Kiwi Opiniões 364

Kiwi.com’s cancellation process is highly misleading.
​I initiated a cancellation request because I was misled by the platform. The agent and the interface promised that I would see the breakdown of the refund amount and fees before confirming the cancellation. However, after I submitted the request, the system immediately cancelled my ticket without showing any information, leaving me with no choice.
​I have already contacted customer support regarding this issue. The agent officially acknowledged that their system failed to provide the required information (Information omission). Despite this admission, Kiwi.com is now avoiding responsibility by blaming the airline and delaying my refund indefinitely.
​I have already initiated a chargeback process with my bank and reported this to the European Consumer Centre (ECC).
​Avoid booking with this company if you value your rights as a consumer. I have documented evidence of their system failures and their admission of guilt. Kiwi.com, provide a full refund immediately

My experience with Kiwi.com has been beyond disappointing and deeply frustrating.

Despite having clear written evidence from their own support agents, they continue to avoid responsibility. In one of their official messages, their agent explicitly told me that if I am not satisfied, I should proceed with a chargeback through my bank. This is not speculation — I have this in writing.

Let’s be clear:
Instead of resolving the issue properly, Kiwi.com is actively directing customers to dispute the payment with their bank. This is highly unprofessional and shows a complete failure in customer support.

My flight was canceled. Instead of issuing a proper refund, they tried to push around $1000 into my Kiwi wallet, which I clearly rejected. I did not agree to any wallet credit. I paid real money — I expect a real refund.

Even after rejecting their offer, they continue to:
• Delay the process unnecessarily
• Shift responsibility entirely to the airline
• Avoid giving a clear and fair resolution

Their claim that “the airline determines the refund” is just a way to avoid accountability. I did not pay the airline directly — I paid Kiwi.com. They are responsible for handling the refund properly.

The most concerning part is this:
When a company tells a customer to go to their bank and request a chargeback instead of solving the issue, it clearly shows they have no intention of handling the problem fairly.

I have all communication documented and saved. This is not just poor service — this is a system designed to exhaust customers until they give up or go through complicated bank procedures.

I strongly warn others:
Booking through Kiwi.com is a serious risk.

Booking to Ryanair flights. I try to follow up a link to retrieve my 940 EuR purchase but never work. On requesting support they loop you on messaging that you should contact Ryanair directly with a reference number that it does not work. The only option is to cancel but they only pay back 20% of the paid price., and the only good think is that they refund this 20% in two hours. Anyway, I feel scammed.

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Dear Kiwi.com Customer Relations Team,

I am writing to formally file a complaint regarding my booking number 745494354.

Multiple flights in my itinerary operated by Ryanair were cancelled (including Bologna–Amman and Amman–Memmingen). As a result, the entire trip became impossible to use, since the outbound and return segments were disrupted.

This is not a voluntary cancellation. The service I paid for was not provided.

Despite this, I have received a response stating that a refund is not possible due to ticket conditions. I strongly disagree with this conclusion.

According to EU passenger rights and general consumer protection principles, when a transport service is not provided and the trip becomes unusable due to airline cancellations, the customer is entitled to a refund.

Therefore, I formally request a full refund to my original payment method for the entire booking.

If this matter is not resolved promptly, I will proceed with a chargeback through my bank and escalate the case to the relevant consumer protection authorities.

Please treat this as a formal complaint and provide a final response within 7 days.

Kind regards,
Eglent

I was booked Edinburgh to Vienna then Vienna to Pristina. The second flight did not exist. I was suspicious the day before I travelled and phoned Kiwi who assured me that everything was viable. I was left to fend for myself in Vienna, Kiwi just wanted me to take the refund as a Kiwi credit. The flight back was Pristina to berne, Berne to Edinburgh with an impossibly tight transfer time. If the flight to Edinburgh had not been delayed, I would have missed it. I wish that I had read all the other reviews before using Kiwi. I will not be using them again!

