Kiwi.com
Reviews and Complaints

I recently booked a flight with easyJet airlines via kiwi.com which I payed through my visa debt card. my payment went through and it had asked me for all of my passport details which I submitted and got my booking reference. however Two hours later I got an email saying it couldn't process my flight as there was a technical issue. I called the customer service support number to query this. I was very confused as the money showed it had been taken out of my bank. Once I got through to them I spoke to a man which he told me that the reason it hadn't gone through was because there was a "technical issue" with the website and the flights were actually sold out but still showed up on the website and still allowed me to book! Firstly I am appalled that it actually let my payment go through when that was the case but secondly to then find out it can take up to 10 working days for me to get my money back? This is a absolute joke. The reason I booked this last minute flights was because I really needed to get to my destination ASAP. Okay I understand that there was a "technical issue" but to not refund my money straight away is an outrage. The 420 pounds spent on the flight was thr only money in my account and the flight was for tomorrow. Not only do I miss being able to fly out tomorrow I now have to wait for the money to reach my bank for me to organise myself another flight which probably won't happen until 10 working days. This is disgusting I have never experienced anything like this in my life. no one actually tried to resolve my issue and offer me alternatives as to what I could do! This service is a joke

I am extremely annoyed by Last minute service. I paid for 2 tickets fro my mother in law and brother in law to go back to Chicago on 16th August via London Heathrow airport. Reference [protected]. Reservation: WPRYAV / WQEMK2; e-ticket: [protected] /[protected]. I drove my family on time for check in and all. At boarding, the two were denied entry after check in. The query was premised on the way the ticket was issued; that you only issued one ticket with 2 references, however, Sandra Elia Mubanga (according to Brussels Airline would only go as far as Brussels) Because the 2 are on the same ticket, they were both denied entry hence could not travel. I made several attempts to contact yourselves but only to speak to a recording; as well, my details that I used to book the tickets with, were not recognized (telephone said not to link with the booking reference number) .
I travelled all the way from Merseyside to drop my family at the airport. I lost money on parking, on fuel and refreshments. I travelled to and from Merseyside twice as I had to come back after the flight left without them. They were stranded at the airport for hours. No one was available to speak to me from your office. At 2236 hours, you sent email with boarding passes for Miami to Detroit but did not provide one for Brussels to Miami. The airlines queried this and said that Sandra Elia Mubanga's destination is Brussels. Hence they were left behind. Brussels said that the way you issued the e-tickets was not something they could split as they were no boarding passes for onward terminals.
I find this appalling that you failed to provide a service that I paid for. I am left counting costs. My mother in law and brother in law have lost out on wages as they are supposed to resume work on Sunday in Chicago. The amount of stress and anxiety that this has caused cannot be ignored! I want to know what you intend to do? I would like the trips rescheduled or refunded.

I paid for these tickets and demand answers

Flight (connecting flight) was booked through KIWI.COM. 
Upon arrival to first destination, we learned that the scheduled flight out was cancelled by the airline over a month ago. KIWI failed to send cancellation notice email, phone call nor text. This experience resulted in spending £799.00 on another flight ticket plus extra expenses due to having to stay longer. Contacted KIWI, provided all the information needed to support my argument, their response is that my claim does not applies to their guarantee and that is up to the airline to decide, we have been waiting for this answer for two months now.

When contacted the airline (Interjet) who specifically said that their flight was cancelled over a month prior to the scheduled flight and booking company (KIWI) was supposed to notify all effected customers.

Unfortunately to late I have browsed the internet about KIWI and found out there are countless bad reviews and complaints about this company, stay away from them.

PEOPLE: STAY AWAY FROM BOOKING WITH KIWI.COM. They cost me over £800.00, a great deal of stress and financial loss.

Hi I just booked two tickets for myself Mr. Hamid Amiri and my daughter Ms. Yasmin Amiri to fly to Istanbul from Bristol.

when I was emailed the booking document, to my surprise I noticed that my daughter's name has also been put as Hamid Amiri, the other details were correct. I'm hundred percent that I put my daughter's name in the box as it's ridiculous to put two Hamid Amiri booking. I called your customer service and your colleague says I have to request a change of name and pay the extra fees for that.

my point is that I haven't changed any passenger to pay extra fees, the only mistake (either on my side or yours) is that the first name of my daughter has been added wrongly.
I am requesting a swift and fair response to my situation. Regards Hamid Amiri

I reserved a plane ticket today and from the drop down menu I selected 23 instead of 28(birthdate) and when I requested the change they wanted me to pay 10 euros! That is ridiculous. Please help. Can it be modified earlier than 48 hrs? It is giving me anxiety.

