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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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5:18 pm EDT
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Kiwi.com Missing booked flight

Flights booked via Kiwi.com, one way to Shanghai.

Booking No. [protected]

Date: 26/08/2022. 14:30

Flight No. EK16

When at the check-in desk, the airline cannot find my booking.

I am, therefore, requesting a full refund as an urgent matter, because I urgently need it to purchase another air ticket to return home.

I need to get back to my hometown to attend my daughter's wedding, as well as my elderly parents, who are due for surgery and need someone to take care of them.

Desired outcome: A full refund of the amount of £2033.65 (including the travel insurance)We need refund of the compensation for emotional distraught and distress.

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11:19 am EDT
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Kiwi.com Booking was not accurate

Booking number [protected] I booked this flight from Austin TX to Glasgow Scotland.

On the morning of the flight, we received an email it was cancelled. We proceeded to the airport to see if we could get any updates. At the airport we were told that the flight did not exist as that airline didn't fly to Canada and that they only flew to Atlanta.

I called Teck support, and they said I would receive an email shortly, couple of hours later we received another booking going to Atlanta again and not Pearson Canada the original booking was made for. and that the flight from Canada to Glasgow would be missed

I called support again and this time same as the first very bas connection along with very strong accents and this one actually was working from home and his children were playing around him so impossible to hear.

I cancelled the flights but have now been told I won't receive a full refund!

I feel this was a bit like bait and switch as the flight I booked for didn't exist.

I talked with the United Airlines person, and she said look at the board that flight never existed even though I had the paper showing it?

Desired outcome: I want a full refund

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4:30 am EDT

Kiwi.com Service

On Sunday 17th July I was supposed to travel to Bologna through Crete by Wizz airline: the flight was cancelled after 1 hr delay from departure due to lack of Staff.

I had a hotel booked for an overnight stay which I missed and couldn't be refunded

Through your agency, I then booked another flight the day after on Monday 18th July, leaving at 8am by Easyjet. I was on the phone with you begging to receive the boarding pass which I never recieved. I have also contacted you asking for the Reservation no PNR in order to do the boarding pass myself which I have never received. I also stayed overnight at Travelodge in Redhill in order to take the early flight.

I then booked the 3rd flight through you on Monday afternoon to travel to Bologna by valencia. The Ryanair flight was 2.5 hrs delayed.

From Sunday afternoon I only arrived to Bologna on Tuesday morning at 3am while my father was dying in hospital.

While I am still in shock and grieving for my father's death (19th July), I am going to take this complaint further if you do not act on appropriate compensation for the 2 hotels I have paid for (all receipts available on request) as wll as all the expenses encountered and the distress I went through due to your negligence. I am available over the phone [protected]) or by email ([protected]@hotmail.com) for any details you might need to proceed with this. I look forward to hearing from you soon. Best regards,

Fiorella Fronzi

Desired outcome: Reimbursement

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2:26 pm EDT

Kiwi.com Wrong tickets issued

Confirmed tickets with PNR were made available however when I reached the airport I discovered, the time of the flight was not as per provided by Kiwi.com and the tickets were not confirmed.

Tried to reach out the customer care agent, no response via in app message came and there was no calling numbers I could get on internet. Emailed them and auto generated message came that they will respond within 48hours.

Desired outcome: a.) Need refund against the actual ticketb.) need refund against the new ticket I had to buy

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6:05 am EDT

Kiwi.com Flight

You have charged me twice for a flight I booked with you.

Please see attached card details:

04 Jul -Kiwi.Com-, 99 Brno £1,217.31

04 Jul Tesco Store 2164, Bournemouth £119.99

06 Jul Qantas Air [protected], Jakarta £1,081.93

18,710,500.00 Rupiah, Indonesia,

Exch Rate 0.0001

Incl Non Sterling Trans Fee of £31.41

07 Jul -Kiwi.Com-, 99 Brno £206.26

232.40 Euro, Czech Republic,

Exch Rate 0.8875

Incl Non Sterling Trans Fee of £5.99

I only booked one flight from Bali to London and you have charged me for two. Please refund this now! I also want to change my flight. I need to get to London early. Please email me on lesley.n.[protected]@outlook.com ASAP and let me know how to do this. Thank you. Lesley Harris

Desired outcome: I would like a refund and an immediate reply.

