I booked a flight with kiwi.com today to return to the UK from Bali.
In the booking I was notified about self transfers (in Indonesia and London) and advised to check that I comply. I can, as I have existing visas for both and am a UK resident.
The booking didn’t not notify my that Singapore is currently closed as a transit airport (I would have a 12 hour layover - no self transfer). As there is no self transfer, I knew that I wouldn’t need a visa. However, I didn’t know that Singapore had closed the airport to ALL foreign nationals.
Kiwi.com knowingly sold me a flight, that I would never be able to take.
They are not answering their phones. On the “manage my booking”, I am unable to cancel or get a refund from kiwi as it is less than 48 hours before my flight.
I will not be stranded in Bali. If they had advise on a suitable flight (eg via Japan) I would be able to get home more easily.
I booked a flight on Kiwi.com for late April 2020 departing NYC to Rome on Alitalia then connecting flight on Pegasus from Rome to Istanbul then return back to NYC. Both airline carriers have offered to change flight dates free of penalty charge. They mention on website if booked through agency need to change through agency. The world is facing a pandemic and when I contacted Kiwi.com the only option was keep flights or cancel and all I would get back is $10. This seems so wrong as government issued stay in place. The airlines have mentioned will change but why wont Kiwi.com. This seems like a company that is not looking to do the right thing.
I was scheduled to fly NY- London on Saturday March 14, 2020 flying Norwegian Airlines with tickets bough from Kiwi.com. Due to the COVID-19 worldwide outbreak and our national government banning travel from Europe to all non US citizens days before my scheduled flight. I deemed that my travel was not important enough to risk my self and others with the spread of the virus and the unknown. With the ban made from our government even Norwegian airline changed their refund policy to give credit to all flights even those deemed non refundable.
But due to lack of care for the outbreak and for customers safety Kiwi.com has refused to follow the steps of the airline and has refused to credit passengers. Stating that the tickets where non refundable which I understand on a normal case where I missed the flight or decided just not to travel.
So my question now is with Kiwi.com seeing how this virus spreads is the health of us all not more important than catching a flight and risk spreading the virus even more. What makes Kiwi go above what is recommended by our national government and world leaders that not even a refund can be made. I understand the ticket I purchased and on a normal day I would of enjoyed my trip to the UK but with this global pandemic that no one saw coming what is more important the health of us all or Kiwi following ridiculous rules.
For my last trip from Los Angeles to Istanbul, they booked my tickets. My connection flight in London was impossible to take. In London I had to leave the airport and go to another airport in another city which costed me around $200. Yet I missed that flight and had to purchase another ticket over there. I lost around $400 to pay for the extra luggages again which I'd already paid for in Los ANGELES. Called the customer service several times to get help but they were so disrespectful and awful even the supervisor. I travel a lot and have never had any issue with other companies.
I booked a flight with Kiwi from Tel Aviv to Malaga with a connection in Vienna. The flights were cancelled. On an 85Euro ticket, I received a 29Euro refund. Because I booked with their "basic" package, I was unable to contact the company via email and was on the phone for a very long time. This alone was not transparent, because I wasn't aware that I wasn't entitled to email support at the time of purchase. After going around with the agent whose English I could barely understand, I was told that I clicked a box that requested only a "partial" refund. I saw no such box. Only a black button that said "Refund". I questioned about a partial refund and asked "Who only wants a partial refund? What factors determine the amount refunded?" to which she had no answer. Then she preceded to advise me they had to give me back something. But why not the whole amount? She said because Wizz Air has my money. Why do they take the money but they can't get it back? She had no answer and said that the system has processed the refund and if I had any doubt I should have contacted them before the refund processed. Is there logic behind this? No. Indeed not. Trying to pass off their scam as an error on my part! On their refund invoice, they show the total amount I paid as 29Euro. Another side of their well-thought out scam. But I hold the original. I will pursue this. And I file this claim with the full advise TO NOT USE KIWI.COM. A well contrived operation.