Gebruik dit oplichtersbedrijf niet! Ik heb net als meer mensen hier een ticket gekocht, maar dat is nooit aangekomen. Ik heb geprobeerd contact op te nemen met het bedrijf met e-mail om mijn geld terug te krijgen, maar er is absoluut geen hulp te krijgen, helemaal nergens! Als jij schrijft krijg je robot,die kan je niet helpen.Bespaar je geld,stress en teleurstelling en koop geen rommel van dit oplichtersbedrijf! Als ik ze minder dan 1 ster zou geven, zou ik dat doen! Eigenlijk zijn ze strafbaar wegens malafide praktijk en oplichting van klant en zouden ze moeten worden verboden op Nederlandse markt.

Mir wurde schriftlich bestätigt ich kann kostenfrei stornieren, und schriftljch bestätigt das die stornierung geklappt hat. Jetz heist es ich hätte nie storniert und sie behalten die 420 euro

Dont use this scam Company! I bought a ticket, But the ticket never came. I have tried to get in touch with the Company by phone and e-mail, to get my money back, But there is absolutely No help ANYWHERE What so ever!

Save your money, and dont buy shit from this scam Company!
Cold i give Them lower than 1 star i would!

Terrible company, completely unhelpful and a waste of time and money. My flight has been delayed to the day after.. no refund, no alternatives... other companies provide both.

This is my second review on Trustpilot about Kiwi. I wouldn’t have written another one if I hadn’t received an email from them today asking me to delete my first review because they offered me a €50 credit toward a future flight as a gesture of goodwill.
Keep in mind that I’ve been waiting for a €900 refund for a flight that was canceled over two months ago.
It’s completely unacceptable that they have the nerve to ask me to remove a negative review when I’m still waiting for that refund, when they never respond to my inquiries about it, yet they dare to send me an email about this.
They’re dishonest and lack common sense.

I had a very disappointing and stressful experience with Kiwi.com, and I strongly advise others to be extremely careful when booking with them.
I booked a flight itinerary through Kiwi.com that included a self-transfer connection in Denpasar (Bali). The transfer time was only 1 hour and 5 minutes. At the time of booking, the system allowed this itinerary and even indicated that the connection time was sufficient, which gave me confidence that it was a viable option.
However, after booking, I contacted the airline directly (Korean Air, which operates the flight), and they clearly confirmed that:
Check-in must be done at the airport counter
The connection is not guaranteed
The transfer is extremely risky given the need to go through immigration, check-in, security, and departure procedures
In other words, the airline itself acknowledged that this connection is not realistically feasible.
Despite providing this information to Kiwi.com, they refused to offer any meaningful assistance. They insisted that the itinerary is still “valid” simply because it meets their internal minimum connection criteria. They completely ignored the real-world constraints of the airport process.
What is most frustrating is:
Kiwi.com sells these risky self-transfer itineraries without properly accounting for real operational limitations
They shift all responsibility to the customer, even when the itinerary is practically impossible
They refuse refunds or free changes unless there is a formal airline disruption, even when the itinerary is clearly unrealistic
Their “connection protection” only applies after you miss the flight, not to prevent the problem in the first place
This creates a situation where customers are forced to either:
Take a very high risk of missing the connection and deal with the consequences later, or
Cancel the booking and potentially lose most or all of their money
I feel that this is highly misleading and unfair to customers. Just because something is “technically possible” does not mean it is realistically achievable.
A responsible booking platform should:
Prevent selling such tight self-transfer connections in the first place, or
Clearly warn customers with stronger and more explicit messaging, or
Offer flexible solutions when airlines themselves indicate that the connection is not feasible
Unfortunately, Kiwi.com did none of these.
This experience has caused significant stress and wasted time, and I will not be using Kiwi.com again.
Please be very cautious when booking self-transfer flights through this platform.

I bought a flight with Kiwi. At the time of booking, it was presented as having a 24-hour free cancellation policy. I relied on that and canceled within a few hours. The merchant is now refusing a full refund and only offering to refund less than 30% of the cost.

Hjemmesiden er fup.
Tryk på den og det er en side med opskrifter og intet om rejsefup.

