Kiwi.com
reviews and complaints

In the month of January, this year (2019) I booked a trip from Timisoara, Romania to Naples, Italy, for the month of September. For the trip I needed 4 flight, two to get there, and two to get back. In June I was notified that the departure of last flight, from Bucharest to Timisoara, operated by Ryanair, was postponed for 7 hours. Therefore, I requested a refund for this, through the Kiwi app. Attention, I pressed the refund button, not the cancellation button, because you have both options! (or at least that is what I was lead to believe). I received the requested refund. BUT I was never notified that my ticket was also cancelled! As you can see from the attached photos, that last flight, from Bucharest to Timisoara, was always shown as still booked. I actually received an email from kiwi, the day of the flight saying, I quote, "Airport Check-in Required - The airline is not allowing online check-in for your flight detailed below. You'll need to check-in at the airport using a printed copy of your e-ticket.". I found that e-mail very strange, so I went to the Ryanair desk, to ask about my reservation. Only to be told that I have no seats reserved for that flight. So, in order to get home, and since at that hour there were no other options, I had to buy tickets in the airport, for the same flight, at the cost of 1317, 96 RON. I want to be refunded this sum of money, since I was never notified that I had a cancelled flight!

I bought a flight from Estonia to Reykjavik...
With A stop in London...
We had 3people travelling...
When I bought it said that everybody have 10kg luggage and so I just bought 20kg extra.
At the airport they said there's only 20kg suitcase so we had to pay for our luggage...
Later in London...
Since there was no sign about the 10kg luggages again...
We had to take one...where was big bottle of conditioner with us to security ...
I had to leave it behind...

I was stuck in Istanbul airport with limited internet so I bought a ticket from Kiwi.com. The were quick to deduct the money from me but they did not send me the ticket. I did not have anymore internet afterwards and i had to pay £30 to get a turkish sim just to get internet so i can get in touch with them. They replied every 1 hour later or more and then kept on giving me rubbish excuses. Aftere 10 hours they sent me my ticket with my name wrong. After that they asked me 200$ more to change the name which was wrong. It was their fault and they wanted to rip me off. I send them an angry email to explain them whos fault this was. Finally they acknowledged it was there fault and said they will send me the correct ticket. They never sent me the correct ticket, only when i landed back in the UK with the wrong ticket in my hands. I was under tremendous pressure because of these idiots at kiwi who have absolutely no idea how to run a businss. Because of you i suffered panic attacks and anxiety attacks. I NEED COMPENSATION FOR THE WAY YOU TREATED ME!

Use Kiwi.com at your own peril! It cost my wife and I over $3k to return home due to a cancellation by Norweigan Air from our return home flight to the West Coast via NYC via Kiwi.com. We also lost our hotel reservations in NYC and connecting flights. No flight cancellation notice was issued by airlines or Kiwi.com, despite flight canceled the week prior. No connecting flights were available for the next 2 days and we were told Boston closet connection 2 days later our only option. The bottom line, this 3rd party travel option is a bad option to book international travel. Refunds stated to take 60 days. We will never book travel with this organization again. Life is hard, but harder if you travel Kiwi.com. Do your self favor and book with airlines direct. Thanks, Kiwi for doubling the cost of our vacation budget!

Hello,
I've made this booking 11/09/2019, yet when i went on my flight the 6th of October, Easyjet airline denied me from boarding to their flight claiming that i don't have a visa to the UK .. and when i told them am there for transit only and my destination is to Seattle and its online a connection they said its not their problem and they cancel me off the flight while i was there ! and that happened around 04:40 AM and my flight was suppose to be departure around 07:05 AM and when i asked for alternative option they said we don't have and you can call our support ! if you want, which i did and they wasn't helpful at all which am gonna list on all reviews website there is with a claim on them!. so i called Kiwi from the airport to tell them my situation and they told me to contact the immigration office to confirm my situation if they are right about their claim ! which i did and they told me since i have US visa am allowed to transit in the UK ( which i did before back in January ) and when i confronted Easyjet supervisor at the airport she said " we know but our policy is different " and when i said its not my fault here and they should look for a solution she said am sorry but i cannot help you.
however since i missed that flight i missed the one after with Norwegian Air UK which leaves from London to Seattle and i didn't contact them yet since i had to rush and seek another flight going to Seattle and paid 551 Euros to book ! and now i have a return flight with both Airlines from Los Angeles to London and from London to Amsterdam and i have no idea what is going on and i would like to make changes and see if i can get a refund since i paid for extra luggage as well and wasn't even be able to board !.
i hope i was able to clarify as much as possible the situation here and for further info am more than willing to offer ! am gonna list this case as well on other review websites and follow it from there !.
lots of regards,

