Kiwi.com
reviews and complaints

They booked a connecting flight for 9th April from Dublin to London Gatwick where there was not enough time to catch the flight at busy times in the airport. I then had to book new flights with a different airline as Ryanair were unable to book us onto a new flight.

Booked with a flight Kiwi Booking number [protected] January 2021 and then received to below message from them.

"Unfortunately, the carrier changed the price of your trip and we couldn't process your order.

The original price was ZAR 12782.74 and the new price is ZAR 19084. The difference of ZAR 6301.26 needs to be paid if you'd like to keep the booking. If you don't want to pay the difference, we'll provide you with a refund of ZAR 12782.74."

I then bought another ticket direct form an airliner and requested the refund back onto the card. This has not taken place and they state that they have given credit that needs to be used before the 13th December 2022. I was told once credit is given you can not receive a refund, I did not at any point request credit as I have no need for it and will not be travelling anywhere. I requested the refund from the start.

Below is the communication that I have had with Kiwi. Could you please assist as I am at wits end and this is a large amount of cash to me.

Erwin U.

7:11 PM January 25 2021

Hello Donovan,

I appreciate you informing us about this. Upon checking your reservation we already refunded you 12782.74 ZAR to kiwi.com credit

Donovan Parker

10:02 AM January 28 2021

Hello, I will not be requiring any credits and would like the amount to be credited back onto the relevant credit card as firstly requested. Please advise. Regards Donovan

Michaela N.

10:07 AM January 28 2021

Hi Donovan,

I sincerely apologize for the issues with processing your flights.

Unfortunately, I can only confirm the information already given to you in the previous message.

As per our system, the refund in credits has already been processed on the 14th December, 2020. It is no longer technically possible for us to change it to a monetary refund.

Please note the credits are valid for 2 years and can be used for any future bookings with us. You can already find them in your user account.

Best wishes

Donovan Parker

10:34 AM January 28 2021

I will not be flying anywhere and will not need credits. the following initial correspondence was received stating I would receive a refund. I need the monetary refund as I am out of pocket with having to book another flight to get home to the UK.

Khemiri I. January 28 2021

10:46 AM

Hi Donovan,

I am sorry about this inconvenience.

Please understand that we cannot provide you any further refund since you already selected the method of kiwi credit as a refund and you got 12782.74 ZAR in your account.

Thank you in advance for your patience and cooperation.

Donovan Parker

1:01 PM January 28 2021

I did not request a credit I requested a refund to card and was advised it could take up to 3 months for the refund to take place. Now following up on the 25th Jan I am advised that I was given credits on the 14th December. This is shocking as I had bought another ticket not knowing about the credit and was expecting the refund to card to take up to 3 months. I need to have the refund processed. I will not be flying anywhere the credit it useless for me.. Sort it out.

Khemiri I.

1:13 PM

Hi Donovan,

I would like to inform you that i can see that you did already fill a request of refund which our finance department will be treating it but the process will take approximately 3 months.

However i am going to leave a note to our finance team to check if it's possible to convert the credit into monetary refund even though it's not guaranteed.

As soon as we receive a confirmation you will be notified via email .

Donovan Parker

10:13 PM April 05 2022

Hello,

Hope all is well?

It has been over a year now and I still have not received the refund as previous communications and it is still showing as a credit that I need to use before the 14th December R 12782.74.

I now receive an email that the refund should be completed and the case will be closed, what is going on?

I have read feedback on the internet and just want to know if the refund will be going ahead or has my cash been taken and I must just take the lose. This is really unacceptable. I never asked for credits from the start and requested a refund but was given a credit instead. I have no other plans of flying anywhere and never did, I had to buy a second ticket at the time to ensure I could travel. I need to get this cash back. How could you insist I take a credit when I requested a refund as per your system at the very beginning.

I do not want to fly anywhere I want the cash.

Awaiting your speedy reply.

Upset Donovan Parker

Dear Kiwi,

I already paid for checked in bag with you. You took the money from my account then Spirit said they haven't been paid so they charged me again! I am not happy and want a refund as I have now paid for the bag twice.

BOOKING NUMBER [protected]

Ms. Heather McDonald 3 Sep 1975

Travel Plus Insurance by AXA Assistance 1× personal item 20 × 35 × 40cm, 5kg

1× checked baggage 28 × 52 × 78cm, 18kg

Segment 1 to San Juan, Tortola EIS → San Juan SJU

12:10

Thu, 24 Mar 2022

EIS Tortola, British Virgin Islands

Terrance B. Lettsome International

12:50 SJU San Juan, United States

Luis Muñoz Marín International

Carrier: interCaribbean

Airways

Flight no: JY510

Duration: 40m

We booked airline tickets via Kiwi.com. One of the flights was cancelled so they cancelled our whole booking. They then refused to credit back our credit card and instead issued a credit with Kiwi.com. We have tried to book a hotel with the credit, but when we get to the payment page it sends us to Booking.com which asks us for a credit card number. We've tried to contact Kiwi.com to get help making the hotel reservation and applying our Kiwi.com credit to the payment, but the phone system requires a booking number so we can't get through.

