Kiwi.com
Reviews and Complaints

I had 2 different booking for 7 people on flights from Glasgow - Dublin - Bratislava - Glasgow, 5 costing £125 each and 2 costing £135 each. a Flights has changed resulting in loss of onward connections etc. Today, I was offered a Kiwi credit of 100 Euros for the group of 5 and thinking, as there was nothing to say it wasn't, that this was per person, I accepted the Credit in good faith so I could use it to rebook. It was 100 Euros - 86 GBP for ALL 5. How can they get away with this? I feel robbed and now have to tell the group members of their loss of money. The other booking for 2 people has offered a credit of 60 Euros for 2...Scandalous...

Back to December 2020, my flight was cancelled and till today, 20th July 2021, they did not refund. In the initial days, they were making stories saying they have requested for airlines for refund and have many refund requests. I believed and waited and after few months they started ignoring my messages. These days they did not response at all. Finally, I contacted the airlines. They said they have already refunded the amount on 15th of Jan but this kiwi.com agency is cheating me saying no response from the airlines. I think they do not have any intention of refunding me. They are only trying to make me give up.
I suggest boycotting this agency and let's take legal action against it. Disgusting consumer service.

I booked a ticket from Chennai India to NY on the 3rd May under ticket ref #[protected] which was cancelled due to covid 19. I requested a refund the same day and then booked another ticket through another airline under ticket reference # [protected] for the 4th of May which again was cancelled due to Covid 19. I finally managed to get to NY through another airline on the 5th of May dealing directly with the airlines. I contacted kiwi.com immediately on the 3rd and 4th asking for a refund. Till date they have not refunded the amount nor have said anything. The airlines have confirmed that the refund was issued to Kiwi.com. Kiwi claims that they offered me alternative soulution which is a total lie as it is very difficult to get them online, by phone and they do not reply to your request. I need either a refund for both those tickets or a refund voucher to be used at a later date.

I cancelled a flight almost a year ago with them (October 2020) and still not refunded. They keep telling me there are too much refund requests and they contacted the airliner but are waiting for their respond. I write to them every two to three months and last time I did more than two months back I did not get any respond. I think they do not have any intention of refunding me. They are only trying to make me give up.
Do not ever book with them. Awful consumer service.

I have booked ticket on kiwi.com to Sydney from Chennai on Jan 03 2021 for amount of 158, 685 INR .since my part ticket is involves connecting flights from Dhaka, Malaysia and Indonesia. I got my flights cancelled from Jakarta Indonesia to Sydney flights.so I applied for refund on 15th Jan 2021.but till now 12.07.2021 ..the kiwi.com agent saying that the airline is not responding to refund request due to covid-19.it has been more 6 months since i have applied on 15th Jan 2021.plsease help to get my refund amount.kiwi.com is big scam for air passenger during covid-19 times. They are cheating the customer by not refunding the amount from airlines.

My booking no :[protected]

On February 5, 2020, I purchased airfare for 2 travelers through Kiwi for travel from Cephalonia, Greece to Chicago, IL on Jul 24, 2020 for the amount of $1, 673.24. My booking number is [protected]. Also, on February 6, 2020, I paid $12.74 for extra baggage. On June 18, 2020, Kiwi informed me that both legs of the flight (easyJet flight from Cephalonia, Greece to London, England and Norwegian flight from London, England to Chicago, IL) were canceled. Because of this, and the fact that they could not provide any suitable alternatives, I requested a full refund. For over a year I have been strung along in sparse communication with the company. So far, I have only been refunded $983.91 meaning I am still owed $702.07. According to Kiwi now, the easyJet flight was not actually cancelled so they did not plan on refunding me that portion. However, I have a screen shot from my Kiwi account when they said that both flights were cancelled, showing the words "Canceled flight" next to both flights. I have been taking notes on all my interactions and I was told on the phone that I would be receiving a full refund. One particular conversation happened on October 7, 2020 with Devoshesh (spelling?) who said Kiwi should be held responsible if this were the case. A week later on October 14, 2020 I spoke with Lab who responded affirmatively when I asked if I would be refunded the $702.07. However, since then, I have not been able to get in contact via phone, only chat messages. I am always told to please wait 48 hours, or please wait while the finance team investigates this, or please wait for my Team Manager to look into this, etc. Also, no one has responded to me in the last 2 months, so communications have effectively ceased.