that's the mail I've sent to Kiwi.com and waiting for their response on it !
i never been so frustrated in my life and over priced in my life like that i had to pay for everything including 1 luggage just to be able to take my cloth cause it wasn't included and yet i wasn't able to be boarded yet i was before transited in UK but Easyjet wouldn't allow me cause they have different policies they say ..
and now am holding on Kiwi to do something about it since they said their guarantee doesn't cover visa issues ! however i would like to refund what i can now and change my return flight which is in the 24th - 25th of November before i fell into the same trap and get nothing in return!.

thanks for reading.

Hi,
I am writing this letter to complain about your system on ticket booking as well as the customer service at your Philippines call center agents. We had a flight booking from Lourdes(LDE) to Paris (ORY) this Ocr 4, 2019 via airfrance 1863 with the following names: Mitzi Banate( ref# WFAWG4), Annabel Mocling (WS6U7L) and Mylene Mombay (WFAWG4). The e-ticket detail provided to us by your office stated a checked in luggage of 15 kg and hand carry luggage of 5kg. I tried several times to contact your customer service in Manila and asked them how to manage our booking as we need to add an additional weight for checked in luggage. None of those whom I contacted with had any knowledge on how to manage our booking. All they did was to direct us to the Airfrance via long distance call. When We arrived in Lourdes we called the Airfrance office and asked them about adding additional luggage. Only then we realized that our allowed checked in luggage is 23kg instead of 15kg specified on out ticket detail and hand carry luggage of 12kg instead of 5kg. If only your company or customer service correctly specified the required max luggage, we could have no problem getting anything off hand during our trip. You have an incompetent employees and your system is very complicated. This will be the last thing that we'll direct our booking at your website and never will I refer your website to any acquaintance, friends or family. I hope you will improve your system. I would greatly appreciate if you will respond to my email at [protected]@yahoo.com. Attached is the jpeg of our booking ticket details

My name is abdulla rguiaa el ouahbi
My email [protected]@icloud.com
I have made booking to flight the 3D October
The record show that they toke payment at 2nd October at 20:00 they haven't send me anything until I went to airport the British airways the duty manager is helping me
And I called kiwi they said hold line 1, 30 min waiting they come back to they said we will refund you the money in 10day I nearly had hard attach this is crazy I have went to sir port 4h before I toke taxi because no train in morning and in the end I lost everything
I will not forgive that I do all my best for them to pay this and I have to let know everyone about this company
So I need your help please

Dear sir/madam,

We have purchased a trip in Kiwi.com , an online travel booking agency, and there was a double booking that led to a situation in which we feel damaged as a client. 
While booking a trip, Kiwi's system noticed us that our previous payment method (credit card) had been refused, and therefore we attempted to make the purchase via Paypal. Later we realized that Kiwi had charged our credit card as well, even though the system clearly indicated that this method had been rejected. 

We received a notification email (screenshot is attached to this email) stating that there had been a double booking and that the money would be refunded via the chosen payment method within 24 hours, unless we chose another refund alternative. 

Although we did not intend to use any credit to purchase further trips, and would have liked to have been reimbursed via transfer to our bank account (original payment method), Kiwi's team insisted that we had already been refunded through online credits, and that we should just be satisfied in using those credits to book another trip.

Considering this was not our option and that the double booking happened due to what we perceive to have been a failure in their payment gateway, we asked for the credits to be converted back and withdrawn via our initial payment method, yet, the team refused to acquiesce.

We would therefore like to present a formal complaint against the company and would kindly ask if you could investigate into Kiwi's sales system.

Thank you for your kind attention.

