US law requires the airlines/agencies refund fully the tickets within 24 hrs cancellation. I am a US based customer and this rule is rooted in my daily operation.
Unfortunatelly I purchased an International ticket at DC, which is from Tokyo to Shanghai, and costs $936. Three options are offered for purchase, the basic one even doesnt offer any refund even you cancel the ticket within 24 hrs. Then they ask you to "click" a bunch of buttons to confirm. I am a senior and have a dry eye problem, and hard to read pop up windows carefully. I cancelled the ticket within 1 hr, and they only refunded me $10. Only one click, and I lost $926 within one hour.
This company is Internet based, and the customer reps are all over the world. They dont know US ways to handle the business. I try to reach out to the managers to negotiate a better way to resolve this matter as this is a big loss in my side. I've been calling for many many times, and the customer reps told me to go ahead to post complaints in the web site. How low are people in Kiwi.com!
This company is insane, almost like robbery. They set many things in the web site to trick the consumers to pay big bucks for their minor errors. They are so disgraceful so hungary!
Our flight was delayed which meant we would miss our connection. The kiwi.com guarantee states that they would have us covered every step of the way. We fit all of the criteria for the guarantee, but they refused to honor it. Customer service took over 30 minutes to get through each time we called and then they said we would need to use their online portal. The portal only offered us flights over 24 hours later which meant we would need to purchase a hotel room at our own expense. Plenty of other flights were available, but Kiwi left us hanging. Multiple times we were told a manager would call us back and nobody ever called back. We started the process a good 5 hours before things became critical and we would not have been able to make any flights out that day. Every step of the way kiwi.com brushed us off and provided no solution. As a result, my brother and I then needed to purchase a flight for $1000 each to get home. Not only that, but Kiwi then refused to refund us for the flight that was missed due to the delays because they said they offered us an equitable solution and we refused. The solution was not equitable and did not follow their guarantee guidelines which are clearly outlined on their website. We got absolutely screwed big time here and have no recourse whatsoever.
Attached below are actual email exchanges for proof:
Hello Robert, This is Asad! Your case manager from the Customer Satisfaction Specialist Team of Kiwi.com. I was assigned to your recent booking and wanted to discuss solutions regarding your experience. I have thoroughly reviewed your reservation details and I realize that you have gone through a challenging experience. I can imagine how frustrating it must be when travel plans do not go as expected. Schedule alterations are done by the airline and as a travel brokerage agency, we do not have any control over them. The flight from GPS -> to GYE was delayed and as a result, you missed all the connecting flights. In case of such voluntary schedule changes, we can provide paid alternatives as well as a refund option. I understand that you did not find the alternatives suitable however, they are offered considering the original itinerary. This reservation has Old Guarantee where in exceptional cases, the free alternatives are offered by our automat system. When you shared your alternate flight preference, the assisted refund option was already selected. We did reach out to the airline for a refund. As the flight GPS -> GYE was already used and as it was under a different PNR than the other connecting flight, it was nonrefundable. Furthermore, the connecting flights were operating as per the schedule and they did not undergo any changes. Hence the refund was rejected by the airline as it is considered voluntary cancellation according to the airline policy. This is not the experience we want you to have however, situations like these last-minute schedule changes are beyond our control. We value you as our customer and your business means a lot to us so I would like to offer 100 EUR in the form of Kiwi.com credits. The credits are valid for 2 years and you can use them to book another flight with us. Please let me know if you accept this so I can transfer the credits to your account. If you have any other queries, please feel free to ask, I would be happy to assist you. I genuinely hope your subsequent experience with us is a pleasant one. Thanks & Regards, Asad S, Customer Satisfaction Specialist, Kiwi.com ___________________________________________________________________ The information contained in this email (including any attachments) is privileged and confidential. The content is intended only for the use of the individual or entity named above. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify me immediately by telephone or email, and delete this message from your systems. 6/7/23, 11:48 AM Gmail - Customer_Satisfaction_Team_Kiwi.com_Booking_309463528 https://mail.google.com/mail/u/0/?ik=8fbae3e18d&view=pt&search=all&permthid=thread-f:1766500961563339583&simpl=msg-f:1766500961563339583&simpl=msg-a:r6784490746491187723&simpl=…
