I booked my flight from Peurto Vallarta Mexico to Oakland through Kiwi.com. They had me going through Guadalajara airport from Puerto Vallarta with 1 hour and 36 min to spare for an international flight. That meant getting off the plane and having to check in. Their website would not let me check in on line. I had not checked my bag so I ran to the ticket counter to check in. There were about 50 people waiting to check in. By now I was under an hour to catch my flight. I pushed my way to the front of the line, got yelled at and begged to get on the flight to Oakland and I was told the flight was closed. I spent the next 5 hours trying to get a flight home. There was only 1 airline that flew to the US and I was told the next flight was 1/11. It was the 5th of jan. I finally got someone to work with me, got a flight to Denver then home. Took over 30 hours and $1100 extra. The origional flight cost was $650. With loss of wages and hotel and cab etc it was a $2500 loss. The Kiwi.com guarantee only gave me back $500 despite the receipts etc. It was clearly their fault that they booked it so poorly and I do not suggest dealing with them. Although they are "scripted nice" they don't know what they are doing and many don't speak clear English. I called every day for 7 days straight.
I booked on a flight from VXE to SID advertised on Kiwi's website, which was then confirmed via email. After receiving the confirmation, I went on to book the rest of my trip (from SID to MXP and then on to RUH). It was an expensive, and difficult flight path, but it was the best option I had to get back home to RUH.
The next day I received another email confirmation, however then shortly after I received an email saying "Possible trip alternatives", but in that email it still says in bright green letters that my trip is confirmed. Then I received another email saying that my booking failed and that they would need to put me on another flight, however the flight alternative they included in the email was for the exact same flight. These emails all come through at 2AM my time. By the time I woke up, I had a third email from Kiwi saying that my flight was confirmed and that I should prepare "to pack my bags" and that my trip was still confirmed. The next day, I awoke to an email saying that Kiwi had cancelled my flight and would refund me for it. This completely ruined the rest of my travel itinerary, as I needed to get to SID to catch my connecting flights to MXP and then to RUH. Kiwi said that it had an alternative flight for me, but it was actually the exact same flight from VXE to SID that was supposedly fully booked. Even on Kiwi's website this booking continued to be falsely advertised for days afterwards, even though it was no longer available.
At this point I promptly called Kiwi's customer service - at my own expense because Kiwi apparently does not have a toll free number. I literally spent the entire day speaking to no less than 5 Kiwi representatives, even a manager named "***", and was not helped at any point during the process. Kiwi told me that they needed 48 hours to forward my issue to 'specialists' who would try to get me on another flight or find another solution. I told them I could not wait 48 hours because tickets were selling out and I needed prompt resolution to the problem, which was completely Kiwi's fault to begin with. Finally, I called 24 hours later and asked if my issue had been responded to and found out that the 'specialists' had already looked into my issue and found no solution - but Kiwi failed to call or email me to tell me this. I probably accumulated 75 dollars in long distance cell phone fees during this meaninglessly long process.
I was then emailed and told that there was nothing Kiwi could do.
Here were roughly the sequence of events:
- I book a flight with Kiwi and receive multiple confirmation emails.
- I receive an email that my flight will need to be changed, but the alternative flight offered was the same one I was on and an email hours later confirmed that my flight was still okay.
- Kiwi then tries to give me an alternative that does not actually exist
- Kiwi forces me to call them and accumulate 75+ dollars in long-distance cell phone fees
- Kiwi tells me that it will take 48 hours for them to find a resolution to my issue
- Kiwi finds no resolution and fails to email me this update as they promised multiple times to do
- Kiwi makes no offer to compensate me for the 600 dollars in damages I have incurred because of Kiwi's own mistake in messing up my first booking.
Kiwi does not stand my what it advertises. Very poor, uncooperative customer service. Confusing and conflicting communications.
Dear All,
I've booked a ticket with Kiwi.com from Tunis Carthage to Krakow, Poland with a transit of 1,5 hours in Nice, France for the 1st of January at 6 pm.
I got surprised when I got to the airport while trying to check-in ly luggage that no luggage is confirmed with the airline nouvelair
and obviously with the second airline wizzair.
I've been arguing with nouvelair customer service because I had a printed confirmation from kiwi with the added luggage of 20 kg and can not travel without it since the second day is my first day in my new job in Krakow, Poland also calling kiwi customer service several times in order to find a solution without success and boarding has been closed and missed my flight.
The funny resolution of Kiwi customer service comes via email after 30 min from the boarding closed and I missed my flight they acknowledge that they failed to add my luggage in both flights Tunis-Nice and Nice-Krakow and asked me to pay the requested amount at the airline 150 Eur and still don't know how much will be for the second flight either if they will accept any luggage to be added ???? but anyway it was too late even if I wanted to do so.
By calling their customer service several times because they hang up on me many times and then they called me and offered me an alternative flight Tunis - Rome- Krakow on the 2nd of January at 9:15 am or a partial refund of 237 euros. I did accept the flight proposed but I doubt that I might have the same issue once again also by going through flight details I've realized that there were more than 4 hours of transit in Rome compared to my first flight 1,5 hours and that I should be at the airport at 7 am so I should start from home from 5 am from my place since I am located far from the airport around 2 hours and no transportation facilities are available on this time.
I did call kiwi customer service right away again after checking the trip details and before receiving any confirmation of ticket or E-ticket to let them cancel the flight and informed them about all those information in order to request the refund proposed previously of 237 euros and informed them of the inconvenience and that I am not in a position to take that flight and to keep my choice of refund.
Today morning I received an email from Kiwi.com informing me that since I accepted the alternative flight the refund of 237 Euros is no longer available and that any possible refund is subject of an investigation and they can not guaranty anything for now forgetting that I missed my flight because of them and might lose my job because of their unprofessional services.
