Kiwi.com
Reviews and Complaints

As someone who has explored various travel options, I must say that Kiwi.com offers a unique approach to finding flights. While some customers have reported positive experiences with friendly flight attendants and smooth flights, others have faced challenges such as mismatched e-ticket numbers and missed connections due to tight flight schedules. It seems that Kiwi.com's customer service can be a hit or miss, with instances of excellent service when issues arise, but also cases where customers feel left stranded without adequate support. It's essential to carefully review all details before booking through Kiwi.com to avoid unexpected surprises during your travel journey.

I purchased a flight ticket from Guatemala City to Flores.
I missed my flight to Guatemala.
I replied to a booking conformation and explained my situation. Within a couple of hours I received an email saying my booking had been changed by the carrier, and I got just what I wanted.

I am very surprised about so many hate comments. I fly over 40 times per year, mostly in EU, and I often book at Kiwi, especially when I have to combine several lowcosts in one route - like Wizzair & Ryanair. Even if I end up not buying at Kiwi, I always go there to search for the best connections.

I saw a lot of bad reviews but I don't have much money so I gave a try to this company and I can say I had a great experience, they are very organized, sent everything I needed in my email a few days before my trip, I did not have any problems with them. Very good experience so far, if I have the opportunity to book flights with them again, I will!

I have bought a ticket from Prague to Barcelona and back. I paid the whole sum and the day after I got an email that the server was breaked and I do not have a ticket. So I picked up to refund my money as a Credit to buy another ticket. This day after having Credit on my Kiwi account I have bought another ticket using credit and paying about 3 Euros more So I needed to use my debit Card. It took the whole amount and So I paid more than twice. There is not a phone contact So I am just waiting for Sb from kiwi to write me back or call me. :(

Great experience. I had booked my flight from Boston to Barcelona with them.
One of the flights was with Vueling (worst company ever) and the flight got delayed, then canceled, and whatnot. We lost our connection and Kiwi.com offered the BEST service. They gave us a 4-star hotel, paid for taxis, food, and gave me the next available flight for me to go back to Boston.

The service is the BEST I've ever experienced. Definitely, recommend.

Also, we were running late for our connection and Kiwi is so efficient that they had made the check in for us and sent us our boarding passes. So we didnt have to check in when we got to the airport. AMAZING experience

I found a ticket from Eastern Europe to Cincinnati with three flights (this is normal) for $300. Usually, on the off months I pay between $600-$900 and during peak months I pay between $1k-$1.2k. Reading all of the reviews, and having a horrible experience with BravoFly, I was 1000% skeptical and worried. I think I didn't have a bad experience because there were no cancelations with any of my flights since I bought it about 10 days before departure. I didn't have to communicate with anyone from their team, everything went pretty normal. My review is that they saved me money and I was able to get from point A to point B. I will definitely continue using them for my flights.

My friend and I decided to go on a three week vacation from Canada to Europe. My son told me he booked his vacation with Kiwi.com and was very happy with the arrangements. So I started booking. The Kiwi website is very easy to use, it is clear and gives you the best results. I was able to book our trip to Europe in one afternoon. We visited five countries, stayed with Airbnbs and had an amazing worry free vacation. Everything we planned and scheduled worked amazingly and resulted in a knock out vacation.
I would like to thank everybody at Kiwi.com who made our travel experience pleasant, affordable and carefree. While we were on vacation we were already thinking about our next trip with Kiwi.com. Can't wait to book with Kiwi. Com again soon.
Sincerely, Giuliana Giacomini

I am only writing this review to counterbalance the many negative comments. I have found KiWi a very reliable booking agent. I suppose some of the people here did indeed have some negative experiences, but some mishaps will always occur. My flight was delayed and so I missed the connecting flight to Palma de Majorca in Vienna. KiWi told me to stay at the airport while they would provide me with an alternative. Since I didn't want to sit it out I went to book another flight out with a different airline which I paid out of my own pocket. This was against the policy of KiWi, but I didn't want to stay in Vienna. So when I contacted them and explained they offered a refund for the value of the ticket.
It worked out well for them as well as me. No hotels, alternative bookings etc, but some companies would have denied any refund because I didn't follow their instructions. Very happy with the way they reacted and will recommend them explicitly.
By the way, I am travelling again this week.
There where some issues regarding luggage which where quickly sorted out. So it wasn't just a one time off thing.

