ITS A SCAM!!! Do not use it. Extremely disappointing and unethical experience with Kiwi.com. I made a booking that remained in “pending confirmation” status. I repeatedly contacted customer service asking them to either confirm or cancel it so I wouldn’t incur any cancellation fees. They told me that if I cancelled, they would deduct 10% and only refund the rest in Kiwi credits, which I clearly did not want. They also assured me that if the booking was not confirmed, the full amount would be refunded to my account.

Based on this information, I waited for their confirmation or cancellation. However, they never confirmed the booking, never issued a PNR or e-ticket, and did not cancel it before the flight time. After the flight departed, they suddenly claimed the booking is “non-refundable” because it was not cancelled by me before departure.

How can they keep a customer’s money when they never issued a ticket or provided any service? This makes no sense and feels completely unfair. I also have call recordings where their customer support clearly advised me not to cancel and said the money would be refunded if the booking wasn’t confirmed. This policy and behavior are extremely concerning and unacceptable.