Kiwi.com
reviews and complaints

Good evening,
My name is Marin VLAD.
I have booked online on KIWI.COM a go & return flight ticket.
My booking flight No: [protected].

On 13th of January 2020 - I had a RESERVATION FLIGHT ( PNR ) : L1ZMYL
Flight No : OE347 LaudaMotion Airline
Departure: 13/01/2020 at 14:35pm
From: Bucharest OTOPENI Airport ...to Vienna Airport ( to arrive at 15:15 )

At Bucharest OTOPENI Airport the departure ( flight ) was DELAYED almost 3 hours ! New departure hour was at 17:05 pm ( instead of 14:35pm)

Because LAUDAMOTION Airline DELAYED with NO reason the first segment of my flight, I HAVE LOST (because of them) my next flight from Vienna Airport to Liverpool John Lennon Airport ( again with LAUDAMOTION Airline !)
Reservation flight ( PNR) : V63SGZ
AIRLINE: LAUDAMOTION Airline
Flight No : OE114
Departure time: 17:00pm from Vienna Airport
Arrival time : 18:35pm to Liverpool John Lennon Airport

When the plane landed in Vienna Airport ...NOBODY from LAUDAMOTION Airline wasn't interested to offer us an ALTERNATIVE connection flight to continue my trip to the FINAL destination - Liverpool !
I have PAID a full ticket ( online) to LAUDAMOTION Airline to provide me a SECURE flight from : Bucharest OTOPENI Airport to Liverpool John Lennon Airport ! But LAUDAMOTION Airline...didn't RESPECTED their obligations !

So, I had to BUY URGENT in Vienna Airport a NEW fly ticket to arrive in...EDINBURGH ! ( no flights - connection from Vienna Airport to Liverpool John Lennon Airport very soon !).

So, I have BOUGHT online ( again) a NEW flight ticket from Vienna Airport to...EDINBURGH ( Scotland ).

And from Edinburgh ( after I landed the next day ) I continued my trip to LIVERPOOL ...with the COACH ! And again I HAD TO PAY other extra money for the COACH ticket to arrive in LIVERPOOL !

INSTEAD TO ARRIVE IN LIVERPOOL on 13th of January 2020 at 18:35pm with the plane ( LaudaMotion Airline )...I HAVE ARRIVED in Liverpool on 15th of January 2020 at 06:00am ( with the National Express coach ) !

And I HAD TO PAY ( because of that DELAYED flight from Bucharest OTOPENI Airport with LAUDAMOTION Airline )...another £61 pounds to arrive in LIVERPOOL later with 36 hours ( with the coach !)

I want to RECEIVE BACK...all the money what I have spent to arrive after 36 hours later in Liverpool !

I CLAIM COMPENSATIONS for that DELAYED flight from Bucharest OTOPENI Airport to Vienna Airport :
Booking No: [protected]
Passenger : Mr. Marin VLAD
Reservation flight No ( PNR ) : L1ZMYL
Flight No: OE347 Date of flight: 13/01/2020 Airline: LAUDAMOTION Airline

Departure time from: Bucharest OTOPENI Airport at 14:35pm ( this was the DELAYED departure time. The CORRECT departure time was at 17:10pm !)

please assist in refunding my flight from Rome to Boston, Ma.
Upcoming trip # [protected]

i mistakenly cancelled the trip for Olivia rene Cassidy, immediately called Kiwi customer service to reverse it and was lied to.

KIWI told me I had to get it reversed by Air Italia. I called them and they told me only KIWI can reverse it. I called KIWI back and they called the airline.
I said i would accept one of the 3 scenarios.
1. refund
2. re-instate and see what happens with corona virus.
3. issue a credit.

Customer service did not help at all.
please reconsider and issue one of the 3 options above.

Feedback
Web results on KIWI reviews below. you should fix this.