Purchased a ticket through kiwi.com for travel between Los Angeles International Airport to Cancun. Originally, I had a layover in Monterrey of 2.5 hours. After I purchased the ticket, I was notified my layover was increased to 10hrs 35min. I requested a refund as that impacts my travel plans. According to their guarantee, https://www.kiwi.com/us/pages/guarantee, kiwi.com protects users from flight schedule changes and can offer an alternative flight or full refund if the flight is more than 48 hours away. I contacted them well in advance of my flight that is scheduled for 1/19/2020 and it took a week to get a response that the refund would not be happening. When I inquired about their kiwi guarantee, I am only offered 10EUR refund for a $100 flight. According to https://travel.state.gov/content/travel/en/traveladvisories/traveladvisories/mex...⇄ travelers are asked to reconsider travel to Nuevo Leon (where Monterrey airport is located). A 10-hour layover is not ideal and because of this warning, I would like a full refund.
On July 3, 2019, at 4 AM I ordered my trip with Kiwi travel with the amount of $1.097.99. Booking number: 62 128 363.
After I got the confirmation e-mail I discovered that I have to pay an additional fee of $200 for my suitcase. It was not clear from that site When I was making my order.
Another thing that confused me upon completion of my order. After I input my personal information including my residency and citizenship (I am a legal US resident and citizen of Russia) the Kiwi website prompted that I need a visa to Rusia.
To me, it looked unprofessional and a possible scam. I called Kiwi Travel within 8 hours of my booking with Kiwi to cancel my order. I talked to the Kiwi representative for about 15 minutes. There is a record of this conversation. My only request and my last words were to cancel the order. After that, I was sure it is canceled.
On July 25 -22 days after I thought I canceled my order I received an e-mail from KIwi stated: " It' time to start packing." Since it was so difficult to contact Kiwi travel I decided to take this trip, but my worst suspicions came true. I was not allowed to take my suitcase on this flight at all because of the miscommunication of KIwi and Norwegian Airlines. At the airport, I was speaking on the phone with Kiwi representative for more than two hours and he assured me that my expenses for this trip would be refunded.
On September 13, 2019, I was refounded $85.05 out of $1.097.99 that I paid.
Since I was open and honest with all the parties involved from the very beginning I don't see my fault in his incident and I think this refund so far is not fair.
I got redirected to Kiwi.com from Skiplagged.com to book a trip. Since Skiplagged is a well-reputed provider, I presumed Kiwi.com must be vetted and OK to use. Only after I booked my flights did Kiwi.com reveal that they don't allow you to select seats on China Southern Airlines. The confirmation said I must do that on the airline's official site. No problem, except the airline won't allow you to select seats that weren't booked directly with them. There was no way whatsoever to select the seats I needed to ensure the legroom required to avoid problems with clots I've had in my leg before. Within one hour of booking my flight on Kiwi.com, I submitted a refund request and explained the medical reasons for which I needed to be able to select specific seats. Their customer service rep said I would only get a 10 Euro refund for a $1550 USD ticket. Only then did they mention there is NO standard 24-hour grace period and that the "handling fee" for submitting a refund request was the entire $1550 cost of the ticket (minus the 10 Euros). If I had made a $5000 reservation, they would keep $4990 of it as a "handling fee". No matter the cost of the ticket, if you realize 30 seconds after paying that there is any reason at all the flight details aren't correct, they keep nearly 100% of the entire cost of the ticket as a "handling fee" and you get no refund, no flight credit...nothing. They simply steal all of your money and claim it's a "handling fee". They blamed me for not doing hours of research to read their 35 page terms and conditions (where they hide their fraudulent policies), as well as researching the terms and conditions of ALL FOUR different airlines involved in the itinerary. Their customer service rep said it's the passenger's responsibility to dig through potentially hundreds of pages of legalese from multiple airlines in multiple countries to ensure they agree with any potentially relevant policy. No passenger in airline history has every done that, especially given the fact that some airlines do not publish their terms and condition unless you are buying a ticket from them. It is essentially impossible to comply with Kiwi.com's purchasing requirements, as they absolve themselves of any and all responsibility to be transparent to the customer. Their terms and conditions even stipulate that their customer service policies will not be made public. Their steadfast position is that they are not in any way responsible for the fact that their website specifically advised me I could do something I, in fact, cannot do. It is impossible to select seats through them or through the airline in this scenario. They then hide behind the "no grace period" policy to keep every penny that comes to them. It's no wonder there are so many 1-star reviews for them online.
I booked a ticket with kiwi from Toronto to india and from LIS Lisbon Portugal to
VIE Vienna Austria. When I book the time they didn't mention any required Transit visa for Europe countries, I book the flight ticket then went to airport then Emigration guy said that if travel to India through Europe you have the Transit visa for these countries and they are not alow me to travel then I called up to Kiwi people they said its not my mistake we are not responsible if you want you can cancel the ticket. this is completely unfavorable I told them I have a medical emergency but they were not considered.
Me & my wife, we had a very terrible experience flying with LATAM lately. Earlier on 12th October, we were suppose to fly from El Calafate (Argentina) to Buenos Aires (Argentina) via LATAM Airlines (Reservation number ***, but they cancelled that flight due to bad weather, and they could not even book us into any other flight from El Calafate to Buenos Aires till 15th October that I had to finally apply for flight cancellation with LATAM and we had to book another flight with Aerolineas Argetinas for 13th October flight to Buenos Aires.
So we booked our flight tickets with kiwi.com and its been over a month that I have applied for the refund for the same which I should I have received by now, and when I contact kiwi.com for the same, they tell me that LATAM is delaying the refund and they are trying their best. So I don't know who is delaying and why its taking so long and I am getting no response form any end, just indefinite delay.
