Kiwi.com
Reviews and Complaints

I have booked my flight from Glasgow to Bhopal through kiwi.com. It is operated up to Delhi by Emirates and then by Jetairways for Delhi to Bhopal in India.

When I was booking the flight it showed me that I will get 3 hours 10 mins break for my flight from Delhi to Bhopal on 15th March. However today I got SMS from Jetairways that my flight from Bhopal is rescheduled and will leave 1 hour 50 mins earlier.

So I am getting nearly 1 hours and 30 mins to change airport(Delhi International to domestic), recheck baggage and catch flight.

I asked some other travellers and they suggested me that everything can't be done with in given time period.

I called Kiwi.com to reschedule the flight but they are asking for extra money and I think it's not my fault so they should do it without taking any extra fees

Re booking [protected]

Kiwi cancelled my flight from Bristol to Stornaway offering an alternative flight but via Amsterdam. I accepted the flight in good faith.
After phoning the Airport in Amsterdam I was told that i would need a passport even for a connecting flight.

On checking I discovered that my passport has recently expired. There is no time to renew.

Distressed by this time and not being able to speak to anyone at KIWI but aware that there are time contraints with changing bookings I cancelled the flight.

However I still needed to get to Stornaway on the dates originally booked.

So I rebooked with KIWI but have lost a around 36 hours off my original break. I also had to alter the accomodation booking and the car hire and some appointments I had made for the first day as no longer able to keep them.

Finaly speaking to someone at Kiwi ( I have trouble as I am deaf) he informed me that I have lost the money for the original ticket purchas as it was my fault by accepting the flight via Amsterdam despite that it was not clear that I would need a passport when I accepted this alternative. Clearly a passport was not required for the original booking.

I have since been refunded £8.50 on a £574.80 purchase. The new booking has cost me at least £65 more. So by KIWI suddenly changing its mind about the availability of my flight I have lost my orignal purchase money, the extra cost of tickets, a day and a half off my already short time away, wasted over a day trying to sort this out ( rebook accomadation, alter car hire and the pre arranged appointments) along with considerable stress and anxiety.

I would like an apology from Kiwi plus my original booking fee of £574 refunded in full along with the extra money the new flight has cost.

Regards
Vivienne Bennett

I booked flights to ibiza for 3 people on 09-05-19 through kiwi.com. The flight is with easy jet. Departure is from manchester at 10.50 am. Flight number [protected]. Easy jet tell me that they have info that says the return is on the same date as the departure. They tell me this is a mistake of kiwi.com. I cannot contact kiwi.com. The booking is in my name, bryan boru.

Kiwi are a misleading and poorly managed booking service.
The company changed my connecting flight and notified in a purposely misleading email that my 'time was changed', only to find out when it was too late to amend that by changed Kiwi meant I had 5 minutes to get from my departure gate to my connecting flight.
This was followed by multiple phone calls to customer service asking how they think I can catch my connecting flight in 5 minutes?
After one call centre member hung up, I continued trying to get some help amending my connecting flight back to my original 1hr45 min for connection to no avail.
The response was that the Kiwi Guarantee only covers you for x time and we notified you of your time change.
Is this a reasonable time change? It's a cancellation in my eyes when you can't catch your flight. I received no refund and had to buy an additional ticket .
And this all on Christmas Eve!
Avoid Kiwi friends, all the Kiwi Guarantee does is that it will guarantee to take your money!

Kiwi knew for weeks one of my flights was canceled but didn't notify me. I found myself stranded in Brussels frantically trying to get things sorted out with Kiwi, who lied over and over again. I only found out they had been notified about the flight cancellation after initiating a claim with the airline, who provided the email they sent to Kiwi two weeks prior about the flight being canceled. As a result of Kiwi's negligence and incompetence, I missed a family gathering and a business meeting, costing money and immense frustration. Had Kiwi perform their contractual duty and notified me about the flight change I could have rescheduled. After immense pressure and hours on the phone, Kiwi did pay for a hotel, all the while trying to pretend they were doing me a favor and lying, saying the airline canceled unexpectedly. Of course, they didn't compensate me for the cost incurred due to their negligence and incompetence, such as of food in an expensive city, incidentals, hotel taxes, and the inconvenience of missing my meetings and family events. They later tried to offer me a $50 voucher to remove negative reviews...as if this compensates for the expenses, lost time, and hassle, and as if I would spend more money with this company and give them another chance for them to screw me. Avoid this company, not only are they incompetent and negligent, they are also liars. I have the emails to prove all of this and will be escalating it to the proper regulatory authorities.

