351 Customer Reviews
Review from Gilad S
1 star08/25/2024
Refused to refund a flight I accidentally bought for the wrong date and immediately cancelled. 2000$ down the drain. Terrible customer service. I was told a supervisor will get back to me, never heard from them again. Use at your own risk.
Kiwi.com, Inc. Response
08/29/2024
Dear customer,
Thank you for sharing your experience with Kiwi.com. In order to assist you, we tried to locate your booking in our system based on the provided details, but unfortunately, we were not able to do so.
In order to find the booking, we would require further information on the details you used to make the booking. You can share the following with us:
- The email address used for making the booking
- The booking number issued by kiwi.com
- Full name of one of the passengers as an alternative
- The phone number used for the reservationOnce you do so, we will be able to locate the booking in our system and assist you based on the concerns you expressed.
Kind regards,
Customer Advocacy TeamReview from kalvin h
1 star08/19/2024
We had a terrible experience with Kiwi.com during this trip. Their customer services representatives were terrible with no common sense, no knowledge of self-transfer and immigration, allow too little time for transfer, left their customers in the cold overseas, only interested in their customers' money. and operated like robots and inhuman. When customers have medical problems prior to the date of travel, are stuck overseas, either for medical reasons or missing their flights due to immigration, Kiwi.com only was only interested in their customers' purchasing of new plane tickets overseas where the price was too astronomical. I will never buy future tickets with Kiwi.com again. For existing bookings, if you want to cancel them due to medical problems with doctor's order that prohibited to travel, Kiwi.com only offers an ultimatum: 1) cancel the entire trip for all parties in the same booking and Kiwi.com would return only 20 euros even though you spent close to $15,000 for the plane tickets and then rebook a new booking a day before travelling with Kiwi.com or 2) proceed with the same original itinerary, even though some of the members were not able to travel due to the doctor's order. Kiwi.com does not care. This Kiwi.com is a scam. When Kiwi.com gets your money, you will never see another cent refunding back to you even though we purchased ************************* offered by Kiwi.com with the premiums paid by us to Kiwi.com. I will never book future plane tickets with Kiwi.com and I will never recommend Kiwi.com to anybody for future overseas travels. Please think twice before you purchase a ticket with Kiwi.com.Kiwi.com, Inc. Response
08/20/2024
Dear ****** hang,
Thank you for sharing your experience with us. We genuinely appreciate your honest feedback, as it helps us identify areas where we can improve.
Our team will be reviewing your concerns carefully, and well reach out to you directly if we need any further information.Thank you again for bringing this to our attention.
Kind regards,
Customer Advocacy Team
Kiwi.com, Inc. Response
08/27/2024
Dear Mr. ************* am sorry to hear that your experience with Kiwi.com was a negative one.
You contacted our customer service to cancel the booking as two passengers could not travel due to medical reasons. Our ******************** has requested a refund from the airlines and is closely monitoring the situation. We will update you as soon as we have any news.
We have also reviewed the refund applications you submitted, and we will take into account the refund for the new flights you purchased during your journey.
However, since a chargeback has been initiated, we cannot process any refunds until it is resolved. This may take up to three months, but we will keep you updated on the progress.
Yours sincerely,
Customer Advocacy Team
Review from Chance P
1 star08/17/2024
Booking a flight on Kiwi.com is not recommended. I booked a flight from PVD to JAX for 8/15/2024 through Kayak that prompted Kiwi. I paid, and Kiwi confirmed and sent tickets by email. Arriving at the airport, Breeze Airways did not have me listed as a passenger on that flight. They investigated and said Kiwi is not authorized by Breeze to sell tickets. With time running out until my 6:00 AM flight, I was forced to purchase a full-price ticket from the airline. After contacting Kiwi they refused to refund for the ticket that was not honored. As far as I am concerned, Kiwi owes me $380 because I had to purchase the ticket at full price on the day of the flight.Kiwi.com, Inc. Response
08/20/2024
Dear *******************,
Thank you for leaving your review regarding your experience with Kiwi.com.
Please be assured that we take all feedback seriously and that we will be investigating the issues you have raised in your review. Please allow us some time to proceed with a thorough investigation, and we will contact you with the outcome as soon as possible.