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I

24/02/2020
To whom it may concern,

My name is Marly Martins de Oliveira, Brazilian, passaport number: FY217952

I am writing to you regarding my flight on the 22nd of January 2020 from Rio de Janeiro, Brazil- Galeão airport GIG to London Gatwick with Norwegian airlines- flight number: DI7502

On the day of my flight I had fell down the escalators at Galeão airport and hurt my arm. I am 60 years old and I have several health issues. Therefore, I have to take medication every 6 hours. I was not aware that Norwegian Airlines did not provide a meal or drinks on board. The flight was carried out for 11:50 hours and I wasn't able to get even water on board without having to pay for it. When I purchased the ticket it was not specified that food and drinks weren't provided. I found the treatment given by the airline appalling. Luckily, on the day I had my niece accompanying me and she was able to pay for water on board for me as I do not have a bank card.
I have a flight on the 27th of March 2020 from London Gatwick back to Rio de Janeiro, Brazil- flight number: DI7501 with Norwegian Airlines.
After such an unpleasant experience with the airline on the way to London I do not wish to fly back with Norwegian airlines again.
Haven said that, I would like to ask for a reimburse of my return ticket or any other alternative.

You can contact me on my email: [protected]@gmail.com Phone number: [protected]

Looking forward to hearing from you.

Regards,
Marly M. Oliveira

When I called them after couple hours of the purchase, I explained for their representative that I'm calling for the reason that I need to know some details about my check-in luggage, and they surprised me by saying that my reservation has no check in luggage options! And I replied to them how do you expect from an international passenger to travel without check-in luggage?! And they said that's how is my flights will operate! that's when I requested to cancel the tickets and they said it may take couple days, a week after… that's when I emailed them to follow up on that transaction and they never responded!
I ended up loosing over $1000 since I never used their tickets.
they are the worse provider, lairs, unprofessional, tricky and in general I can say Scammers!

My partner purchased tickets online with you and she flown to the Philippines and now is out of pocket $2500 as you company refused to help get my partner and her son and grandmother home
As my Stepson passport expires in 4months and Air Asia refused to fly my Stepson home which kiwi.com booked with. We paid you guys $1400 so what the hell happens to this money.

Kiwi.com sold me the flights departing from Exeter at 10:20 on 8th December 2019 to Vilnius via Paris, arriving at Vilnius at 19:25 on 8th December 2019. This flight involved a self transfer at Paris, arriving at 12:50 and departing at 15:50 on 8th December 2019. Although it was clear when I bought these tickets that this would involve self transfer, it was not clear that this would also involve transfer between two separate airports Paris Charles de Gaulle and Paris Beauvais some 48 miles apart from one another. Nowhere in the self transfer guide provided in the kiwi.com e-mail to me of 15/11/2019 does it identify that there may be a need to transfer between airports (only terminal buildings). Furthermore I do not believe that there is a reasonbly practicable means of achieving this transfer within this time. All the following would need to be achieved within 3 hours: Airplane taxi to terminal, disembark aircraft, passport control, luggage collection, walk through airport to point of transfer between airports (by what means is unclear), wait for means of transfer, transfer between airports, check in, security, transfer to gate, boarding of airplane, airplane taxi to run way. On this basis, I request full refun for the price of these flights on the basis that you have sold me flight requiring a transfer that is not practicably achievable.

I booked my ticket on kiwi application..i did everything right..i took screenshots also and when i did the payment, the application hung up and crashed and then the ticket which i recieved shocked me as it said the ticket is gonna be on 20 October instead of 20 january ..i cqlled 5 times the customer service they said we have checked everything, the mistake is from your side..i said can you show me the data where it shows i booked it for 20 October..they said sorry sir we can't..it was 420€

Dear All,
As per my last phone conversation with Kiwi customer service regarding
my refund status you mentioned that no guaranteed refund available in my case, I am obliged to escalate the case to the governmental
customer protection department.
I've booked a ticket with Kiwi.com from Tunis Carthage to Krakow,
Poland with a transit of 1, 5 hours in Nice, France for the 1st of
January at 6 pm.
I got surprised when I got to the airport while trying to check-in ly
luggage that no luggage is confirmed with the airline nouvelair
and obviously with the second airline wizzair.

