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Kiwi.com Customer Service Phone, Email, Contacts

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1.0 377 Reviews

Kiwi.com Complaints Summary

2 Resolved
358 Unresolved
Our verdict: If considering services from Kiwi.com with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Kiwi.com reviews & complaints 377

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K
8:42 am EDT
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Kiwi.com Refund my ticket!

I booked for a round trip flight from Dubai to Manila - Dubai to Manila from Kiwi.com. I was not expecting that Kiwi.com is a total mess booking website. My flights has been always changed nor canceled and keep you asking to rebook with a higher rebooking fees.

There’s no human being to contact too. Its a total crap booking website. I requested for a refund but there’s no update ‘till now.

Regards,

Kristy

BOOKING NUMBER [protected]

Desired outcome: Please refund my full amount.

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9:04 am EDT
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Kiwi.com Not issuing refund on their flight connection kiwi guarantee promise

I supplied all information with receipts showing that the SAS flight we took on Feb 15th was delayed so we could not make our connection to get back to London. Tromso - Oslo SAS flight SK4425. It would have been very easy for Kiwi to check and see that delay. We tried to make the Ryan air connection but we were too late. I notified Kiwi immediately via the website and was told we have to apply for a refund of expesnes. We had to get back to London for work on the 16th and with our Ryainair flight being the last one of the day we had to book a new ticket on Norwiegen Air the morning of the 16th at 7am. It was on the Norwiegen air flight we also caught Covid and my husband was very ill with it.

Travelling with 2 children we booked into a family room at the Radisson airport hotel the night of the 15th. I also sent the receipt for this.

I then receive an email back today June 14th saying that because we cancelled our booking so are not entitled to a refund! Makes no sense. Is this company committing fraud saying they cover and guarantee your travel connections... there was no cancellation...the connection to London from Oslo wasn't possible due to the SAS flight delay. We are over £800 out of pocket and this situation has caused a considerable amount financial, mental and health stress. I am surprised this company is still allowed to trade

Desired outcome: I would like my money back.

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12:19 pm EDT

Kiwi.com Refund not given

I booked a flight for my mother travelling to Algiers via two legs and she was due to travel on 3rd December 2022. 1st flight was Ryanair from London to Alicante and second flight was Vueling from Alicante to Algiers. We purchased additional checked luggage for both of these flights. We also paid for the premium service with Kiwi so that we could have someone to talk to to make any changes to the booking, should it be needed.

We were informed in November 2021 that Vueling had cancelled the flight and were given the choice of requesting a refund for the entire trip which we did. We did this understanding that we may not get a refund from the Ryanair portion of the flight but since Vueling had cancelled the flight, we expect a full refund from that portion, which was the more expensive portion of the flight. However, we have not heard anything from Kiwi and we have not received a refund from them. We have been unable to contact them, either through the app, through any emails that we have found online or via any telephone numbers as they do not provide them. The app simply says that the flight has been taken so we can't speak to anyone about it.

Desired outcome: I would like a full refund of the Vueling portion of the flight plus the Premium Services package that we paid for since we have not received any service from Kiwi.com

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3:16 pm EDT
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Kiwi.com Do not have my ticket to Lourdes have already paid

i Have booked A ticket 29TH mAY flying 13 TO 15 TH june to Lourdes I do not have my ticketin my email please send me my ticket bloom.[protected]@outlook.com M.Clare Chandler [protected]

Why do you make things difficult I booked through skyscanner I booked through you paid and now I do not have a ticket. Now you are saying my complaint is too short.

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9:40 am EDT

Kiwi.com Wrong take off time on Ticket

We were stranded at the airport on Monday 5/16/22 because our ticket had the wrong take-off time. We showed up at the airport 2 hours prior, and after going through customs and grabbing something to eat made it to our gate at 6:45 am only to find the doors closing so our plane could pull out of the gate. Our ticket said our flight was to leave at 8:00 am! Now Kiwi is saying they can't reimburse us or give us any portion of our money back. We had to spend more time and money to have a place to stay until we could get a flight back home the following evening 5/17/22 at 5:00 pm! We missed work and important appointments and we're stressed out trying to rearrange everything. Kiwi is saying that the airline canceled; which no they did not! Our tickets had the wrong time on them and I have the proof.

Desired outcome: I would appreciate a refund on our tickets.

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R
4:06 am EDT

Kiwi.com Customer service and customer care!

