Kiwi.com
reviews and complaints

My flight was from Lisbon to Birmingham with a stop in Dublin (reservation number [protected]). I lost my second flight because the connection was simply 1 hour and the first flight was delayed by 2 hours. After calling to Kiwi phone line I was told that they could not ensure I would have a place to stay at that night. Also they only could find a flight to the next day at 10 am. All of this situation happened on Sunday at 6 pm. How can this be possible they can't help with a place to stay? And the lady on the line was almost impossible to understand in terms of accent and bad phone connection.
Also, I ended up buying a flight by myself and they only refunded me by the price of my KIWI purchase and they still owe me 28 eur (the price of my new flight was about 156).I have already sent them my IBAN etc so they could have already refunded me but it has been already 15 days and nothing happened.
This should not happen. I don't recommend to anyone the use of the website.

Dear Customer Services Department,

Good afternoon. This is Mui Oi Ching who through your website booked air tickets ( Ref. [protected]) with Busan Airline & Jeju Airline. In now, we want to make a complaint & bad feedback to yours.​

We are travelled from Seoul Gimpo Airport with Busan Airline (BX8827) to Busan Gimhae Airport on 22 June 2019. Due to the flight delay 40 mins, we cant caught the next flight Jeju Airline ( 7C2653 ) to Taiwan Taipei Taoyuan Airport. When we arrived Busan Gimhae Airport, we contacted the Jeju Airline counter, they said that the counter had already closed, we cant catch the flight due to ready for take off. Then we contacted the Busan Airline due to delay problem, Busan Airline told us due to our own tickets transfer time was 1.5 hours, so that was not possible caught the next flight, that was problem ticket, they will not provide any offer for us. Finally, we need to book the new tickets from Busan Gimhae Airport to Taiwan Taipei Taoyuan Airport myself for next day, we also need to book extra hotel for rest due to Busan Gimhae Airport close at night time 11pm, we cant stay inside the airport & also we were wasted Taipei Hotel for one night.​
We cant understand & accept why your company can sold the impossible transfer ticket for us. We are very angry & disappointed with your company. That is not reasonable.

Please reply & give us the reason why can done like that. In now, we spend more money (New tickets & Busan Hotel) continue our travel because of problem transfer ticket, we also request that the tickets for Jeju airline Busan to Taoyuan for full refund & one night of Busan Hotel compensation.

Please follow & reply as soon as possible. Thank you.​

Best Regards, ​
Mui Oi Ching, Neko
2 July, 2018

Ann Nicholls
Booking #[protected]

My family of 5 booked flights on Feb 28, 2019 with Kiwi.com to fly home after backpacking for 3 weeks through Europe. The flight was in 2 parts, Madrid to Paris on June 19th and Paris to Halifax on June 20th. We received the boarding passes for the first flight on May 21st and were told to check on June 19th for the boarding passes for the second flight.
On the morning of June 20th we received an e-mail with the e-tickets for the West Jet flight at 11:30. There was no flight. When I called West Jet they told me that the flight had been grounded on March 13 along with every other Max 8 plane. It had been rebooked MONTHS before.
Kiwi.com had sent me an e-mail on June 16 stating that there was a schedule change and giving me 24 hours to respond or their guarantee would be voided. I was backpacking through Europe and did not look at my e-mails until June 19th when my second set of boarding passes were supposed to be available.
Kiwi.com sent me several e-mails after that indicating that there was no problem with this flight, including 4 confirmation e-mails on the day of the flight that didn't exist.
They obviously messed up.
And aside from the stress that this caused myself and my family it also cost me...

1. The original fee of $2540.00.
2. The cost of getting 5 people back to Canada from Paris which was $13754.60

What I want is full monetary compensation for this fiasco.

I have the documents to back up everything that I have told you and have spoken with a lawyer who said that I have a good case should I decide to sue kiwi.com and if that is the route that I need to go then the lawyer had advised me that we will be increasing the amount that I am going to ask for to include duress.

My Lawyer has assured me that Kiwi.com will not be able to hide behind their "24 hour e-mail" sent on June 16, 2019 given that the flight changes took place in March of 2019.

Missed my flight from Orlando to Pittsburgh due to late flight waited around for 10 hours to be told it was cancelled then called kiwi to be told no refund and had to take more expensive flight .! Stuck in Orlando until the following day until midday Kiwi answered me with disgraceful attitude and said that we can't help .! All round bad experience no offer of refund or alternative option..!

