the week leading up to my flight. But since they had already checked me in so ridiculously early, they charged me a 10 euro fee to get my new boarding pass... for a $45 flight. They gave me no warning beforehand they'd check me in so early. It also took 5 days and emails to get a resolution on the updated info even though they said it would be processed in 48 hours. Won't use them again.