Reservation created 8/9/2019
Reserved for 9/10/2019
Res. number is 69 632 772
Name Elena Cristina Niculescu
Phone +[protected]
Correct birthdate 28.05.1989

Hello Team,

It's really disheartening that due to delay in the flight timings I had to miss my connecting flight to Singapore.

Booking No - 66 028 908
Flight # SG 6287 scheduled departure time 00:15 from Mumbai to Chennai 02:15 got delayed. Flight took off at 2:00 and landed Chennai 3.45 domestic airport. It took 40 mins for me to reach terminal 4 that's my boarding point for flight # 6E51, scheduled departure was 4:30. It was highly possible to this flight as I need get boarding pass first then immigration check.
Since I missed this flight I had to book another flight at an cost of Rs 16042/- (INR).

Appreciate if I can get correct process to get this reimbursement done.

Regards, Sandeep Kasbe

We've brought tickets using your services. The respective invoice with details is attached.
When we arrived to the train station at Dortmund the DB staff insisted we pay for the ticket again.
This is totally unacceptable that we had to pay the double price for the tickets!
I would like to get back the money we had to pay for the train and verify whether the tickets for the bus we paid are valid.

Mariana
[protected]@gmail.com

We payed for a ticket London-Berlin-Belgrade on 04Aug19 reservation number 39108861 with a 23kg checked in bag but when we wanted to check-in the bag at the airport they told us we didn't have this option paid. Please contact me at [protected]@gmail.com with the reason why this happened and how I can be compensated for this very unpleasant experience. This is the first time I am using your services and I hope it won't be the last.
Kind regards,
Tamara Danilovic

We booked our flight from Charlotte to Brussels to land 1 day prior to a music festival and we had a delayed flight with Spirit Air that rerouted us and cost us a day to relax after travel and got us to our destinations 2 hours before we needed to be at our destination. They told us they would give us $200 for a hotel which they alerted us of at midnight which kept us in the airline for more than 5 hours without information of where we could go. We ended up sleeping in the airline because of the incompetency. When they rebooked us they gave us seats that were spread out instead of giving us something we could sit next to each other, really [censored]ty when we're trying to have a honeymoon. We were fortunate to ask another passenger to switch a seat.

Our flight home was delayed, for no reason stated, by Vueling airlines by over 2 hrs. We called kiwi.com to rebook us a flight and they found us airfare that is rerouting us to two extra locations, and an entire day later. Our flight was going to have us travel all day Saturday and arrives Sunday a.m., now we will be arriving Monday p.m., roughly 36 hours later.

We have been told yet again we will receive information of a hotel within 2 to 4 hours, which again leaves us stranded at an airport not knowing how far we can go to try to enjoy being stranded in a country we were not planning to be in For anything other than a transfer. This experience has also cost us an extra day of car parking expenses at our final destinations airport.

We will never be using this service again and we will highly not recommend this to everybody we know.

Customer service seemed careless for our time and money. And lastly I have had to call my job and rearrange work which also has cost me income.

I've never been so stressed out flying and I hope this does not happen to other patrons in the future.

I booked my flights with kiwi.com through skyscanner, I wish I had done it myself with all the hassle involved. I had great difficulty contacting them for my tickets and eventually managed to receive tickets through a compliant over the phone. However kiwi.com customer service did not specify that their main headquarters are in washington DC America and I live in the UK. There was no terms and conditions in place to say where they are located or rate per min. I am horrified as I was charged £49 to complain.

Flight (connecting flight) was booked through KIWI.COM.
Upon arrival to first destination, we learned that the scheduled flight out was cancelled by the airlines more than 2 days ago. KIWI failed to send cancellation notice email of flight. This experience resulted in spending over $400 on hotel stay and miscellaneous. Contacted KIWI, provided all receipts to support my argument, here is the response I received by email from them:
"Unfortunately, after contacting the airline, we found out that no refund is available for your booking"

We called the airline (Turkish Airlines) who specifically said that their flight was cancelled 2 days prior to the scheduled flight and booking company (KIWI) was supposed to notify all effected customers.

When calling my credit card company (Capital One) and disputed the charge, the representative replied with: "Yes, we are dealing with KIWI refunds quite often, stay away from them".

PEOPLE: STAY AWAY FROM BOOKING WITH KIWI.COM. They cost me $400 and a lot more...

Hi,

I spent over an hour trying to explain
I received abuse and felt really ill treated. The inconvenience and embarrassment is unexplained.

Please find attached my second payment receipt of 48 euros for baggage to be checked in.

Please find attached receipt of original booking with baggage included.

I was told that there was a schedule change and my baggage was not added to the new schedule.

