Kiwi.com

I was due to fly from Victoria to Western Australia this week however, due to the state being placed in lockdown, I am no longer able to fly. I am also now on a 14 day quarantine due to being in close contact with a positive case.

I received a notification from Qantas who advised to switch my flights for a flight credit and as I booked through an agent (kiwi.com) this needed to be completed by the agent.

Upon calling kiwi.com I was advised that as it is a 'voluntary cancellation', they will not give me a flight credit or refund, and can offer me a discount of 10 euros ($15 AUD) to rebook my flights. Which means I have lost $600 and still need to pay an additional $500+ to book new flights.

I explained that this was not technically voluntary as I may have covid and have been advised by Qantas, the carrier and provider of the service, to obtain a flight credit. Kiwi.com advised that as the flight was not cancelled by the carrier, they could not issue a refund. I stated over and over again that I was n to looking for a refund, just a flight credit - as directed by Qantas.

Prior to my call, I had spoken to AFTA and ACCC about my rights and was advised that if the service provider (Qantas) requests the consumer be issued a flight credit, then the agent has to comply.

The staff member on the phone was aggressive and rude and kept talking over me whilst I was trying to explain my situation. I requested several times to speak to a manager or supervisor and she refused.

I am now in the process of lodging a complaint with ACCC and AFTA and am trying to obtain a flight credit directly through Qantas.

I booked my flight from New Delhi to Vienna on 30th Jan. My booking reference number is #[protected]. I have been talking to customer care for a really long time and they were asking me to wait because they are waiting for the airlines to provide the refund. It's been months now but I still have not got my refund. I paid an extra amount as well to get my refund processed sooner but it did not work as well.
Now the customer care does not even pick up the phone call because their policy is that they will only talk if the flight is within 2 days of the call being made and they just won't respond to the Helpdesk messages. I just don't understand what is going on. This is so unprofessional.

My flight with easyJet that was booked through kiwi.com that was scheduled on the 13 of June 2020, to fly from Athens to Edinburgh, was cancelled due to covid. I got in touch with kiwi.com on the 20 of October 2020 to see what is happening with my refund, they said that airline and asked me to wait because they are dealing with it.
I have waited for a few months and after asked them again what is happening with my refund and they said that are still waiting for the airline to get back to them and asked me again to be patient and wait.
I got in touch with easyJet to see what is happening and they said "I can confirm that the refund of EUR 142.48 has been processed on your original method of payment on 21/08/2020". I have the email from easyJet. I got in touch with kiwi.com and asked them what is happening because easyJet refunded them the money and this is one of the responses from thwm
Hello Radu,
I am sorry for the delay in handling your refund request, and I would like to inform you that our finance department has checked and there is no refund, received by easyJet. When the carriers send the refund, our automated system will send it to you, and unfortunately it is not possible to provide a precise deadline for the refund, as it depends on many factors that are not under our control. Please be patient, and we will update you as quickly as possible on any developments via email.
Booking Reference: K1DMMH6

I bought 2 flight tickets in April 2020 for round trip to Turkey from Africa costing £1200 each. The flights got cancelled and Kiwi asked me to pay £18.95 for each ticket to fast track the refund. I am still waiting now its May 2021. They do not respond to the emails. The worst service I have ever seen.

Booking number [protected] through kiwi.com

12/3/2020 I paid with MasterCard $686 for a round trip ticket DFW-EWR-CDG on United and Brussels Airlines through kiwi.com online travel agency,

12/4/2020 I was notified that my flight had been canceled and that I was entitled to a refund because it was the airlines who canceled the flight.

12/5/2020 I requested a refund on the kiwi.com website, since no one ever answered their phone in Miami after multiple tries throughout the day.

1/14/2021 I received a refund of $325.29 and called to inquire where the remaining $360.71 of my refund was, and the agent could not tell me the reason and said that I just had to wait the full 90 days.