I purchased a flight through Kiwi.com from Tijuana with two stops in Mexico with final destination Buenos Aires, Argentina. Due to the coronavirus pandemic, Argentina was not allowing American citizens into the country for 15 days. I called kiwi.com and they said that there was nothing that they can do and that my flight was still scheduled as planned. The day before my flight, my flight was changed so that my last leg (Mexico City to Buenos Aires was delayed by one full day). Now that my flight was changed, I went to kiwi.com to assess their flight "guarantee". It noted that if you do not contact them within 24 hours of your flight change then you may not get the benefits of their "guarantee". I called the number on their website ***. I was left on hold for 2 hours going from 50 minutes of supposed wait time to 35 minutes of supposed wait time which did not change for the second hour. I ultimately hung up. There was no one available to discuss my flight change. This website is a third party scam. I am requesting a refund to my ticket. Shame on kiwi.com for taking advantage of people during a global pandemic and not offering at least a credit to use for future flights.
Was due to fly to the UK via France until Trump instigated a travel ban. As an Australian citizen studying in the U.S. I would not have been allowed back in the country if I had taken my flights, which would have led to me losing my job and failing my course. Kiwi.com customer service predictably stood by "company policy"- as no flights had yet been cancelled they refused to amend my itinerary or refund the cost of my tickets. Their "Force Majeure" policy under which such events should be covered states that they will not help in these events at all, implying that they are inadequately insured to deal with such situations. It is precisely these situations in which special dispensation should morally be given to customers, and refunds issued- yet another case of a business protecting its profits at the expense of the consumer, which is morally indefensible.
I bought a ticket to go from Jeddah to Italy back to Toronto. Jeddah is not allowing people into the country and Italy is in lockdown yet for some reason they are refusing a refund . If I could go I would but it is impossible to go so why would then not send me a refund .
On February 1, I purchased a flight change to leave my destination a bit earlier. I was supposed to be in Washington state until February 11. Instead I wanted to leave a few days earlier and paid to have my flight changed booking #103 289 043. I flew from Raleigh, NC to Seattle,WA. The card that was used to book the flight was not the card used to purchase the flight change . I went to Seattle to meet someone I was dating long distance. This was our first time meeting; however, I learned early on I should leave sooner. Kiwi.com increased the price of the flight changed after the fact. I already paid $178.00 and went I looked again it was another amount that was owed. It was out of my budget so I requested the original flight change be refunded. Kiwi.com advised me no problem everything would be fine and I would be refunded. I called about my refund after the 10 days and they advised me the money was refunded
to the incorrect card. Kiwi.com refunded the money to the person I was seeing because they booked the flight; however, my card was used for the flight change and it came directly from my bank account. The company wants me to contact someone I am no longer involved with and the reason I paid to leave early. I needed to get home because the situation wasn’t safe and they want me to reach out to Someone I was trying to get away from. No one has helped me no managers or representatives this has been going on for a month. I have all my documents where the money came directly from my bank.
While booking my flight through kiwi, their system informed me that there was no space left on the overhead compartment and that I would need checked in luggage. I purchased checked in luggage, but once I arrived at the airport, I was informed that this was not accurate. There was in fact space on the overhead compartment, on all flights. Kiwi's purchasing information was inaccurate and misleading. I kindly request a reimbursement for my checked in luggage fee only. Please note, I did not use the checked in luggage feature.
I booked a round trip flight from MI to CA for March 2020. After reviewing the tickets and reading the small print. The flights not only had lengthy layovers - more than a day! They required changing airports! KIWI is totally DISHONEST showing the "travel time" and NOT including layover time as ALL other booking companies do!
I canceled and got $10 refunded! They are a SCAM! Don't be lured by saving a few dollars, stay away from throwing your money away to KIWI!
DISHONEST TRAVEL SIGHT!!! NEEDS TO BE SHUT DOWN!!!