I bought a return flight Valencia Spain to y in April 2022 to London Stansted yesterday. I have not had any information. My email is

[protected]@yahoo.com.

I have looked in spam folder nothing is there. There are no typos. It seems as though I have paid for something that doesn't exist.

My wife travels to the philippines, bought 6 tickets to go to an island which would take 2 modes of transportation, at the last minute flight change, the trip would not happen because it overlapped the second flight. Kiwi's response we can give you a Partial refund, we don't have how much that will be, OR you can pay an extra + $435 to get another flight and get there on time… huh?

Refund will be 3 months from now and it won't be 100% refund, just partial. Huh? What kind of junk is that?!

DO NOT USE KIWI

Ripoffs who just want to fill their pockets... HORRIBLE customer support and policy! My wife was nearly stranded traveling in the philippines!

This company has an "OH WELL TOO BAD, BUT WE GOT PAID attitude.

This KIWI website is a fraud, they are selling ticket that can not be accepted at airport as its not issued for real at their end... and they say its refunded but actually its not and I can not get my money back from them...

I booked a series of flights from Canberra Ballina return.

The airline providing the last leg of the flight (REX airlines) changed the schedule of the flight which did not coincide with my original itinerary.

I had to pay for an additional alternative flight with another carrier, which I did.

REX airline were professional and refunded the money for their reschedule flight without question.

Unfortunately they could only refund the money to kiwi.com. Kiwi.com are refusing to refund this money to me. Even though the change in flights was because of the carrier and I paid in full the alternative flight I had to take and REX fully refunded the rescheduled flight I could not take.

I have booked and paid for a flight with Kiwi on 12-02-2022. I bought a trip from Sharm El Sheihk (Egypt) to Amsterdam (Netherlands) with the Plus insurance, but I inserted my e-mail wrong. I have my reservation number which is [protected] but I cannot contact them since they only answer phone calls 14 days before the trip, I cannot use the chat or the e-mail because I cannot access my flight from the app (since it's not connected to my email).

I could contact the provided email owner and she sent me the flight ticket, still I need to access it from the app to do my check in and to change something if necessary.

How come there is no way that I can solve this problem, that I can't manually add my booking to my account/app with my reservation number and my personal details?

Do i have to wait until it's 14 days before the trip to call you and to change the e-mail?

Do I have to ask a stranger to go through so much trouble as to chat with you herself?

Nonsense!

I booked flights with u from Saudi To philipine Manila flying 31st of August. But before the flight with 12 hors I received another email from Kiwi saying a change happened in your flights , you have to pay 741.23 pound to fly, then I paid that amount because I did my pcr and paid for my arrangements their in Philippine. In addition I paid first 4676.17 saudi riyals for the tickets. But when I went to the airport they told me that my tickets are useless because the airport in Kuala Lampur is closed and u can not fly.

I called Qatar Airlines as I was told in Abha airport as the following and transit flight from Qatar but no respond. Then u was worried and forced to buy a tickets from saudiairlines with 9800 riyals. I am waiting fir a call or refund or email since then but no thing yet.

[protected]@hotmail.com

[protected]

Hi,

I booked a flight to the Phillippines on Dec 11, 2021, at 19:30 pm Dammam, will arrive in Dubai at 21:50 pm via Fly Dubai, FZ8136. Layover of 1h 50min. Leave Dubai at 23:40 pm via Cebu Pacific, 5J5, and will arrive in Cebu, the Philippines at 13:00 pm, Dec 12, 2021.

Dammam airport authority denied me to board the plane to Dubai saying the layover time is not enough to catch the flight to Cebu, Philippines.

The above booking is done online with Kiwi.com. I raised a complaint to Kiwi the same day I was denied and after two months of waiting, Kiwi denied my refund request just now. I paid 8000 Saudi riyals. I never used the round trip ticket.

Please help me with which authority I must escalate this issue. If Dammam allows me to board and I missed a flight to Cebu Philippines, I will not complain. But Dammam denied me due to poor competency of Kiwi.com

Thank you so much and looking forward to your reply. God bless.

BOOKED A packages FLIGHT FOR 20/12/20, flight got cancelled and therefore all the following flights.
I have requested a refund the day after 21/12/20.
They always reply to me that i need to wait and that they are waiting for the flights company to give an update or to issue the refund.

