I have applied for the Refund. Great support from the supporting team. Khrystyna Malko is doing a great job in following up my concerns and updating me. Still working on it, but hope this process will... See more
Company replied
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Review summary
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Reviews shaping this summary
Quite a disaster. Made a booking, wanted to add this booking to the airline app, booking is nowhere to be found, need to make a new and now much more expensive booking because kiss and fly could... See more
Company replied
I have booked already several times and everythink has always worked perfectly. The booking process is easy and clear with no hidden fees and no additional costs afterward. Tickets are issued very qu... See more
Company replied
Today I've bought a flight tickets for my journey but unfortunately after two hours due to unexpected circumstances I had to resign it. I wrote a message to Customer Support and got nice and qucik... See more
Company replied
Company details
Written by the company
Kissandfly.com is a leading online travel agency specializing in comprehensive travel services. We offer a wide range of services, including flight and hotel reservations, making planning your trip convenient and secure. Thanks to the intuitive interface of our site, you can quickly find the best options for your trip at the best prices. Our goal is to provide our customers with the highest level of service and support at every stage of their journey. Entrust your travels to Kissandfly.com - your reliable partner in the world of travel.
Contact info
Harju maakond, Kesklinna linnaosa, Jõe tn 3-302, 10151, Tallinn, Estonia
- USA +12026604060
- info@kissandfly.com
- kissandfly.com
3.2
Average
1K reviews
Replied to 100% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Did not deliver any tickets
They offered the cheapest alternativ for a flight but did not deliver.
I bought it. They answered 12h later that they did not manage to buy the ticket.
From this I summarise that they will only deliver a ticket when it would have been cheaper to buy it directly from the true airline.
The ticket was available from the true airline at the time so I bought it myself but at a higher price, as we now where one day closer to flight.
By Swedish law I know I can force them to pay the difference but I will not due to the time involved. This is of course the basis for their business model.
Their homepage for submitting a refund does not match the instructions. I will give them one more day before canceling the transfer through the bank.
28 March 2026
Unprompted review
Reply from Kissandfly.com
Dear Jonathan,
Thank you for your feedback.
We understand how disappointing and frustrating this situation must have been, especially given how close your departure date was and the fact that you had to arrange another ticket at a higher price.
Please allow us to clarify the situation. At the time we were attempting to issue your tickets, we unfortunately did not receive final confirmation from the airline regarding the availability of seats on the requested flight. Situations like this may occur when there are only about two days left before departure and ticket availability changes very quickly due to high demand. Because of this, we were unable to complete the ticket issuance and had to cancel your booking.
Regarding the payment, please note that the funds were not actually charged by our company. They were only temporarily blocked in order to verify the validity and solvency of your bank card during the booking attempt. After we were unable to issue your tickets, the funds were released by our side on the same day, and they should already be visible on your bank account.
If the amount is still not reflected in your account, we kindly ask you to contact your bank’s support service, as the exact time needed for the released amount to become visible may depend on the bank’s internal processing procedures. We have also sent you a document by email which you may use when contacting your bank to уточнити the status of the transaction.
We sincerely regret that this booking could not be completed successfully in your case. If your issue has now been resolved and the released amount is visible on your account, we would be grateful if you would consider updating your review and rating to reflect the current status of the case.
Got PNR within 5 minutes
My experience was easy and straightforward. I bought the ticket online, got the PNR about 5 minutes later! It’s worth noting that whilst this was my experience, I cannot guarantee if it’ll be the same for everyone.
27 March 2026
Unprompted review
Reply from Kissandfly.com
Dear Meya Stephen Kenigbolo,
Thank you very much for sharing your experience with us.
We are glad to hear that the booking process was easy and straightforward for you, and that you received your PNR so quickly after completing your purchase. It is always important for us to make the booking experience as smooth and convenient as possible.
We also appreciate your balanced and thoughtful comment. Thank you for choosing our service and for taking the time to leave your review.
