Kiwi.com

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.

Two very bad experiences with them: surbooking bad experience and no refund when airline allows it!

First I have to tell you this is NOT an exaggeration!
Support on chat, phone and email (is what the website says)... LMAO
https://www.kiwi.com/en/pages/content/about

The above is what they have on their website. I could NOT find a phone number or chat anywhere on there website. If it's there it's hidden. I searched the internet to get a phone number. I needed to change a flight "TIME" as roads were closed. It will only let you change the day (not the time) online.

I found the phone and called. Option 3 is booking question. Then it says if you want to change your booking... do it online ( I can't, my option is not available) and then they hang up. Very nice costomer service! Option 2 (trouble with payment, figured this one would get me at least a person) Sat on line for 10 to 15 minutes and every few seconds a man says "we have a selection of frequently asked questions to assist you with querrys you may have these can be found on the right hand side of the website" It played over and over and over like every 30 seconds. Almost drove me crazy. In the beginning a women said my estimated wait time was about 10 minutes. After 10 minutes the women said "your estimated wait time is about 10 minutes" Really? After another 10 minutes she comes back on again "your estimated wait time is about 10 minutes" Wow! After another 10 minutes comes on say I have about 5 minutes wait. And in 5 minutes comes back on and says I have about 5 minutes, came back on in 5 minutes and said I had an estimated wait time of 5 minutes again. She comes on again in 5 minutes and says I have another 5 minutes. For the sake of length... she did this 2 more times. Finally they answered but of course couldn't help me. Had to to keep the ticket.

A very dangerous agency to book a travel arrangement with. You may end up been stranded in a strange country with no way to travel out. This agency does not follow any duty of care to check if the tickets it sells are valid to use in all circumstances which means you may well be booking a ticket you can not use with no course to a refund or alternative travel. For example I crossed to Egypt by land border and purchased a one way ticket back through Kiwi.com only to be refused passage by the airline due to travel rules which means you must fly out of Egypt via the same airport. The airline told me Kiwi.com must have warned about these rules when booking as they are obliged by law; but they did not! This one way ticket can still be purchased on Kiwi.com leaving more people stuck in Egypt possible vulnerable people! I checked the airline booking page direct and sure enough the warning is there but not when you book through Kiwi.com BeWARE this agent is a cowboy operation and you may well be caught out in a strange country or lose your holiday due to a rule displayed on the airline site but kiwi.com fails to display

This reply from Kiwi.com specks for itself they will not hold themselves responsible for anything so you are BEST ADVISED to go to the airline site directly and book with them to insure your ticket will be valid as KIwI.com have invalid tickets for sale without any warning till you are refused passage at distant airports. And as you can see from there response they do not care and have no intention of addressing the dangerous issue

My name is Youssef, I am contacting you as a Customer Relations Advisor from Kiwi.com regarding your booking *******. Your Trustpilot feedback was brought to my attention and therefore, I have gone through your reservation to investigate the issue.

We are sorry to learn that you are dissatisfied with our services. We would like to let you know that it is the passenger responsibility to investigate any travel restrictions or any immigration rules of the country you're traveling from or to. Kiwi.com offers valid flights on its search and we are under no obligation to advise you if your travel circumstances are admissible to take the flight or not. It is rather impossible for any travel agency to provide case specific reasons if someone can take the flight or not. I am afraid, it is your responsibility to do that and Kiwi.com is not to be blamed for any travel restrictions.

Thank you for your understanding.

Best wishes.

Youssef
Customer Relations Department.
Kiwi.com.