2/8/2021 I FINALLY received an email explaining that the refund I received was for the EWR-CDG-EWR Brussels Air flight only. It would be 3 months from the date of my refund request before I would get the United Airways domestic DFW-EWR-DFW portion of the refund.

4/25/2021 I still have not seen the rest of my refund ($360.71)

According to my United reservation code G6QKTK, this flight has been fully refunded. That means that kiwi is holding my money.

Since March 5 (3 months since my initial request for a refund that I was entitled to get) I have sent several emails to their customer service department, without a reply. I've also made about 50 calls and because of their automated phone system, entering my booking number will not allow me to reach an agent. Their answering system says only calls concerning travel "in the next two weeks" will be accepted,

I never signed up or authorized any charges with the exception of .95.
Within 1 day I had charges of .95, 5.95, 29.95, 19.95.. I have also been stung along of promises o a refund but never received them.
Company is a complete rip off scam. I had to replace my bank card

I have hacked the owners name whom is I believe Patrick Hinchy
The Power line Group
1660 Route 112 suite F
Port Jefferson Staton, NY11776
There are others sites/so call companies, associated with Kiwi Searches which are the same M.O. same complaints, same deception. They are all part of the scam.

Phone Spector BEWARE (malware detected)
Highster Mobile
Auto Forward

After researching these fraud companies, I found out there locations are fictitious as well (Google Maps). It is my intentions to shut them down with at least a cease-and-desist order.

Hi, My name is J. B. I purchased a ticket for my girlfriend - T.J. for April 13, 2021. However she has became ill and was told by her doctor not to travel. I called your customer service and the representative wasn't able to give the full refund even after explaining my situation. I think KIWI should be more considerate and empathetic at a time like this with the traveler becoming ill. Its not like we are changing a trip or asking for a refund on a normal circumstances. My girlfriend became ill a week or so ago and was given orders from her doctor not to travel. I am asking KIWI to simply give credit for price of the ticket which is $90.00 for T. on another day to travel. Or refund my credit card the full $90.00. Again her getting sick is no fault of her own and she or myself shouldn't be penalized for unforeseen circumstances. KIWI should have a emergency clause somewhere in their policy in the event a customer is injured or hospitalized they can use that full amount of that ticket on a different trip of equal value. The customer shouldn't be penalized by loosing their refund if they were sick or injured at the time they were supposed to fly. That's not fair and pretty mean if you ask me. Every company has some type of harmless return policy. Especially if the customer didn't intentionally cancel. I read some return things on your site but it still wasn't fair. Your site says if the airline cancels there is full refund. But that's not enough. KIWI should also give a full refund if there is some type of emergency (ie; like injury, sickness, loss etc).

Below is the ticket information for reference.

Confirmed — e‑ticket attached
BOOKING NUMBER
[protected]
BOOKING STATUS
Confirmed

Both of my tickets since September and October of 2020 have not been refunded and no real progress on this end. I demand immediate resolution and expedite the process of refunding. Both flights details as per below and can be validated.

1) Booking ID 125664649
2) Booking ID 126379099

Hello,

My flights were cancelled June 2020 and and assisted refund process was started. I have still not received anything other than a £20 voucher for one of the flights, but I know that I am entitled to a full cash refund as the flights were cancelled by the airline. I have been waiting almost a year now and would really appreciate my refund asap.

The details are as follows:
- Booking number: [protected]
- Email address: [protected]@icloud.com
- Travel date: 02/07/2020
- Departure airport: LCA

Booked the ticket for muscat to sharjah and sharjah to new delhi and new delhi to bhubaneshwar on may 21 2020 and the flight was cancelled due to covid and I still didnt get the refund even though both the two airlines confirmed that they refunded the money to the kiwi.com. I still didn't get the refund from kiwi.com

we are still awaiting a refund for flights booked May 20th 2021
These flights were booked for our daughters wedding which was on the island of santorini
Total cost of the flights was £1, 447.91 and the flight carriers were Ryanair and Easyjet, both companies have advised us that they have paid Kiwi.com but at this current time we have not had a refund
kiwi .com booking number [protected]
The flights were cancelled due to this pandemic so we are entitled to a full refund

Hi,

I have booked for my family (4 passengers) the below flights with KIWI.com on 10.12.2019, INVOICE 2019-9233681, in a total of RON 2, 551.53 (approximative £500).

