Kiwi.com
reviews and complaints

I purchased a flight through Kiwi from Cancun to Guatemala City, flying 29 January 2023. I paid €66 for 25kg checked luggage on this flight. When I got to check in desk they said my ticket/boarding pass did not include any luggage. I showed them my KIWI booking and receipt but they did not care. They said it was not showing their end on my booking. I spoke to many people at the airport but they would not take my bag unless I paid them 2260 Mexican peso. They said it happens a lot and I will have to get the money back from Kiwi. I have receipt and screenshot of my credit card charge. It was a very stressful situation. I wrote straight to Kiwi to request a refund of £97.87 however they have now responded:

Kiwi cannot provide a refund as the requested service was it was not part of your Kiwi.com booking.
Upon investigation, checked bag was successfully added on your itinerary, hence no refund is possible.
This is a lie, it was not successfully added and I want a refund in full (no voucher).

I have booked my AirAsia flight from Bangalore to Chennai and airindia flight from Chennai to dubai as a package from kiwi.com

The air Asia flight timing from 16:05 to 17:05

And flight timings for air india is 19:05 to 22:00.

Due to my domastic flight airasia delayed 1hour 15 mins in banglore airport and it's reached 6:22 at Chennai airport. So airindia closed boardings. Not allowing me to checkin.

I am literally calling to kiwi help line and they are not able to help .

This is not my responsibility in delay. Can you please refund my money back.

When I am checking with airasia they said they are not responsible for this.

And in kiwi website updated flight delayed 30 mins. But the flight delayed 1 hour 15 mins. Can you please do proper enquiry and refund my money back.

Kiwi.com reservation# [protected].

Horrible experience with this company! They have been lying ever since I requested my refund in August 2022. On October 18, 2022, they informed me that they received the refund from the airline but refused to credit my account due to some internal chronology of payments. So I opened a chargeback with my bank. After this, kiwi.com informed me that they suspended the refund due to open chargeback. To continue with my refund, I was requested to close the chargeback. So I did and sent them the bank confirmation. This was on Dec. 2, 2022. After this, kiwi.com informed me they needed another 3 months to investigate the refund! All this time, they have been making excuses and lies. Their customer service is an absolute tragedy! When I approached them again yesterday and used more harsh language, they sent me a threat to watch my language; otherwise, they would not provide me with further details! So, the company has been withholding my money since October 2022 and making lies not to pay me. I have all the communication stored so that I can prove it.

I bought airline ticket from Kiwi.com. Then at the covid time first the flight was cancelled then I got refund voucher from the airlines then I again tried to buy tickets using that voucher. Then again because of covid I didn't able to fly. Then I submitted for refund to KIWI.com with no resposne about an year. Then I contacted the airlines and airlines made the refund and send me document that they made the refund. The voucher airlines sent me it was isssued to Jade Tours. They said Though I Bought it Kiwi.com but it was Jade Tours stock. Can I get any help on this matter Please. I am attaching the copy of refund voucher and proof of payment to Kiwi.com.

Full name: Moses Njau Rabai

Booking Numbers : [protected] and [protected]

Email address : [protected]@gmail.com

Review : Your rating:★★★★★

Worst booking site ever. You should refund my money when Frontier airline cancelled my flight on 16th Dec 2023 due to storm alert from Sioux falls to Denver. I was forced to miss my connecting flight by Alaska airline with no refund.I never travelled that day.

I booked another flight with booking number [protected] and cancelled,I am yet to receive the refund too.

I tried boarding on sunday 18th Dec 2022 with a new rescheduled flight by fronitier airline but they declined my reservation stating that Kiwi is alleging to have refunded me back my money yet it is a lie.

I am so frustrated as my 1st booking of [protected] was $261.99 and the 2nd booking of [protected] was $339. A total of $600.99

Do not book with Kiwi. My flight was delayed by 14 hours (prompting me to cancel) and they sent me £10 total.

I booked another flight, having lost $700 already, and that one got delayed too, making it physically impossible for me to fly home.

Now they're not accepting my Customer Service messages. They won't so much as respond to me as they attempt to take another $700.

