Name: Kiwi.com
Rating: 1.06

“I would not recommend this company to anyone. I had booked a return trip with four separate legs, and two of the four flights were canceled by the carrier. The carrier sent a text message informing me of these cancellations, but I received no email or correspondence from Kiwi. I phoned Kiwi to verify the cancellations, only to learn that they were aware of them but had failed to inform me, and that they would not issue any immediate refund due to the type of ticket purchased, despite the precariousness of the ongoing COVID-19 situation. This is also despite the fact that their force majeure policy states that refunds depend on the policy of the airline used, and Ryanair’s website states that a full refund for the cancelled leg of the journey is available if requested instead of a rebooking. It seems I am meant to wait an unspecified period of time while their customer service team determines whether they can place me on another flight (that I can’t now make use of in any case) and hope they send me an email about it, despite the fact they didn’t bother to do so after being made aware of the original cancellation. The customer service agent, though polite and professional, gave no indication of a possible timeline in which to expect updates about these changes and insisted that they were intent on finding the “best solution” to my problem, despite it being patently obvious this is not the case, as I informed them the best solution was to refund me for the cancelled flights. I completely understand not being able to refund me for the two flights that have not been cancelled, but given that they have almost certainly received a refund on their end from the carrier for the two flight cancellations in question, there is no apparent obstacle to their cancelling the entire booking and issuing the partial refund, especially given the current circumstances.”

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Posted 5 years ago

“Terrible customer service and do not abide by their own policies. Would give 0 stars if possible. We got non-refundable tickets, but the policy says we can get a refund if the flight is cancelled. The flight WAS cancelled and instead we just got put on another one without our consent, 12 hours later!!! We called, telling them the flight we booked was cancelled and thus we wanted a refund, but they insisted on not giving us one, just told us to plan accordingly.”

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Posted 5 years ago

“1. My flight was canceled and rescheduled. Airline notified Kiwi but Kiwi forgot or missed to notify us. 2. Reached out to Kiwi, they responded and asked me to send a pm. Which I did. 3. Kiwi responded and asked for flight information and booking information etc. all good and they promised to take care of it. 4. I followed up asking for the status. (The Airline as given me the confirmation of the full refund within 2 weeks, which has long passed by now and Kiwi has NOT passed on any refund to me) 5. They told me they are still waiting for the airline to respond. 6. I followed up again and they said they are still waiting for the airline to respond but promised me to send an email on the same day about the update. 7 since then NOTHING!!!!!! I followed up again, my message is being ignored. 8. I post on their Facebook wall and they ask me to pm. I did!!!! 9. They ask me in the reply to ALL the pm sent between us "How can I help you" 10. They ignored my response again. 11. they asked me for my booking details again. 13. After more than 2 weeks we are at square one!!!! DO NOT BOOK WITH THEM!!!!! IN CASES LIKE THAT YOU WILL BE STRANDED AND THEY ARE NOT GIVING YOU YOUR MONEY BACK EVEN THOUGH THEY MESSED UP!!!!”

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Posted 5 years ago

“TERRIBLE experience from big SCAMMERS This is worst experience that happened to me in 17 years of flying. First KIWI showed me 2 different tickets (Royal moroco and Qatar airways) than after booking 2 tickets for my wife and me. KIWI.com sends me a confirmation for royal moroco and CHOCKS me with an email saying that prices have changed in QATAR AIRWAYS and that I have to pay the difference of change that is more than 3000 euros or get only the refund for the return flight ONLY ! I had to lose more than 500 euros because I'm blocked now . Terrible experience, no support, no emails or contact, no phones,no communication I'm going to sue this scam company and I'm going to dedicate my time starting from today to expose their scams. Update : 2 days ago KIWI.COM contacted me wanting more details that I provided them with. They said they want more time to investigate. I'm giving them three working days to investigate and after that I will start the "jurisdiction path" with my lawyer and my bank charging them with "false advertisement and use of false, misleading, or unproven information to advertise products ".”

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Posted 5 years ago

“Never ever buying tickets from this website! We had such a hard time dealing with them, and their customer service is not base in US, so good luck communicating with them.”

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Posted 5 years ago

“Muy mal servicios te cobran ante de cancelar en las 24 hora y solo te devuelven $10”

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Posted 5 years ago

“customer service is horrible and I could not refund my flight almost 80 days in advance. it was $600.”

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Posted 5 years ago

“Worst customer service experience so far! I used Kiwi to book 3 domestic flights in India. They have a 48hr cancellation policy and although all my flights were different (there was no connection between each), they applied the 48hr rule to all my flights and scammed me of all the money I was eligible to get. They told me that I am not eligible to get any refund but when I called up the individual airlines, they told me that I should receive a refund according to their policy. HIGHLY DISAPPOINTING EXPERIENCE. Never using it in the future.”

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Posted 5 years ago

“Shocking customer service after website changed price and then booked the wrong date. No refund or option but a wasted flight even though it was kiwi.com fault. Avoid!! There are other much more reliable websites to use to get your flights.”

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Posted 5 years ago

“No prompt was given when asking for details that this should be exactly as on the passport that will be used for traveling. This now did not align as I had no idea they were using this info to make the flight booking with the airlines. I had to pay £260 for a name change at the airport and it was not even offered to reimburse this. It was handled extremely poor on the phone, I called several times and no one seemed to have made a note as I had to explain the whole story again over and over, without anyone helping me. My refund request was then also misunderstood and denied. Google redirected me to this website as my journey was with different airlines, I highly recommend booking yourself separately with different airlines as opposed to using Kiwi. Refnr 94 059 229.”

