Kiwi.com
reviews and complaints

I have requested transcripts from you about a case that has been taken up between me and the company. Any withheld information from yourselves to me could be seen as a form of guilt and I must ask you give me what I need to pursue my case. I cancelled a flight months ago, I was advised I was going to get a refund and I didn't, I only received the tax back. My name is Craig dicker and this was regarding a cancelled flight from London Heathrow to campo grande in Brazil. I need kiwi to fully corporate with me in my case. Thankyou

Hi team
Myself amalraj,
Airasia cochin

Kindly inform the below information to your customer mr potter carol and ms rebecca marie.
Booking number: fkssnv

Dear guest,
We regret to inform that your flight, i5-1130 (cok-blr) on 21 nov 18 is cancelled and changed to i5-1128 (cok-blr) on 21 nov 18 which departs at 16:15pm.
For any further assistance, please contact, [protected]

I booked flights for three people from LAX to Manchester UK on the 3rd January 2019 through KIWI (this booking includes 3 separate flights, LAX to KEF, KEF to DUB, then DUB to MAN) my booking number from KIWI is [protected].

After booking the tickets I realised that one had been booked in error and requested the cancellation straight away after booking (within 20 minutes of booking). This was for passenger [removed].

US law states that if a flight that is traveling into or out of the US, passengers have the right to cancel and get a full refund. However kiwi have not acknowledged this and not homered this and I receive emails from that that make not a lot of sense.

Eventually they informed me that they cpuld give me a refund of around £8 GBP which is ridiculous on a £387 booking.

Due to the fact of their slow customer service I believe they didn't request the cancellation within the 24 hours so I would be able to get a refund back.

I made my booking Athens to Mexico City, and then booked my conecting flight Mexico City to Cancun. After a few hours they send me a msg that the company due t technical reasons cannot complete my first booking going t MexicoCity and they will refund me. I have asked them t cancel and refuns the pther ticket as well, since it is.now useless for me. Their take no RESPONSIBILITY whatsoever, and still waiting for an aswer. Unfortunately I cannot block their payment directly from my bank, so still waiting for the refunds, or will lose my money, and lost my flight dates which were important for me, now need t pay triple the price t b able t fly inside my rimw schedule.
UNRELIABLE, BAD SUPPORT, AND THEY MAKE MONEY FROM THE CANCELLATIONS, BECAUSE REFUND IS NEVER TOTAL. SMN NEEDS T CLOSE THEM DOWN!

My name is Kanthira Rossuthatham I bought my ticket since 14th of july this year to go to Lima Peru from Thailand with a stop in USA, but they denied me my visa so I reclaim back the money explaining that they denied me the transit visa I apply for so the system send me a email that I will process 30 days from the day I order the refund it just have been 3 over t3 months I still waiting for my returning money I already lost 1500 dollars on that ticket u refund me around 600 and I keep waiting I want to know why im still waiting. I was trying to contact the company it doesn't have numbers all I get its just applying online again and again and still saying I have to wait 1 month to return money pls I need that refund

my booking number is 7639958

Dear Complaints Board manager,

We were refused by AirAsia staff cannot get on flight from Kul to Dubai. In first place we were emailed electronic boarding pass and just found out with different airlines transmitting needs India visa. We were explained by Malaysian Immigration that is only AirAsia policy as they don't have facility to get a transitting pass or open landing visa for few hours. This is inconvenient for transitting flight however it is not quite right for third party online booking provider to plan us the flights without heavy warning.

Please compensate our incident costs.

Regards,

I booked a flight for my friend to fly home and no confirmation hs come through. She is supposed to get on a plane tomorrow morning! We need her confirmation so she can board her flight home. Totally unprofessional on your behalf. Can someone contact me today - [protected]@gmail.com
Or via phone +[protected] booking is from ROR - koror Palau tomorrow at 5am name is Janet Phillips travelling to townsville Australia.

1) They would not help me when Aegean flight company cancelled my ticket for no reason
2) They promised to find the cheapest way for me to come home. They found a ticket for 196£ - after I had bought it I found a ticket for 80£! And they denied to refund the ticket!
3) I ordered a direct ticket, but without consulting me, they changed the ticket, so I had to take two flights instead! Without asking.
4) They charged 15£ too much for the new ticket compare to other tickets.
Tu sum up: They have lied and charged me way more than I should pay. DON'T book with Kiwi!

i called kiwi customer services and spent over an hour on the phone to book an additonal child passenger to flight from antalya to istanbul. they sent me an email and asked for payment straight away which i paid it has now been 3 days and i have not received any confirmation. i called again yesterday and they said they will speak to their renovo team and make another reservation. which sounds like it was never done in the first place.

i am flying from manchester to antalya with thomas cook and when i get there i have booked with kiwi.com from antalya to istabul return for 2 adults and i am worried they will not add the child on and we obviously can not leave the child. they are quick to take money however not confirming anything and probvably havnt booked a flight for him

I had a booking with:
Travel date : 08/09/18-15/09/18
Destination: Singapore-Denver-Singapore

On the way back from Denver to Singapore, the ticket I bought cannot be used, which caused me unable to checked-in. I cannot use my return ticket, which caused me cannot go back on the date I supposed to. And I have to rebooked the whole flight back.

