Kiwi.comReviews 2,175

This company is appallingly bad and dodgy. I was desperately trying to get my son to fly home from London in these very scary times and undergoing a lot of anxiety as I had just those few hours on 16th march to book a flight and get my son over as Malaysia announced it was going into lockdown on the 18th of March. I purchased a business class flight with this kiwi company thru skyscanner and the payment went through but then I got a message that they needed further verification. On calling them I was put on an recorded message for over an hour and 15 mins on the phone before they answered the call only to be told I needed to book 12 hours before as they would not be able to process the ticket and verify the payment. The assistant was extremely incompetent in giving a sensible explanation as to why now that she had finally answered the phone she could not verify the payment despite my pleading with her that I didn't have many options as I had wasted a lot of time with this booking and my son would be stranded in London for possibly a few weeks to months.In the end I had to accept that I would have to cancel that seat on the flight and book another one but later when I tried to book another business class seat, the other airlines had also sold out! Plus my money was tied up with this company and was told it would take 10 plus days to be refunded despite kiwis representative telling me that the payment could not be processed! I'm shocked that skyscanner allow such companies to operate under their banner and give so much unnecessary hassle and anxiety to customers in already stressful times.

Would give zero stars if I could. Asked about cancellation policy and refunds before leaving on my trip because I was still waiting for documents I needed to travel. They told me the best they could do was 10, and this was about two weeks before departure. I ended up getting my documents in time so everything was fine. To return, due to COVID-19, I had to go to the airport a couple of days earlier. Upon arrival I first called the airline (Icelandair, super pleasant and helpful) to ask about the possibility of getting on an earlier flight, unfortunately they told me Kiwi had reserved the rights to make any changes to my tickets. When I finally got to talk to Kiwi, after trying the day before both by phone and email, I was told I'd have to pay full price for an earlier flight. No checked luggage, was merely hoping to squeeze onto an earlier plane if there was room so I didn't have to live in an airport for two days. What difference does it make really? Maybe it does, I dunno.

Many people have had problems with this company. There are suspicions about fake positive reviews and there are plenty of bad ones on other sites. They may be cheap but their customer service is pretty disappointing. They were difficult to reach and seem quite money hungry despite the low prices. I do realize this was a difficult time for everyone, but my sympathy is limited when I feel treated unjustly.

The customer service is absolutely trash. Booked a $2100 trip with multiple airlines and due to coronavirus everything was canceled. They offered a £11 refund. OUT OF $2100?!?!?!? Even though airlines were the ones to cancel & when called directly were willing to offer us a full refund. The only problem was that Kiwi technically "bought" the tickets with their "card" so the refund could never go to us. Ridiculous. Kiki phone reps were no help at all & not willing to reason. This company is a scam. Would give it 0 stars if I could! SAVE YOURSELF AND STAY FAR AWAY FROM THEM!

My sister and her fiancé planed a trip to Spain from Canada for them to relax before their baby arrives. Then Covid-19 happened. Not only does a pregnant lot woman not want to be subjected to the virus but Canada also put out a strong Advisory to cancel all trips outside of the country, they decided to reschedule. Their Air BnB gave them full refunds and Kiwi offered 12 euros. Return flights for 2 people was $1800. I am absolutely disgusted with the "professionalism" of Kiwi especially during a global pandemic. With that said I would NEVER USE KIWI AND ADVISE OTHER TO AVOID AT ALL COSTS.

Kiwi are like that person that tramples over a child to escape the crisis. Hands down the most dishonest, scumbag behaviour by any airline I've ever dealt with. They're so clearly trying to make a quick buck at the expense of their struggling customers in a crisis. Ignoring calls for 80 minutes+, offering no chance to reschedule flight and rubbing salt in our wounds by offering us next to nothing in compensation. But what's worse is they offer you the chance to pick between their disgraceful offering of 3 (flight cost 50) or else the chance of something more, but probably nothing in six months time. They've really shown their true colours in a crisis. I WILL NEVER USE KIWI AGAIN.

Given the flight restrictions imposed by this global crisis, I asked for a refund and additional information on my flight. After three days, they never contacted me to give me any kind of information. I also tried to reach out to the Customer service (several times), but it didn't work. Therefore today I decided to cancel my reservation to comply with Kiwi regulations to cancel reservation 48hours in advance. Basically, I had no choice and proceeded with that. Within 5 minutes of doing so, I receive a message from the company saying that, having canceled, I no longer have the right to request a refund! I replied to that email, and they obviously never responded (while ensuring that customer service is active 24/7). Given the unfolding crisis, it is a shame the company is not providing any kind of support to customers. I am seeking out how to submit a legal claim to defend my rights as customer, so that nobody is scammed again as it just happened to me. I will never use this website again, and I will not recommend it to anyone.

I would not recommend this company to anyone. I had booked a return trip with four separate legs, and two of the four flights were canceled by the carrier. The carrier sent a text message informing me of these cancellations, but I received no email or correspondence from Kiwi. I phoned Kiwi to verify the cancellations, only to learn that they were aware of them but had failed to inform me, and that they would not issue any immediate refund due to the type of ticket purchased, despite the precariousness of the ongoing COVID-19 situation. This is also despite the fact that their force majeure policy states that refunds depend on the policy of the airline used, and Ryanair's website states that a full refund for the cancelled leg of the journey is available if requested instead of a rebooking. It seems I am meant to wait an unspecified period of time while their customer service team determines whether they can place me on another flight (that I can't now make use of in any case) and hope they send me an email about it, despite the fact they didn't bother to do so after being made aware of the original cancellation. The customer service agent, though polite and professional, gave no indication of a possible timeline in which to expect updates about these changes and insisted that they were intent on finding the "best solution" to my problem, despite it being patently obvious this is not the case, as I informed them the best solution was to refund me for the cancelled flights. I completely understand not being able to refund me for the two flights that have not been cancelled, but given that they have almost certainly received a refund on their end from the carrier for the two flight cancellations in question, or could request one, as per Ryanair policy, there is no apparent obstacle to their cancelling the entire booking and issuing the partial refund, especially given the current circumstances.

TERRIBLE experience from big SCAMMERS
This is worst experience that happened to me in 17 years of flying.
First KIWI showed me 2 different tickets (Royal moroco and Qatar airways) than after booking 2 tickets for my wife and me.
KIWI.com sends me a confirmation for royal moroco and CHOCKS me with an email saying that prices have changed in QATAR AIRWAYS and that I have to pay the difference of change that is more than 3000 euros or get only the refund for the return flight ONLY!

I had to lose more than 500 euros because I'm blocked now.
Terrible experience, no support, no emails or contact, no phones, no communication

I'm going to sue this scam company and I'm going to dedicate my time starting from today to expose their scams.

Update: 2 days ago KIWI.COM contacted me wanting more details that I provided them with. They said they want more time to investigate.
I'm giving them three working days to investigate and after that I will start the "jurisdiction path" with my lawyer and my bank charging them with "false advertisement and use of false, misleading, or unproven information to advertise products ".