Surpassed expectations
Not going to lie I was super scared seeing the negative reviews on this, and the google flights price for my flight from Tokyo to Nagasaki was like 60% less than every where else, but u figured I would take a chance and was surprised I got my boarding pass and got in fine😂 This was so much cheaper than the alternatives and this saved me probably over $500 I HAD TO write a good review. I think if you’re doing a non international one way flight it’s easy to use! Saved me so much money and I got to my destination, can’t applaud more 10/10
25 March 2026
Unprompted review
Reply from Kissandfly.com
Dear Matthew O'Donnell,
Thank you so much for taking the time to share such a detailed review.
We truly appreciate your honesty, and we completely understand why seeing negative reviews at first could make you feel unsure. That is why it is especially valuable to hear that your experience turned out to be smooth, successful, and so much more affordable than the alternatives.
We are very glad to know that you received your boarding pass without issues, reached your destination successfully, and were able to save a significant amount on your trip. It is always great to hear when our service helps customers find a convenient and budget-friendly option.
Thank you again for your trust, your kind words, and your recommendation.
I was having trouble finding my ticket…
I was having trouble finding my ticket number and the support team helped me really quick and effectively
26 March 2026
Unprompted review
Reply from Kissandfly.com
Dear Lucia Mariana Hoyos Ruiz,
Thank you for taking the time to share your feedback.
We are very glad to know that our support team was able to help you quickly and effectively in finding your ticket number. It is always important for us to provide clear and timely assistance whenever our customers need support.
We truly appreciate your kind words and your trust in our service.
they really helped me about my issues
they really helped me about my issues
27 March 2026
Unprompted review
Reply from Kissandfly.com
Dear Cesar Cantos,
Thank you for your kind words and for sharing your feedback with us.
We are very glad to know that our team was able to help you with your issues and provide the support you needed. Your satisfaction is very important to us, and it is always encouraging to hear that our assistance was helpful.
We truly appreciate your trust and hope to assist you again whenever needed.
Never buy flights tickets kissandfly…
Never buy flights tickets kissandfly super strees today I almost missed my flight BOABVEZ1 booking number
25 March 2026
Unprompted review
Reply from Kissandfly.com
Dear Naseer,
In order for us to identify your booking and check the situation in detail, please provide your booking reference or the email address used for the purchase. We would also appreciate it if you could share more details about what exactly happened, so we can review your case more carefully.
UPD 26/03
Dear Naseer,
Thank you for providing the details needed for identification.
We have checked your booking and can confirm that the ticket under your reservation was successfully issued, and the service on our side was provided.
We were also unable to find any requests from you by email regarding a missed flight or issues related to boarding. Therefore, we kindly ask you to describe in more detail what exactly happened at the airport so that we can review the situation and provide you with comments.
Alternatively, you may send us a detailed request by email to info@kissandfly.com
, and we will review your case more thoroughly.
I had a small issue with incorrect…
I had a small issue with incorrect passport nationality in my booking.
Customer support responded quickly and handled the request professionally.
Sofia Hronska was very helpful and guided me through the process clearly.
Appreciate the support and smooth communication.
25 March 2026
Unprompted review
Reply from Kissandfly.com
Dear Nikolay E,
Thank you very much for your kind review. We are pleased to know that your issue was handled quickly and professionally, and that the communication with our support team was smooth and clear.
It is especially rewarding to hear that Sofia Hronska was able to assist you effectively and guide you through the process in a clear and helpful way. We will be happy to share your kind words with her.
We truly appreciate your feedback and your trust in our service.
The website is very usefull,very easy…
The website is very usefull,very easy to use and very fast. The assistants are very fast. The assistant called Sofia Hronska is a great worker. I 100% recommend that you use the website
25 March 2026
Unprompted review
Reply from Kissandfly.com
Dear Omar Al-Othman,
Thank you very much for your kind review and for your recommendation. We are truly pleased to know that you found our website useful, easy to use, and fast.
It is especially rewarding to hear that our support team was able to assist you quickly and that Sofia Hronska made such a positive impression. We will be very glad to share your kind words with her.
Your feedback means a lot to us and encourages our team to continue providing efficient and helpful service to every customer.
