Kiwi.com
Reviews and Complaints

I am complaining about my holiday that was ruined because you did not offer check in for connecting flight at Katowice which meant with an hour between landing and flight we were late checking in so the flight you booked was over booked so we could not fly for a further 6 hours ruining our holiday as we missed the speedway qualifiers on the Friday afternoon which is whywe had a early flight to start with. We did not arrive in Warsaw till after 8:00pm which was to late. So I want compensation for this error you made! My first time to Poland and flying with Kiwi.com and definitely the last

WHOM IT MAY CONCERN

Hi,
my name is Leemichael Liptrot i'm writing to you on complaints about flight MT1327 on the 06/05/2019. Serviced by Thomas Cook Airline.
I am completely dissatisfied and disgusted with not only the amount of time the flight was delayed but how I was personally treated as I was having a panic attack which was medically proven once I was finally seen too by medical staff at Venice airport.
I was sat in seat 13b on the left hand side of the plane and as the plane was just taking off a excruciating sound was coming from the left wing engine, so excruciating I had cover my ears just lower the sound slightly. I knew there was something wrong straight away and I knew the flight wasn't safe to be on, but instead of turning back around the flight kept going, which made me scared even more. The flight crew were saying that everything is ok despite obvious facts it wasn't. I knew it and after around 30 - 40 minutes of flying we were finally told that the plane will have to land at venice airport, without any further explanation or apologies or further informations. Once the plane had finally landed (which was an awful landing may I had) i needed to be off the plane a.s.a.p as I couldn't breathe, i was hyperventerlating, I was feeling faint, feeling like I was about to vomit. Desperately needed fresh air. I was completely scared of the awful event I had just experienced and instead of respecting my wishes and being concerned for my well being and let me pass onto stairs (which was absolutely safe at that moment) the cabin crew was blocking my way and also telling my wife that "I won't be fit to fly so you better stay quiet". They forced me to stay on the plane and told me that the engine crew was more important and had to board the plane 1st to check the engine. I know the engine crew has to check the information inside the cockpit but I find this absolutely disgusting that passenger safety does not come 1st in a life-threatening situation. As it should be. Anything could of happened with that engine and we were being made to stay on an unsafe plane! After around 5 mins of my wife trying to get the point across to your cabin crew and explain obvious things like that i needed fresh air to breathe properly and sugar to raise my blood pressure from feeling anymore faint and explaining that she knew the procedures for this case as she has worked for other airline for two years, they finally allowed me onto the stairs of the aircraft and gave me a cup with fizzy pop in it apart from that no concerns were met by cabin crew to see if i was ok and didn't even ask if I was ok. Worth to mention that whilst explaining procedures and the situation to your cabin crew, my wife instead of apologies at least, been treated in a very rude way by one of the female member of the cabin crew on flight from Split to Venice, not offer any help as well with making joke about my health condition at that moment, which we find disgusting.

