Kiwi.com: Book Cheap Flights Reviews

by Duvan0009

I want to INVITE everyone to DON'T use this platform because you can lose your TICKET and MONEY. On December 22, I bought a ticket that I had to cancel because the airport in the city of Madrid was closed due to meteorological issues and it would not be possible to reach my connection. When I tried to cancel my ticket, I didn't have the opportunity to contact the customer with any line, since for this type of situation I don't have technical support, I only received a message in Kiwicom saying that my money would be returned 30 days later. Until today, January 28, I’ve tried to communicate with an advisor but nobody answers neither my emails or my calls.

Just as it can happen to me, it can happen to you. The question that arises from all this is whether Kiwi's purpose is for users to reach their final destination or to buy and not use their flights and to avoid responsibilities they do not have technical support or only have it if they buy insurance

by HPiPhoneUser

We booked a ROUND TRIP through Skiplagged and Skiplagged routed our booking through this Kiwi bunch. Kiwi indeed charged us for the same full amount for the ROUND TRIP as what was shown on the Skiplagged site. However, when we received the intinerary information, ONLY ONE WAY was showing for the round trip price. I contacted Kiwi and went back and forth with their app’s “customer service”. They wouldn’t ever look into the issue for me. They simply stated each time that our itinerary is correct and if we wanted to cancel we would get only a $10 refund”. I have filed a complaint with my credit card company. I can easily demonstrate that right on KIwi’s own site a one-way fare is one-half price to what we paid—proving that we booked a round-trip fare. Anyone can see this yet Kiwi would not admit or look into why the round trip was screwed up when the booking transferred from Skiplagged to Kiwi. Is obviously is a bug in their system somewhere. I see on Kiwicom Store that today Kiwicom is showing an app update “fixing bugs”. I will also screen shot this to send to my CC company for I think they are trying to screw me over without admission of an existing bug in their system.

by Cap-America80

I had to cancel my then fiancée’s flight due to the coronavirus back in May of 2020. Gave them more then the 48 advanced required notice that I needed to cancel the flight due to the fact her one of her layover flights got altered. I wasn’t gonna have her stranded in some other country when all this was going on.
Called multiple times to be given nothing but the run around,called so many times that the flight details are no longer taken. Oh did I mention too you don’t get to talk to an actual person right away you get to deal with an automated machine that requests you punch in your flight details and if it’s too old then it hangs up on you!
Was told multiple times that I need to wait ex amount of time and my refund is on the way ( typically wait 4-6 month’s and call back if still nothing has shown up ), also was told I should talk directly to the airlines myself to get my refund. Why the heck should I do that when I hired this scam company to book the tickets for me?!
I will keep hounding this scam company until my hard earned money is refunded back to me!!!
DON’T BOOK WITH THIS SCAM COMPANY!!!!

by Not A Willing Victim

I used Kiwi in the past without a glitch. Two months ago I ordered a ticket for Dec. 20th. It was confirmed and I was charged on my visa for the ticket. When I went back to Kiwicom . 2 days ago, there is no sign of the ticket I purchased. Trying to get ahold of customer service has been impossible. I hit a brick wall because without the booking # I couldn’t reach anyone. I finally put all zeros in for the booking number and finally got a response. 3 different People from the company have now emailed me asking for the same information. I was never sent an email as promised at time if purchase and now a week before my departure I have a bill and no ticket or info about the purchase. If you are planning to use this company, beware. I have now filed a dispute claim against them with the credit card company for a refund of my money. In the meantime I started at square one booking with another carrier for an extra $250. Please be careful.

by 1746955

The airlines made a last minute change that we did know until boarding. I had airhelp and additional benefits so that I informed about the trip. However the airlines rejected my booking. They offered that I could reschedule with them but because the booking was managed by kiwi the 3rd party, the airline could not do it. I had no control of last minute covid and vaccine changes. The airhelp I purchased was of no benefit. The 24/7 customer service advertised is valise and misleading. The US customer service line only operates from 7am-3pm. When I finally got to customer service the agent was hostile refused to acknowledge any fault claimed I could have contacted but I couldn’t because it was a flight outside those time periods. Then refused to even let me speak to a manager. All I wanted was credits or a partial refund. Kiwi has been an incredible disappoint. Between 5-30$ of benefits that didn’t help my situation additionally for luggage fee automatically place a fee over 23kg. So for my entire round trip 1 checked bag would cost 500$ I declined and paid through the airlines. My 1 bag cost 120$. Be very careful of this company.

