Kiwi.com reviews & complaints 376
Keywords
refund flight experience customer service money airline email airport cancellation policies company check-in trip service connecting flight alternative flight information date phone mistakeNewest Kiwi.com reviews & complaints
flight
Stay away from this company! The website is purposely faulty (auto-fill-in) so you pay extra in order to make changes to your reservation. I tried to change the name on the ticket and they canceled it without my consent and now they will not give me a refund. Getting a hold of them is very difficult and time consuming. I emailed them repeatedly and I was hung-up on after waiting 45 mind on hold. When I was finally able to talk to someone the about the mixup the only things she keep saying is that the airline does not give refunds. I am out $820.
Stay with the well known company and keep checking for lower rates. This company scams people that are looking for a deals.
flight departure time changing
We had booked a flight from Panama City to Boccos Del Toro. Our booking said the departure airport was Panama City PAC which we had flew into the day before so we knew where we was going. After riding in the cab for over half an hour and paying $50, we arrived to find it was the wrong airport. There is another internal airport 25mins back in the same direction we came from. This was not clear at all. In fact, it was labelled wrong. After paying a further $50 back to the right airport we arrived to check in. The time currently was 12:30 and our flight was meant to be at 2:30. When asking if it was on time, the man said yes 5pm. The flight had been rescheduled the day before and kiwi had not notified us. We had had no email and when logging on to our booking, it still said the flight was at 2:30! We have wasted a whole day and are stuck in a small airport for 4 and a half hours. Furthermore when we have tried to phone them, the number just repeats the menu options. And when messaging the urgent airport chat, no one bothered to phone us back.
To conclude, this has been an awful service and wasted a day of our holiday. I will never book with them again and I advise people not to too.
beware kiwi.com - very poor customer service
I have had huge problems trying to cancel/refund a booking. (made May 12th)
I made a booking in error (that was my fault), and immediately tried to cancel the booking. I contacted Kiwi.com within minutes of the booking, after trying unsuccessfully to stop the purchase through my credit card company.
I explained to the customer service representative what had happened, and that I did not want the ticket. He agreed to look into the matter, and see if the flights could be cancelled before they were confirmed by the airlines. He asked to keep me on hold for a few minutes, and would then get back to me.
For some reason, the connection was lost and I had to call back Kiwi. Eventually, I talked to another customer service agent who told me that they were looking into it, and would send me an email in 2-4 hours explaining the state of my booking. I accepted this, and went to sleep.
In the morning, no email had arrived and so I again called Kiwi.
I was then told that they had cancelled all the flights, but did not know whether I would get a refund. The total for the flights was over $2000.
This was unacceptable. I explicitly asked to be informed of the status of the flights, and what was involved in cancelling the flights (ie, how much it might incur); if the cost was too high, then it would be better to keep the flights, despite the problems. Kiwi.com should not be cancelling flights without the consent of customers.
Now, after 5 more days, I still have heard anything from Kiwi.com, and do not know whether I will get the money back. This seems entirely unreasonable.
Kiwi.com seems to be fine when nothing goes wrong, and there are no unexpected events. But as soon as a problem arises, they're complete lack of customer service is apparent.
"Flight Safety" appears to be a poster paid to discredit ordinary people with legitimate complaints.
The itinerary:
New York City (JFK) Tue, Jun 12, 2018 19:25
Geneva (GVA) Wed, Jun 13, 2018 09:15
Airline: Swiss International Air Lines
Geneva (GVA) Wed, Jun 13, 2018 10:00
Zürich (ZRH) Wed, Jun 13, 2018 10:55
Airline: Swiss International Air Lines
Zürich (ZRH) Wed, Jun 13, 2018 13:05
Shanghai (PVG) Thu, Jun 14, 2018 07:05
Airline: Swiss International Air Lines
Shanghai (PVG) Wed, Aug 1, 2018
02:25
Kuala Lumpur (KUL) Wed, Aug 1, 2018
08:15
Airline: Malaysia Airlines
Kuala Lumpur (KUL)
Wed, Aug 1, 2018
09:50
London (LHR)
Wed, Aug 1, 2018 16:35
Airline: Malaysia Airlines
London (LHR) Wed, Aug 1, 2018
20:30
Manchester (MAN) Wed, Aug 1, 2018
21:30
Airline: British Airways
Manchester (MAN) Wed, Aug 22, 2018
13:05
Reykjavik (KEF) Wed, Aug 22, 2018
14:50
Airline: Icelandair
Reykjavik (KEF) Wed, Aug 22, 2018
17:00
New York City (JFK) Wed, Aug 22, 2018
19:00
Airline: Icelandair
changing seats, adding baggage and priority boarding
So, I have a flight from Bodrum to Cologne and from Cologne to Mallorca.