Yours sincerely,Review from Nick S
1 star08/08/2024
Company is a joke, impossible to work with and their customer service is non existent. Had a flight changed to twelve hours later and they will do absolutely nothing to help me change flights. Pretty disappointing to say the least, look elsewhere for booking.Kiwi.com, Inc. Response
08/09/2024
Dear Customer,
Thank you for leaving your review regarding your experience with Kiwi.com.
Please be assured that we take all feedback seriously and that we will be investigating the issues you have raised in your review. Please allow us some time to proceed with a thorough investigation, and we will contact you with the outcome as soon as possible.
Yours sincerely,
Customer Advocacy TeamKiwi.com, Inc. Response
09/03/2024
Dear ***************,
Thank you for sharing your experience with us. We value your input.
I would like to clarify that Kiwi.com complies with airlines' policies regarding cancellations and schedule changes. When a disruption is triggered by the airlines, we inform the passengers, and if available, we offer some options to fix the disruption. The options offered to fix the disruptions depend always on the type of reservation the passengers have.
If you have any further questions, please don't hesitate to contact me by replying to our email conversation where I have explained the situation in more detail and offered a suitable resolution. Thank you for allowing me to resolve your concerns.
******************
Customer Advocacy SpecialistReview from Paoze t
1 star08/08/2024
Kiwi.com is terrible travel agency! I booked two Kiwi.com booking numbers for my family of 6 people from the U.S. for our vacation in *****, *********, ********** and *******, ******** from 6-25-2024 to 7-11-2024. We had a terrible experience with Kiwi.com during this trip. Their customer services representatives were terrible with no common sense, no knowledge of self-transfer and immigration, allow too little time for transfer, left their customers in the cold overseas, only interested in their customers' money. When customers have medical problems prior to the date of travel, are stuck overseas, either for medical reasons or missing their flights due to immigration, Kiwi.com only was only interested in their customers' purchasing of new plane tickets overseas where the price was too astronomical. I will never buy future tickets with Kiwi.com again. For existing bookings, if you want to cancel them due to medical problems with doctor's ***** that prohibited to travel, Kiwi.com only offers an ultimatum: 1) cancel the entire trip for all parties in the same booking and Kiwi.com would return only 20 euros even though you spent close to $15,000 for the plane tickets and then rebook a new booking a day before travelling with Kiwi.com or 2) proceed with the same original itinerary, even though some of the members were not able to travel due to the doctor's *****. Kiwi.com does not care. This Kiwi.com is a scam. Their headquarter is located in the ************** and does not care about the logistics of their customers' well-being when travelling. All that Kiwi.com wants to do is for their customers to buy new tickets with them while overseas, to make money and to squeeze every dollar out of your pocket. I will never recommend Kiwi.com to anybody for future overseas travels. Please think twice before you purchase a ticket with Kiwi.com. I will rate Kiwi.com as a 0. This is a terrible travel agency ever dealt with in my entire life!Paoze T.08/08/2024Kiwi.com, Inc. Response
08/09/2024
DearCustomer,
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Thank you for leaving your review regarding your experience with Kiwi.com.Please be assured that we take all feedback seriously and that we will be investigating the issues you have raised in your review. Please allow us some time to proceed with a thorough investigation, and we will contact you with the outcome as soon as possible.
Yours sincerely,
Customer Advocacy Team
Kiwi.com, Inc. Response
08/09/2024
Dear Customer,
Thank you for leaving your review regarding your experience with Kiwi.com.Please be assured that we take all feedback seriously and that we will be investigating the issues you have raised in your review. Please allow us some time to proceed with a thorough investigation, and we will contact you with the outcome as soon as possible.
Yours sincerely,
Customer Advocacy Team
Kiwi.com, Inc. Response
08/27/2024
Dear Mr. *********************** am sorry to hear that your experience with Kiwi.com was a negative one.
You contacted our customer service to cancel the booking as two passengers could not travel due to medical reasons. Our ******************** has requested a refund from the airlines and is closely monitoring the situation. We will update you as soon as we have any news.
We have also reviewed the refund applications you submitted, and we will take into account the refund for the new flights you purchased during your journey.
