Kiwi.comReviews 2,182

I my ticket contained connecting flight, and then they changed the timing for one of my flights and it no longer worked for me, they offered me bad alternatives and said I can get a refund if I don't like the alternatives. Their alternatives were VERY expensive, I bought a whole new ticket with a way less price! And their refund policy is a lie. I got zero money as a refund. Worst website ever! They're liars and cheaters. Also, each employee says something different. NEVER book from their website!

Worst policies! Today, I bought a ticket from kiwi and wanted to change the flight even before 24 hrs and cancelled my booking. The amount i spent on this ticket was 130$ USD and the refund amount they paid me was 11$. No matter how expensive your tickets is they just gonna refund you with 11$ and i don not think this is fair in any way. The other airlines like southwest at least have a travel fund policy where even if you cancel your trip before 1 hour they refund the whole amount which you can use for your next purchase. I would never refer booking through this website. Just be aware and read all their refund and cancellation policies before booking your ticket with kiwi.

I paid a bit more for a flight to arrive faster without a layover. Then my flight was changed about a week before the date and they placed me on a cheaper flight with no partial refund. They offered no alternative. I understand it may be the airline's fault, but it felt like a scheme to squeeze money out of the passenger. They could have switched me to another airline on a direct flight, or offered some sort of compensation, but did nothing.

They also immediately cancelled all of my baggage allowances immediately after paying.

Terrible experience - Kiwi booked for 4 of us from Hyderabad to Danang with 3 PNRs - Hyd to BLR, BLR to Bangkok, Bangkok to Danang. I could not do thru check-in. A lot of issues in Bangkok airport for us. While coming back from Siem Reap Cambodia to Hyderabad - same story - 3 PNRs - 2 PNRs for 4 passengers from Siem Reap to Kaula Lum Poor (KL), then from KL to HYD. Again, we had issues at KL to step out, collect bags then re-checkin. I should have checked this before buying thru this website. Will never recommend this website to anyone. Avoid KIWI.com - it is a con operation. I would rather pay a little bit more to have one PNR for a thru checkin.

Using this company was, by far, the worst experience of any travel arrangements I've ever made and that's saying something at 61 and being a seasoned traveller for most of my life. The first inkling that something wasn't quite right with this company was their requirement to pay extra for just about everything i. E. checked-in baggage, seat allocation, meals and so on. That may not seem unusual, but apart from the first short leg of the journey the other 3 stages were business class! They also stated that I could not check in online prior to any of the flights. I opted not to pay any extras except for baggage on the first leg which was an economy domestic flight and I know that often they do require a payment for checked-in luggage because the planes can be much smaller than for international flights. The real issues began, admittedly with a mistake on my part, when I realised that I had made the booking with the shortened version of my name - didn't check the auto-filled information. As soon as I realised I contacted Kiwi.com and asked for the booking to be changed with the 3 airlines involved. Kiwi.com informed me several times via different consultants that all the airline's policies would not allow this to happen and that I would have to book new flights. I had never heard anything so ridiculous in my life. Whilst these 'discussions' were being held via email I saw that one of their agents had re-booked the same flights in my full name and a link to make payment within 24 hours. So, not only had they received my original payment in full, they were indicating that I must now pay 24,000 Rand to resolve the situation AND no suggestion of a refund on the original 15,000 Rand paid. I couldn't believe my eyes! I spent the next week or so contacting the airlines directly and, as I suspected, it was no issue for them to change my name for a small fee - 300 Rand for the first and 750 Rand combined total for the other two. The first was easily achieved online and the others were achieved by going to my local airport. The airlines also emailed me the revised bookings. I was fortunate that I had plenty of time to get this all resolved before I travelled. The revised bookings showed that I was entitled to check-in baggage, meals AND to check-in online. Also, when I checked in online I could choose my seats for the business class stages at NO extra cost. Yes, I complained vigorously to Kiwi.com, but unsurprisingly have not received any further communication from them. I wonder just how much money they are making out of less experienced travellers. They are the most despicable company. End of rant.

Horrible customer service, I had booked a flight and just few hours later found out my brother in law passed. I called to cancel, and unlike other sites to cancel a flight for full refund within 24hours they do not have this policy. They needed a death certificate and proof of relationship? I could have on my own canceled the flights calling the airlines which was not told to me. Gave me a run around while I was dealing with a death in the family. I would never use them again nor would I ever recommend them to anyone.

