Kiwi.com

I bought flights x 2 from SLC to London for May 2020 (via a connector in Denver) for a $1620. 00 round trip 14hour ish flight. I received notice Feb 2020 that the airline (Norwegian) had changed the connecting flight (because 3 hours was not long enough to make the connection in Denver between 2 different airlines; Kiwi booked that?). The flight connector was changed to the day BEFORE we left SLC! We were given 24 hours only to change to a different flight for free under the Kiwi guarantee? If we didn't do this in under 24 hours the guarantee was lost. But all flights were over 45 hours! For a 9-14 hour flight! OR we could choose to pay an extra ~$300 per person to have a flight of fewer than 45 hours. They made the journey impossible unless we paid them more. So we had no option. We called Kiwi and asked instead for a refund as the flights were unworkable. No mention of what their refund policy entailed from their customer service rep. I received a refund of $10.95!
I did, however, retrieve my money, all of it... but only by putting a bad review on TrustPilot, which their Customer Relations Advisor saw and acted upon and agreed I had been treated unfairly.

Kiwi.com IS A FRAUD. If they tell you to wait 3 months before disputing the charge DONT DO THAT. PLEASE DISPUTE THE CHARGE. KIWI.COM HAS NO MORALS OR ETHICAL STANDARDS. DONT EVER PURCHASE ANYTHING FROM THE SITE- that money you have been holding on to is someone's hard work, we know that you got a refund back from the flights so why aren't you returning my money? $1300 is a lot of money. How do you go to sleep at night? This is unethical. I waited a year for you guys to give me my money back. I was nice enough to listen to you and waited 3 months before disputing the charges. In return, this is how you repay me by not paying me back in full amount. What is your hold up now? $1300 that you took from me that you didn't work for it. Due to pandemic people are still struggling instead of being understanding and returning people's money back. You're stealing the money. Please return the money back.

Wouldnt Recommend. The quality is so bad. The refund is only 2% of the ticket price. Although they cannot change your flight and you cant call them.
It's the worst website to buy a ticket from.

First of all, I booked a flight from China to Singapore with Kiwi on 1st Feb 2020 with China Eastern Air airline. The flights have been canceled obviously and KIWI is giving me a hard time for a full refund! The most unbelievable reason given by Kiwi is China Eastern refused to provide a full refund and I had lost SGD$630!

Moreover, to ensure the connection of the flights I had bought Kiwi guarantee as well which useless and feel like a scam!

However, after I contacted China Eastern customer service, they informed me that my air tickets showed in the system still available!

The customer service hotline of Kiwi we spoke to are all horrid which included supervisor not helpful and useless.

I WOULD NOT RECOMMEND THIS TRAVEL WEBSITE AT ALL! EVERYONE STAY AWAY FROM THIS COMPANY!

They do not deserve any stars. I did not do my research. I blindly trusted this company to provide the service they advertise. I ended up losing $1071. 00 for the flight and $212.00 for luggage, and I had to buy another flight through someone else. I originally booked my flight through Kiwi.com in March for a flight in July. It got cancelled and they told me they booked another flight for me, but they actually didn't. They just sent me fake flight confirmations. I didn't find out I didn't have a flight until the night before I was supposed to fly out. I called Kiwi.com with a question about my luggage and that is when I found out there was no flight. How can a company get away with sending out fake flight confirmations. They gave me the run-around when I called about a refund. You can't actually talk to anyone in the claims department. The customer service people you talk to just apologize and tell you they are working on it and will call you back, but they never call back. This is my first experience with a company such as this. Definitely buyer beware! I would never use this company again or recommend it to anyone.

Never Again!

My daughter was booked to Stuttgart from SFO with a layover in Manchester, UK. The first flight was 90 minutes late making my daughter miss her connecting flight to Stuttgart after going through customs and security. We tried contacting Kiwi directly but the only " help " was animal contact with a button to put you in the " front of the line ". There was no phone number to call and speak to someone, directly. Needless to say, we were contacted 9 days later by email. During the 9 days, we booked another flight to Stuttgart for the next day and put our daughter up in a nearby Hilton.We immediately put in for a refund for the unused portion of the flight from Kiwi. Kiwi contacted us via email 9 days later and stated that their were no refunds available, whatever that means. I then called and spoke to " Customer Service " and was put on hold 3 times for 5 - 10 minutes each. The attendant, after speaking to several supervisors, stated that there were " no refunds available " per their Terms of Service even though they were contacted immediately per their Terms of Service with no answer until 9 days later. I'm not sure what they expected as contact. Did they expect my daughter to sit in the airport for 9 days waiting to be contacted back? Manchester Airport only gives you 1 hour of internet service not 9 days to check her email waiting for a reply from KIWI.COM. So, in closing I would highly recommend AGAINST using KIWI.COM unless you like to gamble with your hard earned money.