I booked two BE flights from IND to POP this February 2023. Once I got my confirmation numbers I checked with airline and found out they were legit tickets. I unfortunately had to pay full price thru airlines to use expiring credits but I utilized that to get free checked bags for my companions. They were auto assigned seats but they were good seats and we all boarded in group 1 for military so it was a win win! I have zero complaints and would definitely use Kiki again

Stay away from this company. I booked return airfare in the summer only to have this company tell me a week prior the flight is cancelled and I would have to pay the money for another ticket. I ended up cancelling the trip all together and never seen a dime from them...Cant get a hold of anyone at their office..I can only conclude at this point its intentionally. Total waste of $400 dollars..just what I need when Im struggling paycheck to paycheck.How this company is allowed to operate is beyond me

I deeply regret booking with Kiwi. I scheduled a morning flight to Barcelona to catch my booked tourist liner in the evening. However, the airline changed the schedule, so that my flight arrives after the liner departures. Despite this significant inconvenience, Kiwi accepted the schedule change without notifying me and refused to reschedule my flight. I could have easily resolved this issue directly with the airline. I see no value in using Kiwi and strongly advise booking directly with the company instead.

I bought a return ticket from Penang to Banda Aceh. The return flight was scheduled for September 11th, 2023. To our shock and dismay, the return flight was cancelled without notice. This incident has forced us to buy a returning ticket at an unforeseen additional cost. A request for a refund was submitted on the same day. There was no action until January 2024. I was given the option to select refund to the original account that I used to purchase the ticket or select Kiwi credit. As a person with a sound state of mind, I definitely selected a refund to my account (monetary form). However, Kiwi.com manipulatively sent a notification that I had selected a refund to my Kiwi credit, which I did not and will never do due to my bad experience with them. When I send messages for the refund to be made in monetary form, the support staff keep repeating that I have selected credit AND REFUSED TO REFUND ME IN MONETARY FORM!

I urged people to stop using Kiwi.com as they are totally SCAMMERS!

I created an airline booking through Kiwi.com on 11/27/2023, but the booking dates were incorrect.

Within two minutes of creating the booking, I called Kiwi.com's Customer Service line at 1 *******159. I spoke with an agent on a recorded line who told me that I could cancel the booking through the Manage My Booking link on the Kiwi.com website as long as the booking was still processing.

Already on the website, I kept clicking the cancellation link because the status of my booking was still processing. However, every time I clicked the link to cancel, an error page loaded, which prevented me from canceling.

I had the agent on the phone while I was trying to cancel my booking, and asked for her help. She said she could do nothing on her end, but reiterated that I should be able to cancel the reservation provided it was still processing.

This was false. The website prevented me from canceling, and Kiwi charged me a bizarrely high price for a non-refundable ticket. However, the Kiwi.com agent said on the recorded line that I was allowed to cancel provided that the booking was still processing, which it was.

Kiwi.com is a rip off and a scam, and they nickel and dime every aspect of travel. Go with Kayak, Priceline, Expedia, or Amex Travel, or the airlines directly. Kiwi.com charges for a carry on! Next it will be in flight toilet paper.

Tip for consumers:

Just to emphasize, Kiwi.com overcharges. Its base fare appears low, but they charge well over an additional $120 for a carryon, $26 for seat selection of any kind, and an additoal $100 for flight protection. This far exceeds what other travel websites charge. Its just a price-gouging operation that takes advantage of consumers.