Absolute "worst" flight booking company ever!. Book with these people and you are throwing your money down the drain!... I paid £230 extra for flight disruption insurance, and it isn't worth the paper it's written on!... My outbound flight was delayed by 2 hours causing a ripple effect to all my connecting flights, car rental and hotel. All kiwi did was re-schedule my flights to get me there a day later. They told me the only way to change my return dates an preserve the length of my holiday was to enter a claim after I return to the uk and then they could re-book my return flights. This would clearly involve the use of a time machine and as such is impossible. Upon returning to the uk, I followed their advice and have just been told I should have requested a change before my return flight 🤬🤬🤬🤬🤬🤬, which is exactly what I did do, but miraculously they have lost all records of that conversation!. Do not use this company!

Desired outcome: Compensation to cover the loss of 1 day, including an unused day of Car Rental, and Unused night at the Hotel and the stress caused to myself and my friends whom I was meeting at my destination.

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9:43 am EDT
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Kiwi.com Air travel

On February 25, 2022, a flight I booked for my son and his friend from Pittsburgh to Providence at 7:20pm was canceled due to weather. Breeze Airlines canceled the flight and proceeded to refund my purchase through Kiwi. I have the letter from Breeze confirming the refund. Thus far, Kiwi has not refunded the airfare to me. I filed a refund with Kiwi already. The original purchase was made on 1/24/22 in the amount of $335.25. There were 2 segments of the flight. It was the second segment that was canceled. The passengers on the flight were Gavin McKay and Kathleen McLaughlin. Breeze Airlines sent the refund to Kiwi.com.

Desired outcome: Refund of the airfare from Breeze Airlines

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C
2:56 am EDT
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Kiwi.com Travel won’t give a full refund

I booked return flights through Kiwi Travel. Both flights were rescheduled and I was given notice of whether I'd like to change the flight or request a full refund. As they were rescheduled by over 13 hours the refund was the sensible option as I had international flights which I'd subsequently miss due to the disruption. The airlines were great and refunded Kiwi Travel the full money. However Kiwi haven't issued me with a full refund, I am missing £538.66 (17%). Now Kiwi don't respond to my messages and I am short of money to enable me to book another holiday.

Desired outcome: Full refund

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G
7:04 am EDT

Kiwi.com Wizz air tickets via kiwi

I didn't get any reminder in my phone to check in online for the flight from Budapest to tell aviv, and now it happens that I actually have to pay another €55 *3 for me and my kids! By the airport.

This is on top of the payment I paid before, coming from Tel aviv to Budapest, I couldn't check in online, because we had to prepare passport on the aorport. Therefore I couldn't check in with a passport number because I didn't have one. Nobody cared really.

Tickets came out really expensive for the most uncomfortable flight I ever had. With a delay of 2 full hours! Horrible! No word to describe my disappointment

I wouldn't use that service EVER again nor Wizzair.

Very expensive Nightmare !

Desired outcome: Reimbursement at least for the checking amount.Both ways, 3 people

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E
11:34 pm EDT

Kiwi.com Flight order: [protected]:

Purchase: Tue 4/14/2020 9:41 AM

Name: Wai Leng Loke

Registered Mobile: +86 [protected]

Email: [protected]@hotmail.com

Current Mobile: +6011 [protected]

22/05/2020

Flight: PEK - CAN 19:05 - 22:20

23/05/2020

Flight: CAN - KUL 01:35 - 05:40

Flight bought during COVID. Flight cancel. Country Border close - NO travelling allowed. After 2 years, my money of the flight purchase is missing from www.kiwi.com

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12:44 pm EDT

Kiwi.com flight kiwi

I booked flights from UK to CORFU in September 2022 during COVID - I only booked as was reassured refund would be possible in the event the flights were cancelled due to COVID. The flights were cancelled due to Border Control and COVID restrictions implemented after the UK-Greece Outbreak. I have continuously left messages on the helpdesk, and have wrote many times to KIWI.COM on Twitter. Its almost two years later and I still have not had a refund or any contact, and yet it says my issue has been resolved? We paid £300 for the flights in question and demand a response !

Desired outcome: REFUND

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3:22 pm EDT
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Kiwi.com We were sold tickets but were not allowed onto the flight

We have purchased the tickets from Warsaw, Poland to Dublin, Ireland via Kiwi.com. We are Ukrainans who fled the war and used last money to buy tickets to Ireland which accepts Ukrainian refugees. However were were not allowed onto the flight at Warsaw airport because there was a transit via London Stanstead. We were told that we do not have a UK visa and not allowed onto this flight. Given the circumstances and distress we were going through we have purchased the nearest available tickets which all happen to be via UK. Kiwi.com have allowed us to book and pay for ticket without any restrictive warning even thorugh I have entered details of our passports. When I spoke to customer service she just kept saying that we have lost the money she did not care a bit and did not even bother to help. When I asked to speak to manager she pretended that she is calling someone by putting me on hold but it was obvious she did not as she has repeated the same answer. I found it extremely disgusting giving the circumstances which forced us to leave Ukraine. Why

Desired outcome: I would like a full refund of money i have paid to Kiwi.com

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10:51 am EDT

Kiwi.com Refund

On the 08/03/2022 I booked a trip from Belfast, Northern Ireland (BFS) to Toronto, Canada (YYZ) through Skyscanner.com, which connected me to Kiwi.com. It was through this company (Kiwi.com) that I booked my flights.