When searching for flights, third party companies pop up where you can purchase your flights for cheaper, instead of purchasing from the actual airlines site. Looks like a deal but the small print basically says under no circumstances once you book, there is no refund, no changing any names, no changing flights, no adjusting your dates no full credits or anything even if it's the third party site fault. I was on their site for roundtrip tickets and clearly chose my dates correct and the wrong dates generated AFTER I finalized my booking! I immediately tried calling customer service, sending an email, trying the online chat option, and even reached out to my bank right away. It wasn't until the next day I got someone on the line with KIWI and they said the flights have already been approved by the airline, there was nothing they could do at all but refund me $11 out of $350, really. My bank issued me a credit but later took it back due to what ever KIWI sent them which was probably the small print. However this was no fault of mine. Anyway just beware when online read, read, read and try NOT to be cheap and DO NOT use third party sites for travel.

No flight was booked at the end. Wtf wtf wtf ew boycott kiwi such a bull$#*! airline. Now i cant see my family since the border has shut down. What the $#*!

Waiting now since 10 month to get my refund for canceled flights. Even after they got the refund its 3 month since then. My money is still not back and I'm ignored.

Costumer service doesn't exist, i m constantly trying to find an email to contact them and i cant. I applied for a refund 4 months ago and yet no update at all

Got the Coronovirus and they still did not let me get a full refund. The worst. It is not my fault. Never booking with Kiwi again. Worst customer service not helpful either.

. absolutely horrible campany. You will lose your money with this campany. They charge second fly in week later. Who will seat in airport for a week...

DONT USE THIS COMPANY. I have asked for a refund on 05/09/2022 because they change my flight dates. And i am still awaiting for the refund today ( 02/22/2023). Looks like a got scammed for 250 GPB. I dont understand why momondo and flyscaner are still suggesting this company

I booked a flight through kiwi.com. A few days later I was notified that the airline changed my flight and if needed, I could choose an alternative. The alternative requested that I pay over $100 so I chose to get a refund. A week ago, I have received an email from kiwi saying that the airline denied me the refund. When I contacted the airline with the information provided by kiwi, they notified me that they never made any change on the flight and they never received any refund request from kiwi and that I was marked as a no show. I have then contacted kiwi about what they said and they insisted that they have requested the refund. I have asked for a claim or confirmation number and they replied with " we cannot provide the cancellation confirmation from the airline since we already provided the documents that came from them. This is internal agreement of the airline and travel agency". They never provided me with any documentation coming from the airline company. The only document provided by kiwi is the one I uploaded, and you can see it doesn't come from any airline.

My case: I bought 4 tickets from Copenhagen to Madrid flights. We are a Danish family.

These tickets were for July and for us to go to an event.
Of course, COVID happened and the event was canceled.

We did not go and requested Kiwi to get a refund. Kiwi said they would get us a refund.

Then after months of waiting Kiwi now gave me the refund for ONLY ONE ticket. They did not even request a refund for the three other tickets.

How do I know this? I asked Iberia and they told me!

Then Kiwi says the flight was not canceled, but I have an official certificate from Iberia that says it was canceled.

Iberia also told me that three tickets were bought in Mexican Pesos and one ticket in EUROS. I am so confused but Kiwi does not seem legit to me.

We are talking about over 200€ here so it is not a small amount.

When I ask Kiwi to investigate they give the same copy paste answers:

"We hope this message finds you well. We understand that your time is valuable, and we know how important it is for you to get your concern sorted out. Please be informed that as per checking on our system tracker we have already refunded base on the airlines refund policy."

Which is complete nonsense and does not address what I am saying.

They are really hard to actually talk to...

Really low level of customer support and they are not returning my money.

