Business Profile

Travel Agency

Kiwi.com, Inc.

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Complaints

This profile includes complaints for Kiwi.com, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

687 total complaints in the last 3 years.
116 complaints closed in the last 12 months.

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Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:06/26/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On June 1st at 04:04 AM, I have made a booking for a flight from ********* to ********* for 2 people, on Kiwi.com website. Because we wanted to travel together, I have also purchased adjacent seats for additional fee. Total payment was ******EUR. After successful booking I tried to make the check in on Wizzair website, only to find that one seat (17 D) was NOT allocated. So one of the two passengers had no seat allocated on that flight. I contacted Kiwi support and was instructed to pay at the airline the seat allocation fee of 19eur which I did at 04:39AM and concluded the check in. But at that point I have paid TWIUCE for the same service - seat allocation for one of the passengers - once at **** at 01:04 Am) and secondly at Wizziar at 04:39 AM. So I asked Kiwi for that money to be given back, because the service was paid, but not provided. Sadly they refused. I also asked Wizzair help, and they confirmed that they did not get 2 seat allocation for seat 17 D, so its clear that Kiwi failed to provide this service for me. Please help me get my money back, as they charged me for a service that was not provided by them.
Business Response
Date: 06/27/2025
Dear customer,
Thank you for reaching out to us. We have reviewed your concern and are pleased to inform you that a refund of 19 EUR has been issued to your original payment method. The amount should reflect in your account within 3–10 working days.
We would also like to clarify that for future reference, it is important to allow us some time to process service requests such as seat selections. In this case, our system was still working on adding the seat when you took action on your own. As a result, we were unable to complete the process on your behalf, even though we typically ensure all paid services are added accordingly.
For future bookings with Kiwi.com, we kindly ask that you allow us the necessary time to complete any additional services you purchase. If anything else is needed, please proceed with replying to the first complaint that you filed, as this one is a duplicate.
Thank you for the understanding.
Best regards,
Iva
Customer Advocacy Specialist

Customer Answer
Date: 06/27/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23520816, and find that this resolution is satisfactory to me, however, the fact that it took almost 3 weeks to give a solution and only after BBB stepped in is something that tells a lot of how they are dealing with their customers...

Sincerely,

Florin Barascu
Initial Complaint
Date:06/08/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Dear BBB,I am writing to seek your help regarding an issue I faced with my flight booking through Kiwi.com.I had booked a flight from ********* to ****** scheduled for 15/06/2025 However, last week, Kiwi.com informed me that the flight schedule was changed and suggested that I cancel my booking. Since the changes were not my fault, I didnt want to cancel, but after discussing with them and to avoid further arguments, I agreed to cancel the booking.Unfortunately, they only cancelled half of the booking the other part is still active but completely **useless** to me. When I contacted them again, they simply told me, "If you dont want to go, just cancel no problem." But if I cancel the remaining part, **they will deduct all the money When I warned them that I would file a complaint if they proceeded unfairly, they responded, No problem, showing no willingness to help. This treatment feels extremely unprofessional and *************, I still need to travel from *********** to ****** on 15/06/2025**, which was my **original travel plan I kindly request your support to take appropriate action in this matter.They are playing with customers money and time, and I sincerely hope you can help me get a proper resolution.Thank you for your support.
Business Response
Date: 06/20/2025
Dear Mr. Amadala,

Thank you for contacting us and giving us the opportunity to review your case in detail.

Please allow me to clarify that Kiwi.com acts as a brokerage company. This means that we book flights on behalf of our customers based on the selections made through our platform. However, the operation and management of flights, including any schedule changes or disruptions, remain the sole responsibility of the airlines, as they are the owners and operators of the aircraft and the services.

In your case, the flight from Abu Dhabi to Dammam experienced a schedule change initiated by the airline. You initially applied for a **partial assisted refund**, and our agents correctly informed you about the available options visible in the “Manage My Booking” section of your account. Subsequently, you applied for a **full assisted refund**, which covers the entire booking.

Please note that as per the refund policy, a full assisted refund applies to all flights in the booking. Any segments not directly affected by the schedule change were treated as **voluntary cancellations**, in accordance with the policies of the individual airlines involved.

That said, we truly understand the inconvenience you’ve experienced. As a gesture of goodwill and in recognition of the overall situation, I would like to offer you a **full invoice refund in the amount of 669.00 SAR** in the form of **Kiwi.com credits**. These credits will be valid for use on our platform for a period of two years.

