Kiwi.comReviews 2,182

AVOID, AVOID, AVOID KIWI.COM! An absolute SCAM!
Stay away from KIWI.com, they are helpless and useless. Everything is possibly fine if flights do not get cancelled. Too bad for us, that ours got cancelled and KIWI were simply useless and left us nowhere. 1) They didn't inform us on flight cancellation short term - we were contacted directly by the airline. 2) KIWI offered us absolutely ridiculous alternative flight with Ryanair (that were more expensive that our booking, without covering the difference! Plus the so called alternatives, totally didn't suit our needs and request for time restriction at destination. 3) Due to their inadequacy, we had to cancel the other leg from our journey which resulted even in further costs. 4) We filed a refund request immediately after realizing that they left us in the middle of nowhere and guess what 100 days after filing the refund request and numerous long conversations with them on the phone and emails every week we were again NOWHERE! 5) I had to reclaim the amount via my credit card company, in order to get them moving! I got the full amount back, and then they KIWI.com! Imposed a claim on the flight we had to cancel due to their inadequacy! Ridiculous circus that used our money over 3 months and returned only 60% back thankfully via a third party claim!
AVOID UNDER ALL CIRCUMSTANCES THESE CLOWNS!

Used google flights to purchase round trip tickets and when chose flight kiwi.com popped up, so order my tickets and kiwi took my payment and then booking site said you receive flight info the day before the flight? What if booked a flight and sests should come up at the moment to print boarding passes etc. So imediately tried to cancel no phone numbers or live chat so as i tried to find a way to cancel i had my wife book again with google flights and she used frontier airlines since on a computer had more options on a mobile device only kiwi pops up. Anyways in less then 30 minutes booked the same flight and same seats as i did on kiwi and printed out my passes. Thus if payed kiwi for those same seats how could i buy them from frontier. No refund from kiwi yet so beware they are a third party scam in my opinion thus why you will see other reviews where the day before you fly or show up at airport they have no clue of your reservation or flights are all booked and no left stranded. So basically kiwi takes your money and tries to book a seat when it is convenient for them they actually never book the day you pay like most travel sites. So if want a actual flight and true booking do not and i mean do not use kiwi stay away unless you want to waste your money. Called my credit card company in 10 minutes and they said have to wait for charge to go thru since pending which was obvious since tried to cancel as soon as i hit pay and then kiwi posted you get your booking info the day before the flight so i knew i was scammed, still no refund but atleast i made my flight thru a different online site but out the money i paid thru kiwi.

I booked four flights, 2 on one day and 2 a month later, with Kiwi because they guaranteed the connection. Then the first flights on each day were cancelled by the airline. Kiwi moved my flights to the day before and then refused to help as, technically, I could still make my connections. I"m not sure how many people can just suddenly travel the day before, but I can't. The originally didn't even offer advice about a refund, they just told me to contact the airline. I did do that, but then I requested refunds on the Kiwi site and got them. The second airline didn't offer refunds, so I lost the money for my second flight and Kiwi support didn't even answer my second email. So I may use Kiwi in future to plan flights, but then I will book them direct myself. I most certainly don't trust them at all.

The guarantee states
If you're covered by the Kiwi.com Guarantee and there's a schedule change, cancellation, or delay that affects your trip, we'll either buy you an alternative flight to your final destination, or offer you an amount to be refunded.

When you receive a notification that your trip has been affected, please always contact us back within 24 hours, or your Guarantee may be voided.

When the Kiwi.com Guarantee applies:
Your flight was rescheduled, delayed, or cancelled by the airline for any reason'.

I'm confused but there is obviously no point chasing this any further. What can I do if they don't even answer emails?

Connection guarantee FAKE
We bought some flights with Ryanair from Madrid to Amman with a stopover, in Warsaw and Budapest. We bought them through Kiwi.com despite the extra cost due to its guarantee covering the connection that Ryanair does not take over. If you hesitate to buy that flight thanks to that service, dont take the risk.
From the beginning we tried to increase the hand luggage, which had to be via email through them, also with extra cost. T
He worst thing is that warsaw flight changed depart time so that the stopover was not viable any more, so they offer a connection according to their reasonable guarantee that costs 5 flights and 4 stops to get from Madrid to Amman. (33h journey with stops in Warsaw, Gothenburg, Milan and Bucharest). Given the impossibility of making such a journey, we request cancellation and reimbursement since we lose a day of travel with paid reservations. The final surprise is that they cancel flights with a refund of 0 Euros without prior notice, and make us a partial refund (it does not reach 40% of the cost of the reservation). They even charged us cancelation tax becuase it was "volontary"

Initially their customer service was okay, however I missed my connecting flight and therefore wouldn't get back to my destination on the same day, so I booked another flight and cancelled my check in for the new flights automatically booked by KLM. I requested a refund at the airport whilst waiting for my next flight, kiwi said they'd get back to me within 10 days with the outcome and I'd receive it within 30. I received absolutely nothing for over a month, so I emailed them asking for an update where they said I wasnt eligible for a refund at all. I emailed back asking why and explaining the situation and they still havent got back to me (this was about a month ago now).