2/4 Bob ---- Fri, May 26, 2023 at 2:28 PM To: [email protected] Hi Asad, Thank you very much for reaching out. I have to say that your message and offer still does nothing for me. The flight was delayed from GPS -> GYE. I knew this in advance and contacted your customer service team while still in GPS asking for proactive options. They told me i needed to wait to arrive in GYE and miss my connection before giving me options. When we arrived in GYE for connecting flights, the only alternative options were 24 hours later departure, which would have required i not only pay and stay in a hotel room in GYE, but also arrive 24 hours later in my home airport. I found an alternative flight myself that would get me to arrive in my home area within 2 hours of what was originally planned, i called KIWI customer service again and asked them to give me this flight option. They said they would email me back within 1 hour. After more than 3 hours of waiting, my brother and i had to pay over $800 per person ($1600 total) for a one way tickets back ourselves because Kiwi didn't do anything nor respond. The best i had hoped was to get a substantial refund from Kiwi because of the situation and your email is offering $100 in Kiwi credit (which means i would have to use and pay more to Kiwi just to get access to it). I am sorry, but this is completely unacceptable in my view. Please review the above situation and provide a better customer experience. Thanks, Bob ---- [Quoted text hidden]
Hello Robert, I have checked the interaction in which you shared the alternate flight preference and I can see why you felt the options were not good enough due to the long layover. However, when you called on the 28th of March to provide alternatives according to your convenience, our agent passed the preferences to the relevant team. We were searching for the flights and meanwhile, the assisted refund option was selected on the same day 28th of March. Due to this reason, you did not receive the alternate flight option. I get your point that you are looking for a monetary refund of a higher amount however the Kiwi.com credits are useful as well. They are valid for 2 years and you can use them to book another flight with us. I genuinely hope your subsequent experience with us is a better one and you will have my extended support for your future bookings. Please let me know if you accept the credits so I can transfer them to your account. [Quoted text hidden]
Bob ---- Thu, Jun 1, 2023 at 10:04 AM To: [email protected] Hi Asad, Thanks again for your reply, but no i do not accept the credits. I feel what you are offering is not sufficient to mitigate my very bad customer experience, nor the extra out of pocket money i needed to put out to get home. I tried working with your teams proactively, but as you can see from the whole case, i still was not given reasonable options nor appropriate compensation when things went wrong. 6/7/23, 11:48 AM Gmail - Customer_Satisfaction_Team_Kiwi.com_Booking_309463528 https://mail.google.com/mail/u/0/?ik=8fbae3e18d&view=pt&search=all&permthid=thread-f:1766500961563339583&simpl=msg-f:1766500961563339583&simpl=msg-a:r6784490746491187723&simpl=…
3/4 Saying an option was offered and wasnt acceptable to me undermines the actual event that it would have gotten me home more than 24 hours later and caused me to pay out of pocket for a hotel myself. All of this could have been avoided if the Kiwi process allowed us to proactively plan when the first flight was delayed, guaranteeing i would miss the rest of the flights. Please escalate this case to a senior manager and advise how Kiwi plans to make this right. Thanks, Bob ---- [Quoted text hidden] [email protected] Tue, Jun 6, 2023 at 10:57 AM Reply-To: [email protected] To: Bob ----
Hi Robert, I regret to hear that you did not find the offer suitable. We could have provided alternatives after you use the delayed flight hence our Guarantee team suggested that to you. This case is already considered as an escalated complaint and after thoroughly reviewing it, I offered the possible solution. I understand that you are upset with the whole experience, however, this is the possible refund amount that I can refund. There are no further possibilities that can be done. [Quoted text hidden]
Bob ---- Tue, Jun 6, 2023 at 11:47 AM To: [email protected] Hi Asad, Can you expand on what you mean here and explain what your Guarantee actually means? "We could have provided alternatives after you use the delayed flight hence our Guarantee team suggested that to you." My brother and i were stuck in GYE, every time i spoke to your team on the phone (5 times that day) i was told to use the online tool for alternatives. The only alternatives i was given were over 24 hours delay which would have caused me to buy a hotel room. It was 6 PM and the only flight that could have prevented that was departing at 10:30 PM. When i gave your team 1 hour to revert and heard nothing, i was forced to make a decision to avoid a hotel and get me to arrive home close to the original date. So in the above, please tell me what your team could have done or what the guarantee actually meant? This was a major customer service failure and your remedy is to give me credit for your site which would require even more money out of my own pocket just to access this credit. Put yourself in my shoes, is this reasonable and working to help create a good customer experience and loyalty? Thanks, Bob ---- [Quoted text hidden]