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7:41 am EDT

Kiwi.com Travel tickets

I booked a travel ticket from Dubai till Peru. And they gave me RETURN connecting flights as per the below:

- Dubai to Tel Aviv

- TelAviv to Madrid

- Madrid to Lima

- Lima Cusco

- And Return from Cusco to Dubai (via Miami)

1. When I went to board the flight, I was stopped by the airlines and I was told that passengers are not allowed to transit through Israel. And I was offloaded from the flight and I missed my entire ticket. How are they offering connecting flights via Tel Aviv to their passengers ?

2. In their ticket it clearly says 'You will leave the visa-Free transit (Tel Aviv) and Peru (Lima) during each Self Transfer' based on these lines I was assured that Tel Aviv will let me transit and especially if Kiwi is offering me the tickets. 3. I still haven't received the PNR numbers for my entire booking. When I asked them to cancel my booking they are not ready to refund me a single penny. Secondly, I want to cancel my return flights, it's 14 days away and want full refund for this one. I have not even received PNR's for this booking, so I am sure they can cancel this booking and refund.

Desired outcome: They are not responding to all my queries.

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A
Andile Madikizela
, US
Sep 28, 2022 7:47 am EDT

hi

We booked as below a flight through British Airways and it was grounded and sent to bankcrupcy since June when we requested for a refund for our money nothing has come back.

Kiwi.com

Making travel better

For more info, open Help

Manage my booking

Saver Ticket

Basic Services

East London Cape Town

We’ve received your refund request

BOOKING NUMBER

[protected]

REFUND STATUS

Received

Your refund request is in good hands. Our dedicated refund team will start working on it as soon as possible and will do their best to get you a refund from the carrier.

Keep in mind that

If your trip has multiple parts, you can get refunds in multiple phases, depending on when we receive the refund from the carrier.

If we receive a monetary refund, we’ll refund you via your original payment method. Please note that if you made multiple payments, we’ll send you multiple refunds.

We’ll always try to get you a monetary refund. However some carriers might only provide vouchers or other non-monetary refunds. If that’s the case, we’ll forward them to you or offer you Kiwi.com Credit instead.

View details

East London Cape Town

ELS East London, South Africa

East London 14:10

Mon, 4 Jul 2022

CPT Cape Town, South Africa

Cape Town International

Carrier: British Airways

Operating carrier: Kulula

15:45

Mon, 4 Jul 2022

Cape Town East London

CPT Cape Town, South Africa

Cape Town International 12:00

Mon, 18 Jul 2022

ELS East London, South Africa

East London

Carrier: British Airways

13:35

Mon, 18 Jul 2022

For more info, open Help

or contact our customer support.

www.kiwi.com

Kiwi.com

Facebook Twitter Instagram LinkedIn

Can you please follow up with this .

Regards

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1:16 pm EDT

Kiwi.com Flight tickets

I had booked a flight from Munich to Dubai via Budapest from Kiwi.com

As per the tickets issued by Kiwi.com, following was the schedule.

Munich to Budapest : Departure time : 6:45 AM [PNR: OSGWHZ]

Budapest to Dubai : Departure time : 11:50 AM [PNR: UL4MXX]

But actual time of the flight from Munich to Budapest was 11:30 AM

Also, my flight from Munich was NOT a confirmed ticket and I had to request airlines for confirming my tickets.

Because of this I missed my connecting flight.

I asked refund to Kiwi.com website, but I did not get any refund.

Can you please help me with the same.

Kiwi booking ID [protected].

Desired outcome: Need full refund against my ticket

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6:20 am EDT

Kiwi.com Refuse cancellation of a booking which made without my knowledge

My little nephew make a booking via Kiwi.com with out my knowledge and when I tried after 2 hours to cancel this booking, Kiwi.com refuse the cancellation because the ticket was the cheap 'saver ticket'.

They charge me £525.41.

I had my details saved in their system, so it was easy for the kid to proceed with the booking. I tried to spoke with them but they refuse the refund.

Desired outcome: Please refund

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8:11 pm EDT

Kiwi.com False flight cancellations and resheduling

My partner and I booked two thousand dollars worth of flights a week ago and Kiwi.com has unnecessarily cancelled and rescheduled two of the sectors so far with our only option being to rebook their new itinerary at an extortionate rate or request a refund which will take up to 3 months. Our trip will be well and truely over by this stage and by the looks of previous complaints, we won't receive a refund anytime soon.

This site is a total scam, I have been travelling for 25 years and never came across such a disgraceful company.