I had a flight from Tashkent, UZ to Ryadh, Saudi Arabia, with connecting flight in Jeddah, and so I pre-paid for 2 checked luggages (45kg) for the trip with the manager (Ryaan) who assured me that $200 would cover for both flights and also the transfer of luggages. When i checked in for flight the airlines said i had to do the transfer of luggages myself manually in Jeddah. When i tried to call to Ryaan he did not accept the phone call.

I booked Sri Lankan airlines on 19th September via using the Kiwi.com online platform. It was very clear that the direct flight from Dubai to Colombo, the flight is on 20th September with flying duration 4hrs and 25minutes.

I went to the check in counter at the airport and the booking was not found in their system. Thereafter, they found that the Kiwi.com has scheduled a round trip ticket which was not disclose at the time of online booking. The Sri Lankan airlines Manager told not to trust Kiwi.com and my booking was the 5th complain in the month of September. He told that the ticket is a fake booking and they cannot take responsibility at all. I tried to contact using the Kiwi contract number in Dubai but not responded and using the online support but Kiwi.com network was not connected.

Thereafter, I reserved a fly Dubai flight without any problem.

I contacted Kiwi.com support team asking refund but did not agree at all and my money steal by Kiwi.com without looking at my trouble and their incorrect ticket.

The refund is not received until today and the company like smuggling from the people. DO NOT TRUST Kiwi.com and don't book using the third party sites like this.Kiwi.com is completely cheating the people showing fake offers on the website. They don't care about the people after paid and no help at all.

If you want to lose your money and ruin your vacation plans, then contact kiwi.com

Step-by-step instructions on how to lose money with kiwi.com

Step 1: book tickets through this service

Step 2: kiwi.com first confirms the booking, and then cancels and offers other options (2 times more expensive) or a refund

Step 3: You agree to a refund, but Qiwi refunds you 20-30 percent less and REFUSES to confirm that the airline refunded exactly this amount.

Thus, you are being deceived and covered by the service policy, although by law they are required to confirm the return with documents from the air carrier.

The only reason a kiwi.com is needed in this world is simply to find out through this service which carrier flies to your destination and GO to the carrier's website to purchase tickets directly. Believe me, it's 10-15 percent cheaper there. Better yet, check it out for yourself.

Lastly, kiwi.com, you do not deserve to be an air carrier aggregator because your schemes are fraudulent and dishonest. I hope this review will help protect other people from you and make this world a better place but without you.

These people are scammers. They will find a way to take your money from you. They will not fix minors problems and actually do things to cause problems with your flight booking to take your money. Call your bank for a chargeback. They lied yo me and told me the airline cancelled my flight. I called the carrier and they said that kiwi.com cancelled the ticket. Now they refuse to tell me if I am getting a refund.

I had a really bad experience with Kiwi.com and I want to share it with everyone so they don't make the same mistake I did. I booked two flight packages with them and both times I had trouble getting my money back. I don't recommend booking anything with Kiwi.com unless you want to lose your money.

The first time I booked with them was in May 2019. I had a 4-flight itinerary from Thailand to India. Everything was going well until the last flight was cancelled while I was at the check-in counter. I thought it would be easy to get a refund since I paid for a service that was not provided. But Kiwi.com made it really difficult for me. They ignored my messages or sent me scripted responses that were frustrating to deal with. Some of their customer service agents didn't even know what they were talking about. They got my name wrong, quoted the wrong ticket number, and told me things that weren't true. One agent told me I would get a refund, another said I already got one, but most of them said I couldn't get a refund because my flight was "non-refundable". That's not true because the airline cancelled the flight, not me.

Other agents told me that the Kiwi.com Guarantee didn't apply to me, but they wouldn't say why. And some said that since the airline provided me with a taxi, I wasn't eligible for a refund. That's ridiculous because a taxi ride is not the same as a flight.

