Kiwi.com
reviews and complaints

I recently booked a flight with Kiwi.com from Tallinn to Zurich with a stop in Berlin. I was assured that my connecting flight would be accounted for using the Kiwi guarantee. However, the day before my flight, Kiwi informed me that my connecting flight in Berlin was moved up. What was supposed to be an hour and a half connection was now 30 minutes, which was impossible with a self-transfer. Kiwi provided three options, but none of them were satisfactory. I could either keep the 30-minute connection, select a flight with connections totaling over 20 hours for no extra cost, or pay $70 extra for a flight that would get me back to Zurich late Sunday night.

I called Kiwi to see what they could do concerning the $70 extra charge because my connection was guaranteed, and they provided zero free options that would get me back to my destination when I needed to be there. After being on hold for a while, I was put on the phone with an agent who was very rude and lacked basic human empathy. She did not try to understand my situation and was not flexible when they guaranteed something. I asked if I could at least get my flight canceled, but she said that I could not cancel anything because my flight was the next day and they offered me alternatives in place of paying the extra $70.

I understand that the airline moving up the flight was not Kiwi's fault. However, they should have taken the responsibility to ensure that their customers had the best options to get home. If I wanted to get back 20 hours after Sunday, I would have just bought a flight that leaves on Monday. Overall, I would not recommend Kiwi.com to anyone or use their services again.

This review is pretty long, but if you're thinking of using Kiwi.com to book your flights, I suggest you read it. My friend recommended Kiwi to me, as she uses it frequently to travel back home to Columbia. I was traveling to Vienna, Austria with a friend and I didn't want to spend a lot of money. I found that Kiwi offered the best prices, so I decided to book with them. I made the booking in late May to fly out on Sunday, July 7th to Vienna. I had to take three different flights with three different airlines, from Orlando, FL to Glasgow, Scotland, then to Dublin, Ireland, and finally to Vienna, Austria.

Unfortunately, a little over two weeks before my flight, the other person who was supposed to fly with me couldn't go. Sadly, I didn't pay for insurance for my flights, so I had to pay for whatever cancellations or name changes on his ticket so someone else could go with me. I take complete responsibility for that. However, what I don't take responsibility for is what happened when I tried to make name changes. This is where Kiwi's customer service was horrendous.

As stated on Kiwi's website, any changes to a ticket must be made at least 48 hours before the flight's departure. I requested to make a name change on the night of Friday, June 28th, almost 9 full days before the departure of my flight. I immediately got an email from Kiwi stating they received the request and to give them no more than 48 hours to hear back from the airline to find out if the name change can be done and whatever fees are associated with that.

Fast forward to the following Wednesday morning, well over the 48 hours I was quoted, and I had to contact Kiwi to find out what the status of the name change request was, only four days before I was supposed to fly. All the customer service rep could tell me was that they were still waiting to hear back from the airline. They said they would put my case as a priority.

On Friday morning, two days before my departure date, I still hadn't heard from Kiwi. So I called them again. They finally had an answer. I was allowed to change the name for a fee for two of the flights (Glasgow to Dublin and Dublin to Vienna). But for the flight from Orlando to Glasgow, no name change was allowed, so I just had to rebook that single flight for the other person going with me. I was a little upset that it took so long to get an answer and I was the one to contact them, not the other way around. But, at least it was taken care of.

When we arrived at the airport in Orlando, we discovered our flight to Glasgow was delayed. Although we had a decent layover time in Glasgow to catch our flight to Dublin (about 3 1/2 hours), I felt that we were still going to miss our connecting flight. So I immediately called Kiwi just to give them a heads up that we might miss our connecting flight. And with their "guarantee," I thought for sure we would be okay and they would get us on another flight once we landed in Glasgow. Well, that was not the case.

Since I was unable to change the name on that one ticket from Orlando to Glasgow and had to buy a new ticket, Kiwi told me that my friend would NOT be covered because she didn't have a connecting flight. Even though she DID, it was just under a different booking. ALSO, Kiwi asked me what the delay was for and I told them it was due to weather. They told me they don't cover weather delays AT ALL! WHAT?! They told me the airlines would cover it. Unfortunately, since our connecting flight was with a different airline, they wouldn't cover it either.

So, we ended up missing our connecting flight in Glasgow, which resulted in spending an additional $1088.00 in flights out of our own pockets to get to Vienna. I am very upset with the customer service I received from Kiwi. They didn't help one bit and didn't seem to care.

Their "guarantee" is a joke. How could they not cover weather delays? And how come they quoted me no more than 48 hours to receive an answer, and it took them almost 7 days PLUS me contacting them to get an answer on a name change?

I highly recommend you stay away from Kiwi for booking your flights.

I recently had an experience with kiwi.com that left me feeling extremely disappointed and frustrated. I had booked a flight for my parents to come visit me in Toronto, but unfortunately their return flight was cancelled less than two weeks before their departure date. The airline, Primera Air, did not provide any explanation for the cancellation, which was unacceptable to me.

