I booked a flight from Milwaukee to Paris (with a connecting flight in between) on Kiwi.com before the covid-19 outbreak. I have still not gotten my refund, well over 4 months since my flight was cancelled and over 3 months since I was supposed to travel. I have tried calling their phone number, to no avail. They do not have live representatives available to speak, unless you have a current booking number. I am so frustrated and upset. Please learn from my mistake and NEVER, EVER BOOK WITH kiwi.com!
My flight was cancelled 5 months ago by the airline which is a no brainer for a refund, but it's been impossible to get refunded from Kiwi.com. You booked through them and cant go to the airline directly because of that. They are keeping all the money for a cancelled flight. This includes kiwi keeping their fee’s for the cancelled flight and the airline stealing the taxes that were due to local governments and airports. Both of which is probably illegal. You cant actually deal with the airline directly because the transaction is with Kiwi.com, but Kiwi are refusing to refund the service that was never provided.
They are also making the claim one is in progress to be completed within 3 months. It's now five months since the cancelled flight and no refund is coming. The company may well be wound up to avoid paying out these valid claims.
A desirable resolution is a refund for the service that was cancelled by the provider.
Hello!
I I bought a ticket with kiwi.com (flight from23/10 -3/11.
Yesterday I received a message stating that my flight has changed to the 2nd of November which interrupts my planned time there. I am very annoyed and disappointed as they do not give me a way to contact them and I’m unable to get my refund. I cannot come back on the 2/11 as my flight is regarding a medical appointment. I want to find a way to get refund for my flight back at least or get it changed however I am not able to do that as they are not replying to me and I’m worried about it.
All flights were canceled to and from Europe as Covid-19 pandemic occurred. Kiwi.com charged me and my husband for flight, luggage, seats, and an assisted refund fee for booking #77747307 Orlando to Sicily June 2020 vacation that never occurred. My credit card company attempted to get the monies via chargeback but Kiwi refuses to allow that. Kiwi also refuses to forward the monies the airline carriers gave to Kiwi back to me. On my account for Kiwi they actually list this trip as having been "traveled" which is impossible as no flights were allowed in June 2020 to Italy.
I booked with Kiwi a flight to go back to US from Heathrow, UK for my Fathers memorial service beginning on Oct 2nd through Oct 14(booking reference #122 095 446) and on Aug 31st I received a notification that my booking has been affected due to my layover not being long enough in BOS. So first off may I ask the question as to why Kiwi.com would even have flights to select and pay for, if they know they are not long enough to begin with? Second, I wasn’t given the change in my flight I was given the option to choose an alternative flight which were 20-30 hour flights with an extra fee that did not compare to the 12 hour flight that I originally booked, in addition if I choose an alternative flight I would not be able to get a refund. Third, if I choose to get a refund it would take up to 3 months to receive so how is someone suppose to rebook their flight if you do not dispatch the money straight away to them?
Everything seems very disturbing to me because I chose the £500 flight which is quite expensive compared to my last years flight of £320, which stated if I try to change or cancel my flight I cannot be reimbursed, but I did not change or cancel my flight you are doing so.
My biggest concern is that fact I cannot speak to anyone regarding this because I attempted to phone and because my flight is not 14 days prior the automatic system recommends you to use the help desk and then disconnects the call. So I have sent numerous messages on the help desk starting Tuesday Sept 1st and the matter still hasn’t been resolved and I have asked numerous times for someone to phone me and they still haven’t.
We purchased airline tickets a few months back through this website to visit Greece and Italy this summer, however in light of the COVID-19 pandemic our flights through Norwegian and through the secondary Eurpoean airlines have all been CANCELLED. This has been the case with most itineraries and flights since COVID-19 hit the world. However, despite receiving notice regarding the cancellation of our flights, KIWI has refused to provide us a refund. We have tried contacting them, and our options were to either cancel our itenary (for a 10 Euro refund/person), OR to reschedule. We filed a dispute with our credit card company and pending the results.
I bought tickets from Boston to Bucharest round trip. It's been more than 4 months since I submitted a request for a refund for my booked trips in May (9 -16). I received cancellation of my trips emails because of covid, and I did not cancel any trip myself.
My booking numbers were:
#107 869 762
#109 170 116
They have to refund me the money for several flights. I requested my refunds 5 months ago. They said that the time for processing my refunds is up to 3 months. It passed 5 months and nothing. I called them many times and every time they say that they are processing my refund. They owe me around $1500.