WORST TRAVEL AGENCY! Robbers! I booked a flight accidentally to their website knowing that it was airasia, apparently not. Cancelled the booking after realising that. Called the customer service to asked for a full refund, no way to get my money back as it was automatically transferred to what they called kiwi credit which was not an option when i cancelled online. ALL IM ASKING IS a full refund back to my bank account and not in their so called kiwi credit, which is indeed stealing my money indirectly. Worst customer service! not a help at all! Totally scammers! Beware! dont be fooled

Hello, My name is Satyam Chavan

I booked a flight ticket from Kyiv to Mumbai on 26 Feb 2022 (Booking Number: 0 2 0 0 3 3 8 7 9 8) on Kiwi.com.

My Flight was canceled by the airline and I was supposed to get a refund but it's been more than 9 months now still I haven't got my refund. I have raised a ticket multiple times but every time they say the same thing like we are waiting for the airline to issue the refund.

I tried calling them on their helpline number [protected] ) but this call was not taking any refund requests.

08/26 08/25 15122272238013233093056 19,333.36

kiwi.com [protected] kiwi.com [protected]

O. D. DANIELS

Card : 517992 xxxxx52639

Client disputes the transaction as fraud.

I paid €333 to Kiwi.com for flights from Colombo, Sri Lanka to Chennai, India in September 2021. The airline cancelled the flights and refunded the money to Kiwi.com in November 2021. Kiwi.com claim that they did not receive a refund. This is a lie. Initially, Kiwi.com responded to my messages, but for some months now they just ignore my messages.

We booked two tickets at 93 Euros each from London to Thessaloniki. We booked a cabin baggage, which took us to 242.75 Euros. As you can see, we have paid quite a bit more than two single tickets combined.

Firstly, we didn't receive an invoice - which is a problem.

Secondly, we find out that we have been charged 242.75 Euros, but no cabin bag - only two personal items.

We cannot contact Ryan Air, because of their restricted calling hours - another problem.

We have to contact Kiwi, and eventually, after almost half an hour, they tell us that in the SAME booking and SAME payment, one ticket cost 93, and the other rose to 120 - plus Kiwi charged us an extra handling fee of 30 Euros - which was NEVER mentioned.

It was NEVER mentioned either that the ticket prices had risen. But how is it possible for one ticket to stay at 93 and the other to rise by 30 euros? Again, I stress, that we were never told this while booking.

I advise that you start to treat your customers with more respect, and at the least, we deserve a refund. We have always used Kiwi before. Unless you refund us, you have just lost yourself two customers.

On October 17th, 2022 I booked two tickets from Los Angeles to Memphis via Kiwi and the booking number is [protected], the confirmation code in my American Airline app is MHFDIJ, then I canceled it via Kiwi. The Kiwi website also told me that the booking has been refunded.

But now I don't still see the refund into my bank account. It's been 14 days since I canceled the booking

Do you know the reason?

I booked my tickets through Kiwi.com and one of the airlines (connecting) canceled one of the connecting flights.

I requested a full refund as, I paid EU1268.50 for this trip (Please see photo attached) and I was refunded EU 269.

I called the helpline but they said that nothing can be done as one of the airlines refused to pay the refund

Booking number [protected]

Dates for the booking was 28/10/2022 to 03/11/2022 , going from Amsterdam to Paphos

Hi, I’m trying desperately to speak with someone regarding a change to my travel plans. When making the original reservation, I did not buy the Kiwi insurance because the cost of the fare was so amazing and the insurance was nearly the same price. Plus I have travel insurance with my Gold card.

I have a flight leaving for Nice France from JFK this Tuesday evening. (H7BTNW) I decided to extend my vacation, I thought because I didn’t buy the kiwi insurance, I would have to forfeit the one way ticket back to France. So I purchased another, much more expensive flt. on the 7th of Nov. However, now I see I can change my trip up to 48 hours before the journey. My question for you today is, is it possible to change a flight and get a refund or a credit for the new ticket (Z3U29F) or have I simply lost 400 euros?

You must be aware that getting in touch with someone at Kiwi to actually speak with, is next to impossible. I seem to find myself on an endless loop of giving you my email, receiving access to get help but not ever getting to actually speak to anyone. Don’t you think it ironic that when I follow instructions on how to speak with an agent, it says to go to my reservation but when I open my online account I find this? “Which trip can we help you with?