Impossible Customer Service and No Refund for Cancelled Flight
Airline cancelled flight and provided a refund 3 months ago. Kissandfly refuses to refund even 3 months later saying their refund department is figuring it out and will email me within one day. 3 months of this back and forth and 0 emails and 0 progress. Scam and a fraud of a company. 7KYH2TY7
24 March 2026
Unprompted review
Reply from Kissandfly.com
Dear Jared,
Thank you for your feedback.
We would like to inform you that your refund request was successfully processed today. Please be assured that your case was not ignored. Throughout this time, the request remained under review and was being handled in accordance with the refund procedure required for airline tickets.
The delay was caused by the fact that we are only able to complete the refund process after receiving the airline’s authorization for the refund request and after the necessary settlement procedure has been completed between the parties. Unfortunately, until these steps are finalized, we do not have the technical possibility to complete the refund from our side earlier.
Now that this stage has been completed, your case has already been transferred to our financial department so that the funds can be returned to the purchaser’s bank account used for the original payment as quickly as possible.
We understand that waiting this long has been deeply disappointing, and we sincerely regret the negative experience this has caused. At the same time, we want to assure you that work on your case was ongoing, and the request was followed through until it could finally be moved to the payment stage.
Please wait a little longer while the refund is being finalized. We truly appreciate your patience.
UPD 25/03
The refund was processed today, March 25. The full amount paid for the tickets has been returned to you.
Usually, the funds are credited to the purchaser’s account within 1–3 working bank days. If the funds do not reach your account after this period, we will provide you with a refund confirmation, which you may use to check the transaction status with your bank.
Should the matter now be resolved to your satisfaction, we would truly appreciate it if you might consider updating your review and rating to reflect the latest status of your case.
Minimal service
This site is the most lackluster service I have ever experienced, taking payment for my seat without securing my flight ticket. What a ludicrous idea
They do not live up to their policy of 24 hour service and booking. It took them about 32 hours and after I contacted them myself my payment was declined even though I had confirmation that the tickets were mine. They were booked 5 days before departure.
Only flight departing at the time I can and there is only space on business it at overpriced price.
Thanks for the minimal service.
24 March 2026
Unprompted review
Reply from Kissandfly.com
Dear Lars Ferslev,
Thank you for taking the time to share your feedback.
We would like to clarify the situation regarding your booking. At the moment when we attempted to issue your tickets, unfortunately, we did not receive confirmation from the airline that seats were still available on the selected flight under the fare you had chosen. For this reason, we were unable to finalize the ticket issuance and had to cancel the booking.
We understand that this situation may have been disappointing, especially given the proximity of your departure date and the limited alternatives available. At the same time, we would like to clarify the matter regarding the payment. The funds were not charged by us as a completed payment for issued tickets. They were only temporarily blocked in order to verify the validity and solvency of your bank card during the booking process.
After it became clear that we were unable to issue the tickets, the funds were released from our side on the very same day. Therefore, they should already be reflected back in your account balance. If the amount is still not visible on your side, we kindly recommend contacting your bank’s support service, as in some cases the timing of reflecting released funds depends on the bank’s internal processing procedures.
We have also sent you a document by email that you may use when contacting your bank to clarify the transaction status.
We regret that this experience did not meet your expectations and appreciate your feedback, as it gives us the opportunity to provide additional clarification regarding the booking and payment process.
Reply from Kissandfly.com
Dear Milos Cikaricc,
Thank you for your feedback. We are sorry to see that you were dissatisfied with our service.
In order for us to check your case in detail, please provide your booking reference or the email address used for the purchase. We would also appreciate it if you could describe in more detail what exactly happened and what caused your dissatisfaction, so we can review the situation properly.
They scammed me on 400 euro
They scammed me on 400 euro. Sold SAS tickets in Feb 2026.
The day before departure they said my flight is cancelled and offered a later flight. I checked with SAS the flight is not cancelled, the fraud is kiss and fly never paid SAS so ticket got cancelled. Kiss and fly tried to get me to accept a cheaper departure for them(not sure if they would issue that ticket), but since I had a meeting I couldn't accept. One month later I am still waiting for the refund. They claim waiting on the airline and I have told them that Kiss Fly never paid SAS so no reason to wait. This company is clearly a criminal organisation, stay away. Filing police report.
