Kiwi.com

DONT USE THIS COMPANY. I have asked for a refund on 05/09/2022 because they change my flight dates. And i am still awaiting for the refund today ( 02/22/2023). Looks like a got scammed for 250 GPB. I dont understand why momondo and flyscaner are still suggesting this company

I booked a flight through kiwi.com. A few days later I was notified that the airline changed my flight and if needed, I could choose an alternative. The alternative requested that I pay over $100 so I chose to get a refund. A week ago, I have received an email from kiwi saying that the airline denied me the refund. When I contacted the airline with the information provided by kiwi, they notified me that they never made any change on the flight and they never received any refund request from kiwi and that I was marked as a no show. I have then contacted kiwi about what they said and they insisted that they have requested the refund. I have asked for a claim or confirmation number and they replied with " we cannot provide the cancellation confirmation from the airline since we already provided the documents that came from them. This is internal agreement of the airline and travel agency". They never provided me with any documentation coming from the airline company. The only document provided by kiwi is the one I uploaded, and you can see it doesn't come from any airline.

My case: I bought 4 tickets from Copenhagen to Madrid flights. We are a Danish family.

These tickets were for July and for us to go to an event.
Of course, COVID happened and the event was canceled.

We did not go and requested Kiwi to get a refund. Kiwi said they would get us a refund.

Then after months of waiting Kiwi now gave me the refund for ONLY ONE ticket. They did not even request a refund for the three other tickets.

How do I know this? I asked Iberia and they told me!

Then Kiwi says the flight was not canceled, but I have an official certificate from Iberia that says it was canceled.

Iberia also told me that three tickets were bought in Mexican Pesos and one ticket in EUROS. I am so confused but Kiwi does not seem legit to me.

We are talking about over 200€ here so it is not a small amount.

When I ask Kiwi to investigate they give the same copy paste answers:

"We hope this message finds you well. We understand that your time is valuable, and we know how important it is for you to get your concern sorted out. Please be informed that as per checking on our system tracker we have already refunded base on the airlines refund policy."

Which is complete nonsense and does not address what I am saying.

They are really hard to actually talk to...

Really low level of customer support and they are not returning my money.

I'm very dissatisfied with the quality of service i received from this business. I booked my flight a month ago and it was scheduled for 3pm. The day of my flight I come to the airport and the airline tells me my flight was rescheduled from 3pm to 11pm, three weeks ago! Which Kiwi never notified me of the change and the and they had 3 weeks to do so. I spoke with Liezel an agent from Kiwi and she was no help at all. She told me my only option was to accept the change. I asked to speak to a supervisor and she refused. I asked for a phone number to submit my compaint and she again refused to provide me with a number. I was told to go online and enter my complaint under the "feedback" section. I was forced to sit in the aiport for more than 10 hours

KIWI.COM - MY WORST EXPERIENCE!
I booked on kiwi.com one-way flight by mistake, then tried to change it to the round-trip flight right away, but there was no option to do that, kiwi.com doesn't have contact phone number or instant chat, I canceled one-way trip and booked the same plain just round-way.
But I was charged twice by kiwi.com for the same plain: first for the one-way and second - for the round-trip. When I complained to kiwi.com, they refused to refund one-way charge and replied that flights are not related.
PLEAS! PLEASE! DON'T USE KIWI.COM, SAVE YOUR TIME AND MONEY!

BEWARE, BEWARE, BEWARE BEWARE, BEWARE
If i can give them 0 star i will do that. This is a fraud company. I booked through them. I looked for a flight to washington DC DCA airport however they booked for a flight to Newyok via Washington DC. The day before the travel, the airline changed my booking directly to Newyork. Now Kiwi say to accept the flight to Newyork or try cancellation. Most tickets are not cancellable so i am lost the booking for 4 people that is $353 using Kiwi. I also had to book another ticket for 4 people for $1186. 40 so my total expence is $1539. Everybody beware if you use them for booking. Your trip will be messed up. BEWARE, BEWARE, BEWARE

Absolutely horrific experience
I couldn't find a reservation number for my flight back from Paris to Toronto to check in and it's about 12 hrs before my flight to go home and I found out they never booked me in! So they offered me a flight with a 20 hrs layover and expected me to accept it
My other option was to refund which wouldn't have covered any direct flight price so close to the departure
After FIVE hours of waiting on their agent to give a different alternative
They messaged me
"We did the best we could, this is your alternative with 20 hrs layover, sorry for the inconvenience"

The direct flight existed still and so many other flights but they didn't want to spend a dime more than what I paid to cover their mistake
They also didn't offer any compensation for this amount stress they put on me in a foreign country
Shame on you kiwi.com
Date of experience: October 19,2023

Kiwi confirmed my booking but never assigned tickets to that booking, i. E. the tickets are not "ticketed" so I was denied entry at the airport security checkpoint because I did not have a ticket. Kiwi never provided me with a ticket even though it promised that I would receive one. I called Kiwi customer service about 5 -6 times, who kept confirming that my ticket was still being "ticketed". However, this never happened. Until the time when the check in for the flight was closed, so I could not take my flight. On fault of Kiwi.com, because they had only sent a booking confirmation to me, but they had not assigned a ticket! This is really so stupid!
In addition, Kiwi provided deficient services. In a conversation I recorded with a Kiwi service representative, the representative promised me five times that he would offer me an alternate flight after he was unable to provide me with a ticket at the requested time. I was never offered an alternate flight. Kiwi's customer service representative did not keep his promise and does not meet generally accepted industry standards for similar services. I had to purchase a new flight due to this defective service, which cost me over 1,700.00 EUR in additional costs! I'm speechless!