Kiwi booking number: [protected]

I booked a flight with you (flying on the 5th of November), from Manchester to Ankara through Thomas Cook.in every email you sent me you informed me that the cabin baggage allowance for the flight was 55x40x20cm 6kg (attached proof 1&2). I checked this many times before my flight and made sure my cabin bag fit these measurement. When I turned up to fly on the day Thomas Cook told me that was bigger than their baggage allowance and made me pay £65 to send the baggage. This was not informed to me in any of the emails or in manage my booking sent by you. Therefore it was unfair for me to pay this amount especially when I was so careful about the size of my suitcase. When I informed Thomas cook about this incident they told me to report it back to you to get a refund. Please refund me this money as it was entirely your fault. I am attaching the emails sent to me with the baggage part highlighted, and a receipt of what I had to pay. I've been trying to contact you since my flight but I couldn't find a valid email address.

I have been booked the flight to sydeny. It was cost me much above 1000. I'm looking for my money as soon as I get time to call you, if you have what's up phone number please support me, to contatct you rather than calling you l, it costs much, I have documents for my flight and the cancakation time. Otherwise, I have to go to court to complain you.
Waiting you as soon as possible

Kiwi.com sold us 4 non-existing VUELING Airtickets Zurich-Prague 22 Dec 2018 with Booking 7055030, PNR-Code Pl2ZYX, first of a 3-city EU trip. I tried to check in online all 4 passengers within 24 hours of flight after receiving flight confirmation from Kiwi.com but could not enter the system so we travelled to Zurich Kloten Airport to physically check in. Shocked to hear that the flight didn't appear in the airport system as Vueling stopped flying to Zurich since 3 months! Immediately I telephoned Kiwi.com's customer service Tel as provided by the airport staff but no answer. I also called Vueling's Spain customer service but no answer. Then I emailed Kiwi.com a complaint on 21 Dec 2018 answered by Michele & followed up with another email answered by Jeric (see copy of emails) but until today, there's no proper reply nor resolution to this complaint. I ended up paying with my credit card additional 4 Swiss Air tickets to Prague same day at CHF 361 per ticket x 4 passengers = CHF1, 444 or €1'276.86. We already booked hotels, etc in our destination.

I would like to request Kiwi.com to refund the cost of the 4 original Vueling Airtickets plus cost of 4 new Swiss Airtickets bought. If Kiwi.com fails to refund us, where should I send this complaint to? Your prompt assistance/advice is sincerely appreciated. Kiwi Booking 7055030

So I want to reverse the surname with the name, from buzdugan alina in alina buzdugan and they charge me 240euro, so for that I want to cancelled my tickets and nobody answer me. It's the first time when a company they don't care about the customers. My flights it's from lisabona to craiova, romania on 3march and return on 17march. My booking number is [protected]. Thank you

Had made a booking from bkk to bom and onwards to ccj due to a death in the family. I had to attend the funeral at a cost of $1000

After realizing that the ticket issued was for the next day and not the same day, I made a request for cancellation - all this happened in the space of 15 mins. I had also called kiwi.com to make sure the cancellation had been processed and was verbally confirmed of the same and received an email confirmation of the refund request.

After 10 days yesterday I received an email from kiwi.com saying I am not eligible for a refund after contacting the airline.

I then proceeded to verify this with the airline as I know what the rules are in india governing cancellations. I was then informed that the ticket had not been cancelled with the airline by kiwi.com even though they provided me a confirmation of the same.

I now stand to lose $1000 because I dont know how to hold kiwi.com accountable. These people ought to be shut down immediately.

I warn anyone from doing business with these crooks.

I will also be writing to skyscanner to not list kiwi.com on their results

Good evening,
I am writing to complain about kiwi.com.
I booked the ticket from orlando fl to washington dc with the specific dates. Round trip 01/11/2019-01/12/2019. I booked it with these dates and I have proof in the email.
When I received a confirmation letter with ticket the dates were 01.12.2019- 01.29.2019.
These dates are not even close to what I have chosen. After I contacted kiwi.com call center they told me that their system something is making this kind of mistake but he can't guarantee that I will get a refund. I applied for a refund and they declined with the reason that it is not their fault. I am going to make everything happen to make kiwi.com regrets doing this to their customers. Unprofessional customer support with kiwi.com would impress you. I will never ever again book the ticket with this kiwi.com.

Warning: I booked tickets during december for spain without checking all the reviews. This is worst company I ever booked with. They are rip off and most untrustworthy company, never buy any tickets from them. Reasons: 1. They will do your check in without your permission. 2. You can not buy bag from airline or pay for seat.
3. If you want a check in bag you have to pay kiwi which is £120 per bag instead of you paying £6-10 to airline. It's 2000% extra!
4. If you contact them to ask for booking ref and email for check in they will never give you instead will ask you to pay!