The first leg of the flight is fine, but my second leg is with Ryan Air, which is not a problem (this time)
24 hours prior departure I decide to buy a seat and an extra luggage, but I find out that is not possible, because kiwi says that I have to do it 48 hours earlier.
The problem here is that kiwi decided without asking me, to check in my flight with Ryan air, and send me the boarding passes. This action, deprives me from managing my flight with Ryan air through their app. Because when I log in in the app and try to have access to my flight in order to make changes, it does not let me do it, because KIWI did this for me, using their own credentials!
. So Ryan air allows me to add extras, even up to 2 hours before departure, but kiwi just destroyed this beautiful feature by deciding to check in my flight without my consent.
Tomorrow I am flying seat 33, and also since the connection time is short, they say that I cannot check in luggage...this people only wants to sell and people have to deal with their stupid rules...
im so disappointed, please people, trust me...think about it before booking through them...
purchased plane ticket
I purchased and paid my international flight over a month ago.
2 weeks prior my trip, they changed my schedule flight where i can't make my connecting flight and when i ask for refund or put me on an earlier flight so i can catch my connected flight either one they won't and will not accommodate me either those options. This company have and had complaints by the thousands so Consumers Protection Agency should do their jobs and get involved and put them out of business.They are taking advantage and ripping of Americans citizens.
It's a highway robbery and they know people don't have time to file a complaint with Court of Justice or to get an Attorney, because they doing it in a time frame about 2 weeks prior to their flights.
This is my first and will be the last time.
People are out there, I repeat please do not put your self in risk like the rest of us did unknowingly all because I and many of us didn't checked this company.
Warning to all of the consumers out there.
Warning!
To Consumer Protection Agency
Please put this Airline company named KIWI.com OUT OF BUSINESS
They are ripping of Americans Citizens unlawful practices stealing from us not refunding our money
Changing our flights lying to us etc etc.
refund
Stay away from this travel agency. They lied to me and they are not returning $900 to me. February 28, I booked a trip on March 4, from New York to Stockholm then from Stockholm to Istanbul. They charged from my account right away. March 1, I changed locations on the same date, they charged again from my account when they already charged the first time. When I called costumer service, to request refund, they said that the money will return between the 30 days, today I called costumer service and they said that the money will not be returned. This information is not stated no where about no refunds, they charged me twice while I was just trying to change the locations, not in policy no where it is written that the money won't be returned. This is ridiculous that they charged me more then they were suppose to, charged me twice for the same thing. One more time: stay away!
dishonest service
I recently booked a flight for my daughter from London to Tel Aviv. We went through Skyscanner to Kiwi.com who made the booking with WizzAir.
The booking was confirmed and the money was accepted by Kiwi.com.
Several days later Kiwi.com sent an email to say that the flight schedule had been changed and that my daughter would now have a 27 hour stopover in Warsaw instead of the 3 hour stopover in the original itinerary.
This was not acceptable and when they were unable to change the flights we asked for a refund so we could book other flights elsewhere.
They replied that this was a three flight booking and that they would only refund the leg of the journey that been changed.
This is unfair as we bought the flight as a package (we only made one payment, not three) and they should at the very least refund our entire booking.
You should not direct visitors to your site to Kiwi.com as they are a dishonest scamming company who should not be allowed to conduct business.
refund service not clear
I made a one way reservation on kiwi.com that costed me about 400E and they charged me 9863 MXP (Mexican currency converted) that included 1 mexican (interjet) airline and 2 norweigan (norweigan) airlines, at the moment of buying the way back I started to have second taughts about the trip because the price got rised after a couple of days, so I decided to explore the cancelation procces that kiwi.com showed me it would be of 932 minus 20 E of penalties (this 20 where explicitly in E) and a total of 470 without explicitly indicating the currency. Not expecting that the worst case scenario in those numbers was going to be the real one because it was not sowing explicitly the currency, I decided to cancel my reservation, what a surprise that I had received a first email telling me that my reservation was "cancelled" and a refund of 0 MXP was in a process of being paid.in the mean time, one day after, another email arrived saying I would be refunded 560.84 MXP.