The second time I booked with Kiwi.com was in July 2019. I booked a short flight from Denpasar to Kuala Lumpur. I wanted to change the date or cancel the flight, so I called them to ask about the process. They told me to submit a form to find out what refund I was eligible for. I did that and a few days later I got a refund of CAD$7. I was shocked because I thought I would get more. They told me my flight had already been cancelled and a refund processed. But I found out later that the form was actually a refund claim form and the second I pressed the "Send" button, my flight was automatically cancelled and I only got whatever amount Kiwi.com decided to give me. I fought with them for weeks to get the rest of my money back, but they denied me every time.

I finally filed a fraud claim with my credit card company and they agreed that this was fraudulent behavior. They gave me a chargeback in full.

If you've been scammed by Kiwi.com, here's what you can do:
- Contact the airline first
- File a fraud claim with your credit card company
- File a complaint with your country's department of transportation and the Better Business Bureau
- Join a Facebook group that's organizing a class action lawsuit against Kiwi.com
- Post negative reviews on social media platforms, Trustpilot, TripAdvisor, etc.
- Tell your friends not to book with Kiwi.com

Don't let Kiwi.com take your hard-earned money!

Kiwi.com is a flight booking service that you should avoid at all costs. Don't be fooled by their "attractive" prices, because they are not worth the trouble. Spend a little extra money and book with a reputable company like Expedia or Kayak, or even directly through the airline itself.

If you do decide to take a chance on Kiwi.com, be warned. They will offer you a great deal and flight plan at first, but they have the authority to change your flight plan at any time. This could result in departing on a different day or enduring more layovers than you originally planned. And if you're inconvenienced by these changes, don't expect any refund or compensation from Kiwi.com.

I had my flights rescheduled twice in the span of four days, and my original one layover flight turned into three. When I contacted each individual airline to find out why there were so many flight changes, they told me that they had zero record of my name or booking in their database at all. Kiwi.com had presented an attractive flight path, charged me slightly under market value, and then changed my flight path to a ticket with double the layovers, which typically cost way less. They profited the difference and the commission of filling an airline.

My ticket with Kiwi.com cost $900, while the market value was $1050-$1100. If I had originally looked for flights with three layovers, my ticket would have only cost around $650-$700. Kiwi.com presents an attractive flight path, charges slightly under market value, and then changes your flight path to a ticket with double the layovers, which typically cost way less. They profit the difference and the commission of filling an airline.

When I presented this information to the Kiwi.com staff and management, they offered me a refund of 10 euros. Yes, you read that right. Ten euros. After being on the phone for 40 minutes, there was no change in solution. I either had to take their alternative flight plan or lose my $900. I chose to lose my $900 and rebooked through Expedia for $1150.

In conclusion, do not book with Kiwi.com. Spend a little extra money and book with a reputable company. It's not worth the hassle and frustration.

Booking # [protected]

Passenger:

1) Jeanette Cabusi changes it to Jeanette Belwigan Cabusi

2) Angelica Cabusi changes it to Angelica Belwigan Cabusi

Note: The names have been edited to make the change in my account [protected]@yahoo.com but until now still processing. This must be done before the carrier issue a reservation number.

Booking # [protected]

Passenger:

1) Eisen Belwigan changes it to Eisen Papa Belwigan

2) Venice Belwigan changes it to Venice Papa Belwigan

Note: my account for this reservation is [protected]@yahoo.com. Tickets have been paid and cleared in my bank account as well.