I've been waiting for the refund for 3 months. They don't answer my phone/email messages. It is 763 pounds so a lot of money for me. I need it back asap. But the company refuses to communicate.
I purchased a roundtrip flight on separate carriers via this travel agency before COVID-19. Closer to the scheduled date, both carriers cancelled the flights due to entry/exit restrictions as a result of the pandemic. I confirmed with both that they would issue full refunds via Kiwi. I contacted Kiwi but was instructed to submit the request via their site, which would take -at maximum- three months (this was also indicated on the site). I did so, and after three months and no refund I contacted Kiwi again, which responded that refunds would be processed -at minimum- three months. I continued to wait and one refund was issued from Kiwi for one airline. Kiwi explained that the other airline would only issue a voucher. I contacted the airline, which said that this was incorrect and that Kiwi had never contacted them. After relaying this to Kiwi, they asked for evidence of this correspondence and kept stalling, as they had done throughout this whole process. Eventually, I received the refund from Kiwi for the other airline. However, the total of the two refunds was KRW 128,204 lower than the total paid to Kiwi (KRW 584,833). I contacted both airlines and confirmed that the amounts refunded to Kiwi were the amounts originally charged by the airlines to them:
***
Since the total amount paid by me to Kiwi was KRW 584,833, this means that there was KRW 128,204 in hidden fees--which is illegal. Despite that these fees show nowhere on the invoice, Kiwi argues that it is a commission which is non-refundable.
I booked a flight with Kiwi.com. Reference number of transaction:. ***. They deducted 3,701AEd from my Travel card but the flight was cancelled. They are making excuses why they will not refund my money. The booking number is : ***.I n
Before Covid, I booked my our flights back home from Bordeaux France, connecting through Lisbon Portugal. We paid over $2k for business class seats departing in June 2020. Obviously we couldn't travel and indeed our flights were cancelled. I haven't seen any refund whatsoever and I cannot contact them. My emails remain unanswered. The two airlines involved have issued refunds for cancelled flights, but they were issued back to Kiwi who hangs on to the money. It feels like theft, pure and simple.
Due to COVID-19, my flight was canceled on February 12th, 2019. Ever since I have been calling their customer service and they told me to wait. They said it will take up to 3 months but now it is more than 6 months. Now, their customer service phone does not transfer my class to a consultant, because they want to help only customers who are current travelers or future travelers. I need my refund back as soon as possible!
I booked a round trip through kiwi.com and all 4 flights were cancelled by the airlines due to COVID. I submitted a refund request and waited a couple months without hearing anything from Kiwi. There is a facebook group where thousands of people are talking about how they aren't being refunded by kiwi even though the airlines already refunded them. I decided to file a claim with my bank and they ruled in kiwis favor. They stated kiwi provided them their cancellation policy but I never cancelled anything, the airlines did and if this happens you are entitled to a refund. Kiwi refuses to work with me and they are refusing to provide me with the credentials to my flights so I am unable to work directly with the airlines for a refund.
5/21: Airline canceled London flight
5/21: Requested refund to London via kiwi.com, may take 90d
6/9: Airline canceled Barcelona flight
6/9: Barcelona refund requested via kiwi.com, may take 90d
8/12: Email received stating: The carrier(s) has finished processing your refund request for the Barcelona flight. No further information.
8/23: Called Kiwi *** and kiwi stating Norwegian hasn’t processed refunds yet.
8/23: Called Norwegian Airlines ***) and they confirmed the following:
London *** No Claim Request Has been Made,
Barcelona *** This was refunded on 7/3/20 to Visa ending ***, 1***. This is a kiwi.com credit card and not the card that I purchased the flights with.
My flight was cancel due to COVID-19 by the carrier and I asked for my refund. I called the airline first and they told me I needed to go through all the refund process with the travel agency, in this case Kiwi travel agency. I have requested my refund on May, 20th of the current year and the company tells you to wait 3 months for the refund. I have been calling them since the beginning of the month of August because the timeline they show you on your booking management is still on the first step after all this time passed. I have heard the same answers from all the call center staff and I am tired of it. I need a solution. I need the money back to pay bills. We all have been affected and our hours of work have been cut. We need support. Thank you
I purchased tickets to travel to four countries. The total was over $2,200. I received a notification that due to COVID-19, the airlines canceled the flight, so I requested a refund with Kiwi.com. Kiwi.com said they would refund the price in 3 months, yet it has been 4 months and I have not received any refund. When I call them, they say they are still communicating with the airlines, and don't know when or if they can refund my ticket price. During this time, when so many are facing financial difficulties, I think the U.S. government really needs to step in and make them refund their customers.