Whilst sitting upon the stair way the cabin crew was saying they're not going to let me fly back home, which made feel even more worse than I already was.
I clearly stated that I could not be on that plane due to plane's condition and my condition due to plane malfunction, you had other passengers that were upset and even both adults and children crying to the cabin crew and still they had no concerns for any of our well beings. The cabin crew was not interested in giving me or my wife free pass outside even when I was about to faint. They were blocking the exit of the aircraft with no consideration for my wife's feelings for my wellbeing in this traumatic situation. Finally a medical staff arrived from Venice airport where they took me to a medical centre inside the airport where after examination I was confirmed to be suffering from a serious panic attack (copy of the medical report attached) and gave me medicine to calm down my heart rate and nerves, after the medical staff saw fit that I was ok and was in a fit enough condition to be able to fly they saw fit enough for them to let me go from the medical centre and they put me in a wheelchair because my legs was still unstable to walk on and with cooperation between medical team and the airport staff they safely placed me in a restaurant where they made sure I was fed and had plenty to drink to get my energy back up. I was told at this point that a new plane had been organised due to the original plane had been stated to be unfit for flight which proved my suspicion was correct and that I was not over exaggerating which further upset me about the whole experience as I felt embarrassed by your cabin crew saying that I was over reacting when I wasn't as well as feeling horrible with my medical condition at the time.
I find this disgusting and traumatic that cabin crew treat me that way in front of all passengers.
After a few hours of waiting and finally starting to be stable enough to walk around again I had to walk to the new flights gate as I was told that someone would come and collect me but nobody shown up on time, so I made my own way to make sure I would catch the flight and not miss it, upon the arrival at the gate I came across the other passengers who were not sat near the engine wings and did not know what was fully going on due to poor communication from once again the cabin crew. the other passenger's told me that they only fully knew what was happening 2hrs later after being stuck on the plane worried and then being told that the plane was not fit to fly, the other passengers then continued to ask if I was ok and then apologised to me after being told by your cabin crew that i had over reacted and that there was no need for any concern, I was completely upset and felt totally disrespected for my feeling from the cabin crew.
Once we had finally boarded the replacement flight which was suppose to be a 19:30(local time) departure from Venice ended up being 20:37(local time) departure from Venice which started my nerves and heart rate to rise once again but fortunately this time the new cabin crew were much more co-operative and communicative to keep us informed of what was happening. finally the plane took flight but only landed at Manchester airport at 22:09(local time) which was nearly 9 hrs late (8hrs and 40 mins to be precise) which was the worst 9 hrs of my life, due to the lateness of the flights and it being bank holiday in England all transports had ended earlier causing me to getting a taxi instead of train or other public transport form and costing me a further £45 pounds to get back home by taxi seeming as your company thomas cook airlines did not see fit to supply there passengers with any transport because of your convenience not ours.
Not to mention missed appointments planned for monday afternoon.

scheduled departure from Croatia:
11:30 UTC 06.05.2019 (10:30 ENG TIME)
landing time in Venice:
12:20 VEN 06.05.2019 (11:20 ENG TIME)
scheduled departure from Venice:
19:30 VEN 06.05.2019 (18:30 ENG TIME)
actual departure time from Venice:
20:37 VEN 06.05.2019 (19:37 ENG TIME)
arrival time in Manchester England:
22:09 MAN 06.05.2019

After all the exhaustion, stress and grief from this terrible experience from Thomas cook airlines flight and cabin crew i would a total refund on both mine and my wife's flight and a financial compensation for all the stress and grief you put me through.
If I don't hear from you and receive compensation for my traumatic experience with your airlines I will be forced to take legal court action and retrieve a full compensating amount.

Kind regards:
Leemichael Liptrot
Dominique Magdalena Zuk

I hv made a flight booking on 23rd Mar from Singapore from Kiwi.com On 25th Mar I was supposed to travel from Guangzhou to Hanoi and it was cancelled by the airline. So I had to book another flight from my own expense and applied for a refund for the cancellation through Kiwi. As per the Kiwi guarantee if the flight s cancelled is cancelled by the airline I'm supposed to receive full amount, but they replied to my email after a month that there won't be any refund.
Booking reference- [protected]
Date of travel 23 mar 2019 to 29 mar 2019

Dear Kiwi

Unfortunatly I have a complaint to make about a flight I booked for myself and my girlfriend Liselotte under the booking number [protected].

We left Heathrow at 22.10 on Wednesday 17th April and arrived in Wuhan, China at 15.45 on Thursday 18th and were supposed to board a flight to Phuket at 22.10

We were told when we arrived in Wuhan that the flight was cancelled

The staff of Southern China airways were very unhelpful and left us waiting until 1.00am on Friday 19th when they finally arranged a hotel after 9hours. During this time I phoned Kiwi customer service to ask for advice and but was told by the advisor there was nothing they could do and that the guarantee only covered our flight from Phuket to Siem Reap.

We stayed in the hotel for 4 hours being promised to leave to Guangzhou at 8.30 Friday 20th But the flight was delayed by 12 hours due to weather conditions meaning we missed the transfer to Phuket.