However, since a chargeback has been initiated, we cannot process any refunds until it is resolved. This may take up to three months, but we will keep you updated on the progress.
Yours sincerely,
Customer Advocacy Team
Review from Jason M
1 star08/06/2024
My flight was changed at the time of checking in to my flight. **** did not communicate this to me, Air Serbia informed me when I checked in. When I called Air Serbia to ask why they changed my flight at the very last minute, they said they changed it two months ago and informed ****. **** did not inform me. **** blames Alr Serbia, Air Serbia blames ****. Meanwhile me as the customer was left to incur huge costs due to the significant change in schedule. I was having a conversation with a customer service agent while in line to board my flight. Other passengers overheard and said I bet you booked through ****. Turns out they had the same experiences I did. Their reputation is poor and I learned this the hard way. In the future I will use this app to search for flights and I will book them direct through the airline. I will never book with **** again.Kiwi.com, Inc. Response
08/07/2024
Dear Customer,
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Thank you for leaving your review regarding your experience with Kiwi.com.Please be assured that we take all feedback seriously and that we will be investigating the issues you have raised in your review. Please allow us some time to proceed with a thorough investigation, and we will contact you with the outcome as soon as possible.
Yours sincerely,
**************
Customer Advocacy Team
Kiwi.com, Inc. Response
08/07/2024
Dear Customer,
Thank you for leaving your review regarding your experience with Kiwi.com.Please be assured that we take all feedback seriously and that we will be investigating the issues you have raised in your review. Please allow us some time to proceed with a thorough investigation, and we will contact you with the outcome as soon as possible.
Yours sincerely,
**************
Customer Advocacy Team
Review from Candace H
1 star07/30/2024
Horrible company with pretty much non-existent customer service.....they promise to answer you within 2 days and then they just never answer back. I have been waiting for 3 weeks on a refund. I have spent thousands of dollars with **** over the last couple of years and I will never use them again. Do yourself a favor....use a different booking platform or just book with airline directly.Kiwi.com, Inc. Response
08/02/2024
Dear *****************************,
Thank you for leaving your review regarding your experience with Kiwi.com.
Please be assured that we take all feedback seriously and that we will be investigating the issues you have raised in your review. Please allow us some time to proceed with a thorough investigation, and we will contact you with the outcome as soon as possible.
Yours sincerely,Customer Advocacy Team
Kiwi.com, Inc. Response
08/05/2024
Dear *******,
Thank you for sending us the review of our services. We are sorry to hear about the delay in answering to your claim. Following the reception of your review, we have followed up the claim with the airline, and we have provided you with the airline's answer via direct message.
Please do not hesitate to contact us back if you have any other question or concerns.
Thank you for your cooperation and understanding.
Best regards,
******
Senior Customer Advocacy Specialist
Review from Meghan V
1 star07/26/2024
I booked a one-way Westjet flight through Kiwi.com. Due to the labour strike and related disruption to ******** operations that began on Friday, June 28, my flight on June 29th was cancelled. I called Westjet, and they confirmed that I am entitled to a full refund in compliance with the Air Passenger Protection Regulations:- ******************************************************************************************************** - ************************************************************************* Despite this, Kiwi.com has repeatedly denied me a full refund. Initially, they claimed that the carrier would not provide a refund. After I disputed this, they offered me $60.82 in 'Kiwi credits' or a refund of $46.20, claiming that that was the refund amount theyd received from the carrier. However, ******* has no record of Kiwi ever contacting them to request a refund. Unfortunately, ******* is unable to provide me with a refund directly and I have to continue to waste time disputing with Kiwi.com.Kiwi.com, Inc. Response
07/30/2024
Dear ***************************,
Thank you for leaving your review regarding your experience with Kiwi.com.
Please be assured that we take all feedback seriously and that we will be investigating the issues you have raised in your review. Please allow us some time to proceed with a thorough investigation, and we will contact you with the outcome as soon as possible.
Yours sincerely,
Customer Advocacy TeamKiwi.com, Inc. Response
08/16/2024
Dear ***************************,
Ive reviewed your booking and noted the concerns about your canceled flight. Unfortunately, the airline only informed us of a minor schedule change, not a cancellation. Additionally, our ticketing partner indicated that the flight was used, which doesnt match your experience.
