Kiwi.com
Reviews and Complaints

I am posting this to check if an out of court dispute settlement can be reached with regard to the number of breaches to the terms and conditions of our contract in booking no [protected].

Following the cancellation of British Airways flight (BA 3277) from London to Dusseldorf, which subsequently affected my main flight from Dusserdulf to Beirut via Sundair (SR 436); I received an email on 1st of December to choose between the proposed alternative options or a Kiwi.com credit of 52 euros (instead of the full amount of £218 paid on Nov 7). The alternative options included a number of flights with a layover time of more than 10 hours plus additional charges, except for two other flights operated also by British Airways having a more practical transit time but with additional charges of £150 - £180.

On Dec 1 I have contacted UK customer support team to analyze the situation and the proposed alternatives and have been advised of a number of false information that will be part of the legal case against your company. Below are the main items:

The proposed options did not consider Kiwi.com Garantee Scenario A by offering a Kiwi.com credit value or a full monetary refund corresponding to at least the price paid for all the unused flights.

Support team have informed me that my case is falling under the Force Majeur case so Kiwi Guarantee does not apply.

The statement is inaccurate considering that the other operating flights are also from British Airways and the flight is cancelled for non-Force Majeur reasons. I also asked Kiwi agent to request British Airways to place me on one of their other flights with no additional charges considering the damage of late cancellation notice (15 days prior to departure) which could have entitled me to compensation under EU regulation if it was any less than that duration. Kiwi representatives did not take this option into consideration.

Support team have directed me to request a cancellation claim via falsified information by assuring me that the refund will be received for both flights (BA 3277 and SR 436) and not only the cancelled flight (BA 3277). Before initiating the cancellation I also requested an email with this regard due to concerns that the suggested 50.95 euros refund seems to be only related to BA 3277 and not SR 436 and since Sundair has no legal obligation to refund the itenerary fees as the cancellation is related to British Airways which is a non-connecting flight. A

After initiating the assisted cancellation following the received recommendations, I receive an email two days later on Dec 3 confirming that the part of the booking related to Sundair is non-refundable. By that Kiwi's actions have increased the damage incurred on me by cancelling a flight that I could have still used without getting any refund for it

Since I am still waiting for the response of a number of legal entities including our MP before engaging official legal assistance, I can still accept a refund for the full amount without any compensation fees. In the future, this will no longer apply.

Booked a return flight London-NYC in March 2020 and applied for a refund in April 2020 because my flights were cancelled (covid). It has now been 20 months and I have not received a single dollar. I have tried contacting Kiwi.com countless times through every means possible, but they have either ignored me or been incredibly unhelpful. This practice seems highly illegal.

I book twice in kiwi and the airlines denied me to check in my flight for 2 times. Here is my booking number [protected] and [protected]. I lost almost 2000usd already. I want to get my refund. Then when I message KIWI they only said we reviewed both bookings and none of the flights encountered cancellations from the airlines involved. This is absurb. As the law said the unused flight ticket should be refunded regadless the reason due to the covid-19 pandemic.

I booked an open jaw flight with kiwi.com (standard fare, which means I can rebook). Due to Covid, I had to rebook it. I contacted Kiwi via the helpdesk where I was told that I had to do this myself via my account.

I rebooked part of the flight, but when I tried to rebook the next part, the system told me that I could no longer do so because my flight had now been downgraded to Saver Fare and I was no longer entitled to do so. After checking with Kiwi, I was told that this was not possible because I had voluntarily postponed my trip. The fact that I have part of the trip in November and the rest in March is completely illogical and there was no way to rebook the entire trip.

This is a clear mistake by Kiwi, there was no way for me to rebook the entire flight in one go. I paid EUR 1, 106.31 and now they are offering me EUR 10 as compensation for the rest of the trip and the option to book a new trip. I do not agree with this. Of course, even with an open-jaw flight with Standard Fare, there must be the possibility to reschedule the entire flight, not just parts of it. After repeated enquiries at the helpdesk and by phone, I was repeatedly told that I was responsible for this myself, as I had rebooked. Until now I was never told how to rebook an open-jaw flight.

I am now requesting the possibility of rebooking the flight on a new date in March 22 at no additional costs.

Our airplane tickets were canceled more than a year and half and we didn't received our refunds until now.
Our reservation number is [protected].

Due to no fault of my own I was not able to get on a Easyjet flight from Bristol to Larnica, this was the first of three legs to get to Sarm El Sheik. Easyjet staff were great and did everything they could to help but with no joy so they re arranged my first leg so I only had to pay for the changes to the second and third leg of my journey. I spoke to Kiwi.com and they said they would try and change these flights but failed so I ended up with a flight that was of no use to me, I spoke to Easyjet and they informed me that Kiwi.com could change the flight to the following day which would be direct to Sharm via another airport, Great, however Kiwi.com would not help me do this, they just kept saying they would look for an alternative and I would have to pay again.

Hi,

This is to your information i purchased the flight ticket on 01/10/2021 the carrier had cancelled the trip and refund the amount to kiwi, but kiwi refuse to pay me back lying, I want to bring this matter to the jurisdiction, cheating always telling false information so I want to file a damage suit along with the refund claim as soon as possible to punish kiwi

Regards

N khan

I had booked my flight on 01/10/2021 from chennai to Tokyo, the flight carrier has cancelled the flight the refund was given by the carrier on 02/10/2021 but still kiwi has not returned my Refund in spite of of several reminders, because of this i lost jobs and other expenses spent on traveling to japan with lot of stress which caused damaged my travel,

I booked flight thru kiwi.com for my niece Hemal Lalchandbhai Dandwani to travel to USA from India.