Firstly I am appalled.
I have had to message them twice and still no answer, bare in mind this is after relentlessly trying to actually speak to a human about my booking. I had called and called since around the 2nd of March when I realised Corona Virus caused issues with my trip. I was then told to call back on the 15th of March of which I had called and called daily until they decided to say that there was prioritising of trips to the next week. So I again waited and called when me trip was getting closer, of which in that time, Indigo airways cancelled their flight.
I was yet again met with, sorry we priortise the flights leaving in 3 days of which I then had to wait again. The three days before my flight was due to leave I received a message saying other flights on my trip had been cancelled. Yet still no answer from their phones. The distress this has caused me at a time when I am away from everyone I love in a country on my own not being able to even get through and get some support from a company I trusted with my plans and money is unreal.
I was then told to open a case of which I HAD TO PAY FOR to make it a "priority" like I wasn't one even though I was getting no answers up to and beyond my flights being due to leave and being on a travel ban from the country they were leaving due to the pandemic we are in.
Now baring all this in mind, on top of this lack of care and service, my colleagues around me are all receiving refunds for their booked holidays because the agencies understood they we are in a world wide pandemic and KIWI simply cannot provide the service we paid for.

I would not recommend KIWI in the slightest, their lack of compassion and availability at a time when their customers needed them the most is concerning and certainly not trust worthy.

Some Major Changes Happened But It's Not Our Fault The Bad Airlines Did it. Scammer stay away from this site.

KIWI IS: Thief / lies / and do not fix them own mistakes at the end, even if they recognize their fault
Go far as you can from that company.

Bought a multicity intninerary. 3 days after they canceled. Got my refund, but constumer service never replied.

I recently had the unfortunate experience of booking my travel arrangements through Kiwi.com, and I must say, it was an absolute nightmare from start to finish. I feel compelled to share my grievances and warn fellow travelers about the terrible flight change policy and abysmal customer service offered by this company.

First and foremost, Kiwi.com's flight change policy is nothing short of a disaster. It is evident that their primary concern is not customer satisfaction, but rather maximizing their profits at the expense of their clients. Dealing with their customer service team was an exercise in frustration, as I was met with a lack of empathy and a series of evasive responses that left me feeling utterly abandoned as a paying customer.

The flight change policy itself is convoluted and filled with hidden clauses designed to deceive and frustrate customers. It became apparent that their priority was finding any excuse to retain my hard-earned money, rather than providing a fair and reasonable solution to my change of flight request. This lack of transparency and integrity is deeply disappointing and reflects poorly on the company as a whole.

Moreover, I cannot overlook the shockingly poor customer service provided by Kiwi.com. The responses I received were riddled with errors and inconsistencies, as if they had been clumsily translated using a subpar automated tool. It was clear that their customer service representatives lacked both the competence and the desire to address my concerns effectively. This level of unprofessionalism is unacceptable for a supposedly reputable travel agency.

The use of automated translation tools not only hindered effective communication but also displayed a lack of respect for non-English-speaking customers. Every individual, regardless of their language, deserves to be treated with dignity and respect. Kiwi.com's dismissive attitude and lack of genuine concern for their customers only served to further aggravate an already frustrating situation.

In light of my terrible experience, I implore fellow travelers to avoid Kiwi.com at all costs. Their flight change policy is designed to exploit customers and their customer service is simply abysmal. I urge you to consider alternative travel agencies that prioritize customer satisfaction, transparency, and professionalism.

I have reached out to Kiwi.com multiple times, demanding a resolution to my flight change issue and appropriate compensation for the time wasted and the stress endured. Unfortunately, they have failed to address my concerns adequately, leaving me with no choice but to share my harrowing experience with as many platforms and websites as possible. It is my hope that by doing so, others will be spared from the frustrations and disappointments I have endured.

Please heed my warning and steer clear of Kiwi.com. Choose a reputable travel agency that values its customers and provides a reliable, transparent, and customer-oriented service.