Desired outcome: I want a full refund on all my tickets and a response from kiwi.com as soon as possible.

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7:04 am EDT

Kiwi.com Delayed Refund

I am still waiting for a flight refund from the 26th April 2020! After being extremely patient with the process and chasing multiple times within manage my booking; I have lost patience and now apparently my booking number does not exist, very convenient. I would simply like to talk to someone within the company to explain the situation, but alas that seems like too much to ask.

Desired outcome: A simple refund.

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5:45 am EDT

Kiwi.com Kiwi sold me a fraudulent ticket

Hi,

My name is Maryam Shirkhan . This complain is against kiwi.com which is an online travel agent. Unfortunately I made a mistake and trusted Kiwi and purchased a round-trip ticket for $1,400.00.

This is in regard to my recent round trip from LAX to Bali, Indonesia. Booking number with Kiwi is:

[protected]. I purchased the round-trip ticket and I’m an American citizen, I was supposed to transit through Tokyo and Vietnam to get to Bali. In my past trip which I purchased my tickets directly with the major airlines, I was able to transit without getting a visa because in Japan American citizen can transit without a visa. But Kiwi sold me tickets that I was trapped in Vietnam and Japan, they did not allow me to get on the airplane because they said I needed a visa for Japan. The airlines that kiwi sold me a ticket with, they could not transit me to Los Angeles from Tokyo. Kiwi should not have put such airlines together as part of a round trip ticket. I tried to call Kiwi to change the flight but nobody responded. I already paid $1400 to Kiwi for this ticket and I couldn’t make this trip back because the way kiwi set it up. I had to buy another ticket with United to come back home. With United airline I transited through Japan without requiring a visa but the airline Kiwi set me up did not allow me to transit through Japan without a visa. kiwi is running such a scam. No other airlines ever put such flights together as a round trip ticket because the passenger gets trapped and can’t finish the trip but kiwi does such a scam. I am asking to get full refund for what I paid to Kiwi which is $1,400.

Maryam Shirkhan

Desired outcome: I am asking to get full refund for what I paid to Kiwi which is $1,400.

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2:59 am EDT

Kiwi.com Cancellation and refund

Whoms so ever concern,

Requesting you to reply to the update on the refund as the flights was cancelled which was one of the main reason of my visa rejection and due to this I was not able to travel and have lost a lot of money.

If this issue cannot be solved by you requesting you to get me connecting to the concern person who this help me get my money back. As I have ben chasing this for months now and no action has been taken.

I have also attached the documents as proof.

Awaiting your reply

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6:29 am EDT

Kiwi.com No confirmed flight refund

Not getting refund for not confirmed flight booking through kiwi.com

I contact them many times through helpdesk support in there website as they don't take phone call unless your flight is soon

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4:50 am EDT

Kiwi.com Contact

Hi

I have contacted you guys through twitter as couldn’t get through any other way

A guy replied and then I sent further messages I am so pissed off with that service

I really need your email address reference you registered to my flight as I can’t access the Ryan air site as the reservation number doesn’t match , and to make a change it needs to be upgraded to priority as they told me to do after I was charged £44 last flight

I have tried contacting you and it seems impossible I have another 3 flights booked though you this year very tempted to cancel and never book again 🤷‍♂️

Very frustrating!

Regards

Eddy

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3:19 pm EDT
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Kiwi.com refund not issued and no reply

July 5 2021 we spent over 3000$ on airline tickets through kiwi we had to cancel due to illness and they claimed they issued us the full amount back in "kiwi credit" good for use until 2023. When we went to rebook it we discovered there is only an $11 credit. For weeks we have emailed and called unsuccessfully. They do not respond and I consider it fraudulent at this point

Desired outcome: I would like a full refund because there is improper service and communication with this business

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11:30 am EDT

Kiwi.com No Boarding pass or Seating as promised and paid for

I booked through KIWI.COM to go from London Stanstead to Alicante Spain , a Ryan Air flight 11th May 2022 (one way) flight number FR6647 at 10.40 am carrier Ryan Air, Booking number [protected] .

I asked and asked for days before my flight, as i am a very nervous flyer and also diagnosed with ADHD very recently at the age of 53, that i could book a seat (to sit with my friends who booked a while back through the Ryan Air Website. I was refunded my seat money and sat completely on my own.

I called and called to ask for my boarding pass and was told repeatedly, "do not panic, your boarding pass will be emailed to you 48 hours before take off.

As the time got nearer and nearer, i was then told it would be 24 hours before take off.