Here's the problem:
My ticket supposed to go from:
Denver-Seattle-Vancouver-Shanghai-Singapore
I cannot checked in because on the reservation system I was booked separately, which caused my booking appears only until Vancouver. They cannot checked me in because they said I need Canadian visa, which I don't apply because if I only transit and I have the connecting ticket, I'm not supposed to need a visa since I'm holding an Indonesian passport.

Because of this, it caused me to spend another ticket to fly back home which cost me US$1, 980.67 plus the uber trip from Denver airport back to where I stayed at US$173.78 and the travel back to Colorado Springs airport at US$53.42

I tried to contact Kiwi, but I can't find the customer support number, because even I already key in my booking number and the other requirements I still can't get Kiwi number. It said that the system can't find my booking

I have sent copies of the email below more than once. No reply. I will post my complaint on any possible social media platform making it clear that kiwi.com has no customer serivce. I have all the proof of the information gathered from parties concerned.

-------- Original message --------

From: Sonja Kruger

Date: 2018/08/06 17:03 (GMT+02:00)

To: support.[protected]@kiwi.com

Subject: Booking nr 6712237

Good day

My daughter booked a trip though the Kiwi.com website in May 2018.  Please see booking confirmation attached.  She was to fly from Busan to Singapore via Taipei and the same route back.  Before she booked the ticket we contacted 2 Visa companies to enquire about Visa requirements for a tourist transiting through Taipei.  We were informed that no transit visa is required.  They included a reply from the Taiwan Embassy in South Africa that they do not have a transit visa process.  We also consulted various internet sources all confirming that no visa is required for a South African passport holder who has a connecting flight in Taipei.  I phoned the immigration office at the Taiwan Airport who confirmed that no transit Visa is required provided the passenger did not leave the airport, has a valid passport and a confirmed paid ticket to the next destination.

I have attached all emails from Visa Companies, the Taiwan Embassy in South Africa and screenshots of various internet information.

When she checked in at Busan Airport she was denied a boarding pass and the check-in staff of Air Busan told her she needed a Visa.  They refused to even look at all the correspondence she had confirming that a Visa is not needed.  I again phoned the immigration office at Taipei Airport and was again assured that no Visa is required as she was not leaving the airport and could check in at the transfer counter in the transit lounge.  She only had a carry-on suitcase (no checked luggage) and did not need to clear immigration to collect baggage in Taipei.

We had no option but to book a new ticket with Korean Air on a flight that did not transit through Taipei but through Seoul.  This was at a cost of 140 000 Won for the single trip.   When she arrived in Singapore she went straight to the check-in counter of Scoot to enquire if a similar situation will arise on her flight back to Busan.  She was told by Scoot staff that there would be no problem and they were surprised that she had trouble in Busan.

When she returned to the Scoot check-in counter for her journey back to Busan she was once again denied a boarding pass.  Again no help from airline staff, they were adamant that a Visa was required.  She again had to purchase a new return ticket on Thai Airways with a layover in Bangkok.  This was an additional 50 000 Won.

My question is why the airlines refused to issue boarding passes if she was only transiting through Taipei Airport?  She did not leave the airport, stayed in the transit lounge, had a valid passport and a confirmed, paid ticket to her final destination.  We did everything in our power to ensure she would be traveling without any problems.

The Taiwan Embassy in South Africa is baffled.  The liaison officer confirmed that there is no such thing as a Transit Visa for Taiwan and that no entry Visa is required for a passenger who does not leave the airport and has a connecting flight.

I don't know if the airline staff members are not trained or if the system is incorrect but there is absolutely nothing more that we could have done to anticipate the issues she had.  If we thought there would be any problems we would not have booked the tickets through Taipei.

I hereby wish to request a full refund of the ticket as there is no indication whatsoever from any resource that she needed a Visa.  The Embassy in South Africa and the immigration office in Taiwan confirmed this on more than one enquiry.  The problem did not arise from the passenger's side.  She was ready to check in with a valid passport and proof of a connecting flight to Singapore and back.  I feel that the airlines involved should explain on what grounds boarding passes were denied.  I am very sure that this did not only happen to us. I am not communicating with the respective airlines as the booking and payment were handled by Kiwi.com.

 

I would appreciate your help and feedback on the matter as soon as possible.