by Nbbbbba

We were left to pay for a flight for a family of 5, after many problems with the airlines and last minutes changes of destinations. With an infant, a toddler and an older child, the Kiwi customer service was not able to understand the urgency of our situation and left us hanging (in another country in a city we didn’t know or had resources to help). We hoped on a flight after being assured by them that they will refund it and were left hanging when we did the claim.
I would not use their service again. It is not worth paying a bit less and then not get any competent support in case you truly need it.
I would rather pay more and get real help with customer service. Last but not least, they lied about making the refund. They said they had a confirmation number and whatsoever but we never got any refund in our account. So on top of being incompetent the fact that they lied about it made us feel terrible. Kiwicom was useless as we had to do everything over the phone or by email!
Stay away from it!

by Danny89977655

Do not book through this company during the pandemic!!!!!!
I booked a flight through this site. My flight was cancelled about 2 months before the departure date. I filed a claim to be refunded. They told me it could take up to 3 months to get the refund. It has been 5 months and still nothing. I had to call the airline myself to thing the refund started as Kiwi has not even made a phone call yet to the airlines.....
The flight was cancelled so by law they need to give me a refund. It took them 24 hours to bill my credit card, however it is taking 5 months to credit me back. We are in a PANDEMIC Kiwi! People need their money back.
The 800 number won’t take my booking number because they are “only dealing with flights in the near future at these times”...... what about the people that have been waiting months to talk to you?!!!
Long story short they won’t help me get a refund and they don’t have a phone number to call... customer service is awful!

by Giry

Wish I could give them 0 stars. DO NOT USE THIS SERVICE, especially if you value your sanity. They angered and frustrated me so much I was left stranded crying in the airport overnight. My flight was delayed and I called them and they refused to change my connecting flight because they didn’t want the chance of even losing a few dollars. It is so frustrating to have the people on the phone flat out tell you they care more about the money than you ever getting home. After literally 8 phone calls to their customer service line - they still refused to help me at all - I ended up getting stranded in LA overnight. They promised to get me out of LA but the only flight options they sent me were 6 days late and to cities I was not going to. I wanted to be home so they said I could book my own flight the next morning and be refunded fully. They refunded me only 1/4 of the amount of my ticket. They are a scam that just wants your money and they do not care what happens to you. I will never use this service again - worst travel experience of my life.

by KiwiNoRefund

It is 0 star rating. No, it should be negative star. I spent more than $1000 on my international flight. It says it is booked and confirmed. Then, it told me that my ticket is modified due to the flight carrier change. For alternatives, my options were to pay triple (~$4000) for alternatives that have 2 stops and takes about 40 hrs to travel. And the other option was to request a refund.

I requested refund on last year on early November. Guess what. All I hear is that it will take approx. 3 months to refund. And when I call, they won’t answer anything because my ticket is already “travelled”. So I am stuck here just waiting for ever to refund my ticket that is worth more than $1,000.

I saw other review that it has been 5 months and still no refund. I should have read it first before I book via Kiwi. I tried to save $30, but it cause me a long term investment that grows 0%. So if you really want to invest for a few months or perhaps years to profit 0% or less(consider inflation). Kiwi is the way!

by BKAJ1123

This is a great app to use to help find deals, and routes using different airlines. The problem is when you book through them. They tell you that you will get your boarding pass sometime between 48hrs and 0hrs before you leave. That is a problem, especially if you are trying to plan ahead and print out your boarding passes. Also, adding luggage can be hard after you purchased the ticket. I still haven’t been able to figure out how to add luggage after a booking!
The best way to use Kiwicom is to find a route, and then purchase the tickets yourself directly from discount airlines. Then it is effortless to add luggage, print our boarding passes etc...
if it were easier to add luggage after booking, and to know exactly when you could expect to get your boarding passes, I would recommend it- even with the fees. But, so far my experience has been difficult. If things change I’ll update this post.