Please let me know if you accept this resolution so that we can proceed accordingly.

Kind regards,

**Nicolas**
Senior Customer Advocacy Specialist
Kiwi.com
Initial Complaint
Date:06/05/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased online an airline ticket on 6/4/2025 from Kiwi.com.The first credit card has a charge pending, but no acknowledgement of purchase from Kiwi I used a different credit card to buy the same ticket, Kiwi acknowledged purchase, but the merchant provided no Airline Reservation Code. The new credit card has a charge pending.When contacted the merchant about missing code, the explanation was: not yet available, airline has not yet confirmed reservation Asked when. Promised in 96 hours. Asked if this is guarantied time frame - no reply Checked experience of other people with KIWI - a lot of complaints with similar problems, the merchant uses delay tactic for refund, or does not refund at all The number below is a reservation code with Kiwi.645 975 583 I am seeking a ban on this company operation in ***.
Business Response
Date: 06/16/2025
Dear Mr. Ioffe,
Your complaint was brought to our attention, and therefore, we have gone through your reservation to investigate the issue.
Unfortunately, there was an unexpected delay in processing your reservation, and the travel details were not issued within the standard timeframe. We truly apologize for any inconvenience this may have caused. We are pleased to confirm that your booking has now been successfully finalized.
Regarding your concern about a possible duplicate charge or overbooking, we have carefully reviewed all related payment attempts. We can confirm that only the payment linked to your current booking was successfully processed. No additional transactions resulted in funds being transferred to us. However, it is possible that your bank temporarily held funds for the unsuccessful attempts. These holds are typically released automatically within a few business days, depending on your bank’s policies.
Should the issue with the frozen funds persist, or if you require any supporting documentation for your bank, please let us know.
If you have any further questions, do not hesitate to contact us anytime.
Kind Regards,
Customer Advocacy Team
Kiwi.com
Initial Complaint
Date:06/04/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On May 18, we bought two return tickets via **** for Aegean flight A3 458 from ********* to ********* scheduled for May 26 at 23:59. On May 24, we got a check-in reminder, and again on May 26. We arrived 4 hours early, only to learn the flight was canceled. Aegean staff couldnt find us in the system, as Kiwi never issued e-tickets (16-digit code starting with 390), so they couldnt help. Kiwi support could only provide a *** and insisted Aegean should assist. At midnight, we had no choice but to buy last-minute tickets to ****** (EUR 62). We landed at 01:40 and found a Wizz Air flight to ******** at 09:50 (EUR 222). We were supposed to arrive at 01:40 and work the next day. Instead, we spent the night on an airport bench with no sleep. We reached ******** at 12:00, home at 14:00, losing a full workday. Dr. ******** a medical director, earns NIS 600/hourwe lost NIS *****. We request full reimbursement and compensation.
Business Response
Date: 06/17/2025
Dear customer,
Thank you for your message. Based on our findings, we have decided to issue a refund to your original form of payment. This is due to the fact that we were not informed about the schedule change that occurred, but we still take full ownership in this situation.
I can confirm that you paid 222.96 EUR for the Wizzair flight. You also mentioned an additional 62 EUR paid for a flight to Athens. However, I was unable to locate the invoice for this payment. Could you please share the invoice at your earliest convenience.
I will contact you separately to collect the necessary bank details.
Thank you for your cooperation.
Best regards,
Iva
Customer Advocacy Specialist
Initial Complaint
Date:06/03/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Business Name: Kiwi.com Order Number: attached the below.I am filing a complaint regarding a flight booking made through Kiwi.com. I canceled the ticket within 24 hours of booking due to exceptional personal circumstances. The flight involved a codeshare between *************** and ****************Despite canceling within the allowable window and repeated follow-ups with Kiwi.com, I have not received Full refund for over one year. The company responded initially stating that the refund was being processed, but since then, I have received no meaningful updates.I also submitted a dispute through my Citi credit card, but due to the delay, I am now left without resolution. Kiwi.com continues to hold my money without providing the service or a refund. Moreover just refund $110.56. Its not all the amount refunded.I can provide all relevant documentation including the booking confirmation, cancellation proof, and communication with Kiwi.com upon request. If you have any questions please let me know. Thank you!Sincerely, ***** **
Business Response
Date: 06/10/2025
Dear Customer,

Thank you for submitting your complaint. I have thoroughly reviewed your case regarding the refund application from July 2024.