Using this company was, by far, the worst experience of any travel arrangements I've ever made and that's saying something at 61 and being a seasoned traveller for most of my life. The first inkling that something wasn't quite right with this company was their requirement to pay extra for just about everything i. E. checked-in baggage, seat allocation, meals and so on. That may not seem unusual, but apart from the first short leg of the journey the other 3 stages were business class! They also stated that I could not check in online prior to any of the flights. I opted not to pay any extras except for baggage on the first leg which was an economy domestic flight and I know that often they do require a payment for checked-in luggage because the planes can be much smaller than for international flights. The real issues began, admittedly with a mistake on my part, when I realised that I had made the booking with the shortened version of my name - didn't check the auto-filled information. As soon as I realised I contacted Kiwi.com and asked for the booking to be changed with the 3 airlines involved. Kiwi.com informed me several times via different consultants that all the airline's policies would not allow this to happen and that I would have to book new flights. I had never heard anything so ridiculous in my life. Whilst these 'discussions' were being held via email I saw that one of their agents had re-booked the same flights in my full name and a link to make payment within 24 hours. So, not only had they received my original payment in full, they were indicating that I must now pay 24,000 Rand to resolve the situation AND no suggestion of a refund on the original 15,000 Rand paid. I couldn't believe my eyes! I spent the next week or so contacting the airlines directly and, as I suspected, it was no issue for them to change my name for a small fee - 300 Rand for the first and 750 Rand combined total for the other two. The first was easily achieved online and the others were achieved by going to my local airport. The airlines also emailed me the revised bookings. I was fortunate that I had plenty of time to get this all resolved before I travelled. The revised bookings showed that I was entitled to check-in baggage, meals AND to check-in online. Also, when I checked in online I could choose my seats for the business class stages at NO extra cost. Yes, I complained vigorously to Kiwi.com, but unsurprisingly have not received any further communication from them. I wonder just how much money they are making out of less experienced travellers. They are the most despicable company. End of rant.

Date of my flight: Oct 15,2023

This was my first time using Kiwi and it will be my last. I will NEVER EVER use them again.

I truly believe that this site is a scam, their practices are shady and they will do what they can to milk you out of your money.

My flight got changed due to a delay with one of the airlines so I received a notification from kiwi of the change and accepted my new itinerary (no charge for this one).

When it came to check in however, the desk person did not see my name.

I called kiwi and they insisted everything was booked so I went back to the counter but still got the same answer from the airline.

And the way the airline representatives looked at each other when I said the word KIWI. It was like they already knew I got screwed over.

So then kiwi said for me to reschedule, I would have to pay. Which cost me over $200 Canadian.

And then I was receiving emails stating that since the booking changed, my baggage allowance has changed so now I had to pay additional fees for all the different airlines.

However, when originally booking, I already selected that option to pay for additional baggage. So why the heck am I paying more?

And then, In 2 different countries, I had to transfer airports, both far from each other, to catch my other flight which again, additional cost but for transportation.

All these extra cost effected my budget for my vacation!

I got so paranoid with my flights that I started calling the airline directly to confirm with them over the phone if my reservation # was valid and my name was on the system. And I was constantly checking my reservation number on the airline website if it was still there. Because I couldn't afford spending extra hundreds of dollars again.

Yes, kiwi was cheap, but I have learned that cheap isn't always a good option.

I even felt that they scheduled flight times close to each other and having to transfer to different airports so that I could be late for boarding and then I would need to contact kiwi to reschedule and then pay extra again! But I rushed it!

Since this experience, I am never booking through a 3rd party and will book directly through the airline, regardless of cost. At least I know I will have better control of my flights and I know it got done.

With Kiwi it felt so disorganized and rushed and expensive.

I pray that one day, they will screw over a fierce lawyer and that lawyer will sue their a$$ and shut down this crooked company.

I have then read articles of kiwi being sued but what really needs to happen, is for them to be SHUT DOWN FOR GOOD and refund every penny they stole.

I am going to do some research on a class action because what they are doing isn't right.

Please save yourself from the headache and DO NOT use kiwi.com. I guarantee you will incur unexpected expenses.

This site is the biggest scam out there. We booked a flight through them with our final destination being Budapest. Our flight was from JFK to Stockholm then to Budapest. Sounds good right? WRONG! Upon arriving in Stockholm and searching for our gate to no avail, we ask someone and they inform us that our connection is actually at another airport in Stockholm which is THREE HOURS AWAY. We only have about 3 hours to make the flight so we race outside to a cab only to find out the cab ride would cost us about $300 to get there. We go back inside to review our options... we pretty much have none. We call the number for some help and they were absolutely no help at all, rude even! So that made an already stressful situation even more stressful.

