Kiwi.comReviews 2,193

DO NOT BOOK YOU TRIPS WITH KIWI

As of May 2019 these are the factual customer service issues:
- KIWI ARE LIARS
- KIWI'S PROCESSES ARE UTTERLY DYSFUNCTIONAL
- KIWI'S STAFF IS POORLY TRAINED

Situation:
I booked tickets. One of the flights was rescheduled. Kiwi offered a alternative journey. The offers were off-topic and would lead to shorter holiday, so UNDER THEIR ADVISE I proposed them an alternative journey I found myself. THE SUPPORT TEAM REPLIED THAT THEIR GUARANTEE TEAM WILL CONFIRM THIS CHANGE IN 2-3 days.
AFTER 7 DAYS - NO CONFIRMATION. I reached out again and they told me to give them another 24 hours and that they are working very hard on my case.
AFTER 8 DAYS - NO CONFIRMATION. I reached out again and was told to give them 2-3 days. Yes, they already said that - but they don't read previous emails. By now my alternative tickets have doubled in price.
AFTER 10 DAYS - NO CONFIRMATION. I reached out again and NOW the support team member told me they are "busy" and will most likely review my case in "7 OR MORE DAYS". I still don't know what is going on but have opted in to terminate the contract

At this point, we come to a conclusion that
- Multiple support team members DIRECTLY LIE
- Multiple support team members NEVER READ YOUR PREVIOUS COMMUNICATION WITH THEM and reply off-topic
- After 12 back and forth email the support team offered no solution

DO NOT TRAVEL WITH KIWI. DO NOT LET YOUR FRIENDS TRAVEL WITH KIWI.

These are the names of people who have done the above Yash P., Isabela F., Apurva W., Andrea and for them responsible is Petra Vaskovych. Petra, own this flaw and fix this problem.

Booked flights and for some unreal reason the flights were not the dates I booked. Got on to them, they said nothing they can do. I said ok, went to change the booking, put in the dates I needed to fly and then I get an email telling me I'm booked on the same flight again after paying an additional 100 euros. Call kiwi straightt away, get through again to their terrible customer service. Explained, held on the line for over 45 mins as they kept putting me in hold. End result, they send me another link 4 days later after an additional 4 more calls! Clicked on the link, they wanted 200 more euros to change the flights. I didn't fall for this scam the 3rd time. However, my phone bill came in today and while I thought I was calling an Irish number routed to India, it was also a. Scam and I've now to pay a massive phone bill that they wracked up, keeping me on hold. This company is a scam and I just can't believe Skyscanner is using them. I'm also going to get in touch with Skyscanner as they are a reputable company so how they work with kiwi.con is weird!

After booking our trip, I decided to upgrade our seats, so I asked Kiwi on Facebook messenger to provide details of the actual differences in "premium", "regular", and "budget" seats as they were marked on the Kiwi app and here was their reply:
"To focus on your inquiry, please be informed that Economy class cabins or seats can have two categories - Regular and Premium. Passengers who fly Regular Economy will get standard service and a basic type of accommodation, while those who fly Premium Economy will get more comfortable seats in terms of space and/or a wider range of on-board menu items. Lastly, Budget seats are usually the least expensive since they are narrower than normal seats and this class is considered to be lower than Regular Economy."

Based on that information, I chose and paid for "Premium" seats as they were marked on the app, which were the most expensive.
When we got to the airport, we were told by the airline that those seats were NOT premium.
I called Kiwi upon returning from the trip to request a refund since we did not get what we paid for and they refused.
Kiwi is dishonest. Do not use this company.

Hi! Let me tell you how I got scammed by Kiwi. This company should be sued, and I have no idea how they are still in business. I booked five flights with them with Ryanair. Instead of receiving Ryanair reservation numbers I received their own Kiwi reservation numbers. That means they do online check in for you. On the Ryanair site you have an option to bring 2 Cabin Bags from 8 each max 10kg each bag. On Kiwi site they did not even provide that information. All they provided is option to book a 20kg bag. So instead of paying 8 for my 10kg bag I had no other option but to select up to 20kg bag fee. For all my five flights I paid $250 dollars. When I called them to let them know they don't have an option for 10kg carry on luggage they responded that everything is already paid for and there will be no correction or refund. Again they do not even provide you with the reservations so you can purchase everything directly on the airline site that you're flying. They do everything for you but they don't even give you an option to pay the carry on price for your under 10kg bag. When I sent them a complaint email they auto responded with irrelevant information. So, instead of paying 40 for my carry on bag 5 flights, I paid $250 dollars.

I pay x insurance travel from Barcelona to Tunis, back Tunis to Algeria airlines was delayed, we loose the connect flight, we bought a ticket to Barcelona expend over 800.00 dollars, beside this expend over 14 hours in the airport trying to get Barcelona, because our trip to Rome was 6.30 am from Barcelona, they promised to pay and here is email from them, no body is responsible, I call some numbers, but they not even have phone x this matter ref ******* Air Argelia KD97NV, they return 21.00 dollars and good bye. I really think is insane, don't use this Kiwi anymore, I try to get a lawyer, I loss my reservation and my hotel was pay in advance. This is a repo

Hi,
Skypicker was renamed as Kiwi because of their bad reputation. But Kiwi also carrying same bad reputation, because of unsatisfied customers and flaws in booked tickets.
I had a very bad experience with, because of problem caused by kiwi issued ticket. Kiwi don't provide proper informant of airport transit and check-in luggage. This leads to trip interruption and kiwi wont accept there mistakes, if they accept also they won't give composition.
There booking is full of flaws, I suggest to check with individual airlines after booking with kiwi but it will be time consuming.