You don’t have any trips planned. “

Yet, I have two confirmed bookings for flights back to France.

Can you please help me?

Thank you,

Linda Alaniz-Hornsby

My US phone number is [protected]. If someone could call me back, I would be most gratefull.

I purchased a flight but since one of the flights got delayed, Kiwi cancelled the affected connecting flights and now it has been more than three months from the date of my flight and they haven't refunded me anything yet. I have called over the airlines and per them, they have already processed refund for my flight which was returned back to Kiwi already, yet they're claiming they haven't received it from the airlines. Total Fraud!

1. We purchased tickets via KIWI.COM but we were not informed that a transit visa is needed in Saudi for layover that is more than 12 hrs. As a result, we were unable to use the tickets. So what we did was, we immediately contacted Kiwi to request for a change of itinerary (Kiwi email file). Accdg to their rule, changing is allowed as long as reported within 24 hrs. After that, we did not hear anymore from Kiwi despite several follow-ups. We ended purchasing tickets from another airline. We were not able to use the flight tickets purchased from Kiwi.com. This is supported by the passenger manifest of Air Arabia & Malaysian Airlines.

2. Card Fraud - please see attached E-ticket passenger file. On Page 6, we found out that Kiwi.com created a credit card under the name of one of my companions (Romeo Baquiran Jr). This is not the credit card that we used in availing our tickets. I used my credit card (Philippine National Bank) directly for the ticket purchase.

Hoping that you can help us to reach/contact Kiwi.com regarding our complaint. If you check Kiwi on google, numerous complaints have already been reported. Kiwi.com is a scam.

In early September I booked a round trip for my wife, paid for it and got confirmation numbers for the flights. Then everything fell apart. They claim the date of birth was wrong. They claimed they could not get tickets, they claimed there were glitches in the system. I tried, 10 times, to get help. Most of the time the people who attempted to help could barely read the interary, let alone speak coherent English. After the 8th different agent, I was told I would have to pay more fees for them to fix there problems. After 10 agents trying unsuccessfully to do anything about all the problems with the booking, I gave up. I just figure the company is little more that a site to steal money from unsuspecting would be travelers. DO NOT USE THEM. TAKE YOUR MONEY AND FLUSH IT DOWN THE TOILET INSTEAD OF GIVING IT TO KIWI.COM. Dates of injury 9-5 to 30-2022.

On 12SEP2022 I booked a flight from Riyadh to Tel Aviv. When my travel was denied through my employer, I canceled on 13SEP2022. Booking [protected]. the website told me to wait a week and I still do not see the refund for $578.01. when I go into Hx tab on 13SEP2022 it will not let me pull up the webpage due to flight expiration. Please advise. There are no cancelation e mails.

I booked a holiday with kiwi.com booking reference : [protected] flight from Manchester 22/10/22 to Lisbon and return flights 29/10/22 Lisbon to Manchester.

I read the booking information which said we can cancel the booking up to 48 hours before travel. I therefore sent a refund request to receive an email to say that the holiday had been cancelled and we had received a credit on kiwi.com of £8.44, I paid approx £1100 for the flights. I sent a message straight away to say that they either need to refund the full amount of reinstate the booking.

They have said there is nothing they can do - it was not made clear that I would loose all my money - how can this correct.

To whom it may concern:

I have been trying to contact this company for months and have had no response.

In March 2021 I have booked a flight, which was canceled. Immediately I requested a refund.

The cost was £199

In July 2022 (1 year and 4 months later), they contact me to informed my refund was £84.99

They send the money to a bank account that was not longer active.

Since then, it is absolutely impossible to contact them.

The information they have on their website on how to file a complaint is evasive, which is illegal since it prohibits consumers from exercising their rights.

https://www.kiwi.com/en/help/search/article/how-to-file-a-complaint-303/

Additionally, I have requested a breakdown of the refund granted, since it does not match the payment made. They have also ignored that request.

I believe that companies like these, which grow by the minute, but ignore clients and prohibit them from executing their rights, should compensate clients until their malfunction causes them to change their internal procedures.

My booking ID was: [protected]

Thanks in advance