When we arrived in Guangzhou at 22.30 Friday 19th we then immediately queued at the delayed flight transfer desk.

Queuing for 3 hours and being pushed aside several times we finally rearranged a transfer flight to Phuket at 12.30pm Saturday 20th.

We were told to go to gate 50 to arrange free accommodation for that night but when we arrived there were no hotel rooms available.Having no promised accommodation arranged for us, we waited at Guangzhou airport from 1.30am to 12.30pm (11 hours) to finally get to Phuket.

Whilst in Guangzhou airport I phoned Kiwi customer service to help arrange our flight from Phuket to Siem Reap and was told to phone them when we were boarding the flight so they knew when we were landing so they could arrange our flight as promised under the guarantee.

We arrived in Phuket at 16.00 only to discover that we had no alternative flight from Kiwi which was promised to us to be sent via email as we boarded in Guangzhou.We immediately went to the air Asia desk to ask for the next flight to Siem Reap and were told there is one flight a day at 5.35am.

We arranged a hotel in Phuket for ourselves then called kiwi again and asked if they could book us this flight under the guarantee. We were told to wait for a confirmation call between 2 to 4 hours again receiving no call in the promised time.

Kiwi team booked another transfer flight to siem reap and phoned at an inconvenient 3.30am to inform us of an alternative flight they arranged which was to go via a transfer through Bangkok and would take an extra day of our time.

We did not ask for this and could not understand why you couldn't give us the 5.35am direct flight to Siem Reap so we booked it ourselves for 6350THB (£190)

It was not the intention to pay for this flight but due to the disorganisation of your team we had lost all faith and were determined to finally start our holiday

We finally arrived in siem reap at 6.15am Sunday 21st, 2 days later than arranged.

Being so disappointed in your service, false promises and lack of understanding for our situation.We deserve a full refund of £880 for the flights from Heathrow to Siem reap.

Also we would like to claim back the additional £190 flights from Phuket to siem reap, and our hotel in Phuket for 900THB.

Your sincerely

Jamie Bailey

Hi,

My name is Charles Soares. Had booked a one way fare from Melbourne, all the way through to Goa, India. Had booked a one way ticket as my mother is suffering from cancer and is very ill. Although am on an Indian passport, am an australian permanent resident and have been for the past 13 years. I had an onward itenary to my destination. All the above requirements satisfied my condition to attain a transit visa while having to change terminals and flights in Singapore. However, my initial journey from Melbourne to Singapore never materialized. The Jetstar stuff demanded that i have a visit visa before leaving melbourne. I was not allowed to board the flight in melbourne and subsequently had to cancel all connecting flights. I ended up booking new flights. In lieu of the above, i request kiwi to provide me with a full refund for all the trauma caused to me today. God forbid if something were to happen to my mum while me not being there i would hold kiwi and Jetstar responsible for this mishap. If this matter is not handled appropriately, i will take the matter up with an external agency.

Name: Charles Edward
Surname: De Quadros Soares
Date of Journey:8th May 2019
Melbourne->Singapore->Chennai->Goa
Jetstar->Air India Express->Spicejet
PNR:
MJZLVG:FLZEEI:U7YUHV

1. Date of incident : 12.03.2019
2. +[protected]
3. The salam air flight was delay for more than 3 1/2 hours from doha to muscat (flight no is ov132). So I last my connecting flight air arabia from muscat to sharjah (flight no g9117). I am totally new to this place and during night. And no one was their to help me. I suffered a lot in the night both physically and mentally agony.
4. Request to refund.