[Quoted text hidden] [email protected] Wed, Jun 7, 2023 at 7:48 AM Reply-To: [email protected] To: Bob ---- Hello Robert, As the flight from Baltra Island to Guayaquil was delayed, our agent suggested you take the delayed flight and then contact us once you reach Guayaquil. This is because we can check about the delay and then provide alternate flights from Guayaquil accordingly. The alternate flights were offered by our automated system. Later you shared your own flight preferences a the options offered were not suitable for you. You do not need to spend more money to use the Kiwi.com credits. In fact, you will save 100 EUR next time you book a flight with us. I completely get your point, however, this is the only possible amount that I can refund. [Quoted text hidden] Bob ----
Wed, Jun 7, 2023 at 11:48 AM To: [email protected] Hi Asad, Two things. I shared my own flight preferences, your team did not respond or come back on that and i and my brother were stranded in GYE. Had i not been forced to buy my own flights out (after 2 hours of waiting for Kiwi customer service), i would have had to spend even more money on a hotel and returned home over 24 hours later. This is what happened, if you have a different version of these events, please share. 2nd thing, to use Kiwi.com credits, i need to buy a flight on Kiwi. There is not one option on there that is 100 EUR or less, so in fact,just to access what you are "giving" me as compensation for this horrible experience, you are asking me to spend even more money with your company. You have stated repeatedly that this compensation is the best you can do. I will give you one more chance to make this right. I have a large network of friends, family and business associates. I am looked to for travel advice as i travel often. This experience with Kiwi wants me to warn all of my network away from ever working with Kiwi. I am not typically that type of person, so if i do share this experience, it will be even more impactful to my network. "Customers will tell an average of 9 people about a positive customer service experience but will tell 16 people about a negative experience." Thanks, Bob ----
On 5 /17/2022 I bought a ticket from this website for 729,34$ for a roundtrip from Miami to Lima with protection, insurance, and all the coverage needed to change it in the near future or get a refund according to their website. I didn't get the confirmation about a day later.
I contact customer service they barely answer me. Answers were not concrete and they didn't help much. Worst customer service I experienced. Because of the scam and in concrete answers. I try to get a full refund they still haven't given me one Also, I paid more for the flight on the kiwi website than on the airline flight website directlt.
According to them, they state that they have the lowest fare, but that's s a scam. This company shouldn't be allowed to operate in the United State, to the the sketchy practices, scams and horrible customer service. They stated lower fares, but is a lie. There is no customer service. Worst of the worst.
On 3/11/22 I thought I bought tickets on Kiwi.com for travel between Atlanta and Mumbai. Google flights had directed me from their website to this external website, so I trusted it. I got the confirmation number in the email and the day of the travel, the airlines refused to board saying that we were scammed by this travel company.
When I called Kiwi.com, the representatives spent 2 hours "investigating" and saying the flight is valid BUT the airlines said they were not. Kiwi.com gave me different excuses everytime for why they were not even issuing a boarding pass or a ticket. In the end, travel did not occur. Finally they acknowledged that the airlines don't codeshare and that was the problem.
When I called Kiwi.com back because according to their own policy, if the airline doesn't board then we are entitled to refund. But they flat out refused to refund any money. Then I researched this company because they have a US number but they always call me from a UK number. Turns out most people say they have been scammed. I also approached Google Flights. They said they cannot help. As a last resort I called my credit card company to investigate.
I bought a ticket from Kiwi.com (Cai-Ruh-Kwi) and paid for the full ticket in August 2021. They issued the ticket with Air-Cair airline from Cairo to Riyadh with a transit time of 2h 25 minutes. when I went to the airport I have been denied to check in because KSA doesn't accept any transit passengers for few weeks and before I bought my ticket.
I have contacted the Airline (Air-Cairo) and they confirmed that Kiwi.com shouldn't issue me a ticket because KSA doesn't accept any transit passengers from Cairo to Kuwait. I've contacted Kiwi.com and they refused to issue me a refund and they claim that their ticketing team has confirmed that the layover time was sufficient while the airline themselves confirmed that there is no Transit at all.
I filed a dispute with my card company (PayPal) and Kiwi.com has not responded to the dispute leaving my refund in limbo, and it looks like I will never be able to get a refund. Unfortunately, Kiwi.com is a 100% scam Internet, never trust them and their agents.
I blame kayak.com as much as I blame kiwi.com. Kayak introduced me to the guy who ripped me off, and they have consistently shrugged it off as, "We're just a search engine."