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.

WORST BOOKING/ TRAVEL AGENCY EVER
WORST BOOKING/ TRAVEL AGENCY EVER!
I was trying to book a flight through kiwi.com. I was about to check out and pay for my flight when they doubled the price of the tickets. (which is rude but understandable since they are just a travel agency). The worst was yet to come... After I booked and payed (the doubled price) for my flight, an hour later they send me an email telling me that prices have changed and I need to pay an extra $242, which is double the amount that I have already payed, or that I can get a refund. Neither of these options worked for me, because half of my family was already booked onto this trip and we couldn't go separately; the second option of paying double the price for something I already booked and payed for was also unsensible. I called and asked them to either pay the difference which they are telling me to pay, or cancel the trip for the rest of my family. I was on the phone with them for more than 3 hours, (waiting for their "call-backs" which never happened.) I spoke to more than 6 different people, and no one could do anything about it. Their excuse was- the flight is in less than 7 days, so we cant refund you. I asked them to call the airlines and issue me a refund, to which they said they can not and will not call the airlines. I myself had to call the airlines and got the answer that if I had called a little earlier (I was 10 minutes late) I would have gotten a refund. The reason why I didnt call earlier? Because I was on the phone with Kiwi.com members, trying to get this situation fixed, but they wouldn't do a thing about it! Overall I wasted about 4 hours, lost my money and had to book a different trip (meaning I spent extra money). Their supervisor was rude. The last person I spoke to kept interrupting me, and raised his voice told me this is their final decision and they will not give me any type of refund. Awful experience, do not recommend to anyone! Save your time and money, book through a different travel agency!

I booked through Kiwi.com one late night. Tired and worried about paying more and worried about travel times. Afterward, I was nervous and thought about canceling. We were flying from the west cost to Sicily. Though Kiwi charged me a small fee to be able to cancel flights, on their website they said you may not get all your money back for all legs of the flight. So there I am... guess I'm stuck. Then I was annoyed that they up charge you for seat selection. I was able to get around that with every airline I was booked on except Ryan air. I used my booking code to seat select and pay through the airline. It's in tiny print on the receipt you get from KIwi.com, but I found it.
Then I noticed a connection concern on the itinerary on the way home. We had 1 hour to check in on our flight connection through Barcelona with Norwegian Air. (Turns out they don't do online checking for international flights and they have a specific check in window) I called Kiwi. I got through quickly, the agent addressed my concerns, did some checking, called me back when he said he would, sent the email I asked for. (Damn the customer service was good) even reassured I was prepared (mentally) to miss the flight. So the day comes... and we never make it to Barcelona. A storm comes through Munich delays our flight to Barcelona. And I call Kiwi as soon as I know. I get through quickly, they are nice, say don't get on the flight to Barcelona. They will make other arrangements. Connection Guarantee (this is real) the CS person helping me even took suggestions for an alternate flight. He purchased our tickets through London back to the states, and arranged a hotel room in London. They were quick and did cover the cost of our trip home. There are things I don't love about using Kiwi.com. But their CS was great. I spoke w 3 different reps at three different times, all were courteous and did what they said they would do. And Kiwi did cover the cost of our trip home, after our connection was lost. What more can I ask for.

Absolutely terrible service from Kiwi.com - it took me 4 months to receive any refund and they only gave me 1/4 of what they gave my friend (hundreds of dollars less) in the COMPLETE same situation. It took for me contacting the airline myself and having proof for them to acknowledge that the airline HAD actually refunded already the money - stating continuously to me that they were waiting on a reply from the airline. DON'T BOOK WITH THEM, they ruined my holiday and the following four months.

DO NOT BOOK WITH KIWI - ANYONE ELSE BUT
INTL FLIGHT CANCELLED 4 DAYS BEFORE TAKEOFF AND PROMISED REFUND STILL NOT RECEIVED AFTER 3 MONTHS! If I could go back I NEVER would have gone with Kiwi as I feel as if my money has been thrown down the drain with them, money that I have needed to live off of these past few months and the promised refund is nowhere in sight, even after so many follow-ups from me. Find any other site, but DO NOT GO WITH KIWI.