Kiwi.comReviews 2,182

I booked two tickets for my mother and paid through the Kiwi website. At the time of booking, I paid an additional $30 to Kiwi for a 24 guarantee of cancellation with refund because I had never heard of the Kiwi site. But, I thought that if it was listed by Kayak, then it must be legitimate and reputable.

After I bought the tickets, Kiwi never sent me ANY booking information about the flights I purchased and I checked the airline website and there are no reservations for the flights I purchased, and I was told by Kiwi I would not be able to confirm the reservations with the airline at ANY TIME prior to arriving at the airport to take the flight. This is abnormal.

I called Kiwi twice and tried to invoke the 24 hour cancellation guarantee (that I PAID for), which they then told me that they would not refund my full payment and that any such refund would take 30 days after their "assessment" of the possibility of refund and that in any case, they would only give me an unspecified portion of my payment back.

My mother called again today and was told by Kiwi that the refund would be $31 dollars (out of $807.00!). This is fraud. They never even booked the tickets, they kept the money, and they didn't honor the 24 refund policy (which ALL legacy airlines do!). STAY AWAY!

Booked a connecting flight through Florida from Colombia to London. The first flight time changed which we had to notify them of because they didn't even have the courtesy to let us know, but they said that we still had enough time to go through US customs and catch the connecting flight and there was the kiwi guarantee if we missed it. Long story short we didn't make it through customs in time to catch our connecting flight. They then claimed that we did have enough time (two hours seems a lot unless you've ever been in the US customs queue and they have a systems failure) and refused to follow through on their guarantee. Hours spent on the phone to them resulted in nothing. The poor customer service agent sympathised and said he wished he could do something and spent an hour trying to persuade his superior to put us on another flight but to no avail. At this point the airport was closed and we had to spend the night on the airport floor with no food because everything was closed.
The next day we had to find another flight which involved going to a different airport in Florida and spending another day waiting on the airport floor.
I eventually got home three days later than intended and found that I had arrived too late to say goodbye to a family member who had died the day before. I will never forgive kiwi for taking that away from me. I used to use them quite a lot but I will never use them again and have told everyone I know not to use them. All they care about is money and they will say anything, even if it is lies, to get your money.
I applied for a refund of the taxes on my missed flight and they said it would take up to a month. Three months later I was still chasing them up about it despite filling out all the correct paperwork and submitting it immediately. I eventually got the tax refund but no apology. It took two weeks to clear in my account despite them taking the money from me immediately.
I made a formal complaint about the whole situation which got brushed aside as "it wasn't our fault", tried to take it further and was prevented by a rude complaint service person. Never use this company. Pay extra for a decent service as you'll end up paying more with kiwi anyway.

My friend and I decided to go on a three week vacation from Canada to Europe. My son told me he booked his vacation with Kiwi.com and was very happy with the arrangements. So I started booking. The Kiwi website is very easy to use, it is clear and gives you the best results. I was able to book our trip to Europe in one afternoon. We visited five countries, stayed with Airbnbs and had an amazing worry free vacation. Everything we planned and scheduled worked amazingly and resulted in a knock out vacation.
I would like to thank everybody at Kiwi.com who made our travel experience pleasant, affordable and carefree. While we were on vacation we were already thinking about our next trip with Kiwi.com. Can't wait to book with Kiwi. Com again soon.
Sincerely, Giuliana Giacomini