Kiwi.com

I had a Kiwi.com booking for USA to Berlin in mid-March. I obviously didn't take the trip as almost all flights were canceled due to COVID and German borders sealed off. Kiwi claimed "Germany is not on our list of affected COVID countries" (lol) and that COVID-19 travel restrictions were not their fault, therefore I wasn't eligible for a refund. I called the individual airlines on my itinerary and they all said I AM owed a refund, but that Kiwi would have to do it on my behalf. I also never received any flight status emails/cancellations from them (had to check through Google)!

It's now mid-June and I'm still embroiled in a battle with them for my refund. Wait times to speak to phone reps are ~2 hours. Every rep I've spoken with tells me something different -- there's no consistent message/policy -- in an effort to get me off the phone. They refuse to give me my refund. Kiwi.com = complete scam artists who screwed me out of $1,000 and I don't know how they sleep at night. Book directly with the airlines instead.

If you're still not convinced, see this Facebook group for more information https://www.facebook.com/groups/**************.

I bought a round trip ticket on Kiwi.com and when I contacted the airline directly to confirm my reservations, I was shocked to find out that there were 2 separate round trips booked under my name - one with the correct departure date and the other with the correct return date. When I contacted Kiwi.com customer service, they told me that this is their standard mode of operation in order to get the best fares and that they end up canceling individual legs of the round trips once I actually board my flights such that it ends up being the original itinerary I purchased. I am very concerned about getting bumped off my flights particularly if they end up canceling various legs. Also, I am not sure how booking 2 separate round trips can possibly help with better fares rather than a single round trip. Is this how Airlines operate?!

Kiwi.com customer service is a joke - you never get to talk to a live person (pnly an automated bot) and you end up having to keep sending emails and you get replies from a different person each time. This is definitely not the sign of good customer service. I will never use Kiwi.com again and strongly recommend you to do as well.

Wish if I could give 0 stars. Booked flight for my husband from Perth to India with a layover in kuala lumpur. These scum bags didn't mention that he needed on arrival visa for changing the connecting flight. He got refused by immigration to catch his 2nd leg of flight. Sitting at the airport wasted his half way tickets. Had to wait that night as there were no flights left with air asia. Had to book other flights from kuala lumpur to kolkata and then kolkata to delhi and then booked a train for his final destination. Wasted $2000 and whole 2 days to reach at home. PLEASE DON'T BOOK WITH THESE BLOODY THEIVES. THEY DONT HELP YOU AT ALL. UPON CALLING THE IDIOT LADY OVER THE PHONE ASKED MY HUSBAND TO CONTACT LOCAL EMBASSY IN MALAYSIA MEANWHILE HIS NEXT CONNECTION MISSED OUT.

I had booked my flight to Paris and it was the worst experience I've had for booking a flight. I canceled my flight thinking that they would give me full refund but it was only partial and I paid $23 more to get the full refund and they said it will come less than 6 weeks... which it did come in five days but it was partial... I PAID $500+ for a ticket and they only refunded me $80

I am so so disappointed in their customer service
Never book with them
Also I tried calling them over a hour, and the call line says the representative will be available in 5 minutes over the last 45 minutes and even getting to that point in the first 15 minutes of the call was ridiculous... someone please get this company out of the internet or get a new CEO please and CHANGE UP EVERYTHING!

Booking through Kiwi has been a terrible experience. I understand the impacts of Covid-19 have been rough but when the airline cancels your flights and are offering customers full refund amounts in vouchers for future travel ($905) but Kiwi is offering a refund total of a WHOPPING $11.26 - it starts to smell a bit fishy (where do they even get that number?). Working with their customer service is difficult to get any answers and they recommend you pay them more money to hopefully get a portion back - but even as their website says, post flight date it wouldnt be likely. A cash refund wouldnt even be necessary if they would just match what the airlines are doing and either relay voucher credit or release the booking information for us customers to manage the cancellation independently and directly with the airlines ourselves. At least that way you would know you arent getting ripped off which is exactly how the rest of the experience has felt.

Needless to say - dont EVER book through Kiwi. Check to see what airlines they are routing your flights through and do yourself a favor and book directly with airlines yourself.

DO NOT ORDER THROUGH KIWI I REPEAT DO NOT ORDER THROUGH KIWI! Do not order through kiwi because 1. They are not responsive and 2. They don't know how professionally make sure there clients fly successfully. They will take your money and never reach back out. I got stuck in a whole other country due to kiwi's bad booking and not only did they not respond to me but tried blaming me for their wrong doings. Mind you what I went through was very scary in a whole other country alome and Kiwi did nothing but say we cant help you. As many airlines as I flew through this is the worst agency to ever go through. They dont know how to take ownership when they've made a mistake. SO DO NOT ORDER THROUGH KIWI.

