Name: Kiwi.com
Rating: 1.07

“my flight was cancelled due to COVID19, it's been more than 3 months and I'm still waiting for my refund. This is unacceptable! you can't take advantage of a pandemic situation”

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Posted 4 years ago

“Avoid at all means I agree to all the 1-star reviews, same happened to me. One of the legs was cancelled for a $4000 trip and I was offered $105 instant refund. I have also cancelled tickets directly with airlines as they offer full refunds at this time, but money goes back to Kiwi. I had a kiwi guarantee, but they claim it can take 3 months to give me the funds back to me. That's not true at all. When something looks too good to be true, it often is. I have been reading many of the 5 star reviews. By the initial review most of them appear to be fake. If you google Kiwi refund, they have a lot of negative review in media also. Update refund was requested 25/5. As of today 1/8 no updates from Kiwi even the airlines have confirm refunds. AVOID IF POSSIBLE!”

Kiwi.com 1 star review on 1st August 2020

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Posted 4 years ago

“DON'T EVER book any flights through Kiwi.com!!! I booked two tickets with Kiwi.com for $1,544 ( booking number:103425091 ) for the flights that were supposed to take place on March 6, 2020. On March 3, 2020, Kiwi.com sent me an email informing me that our itinerary was affected by the Air Traffic Controllers strike in France, from March 4 to March 9, 2020 and to expect cancellations of all flights originating from or traveling to France. After I received the email from Kiwi.com, the same day, on March 3, 2020, as Kiwi.com recommended in that email, I called the airlines directly, the Norwegian Airlines and the Wizzair Airlines for an alternative solution for the affected flights by the strike action in France, the flights to and from France. I took notes during all conversations, and all conversations were recorded by Kiwi.com and these airline companies, as I was inforrmed. I spoke with Olga (located in Ukraine) and respectively, Shidar Humar (located in India) and they both stated that they don't provide an alternative solution, and that it is Kiwi.com's responsibility to provide us with an alternative solution or the refund. As Kiwi.com also recommended in that email, I checked the status of our flight 48 hours beforehand, by calling Kiwi.com on the morning of March 4, 2020 and spoke with Siddhint (located in India) and his supervisor Vernon (located in India) and both confirmed that those 2 flights scheduled for March 6 and 7- to and from France- have been cancelled, and they said that Kiwi.com doesn't provide an alternative solution, therefore I had to cancel the whole trip. Supervisor Vernon apologized for this situation, and he acknowledged that this is not a voluntary cancelation on our behalf and he said that he understands why I canceled the whole trip and I asked for a full refund for the two tickets. He said that he will call me back that afternoon, but he didn't call me back. On March 5, 2020, I called Kiwi.com again and spoke with Laine (located in Philippines), who also confirmed that those 2 flights were canceled. I explained to her the whole situation again, and asked her to connect me with supervisor Vernon. She said that Vernon was not available at that time, and that she left him a message to call me back, but he never called me back. Because of all these problems I contacted my bank and opened a dispute, but Kiwi.com responded with false information to my bank, not mentioning anything about these flights cancelations. This is fraud!!! Ever since then I have been contacting Kiwi.com so many times by phone and email, but they haven't processed my refund so far, they keep telling me to wait after waiting already over 120 days ... It's very frustrating to have to deal with this dishonest company, Kiwi.com. The airline companies already refunded the money to Kiwi.com for the canceled flights, but Kiwi.com refuses to refund the money to their customers. This is totally wrong, this is fraud!!! Kiwicom makes false promises about the guaranteed refund. They have horrible customer service! All customers who have been defrauded by Kiwi.com should take legal action!!! DON'T EVER book any flights with Kiwi.com. They are liers and thives! They should not be allowed to do business in the USA!”

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Posted 4 years ago

“I am waiting more than 4 months for my refund and still did not receive anything. Terrible. Never ever again by Kiwi.com.”

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Posted 4 years ago

“WORSE BOOKING AGENCY IN THE UNIVERSE ! Let’s pray they go under ASAP ! When they book for you, they do it under a Visa card that has your name on it ! This way when you call airlines about refunds they assure you it’s going directly to the credit card you booked with because it has your name on it ! Then they promise on the phone that when you pick “refund” on their website , you will be refunded ! BUT YOU ARENT ....YOU GET A FEW POINTS TO BOOK AGAIN WITH THEIR TERRIBLE AGENCY! It’s a scam ! Let’s hope they are no longer a business and find something else to keep them busy with then stealing money and lying and taking advantage of others”

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Posted 4 years ago

“Warning. Never, ever book a flight with kiwi.com. I had a flight since March and had been cancelled by airlines due to lockdown. Kiwi.com requested £20 to refund, which was paid, but nothing returned. On April 2020, Airlines emailed me that refund done, but kiwi.com not responding to any email. They are a group of thieves. I don't know why the review is 3.8 despite all these complaints from the clients”

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Posted 4 years ago

“Warning. Never, ever book a flight with kiwi.com. I had a flight since March and had been cancelled by airlines due to lockdown. Kiwi.com requested £20 to refund, which was paid, but nothing returned. On April 2020, Airlines emailed me that refund done, but kiwi.com not responding to any email. They are a group of thieves. I don't know why the review is 3.8 despite all these complaints from the clients”

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Posted 4 years ago

“Kiwi is practicing fraud booking. The company put multiple bookings (multiple flight) together to create seemingly a legitimate trip itinerary. The company knows that the connection flight will not be allowed due to covid-19, but still provide the bogus trip itinerary. I am one of the victims, and only found out about the bogus trip itinerary at the last minute. Naturally when I request they take full responsibility and issue full refund, and the answer I got is that it is not their responsibility for the itinerary issue.”

