Kiwi.com
Reviews and Complaints

Yes, buyer beware. In a nutshell:

1. Booked a flight through kiwi.com and paid for it.
2. Airline cancels flight because of Covid-19 related problems.
3. Airline refunds kiwi.com but kiwi does not refund passenger (me), also known as cash preservation 😡
4. I have called 5 times in 6 months. Promises, promises ...

I booked a flight online on Oct 19th thru this company for a November 15th flight from Dakar to Entebbe and found a much cheaper flight about a week later thru another online 3rd party site. Of course, Kiwi.com makes it easier for you to pass a watermelon thru your anus than get a refund. So i have a flight that I don't want paid in full and if I voluntarily cancel the booking, I'll get a whopping 10USD back as a refund. Both flights were booked through Kenya Airways but as most of these agencies tell you, they are simply following the airline's cancellation policies. But I will still attempt to get a refund from Kenya Airways, though I suspect that will be a losing battle. I would definitely warn people from using Kiwi.com for booking flights. It's not worth the headache. I've booked with other 3rd party booking agencies and they were not this difficult to deal with. The fact that they would offer 10USD of an over 700USD ticket is obscene. Like they can't resell that ticket/flight if I don't book it? I'm hoping their is a class action lawsuit against this company as they have a horrible reputation and I only wished I had done better research before booking with them. Buyer beware!

Defrauded by kiwi! …
I don't understand how kiwi has an operation license…?

(from everything I say I have support by written correspondence and photographs I took, as a matter of fact for whatever is needed.)

I intend to be compensated!

On october, 6, 2020 I bought from kiwi a trip (2pax) that included, on part of it, a connection from the airline tap, flight lisbon / barcelona and then on the return barcelona / lisbon,
A few days ago I received an email from kiwi stating that tap had canceled this flight, and that tap had redirected us to another flight later,
They further stated that kiwi insurance did not cover this cancellation, that we could choose to request a refund, but immediately they warned that it would be problematic to obtain this refund, and it would not be for the entire payment made,
Or, we could choose an alternative, paying more,
As tap redirected us at no cost, I didn't choose alternatives,
But, I wrote to kiwi to ask about this change and to what extent everything was controlled,
Two days later, instead of getting a reply to my email, I received a new pressure message from kiwi saying that time was running out and that I would have to choose an alternative, always paying more, excusing to clarify the situation either by phone or email,
I called kiwi's contact phone numbers several times in portugal and uk, but no one answers, they say they only respond to last-minute emergencies,
In view of the pressure that kiwi put me on, I returned to the options email and tried to confirm the tap alternative, but it was not active as an option, … I had to choose an alternative with iberia because it was the only one that approached the initial route, to I had to pay more 428, €
Immediately after taking this option, and paying more € 428, I received an email from kiwi, apologizing for the delay in replying, saying that the option had been successful and that they had already requested the new tickets for iberia, but, unfortunately, the extra I paid for hold luggage and assistance for that flight, totaling approximately 100, € will not be refunded,
I called tap directly to confirm the veracity of the situation, and tap confirmed that this flight had been canceled, but there were alternatives, namely via madrid, and that kiwi still kept my flights open on tap (they had not canceled them),

Briefly,
Kiwi reported the cancellation of the tap flight and presented alternatives, all of which paying more, but not with the tap option, which would have no extra costs,
Kiwi did not contact tap to check for alternatives that would not have extra costs,
Even after I confirmed the tickets for a more expensive alternative with iberia, kiwi kept my tickets open at tap, I believe, in the expectation of getting some kind of refund that will not pass it to me,
Kiwi did not answer my telephone contacts or respond in a timely manner to my email, refusing to clarify the situation in a timely manner,
Instead, kiwi pressured me to choose a more expensive option, and an option that made me lose extra services that I paid for and will not be refunded, all in a total of more than € 500
From the moment kiwi managed to get me to pay more, everything has changed and kiwi has been in correspondence with me via email, with unreasonable excuses, showing that after all it was not the work overload that prevented them from clarifying me in due time,
Yesterday, after all this confusion, kiwi send me a flight proposal for the entire route, that is, for my final destination, again including a tap flight, with similar schedules, for a similar amount, … but as I had already paid via iberia, there was nothing to be done,
And worse, kiwi was offering, yesterday, my complete route, with the iberia option, for the initial price I paid with tap, that is, after have charged me more € 428 saying that this alternative was more expensive, when the selling price at this point is the initial value, …