Added baggage through Kiwi.com as the confirmation number given did not allow me to log into the airlines website directly. booking confirmation was extremely confusing and advertised that adding baggage though them would save me 50%. I have a screenshot of this confirmation email. The airline actually offers baggage add on significantly cheaper than Kiwi's rate. I didn't think I had a choice (without a booking confirmation # for the airline), so I bought the bag through Kiwi.
Shortly after, I finally got in contact with the airline directly, and they offered to help me out and add on baggage through them directly
As my transaction was still pending/processing (literally 5 minutes after purchase), I called Kiwi, waited on hold, and then was told that they could not cancel the transaction or refund me for the difference in the cost, even though the transaction hadn't gone through yet.
Edit... This keeps getting worse. They made it seem like the baggage cost $43 instead of the $30 that the airline was charging ($13 booking fee). They have actually charged me $86, with an additional $43 of that being the booking fee, on top of the $13 they had already added on. I need a refund
I arrived to LAX for a flight to Paris with 50 minutes until my flight, to be denied even though the airport was empty and I had plenty of time to make it to my gate. Kiwi had no option for me to check in online for my flight, which at LAX apparently has to be done 60 minutes before my flight. In the confirmation email and reservation ticket emailed to me from Kiwi, there is absolutely zero information about the check-in policy of the ticket. If I had been able to check in online before, or had been well informed about the timely policy of LAX, I would have rearranged my travel plans to the airport or still been able to make my gate with an early online check in.
I booked a flight tickets and right after the reservation I called their customer care to find out about the check-in luggage and they said that there is NO option even to pay extra for any luggage!! we ended up with cancellation over the phone and they said to wait up to 1 week for the refund, and they never refunded anything... they are real SCAM and lairs !
We booked a flight for a family trip but we have to cancel due to a death in the family. So I cancelled ahead of time and submitted a death certificate as well to ask for a refund. I paid $1273.83 and they only refunded me of $11.11 credit for future use!
I had made a booking in KIWI.COM for an itineray in Kuwait Airways for May 2020 and return on june 2020 from Riyadh to Trivandrum vide Booking no.***. As soon as I finished by booking I realised a change and cancelled the booking because the change date option was not working. Once I cancelled the booking they send me a notification that 10 euro will be credited to my account as refund back instead of 635 euro I spend. I contact them immediately but they denied the request saying that it was a Saver ticket and only 10 euro can be credited and the policies dont allow them. I was shocked and requested back that I will continue with the same ticket and dont need a cancellation but they said that the ticket has been cancelled by the airlines and cant do anything. Quite embarassed I called them and send different mails but they have no remedy. I visited the Kuwait Airways Office in Riyadh and informed the matter. They checked the status and told that no cancellation has been done and the tickets are still active. KIWI only void the ticket and grabbed my 630 Euro by giving 10 euro ( 8.49 euro credited yesterday to my account). The office also clearly said that this ticket is a refundable ticket and still valid and they wonder how Kiwi.com took this whole money. I made several request, calls and mails to KIWI but no response. I approached again Kuwait airways being the sole authority of this itienary several times through their cusotmer feedback page, mails, call and even local office visits but they are also not responding back.This is clearly a fraud attempt spreading airways name and reputation to the customers that airways cancelled the ticket and taken the money totally bluffing the customers , by keeping the money with KIWI. Kindly need your esteemed support in dealing with this matter to get back my money or else book me another ticket in the same flight or other with the fund they siezed. I can understand if it was a last minute flight or near day flight but this travel happens after 4 months from my booking date and how can they keep the whole money with them blaming Kuwait airways has cancelled the ticket and money cant be refunded.