I was sold a plane ticket (three as a set) to fly from Guam to Honolulu. There were two layovers. One in Korea and another in Taiwan. Since the flight from Taiwan to Honolulu was not on a US carrier, the fkugth crew on Guam refused to let me take the flight at all due to regulations. Kiwi sold me a ticket packet that was not allowed thereforeleaving me stranded on Guam. I couldn't get ahold of them Kiwi. The hotel I booked was also then an additional fee that I couldn't get refunded due to me missing my flight.
I purchased 5 tickets through Kiwi.com. I received an email a few months before my trip letting me know that 1 of my 5 flights was cancelled because *** Airlines went out of business. I was advised to go to manage my bookings on their site to request a refund. I went to the site and requested the refund. I received an email stating that the refund of $ 235.96 had been issued. I then purchase one flight independently ($376.30 dls) using the refund in part. As my trip got closer I received email from Kiwi notifying me of my upcoming trip. They provided me with my flight itinerary and 2 of my boarding passes.
The Thursday before departing flight on Friday I attempted to check-in to my flight on *** airlines. The airline website said they could not process my request so I called the airline. I soon discovered that my flight from SFO to London had been cancelled. I called Kiwi to see if they could resolve the issue. The Kiwi representative relayed all 4 of my remaining flights had been cancelled. I asked how that was possible, that I had the boarding passes. They relayed that all the flights were cancelled when I went to their site to manage my booking several months back. They also relayed that the 4 remaining flights were non-refundable so they were all cancelled without any kind of compensation. I told them I followed the instructions as advised in the email, and I never received any kind of notification of the other flights being cancelled.
I had to re-book the 4 remaining flights the day of the trip. I spent $2035.57 re-booking my flights. The original cost of my flights through Kiwi was 1096.58. This means I spent a difference of 938.99 re-booking my flights the day of my trip. If you include the additional amount I spend re-booking my flight after *** went out of business I spent $1079.33 because the Kiwi's services were not provided. They relayed that there was nothing they could do on the phone. The Kiwi representative also relayed that they did not have process to file a claim.
I submitted a request for cancellation in 24 hours after booking flight. I paid 22.00 for the company to assist with my cancellation. Today I received a email saying I would get 17.49 of 602 dollars back. I was told 2 flight was not refundable. I feel if they was not refundable I should have been notified to give the option to keep the flight or the flight shouldn’t been cancelled since I paid for the seat that was not refundable.
The kiwi guarantee is falsely advertised. A flight was canceled by one of the airlines. I called kiwi and they wanted me to call the airline directly which I did. The airline would not give me any information because the flight was booked through kiwi and they told me to call the travel agency so that they could resolve the problem with the airline.
Kiwi offered options that were 50% more expensive than the total of the original booking. For options that were not my fault kiwi said they sent a notification out about the canceled flight which is not true. That notification was NOT received by email or phone.
The last email was dated 10/13/19 saying to pack your bags.
Kiwi was advertised as the lowest cost flight at around $37 bucks. After their made up fees it came out to $48 which was more than directly through the flight company. I received no confirmation to complete my purchase. I was unable to review the date and cost on a confirmation page and just expected to pay whatever they told me was right. I immediately reached out to kiwi and they just straight copy and pasted their rules. They said I could rebook through them but it the costs were much higher around $80 bucks more and they would only refund $15 of my $48. It is completely criminal that they pay to be the top spot of google flights. They have zero customer service and horrible communication. The fact that they have all these one star reviews and scam on the daily makes me feel even worse for giving them $48 dollars. This company is nothing but a bunch of crooks who don't deliver and don't care to help. They don't treat their customers like the are human and have no respect for you as person who can easily make a mistake with two clicks. They should be shut down.
I booked a ticket through Kiwi.com several months ago. It had four connecting flights from Seattle to Cusco Peru. When I went to change my flight date 8 days ago I had a hard time getting a phone number. So I emailed them. After several emails, one in which only had a partial phone number to contact them I was able to put in a request for a change on my flight date. It took 3 days to get back to me on the change request and in the email it stated I had to buy a whole new ticket to make the change. I finally found a phone number to reach them and asked why I had to buy a whole new ticket first? The representative told me over the phone that "when you change a flight its like buying a new ticket" I told him I'm not buying a new ticket unless my first ticket is refunded and asked to speak to a manager. He told me a manager was unavailable and that he would have "Rufus" call me back within the next 20 minutes. He never called me back. The next evening I was finally able to get in touch with a manager who proceeded to tell me I "do not qualify for insurance because" I'm "a US citizen." But I had requested insurance and was never informed that I do not qualify. Why did it take 8 days to tell me this after several pitches on purchasing other flights. It then took her 24 hours to tell me that my tickets were not changeable and not refundable. This is now only 24 hours before my flight. I always travel with travel insurance because I change my plans often. Also when they sent my flight adjustment, attempting to sell me another ticket, they sent them in the middle of the night two separate times telling me I only had a four hour window to buy the tickets for my ticket "change." I could not believe what I was dealing with. It definitely felt like a con the whole time. days of deceit and manipulation and now I'm out a flight to Cusco.
Kiwi guarantee is worthless. I purchased two round trip tickets to Paris, FR. XL airways was the carrier of the flight I was to take back from Paris to new york, with a connecting American Airlines flight back to Charlotte. XL Airways was liquidated while I was in France, and Kiwi support notified me the day before my flight was supposed to take off. Aside from the fact that Kiwi support was worthless, their 'guarantee' conveniently does not cover carrier liquidation. Although this is understandable, I was now unable to make my original flight date, but I was fortunate enough to receive a rescue fare directly from Level Airways, again no thanks to Kiwi. However, my connecting flight from New York to Charlotte should still have been covered by the guarantee, and I was now no longer able to make this flight because of their 'guarantee's' exception. Kiwi offered no support in either matter nor any refund for the flights that were missed because of this incident.
