Kiwi.com

It's totally unacceptable that they are not refunding customers after almost two years of waiting. What excuses do you have other than covid? We contacted the airline directly and know they already made the refund, so it was Kiwi who was holding on to customer's money. For your own good please dont ever use them and tell your friends.

Completely useless costumer services. There is a crisis situation. Airlines are adapting and offering alternatives. These pirates simply don't care. They take your money and keep you waiting in a fake support line to hang up on your face. Unbelievable! Never again!

First experience and ruined trip. They have an awful app with different information about your luggage, they didn't mention anything about the type of 'cabin luggage' I was buying and now I have a lot of problems, ruined trip and additional payments because they don't really care about their customers. Customer support (even VIP support) will send you templates and that's all. If you want to have a headache and a lot of problems before the important trip, use kiwi.

Customer service was absolutely horrible. I paid an extra $300 at the airport because there agents messed up. They gaslit me even when I screen shot and showed them evidence of what their customer service said. Would never use again

When airlines cancel, Kiwi.Com give two options. Neither of those options involved just giving you a refund for the impacted part of the journey. You either must a) Cancel ALL your itinerary with them, resulting in partial (not full) refunds as it was you then that canceled OR b) Accept one of their alternative itineraries which will absolutely cost you an arm and a leg compared to what you could book yourself directly or using Skyscanner. Complete sharks. We personally, and for business fly regularly and will absolutely not use this 3rd party agent again.

After 3 months still waiting for a refund of a flight canceled due to covid. The airline's customer service replied after two days of contacting them and they explained that I should basically get refunded from Kiwi.
If you can, do not book with them.

If you have no problems with your planned flight, okay. However, if there's any need to change details, or in any way deal with a person, it's impossible. It's a dice roll. You might save money, you might lose it all. I've worked with similar companies, and none was a bad as this.

DON'T USE IT!

We booked a connection with transit in Delhi, transfer time 2:20.
Only AFTER booking, 2 problems were revealed on the ticket (translated by me):
1. „Check your Visa rules. You are leaving the visa-free transit area
and enter India..."
In fact, visa for India were necessary. No clear hint or help before booking.
At the airport, double passport control with the beaurocratic Indians was very time-consuming. Had we not been the second in the immigration queue, connection flight would have been missed.
By order of airport personnel, we had to leave part of our baggage behind and hurry to check-in which was closed already but they were grateful...
We then had to push into security and passport queues and haste to the gate to enter boarding as almost last people.
2. „Connection time is sufficient for the transfer."
– A bold lie, see above.

Kiwi.Com sells false services. They sold us priority boarding, charged us for it, and then when we got our boarding passes, they were not priority. We called Kiwi.Com, wasted hours on the phone with unhelpful (and miserable sounding) customer service agents who refused to 1) give us the priority boarding we'd purchased or 2) refund the purchase. The whole thing was a joke. This experience isn't nearly as bad was what's described in some of these othe reviews, but just know that the company will knowingly sell you services they cannot or will not provide, and then refuse to refund you. I do want to note that the customer service agents sounded exhausted and miserable, and are likely working long hours or little pay. I try to remember this when my frustration is mounting.

Do not use this company! They will sell you separate tickets with the impression that it's a connecting flight and your bags will never make it to your destination! Bad customer service, if you don't get your bag at the lay over then recheck it and go back through TSA you will not have clothes to wear! They will offer no compensation and tell you that it's your fault that you didn't notice the confirmation numbers were different.

They really suck, worst deals ever just to suck all money from you, checked bags yu pay 70+ pounds for 20Kg or less not 23. Makes me sick, had to used them once from Gran Canaria to Bratislava and payed almost 500 pounds to can carry a check in bag of 20 kg. 0% Customer care, wish you cancer and bubonic plague 10 lives from now.

Refuse to recognize travel restrictions imposed by the COVID-19 pandemic. Kept the money and told credit card company willing "to work with customer," but refuse to answer emails or return calls. No customer service scruples, bad people, beware

Had to cancel flight due to coronavirus. The airline agreed to a full refund, however kiwi has not responded and it is impossible to reach anyone at their customer service number. Was on hold for HOURS. No answer.

I paid 80 bucks for my trip. I could not change the dates, called customer service. Even a dog can serve better than their useless customer service. However, failing to do so, I canceled the ticket 4 days before, and they refunded me 12 dollars. It felt like they are kidding with our money, taking as much as possible because they know they can make money like that. People like me will always search on google, find their websites and buy without seeing review. Good luck with robbing people you scumbag kiwi.

