Kiwi.comReviews 2,193

We booked our flights for 5 persons to Marrakesh at kiwi.com. Everything looked ok at first glance. However they send you the boarding pass very fast around 48 has upfront. 5 people, completely spread on different seat. But ok, if flights are relatively cheap, this can happen. We had to print our boardingpass, a bit strange for a digital company, but ok.

The real problem starts with your luggage. It was printed that only a small bag was allowed and that we had to pay for additional cabine luggage. We did not understand that, since Ryanair is saying that you can have one handbag and a trolley of a certain size below 10kg.

So we went to the airport: bingo. Had to pay 20 at the gate. Makes 100,- for 5 persons.

Of course we were not amused. The flight back consists of three flights, so that might become a fortune.

The day after our arrival, I called to contact Ryanair to upgrade my flights back. Not possible, since I did not know the e-mail adress kiwi booked at Ryanair. I only could arrange that with Kiwi. Site did not work for buying luggage, app did not work for this option either. Finally called, after first attempts only computer, Finally a very bad speaking lady. After I made myself clear they promised me to send an e-mail with payment link. Not received any email. Than tried again via website. Seems to be only possible within 48 has timeframe. The "buy luggage" button did not respond. Finally I was able to send them an email with my question to upgrade my luggage. And for the answer that this service is not available.

So my conclusion: you can hardly reach them, there is no service, and intentiously they do not allow you to check in your luggage. How on earth can you spend 6 days with only a small handbag. They know you have more luggage (at least a small trolley) but you can not do anything about it. Worst case I have to pay additionally 450 for just my luggage.
We will fly back tomorrow and will find out what the final damage is. If the damage is as high as I expect, I will bring them as a case to the Dutch TV in a consumer program. So at least Dutch people will not use these rippers.

Horrible customer service! I booked two tickets on Kiwi.com for my son and his friend. BWI - SNN, DUB-BWI. Upon arriving at BWI, they were denied boarding because one of the cities they were connecting through (KEF), required a passport that didn't expire within 90 days, even though their final destination had no such requirement. Kiwi did not disseminate that information to us prior to buying the ticket. We had to buy two last minute tickets, at great expense to me. Kiwi doesn't have a customer service phone number, so I emailed them, requesting a refund. They never responded, but did credit my American Express only $169 of the $1,769 for the tickets. In addition I had to spend $2,300 for the new, last minute tickets. They won't respond to American Express either. I will never use their service again and will continue to review them poorly on every travel website that I can find.

Kiwi.com's Instagram and Facebook are full of complaints like mine. I've been waiting on the phone with their customer service department for over 2 hours while at the airport because they refuse to honor the travel insurance I purchased and will keep my money without providing me with travel. I will have no other alternative than to ask the other dissatisfied customers that I see so many of to come together and sue Kiwi.com for the money we've lost and suffering they cause by not providing customer care or the travel accommodation we all paid to receive. I am disgusted with this agency.

Bought a ticket from FLL to DC and paid it with PayPal.
Received and email saying they need payment verification. Had to go through questions like: "what was the purpose of your trip", or "where are you calling from"? (do this questions help to verify the authenticity of my payment?)
They told me they will need 4 hours to approve the payment and they will send me a notification. Never received a notification, instead (10 hours later) I received an email notifying me that the price of the ticket had changed.
I called them back to find out if the payment was finally approved. The answer was "yes" but I need to pay the difference of the new rate. Are they kidding me?

The worst experience ever. 6 months try to get my refund. Every time they told me we will come back to you within 48 hours, Now I have been waiting for 4800 hours - so far -, and still counting.
However, I pay for flexible booking to get KIWI guarantee, but this guarantee is just bullsh*t.

If anyone read this, take it seriously, they don't have any bullsh*t of guarantee, it's just marketing.
I'm a frequent traveler, I have try many travel agencies, KIWI is the worst ever.

