Kiwi.comReviews 2,182

Do not use this company! Their "unique" customer service guarantee is truly unique in the way they they completely shaft you. Our booked flight was cancelled apparently and the offered alternative flight was not acceptable and the refund offered was £150 when we had paid £580! They say that's what the airline offered but our contract was with Kiwi not with the airline. Customer service are totally unhelpful and leave you on hold of ages which is great when you are paying for the call. We continue with our case, not happy!

Bought 2 flights with Latam airlines within Peru through Kiwi with 1 pre-paid checked bag for 2 people for each of our 2 trips. Each checked bag cost was $24USD so $48USD extra for each trip through Kiwi. Kiwi advertised checked bag fees as cheaper than through the airline at the airport. Upon checkin to the first flight we found out that Latam allows 1 free checked bag per person. We contacted Kiwi only to be put into endless email/phone loop for 2 weeks now. The plane tickets were cheaper through Kiwi, but checked bag fee was a lie - Kiwi charged us for something Latam gave away for free. Don't expect any customer care from Kiwi - you will never get anything resolved through them and we consider ourselves lucky that everything else was alright with the plane tickets. Will not use in Kiwi in the future.

They are a scam. Awful costumer service, nonexistent to say the least. I booked a flight with them and I did not have internet at the time. They claimed that they sent an email to document the changes in my flight. Considering that I was not able to respond within the time allocated as I was in the airplane and with no internet until the next day where I was able to buy a chip to insert in my phone so that I could have internet, they choose not to honor my flight or make any accommodation after that time.

UNRELIABLE WEBSITE! CAN SELL YOU SOLD OUT FLIGHTS!
This website is very UNRELIABLE!

Yesterday I have made two bookings one from Thessaloniki to Warsaw and from Warsaw to Berlin.

Four hours later I have received a message saying that they were not able to book the flight from Thessaloniki to Warsaw because it was SOLD OUT.

So obviously I did not need the flight from Warsaw to Berlin since I was not able to get there. So when I called and asked to cancel that booking I HAVE BEEN ASKED TO PAY THE CANCELLATION FEE which was almost 50% of the price I have paid for the trip.

I believe this is ridiculous since it was not my fault that I had to cancel that journey. It was simply a bad website system that does not tell you in real time if flights are available or not.

I strongly advise everyone NOT TO BOOK FROM KIWI.COM since you might get messages hours later spoiling your holiday.

Just look for the connections and book from the airlines official companies websites instead so you do not take the risk of finding out hours later that your flights or one of them are sold out!

I will NEVER use kiwi.com again and I hope this review can save some people's holidays!

NEVER BOOK WITH KIWI! They are liars and thieves. They make you click for the best price EVER and then their system goes down and the price goes up. They make mistakes on the tickets so you have to pay for the change fees and they will say that it's your mistake. They are based in Tcheck Republic and when you call them you will talk to the customer service in INDIA. They just don't give a $#*! about your issue they just want your money. Internet scam!

I booked flights and received an email with the wrong flights on it. I am 100% certain I booked the correct flights, but the confirmation email was wrong. Kiwi are refusing to accept that there is a problem with their website. Their customer service is absolutely shocking. They keep repeating that the flights are no -refundable, which I know, but I did not book the flight they sent me. I have repeated myself 14 times now that they are the wrong flights. They just keep repeating that that's the flights that were booked. 10 hours so far on the phone and I'm no further forward.

NEVER BOOK WITH KIWI.COM
NEVER BOOK WITH KIWI.COM They are the just terrible to deal with Our E tickets where not Valid to travel. After 45 mins on the phone to the customer support (JOKE) they hung up. After purchasing more tickets to fly on our holiday. Then to send alternate fights via email later on just a joke.
After contacting the support a further three times and all the auto response emails
Now they are dragging their feet on the REFUND? WHY!
I WILL NEVER BOOK WITH YOU AGAIN YOU ARE
UNPROFESSIONAL and EXTREMELY hard to deal with NEVER AGAIN IF there was a negative stars that would be my option.
I`m now in the process of the refund part - after being told via a customer service person that it would be straight forward its NOT.
I have provided receipts bank statements and the new tickets.

Don't get the cheapest flight tickets on this website unless you are ready to lose your money and there is always reason what they are little bit cheaper that the other website. It is based in Czech Republic and they don't care about their customers and greedy for selling tickets. Read their terms and condition before you get tickets.If you miss your flight and they try to get away from it and make excuses continuously. Be careful about selling tickets operated by Thomas cook airline. There are no any customer right between company and avoid their responsibilities.

Went out of country with 9 days vacation. After several canceled flight & nights stranded in airports we gave up on Kiwi as they offered little help & no refunds on seat or luggage fees and every excuse to not offer hotel vouchers. One reroute flight was in 2 countries and 4 total flights taking almost 2 days instead of the 1 flight we could find for more money. Kiwi does NOT care about your stress or time frame or where you'll sleep. Beware of this website... we paid $2,000 and ended up costing us hundreds more in hotels & layovers & new seat & luggage assignments we'd already paid for. A horrible stress of what should have been a beautiful vacation in the end.

