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
Created with AI, based on recent reviews
What people talk about most
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.
Reply from Kissandfly.com
Dear Mwaniko,
Thank you for taking the time to share your feedback. We truly appreciate it.
It’s great to know that your experience with our service was positive. If you ever need any assistance in the future, please feel free to reach out to us.
I STAY AWAY from KISSANDFLY!!!
I bought the ticket through Kissandfly. The airline, Batik Air, moved my return flight from Langkawi to Kuala Lumpur from 1:00 PM to 3:00 PM. I landed in Kuala Lumpur at 4:00 PM, which reduced my layover time by two hours. This meant I had exactly two hours until my connecting flight from Kuala Lumpur to Phuket at 6:00 PM. However, two hours is impossible to get off the plane, collect my luggage at the huge Kuala Lumpur airport, transfer from Terminal 1 to Terminal 2 (by train), go through passport control and all the necessary formalities, and check in my luggage for the connecting flight to Phuket (Thailand). I asked Kissandfly to rebook my Batik Air flight to an earlier time to have at least four hours of layover time, but this was refused. Batik Air wouldn't have changed the time by four hours or more, and there was "no reason" to rebook the flight. Utter irresponsibility!
Then came the time for my flight with Batik Air. I was aware that checked baggage wasn't included in the ticket price, but I usually had the option to book and pay for additional baggage at check-in 24 hours before departure. In this case, it took six hours before I could check in and discovered there was no way to prepay for my 20 kg suitcase. KissAndFly themselves told me, after eleven emails, that they couldn't help me. Batik Air also put me on a pointless and endless conversation with their robot, which led nowhere, and offered me no way to prepay for the baggage, even though I was referred to the same unsuccessful option five times. Finally, on the day of the flight I had to go to the airport myself and pay 166 euros for 19 kg of luggage – for a one-hour flight whose ticket had only cost 32 euros.
February 20, 2026
Unprompted review
Reply from Kissandfly.com
Dear Nasko Krastanov,
Thank you for taking the time to share your experience. We’re truly sorry for the stress and inconvenience this situation caused you, especially with a tight connection and the additional baggage costs you faced.
Regarding the schedule change: flight timings are set and adjusted by the airline. Unfortunately, travel agencies cannot prevent or “override” such operational changes, as they are made by the carrier for reasons like aircraft rotation, airport slot restrictions, operational planning, or other internal considerations. What we can and do commit to is informing customers as soon as we receive the update in the booking system, so you have the chance to review the new itinerary and consider your options.
About the request to rebook to an earlier flight: airlines apply specific rules to schedule changes. In many cases, they allow free changes only if the time change meets certain thresholds (for example, a significant shift in departure/arrival time). If the airline does not authorize a free alternative or confirms that they will not offer earlier options under their policy, an agency cannot force a rebooking without additional charges or without the airline’s approval. We understand how frustrating this is when the connection becomes very tight, and we’re sorry the solution you requested was not made available by the carrier in your case.
Now, about checked baggage — this is an important point and we appreciate you describing it in detail. While we always try to assist with add-ons, not every airline provides agencies with the same access to ancillary services (such as prepaid baggage). Some carriers restrict baggage purchases to their own direct channels only, or they limit it to specific booking types, fare families, or check-in flows. That means that, even as the ticketing agent, we may not have the technical capability to add or prepay baggage for a particular reservation, because the airline simply doesn’t expose that function to third parties in the system.
In situations like this, the best option is often to purchase baggage directly through the airline before departure. This can typically be done via the airline’s “Manage Booking” section or by contacting their live customer support (a human agent), who can advise on the available baggage options for your ticket and process payment when online tools fail. We understand you encountered a chatbot loop, which is unfortunately something many travelers face today, but a live support channel (phone, email, or staffed chat where available) is usually the most effective route to secure prepaid baggage in advance and avoid the higher airport rates.
Reply from Kissandfly.com
Dear 박재원,
Thank you for your feedback. We’re glad to hear you received a prompt reply and that you’re satisfied with our service. If you need any further assistance, we’ll be happy to help.
The rate was so good and the efficiency…
The rate was so good and the efficiency in getting everything done
March 1, 2026
Unprompted review
Reply from Kissandfly.com
Dear Teddy Siwila,
thank you for your review! We’re happy to hear you appreciated the great rate and how efficiently everything was handled. We truly value your trust and look forward to assisting you again.
Reply from Kissandfly.com
Dear Jordan Parker,
thank you for your feedback.
We have checked the information in our system, and the amount charged to you matches exactly the total shown on the payment page on the day you purchased the tickets. Unfortunately, we could not find any email inquiries from you in our records.
If you believe a higher amount was charged, please send us your bank transaction details showing the charged amount and the charge date, so we can review it and verify the information.