24 February 2026
Unprompted review
Reply from Kissandfly.com
Dear Fredrik Bengtsson,
Thank you for your feedback. We are truly sorry for the situation you described and understand how upsetting and stressful it is to wait for a refund, especially after your travel plans were disrupted so close to departure.
We would like to clarify that your ticket refund request has already been successfully processed on our side. At this time, we have sent the refund request to the airline and are currently awaiting their authorization.
Unfortunately, due to technical limitations of the refund process, we are unable to complete the refund from our side until the airline authorizes the ticket refund request in their system. Until this authorization is received from the airline, there is no technical possibility for us to finalize the refund.
We understand that waiting is frustrating, especially in a situation where you expect the matter to be resolved as quickly as possible. Please rest assured that your case remains under processing, and as soon as we receive the airline’s authorization for the refund, we will immediately inform you by email sent to the purchaser’s email address.
We sincerely regret the inconvenience caused and appreciate your patience while this process is being completed.
Ticket price is cheap. CS is excellent.
I purchased a ticket through them, which was half the price of any other ticket seller. I then had change of plans so requested them for a refund and that is still under process hope i get that. Having said that though i wanna give a huge shoutout to Marria the customer service agent, She was very polite and made me feel really good. Hope my problem is solved. But they are definitely great people to do business with in the future.
18 March 2026
Unprompted review
Reply from Kissandfly.com
Dear Mohammad Sufizada,
Thank you for your kind words and for sharing your experience with us.
We are very pleased to know that you found our ticket prices competitive and that our customer support left a positive impression on you. Your special words about Maria mean a lot, and we will be sure to pass your appreciation on to her.
We also appreciate your patience regarding your refund request. Please be assured that such requests may require additional processing time, but we always do our best to assist our customers and provide support throughout the process.
Thank you once again for your trust. We will be happy to assist you again in the future.
My experience will your agent Khrystyna…
My experience with your agent Khrystyna Malko was wonderful! She’s very knowledgeable and acted quickly to help with my issues. Khrystyna Malko was incredibly kind too!
18 March 2026
Unprompted review
Reply from Kissandfly.com
Dear William,
Thank you so much for your kind words and for taking the time to share your experience.
We are truly happy to know that Khrystyna Malko was able to assist you quickly, professionally, and with kindness. Your feedback means a lot to us, and we will be sure to pass your appreciation on to her.
We are grateful for your trust and look forward to helping you again in the future.
Horrible - don't go for it.
I've never seen anything worse than this site. they take your money and disappear. no customer service. they don't reply emails, chat is all bots and even real agents talk like bots.
i cannot reach out to anyone, this is ridiculous.
12 March 2026
Unprompted review
Reply from Kissandfly.com
Dear Ali,
In order for us to identify your booking and check the details of your case, please provide your booking reference number or the purchaser’s email address.
Once we receive this information, we will be able to review the situation more carefully.
The horror continues…
I made a previous review of how the company engaged in fraudulent behavior, but now it got even worse!! My flights got cancelled due to a strike at Berlin airport. However, the kissandfly refuses to believe that even though it is all over the news and on the airports website. They refuse the refund because it is a non-refundable ticket. However, when the flight is cancelled I am eligible for a full refund. The customer reps are not great, I’ve been waiting multiple times for very long time, just for the issue not been resolved. I strongly recommend for everyone to stay clear!! Terrible company.
Update:
They say that they contacted the airline for a refund. It usually takes maximum 7 days to get the refund from the airline, but two weeks later - I haven’t heard back from kissandfly and they ignore my emails. I send them emails requesting an update, but was met with silence. This review seems the only way how they actually react to my requests.
Update 2.0:
Another month passed and kissandfly is not replying to my emails and has still not sent the refund. This is definitely unlawful as they have not provided the service I paid for and they still do not properly process the refund.