Booking N0. [protected]. On 25th April we flew from Alicante to Southampton with Vueling, making a stopover of just over two hours at Palma, Mallorca airport. We booked disability assistance throughout. Flight was over half an hour late taking off and when we arrived the assistance person couldn't find the check in desk for Flybe, the next flight. We had to collect our luggage and with everyone passing us from pillar to post we ended up being rushed through x-ray as they were boarding at the time. We thought we would have a leisurely meal at the airport but no such luck. Unbelievably the same thing happened on the way back. The plane was over an hour late taking off and the assistance person was worse than the first. The airport is huge and nobody seemed to know where we should go, so it happened again, the two hours 40 minutes when we could have had a leisurely meal was taken up with the same problems so again we were rushed through. There were no direct flights on the dates we picked but we weren't given a different choice of dates, so picked the one which we thought at the time was best but it turned out to be the worse. It would have helped the situation if we didn't have to collect the luggage each time instead of it going directly. We couldn't print the boarding passes out before we went, so that was another problem at the airport.

Booking number [protected]
Flight date 22nd April

I had a terrible experience with Kiwi.com and from doing more internet research it would seem that the trustpilot overall rating is a lot different from most customers opinions on other sites, it would not surprise me if most of the 5 star reviews are fake. It's possible that if nothing goes wrong with the booking you may get to your destination without issues but if anything does change then you're in for stressful time.

48 hours before we were leaving for our holiday I was informed that the interconnecting flight coming back was landing in a different airport so we wouldnt be able to make it home. As part of the "Kiwi guarantee", they say they will find suitable alternatives if there are any changes outwith of your control. The alternatives they gave involved either a 10.5 hour layover or I could spend an extra 330 euros and reduce it to 5.5 hours. I told them this wasn't a suitable alternative as I was travelling with a 2 year old and was even willing to land at a different final destination to try and reduce the layover time and give them more options but this was when the trouble started...

For most of the holiday I was stressed as they kept saying "give us 24-48 hours", in the end I emailed several times and did 10 international phone calls (spanning 10 days) to try and sort it out. In the end, I had to pay for another flight (last minute) in order to get home at a reasonable hour. It doesn't help that you speak to a different person every time and it is clear that English isn't their first language so communication can be a problem as well. Most of the phone operators were very friendly and empathetic but could never do anything to resolve the issue and would always say that it was sent to the relevant team (who you can't contact directly).
I will never use this booking company again and I hope that at least someone sees this and thinks twice or digs a little deeper into the online complaints as I just went off the trustpilot reviews which led to a complete disaster of a holiday.

Still waiting on a refund for the interconnecting flight that I never used, can't say I've got my hopes up for that though!

Internal flight in Indonesia. LBJ-DPS on Lion Air. Booked via Kiwi. Ref: 48 336 926 . Booking made fewer than 7 days before flight.

At 22:02 on 01/05/2019 airline contacted Kiwi to inform that my flight was now 7 hours earlier. This was hardly acceptable but at least it was sufficient notice to book another flight.

Kiwi never contacted me, nor did they pass across my contact details. They had both my telephone number and email address from booking. They emailed and texted me when I booked.

Kiwi's phone number in the UK on booking confirmation does not work. The number simply disconnects. I tried 10 times. Nor does the Live Chat function. When I click "Need assistance at airport", I'm told to contact airline.

I've had to book a flight in 2 days' time. I've lost a £400 reservation in Bali plus 2 days' holiday. Negligent and shameful.

Sir,

I phoned two times this week for my complaint, with your servicedesk (NL: +31 [protected] )

Bookingsdocument from KIWI.com mentions flight from HER to BRU (Brussels, Belgium, flightnumber : TB2252 ; TUI FLY ) departing at 21 april 2019 22:30 h local time. We came to Heraklion airport about 20:00h en the flight to BRU already left at about 19:00h? We were NOT notified by kiwi.com or TUI fly.

So, we had to book 3 new tickets from HER to AMS (Schiphol, Amsterdam; Holland); Transavia, flight HV 6876 (21 april 2019) and i had to pay 525, 00 eur for 3 new flight tickets. We also had to arrange a airport taxi service from Amsterdam Airport to our house in Belgium (> 200 km) and we had to pay an additional 115, 00 eur.

Can you confirm that KIWI.COM will pay back the cost of our extra flight (or the TUI flight) and the additional taxi cost.