The Kiwi.com INC, 1209 Orange Street, Wilmington Delaware, 19801, USA, charged my credit card for $1,119.50 on 1/1/2020, which was for my purchase of the flight from and back to Miami, FL. In April 2020, they contacted me that the flight was canceled and that I may be eligible for the refund, to which they provided the link to web pages; however, once I have filled all the requested information, the refund was less than ¼ of the price that I paid. Therefore, I have contacted my credit card company, which has issued me a refund. However, after 2 months they reversed the refund back to the full charge, upon which I have called them, and they told me that I have to sign the request form, which I did by filling the copied form and emailing the digital copy of it to the email address that I was provided by my credit card company. The credit card company refunded me money back after some processing time, but after less than one month it reversed it back to the full charge. Then I decided to call Kiwi.com INC, upon which I was finally advised that they would issue a refund on 9/24/2020. However, note that the phone conversation lasted more than 1 hour and that one of the responders has given me the date after I wanted to talk to the manager. Also, note that this may not happen because today is the promised date 9/24/2020 is in the future, as I am writing this complaint on 8/17/2020.
As such I consider this to be an act of stealing money, namely, I paid for the air ticket, which was not delivered to me. In addition, note that they are likely collecting the interest on the money, which will accumulate the interest for 0.7 year, and which I could have earned if they would return the money whenever they have canceled the flight, which was in April 2020.
I booked a ticket for 7 passengers that each supposedly had a baggage limit of 30kg. When they got to the airport none of the passenger had any baggage limits the ticket sold were without baggage and to add the baggage amount it would cost 10x the price of the tickets. All passengers ended up not flying. After desperately trying to call them everyday for 2 hours with no point, they said they will investigate for a refund which will take 30 days but I have a feeling it wont happen since I didn't receive any E-mail or message about it and now when I call they say the my booking numbers do not exist and hang up. I'm taking this a step us and ban them from operation in the UAE due to fraudulent activity. I will be filing the complaint today through a friend who work in the consumer protection agency in the UAE.
I booked a flight from Milwaukee to Paris (with a connecting flight in between) on Kiwi.com before the covid-19 outbreak. I have still not gotten my refund, well over 4 months since my flight was cancelled and over 3 months since I was supposed to travel. I have tried calling their phone number, to no avail. They do not have live representatives available to speak, unless you have a current booking number. I am so frustrated and upset. Please learn from my mistake and NEVER, EVER BOOK WITH kiwi.com!
My flight was cancelled 5 months ago by the airline which is a no brainer for a refund, but it's been impossible to get refunded from Kiwi.com. You booked through them and cant go to the airline directly because of that. They are keeping all the money for a cancelled flight. This includes kiwi keeping their fee’s for the cancelled flight and the airline stealing the taxes that were due to local governments and airports. Both of which is probably illegal. You cant actually deal with the airline directly because the transaction is with Kiwi.com, but Kiwi are refusing to refund the service that was never provided.
They are also making the claim one is in progress to be completed within 3 months. It's now five months since the cancelled flight and no refund is coming. The company may well be wound up to avoid paying out these valid claims.
A desirable resolution is a refund for the service that was cancelled by the provider.
Hello!
I I bought a ticket with kiwi.com (flight from23/10 -3/11.
Yesterday I received a message stating that my flight has changed to the 2nd of November which interrupts my planned time there. I am very annoyed and disappointed as they do not give me a way to contact them and I’m unable to get my refund. I cannot come back on the 2/11 as my flight is regarding a medical appointment. I want to find a way to get refund for my flight back at least or get it changed however I am not able to do that as they are not replying to me and I’m worried about it.
All flights were canceled to and from Europe as Covid-19 pandemic occurred. Kiwi.com charged me and my husband for flight, luggage, seats, and an assisted refund fee for booking #77747307 Orlando to Sicily June 2020 vacation that never occurred. My credit card company attempted to get the monies via chargeback but Kiwi refuses to allow that. Kiwi also refuses to forward the monies the airline carriers gave to Kiwi back to me. On my account for Kiwi they actually list this trip as having been "traveled" which is impossible as no flights were allowed in June 2020 to Italy.