Update 3.0:
Despite the airline cancelling the service over 1.5 months ago, KissAndFly continues to hold my funds, claiming they are "waiting for authorization." This is a direct violation of:
• EU Regulation (EC) No 261/2004, Art. 8 Para. 1 (a): Which mandates that a full refund must be paid within 7 days of a flight cancellation.
• German Civil Code (BGB) § 323 & § 346: Since the service paid for cannot be provided, the contract must be reversed immediately.
Their "technical inability" to pay is an internal business issue and does not legally excuse them from their statutory obligation to the consumer. I have already set a final deadline for May 13, 2026.
If the refund is not processed immediately, I will be escalating this to the Luftfahrt-Bundesamt (LBA) and the SÖP (Schlichtungsstelle für den öffentlichen Personenverkehr), and initiating a credit card chargeback for "Service Not Provided."
KissAndFly: Process the refund now. Stop hiding behind "settlement" excuses.
13 March 2026
Unprompted review
Reply from Kissandfly.com
Dear Jessica Kroll,
We would like to inform you that we have reopened your refund request and it is now being processed again. We will clarify with the airline the possibility of an involuntary refund. Please wait for the next update by the purchaser’s email.
Previously, your refund request had been closed because, at the time of checking the booking on the airline’s website, the flight was still shown as “on time”. A screenshot confirming this was sent to you by email.
We understand how important this matter is for you, and we are now continuing to work on your case. If you feel that the reopening of your refund request and the further handling of your case should also be reflected in your feedback, we would be grateful if you could consider updating your review and rating accordingly.
UPD 31/03
Dear Jessica Kroll,
We would like to inform you that your ticket refund request has been successfully processed from our side.
At the moment, we have already submitted the refund request to the airline and are currently awaiting its authorization. Due to technical reasons, until the airline authorizes your ticket refund request, we do not have the technical possibility to complete the refund processing from our side.
Please kindly wait. As soon as we receive the airline’s refund authorization, we will immediately inform you by the purchaser’s email address.
UPD 04/05
Dear Jessica Kroll,
First of all, please accept our sincerest apologies for the frustration and inconvenience this situation has caused you. We completely understand your disappointment and truly regret the negative experience.
Please be assured that we have not forgotten about your case. Our team is continuously monitoring the situation and staying in contact regarding your refund request.
At the moment, we are still awaiting the completion of the settlement process with the airline. Unfortunately, until this stage is finalized, we are unable to proceed with the refund from our side. However, according to the latest information available to us, this should not take much longer.
We kindly ask for a little more patience and would like to reassure you that as soon as we receive any updates, we will inform you immediately.
Once again, we are very sorry for the inconvenience and appreciate your understanding and patience during this process.
Worst customer service I’ve ever…
Worst customer service I’ve ever experienced. No support at all. After the airline changed the time, they are not offering an alternative flight. Instead, ask to change the flight by paying additional fees. I did email and received the worst response. I called them they disconnected the call in the middle of the conversation. The lady in customer care talked rudely and carelessly. I will never ever book flights through this website and won’t let anyone book either in my company. Worst of all. My booking reference is EURWS7WY. When I asked the airline, they said to contact 3rd party, and the airline allows rebooking if the delay is more than 1 hour. But when I asked Kissandfly, they said the Airline is not allowing unless it is 3 hours.
Update 28/03/2026
Yes I will change my review accordingly once ai get the reply from the airline. Thank you.
18 March 2026
Unprompted review
Reply from Kissandfly.com
Dear Customer,
In order for us to identify your booking and check the details of your case, please provide your booking reference number or the purchaser’s email address.
Once we receive this information, we will be able to review the situation more carefully.
UPD 18/03
Dear Customer,
We have checked your booking reference E******Y and would like to clarify that an alternative option for May 14 was provided to you, and we can see that this option has already been confirmed by you.
At the moment, the requested changes are being additionally coordinated with the airline. As soon as we receive the airline’s confirmation whether these changes can be processed without any additional payment, we will immediately inform you by email.