Our agency contact details are available on our website: https://kissandfly.com/content/support.html
Complete scam
Complete scam. Cancelled our tickets the day of our flight and didn’t give a refund
March 1, 2026
Unprompted review
Reply from Kissandfly.com
Dear Nathan,
thank you for your message. We’re sorry to hear about this situation and we understand how frustrating it must be. Please share your booking reference (PNR) or the buyer’s email address so we can identify your reservation, check the cancellation details, and follow up on the refund status.
Kiss&fly purchased my tickets on on…
Kiss&fly purchased my tickets on on airline points I needed a name correction and they claimed they could not do at the end of lenthy wait but they never told me they purchased my tickets with points. 4 days of promising to fix it the end they said it cant be done amd told me to look into the refund section .
February 21, 2026
Unprompted review
Reply from Kissandfly.com
Dear Andrew Konovalenko,
Thank you for your feedback. We’re sorry for the inconvenience and the frustration this situation has caused.
Please note that your request to change personal details was reviewed and processed in accordance with the airline’s policy and fare rules. Unfortunately, the airline does not allow the specific changes you requested in your application submitted via your Personal Account on our website, so we were unable to apply the correction.
Also, please be assured that the ticket issuance process does not affect the validity of your tickets. The airline has confirmed that your tickets are active and valid.
Good
Good, on time communication with Sabina Safiulova, to topic cancellation of the ticket.
Punctual communication with positive person.
February 28, 2026
Unprompted review
Reply from Kissandfly.com
Dear Dostoni Oblonazar,
thank you for your feedback! We’re glad to hear Sabina Safiulova provided clear, on-time communication regarding your ticket cancellation. We appreciate your kind words and will be happy to assist you again if you need anything further.
Reply from Kissandfly.com
Dear Mr. Saba,
We are very sorry to read about your experience and understand how stressful this situation must have been, especially involving your daughter’s travel.
In order to urgently investigate what happened with the suspended booking and assist you regarding the refund, could you please provide your booking number?
As soon as we receive it, we will review the case in detail and get back to you.
UPD 01/03
Thank you for providing the details needed for identification.
Please accept our sincere apologies for the inconvenience caused.
At the moment, we are conducting a detailed review of your case and all related booking and airline status records before we provide you with a final decision. We kindly ask you to wait for our update — we will do our best to respond as quickly as possible, but this situation requires a thorough verification to ensure we give you an accurate and fair resolution.
Please be assured that your case is important to us, and it is being handled with priority. You will receive our response by email as soon as the review is completed.
UPD 09/03
Dear Mr. Saba,
Thank you for the opportunity to communicate with you by email and for providing the details required to process your case.
We would like to inform you that today, March 9, the cost of the new tickets that you had to purchase has been refunded to you.
We sincerely regret the inconvenience and stress this situation caused. If you feel that the matter has now been resolved, we would be very grateful if you could consider updating your review and rating regarding the work of our Customer Care Team.
Great Customer service by Andriiana
Apart from my ticket purchase experience which was awesome, my experience with customer service representative Andriiana Lopez was great. She handled my issue of flight changes from airlines end deligently and helped me in delegating that the task of change confirmation with airline while I was busy.🙂
February 27, 2026
Unprompted review
Reply from Kissandfly.com
Dear Mohammed,
Thank you very much for your wonderful feedback and for rating us 5 stars!
We’re delighted to hear that you had an awesome booking experience and that Andriiana provided you with great support. Your kind words about her diligence and assistance truly mean a lot, and we will be sure to pass your appreciation on to her.
It was our pleasure to assist you. We look forward to supporting you again in the future!
Very great and fast support by…
Very great and fast support by Andriiana López
February 27, 2026
Unprompted review
Reply from Kissandfly.com
Dear Modestas Kasiliauskas,
Thank you very much for your kind words!
We’re truly happy to hear that you had a great and fast support experience with Andriiana López. We’ll be sure to pass your feedback on to her — positive reviews like yours mean a lot to our team.
We sincerely appreciate your trust and look forward to assisting you again in the future!
Great Experience - Hassel Free
I booked my family’s trip to Ft. Lauderdale from LGA through this agency. I’ll admit, I was a bit nervous afterward because I started reading reviews and began to wonder whether the agency was legitimate. But just a couple of hours after making my online reservation, I received our full itinerary by email.
To be safe, I called both KissandFly and the airline to confirm that my family’s names were correctly listed on their roster—and everything was validated without any issues.
Honestly, I’m surprised to see so many negative reviews. Personally, I wouldn’t expect any travel agency to handle last‑minute bookings flawlessly, so planning ahead makes all the difference.
Overall, thank you, KissandFly, for a smooth and positive experience!
February 25, 2026
Unprompted review
Reply from Kissandfly.com
Dear Francois,
Thank you very much for taking the time to share your experience and for your kind words about KissandFly.