Erik Witters
Boterbloemstraat 27
3970 Leopoldsburg
Belgium

erik.[protected]@telenet.be

+32(0)[protected]

They have a nice customer support which helped me a lot with my lost baggage at the airport. They contacted Norwegian and gave me all the information needed. I really recommend. They also have the security system which might seem to be fraud but in fact they are preventing us from it. I am a frequent flyer and I can say that Kiwi.com is the best option to save money!

Cancelled flight to the US, got a partial refund, no breakdown so I guess it was government taxes. Provided medical certificate as instructed by Kiwi.com, after I initially cancelled, signed by senior medical consultant. This I thought would have guaranteed me a refund of the balance, about £500, not a chance. Emails galore, more twists than a slippery snake. Answer kept coming back, no, no, no. So many excuses, didn't follow the correct procedure, doctor's letter not correct etc., decision made accept it. They just do not and will not refund if they can possibly get away with it. You wouldn't think this crowd were in the travel/holiday business. I certainly will on no circumstances use them again, ever, and would advise others to steer well clear. Next time, I will read up on any online company before using them, this company has destroyed all my trust. I would rather pay more to a reputable company for a decent and honest service.

Good day

I had my booking automatically placed on hold and then cancelled, due to the airline deciding after I paid online that they were going to increase the cost of the ticket by 50%.

I needed to get to my destination, so I went back online, only to see the same flight was still advertised at the original price I paid. (there was no price increase) so I booked it again. Paid online with my credit card again. And what do you know? Two hours later I got a notice saying unless I paid 50% more than my original booking, my ticket would be cancelled and refunded.

Now if this isn't a ploy by either kiwi or the airline to get people to choose the cheaper flight and then actually coax them into paying more than the other flights, well then I do not know what is!

Not only do I have no flight now, I have also paid twice on my credit card and have to wait 10 business days for these refunds.

Very disappointed in this tactic being used here.

First booking: [protected]
Second booking: [protected]

You ask for me to provide a desired resolution:... Please make sure that either you, or your partner airlines do not make such outrageous policies. The price at the time of booking and completing/processing payment surely cannot change. Twice.

Ps: I went online again now and the price is still the same for this flight. (the original price I paid last week and the price I paid yesterday) so why do you want me to pay 50% more! The advertised price has not changed. I bet you if I booked and paid again the same thing would happen.

I was told I'd get a full refund as the airline agreed to this and you sent me and email before I cancelled confirming this and then you have only refunded me a fraction of what I paid. I cancelled a day later so how can that change so quickly. I'm Owed £200 from kiwi.com and I will get my Grabdad who is a solicitor to address this if need be and then sue you on top of it. Just refund me what is owed to me please.

I had booked a flight from Stockholm to Dubai on kiwi.com. Booking number: [protected]
The flight of first part was by Norwegian from Stockholm to Dubai, which was cancelled & Norwegian offered us an alternate flight from Stockholm-Copenhagen & Copenhagen-Dubai with a long halt at Copenhagen, which we accepted as we had no other option since we had a connecting flight from Dubai-Mumbai to catch. But when we were waiting at Copenhagen, we got a call from Jet Airways that their Dubai-Mumbai flight was cancelled due to operational reasons & they were also not able to provide us with any alternate flight but will give a full refund of the amount paid through the agent. We had no option & we called kiwi.com as they have a kiwi.com guarantee which promises that if any flight is cancelled they will provide an alternate option for the same at no extra cost. But here they said that since it was a force majeure situation where the airline has filed for insolvency they cannot give us an alternate option. They also said that they will provide full refund of the amount paid for the flight. By the time all this happened it was time to fly from Copenhagen-Dubai, so we left & decided to go to Dubai & find alternate flight from there. From Dubai, all flight to Mumbai were full or very exorbitantly priced, so we waited almost 10 hrs on Dubai Airport & took a flight Dubai-Pune at much higher prices & also spent on Pune-Mumbai Taxi to reach Mumbai.
After coming to Mumbai, I filed a request for refund of Jet Airways flight which was cancelled with kiwi.com. They processed the same & sent me the refund of 341.09 USD, but as per their Invoice they charged me 500.14 USD for that flight including baggage which they showed separately in their Invoice. I requested them for a full refund of amount I paid as the flight was cancelled, but they refused & said that we will only refund the amount they paid to jet airways & no additional baggage charges charged in the Invoice.
As the flight was cancelled I just request for a full refund of the amount paid by me. I have already spent a lot more money on my return flight & had to face lot of mental & physical stress for the same.
Kindly help me sort this matter & receive appropriate compensation.
Attached is the ticket & Invoice from kiwi.com