So in January, I bought a ticket from Kiwi, which I found on Kayak, for a round trip to Croatia. Three months later, the COVID-19, and I tried to call only to find that the IVR is so bad that it literally hangs up on you saying, "An error has occurred. Please call again later."
No big deal, I will email. Whups! I didn't get the "email package." That's right. One of the options that I breezed through in purchasing my ticket was to pay extra for the option to have email support. Even if I were paying close attention, I would not have purchased email support, since phone support is free. They pinch a penny by hanging up on you before giving you any support, making it look like an innocent little IVR error. Haha.
So, since March, I have been able to do absolutely nothing but rail online against Kayak and against Kiwi.com. Kayak wrote back saying, "We're just a search engine! We care about our customers! But not enough to vet our third party relationships or try to get a refund for you! Thanks for using Kayak!"
In about June, I got an email saying that Kiwi was processing my refund. And it's the same email every few months. Eventually, of course, there will be no more emails. (I think we're already in that phase.) And I'm supposed to just forget about my $1,200.
Kayak, take some responsibility! Kiwi, stop stealing!
Kiwi.com is the worst nightmare that I have encountered. Already more than 2000 victims in a fb group Kiwiscam!
More than 1600 victims on fb group. Post Gmap reviews to fight this scam!
There are more than 1600 victims of kiwi.com on Facebook group.
The company cares more about their reviews here than the actual service. I paid for extra insurance and service to get an actual service. Waiting for an hour and 20 minutes ON THE LINE; hearing the same instructions saying waiting time 35 minutes. Always automatic answering machine. I used the company before when it was great. Now it's a joke. The instructions are very confusing. I asked for a refund, and they refunded me immediately for 9 pounds! What a scam. I will go through legal action to get my money back for sure. You can not expect customers to click some buttons and the company takes all your money.
I'm still on the line when the company has time to reply here but not answering my call. What is the customer direct line? Where can I find it? I tried to look at the site thoroughly. My flight is going in three days time. Again, its a joke to instruct people to customer support but the customer support is not working.
I booked a flight with kiwi.com. Something came up and I tried to cancel my flight. I called kiwi and they said my flight was non refundable.
I then managed a way to make my flight and was told at the airport there was not reservation.
I showed them my ticket and the airline could not find it. I called kiwi.com several times but was never given a reason and could not make my flight and no refund.
We book a flight from New York to Fort Lauderdale and after hitting the book now button and receiving our confirmation, the reservation had the incorrect inbound and outbound airport.
We call within 5 minutes of receiving the reservation and they did not try to help us, yet they cancel the reservation and now expect me to pay for a new one saying it was non refundable.
They are nothing but a ripoff, we contacted Delta and they said they will refund it as a courtesy, yet Kiwi.com is telling us that there is not refund. Total Ripoff
Thirty-five minutes after I booked a flight using Kiwi.com, and checking that they had a 24-hour cancellation/refund policy my son found another airline that suited us better. So I chose to cancel the flight made through kiwi.com When going to cancel the ticket, it said "assess the refund from the airline or accept refund given." Although it wouldn't have mattered which option I chose since I was under the assumption that I would be receiving 100% of my money back since I was cancelling well within the allotted twenty-four hours, I pressed assess the refund. I then received an email asking as to why I wanted to cancel my ticket and emailed back that I went with a different carrier. Couple days later I received another email stating that I would receive $102. I called customer service who told me that they could only give me $102. (Keep in mind this was 5 days later after the purchase of the ticket that I cancelled 35 minutes after purchase and 2 weeks before my flight).
I am now out of $1433 because Kiwi.com decided to go ahead and change my currency into Icelandic krona and buy the ticket through that country. When I called WOW Air, they said that since Kiwi.com CHOSE to go through Iceland they could not honor their 100% refund policy and could only refund me the tax that was paid. They then said to go ahead and ask Kiwi.com since I booked the flight with them to receive the refund through them. When I explained to Kiwi.com what happened, the manager stayed on the line with me for well over four hours and was no help at all. Consistently yelling and arguing me about how I had accepted the terms of whatever the airline would refund me. However, NOWHERE was it stated that my USD currency would be changed into Icelandic currency and then proceed to buy the ticket.