When I checked the alternatives that kiwi.com had offered, I was surprised to find that they were for flights TO Toronto, not FROM Toronto. I immediately contacted customer service and was promised an alternative within 48 hours. However, when I called back after two days, I was given the same answer - wait another 48 hours.

This went on for several days, during which time my parents were unsure if they should still come to visit me. They were unable to afford additional expenses and had to return to work on July 2nd. I was heartbroken to hear them crying over the phone, and frustrated that kiwi.com was not able to provide a solution despite multiple calls.

To make matters worse, the flight to Toronto had a layover in London with Ryanair, and I had specifically asked kiwi.com to handle the online check-in process to avoid extra charges. However, they failed to do so and I had to call multiple times to receive the boarding passes. This caused unnecessary stress and anxiety for my parents, who received the passes only an hour before they had to leave.

When my parents arrived in Toronto, I gave kiwi.com four more days to offer an alternative flight, but they failed to do so. I had to call again and wait for two hours to speak with a manager, who finally offered a few alternatives. However, my parents had to pay a price difference and leave a day later than planned, causing them to miss work on July 2nd.

To add insult to injury, kiwi.com was unable to add luggage to their flight tickets. Overall, I had a terrible experience with kiwi.com and would not recommend them to anyone. The customer service was unhelpful and the company failed to provide a satisfactory solution to a major problem.

I recently had a terrible experience with Kiwi.com and I feel compelled to share it with others. Despite what sponsored bloggers may say about Kiwi having cheaper tickets on connections, my real-life nightmare happened just two days ago when Kiwi ended up costing me way more for a simple direct flight that I had booked more than two months before departure.

To make a long story short, Kiwi never completed my booking but never notified me about this. And guess what? They charged me anyway, both at booking and until this day! For over two months, Kiwi failed to notify me and refund me the money for a job they never did. I was led to believe that this was just a normally processed booking because Google travel sent me an email saying the reservation was confirmed and this trip was clearly in my Google travel app. I only found out at the airport that my boyfriend and I didn't have tickets! After spending hours on international phone calls with Kiwi, they acknowledged their mistake and offered to refund the money. I was going nuts at that moment, I couldn't believe my ears! For all the trouble they caused me, they were only going to refund me the money they were never supposed to charge in the first place! I was furious! In the end, they offered me about 400 euros compensation for two failed but charged bookings, but this is not nearly enough for even one ticket home for the next day.

No one should be in that kind of situation. No one would have that kind of capacity to play that kind of game in that kind of situation, and if you travel reasonably, you know situations always happen. This is just not what you want for a vacation and thousands of miles away from home, no matter how much you think you saved, it will be very likely to cost you more in the end -- money, time, and your health.

Here is the analysis: Kiwi is incompetent. They didn't book a simple direct flight right, didn't send a notice for the failed booking, didn't refund money for failed booking, and didn't stop booking partner from sending misleading email. I talked to three representatives, and no one could explain what happened. Ok, fine, system glitch I guess. But what's more, Kiwi is dishonest. When what they failed to do causes people so much stress, money, and time, they try to get away with it by just refunding the money they were never supposed to charge in the first place. They also tried to blame this on me as if it's the customer's responsibility to doubt and investigate for a booking that is charged and emailed with the word "reservation confirmed." What's more, I never received an email notice for a booking that failed. When I pointed out the obvious inconsistencies in their laughable arguments, they had another offer. Kiwi is straight scoundrel. After paying hours of international phone calls, each time a different person answered the phone, they came back with seemingly different offers that essentially made me pay for a new flight on my own. It's pathetic how they present them as different offers; they are insults to basic intelligence!

After they ran out of tricks, their final offer was 400 euros compensation for two failed bookings. This is not nearly enough to get even one ticket home the next day, let alone the phone bill, transportation, one night hotel, and absence from work. "That's the final offer," they said. No explanations. I was about to burst a vein in my brain at that moment. It's either I damage my health or just hang up.

Kiwi doesn't just make mistakes; they are unethical in responding to their mistakes. If you are a decent person who values your time and yourself, you will end up losing to companies like Kiwi.

This is my first time booking with Kiwi. I didn't think much of it, even though this is not a popular site I normally use. I thought there should be basic assurance that a company at this level can do a simple booking. If for some reason not, at least don't charge me. If a mistake is made, at least correct it. I offered Kiwi to just cover my new flight home and one night hotel for 50 euros - this is the basic of basic of what they should do for screwing things up this badly. Kiwi came back and said no. There are so many levels and steps Kiwi could do to prevent a mistake, and if not correct a mistake, they chose the most disappointing approach each time.

So in conclusion, you don't want to go through what I went through, truly. STAY AWAY! YOU CAN DO BETTER THAN KIWI!

I recently had a bad experience with Kiwi.com when I purchased an airline ticket and my name wasn't on the list when I went to check in. The agent assisted me in booking on another airline, but I requested an immediate refund for the service that I paid for but wasn't performed. Unfortunately, my request for a refund was denied, which made me suspicious that this company might be a scam.