Do not buy from kiwi

I booked the flight ticket from Managua to Vienna (the flight supposted to be on 18 December). During the time the flight was coming up kiwi changed my flieghts several times and not all the changes were reflected in the app or in their following up email (it was one huge terrible mess). I contacted kiwi more than once regarding this issue and I havent received the answer until the last minute (few days before the departure). I asked about the time and day of my flight lot of times and in the end I received confirmation. Based on the information I received, I followed the instructions and went to the airport. I was told that there is no flight for that day. I had to go to the office of the airline company and they confirmed that there is no flight for that day. I had to call kiwi and explain the situation. They promissed to contact me as soon as possible (within 4hours). I was waiting more than 4h and no one contacted me. They were looking for the reason why there was no flight for that day and did not focuse how to help me in this situation. I had to call again and explain the situation again to other person. All they did in the begining was to explaining me the reason why there was no flight that day (what was not helpful at all). In the end I had to spend in Managua 1 more night (yes they booked the hotel for me). I spent whole day at the airport waiting for the call and on the phone explaing the situation over and over and in the end I received 160 EUR phone bill. I asked for refund several times (as I contacted kiwi more than several times and had to spend hour on the phone with kiwi) with no answer regarding the issue. All the booking was one huge mess - based on the all changes, not working app, confusing and wrong information I received all over, difficulty to contact someone, confirmation of non existed flight... and all the things I booked and missed - I would really appreciate the compensation in this case.
I received lot of emails with e-tickets and invoices all with the different times of the flights.
In case you request any evidence I am more than happy to provide all the emails with changes and wrong information regarding the flights and all the communication where I was asking for the answers which I did not receive.

Kiwi.com booking email says that online check-in for my flight closed 24h before the departure and I would have to check in at the airport. There was no option to check in anymore.
At the airport, the flight staff confirmed that I can check in up to 2 hrs before departure and information from Kiwi.com is incorrect. Very unhappy, have emailed them asking about complaints procedure and refund, but haven't had a reply yet.
Awful customer service so far!

I did book a flight and the flight was canceled despite arriving at the destination 3 to 4 hours before my departure 24 729738
My name is Okoroma okechukwu and my email address [protected]@gmail.com I am very angry with the amount that was deducted from my account despite being told they will deduct 20 euros so I wanh to know why I am being charged 56, 394 yen almost 560 usd please refund my full amount to me

Me and my partner missed our flight from Athens to Chania due to insufficient time. The flight from London Luton we were booked on left two hours later than our e-ticket from Kiwi.com stated. We were late for our connection in Athens. We did call customer service and we're told to wait for an email from them. The unfriendly lady said she had 24th to respond to our enquiry. We were at the airport! We had to buy new tickets to Chania and paid €150 each!. I expect full refunds for those tickets! That was a very stressful and unpleasant start of our holiday.

Dear,

I have booked this flight from Paphos ( Cyprus) to London Gatwick for 02.01.2019 at 14:30hrs. I booked it in the morning on 24.12.2018 and got confirmation sms but no e-mail.
SMS stated my booking number [protected] and that I need to log into 'My bookings' on Kiwi.com to enter passport details. When I went on website it can't find my booking!
£222 payment was taken from my account so I expect this flight has been purchased by me. I can't fly if you do not contact me to confirm this flight!

Please contact me to confirm my flight!

Jurgita Paul
[protected]
[protected]@gmail.com

To whom may concern,
I writing to make a formal compliant against Kiwi airline. My compliant is that you failed to refund me my cancelled flight ticked ref: 8002509. Which still I have not receive my refund £853. Can you now please fully refund me my money and compensate me for streets caused for length of time which I had waited.
I undstand you formally required to respond to my complaint by Monday 31 December 2018.

I am looking forward to hearing from you every soon.

Yours faithfully

From

Mohammed Shukri

Kiwi booking ref. L8G14S
London - Palma de Mallorka - Vienna

Missed connecting flight because of 1.55 min time between arrival and departure
Had to buy new ticket from Lauda 73.99 EUR
Confirmation n T7R2MX

Distress and panic cost much more.

Please, Reimburse financial and psychological damages appropriately.
Please, find photos bellow
Thanks

Booked a flight on the 31st of October for an international flight from Amsterdam to Denver Colorado. Only AFTER the ticket was purchased did Kiwi.com make it clear there was no checked baggage on the flight unless you paid more than 100 euro extra. When trying to cancel and get a refund immediately after purchasing Kiwi.com only refunded 34 euro which they tool 20 euro from, they have said they are subject to the airlines policy but this story seems to happen in multiple other complaints about the company.

Thats 14 euro total for a flight costing more than 600 euro. They are a scam do not use kiwi.com

Not at all safe to use as a consumer they do nothing to remedy the issues and have offered nothing to remedy the situation and I have since had to rebook my tickets. Have essentially have 600 euro stolen from this company. Reference number: [protected]