After over a half year no refund from
KIWI
Only fee

My flight was changed 26 hours and kiwi want me to buy a new ticket
I contacted Wizz air t cancel

KIWI say the flight wasnt cancel
So i made a chargeback with curve (not a bank)
Chargeback was rejected by Mastercard
KIWI now want 20€ fee

KIWI wont pay anything

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My booking number is [protected], my flights got cancelled and I requested a refund on 30/01/2021, no answer since May, all my messages have been ignored and the status still shows "Waiting for the carrier"

Kiwi Booking Number [protected] has now been outstanding for 12 moths.
The booking relates to 5 passengers (including myself) who purchased flight tickets from Kiwi.com for Baku to Rome via Moscow using Azerbaijan airlines and Pobeda airlines. In June 2020 Kiwi received confirmation that a cash refund was required, however since then little or no information has been forthcoming from Kiwi.com.

One of the passengers - Mr Nicholas Lucien Chandler - who purchased the flight tickets on the behalf of all passengers has been liaising with Kiwi however no or little information has been provided by Kiwi for many months. Some of the Kiwi.com staff who have looked into the matter, namely: include Rovina C (Kiwi travel consultant) and Suzanne S (Kiwi custom support) however as stated no information has been received from them for many months.

I booked 3 flights to Norway for March 2021. The flight was from Luton to Tromso, Norway on 18 March 2021 with Wizz Air returning on Sunday 21st March 2021. In Jan 2021 the flight was cancelled due to Covid and I requested a refund. I was told it would take 3 months to process the claim and now 6 months have passed and I have heard nothing despite submitting another email requesting information about 2 months ago.

Jackie Capitani
[protected]@hotmail.co.uk

I got a airline ticket through kiwi.com at
01/06/2020 which was canceled by kiwi.com due to COVD-19 after that I applied for my refund
One year has been passed still I haven't received any refund from them
Even airline companies has been refunded to Kiwi.com
I submitted my complaint to consumer department what they give me the feedback attached below

booked flight on 20 May 2020 but this flight was cancelled by the air company Air Caraibes two days before due to covid breakout.
Kiwi.com failed to register the cancellation of this flight and thus assumed the flight had place.
I have been in contact with both Air Caraibes and Kiwi.com since then, presented Kiwi.com documents concerning the canceled flight from Air Caraibes.
The progress of this case has been non-existant.
Sent mail don't get replied to and the same goes for messages sent on the kiwi.com portal.
According to the Kiwi.com company policy if the flight gets cancelled by the air company a full refund is issued.
We are still fighting to see the first cent refunded to this day

Raised complaint on 10th October 2020
In Reference to Booking number: [protected]
I contacted the airline directly to cancel the flights due to covid and they promptly refunded, but they refunded KIWI, so i contacted KIWI with the payment refund details as provided by Hawaiian Airlines so they could pass back onto me.
To date i have had nothing back from KIWI or heard anything from them, so this is effectively theft!
I will open up a case also against them with ACCKA in the Czech Republic re this incident.

Hello Team, I had booked flight from UK to India (London to Dubai (British airways) & Dubai to Mumbai (Spicejet) it was multi carrier iternary) on 19th May 2020. It was the last day to travel to India because Indian government has announced country wide lockdown & was sealing borders.
When I went Heathrow airport for boarding pass British airways people couldn't generate boarding pass & they said we're not able to generate passport due to two reasons 1. My Iternary is showing multiple so they're unable to generate, 2. Since even Dubai has closed the borders with India so due to which boarding pass wasn't generated. So I was stuck. I tried asking everyone no one couldn't helped.

However there was a direct flight available from London to Bangalore. So it got booked and I travelled safely back to India.

But since I didn't traveled on that multi carrier iternary flight. I asked for refund of 720.97GBP. it's been over 1.5yrs I've been awaiting for refund. So far they haven't processed. I request you to kindly help me with refund back to my account.

I've attached invoice and boarding pass which failed to print for my travel.

I'm currently available in India. You can contact me on mail ID venkatesh. [protected]@gmail.com & contact number +91 [protected]

I was due to fly from Victoria to Western Australia this week however, due to the state being placed in lockdown, I am no longer able to fly. I am also now on a 14 day quarantine due to being in close contact with a positive case.

I received a notification from Qantas who advised to switch my flights for a flight credit and as I booked through an agent (kiwi.com) this needed to be completed by the agent.

Upon calling kiwi.com I was advised that as it is a 'voluntary cancellation', they will not give me a flight credit or refund, and can offer me a discount of 10 euros ($15 AUD) to rebook my flights. Which means I have lost $600 and still need to pay an additional $500+ to book new flights.

