Head Office
Palachovo nám?stí 4
625 00 Brno
Czech Republic
Phone: 420 2 2888 5100 (corporate)
Support
Email: support@kiwi.com
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About Kiwi.com
Kiwi.com is an online travel agency founded by Oliver Dlouhy and Jozef Kepesi in 2012. The Czech Republic-based company employs more than 2,600, with branch offices in nine countries. The website boasts of more than 100 million daily search queries. Each day some 35,000 seats are confirmed on the platform which is powered by its proprietary algorithm. The platform allows travellers to combine flights from over 500 airlines. Kiwi, which was ranked 7th in the 2017 Deloitte Technology Fast 500 EMEA list, has been growing by leaps and bounds through the innovative products and services.
Formerly known as SkyPicker, Kiwi.com claims to show prices 50-90% cheaper than other platforms and official airline websites. The online travel tech company also guarantees travellers lowest flights and promises money back on missed connections or cancellations. To book a flight travellers can browse the Kiwi.com homepage and input the date, origin and destination on the search tool.
As you browse the search results, you can filter options by price, time, stops, airline and airport. When clicking on any of the listed options, you can read the departure time, layover and related information. By clicking on ‘Book’ you will be directed to the payment page where you can reserve the flight through any major debit/credit card. Note that the booking page might redirect you to third-party websites for some routes.
Not just flights, Kiwi.com also allows travellers to search and book for hotels and cabs. And not only on the web, you can download the official Kiwi smartphone app for iOS and Android to search and book. With the app, you can download your airline booking passes and set price alerts for hot deals as well.
Register on the website to manage your booking. Just input the booking number, email and travel details to see your recent booking. When confirming a booking, you will get an immediate confirmation through email. You can sign into your account to see baggage restrictions or insurance. To cancel a booking or request a refund, travellers can sign in to Manage My Booking. There will be a cancellation fee on booking that offers refund.
As for the Kiwi.com Guarantee, travellers are protected if faced with flight delay, schedule changes or flight cancellation. Kiwi will arrange an alternative flight or refund the cost of unused ticket. For more information or queries on payment, cancellation, refund, boarding pass, check-in, or others, reach the Kiwi.com support.
My booking number is 261 792 212. I would travel from Addis Ababa to Stockholm. I was at Pole airport 4 hours before my departure time. When I was going to check in, the checking man told me my ticket was under-processed. He and I called several times to KIWI customer service several times and did not get help. I waited 4 hours and the boarding closed. So, I couldn’t travel to my home country. I asked for a refund. But still, now I didn’t get a Refund. It takes a long time.
I booked flights with this company & less than a week later they were changed which resulted in shaving nearly 14hrs off my trip! I booked these flights because of the times I wanted to arrive & leave the destination! Downloaded the app but currently saying I have no upcoming trips! This company is a disgrace! I will never ever book with them again! Unless you book & pay for the guarantee there is not really any way of getting support! Which should be standard customer service with any business! I’m totally disgusted! I also feel the flights were false advertisement!
I have booked returned ticket for my son from Tashkent UZ to Manchester and Manchester to Tashkent (Return). Some days after booking I have received an email that your link airline has been canceled, you can select other flights for which you need to pay more than I have paid before. So I made request for refund on mid June 2022, still waiting and have got no refund, no answer from support as well. Very bad experience.
There is absolutely no way in getting in touch with you unless I have a booking number but I never recieved one. My card was charged but I never got the tickets.
I got in contact with both the airlines and one of them was able to find my tickets but the other one just point to kiwi . Now I am still missing tickets for one way :(
Same thing happened to me, been charged but I haven’t received any confirmation both Email and SMS.No flight tickets ,no trips on the Apps and nobody to call . Very disappointing.
The worst experience ever, the customer service is very inefficient. Very disappointing, I should have never used their platform to book.
They “connected” me to a flight that was leaving 15 min after I landed. I had to run from one terminal to another that took 20 min to get to and of course ended up losing my flight. I ended up sleeping at the airport and had to buy a new and MORE expensive ticket to get back home. Someone should take a closer look at this company and sue this them. They did not refund me or get me a new flight out.
Booked flights for my son and his friends to Corfu. The return has a stopover in Milan. All flights are Easyjet. Received several messages and emails from Kiwi.com this weekend saying that the Milan London leg had been cancelled and that we needed to select a replacement flight. We were given several options but all at a cost, the cheapest option was just under 100 Euros and some as much as 500 Euros. I wanted to speak to them but of course they offer no number so I thought I would contact Easyjet directly. Lucky I did! Yes they had cancelled the flight but the passengers had automatically been transferred to another flight departing just under an hour later! So no action OR PAYMENT required!! I am still receiving messages and emails from Kiwi saying that we need to select flight or the passengers will not be able to travel.