I understand your expectation of a higher refund based on the 24-hour cancellation policy. However, I need to clarify that this policy applies specifically to tickets purchased directly from the airlines in ***** or through **************** As your booking was purchased outside of the Korean market, different cancellation fees applied. This is why the refund amount was reduced by the airlines' standard voluntary cancellation fees.

What further affected the fee applied for your ticket is the time left until departure at the time of submitting the cancellation. There was only 1 day until departure, and while we initiated the cancellation immediately, both airlines applied a high deduction fee. I acknowledge there was an unusual delay in processing one of the refunds. We received the funds for this ticket only in January 2025, and the ongoing chargeback process further complicated the situation. While this delay was not directly caused by a lack of action on our end, I understand the extended waiting time has been frustrating. The available refund from airlines received for your tickets has been forwarded to you.

I have reached out to you via a separate email with more details.

Please let me know if you would need any further clarification.

Kind regards,
***
Customer Advocacy Team
Customer Answer
Date: 06/11/2025
Thank you reaching out I am filing a complaint against Kiwi.com regarding a flight booking that was canceled within 24 hours. At the time of cancellation, I was clearly informed by a Kiwi.com agent that I would receive a full refund with no additional charges.
However, I have only received $110 as a partial refund. The part refund amount dated on Jun 10th received pending was later canceled by Kiwi without explanation.( I dont know why $1108.34 was cancelled) I have proof of this cancellation picture.
Over the past year, I have made numerous attempts to contact Kiwi.com by phone and email, but the issue remains unresolved.
I find it unreasonable and unacceptable that such a simple refund process has taken over a year, especially when Kiwi confirmed at the time that no charges would apply.
To save everyone's time and resolve this matter, I am requesting a full refund as originally promised.
Thank you for your to attention this issue.
Customer Answer
Date: 06/12/2025

Complaint: 23410868

Thank you reaching out I am filing a complaint against Kiwi.com regarding a flight booking that was canceled within 24 hours. At the time of cancellation, I was clearly informed by a Kiwi.com agent that I would receive a full refund with no additional charges.
However, I have only received $110 as a partial refund. The part refund amount dated on Jun 10th received pending was later canceled by Kiwi without explanation.( I dont know why $1108.34 was cancelled) I have proof of this cancellation picture.
Over the past year, I have made numerous attempts to contact Kiwi.com by phone and email, but the issue remains unresolved.
I find it unreasonable and unacceptable that such a simple refund process has taken over a year, especially when Kiwi confirmed at the time that no charges would apply.
To save everyone's time and resolve this matter, I am requesting a full refund as originally promised.
Thank you for your to attention this issue.

Sincerely,

***** **
Customer Answer
Date: 06/16/2025
Subject: Partial Refund After 24-Hour Cancellation - $622.10 Still Owed.
I purchased an international ticket through Kiwi.com that included flights operated by **********, ***************, and ***************
I canceled the ticket within 24 hours of booking. According to ********************************* (***) rules, a full refund should apply if a booking is canceled within 24 hours and the departure is more than 7 days away.
Kiwi.com only refunded part of my ticket and has failed to return $622.10. I have contacted their customer service multiple times, but the issue remains unresolved.
I am requesting a full refund of the remaining $622.10, in accordance with DOT policy and Kiwi's own stated 24-hour cancellation policy. I can provide documentation proving the cancellation was within the eligible time window. Thank you for your attention to this issue.
?
Business Response
Date: 06/18/2025

Dear Customer,

I apologize for my delayed response as I was temporarily out of office. Upon reading your message, I immediately initiated investigation of the refund status with our finance department.

Regarding the Korean Air refund, our records show this transaction as successful, though I can see it initially appeared as cancelled on your end. This discrepancy might be related to the previously raised chargeback, which often complicates the refund process. Since your last message, you seem to have received the transaction in the end. I have reached out to you via email to verify this information with you.

While the delay in receiving funds from the carrier was not within our control, I acknowledge it took an extended time.

Regarding the non-refundable portion you mentioned: This consists of the airlines' cancellation fees due to cancellation just one day before departure, plus our service fee for booking the flights. These amounts cannot be refunded monetarily.