Contacting the companies both kiwi.com and Norweigan I asked if that was the case I would prefer to have my tickets as they where, and they answered that it was not possible because they where already "cancelled" (even when I offered to pay them back is gorgeous amount refunded)
after complaining on trustpilot I received an email explaining me that "because I paied in MXP the amount to be refunded was 470 in MXP (not E) and it was not logical to think about 932 E because I didnt pay that amount, and as a way to compensate they would be going to refund me the 20 E of penalties if I wanted" so considering his email, I should think that the worst case scenario was going to apply if I hit the cancel button (even if the numbers dont mach anyway because the second email for cancellation was saying 560.84 MXP (nothe the booking status as confirmed) and the explanation of the kind guy said 470 and after he confirmed suddenly the 560) for shure another explanation would exist like conversion rates and +- whatever it is required to "explain how the system works"
but when cancelling button apeared, to remark there was no currency saying what was going to apply
so, sadly I ended up without my flight reservation and witouth the 90% of the money, that just disappeared between kiwi.com, norweigan and interjet
attached their kind explanation (in spanish) about how I should take care from their system (is amazing how someone can explain a system way of working, to explain how they let me off from the money, making it my fault because even as he said - if it was not clear I should had contacted them before hiting the button-, because an unclear, human designed, verified, tested computer system)
—
Mi nombre es Miguel y me pongo en contacto con usted desde el Departamento de Relaciones con el Cliente de Kiwi.com en relación a su negativa experiencia con la cancelación de los vuelos.
En primer lugar lamentamos mucho el inconveniente experimentado con el bajo importe del reembolso.
En ese sentido me gustaría informarle que cuando usted compró los vuelos lo hizo en la divisa de Pesos Mexicanos, pagando por la compra 9.863 $.
Por esta razón cuando usted solicitó la cancelación le fue mostrada la misma divisa.
Basándonos en los registros del proceso podemos confirmar que la información mostrada fue la siguiente:
Total airline refund (some flights are non refundable) $ 932
Cancellation fee 20EUR $ -462
Total refundable amount $ 470
Como puede comprobar la cantidad a reembolsar por las aerolíneas $932, si hubieran sido dolares americanos o Euros habría superado con mucho lo que usted pagó en total por la reserva, lo que no cuadraría de ningún modo las cuentas.
En dicho caso, y si la información no estaba suficientemente clara debería haber contacto con nuestro servicio de Atención al cliente para una posible clarificación, y le hubiéramos podido confirmar que la cantidad estaba expresada en pesos mexicanos.
Una vez que procedimos con la cancelación con las aerolíneas, y como le hemos informado, ya no nos es posible volver a re-instaurar los billetes, lo que de nuevo lamentamos.
Por otra parte, y entendiendo la frustración de esta confusión hemos decidido como gesto de buena voluntad, no aplicar la tasa de cancelación de 20 EUR, con lo que la cantidad que le podemos reembolsar ademas de los 560.84 $ Pesos Mexicanos ya envianos, es un nuevo reembolso de 20 EUR = aprox 462 $ Pesos Mexicanos.
Entendemos que este importe es muy reducido, pero desafortunadamente es lo único que podemos reembolsarle. Intentaremos si nos es posible enviarle el reembolso de vuelta a su tarjeta, si no nos fuera posible le contactaremos de nuevo para que nos indique otra forma de reembolso.
Por favor no dude en contactarnos si tiene nuevas preguntas o es necesaria alguna clarificación sobre lo anterior.
Saludos Cordiales
airline tickets
Kiwi.com is a scam corporation preying on travelers. They know it. Their victims also know it and pay the hefty price including horrific airport/airline experiences. Be forewarned.
We have called and emailed and they are rude and seemingly pleased with the lack of consumer ability to get resolution from them or a refund.
Our travel plans are ruined and Kiwi.com cost us $1600 of airline tickets.
They seem to be able to defraud folks with impunity.
I agree fully with your comment
ticket refund process
My name is maria sánchez. I had a very hard time traveling with spirit since I had to pay so much extra for my flight. I submitted a refund form to spirit explaining that it was not my fault since they canceled my trip last minute without any option of rescheduling leading me to re buy a ticket for double amount of the original ticket I paid for. Spirit costumer service refund the amount for the cost of $1.199.74 to a mastercard ending on *8585 (not mine but a mastercard from skypicker) on oct 2nd at 9:41pm.
The amount refund to this mastercard is for the flight confirmation number k7u66c.
Spirit told me to contact you to get the refund amount from this agency which I used to get these tickests.
I really appreciate if someone can please get back to me on this issue.
