Kath D.

You are not protected if airline cancels one of your flights

Please be extremly careful when reserving tickets with Kiwi.com, especially when you book multi destination and tickets that are much cheaper than on the website of the respective airline. Two months ago I reserved a flight from Europe to Jakarta and the return flight back from Medan/Sumatra to Europ. I got a confirmation from Kiwi, they debited my account right away, everything in order. Yesterday they tell me that Qatar Airways has cancelled my return flight, but it's not true, I called Qatar, the flight is mainained and you can even book flights for it on the kiwi website, so total lie. Qatar says that they never confirmed my outgoing reservation to Kiwi and that it had been a pending booking since two months which kiwi omitted to tell me... (Now qatar are overbooked and they just dump my booking because I pay cheaper than what they can sell the seats for apparently, so be aware of this, if you buy cheap tickets not directly through them). Since Qatar considers the multidestination as Two Separate bookings I cannot claim full reimbursement from them, they say nothing wrong with the outbound flight to Jakarta so no refund. But Kiwi won't reimburse me just the return flight, although they pretend it was cancelled; they say we can only make a "request" for reimbursement to quatar but only for the whole trip not just half of it! And qatar already told me, no way, they won't refund the whole amount. So it's insane! If I file for reimbursement I won't get refunded more than half of my money and Kiwi does not give me back the money for a so-cancelled flight! Which they mistakingly fully confirmed to me! So do you know the ONLY OPTION they offered to me? That I pay 2000 USD dollars more in order to get another flight with Qatar, while I could fly with Singapore Airlines for much less but they are totally inflexible. So never ever reserve flights with Kiwi, you are not protected in case of cancellation (unless you pay their super expensive insurance policy and in that case you can usually directly book through the airlin itself). Just book through the airline directly, you will safe yourself a lot of money in the end. I will post this evaluation on every website I can find, because it is just so unfair and unprofessional. Those companies make huge profits and they don't give a damn about you losing 2000 USD while it's not your fault at all.