After they didn't booked me the tickets i paid, They want me to charge me 400eur more
I choose to refund me after 2 weeks the money isn't in my bank account and they keep telling me lies that they send me the money

If there's a 0 reviews option only. This website need to get reported! They scammed people. Happened to me right now! My plane departing from Phoenix to SFO is delayed 2 hours and that left me with connecting international flight with an hour. There's no way I can make it to my next connecting international flight because I have to pick up my luggage and recheck them. When I got into SFO my connecting flight already take off. I called this kiwi.com back and forth and asked them to give me the earliest flight. Instead they will send you an email with alternative flight and you will have to wait like half day! I didn't accept the alternative they email me and I called them and they send me another alternative and they asking me to pay extra $450! I mean it's your airlines that's why I got a delayed flight! So they should shoulder everything! Now I am stuck in the airport for another 12 hours till my next flight. I asked them if they can pay for my hotel, and taxi. They didn't get back to me after
They said they'll call me in hour. I have been crying in the airport because I couldn't make it to my Moms birthday. I really wanted to surprise her. I took off early
At work and didn't know I will be traveling for two days instead of 1 day only. I beg you not to book on this website. Right now I'm stuck on the airport and tired and sleepy. They will never reimburse you with hotel nor taxi or food. This website are bunch of scammer and fraud! They need to get reported! I paid so much for just one way ticket and come to find out that I will never get the flight that I had booked. Save yourself a headache and money. DO NOT BOOK INTO THIS WEBSITE!

I am only writing this review to counterbalance the many negative comments. I have found KiWi a very reliable booking agent. I suppose some of the people here did indeed have some negative experiences, but some mishaps will always occur. My flight was delayed and so I missed the connecting flight to Palma de Majorca in Vienna. KiWi told me to stay at the airport while they would provide me with an alternative. Since I didn't want to sit it out I went to book another flight out with a different airline which I paid out of my own pocket. This was against the policy of KiWi, but I didn't want to stay in Vienna. So when I contacted them and explained they offered a refund for the value of the ticket.
It worked out well for them as well as me. No hotels, alternative bookings etc, but some companies would have denied any refund because I didn't follow their instructions. Very happy with the way they reacted and will recommend them explicitly.
By the way, I am travelling again this week.
There where some issues regarding luggage which where quickly sorted out. So it wasn't just a one time off thing.

Dealing with KIWI.COM is the worst experience for any traveller.
They are, maybe just dont want to, send confirmations. I brought seats (additional payments for extra leg room) and it was paid for withing the hour. 12 days later I am told I cannot make flight changes because I have to wait for seat confirmation.
Making the flight changes over the phone was relatively easy. After confirming the changes I was told I would recieve payment details to my email within 48 hours. After 48 hours I called them and they told me I would have to wait 72 hours. Seats now not confirmed because I want to make a flight change. Great, pay for it and then get told it may not happen. I found this company to be very questionable.
I do not normally go looking for places to rite reviews but having done a quick internet search I have found I am bit of a loser after reading all those others who have similar experiences to mine.
I give this a one star rating purely because I cannot give it a -5

Talk about getting screwed! DON"T book thur them! What you think you are saving will actually cost you in the end. Esp. If you want to bring normal luggage... then when you try to upgrade they charge you 3 times as much for luggage and then you can only do it by bringing another bag... now you have to pay for more luggage on any connecting or related flights thruout your trip.
Their customer service sucks, (oh, good luck finding the number... I got this by accident *******159 but this agent was SO bad, bad english, talked to fast, had no resolution for me no way!) their website sucks! Now on hold to try to speak to a higher up but... oh, man, esp if going to europe, go direct to airlines! Norweigian is great!

Kiwi Airlines in Boston was well past persevering! I approach Kiwi Airlines Phone Number *******111 for flight reservation and around the start at choice/stuff drop there were people promising you were in the right line, offering snappier relationship outside, and helping make the system smooth. The lady before me didn't have a ticket, the master helped her without her getting away line-she had a youngster and had starting late been in line for a brief period.

At the entry, same affiliation. On the trip there were two or three impolite voyagers and they were overseen consistency and respect.

I had a terrible experience with Kiwi.com and from doing more internet research it would seem that the trustpilot overall rating is a lot different from most customers opinions on other sites, it would not surprise me if most of the 5 star reviews are fake. It's possible that if nothing goes wrong with the booking you may get to your destination without issues but if anything does change then you're in for stressful time.

48 hours before we were leaving for our holiday I was informed that the interconnecting flight coming back was landing in a different airport so we wouldn't be able to make it home. As part of the "Kiwi guarantee", they say they will find suitable alternatives if there are any changes outwith of your control. The alternatives they gave involved either a 10.5 hour layover or I could spend an extra 330 euros and reduce it to 5.5 hours. I told them this wasn't a suitable alternative as I was travelling with a 2 year old and was even willing to land at a different final destination to try and reduce the layover time and give them more options but this was when the trouble started...

For most of the holiday I was stressed as they kept saying "give us 24-48 hours", in the end I emailed several times and did 10 international phone calls (spanning 10 days) to try and sort it out. In the end, I had to pay for another flight (last minute) in order to get home at a reasonable hour. It doesn't help that you speak to a different person every time and it is clear that English isn't their first language so communication can be a problem as well. Most of the phone operators were very friendly and empathetic but could never do anything to resolve the issue and would always say that it was sent to the relevant team (who you can't contact directly). I will never use this booking company again and I hope that at least someone sees this and thinks twice or digs a little deeper into the online complaints as I just went off the trustpilot reviews which led to a complete disaster of a holiday.

Still waiting on a refund for the interconnecting flight that I never used, can't say I've got my hopes up for that though!