Kiwi.com

On a $3000 flight we were charged $297 to lock this price in for three days unknowing that this was a charge, not a deposit. They still wanted the full flight fare upon booking. No where on the booking page did it disclose this.

I recently booked a flight with Kiwi.com and had a very frustrating experience. While the booking process seemed smooth, I was unable to check in online with the airline (Wizz Air Malta) despite multiple attempts using the provided PNR. When I arrived at the airport, the airline staff informed me that I had to pay a €50 airport check-in fee. They also mentioned that such issues are common with Kiwi.com bookings.

I reached out to Kiwi.com customer support to request reimbursement for this unexpected expense, but they deflected responsibility, claiming the issue was with the airline. Despite my explanation and evidence, Kiwi.com refused to provide any compensation or meaningful assistance.

As a customer, I trusted Kiwi.com to facilitate my travel, but their lack of accountability and poor communication with the airline left me feeling disappointed. I will not be using Kiwi.com again and would recommend booking directly with airlines to avoid such complications.

What a terrible company to deal with. I booked flights to take me to America for 2 weeks. I didnt realise that the flights didn't include luggage. I contacted KIWI Travel to be told that I cant take any luggage with me and would not help in anyway. They would not provide me with any reference numbers for me to contact the airlines direct to add luggage They told me to cancel my flights with them and rebook at a cost of loosening all my money. It took me days to eventually persuade the different airlines to allow me luggage on my flights. Kiwi travel were completely unhelpful and point blank refused any help or compassion. A DISGRACEFUL COMPANY.

Kiwi.com operates in a way that is not entirely ethical.

I purchased two tickets through them from Vancouver to Los Angeles on April 6,2024, and faced significant inconveniences when I was unable to receive the expected discount on baggage fees, and my assigned seats were far apart. I only realized these issues when it was too late to make any changes.

After I raised my concerns, a Kiwi.com representative contacted me and asked me to remove my negative review. As compensation, they provided me with a $50 promo code for future bookings with Kiwi.com. I agreed to delete my review on the condition that my rights as a customer would not be violated again.

Later, I purchased two more tickets for February 16,2025, from Ft. Lauderdale to Vancouver using their service, expecting to apply the $50 discount they had given me. Their help page states:

How do I use my promo code?

Select a trip and start booking.
Click "Redeem a promo code" on the last step of the booking before you pay. You'll find it above the payment box.
A new field will appear. Enter your code there and apply it.
You should see a success message and the discounted price. You can now pay the difference (if there's any) and complete your booking.
However, in reality, there is no such "Redeem a promo code" link on their website before purchasing. The option only appears after the tickets have already been bought.

I wasted my time trying to apply the promo code when purchasing my February 16 tickets. I wasted even more time today, February 26, trying to use my discount.

What kind of service is this that steals my time and causes unnecessary stress?

I am deeply frustrated with my experience with Kiwi.com. It has now been 60 days—two full months—since my flight was cancelled, and I am still waiting for a resolution. Despite repeatedly reaching out, the company continues to delay my refund with no clear explanation or timeline.

To be clear, I paid Kiwi.com directly, not the airline, and it is the company's responsibility to resolve this issue. The flight cancellation was initiated by the airline, not by me, and yet I am left in limbo, with no accountability from Kiwi.com. I have received no firm answers on when or if I'll get my refund, and the lack of communication throughout this process has been nothing short of appalling.

I understand that the airline may be involved, but Kiwi.com should be handling this on my behalf and ensuring my refund is processed. I do not expect a voucher or partial refund, but the full amount I paid. At this point, I feel as though I am being completely disregarded as a customer.

I sincerely hope this review will get someone's attention, as I am now considering taking further action if this issue is not resolved immediately.

Summary: Unacceptable delays, poor communication, and lack of accountability. I will not be using Kiwi.com in the future and strongly advise others to think twice before booking with them.

Don't use KIWI
Don't use KIWI, you will regret itI took out Flight disturbance with KIWI costing $947 and when I went to use it KIWIs atrocious customer service kicked in. Firstly claimed I didn't have the insurance. Then claimed that I actually flew on the flight in Question. Will never use KIWI again and advise everyone else not to. The worst customer service imaginable. They lie, they distort facts. They do not honour their purchases. Pay a little bit more and deal with reputable travel agent. Pay a little more but you will have peace of mind. When you book with KIWI you cannot then deal with Carriers direct and you the. Get bogged down in pre mentioned atrocious customer service. Good luck trying to call someone.TRAVELLER BEWARE

This is what they wrote,
1) 55 min minimum connection time is calculated from the time of arrival to the time of take-off. ==> so the plane taxi time, and the time from the gate shut to flight actually takes off isn't included, they're playing words here.
2) Unfortunately, if the airline did not refund as a result of their delay, we cannot offer any refund/compensation from our end, since you refund policy states that we are entirely dependent on the carrier's policy when it comes to refunds. ==> beware this is deflecting issues, so which means it's not their problem but airline company's problem.
3) 55 minutes is the MCT needed for a passenger who is travelling without checked baggage at Edinburgh airport ==> the baggage option is way after you've confirmed the flight option, so this is a massive lie from kiwi.com,
4) For each airport, we have internal information on how much time is needed for the passenger to connect to the next flight. ==> this answer was to a question about where they got that 55mins connecting time would be enough for people to change from one flight to the other, they couldn't give a satisfactory answer but kept repeating themselves, it's a joke.

Overall the experience with Kiwi.com is poor, please avoid if you can.

I strongly advise against using Kiwi. The airline canceled one of my flights, and Kiwi has been a nightmare to deal with. They refused to refund my second connecting flight, and I've been stuck in a frustrating loop of back-and-forth communication for over a month with no resolution. Eventually, they told me to handle the refund directly with the airline, even though they were eager to act as the middleman when it came to taking my money. Avoid this company at all costs—it's truly terrible.

Refused to refund a flight bought on the wrong date and cancelled immediately. Terrible customer service - told me a supervisor will get back to me and never heard from them again. Don't fall for the cheap price - cheap is expensive!

I recently had my first and last experience with Kiwi.com, and it has been nothing short of a nightmare over the past 10 days.

Kiwi.com has built a bad reputation for unethical practices, and after what I've been through, I can confirm those claims are true. Despite numerous warnings from major media and consumer organizations about their awful refund policies, they continue to evade accountability and create victims.

I was scammed out of USD $11,350 by Kiwi.com, and I feel it's important to share my story to warn others.

Flight Itinerary: Las Vegas - San Francisco – Incheon
Airlines: Frontier Airlines – Air Premia
Ticket Booking Date: September 21
Ticket Cancellation Date: September 22
Booking Number: A8W6GQ

I canceled my flight within 24 hours of booking but only received a measly $210 refund for baggage fees from Frontier Airlines.

As for Air Premia, all they say is "wait." It's been over 10 days without a resolution, and Kiwi.com is passing the buck to Air Premia, claiming the airline decides when refunds are issued.

I reached out to Air Premia, and their policy is clear: if you cancel within 24 hours, you're entitled to a full refund with no penalties. I've flown with them several times and know this policy well.

This entire experience has left me stressed and unable to eat or sleep properly. If you're considering booking with Kiwi.com, please take the time to read the negative reviews and think twice. It's simply not worth the hassle or financial loss!