I understand you referenced a specific 24-hour cancellation policy, but for your reservation, it applies only to tickets purchased directly from the airlines in ***** or through *************** for the selected operating carriers. Both operating carriers in your reservation have this specific policy. As your booking was made through the US market, different cancellation policies apply, especially for next-day departure cancellations. Unfortunately, US Grace ****** is not applicable for your trip, you have booked and cancelled an itinerary with a next-day departure.

I remain available for discussion via email, in case you would need to reach out.

Kind regards,
***
Customer Advocacy Team
Customer Answer
Date: 06/18/2025

Complaint: 23410868

Subject :Partial Refund After 24-Hour Cancellation - $622.10 Still Owed.

Thank you for reaching out. I purchased an international ticket through Kiwi.com that included flights operated by **********, ***************, and ***************

I canceled the ticket within 24 hours of booking. According to ********************************* (***) rules, a full refund should apply if a booking is canceled within 24 hours and the departure is more than 7 days away.

Kiwi.com only refunded part of my ticket and has failed to return $622.10. I have contacted their customer service multiple times, but the issue remains unresolved.

I am requesting a full refund of the remaining $622.10, in accordance with DOT policy and Kiwi's own stated 24-hour cancellation policy. I can provide documentation proving the cancellation was within the eligible time window.

Thank you for your attention to this issue.

Sincerely,

***** **

Business Response
Date: 06/19/2025
Dear Customer,

I am following up on your latest message submission, which appears to be identical to the one we discussed on June 18th. I also sent you a detailed email to your booking address regarding this matter but haven't received your response yet.

To reiterate the key points from our previous communication:

1. Your cancellation was made one day before departure, not 7+ days ahead as stated in your complaint
2. The US DOT 24-hour ***** period policy you're referring to specifically applies to bookings made at least 7 days before the flight, with several other conditions that need to be met. This is not applicable to your reservation.
3. Due to the next-day departure cancellation, the airlines applied their standard cancellation fees, which were deducted correctly.
4. The refund process was complicated by a chargeback claim, but the available refund should be now successfully transferred

I would appreciate if you could check and respond to my previous email where I provided detailed information about the refund status and policy applied. If you haven't received it, please let me know and I can resend it to your preferred email address.

I remain available to discuss this matter further and provide any necessary clarification.

Kind regards,
***
Customer Advocacy Team
Customer Answer
Date: 06/21/2025

Complaint: 23410868

I am rejecting this response because: I previously contacted Kiwi.com by email about my refund request, but there was a long delay before I received any response. I booked a flight and canceled it within 24 hours. At the time, your agent clearly told me that I would receive a full refund.
However, to this day, I have only received a partial refund. The remaining amount of $622.10 has not been returned. According to ********************************* regulations, customers are entitled to a full refund when canceling a flight within 24 hours of booking.
I hope we can resolve this matter quickly and that you will issue the remaining refund of $622.10 without further complications. but I am submitting this complaint in order to move this process forward. Thank you.
Sincerely,
***** Li
Initial Complaint
Date:05/26/2025
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Kiwi.com refuses to correct my birthdate,due to simple typo error, demanding $55 service fee.I believe this is a rip off charge.And the correction should be made absolutely free of charge!
Business Response
Date: 06/09/2025
Dear Customer,
We have reviewed your booking and understand your concerns regarding the 30 handling fee. This fee is a standard charge applied in cases where passenger corrections are requiredsuch as name changes or updates to passport details. It helps cover the administrative and processing costs involved, which may include coordination with airlines and support from multiple systems and agents.

That said, as a gesture of goodwill, I have waived the handling fee for your case and have already updated the date of birth in our system accordingly.
Best Regards,
Kiwi.com
Customer Answer
Date: 06/09/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

Asmae El Jabiri
Initial Complaint
Date:05/23/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked a flight through them and six hours later I requested a refund. They have been denying me a refund and told me twice to contact the airline to request one. The airline told me that I have a 100% refundable ticket. However, the booking agent ( kiwi) hold the ticket and there's nothing that they can do about it. They told that kiwi was lying to me. I have been seeking a refund from them 6 hrs after purchase since last night @ 1800 ( well within the 24 hrs grace ****** provided by the **********************) and they keep giving me the run around. This is their message: **"" Hello *******,I see that you booked your ticket under Saver fare, which is our most popular and most affordable ticket fare. However, as per the policies of saver ticket fare, if you request a cancellation, we will request a refund from the airline on your behalf, and the refund that we receive from the airline, we will deduct 30 EUR per flight per passenger charges and refund you the remaining amount. This process generally takes 14 days to be completed, however, it totally depends on the airline. If you do not want to pay 30 EUR per flight per passenger charges, I request you to contact the airline directly and request a refund. In that case the refund that we receive from the airline, we will refund the same amount to you.***""""However, the airline agent ( ***** for intercaribean) told me that I had a 100% refundable ticket however it needed to he refunded by kiwi and there's nothing that they could do about it.
Business Response
Date: 06/06/2025
Dear Customer,

Thank you for letting us know about the situation.