 

Kind regards

 

Sonja Kruger

+[protected]

 

(Passenger details :  Elaine Kruger

(+[protected])

 

 

We bought tickets for 4 from Manchester- Venice, Venice-Berlin, Berlin-Manchester but at the last leg of the journey, only 3 of us got checked in and were given tickets. Another person did not get a ticket despite being checked in and confirmed by kiwi. Please resolve this issue and submit a refund asap. The person had to pay at the airport and waste more money.

Hi there,
My booking reference is 8902102, i booked 3 fight tickets in the skyscanner website, but 3 of them in different agents. I have 1ticket book on Kiwi.com with reference number 8902102. I booked with the missing my surname. Because their system had a problem, I put all my full name in their space. After i made my payment, and they sent email confirm without my surname. I ready sent email confirm with Kiwi agent, but they refer me to pay the change name fee. That unfair, because it wasn't my fault. I really need your help and support. I dont want to have any trouble when i go to airport with missing surname on ticket.
I look forward to hearing from you.
Best Regards,

Ridiculous
I had never had a bad experience with Kiwi, but that all changed with a recent trip that I took to Greece. I booked tickets through Kiwi and was all set to go on a long haul flight: DFW - Iceland - England - Greece.

When I landed in Iceland, I found out my flight had been delayed (something to do with a strike I was told), by the time I got to London and made it through customs, my connecting flight was already gone. I spent an hour on the phone trying get through to customer service, and never got a response. After about 4 hours of trying and failing to get some kind of answer as to when I could get another flight, I just gave up and booked a new flight on a different airline that cost me $379.00

I applied for a refund on the website because I had the "Kiwi Guarantee" and was notified that my application would be processed within 30 days. So, almost 400 dollars down in funds for my vacation, and exhausted after spending nearly 40 hours in transit I finally landed in Greece.

A month later, I received a refund of, $9.70... What an absolute joke. I contacted Kiwi customer service to find out how a cancelled flight gets a refund of just 9 dollars. The person who was dealing with my issue was honestly a bit brusque, and not very helpful. I was told to apply for the refund again, and that I would have to wait another 30 days.

In the end, I didn't receive any kind of substantive refund; just the nine dollars, which is honestly more of a slap in the face than a refund. If this is Kiwi's version of a guarantee, then they can keep it.

I've booked with them many times and have recommended them to my friends and family, but that stops now.

I will never use their service again, and neither will any of my friends and family. An absolutely appalling way to do business.

Date of Incident: AUG 28, 2018
Kiwi.com Booking Ref#:8237343

I booked a flight through KIWI.COM from Manila - Edmonton with layovers in Taipei and San Francisco. Everything went well for the first leg of my flight! Got to Taipei and San Francisco without any problems. Went through the US Immigration and Border Security without any delays.
I was just about ready to give the site a positive review as I still have almost four hours to spare before my next flight. Went to check myself in at Air Canada counter as that was the airline assigned on the Itinerary given to me by KIWI.COM only to find out my name was not in their system! The lady at the Air Canada counter was nice enough to help me by looking up at their system but unfortunately, after all he efforts, I was told that my name is not listed on that particular flight.
I tried calling KIWI.COM to figure out what's going on only to be told "they will get back to me in FOUR hours"! I was like, REALLY?!?! I am here, supposed to just be waiting to be boarded and this is what you're going to tell me?
So I waited, ONLY TO HEAR BACK FROM THEM THAT AIR CANADA DID NOT CONFIRM THE FLIGHT I WAS SUPPOSED TO BE ON! Really?!?!You only figured that out now?! How the heck can that be when the luggage receipt I have as well as the itinerary that was given to me by this company is saying that my final destination should be Edmonton! At this point I am already panicking but still, I tried looking for another flight for myself as I don't have any plans of staying in that airport overnight, and I don't deserve to sleep in the Airport overnight as I paid a good amount of money for this trip just to get to Edmonton right away as I have a Family Emergency so every freaking second counts. I did not get any answer. So I ended up booking another flight for $609 CDN plus $25 USD to check my luggage in. I am a frequent traveler and never have I ever had any bad experience from booking with an online website or agency until this one. KIWI.COM changed my perspective with online booking. No one deserves to experience that awefully traumatic experience I had with this company.
You should be paying the entire amount I shelled out for another flight and luggage charges as well as the amount that was charged to me for that supposed SFO - YEG flight!

I have bought tickets on Kiwi from Nagoya to Kular Lumpur with connection in Taipei.
China Airlines didn't allow me to board because, accord to them, my passaport would require a transit visa, which is not true and can be checked on IATA website and Taiwan and Brazilian consulates.

Since 8am from 10/Aug I have been calling Kiwi for a solution and the answer was always: you in receive an email in 2 to 4 hours. I have made 7 calls!
Almost 24 hours after the first call, I have received an email with an alternative flight if I pay additional USD 1, 000.00. An absurd!