I see youve already received a partial refund: ***** CAD in Kiwi.com credits and ***** CAD to your original payment method, likely for luggage.
To resolve this, Ive approved a full refund for your booking, which should have already reached your account. You may also keep the ***** CAD in credits as a gesture of goodwill. The credits can be used to book flights on Kiwi.com.
Thank you for your understanding. We value your business and hope to assist you with future bookings.
Best regards,
Customer Advocacy TeamReview from RUPA N
1 star07/14/2024
I had purchased two roundtrip flights from two established international airports in California and Canada via Kiwi.com for this summer, I received a note stating flight (Lynx Air) stopped operations so I requested a refund since I am out ~$800 for these tickets purchased via Kiwi.com. Kiwi.com can't refund or provide any alternative and upon reaching their customer service their response was that they are NOT responsible since the payment was collected by the airline and they can't reach out to the airline given they ceased operations. What I fail to understand, how a travel platform has zero responsibility in this matter? Wouldn't there be any legal agreement with airline partners they operate with ? And with level of service how they expect to be successful? Never using them againKiwi.com, Inc. Response
07/16/2024
Dear ***************************,
Thank you for leaving your review regarding your experience with Kiwi.com.
Please be assured that we take all feedback seriously and that we will be investigating the issues you have raised in your review. Please allow us some time to proceed with a thorough investigation, and we will contact you with the outcome as soon as possible.
Yours sincerely,
Customer Advocacy TeamKiwi.com, Inc. Response
07/16/2024
Dear ***************************,
Regrettably, the airline ceased operations one month after your booking, leading to the unfortunate cancellation of your flights. Despite our efforts, we were unable to obtain any refund from the airline.
In light of this situation, I am pleased to inform you that our ******************** has approved a full refund at our expense. We have sent you detailed information via email.
Best Regards,
Customer Advocacy Team
Review from Akudo B
1 star07/09/2024
My flight was canceled. Though **** tried to phrase it as "Delayed" even though this "delay" changed a Oct 28th return flight to Oct 25th. So I called the airline directly to get a refund. And they said "of course, this is an unreasonable disruption and you'll get a full refund". Unfortunately what I didn't know was that **** booked my flight with their company credit card and the refund went to them, not me. And so began my hellish experience trying to get my money back. For 2 days **** told me they couldn't give me a refund unless I proved the airline had refunded them. I call the airline and ask if they can send me a copy of my refund but they say they can only send it to the email that booked the flight. And again, **** used their information to do that, not my email. So they sent the confirmation to ****, who says they don't see it and they won't call the airline unless I cancel my entire itinerary and request an "Assisted refund" through them. So I do this, even though my departing ticket was fine and not delayed and I wanted to keep that one so I would just have to worry about booking a new return flight (with anyone other than kiwi of course). A few minutes after I cancel the itinerary and request the assisted refund, I'm told that only part of my trip (the 3 day disrupted flight) is refundable. So...they just told me they won't give me my refund unless I cancel everything, but since I've cancelled everything, they won't give me a refund. At that point I filed a claim with my bank and hopefully I can get my full money back that way. Kiwi's "policies" only exist to scam customers. There is no logic or reason. All these horrible people had to do was call the airline and get confirmation of the fully refunded ticket. Instead they made me do bizarre things that made no sense, purely so they could use it as an excuse to not give me a full refund. If this complaint is hard to understand, you're not alone. I can't for the life of me understand what just happenedKiwi.com, Inc. Response
07/11/2024
Dear ***,
We appreciate your review and feedback regarding your recent experience with us.
Rest assured that your feedback is of utmost importance to us, and we are committed to thoroughly investigating the concerns you have raised. Our dedicated team is already working on a detailed analysis, and we will reach out to you promptly with the results of our investigation.
Thank you for bringing this matter to our attention. We will take the necessary steps to address any issues and improve our services.
Sincerely,Kiwi.com, Inc. Response
08/29/2024
Dear ******,
Thank you for your feedback. Our team reached out and made every effort to find a solution that worked for both parties. We are sorry if this did not meet your expectations, but please know we did our best to assist you. If there's anything more we can do, feel free to contact uswe are here to help.Kind regards,
Customer Advocacy Team
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