Kiwi.com
Reviews and Complaints

I booked a holiday with kiwi.com booking reference : [protected] flight from Manchester 22/10/22 to Lisbon and return flights 29/10/22 Lisbon to Manchester.

I read the booking information which said we can cancel the booking up to 48 hours before travel. I therefore sent a refund request to receive an email to say that the holiday had been cancelled and we had received a credit on kiwi.com of £8.44, I paid approx £1100 for the flights. I sent a message straight away to say that they either need to refund the full amount of reinstate the booking.

They have said there is nothing they can do - it was not made clear that I would loose all my money - how can this correct.

To whom it may concern:

I have been trying to contact this company for months and have had no response.

In March 2021 I have booked a flight, which was canceled. Immediately I requested a refund.

The cost was £199

In July 2022 (1 year and 4 months later), they contact me to informed my refund was £84.99

They send the money to a bank account that was not longer active.

Since then, it is absolutely impossible to contact them.

The information they have on their website on how to file a complaint is evasive, which is illegal since it prohibits consumers from exercising their rights.

https://www.kiwi.com/en/help/search/article/how-to-file-a-complaint-303/

Additionally, I have requested a breakdown of the refund granted, since it does not match the payment made. They have also ignored that request.

I believe that companies like these, which grow by the minute, but ignore clients and prohibit them from executing their rights, should compensate clients until their malfunction causes them to change their internal procedures.

My booking ID was: [protected]

Thanks in advance

Me and my girlfriend accepted an alternative flight option from kiwi.com as our original flight was cancelled. We had to pay an additional £105 for Kiwi to change our flight destinations. When arrived at Romania Timisoara (TSR) airport to check in for a flight to Munich (MUC) but we were denied boarding because Kiwi did not process our tickets in time for that flight. We waited over 2 hours for a response from Kiwi but eventually missed our connecting flight to Munich (MUC) as Kiwi could not process our tickets. Me and my girlfriend were left stranded in Timisoara (TSR) airport and when we spoke to Kiwi and all their agents said our guarantee is void so they can't offer any alternative flights or a full refund. Kiwi failed to commit to their responsibilities and provide us with any sort of alternatives to get us back home or even a hotel to stay. We were left stranded in Timisoara (TSR) airport for over 32 hours and had to find our own alternative route back to home. This is completely unacceptable, My girlfriend is on medication which we informed them but they did not care to assist. All kiwi advisors ignored our requests to speak to a manager and constantly kept providing false policy information stating our guarantee is no longer valid.

I have booked a ticket for my wife, Sulaja Adhikari, the booking number is [protected]. I have not seen her for 7 months and was so happy to get her a ticket (she got her visa finally). While booking the ticket I was reading the Cancellation Conditions and ACCIDENTLY pressed the button to cancel. I tried to call Customer service immediately to avoid a Cancellation Fee (not refundable), but somehow they were not supportive. I am in a desperate situation right now with no money to live on. The Money is still Pending on my credit card. Is there anything you can help me with?

On July 9 I made the purchase of flights Madrid-Yerevan (Armenia) with stopovers in Vienna and return in Rome for a price of 268 euros, to fly on October 4 and return on the 10th of that same month and this year.

On July 22 I receive notification that the last flight of the trip (Rome-Madrid) has been cancelled. For this reason, I request a full refund of the flights.

The airlines involved are Ryanair (Madrid Vienna) and Wiz Airlines (Vienna-Yerevan and return Yerevan-Rome-Madrid)

On August 17, I was informed that the reimbursement of the last flight (Rome Madrid) has been authorized, returning 25 euros, leaving 243 euros pending.

In different messages they give me contrary information, some that there is nothing more to return and others that this is only a partial return, leaving the rest pending

Today, September 2, I am interested in the situation and they tell me that there are no pending returns, that they apologize for the inconvenience caused.

Online payment on kiwi.com is still showing as pending in my Chase credit card, even though the Kiwi.com contacted me and advised the trip was going to be more expensive. Initial booking number is now deactivated. Due the pending charges on my credit card I can no longer use my card it has ran out of credit. I want Kiwi.com to elminate the charge for unfilled trip on chase.com.

This is what they say:

-----------------------------------------

[protected]@kiwi.com

Your trip price has increased

Booking number [protected]



Booking status Processing

We’re sorry but the carrier increased the price of your trip before we could book it for you.

If you’d like to keep this booking at the higher price, please pay the difference.

Original price:

621 USD



New price:

842 USD

The price difference is $221

We try to help with sudden price changes when it’s within our power, but this difference is unfortunately more than we can cover. If you don't want to pay extra, we’ll naturally refund you in full.

Please choose your preferred option as soon as possible because the price might change again.

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

Booking No. [protected]

Date: 26/08/2022. 14:30

Flight No. EK16

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Fiorella Fronzi

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

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

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

Please see attached card details:

04 Jul -Kiwi.Com-, 99 Brno £1,217.31

04 Jul Tesco Store 2164, Bournemouth £119.99

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

18,710,500.00 Rupiah, Indonesia,

Exch Rate 0.0001

Incl Non Sterling Trans Fee of £31.41

07 Jul -Kiwi.Com-, 99 Brno £206.26

232.40 Euro, Czech Republic,

Exch Rate 0.8875

Incl Non Sterling Trans Fee of £5.99

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

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

- Dubai to Tel Aviv

- TelAviv to Madrid

- Madrid to Lima

- Lima Cusco

- And Return from Cusco to Dubai (via Miami)

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

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

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

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

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

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

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

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

Because of this I missed my connecting flight.

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

Can you please help me with the same.

Kiwi booking ID [protected].

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

They charge me £525.41.

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

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

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

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

Hi,

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

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

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

Maryam Shirkhan

Whoms so ever concern,

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

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

I have also attached the documents as proof.

Awaiting your reply

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

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

Hi

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

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

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

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

Very frustrating!

Regards

Eddy