I decided to book through Kiwi to save around 1,000 baht, but it’s turned out to be a terrible decision. While the upfront price looked cheaper, I’m now potentially facing an extra 5,000 baht just to add luggage — something that should be simple.
The biggest issue is the lack of transparency and support. Kiwi doesn’t make it easy to access the airline booking reference, which means you can’t manage your booking directly with the airline. This creates unnecessary stress, especially when you’re close to your departure date.
Their customer service is also not good enough. It’s mostly bot-based and feels very robotic. When I specifically requested to speak to a human, it still took an age to get any meaningful response. In situations where time matters, that just isn’t acceptable.
It feels like they piece together flights from different airlines in a way that benefits them, but makes things far more complicated (and expensive) for the customer. What looked like a good deal quickly turns into a frustrating and costly experience.
Overall, I’m not impressed at all. I would strongly recommend booking directly with airlines instead — it’s more reliable, more transparent, and in the end, probably cheaper.
Avoid if you can.
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