Kiwi.com

The worst experience that I ever had.
First of all the luggage. They suggested us to call back and add the luggage later, after an hour of waiting to be answered on a call that we were charged for, the customer service staff were just hanging up or disconnecting our calls.
Still now I had to pay double at the airport for the baggage and they didn't even answer me back after the complaint email.
Now I've past my holidays by just calling them with no help at all.
We paid 30pounds each for the insurance and even though this money is not in my bank account anymore no one knows where our 60£ is because the system doesn't show up that we paid it.
After we tried to move the flight forward of a week they made it impossible by asking for another 2.000£ even if we can see the the same flights that they offer on other sites for cheaper than the one that they offered us.
I've gotten terribly sick and even with a doctors certificate to prove that I'm unable to fly for my original departure date. They say that they will refund us 20 of 1300£.

This is just so unprofessional and no one is able to listen to us or help us.
No caring at all, these people only want to steal money and do not provide any helping or assistance.
We managed to get into contact with the supervisor in the London office to only find out how arrogant and useless he was through his complete disregard for our circumstances.
This is a terrible company and has ruined all my holiday.
I won't ever buy anything from these thieves again and I strongly advice to anyone to never ever buy from kiwi.com.

I am only writing this review to counterbalance the many negative comments. I have found KiWi a very reliable booking agent. I suppose some of the people here did indeed have some negative experiences, but some mishaps will always occur. My flight was delayed and so I missed the connecting flight to Palma de Majorca in Vienna. KiWi told me to stay at the airport while they would provide me with an alternative. Since I didn't want to sit it out I went to book another flight out with a different airline which I paid out of my own pocket. This was against the policy of KiWi, but I didn't want to stay in Vienna. So when I contacted them and explained they offered a refund for the value of the ticket.
It worked out well for them as well as me. No hotels, alternative bookings etc, but some companies would have denied any refund because I didn't follow their instructions. Very happy with the way they reacted and will recommend them explicitly.
By the way, I am travelling again this week.
There where some issues regarding luggage which where quickly sorted out. So it wasn't just a one time off thing.

I m not happy with kiwi customer service. They keep telling to wait and it has been more then 7 months they haven't refund my money which my plain got canceled due to weather.

9+ months after COVID cancellations and we have yet to receive a refund. The airlines have either refunded our flights or have not even heard from Kiwi. Horrible customer service. DO not use them!

This post is made on behalf of my dearest friend who is now beside herself and unable to make this comment due to her distress.

I booked a flight for the 29th July 2019 but the email confirmation came through as the 29th August 2019...

I called the "help desk" within 10 minutes of making the booking to inform them of this error and try to correct it. The "help desk" kindly informed me that I could not amend the flight date and had to get a refund which would take 90 DAYS (which is not guaranteed!). They then told me that I could get an instant refund of a whopping £40 instead... What a joke!

So, thanks to this ludicrous fiasco I cannot proceed with our fertility treatment as the additional flights I had to book have left us short for the treatment costs. Thank you so much for your fantastic support during this incredibly stressful time of our lives and for preventing our last chance of having a family (100% sarcasm, just in case it was not clear).

To anyone thinking about using this provider, if you have any sense at all, DO NOT USE KIWI.COM! They have left us devastated.

Hi, two weeks ago I bought a flight with kiwi (London - Rome) but yesterday kiwi sent me an email in which said that my flight was cancelled, I asked for the refund because I need to go to Italy next week but the company said me that the refund will be in three months But I need my money back for buy another flight.

Only good thing about Kiwi are the deals you can find and pay upfront. Aside from that, I was left without an update to an itinerary correction, and I wasn't advised I was involuntarily bumped from an overbooked flight, despite the Kiwi agent "confirming" to the airline they had advised me of the change. Issues on both of the flights booked with Kiwi. One cost me an additional $550 and a missed flight, the other cost me a 4.5hr delay and struggle to coordinate new pickup at destination at 1am. Do not recommend and will not be using Kiwi again. UPDATE 3 Months later, we are into December, and Shruti, the agent who was arranging partial credits for issue 1 and further credits for issue 2, has disappeared, no further response, every time I reach out to Kiwi chat, I get the same response, that my request has been passed to the team & someone will get back to me, then weeks continue to pass.