I reached out to Kiwi.com via their messaging system to inquire about the status of my refund request. However, I didn't receive any response for several days, which made me even more concerned. I decided to escalate the issue and threatened to investigate if they didn't provide me with an update as soon as possible.

Finally, after several messages back and forth, Kiwi.com informed me that I had used a coupon for my booking, which made a refund impossible. However, I knew that I didn't use any coupon and that I had a confirmed booking from another airline for the same trip. I provided evidence to support my claim, but Kiwi.com still denied my refund request.

I requested to speak to a senior manager to review my case, but Kiwi.com informed me that they don't provide phone support and that all concerns would be addressed through their messaging system. I was disappointed with their response and felt like they didn't fully understand the material facts of my case.

Overall, my experience with Kiwi.com was frustrating and disappointing. I would caution others to be aware of their policies and procedures before booking with them.

I recently booked a trip with Kiwi.com for the 1st of August, but unfortunately, one of the flights was canceled and I received an email from Kiwi.com the next day. They suggested an alternative flight for an additional fee of 173, which brought my total flight cost to 883. I spoke with their customer support team on the phone, who advised me to take the alternative flight.

However, the next day, I received another email stating that the flight I had paid for was changed and would depart 24 hours later, causing me to miss all my connecting flights. I contacted the airport where I would be stranded, and they informed me that I would not be able to leave the airport or stay there for longer than 24 hours.

I immediately contacted Kiwi.com and asked them to quote me the prices for all flights after the delayed flight and move them one day later. They quoted me a price of 201.33 on the phone, and I asked them to send me the proposal by email as soon as possible. They promised to call me back with a supervisor, but unfortunately, it didn't happen.

Later that day, I received an email at 11 pm, which suggested that I fly on the 1st of August, but with a transfer of 34 hours at an airport where I would not be allowed to leave. This was contrary to what I was quoted on the phone, where I would have a one-day layover in a city where I could leave the airport.

I contacted the customer support team again, and they assured me that a supervisor would contact me within 24 hours, but it never happened. After several calls, I finally spoke with a supervisor who gave me three options, all of which required me to pay additional fees ranging from 201 to 970.

I was disappointed with the service provided by Kiwi.com, as they suggested changes that were not helpful and always required additional fees. They also failed to make a small correction that I requested and refused to contact the airlines to confirm the delay. Furthermore, they promised to contact me with a supervisor, but it never happened, and they did not take my phone number despite assuring me that they did.

Kiwi.com also proposed a compensation process that would take six weeks, which was not ideal for me. Additionally, they only allowed me to request a refund for the other flights after I arrived at my destination, which was inconvenient.

Overall, I was disappointed with the service provided by Kiwi.com, and I would not recommend them to anyone. If you are considering taking legal action, you can contact them via email or send a written notice to their address in the Czech Republic.

I had a really bad experience with Kiwi.com when I was trying to book a flight from London to Athens in March 2020. I was desperate to get out of the UK because of the Coronavirus outbreak and I found what I thought were cheap tickets on Kiwi.com. But it turned out to be a big mistake.

The flight was cancelled and I couldn't get through to anyone at Kiwi.com to help me. The only options on the website were to rebook the flight and pay a lot more money or pay extra to get a promise of a refund. I was really unhappy with these options and I spent hours on the phone trying to speak to someone who could help me. But all the agents just kept directing me back to the website.

I was really worried that I would be stuck in the UK and unable to afford a place to stay. So I decided to book a new flight with Easy Jet, even though it cost me almost all of my savings.

After a lot of effort, I finally managed to speak to a Customer Guarantee Manager at Kiwi.com. He was really professional and sympathetic to my situation. We had a long conversation and he promised me a full refund, including the Premium Service Package fee. He even emailed me the details of our conversation and promised that the refund would be completed within 6 months.

But now, 6 months later, I have only received the Premium Service Package fee and nothing more. When I tried to contact the Manager again, I got an automated email saying that the address was no longer used and referring me to their Help Page.

Overall, I would not recommend Kiwi.com to anyone. Their customer service is terrible and their refund policy is insulting. I hope that they will eventually give me the full refund that they promised, but I am not holding my breath.

I recently booked a flight with Kiwi.com for a trip from Cartagena to Madrid with a stop in Medellin. The flight was supposed to be operated by Avianca, but I received an email from Avianca on July 6th informing me that the Medellin to Madrid leg of the flight would be operated by Wamos Air instead. I was not happy about this, as Wamos Air only has a few old planes with no room and a number of problems.

I called Kiwi.com customer service to see what my options were. The first lady I spoke to was nice, but it took her over an hour to confirm that the flight was not on Avianca. When I asked about my options, she wanted to change the days, but that would still result in the same airline. I asked to cancel my trip, but she said she could not be sure if I would receive a full refund. I let her know that it was their mistake and I should receive a full refund. She went back to consult again, but the call dropped. I asked her to confirm my phone number so she could call back if we lost the call, but she did not call back.

I called again and spoke to another agent, but she was completely unaware of their policies and had to continuously consult with others. I just wanted my money back, but after nearly 2 hours on the phone, over 90% of that time on hold, I was getting frustrated.

