**Avoid Kiwi.com at all costs**
This was, without question, the worst customer service experience I have ever had.
I had two trips to Mindanao, Philippines that I needed to cancel following the declaration of a state of emergency. I contacted Kiwi.com immediately and was repeatedly told by **multiple support agents** that my case would be reviewed by a specialist under Force Majeure. They instructed me to wait, yet they could never provide a timeline. As my travel dates approached, I was also warned that cancelling or allowing the flights to pass could affect the outcome of that very review.
I spent **months** waiting.
Every time I followed up, I received another delayed response that completely ignored my questions and simply repeated the airline's refund policy. It became obvious that no one was actually reading my messages.
Then, after months of being told that my Force Majeure case was under review, Kiwi.com finally admitted something astonishing: **they do not even have a Force Majeure review process.**
Think about that.
For months, multiple human representatives assured me that a specialist was reviewing my Force Majeure case, instructed me to wait for that review, and repeatedly refused to provide a timeline. Then Kiwi.com claimed that no such process exists and blamed it on a "miscommunication" with their virtual assistant, despite the fact that it was their own human agents making these representations.
When I filed a formal complaint about this contradiction, they never addressed it. Instead, after weeks of silence, they simply closed the case with an automated message stating that my refund request was finalized, completely ignoring the substance of my complaint.
This wasn't just a denied refund. It was months of misinformation, contradictory statements, endless delays, and a complete refusal to take responsibility for their own customer service.
I have never encountered a company so unwilling to answer straightforward questions or acknowledge its own mistakes.
I will never use Kiwi.com again, and I strongly recommend that others book directly with the airline instead.
Data dell'esperienza: 29 July, 2026
Data dell'esperienza: 29 July, 2026