I would like a full refund for all purchases made.

Thanks

Hi my booking number is: 50 303 682 I was extremely confused as my e-ticket stated i can only take a 3kg bag 35x20x10 as a personal item in addition to the 20kg i had booked. I checked all 3 of the airlines we are flying with and Ryanair was the most strict in terms of dimensions of bags etc. despite this their non priority baggage allowance dimensions are 40x20x25! FAR GREATER than what it states on my e-ticket and in addition its more weight than what my e-ticket states 3kg! i spoke to your customer service agent last night at 20;31 and after a very long chat his words were more confusing and non at all making sense! He said that the reason for the 3kg was because of the most restricted airline but the most restricted airline is Ryanair and they allow non priority customers more weight and a bigger bag than mentioned on my e-ticket! your agents then advised I should look into priority booking, i asked him to send me an email of the charges. 20 minutes later I receive a call from your agent asking how many priority bookings I wanted... I was really annoyed as the information he had given me was INCORRECT! your agent informed me that Pegasus airline were really tight and they only allow 3kg with a very small bag! i found this very hard to believe as i had carried out my research prior to calling and also we travel more than 3/4 times a year so i knew what he was saying didnt add up! i told him right away that i didnt want the priority booking and this was a means of Kiwi making money from the vulnerability of customers! As soon as I began to say these things he immediately said oh mam I will check something for you and came back after a few minutes to say that the e-ticket had a technical hitch hence why the weight and dimensions of hand luggage were so restricted! I told your agent to email me an ACCURATE e-ticket and he said he will which as yet he clearly has not! I am absolutely DISGUSTED with Kiwi and wish I had not booked through yourselves. My family have also booked through you on the same date for 4 people by the name of Mirza. In the past I have booked through you and have often told my friends and family to book with you but not anymore! I will be taking this further and informing all frinds and family NEVER to book with you again! My husband works for a newspaper and I will definitely be speaking to him about the awful customer service I have received from Kiwi! Please send me my CORRECT e-ticket as soon as possible and it has been a DISGRACE to do business with you and this is definitely the last time!

hi,
Two days ago I ordered 2 tickets to MYKONOS from TEL AVIV from 2/8 to 7/8 And haven't got any confirmation yet.
When I finished my order I received a message that my order was not confirmed and I was waiting for you to confirm it. I have not received confirmation and flight in six days. How will I know that the flight has been approved? What should I do?
Right now I don't know what to do because I already ordered a room at a very expensive hotel.
I'll appreciate if you let me know ASAP
BAR MAROM

[protected]@gmail.com

When I rented a car from KIWI I payed for car rental plus insurance (183 pounds) but had to pay more when I picked it up or give 1440 euro insurance, 1440 euros would have blocked use on my card and the vacation just started

So I payed again 136+195, 63 euros there but had already payed to KIWI 183 POUNDS

Please check my photos and see if this is wrong or not

my booking no 64706246 (PNR) ARKG6
MOHAMMAD ABUL KALAM

with my booking ticket included (CHECKED BAGGAGE) 20 KG
I all ready check BANGLADESH BIMAN my booking information WITHOUT CHECKED BAGGAGE why ?

i need checked baggage 20 kg

this website cheat with me, because this website showing ticket checked baggage 20 kg but this booking dont have CHECKED BAGGAGE

if i want to cancel this flight how ?

thanks

First of all this review is quite long, but I do recommend reading it if you plan on using this booking website.
I used Kiwi because I was referred by a friend who uses it frequently to go back home to Columbia. I was traveling to Vienna, Austria with a friend and I didn't want to spend a lot of money. Immediately I discovered that Kiwi offered the best prices so I decided to book with them. I made the booking in late May to fly out Sunday, July 7th to Vienna. Everything seemed good to go. I was flying from Orlando, FL-Glasgow, Scotland-Dublin, Ireland-Vienna, Austria. Three different flights and three different airlines.

Unfortunately, a little over 2 weeks before my flight, it was determined that the other person that was supposed to fly with me would be unable to go. Sadly, I did not pay for insurance for my flights, so it was up to me to pay for whatever cancellations/name changes on his ticket so someone else could go with me. I take complete responsibility for that. What I do not take responsibility for is what comes after I try to make names changes. This is where Kiwi's costumer service was horrendous.

As stated on Kiwi's website, any changes to a ticket must be made at least 48 hours before departure of the flight. I requested to make a name change the night of Friday, June 28th. Almost 9 full days before the departure of my flight. Plenty of time. I immediately got an email from Kiwi stating they received the request and to give them no more than 48 hours to hear back from the airline to find out if the name change can be done and whatever fees are associated with that.