The guy on the phone swore that those tickets were perfectly fine and was trying to imply that this was an oversight on our end. So my husband asks the guy "ok so two people who have never been to Europe book a flight that connects in Stockholm, get off of the plane and have to take and hour to get thru customs only to find out we have less than 3 hours to get to another airport that is just about 3 hours away to catch our flight there. How does a company do the math on that time frame and feel ok with selling that as a trip? Even if we didn't have to waste an hour in customs getting off the plane here we STILL wouldn't have made such a ridiculous time frame because we would STILL have a 3 hour trip to the airport and THEN check all of our stuff in AND go thru security. This is an impossible feat to overcome and I doubt even the quickest person that packs only a tiny backpack would have made this connection."

The guy on the phone was a complete jerk and offered only a $40 reimbursement when we already paid way more for the ticket and then also had already paid for our non refundable hotel accommodations in Budapest. $40 is like putting a bandaid on a gushing wound... we are out way more money than $40 because of what we already paid for and then what we will have yet to pay for to fix this problem because we are stuck in Stockholm. No greater feeling than being stuck in a foreign country.

I will find every possible way to rip any sort of credibility this company has apart. This place should be completely shut down because of what a scam it is. After reading all of the previous reviews I feel legal action should be taken so that no other people should have to go through this.

WORST BOOKING/ TRAVEL AGENCY EVER
WORST BOOKING/ TRAVEL AGENCY EVER!
I was trying to book a flight through kiwi.com. I was about to check out and pay for my flight when they doubled the price of the tickets. (which is rude but understandable since they are just a travel agency). The worst was yet to come... After I booked and payed (the doubled price) for my flight, an hour later they send me an email telling me that prices have changed and I need to pay an extra $242, which is double the amount that I have already payed, or that I can get a refund. Neither of these options worked for me, because half of my family was already booked onto this trip and we couldn't go separately; the second option of paying double the price for something I already booked and payed for was also unsensible. I called and asked them to either pay the difference which they are telling me to pay, or cancel the trip for the rest of my family. I was on the phone with them for more than 3 hours, (waiting for their "call-backs" which never happened.) I spoke to more than 6 different people, and no one could do anything about it. Their excuse was- the flight is in less than 7 days, so we cant refund you. I asked them to call the airlines and issue me a refund, to which they said they can not and will not call the airlines. I myself had to call the airlines and got the answer that if I had called a little earlier (I was 10 minutes late) I would have gotten a refund. The reason why I didnt call earlier? Because I was on the phone with Kiwi.com members, trying to get this situation fixed, but they wouldn't do a thing about it! Overall I wasted about 4 hours, lost my money and had to book a different trip (meaning I spent extra money). Their supervisor was rude. The last person I spoke to kept interrupting me, and raised his voice told me this is their final decision and they will not give me any type of refund. Awful experience, do not recommend to anyone! Save your time and money, book through a different travel agency!

Total scam, they are liars and have stolen the $1400 refund which was paid to them by JapanAir for my canceled flights during Covid.

