Kiwi.comReviews 2,182

As the pandemic was beginning to intensify in India, the US state department called for immediate departure. To make things worse, I made the massive mistake of booking my travel home with Kiwi.com. I found myself standing at the ticket counter in Bangaluru with a booking confirmation, but no ticket. Kiwi.com never purchased my tickets home.

I then had to purchase another ticket, obviously not using Kiwi, for an incredible amount of money and then I had to convince the military to let me out of the airport and find a hotel during lockdown. I found a wonderful woman who opened up her entire hotel just for me and had to spend 4 days hoping international flights would remain open. Regardless to say, this was an incredibly expensive ordeal and one of the most stressful weeks of my life.

All because I booked with Kiwi. I have been trying to get a refund for months and haven't received any messages from their customer service. I would not recommend Kiwi.com to anyone and would even entreat you not to book with them.

Kiwi, if you are reading this... please refund my money. 144 854 457

Please be aware of this scam company in modern days! They deliberately make things tricky so that customer fallen into their trapped.

ZERO STARS ACTUALLY. They booked me on a flight all the way from HRE to MEL as though it were actually possible. (Normally use Flight Centre coz they do all the homework for you). I get to Singapore Air desk in Jburg 28 July 21 and they refused me boarding coz kiwi shouldn't have booked me through NZ according to the lady at the desk (or in the least told me prior so I shouldn't have left). Spoke to an agent from Kiwi, promised to look into rebook... not happening, so returned to HRE after failing to get an alternative route. They flat out refuse to refund me denying all responsibility and now my overnight Singapore layover hotel wont refund me either.
In a nutshell, totally useless, disappointing, unbearable! I used to be certain that travel agents were your go-to people when especially being busy and all. It appears not always! I advise people to book their own flights and skip this scammery/unethical behaviour OR stick with the professionals! If reading small print and going through a multitude of hoops with no advice/direction at all is your cup of latte, then this company ticks all the boxes and more!

I had the worst experience, this is the first time I booked through kiwi, the connecting flight have communications, I was about to miss my connected flights. Forget about the luggage I have to pay for both the airlines for my luggage separately. The airlines don't take any responsibility if you miss the other flight or not.
And you have to get boarding for at the airport again where u landed.
Worst experience of travel.
Never booking through them.

I booked a round trip form Detroit to San Francisco and kiwi just messaged me informing me about a "small change in flight times" and I found out my return flight to Detroit went from 7hrs total flight time to 21hrs 16 minutes flight time. When I asked for a refund the website tells me I can get $11 back total. Their "helplines" just hang up on me because I am not currently traveling. Do not use this site under any means, just go with another site. Saving $30 is not worth the hassle and scam tendencies this company has.

This company is running a fraudulent business. Please stay away. Vacations are supposed to be fun, but this company creates unnecessary added stress that you don't need, especially in times like now with pandemic challenges. We booked a flight a few months back. The first leg of our departure flight was cancelled by the airline. We were notified by Kiwi via email a month prior to our flight, but we weren't able to identify what had changed until a week later by having to maneuver their terrible website with awful customer interface. I would say get a better CX/Product team, but I know you're doing this on purpose to scam people, so I won't say that. We reached out via email several times, and did not receive a response. They also don't allow you to speak with a human being unless you're less than 14 days from your departure day so we sat idle all this time. We were finally able to speak with a customer rep today who told us our only option was to rebook the entire flight on their website. The only options they have on their website is 3X of options available on google flights. They told us there was no option to only book the leg of the flight that was cancelled or to receive a refund for the return flight. (sorry, we don't do partial refunds). They then informed us that we could've gotten a refund if we purchased a Guarantee service that we had to pay extra for. Why would I do that? The only time I should need to purchase a guarantee service is if I, the customer, choose to cancel or change my flight. Why would I purchase a service for something I have no control over? These people are professional scammers. Absolutely disgraceful. I am part of an avid travel group, I'll make sure to let everyone know about these fraudsters, but wanted to post here as well for people who may be looking to book with them for the first time, like we were. Kiwi.com, I can't wait to see you file for bankruptcy soon. Unethical companies like you rarely survive in a customer driven market. Filthy, filthy behavior.

Flight canceled without any given reasons, I have been waiting for an answer or a reimbursement for 3 months.

