Kiwi.com - Launch - The Phocuswright Conference

[alexanderk]

What KIWI really is and why it isn't great:
1 - KIWI is a booking agent that uses IT support, likely automated, to find cheap flights and create routes that generally do not "exist" under the framework of booking through a single airline of particular booking service.
2 - KIWI provided a search engine to find cheap routes and buys tickets, on behalf of the customer, but with their own money. Essentially, you pay Kiwi then kiwi pays the airlines... and this is a bit of a problem.
3 - Because Kiwi is paying the airline using their own accounts, not you, you cannot request a refund directly from the airline (A fairly Large Corporation). Instead, you have to request that Kiwi contact the airlines to receive a refund. Oliver talks about some of this in the COVID-19 response video [see below]. Basically, Oliver explains that KIWI typically pays refund "out of pocket" to expedite claims but the truth is that Kiwi is ALWAYS paying refunds out of pocket because they bought the tickets... not you. The reason they cannot do this during the current pandemic is because they would probably go out of business. So they have to wait for airlines to refund money to KIWI then Kiwi can begin refunding customers. This means seeking a refund on your own is NEVER actually an option like Kiwi.com claims it can be... no it is NEVER possible.
4 - Kiwi charges an, arguably unnecessary, "service fee" for all refunds.
5 - The Blue Ribbon Bag service also seems to be offer via KIWI and they claim refunds are also only available via Kiwi.com.
6 - Kiwi.com website doesn't work very well and customer support is limited
7 - Because Kiwi uses non-traditional flight routes, you may have to exit the secure area, find your checked luggage and then recheck your bags and go back through security (This is a pain). Booked through kiwi may be acceptable for young backpackers or people generally looking for the cheapest rates possible. It is not a service I will ever use again.

I understand, it's a small company and they seem to be using some pretty interesting tech to take advantage of non-traditional flight routes. But, they are also using some shady advertising and generally poor business practices to milk as much money from customers as possible. I will not say not to use Kiwi but just be aware of the situation and that the "cheaper" option is rarely the best option.

[toro_bravo_]

Any American's scammed by Kiwi, file a fraud charge with your bank and a complaint with the Attorney General of your state.

[alexandrapossenti]

SCAMMERS!!! GIVE BACK THE MONEY YOU ARE STEALING FROM PEOPLE

[mla]

Oliver, please refund customers asap! What’s taking it so long? Airlines are cancelling flights. Release passengers money. #RefundPassengers

[simple.]

This company never refund me. Be careful

[anakarinamtzhdzdelvalle]

Yo compre unos boletos antes de la pandemia, me mandan mail q según ellos ya hicieron el rembolso y no llega nada es una estafa nones justo que hagan eso con las personas que confiaron en la. Compañía