Maria sánchez
Mapasanchez83 @gmail.com
[protected]
incredibly disappointed refunded amount for no flight ticket number provided
Very unhappy quote amount for my cancellation ticket at kiwi.com which I asked for cancellation right away that I noticed the booking confirmation in first 12 hours of the ticket purchased. Why I only get the refunded amount of eur62.29 which I paid for eur6+? This is absolutely unacceptable, I spoke to them and they said wasn't beyond their control at all, it's sounds helpless, so I sent an email to airlines and surprisingly they could not trace my booking number and asked me to get it from the agent where I purchased. Unfortunately the operator mentioned they could not give me the ticket number after verified my personal details due to the ticket number is confidential, it sounds super ridiculous because I don't see the point for verification with the customer details at first, I was asking my right for my ticket number which the airlines asked me to do so at second. At third, what was the operator just said? Confidential of the ticket number? Is it insane? I paid the fuxxxxx eur600 and they refused to tell my ticket number? Unbelievable exceptional explanation discomfort me, the operator even asked me why I contacting the airlines as the agency is available? (Ya, they are available is just that unavailable for assistance), why I called? Because they keep telling me that they can't do anything, because they charged me over price for the cancellation, because even the airlines they could not find my booking is freaking me out. I suspect they actually charge me the price without providing ticket number confirmation yet and leave all the responsibility to the airlines in illegal process that not allow even asking at all, I regularly travelling around and this is a very first time being informed by someone that I have no right to ask for my flight ticket number in my life, could you believe it? I mentioned clearly enough if they could not give me the information I believe they took an illegal process of my bill then I will turn to econsumer government for reporting case and he just said will respect my decision which I definitely will do so if my booking issue still didn't come out the satisfy solution. Furthermore, how can you refunded a very small amount which is like nothing to me? Everyone please concern about my case to avoid unusual incident happen again and again, here to share my bad experience with you who read my story in flight ticket agency among all the complaint boards and internet, wish you are not the next coming victim with loss, I will keep update this profile in travel webs and forums if there's any news.
I agree fully with your comment
Kiwi.com - unprofessional airline service.
I have bought an e-ticket from kiwi.com flying from Dallas to Seoul. This e-ticket has three stops and requires me to pick up all my checked in luggage only at the San Francisco airport. However, when I asked the check in airline officers, they said that I would have to recheck in all the three bags every time I have entered a new airport. All three stops I...
Read full review of Kiwi.com and 11 commentsnever use them
Never use them for booking flights. I spent some time on searching for tickets, booked them and after this got an email from them saying there had been an error. Tried again and again, but the result was always the same. I phoned them and was offered another non-stop flight same as the previous one but cheaper. Going through needed procedures I noticed that they were trying to send me a connecting flight with a 7 hour stop! Awful.
I declined everything and went to another website.
be aware
They don't stand behind their offers. They may be nice when talking to them but your problem will never be resolved. I think that my problem was serious because I got an email from them saying that my flight wasn't available. And I have already booked it! After this, I tried to find something acceptable for my family and their support was useless af. I'm very disappointed with them.
My booking ticket is [protected]... I want to have a refund on the ticket tht i bought.the price suddenly change and now I want to just refund it..help pls
No check in baggage was visible until after I confirmed booking. I immediately tried to cancel flights, but within minutes the flight confirmation came through and money deducted. I tried resolving issue via phone and email immediately. I was told that I will hear within 30 days. I heard back that I was refunded $7.00 when I spent $1, 473.34.
It's a shame this company, I bought tickets from Brasil to Madri, they took my money and sent me an e-mail saying that the price now is double. I asked for a refound and it will take 3-5 days. It is a bad company! Take care! Now I will have to find another ticket and wait for my money.
I've lost 2 flight thanks to Kiwi and had to book a hotel waiting for another flight that I paid by myself, of course. Altogether I've lost more than 500$.
Kiwi refunded me almost a quarter of this money.
DO NOT BOOK WITH THEM!
They didn't seem to care to much about the bills I've sent them for refund.
Booked a flight with kiwi, they never ticketed our flight. They will not give us a refund, and dodge a refund when we bring it up. Kiwi.com will not allow us to speak with a supervisor or manager.
WARNING!DON'T LOOSE YOUR MONEY
I bought airplane tickets from Kıwı.com.But they didn't explain ticket is refundable or nonrefundable.So ı paid $ 1612 but when ı was cancelled my flight, returned $134 .a long time later(45 days)They say sorry often.But I lost my money .Nobody uses KIWI.com.
flight tickets not received
I had made a booking on airindia flight 569 on 25th may departing at 6.20 am from chennai to reach bombay at 8.20am through skypickers.com
I have not received my e-ticket yet. Could you please check why I have not received it so far.