I have thoroughly reviewed your reservation and can confirm that your cancellation request was submitted within the first 24 hours. While we initiated the refund process immediately, I understand our processing time has taken longer than expected and our approach towards the situation did not meet the quality of service we strive for.

The refund has been approved by the airline in line with their 24-hour cancellation policy. While it typically takes a few weeks to receive funds from the airline, we have processed your refund based on their confirmation. You should have received a separate email confirmation of this transaction.

I appreciate your patience throughout this process.

Kind regards,
***
Customer Advocacy Team
**********************
Customer Answer
Date: 06/09/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******** ******
Initial Complaint
Date:05/22/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Cancellation of flight:- Purchased April 29, 2025 - Cancelled April 29, 2025 - Full purchase: $1,382.41 - Refund is partial: - 3 flights total - 2 have been refunded, but only ? of the full price - 1 flight has not been refunded yet - Refund policy is to receive refund within 14 days, as of today it's been 24 days since cancellation - Refund policy is refund minus 30 EUR per person (2) per flight (3) so a total of 270 EUR ($310). - I expect not to recoup $310 or so from the cancellation, but so far I've received $433.83 (2 flights). This is no where close to the $1,382.41 I spent.- Issue:The flights didn't include the ability to have Checked Bags, No Where on their website mentioned that Checked Baggage was not available. I purchased 2 tickets because my daughter and her friend are studying and are returning home on a one-way ticket, they must be able to bring back their items in a Checked Bag and it wasn't until after I purchased was I made aware of this. So I cancelled the flights in the same day and now I'm being charged 30 EURO per person per flight (270 EUR) and I still haven't received my refund. Their business practice of not being truthful with the airlines they purchase tickets from and informing customers is deceitful and the process of getting the refund truly painful.
Business Response
Date: 05/23/2025
Dear Ms. ********************** hope you are doing well.
I have reviewed your reservation and noticed that a refund request was submitted, which appears to be related to an issue with the baggage allowance. I would like to clarify that the baggage policy was clearly outlined during the booking process, including any restrictions. In your specific case, the itinerary allowed for cabin baggage only, due to a short layover. For this reason, adding checked baggage was not permitted, as it could have caused you to miss your connecting flight.
Regarding the refund, please note that a processing fee applies, which was agreed to when the refund request was submitted. At this point, even if we were to consider waiving such fees, we are currently unable to proceed. This is due to the involvement of a third party in the matter, and resolution may take up to three months. Therefore, for now, no action can be taken from our end.
Thank you for your understanding.
Best regards,
Iva
Customer Advocacy Specialist

Customer Answer
Date: 05/23/2025

Complaint: 23367052

I am rejecting this response because:

The Response is false, no where during the process DID IT STATE "No Checked Baggage". The only terminology was "Self Transfer" which does not spell out No Checked Baggage. I fully understood that the flights included hand baggage, that is normal to have a Carry-On baggage, so that's not the issue. The issue is clearly I expected to add Checked Baggage at some point in the process and Airlines don't always ask during the reservation process but I can add either before boarding at the Check-In desk or online later. Again, I made the reservation and discovered immediately after I booked that Checked Baggage was not allowed, I contacted Kiwi.com Support and I was told to contact the Airlines. I did contact the ******************, but after 5 attempts of calling their number (*******************) and being placed on hold for about 5 minutes, then the call ended abruptly without anyone picking up (I was charged for those calls as well), I decided my only option was to cancel within a 24-hour window. After I place the Cancellation in, I was informed that I would be charged 30 Euros per person per flight, ridiculous to be honest, but I'm ok with paying 270 Euros ($310) for this mistake (2 person + 3 flights = 90 Euros per flight x 3 flights = 270 Euros). However, as you can see, I've been refunded only $433 of the $1,382 I paid for 2 flights and I still have 1 flight that hasn't been refunded (******************) from ***** to ******* I expect another $65 or less for the ****************** flght, so a total of $500 is being refunded, which is no where close to what I should be getting back minus the 270 Euro fees ($310). My refund should be in the ball park of at least $1,000 ($1,382 - $310 = $1,072). I will probably not get back the Insurance (AXA) I purchased of $30 per person ($60) but that would still leave me with about $1,012. I'm very disappointed in how I made a payment in good faith and getting raped by Kiwi.com on my refund. I expect BBB to also take a hard look into this practice, I cancelled within 24 hours for a legit flaw in Kiwi.com website and not getting a refund in a timely manner is shady from their end, Airlines do not take longer than 14 days to refund and it's now day 25 since I cancelled this itinerary.