I called a third time and spoke to another lady who was still fully unaware of anything that happened. She said I would still have to change my flight online, but I did not want to do this because they should be liable for the change since the original flight was booked under false information given by Kiwi.com. I demanded to speak to a supervisor and was put on hold for a long time.

Finally, I spoke to a supervisor named Jeff who saw the information on Avianca's website and agreed that the customer should be advised as to the carrier they are flying with and that their system does not have the change. He tried to book me on another flight from Medellin to Madrid the next day, but I explained to him that all flights from Medellin to Madrid are on Wamos Air as of this time, and not Avianca. He then said the concern then is the change of price since the flight is soon. I had to explain to him, like the others, that this should not be my concern since Kiwi.com booked the flight with incorrect information, and did not make me aware of this.

Jeff then informed me that because of US DOT regulations, they do not have to disclose the airlines that are operating with others, therefore, there is nothing they can do. I explained to him that neither Avianca nor Kiwi.com are US companies so what do US regulations have to do with any of this. He then tried to backtrack the information, finally saying that they do not have to disclose when a carrier is changed. He then informed me that because of this they will not pay the fees to change my flight. He also informed me that because of this policy that the cancellation would be voluntary and subject to the fees of the airlines.

In other words, they have shunned their responsibility in this, do not have to let you know what carrier you are flying on, and it is not their problem. I spent a total of 4 hours and 23 minutes on the phone with Kiwi.com customer service and got nowhere. I would not recommend using this service.

I recently had a terrible experience with Kiwi.com and I wish I had read all the negative reviews before buying my ticket. I would give them zero stars if that were possible. I made the mistake of assuming that a name like "kiwi.com" meant they were a trustworthy New-Zealand-based company, but they turned out to be a clever scam or just totally incompetent operation based in Czech Republic.

In December 2020, I booked flights from Sao Paulo, Brazil to Sydney, Australia with Kiwi.com. The actual routing was Sao Paulo-London-Malaysia-Sydney, which was their choice, not mine. My original return-to-Australia flights for 5 Jan 2021 had been cancelled by another airline, so I had to take what I could get in Covid times.

Last week, I received an email from Kiwi.com advising me that the BA flight from London-Malaysia had been cancelled by the airline. That means one segment out of three was cancelled. The Kiwi.com website offered me "alternatives" - buy completely new flights from different airlines (at twice the price of the original trip, by the way), or ask for a refund from the airlines (which would basically be zero because it was a slightly discounted fare).

I contacted customer service with very specific emails asking for contact information and indicating that I just needed segment #2 of my 3 flights replaced. However, I received standard cut-and-paste answers about cancellations and selecting alternatives via their website. I then wrote back indicating exactly which flights on BA I needed as the replacement (got this information from the BA website) and again they sent me a cut-and-paste answer telling me to select one of their "alternatives".

When an airline cancels a flight, legally they have to offer you alternatives. It is not the same as a customer cancelling, but the "support" staff at Kiwi.com would not do anything to help me, or offer to get in touch with the airline (BA). Today, I managed to get in touch with the airline (BA) here in Brazil and there is just a chance that I will get out of this mess - they at least are happy with the idea of helping me find alternative flights if possible. However, Kiwi.com cancelled the actual ticket without my authorization so now as far as BA is concerned they have refunded the booking and there is nothing further they can do to help.

Kiwi.com deliberately will not help, because their whole "schtick" is based on you purchasing their "we will actually help you" "guarantee". The problem is that they will not even release information that enables you to do your own work to try and solve any problems with the airlines. In other words, the normal service you expect from any travel agency is "extra" (and then based on reviews here you don't even get it then).

I suspect that they simply hope that many people will naively accept that they must buy new (completely different) flights, when obviously this is b/s. Based on what I have read here, I would expect that they are probably teetering on the brink financially at the moment (due to Covid-19) and that no one will ever see an actual refund. Actually, I would expect them to close-up operations soon, with millions of dollars in unpaid refunds.

Whatever you do, do not book with these people unless you literally don't care if you lose your money and get nothing for it. I am not saying that will happen every time, but obviously it happens a lot!

Kiwi.com is a flight booking service that has been receiving excellent reviews on other websites, but my experience with them has been AWFUL. My husband and I booked flights six months in advance from RDU to JFK to AMS in August. Unfortunately, my husband had to cancel his trip last minute due to an unexpected deployment. We were hoping for some understanding from Kiwi, but they showed zero concern towards his circumstances and suggested he apply for a refund. Unfortunately, the refund was only a few dollars, which was a big disappointment considering we had paid over $600 for his flight. We had to deal with extra costs at the time of having to buy deployment gear last minute, which put us in a financial pinch. Kiwi doesn't seem to care if you don't get a full refund, which is very frustrating.

