Is Kiwi.com Reliable for Flights? Unpacking the Pros and Cons
Kiwi.com’s reliability for booking flights is a complex issue; while they often offer lower prices by combining unconnected flights, this can lead to complications if anything goes wrong, leaving passengers responsible for missed connections and potentially stranded.
Understanding Kiwi.com: A Background
Kiwi.com, formerly known as Skypicker, is an online travel agency (OTA) that utilizes a unique algorithm to find flight combinations that may not be offered by traditional airlines or other OTAs. Their primary selling point is often significantly lower prices, achieved by connecting flights from different airlines, even those that don’t typically partner with each other.
The Allure of Lower Prices: Benefits of Using Kiwi.com
The promise of cheap flights is undoubtedly the biggest draw for using Kiwi.com. Their algorithm can uncover routes that traditional search engines miss, leading to significant cost savings, especially on long-haul or multi-city trips.
- Cost Savings: Find flights that are significantly cheaper than booking directly with airlines or through other OTAs.
- Hidden City Ticketing (Controversial): Offers routes where passengers disembark at a connecting city (the “hidden city”) instead of the final destination to save money. This is often against airline policy and can result in penalties.
- Extensive Route Coverage: Access a wider range of flight options and destinations, including those served by smaller or regional airlines.
The Kiwi.com Booking Process: How It Works
Booking with Kiwi.com is relatively straightforward, similar to other online travel agencies.
- Search: Enter your origin, destination, and travel dates.
- Review: Kiwi.com’s algorithm generates a list of flight options, including both standard and less conventional routes.
- Select: Choose your preferred itinerary, considering price, duration, and layover times.
- Purchase: Provide your passenger information and payment details to complete the booking.
- Manage: After booking, you can manage your itinerary through the Kiwi.com website or app.
Potential Pitfalls: Common Issues with Kiwi.com
While the potential for savings is appealing, Kiwi.com bookings come with inherent risks due to their reliance on connecting flights from different airlines. These are some common points of concern:
- Missed Connections: If one flight is delayed or canceled, you’re responsible for rebooking connecting flights from different airlines. Kiwi.com’s guarantee is often difficult to claim and may not cover all expenses.
- Baggage Transfers: Baggage is often not automatically transferred between airlines, requiring you to retrieve and re-check your luggage during layovers.
- Customer Service: Customer service can be difficult to reach and slow to respond, especially during travel disruptions.
- Airline Policy Violations: As mentioned before, using hidden city ticketing can violate airline policies and result in canceled flights or penalties.
- Changes and Cancellations: Making changes or cancellations to your itinerary can be complex and expensive, often incurring significant fees.
Weighing the Risks: Is Kiwi.com Right for You?
The decision of whether or not to use Kiwi.com depends on your risk tolerance and travel priorities. If saving money is paramount and you’re comfortable with potential disruptions and complexities, Kiwi.com might be a viable option. However, if you value peace of mind, seamless travel, and reliable customer support, booking directly with airlines or through more traditional OTAs is generally recommended.
Pros and Cons Summary
| Feature | Kiwi.com (Pros) | Kiwi.com (Cons) |
|---|---|---|
| Price | Often lower due to unique connections | Can be misleading due to hidden fees/risks |
| Route Options | More diverse and unconventional | Potential for difficult and risky connections |
| Customer Service | Varies, sometimes helpful | Often slow, difficult to reach, and unhelpful |
| Reliability | Dependent on smooth travel | High risk of problems with delays or cancellations |
| Baggage | N/A | Requires manual transfer in many cases |
Frequently Asked Questions (FAQs)
Is Kiwi.com a legitimate company?
Yes, Kiwi.com is a legitimate company, operating as an online travel agency since 2012. However, their business model, which focuses on connecting unrelated flights, carries inherent risks that can lead to customer dissatisfaction.
Does Kiwi.com offer a guarantee?
Yes, Kiwi.com offers a guarantee that promises to cover the cost of alternative transportation or accommodation if you miss a connecting flight due to their fault (e.g., flight delay). However, claiming this guarantee can be difficult, and coverage is often limited.
What happens if my flight is canceled when booking through Kiwi.com?
If your flight is canceled, Kiwi.com’s response depends on the terms of your booking and the airline’s policies. They may offer a refund, alternative transportation, or accommodation, but this is not always guaranteed, and the process can be lengthy and frustrating.
Is it safe to book flights with Kiwi.com?
Booking with Kiwi.com is relatively safe in terms of payment security. However, the reliability of your overall travel experience can be significantly lower compared to booking directly with airlines.
Can I change my Kiwi.com flight booking?
Changing a Kiwi.com booking is possible, but it can be complex and expensive. Fees associated with changes are often substantial, and the process may require dealing with both Kiwi.com and the individual airlines involved.
What is hidden city ticketing, and is it legal?
Hidden city ticketing is a practice where passengers book a flight with a connection but disembark at the connecting city (the “hidden city”) instead of the final destination. While not illegal, it violates airline policies and can result in penalties, such as cancellation of the remaining flights on your itinerary.
How does Kiwi.com find such cheap flights?
Kiwi.com’s algorithm finds cheaper flights by combining flights from different airlines that don’t normally partner with each other. This allows them to create routes that are often cheaper than those offered by traditional airlines or OTAs.
What happens to my baggage when booking connecting flights through Kiwi.com?
Baggage transfer is a significant concern when booking connecting flights through Kiwi.com. In many cases, you are responsible for retrieving your luggage and re-checking it for your connecting flight, which can be problematic, especially with short layover times.
How is Kiwi.com different from other online travel agencies?
Kiwi.com differs from other online travel agencies in its focus on connecting flights from unrelated airlines. This unique approach allows them to find cheaper fares but also introduces risks associated with missed connections and baggage handling.
What are the alternatives to using Kiwi.com?
Alternatives to using Kiwi.com include booking directly with airlines, using more traditional online travel agencies (e.g., Expedia, Kayak, Google Flights), and working with a travel agent. These options generally offer greater reliability and customer support, albeit potentially at a higher cost.
What should I do if I have a problem with my Kiwi.com flight booking?
If you encounter problems with your Kiwi.com flight booking, contact Kiwi.com’s customer service as soon as possible. Be prepared for potential delays in response and have all relevant booking information readily available. Consider contacting the airlines directly if you’re experiencing issues related to specific flights.
Should I buy Kiwi.com’s add-ons and insurance policies?
Carefully consider the value of Kiwi.com’s add-ons and insurance policies. While they may offer some protection against disruptions, the coverage is often limited, and claiming benefits can be difficult. Evaluate whether these add-ons provide sufficient value compared to purchasing travel insurance separately.