Date and time of booking : 24th July, 20201 at 1:11 AM EST
Kiwi BOOKING NUMBER - [protected]
Etihad Airways Confirmation number - SOQBLQ and UGAJAY
United Airline Confirmation number - I57WB6
Total Amount Paid : $ 997.29

Flight was cancelled within 24 hrs of booking as Etihad Airline confirmed Passenger not allowed to travel due to COVID-19 restrictions to Abu-dhabi which is first outbound flight from AMD to AUH.
Also Etihad Airline confirmed, they are providing full refund to Agent where tickets booked as this is being cancelled within 24 hrs of booking as well COVID-19 restrictions.
I am supposed to receive full refund here. I have requested to cancel this flight immediately after 7 to 8 hours of flight booking, as per IATA rules I should be provided full refunds for my Air ticket cancelled. As per Etihad Airways and United Airlines They have provided full refund to kiwi for this cancellation where as as per attached screenshot of my PayPal account I am only provided $66.58 as refund on 26th July, 2021, which is incorrect refund amount.

Resolution: Please help me to provide me remaining refund amount $930.71 to my PayPal account by kiwi.com

Attaching, Ticket and invoice of ticket and partial refund $66.58 kiwi provided.

This happened May 19th

I requested a flight change, the money was taken from my account, and then I received an email saying that they had failed to make the change.
To this day I have never received the money back, despite numerous messages to customer support and, more recently, have not gotten a response.

I had to buy another flight as the change was not made, thus doubling my expense.

They said they would refund within 10 days and then changed the number of days again.

I booked a flight with Kiwi.com. I tried to contact them to change the date as I needed to fly earlier. They were uncontactable so I had to book a new flight at full cost.

Kiwi refuse to refund or credit me more than 10 euro for the original flight that I no longer need.

Kiwi.com received a refund from Transavia on the 28 of July. After getting confirmation by email from Transavia that my money has been successfully refunded, I contacted kiwik.com and suddenly they stopped replying after I found out that Transavia had processed the refund. I need support in getting my money back from this scammers.

Awful!
We had our flight cancel into the Cook islands, Rarotonga due to a Covid19 outbreak and we were refunded our tickets with Airnz- amazing sen
rvice. But our flight in the Cook islands to another island which we booked through kiwi.com and cannot make due to covid restrictions will not be refunded! We are loosing a lot of money. I know it seems silly at a time like this but it's a warning to those seeking to go through kiwi.com. Dont.

Booked return flights from Liverpool to Austria in March 2020. Couldn't fly due to Covid. Despite numerous messages sent ... email /Twitter/ whatever...still waiting for refund. Simple really!

My flight was cancelled by the carrier on June last year.
Since then I have chosen kiwi refund assistance but so far I didn't get any refund neither they reply to my texts.
How can I get my refund after one year?
None is responding me.
The carrier was Alitalia and my trip was from Porto to Lamezia Terme (2flights).
They said that there were waiting for the carrier to respond but over the last 3 months they didn't reply to my texts( through their help desk platform where I am registered).
Really bad service in total breach of consumer's rights.

Kiwi.com makes up fake policies to charge more...

Long story short they charge for cancellations and modification of flights that Qatar Airways give for free. Same for baggage, they charge which is free.
Also, my area was in quarantine so couldn't make the flight on the 11th of Aug. I asked them to change the flight to a later date and they called it voluntary change and made me pay the full ticket price for the change.

In the end, Qatar airlines helped me without asking for any fees.

Do not download this scam app. Book directly with the airlines.

Booking number [protected]
2 flights on the 2nd june 2020
[protected]@gmail.com
Daniel price
Advised to wait for 1 year so that they can recieve money from ryanair.
It is well over 1 year now and I cannot get a response from kiwi.

The company received a refund from British airways on the 15 of may and on April 20 kiwi replied to me by saying that we still waiting for the refund to be processed. They cheating the customers blocked their phone calls so we don't contact them and stopped replying after I found out that British Airways has processed the refund. I need support in getting my money back from this scammers .

Hello,

July 3, 2020 requested refund for the trip that was canceled due to Covid. Booking [protected]. Trip cost is almost 2000 EUR.

It is more than 12 months from the refund request and no positive progress. As well helpdesk does not reply to my messages, no status update from Kiwi side.

What can we make to foster the process?

Thanks,
Karolina Zelbienė

I have booked a flight from newcastle uk - montego bay jamaica booking number [protected]
My flight had four stop overs to which three of them had been cancelled or rescheduled all at different time scales/dates, this made me lose confidence in kiwi to which I decided not to travel with them and asked for a full refund. This was ignored and I was offered unacceptable refund amount of €90 of the £385 I had paid, or refunds of vouchers to all the different airlines to which I would never have used or to pay nearly double amount to get new flights sorted. I explained again I wanted a full refund due to lack of confidence of there services and to this I received no responces at all. The date has now passed and etickets have been sent to me regardless that the last trip is still cancelled and no response still. This is unnecessary to ignore a customer and disproportionate to leave me to feel let down