1/3/2020 - I flew out of LAS to MEX using Kiwi. The flight path was poorly planned and my connection was already taking off by the time I made it to my gate. By booking through Kiwi, I had to pick up my luggage, change terminals and check in at the ticket counter (no digital check in was available). When I missed my flight to OAX, I immediately contacted Kiwi through the app and it recommended that I book my own flight at the airport and that I was protected by the "KIWI guarantee" https://www.kiwi.com/en/pages/guarantee which would cover a portion of the cost of a new ticket $175. The portion covered was posted and and I had to digitally accept that value (FYI it was less than the cost of a new ticket). Due to this debacle, my return flight from OAX was also cancelled. Yet, again last minute at the airport ~ 6am, I had to buy a new ticket and interact with Kiwi solely through an app that offered me less that the cost of the actual ticket I was purchasing $156. Now fast forward to the refund process, I sent in digital copies of my receipts to get at least a fraction of my ticket cost back from Kiwi, and I received an email back the next day saying the claim is decline and doesn't have ANY rationale as to why. I keep trying to access customer service and the web page loops, hides numbers and contact pages. This company seriously needs to follow it's own policies and grant the meager returns to it's customers per the "kiwi guarantee" --- The only thing that Kiwi seems to guarantee is to take your money and provide absolutely no travel support.
The kiwi.com guarantee is 100% ***. They will stall and lie and then deny what the guarantee clearly says on their website. Our flights were changed twice to options that no longer worked for us and the guarantee clearly states that if flights are changed and they affect your itinerary then they will find you another flight or give you a refund. We wanted a refund but they argued that there is mandatory 20 euro processing fees for any changes because it is the airlines fault but then they also say that kiwi.com can never make flight changes this always being able to charge you this large hidden fee. Then they would not give us the refund because it did not affect our itinerary even though it would have is miss a different flight though the same airline. The manager then argued that it only counts if the itinerary is a booked kiwi.com itinerary. So they will only help you if you have booked your entire trip through them which I would highly recommend that you do not. I will be disputing these charges via my credit card company and they aren't going to get a dime from me. Avoid this company like the plague and book through the airlines directly. Kayak.com sent us to Kiwi and I have serious doubts about their referral polices now.
I booked a flight with kiwi.com today to return to the UK from Bali.
In the booking I was notified about self transfers (in Indonesia and London) and advised to check that I comply. I can, as I have existing visas for both and am a UK resident.
The booking didn’t not notify my that Singapore is currently closed as a transit airport (I would have a 12 hour layover - no self transfer). As there is no self transfer, I knew that I wouldn’t need a visa. However, I didn’t know that Singapore had closed the airport to ALL foreign nationals.
Kiwi.com knowingly sold me a flight, that I would never be able to take.
They are not answering their phones. On the “manage my booking”, I am unable to cancel or get a refund from kiwi as it is less than 48 hours before my flight.
I will not be stranded in Bali. If they had advise on a suitable flight (eg via Japan) I would be able to get home more easily.
I booked a flight on Kiwi.com for late April 2020 departing NYC to Rome on Alitalia then connecting flight on Pegasus from Rome to Istanbul then return back to NYC. Both airline carriers have offered to change flight dates free of penalty charge. They mention on website if booked through agency need to change through agency. The world is facing a pandemic and when I contacted Kiwi.com the only option was keep flights or cancel and all I would get back is $10. This seems so wrong as government issued stay in place. The airlines have mentioned will change but why wont Kiwi.com. This seems like a company that is not looking to do the right thing.
I was scheduled to fly NY- London on Saturday March 14, 2020 flying Norwegian Airlines with tickets bough from Kiwi.com. Due to the COVID-19 worldwide outbreak and our national government banning travel from Europe to all non US citizens days before my scheduled flight. I deemed that my travel was not important enough to risk my self and others with the spread of the virus and the unknown. With the ban made from our government even Norwegian airline changed their refund policy to give credit to all flights even those deemed non refundable.
But due to lack of care for the outbreak and for customers safety Kiwi.com has refused to follow the steps of the airline and has refused to credit passengers. Stating that the tickets where non refundable which I understand on a normal case where I missed the flight or decided just not to travel.