After several hours of her giving me the run around about checking to see about the refund, telling me that she had no control over it she proceeded to hang up the phone call, and never to call back with an update like she said she would. I am completely baffled that a company would act this way, even when I have gone out of my way to stay on the line with them for at least five hours. The most annoying part, after being out 1433 dollars, is that when you ask them any questions on the customer service line there is never a policy number or rule stated when asked for it. Their reasoning for everything is "no we won't do that", when you try to explain why you're frustrated and work out an agreement to do what would be best for everyone. They just repeat the same phrase they've told you over and over again. They've told me it so many times that I now know all of the companies supposed "policies". This company is absolutely disrespectful and a big scam.
Booked a Mediterranean cruise for our honeymoon. Used kiwi.com for flights. The first leg of the flight (United) was cancelled for weather reasons, thus making it impossible to make the connecting flight (Norwegian) to Barcelona. Spent over an hour on hold, then spoke with some guy who denied that their "guarantee” (that I read to him from their itinerary) was applicable, but eventually he admitted that it was their responsibility to correct the problem. He would put me on hold for 15 minutes at a time "to consult with his travel team”, but every time he returned he would suggest finding another flight that wouldn’t arrive until hours after the connecting flight departed.
He was either mentally deficient or just trolling me. We had to find another flight to the other side of the planet on our own, costing thousands of dollars, hours of high stress, and many tears from my wife. He couldn’t have cared less that our two week honeymoon cruise was falling apart at the last second. I will file for a refund, but this dolt made it clear that such a request will go nowhere. I recorded some of his ridiculous weaseling, and would love to take part in a class action suit against this sham of a company. I think it’s just a guy with a computer, sitting in his apartment taking peoples’ money. Also, shame on United and Norwegian for being of zero assistance in this nightmare scenario.
My wife's father became ill (on his deathbed) while we were on vacation so my wife bought tickets through Kiwi.com for an early return home from Miami. She was a bit distressed apparently and didn't realize that we had to go through immigrations and customs in Brussels and check back in with 90 minutes to do so which is impossible. Should the flight be on time it would be impossible let alone if there are any delays.
We cancelled the tickets immediately (well within the 24 hour grace period written in US law) and were told it would take 30 days to get a refund. After 45 days I contacted them - supposedly they forgot. They refunded 144.32$ out of 986.23$ and are telling me that I have to deal with the airlines.
Kiwi.com refused to provide a phone, fax or physical address. They seem to be an internet travel company & have people in the islands answering the phones as customer service reps.
they guarantee their flights but refused to provide a full refund even though I called them that night & told them that I had to buy 2 airline tickets to get home because the flight was late taking off.. HORRIBLE EXPERIENCE AND AM OUT $800, NORWEIGAN IS ALSO TO BLAME.
Kiwi.com billing as skypicker.com on your credit card statement is a total scam. I booked a ticket with them, and they only ask for a first and last name of the passenger. I entered required information, then it bugged sending mulitple emails asking to supply passport information for the passenger for an automated check in.
When the information was provided to Kiwi.com and Skypicker which is their billing name, what they bill as on the statement they did not book the proper name, creating a name discrpency with the airline in which resulted in the passenger not being able to board.
I filed a dispute with my card company and Kiwi.com and skypicker which I believe was a previous name he operated under has not responded to the dispute leaving my refund in limbo, and it looks like I will never be able to get a refund.
This site cost me thousands of dollars in wasted money for my travel plans due to their negligence. Beware of this company as kiwi will also make you sign a waiver that you will not request a refund. Customer service is rude and once they get your money they will not be of any help to you, and you will be lucky if they ever respond to your dispute which could leave your money tied up for a very long time.
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Kiwi is a fraudulent booking site. Payment was taken from me and then they began demanding more money after I paid. I booked two tickets and after I told them NO they refuse to cancel both tickets and refund my money. All they want is more money, just $30 more money sir. Well the answer is NO, I refuse to be extorted for more money. This "business" is a perfect example of a bait and switch scam website. They leave me no option but to do a time consuming chargeback with my credit card to get my money back. I sent them emails, no answer. Sent them text messages, no answer. I finally phoned them and they refuse to do the right thing. I told them they leave me no options but to leave bad reviews and chargeback. What a 100% ridiculous company. Don't make the same mistake I did.
Kiwi.com Reviews
US law requires the airlines/agencies refund fully the tickets within 24 hrs cancellation. I am a US based customer and this rule is rooted in my daily operation.