I booked a ticket with kiwi from Tel Aviv to Paris and from Paris to NY. When I arrived in Paris, I was told that the airlines had closed down the day before, and that The airlines no longer exists. When I called kiwi, they told me that this is not a problem and that they will not be providing me with the refund and that they couldn’t even help me figure out a new way to get home . I was stuck in France extremely broke with no money for even a hotel. I was forced to beg for money to be able to buy a new ticket home that was double what I paid for my First ticket. I had to sleep at the airport and when I got to New York I had already missed my connecting flight to Ohio causing me to wait 12 hours in New York commuting from another airport causing me to buy a new ticket with two layovers. I arrived two days later than my original day. I miss the wedding that I went home for. And I have been refused any kind of refunds.
We have purchased a trip in Kiwi.com , an online travel booking agency, and there was a double booking that led to a situation in which we feel damaged as a client.
While booking a trip, Kiwi's system noticed us that our previous payment method (credit card) had been refused, and therefore we attempted to make the purchase via ***. Later we realized that Kiwi had charged our credit card as well, even though the system clearly indicated that this method had been rejected.
We received a notification email (screenshot is attached to this email) stating that there had been a double booking and that the money would be refunded via the chosen payment method within 24 hours, unless we chose another refund alternative.
Although we did not intend to use any credit to purchase further trips, and would have liked to have been reimbursed via transfer to our bank account (original payment method), Kiwi's team insisted that we had already been refunded through online credits, and that we should just be satisfied in using those credits to book another trip.
Considering this was not our option and that the double booking happened due to what we perceive to have been a failure in their payment gateway, we asked for the credits to be converted back and withdrawn via our initial payment method, yet, the team refused to acquiesce.
We would therefore like to present a formal complaint against the company and would kindly ask if you could investigate into Kiwi's sales system.
I flew to Albania to see my father who was diagnosed with stage 4 liver cancer on August 17th. I did not have a return ticket and I purchased one thru Kiwi’s website to return back on September 14th. Few hours before our flight I was not sure if I would be able to make it to the flight due to my fathers worsened conditions so I ended up purchasing another ticket again thru Kiwi’s website to leave on September 21st. Thank God my father started feeling better and insisted that I go and not miss anymore time at work.
I flew back on the 14th and since the moment I decided to leave I tried to contact Kiwi in order to cancel the second flight I had booked within 24 hours, they did not have a phone number anywhere so I sent a request to cancel my booking thru “Manage my booking”.
I called Alitalia today and they said the ticket has been removed and they can’t help me but provided with a phone number I can call Kiwi.
I spoke to someone for 10 seconds for them to just say you will only get half your money back and hung up without asking for a booking number or any sort of information. The number now rings once and then sounds busy which makes me think they have blocked my phone number, I did what I thought was legally right and request to cancel my flight within 24hours. They are most definitely a scam as they try not to help out a customer and rip off as much as they can. I will be trying again to see if I can get a hold of someone as I can’t have $1475 go to waste when I can send that money to my sick father and help him out.
Thank you!
Kiwi (scam) Response
• Sep 16, 2019
This is not our customer. Please do not confuse us with Kiwi.com. This Kiwi.Com can be reached at 202 844-4159.
Please review your itinerary and see it is Kiwi.com not Kiwitravel.com
I purchased two airlines tickets from kiwi.com for travel in turkey for October 2019. (Ref booking #***). From Dalaman airport to Kayseri and then from Kayseri to Istanbul. I got an alert a few days later that one of my flights have been rescheduled and I need to book again through them. I talked to a customer service agent and he said they would provide me alternative flights . The alternatives they provided do not work for me (flight duration for 10 hours vs 3 hours original) which also included a fee. When I asked them to cancel they said it would be a voluntary cancellation , and offered me only $14 refund. Or if I had to wait for an investigation they can only provide me kiwi com credits.
Kiwi sent me a notification about a change in my departure time for an upcoming flight. I was given this update on Aug 21, 2019 for a flight on Sep 8, 2019. The flight was moved 3 hours earlier than the original reservation. I was asked to acknowledge this change, which I did, and I rearranged my plans to accommodate the change. Kiwi typically checks in their customers. On Sep 7, I noticed Kiwi still did not check me in, so I called customer service 12 hours before my flight. The rep could not successfully check me in, and recommended I check in early at the airport (arrive 3 hours prior to departure). When I arrive at the airport, the airport was unaware of an itinerary change to an earlier time. The boarding pass that was printed was for the original time. The clerk at the ticket counter did not fully understand my issue, and insisted that my departure was for 2:45pm, and not 11am. After an hour long phone conversation with the Kiwi rep, he was simultaneously assisting me and talking to Viva Air using a chat. The Kiwi rep insisted that all I needed to do was show them my passport and state the flight time of 11am. It obviously did not work, as I'm in no position to let the ticket clerk know which flight I'm on when the official documentation says otherwise. I went to the Viva Air customer service desk and Viva Air assured me an earlier flight did not exist and that Kiwi made a mistake as they are not the official provider. This definitely put a wrench in my plans -- I had to arrive at the airport significantly earlier than intended because Kiwi advised to arrive 3 hours prior to the 11am departure. After an hour of trying to figure out why I can't get on the 11am flight only to find out that it does not exist, I ended up needing to stay at the airport an additional 6 more hours that could have been spent with family and friends. Kiwi should not be informing users of false information, and should fact check themselves before advising customers are changes like this.