by Beegee698822346

Save yourself money and hassle and book through the airlines! If ANYTHING goes wrong with your flights Kiwi will NOT do anything to help you or to compensate you. All their extra $ add-ons are completely bogus and a big scam to get money. I paid for the extra customer service, so that I could get premium service if anything was to go wrong (which it did), and they didn’t do ANYTHING to help. It was a complete nightmare. I needed to do a simple name change and i called Kiwi for 3 months trying to get them to change my name. NOTHING. They literally told me that they didn’t have The time to be on hold with the airlines to change my name. I even made a formal customer complaint and I was never responded back to you.
And get this… I finally called the airline and begged them to change my name. Once they did, Kiwi noticed I changed my name and they emailed me trying to charge me $10 for a name change fee!!! I could not believe the audacity! I told them to screw themselves and that i wasn’t paying for anything.

Do not ever book with Kiwi, you will never get a refund, never get the help you need, and you better pray that nothing goes wrong with your flight .
BOOK THROUGH THE AIRLINES!!!!

by Yilcan

Kiwi says they guarantee the delayed/missed connections. What they don’t say is they sell you a ticket looks like they are connected but actually they are separate. Airlines don’t take responsibility of the missed connections. Even though it was known that I would miss my connecting flight before getting on the plane, Kiwi would not reroute me. When I got to the connecting flight airport, there were no flights out of that city to my destination. Kiwi would take 2-4hours to make a decision when it was already 8pm and I had been traveling all day. When they came back they offered a longest trip possible and not even to the city I was flying (nearby city). Because I decided to book a different flight, they did not pay for the hotel and already paid hotel at my destination. They refunded the flight I missed but not the amount shown on the ticket. Each flight was priced separately on the ticket because they were not connected flights and from different carriers.

by Natchet

I’m giving it 2 stars because my trip actually happened but not without hassle. I booked an overseas flight and the flight was cheap. I bought “insurance” (they sell you all different kinds of these) but the one I selected didn’t help me when one of my flights was canceled. They book flights with various airlines for one trip and you have to rebook if one flight gets canceled. I ended up spending way more than if I’d just booked through the airlines. Long layovers. I didn’t get a checked bag. I didn’t get to pick my seat, I had to do my own transfers. No online check in. No anything. In the end, I paid way more for a lot less.

As a final note, my fiancé had her flight canceled due to COVID-19 and they just would not refund anything. They gave her like $100 credit on a $700 ticket. I’m not going to use again. It’s a straight up gamble.

by Jlk2019

I never write reviews but I felt compelled to write this to warn others. I booked through Kiwi last summer for a trip to Greece and thought it would save me a few dollars. Kiwi didn’t send me a booking confirmation and when I called they said they couldn’t find it in their system and therefore it was nonexistent. They gave me the assurance it was ok to rebook it. TWO weeks after the fact they sent me an email and said they found the original booking and couldn’t find it when I called due to an email typo! When I asked for a refund for the double booking they showed zero accountability and said there isn’t much they can refund since it was a nonrefundable flight! So now I’m stuck with an extra +$750 flight! That’s just not right. Also be warned, connections are super inconvenient esp in the UK since you have to go through security clearance and recheck bags AGAIN with tight layovers. It is not worth a few dollars you think you’re saving upfront for the added stress and a claims department that won’t help once they’ve taken your credit card info. Stay away!!

by 123reviewer321

Hi, I used Kiwicom for a short trip. I would not use it again. The prices were ok but not Wow savings. The flights looked a little funky as there was a “connection” on the way back but it turns out even though it was the same airline we had to clear immigration in UK, recheck the bags and go thru security again - the flights are treated as separate.
For the sake of convenience they check you in automatically to your flights. When I went to print my boarding pass a day before, to my horror I discovered I made a mistake when buying the ticket: I had misspelled my last name. A call to kiwi customer service did not help, I was supposed to scan my passport, email it to them and wait 48h for an answer to see if it was even possible to change the flight back, for a fee. For my first flight I was told I was on my own. I was lucky that Norwegian made the change for my first flight right away. I called Easyjet later and they did the return flights changes free of charge, no passport needed. I will not use Kiwicom again.

by Jpalmer0503

When I first discovered kiwi I didn’t really have any issues I paid online I was able to make all of my flights there were no delays in flights I didn’t experience any issues from the complaints that I read but as I continue to use Kiwicom for my traveling I began to notice that I am encountering problems.