Kiwi.com is offering me less than $500 for airline tickets that I paid $3331.60 for. They are also not taking my calls. I used Kiwi.com after the site Kayak.com suggested them as a trusted company. I regret to inform you that during this pandemic, they are not providing sufficient customer service. I purchased our tickets on December 9th, 2019 before COVID-19, and now Kiwi.com is offering me a refund of a little over $400 for my almost $3500 tickets. I called Kiwi.com almost a month ago and was told I would receive a full refund if my flights were canceled. If they weren't canceled, I had up to 48 hours prior to boarding to receive $10 for every $11 I paid. Kiwi.com is not keeping their promise. I recently spoke to a customer service agent at Finnair and was told that my refund was already approved on their end for a 100% refund to me. The same goes for *** Airlines and Norwegian Air UK. My order numbers are *** and ***. My flight with *** Airlines was on May 13, 2020, and my flight with AY Airlines was on May 28, 2020. I paid with a debit card. The email below is from Kiwi.com after I asked Kayak.com to contact them.

Dear *** and ***,

I am writing to you regarding bookings number *** and ***. I regret to hear about the cancellation of your journey, as it must have caused you considerable distress. It has come to my attention that you have been dissatisfied with our refund process and customer support in general. I tried to contact you via phone but was unable to reach you. Please allow me to provide some additional explanation and offer some solutions for the issues you have raised.

The general rule that applies in your situation is that it falls under the category of Force Majeure. This means that we will refund whatever can be refunded by the airlines. If an airline approves a full refund of their flight, that is what will be forwarded to you. In your case, I can see that the only flights that are officially canceled so far are your flight to *** with Norwegian Air and your return flight from Rome to ***. However, we need to wait for all of the flights to be officially canceled before we can ask for a refund. Some airlines wait until a few days before departure to send a cancellation notification in the hope that travel bans will be lifted by departure time. As for your question about the airlines' reservations, we cannot share the credentials we used when making the reservations with the airlines on your behalf, mainly for security reasons. This is because we sometimes use our own special accounts that allow us to provide better prices. Giving you access to these accounts would also give you access to thousands of other bookings for other passengers. Therefore, the refund has to be processed by us on your behalf.

Regarding your refund options, please check the options in your Manage My Booking page on the Kiwi.com website. There, you can choose one of the options. For example, if you choose the Free Assisted Refund, you will give us permission to submit the refund requests with the airlines without delay and pass the amounts to you once we receive them. While the estimated processing time is 3 months, it is just a rough time frame, and the actual processing time will mostly depend on the airlines' speed of resolution. Due to the large number of contacts and requests both we and the airlines have been experiencing during this period, all of the requests take much longer than usual to be processed. Please note that filling out the refund application form is mandatory for all passengers before we can proceed with contacting the airlines and requesting a refund. While I would like to process everything right away, we need to wait for the flights to be canceled and the refund amounts to be sent to us before we can take action from our end. Having the refund form filled out from your side is a way for us to track and monitor your request.

Hi dear siren madam I mad a booking this morning online after on hours I resive email ✉️ stit that the can not give me the tickets because off price reas I ask for refund but the saying the credit me for next trip I don't want to book eany more withe kiwi.com please refund my money asap athear why is I'm gonna report my refund claim to embarrassment finance please send money back to my account as soon as possible

كانت عندي رحلة من المغرب الى دبي عبر مرور ب عدة بلدان و عندما اردت اخد تدكرة من شركة مسؤولة عن الرحلة قالو لي اسمك ليس مدرج الى الرحلة النهاية و تم إلغاء رحلتي و شركة كوي لا تريد تسوية الأمر معي او اجاد حجز اخر لي

Hello,

I am emailing on behalf of Elina Elloudi who booked a trip to Thessaloniki with yourselves on 30th July 2023. Unfortunately her EasyJet flight was delayed for over 2 hours from Manchester to Mykonos and she subsequently missed her 2nd flight with Olympic. She ended up having to get a coach and a ferry to Thessaloniki.

Would you please look into this for her and arrange any compensation she might be entitled to.

Her account with yourselves however has been blocked as she has been unable to reset her password.

Her email address is [protected]@gmail.com

I have attached her flight tickets for her journey. If you require the ferry tickets please let me know.