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Posted 4 years ago

“KIWI.COM is stealing money during COVID-19. They told me to wait for a refund up to 3 months. And guess what I am still waiting and they are telling me the same thing "it is being worked on". I called the airline directly and airline told me they did not even submit a request for a refund for me. PLEASE DO NOT BUY FROM THEM SO THEY WILL GO OUT OF BUSINESS.”

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Posted 4 years ago

“KIWI.COM is stealing money during COVID-19. They told me to wait for a refund up to 3 months. And guess what I am still waiting and they are telling me the same thing "it is being worked on". I called the airline directly and airline told me they did not even submit a request for a refund for me. PLEASE DO NOT BUY FROM THEM SO THEY WILL GO OUT OF BUSINESS.”

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Posted 4 years ago

“I wish I could give them a zero, my trip was cancelled because of covid and they send they will refund me the money once they get the money from the airlines I called them 10 times and told me it’s still processing and to wait 3 months, I called them at 3 months they said the same thing “wait! It’s still processing” I called the airlines myself (Norwegian and wizzair) turns out they had refunded them the money 2 months prior and sent me confirmations with this info! Had to call my bank and file a dispute Just ridiculous! Never ever book with kiwi.com Book with the airlines directly and save yourself the hassle”

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Posted 4 years ago

“Scam. We booked two flights from Barcelona to Treviso via Bucarest. The flights got delayed and we received a list of options to get a refund. We selected the "free of cost" refund process, where we had to call and sort everything out by ourselves. We received the money less €30. We called Kiwi and they rudely explained to us that those €30 were the cost for their "services". Avoid at all costs.”

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Posted 4 years ago

“I did a quick Google research before purchasing international flights through Kiwi's website and was pleased to find several positive reviews. Fast forward to 2 months later and I'm joining a 2,500 plus group: "Victims of the Kiwi scam" group on Facebook to try to figure out how to get a refund for my canceled flights. I later learned that they pay their employees to write positive reviews on different sights. Their costumer service and policies are a joke. They offered me a $11 refund for a $1,200 flight. Save yourself the hassle and skip Kiwi.”

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Posted 4 years ago

“Kiwi has lied to me and cheated me out of 350$ for a service I will never receive. As a naive international traveler I used kiwi to try to book flights, finding what appeared to be a good deal, but soon became a nightmare. Although no one could predict the pandemic, kiwi has handled my case terribly, with costumer service that has lied to me and yelled at me through the phone. In March when the pandemic hit I called kiwi to ask how this could affect my trip in June. They assured me that I would be able to change my flights to a trip in 2021 up to two days before my flight date, failing to tell me that if a flight was cancelled they would not help me in the slightest. When I called to reschedule the costumer service representative basically explained that if I wanted a refund I would have to wait several months and recommended I do it myself, noting that as soon as I opted to do it myself they would no longer help me. I didn’t want a refund, I paid extra for a ticket that would allow me to change flight dates. Yet kiwi would not honor their own ticket choices. After believing I fully understood their policies I opted to get access to my flight information and attempt to get my refund myself. Kiwi provided me with false information regarding one of my tickets and that became a nightmare within itself. After several weeks of fighting with airlines I found I was 350$ short, I contacted kiwi to ask for an invoice (something they failed to provide me at the beginning of this whole process) and they refused. After serious inquires about their policies and where my missing 350$ was, I found out I had paid them a 350$ fee(which I can only assume is true because they would not provide me an itemized invoice for where my money went) that they refused to provide me a voucher for. I paid extra for a ticket I could change, they lied to me saying I could still utilize that service, then refused to help me when I tried to change my tickets and are currently refusing to assign me a voucher for a service they never provided me, a flight to Europe. If anyone is considering booking flights through Kiwi, I strongly recommend you look elsewhere. This company is not trustworthy and not deserving of your money.”

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Posted 4 years ago

“They refused to believe that Easyjet had cancelled my flights even though it was obvious that they weren't operating any flights at all. Tried to get a refund but they said they hadn't been told by the airline that the flight had been cancelled. It's now six weeks and I've still not seen hid nor hair of my money.”

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Posted 4 years ago

“They sold a ticket that doesn't exist. Airline don't have that kind of flight, have to pay extra £10.00 to send the message”

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Posted 4 years ago

“Zero possible to get good service,, This is scam company and try to take just money,, they sell unexisting flights and zero refund .. Please don't try even book one small flight,, after they will send you an email about part-time cancellation .... Dont even click on this website .. SCAM ! SCAM ! SCAM ! we bought two separate tickets and was same story .. Horrible company ..”

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Posted 4 years ago

“Terrible service. Sold me flight that doesn't exit. Received cancellation notification 10 hours before the flight. Requested a refund and waiting already more that 3 months. No chance to contact support.”

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Posted 4 years ago

“I am frequent traveler, doing over 40 flights per year, and I have been regularly using Kiwi.com when I search for connections, or do complex planning for multiple cities. It seems that this review site is not giving proper credit to Kiwi.com, and I am appalled by all these bad reviews. I had a few issues with my tickets cancelled, and they do return money, though, with bigger delay compared to some airlines. And since the COVID-19, all travel industry is in a big mess, so I am not surprised that they are not replying, and dealing with fast enough.”

Shipping & Delivery
Delivery Methods	Own Driver, Courier
On-time Delivery	Greater than 7%
Accurate And Undamaged Orders	Greater than 60%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.1 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

Kiwi.com Reviews