Kiwi.com

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.