Very disappointed with this tour operator, they should be blocked, bought fly ticket last year to travel in Aug21, my flight was cancelled when I asked for the refund they said they will offer me a credit, until now I have not received any, not clear how to use the credit, I tried to contact them many, many times but no answer.
I was trying to get a refund but the support center didn’t answer properly. I sent them an email, and messaged them on social medias but they only sent me the link of their website which didn’t even work. I tried to call their number but it doesn’t exist. I paid 2,000USD and they are offering me 11USD as refund, which they are going to send after 4 months.
I experienced the same with this travel agency. I didnt get to go on my booked flight because they took too long to process and only sent me the tickets 6 hrs after the flight left. They are not responsive at all and their automated responses are talking of refunding very small amount (less than 2% of what i paid). I missed the flight because of them. How silly to even issue a ticket 6 hrs past the flight time ??
Anyone has a phone number for these people. I will never book anything with them again. Impossible to contact them or get a refund online. They better be respond to my email as I called my cancelled flight they said we don’t fly to destination on that date. I think they sold me non exit ticket.
The worst. Flight with Norwegianair canceled. Because of Covid. Norwegian refunded Kiwi 8/20. Kiwi still has not refunded me. Continuing promises of within 4 months 16 months later and no refund. Why would anyone ever think of using them.
I agree with the above comments, this is a company that is not Easy to deal with in any regard or contact for support and if a flight gets canceled by the airline they make it extremely difficult to get a refund, impossible in fact! I would never ever recommend them as I would not wish anyone to experience what I did.
Don’t expect a refund, either. I booked my flights over a year and a half ago, in June 2020, early in the pandemic. My flights kept canceling, and every time a flight canceled, all the new options were progressively more expensive until I just gave up and canceled my whole itinerary with them. They used the situation (force majeur) as an excuse not to guarantee a refund of my canceled flights, saying it was “up to the airlines.” Well, they secured a refund from one of the airlines, but still no money back, not one cent of the over $900 I paid. Somebody above mentioned they are a scam, and they are right. They lure you in with cheap flights, then bait and switch, then when they cancel, they avoid responsibility by saying that it’s the airlines which refuse to refund. Also, they locate their corporate offices in other countries to avoid liability, because they know that if they were located in the U.S., they’d get their arses sued off. If you are looking for cheap flights and are short on money, don’t use Kiwi.com because they will end up costing you more in the long run.
Agreed they are a disgrace, your circumstances mirror mine. I am trying to use the ‘voucher’ I know have but can get no response from them at all and no means of contacting other then via their bot or email
Booking number 1151710284 and 165199760
Kiwi.com is the worst company to book flights with them. My flight was canceled in the last minute without explanation. I been waiting for my refund more than 5 months and still waiting. They are scammer company if you want to reach over the phone. They stop the calls. Their teams support never reply for your emails. From 2 cancelation flight without any refund, I am suggesting people to never use this website.
Really bad service. I’m still waiting for refund for flights booked 18 months ago. Flights were canceled by the carriers but I was informed (after 18 months) that one carrier (Jetstar Asia) refused to refund. No feedback yet as to the other carrier (Air Asia). Hard to contact them as well. Never again.
I’ve been waiting for my refund, due to flight cancellation on 05/24/2021, from Kiwi.com for almost 5!!! months. I’ve send multiple texts through their app (the only way of communication). Every time I would get a response only many weeks or even month later. Every time they assured me that they submitted the request to the airline (Finnair) and that Kiwi.com was waiting for a response from Finnair in order to give me my refund.
Today I called to Finnair and they confirmed that they issued my refund to Kiwi.com on 05/30/2021 which is 4 months ago.
I received no money, $0, no massages, nothing. There is still message at Kiwi.com app saying “Assisted refund” “Waiting for the carrier”. The carrier – Finnair issued the money to Kiwi.com four months ago.
I tried to call Kiwi.com customer service number but since my booking number was 5 month old their automated system didn’t let me through. It said that they help only customers who are traveling now or 14 days from today.
Booking number 165957990
My girlfriend was travelling back to Dubai from Kefalonia on the above booking which was delayed by 2 hours and 21 mins and consequentially missed the connecting flights.
The options you have offered are un acceptable not just for the fact that Irin has been abandoned by Kiwi in an airport overnight without food or accommodation. Additionally the flight timings will impact her COVID passport validation and simply not an option.
We expect nothing else but a full cash refund with expenses and will be submitting a EU complaint form in due course. Iryna is still in Athens at this time without any assistance from Kiwi or the flight carriers which were booked.
Your methods of contacting are not user friendly and finding an email to write to is difficult if this is the correct one or direct me accordingly.