Kiwitaxi Reviews

Name: Kiwitaxi
Address: Suite 4054 Mitchell House, 5 Mitchell Street, Edinburgh, Scotland
Rating: 4.65

4.7 Rating 1,109 Reviews

100 %

of reviewers recommend Kiwitaxi

Company Reviews

Metrics

Info

4.7

Based on 1,109 reviews

Shipping & Delivery
Delivery Methods	Own Driver
Customer Service
Communication Channels	Email

About Kiwitaxi:

Kiwitaxi.com is an international airport transfers booking service. We perform transfers in all the most popular countries in the world.

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Location:

Suite 4054 Mitchell House, 5 Mitchell Street,
Edinburgh
Scotland
EH6 7BD

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Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I am in the same situation as many other users where I had to cancel two reservations in Italy due to COVID; Sorrento and Naples. The initial communication was good and "the financial department was working on the refund" That was in June and now 7 months later there is no communication and no response. Do not use this company.”

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“Had a trip booked for July, cancelled in May as per Ts&Cs and have been chased for my refund ever since. You have been withholding my money for 7 months and it is a disgrace”

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“What a terrible company! Cancelled my booking in April, and still no refund. No answers on my mails. Service is terrible, never book a taxi here!”

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“I have waited 6 months to be refunded for a €400 trip that had to be cancelled due to the current Corona virus outbreak. The company seem very reluctant to issue any refunds and are still operating, think twice before booking and only use your credit card.”

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“This vendor is not paying invoices for the provided services. In our case, it was Microsoft License for Azure Services. We are not recommending to work with this organisation. After multiple attempts to contact the Director of the company Mr Evgenii Fedorov, company have not even replied and have an outstanding balance.”

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“Very expensive, you can find a cheaper option on another companies.”

Helpful Report

Hello, Thank you for your feedback. Yes, the price can seem to be high when you compare it with other companies, but let me explain what is already included in the price: The price is fixed and it won’t change according to address within the city. Also price doesn’t depend on time en-route, if you are stuck in traffic or have to stop on traffic light, even when you drive through toll road, price won’t change. You know in advance full how much you need to pay. The driver will meet you with a nameplate with your name: you don’t need to call him or look for him. You will know that the driver is waiting for you. This is extremely convenient if you needed to be picked up at the airport or in some other place, where you have never been and you don’t really know the environment. If service is more important for you than a price tag - we will be glad to work with you again.

“Poor experience. Pick up from Buenos Aires EZE airport was late despite proactively sharing landing arrival times. Baby seat requested with pick up was far below standard to the point of unsafe. Not properly secured. Belt unable to be tightened and frail. Driver used social media apps and sped while driving. For the cost of this transfer you are better off using a regular taxi found at the airport (with ease) and at a fraction of the price charged by Kiwi Taxi. Return trip saw on time pick up. However, again speeding by driver to the point he was requested to slow down due to being far in excess of limit. Same issue with baby seat”

Helpful Report

Hello, Thank you for your feedback. We're sorry to know that the transfer wasn't provided on a good level and you have experienced some problems with the child seat. Please accept our deep aplologies regarding this matter. We will share this information with the specialists to eliminate this issue. As for the driver, this is surely unaccaptable to drive fast and also use phone while driving. Thank you for letting us know about it, we will work harder to improve our service. Once again, please, accept our deep apologies. If you give us a second chance, we will be glad to provide you better service.

“We paid £38 via this app for a Kiwi Taxi Service. No one was at the airport to meet us. We called the driver and dispatch. We were eventually collected 35 minutes late. We then had to walk half a kilometre in wintery weather to an old car. The driver was using social media apps on his phone when driving at high speeds. He did not have any change at our destination and we were forced to pay 25% more. On filing a complaint to Kiwi Taxi’s, the representative Olga commenced a campaign of email looping and are still avoiding the issue. Uber / Ghett taxi from the airport are a fraction of the price.”

Helpful Report

Hello, Thank you for your feedback. We're sorry to know about this incident, please accept our deep aplologies. Right at the moment our specialists from quality control center are investigating this issue with our partner who was in charge of your transfer, they are keeping in touch with you via e-mail. This is truly unacceptable to be late for transfer and also using phone while driving, the driver noted that he should use wireless earphones if he has to make a call. Also we advise our customers to have exact amout of money which is mentioned in the voucher or if you need to have a change, please let us know in advance so we can pass this information to the driver and he will have a change. Once again, please, accept our deep apologies regarding this matter. We hope you give us a chance to show that we can do better than that if you ever decide to choose Kiwitaxi again.