I booked with Kiwi a flight to go back to US from Heathrow, UK for my Fathers memorial service beginning on Oct 2nd through Oct 14(booking reference #122 095 446) and on Aug 31st I received a notification that my booking has been affected due to my layover not being long enough in BOS. So first off may I ask the question as to why Kiwi.com would even have flights to select and pay for, if they know they are not long enough to begin with? Second, I wasn’t given the change in my flight I was given the option to choose an alternative flight which were 20-30 hour flights with an extra fee that did not compare to the 12 hour flight that I originally booked, in addition if I choose an alternative flight I would not be able to get a refund. Third, if I choose to get a refund it would take up to 3 months to receive so how is someone suppose to rebook their flight if you do not dispatch the money straight away to them?
Everything seems very disturbing to me because I chose the £500 flight which is quite expensive compared to my last years flight of £320, which stated if I try to change or cancel my flight I cannot be reimbursed, but I did not change or cancel my flight you are doing so.
My biggest concern is that fact I cannot speak to anyone regarding this because I attempted to phone and because my flight is not 14 days prior the automatic system recommends you to use the help desk and then disconnects the call. So I have sent numerous messages on the help desk starting Tuesday Sept 1st and the matter still hasn’t been resolved and I have asked numerous times for someone to phone me and they still haven’t.
Kiwi is not refunding full amount of ticket purchased (booking 90 439 228 )
We purchased airline tickets a few months back through this website to visit Greece and Italy this summer, however in light of the COVID-19 pandemic our flights through Norwegian and through the secondary Eurpoean airlines have all been CANCELLED. This has been the case with most itineraries and flights since COVID-19 hit the world. However, despite receiving notice regarding the cancellation of our flights, KIWI has refused to provide us a refund. We have tried contacting them, and our options were to either cancel our itenary (for a 10 Euro refund/person), OR to reschedule. We filed a dispute with our credit card company and pending the results.
I bought tickets from Boston to Bucharest round trip. It's been more than 4 months since I submitted a request for a refund for my booked trips in May (9 -16). I received cancellation of my trips emails because of covid, and I did not cancel any trip myself.
My booking numbers were:
#107 869 762
#109 170 116
They have to refund me the money for several flights. I requested my refunds 5 months ago. They said that the time for processing my refunds is up to 3 months. It passed 5 months and nothing. I called them many times and every time they say that they are processing my refund. They owe me around $1500.
I've been waiting for the refund for 3 months. They don't answer my phone/email messages. It is 763 pounds so a lot of money for me. I need it back asap. But the company refuses to communicate.
I purchased a roundtrip flight on separate carriers via this travel agency before COVID-19. Closer to the scheduled date, both carriers cancelled the flights due to entry/exit restrictions as a result of the pandemic. I confirmed with both that they would issue full refunds via Kiwi. I contacted Kiwi but was instructed to submit the request via their site, which would take -at maximum- three months (this was also indicated on the site). I did so, and after three months and no refund I contacted Kiwi again, which responded that refunds would be processed -at minimum- three months. I continued to wait and one refund was issued from Kiwi for one airline. Kiwi explained that the other airline would only issue a voucher. I contacted the airline, which said that this was incorrect and that Kiwi had never contacted them. After relaying this to Kiwi, they asked for evidence of this correspondence and kept stalling, as they had done throughout this whole process. Eventually, I received the refund from Kiwi for the other airline. However, the total of the two refunds was KRW 128,204 lower than the total paid to Kiwi (KRW 584,833). I contacted both airlines and confirmed that the amounts refunded to Kiwi were the amounts originally charged by the airlines to them:
***
Since the total amount paid by me to Kiwi was KRW 584,833, this means that there was KRW 128,204 in hidden fees--which is illegal. Despite that these fees show nowhere on the invoice, Kiwi argues that it is a commission which is non-refundable.
I booked a flight with Kiwi.com. Reference number of transaction:. ***. They deducted 3,701AEd from my Travel card but the flight was cancelled. They are making excuses why they will not refund my money. The booking number is : ***.I n
Before Covid, I booked my our flights back home from Bordeaux France, connecting through Lisbon Portugal. We paid over $2k for business class seats departing in June 2020. Obviously we couldn't travel and indeed our flights were cancelled. I haven't seen any refund whatsoever and I cannot contact them. My emails remain unanswered. The two airlines involved have issued refunds for cancelled flights, but they were issued back to Kiwi who hangs on to the money. It feels like theft, pure and simple.