So my question now is with Kiwi.com seeing how this virus spreads is the health of us all not more important than catching a flight and risk spreading the virus even more. What makes Kiwi go above what is recommended by our national government and world leaders that not even a refund can be made. I understand the ticket I purchased and on a normal day I would of enjoyed my trip to the UK but with this global pandemic that no one saw coming what is more important the health of us all or Kiwi following ridiculous rules.
For my last trip from Los Angeles to Istanbul, they booked my tickets. My connection flight in London was impossible to take. In London I had to leave the airport and go to another airport in another city which costed me around $200. Yet I missed that flight and had to purchase another ticket over there. I lost around $400 to pay for the extra luggages again which I'd already paid for in Los ANGELES. Called the customer service several times to get help but they were so disrespectful and awful even the supervisor. I travel a lot and have never had any issue with other companies.
I booked a flight with Kiwi from Tel Aviv to Malaga with a connection in Vienna. The flights were cancelled. On an 85Euro ticket, I received a 29Euro refund. Because I booked with their "basic" package, I was unable to contact the company via email and was on the phone for a very long time. This alone was not transparent, because I wasn't aware that I wasn't entitled to email support at the time of purchase. After going around with the agent whose English I could barely understand, I was told that I clicked a box that requested only a "partial" refund. I saw no such box. Only a black button that said "Refund". I questioned about a partial refund and asked "Who only wants a partial refund? What factors determine the amount refunded?" to which she had no answer. Then she preceded to advise me they had to give me back something. But why not the whole amount? She said because Wizz Air has my money. Why do they take the money but they can't get it back? She had no answer and said that the system has processed the refund and if I had any doubt I should have contacted them before the refund processed. Is there logic behind this? No. Indeed not. Trying to pass off their scam as an error on my part! On their refund invoice, they show the total amount I paid as 29Euro. Another side of their well-thought out scam. But I hold the original. I will pursue this. And I file this claim with the full advise TO NOT USE KIWI.COM. A well contrived operation.
I purchased a flight through Kiwi.com from Tijuana with two stops in Mexico with final destination Buenos Aires, Argentina. Due to the coronavirus pandemic, Argentina was not allowing American citizens into the country for 15 days. I called kiwi.com and they said that there was nothing that they can do and that my flight was still scheduled as planned. The day before my flight, my flight was changed so that my last leg (Mexico City to Buenos Aires was delayed by one full day). Now that my flight was changed, I went to kiwi.com to assess their flight "guarantee". It noted that if you do not contact them within 24 hours of your flight change then you may not get the benefits of their "guarantee". I called the number on their website ***. I was left on hold for 2 hours going from 50 minutes of supposed wait time to 35 minutes of supposed wait time which did not change for the second hour. I ultimately hung up. There was no one available to discuss my flight change. This website is a third party scam. I am requesting a refund to my ticket. Shame on kiwi.com for taking advantage of people during a global pandemic and not offering at least a credit to use for future flights.
Was due to fly to the UK via France until Trump instigated a travel ban. As an Australian citizen studying in the U.S. I would not have been allowed back in the country if I had taken my flights, which would have led to me losing my job and failing my course. Kiwi.com customer service predictably stood by "company policy"- as no flights had yet been cancelled they refused to amend my itinerary or refund the cost of my tickets. Their "Force Majeure" policy under which such events should be covered states that they will not help in these events at all, implying that they are inadequately insured to deal with such situations. It is precisely these situations in which special dispensation should morally be given to customers, and refunds issued- yet another case of a business protecting its profits at the expense of the consumer, which is morally indefensible.
I bought a ticket to go from Jeddah to Italy back to Toronto. Jeddah is not allowing people into the country and Italy is in lockdown yet for some reason they are refusing a refund . If I could go I would but it is impossible to go so why would then not send me a refund .