Unfortunatelly I purchased an International ticket at DC, which is from Tokyo to Shanghai, and costs $936. Three options are offered for purchase, the basic one even doesnt offer any refund even you cancel the ticket within 24 hrs. Then they ask you to "click" a bunch of buttons to confirm. I am a senior and have a dry eye problem, and hard to read pop up windows carefully. I cancelled the ticket within 1 hr, and they only refunded me $10. Only one click, and I lost $926 within one hour.
This company is Internet based, and the customer reps are all over the world. They dont know US ways to handle the business. I try to reach out to the managers to negotiate a better way to resolve this matter as this is a big loss in my side. I've been calling for many many times, and the customer reps told me to go ahead to post complaints in the web site. How low are people in Kiwi.com!
This company is insane, almost like robbery. They set many things in the web site to trick the consumers to pay big bucks for their minor errors. They are so disgraceful so hungary!
Our flight was delayed which meant we would miss our connection. The kiwi.com guarantee states that they would have us covered every step of the way. We fit all of the criteria for the guarantee, but they refused to honor it. Customer service took over 30 minutes to get through each time we called and then they said we would need to use their online portal. The portal only offered us flights over 24 hours later which meant we would need to purchase a hotel room at our own expense. Plenty of other flights were available, but Kiwi left us hanging. Multiple times we were told a manager would call us back and nobody ever called back. We started the process a good 5 hours before things became critical and we would not have been able to make any flights out that day. Every step of the way kiwi.com brushed us off and provided no solution. As a result, my brother and I then needed to purchase a flight for $1000 each to get home. Not only that, but Kiwi then refused to refund us for the flight that was missed due to the delays because they said they offered us an equitable solution and we refused. The solution was not equitable and did not follow their guarantee guidelines which are clearly outlined on their website. We got absolutely screwed big time here and have no recourse whatsoever.
Attached below are actual email exchanges for proof:
Customer_Satisfaction_Team_Kiwi.com_Booking_309463528 10 messages [email protected] Sun, May 21, 2023 at 6:56 AM Reply-To: [email protected] To: [email protected]
Kiwi.com promote travel insurance as the "kiwi guarantee" and this isn't real. This money isn't any protection and leaves you hi and dry.
On 5 /17/2022 I bought a ticket from this website for 729,34$ for a roundtrip from Miami to Lima with protection, insurance, and all the coverage needed to change it in the near future or get a refund according to their website. I didn't get the confirmation about a day later.
I contact customer service they barely answer me. Answers were not concrete and they didn't help much. Worst customer service I experienced. Because of the scam and in concrete answers. I try to get a full refund they still haven't given me one Also, I paid more for the flight on the kiwi website than on the airline flight website directlt.
According to them, they state that they have the lowest fare, but that's s a scam. This company shouldn't be allowed to operate in the United State, to the the sketchy practices, scams and horrible customer service. They stated lower fares, but is a lie. There is no customer service. Worst of the worst.
On 3/11/22 I thought I bought tickets on Kiwi.com for travel between Atlanta and Mumbai. Google flights had directed me from their website to this external website, so I trusted it. I got the confirmation number in the email and the day of the travel, the airlines refused to board saying that we were scammed by this travel company.
When I called Kiwi.com, the representatives spent 2 hours "investigating" and saying the flight is valid BUT the airlines said they were not. Kiwi.com gave me different excuses everytime for why they were not even issuing a boarding pass or a ticket. In the end, travel did not occur. Finally they acknowledged that the airlines don't codeshare and that was the problem.
When I called Kiwi.com back because according to their own policy, if the airline doesn't board then we are entitled to refund. But they flat out refused to refund any money. Then I researched this company because they have a US number but they always call me from a UK number. Turns out most people say they have been scammed. I also approached Google Flights. They said they cannot help. As a last resort I called my credit card company to investigate.
I bought a ticket from Kiwi.com (Cai-Ruh-Kwi) and paid for the full ticket in August 2021. They issued the ticket with Air-Cair airline from Cairo to Riyadh with a transit time of 2h 25 minutes. when I went to the airport I have been denied to check in because KSA doesn't accept any transit passengers for few weeks and before I bought my ticket.
I have contacted the Airline (Air-Cairo) and they confirmed that Kiwi.com shouldn't issue me a ticket because KSA doesn't accept any transit passengers from Cairo to Kuwait. I've contacted Kiwi.com and they refused to issue me a refund and they claim that their ticketing team has confirmed that the layover time was sufficient while the airline themselves confirmed that there is no Transit at all.
I filed a dispute with my card company (PayPal) and Kiwi.com has not responded to the dispute leaving my refund in limbo, and it looks like I will never be able to get a refund. Unfortunately, Kiwi.com is a 100% scam Internet, never trust them and their agents.