I booked my flight from Peurto Vallarta Mexico to Oakland through Kiwi.com. They had me going through Guadalajara airport from Puerto Vallarta with 1 hour and 36 min to spare for an international flight. That meant getting off the plane and having to check in. Their website would not let me check in on line. I had not checked my bag so I ran to the ticket counter to check in. There were about 50 people waiting to check in. By now I was under an hour to catch my flight. I pushed my way to the front of the line, got yelled at and begged to get on the flight to Oakland and I was told the flight was closed. I spent the next 5 hours trying to get a flight home. There was only 1 airline that flew to the US and I was told the next flight was 1/11. It was the 5th of jan. I finally got someone to work with me, got a flight to Denver then home. Took over 30 hours and $1100 extra. The origional flight cost was $650. With loss of wages and hotel and cab etc it was a $2500 loss. The Kiwi.com guarantee only gave me back $500 despite the receipts etc. It was clearly their fault that they booked it so poorly and I do not suggest dealing with them. Although they are "scripted nice" they don't know what they are doing and many don't speak clear English. I called every day for 7 days straight.
I booked on a flight from VXE to SID advertised on Kiwi's website, which was then confirmed via email. After receiving the confirmation, I went on to book the rest of my trip (from SID to MXP and then on to RUH). It was an expensive, and difficult flight path, but it was the best option I had to get back home to RUH.
The next day I received another email confirmation, however then shortly after I received an email saying "Possible trip alternatives", but in that email it still says in bright green letters that my trip is confirmed. Then I received another email saying that my booking failed and that they would need to put me on another flight, however the flight alternative they included in the email was for the exact same flight. These emails all come through at 2AM my time. By the time I woke up, I had a third email from Kiwi saying that my flight was confirmed and that I should prepare "to pack my bags" and that my trip was still confirmed. The next day, I awoke to an email saying that Kiwi had cancelled my flight and would refund me for it. This completely ruined the rest of my travel itinerary, as I needed to get to SID to catch my connecting flights to MXP and then to RUH. Kiwi said that it had an alternative flight for me, but it was actually the exact same flight from VXE to SID that was supposedly fully booked. Even on Kiwi's website this booking continued to be falsely advertised for days afterwards, even though it was no longer available.
At this point I promptly called Kiwi's customer service - at my own expense because Kiwi apparently does not have a toll free number. I literally spent the entire day speaking to no less than 5 Kiwi representatives, even a manager named "***", and was not helped at any point during the process. Kiwi told me that they needed 48 hours to forward my issue to 'specialists' who would try to get me on another flight or find another solution. I told them I could not wait 48 hours because tickets were selling out and I needed prompt resolution to the problem, which was completely Kiwi's fault to begin with. Finally, I called 24 hours later and asked if my issue had been responded to and found out that the 'specialists' had already looked into my issue and found no solution - but Kiwi failed to call or email me to tell me this. I probably accumulated 75 dollars in long distance cell phone fees during this meaninglessly long process.
I was then emailed and told that there was nothing Kiwi could do.
Here were roughly the sequence of events:
- I book a flight with Kiwi and receive multiple confirmation emails.
- I receive an email that my flight will need to be changed, but the alternative flight offered was the same one I was on and an email hours later confirmed that my flight was still okay.
- Kiwi then tries to give me an alternative that does not actually exist
- Kiwi forces me to call them and accumulate 75+ dollars in long-distance cell phone fees
- Kiwi tells me that it will take 48 hours for them to find a resolution to my issue
- Kiwi finds no resolution and fails to email me this update as they promised multiple times to do
- Kiwi makes no offer to compensate me for the 600 dollars in damages I have incurred because of Kiwi's own mistake in messing up my first booking.
Kiwi does not stand my what it advertises. Very poor, uncooperative customer service. Confusing and conflicting communications.
Dear All,
I've booked a ticket with Kiwi.com from Tunis Carthage to Krakow, Poland with a transit of 1,5 hours in Nice, France for the 1st of January at 6 pm.
I got surprised when I got to the airport while trying to check-in ly luggage that no luggage is confirmed with the airline nouvelair
and obviously with the second airline wizzair.
I've been arguing with nouvelair customer service because I had a printed confirmation from kiwi with the added luggage of 20 kg and can not travel without it since the second day is my first day in my new job in Krakow, Poland also calling kiwi customer service several times in order to find a solution without success and boarding has been closed and missed my flight.
The funny resolution of Kiwi customer service comes via email after 30 min from the boarding closed and I missed my flight they acknowledge that they failed to add my luggage in both flights Tunis-Nice and Nice-Krakow and asked me to pay the requested amount at the airline 150 Eur and still don't know how much will be for the second flight either if they will accept any luggage to be added ???? but anyway it was too late even if I wanted to do so.
By calling their customer service several times because they hang up on me many times and then they called me and offered me an alternative flight Tunis - Rome- Krakow on the 2nd of January at 9:15 am or a partial refund of 237 euros. I did accept the flight proposed but I doubt that I might have the same issue once again also by going through flight details I've realized that there were more than 4 hours of transit in Rome compared to my first flight 1,5 hours and that I should be at the airport at 7 am so I should start from home from 5 am from my place since I am located far from the airport around 2 hours and no transportation facilities are available on this time.
I did call kiwi customer service right away again after checking the trip details and before receiving any confirmation of ticket or E-ticket to let them cancel the flight and informed them about all those information in order to request the refund proposed previously of 237 euros and informed them of the inconvenience and that I am not in a position to take that flight and to keep my choice of refund.
Today morning I received an email from Kiwi.com informing me that since I accepted the alternative flight the refund of 237 Euros is no longer available and that any possible refund is subject of an investigation and they can not guaranty anything for now forgetting that I missed my flight because of them and might lose my job because of their unprofessional services.