I've been arguing with nouvelair customer service because I had a
printed confirmation from kiwi with the added luggage of 20 kg and cannot travel without it since the second day is my first day in my new
job in Krakow, Poland also calling kiwi customer service several times
in order to find a solution without success and boarding has been
closed and missed my flight.

The funny resolution of Kiwi customer service comes via email after 30min from the boarding has been closed and I missed my flight they acknowledge that they failed to add my luggage in both flights Tunis-Nice and Nice-Krakow and asked me to pay the requested amount at the airline 150 Euros and still don't know how much will be for the second flight will cost me either if they will accept any luggage to be added ? but anyway it was too late even if I wanted to do so.

By calling their customer service several times because they hang up
on me, many times and then they called me and offered me an alternative flight Tunis - Rome- Krakow on the 2nd of January at 9:15 am or a partial refund of 237 euros. I did accept the flight proposed but I doubt that I might have the same issue once again moreover by going through flight details, I've realized that there were more than 4 hours of transit in Rome compared to my first flight 1, 5 hours and as should be at the airport at 7 am so I had to start from home from 5 am from my place since I am located e hours far away from the airport and no transportation facilities are available at this time.

I did call kiwi customer service right away again after checking the
trip details and before receiving any confirmation of ticket or
E-ticket to let them cancel the flight and informed them about all
that information in order to request the refund proposed previously
of 237 euros and explained to them all the inconveniences accrued
and that I am in a position to take that flight and to keep my choice of refund.

Today morning I received an email from Kiwi.com informing me that
since I accepted the alternative flight the refund of 237 Euros is no
longer available and that any possible refund is subject to the decision of their claim department within 30 days.
They can not guaranty anything for now.
They did not care that I missed my flight, lost my money because of them and might lose my job also because of their unprofessional services.

I spent two days calling them and wasting my time and my nerves.
I've lost my money around 334 euros and they don't care about all that.

I would suggest suing this company as they are stilling customer's money with obvious fraud and screwing their life and wasting their time.
we need

This kind of company should be stopped and penalized

שילמתי אלף שקל לטיסה לאמסטרדם ב16.4 וקיבלתי החזר כספי של שמונים שקל! אני רוצה את הטיסה בחזרה, זה לא מתקבל על הדעת ובשום פנים ואופן אני לא אזרוק לכם תשע מאות שקל על טיסה שביטלתי חצי שנה מראש! אני נאלצתי לבטל את הטיסה עקב לימודים אבל הודעתי על כך מראש, אתם מחזירים לי פחות מעשירית מהכסף ששילמתי וזה פשוט גניבה, אני מעדיפה לטוס גם אם זה יהיה בכוח ולא לזרוק ככה לפח תשע מאות שקל שעמלתי בשבילם ומעבר לכך אתם לא זמינים בשום מקום, אי אפשר להגיע אליכם, זה פשוט שוד לאור יום.

Booked flights to Barcelona for 2 people, added on two sets of sports equipment to the journeys. The booking explained to use the app, the amount then was given on the app for £149.00 on manage my booking pay now. When we clicked on it took us to the card payment to which we paid. When we received the confirmation email it stated we had only paid for one set of equipment for one person. Rang kiwi instantly and tried to explain that it did not state this was for one person as we requested two. We asked if they could take the return payment and put it on the outgoing flight for second set of equipment as we can leave our stuff with friends. We were then told this could not be done and we could not get a refund. Appalled at the service, the app is shocking that it did not show this properly and we would not of had this error. Won't be using kiwi again and will ensure I tell everyone about the service

Booked a flight on Regent Air from Dhaka to Cox's Bazar and back for December 11, returning December 15, 2019. The outbound flight was cancelled, so I bought a ticket on Bangladesh Air and was told to get a refund from either Regent Air or kiwi.com. Kiwi tells me they don't handle the refund because they did not cancel the flight. Regent Air tells me to get the refund through Kiwi.com. So I am stuck between a rock and a hard spot and going nowhere for a refund.