It looks like kiwi has a modus operandi….
They announce cheaper flights, with options that are eventually no longer active,
Then they inform that cancellations have occurred, and put pressure on, giving a short period of 48 hours, to choose an alternative,... To pay more!
Then they avoid any telephone contact and don't respond in a timely manner, and only respond after their pressure have resulted in more money,
They escuse themselves that airlines are always changing flights and they are not able to control these changes as quickly, to justify charging more for alternatives,
New cancellation costs, kiwi does not reimburse through the insurance that advertise, in addition to that, all paid extras of services in the menu kiwi presents are not transferable, as in my case,
They keep the tickets open with the airline in the expectation of still being able to receive some compensation for it, …

It's an insult, scammers!

I booked International flight ticket Dallas - Blr and due to covid I cancelled and requested for refund. They have not refunded. I have been waiting since 4months. They are such fraudsters they don't pick the call at the customer care. I have $1500 towards my flight ticket
My name is vishalakshi Jesudass and the booking number is [protected]. I am hoping and looking for support to get this resolved. Even tried reaching Emirates. But Emirates are not helping on this. They are simply directing to me Kiwi.com

I booked a flight to China on Kiwi. The ticket price for a one-way ticket was $4, 191. My credit card was charged the full amount. I received an e-mail from Kiwi stating that my booking was processing.

Four hours later, I received an e-mail from Kiwi stating that there was a "price increase" and they needed an additional $8281 in order to book my tickets. This means a $4194 became a $12475 fare!

This looks suspiciously like a "Bait and Switch" fare. I wonder how many of these $4194 fares they actually sold? Seems to me this is a dishonest business practice.

Booking Date: 27th january 2020
Flight Date: 22 May 2020
Reference: CHJVAD

My flight was cancelled 5 months ago by the airline which is a no brainer for a refund, but it's been impossible to get refunded from Kiwi.com. You booked through them and cant go to the airline directly because of that. They are keeping all the money for a cancelled flight. This includes kiwi keeping their fee's for the cancelled flight and the airline stealing the taxes that were due to local governments and airports. Both of which is probably illegal. You cant actually deal with the airline directly because the transaction is with Kiwi.com, but Kiwi are refusing to refund the service that was never provided.

They are also making the claim one is in progress to be completed within 3 months. It's now five months since the cancelled flight and no refund is coming. The company may well be wound up to avoid paying out these valid claims.

A desirable resolution is a refund for the service that was cancelled by the provider.

I booked a flight with kiwi and received an email stating that my flight was sold out on september 9th I requested a refunded and on september 10th my account was debited and not credited. If the flight was sold out why did they debite my account? This evil company is scamming their customers and not refunding them their mone. I called customer service and is unable to speak to anyone. I sent a message to the help center and is waiting for a respone about my refund. I have a sick father that I need to visit he is 94 years old. I need my refund!

I have been usıng you nearly 8 years and few days ago ı wanted fly to Istanbul, you have gıven meb2 choıces, Turkısh Aırlınes web sıte or thıs (unknown to me), Kıwı.com..I trıed fırst Turkısh aırlınes but they dıdn't have the flıght ı wanted, then I trıed Kıwı web sıte and the flıght I wanted was avaılable..I booked ıt and made my payment, few mınutes later ı have recıeved a message that, due to technıcal fault my bookıng dıd't go through..Now onstead of refundıng my money straıght back ın to my account, they put me ın to a refund sıte where they have optıons lıke; credıt ıt to Kıwı web sıte, get vauchers, and pay back to your card(ıt takes 3 to 5 months ), wıth all thıs I must have pressed the fırst optıon by mıstake, now they refuse to refund my money on some thıng that they have created and theır technıcal error and I have to suffer the consequences of not being ablebto get my money back..Why do you use con air travel agencies like Kiwi.com and make us suffer and put us in to burden.

Hi,
I booked my flight from Kraków to PL departure 10/08 - I have not received a confirmation and cannot contact the customer service. I can only contact them three days before departure which will probably be too short to feel secure. This is my trip for my birthday and it is extremely important. I Find the whole process really confusing and I would like the following to happen:
The booking to be confirmed within next two days.
If it is not confirmed I will need my money to be returned with a matter of urgency.