“Dont book with KiwiTaxi. They wont show up to pick you up. They will not pay your consequential damage. That was my experience in St petersburg. Very awfull experience”

Helpful Report

Thank you for your feedback. We are very sorry that you had a bad experience with us and we apologize for the driver not being at the meeting point even though they should have been. And we will definitely refund the money that you had spent for the transfer that wasn't provided. If you have questions, please do not hesitate to contact us so we could help you.

“The driver was stopped at the border and not allowed to proceed to Georgia from Azerbaijan leaving us stranded there. No apologies but a statement from this rubbish company that we had left with friends at the border! (We were rescued by some kind people that we had encountered the day before during our touring). Avoid these dishonest people at all cost.”

Helpful Report

Dear Marianne, Thank you for your review. We apologize for the inconvenience and the issues you had on your trip. It is truly horrible that you had to look for alternative transportation. We will carefully look into the situation that you described and demand the answer to why your transfer wasn't completed to the fullest. We'll stay in touch with you.

“Rude abusive driver who refused to take us and our luggage; it was outsized but I’d checked with the company and booked appropriately as advised by them, and paid in advance. No response from the company to my request for my money back as service booked was not provided. Disgraceful”

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“ I've ordered a Kiwi Taxi service (a business class car) from Genova airport to Piazza Principe railway station. I've made a 100% prepayment, received a confirmation letter and was told the driver meets me when I arrive with a kind of nameplat. So, I arrived and nobody met me. Nobody answered me when I called a number I found in my confirmation letter... Then i contacted the Kiwi Taxi clients support service. A call-center guy couldn't contact to the transfer agency they cooperate with. So, I spent about an hour in the airport waiting for any solution. But I haven't got any help. I had to take a cab nearby the airport by myself and pay for my travel again. I almost missed my train... As I was told by the Support Service officer later, there was a big flight from Tel-Aviv that arrived the same time with me. So, all the cars from that transfer agency went to meet passengers from that flight. Allow me to remind, there was 100%-prepayment from me... I don't thing that was an acceptable excuse, to be frank. I was really shocked. I would never recommend this service to anyone.”

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Dear Anna, We deeply apologize for this situation. It is truly horrible. We will look into this issue carefully and make sure situations like this never happen again. Considering we have failed to provide you with the transfer, we will refund the whole amount of the prepayment.

“Transfer from Airport to Istanbul was fine but return was not. Driver did not show up on time and when we did not hear from him we decided we had to get a taxi instead. Later received a Whatsapp message but it was too late. I was asked for my contact number but did not receive any phone call.”

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Dear Stephen, We are deeply such a situation had occurred. The driver indeed was not able to meet you on time as he somehow had picked up the clients who happened to have similar names as you. The driver had picked them up, thinking it was you. This incident was our fault and we will do our best to prevent such situations in the future. Since we’ve failed to provide the required service we will compensate full amount. If you have any questions, please contact us via email which is support@kiwitaxi.com or via online chat on our website.

“My flight was delayed, the driver didn't show up but the company yet charge me the full fare. Be aware”

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“Prague: Taxi was late 40 min (transfer from airport). Driver didn't know the terminal where we arrive. He parked the taxi at some hotel parking where we had with a 3yr kid to walk with our luggage. He didn't have a car chair for our kid (it was prepaid!), he made us to go by taxi without a car chair to his colleagues to pick up the chair... Never ever to book or recommend...”

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“No taxi arrived morning of our flight after receiving confirmation the morning before. Me, my sister and 4 children missed our flight home”