Fast forward to the following Wednesday morning...well over the 48 hours I was quoted...I had to be the one to contact Kiwi to find out what the status of the name change request was...4 days before I was supposed to fly. All the costumer service rep could tell me was that they were still waiting to hear back from the airline. They will put my case as a priority.

Friday morning...2 days before my departure date, I still had yet to hear from Kiwi. So I called them again. They had an answer this time. I was allowed to change the name for a fee for two of the flights (Glasgow to Dublin and Dublin to Vienna). But the flight from Orlando to Glasgow, no name change was allowed, so I just had to rebook that single flight for the other person going with me. I was a little upset that it took so long to get an answer and I was the one to contact, not them. But, it was taken care of...

When we arrived at the airport in Orlando, we discovered our flight to Glasgow was delayed. Although we had a decent layover time in Glasgow to catch our flight to Dublin (about 3 1/2 hours) I felt that we were still gonna miss our connecting flight. So I immediately called Kiwi just to give them a heads up that we might miss our connecting flight. And with their "guarantee" I thought for sure we would be okay and they would get us on another flight once we landed in Glasgow. Well that was not the case.

Since I was unable to change the name on that one ticket from Orlando to Glasgow and had to buy a new ticket, Kiwi told me that my friend would NOT be covered because she doesn't have a connecting flight..even though she DID it just was under a different booking. ALSO, Kiwi asked me what the delay was for and I told them weather and they told me they don't cover weather delays AT ALL! WHAT?! They told me they don't cover weather delays because the airlines will cover it. UNFORTUNATELY, since our connecting flight was a different airline, the airlines wouldn't cover it either.

So, we ended up missing our connecting flight in Glasgow. Which resulted in spending an additional $1088.00 in flights out of our own pockets to get to Vienna. I am very very upset with the costumer service I recieved from Kiwi. They didn't help one bit and didn't seem to care.

Their "guarantee" is a joke. How could they not cover weather delays? And how come they quoted me no more than 48 hours to recieve an answer and it took them almost 7 days PLUS me contacting them to get an answer on a name change?

I highly recommend you stay away from kiwi for booking your flights.

I was notified that I had to update my passenger details before check-in. I went in to do this, but I made a mistake and wanted to change it immediately. I had to pay 10 € to fix a simple mistake, and this was one week before my deadline to actually update the passenger details. I thought that if I could get a hold of customer service that they could help me, as only minutes had passed since I had made the mistake. I had a really hard time actually finding a phone number or email (seems like they are making it as difficult as possible to even reach them), and when I finally found a phone number, it was a ROBOT customer service and they still couldn't help me. Their unavailability and terrible customer service makes me not want to use their service again.

I booked a flight from Newark to Rome, and return from Naples to Newark. Booking number [protected]. I also paid extra to have the flexibility to cancel my reservations within 24hrs. Due to personal reasons, I had to cancel my reservations within 24hrs time period. However, I did not get a full refund back even though I cancelled within 24hrs time period. They withheld close to 700$! This is not right!

We booked two tickets with KIWI two months prior to our departure date, but when we hurried to the airport and got ready to check in, we were told on the ground that our tickets from Lisbon to Boston had been canceled and KIWI, as the agency, had already requested refund from the airline company, which is insane because the airline company told me that they offered to reschedule our whole trip - due to their reschedule of the first flight, plus one overnight accommodation at layover airport. BUT KIWI chose to cancel the flight, without even communicating with us, and kept the money to themselves, the most disgusting thing was when we called them, they lied to us and told us the flight was canceled by the airline company, and said if we requested refund it would take up to one month, they refused to tell us how much they could refund us but told us it would depend on how much the airline refunds to them.

The customer service was joker and BS, we immediately booked tickets with KLM but paid more than 2.5K for the trip which is much more than the average price of two months ago if we could have booked with KLM or others - BUT NO KIWI!.

Basically, KIWI played as a middle man between us and the airline, without providing us our ticket number we don't have any control over our tickets or get any notification when there is any change. And KIWI takes advantage of the situation, once there is any change, they choose to get at least full refund from the airline company and keep the money to them. Then when we found out our tickets were canceled, KIWI started to waste our patience and time, in the end they would talk like an a--hole, if we request refund from KIWI, it takes one month and the amount is subject to how much they got from the airline. BS. LIAR. They make money by canceling our tickets and by hauling us from getting our money back.

I called my credit card bank immediately and started a dispute over the charge, one day later, my bank got my money back. There must be tons of disputes over KIWI's charge, so that my bank moves so fast.

SHHHHIIIITTTY experience with KIWI, hope it won't happen to you. NO KIWI.