The flights were booked to depart on Tuesday 31st May 2022, and return on Monday 13th June 2022. However, on the 13/03/2022 I was informed from Kiwi.com that my flight home from Canada would be changed to 24 hours earlier than what I had initially booked (changed to Sunday 12th June at 21:40, instead of Monday 13th June at 21:40). Given that my plan was to attend a wedding in Canada on Sunday the 12th of June, it would not be possible for me to catch that flight at the earlier time given to me. If I am unable to attend the wedding, the reason for my trip is obsolete, and I will need to arrange alternative flights home, so that I can attend the wedding.

When I contacted Kiwi.com about the flight changes, they informed me that a 24 hour flight change does not qualify as a major disruption, and therefore no alternative flight option would be given to me, and only £8.29 as a refund would be afforded to me. I do not believe that 24 hours is a ‘minimal’ disruption, as it would not only completely destroy my plans, but it also meant that I would be left in an airport for a 25 hour layover. Had I have known that the company would be able to change flights for that amount of time, I never would have booked the ticket.

Desired outcome: Please refund the full amount ( £614.77)

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12:52 am EDT

Kiwi.com no customer service, no contact info

Kiwi sold us flights that could not be flown. with the inset of covid-19, certain transfer cities make you quarantine for 14 days, therefor you cannot take the connecting flight that Kiwi sold you. we lost approx $3,000.00 as a result of flight that kiwi sold us that could not be taken.

they have cancelled all of their contact sources so there is no way of contacting them.

I have waited for two years for a refund that they said would take three months, that I have never received and they have not returned my requests form over a year and a half.

Do not book with these people, they will take your money and you will lose every time.

Desired outcome: total refund of flights that could not be flown. three flights for two people. A credit would not be acceptable as this travel agency cannot be trusted.

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J
1:50 pm EDT

Kiwi.com Kiwi

Today is April 13th, 2022, I still have not received a refund

Sat, Apr 17, 2021 at 10:52 AM

Hello Kiwi, I have requested a refund since the beginning of the pandemic. I am still waiting for a refund more than one year later. Please contact me me regarding this issue, thank you, J. Benitez [protected]

On Wednesday, March 10, 2021, 06:37:11 AM CST, Kiwi. com wrote:

Kiwi.com Making travel better

Dear Joyce,

As the impacts of the pandemic continue to cause major disruptions to the travel industry, we want to thank you for your patience and to reassure you of our commitment to obtaining the refund you are entitled to.

Our priority remains focused on handling refund applications on behalf of our customers to more than 600 airlines, all with different processes. To date, we have made over 1.2 million contacts to pursue those refunds, and have successfully refunded over 275,000 tickets.

Please be reassured that we give the same level of commitment to securing your refund entitlement as to those we have already been able to return, but we know that it must be difficult to understand how it can take so long and we thank you for your continued patience. We are making good progress and recently reassigned even more employees to work on applications, but the process remains both challenging and frustratingly slow as the airlines manage their own businesses through this difficult period.

For your peace of mind, so you can check on the progress of your refund at any time, we will keep you informed with status updates through Manage My Booking, based on the latest information received. If you find the status of your refund remains unchanged for a considerable length of time this will likely be due to processing time with the airline so please don’t take this to mean nothing is happening. We can assure you that, behind the scenes, we are working continually to chase and support your application.

Thank you again for your patience and understanding during this time.

Yours sincerely,

Eliska

Director of Customer Experience

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12:29 pm EDT
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Kiwi.com /kiwi refuns to isse a refund or to change my flight ticket! The fees are outrgeus and more than double than a normal ticket

I have booked a flight with Kiwi.com and accidentally missed typed the date from July to June! It was a simple mistake and asked them to either refund to change my flight to the date I intended to book however they refused to issue a refund and in order to change my flight it costs me double beside what I already paid for the ticket. I now lost all my money and have to book a completely new flight! This company is a scam and will take your money and I tried to file a dispute with my bank but I was unable to do so and all my money is now lost! I find this to be outrageous and a SCAM.

Desired outcome: I want a full refund

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12:39 pm EDT

Kiwi.com Kiwi

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.

Desired outcome: I would like a refund for the new flights I had to book.

