Carlos V.

My experience with kiwi.com started when I booked a return trip from London to Amsterdam for March 2020. This booking was made in Jan 2020 and the process was smooth - no problems until here.
The outbound flight was scheduled for the morning of Saturday 7th Mar, with Flybe, but the airline (FlyBe) collapsed on Wednesday 4th Mar. I quickly reached out to kiwi.com via all possible channels, looking for an alternative flight to Amsterdam. I tried email, I tried online chat and even called a couple of times, as I knew that (as we were fast approaching the date) flight costs would be increasing if I needed to book a new flight altogether.
I only managed to get some decent feedback via the phone calls on Thu morning (5th Mar) and was initially asked to wait for 24h for the situation to be resolved. I stressed that I was looking for an alternative flight and highlighted the urgency of the situation, but the 24h waiting time was still the default response. As instructed, I called again after 24h (this was now Friday 6th Mar) and was then asked to wait for a further 12h without being given any additional solutions apart from "you can book a new flight yourself and pay for the new flight".
I was left with no choice, but to go ahead and book a new flight that would allow me to be in Amsterdam, as required. I paid over and above what the reasonable cost would be and completed my trip at a significant personal cost.
The reason for my one-star review (should really be a "zero-star" review) is not related to the Flybe collapse - these things happen and the travel agents cannot avoid this - but rather the lack of customer focus from kiwi.com and their agents. A five-star service would have provided the option to book an alternative flight at no extra cost for the customer - no questions asked - taking away the pain of dealing with a failing airline, all the hassle of the insurance claims and unwanted headaches of this disrupted service.

As a customer, I'm dealing with a travel agent instead of dealing with the airline directly, because I'm expecting additional services that go beyond a simple booking system. I expect a proactive approach and a better customer support - especially at difficult times like the situation described above - to find alternative solutions with different airlines/other providers, etc (whatever it takes, really!). In this situation I ended up not only losing the money from my original booking (having never received the contracted service), but I was also left with no choice but to spend 5x more than I should have spent on alternative arrangements.
It's now been almost 3 months since the event and I'm still awaiting some sort of ownership from kiwi.com. As a customer I feel betrayed and will never use kiwi.com again.