I had some problems with my check in with Ryanair on both ways of my ticket. On my way to Greece I received the boarding pass only from Bergen til Gdánsk. When we tried to check in from Gdánsk to Athens we were informed by Ryanair that the online check in was available only until 2 hours prior to the boarding time. We paid a 55 euros fee each, me and my wife, although our tickets were booked on the same reference number. On our way back we did try to check us in ahead of time but on Ryanair page our reservation number was not found. We took a screenshot to prove that we did try to check us in ahead of time, 6 hours before, and it did not work. When we got to the airport, we were told buy the ticket office representative that Kiwi used a different email from mine to make a reservation and that was why we were not able to check in. He even did informe us that kiwi used the email 41206330@mainlob.com for booking the reservation. That email was never informed to me by kiwi, so it would be impossible for me to do the online check in without paying the fee and I ended up paying more 110 Euros of fee. Since it was not my mistake I require that the agency review my situation and possibly refund me of the extra taxes I paid. I will be waiting for an answer. Thank you in advance

Hi,

After having provided my id details so that the check in could be done automatically, I received this morning the kiwi.com confirmation of the check in being done, saying also that I was allowed to take with me a max bag of 3kg.

Since that was not enough for me, I decided to add an extra bag. The minimum available was 20kg for 90 euros. A little bit disappointed to pay such a big amount I still made the payment thinking it was the only solution available to take some clothes with me. After having made the payment, I received promptly an email saying that the bag was added to the booking and there was an option to download my boarding passes.

On the boarding passes say that I am allowed to take two cabin bags instead. So as soon as I read it, I phoned kiwi.com customer service to cancel my baggage order and get refunded as I did not even need such a big bag explaining that the info given were not clear and that if I knew in advance I would never have purchased it.

The answer received was the they had their hands tied and they could not help me at all. The money are just gone.

I am really disappointed on the kind of information the website advertises
and I feel like I have received a fraud. I want to take this further, as I feel I should not be paying for this. I am looking to have the full amount refunded as I will not need the additional service at all.

Please advice me.

Kind regards,

Ginevra

I am passenger from Lagos-Nigeria to Dallas-USA. I boarded Royal Air Maroc from Lagos to Casablanca on the 20th of June 2019 in a journey that started 6:50am to 11:20am making a total of 4hrs:30 flight. I was made to wait for a whole layover of 20hrs: 35m in Casablanca then I will commence my journey on the 21st of June to New York. The duration in flight between Casablanca and New York is 7:20 am Moroccan time to 10:10 American time and making a total of 7hrs:50m flight.
I just discovered in my itinerary, that I am also going to have another layover of 20hrs:35m in New York before leaving for my final destination of Dallas on the 22nd of June 2019 via American Airlines.

I think this is absolutely inhuman for me to be on transit for 3days. I am currently bored in Casablanca as I am left alone in the lounge because I have to wait for 20hrs plus when other passengers are gone.
Please, kindly reschedule my flight so that I can leave New York on the 21st of June 2019. I am completely exhausted, I can't take this anymore.
Just reschedule this flight to 21st of June from New York to Dallas as soon as possible and get back to me on this as I am already loosing my patience.
I am currently waiting in Casablanca for my flight to New York.

Best Regards
Egharevba Etinosa
Booking number [protected]

Greetings, My name is M Muamar Nasrulloh, my credit card number [protected] has been hijacked by an irresponsible person by making a purchase on Kiwi.com in the amount of USD 155.75. Can the purchase be canceled? because I was greatly harmed by the transaction. For further information please contact me at [protected]@yahoo.co.id, +[protected]

I would like to make an official complaint.
Booking reference: [protected] (return flight Cuzco- Arequipa)
Originally kiwi.com contacted me on 26 March 2019 and provided with an electronic ticket containing flights details (see: attached file under kiwi.com 26 March).
Then again on 28 May 2019 I was notified that there is a departure time change for my Cuzco to Arequipa flight and was given a new electronic ticket (see: File named kiwi.com 28 May 2019).
As it turned out, both tickets provided contained a wrong departure time for my Arequipa to Cuzco return flight (the tickets say the departure time was 8 o'clock am while in reality the Peruvian airlines plane departed at 6.50 am; see: attachment Real departure time_Peruvian). Due to this unacceptable mistake, I missed my flight and was forced to purchase another ticket with LATAM airlines which cost over 130 American dollars in total (see: LATAM receipt attached) not to mention all the stress caused (had another long flight back home on that day from Cuzco so not arriving on time in Cuzco would mean that I am going to miss the other flight which yet again would mean losing lots of money and not turning up at work etc.)
I fully expect a refund for the damage caused as it is definitely kiwi.com who is at fault for not exercising diligence and sending wrong information.