What a joke of a company. Awful experience from the beginning where they charge extra for email support and you can pay extra for shorter wait times on the phone.

Booked a fight for $250. Less than a week after booking, the first leg of my return was cancelled and rerouted through another city. My "new" flight now landed 10 minutes before my connecting flight departed and I was forced to rebook. The alternative options they offered were going to cost anywhere from $300-$500 more and leaving at totally different times than my initial flight.

I requested a refund and they told me that my trip was non-refundable.

It's my own fault for looking at the cheapest possible option. Tried this one time and I'll never be back again.
Horrible experience.

Kiwi.com's guarantee and customer support are rubbish, they're the most unaccessible service around cutting the phone call if your departure date is over 7 days away and flights are cancelled, charging extra fees for even email contacts, no guarantees whatsoever over the standard airlines policies let alone refunds. DO NOT USE THEM or you're on your own with your money paid going down the drain. The estimate refund times from airlines are 3+ months (!) nothing is guaranteed(!) Their instant refund is $163 on the $1348 tickets, what a piece of rubbish!

I have nothing positive to say about my experience with kiwi.com they give you a small window of 24 hours to download your boarding pass- this must happen 48 hours before your flight otherwise the extra charges are as expensive as the flight tickets. They book connecting flights with such a short layover that there is no possibility of checking in bags, they also don't let you book priority which basically means you may not travel with any bags. Their app is useless. I will never use again & seriously warn you against it!

I just booked an international trip with Kiwi.com. And I must say that I am involved in a nightmare. I was going over my reservations last night and got a pop-up that said I cannot have a check bag on this trip. So I called and emailed them to explain that I can't do an international trip with a carry-on bag, especially because I have gear that I need to check. While they were polite, so far they have refused to take responsibility and help me. I can't cancel without losing almost all my money. Kiwi is, in effect, trying to rip me off and I think they may get away with it. I am in utter disbelief that a modern company would have business practices like this. I'm gonna go to social media with this issue. Stay away from this company or end up like me - fleeced!

KIWI is an internet based travel agent incorporated in the Czech Republic but, if you have a problem, you will find yourself talking to some disinterested person in Asia and you will just go round in circles. The company's underlying Terms and Conditions of Business are extremely complicated and appear drafted to put up barriers to refunds. I spent many months trying to get money back and lost £578. There are many other travel agent to use. Be smart and book with another travel agent. If you book with Kiwi after reading this and all the other negative reviews you should not be disappointed if you find you have lost money - you have been warned.

I had a flight scheduled from on May 31 w/ two layovers arriving to my destination on June 1. One of the airlines rescheduled my flight which changed the flight times making me miss a layover, so I called to get help from Kiwi.com. After contacting Rachael, Mao, and Christie, they let me know that to manage my booking I only had two options.
First- Ask for a refund and buy a new ticket, but there is no guarantee how much will be refunded. Second- A few alternative flights were available, but I would have to pay an extra 200$.
Summary-I payed Kiwi.com to schedule and manage my flight plans, the airline changed my flight, Kiwi.com puts their hands in the air to do nothing. And I get screwed.

1. My flight got canceled a mere 2 hours after the booking was confirmed (I understand not their fault).
2. My calls are being rejected because I'm not in transit or 7 days prior to flying.
3. Not responding to any of my help desk messages.
4. System is not issuing kiwi credits so as to book alternative flights, even though I have paid for Kiwi Guarantee.

This is ridiculous. I cant contact anybody on their team to assist me...

Worst experience ever.
I bought tickets on April 2020, around 800eur. The flights were cancelled due to Covid. They offered refund saying I would get during the next 3 months. It has been already a YEAR and I'm still struggling sending emails and contacting their help desktop back and forward. Already 1 year and they are still answering the same, seems that they are laughing about customers and also having the guts to tell, do not contact us anymore this email is no longer available and they are not answering anymore. I would love to proceed legally and ask for refund and extra charges for all the stress, lost time and inconveniences caused

Reference number *******

Absolutely, no customer service!
My first flight was canceled, and was not guaranteed by the airlines nor kiwicom. Complete ticket and itinerary became useless.
You are rolling the dice booking with this company. No one is accountable. Whether you buy their extras, guarantees, etc. or not.
I would guess this company will not be around much longer practicing these probably fraudulent business practices.