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5:52 pm EDT

Kiwi.com Flight price goes up no refund

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

Desired outcome: Need to get refund that I requested

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11:23 am EDT
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Kiwi.com Paying for luggage twice!

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

Desired outcome: A refund of the bag as I have paid twice

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5:46 am EDT
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Kiwi.com Unable to use Kiwi.com credit and inability to get refund to credit card

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.

Desired outcome: A complete refund of our Kiwi.com back to our credit card.

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Kiwi.com Customer Reviews Overview

Kiwi.com is a popular online travel agency that offers a wide range of travel services to customers worldwide. The company has received numerous positive reviews from customers who have used their services. One of the most notable advantages of Kiwi.com is their user-friendly platform, which allows customers to easily search and book flights, hotels, and other travel services.

Customers have also praised Kiwi.com for their competitive pricing, which is often lower than other travel agencies. The company offers a variety of deals and discounts, making it easy for customers to save money on their travel expenses. Additionally, Kiwi.com has a reliable customer support team that is available 24/7 to assist customers with any issues or concerns.

Another advantage of Kiwi.com is their flexible booking options. Customers can easily change or cancel their bookings without incurring any additional fees, which is a rare feature in the travel industry. The company also offers a unique "Nomad" feature, which allows customers to book multi-city trips with ease.

Overall, Kiwi.com is a highly recommended travel agency that offers a wide range of travel services at competitive prices. With their user-friendly platform, flexible booking options, and reliable customer support, Kiwi.com is a top choice for customers looking to book their next trip.

Kiwi.com In-depth Review

Website Design and User Experience: The website design of Kiwi.com is sleek and user-friendly. The layout is intuitive, making it easy to navigate through the various pages and search for flights. The color scheme is pleasing to the eye and the fonts are clear and legible. Overall, the website provides a seamless user experience.

Flight Search and Booking Process: The flight search and booking process on Kiwi.com is straightforward and efficient. The search engine is fast and accurate, providing relevant results based on the specified criteria. The booking process is simple, with clear instructions and prompts to guide users through each step. It is quick and hassle-free to select flights, enter passenger details, and make payments.

Pricing and Transparency: Kiwi.com offers competitive prices for flights, often providing cheaper options compared to other travel websites. The pricing is transparent, with no hidden fees or surprises during the booking process. The total cost, including taxes and fees, is clearly displayed before confirming the booking. This transparency allows users to make informed decisions and avoid any unexpected expenses.

Customer Service and Support: Kiwi.com provides excellent customer service and support. Their customer service team is responsive and helpful, addressing any queries or concerns promptly. They can be reached through various channels, including phone, email, and live chat. The support staff is knowledgeable and strives to provide satisfactory solutions to customer issues.

Booking Flexibility and Options: Kiwi.com offers a range of booking options and flexibility to accommodate different travel needs. Users can choose from various fare types, such as economy, business, or first class. Additionally, Kiwi.com allows users to customize their itineraries by adding layovers or stopovers, providing more flexibility in travel plans.

Travel Insurance and Protection: Kiwi.com offers travel insurance options to provide protection and peace of mind to travelers. Users can easily add travel insurance during the booking process, ensuring coverage for unforeseen circumstances. The insurance policies are comprehensive and offer various levels of coverage, including trip cancellation, medical expenses, and baggage protection.

Mobile App Functionality: The mobile app of Kiwi.com is well-designed and offers excellent functionality. It is available for both iOS and Android devices, allowing users to search and book flights on the go. The app is user-friendly, with a clean interface and easy navigation. It provides all the necessary features, such as flight search, booking management, and notifications, making it convenient for travelers.

Loyalty Program and Rewards: Kiwi.com does not currently have a loyalty program or rewards system in place. However, they do offer competitive prices and excellent service, which can be considered as a reward in itself. Users can benefit from the savings and convenience provided by Kiwi.com without the need for a loyalty program.

Trust and Security Measures: Kiwi.com prioritizes trust and security measures to ensure the safety of user information and transactions. The website and mobile app are secured with encryption technology, protecting personal and payment details. Kiwi.com also has a secure payment gateway, offering multiple payment options for added convenience and security.

Overall User Satisfaction and Recommendation: Overall, Kiwi.com provides a highly satisfactory experience for users. The website design and user experience are top-notch, making it easy to search and book flights. The pricing is competitive and transparent, ensuring users get the best value for their money. The customer service and support are excellent, addressing any concerns promptly. The booking flexibility, travel insurance options, and mobile app functionality further enhance the overall user experience. With trust and security measures in place, Kiwi.com is highly recommended for hassle-free and enjoyable travel experiences.

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Contact Kiwi.com customer service

Phone number

+44 203 808 5910

Website

www.kiwi.com

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