I expect that you will take your responsibility for the damage caused and deal with this matter accordingly.

Regards,
Milena Olender

Hi.
I didnt get my transit visa to germany today, So I want to change my flight from Doha to Tunisia for 18th, 19th, or 20th of June but I couldn't find the label ''Change my flight'' in the ''manage my booking''section.Please can you help me make the necessary changes as soon as possible because my first flight is 18th at 2.55 am.Or d you advice me to refund and make another booking.
Nihel HEDFI EP HEDFI
booking number
58 595 889

Kiwi.com is literally a Scam!
I have six days left for my flight, and I received an e-mail which says the second leg has changed to a time that I can't catch anymore with the first leg. I called the customer service, and they say they offered a flight, but it already has expired (within one day!). I asked him what do we do now then he says that they will send me a new offer between 48-72 hours (!) -I have six days left in total- and the offer will be available for 4 hours, but I have 24 to accept it?!?!?!

-What do 24 hours mean then? -"You have 24 hours to accept the offer with Kiwi guarantee ma'am."

-What if I accept it in the 5th hour? -"It's not possible ma'am since the offer will not be available after 4 hours."

-Let me make it clear. You will send me an offer for my flight that I already booked in three days -"Yes ma'am"- and I need to catch that offer within 4 hours after you send it to me? -"Yes, ma'am"- In this case, I don't sleep in the next three days. -"Yes, ma'am"- Are you serious?! -"Yes, ma'am"-.

Customer experience: mind-bending!

I booked a flight that was to depart from Cleveland Ohio through spirit that was to arrive through JetBlue on 8 June I was sold that I would not have to pay a second fee for my luggage and which I was charged did not have the money and was left stranded in Orlando booked another flight for the 17 th in which I was told that was changed to the 14 but upon receiving the the booking information I noticed there were no changes made

Dear Madam, Sir,

I booked a ticket for a flight from Barcelona to Charleroi on June, Friday the 7th with Ryanair.

We landed at 16:40 instead of 13h50. Due to this delay, I missed my bus (Flixbus at 17h10 for 7, 09€) to Lille and the last train to Calais. So I took a blablacar for 8, 50€ and then, I had to rent a car (one day) from Hertz to go from Lille to Calais. (128, 64€) I have all the receipts with me.

It's not normal that I have to pay all this because of the flight delay.

Please tell me how you can fixe it and support me.

Thank you in advance.

Regards,

Nicolas Routtier
Booking ref: [protected]

Good day! I have received an email, from kiwi.com that they changed my flight ticket.
I spend it around 4 hours to find this ticket good for me. This means, to arrive fast at destination, and to have 3 hours between the last flight. Why happened this? I payd almost 500€ for the ticket, i payd also for the insurance.
I would like to request another ticket in the same day, how i had my ticket. Below i will send you proves, with ticket changes.

Kiwi.com, is careless and unprofessional handing customer care and lack responsibility as a company. I bought a ticket through Kiwi.com, a three stop to my final destination. On 4 June, after waiting an hour and a half in the checking-in queue, I was notified that my flight departed early and that kiwi.com failed to informed me with the final changes. The last email I received was on 28 May with the old itinerary timing and Emirates changed their timing on 28 May.

One day later, I am still waiting to hear back from a customer representative. Their negligence toward customer services has failed me. I will never use Kiwi.com

I had a connecting flight from Ukraine and had to know whether I would be changing terminals or not as if I were, I would have needed a visa. I had to call Kiwi several times and had an overall 30 minutes conversation with them which costed me 12 pounds on my mobile bill!
Moreover, on my way back because of the delay in my first flight I missed my connecting flight to London and was forced to stay in Ukraine terminal for 12 long hours while other passengers were sent to hotels for the reason that I hold a British travel document which requires visa to exit the airport. Ukraine International Airline refused to apply for my visa.
I have emailed Kiwi several times explaining the situation asking them to follow up the case with Ukraine airline as they did in the first case before my flight. But Kiwi is just playing stupid and answering me as if they do not understand my English emails. They are not willing to take any action or responsibility in forwarding my message to Ukraine Airline and helping me request for a compensation.

