Nightmare - left stranded. No refund.

⭐ 1 STAR – KIWI.COM HAS BEEN AN ABSOLUTE NIGHTMARE

I have never experienced such a frustrating and unacceptable customer service experience as I have with Kiwi.com.

My Fastjet flight from Harare to Johannesburg was cancelled, and I was left stranded and forced to make alternative arrangements at the last minute. I had to purchase a completely new ticket for around USD 200, pay another USD 41 to change my connecting flight, and spend approximately USD 50 on accommodation.

That is almost USD 300 in unexpected expenses — money I should never have had to spend if my original flight had operated as booked.

I provided Kiwi.com with supporting documents, including my original ticket, replacement ticket and proof of payment. Yet instead of taking responsibility and properly helping me, I have been going around in circles. Kiwi keeps telling me that they do not have official confirmation from Fastjet that the cancellation was involuntary.

How is the customer supposed to obtain an airline's internal records?

I booked through Kiwi.com and expected them to assist me when something went wrong. Instead, I have been left to deal with the consequences, the financial loss, the stress and the inconvenience completely on my own.

What makes this even more infuriating is that Kiwi.com appears more interested in protecting itself from paying a refund than in actually helping a customer who was genuinely affected by a cancelled flight.

I did not cancel my flight. I did not voluntarily change my plans. The flight was cancelled, and I was forced to find another way to reach my destination.

The whole experience has been exhausting and incredibly stressful. I have spent far too much time explaining the same situation, providing documents and waiting for a resolution, only to receive responses that essentially push the responsibility back onto someone else.

Kiwi.com, this is not how you treat customers.

I trusted your platform with my travel arrangements, and when things went wrong, I expected support. Instead, I feel completely abandoned.

I strongly urge other travellers to think twice before booking through Kiwi.com. A cheap or convenient booking means nothing if you cannot rely on the company to stand behind you when there is a serious problem.

I want my refund. I want Kiwi.com to take responsibility and resolve this matter instead of continuing to make excuses and pass the responsibility around.

This has been an extremely disappointing, stressful and financially damaging experience. Kiwi.com has completely lost my trust.