Purchased a ticket through kiwi.com for travel between Los Angeles International Airport to Cancun. Originally, I had a layover in Monterrey of 2.5 hours. After I purchased the ticket, I was notified my layover was increased to 10hrs 35min. I requested a refund as that impacts my travel plans. According to their guarantee, https://www.kiwi.com/us/pages/guarantee, kiwi.com protects users from flight schedule changes and can offer an alternative flight or full refund if the flight is more than 48 hours away. I contacted them well in advance of my flight that is scheduled for 1/19/2020 and it took a week to get a response that the refund would not be happening. When I inquired about their kiwi guarantee, I am only offered 10EUR refund for a $100 flight. According to https://travel.state.gov/content/travel/en/traveladvisories/traveladvisories/mex...⇄ travelers are asked to reconsider travel to Nuevo Leon (where Monterrey airport is located). A 10-hour layover is not ideal and because of this warning, I would like a full refund.
On July 3, 2019, at 4 AM I ordered my trip with Kiwi travel with the amount of $1.097.99. Booking number: 62 128 363.
After I got the confirmation e-mail I discovered that I have to pay an additional fee of $200 for my suitcase. It was not clear from that site When I was making my order.
Another thing that confused me upon completion of my order. After I input my personal information including my residency and citizenship (I am a legal US resident and citizen of Russia) the Kiwi website prompted that I need a visa to Rusia.
To me, it looked unprofessional and a possible scam. I called Kiwi Travel within 8 hours of my booking with Kiwi to cancel my order. I talked to the Kiwi representative for about 15 minutes. There is a record of this conversation. My only request and my last words were to cancel the order. After that, I was sure it is canceled.
On July 25 -22 days after I thought I canceled my order I received an e-mail from KIwi stated: " It' time to start packing." Since it was so difficult to contact Kiwi travel I decided to take this trip, but my worst suspicions came true. I was not allowed to take my suitcase on this flight at all because of the miscommunication of KIwi and Norwegian Airlines. At the airport, I was speaking on the phone with Kiwi representative for more than two hours and he assured me that my expenses for this trip would be refunded.
On September 13, 2019, I was refounded $85.05 out of $1.097.99 that I paid.
Since I was open and honest with all the parties involved from the very beginning I don't see my fault in his incident and I think this refund so far is not fair.
I got redirected to Kiwi.com from Skiplagged.com to book a trip. Since Skiplagged is a well-reputed provider, I presumed Kiwi.com must be vetted and OK to use. Only after I booked my flights did Kiwi.com reveal that they don't allow you to select seats on China Southern Airlines. The confirmation said I must do that on the airline's official site. No problem, except the airline won't allow you to select seats that weren't booked directly with them. There was no way whatsoever to select the seats I needed to ensure the legroom required to avoid problems with clots I've had in my leg before. Within one hour of booking my flight on Kiwi.com, I submitted a refund request and explained the medical reasons for which I needed to be able to select specific seats. Their customer service rep said I would only get a 10 Euro refund for a $1550 USD ticket. Only then did they mention there is NO standard 24-hour grace period and that the "handling fee" for submitting a refund request was the entire $1550 cost of the ticket (minus the 10 Euros). If I had made a $5000 reservation, they would keep $4990 of it as a "handling fee". No matter the cost of the ticket, if you realize 30 seconds after paying that there is any reason at all the flight details aren't correct, they keep nearly 100% of the entire cost of the ticket as a "handling fee" and you get no refund, no flight credit...nothing. They simply steal all of your money and claim it's a "handling fee". They blamed me for not doing hours of research to read their 35 page terms and conditions (where they hide their fraudulent policies), as well as researching the terms and conditions of ALL FOUR different airlines involved in the itinerary. Their customer service rep said it's the passenger's responsibility to dig through potentially hundreds of pages of legalese from multiple airlines in multiple countries to ensure they agree with any potentially relevant policy. No passenger in airline history has every done that, especially given the fact that some airlines do not publish their terms and condition unless you are buying a ticket from them. It is essentially impossible to comply with Kiwi.com's purchasing requirements, as they absolve themselves of any and all responsibility to be transparent to the customer. Their terms and conditions even stipulate that their customer service policies will not be made public. Their steadfast position is that they are not in any way responsible for the fact that their website specifically advised me I could do something I, in fact, cannot do. It is impossible to select seats through them or through the airline in this scenario. They then hide behind the "no grace period" policy to keep every penny that comes to them. It's no wonder there are so many 1-star reviews for them online.
I booked a ticket with kiwi from Toronto to india and from LIS Lisbon Portugal to
VIE Vienna Austria. When I book the time they didn't mention any required Transit visa for Europe countries, I book the flight ticket then went to airport then Emigration guy said that if travel to India through Europe you have the Transit visa for these countries and they are not alow me to travel then I called up to Kiwi people they said its not my mistake we are not responsible if you want you can cancel the ticket. this is completely unfavorable I told them I have a medical emergency but they were not considered.
Me & my wife, we had a very terrible experience flying with LATAM lately. Earlier on 12th October, we were suppose to fly from El Calafate (Argentina) to Buenos Aires (Argentina) via LATAM Airlines (Reservation number ***, but they cancelled that flight due to bad weather, and they could not even book us into any other flight from El Calafate to Buenos Aires till 15th October that I had to finally apply for flight cancellation with LATAM and we had to book another flight with Aerolineas Argetinas for 13th October flight to Buenos Aires.
So we booked our flight tickets with kiwi.com and its been over a month that I have applied for the refund for the same which I should I have received by now, and when I contact kiwi.com for the same, they tell me that LATAM is delaying the refund and they are trying their best. So I don't know who is delaying and why its taking so long and I am getting no response form any end, just indefinite delay.