Its the third time i am getting on a plane with my girlfriend and once again we will have to sit separately. Since I book all those times both tickets together and in one transaction, one would expect that the seats would be next to each other. But ofcourse not. Do something to change your system or add the feature that the customer can choose his seats, especially since you do the automatics check in. Its so frustrating!

Dear Sir/ Madam

I would like to make a complaint about Kiwi.com and the unprofessionalism I experienced when dealing with your company. After asking for spelling mistake to be corrected on my booking through your company on 7/12/19, I was receiving emails from many different representatives from your Travel consultant department. I was flying with Easy Jet from Gatwick airport at 8.35 on 9/12/19 and was finally sent a payment link at 19.00 on the 8/12/19 for 30 euros for the mistake to be corrected. I made the payment through this link to then be told it would take hours for the change to be processed.

Upon arriving at Gatwick airport and checking in with Easy Jet I was informed that the spelling mistake on my e ticket and boarding pass was not a problem as it was only one letter. But as my booking had been changed there was no record of the 60 UK pounds I had paid for extra baggage, so I had to pay an extra 7 pounds for my baggage to be allowed on the flight. If your representatives had been in touch with Easy Jet which they assured me they were, they would have been told that the misspelling of my surname was not a problem. So I paid an extra 30 euros through the incompetence of your Travel consultant staff, then an extra 7 UK pounds as they had lost the record of my payment for extra baggage.

I have attached the receipt I got from Easy Jet for extra baggage to this message and I will forward you the email payment link for the 30 euros I paid for the information to be changed on my booking, I would like this money refunded in full. My reservation number was [protected]

Yours faithfully
Gary Manley

This website is a scam. I want my refund of $140. I did not search out this website. It automatically loaded in my browser when I was attempting to book a flight through Frontier Airlines. I called Kiwi the same day and informed them of the mistake and was told repeatedly by staff that I was not entitled to a refund even though I recognized the mistake soon after booking. They could have easily canceled the reservation. I asked to speak with the manager and was also told I was not entitled to a refund.

Booking reference [protected]. Originally booked thru kiwi flight from Tel Aviv to Manchester via Milan on 27.10.2019 - self transfer. Did everything possible to ensure we would meet connection - VIP package etc. Flight in Milan brought forward by 1 hour - stopover 1 hrs 20 min instead of 2 hours 20 when originally booked. In line with kiwi guarantee - at the time - have no suitable alternative ie 15 hour stopover etc. The flight I ultimately booked on was easyJet direct - which was not an option given to us.
There is no one who would reasonably have expected us to catch the connecting flight. KIWI should have made us aware of that and therefore request for refund being denied is very upsetting. Your help to resolve this issue would be appreciated.

I request everyone do not buy tickets online from kiwi.com. I made a reservation to fly Bom to Cok for Nov 8th 2019 to Nov 11th, 2019. I received a confirmation of ticket after an hour showing reservation made for Nov 5th, 2019 and return Nov 9th, 2019. I was surprised and called to inquire. I was forced by every agent saying I selected wrong dates. I know how to make reservations and very confident for dates. But Agent and Supervisor did not help me. I asked to provide screen shots showing I choose different dates but no help received. I have decided NEVER EVER BUY TICKET FROM KIWI.COM.
I kindly request everyone not to use this website as they are not at all helpful.
Please do not use kiwi.com

Hi,
Our flight was delayed and due to this we took our car later than expected, car hire company charged us 45 eur penalty. We are talking not about several hours later, but half an hour.
Our flight number W61593, 25-26th of October.
Car hire company is ALAMO BY ANT in Lisbon airport.
How you suggest to solve this problem?
Looking forward to hearing from you soon.