Kiwi.Com has to absolutely be one of the worst third-party airline companies I have ever interacted with. I purchased three tickets with them the night before and then I realized that I would be coming back a day later than I scheduled it for. I also realized that I would be on a layover for 7 hours in a country and would need to have a visa. When I saw this, I contacted them that same night if I could cancel my flights and be issued a refund. They said that because they already contacted all of the airline companies, I would not be issued a full refund, only $10 in Kiwi Cash. The next morning, I contacted each of the airlines, only for them to tell me that a) they did not receive a confirmation from Kiwi.Com b) that I should be eligible for a refund, or c) to reach out to Kiwi.Com for a refund. I continuously called Kiwi.Com for a full refund and told them the responses from the other airlines but they told me unfortunately I am not eligible for a refund. Mind you, I have spent nearly $4,500 on these tickets and I am currently a graduate student who already spends nearly $30,000-$40,000 in tuition. $4,500 is money that I do not take lightly. I did end up canceling the tickets and they said that because I voluntarily did so, they could take my funds. I just do not understand, why it is necessary for you to take my money? I am not boarding this flight, I contacted you within 24 hours, and all of the airlines could care less or even want me to get a refund. You are just taking my money for no reason. This company is a complete SCAM. I do wish I could go back in time and read all the reviews from Kiwi.Com here and on Facebook before I made this painful decision. Now here I am, fighting to get back my $4,151 with $10 of Kiwi cash sitting on my account. If you guys think I am letting this go, rest assured I will contact everywhere from my bank to the Department of Transportation to anyone who has ears in order to get my money back. I will not stop until I get my money back as I have worked hard to earn it. To anyone reading this, for the love of God, please do not go through this pain and get tickets from Kiwi.Com. Even if you have to pay more from a more well-known company it is worth it. It pains me that I could get a refund if I am dissatisfied with a food company, but I could not do that with a "legitimate" airline company. To all of those who had their money taken by this company, I am truly sorry from the bottom of my heart and I pray that everything you lost is returned in a better form. To Kiwi.Com, you are a terrible company. I have never received such disingenuous customer service and I am very unfortunate that I have ever been associated with you. I will get my money by God's grace.

Reservation number: 330 188 067
The airline company I booked with went bankrupt. Even though I did not cancel, Kiwi is refusing a full refund with various excuses. I've experienced so much stress over the past few months because of Kiwi.com, and it's really hard on my heart.

1. The airline went bankrupt, and many passengers were unable to board the flight, so they requested cancellation and refund from Kiwi.com.
2. Kiwi.com kept in touch with me for a few weeks, made various excuses and refused to refund, and contacted me that the flight was canceled just a few days before the flight.
3. As a result, I had to pay a lot of money because I had to book a flight again suddenly, and my travel plans were disrupted. It was a trip with my parents, but the travel plans suddenly changed and they suffered a lot.
4. I explained the situation I had been through to Kiwi and asked for a full refund again, but they said they would give me a 'subsidized refund' that I had never heard of. I asked for a reason to explain why a full refund was not given, but I did not hear the reason.
5. I talked with Kiwi.com for a long time, but in the end, I realized that they were only wasting time trying not to give me a full refund, so I applied for mediation of overseas disputes through my credit card company.
6. In the first adjustment, Kiwi again refused to give a full refund. After reading the documents that Kiwi.com sent with the reason for rejection, I felt again that it was the worst company. Even documents that are public documents were sent with broken letters. I couldn't even figure out what the text was about.
7. The 'subsidized refund' that Kiwi.com gives is that it gives back to me as much as it gives a refund to the airline. However, I saw several reviews saying that Viva Air, which recently went bankrupt, gave a full refund.
8. So, I once again asked Kiwi.com to give me a full refund as Kiwi said since Viva Air gave me a full refund.
9. Then, suddenly, kiwi said needed a refund certificate. But Viva Air is bankrupt, so customers have no way to contact the airline. Kiwi.com is aiming for this. Kiwi.com said as if Viva Air did not give refunds, but it was actually Kiwi.com that did not refund.

I have briefly described my experience so far. What I learned from communicating with Kiwi for several months is that this company is the worst of all bad things. Perhaps you will suffer the same damage as me if you book through Kiwi. As you know, Kiwi cannot be consulted over the phone. When I call, the call does not connect.
And being a foreign company, many individuals are victimized by scams like this, knowing that customers cannot actively protest.
Recently, in our country's news, a site called Kiwi.com came out on the news that it is a company that damages and scams customers.
Everyone, please share my writing on social media or related sites. So I hope you don't experience such an unfair situation like me.

ITS A ROBBERY... NO BUY KIWI TICKETS NO BUY KIWI NO BUY KIWI... ITS A ROBBERY NO BUY KIWI NO BUY KIWI... ITS A ROBBERY