I was sold a plane ticket (three as a set) to fly from Guam to Honolulu. There were two layovers. One in Korea and another in Taiwan. Since the flight from Taiwan to Honolulu was not on a US carrier, the fkugth crew on Guam refused to let me take the flight at all due to regulations. Kiwi sold me a ticket packet that was not allowed thereforeleaving me stranded on Guam. I couldn't get ahold of them Kiwi. The hotel I booked was also then an additional fee that I couldn't get refunded due to me missing my flight.
I purchased 5 tickets through Kiwi.com. I received an email a few months before my trip letting me know that 1 of my 5 flights was cancelled because *** Airlines went out of business. I was advised to go to manage my bookings on their site to request a refund. I went to the site and requested the refund. I received an email stating that the refund of $ 235.96 had been issued. I then purchase one flight independently ($376.30 dls) using the refund in part. As my trip got closer I received email from Kiwi notifying me of my upcoming trip. They provided me with my flight itinerary and 2 of my boarding passes.
The Thursday before departing flight on Friday I attempted to check-in to my flight on *** airlines. The airline website said they could not process my request so I called the airline. I soon discovered that my flight from SFO to London had been cancelled. I called Kiwi to see if they could resolve the issue. The Kiwi representative relayed all 4 of my remaining flights had been cancelled. I asked how that was possible, that I had the boarding passes. They relayed that all the flights were cancelled when I went to their site to manage my booking several months back. They also relayed that the 4 remaining flights were non-refundable so they were all cancelled without any kind of compensation. I told them I followed the instructions as advised in the email, and I never received any kind of notification of the other flights being cancelled.
I had to re-book the 4 remaining flights the day of the trip. I spent $2035.57 re-booking my flights. The original cost of my flights through Kiwi was 1096.58. This means I spent a difference of 938.99 re-booking my flights the day of my trip. If you include the additional amount I spend re-booking my flight after *** went out of business I spent $1079.33 because the Kiwi's services were not provided. They relayed that there was nothing they could do on the phone. The Kiwi representative also relayed that they did not have process to file a claim.
I submitted a request for cancellation in 24 hours after booking flight. I paid 22.00 for the company to assist with my cancellation. Today I received a email saying I would get 17.49 of 602 dollars back. I was told 2 flight was not refundable. I feel if they was not refundable I should have been notified to give the option to keep the flight or the flight shouldn’t been cancelled since I paid for the seat that was not refundable.
The kiwi guarantee is falsely advertised. A flight was canceled by one of the airlines. I called kiwi and they wanted me to call the airline directly which I did. The airline would not give me any information because the flight was booked through kiwi and they told me to call the travel agency so that they could resolve the problem with the airline.
Kiwi offered options that were 50% more expensive than the total of the original booking. For options that were not my fault kiwi said they sent a notification out about the canceled flight which is not true. That notification was NOT received by email or phone.
The last email was dated 10/13/19 saying to pack your bags.
Kiwi.com booking number:
Kiwi was advertised as the lowest cost flight at around $37 bucks. After their made up fees it came out to $48 which was more than directly through the flight company. I received no confirmation to complete my purchase. I was unable to review the date and cost on a confirmation page and just expected to pay whatever they told me was right. I immediately reached out to kiwi and they just straight copy and pasted their rules. They said I could rebook through them but it the costs were much higher around $80 bucks more and they would only refund $15 of my $48. It is completely criminal that they pay to be the top spot of google flights. They have zero customer service and horrible communication. The fact that they have all these one star reviews and scam on the daily makes me feel even worse for giving them $48 dollars. This company is nothing but a bunch of crooks who don't deliver and don't care to help. They don't treat their customers like the are human and have no respect for you as person who can easily make a mistake with two clicks. They should be shut down.
I booked a ticket through Kiwi.com several months ago. It had four connecting flights from Seattle to Cusco Peru. When I went to change my flight date 8 days ago I had a hard time getting a phone number. So I emailed them. After several emails, one in which only had a partial phone number to contact them I was able to put in a request for a change on my flight date. It took 3 days to get back to me on the change request and in the email it stated I had to buy a whole new ticket to make the change. I finally found a phone number to reach them and asked why I had to buy a whole new ticket first? The representative told me over the phone that "when you change a flight its like buying a new ticket" I told him I'm not buying a new ticket unless my first ticket is refunded and asked to speak to a manager. He told me a manager was unavailable and that he would have "Rufus" call me back within the next 20 minutes. He never called me back. The next evening I was finally able to get in touch with a manager who proceeded to tell me I "do not qualify for insurance because" I'm "a US citizen." But I had requested insurance and was never informed that I do not qualify. Why did it take 8 days to tell me this after several pitches on purchasing other flights. It then took her 24 hours to tell me that my tickets were not changeable and not refundable. This is now only 24 hours before my flight. I always travel with travel insurance because I change my plans often. Also when they sent my flight adjustment, attempting to sell me another ticket, they sent them in the middle of the night two separate times telling me I only had a four hour window to buy the tickets for my ticket "change." I could not believe what I was dealing with. It definitely felt like a con the whole time. days of deceit and manipulation and now I'm out a flight to Cusco.
Kiwi guarantee is worthless. I purchased two round trip tickets to Paris, FR. XL airways was the carrier of the flight I was to take back from Paris to new york, with a connecting American Airlines flight back to Charlotte. XL Airways was liquidated while I was in France, and Kiwi support notified me the day before my flight was supposed to take off. Aside from the fact that Kiwi support was worthless, their 'guarantee' conveniently does not cover carrier liquidation. Although this is understandable, I was now unable to make my original flight date, but I was fortunate enough to receive a rescue fare directly from Level Airways, again no thanks to Kiwi. However, my connecting flight from New York to Charlotte should still have been covered by the guarantee, and I was now no longer able to make this flight because of their 'guarantee's' exception. Kiwi offered no support in either matter nor any refund for the flights that were missed because of this incident.