Sincerely yours,
[name removed]

Dear Sirs,
I booked return flights from Birmingham to Helsinki leaving on Sunday 20th October and returning on Wednesday 23rd October. I could not check-in on line so having hired a car which I returned at the airport I proceeded to the check-in desk and was told all 84 seats on plane had been sold! I had purchased a ticket with a third party supplier and would be added to their 'standby list'. I was unable to check my luggage in and told to wait should a passenger not turn up or I could fly at 10am the next day!

SAS did not appreciate that a connecting flight was booked in Copenhagen. I was stressed and anxious having already returned the hire car and having paid £600 for accommodation in Helsinki which was non-refundable. I was one of four passengers on standby for that flight.

If the outgoing journey was bad enough I then had to telephone the airline as my flight from Amsterdam to Birmingham was not confirmed. I was told there were seats available on the Flight from Helsinki to Amsterdam but I needed to pay 45 euros to check in luggage whereupon they could confirm I would have a seat. Speechless, where are these warnings on your website? When I then landed at Schirphol and got to the departure gate for Birmingham it was closed! Having explained my luggage was on-board I was eventually able to board be it exhausted. I am 63 years old and disabled. Finally, when I arrived at Birmingham, you've guessed my luggage didn't. I was told the transfer time was too short and they would probably get it in the next day or so and would send by courier.

The travel booking with your company spoilt my journey and resulted in panic attacks that I have managed to avoid for over a year. I still have the standby orange labels and receipt for the 45 euro luggage and confirmation. Why did this happen and how can you assure me it will not happen again please? I think it reasonable you your refund the cost of the flight to Copenhagen (£97.36) having spent £422 and 45 euros on flights with your company. I have taken up the matter of the lost luggage with the airline although the transfer time was not of their making. I am very disappointed and hope that my experience is not typical of your service.
Yours faithfully,

Lawson John Coombes
Tel: +[protected]

I made a booking and paid for my baggage

i then was told that they couldn't add my baggage on so i had to return a refund form back to them which is pretty time consuming and receipt copies which i had not budgeted for as i didn't plan to spend nearly 300 pounds on my baggage

having sent them copies of the 3 receipts all with dates and times on and amount they did not refund me i have sent several emails all of them have replied saying there is no date when there clearly is on each copy

the whole situation is an absolute joke!

I thought they were cheaper but i actually got robbed of 300 pounds this is now put my account into debt! i'm now having to use my credit card to see me through i would NEVER use this company again and strongly advise you to find a different company when booking as they rob you and also didn't even put my gate number for my flights

My booking no. in Kiwi.com is [protected]. I brought a ticket for 3 persons on 25th June 2019 . The original schedule is from JTR to MXP on 1 Oct 2019 with layover in BRI (confirmation attached).

On 19th July 2019 I received a notification from Kiwi.com saying that I was affected by a schedule change initiated by airline (48 hours earlier than the original schedule), Kiwi.com gave me 24 hours to choose a flight from the alternatives that offered. One required 5 transfers from JTR to MXP, while others required extra cost which are more than twice of the original price. I called the hotline of Kiwi.com. A travel consultant, Johhny D., answered my call and told me that if the alternatives do not suit me, I can cancel the reservation and get a full invoice price refund. Then, Johnny sent me an email to confirm the commitment (the email is attached). I have reviewed all the alternatives offered by Kiwi.com but none of them suitable for my travel plans. I found another flight schedule that suitable for my plan from Kiwi.com's website, then I asked Kiwi.com's staff to offer it to me as an alternative but its staff rejected my request. I therefore chose the refund option as advised by Johnny. The cancellation is not voluntary.

I have paid €402 for the ticket of which €226 is the cost for ticket and €176 is the cost for luggages. I also need to paid €530 to buy another ticket. However, Kiwi.com only refunded €177.49 after deducting €20 as handling charges.

I forwarded the travel consultant's email to the claim department of Kiwi.com. However, its staff refused to honor the commitment.

If Kiwi.com refuses to honor this commitment, how can customers trust your integrity? One might suspect that Kiwi.com used this rescheduling method to offer customers unrealistic choices and make money by cancelling booking with partial refund or even no refund.