I am stuck in the airport because my flight was cancelled by Smartwings. No notification email sent at all. I just found out at the airport when my flight is not in the list. So I called the Airlines and they told me to contact Kiwi.com directly since I booked the flight with them. I contacted Kiwi.com and told them my ordeal but they only passed it back to the airlines. Now I am told to wait 4hrs (I am at the airport) and the Airline will just send me an email. No assurance at all even when I have mentioned the Kiwi Guarantee. This is the first time this happened to me and would never wish this happen even to my worst enemy. Now I am thinking of booking a different flight but I need a refund for my Dubai-Prague unused ticket!

Booking number: [protected]

This is the worse company I have ever used to book tickets... The first and last time.
Very misleading and providing incorrect information.
I booked tickets on the 17th march for the amount of £1165.00 and I cancelled these tickets due to incorrect dates within 5 minutes.
They have now refunded me £291.00 because apparently that's all the airline has returned. I have lost out on £885.00 only because I cancelled due to the dates. This is absolutly ridiculous.
When you call the company they advise you to talk to the airline and the airlines do not query anything further as this is booked through a travel agency airline. This is the worse company I have ever used. I will be taking further action as this is a lot of money for me to loose. What a rubbish company and procedures.

Twice now I have booked a flight through kiwi.com and the price has been advertised at £64 when paid. Then in the following days I receive an email saying the price has gone up by £28 and I must pay the difference or get a refund. I am appalled that this has happened to me twice now. This is false advertising and I feel as though it draws you in with a cheap price only to then make you pay more. This con is unacceptable from an airline and I am expecting compensation for this.
The second time it happened to me I had no time to book another flight as I am travelling remote and so had to pay the difference because of this sudden price change, exactly the same as before. The fact this has happened twice is terrible.

Looking forward to hearing from you

Ellie

Our flights from windhoek to johannesburg on air namibia had been cancelled. I informed you and you had not even received that information. On 15 march I requested a different flight.

On 16th march you wrote:-

As per your concern regarding the cancellation, we would like to inform you that as you have accepted the alternative flight march 25 17:30 windhoek (wdh) - johannesburg (jnb) 19:15. We have forwarded your concern to our relevant department for the changes. Please be informed a confirmation for the same will be sent to you within the next 48 hours on your registered email address along with the updated e-ticket.

On 18th march I requested a response as I had heard nothing.

You responded on 18th march as follows:-

We would like to inform that our relevant team is still working on the case so please allow us some more time as our team is waiting for the reply from the airline. Once done we will send you the updated e-ticket along with the confirmation.

On receiving this inadequate response I complained and received the following on 19 march

We do apologize if the request is taking long, we completely understand that this travel is valuable and important to you. This will be taken with urgency and I have forwarded your reservation to our booking team to update your flight details. I will personally handle your reservation and call/email you within 24 hours to give you an update. We hope for your understanding and patience regarding this matter.

My response was to request an immediate refund of my payment so I could go to a proper travel agent

I have not heard from you again, but you will hear from me again!

Nick swanepoel

Hello, I booked a series of flights with the booking: Booking [protected].

I had paid for baggage on every flight but for some reason the Manila - Kuala Lumpur was not added. Air Asia said I had to contact you directly, but at the time I needed to board so had to pay their extra fees which came to 4100php (see attatched image).

I booked the flight on February 12th and the flight departed February 18th at 12:40pm.

Please could you look into this amount being refunded as soon as possible?

You can contact me on [protected]@gmail.com.

Thank you,

Melissa Tamati