I booked a ticket with kiwi from Tel Aviv to Paris and from Paris to NY. When I arrived in Paris, I was told that the airlines had closed down the day before, and that The airlines no longer exists. When I called kiwi, they told me that this is not a problem and that they will not be providing me with the refund and that they couldn’t even help me figure out a new way to get home . I was stuck in France extremely broke with no money for even a hotel. I was forced to beg for money to be able to buy a new ticket home that was double what I paid for my First ticket. I had to sleep at the airport and when I got to New York I had already missed my connecting flight to Ohio causing me to wait 12 hours in New York commuting from another airport causing me to buy a new ticket with two layovers. I arrived two days later than my original day. I miss the wedding that I went home for. And I have been refused any kind of refunds.
Dear sir/madam,
We have purchased a trip in Kiwi.com , an online travel booking agency, and there was a double booking that led to a situation in which we feel damaged as a client.
While booking a trip, Kiwi's system noticed us that our previous payment method (credit card) had been refused, and therefore we attempted to make the purchase via ***. Later we realized that Kiwi had charged our credit card as well, even though the system clearly indicated that this method had been rejected.
We received a notification email (screenshot is attached to this email) stating that there had been a double booking and that the money would be refunded via the chosen payment method within 24 hours, unless we chose another refund alternative.
Although we did not intend to use any credit to purchase further trips, and would have liked to have been reimbursed via transfer to our bank account (original payment method), Kiwi's team insisted that we had already been refunded through online credits, and that we should just be satisfied in using those credits to book another trip.
Considering this was not our option and that the double booking happened due to what we perceive to have been a failure in their payment gateway, we asked for the credits to be converted back and withdrawn via our initial payment method, yet, the team refused to acquiesce.
We would therefore like to present a formal complaint against the company and would kindly ask if you could investigate into Kiwi's sales system.
Thank you for your kind attention
Good afternoon,
I flew to Albania to see my father who was diagnosed with stage 4 liver cancer on August 17th. I did not have a return ticket and I purchased one thru Kiwi’s website to return back on September 14th. Few hours before our flight I was not sure if I would be able to make it to the flight due to my fathers worsened conditions so I ended up purchasing another ticket again thru Kiwi’s website to leave on September 21st. Thank God my father started feeling better and insisted that I go and not miss anymore time at work.
I flew back on the 14th and since the moment I decided to leave I tried to contact Kiwi in order to cancel the second flight I had booked within 24 hours, they did not have a phone number anywhere so I sent a request to cancel my booking thru “Manage my booking”.
I called Alitalia today and they said the ticket has been removed and they can’t help me but provided with a phone number I can call Kiwi.
I spoke to someone for 10 seconds for them to just say you will only get half your money back and hung up without asking for a booking number or any sort of information. The number now rings once and then sounds busy which makes me think they have blocked my phone number, I did what I thought was legally right and request to cancel my flight within 24hours. They are most definitely a scam as they try not to help out a customer and rip off as much as they can. I will be trying again to see if I can get a hold of someone as I can’t have $1475 go to waste when I can send that money to my sick father and help him out.
Thank you!
This is not our customer. Please do not confuse us with Kiwi.com. This Kiwi.Com can be reached at 202 844-4159.
Please review your itinerary and see it is Kiwi.com not Kiwitravel.com
I purchased two airlines tickets from kiwi.com for travel in turkey for October 2019. (Ref booking #***). From Dalaman airport to Kayseri and then from Kayseri to Istanbul. I got an alert a few days later that one of my flights have been rescheduled and I need to book again through them. I talked to a customer service agent and he said they would provide me alternative flights . The alternatives they provided do not work for me (flight duration for 10 hours vs 3 hours original) which also included a fee. When I asked them to cancel they said it would be a voluntary cancellation , and offered me only $14 refund. Or if I had to wait for an investigation they can only provide me kiwi com credits.
Kiwi sent me a notification about a change in my departure time for an upcoming flight. I was given this update on Aug 21, 2019 for a flight on Sep 8, 2019. The flight was moved 3 hours earlier than the original reservation. I was asked to acknowledge this change, which I did, and I rearranged my plans to accommodate the change. Kiwi typically checks in their customers. On Sep 7, I noticed Kiwi still did not check me in, so I called customer service 12 hours before my flight. The rep could not successfully check me in, and recommended I check in early at the airport (arrive 3 hours prior to departure). When I arrive at the airport, the airport was unaware of an itinerary change to an earlier time. The boarding pass that was printed was for the original time. The clerk at the ticket counter did not fully understand my issue, and insisted that my departure was for 2:45pm, and not 11am. After an hour long phone conversation with the Kiwi rep, he was simultaneously assisting me and talking to Viva Air using a chat. The Kiwi rep insisted that all I needed to do was show them my passport and state the flight time of 11am. It obviously did not work, as I'm in no position to let the ticket clerk know which flight I'm on when the official documentation says otherwise. I went to the Viva Air customer service desk and Viva Air assured me an earlier flight did not exist and that Kiwi made a mistake as they are not the official provider. This definitely put a wrench in my plans -- I had to arrive at the airport significantly earlier than intended because Kiwi advised to arrive 3 hours prior to the 11am departure. After an hour of trying to figure out why I can't get on the 11am flight only to find out that it does not exist, I ended up needing to stay at the airport an additional 6 more hours that could have been spent with family and friends. Kiwi should not be informing users of false information, and should fact check themselves before advising customers are changes like this.