I called and called from the airport and was told that your desks were not open and to "just go to the Ryan Air customer services".

In danger of nearly missing my flight and waiting behind a huge queue despite getting to the airport 4 hours before departure , i then had to pay £55 for a service which I paid for (check in) along with my flight . I was by this point in tears and fearing that i could not even go away for a few days which i had been waiting for for over 3 years. . The confirmation number is Fii2YR and was stamped with MWEB.

This is really unacceptable and caused me to miss the first night of my short break due to major stress . I am asking for a refund immediately.. My phone number is [protected] and my name is Lisa Burr. You should have this on your records from my booking flighing out 11/05. I am very upset that my short break was cut a day shorter.

I have tried to call and call Kiwi.Com but because my flight is now passed , i cannot speak to anyone.

When i attempted to at the airport , was told by Kiwi, its too early and no advisers here so just go to the Ryan Air desk.

I would be grateful with a phone call with immediate effect, and also an email to [protected]@gmail.com and lisa.[protected]@bankofengland.co.uk as this is unacceptable.

Many Thanks

Lisa

Desired outcome: A refund of £55 and compensation for the stress i have received which spoilt my short break

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Abdul wajid DAWOODZAI
, US
Feb 13, 2023 12:21 pm EST

book ticket from frankfurt to kabul after a day it shows your ticket had cancelled refund 10euro but while I payed 1102 euro I have not even cancel it then I asked them send me proves says it is been cancelled and they said it us volontaires refund cancelled we can not provide any proof and I want my refund or rebook tickets please they scaming people we you asked something on the support they keep saying the same thing again and again told refund my money and they we have refund you 10euro ahah really how it works

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10:03 pm EDT

Kiwi.com Pedido incorrecto fecha de vuelo

Señores kiwi

Los contacto para solicitarles el inmenso favor de que me colaboren en el cambio del vuelo de regreso de Arauca a Bogotá vía Satena del 11 de septiembre del 2022 (Fecha solicitada 9 de octubre del 2022) de la reserva No [protected] a nombre de Lina Maria Dussan Parales con cédula número 30.083.105 y correo electronico [protected]@hotmail.com.

El error se ocasiona de mi parte visualizando el regreso para el 9 de octubre domingo y parece que no lo cogió la aplicación de dicha página, la compra realizada hoy 8 de julio de los tiquetes fue hecha de mi tarjeta de crédito mastercard a nombre de Mauricio Antonio Hoyos Echavarria, mi contacto es [protected] desde Medellin-Colombia.

Cualquier dato adicional les agradeceria al correo [protected]@gmail.com

Desired outcome: Cambio de fecha de regreso a Bogotá el 9 de octubre del 2022 a nombre del mismo viajero Lina Maria Dussan Parales cedula de ciudadania [protected]

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9:42 am EDT

Kiwi.com Flight

Please inform about the reasons why my trip schedule is changed? I had a trip for 07.07.2022 at 13:05 from Turin, Italy to Tirana, Albania. Than agency Kiwi informed me about the changes of schedule. New Schedule is: 08.07.2022 at 17:15 I have another trip planned for that date. How can we proceed?

When I check on Turin airport page

https://www.aeroportoditorino.it/it/tofly/voli/partenze-arrivi?orario=domani&set=partenze

I see that for tomorrow, 07.07.2022 isn't any trip scheduled from Turin - to Tirana.

You can see attached initial schedule from Kiwi.

As you can see on the images on the date / time planned for the trip Turin - Tirana, here is another trip Turin - Palermo.

How is this possible?

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8:37 am EDT

Kiwi.com flight booking [protected] / invoice 2022-[protected]

Dear Si/Madam

I have noticed on my credit card statement that you have taken the full amount of £142.09 (no refund). I booked the flight on the 27th May 2022 and due to a family matter I had to reluctantly cancel on the 29th May 2022.

The actual ryanair flight cost £55.01. The voluntary seat reservations cost £87.08.

I have been in touch with several consumer agencies ( e.g. citizen advice and the BBC ) about the right to cancellation refunds. They have advised me to give your company the opportunity to respond to my complaint before making their investigations.

I await the response from Kiwi.

Yours Sincerely,

Mr Michael Beggan

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5:17 pm EDT
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Kiwi.com Refund not received

Booking [protected]: Request progress has been "Waiting for the carrier" for over a year. When is the refund coming?

Desired outcome: Immediate refund

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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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