When it was my turn to fly out by myself, the first flight was delayed. I immediately called Kiwi to ask for an alternative flight from RDU to JFK that would get me to my connection in time. However, they said their system didn't have any flights that would get me to JFK in time. They did offer to cover my connecting flight if I missed it, but I didn't want to miss my connection because it was the only direct flight out for days. The only other option was to choose other flights with airlines that had 16-26 hour travel times with weird layovers, which would further complicate the already complicated process of getting my now delayed checked baggage over to my destination with me. I also didn't want to cut into my vacation days that were already planned and paid for. So, I took matters into my own hands and ran to the nearest flight monitor. To my surprise, there WERE flights from RDU to JFK, and I booked the soonest one so I would still have enough layover time in JFK to deal with the madness that lives there. I kept receipts, tickets, and invoices of everything so I could get reimbursed after my trip.

When I got back and went to file for a refund, Kiwi first said that after contacting airlines, I was not eligible for a refund. I tried again and asked if, considering my circumstances, I could submit my invoice for the flight I had to rebook and get reimbursed for the $300 I had to pay unexpectedly. The Kiwi rep responded (with spelling and grammatical errors - always a bad sign) saying that in the beginning, I didn't contact Kiwi asking for an alternative flight when I found out my original flight was delayed. However, I did talk to a Stella twice. Once to tell her what was going on and ask what flights were available out of RDU in time (none), and the second time to let her know I had actually found another flight out to which she said was okay and that I would be reimbursed for the cost of rebooking my flight. The Kiwi rep I was emailing said no such correspondence took place. Unfortunately, I have no way of fighting or proving this because I didn't record my phone conversations with Stella, and I shouldn't have to if they're providing the "excellent customer service" they're supposed to be.

Overall, I am sorely disappointed in Kiwi and their lacking ability to deliver on anything relating to a resolution. Their policies are scammy, and the way they make their money is on situations like mine when they screw me over and fail to deliver a refund. Lesson learned on my part to never book with a third party. It is ALWAYS best to pay the extra money and book directly with the airline. I'm recommending to all of my friends, family, and public forums here online to avoid Kiwi at all costs. The low prices are enticing, but it is not worth the stress.

My experience with Kiwi.com was a complete disaster. I booked a flight from Munich to Denver, but due to the Corona crisis, the flight was canceled. I contacted Kiwi.com for a refund, but they offered me only three options, none of which were reasonable. I could either cancel the flight and receive only 10% of the ticket price as a refund, rebook the flight and pay for both the old and new tickets, or apply for a refund, which the support team advised against.

After doing some research, I found out that I was entitled to a full refund under Austrian law. However, Kiwi.com refused to refund me and instead offered me a voucher. When I accepted the voucher, they didn't even know how to issue it, and it took them over a week to get back to me.

I have sent over 40 messages to the support team, but they have not reimbursed me for the outstanding amount of 105 euros. Kiwi.com has marked my refund request as 'closed' and has not commented on it. They even tried to make more profit from the Corona crisis by adding a 'service fee' to the tickets, which corresponds to almost the actual ticket price.

In my opinion, Kiwi.com is an inept, miserable, and incompetent provider. They do not care about their customers and are only interested in making a profit. I would advise everyone against booking through this provider. If you have any problems, you can expect to be left with all your costs.

I recently had a trip planned through kiwi.com and unfortunately, when I arrived at the airport, I was informed that my flight had been cancelled. I contacted kiwi.com and was told that they had sent an email a month prior to the cancellation, offering an alternative flight. However, I had not received this email and was shocked to hear that it had been sent. I searched through my inbox, spam, and deleted emails, but there was no trace of it. Despite my explanation, the customer service representative informed me that since the email had been sent, they could not do anything to help me.

I was frustrated and disappointed, but I continued to communicate with kiwi.com and eventually spoke with a manager. However, even after confirming my email, the manager refused to help me with my flight. I decided to contact the airline directly and was informed that the flight had actually been cancelled a week after kiwi.com claimed to have sent the email. This left me wondering if someone was lying or if kiwi.com had some sort of magical powers to predict the future.

Kiwi.com responded to my review and apologized for any inconvenience I experienced. They claimed that the airline had informed them of the cancellation via email on January 16th and that they had sent me an email on January 29th offering an alternative itinerary for free. However, since I did not reply within the required deadline, the protection of the Guarantee expired, as per their Terms & Conditions.

I was not satisfied with their response and reiterated that I had not received any email from them. Kiwi.com then asked for an alternative email address, but I was confused as to why they needed one now when they had been sending me emails before. I felt like they were trying to shift the blame onto me and avoid taking responsibility for their mistake.

Overall, my experience with kiwi.com was disappointing and frustrating. I had to spend an additional $3,000 on a new ticket because they refused to live up to their end of the deal. I hope that they can improve their communication and customer service in the future so that others do not have to go through what I did.

We are a family of four consisting of two young children purchasing as flight from London to Singapore using Etihad by using kiwi.com. On the day of our flight the most horrified moment for traveling with children happens, our name is not in the flight we booked! The depressing moment is best explain in time capsule below:

Flight detail: 3.6.2023, EY20 2.50pm departing London to Singapore via Abu Dhabi

on 3.6.2023

11am - Start to Queue up at Etihad Check in Countrr LHR Terminal 4

11.30am - We were informed our booking is not in the system.