Nuno Alvim
[protected]@avp.org.pt

I am Military, and I had to go to a funeral. In the midst of what I was going through, I double booked a ticket. I tried to cancel with Kiwi and they said absolutely no refunds! Not only is this company non sympathetic their poloicy and rules are horrible. I will never use this company again, and i will be sure to tell all of my military counterparts as well!

I recently booked a flight through Kiwi.com to fly from Amsterdam to Southampton Airport on the 18th of June. This flight did not exist as i discovered recently they had ceased flying this route on the 31st March.
I managed to secure another flight with a different airline and paid an additional £107.64. I have rung Kiwi.com six times, each time assured i would be contacted within 24-48 hours, this has not happened.

I would like my £67.31 refunded

Booking number is [protected]
Flight number was KL919
RERLX4 invoice number-[protected]

hen I made the booking through Kiwi.com, there was only one baggage purchase option available for 15 kg, which I purchased. There was no other purchase option on the website or at any time after. When I arrived at the airport, Easyjet charged me 90 Swiss Francs for my bag because it was 5kg beyond the limit (had I been informed of any issue in advance or that there was no way to pay the normal difference in fee, I would simply have brought a carry on bag, which easily would have fit 5kg).

The employee at Easyjet check in, Ehsan, and his manager, Suzanna, refused to wave or reduce the fee. But Ehsan directly admitted that Easyjet knew there was a problem with the Kiwi website and that many customers had complained, but "not enough" for Easyjet to bother to do anything about it. He admitted explicitly there was no other way to purchase the larger baggage option on the Kiwi website (you would have to know you need to download an Easyjet app, and then use the app, which is not an option ever disclosed). Eshan also said I could have bought two bags at 15kg, which is absurd, as there is no way to know that Easyjet would allow you to combine them for single bag, and also would have been more expensive than the larger bag option which was never made available.

This is the legal definition of fraud—it means Easyjet is allowing or encouraging Kiwi to sell its tickets in a fraudulent manner so it can charge passengers exorbitant amounts at check in. Kiwi.com;s response was beyond fraudulent--it didn't even address the issue, its website, the information I was given, nothing. This company is a fraudulent, criminal enterorise.

Hi,

I had booked a ticket from Budapest to Montreal a couple days ago (sept 19th). I missed my connection flight due to the slow transfer from CDG to ORY by a shuttle bus.

After arriving to CDG from Dusseldorf Germany, I waited about 30 minutes for the shuttle to come and was stuck in heavy traffic toward ORY. I got to ORY 10 minutes prior to the plane departure. I had 3 hours in between airports to transfer and it did not give me enough time to make my flight back home to Montreal.

I re-purchased a ticket 2 days later on september 21th with Level, as the were no flights that night or following day.

It would be very nice to get a refund or some compensation for this event, as it was not in my control to speed up the transfer between airports.

I would kindly appreciate any help. Any additional information will be provided upon your request.

Thank you,

Veronika

[protected]@gmail.com
[protected]

I booked and paid for a flight displayed on the screen. The minute I clicked on the pay button for the stated amount, your company was locked into a contract with me as a buyer and you as a seller. Few hours later I received an email saying the price has now changed and I should pay the difference if I wish to fly. The flight was for the next day and I had to change all my plans. AFTER we pay for something, we expect to receive it no matter how much the price fluctuates. I incurred loss off £500 and I expect to receive that.

Booking number: [protected]
10/008/2019

I bought a ticket to Sofia Bulgaria from Frankfurt, the cost of the tickets was 243 euros, i paid with Paypal and then after several hours i didn't get my ticket but an email saying that my reservation needed to have a payment confirmation procedure, which is regular in case of credit card payments not Paypal. after asking for a refund, which they made very hard to do to gain time, they send me the tickets, which i cancelled because i had to buy due to emergency to a different provider which was the same airline, which provide me with cheaper tickets by the way and paid thru Paypal. when i asked for my refund they refunded me 27.63 euros!, and they said it was the airline policies. all this process in general took less than 5 hours! so its clearly a scam website. be aware of it!