We booked a flight with kiwi.com for $217.89 but due to circumstances had to make a change of 2 days earlier. We contacted an agent at Kiwi.com who did not speak English clearly and did not completely understand our issue...she had us cancle our flight instead of making a change and so we nearly lost the entire payment as we were only provided with $27.49 as a refund. I am extremely disgusted at the lask of customer service and I wish to speak with someoine to recieve an additional refund, , , , , , even our baggage fees were not refunded and they were nearl $50.00... This is abhorrent! Please contact me as soon as possible...booking number is 52 227 439..

To the Manager of Kiwi.com,

My name is Emilian Deneanu. I am writing to complain about one of your services regarding my flight.

I bought from Kiwi.com a set of 4 flight tickets from Bucharest to Madeira-Funchal with one stop in Lisbon for the period of 9-16 April 2019.
I realised that I am not allowed to do the check in online for 3 out of 4 flights one day before the flight. So I called your Customer service number to signal the problem as I did not have enough time between the flights to do another check in and go through security and to the gates (especially because the flights were from different terminals).
I was reassured by your staff that I have one hour between the two and it is more than enough. When actually I had ONLY ONE hour between the LANDING of the first flight and the TAKE OFF of the next one. But between the landing of the first and the BOARDING of the next one I had ONLY 20 minutes. It is ridiculous and absurd to believe that 20 minutes are enough to get off from one plane, go to another terminal, check in for the next flight, then go through security check and then to the boarding gate.
Obviously, when we (my wife and I) eventually made it to the boarding gate we were told that the boarding is already completed and they've already closed the aircraft.
Hence, we were forced to buy another tickets for the next flight available (which cost us 500 euros) in order to get to our destination in time and avoiding to loose our booking at the hotel for our Honeymoon.

As it was clearly your company's error, I request for a full REFUND for the new tickets or else I will sue you in a court. I am not going to pay for your error as it is very clear from the booking and the tickets that the time was NOT enough and hence we were not able to get on board of the plane.
Looking forward to receiving your official answers,

Regards,
Emilian Deneanu

I am complaining about my holiday that was ruined because you did not offer check in for connecting flight at Katowice which meant with an hour between landing and flight we were late checking in so the flight you booked was over booked so we could not fly for a further 6 hours ruining our holiday as we missed the speedway qualifiers on the Friday afternoon which is whywe had a early flight to start with. We did not arrive in Warsaw till after 8:00pm which was to late. So I want compensation for this error you made! My first time to Poland and flying with Kiwi.com and definitely the last

WHOM IT MAY CONCERN

Hi,
my name is Leemichael Liptrot i'm writing to you on complaints about flight MT1327 on the 06/05/2019. Serviced by Thomas Cook Airline.
I am completely dissatisfied and disgusted with not only the amount of time the flight was delayed but how I was personally treated as I was having a panic attack which was medically proven once I was finally seen too by medical staff at Venice airport.
I was sat in seat 13b on the left hand side of the plane and as the plane was just taking off a excruciating sound was coming from the left wing engine, so excruciating I had cover my ears just lower the sound slightly. I knew there was something wrong straight away and I knew the flight wasn't safe to be on, but instead of turning back around the flight kept going, which made me scared even more. The flight crew were saying that everything is ok despite obvious facts it wasn't. I knew it and after around 30 - 40 minutes of flying we were finally told that the plane will have to land at venice airport, without any further explanation or apologies or further informations. Once the plane had finally landed (which was an awful landing may I had) i needed to be off the plane a.s.a.p as I couldn't breathe, i was hyperventerlating, I was feeling faint, feeling like I was about to vomit. Desperately needed fresh air. I was completely scared of the awful event I had just experienced and instead of respecting my wishes and being concerned for my well being and let me pass onto stairs (which was absolutely safe at that moment) the cabin crew was blocking my way and also telling my wife that "I won't be fit to fly so you better stay quiet". They forced me to stay on the plane and told me that the engine crew was more important and had to board the plane 1st to check the engine. I know the engine crew has to check the information inside the cockpit but I find this absolutely disgusting that passenger safety does not come 1st in a life-threatening situation. As it should be. Anything could of happened with that engine and we were being made to stay on an unsafe plane! After around 5 mins of my wife trying to get the point across to your cabin crew and explain obvious things like that i needed fresh air to breathe properly and sugar to raise my blood pressure from feeling anymore faint and explaining that she knew the procedures for this case as she has worked for other airline for two years, they finally allowed me onto the stairs of the aircraft and gave me a cup with fizzy pop in it apart from that no concerns were met by cabin crew to see if i was ok and didn't even ask if I was ok. Worth to mention that whilst explaining procedures and the situation to your cabin crew, my wife instead of apologies at least, been treated in a very rude way by one of the female member of the cabin crew on flight from Split to Venice, not offer any help as well with making joke about my health condition at that moment, which we find disgusting.