11.30am-2pm - Horrified 2.5hours calling Kiwi.com numerous times (4 times and incurring roaming charges) but we’re asked to wait as our case is thrown to another department within their office.

2.20pm-Etihad Check In Counter closed. ALL 4 OF US STANDING IN FRONT OF THE COUNTER LIKE A POOR KID BEGGING FOR HELP! Etihad doesn’t care of us and neither took the effort to call kiwi.com

2.28pm-Received message in kiwi app asking us to move to terminal 2 as they changed us to Turkish Airlines departing 6.30pm same day. Our hotel booking in Abu Dhabi for a night transit is burnt (amounting USD70)

2.55pm - Arrive Turkish Airline Check In Counter and they move us to earlier flight departing 4.40pm as connection is too near for 6.30pm flight for IST-SIN Sector.

4pm - Waiting at gate and our names were announced on the PA system. Turkish Airlines inform all 4 of us that no food is allocated for us for LHR-IST as we came in late!

kiwi.com, you are inhuman organisation with no responsibility in the welfare of your customer. You create a depressing and bad stigma in my 2 children mind causing anxiety, fear and unforgettable bad thoughts in LHR airport. May God has mercy on your sin!

My booking number [protected]. I booked a flight for a family to travel from Haiti to the dominican republic Monday from May 15, 2023 to Friday May 19, 2023. She gave the E-ticket from Kiwi to the airline, but they told her she had to show the actual visa card of the person who paid the ticket. I have never heard of such thing with AA, Delta, United, Jetblue and other airlines. By the time the family reached out to us to send a picture of the visa, the airlines sold her place to another person. When we called Kiwi to reach to the airline and give us another ticket, they want us to pay 200+ euro for another ticket. I told then we were not at fault, give us another flight or refund our money. They refused to give me a supervisor, it’s always that a supervisor is not available to talk every time you call and refuse to have a supervisor call you back, and said they will not do anything about it. I think the authority should shut this scam business Kiwi down because people are working too hard to make a living.

On the 18th of May I decide for the first time in my life (I'm iny late 40s) to book a flight through a booking company which happens to be kiwi.com since lately I've been struggling financially even a mere £25 saving compared to buying directly with Ryanair is already a lot in my current situation. So, I place my order on the 18th of May evening and on the 19th morning I go back on their website to add my son and mine passport details. At first it shows the details of the passengers incorrect (wrong names and nationality) which before proceeding with correcting them I decide to contact one of their agents asking them why the details entered were incorrect, explaining that it's impossible that I've entered them incorrectly, entering my son's name twice and selecting a different nationality is something impossible I can have done myself. A different agent replies directly to me saying "your request to change your details has been received" when I've never requested anything I've only pointed out that the details entered were incorrect. From this moment on I've been passed on each time to 10 different customer service operatives, 10! During this stressful and highly frustrating period I even called them explaining that I've never entered the passengers details incorrectly and that I've never requested to change any details and that I won't be paying the £60 (!?) extra they were asking me to pay. Please note the flight costed £120. The manager basically called me a liar and said she went to view the recording of when I was entering my details during the initial booking. I kept saying that it's impossible and that I'm not paying anything. Then she said that she'll be willing to accept £30 as a gesture of good will but that I had to pay the £60 first and they would have refunded me £30. Yeah right. Can a company get more scamier than this? Very disappointed. I also requested to raise a formal complaint and dispute of these charges and I have yet to receive acknowledgement of it (over 24hrs have gone past...).

I booked flights with Kiwi as travelling can be complicated in the Caribbean and the journey was with multiple airlines. I am travelling from Providenciales in the Turks and Caicos Islands (PLS) to Martinique (FDF). I am scheduled to change in Santo Domingo, Dominican Republic (SDQ). The first flight is with Intercaribbean Airways and the second flight was booked with Air Antilles.

Yesterday I received notice that the Air Antilles flight was cancelled and the only other flight to FDF would not be possible due to a 30 minute connection time. As such, I need to fly to Santo Domingo the day before, spend the night there and then travel on to FDF the following day with a different airline (Sky High). This itinerary is absolutely fine for me. I often fly with Intercaribbean Airways and I know that there is a small change fee for flights. I also assume that since Air Antilles cancelled the flight, a refund of that flight would be automatically issued as they are no longer flying SDQ to FDF during that time. Changing the Intercaribbean flight to a day earlier and receiving a refund on the Air Antilles flight would mean I would hardly lose any money based on the changes - just the change fee for IC.

However, the options provided to me by Kiwi are:

1. Request a refund on the entire reservation which will mean requesting a refund on the PLS-SDQ part of the trip with Intercaribbean which I do NOT want to cancel or refund as I will lose the $300+ spent on this flight. There is no issue with their flight so they will not refund the booking. They also state that the refund will take 3 months if approved by the carrier which is an extremely long time when Air Antilles will have undoubtedly refunded their cancelled flight automatically.

or

2. Rebook the entire journey with a $10 discount - they are quoting more than $500 for a new booking and losing the whole original flight.