Hi,

I bought a ticket from KIWI.com website booking [protected] to travel from Jeddah to Manila and When I arrived at the airport, the final destination reference number was not issued and the Airline carrier(Air Cario) refused to allow the passenger to travel. I requested a refund, and they reply to me refunded but I did not receive anything from them. Kindly find attached the flight ticket information and the refunding status. I have not received my money yet and they are ignoring my requests. Please advise

Thank you

Regards,
Sarah
s.[protected]@hotmail.com

Dear sirs,
This is in response to you unprofessional actions that led to serious harm to a senior American citizen.
I was in bad shape waiting in the airport for you response. I have sever damage psychologically and physically.
- I Uber my trip to Tom Bradley terminal.
- I was rejected at chick in counter.
- keep calling you for support and the response is always (try with chick-in staff to get on plane, tell them that you be having boarding in Jeddah)

What has happened is like a game by you to steel my money.
This is a warning that if I don't receive a fare compensation, I will raise a law case against your company in American court. I will fight to stop your unprofessional dealing with poor senior citizen.
For your information: paying for a good price ticket doesn't clear your legal responsibility for damages I was through.
Abdulsalam Abutalib Ph.D
[protected]

We have a flight between on 20-25/07/2021 from İstanbul to Lviv ( ukraine)
You can find our list of flight go and return.
Our return flight which with Skyup airlines cancelled the flight. Than regarding could not refund all flight moneys. We should get new flight from Lviv to İstanbul again with more cost.
We request from you refund but there is no answer from you yet.Youı mentioned at your answers you w, ll return in 3 month. But it has been 5 month.

Booked a flight Lisbon LIS - Menorca MAH -Lisbon LIS in September 2020 and applied for a refund in August 2020 because my flights were cancelled (covid).
It has now been 16 months and I have not received a single euro.
I have tried contacting Kiwi.com countless times through every means possible, but they have either ignored me or been incredibly unhelpful.

This practice seems highly illegal.

Contacted the airline, that told me that they are given the voucher's, but cannot be me asking that voucher, need to be kiwi. Send a message in kiwi, saying that, but they dont respond.

About flight.there is no flight in this time from dhaka shajalal international airport to transite india to paris final destination lisbon portugal. Name abdullah al muttakin date of journey 16-12-2021 time 16:30 please refund my euro.thanks to regard.

To whom it may concern,

I booked a return flight through your online booking service (11.12.2021 - from Belgrade, Nikola Tesla Airport to Podgorica, and my return flight on 19.12.2021 from Podgorica to Belgrade, Nikola Tesla Airport). I paid with my credit card and the amount of about 120 euros was taken from my credit card (you can see the exact amount from the e-ticket I received from you, which will be attached). Today I called AirMontenegro in order to check on my flight, and they told me that I am not even listed on that flight, and that the only ticket I have on my name is a one-way ticket from Belgrade to Podgorica on 21.01.2022, which is not only a wrong date by 40 days, but it is a one-way instead of a return ticket. This is a business trip, so I need this sorted out as soon as possible with one of two outcomes: 

1) You book the right flights I booked through you app.

2) I get a 100% refund

Reservation number: [protected]

Thanks in advance,

Marko Todorovic.

I am posting this to check if an out of court dispute settlement can be reached with regard to the number of breaches to the terms and conditions of our contract in booking no [protected].

Following the cancellation of British Airways flight (BA 3277) from London to Dusseldorf, which subsequently affected my main flight from Dusserdulf to Beirut via Sundair (SR 436); I received an email on 1st of December to choose between the proposed alternative options or a Kiwi.com credit of 52 euros (instead of the full amount of £218 paid on Nov 7). The alternative options included a number of flights with a layover time of more than 10 hours plus additional charges, except for two other flights operated also by British Airways having a more practical transit time but with additional charges of £150 - £180.

On Dec 1 I have contacted UK customer support team to analyze the situation and the proposed alternatives and have been advised of a number of false information that will be part of the legal case against your company. Below are the main items:

The proposed options did not consider Kiwi.com Garantee Scenario A by offering a Kiwi.com credit value or a full monetary refund corresponding to at least the price paid for all the unused flights.

Support team have informed me that my case is falling under the Force Majeur case so Kiwi Guarantee does not apply.

The statement is inaccurate considering that the other operating flights are also from British Airways and the flight is cancelled for non-Force Majeur reasons. I also asked Kiwi agent to request British Airways to place me on one of their other flights with no additional charges considering the damage of late cancellation notice (15 days prior to departure) which could have entitled me to compensation under EU regulation if it was any less than that duration. Kiwi representatives did not take this option into consideration.

Support team have directed me to request a cancellation claim via falsified information by assuring me that the refund will be received for both flights (BA 3277 and SR 436) and not only the cancelled flight (BA 3277). Before initiating the cancellation I also requested an email with this regard due to concerns that the suggested 50.95 euros refund seems to be only related to BA 3277 and not SR 436 and since Sundair has no legal obligation to refund the itenerary fees as the cancellation is related to British Airways which is a non-connecting flight. A

After initiating the assisted cancellation following the received recommendations, I receive an email two days later on Dec 3 confirming that the part of the booking related to Sundair is non-refundable. By that Kiwi's actions have increased the damage incurred on me by cancelling a flight that I could have still used without getting any refund for it

Since I am still waiting for the response of a number of legal entities including our MP before engaging official legal assistance, I can still accept a refund for the full amount without any compensation fees. In the future, this will no longer apply.

Booked a return flight London-NYC in March 2020 and applied for a refund in April 2020 because my flights were cancelled (covid). It has now been 20 months and I have not received a single dollar. I have tried contacting Kiwi.com countless times through every means possible, but they have either ignored me or been incredibly unhelpful. This practice seems highly illegal.