Helpful Report

Dear Brennan! First and foremost, before we provide an explanation we would like to apologize for the situation you had to indure. We fully understand your frustration and we would have felt the same in your case. The reason why your transfer got cancelled not long before the transfer's beginning was in the fact that we could not find the available cars for you. As you can understand, your route was quite specific and we have the limited number of the drivers available in the region. After an intense searching and going through every driver who could have provided the transfer for you we realized that we had no available cars for you. We obviosly were frustrated with the situation as it is not our intention to cause any kind of frustration or resentment in the client. On the contrarory, we strive for more than satisfaction from our clients after using our service. As soon as we have come to the definite conclusion it was impossible to fulfill the transfer for you we sent you an email informing you about it. It was 11 hours before the transfer's beginning. We understand that the time when you were sent the email with such disappointing information was limited, but it was possible to discover this email by you before the transfer's beginning as the email address is the main form of communication when dealing with our company. Obviously, the cases when we can not find the available cars are quite rare but they are still possible. Therefore, we would like to note that according to our Transfer Search and Booking Services Offer which you can find following the link https://kiwitaxi.com/en/docs/individual+customer+offer (clause 10.4.) "In rare cases related to the transporter’s violation of its obligation and other unforeseen extreme circumstances, we shall be entitled to cancel the booking with full refund of the amount paid.". In other words, you were informed about the inability to fulfill the order through the email you had left as the form of communication as soon as we realized the transfer can not performed. Please, accept my most sincere apologies for the situation and for the fact that you missed your flight that day. We are truly sorry you had to go through that. Obviously, the money you had prepaid which equal 35 EUR will be refunded to you. In fact, the process of refunding the money was activated as soon as your booking got cancelled and the email regarding it was sent to your email. Since some time had already passed after that you might have already received the money to your card. We thank you in advance for your understanding! We would like to reassure you that we appreciate you as a client and if you ever decide using our services we will take your bookings under the special control to make sure you are provided with the best service possible. If you have questions, please contact us by Email support@kiwitaxi.com or via online chat on our website.

“We waited for hours for our driver to come, the driver did not show up (or if he did- it was ever so briefly, in a place where we could not find him), the company would not help us to find another car, we were several hours late to our next location, and the company still charged us for the ride. I've tried to raise the decision to a higher level to help them understand their mistake before writing this review, to no avail. Kiwi works well, if you are able to locate your driver. If you are unable to connect with your driver within 15 minutes, you are screwed. Rather than saying when they discover the problem - “oh no! I’m so sorry that this happened. Let me call the driver, find out where he is and help you to connect.” The company will instead, inform you that he left, not help you to find another driver, and will launch an impersonal investigation to prove that it is your fault. All the driver has to do is take a picture of himself there, call you long enough to show that he dialed your number, take a screenshot, and the fault is the customers. If you book with Kiwi, HIGHLY recommend that you take time-stamped pictures of yourself, screenshots every time you call the driver and he does not pick up, and get witness signatures of everyone around you as well as their names and phone numbers, so that you have enough evidence to prove how hard you tried. And then you MIGHT have a chance of avoiding a charge for a ride that did not come.”

Helpful Report

Hello, We are very sorry for that. The driver left his car in the car parking and he went to the hotel lobby to meet you. As you can see from the proving documents he tried to contact you a lot of time, but your phone number was not available. According to our Terms&Conditions, the mobile phone of the passenger stated in the booking request must be switched on and available for incoming calls at the moment of the transfer start, during the waiting time and until the meeting of the passenger with the transporter’s representative. If the free waiting time lapsed and the passenger failed to appear at the meeting place stated in the voucher and failed to answer the incoming telephone call from us or from the transporter, the latter shall be entitled to refuse from the performance of the transfer and to leave the meeting place. It is extremely important for the driver to meet the client, since every order that is not fulfilled spoils his statistics. As we can see he did his best to meet you on time and the driver also informed us that he didn't see you there (I showed him your photo). We regret that your transfer did not take place however any violation of the service rules has not been detected.

“Booked a transfer from the airport to Istanbul, they kept me waiting and referring me to 3 different people, none of whom even asked me how I was doing, let alone assisting with the luggage. Every time I asked how long would it take I was told 1 minute. After a long wait some van arrived, once inside it was dark, there were curtains everywhere and I couldn't open the door. I asked the driver to let me out to retrieve something from my bag and once out I left and took some bus to the city centre. Quite an scary experience. Can't imagine what it would feel like for a woman travelling alone. AVOID”

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“After waiting one and half an hour at the meeting point for a car we were informed that they could not find any available car for transfer from Sabiha Gokcen to Fatih district. When they found one we were sharing the car with another couple and the trip took more than 2 hours!!!”

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“The driver wasn't at the airport when we arrived. We lost one hour trying to reach somebody. Finally, we get autobus and tube. They didn't refund us, after a blabla party for several weeks... Not serious.”

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Kiwitaxi is rated 4.7 based on 1,109 reviews