OMG. If I was to name everything that went wrong with my booking and an alternate flight, I would be typing here until tomorrow!
Long story short, travelled from Europe to North America: non-existant customer service, require extra $$ for check-in luggage, failed to mention that Wizz Air charged for the carry-on luggage (yes indeed had to pay extra!), did not help EVER, or give reasonable explanation, horrible!
In the end, after all of the extra luggage fees, no money saved at all!
Save yourself grief by booking through Kiwi and book directly with airline!

Initially we booked a 1400 flight from KTM to Madrid on a day that the day the banks we're closed and the next day was easter holiday so because of that our flight wasn't really booked/confirmed.

After contacting Kiwi I was very dissapointed that they only are on FB, and never help to understand the situation but only copy-paste standard messages.

NO REFUND at all!

So, i booked another flight (before knowing it wouldn't be refunded or so)

And this site I contacted my bank and the second (1000) also transferred (i have proof) and NO CONFIRMATION whatsoever!

They cut the telephone after 6 minutes. They don't care!
Now I will try and solve this in the legal framework we have in Europe.
Bai bai 2400... :(

I spoke to two customer service reps and explained to them that I had booked my flight in a rush to attend a funeral. I realized that I was not allowed to check in my one suitcase even after I offered to pay extra for one checked baggage. There has to be some room to move on compassionate grounds.
I had to cancel my flight (no refund Issued)and book with a reputable Airlines.
Expensive lesson learnt.
My name is Silas Masih was booked on flight TT213 from Sydney to Melbourne Wed April 17th... than onto Vancouver. Canada

I booked a flight from TPE-BKK-CCU - Indian passport holder which I inputted at time of booking - price seemed good when confirmation came back via email - it stated visa was required for connecting flight in BKK - and needed to recheck luggage due to carrier change - we did not have enough for a visa - I called their phone number which you have to pay 4cents per minute - to be advised it is the responsibility of the passenger to verify Visa info - I asked if we could please cancel since it was just issued less than 1 hr ago - NO they had to follow the rules of the airlines - NO other online website I have used has this service - you can always cancel within 24hrs - BE AWARE all changes is just new ticket prices - I then sent an email - NO LUCK either awaiting some sort of help but unlikely it will happen - WORST service I have ever experienced with an online agency -

A month before my flight I had an injury which prevented me from flying. Thankfully I had paid for the extra insurance. I did a request for a refund since I didn't go on the trip anymore. Its been more than 2 month and I have sent them 20 email. Kiwi has still not refunded me, and based on the email the are responding me with(the same one every time saying the refund is not in their hands), they don't seem like they will anytime.
Don't fly with kiwi, Its a scam.

I booked flights from Canada to Edinburgh through Kiwi.com because the flight arrived in Edinburgh at an ideal time and it was Westjet. I noticed while booking that our cabin baggage was free however at the time of booking checked baggage was not mentioned. I assumed that would be an add on once the flight was purchased. Upon booking I realized checked baggage was not allowed however baggage insurance was available for purchase ( Im not sure why you would need insurance if your bag is with you in the cabin the whole time). Only a 7kg bag was allowed. They said it was because it's a discount rate, but by no means was this the cheapest flight. This experience has severely complicated our 10 day trip to Scotland and kiwi.com has been aggressive and reactive. It's not worth the ideal arrive time and it's not cheap.

Do not buy flight tickets here! It is a scam!

If anything happens with your tickets they won't let you know or give you your money back!

My husband and I bought tickets from kiwi to go to Colombia. The flight was with avianca and it had a layover. Our First stop was Medellin then from Medellin we were flying the same day to San andres.

We got to Medellin and found out that the flight to San Andres was cancelled months before our trip and kiwi did not have the decency of sending us an email to let us know that the flight got cancelled or worst did not book us a different flight!

So the money we saved with kiwi booking the flights... We spent it buying another ticket to San andres and booking a hotel to stay that night in Medellin.