Don't trust Kiwi, never unfortunately, they charged me for extra services that I didn't ask. They never refund me. They ignored my call. Kept me on hold for more than 15 minutes then hang on my face

Made an emergency travel booking from SYD to Chennai, 2-hour Layover at Kuala Lumpur. The only information given while booking was to check with the airlines, which said a transit visa could be taken at Kaula Lumpur Airport. Checkin at SYD by Airasia was denied quoting the Transit visa must have been issued before boarding the flight. When I showed the information I found on the net to AirAsia they just said that the source of information was not authentic and made us book the connecting flight only through Air Asia so as to avoid the immigration at Kaula Lumpur. When asked Kiwi.com for a refund for the flights that I could not make it to, they denied obviously. I asked them if they could provide sufficient information at the time of booking (such as authentic websites to check immigration laws, etc., instead of saying "check with the airline website")to whoever is making a booking, you know what they said? They just provide online booking and educating passengers is not their responsibility. The audacity they had was beyond comprehension. My sincere suggestion to whoever is reading this is just to check the flights on any online ticketing site but book your tickets through the official airline's website or any of your trusted agents even if it costs a little more especially if you have connecting flights.

Whenever I asked for refund they said provide us this, provide us that and I did provide them everything single thing they asked for. Then they said we will take care of this and it will take maximum up to 3 months and after 3 months I started contacting them guess what happened? They said it will take more time. They are playing with me. Stop playing games with me. Just give me my money back please. I am not here to play games with you okay. And telling other people PLEASE STAY AWAY FROM THIS KIWI.COM SCAMMERS. They are all liars and I don't even know how long they are gonna take to get my money back and I don't even know I'm gonna get my money back or not. There are so many online ticket provider and chose them cause KIWI.COM IS FRAUD AND THEY ARE SCAMMERS.

They are simply scammers.
They capitalized on your mistakes to make money.

They hack your pockets and not the system.
Never trust your reservation with Kiwi.com

Flight changed right after payment, which is clearly a cheating! I guess they work with wrong data and prices only to change after to a flight they can sell.

Unbelievable. I used kiwi in the summer, I had the worst experience in my life, I shared here my experience & they refunded me with the amount they stole from me (200€) plus an extra voucher to remove my review.
I tried their service again & I cannot believe we are again here. I couldn't add an extra bag while on the site of the airline any other customer was able to & when I asked them about this service, they asked for a service fee. Outrageous. It's not only for the money, I got a penalty of 100€ from the airline due to this & I lost again my time sending dozens of messages on their customer support group.

Probably this is illegal as well. Do not use kiwi. You will lose money( I lost 200 ( they refunded) + 100( they owe me)). You will lose time ( I have sent over 300 messages, with no result). They will cause you stress ( especially in the last time in the time of the flight, is so stressful to know that everyone can book a bag for example & you cannot…).

For real it's the worst experience that I had in any company in any industry. I am not surprised by all these negative reviews. Protect yourself.

This website is a SCAM. Most of the review on about this website are FAKE. That is why they are short and simple. If you notice, a lot reviews are left at the same exact time. Believe they are FAKE. I booked our honeymoon through kiwi. After I selected our dates and time, requested time off from work, paid... only to find out that they change my itinerary after we paid. Now we are going to get wrote up at work because they changed our flights after we booked it and requested time off from work. They changed our flights to flights with 2 EXTRA stops versus our original flight. Then to find out that we have to pay extra for luggage's on both ours stops (that we never booked)
We got a message saying our flight was delayed going out. We missed our flights only to find out that kiwi can't help it. When I callles customers service the lady tells us that there is nothing she can do and we need to find our own flights to Switzerland. A HORRIBLE DREADFUL experience. We ended up paying $900 to purchase our flights at the airport on our own. Some damn "travel agency"
It messed up our whole Itinerary. NEVER again. The total we ended up paying for our flights... we could've just bought a flight through Priceline or something... with only one stop and paid less. Versus having a flight with 3 stops. I will never recommend this website to anyone we know. Never.

Everything is fake, I booked my flight through KIWI, the flight was canceled by a carrier, even kiwi not responding to calls and emails, I have been waiting for 4 months for my refund money, as per Qatar airlines policy they wouldn't take much time to refund, I lost 1500 $, Please don't go for Kiwi

Absolutely a nightmare for travelers! Kiwi has no consideration for people Traveling plans. Fare prices they offer is a scam! They charge for luggage but when you get to the carrier then you have to pay again and that's because Kiwi has not made luggage payments to the carrier and its not in their system, so you have NO Choice to pay whatever they want at the Airports! We bought a round trip ticket for two and paid up front to Kiwi for our one extra small luggage which we wanted to check in. The total cost was at beginning was less than $200.00 for 1 Hour Flight but with additional luggage to check in and taxes and whatever else they add we Paid $340.00.
On the day of travel at Airport the Carrier Agent said they have not received any payments from Third Party (Kiwi) and we have to pay additional $190.18. We had no choice to pay that! Couple days in to our vacation we received and email that our flight to return was canceled and they have different option which neither one really worked for us. We were forced to miss a day from work and Pay additional $185.00 to return back home plus Pay additional $178.00 to carrier because again KIWI hasn't paid the carrier! A $340.00 fare became $971.00.
When you call their customer service, you will deal with a person most likely who you wouldn't understand a word speaking supposedly English, so don't waste your time. File a complaint with your bank or Credit Card Bank.

Date of experience: November 17,2022