I'm very dissatisfied with the quality of service i received from this business. I booked my flight a month ago and it was scheduled for 3pm. The day of my flight I come to the airport and the airline tells me my flight was rescheduled from 3pm to 11pm, three weeks ago! Which Kiwi never notified me of the change and the and they had 3 weeks to do so. I spoke with Liezel an agent from Kiwi and she was no help at all. She told me my only option was to accept the change. I asked to speak to a supervisor and she refused. I asked for a phone number to submit my compaint and she again refused to provide me with a number. I was told to go online and enter my complaint under the "feedback" section. I was forced to sit in the aiport for more than 10 hours

BEWARE, BEWARE, BEWARE BEWARE, BEWARE
If i can give them 0 star i will do that. This is a fraud company. I booked through them. I looked for a flight to washington DC DCA airport however they booked for a flight to Newyok via Washington DC. The day before the travel, the airline changed my booking directly to Newyork. Now Kiwi say to accept the flight to Newyork or try cancellation. Most tickets are not cancellable so i am lost the booking for 4 people that is $353 using Kiwi. I also had to book another ticket for 4 people for $1186. 40 so my total expence is $1539. Everybody beware if you use them for booking. Your trip will be messed up. BEWARE, BEWARE, BEWARE

KIWI.COM - MY WORST EXPERIENCE!
I booked on kiwi.com one-way flight by mistake, then tried to change it to the round-trip flight right away, but there was no option to do that, kiwi.com doesn't have contact phone number or instant chat, I canceled one-way trip and booked the same plain just round-way.
But I was charged twice by kiwi.com for the same plain: first for the one-way and second - for the round-trip. When I complained to kiwi.com, they refused to refund one-way charge and replied that flights are not related.
PLEAS! PLEASE! DON'T USE KIWI.COM, SAVE YOUR TIME AND MONEY!

Lots of issues with my flight, Kiwi does not want to help. Very rude with their responses.
" well maybe you should of read the airport policy"" maybe I should of ran to my flight"

Absolutely horrific experience
I couldn't find a reservation number for my flight back from Paris to Toronto to check in and it's about 12 hrs before my flight to go home and I found out they never booked me in! So they offered me a flight with a 20 hrs layover and expected me to accept it
My other option was to refund which wouldn't have covered any direct flight price so close to the departure
After FIVE hours of waiting on their agent to give a different alternative
They messaged me
"We did the best we could, this is your alternative with 20 hrs layover, sorry for the inconvenience"

The direct flight existed still and so many other flights but they didn't want to spend a dime more than what I paid to cover their mistake
They also didn't offer any compensation for this amount stress they put on me in a foreign country
Shame on you kiwi.com
Date of experience: October 19,2023

Kiwi confirmed my booking but never assigned tickets to that booking, i. E. the tickets are not "ticketed" so I was denied entry at the airport security checkpoint because I did not have a ticket. Kiwi never provided me with a ticket even though it promised that I would receive one. I called Kiwi customer service about 5 -6 times, who kept confirming that my ticket was still being "ticketed". However, this never happened. Until the time when the check in for the flight was closed, so I could not take my flight. On fault of Kiwi.com, because they had only sent a booking confirmation to me, but they had not assigned a ticket! This is really so stupid!
In addition, Kiwi provided deficient services. In a conversation I recorded with a Kiwi service representative, the representative promised me five times that he would offer me an alternate flight after he was unable to provide me with a ticket at the requested time. I was never offered an alternate flight. Kiwi's customer service representative did not keep his promise and does not meet generally accepted industry standards for similar services. I had to purchase a new flight due to this defective service, which cost me over 1,700.00 EUR in additional costs! I'm speechless!

Don't trust Kiwi, never unfortunately, they charged me for extra services that I didn't ask. They never refund me. They ignored my call. Kept me on hold for more than 15 minutes then hang on my face

Made an emergency travel booking from SYD to Chennai, 2-hour Layover at Kuala Lumpur. The only information given while booking was to check with the airlines, which said a transit visa could be taken at Kaula Lumpur Airport. Checkin at SYD by Airasia was denied quoting the Transit visa must have been issued before boarding the flight. When I showed the information I found on the net to AirAsia they just said that the source of information was not authentic and made us book the connecting flight only through Air Asia so as to avoid the immigration at Kaula Lumpur. When asked Kiwi.com for a refund for the flights that I could not make it to, they denied obviously. I asked them if they could provide sufficient information at the time of booking (such as authentic websites to check immigration laws, etc., instead of saying "check with the airline website")to whoever is making a booking, you know what they said? They just provide online booking and educating passengers is not their responsibility. The audacity they had was beyond comprehension. My sincere suggestion to whoever is reading this is just to check the flights on any online ticketing site but book your tickets through the official airline's website or any of your trusted agents even if it costs a little more especially if you have connecting flights.