I wanted to express my heartfelt gratitude for Joaquim assistance in handling my refund. I had been waiting over 11 months without any results, but he promptly resolved the issue. His quick responses and dedication to customer service truly made a difference. Thank you for solving my problem! I have applied the refund on March 2023 because my flight was canceled by airline. But I still didn’t get the refund till now Feb 2024. I have wait over 11 months still didn’t get back my refund that is unacceptable and non reasonable. Kiwi.com is useless and don’t have social liability to protect customer’s right. Kiwi.com do nothing to help me to ask for the refund. Only ask me have patience and wait for the answer. I think 11 months is long enough for the refund application. Don’t buy anything on Kiwi.com. Kiwi.com is a no service, don’t protect customers rights and no social liability company

I booked a ticket through their website. Didn’t receive a confirmation, Logged in to the site, no booking seen as well. Reached out to them, waited a long time for someone to message and every single messages was replied by a different person. Repeatedly told me that they payment didn’t gone through and there’s no booking. But the payment did go through. Okay, I went on and buy a new one with some other more trustworthy company and requested for a refund if the payment did eventually go through. Then they come back to tell me that the ticket was confirmed the first place. Then why EVERYONE told me otherwise ?? At the end, the claim team refused to look at the confusing messages from the customer service. And refused to refund. AVOID !!

I am writing to express my profound disappointment and frustration with the customer service I have received during my recent travel experience booked through your platform. As a first-time traveler with Kiwi, my initial excitement quickly turned into dismay due to the handling of a significant flight delay and subsequent booking issues. I urge you to address the following concerns and take immediate action to rectify the situation. On our return journey from Winnpeg to Halifax, our flight was severely delayed, causing us to miss our connecting flight from Toronto. Seeking assistance, I reached out to your customer support team, only to experience repeated disconnections and lack of resolution. The first two representatives abruptly disconnected the call after placing me on hold, leaving me frustrated and without any guidance. Such disregard for customer support is unacceptable and reflects poorly on your company's commitment to service excellence. During the third call, after enduring further delays and hold times, the offered solution was a grueling 12-hour flight with two layovers. As I explained the impracticality of such an extended travel time, I pleaded for better alternatives or, at the very least, hotel accommodation for the inconvenience caused. Unfortunately, my request for a suitable resolution was denied. Despite accepting the 12-hour flight as a last resort, I was promised a callback from a supervisor, which never materialized. This lack of follow-through further compounded my frustration and left me feeling disregarded as a customer. The following morning, after already enduring over 10 hours of uncertainty at the Toronto airport, I received a call from your team offering an alternative flight directly to Halifax at 1:10 pm, which was the initial request I made. However, upon logging back into the app, I discovered that the flight displayed was scheduled for 7:30 am, an impractical departure time considering it was already 6 am. This inconsistency and lack of attention to detail only added to my exasperation. Continuing my attempts to find a suitable resolution, I contacted your customer support once again, only to receive the same response of offering the 12-hour flight with multiple layovers. This contradictory information, given the previous statement that the flight could not be booked, demonstrates a lack of internal communication and a failure to meet customer expectations. As I compose this complaint, my companions and I are stil

Horrible rules towards customers, and really rude and annoying customer support representatives. First thing first, even though they provide you an alternative trip and ask you to either accept or decline, there is no button for “decline”. Which only means they never truly let you decline the alternative, so that even if you don’t accept, choose your own itinerary and book a ticket yourself, they have every reason to not issue a refund. Don’t fall into their trap, it’s not worth it. In a recent flight from Buenos Aires to Puerto Madryn, I was notified they were unable to check in for me online a few days before departure, so I needed to check in onsite. When I was at the counter at 2am, I was told there was no booking. Turned out kiwi.com made a booking error and they didn’t realize till I was there checking in onsite. Knowing kiwi.com didn’t successfully book me a ticket, I contacted them using the app, explained the situation, and told them I needed a refund. Then I went to a nearby ticket office, bought a ticket myself to safeguard my next itinerary. They refused to issue the refund and said it’s because I booked my flight by myself, and didn’t allow them to make an update. The fact was they didn’t even make the right reservation, causing physical and huge mental loss to customer, instead of checking what’s wrong behind the scene, they let the customer pay for the fault they made. This is completely unacceptable. I will never ever book with kiwi.com, and I hope you be mindful when booking with them. Booking with the official airline website is the best choice that guarantees better prices and customer services.

Never get back your refund!! Ticket purchase through Kiwi Flight are cancel by airline Airline claim full money refund to kiwi (real money not any credit money ) Kiwi said they only get credit money so will not refund me currency money What? My money is gone

I couldn't fly because of the epidemic, but kiwi told me that I couldn't get a refund, which is simply too much

I am a frequent traveler and have never encountered a single issue purchasing tickets from any third-party platform, except with Kiwi.com which I recently made a purchase and with issues of both outbound and inbound trips. 1. They don’t inform you on any changes of the flight. I purchased a flight with a 3-hour layover time, which allows me with sufficient time to claim my baggage and get on to my next connecting flight. However I later found out that the layover time of my inbound flight was reduced to 1 hour (which obviously is not enough for me to claim baggage and catch my connecting flight). They don’t apologise for not telling me the change and basically offer zero help to try to fix that issue for me. But keep saying I need to pay more to get another ticket. 2. I experienced the above and negotiated for almost three weeks to get my money back. AND THEN THE SAME THING HAPPENED AGAIN TO MY OUTBOUND FLIGHT. They said sorry but they don’t actually feel sorry. Throughout the communication the attitude was extremely bad and the customer service person was basically saying they can do nothing to help. STAY AWAY FROM THIS COMPANY. 200% SCAM.

I've booked tickets from Madrid to Hong King last year December, with Amsterdam as the transfer point. The second half of the trip from Amsterdam to Hong Kong has been cancelled a few hours before the flight - which has already caused much issue to me given HK's strict quarantine policy. Apart from being apalled by the the sudden cancellation, the refund policy and customer services of Kiwi is unbelievably poor. I have made numerous refund requests through the application and sent messages to follow-up on the refund, with ZERO response from the customer service team. They also would NOT provide any hotlines for customers who their flights GOT CANCELLED, not mentioning the cancellation was just a few hours before - quite irresponsibly indeed. I hope Kiwi can treat their customers responsibly - not using the ugly tactics of delaying refund till their victims gave up on their requests. And I hope Apple could review it's apps more carefully and banned apps wjo aren't ethical in their business practices.

I bought a ticket from the app for 3000 hkd. And while it’s already being suspicious for charging such a high price for just a short 2 hours trip. It later told me that the itinerary had changed and I had to pay for a thousand more for the adjustment. It’s an urgent trip so I paid it. Later on , it send me the same message to charge me another fee for the same reason. Finally, I cannot take it anymore and request for a refund but it takes 3 months for their reply and no refund has been made after 7 months. I also realised that the trip I book was actually never exist due to the covid-19 policy. Therefore, this company will create a virtual ticket for you and wait anxious people to fall victim. I am pretty sure that this company buy the 5 star comment too. Hope someday justice would be made. Shame on you!

Complete scam!!!! please don’t fall for this. buying extra baggage from there is sooooo much more expensive than direct flight company itself. No information to hold itself accountable. Please, do not use their service.