I had bought 4 flights from kiwi.com to get me back to the uk, I got to the airport and spirit air had cancelled my 1st flight due to hurricane that had already passed orlando, and orlando was open, infact spirit had all ready flew a few flights out of orlando the day before my flight, and had flew one too bogota from orland, this was my trip but in reverse, ok so at the check in desk we was advised flight was canceled due to weather.. but then the pilots where in the que and I asked one of them, are we flying, he said, they are taking the plane back empty, because there are no crew, but this means its not directly the affect of the hurricane, and so does the fact that there was four other companys all leaving from bogota going to orlando on that same
morning, and all left on time. this indercates theres issues with manergment skills,

So first our options was to recive a refund, of 180dollars, even tho I paid 207 dollars for my fight, or fly instead of sep 5th, sep 15th, ok ten days later, then I have to concet and fly too the uk, and decide this right now, how was I meant to now cover a eu flight in ten days, prices are going to be crazy, all the way from south america, oh and if I wanted to accept the payment I was been charged airport fees, even tho I could of been then planning on not using the airport, and flying from any other city here, right, so basicly I was apaying the airport fees for the empty plane.. this is all spirit issues upto now
I had contacted kiwi to let them know my issues, all in time and even before id missed my conecting flights.. espically the one toeu, I had given them over 5 hours of notice..
kiwi was told it was due to bad weather even tho we was told in the airport it was the fact there was no crew.
so..
next day I went bck to the spirit office and told them about all the information on the flight leaving ect, they accepted that it was not direct the fault of bad weather, but the fact of no crew, due to the weather, and too me thats management skills, nothing to do with me or my garentee.. or weather
so they gave me a certificate, recipt saying that this was the case, issue of staff, iv sent it to kiwi.com and they are still holding onto the fact the hurricane was happing, but its been proven otherwise, they wont give me alternitive flights that iv paid 550 euros for and they have been extremly one sided, no help no advise, on the final call the supervisor in the philiphens hung up on me, very rude
iv spent hours trying to fix this, now im taking it to small claims or whater ever other option I am advised on from here

resalution would by to compansation for my loses, either by refund before flight had departed or to get me home on nxt available option
date happened 5th september 2019, flight number nk1922, I have full read kiwi term on garantee.. and I am fully in complience,
they need to submit my documentation, recipte from spirit air too spirit and the civil airport aurthority. civil airport aurthoritys accumpanyied me to the office and this is all on their records, at el dorado airport bogota colombia

Kiwi.com booked me two flights to get home from Majorca to Stanstead. However they didn't realise the second flight was from a seperate airport in another country. I rang on the day to say what shall i do. Was advised to take an hour long taxi by the kiwi representative, who was apologetic it was a different airport. The cost of which was 173 euros. Now the say the fault lies entirely with me. They booked the flights they should have informed me it was a different airport. I feel I should be entitled to some compensation for the stress and hassle of having to go to another airport for my transfer flight . I was travelking with my young son at the time.

Dear Kiwi Team,

In regards with the booking number above, my first was delayed at narita airport scheduled to depart at 8.55 but only departed at 10.20 am local time at narita and arrived in SGN only at 1400 hrs delayed by 1 hours my second flight departs 13.15 and i didnt had enough time to self check in after pick up my baggage The moment i went to check in counter i only had 15 min and the boarding closed.I was helpless and non of the crew member helped me.i did seperate booking with malindo air on the same day and return to my country. im so frustrated with this booking, and i lost my trust on this website, kindly assist to arrange my refund since its not my mistake and delay by airline,

Dear Kiwi Team,

In regards with the booking number above, my first was delayed at narita airport scheduled to depart at 8.55 but only departed at 10.20 am local time at narita and arrived in SGN only at 1400 hrs delayed by 1 hours my second flight departs 13.15 and i didnt had enough time to self check in after pick up my baggage The moment i went to check in counter i only had 15 min and the boarding closed.I was helpless and non of the crew member helped me.i did seperate booking with malindo air on the same day and return to my country. im so frustrated with this booking, and i lost my trust on this website, kindly assist to arrange my refund since its not my mistake and delay by airline, below are details

E-ticket
Kiwi.com booking number: [protected]
Tokyo Kuala Lumpur
Departure 8h 5m
1. Flight - Sat, Aug 31
Tokyo - Narita International NRT 08:55
Ho Chi Minh City - Tan Son Nhat
International SGN
13:00
Flight no: VJ823 Airline: VietJet Air Duration: 6h 5m
Layover 2h 15m
Pick up and recheck your bags
Kiwi.com Guarantee

2. Flight - Sat, Aug 31
Ho Chi Minh City - Tan Son Nhat
International SGN
15:15
Kuala Lumpur - Kuala Lumpur International
KUL
18:15
Flight no: VN675 Airline: Vietnam Airlines Duration: 2h 0m

Visas More in Manage My Booking
Required in: Vietnam
Kiwi.com Guarantee - 24/7

Regards,
Tamil Selvi

This website is very UNRELIABLE!