Kiwi.com, please provide where on your booking process (not in the terms and conditions because no one reads that) that it states clearly "No Checked Baggage" is allowed for any of the Self Transfer flights before checkout?

Sincerely,

****** Orthbandt
Business Response
Date: 05/26/2025
Dear Mr. ************************** you for the message.
For your convenience, I searched for a similar itinerary to the one you booked. During the second step of the booking processafter entering personal detailsit clearly states that adding checked baggage is not allowed due to a self-transfer and a short layover time. This information was also visible to you during your original booking, and a screenshot has been attached for reference.
While our team did advise you to check directly with the airline, we also emphasized the importance of following baggage restrictions and traveling with cabin baggage only. Additionally, your itinerary does not include ******************; the first flight, from ***** to ******, is operated by ************
Regarding the screenshot you shared about the refund process, it indicates that we will forward any refund received from the airline to you. However, this does not guarantee a full refund since we follow the airline's policy, as also noted in the booking terms.
As mentioned, the refund process is taking longer due to the involvement of a third party on your end. In such cases, resolution typically takes up to three months.

Best regards,
Iva
Customer Advocacy Specialist
Customer Answer
Date: 05/27/2025

Complaint: 23367052

I am rejecting this response because:
I accept responsibility of not fully understanding what "Self Transfer" meant and doing my due diligence to making sure a Checked Baggage was part of the itinerary. Again, I've never in my travel history ever have heard that airlines would restrict Checked Baggage, since this is their money maker to charge extra fees for it.
Here's the point, I discovered this after I made the purchase, Kiwi.com support recommending to contact the airlines (Yes, I mixed the airlines up as ****************** is the new airlines they will be traveling on, not Sky *************** Sky Express answering service did not answer my multiple calls and my only alternative was to find another flight that did include Checked Baggage. I made my cancellation within 24 hour period, it's unfortunate that your company would charge a fee for cancellation but I'm fine with that too, again at 270 Euros ($310). BUT here's the problem, I cancelled my itinerary and for that, I'm losing ? (66%) of purchase that I am not getting.

I would expect a company would try to come to a positive conclusion and do what is best for a potential future customer, instead of fighting it. Your policies is draconian at best being that you're taking money from a potential future customer for a mistake that is clearly stated as being a very specific error due to not seeing nor understanding what Self Transfer meant. I don't recall nor believe it clearly stated No Checked Baggage, you website may have changed since I made this mistake and have made numerous complaints to your Support team.

However, my complaint is about my refund and timing, regardless of how you determine it, ultimately it's your website I purchased the tickets and is your responsibility to provide the refunds at FULL price minus your 'administrative fees'.

So this is not resolved, your company (Kiwi.com) should be put on Notice that your policies and how you deal with customers is not in the best interest of Consumers.

I won't be satisfied until I get my full refund minus the Kiwi.com fees of 270 Euros.
Sincerely,

****** Orthbandt
Business Response
Date: 06/02/2025
Dear Mr. ************************** you for the message.
Please note once again that the restriction on adding checked baggage does not come from the airlines themselves, but from our system, based on the specific travel itinerary you selected. The flights you chose include a short layover that does not allow sufficient time to recheck baggage with another airline. This is why the option to add checked baggage was not available. We did advise you to contact the airline, but also mentioned that it might be best not to, as adding the checked baggage would make you fully responsible, even in the case of missing the flight.
We are committed to finding a solution for you; however, since a third party was involved at your request, we are currently required to wait for their resolution before we can proceed.
It is also important to mention that our website clearly displayed the information regarding the inability to add checked baggage, as we are obligated to inform customers of such restrictions and we did so in this case.
At this point, the main obstacle to resolving the issue is the ongoing involvement of the third party. Until their conclusion is reached, we are unfortunately unable to move forward with a refund, despite our best intentions to assist you.
I hope this is understandable and if anything else is needed, let us know.
Best regards,
Iva
Customer Advocacy Specialist
Customer Answer
Date: 06/03/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I appreciate that kiwi.com is trying to make an effort, I don't know who the 3rd party is, if it's the airline that hasn't refunded me yet or my bank, but all I wanted was a refund minus the fees mentioned - 30 euros per person (2) per flight (3) = 270 euros. I was actually hoping by now all refunds would have transpired since it's now over 33 days since I cancelled. I'm looking for a resolution and from what I read, Kiwi.com is in the process of doing so. I will take their word and hope for the best.

