Recently during my trip around the world I was faced with a number of flight routes which simply could not be booked on the site of the airline itself and other routes which were inexplicably cheaper through an agent. So like any cheaparse traveller, I booked my Avianca flight from Bogota to Cartagena with an online travel agent, Kiwi.com.
I’d never heard of them before, but they were listed as the cheapest option by 50% on SkyScanner. I didn’t even think twice about booking my flights through them.
And then I got a confirmation email from them and it was kind of odd. Just not as professional looking as I had expected. Also, the booking wasn’t made immediately. In other words, they had taken my credit card details and not yet booked my flight. Just a confirmation email saying they were going to do it later.
So I searched online and I found post after post about Kiwi.com being a scam. And I was scared. So I contacted their online support and demanded they send through my airline reference number. They refused. The guy on online support was hopeless and said that I would never get that booking reference number because I wasn’t allowed to checkin online.
Because I had no other options, I just waited. And then a couple of days later they sent an email with a confirmed airline booking reference number and I was actually able to use the official Avianca website to see my booking in the system.
Everything seemed OK. So when I arrived at the airport, I expected everything to be smooth as well. And it was.
So while Kiwi.com’s customer service leaves a lot to be desired and their English is poor, they aren’t a scam company. My only advice would be to make sure you fill in everything correctly during booking and that you make sure you don’t have any complicated requests such as name changes, date changes, odd transits, etc.
And if it’s a multi-leg journey with different airlines and one of the legs is cancelled, you are screwed. Mainly because it’s a non-protected transfer. But you already knew that, right?
Would I use them again? Definitely if the price was right. Have you had a good or bad experience with them? Let me know in the comments.