On February 1, I purchased a flight change to leave my destination a bit earlier. I was supposed to be in Washington state until February 11. Instead I wanted to leave a few days earlier and paid to have my flight changed booking #103 289 043. I flew from Raleigh, NC to Seattle,WA. The card that was used to book the flight was not the card used to purchase the flight change . I went to Seattle to meet someone I was dating long distance. This was our first time meeting; however, I learned early on I should leave sooner. Kiwi.com increased the price of the flight changed after the fact. I already paid $178.00 and went I looked again it was another amount that was owed. It was out of my budget so I requested the original flight change be refunded. Kiwi.com advised me no problem everything would be fine and I would be refunded. I called about my refund after the 10 days and they advised me the money was refunded
to the incorrect card. Kiwi.com refunded the money to the person I was seeing because they booked the flight; however, my card was used for the flight change and it came directly from my bank account. The company wants me to contact someone I am no longer involved with and the reason I paid to leave early. I needed to get home because the situation wasn’t safe and they want me to reach out to Someone I was trying to get away from. No one has helped me no managers or representatives this has been going on for a month. I have all my documents where the money came directly from my bank.
While booking my flight through kiwi, their system informed me that there was no space left on the overhead compartment and that I would need checked in luggage. I purchased checked in luggage, but once I arrived at the airport, I was informed that this was not accurate. There was in fact space on the overhead compartment, on all flights. Kiwi's purchasing information was inaccurate and misleading. I kindly request a reimbursement for my checked in luggage fee only. Please note, I did not use the checked in luggage feature.
I booked a round trip flight from MI to CA for March 2020. After reviewing the tickets and reading the small print. The flights not only had lengthy layovers - more than a day! They required changing airports! KIWI is totally DISHONEST showing the "travel time" and NOT including layover time as ALL other booking companies do!
I canceled and got $10 refunded! They are a SCAM! Don't be lured by saving a few dollars, stay away from throwing your money away to KIWI!
DISHONEST TRAVEL SIGHT!!! NEEDS TO BE SHUT DOWN!!!
Added baggage through Kiwi.com as the confirmation number given did not allow me to log into the airlines website directly. booking confirmation was extremely confusing and advertised that adding baggage though them would save me 50%. I have a screenshot of this confirmation email. The airline actually offers baggage add on significantly cheaper than Kiwi's rate. I didn't think I had a choice (without a booking confirmation # for the airline), so I bought the bag through Kiwi.
Shortly after, I finally got in contact with the airline directly, and they offered to help me out and add on baggage through them directly
As my transaction was still pending/processing (literally 5 minutes after purchase), I called Kiwi, waited on hold, and then was told that they could not cancel the transaction or refund me for the difference in the cost, even though the transaction hadn't gone through yet.
Edit... This keeps getting worse. They made it seem like the baggage cost $43 instead of the $30 that the airline was charging ($13 booking fee). They have actually charged me $86, with an additional $43 of that being the booking fee, on top of the $13 they had already added on. I need a refund
I arrived to LAX for a flight to Paris with 50 minutes until my flight, to be denied even though the airport was empty and I had plenty of time to make it to my gate. Kiwi had no option for me to check in online for my flight, which at LAX apparently has to be done 60 minutes before my flight. In the confirmation email and reservation ticket emailed to me from Kiwi, there is absolutely zero information about the check-in policy of the ticket. If I had been able to check in online before, or had been well informed about the timely policy of LAX, I would have rearranged my travel plans to the airport or still been able to make my gate with an early online check in.
I booked a flight tickets and right after the reservation I called their customer care to find out about the check-in luggage and they said that there is NO option even to pay extra for any luggage!! we ended up with cancellation over the phone and they said to wait up to 1 week for the refund, and they never refunded anything... they are real SCAM and lairs !
It all caused me stress, they owe me a refund, this company is a ripoff steals money from People’s account.
I book a flight, from NC to FL. charges added I did not agree with. I cancel within 2 hrs. This company refuse to refund me $93.40.
We booked a flight for a family trip but we have to cancel due to a death in the family. So I cancelled ahead of time and submitted a death certificate as well to ask for a refund. I paid $1273.83 and they only refunded me of $11.11 credit for future use!