We sincerely regret any inconvenience caused by the communication around your case and appreciate that you also contacted us with your booking details here.
If the final resolution of your case meets your expectations, we would be very grateful if you could consider updating your review and rating accordingly.
Falsely advertised I could add baggage…
Falsely advertised I could add baggage after purchase on their site or airline site; none of which is true. And they have not responded to multiple forms of customer service request over a week for answers. NEVER BOOK with these lying criminals, possibly worse than edreams and that’s saying something. Felix in particularly was useless.
Update:
AMAZINGLY AFTER WASTING 8 HOURS OF MY HOLIDAY WIH CUSTOMER SERVICE THEY’VE NOW CREATED AN OPTION FOR ME TO ADD BAGGAGE ONLY AFTER THIS TRUSTPILOT REVIEW, NO APOLOGY OR ANYTHING. SHOCKINGLY ONCE THEY TOLD ME IT WAS NOT POSSIBLE, I MADE OTHER ARRANGEMENTS. NOW ONLY AS I NEED TO GET PREPARED FOR AIRPORT & AFTER A NEGATIVE REVIEW HAVE THE GIVEN ANOTHER OPTION, BUT IT’S TOO LATE AFTER I WASTED A WHOLE DAY OF HOLIDAY TRYING TO DO THIS. NEVER EVER BOOK WITH THESE CRIMINALS, AND LEAVE A NEGATIVE REVIEW HERE FIRST IF THEY FALSELY ADVERTISE OR RIP YOU OFF BECAUSE IT’S THE ONLY THING THAT MADE THE CUSTOMER SERVICE STOP INSULTING ME AND FIND A SOLUTION.
AVOID AVOID AVOID AVOID - THEY’RE CRIMINALS.
17 March 2026
Unprompted review
Reply from Kissandfly.com
Dear Hayden S.,
We would like to clarify that we can offer an additional baggage payment option for your booking. More detailed information has already been sent to the purchaser’s email address, and we are currently awaiting your response.
Please check your inbox, including spam or junk folders, and reply to our email so we can proceed further based on your confirmation.
UPD 17/03
We understand from your previous messages that baggage was required for your travel.
For this reason, we checked the baggage issuance possibility once again and informed you that we are able to provide this service for your booking. There is still time before departure, and the additional payment request for baggage has already been issued to you.
At the same time, please note that the ticket cost cannot be refunded, as the booked service has been successfully provided by us.
UPD 17/03
We would like to inform you that the baggage has already been added to your booking.
Please note that the invoice remains active.
If you have any additional questions, please feel free to contact us.
Very easy and smooth process
Very easy and smooth process, I found the ticket price that we were looking for and received the tickets via email and WhatsApp sooner than expected. Outstanding experience!!!
15 March 2026
Unprompted review
Reply from Kissandfly.com
Dear Alex,
Thank you very much for your wonderful feedback.
We are delighted to know that the booking process was easy and smooth for you, and that you found the ticket price you were looking for. It is also great to hear that you received your tickets by email and WhatsApp sooner than expected.
Your kind words mean a lot to us, and we are truly happy that you had such an outstanding experience with our service.
Mariia Ivasiuk from KissFly was very helpful
Mariia Ivasiuk from Kiss and Fly team helped me very promptly with all my questions related to my booking in Japan. I booked from this website for first time and it was a great experience. Please bear in mind that post payment it takes around 3-24 hours for issuance of ticket and PNR. I got my tickets within 5 hrs and the experience was very smooth.
14 March 2026
Unprompted review
Reply from Kissandfly.com
Dear Customer,
Thank you very much for your kind feedback and for taking the time to share your experience.
We are truly pleased to know that your first booking with Kiss and Fly went smoothly and that Mariia Ivasiuk was able to assist you promptly with all your questions regarding your booking in Japan. It is wonderful to hear that you received your tickets within 5 hours and that the overall process was clear and convenient for you.
Your note about the ticket issuance time is also very valuable, and we sincerely appreciate your understanding.
We will be sure to share your kind words with Mariia. Thank you once again for your trust and recommendation.
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