Jeg har tidligere været udfordret af bookingplatforme ifm bestilling af fly-, billeje etc. (Overnatning undtaget. Gode oplevelser)

Søgte rejse via momondo. Jeg tænkte mig ikke om og fik ikke booket flyselskab direkte, som jeg plejer.

Naturligvis opstår der netop denne gang en selvforskyldt fejl. Jeg kontakter flyselskabet direkte. De bekræfter, at de kan og vil hjælpe mig, MEN jeg skal gå via Kiwi.

Kiwi´s robot (antager jeg) siger "desværre nej". Da jeg spørger om de vil hjælpe. Jeg spørger om Kiwi vil hjælpe mig, hvis jeg skriftligt kan påvise, at flyselskabet kan og vil hjælpe mig.

Resultat: Min henvendelse afsluttes af Kiwi uden svar.

Finger weg! Kein Support, nur eine blöde KI die andauernd die gleiche Antwort übermittelt, habe 2 Tickets von der gleichen Airline gebucht, beide wurden leider seitens der Airline storniert, Darauf hin habe ich natürlich eine Rückerstattung angefordert, die Erstattung vom zweiten Flug kam nach 2Wochen an, vom ersten Flug jedoch nicht, Grund wahre angeblich die Firmen Politik obwohl es ein und dieselbe Airline und auch die Tickets identisch sind

Proszę uważać na portal kiwi.con. Jest to strona gdzie oszukują klientów . Wykupiłem lot z gwarancją ubezpiecznia . Bilet kosztował 2500 ja odzyskam 80 zł . Na maile odpisuje tylko Ai . Zostałem oszukany na znaczną kwotę gdzie jeszcze byłem w kłopotliwej sytuacji ponieważ uciekałem z Emiratów . Klienci kiwi nie wykupujcie funkcji guaranteed jest to wielkie oszustwo . Niesty jest to moje kolejne negatywne doświadczenie z tym portalem

I did not receive any refund, and my request has not been processed.
I don't think they are putting any effort into the refund.
Just wait. wait.

Very disappointed with Kiwi.com. Because of one small typo in my email address, I never received my ticket — the email didn’t even exist. Kiwi.com refused to help, correct the details, or offer any refund, even though the service never reached me. Customer support was unresponsive and unhelpful. If you make even the smallest mistake, you’re left with the loss and no assistance. I do not recommend Kiwi.com.

Sikke en fup hjemmeside.
Vi købte to flybiletter fra, Torino til København.
Jeg betalte og fik en mail, hvor der stod at jeg skulle bekræfte rejsen. Det skal siges at i mailen, stod der at hvis ikke rejsen var bekræftet inden for 30 minutter, ville rejsen blive annulleret. Nå, men jeg trykker så "bekræft rejse" hvor der herefter står "der er sket en fejl".
så i mellemtiden, køber vi andre biletter fra en anden hjemmeside, da vi jo tænkte at resjen ville blive annulleret. Men nej, pengene kom aldrig retur, og kiwi mener at rejsen er bekræftet og alt er godt. Jeg prøver at få pengnene tilbage men de fralægger sig alt ansvaret og siger at det er ryanairs opgave. 2800 ud af vinduet, grundet en fejl fra deres side.
Hold jer væk folkenes, man kan ikke stole på dem.
Desuden er deres kontakts metoder, ubrugelige fik en indisk kvinde i røret, selvom jeg ringede til et DANSK nummer. Efter 35 minutters venten.

It seems very strange to me that Kiwi.com have got two different company reviews on this trustpilot website - one apparently overall good (this one) and one overall bad.
Anyway my experience with this company was so bad there are no words to describe how bad they are!
‘Cheaters’ may be the best word!
They took my money twice for one ticket I booked - I.e it was a duplicate payment. Then when I tried to get my money back from them I couldn’t contact them nor could I even get my money back through PayPal as they lied to PayPal.
Then I tried through their chat service and I was promised that they would review my case for a refund which they never ever did and therefore I never got a refund although they cancelled one of the tickets! They are big cheaters!