I explained that this was not technically voluntary as I may have covid and have been advised by Qantas, the carrier and provider of the service, to obtain a flight credit. Kiwi.com advised that as the flight was not cancelled by the carrier, they could not issue a refund. I stated over and over again that I was n to looking for a refund, just a flight credit - as directed by Qantas.

Prior to my call, I had spoken to AFTA and ACCC about my rights and was advised that if the service provider (Qantas) requests the consumer be issued a flight credit, then the agent has to comply.

The staff member on the phone was aggressive and rude and kept talking over me whilst I was trying to explain my situation. I requested several times to speak to a manager or supervisor and she refused.

I am now in the process of lodging a complaint with ACCC and AFTA and am trying to obtain a flight credit directly through Qantas.

I booked my flight from New Delhi to Vienna on 30th Jan. My booking reference number is #[protected]. I have been talking to customer care for a really long time and they were asking me to wait because they are waiting for the airlines to provide the refund. It's been months now but I still have not got my refund. I paid an extra amount as well to get my refund processed sooner but it did not work as well.
Now the customer care does not even pick up the phone call because their policy is that they will only talk if the flight is within 2 days of the call being made and they just won't respond to the Helpdesk messages. I just don't understand what is going on. This is so unprofessional.

My flight with easyJet that was booked through kiwi.com that was scheduled on the 13 of June 2020, to fly from Athens to Edinburgh, was cancelled due to covid. I got in touch with kiwi.com on the 20 of October 2020 to see what is happening with my refund, they said that airline and asked me to wait because they are dealing with it.
I have waited for a few months and after asked them again what is happening with my refund and they said that are still waiting for the airline to get back to them and asked me again to be patient and wait.
I got in touch with easyJet to see what is happening and they said "I can confirm that the refund of EUR 142.48 has been processed on your original method of payment on 21/08/2020". I have the email from easyJet. I got in touch with kiwi.com and asked them what is happening because easyJet refunded them the money and this is one of the responses from thwm
Hello Radu,
I am sorry for the delay in handling your refund request, and I would like to inform you that our finance department has checked and there is no refund, received by easyJet. When the carriers send the refund, our automated system will send it to you, and unfortunately it is not possible to provide a precise deadline for the refund, as it depends on many factors that are not under our control. Please be patient, and we will update you as quickly as possible on any developments via email.
Booking Reference: K1DMMH6

I bought 2 flight tickets in April 2020 for round trip to Turkey from Africa costing £1200 each. The flights got cancelled and Kiwi asked me to pay £18.95 for each ticket to fast track the refund. I am still waiting now its May 2021. They do not respond to the emails. The worst service I have ever seen.

Booking number [protected] through kiwi.com

12/3/2020 I paid with MasterCard $686 for a round trip ticket DFW-EWR-CDG on United and Brussels Airlines through kiwi.com online travel agency,

12/4/2020 I was notified that my flight had been canceled and that I was entitled to a refund because it was the airlines who canceled the flight.

12/5/2020 I requested a refund on the kiwi.com website, since no one ever answered their phone in Miami after multiple tries throughout the day.

1/14/2021 I received a refund of $325.29 and called to inquire where the remaining $360.71 of my refund was, and the agent could not tell me the reason and said that I just had to wait the full 90 days.

2/8/2021 I FINALLY received an email explaining that the refund I received was for the EWR-CDG-EWR Brussels Air flight only. It would be 3 months from the date of my refund request before I would get the United Airways domestic DFW-EWR-DFW portion of the refund.

4/25/2021 I still have not seen the rest of my refund ($360.71)

According to my United reservation code G6QKTK, this flight has been fully refunded. That means that kiwi is holding my money.

Since March 5 (3 months since my initial request for a refund that I was entitled to get) I have sent several emails to their customer service department, without a reply. I've also made about 50 calls and because of their automated phone system, entering my booking number will not allow me to reach an agent. Their answering system says only calls concerning travel "in the next two weeks" will be accepted,

I never signed up or authorized any charges with the exception of .95.
Within 1 day I had charges of .95, 5.95, 29.95, 19.95.. I have also been stung along of promises o a refund but never received them.
Company is a complete rip off scam. I had to replace my bank card

I have hacked the owners name whom is I believe Patrick Hinchy
The Power line Group
1660 Route 112 suite F
Port Jefferson Staton, NY11776
There are others sites/so call companies, associated with Kiwi Searches which are the same M.O. same complaints, same deception. They are all part of the scam.

Phone Spector BEWARE (malware detected)
Highster Mobile
Auto Forward

After researching these fraud companies, I found out there locations are fictitious as well (Google Maps). It is my intentions to shut them down with at least a cease-and-desist order.