I had made a booking in KIWI.COM for an itineray in Kuwait Airways for May 2020 and return on june 2020 from Riyadh to Trivandrum vide Booking no.***. As soon as I finished by booking I realised a change and cancelled the booking because the change date option was not working. Once I cancelled the booking they send me a notification that 10 euro will be credited to my account as refund back instead of 635 euro I spend. I contact them immediately but they denied the request saying that it was a Saver ticket and only 10 euro can be credited and the policies dont allow them. I was shocked and requested back that I will continue with the same ticket and dont need a cancellation but they said that the ticket has been cancelled by the airlines and cant do anything. Quite embarassed I called them and send different mails but they have no remedy. I visited the Kuwait Airways Office in Riyadh and informed the matter. They checked the status and told that no cancellation has been done and the tickets are still active. KIWI only void the ticket and grabbed my 630 Euro by giving 10 euro ( 8.49 euro credited yesterday to my account). The office also clearly said that this ticket is a refundable ticket and still valid and they wonder how Kiwi.com took this whole money. I made several request, calls and mails to KIWI but no response. I approached again Kuwait airways being the sole authority of this itienary several times through their cusotmer feedback page, mails, call and even local office visits but they are also not responding back.This is clearly a fraud attempt spreading airways name and reputation to the customers that airways cancelled the ticket and taken the money totally bluffing the customers , by keeping the money with KIWI. Kindly need your esteemed support in dealing with this matter to get back my money or else book me another ticket in the same flight or other with the fund they siezed. I can understand if it was a last minute flight or near day flight but this travel happens after 4 months from my booking date and how can they keep the whole money with them blaming Kuwait airways has cancelled the ticket and money cant be refunded.
1/3/2020 - I flew out of LAS to MEX using Kiwi. The flight path was poorly planned and my connection was already taking off by the time I made it to my gate. By booking through Kiwi, I had to pick up my luggage, change terminals and check in at the ticket counter (no digital check in was available). When I missed my flight to OAX, I immediately contacted Kiwi through the app and it recommended that I book my own flight at the airport and that I was protected by the "KIWI guarantee" https://www.kiwi.com/en/pages/guarantee which would cover a portion of the cost of a new ticket $175. The portion covered was posted and and I had to digitally accept that value (FYI it was less than the cost of a new ticket). Due to this debacle, my return flight from OAX was also cancelled. Yet, again last minute at the airport ~ 6am, I had to buy a new ticket and interact with Kiwi solely through an app that offered me less that the cost of the actual ticket I was purchasing $156. Now fast forward to the refund process, I sent in digital copies of my receipts to get at least a fraction of my ticket cost back from Kiwi, and I received an email back the next day saying the claim is decline and doesn't have ANY rationale as to why. I keep trying to access customer service and the web page loops, hides numbers and contact pages. This company seriously needs to follow it's own policies and grant the meager returns to it's customers per the "kiwi guarantee" --- The only thing that Kiwi seems to guarantee is to take your money and provide absolutely no travel support.
The kiwi.com guarantee is 100% ***. They will stall and lie and then deny what the guarantee clearly says on their website. Our flights were changed twice to options that no longer worked for us and the guarantee clearly states that if flights are changed and they affect your itinerary then they will find you another flight or give you a refund. We wanted a refund but they argued that there is mandatory 20 euro processing fees for any changes because it is the airlines fault but then they also say that kiwi.com can never make flight changes this always being able to charge you this large hidden fee. Then they would not give us the refund because it did not affect our itinerary even though it would have is miss a different flight though the same airline. The manager then argued that it only counts if the itinerary is a booked kiwi.com itinerary. So they will only help you if you have booked your entire trip through them which I would highly recommend that you do not. I will be disputing these charges via my credit card company and they aren't going to get a dime from me. Avoid this company like the plague and book through the airlines directly. Kayak.com sent us to Kiwi and I have serious doubts about their referral polices now.