Then the cherry on top was that We never got our money back from the flight we never took.

So We ended up spending more money buying the tickets with kiwi than buying them directly with the airline.

Absolute joke of a company. One of my flights was cancelled and they offered a 26 hour flight with 2 connections instead of my initial 8 hour flight with 1 connection. Otherwise I had to play extravagant amounts to get flights that resembled my initial times. When I ask for a refund they said there was an administration fee and NO guarantee whatsoever that I would get my money back.

The prices they quoted for my alternative flight were grossly inflated (the company that provides them sold them at a fraction of the price) effectively holding me and my relatives hostage to their company.

This is a company, nobody should have to book with ever...

I wish I had come across this page before making a $900 mistake! I booked a trip to Breckenridge, CO from Dallas, TX. I realised within moments of the confirmation that the dates were a week off. I called and they told me to cancel the trip and rebook using the correct dates- which I did. I then got an email stating that Kiwi is not responsible for refunds and they would have to check with the airline. The airline confirmed a partial (50%) refund which Kiwi confirmed with me via email. I waited 8 weeks and still no credit posted to my account. When I contacted Kiwi about this they said I had 3 hours to approve the refund and that I hadn't called them to confirm it. I HAD called them AND emailed them within the hour of receiving confirmation of the refund. They are LIARS and THIEVES. Will be reporting them to the BBB in the United States. Not sure what else can be done to stop this fraud.

AVOID AVOID KIWI.COM
DO NOT BUY ANY TICKETS FROM KIWI

Purchased some return tickets through kiwi.com, however when I paid for the tickets I realised the return date was one month later than I requested; for some reason the date changed without my knowledge, I tried to contact kiwi.com immediately but there was no email address and the phone number did not work. So, I followed the instruction on my booking and went through manage my booking to request an exchange or change of date but the only icon to click on was cancellation/refund.

Immediately, rang Eurowings who the flight was with, they could not find my booking for about 4 weeks. (I had to book different return dates with Eurowings) then finally, the booking was made and cancelled by kiwi.com. Eurowings stated that the company was waiting for kiwi to tell them what to do with the money. Time elapsed and I am not sure what took place because euro wings told me I need to contact kiwi.com and not them.

Rang Barclaycard immediately, who told me they would suspend the transaction, so not to worry however; Barclaycard paid kiwi...

As the booking was still in process, I continued to send numerous messages through manage my booking stating my issue. Kiwi replied stating they are dealing with my request, then 16 days later to refund me £53.00 out of a total of £1731. 00. Sent more messages but the same automated email was sent back to me that I could only get back £53 with no explanation.

Finally, I found a blog that had Kiwi's number, I rang them up and the customer service advisor who refused to give her name told me that I clicked on a tuckbox to say, "refund me whatever the amount is after cancellation." ridiculous!

I paid £1731 for tickets for nothing!

Do not go near this website!

YOU SHOULD NOT TRUST THIS WEBSITE! I don't usually write reviews but this time I couldn't let it go!
I bought flight tickets from Germany to Costa Rica on kiwi for a reasonable price. They sent me an email 2 hours later saying that the prices have changed, and i have to pay more now for my tickets! When i called they said that while i was booking "the prices changed", and this is why now i have to pay more. I told them are you trying to fool me?! I know for a fact that even when the prices change while I'm booking, the moment I select a ticket to buy, i reserve the tickets at the price that was mentioned!

Anyway, I cancelled that booking and thought I wanted to book again on Kiwi, just to see if that was just an exception, or if they always did that. When I tried to book again, the original price was written again! So I booked it again, and again a few hours later they sent an email saying that the prices have and i have to pay the difference! This is how they rip off people! What I hate is that according to the terms & conditions that we HAVE TO accept while booking, they "legally" cover up their asses! This is completely unethical and should be absolutely closed down!
Please do not support this "devil" company! Buy your tickets anywhere else but not here!