Kiwi are stating that I only have the option to either request a full refund, so I'll lose $300+ on a flight that could be changed with a small fee, or rebook completely and lose everything. I am now in a situation where I have to contact all the airlines individually to fight to get the bookings disconnected from Kiwi, firstly to try and change the flight independently so they are unable to cancel it, and then to find out if they received the refund on the ticket from Air Antilles and are holding it without returning it.

DO NOT EVER BOOK WITH KIWI!

A party of us booked to go to ljubljana on saturday 14th jan - tuesday 17 jan.

My friend booked me on the flight direct with wizzair reference wfdmkm, and i booked ( unaware that my frined had already booked me ) under reference [protected].

My friend asked for a refund of my flight that was booked with wizair direct , and this was sent to kiwi on 31/12/2022 for £90.98. I have been chasing this up and keep being told to be parient

due to no snow, our trip was cancelled so i already lost the money for the flight that i booked with you. I should not be also losing the money that wiz air have refunded you , that you have never received in the first instance.

I have called today and told to be patient, it could take 90 days to sort out. I have waited 108 days already so how is this fair

They take my 1865#$ refund 14$ in 15 minutes cancel . They take money with card but show in cash this is fraud. Never buy tickets online they Auto fill my all information . My bank card i surprise how they know . they confirm and cancel without my permission and after refund 14$ vey quick doing . The company in India but number is UK buy newzeland. I nothing doing confrim payment they doing . I have no idea after all done I know they steal my money. I call so maney time they did not answer.

Wrong email address

Kindly do correcrtion for my email address

hi sir

Please be informed that I have just for few minets ago booked through your system a ticket for trip flying from Amman to Copenhagen via Ryan Air , due to I was so tired I could not note that the email address was gave WRONG

Wrong Address : [protected]@outlook.com

Correct Address : [protected]@outlook.com

For your information my mobile

‪45-[protected]‬ is out of service at current time , therefore ask you to contact me

on correct email ( [protected]@outlook.com)

I am already your customer , so I need your urgent help to save my trip by your correction for the aforementioned mistake

Departure date is 21/ April /2023

Best regards

Wafa Yihya Jarjis

On February 15th, 2023, I received news that my mother passed away in Vietnam. I booked an emergency flight via Kiwi.com departing from the USA to Vietnam within hours.

On February 25th, 2023,, I arrived at SGN airport to check in for my return flight to the USA. I was denied boarding from SGN to TPE because I did not have a transit visa to enter Korea. It was during this time that I discover that the flight schedules booked via Kiwi included multiple airline carriers. Due to the urgency of my travel, I was not aware of the Self-Transfer and Visa-free zone responsibilities, or was the E-ticket provided by Kiwi clearly detail these responsibilities.

I missed the return flight from SGN to ICN and subsequently missed the flight from ICN-LAX, altogether. I contacted Kiwi for help with the matter and was informed that it was my responsibility regarding the Visa and Self Transfer.

The cheapest available flight departing SGN-LAX was for Monday, February 25th, 2023. The only available booking options were via Kiwi or via Eva Airlines. I called Eva Airlines to book the ticket to no avail. I was without an option and once again have to contact Kiwi for help. Kiwi again stated that I have to pay in full for the new one-way ticket; Kiwi also refused to apply the credit refund toward the new ticket.

On February 27th, 2023, I arrived at SGN airport 5 hours earlier than the scheduled flight from SGN-HAN. Upon check-in, Vietnam Airlines informed me the ticket issued by Kiwi provided for a 1-hour layover in HAN is not enough time for me, a 67 years old woman to Self Transfer; therefore, I will definitely miss the next flight from HAN to TPE. The only option is to purchase a new ticket departing SGN to HAN immediately to allow enough time for Self Transfer. I was afraid of missing another flight and purchased a new ticket departing SGN to HAN at 12:20 pm. Even so, at the time of purchasing the new ticket, I have only 20 minutes to run to the boarding gate. Upon arriving in HAN, I had to again run to Self Transfer into the international airport to board the Eva Airlines from HAN to TPE. I am 67 years old!

The E-ticket provided by Kiwi departing from SGN-ICN on February 25th, 2023, indicates a 3 hours and 45 minutes layover for me to Self Transfer. Even if I had a Visa to enter Korea, the hours provided were still not enough for me to Self Transfer. Again, the updated E-ticket provided by Kiwi departing from SGN-HAN on February 27th, 2023, indicates a 1 hour and 5-minute layover. This is seriously not enough time for a Self Transfer.

Kiwi is well aware of the international airline check-in time. Kiwi even indicates this on the E-ticket, “All times are local. We strongly recommend arriving at the airport at least 2 hours before your departure for domestic flights and at least 3 hours before international flights, especially if traveling with checked baggage.” Nevertheless, Kiwi intentionally sold me tickets, deprived me of reasonable times to Self Transfer, and missed my flights.

The reason I need urgent travel to Vietnam is due to the death of my mother. I booked with Kiwi with the confidence that I will have the peace of mind to attend my mother's funeral. In contrast, the itinerary issued by Kiwi added more suffering to my loss, including physical pains from running throughout the airport at 67 years old. Upon arrival in LAX, I had to request a wheelchair assistant due to the pain incurred from running.