I blame kayak.com as much as I blame kiwi.com. Kayak introduced me to the guy who ripped me off, and they have consistently shrugged it off as, "We're just a search engine."
So in January, I bought a ticket from Kiwi, which I found on Kayak, for a round trip to Croatia. Three months later, the COVID-19, and I tried to call only to find that the IVR is so bad that it literally hangs up on you saying, "An error has occurred. Please call again later."
No big deal, I will email. Whups! I didn't get the "email package." That's right. One of the options that I breezed through in purchasing my ticket was to pay extra for the option to have email support. Even if I were paying close attention, I would not have purchased email support, since phone support is free. They pinch a penny by hanging up on you before giving you any support, making it look like an innocent little IVR error. Haha.
So, since March, I have been able to do absolutely nothing but rail online against Kayak and against Kiwi.com. Kayak wrote back saying, "We're just a search engine! We care about our customers! But not enough to vet our third party relationships or try to get a refund for you! Thanks for using Kayak!"
In about June, I got an email saying that Kiwi was processing my refund. And it's the same email every few months. Eventually, of course, there will be no more emails. (I think we're already in that phase.) And I'm supposed to just forget about my $1,200.
Kayak, take some responsibility! Kiwi, stop stealing!
Kiwi.com is the worst nightmare that I have encountered. Already more than 2000 victims in a fb group Kiwiscam!
More than 1600 victims on fb group. Post Gmap reviews to fight this scam!
There are more than 1600 victims of kiwi.com on Facebook group.
The company cares more about their reviews here than the actual service. I paid for extra insurance and service to get an actual service. Waiting for an hour and 20 minutes ON THE LINE; hearing the same instructions saying waiting time 35 minutes. Always automatic answering machine. I used the company before when it was great. Now it's a joke. The instructions are very confusing. I asked for a refund, and they refunded me immediately for 9 pounds! What a scam. I will go through legal action to get my money back for sure. You can not expect customers to click some buttons and the company takes all your money.
I'm still on the line when the company has time to reply here but not answering my call. What is the customer direct line? Where can I find it? I tried to look at the site thoroughly. My flight is going in three days time. Again, its a joke to instruct people to customer support but the customer support is not working.
Aweful and hellish company. DO NOT USE Kiwi.com.
I booked a flight with kiwi.com. Something came up and I tried to cancel my flight. I called kiwi and they said my flight was non refundable.
I then managed a way to make my flight and was told at the airport there was not reservation.
I showed them my ticket and the airline could not find it. I called kiwi.com several times but was never given a reason and could not make my flight and no refund.
I would not recommend KIWI.COM to my mother.
We book a flight from New York to Fort Lauderdale and after hitting the book now button and receiving our confirmation, the reservation had the incorrect inbound and outbound airport.
We call within 5 minutes of receiving the reservation and they did not try to help us, yet they cancel the reservation and now expect me to pay for a new one saying it was non refundable.
They are nothing but a ripoff, we contacted Delta and they said they will refund it as a courtesy, yet Kiwi.com is telling us that there is not refund. Total Ripoff
Thirty-five minutes after I booked a flight using Kiwi.com, and checking that they had a 24-hour cancellation/refund policy my son found another airline that suited us better. So I chose to cancel the flight made through kiwi.com When going to cancel the ticket, it said "assess the refund from the airline or accept refund given." Although it wouldn't have mattered which option I chose since I was under the assumption that I would be receiving 100% of my money back since I was cancelling well within the allotted twenty-four hours, I pressed assess the refund. I then received an email asking as to why I wanted to cancel my ticket and emailed back that I went with a different carrier. Couple days later I received another email stating that I would receive $102. I called customer service who told me that they could only give me $102. (Keep in mind this was 5 days later after the purchase of the ticket that I cancelled 35 minutes after purchase and 2 weeks before my flight).
I am now out of $1433 because Kiwi.com decided to go ahead and change my currency into Icelandic krona and buy the ticket through that country. When I called WOW Air, they said that since Kiwi.com CHOSE to go through Iceland they could not honor their 100% refund policy and could only refund me the tax that was paid. They then said to go ahead and ask Kiwi.com since I booked the flight with them to receive the refund through them. When I explained to Kiwi.com what happened, the manager stayed on the line with me for well over four hours and was no help at all. Consistently yelling and arguing me about how I had accepted the terms of whatever the airline would refund me. However, NOWHERE was it stated that my USD currency would be changed into Icelandic currency and then proceed to buy the ticket.