Thank you

Susan Kirtley (for Lina Ellinoudi)

This is the email I sent KIWI.com and I have received no response. That was 13/09/2023

Sent from my iPhone

I miss read the refund option kiwi gave me. I asked to revert back since I have not used the credit issues as according to policy, this is the only case someone qualifies. They refuse to do so. I found the policy which I included below.

Itinerary [protected]

I’ve contact kiwi several times to revert back, the terms and condition mention nothing in regards to reverting back to monetary refund. Website policy states I qualify.

I booked flights from Alicante to Santorini 1 stop, Santorini to Alicante 2 stops, two seat reservations and insurance against missed flights from delays, total cost £174.50, the money has been taken from my account however I have had no confirmation of flights or any information at all, I have logged onto my account and it states no trips.

Flight dates September 28th returning August 4th 2023.

Reference on my bank statement [protected] 99Brno

Transaction number from my Bank 72715053227229829026729

My details

Michael Albert Cunningham

55 Avenida de londres

La Marina Urb

San Fulgencio 03177

[protected]

Reference Price Lock FL158895443...Flight was booked on July 31, 2023 at approximately 8:30PM CST...deposit was given & was given 72 hours to provide

balance of payment. Attempted to finalize on August 3, 2023 within the 72 hour timeframe & found the was no longer honored. The reason was a price increase in a 48 hour time period which contradicts the purpose of the price lock. I met my obligation and should not be penalized. I had room reservations & set up

activities at my destination that I am working on to cancel. The flight now is three times the original cost.

In April 2023 I booked two tickets for a flight from Palermo (Italy) to Munich (Germany) for late September 2023 thru Kiwi.com. The original booking included seat reservation charges which they were not able to provide and which I duely received a refund.

I was issued an "e-ticket" by kiwi.com which supposedly confirmed the booking. When I contacted the airline directly a few weeks later regarding the booking and reserving seats, I was told that the tickets had not yet been issued because they had not yet received any payment for the booking.

Over the last few weeks I have contacted Kiwi.com 3 times regarding the non issuing of the tickets and they assured me that they would look into it. As I have received no response to my request I decided to re-book my flights directly with the airline (which I should have done in the first place in hindsight).

I have requested a cancellation of my booking with Kiwi.com and they said they can only refund 10 euros as per their conditions for the ticket type that I purchased. I have requested a full refund because of non performance or non issue of any tickets related to the booking which I assumed would be happen within a reasonable timeframe.

In February 2022, the Indigo company didn’t allow me to check-in at the Kochi airport (India) for unknown reasons. After fighting for my rights, the company finally accepted to refund my flight tickets through by vouchers which has been sent to the registered adress generated by Kiwi.

After one year, I’ve been told that Indigo had already sent the vouchers last year but Kiwi never notified me neither sent me any of those vouchers (that worth around 250€).

A few days ago, Indigo accepted to extend the validity of thise vouchers and sent it 3x to the registered adress. Since I was’´t receiving anything, I’ve called the Indigo company and that’s when they’ve told me the registered adress was a generated adress from Kiwi and let me know that Kiwi was the only one who can solve the issue now.

So since then, I’m trying to get my vouchers back, I’m being put on hold and I’ve been told that someone the case has been sent to another department and that someone will comeback to me. However, after getting a little confused when I saw on the topic of this conversation with Kiwi that the case was solved so I’ve kindly expressed my confusion and asked about the delay and where I should expect someone to comeback to me. But then, I received a message telling that nobody was coming back to me since the case was solved.

It’s been a year now. Indigo has filled his part and respected their commitments but Kiwi keeps holding those vouchers that don’t belong to them.

I’m a regular customer of Kiwi because they are proposing many interesting flights however, the customer service care is shameful and this company should be reported for such cheating and disrespectful behavior.