As I checked with airline company Ryan air, Kiwi.com isn't any stage partner of them or even isn't authorised seller. So, please be ready that Kiwi does a reservations in a cheating way with their autogenerating emails and you can't control your reservation in a usual way. Unfortunately, there isn't any alarm before booking. Ofc, this company is interested only in your payment. After that they will be so sorry but completely out of responsibility of everything.

Instead of regular check in for Ryan air flight on morning I should have to spent 1 hour to do "verification for tickets sold by unauthorised company" paid extras for it and be worried that it will be some issues in the airport.

I sent a ton messages about that to company Kiwi and requested a refund for my extras. They answered that we are sorry but it is usual policy of air company. I called to Ryan air assistance and asked about verification: it isn't necessary to do any verification if client bought tickets throw official partner or directly Ryan air. So, what sense to lye Kiwi?

Also, please be ready if something happens like delays or cancellations Kiwi also will be out of responsibility and will send you to air company which usually send you to place where you have bought the ticket. But you are remember, that they are not official place to buy it.

Only disappointed under this short services. I had been buying a tickets directly in an airlines for years before I gave chance to this scammers Kiwi. And never more in future.

I booked a ticket online with United nonstop. The next day they emailed me saying the flight with United is not available even though it was two months away, and that we would have to use an alternative flight such as Spirit which is cheaper and has two stops with a different airport. I got suspicious looked online and the United airlines flight WAS AVAILABLE on the United Airlines website! SHAME ON THEM! I tried to call but only automated and advise to go online. This is not a LEGITIMATE BUSINESS!

Do not deal with Kiwi.com, stay clear of that disgusting company, you cannot contact them ( unless you are giving them money, then they are happy to speak with you!) WE HAVE BEEN GOiNG ON WIth THiIS CLAIM FOR 12 MONTHS and are still no further forward. They do nothing to help you apart from keep asking for your details, I now automatically send all my details every week, and still no sight of my refund., even though my ticket is fully refundable. Didn't even one to rate with one star, but have to tick at least 1.

My flight was cancelled almost 2 months before departure and the airline issued a refund to Kiwi on 5/3 for my 6/25 flight. Days before my flight kiwi was still lying to me that my flight wasn't cancelled and they hadn't heard anything from the airline. Even now, they're still refusing to issue me a refund even though I have documentation from the airline that my payment was issued back to Kiwi MONTHS ago.

Three checked bags added into my cart which I did not want to. They charged $174 extra for no bag. I asked them to refund the charges, no one did from this company!

With this company, you may save money in the beginning. Ano I have been waiting for a refund on a canceled flight since November 2022. Don't use this company you will regret it.

I am a frequent flyer. I used for the first time in my life kiwi.com and bought ticket from Zanzibar to Amsterdam via Rome. After 3 days the first part of my trip was postponed by carrier Neos.it, so I could not get in time to second flight from Rome to AMS. So I asked kiwi.com to rebook my flight - and they offered me flights with duration 33 hrs and longer!
Then I found myself flight Rome to Ams only 1,5 hrs later than my original flight and they refused to rebook my flight and asked me to pay for it myself more than 200 EUR! Ridiculous company!
And kiwi.com also did not inform me, that if I book a trip with kiwi.com and not firectly at the carrier, I will be subject of departure tax of 54 USD at the airport!which I had to pay at the airport,!

Please do yourself a favor and do not use them. KIWI IS A SCAM! You may think you are getting a good deal but they neglect to tell you connecting flights must claim bag and go thru the entire check in process. If you miss your connect their so called "guarantee" is bs they come with excuses to make it your fault. I just missed a flight that was almost impossible to catch due to a delay and the customer service reps did not help me at all. They are rude & simply dont care. I had to purchase another flight & pay for hotel in Denmark where I was suppose to connect. The most terrible experience I ever had flying. Also they dont tell you to after you book that you have to claim luggage at all your connects which can make it impossible to catch your next flight. Each flight has a separate airline so you have to pay for luggage and check the weight allowance. It ends up being more expensive and a difficult way to travel. I have never felt more duped and frustrating. I cant even get a refund for the 2nd flight of my trip even though it is kiwis fault!

