Booking flights on Kiwi.com may seem convenient, but travellers should beware of potential issues when facing unforeseen circumstances.
Story Summary:
- A Kiwi.com passenger, facing a family emergency, struggled with the company’s rigid policies after booking a non-flexible Saver ticket.
- Despite multiple pleas to change her flight, Kiwi.com refused to assist, highlighting poor customer service during emergencies.
- The passenger’s experience reveals significant issues with Kiwi.com’s policies, cautioning travellers about booking with the platform.
Kiwi.com review: Read this carefully before you make your booking
A recent case involving a passenger, who urgently needed to change her flight home due to the sudden death of her uncle, exposes glaring flaws in Kiwi.com’s customer service and their rigid approach to policies.
This is not just a matter of poor service; it’s a case of complete disregard for compassion in a time of family grief.
The passenger, whose identity has been withheld from this article for safety and privacy reasons, had planned a holiday in the UK, with her return flight booked for 12 October 2024, through Kiwi.com’s Saver fare.
A week into her stay, tragedy struck when her uncle died in a car accident.
Faced with an unexpected and urgent need to return home to South Africa to attend the funeral, she reached out to Kiwi.com for assistance.
What followed was a string of disheartening responses, as customer service repeatedly refused to help her change her flight date, citing their Saver ticket policy.
In one of her initial messages, the passenger pleaded:
“I understand Saver Tickets don’t typically allow adjustments, but this is an exceptionally compelling circumstance. We are willing to pay the fare difference… This is not a routine inquiry but a plea for compassion under exceptional circumstances.”
Despite her heartfelt request, the response from Kiwi.com was shockingly cold and dismissive.
A customer support agent “Nathan X” responded within minutes: “Unfortunately, as your tickets are Saver fare tickets, they do not allow for adjustments… You will need to book new flights.”
What made the situation more frustrating was the lack of real escalation.
After repeatedly requesting a review of her case by someone in a higher position, she was given more boilerplate responses. Another agent, “John C,” sent her a message that seemed to initially offer hope: “As you have rightly pointed out, upgrading your Saver ticket to a Flexi option… should be a possibility.”
But then, in a complete reversal, John added, “Unfortunately, the fare you’ve booked does not allow for upgrades… booking a new reservation is the most effective option.”
The emotional toll this took on the passenger was severe.
She expressed her frustration and disbelief at being denied a chance to be with her family during such a crucial time:
“Do you think I want to persist? If we had the financial standing to purchase new tickets, we would. Staying on holiday for as long as we had initially planned after my uncle’s passing is horrific… I will not miss my uncle’s funeral. I want to go home.”
Kiwi.com’s rigid policies not only forced her to remain in the UK but also led her to miss the funeral, adding to her distress.
Throughout her exchange with multiple agents, not once was she shown genuine empathy or provided with a solution, despite her willingness to pay the fare difference.
The customer support team’s robotic adherence to policy, paired with the impersonal nature of their responses, exposed Kiwi.com’s lack of flexibility in handling human emergencies.
Why you should think twice before booking with Kiwi.com
While Kiwi.com’s Saver option may offer lower prices, it comes with severe limitations that can leave travellers in extremely vulnerable positions.
The passenger’s ordeal showcases the company’s unwillingness to accommodate customers during family crises, raising questions about its customer care priorities.
Despite being a frequent traveller, the passenger was not asking for a refund or a favour—she was simply requesting a ticket adjustment that she was prepared to pay for.
But Kiwi.com’s system, which appears to prioritise profit over people, left her stranded and grieving alone.
For those booking with Kiwi.com, it’s important to be aware that once you select the Saver option, there is no flexibility.
Even in extreme cases, the company sticks to its rigid rules, offering no room for humanity or understanding.
This cautionary tale serves as a sobering reminder that what may seem like a good deal on the surface can come at a great cost if you find yourself in need of assistance.
Booking with platforms like Kiwi.com can lead to situations where customer service falls short when you need it the most.
In conclusion, if you’re considering booking a flight through Kiwi.com, you may want to reconsider.
The poor handling of this passenger’s tragic situation demonstrates just how little flexibility the company offers, even in emergencies.
Travellers should be fully aware of the risks associated with booking non-flexible fares on this platform—because, as this case shows, policies can override compassion, leaving you stranded when you need help the most.