Due to COVID-19, my flight was canceled on February 12th, 2019. Ever since I have been calling their customer service and they told me to wait. They said it will take up to 3 months but now it is more than 6 months. Now, their customer service phone does not transfer my class to a consultant, because they want to help only customers who are current travelers or future travelers. I need my refund back as soon as possible!
I booked a round trip through kiwi.com and all 4 flights were cancelled by the airlines due to COVID. I submitted a refund request and waited a couple months without hearing anything from Kiwi. There is a facebook group where thousands of people are talking about how they aren't being refunded by kiwi even though the airlines already refunded them. I decided to file a claim with my bank and they ruled in kiwis favor. They stated kiwi provided them their cancellation policy but I never cancelled anything, the airlines did and if this happens you are entitled to a refund. Kiwi refuses to work with me and they are refusing to provide me with the credentials to my flights so I am unable to work directly with the airlines for a refund.
5/21: Airline canceled London flight
5/21: Requested refund to London via kiwi.com, may take 90d
6/9: Airline canceled Barcelona flight
6/9: Barcelona refund requested via kiwi.com, may take 90d
8/12: Email received stating: The carrier(s) has finished processing your refund request for the Barcelona flight. No further information.
8/23: Called Kiwi *** and kiwi stating Norwegian hasn’t processed refunds yet.
8/23: Called Norwegian Airlines ***) and they confirmed the following:
London *** No Claim Request Has been Made,
Barcelona *** This was refunded on 7/3/20 to Visa ending ***, 1***. This is a kiwi.com credit card and not the card that I purchased the flights with.
My flight was cancel due to COVID-19 by the carrier and I asked for my refund. I called the airline first and they told me I needed to go through all the refund process with the travel agency, in this case Kiwi travel agency. I have requested my refund on May, 20th of the current year and the company tells you to wait 3 months for the refund. I have been calling them since the beginning of the month of August because the timeline they show you on your booking management is still on the first step after all this time passed. I have heard the same answers from all the call center staff and I am tired of it. I need a solution. I need the money back to pay bills. We all have been affected and our hours of work have been cut. We need support. Thank you
I purchased tickets to travel to four countries. The total was over $2,200. I received a notification that due to COVID-19, the airlines canceled the flight, so I requested a refund with Kiwi.com. Kiwi.com said they would refund the price in 3 months, yet it has been 4 months and I have not received any refund. When I call them, they say they are still communicating with the airlines, and don't know when or if they can refund my ticket price. During this time, when so many are facing financial difficulties, I think the U.S. government really needs to step in and make them refund their customers.
The Kiwi.com INC, 1209 Orange Street, Wilmington Delaware, 19801, USA, charged my credit card for $1,119.50 on 1/1/2020, which was for my purchase of the flight from and back to Miami, FL. In April 2020, they contacted me that the flight was canceled and that I may be eligible for the refund, to which they provided the link to web pages; however, once I have filled all the requested information, the refund was less than ¼ of the price that I paid. Therefore, I have contacted my credit card company, which has issued me a refund. However, after 2 months they reversed the refund back to the full charge, upon which I have called them, and they told me that I have to sign the request form, which I did by filling the copied form and emailing the digital copy of it to the email address that I was provided by my credit card company. The credit card company refunded me money back after some processing time, but after less than one month it reversed it back to the full charge. Then I decided to call Kiwi.com INC, upon which I was finally advised that they would issue a refund on 9/24/2020. However, note that the phone conversation lasted more than 1 hour and that one of the responders has given me the date after I wanted to talk to the manager. Also, note that this may not happen because today is the promised date 9/24/2020 is in the future, as I am writing this complaint on 8/17/2020.
As such I consider this to be an act of stealing money, namely, I paid for the air ticket, which was not delivered to me. In addition, note that they are likely collecting the interest on the money, which will accumulate the interest for 0.7 year, and which I could have earned if they would return the money whenever they have canceled the flight, which was in April 2020.
I booked a ticket for 7 passengers that each supposedly had a baggage limit of 30kg. When they got to the airport none of the passenger had any baggage limits the ticket sold were without baggage and to add the baggage amount it would cost 10x the price of the tickets. All passengers ended up not flying. After desperately trying to call them everyday for 2 hours with no point, they said they will investigate for a refund which will take 30 days but I have a feeling it wont happen since I didn't receive any E-mail or message about it and now when I call they say the my booking numbers do not exist and hang up. I'm taking this a step us and ban them from operation in the UAE due to fraudulent activity. I will be filing the complaint today through a friend who work in the consumer protection agency in the UAE.