BOOKING NUMBER
94 248 396

Flight no: W63032
LGW London United Kingdom Gatwick 21:55
Thursday, Apr 2, 2020

OTP Bucharest Romania Henri Coandă International 02:55
Friday, Apr 3, 2020
Airline: Wizzair

Flight no: W63031
OTP Bucharest Romania Henri Coandă International 19:50
Saturday, Apr 11, 2020

LGW London United Kingdom Gatwick 21:15
Saturday, Apr 11, 2020
Airline: Wizzair

Due to Covid-19, the flights got canceled, and I have submitted on the KIWI website a refund application on 25.03.2020. In addition on 27.03.2020, they have charged me a fee of £18.28 to process the refund.

The initial time frame for resolving my request was set up for 3 months.
After this time has passed nothing happened. I have sent them an email every 2 months, requesting an updated status on my applications. The same response came every time, that my request is being processed, and that due to a large number of cancellations, the process is prolonged.

Almost 1 year has passed and unfortunately, I don't trust them anymore, in waiting and waiting for a response and a refund.

I have attached all the documents relevant to this case.
Please let me know if you need any extra information that I can provide for my request to succeed.

Kind regards,
Paul Balaban

I need a contact email address for kiwi. They now use an online feedback form but it says my booking number doesn't exist so I am
Unable to access the email form

Dear Kiwi.com,

I am writing to you regarding the Kiwi Booking [protected] for return flights from London Heathrow (LHR) to New York (JFK). The flights booked under the above reference were cancelled in May 2020, and a refund was requested. It is today 12th of February 2021 and there is still no sign of the refund.

The airline provider has confirmed that all the backlog of refunds has been cleared and payment has been returned to Kiwi.com for the booking. I would like for the refund to be returned to me as soon as possible.

Please find attached invoice for further reference.

I expect your prompt response.

Regards
Alberto Estevez

It has been over one year that I have been waiting for a refund. They do not provide you with a contact number and when they do they don't pick up once you have entered your booking number saying that it's not important. The last contact they had with me was in August last year after about 7 to 8 calls. I decide to pull out the money from my bank but as there was a third party involved I wasn't successful in my claim. The third company called fly now pay later have been constantly chasing them aswell for a refund. I have added the reply from the third company. Also you can see that I cancelled and asked for a refund 5 to 6 months ago and on their website I had to apply for refund again as they haven't processed anything.

My flight 29 march bkk to hkg... Etkt no 160-[protected].. Cancelled 24 hrs later

My flight hkg to man.. E tkt. No. 160-[protected].. Cancelled 24 hrs after booking...

Please help... Thank you d. Riley.

This site is completly fake

Do not book ticket through kiwi. Com

i have been disputing for a refund since last year in april 2020 they tell me they have not received my voucher or refund and AVIANCA tells me other wise. i have written many times and they do not do anything about it they owe me 368 .00 x 2 my ticket and my husbands ticket. When i contacted avianca today for the 5th time they tell me they cannot do anything about it that kiwi has to resolve the problem.

have all the conversations with avianca and kiwi if you need evidence.

I booked some flights on 22/01/2020 from Shenyang, China to Iloilo City, Philippines.
Booking number (ID): [protected]
Depart: 04/18/20
Return: 02/05/2020

The flights were cancelled due to Covid-19. I requested a refund via kiwi.com.

They have still not provided a refund 9 months later. I desire a full refund. I have called them every month and they keep saying it is urgent and that they are still waiting for a refund from the carrier. This is not my problem, they have taken my money and I want it back.