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Posted 5 years ago

“Muy lamentable el servicio ofrecido por Kiwi. Reservé un vuelo y demoraron casi 8 horas en confirmarme el mismo. Llamé a atención al cliente y fui atendido por un muchacho llamado Sebastián el cual no pudo brindarme solución alguna, hablé con la supervisora quien lejos de intentar brindarme una solución me repitió lo dicho por su colega. Conclusión estuve 8 horas esperando la confirmación del vuelo y finalmente recibí un mensaje de texto informando me se canceló mi reserva. Muy pobre el servicio al cliente ofrecido por la empresa y muy poco resolutivo. El personal muy poco profesional y para nada eficiente.”

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Posted 5 years ago

“If you are booking in kiwi don’t do that it’s a scam company disgraceful unworthy needs to be sacked right now”

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Posted 5 years ago

“this website is the worse seller for flight tickets and the worse customer service ever!”

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Posted 5 years ago

“Very bad company after you booked you pay the money and after 1 week they tell you the flight had rescheduled and you'll have to pay extra money or you will lose your money because they will not give you a refund. I dont recommend to book with this company stay away Customer service is very bad. you call them and they tell you they will give you a call back after half an hour but they don't care I waited one and a half hours and no one called me. All the staff are liars and not friendly. Please stay away from this company.”

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Posted 5 years ago

“It´s really sad to write this review, but specially sad to see how this company doesn´t feel any kind of empathy with clients affected by the Coronavirus crisis. We are not able to flight outside of China and we asked them to help us with a refund of our tickets since it´s impossible for us to make it since we can not leave the country. After talking to Costumer Service they basically said they jus´t don´t care about our situation since the flight we have booked with them is not from or to China. That is true, but the passengers in the reservation are chinese and can´t leave the country. You all should know what´s the position of Kiwi.com regarding an issue like the Coronavirus. We are seeing our friends and family being affected, even dying. It´s not easy. We only ask for help and understanding, but instead they offer us 10 euros refund for a reservation of 4 tickets. Thanks to other companies for being beside us, and thanks to Kiwi.com for letting us all know where you stand for.”

Helpful Report

Posted 5 years ago

“It´s really sad to write this review, but specially sad to see how this company doesn´t feel any kind of empathy with clients affected by the Coronavirus crisis. We are not able to flight outside of China and we asked them to help us with a refund of our tickets since it´s impossible for us to make it since we can not leave the country. After talking to Costumer Service they basically said they jus´t don´t care about our situation since the flight we have booked with them is not from or to China. That is true, but the passengers in the reservation are chinese and can´t leave the country. You all should know what´s the position of Kiwi.com regarding an issue like the Coronavirus. We are seeing our friends and family being affected, even dying. It´s not easy. We only ask for help and understanding, but instead they offer us 10 euros refund for a reservation of 4 tickets. Thanks to other companies for being beside us, and thanks to Kiwi.com for letting us all know where you stand for.”

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Posted 5 years ago

“Dont go anywhere near them. Operate out of Czech Republic with robotic call centers in Philippines & India. Total crooks. I cancelled a $1055 ticket 2 hours after I booked it and received a $10 refund.”

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Posted 5 years ago

“KIWI IS RUBBISH! Customer service doesn't exist. Don't be deceived by the paid reviews. They'll sell you tickets from airlines that don't exist and blame you for it (that is if you can reach their customer service lines).”

Helpful Report

Posted 5 years ago

“On a two-way trip from New York to Berlin via Amsterdam, Kiwi.com managed to get me stranded twice on Amsterdam airport: On the first flight they "forgot" to pay KLM for the flight ticket Kiwi.com should have purchased for me resulting in me having to buy another ticket for that flight 1 hour before departure (you will know how costly that was) and I'm still waiting for my refund. On the way back, the first flight was delayed (Kiwi.com probably hasn't any fault in this) resulting in me missing the follow-on flight. However, they were not willing/ able/ capable??? to book my on the only other flight to New York that day (despite the fact that I had informed Kiwi.com 4 hours prior to departure of that other flight about my delay). Now being stranded in Amsterdam without my luggage, Kiwi.com instead offered me a refund of my flight to New York (which was ca. 20% of the price of a new flight at that time) or a new flight the next day with a 1-night stay in Amsterdam ("All paid for by Kiwi.com). Having arrived at the "airport" hotel, I realized it was 15 minutes taxi drive from the airport (of course I had to pay for the taxi) as well as a 40 minutes drive to Amsterdam city center with no other restaurants or activities close by. Then, Kiwi.com had promised to pay for breakfast, dinner and the hotel room - none of this was the case! I had to pay for all myself (reimbursement is filed but as they have so far not reimbursed me for my first flight 4 weeks ago, I am certain I will either not get any reimbursement or it will take weeks). Last but not least: The original ticket price was just 5% cheaper than if I would have booked it directly with the airlines. I am 100% certain, I will never use Kiwi.com again and cannot recommend it to anyone - not even to save costs as in the end, you will pay more!!! And you will waste a lot of your precious lifetime waiting on airports and speaking to (10!!!) customer service agents that are all very friendly, but seem to have no flexibility or rights to make decisions. Also you have to call them as they "cannot" (or don't want to?) call you back. Of course it's not a toll-free number so you will also have additional costs here. All in all: Using Kiwi.com saved me 5% vs. the alternatives on the ticket price, but so far I have paid at least 15% more due to the additional costs that Kiwi.com promised they would be paying, but didn't. For me this company sounds like scam and everyone who ever thinks of using it, think twice!”

Helpful Report

Posted 5 years ago

“worst website to buy tickets they dont even help you out and just out to scam people”

Helpful Report

Posted 5 years ago

Shipping & Delivery
Delivery Methods	Own Driver, Courier
Average Delivery Time	Over A Month
On-time Delivery	Greater than 13%
Accurate And Undamaged Orders	Greater than 50%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.1 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

Kiwi.com Reviews