Sincerely,

****** Orthbandt
Initial Complaint
Date:05/22/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On April 4, 2025 I purchase a flight ticket on Kiwi app (kiwi *** Travel App) ticket was 2 ways ****MTY and MTY-**** I got confirmation number 626 541 718 . On April 20, 2025 I got a email saying my flight ****MTY has been cancelled on April 21 I request my ticket cancellation refund . Today May 22 at 14:30 pm, this refund hasnt been sent yet, I just call ********************* to ask for my refund, they told me they still waiting for airline answer Im requesting my both tickets refund. First without going flight ticket how can be able to take return fligth ..2nd I need my refund to get again 2 ways ticket I believe more than 30 days without any answer is more than enough time to get this transaction clarified
Business Response
Date: 05/23/2025
Dear Mr. ******* ******,

Thank you for taking the time to share your valuable feedback regarding your latest experience with Kiwi.com.
We would like to sincerely apologize for the delay in processing your refund. We have not received the reimbursement from the airline to this day; however, we do not wish for you to wait any longer.
I am pleased to inform you that your refund has now been successfully processed according to your original invoice. In addition, as a gesture of goodwill and to thank you for your understanding, I have issued a small travel voucher, which can be used towards any future booking with us.
The voucher details have been sent to you in a separate message. Your return flight remains active and is, unfortunately, nonrefundable according to the airline's policy. I recommend using it and booking a new flight to **********
I apologize for the inconvenience, and thank you so much for your patience. Should you have any questions or require further assistance, please do not hesitate to contact us.
Best regards,
Customer Advocacy Team
**********************
Initial Complaint
Date:05/19/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 05/18/2025 I purchased three tickets from the *** to ******** through Kiwi.com This morning I went to request a refund for the ticket but Kiwi.com automatically cancelled my flight ticket reservations when I requested the refund. Now, they are telling me I may or may not get the money refunded, but either way, my flight is automatically cancelled. In other words, even if I pay for the ticket and am denied a refund, I will no longer be able to use the tickets. This appears to be a scam because a refund request shouldn't automatically cancel one's flight reservation. They should only cancel a reservation IF the refund has been approved. Otherwise, they should allow the consumer to use the ticket they purchased. I spoke to their customer service and supervisor today 05/19/2025 and have them on audio stating that when a refund consideration is made, they automatically cancel one's flight and they will no longer be able to use the ticket whether the refund is approved or denied. There is nothing more I can do through Kiwi.com and this is a scam. I paid over $2500 dollars and this is not how a company should operate and treat its customers. Please consider intervening.
Business Response
Date: 05/20/2025
Dear Mr. ************ hope this message finds you well.
Im reaching out regarding the concerns you raised about your recent booking, and Id like to ensure that everything is clearly explained and resolved to your satisfaction.
First and foremost, please accept my sincere apologies for any inconvenience you may have experienced.
Upon reviewing your case, I can confirm that a cancellation request for your booking was submitted on the same day it was made, with the reason provided being that your wife had lost her green card and you were unable to travel. Following this request, our agents immediately initiated the refund process for all flights included in your itinerary.
Subsequently, we received a request from you to reverse the cancellation. Unfortunately, once the refund process has been initiated, we are unable to stop or reverse it, as the procedure with the airlines is already underway.
I completely understand how important this trip was and how frustrating the situation must be. At this stage, we are awaiting an update from the airlines regarding the refundable amount. Once the final amount is confirmed, we will process the refund in line with the Assisted Refund policy you accepted when submitting your request.
We kindly ask for your continued patience as we await the airline's response. Please rest assured that we are doing our best to secure the maximum possible refund for you as quickly as possible. However, it is no longer possible to reinstate the original booking.

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