When I discovered Kiwi.com and the great airline prices they offered, I was ecstatic. I could fly from LA to Europe for under $1k. They even offered to handle check-in and give me my boarding passes directly. Caveat emptor. They're an awful sham. The night before I had a flight from London to LA, I went to check in for my flight. The airline didn't have my reservation. Kiwi, however, had sent me confirmation of payment and reservation. So after spending hours on the phone with the airline and Kiwi, the two finally connected directly to resolve my issue. But instead of fixing the glitch, kiwi just canceled my booking and sent me a refund. I attempted to contact customer service to request they book me a new flight (since my original flight was in less than 12 hours). Instead, the agent simply told me she "understands" and thought explaining the snafu would pacify me. I asked that she escalate my request to her supervisor. After putting me on hold, she refused to connect me, stating there was nothing they could do. So I ended up having to book a new flight last minute for double the price. Thanks, Kiwi, for $#*!ing me in the $#*!. If you're reading this, don't give your money to this hack company.

I hace bought connecting flight at the end of February from Podgorica to Budapest and then from Budapest to Gothenborg. The time between flights was 1.10 minutes only. Until we had left the aircraft it took us around 20 minutes to go down to the airport, which means i did not have enough time to catch the flight since the companies require to be there earlier, the last chance is to come 30 minutes before. Of course, with the huge airport that Budapest had and the security check in, i managed to arrive 20 minutes before to the gate where i was not allowed to enter the aircraft. I had to find another ticket and i did it online but to Oslo cause the same day to Gothenborg was super expensive. When i called kiwi.com later when i arrived, they told me i should have called before, they cannot refund my ticket. THE WORST SITE EVER, DO NOT RECOMMEND!

Disgraceful company, guarantee a joke
I can see why they never get more then 1 star rating.
My flight was delayed leaving Melbourne by 1.5 hours, that left me 1hr and 10 minutes to exit plane and clear customs with the other 1000 people at Singapore's Airport then change airlines to board an international flight to Bangkok. Obviously by the time I skidded up there my chance of boarding was long gone. I was forced to pay $440 for the next flight, tried contacting Kiwi.com and got a bot, had to make a decision as there we 2 seats left. They now tell me that according to their policy I had ample time to make my flight which just isn't true.
I can't call anyone and the chat rep is just going in circles
I don't expect a full refund, just not to be told BS and a contribution would be nice. This was none of my doing.
I'll be amazed if anyone from this company contact me
UPDATE 31.01.23
OK well this blindsided me, Kiwi.com read my review here and someone called me, appreciated my situation for what it was and refunded...yes, refunded, my entire 2nd flight I had to book from Singapore to Thailand, $436AU thank you very much, so yes, pays to be persistent, Thank you Kiwi.com and Carlos, much appreciated

On 11/16/2019, Airasia collaberate with kiwi.com offer the promotion all-in return fare to Madrid from Kuala Lumpur, Bangkok, Jakarta and Sydney from just RM99/THB999/IDR333,000/AUD199* (USD25). The booking was start at 8.00. I finish my booking and receive booking email at 8.04 as the same time that my credit card were charged. However, after all the promotion price gone in the afternoon, kiwi.com send me an email thet the carrier price change, so I have to pay for the different around 1700 usd. This is impossible since this special price is from their promotion and not the error fare. They just annouce their promotion to gain commercial benefit. And reject your booking later.

I will absolutely never book with them again I was left stranded on a island after they never released my funds for the airline to give me a ticket after going back-and-forth with them for hours there was nothing they could do they weren't helpful they just told me to ask for a refund after I completed my trip after I completed my trip I asked for a refund it's been over six months I can't get in contact with a life person anymore and honestly I will never book with them again especially if you're doing multiple legs of a trip! I paid for bags when I checked with the airline the bags weren't in their system either I had to re-pay for my bags and I had to rebook the middle leg of my flight out of pocket because they all of a sudden didn't know what was going on it is a $#*!ing mess I do not recommend do not waste your time

I searched a business class ticket and was redirected to kiwi where once I purchased. I canceled no longer than 2 minutes after purchase and before flight booking but it would not let me cancel. I received an email stating my flight was booked shortly after and the information stated that my flight was an ECONOMY one-way no luggage flight. I called customer service and they refused to assist me. THIS IS A TERRIBLE COMPANY AND THEY TOOK $2000 FROM ME. My bank was not able to assist because they told my back that I purchased a flight that is not able to be canceled. I never purchased an economy flight and I canceled before the flight was even booked!

After booking a flight and being charged by kiwi, I was sent an email stating that the price that I paid for the flight was no longer valid. I would have to pay a 91% increase in price if I wanted to to keep the ticket that I already purchased. I explained that I had already been charged and that the flight was in 2 days, and I expect to receive what I already paid for without a bait and switch. I was told that I could get a refund for what I already paid, but it will take 10 days to process. I again explained that I just wanted the ticket I already paid for and even if I wanted the refund, it would not be here in time to book a different flight (plus by this point everyone had tripled in price since it was 2 days before the flight! I can with full confidence say that kiwi.com is a scam. When I asked for the address of the corporate office so that I could send them a letter, I was told that there is no physical address of the company (sounds like a scam to me!). They are based out of the Czech Republic, yet everyone I spoke to was in a different country (I believe I spoke to people in India, Argentina, and one I couldnt make out). I would stay clear of this company. Funny enough though, I do know this false advertising is illegal in the USA, but its also illegal in the Czech Republic since they abide in the European Advertising Standards Alliance! Just take my advice and book with a known US firm.