Many Thanks,
Julia

I purchased two flights through KIWI.COM from the UK to Odessa and Kharkiv in the Ukraine as a round trip for the 15th of July 2020 booking numbers [protected] & [protected] but due to isolation regulations in the Ukraine i decided to cancel my flights on the 1st of and request a refund in their options section . i chose for an immediate refund on the pretense that they would approach the airline for me. But unless you pay the premium cost to them as a handling charge all you will receive is 10 euros into your kiwi account and the rest of the value is lost. But my question is who is it lost to? the airline or Kiwi.com ? Also i recently traveled to Serbia using flights purchased from kiwi. one flight was from the city of Nis to Vienna Austria which was for 07.40 am Wednesday 1st July 2020 i was emailed just before my trip to inform me that the flight had been re scheduled for 00.45am that day. This was misinformation and was left to wait outside an empty airport for 16hrs for a flight that did not exist and did not even fly at 07.40am as originally scheduled as i contacted the airline and was told that they only fly at 12.45pm . On arriving at Vienna in Austria had received another email from them to say that my connecting flight to london had been cancelled which was true. And i had to book a new flight for the next day as there was no options available., and book into a hotel due to quarantine regulations, but was e-mailed again by them the next morning to say that flight had been canceled aswell which in fact it had not after approaching the check -in desk for Wizzair .and told it was on schedule and had not been canceled . I have contacted KIWI.COM customer services with very little customer satisfaction.

I booked flights to the states from the uk return but like others due to the pandemic many of my flights were cancelled. I filed for a refund request and they said it would take 3 months. It has been over 3 months and they have not contacted me - I have tried numerous times via email and telephone but the automated system says that my birthdate is wrong when I type it in and then they hang up on me and say to ring back when I have the correct information. The email for support sends an automated response saying you have to fill out forms online, when I try, it says that I had a basic package and am not entitled to use the service.

This situation is infuriating and there is no way to speak to or contact anyone about the situation which I am not at fault for - the airlines cancelled not me...

Please can someone help? This has been going on for quite a while.

I have booked a one-way flight to London from Manila last May 11, 2020 using Jetstar and LOT airlines with connecting flights via Singapore and Poland respectively.
On May 20, I have received an email from this travel agency reporting that my flight was cancelled and needed an urgent action. I decided to get a full refund of the amount I paid for the fare and applied for this the next day. I then received a confirmation email that the request was received and they will start liaising with the airlines. I was reminded that it can take up to three months for this process to take place.
Last June 7, I emailed this address " [protected]@kiwi.com" to get an update on my case. But unfortunately, this is a non reply address and was advised to contact them via this link, https://www.kiwi.com/content/feedback, that doesn't work at all. I now have no other way of contacting this travel agency to make follow ups, hence, I am writing to make a complaint.

One of the worst customer service I have experienced in my life. I understand that my 1 flight (Booking ID: [protected]) on April 1, 2020 from CGK to KUL was cancelled and caused me to miss my connecting flight. I can understand this due to the pandemic like other cancelled flights but these four issues below really takes the cake:

1. Despite me calling and your online customer service confirming a few times, the assurance was that my flight was not cancelled (since I had a connecting flight). And this assurance came 24 hours before. Few hours before my flight, flight was cancelled.

Well unprecedented times, so I gave them the benefit of doubt, like any airline. The rest were inexcusable.

2. Trying to get a confirmation about my cancellation was so tedious. No one picked up my call, and your email support is only accessible to VIP not to all customers. So there I was, left stranded at the CGK airport. Missing my connecting flight from KUL-JHB as well, with no way of contacting Kiwi.com. (They try not to or wont pick up calls that are past 24-72 hours from the time of departure)

3. Kiwi.com asks for a refund fee! That's right folks. A refund fee to process what they owe you. I made the mistake of agreeing to this on their website. MYR 100.00 gone in the wind because I gave this company benefit of doubt.

4. It has been 3 months and there has been no update to my airfare refund or refund fee. The best bit? The only option of calling back is now disabled since they no longer consider past booking ID as valid. The automated operator hangs up on you citing "invalid booking number" and "pls try again once you have found your correct booking ID". The cheek!
Don't believe the magic? Try calling them with my booking ID.

Kiwi.com Malaysia
+[protected]

What a sad excuse when you can't even get back to your customers. A short "we are looking into it' would have sufficed. But no. Better to steal and disappear. And act dumb about it.

I will be forwarding this to the media and local consumer court to teach this company a lesson since so many online reviews have been similar. I urge everyone to do the same. I wonder how much they have ripped off customers with this trick.