On my last trip the airplane was was so delayed that I almost missed my flight and luckily they held it for me as I rushed like a bat out of hell trying to get through security to make it to my plane, Most recently when I went to book a flight, the summary which INCLUDED luggage showed me a price of $803 the next day i checked my bank statement and noticed they charged me $903 and separated the luggage fee which is NOT what i agreed to pay in Kiwicom when i was asked to confirm my payment which INCLUDED luggage!! Customer service had NO explanation. I’m done using this company before i start to experience problems worse than these.

by WolfRain415

With the recent travel restrictions imposed by the US due to coronavirus concerns, I was, at the time of my calling Kiwi, unable to make the trip. Since then restrictions were changed, but during my phone call I discovered that Kiwi will not budge on refunds even when there is a global crisis that prevents thousands from traveling. In my past experiences, airlines are usually able to make some kind of compensation for the trouble. I had a saver ticket, which I thought would be fine if I weren't making changes for personal reasons, but extenuating circumstances would be handled differently. Not the case here.

That said, when everything goes well, Kiwi has fantastic, responsive customer service. The gentleman I spoke with over the phone was incredibly polite, and had clear and concise explanations, which I can appreciate even if they frustrate me. Even during the crisis, hold periods were quite short. I’m disappointed that their dedication to the customer experience doesn’t translate to actual measures taken to do the right thing in a global time of need. If it weren’t for my experience trying to explain to them that a global illness should be a fine reason for a partial refund at the very least.

by Rita1x

WOW...Do your research before buying through this site. Shortly after buying my ticket my cc information was stolen and someone tried to fraudulently purchase hundreds of dollars of goods in my name and address. I am horrified. Thankfully my bank stopped the criminal and I have figured out their location. I am connected to high authorities and if my flight does not go smoothly I will report this company immediately. I am suspicious that although I have paid for my ticket I don’t see my spot reserved or reflected on the airline database. This company should learn that dishonesty is a sure road to massive failure. Hopefully my flight goes well so Kiwi can earn a better review.

UPDATE: I changed my review from 1 star (due to poor information security & lack of customer service communication) to 3 starts because my flight from CLE to MSP went smoothly and I paid a great price. However, in the future I will not make the mistake of purchasing via third party companies, & I urge you do purchase tickets directly from the airline for peace of mind.

by Sonnetflower

I feel terrible that I waited so long to do this review. ... sorry about that. These guys were amazing! I took a flight a year ago (!). The airline, though everything was in order, wouldn’t let me board with my service dog. And don’t argue with me - I found out from their mouths (customer service) that everything was in order. So I missed my flight. Dealing with the airline was no help. I was going to make a new reservation myself. But prices had skyrocketed since my original reservation. So I thought, why not call Kiwi? Maybe they can help. They not only got me a better set of (and shorter layovers) flights; but also dealt with the original airline! Completely above and beyond. And at the same, original price, with zero extra fees. It’s why I always try to use them. Love you guys ❤️!

by Tim Stranded

Kiwi is not usually able to give a confirmation number to get boarding passes for any segments of trips, so prepare to stand at the ticket counter in all your connection terminals. Kiwi also does not have access to all flights - I could not book on the same flight as my traveling partner through Kiwi but was able to do so through the airline website (at a cheaper $5) price. No customer service phone available during the trip ( although it became available after trip was supposed to be completed). Trying to Reset password was a complete joke and timed out twice.
I did find proper connections but it just was not worth the “saved money” to spend hours of time to get boarding passes.

by JB2-1+1

Don’t waste your time installing Kiwicom. If you read all the reviews the 5 star reviews are all clearly written by the same person. Then install Kiwicom and nothing the reviews say is true. The all too often mentioned “UI” is awful! The capital of the great state of Texas isn’t even in Kiwicom . I searched several ways for Austin, TX and it “can not be found”! That’s borderline offensive. I did another round trip search for a different trip and found a great price, but when I selected the flight details the screen refreshed and the very same flight 2 seconds later increased $250! This is one of the shadiest apps I’ve ever installed and I want these last 30 minutes of my life back! Y’all should be ashamed and Apple should remove you from their AppStore!
To your response absolutely not. You know your app is awful and all your reviews are fake. Fake reviews are enough to make me not ever want to deal with you people again