After several hours of her giving me the run around about checking to see about the refund, telling me that she had no control over it she proceeded to hang up the phone call, and never to call back with an update like she said she would. I am completely baffled that a company would act this way, even when I have gone out of my way to stay on the line with them for at least five hours. The most annoying part, after being out 1433 dollars, is that when you ask them any questions on the customer service line there is never a policy number or rule stated when asked for it. Their reasoning for everything is "no we won't do that", when you try to explain why you're frustrated and work out an agreement to do what would be best for everyone. They just repeat the same phrase they've told you over and over again. They've told me it so many times that I now know all of the companies supposed "policies". This company is absolutely disrespectful and a big scam.
Booked a Mediterranean cruise for our honeymoon. Used kiwi.com for flights. The first leg of the flight (United) was cancelled for weather reasons, thus making it impossible to make the connecting flight (Norwegian) to Barcelona. Spent over an hour on hold, then spoke with some guy who denied that their "guarantee” (that I read to him from their itinerary) was applicable, but eventually he admitted that it was their responsibility to correct the problem. He would put me on hold for 15 minutes at a time "to consult with his travel team”, but every time he returned he would suggest finding another flight that wouldn’t arrive until hours after the connecting flight departed.
He was either mentally deficient or just trolling me. We had to find another flight to the other side of the planet on our own, costing thousands of dollars, hours of high stress, and many tears from my wife. He couldn’t have cared less that our two week honeymoon cruise was falling apart at the last second. I will file for a refund, but this dolt made it clear that such a request will go nowhere. I recorded some of his ridiculous weaseling, and would love to take part in a class action suit against this sham of a company. I think it’s just a guy with a computer, sitting in his apartment taking peoples’ money. Also, shame on United and Norwegian for being of zero assistance in this nightmare scenario.
My wife's father became ill (on his deathbed) while we were on vacation so my wife bought tickets through Kiwi.com for an early return home from Miami. She was a bit distressed apparently and didn't realize that we had to go through immigrations and customs in Brussels and check back in with 90 minutes to do so which is impossible. Should the flight be on time it would be impossible let alone if there are any delays.
We cancelled the tickets immediately (well within the 24 hour grace period written in US law) and were told it would take 30 days to get a refund. After 45 days I contacted them - supposedly they forgot. They refunded 144.32$ out of 986.23$ and are telling me that I have to deal with the airlines.
Kiwi.com refused to provide a phone, fax or physical address. They seem to be an internet travel company & have people in the islands answering the phones as customer service reps.
they guarantee their flights but refused to provide a full refund even though I called them that night & told them that I had to buy 2 airline tickets to get home because the flight was late taking off.. HORRIBLE EXPERIENCE AND AM OUT $800, NORWEIGAN IS ALSO TO BLAME.
Kiwi.com billing as skypicker.com on your credit card statement is a total scam. I booked a ticket with them, and they only ask for a first and last name of the passenger. I entered required information, then it bugged sending mulitple emails asking to supply passport information for the passenger for an automated check in.
When the information was provided to Kiwi.com and Skypicker which is their billing name, what they bill as on the statement they did not book the proper name, creating a name discrpency with the airline in which resulted in the passenger not being able to board.
I filed a dispute with my card company and Kiwi.com and skypicker which I believe was a previous name he operated under has not responded to the dispute leaving my refund in limbo, and it looks like I will never be able to get a refund.
This site cost me thousands of dollars in wasted money for my travel plans due to their negligence. Beware of this company as kiwi will also make you sign a waiver that you will not request a refund. Customer service is rude and once they get your money they will not be of any help to you, and you will be lucky if they ever respond to your dispute which could leave your money tied up for a very long time.
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Kiwi is a fraudulent booking site. Payment was taken from me and then they began demanding more money after I paid. I booked two tickets and after I told them NO they refuse to cancel both tickets and refund my money. All they want is more money, just $30 more money sir. Well the answer is NO, I refuse to be extorted for more money. This "business" is a perfect example of a bait and switch scam website. They leave me no option but to do a time consuming chargeback with my credit card to get my money back. I sent them emails, no answer. Sent them text messages, no answer. I finally phoned them and they refuse to do the right thing. I told them they leave me no options but to leave bad reviews and chargeback. What a 100% ridiculous company. Don't make the same mistake I did.