The booking number of the flight that has been cancelled and refunded is [protected].

The booking number of the flights that I want to cancel due to the cancellation of the other connection is [protected].

Yesterday I have made two bookings one from Thessaloniki to Warsaw and from Warsaw to Berlin.

Four hours later I have received a message saying that they were not able to book the flight from Thessaloniki to Warsaw because it was SOLD OUT.

So obviously I did not need the flight from Warsaw to Berlin since I was not able to get there. So when I called and asked to cancel that booking I HAVE BEEN ASKED TO PAY THE CANCELLATION FEE which was almost 50% of the price I have paid for the trip. Now I have receive another email saying that I have to pay actually the full amount of my reservation so no refund is possible!

I believe this is ridiculous since it was not my fault that I had to cancel that journey. It was simply a bad website system that does not tell you in real time if flights are available or not.

I will NEVER use kiwi.com again since I am looking to enjoy my holiday and not to put extra stress while doing it!

I recently booked a flight with easyJet airlines via kiwi.com which I payed through my visa debt card. my payment went through and it had asked me for all of my passport details which I submitted and got my booking reference. however Two hours later I got an email saying it couldn't process my flight as there was a technical issue. I called the customer service support number to query this. I was very confused as the money showed it had been taken out of my bank. Once I got through to them I spoke to a man which he told me that the reason it hadn't gone through was because there was a "technical issue" with the website and the flights were actually sold out but still showed up on the website and still allowed me to book! Firstly I am appalled that it actually let my payment go through when that was the case but secondly to then find out it can take up to 10 working days for me to get my money back? This is a absolute joke. The reason I booked this last minute flights was because I really needed to get to my destination ASAP. Okay I understand that there was a "technical issue" but to not refund my money straight away is an outrage. The 420 pounds spent on the flight was thr only money in my account and the flight was for tomorrow. Not only do I miss being able to fly out tomorrow I now have to wait for the money to reach my bank for me to organise myself another flight which probably won't happen until 10 working days. This is disgusting I have never experienced anything like this in my life. no one actually tried to resolve my issue and offer me alternatives as to what I could do! This service is a joke

I am extremely annoyed by Last minute service. I paid for 2 tickets fro my mother in law and brother in law to go back to Chicago on 16th August via London Heathrow airport. Reference [protected]. Reservation: WPRYAV / WQEMK2; e-ticket: [protected] /[protected]. I drove my family on time for check in and all. At boarding, the two were denied entry after check in. The query was premised on the way the ticket was issued; that you only issued one ticket with 2 references, however, Sandra Elia Mubanga (according to Brussels Airline would only go as far as Brussels) Because the 2 are on the same ticket, they were both denied entry hence could not travel. I made several attempts to contact yourselves but only to speak to a recording; as well, my details that I used to book the tickets with, were not recognized (telephone said not to link with the booking reference number) .
I travelled all the way from Merseyside to drop my family at the airport. I lost money on parking, on fuel and refreshments. I travelled to and from Merseyside twice as I had to come back after the flight left without them. They were stranded at the airport for hours. No one was available to speak to me from your office. At 2236 hours, you sent email with boarding passes for Miami to Detroit but did not provide one for Brussels to Miami. The airlines queried this and said that Sandra Elia Mubanga's destination is Brussels. Hence they were left behind. Brussels said that the way you issued the e-tickets was not something they could split as they were no boarding passes for onward terminals.
I find this appalling that you failed to provide a service that I paid for. I am left counting costs. My mother in law and brother in law have lost out on wages as they are supposed to resume work on Sunday in Chicago. The amount of stress and anxiety that this has caused cannot be ignored! I want to know what you intend to do? I would like the trips rescheduled or refunded.

I paid for these tickets and demand answers