I have paid for insurance and guarantee with Kiwi and it is my right to receive full reimbursement of my tickets. Kiwi should also be responsible for the money I have spent calling them for no solution (USD 100) and hotel expenses since due to they delay to provide me with a feedback, it was considered a non-show by the hotel.

I expected to have this issue solved in prompt basis.

Im not happy with you guys and i will not be booking with you guys ever.
I booked a flight with you guys and also got travel insurance but i have put the wrong date of birth on them. I have changed it on my flight but have not change it on my travel insurance as i live in new zealand and the complain that you guys gave me is in the uk(axa assistance). I have rang them serval times and i keep getting cut of as it is expensive to call from nz to uk. Now i have wasted money ring them serval times and have run out of calling. So the travel insurance is usless to me. Thanks for ruining my trip i will not choose you airline again. Not happy at all!

Dear sır or Madam,

I am writing that regarding my flıght whıch I bought ıt from Kiwi agency.
I bought my flıght 22 may 2018. I was going to fly to İstanbul over ıtaly. I arrıved to Stansted (London STN) about at 5 am at 23 of July on Monday mornıng. My flıght was 8.45 ın the mornıng. I prınted out my boarding pass. I havent receıved any emaıl from agency for onlıne checkın and I contacted them. And they sent my boarding pass by emaıl.They havent ınformed that, my flıght date has changed or emaıled me. They confırmed that, my flıght was ok and they sent my boarding pass. And when I arrıved to the aırport they saıd that, they changed my flıght tıme and ınstead of flyıng mornıng I will fly ın the evenıng. So ı had to waıt 14 hours ın the aırport. They saıd Rynaır ıs nor responsıble for that. So I contacted to agency and they admıred that they made a mıstake and forgot to ınform that my flıght tıme ıs changed therefore I mıss my other flıght ın Italy and Istanbul. I trıed to explaıned them and they saıd they wıll emaıl me ın 3 hours. Fınally They offered that. I wıll fly ın the evenıng and stay ın Italy 1 day and waıt ın Istanbul about 10 hours.I had to accept that as I dıd not have any other optıon. I arrıved to London STN aırport about at 5 am ın the mornıng and I was ın Turkey at 5 am ın the mornıng on Wednesday. Soıt took 3 days to fly to Turkey.

I mıss my mum operatıon ın Turkey and I stayed ın the aırport about more then 24 hours.
Can you please let me know, what would you do. ?
I am askıng them kındly refund please.

Thank you
My flıght detaıls:

London Istanbul
Departure 4h 40m
1. Flight - Mon, Jul 23
London STN 08:45
Bologna BLQ 11:50
Flight no: FR194 Airline: Ryanair Duration: 2h 5m
Layover 2h 50m
Pick up and recheck your bags
Kiwi.com Guarantee
2. Flight - Mon, Jul 23
Bologna BLQ 14:40
Istanbul SAW 18:15
Flight no: AZ7054 Airline: Alitalia Duration: 2h 35m
Visas More in Manage My Booking
May be required in: Turkey
Return 4h 40m
1. Flight - Fri, Aug 31
Istanbul SAW 12:55
Prague PRG Terminal 1 14:40
Flight no: PC301 Airline: Pegasus Duration: 2h 45m
Layover 2h 30m
Pick up and recheck your bags
Kiwi.com Guarantee
2. Flight - Fri, Aug 31
Prague PRG 17:10
London SEN 18:05
Flight no: BE6181 Airline: flybe Duration: 1h 55m

Do not book with this Company!

One of my flights was cancelled due to strike. I had two flights to take from Palermo to arrive in Brussels. Turns out the flight Rome-Brussels was cancelled and they offered me another flight that was less convenient, so I called them to try to arrange a better option.
First time calling kiwi, they say i need to call Ryanair directly. I call ryanair and they need the information used during booking, which we do not have in hands when booking with this company. call kiwi again, they cannot disclose that information. call ryanair, and the guy tells me this is BS, all other airline online agencies disclose this to their clients. call kiwi again, no chance - i need to solve my problem with ryanair, with information they cannot disclose. After screaming on the phone, I asked for my refund online for the cancelled flight, and hope to get the money back as they say in 30 days. But after seeing your reviews here, my hopes are not high anymore :-)

I searched for return flights and kiwi came up with best price all information was checked for outbound and inbound flights so I proceeded with booking. When eticket was received it was for one way only. After 2 calls to office to confirm all ok. We then called again and sent several emails only to be told never mind just book another flight. We are now out of pocket by £2000 as I Could be booked elsewhere both flights for a total of £3000. So now I've paid £2600 one way and £2000 to come back. Service and emails I have received have been very bad not only the length of time taken to respond but no help at all.