Hi
I hve been traying to contact you for the last month
We have revived a notification that one of the flights has been canceled.
Its booking number [protected] its on the 3/4/2020
The first leg on pegasus has been canceled by pegasus and you still send us confirmation on the booking.
My clients can not flay on the time time table you sent.
My clients want a to change to august or cancel.
You also sent us a cancelation for prg flight.
Jmd tours
[protected]@hotmail.com

I have booked the airline ticket on 3rd March to travel from Birmingham UK to Boston U.S. scheduled departure 19th March. However due to COVID 19 pandemic, US government banned travel from UK to US on 13th March. I have contacted Kiwi call centre for ticket refund by multiple phone calls and twitter messages. Initially they responded by asking for more information but with no response later.

I booked my on 10 March 8.25 pm within few mint like 4 mints I cancle my booking . Because I booking next but during corona my leave cancle ready when my company informe I cancle ticket . Before e ticket I received refund in progress mail 8.43 two time mail came but I found contact no on web site atleats I informe them but no contact no just only mail id. when I found contact no I call them they directly tell we can not refund your money becuse need 48 hr for cancle tickets stupids don't before one day book ticket how can 48 hrs I send mail also but untill today 29 March to revert on mail I'd . Ticket cost is 635$ now they don't want to return money better way eran good while outbreak I pray to god one your all business fail you play with all the persons .

I booked a flight with Kiwi.gurantee connecting flights and received the email in the morning 3 hrs before my flight that my connecting flight has been cancelled. I asked to change to alternative because I paid for the guarantee and they told me I have to add additional money because the flights are too expensive. What's the point of buying kiwi. guarantee if you cannot change my alternative flight for free? And the price difference to change the flight is exactly the same price of buying new tickets immediately? So if I opt to change and add money, they wont refund me the orginal flight either. You are cheating money out of consumers. Then I opt for refund and the system kept showing error. It says I must complete within 24 hrs of they cannot do the refund. I can't do it because it is your system error! They made me pay processing fee to refund but still error. I called customer service support and the wait time is 2 hrs. What is this? I know you are busy but you cant expect a stranded person in another country to call your hotline and wait on the line for 2 hours. How is that reasonable. Nobody is responsing. There is not chat service available. I am so lost

1 of my flight In cebu pacific was cancelled with no notification received and this affects the whole itinerary bound to Helsinki Finland. I request for the refund but i have not received any feedback or status

I paid for an option to be assisted in your company to help me facilitate the refund... and requested to cancel all the flight considering my 1st flight in Manila Philippines was cancelled .

Please do contact me thru my mail [protected]@yahoo.com or with my mobile number [protected]

I have tried contacting them for 4 days via phone and email and constantly on hold with 1 minute wait time but was 2 hours before I gave up. I received a text message from the airline to say to check my email re cancelled flight but I have not received an email as it was booked through kiwi.com. I was due to travel frol Ireland to Prague but Flights have been cancelled due to corona virus. I can't get through to anyone to find my next course of action or to get a refund. I have read up several complaints that they can't get in contact or get their money back

Hello!

I booked two flights through kiwi.com and on their page it showed the first one from Rome (FCO) to Brussels (BRU) on March 12 2020 was cancelled. I also talked on the phone with an agent who confirmed the cancellation. After getting that information I booked another flight for the next day and changed my second flight Brussels (BRU) to Tallinn (TLL) for the next day too. Since it was the lockdown situation in Italy I had to grab a chance to get out of there to get to my home country. As it turned out the information was false and the flight on March 12 was not cancelled after all. I only discovered it through talking to a Ryanair agent who confirmed the flight was not cancelled. As from Kiwi.com they asked me to call again the next morning after talking to them but of course the lines were overbooked and I even didn't get a chance to talk to them again. So I took the flight on March 12 and let my flight which I had bought through another website for March 13 go. Now, since I had already re-booked my flight from Brussels to Tallinn for March 13 I had to spend the night in Brussels and take a hotel. In the morning when I tried to do the check in it turned out there was no flight for me any more! I went to the airport and the agent said there is no flight under my name for 12 nor 13 of March. Luckily she was kind enough to rebook me on the flight of March 13. Now I am waiting for my flight from Brussels to Tallinn on which I should have been 24 hours ago. I will add the document that says the flight is cancelled.

Best regards
Agni-Sandia Hallik