Kiwi prides itself in having the cheapest flights, but fails to mention that you will have to continually run around the airport rechecking luggage, paying for hidden charges, and missing flights because of continual delays.
The customer service team is useless in assisting you. If you miss a flight, they initially tell you to kick rocks and resolve it yourself until you call in multiple times. Then, instead of trying to book you the next flight out, they make you wait 2-4 hours for an email for your "offer" on your next flight. If you are stranded at an airport, they tell you to just sleep there, wait 3 hours for an email on a hotel they found (you cannot pick your own), or get a refund on a flight.
This is the worst travel experience I have ever had and I have flown internationally many times. Kiwi does not have your connecting flights talk to each other (you will always have to get your luggage between connecting flights and recheck it), so if ANYTHING happens between the 1-2 hours they give you to do EVERYTHING (get off a plane, get through customs, get your luggage, check in for the flight again, drop luggage off, go through security again, and find your gate), then you better plan for your entire trip to be delayed 1-2 days.

I booked 2 Ryanair flights via Kiwi only to discover later that the option to upgrade luggage was 10x more expensive than the one offered directly via Ryanair. I would be forced to pay 200 instead or 20 essentially. I also discovered that all other options related to change or add services to my flights where either equally expensive or not available to me due yo my booking via Kiwi. On top of that all flights notifications were made via Kiwi and not the flight operator. Kiwi refused all my contact attempts to provide access to my own flight information and ultimately I decided to file a formal complaint at European Union Consumer Rights.
Will never again use their services and discourage all my friends to book via them.

I have never written a negative review about anything in my whole life, but these people infuriated me. I wish I would have read other people's reviews before I booked my flight tickets through kiwi. For my flight home, I had to make a stop at London and wait 8 hours for my connecting flight. After waiting for some time, I realized there was no flight. Even the airport people were confused because my e-ticked was showing a flight for that day but this flight did actually happen the day before. After examining my travel papers, I realized I had different days on my boarding pass and on my e-ticket. After calling kiwi they told me that 3 months ago airline made a change and I didn't respond within 24 hours, so I got the default option which was an impossible ticket. First of all, an impossible connection should not be the default option, second, there was no email afterward informing me about the change, third all the information they send me (except the boarding pass) did not show the change. So, it was impossible for me to know about that problem and recover on time. Long story short, I ended up paying 500 Euros (10 times the initial amount) for an extra ticket for a very short flight, got stranded for two days and sleepless nights going from one airport to another in London, I lost a day of work, and I got sick in the process. Kiwi refused to refund me or take any part of the responsibility. They told me it was my fault because I did not respond to their email on time. Technically and legally I am curtained they are covered by this fact. I also agree that it was partially my fault because I did not read the fine print and I trusted that things like that could not happen with serious agencies. You see I didn't know how bad the company actually is in providing basic customer service. Their tickets are not cheap because of their advanced algorithms but because the cut down on basic customer service and common sense. You cannot send wrong and misleading travel information and afterward just claim that because of a technicality it is all fine. Please, stay away but if for whatever reason you have booked through them be vigilant. Check your emails constantly, don't trust any information they send you. Check double-check and triple-check by calling them and make them confirm everything. You may be lucky, and everything may go well but if it goes wrong you are on your own. Don't expect any help from those people.

I wish I could put a zero star rating. One star is too much

I booked the flight with Kiwi from Tirana to Rome and first of all my outbound flight's schedule was changed two times with 6 hours of difference. And than while I was at the airport for my check in, I received the information that my flight from Rome to Tirana was cancelled. I talked with Kiwi Customer Support and they assured me that in two days time they would put me on another flight. After 2 days and a half, and still not receiving anything, I called Kiwi and they said that this is not their responsibility, the customer support was horrible, rude even, and said that i had to pay for another flight, and that they were not responsible of the flight changes at all. They said I can ask for a refund, and within a month they would refund the cancelled flight. It has been over three months now, customer support is horrible, very rude, and they still say - we are waiting on the company, there is no refund! DON'T BOOK WITH KIWI! ITS A SCAM AND THEY ARE THIEVES.

This is the worst experience we've ever had booking through a "third-party" agency. Our flight was cancelled by Spirit and money was refunded TO KIWI, not directly to our card. There were NO instructions to get our money and after not seeing the refund appear on our statement after 3 weeks I called to investigate. They claim the customer has to fill out a form to request the refund, then wait 30 days for them to "investigate" the refund claim. We have documentation from Spirit that the money was immediately refunded to Kiwi so essentially, they're holding our money hostage. If they don't return our money we are sending our credit card company after them. This is a very suspect business model and feels like an illegitimate operation.