I don't know if this policy exist everywhere, but does exist in US.
I was under impression that kiwi representative never heard of it. Eventually I called the airline and canceled the flight.

I do not have anything positive to say about our experience with kiwi.

1. All flights are separate tickets. When doing transfers we had to go through customs/immigration collect our baggage and then go through security again.

2. Fees are higher through kiwi vs booking your self (luggage, seat selection, etc.)

3. We had 2 passengers on the trip, multiple legs of the trip were not on the same reservation/confirmation number.

4. Most of our connections required changing airports.

5. Left stranded in London on the way to US. Our connecting flight was at a different airport which was a 1 hour taxi ride (1.5 hour bus), with additional expense. We were allowed 3 1/2 hours for the connection (immigration, baggage pick up, airport change). Our first flight was delayed 30 minutes, we did everything possible to expedite - skipped lines, took a taxi, etc. When we arrived the flight check in was closed and we could not board the flight. We called Kiwi who instructed us to not rebook directly through the airline as they would be sending new booking options to choose from to reach our finial destination as part of the Kiwi Guarantee. The options never came, we waited for hours at the airport, multiple international roaming calls to find out they would not be assisting in any way or refunding any money for the flights we did not take. When we were notified of this we had then lost the credit the airline was offering us to rebook.

We had to spend ~$2,000 additional to return home. Very disappointed, stay away.

The guarantee is a scam, they do not honor.

THIS IS A 3RD WORLD COUNTRY COMPANY SO YOU'LL GET THE WORST POSSIBLE CUSTOMER SERVICE!

Absolutely garbage company. For my last trip from Los Angeles to Istanbul, they booked my tickets. My connection flight in London was impossible to take. In London I had to leave the airport and go to another airport in another city which costed me $200. Yet I missed that flight and had to purchase another ticket over there. I lost around $400 to pay for the extra luggages again which I'd already paid for in Los ANGELES. Called the customer service several times to get help but they were so disrespectful and awful even the supervisor. I travel a lot and have never had any issue with other companies.

Their tickets might seem cheap but they're impossible to use. DO NOT USE THEM.

NEVER BOOK WITH KIWI! They are liars and thieves. They make you click for the best price EVER and then their system goes down and the price goes up. They make mistakes on the tickets so you have to pay for the change fees and they will say that it's your mistake. They are based in Tcheck Republic and when you call them you will talk to the customer service in INDIA. They just don't give a $#*! about your issue they just want your money. Internet scam!

I would not recommend Kiwi. They are thieves and liers. We booked our flight to Canada with them. The pandemic hit and, while the airline company (in our case, Lufthansa) was reimbursing our flight, Kiwi told us Lufthansa did not.
What is funny is that, on top of lying to us, they offered us a 'refund service' to presumelly go and get the reimbursement from Lufthansa (that they had already received!). We PAID for this service 60 euros and their answer: 'despite our efforts, our team was not able to get the reimbursment of your flight'. We contacted this company Vol en $#*! (a lawer firm specialized in ailine litigations) and they got our money back!
As said, kiwi is cheap, but there is a difference between being cheap and having no ethical values!

I was refused boarding due to not having the correct visa for a transit. BA were kind enough to refund 1500£ but it was paid to Kiwi.com who then refused to pay it to me. They are thieves.

KIWI.COM sent me an email about my flight being cancelled due to COVID and that I was receiving a refund,,, been 7 months now and nothing,,, they don't even respond to my emails. I cant get the Info I need to let Ryanair know what my booking number was for them,,, STAY AWAY FROM KIWI.COM,,, THIEVING C#NTS!

They cancelled my flight from London to Atlanta, and when shown options to request a refund or change itinerary, I was able to receive 100 euros in site credit or I could pay the price of ANOTHER FULL FLIGHT to change my itinerary that THEY CANCELLED. I selected the credit option, and I never received the credit. I ended up having to pay for a new flight home from London. I will NEVER use this website again.