I bought a flight ticket from Istanbul to Tokyo through kiwi.com. I also needed a Transit visa for my flight Because it was a connecting flight, I had to cancel my flight at the last minute because kiwi.com did not provide any information and they refuse to refund me. They did not inform me about the visa issue and now they say they will not refund your money

Hello I would like to file a complain. My husband called and they didn't help them. Your website entered the wrong date. They changed the date. We entered it on July 24, 2023 but you guys entered it on July 22. This flight is bound from Taipei to Philippines. But the time and airlines are the same except the date.

Would you please change it to July 24, 2023 not July 22, 2023. This is my email address: [protected]@yahoo.com. My phone number is [protected]. My booking number is [protected]. We booked it using Kiwi.com Thanks.

Petty

So, I gotta tell ya about my experience with kiwi.com. I booked a round trip from London to Amsterdam for March 2020. It was all good until Flybe, the airline I was supposed to fly with, went belly up on March 4th. I was freaking out, man! I tried reaching out to kiwi.com through email, online chat, and phone calls, but it was like talking to a brick wall. They told me to wait 24 hours for a solution, but I knew that flight costs would be going up if I didn't act fast. When I called back after 24 hours, they told me to wait another 12 hours! I had no choice but to book a new flight myself, which cost me a pretty penny.

Now, I get that Flybe going under wasn't kiwi.com's fault, but their lack of customer service was a real bummer. I mean, if they were a five-star service, they would have hooked me up with an alternative flight at no extra cost. But nope, they left me high and dry. As a customer, I expect more from a travel agent than just a booking system. I want them to be proactive and help me out when things go wrong.

It's been almost three months since this happened, and I'm still waiting for kiwi.com to take ownership of the situation. It's like they don't care about their customers. I feel like I got ripped off, man. I lost the money from my original booking and had to spend way more than I should have on alternative arrangements. I'm never using kiwi.com again, that's for sure.

We had a really bad experience with Kiwi.com. Let me tell you the story. We had a flight scheduled for December 24th, 2018, but less than 24 hours before the flight, we received a call from Kiwi.com saying that the flight was cancelled. They rescheduled us for a flight on December 23rd, leaving in less than an hour from the time they called us. But we were 8 hours away from the airport, so it was impossible for us to get there in time. We told them that we couldn't make it, but they confirmed us on that flight anyway. Of course, we missed it.

When we arrived at the airport, we went to the JetSmart counter, the company we were flying with, but it was closed because it was Christmas. Another company from that group told us that the flight we booked via Kiwi.com never existed in the system. That's why we were rescheduled to be on the flight for the 23rd of December, which we missed. We had to go to a LATAM airlines counter to purchase new flights, which cost us close to $1000 USD. We needed these flights because it was Christmas and we had family to visit.

When we got back home, we contacted Kiwi.com for a refund on January 14th, but they didn't arrange a solution for us for over 2 months. In March, they managed to get a refund for us, but only a partial refund, and they couldn't explain why. The airline had not given them an explanation apparently, and they told us to contact the airline directly because they had done all they could.

We did that, and the airline responded that they refunded less than the amount of the booking because "we cancelled" the flight with less than an hour prior to its scheduled departure, and due to their terms and conditions, this is why we were refunded less. We tried to take legal action with our travel insurance, but they don't cover bookings via travel agencies such as Kiwi.com, so we had to go back to the beginning and contact Kiwi.com again.

We spoke to a guy who was helpful and was "on our side," and he asked us to apply for a refund again via our Kiwi.com account as what had happened to us was unacceptable. We did that, and a few days after, we got a response saying that it was not accepted and that we had received everything we were supposed to, and that was it. We then called Kiwi.com again, and they took time to look through our notes and account details. This time they responded that the airline had not refunded the full amount because they have incurred fees due to OUR cancellation, when at the end of the day, we DID NOT cancel anything.

They ended the call by saying, "We cannot and will not help any further, as we have done everything we can," and here we are, with a partial refund for a flight we never boarded or given the chance to board and $1000 less in our account because we had to source replacement flights on Christmas Eve! It was a really frustrating experience, and we wouldn't recommend Kiwi.com to anyone.