Hello kiwi,

I close a fly ticked by your site,

It’s was included:

Bagback (10kg)

Trolley (10kg)

And a 23 kg suitcase ,

The girl in the reception told me that

The fly was included everything , but the

Plane need to pay for trolley (that was

There problems.).

She told me herself, and then I need to talk to you.

So I want my money back, for the extra suitcase.

At least this part.

Thanks ,

Linor

My first flight from Wizz air was delayed 12 hours on 20th Feb 2023 (booking code: LIKRUD), due to which I missed all my connecting and return flights.

Kiwi.com is not compensating me for this loss.

To whom it may concern

My name is Sarah Oladunni Ogiamien, a passenger with record locator - WANRBM and eTicket - [protected] - through Ethiopian Airlines. I was supposed to travel on Saturday, 21, 2023, to Eygpt, but I was not allowed to board because of not have adequate verification for yellow fever. My flight was ET 645 from Hong Kong, ET 452 to Cairo. I purchased the ticket through KIWI.COM. KIWI.COM is giving me a run-around treatment. I am writing to you to request a refund for my trip because I could not travel because your manager said the proof provided needed to be was not sufficient.

I look forward to hearing from someone in this regard. My phone is +853 [protected].

Regards,

Booking ID [protected] Issue date 2022-12-25 Inv. No. [protected]
Flight for two people from Atlanta to Seattle, last 2 legs cancelled due to problems with plane. The cost of those two legs was $714.28. We have only received a refund of $199.76. When will the balance be refunded. Your website is impossible. Cannot get thru to anyone who can answer this question. We are very upset that you have not refunded the entire amount of the cancelled ticket price. We have also made a complaint to the Washington state attorney general, as your business practices leave a great deal to be desired!

Horrible service!

I was searching flights in momondo website from Helsinki to Portugal and wayback to Helsinki. When I found a good price, I selected and it redirected me to kiwi webpage to do the payment. What I didnt notice is that when they sent me to the kiwi website, it was not anymore two ways flight but only one way.

I only saw this after I did the payment when I received the confirmation in my email. I called to the kiwi support and they said I could cancel the flight but my refund would be only of 10 euros, when I paid 1.700 euros for those tickets.

I feel like this website is cheating the costumers once they changed the configuration of my flight (selecting only one way) without letting me know.

Will never recommend this website to anyone for buying flight tickets.

Forget about it, they are all [censored].

hello

in october 2022 we booked a return flight larnaca to london ltn dep nov 3 2022 ret nov 6 2022 under the name theodora malligiannis ref no : [protected]

payment was done with visa card ********7918 amount 464.55 bank of cyprus and the money was sent to you

unfortunately the booking was cancelled by you and we subsequently received an email by kiwi offering us a new booking or refund

unfortunately neither was done

we would therefore be grateful to receive a full refund for the cancelled booking

we look forward to your action

sincerely

theodora malligiannis

[protected]@gmail.com

I booked flights to Fuerteventura with Kiwi.com on 13/12/2020 for £866.30 with Ryanair the provider. On 30/05/2021 they informed me Ryanair had changed the flights and there would be a further charge of £43.99 which I paid. On 05/07 Kiwi.com informed me that Ryanair had changed the flights again and that it would cost me a further £160.00 or they would cancel the flights and get me a refund. I asked them to cancel the flights with Ryanair and get me a full refund which they assured me they would do. They then sent me an update every 2 months saying they were waiting for Ryanair to get back to them. On 28/04/2021 Kiwi.com sent me an e-mail saying that Ryanair had declined a refund but not giving any reason for the decline. On the advice of Which I contacted Ryanair to find out what had happed and all they said was that the flights had not been cancelled and would not enter into any further correspondence which is not very helpful. As Kiwi failed to action my request I think it should be their responsibility to refund the money I paid or can I contact an ombudsman that monitors Czech businesses.

On December 23rd 2022, I purchased three independent tickets from Kiwi.com (as described in the attached invoice) and I was unable to board the first of those flights.

These are independent flights, from different flight companies with different PNRs, different items on an invoice and all requiring independent check-ins. Kiwi.com cancelled all three tickets with no warning nor Terms of Purchase to support such action.

As I was not informed of this, I bought an additional ticket from Kiwi.com, which I was not able to use due to the unwarranted cancellation without warning of the previously mentioned tickets.

Kiwi.com refused to issue a refund on the grounds that they are not to blame for me not being able to board the first of those flights, which is irrelevant as I am not claiming a refund on that flight.

I paid for 3 flights, two on booking ID [protected] and another on booking ID [protected] that would have allowed me to complete my trip, and lost two additional flights at my Kiwi ticket's destination in Los Angeles due to this, and I see no reason why I should hold the financial and psychological burden for an absurd automatic system determination that is not disclosed to the customer or for whatever system limitation in place at Kiwi.com.

I ask that the company revisits this matter in light of the outlined arguments, so that it may save us the trouble of escalating this to a legal action.