In March 2022 I booked a flight for two from Calgary to Toronto on Kiwi.com, they e-mailed flight confirmation with Lynx Air for August 19th departing 11.35am.
On 18th August at 22.30 I received an e-mail and text message from Kiwi.com informing me that flight had been rescheduled and would depart at 00.35 on August 19th. Notification of flight change allowed me two hours to pack my belongings, drive 100 miles to the airport, return my hire car and check in my baggage - impossible.
Kiwi.com refused to refund the cost of my flight, blocking and ignoring any further appeals relating to my claim.
Lynx Air have confirmed that flight was rescheduled in June 2022 and Kiwi.com (the contact on the booking) were promptly informed of the schedule change.
As a service provider Kiwi.com failed to provide me with timely information on change to the flight schedule and legally did not fulfil their contractual obligations under the EU sale of goods and services act.

Kiwi.com are very good at taking your booking, your money and keeping it. They fail to inform you of schedule changes and are good at ignoring your complaints.

My advice for fellow travellers seeking to book with Kiwi.com and businesses seeking to invest in Kiwi.com - better to give your money to a reputable charity.

The worst service I have ever experienced. I booked a trip with Kiwi (that included two flights). The airline of the first flight changed the date of the flight to three days later. Kiwi provided me with NO help and expected me to travel in time to catch my second flight. The app gave me two options: or to purchase an alternative flight (which cost more than double of what my original purchase was - so they weren't even asking me to pay the difference, but a new trip and waste my money basically) or apply for a refund, which there is NO guarantee I will ever get my money back, when it is not my fault my flight was modified. I tried to contact Kiwi for a week straight and got NO reply. I emailed 10 times and called another 10 times (I was on hold for 2 hours multiple times). I managed to finally talk to someone who gave me no solution and simply applied for the refund for me with no guarantee I will get anything back. Very disappointed and will NEVER book with Kiwi again and I DO NOT recommend using them. I had to purchase a new flight and spend loads of extra money with no help from Kiwi.

I am an EU citizen residing in an EU country other than my home country. While on a trip to my home country I applied for a new passport since my old one was expiring 2 months later. I tried to update my travel douments on kiwi.com because they require travel documents beforehand. They asked for a copy of the new travel document and I sent them a copy of my ID card which has some of my details in English as required from the EU. In the meantime I have already received a reply from the airline that they do not require copies of my travel documents beforehand. I had over 7 back and forth messages with kiwi.com staff that my documents need to be in English even after I have pointed out the details written in English. Looks like the staff could not read in English. Then I attached a link from Europa.eu explaining that EU citizens can travel using their national IDs as official travel documents in the EU. They said they could not open the link. I copied part of the information on the link, told them I lost my patience and we have been writing back and forth for something I had an official answer from the airline and I would be charged from 10 euro from them. Then they dropped it. They asked me why I said I was traveling from Greece to Finland when I had tickets from Athens to Helsinki.

Review for kiwi.com

Booked a return flight with kiwi.com to Oslo Norway. A 4 day trip. We returned to the airport that we flew into, to fly home, to discover we were at the wrong airport. We were never advised when booking the flights that we'd be flying home from a different airport 3 hours away (had we of known we'd have said no) I managed to find a phone number to call them **************- should you need it) to be told that they don't have to advise you that a return flight is from a different airport (it wasn't in any of the emails etc) the 3 letters in brackets after the airport location is more than sufficient. Yes it's on there boarding pass - Oslo (tor) instead of Oslo (osl) and yes we didn't notice this and it's our bad but surely they should have a duty to notify customers of using different airports for return flights. It's a matter of decent ethics, morals and customer care at which kiwi.com have none! Also the call operator was beyond unhelpful and boarding mocking! Will NEVER use this company again EVER!

After one day of confirming purchasing from your company, they first cut the amount of money for the ticket 337euros. Then they sent me the price increased to 520 (so either to pay or to cancel?!). If this is not blackmailing, dishonesty and not respecting your customer, then I don't know what is it?!. After your email, I cancelled the booking of course (so far I didn't have my money back). Still, I lost other opportunities for booking, I booked for other flights at the last moment. Also, I was really stressed. My bank account didn't have extra enough amount to pay for other tickets, so I had to transfer money from other accounts. I'd recommend avoiding this company if you can. I wish if there are really some legal actions against such fraud and careless attitudes. Please send me if you want to take communal action against such companies. Their reply was total nonsense like it's not our fault it's the flight company fault and a lot of that nonsense. They didn't even say sorrAlso from the reviews, those I read about the company for the last 24 hours, things sound horrible. I would suggest all of us would gather and hire a lawyer against this company (I'd suggest EFCL.eu)