Me and my mom had a flight from BGO to KEF and we arrived at the airport early. We were excited to start our journey and everything seemed to be in order. But when we tried to check in, we found out that one of our reference codes was invalid. We were confused and didn't know what to do. So, we called Kiwi and they told us that they would send an email. We received the email, but the reference codes were still the same, with one still being invalid. We informed the representative about this, but she kept telling us to check in at the airport in person, which we were already doing. She then asked us to allow 2 hours for processing, but we didn't know what she was referring to. Our flight was about to depart in less than an hour, so we told her to rebook the flight and provide a valid reference code. But she said that she couldn't rebook the second flight because it was too close to departure time. We asked if they could rebook us for another flight, but they claimed that they couldn't find any available seats and that we would have to book the flights ourselves.

We were frustrated and didn't know what to do. We demanded that the representative send us an email confirming that they would refund us for the cost of the flights. We argued back and forth with her, but she assured us that the email would be sent shortly and that we needed to go ahead and purchase a new ticket. We refused to do so until we received the email. After much aggression on our part, we finally received the email stating that they would refund us up to 500 EUR if we submitted the receipts in the Refund Application Form within the next 14 days. While they conceded that they would refund the cost for the two new tickets, we had spent 1 hour and 43 minutes on an international phone call at $2 per minute, which we are also requesting recompense for since we shouldn't have had to call in the first place had they booked our flights correctly from the start. We had lost approximately 3 hours that could have been used traveling in Iceland where we were supposed to be.

We were disappointed with Kiwi's service and we advise others not to use them unless they have the time, money, and energy to spare. We had no consumer error and made no mistake while booking. We arrived at the airport early and our flight was planned as scheduled. The only issue was that Kiwi failed to provide a working reference number for one of our two tickets. This mistake cost us an extra $584.94 in new flight tickets, approximately $206 for an international phone call to rectify the situation, and 3 hours delay. We have read many negative reviews about Kiwi and it's clear that this company does all that they can to shirk responsibility for their mistakes and maintain zero accountability.

I recently booked a flight with Kiwi.com from Athens, Greece to Fort Lauderdale, FL with two stops in Copenhagen and Stockholm. The flights were with different carriers, Aegean Airlines, SAS, and Norwegian Airlines. The first flight with Aegean Airlines went smoothly, but the second flight with SAS was a nightmare. The flight was delayed for about 20-30 minutes, and they charged me 60 euros for my carry-on bag, which the first airline did not charge me. When we arrived in Stockholm, we had to wait for a transit bus to take us from the plane to the terminal, which put us with a little over 60 minutes to run to the counter to check-in since online check-in was not available. Once we got to the Norwegian counters, they denied us check-in due to the check-in process closing when under 60 minutes.

I called Kiwi.com for assistance, and the lady I spoke to, Rashida, was very kind and helpful. She said that they would need to process this claim and send it to the Kiwi Guarantee team for further review and for a decision to be made in about 2-4 hrs. However, after waiting for four hours, we did not receive any calls or emails from Kiwi.com. I called again and spoke to another representative who mentioned that my case was denied, and we would have to buy our own ticket back to FLL. I asked to speak to his manager and explained the situation to the manager. The manager said they would review once more and make a final decision in 20-30 minutes. After waiting for 40 minutes, we received an email notification saying that Kiwi had given us the option to go on another flight to FLL but for the next day.

The problem was the timing and delay in this gruesome process. It took them over 4 hours to figure this out, and we had to call so many times to get this resolved. As a customer, these headaches can be avoided if you avoid Kiwi.com and just book with the carriers. On top of that, the communication with the customer is terrible. We ended up staying one night in Stockholm without a hotel and stayed with a friend's uncle. Next thing we know, we get an email around 9 PM saying Kiwi.com booked us a hotel next to the airport. Why did they not inform us of the hotel during our numerous calls? Just overall terrible communication and review process.