Owe me enough money and even stopped answering to my questions. Do not believe this company. Choose from the others.

I literally have one word for this Kiwi.com company that is SCAM! JUST HORRIBLE HORRIBLE COMPANY.

I had booked my flight with them and I cannot check in so they are telling me to go to airline at the airport to check in. That's additional cost with Ryanair. This is pure SCAM PLEASE PEOPLE DO NOT BOOK WITH THEM.

If I can give zero rating I would give them minus rating hate this company.

I had problems with adding baggage-the app reported me that it isnt possible because i can only do so until 36h before my flight, but in fact my flight was several days ahead at the time i was trying to add this service! The process is very automatic without flexible possibility to modify the passanger's needs. There is no real possibility to promptly contact someone-no chat, no phone number! I had to go to the website and search for some numbers, which makes the app useless. The lady on the phone was nice but she did not mention that her services are paid and only after receiving e-mail i discovered that ordering the baggage costs more that the baggage! Very disappointing, in my opinion. I do not plan to use this system again. Thanks

This company refused to giving back any money for the cancelled flight. I bought the tickets to Thessaloniki in February. This flight had cancelled in during next 3 days. The company promised that they're giving back the money during next 3 months. I have no answers until now.

I turned to my layers. I will sue.

Booked a flight from santorini to Amsterdam, with a stop in Rome. Not even 24h later the flight from Rome to Amsterdam got put up 3h in advance making me not able to make the connection. The only option Kiwi.com gave were paying extra to get onto other flights the same day. I didnt mind staying an extra day in Rome but i dont want to pay extra for tickets that have allready been paid for. I contacted the customer service trough an ticket as they request you to do since you cant call up until 7 days before your flight. A month later still NO RESPONSE. I was dumb enough to buy the customer service package, which is an absolute scam, before investigating how to find a way around them. For people who are looking for the same thing read further. You have an email with the confirmation of your booking numbers. Go to the airline website and fill in the stuff you need to fill in, in order to look at your flight (which in my case i couldnt make). A LOT OF AIRLINES GIVE YOU FREE RESCHEDUELING AFTER THEY CHANGE THE FLIGHT SCHEDUELE. So i did just as i said and i was able to change the flights myself FREE OF CHARGE as it should be.

I can't imagine having a refund with these guys since they dont respond at all.

I cant help with refunds nor am I customer service. But I might help you with this way around. If it is too difficult for you feel free to contact me trough email.
Pepijn. De. Boer. Pdb at gmail. Com (I will be helping in my spare time, im not getting paid or involved in this company whatsoever).

I purchased a flight for over $900. One day prior to departure, the flight was cancelled by the airlines and therefore I was not able to make the trip. Kiwi.com took 3 months to get back to me about the status of my refund and was only about to refund me $130. I never was able to speak to a customer service individual because their phone line is automated and will only allow you to speak to someone if you have a flight that leaves within the next 48 hours. The absolute worst customer service. I will never book through Kiwi.com again.

I booked a ticket with Kiwi and one of my flight got cancelled. They told me to choose an alternative and pay the full price. I chose to cancel all the flights because the alternative was too expensive. When I requested for refund, they only refunded me for the flight that got cancelled. They are not willing to pay me the rest of the money. Although the carrier has 100% refund policy due to COVID but the broker is not refunding me the full amount. I even purchased the travel insurance just in case if I end up cancelling it. They are not honoring that insurance either. I also paid extra money for fast refund and it took them over 4 months to get partial refund. They don't have phone number to call and they are not very helpful via emails. It's a scam. Pay a little extra and book it directly from the airline and save yourself from dealing with these fraud people. Im reporting them and opening a dispute with my bank. Won't let them steal my hard working money from me.

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!

Never again.

Our flight was cancelled due covid, which would be understandable if... We didn't call to kiwi several times and they assured us, that the flight is still on until we got to Munich to see there is no trace of it. So we didn't have flight we paid for + had to rent a car to get home at all.

We got confirmed that they will refund us on their helpdesk, but now they outsourced their customer support to India and after more than a year no money. (We had kiwi refund insurrence)

Spent more that 4000 euros, flight cancelled (almost a year waiting for a refund)
No clarity, nothing. Avoid this company