Avoid kiwi if you can, their customer service when wanting money is decent (when I wanted to add stuff on to my booking), but when it comes to refunding money, their customer service is non existent.

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.

Non reliable.
I booked my flights to Florida with them $714.
When XL airways went bankrupt. They were suggesting to either book another flight for $500 or estimate the refund. Out of curiousity I wanted to estimate amount of refund.
The next day they had canceled all my flights without my approval! And did a refund of $124.
When I called them to require that they rebook my flight because they had no right to cancel them, the answer was "we are really sorry we can't, all we can do is give a voucher of $50 on your next purchase with us".
Poor solution. I will never book anything through this kind of agency.

Dear Kiwi staff members!

I am writing to you because I want to ask for a reimbursement of my ticket and other expenses.

-As you can follow my case from the many phone conversations we had I will write down here all the points that I am complaining about your service.
1- You informed me 2:33 hours before the flight that my original flight to Oslo had changed.
I could not see the email on time cause I was traveling on the airport and did not have internet connections on my phone.
Anyway I was on time for the original flight to Oslo which was at 7:45.
2-I has to call so many times to you to arrange another flight to go to the final destination to Tirana. Which was not a pleasing experience for me. Rather disturbing considering your slow and delayed response.
3-I had to go in the same day to Albania because I was risking to get a fine or a punishement of not being allowed to enter in Europe for many years since my legal days of staying in Eu where expering on the same day. I informed you that I need to go as soon as possible in Albania.
You would be causing me serious legal problems that would affect my future life.
4-After many hours and credits spend on calling in London you arranged me a flight.
5-When I was going to get the plane around 40 minutes before the flight they informed that the flight would be delayed almost one hour.
6-In that case I would not make it to go to the other connecting flight to Budapest.
7-Me and my friends where calling Kiwi and Norwegian services to ask about this second problem.
8- When I informed kiwi that the flight is delayed and I will miss the connecting flight they never told me that I was supposed to take the flight to Budapest because that would be the way to refound me.So I informed on time Kiwi services and they did not tell me what to
Do. I just waited on the phone and the plane left while I was waiting for the service guys to came up with a solution.
9- I waited at the airport for all the day from 7-19:00
10-You did not helped me and I had to spend my night in a hotel.
11-I had to find another flight by myself the other early morning.

Kiwi guarantee is worthless. I purchased two round trip tickets to Paris, FR. XL airways was the carrier of the flight I was to take back from Paris to new york, with a connecting American Airlines flight back to Charlotte. XL Airways was liquidated while I was in France, and Kiwi support notified me the day before my flight was supposed to take off. Aside from the fact that Kiwi support was worthless, their 'guarantee' conveniently does not cover carrier liquidation. Although this is understandable, I was now unable to make my original flight date, but I was fortunate enough to receive a rescue fare directly from Level Airways, again no thanks to Kiwi or their 'support'. However, my connecting flight from New York to Charlotte should still have been covered by the guarantee, and I was now no longer able to make this flight because of their 'guarantee's' exception. Kiwi offered no support in either matter nor any refund for the flights that were missed because of this incident.

I am very disappointed by the way they handled my situation. I booked a flight to Europe, a same day flight due to an emergency. And a return flight one week later. I got confirmation for the booking of the return flight within minutes while the inbound flight was not confirmed after one hour. I called the customer service and they kept saying they were still processing with the airline and not to worry. This went on from around 10am to 5pm (I called 4 or 5 times in between). Finally, at 5pm they sent me an email saying that they could not book my flight, due to a technical error. Even after I called again, they would not book my flight, nor give me a refund for the return flight. Note that I was supposed to leave at 9pm on same day. I was finally able to book that flight myself through the airline. However, I found the experience very unpleasant and very unprofessional on their hand.

NEVER USE THIS COMPANY. Allow me to join the 96%+ of reviewers in awarding this scam just ONE STAR. I booked a flight with Kiwi.com with an airline that offers free changes of flights and also has a reasonable refund [cancellation] policy. First thing: Kiwi has failed to issue the ticket after I paid them 36 days ago. Therefore I cannot make any changes to itinerary with this booking. Kiwi claims on "Manage My Booking" that no refunds are likely to be available. I can't "Manage My Booking" because the airline doesn't even know the booking exists because the airline has not issued the ticket, because Kiwi hasn't informed them! I have had to pay Eu20 for processing a refund they say I probably won't get. What's really going to happen is that Kiwi will pocket my money based on the claim that the airline doesn't process refunds. I will delete this review if I get 70% or so of the money I spent on this booking. Otherwise the review stays: NEVER EVER USE THIS COMPANY - IT'S A TOTAL SCAM

Over 48 hours on the road and I'm still stuck for one more day in Paris and they don't want to anything about it.
My first and last experience with kiwi.
Booked a travel from London to agadir (via Dublin) that was supposed to take around 9h.
An hour before my flight to Dublin I read an email from them that the flight from Dublin to agadir got canceled and they offered me an option for next day (24 h later) to fly to Paris beauvais Airport and transfer to Paris Orly Airport for another flight to agadir (around 4 h inbetween and no option for checking online). Missed by 10 minutes the airport check-in in Orly and when I called them they said its not they're fault.
My personal opinion better not book with them and avoid some stress.