by Pchcup

Stay away from Kiwi!! I tried getting my refund for a flight that did not guaranteed me seats. And this because I specifically told them that me and my husband are traveling with kids age 6 and 9 years old. All they did was sent us a link to buy our seats, after we bought the seats we still didn't get a choice to seat together. They told us that their team was working on getting us a seat. The back and forth with the customer service via email and phone are totally not worth it!! Better book directly through airlines and save yourself some stress and headache. We lost $2500 on a flight, and the only refund they could give us is $65. This is after the back and forth and lots of effort on our part. So be warned and avoid this company at all cost!! SCAMMERS!! Since we lost $2500- we are looking into a legal action with this company.

by Bkschmi

Kiwi lost me $400 on flights I should have been able to easily cancel on my own free of a cancellation charge within 24 hours of purchase.

Kiwi has an extremely long cancellation response time - their terms literally say THIRTY DAYS. As a result, my travel plans to see my friend’s wedding are sunk.

In the US, the Dep’t of Transportation recognizes that changed plans and human error occur often. Consequently, ANY FLIGHT can be cancelled without any charge within 24 hours. Unless you booked via Kiwi.

I cancelled my flights after 20 hours and Kiwi failed to contact Delta in time! I knew this was a risk and that’s why I personally called Kiwi on their service line (that took 20 minutes of digging on their website to find) to attempt to accelerate the process. The customer service agent (who spoke English as a second language and struggled a bit) said he could do NOTHING to speed up the process.

It was like watching a train crash in slow motion without being able to do anything about it. As I had feared, this morning (36 hours after my purchase) I got an email saying that a refund was unavailable from Delta. Of course it was! Because Kiwi took so long to contact Delta about it!

There needs to be a way to perform the cancellation IMMEDIATELY.

by Hremeig

So far kiwi is 0 stars in my book. I updated this to 3 stars. I barely used Kiwicom . It didn’t help me any originally and I never went back to try again.
I won’t go higher than 3 stars because of the original issues. It wouldn’t allow me to register my account, (so I can see my booking info on very concerned I paid for a flight and they took my money.) it was very stressful for me.
I did learn from the airline this company didn’t provide my email address. They would have emailed me my ticket info and boarding pass. Had they given the airline my info - I would have had far less stress.
This is my updated review. I started with 1 Star - because I was so upset about everything.
This ticket was my return flight - I almost don’t go on my trip because of all this.

by _alliecakesz

The pricing is great & so accessible. My complaint is it’s a little difficult to navigate the information. They send a TON of invites to add to your google calendar with weird times that you’re not even scheduled for. They’re also not terribly clear on what your schedule is in general. I got an email the day prior that I had a flight on Frontier from San Diego to San Antonio & then back. But my flight was Virgin from San Francisco to San Diego then Frontier back to San Antonio. I tried to email costumer support but only got a reply that I need to check in to Frontier even though the flight wasn’t Frontier. I only assumed it might be Virgin & was right. Kiwicom has awesome potential to be great. It’s just very glitchy & difficult to understand at this point.

by SuperSonikku

I’ve been planning a trip to visit my best friend on the other side of the world and all the other apps to claim to have the ‘cheapest flights available ‘ either went higher or were just the same copy/pasted flights with copy/pasted prices. I was bout to drop $900 on a flight till I found Kiwicom, going for $680 instead!?! That’s insanely cheaper and cuts half my expenses ! Not to mention the layovers for the flight are exceedingly shorter than the +13 hour layover the other competitors had!! So not only is it cheaper but also way shorter in comparison, more time for me to spend with my friend!! Highly recommend for penny pinchers or people in need of a genuinely good company to book with 😊

by Mario_too

I usually don’t write reviews but felt very strongly about my experience with Kiwi that I wanted to share how great they were. I usually book my own trips/flights however I took a chance with Kiwi and was blown away with the help I received whenever things looked like they would have gone wrong had I planned it. The whole team at Kiwi was personal and always helpful; they listened to my concerns whenever I had them and absolutely stood behind me whenever there was a problem which travel plans can throw at you. Overall, a pleasant experience and I look forward to working with them!