Whilst sitting upon the stair way the cabin crew was saying they're not going to let me fly back home, which made feel even more worse than I already was.
I clearly stated that I could not be on that plane due to plane's condition and my condition due to plane malfunction, you had other passengers that were upset and even both adults and children crying to the cabin crew and still they had no concerns for any of our well beings. The cabin crew was not interested in giving me or my wife free pass outside even when I was about to faint. They were blocking the exit of the aircraft with no consideration for my wife's feelings for my wellbeing in this traumatic situation. Finally a medical staff arrived from Venice airport where they took me to a medical centre inside the airport where after examination I was confirmed to be suffering from a serious panic attack (copy of the medical report attached) and gave me medicine to calm down my heart rate and nerves, after the medical staff saw fit that I was ok and was in a fit enough condition to be able to fly they saw fit enough for them to let me go from the medical centre and they put me in a wheelchair because my legs was still unstable to walk on and with cooperation between medical team and the airport staff they safely placed me in a restaurant where they made sure I was fed and had plenty to drink to get my energy back up. I was told at this point that a new plane had been organised due to the original plane had been stated to be unfit for flight which proved my suspicion was correct and that I was not over exaggerating which further upset me about the whole experience as I felt embarrassed by your cabin crew saying that I was over reacting when I wasn't as well as feeling horrible with my medical condition at the time.
I find this disgusting and traumatic that cabin crew treat me that way in front of all passengers.
After a few hours of waiting and finally starting to be stable enough to walk around again I had to walk to the new flights gate as I was told that someone would come and collect me but nobody shown up on time, so I made my own way to make sure I would catch the flight and not miss it, upon the arrival at the gate I came across the other passengers who were not sat near the engine wings and did not know what was fully going on due to poor communication from once again the cabin crew. the other passenger's told me that they only fully knew what was happening 2hrs later after being stuck on the plane worried and then being told that the plane was not fit to fly, the other passengers then continued to ask if I was ok and then apologised to me after being told by your cabin crew that i had over reacted and that there was no need for any concern, I was completely upset and felt totally disrespected for my feeling from the cabin crew.
Once we had finally boarded the replacement flight which was suppose to be a 19:30(local time) departure from Venice ended up being 20:37(local time) departure from Venice which started my nerves and heart rate to rise once again but fortunately this time the new cabin crew were much more co-operative and communicative to keep us informed of what was happening. finally the plane took flight but only landed at Manchester airport at 22:09(local time) which was nearly 9 hrs late (8hrs and 40 mins to be precise) which was the worst 9 hrs of my life, due to the lateness of the flights and it being bank holiday in England all transports had ended earlier causing me to getting a taxi instead of train or other public transport form and costing me a further £45 pounds to get back home by taxi seeming as your company thomas cook airlines did not see fit to supply there passengers with any transport because of your convenience not ours.
Not to mention missed appointments planned for monday afternoon.

scheduled departure from Croatia:
11:30 UTC 06.05.2019 (10:30 ENG TIME)
landing time in Venice:
12:20 VEN 06.05.2019 (11:20 ENG TIME)
scheduled departure from Venice:
19:30 VEN 06.05.2019 (18:30 ENG TIME)
actual departure time from Venice:
20:37 VEN 06.05.2019 (19:37 ENG TIME)
arrival time in Manchester England:
22:09 MAN 06.05.2019

After all the exhaustion, stress and grief from this terrible experience from Thomas cook airlines flight and cabin crew i would a total refund on both mine and my wife's flight and a financial compensation for all the stress and grief you put me through.
If I don't hear from you and receive compensation for my traumatic experience with your airlines I will be forced to take legal court action and retrieve a full compensating amount.

Kind regards:
Leemichael Liptrot
Dominique Magdalena Zuk