My details
Name: madhavi kumar
Age: 48 sex: f
Amount paid by citibank credit card on 10th april 2017 -$ 61
Please revert to me immediately on this matter at [protected]@hotmail.com or send an sms at [protected].
Thank you
Thank you
Kiwi.com - ticket/refund problem
I booked my flight in skypicker online from kuala lumpur to dubai! Once the booking was made, they wrote me back to add additional payment cause the price online is higher and the flight is not available! They ask me for additional 86€, so that they will find another flight for me. I refused cause that's not actually my fault because that's is the price...
Read full review of Kiwi.com and 25 commentsKiwi.com Customer Reviews Overview
Customers have also praised Kiwi.com for their competitive pricing, which is often lower than other travel agencies. The company offers a variety of deals and discounts, making it easy for customers to save money on their travel expenses. Additionally, Kiwi.com has a reliable customer support team that is available 24/7 to assist customers with any issues or concerns.
Another advantage of Kiwi.com is their flexible booking options. Customers can easily change or cancel their bookings without incurring any additional fees, which is a rare feature in the travel industry. The company also offers a unique "Nomad" feature, which allows customers to book multi-city trips with ease.
Overall, Kiwi.com is a highly recommended travel agency that offers a wide range of travel services at competitive prices. With their user-friendly platform, flexible booking options, and reliable customer support, Kiwi.com is a top choice for customers looking to book their next trip.
Kiwi.com In-depth Review
Website Design and User Experience: The website design of Kiwi.com is sleek and user-friendly. The layout is intuitive, making it easy to navigate through the various pages and search for flights. The color scheme is pleasing to the eye and the fonts are clear and legible. Overall, the website provides a seamless user experience.
Flight Search and Booking Process: The flight search and booking process on Kiwi.com is straightforward and efficient. The search engine is fast and accurate, providing relevant results based on the specified criteria. The booking process is simple, with clear instructions and prompts to guide users through each step. It is quick and hassle-free to select flights, enter passenger details, and make payments.
Pricing and Transparency: Kiwi.com offers competitive prices for flights, often providing cheaper options compared to other travel websites. The pricing is transparent, with no hidden fees or surprises during the booking process. The total cost, including taxes and fees, is clearly displayed before confirming the booking. This transparency allows users to make informed decisions and avoid any unexpected expenses.
Customer Service and Support: Kiwi.com provides excellent customer service and support. Their customer service team is responsive and helpful, addressing any queries or concerns promptly. They can be reached through various channels, including phone, email, and live chat. The support staff is knowledgeable and strives to provide satisfactory solutions to customer issues.
Booking Flexibility and Options: Kiwi.com offers a range of booking options and flexibility to accommodate different travel needs. Users can choose from various fare types, such as economy, business, or first class. Additionally, Kiwi.com allows users to customize their itineraries by adding layovers or stopovers, providing more flexibility in travel plans.
Travel Insurance and Protection: Kiwi.com offers travel insurance options to provide protection and peace of mind to travelers. Users can easily add travel insurance during the booking process, ensuring coverage for unforeseen circumstances. The insurance policies are comprehensive and offer various levels of coverage, including trip cancellation, medical expenses, and baggage protection.
Mobile App Functionality: The mobile app of Kiwi.com is well-designed and offers excellent functionality. It is available for both iOS and Android devices, allowing users to search and book flights on the go. The app is user-friendly, with a clean interface and easy navigation. It provides all the necessary features, such as flight search, booking management, and notifications, making it convenient for travelers.
Loyalty Program and Rewards: Kiwi.com does not currently have a loyalty program or rewards system in place. However, they do offer competitive prices and excellent service, which can be considered as a reward in itself. Users can benefit from the savings and convenience provided by Kiwi.com without the need for a loyalty program.
Trust and Security Measures: Kiwi.com prioritizes trust and security measures to ensure the safety of user information and transactions. The website and mobile app are secured with encryption technology, protecting personal and payment details. Kiwi.com also has a secure payment gateway, offering multiple payment options for added convenience and security.
Overall User Satisfaction and Recommendation: Overall, Kiwi.com provides a highly satisfactory experience for users. The website design and user experience are top-notch, making it easy to search and book flights. The pricing is competitive and transparent, ensuring users get the best value for their money. The customer service and support are excellent, addressing any concerns promptly. The booking flexibility, travel insurance options, and mobile app functionality further enhance the overall user experience. With trust and security measures in place, Kiwi.com is highly recommended for hassle-free and enjoyable travel experiences.
Most discussed Kiwi.com complaints
ticket/refund problemRecent comments about Kiwi.com company
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