We truly appreciate your honesty in mentioning your initial concerns and are especially glad to hear that everything was promptly confirmed and validated both with us and the airline. Providing clear information, timely itinerary delivery, and reliable booking validation is exactly the level of service we strive to maintain.
Your feedback means a great deal to our team. Thank you again for your trust and for choosing KissandFly. We look forward to assisting you with your future travels.
Lovely CS Sabrina Safiulova
Lovely CS Sabrina Safiulova. She was clear and nice.
Regarding our flights, the system chose our nationality based on our IP address, resulting in a small headache, but all is sorted.
February 26, 2026
Unprompted review
Reply from Kissandfly.com
Dear Enzo Woloszyn,
thank you for your feedback. We’re happy to hear that Sabrina Safiulova was clear, polite, and helpful, and that everything has been sorted.
Regarding the nationality field: our system provides the option to select your citizenship during the booking process. In some cases, the initial suggestion may be auto-filled based on technical signals such as IP location, but it can be changed manually before payment. We’re sorry this caused a headache, and we appreciate you pointing it out — we’ll share your comments with our team to make the flow even clearer.
Thank you for choosing us, and we remain at your disposal if you need any further assistance.
Very poor customer service
Very poor customer service. Unhelpful and unresponsive, very slow support via email. Support may not come in time to modify a flight date or time. Avoid
February 25, 2026
Unprompted review
Reply from Kissandfly.com
Dear Carla B.,
We’re truly sorry for the experience you described. We understand how stressful it is when you need urgent help with a flight change and don’t receive a quick response.
Please note that before we can provide accurate guidance, we must carefully review the details of the request and the airline’s fare rules and conditions. Because of this verification process, a response may not always be immediate.
Your feedback has been recorded, and our team is already checking the case. We kindly ask you to wait — we will contact you as soon as we have a confirmed update.
Reminder to never use online flight agents
Booked a flight 2 days before departure. The tickets were pending for 24 hours only for Kissandfly to come back with the message that the price was no longer available so booking was automatically cancelled and money will be returned. Now the flight is fully booked.
Serves as a reminder to NEVER use an online travel agent for flight bookings. Always book directly.
February 25, 2026
Unprompted review
Reply from Kissandfly.com
Dear Peter,
thank you for your feedback. We’re truly sorry for the stress and inconvenience this situation caused, especially so close to your departure.
At the moment of ticket issuance, unfortunately, we did not receive confirmation from the airline regarding the availability of seats on the selected flight. Without this confirmation, issuing the tickets was not possible, and for that reason we were forced to cancel your booking.
Regarding the payment: the funds were not charged by us. The amount was only temporarily blocked by your bank to verify the validity and payment capability of your bank card. As soon as we confirmed that the tickets could not be issued, we released the blocked amount on the same day, so it should already be visible on your account (depending on the bank, the display may update with a short delay).
To avoid seeing outdated availability or pricing in the future, we recommend clearing your browser cache and cookies before purchasing tickets, or using a different browser. In many cases, a browser may display results from a previous search, which can lead to outdated information about availability and fare.
Thank you Adriana Lopez For express help
February 25, 2026
Unprompted review
Reply from Kissandfly.com
Thank you for your review, Tom Bombadil!
We’re happy to hear that Adriana Lopez provided you with prompt and helpful support. We’ll be sure to share your kind words with her. If you need any assistance in the future, please don’t hesitate to contact us.
Fraudulent Activities with Hidden Costs
Fraudulent Activities with Hidden Costs and Hidden T&Cs DO NOT USE
This company has been hiding costs and refusing to support a flight change, attempting to charge more than 2.5 times the flight cost. Now they are:
- Refusing to change the flights even though we are happy to pay the difference
- Blocking closing any query from us.
- Attempting to keep our fees and not engage.
DO NOT USE!!!!! AVOID
February 13, 2026
Unprompted review
Reply from Kissandfly.com
Dear Customer,
Please share your booking number or the purchaser’s email address so we can identify your order and review the flight change request, charges, and the communication history.
Once we locate the booking, we will check what was requested, what the airline fare rules allow, and why the change was not completed, then provide you with a clear update.
Quite a disaster
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 couldn't commit to solving the case before my departure tomorrow.
Upon calling the airline I was told the ticket was never issued by kiss and fly.
Kiss and fly did "solve" the problem - much appreciated. Its "solve" since I *really* had to get to go I bought a new ticket with the airline directly. That ticket was, 24 hours prior to departure, of course a lot more expensive.
February 23, 2026
Unprompted review
Reply from Kissandfly.com
Dear Mr. Kaiser,
Our team is urgently checking all details of your booking right now to clarify why it is not showing in the airline app and what immediate options are available before your departure tomorrow.
Please wait for our update — we will contact you as soon as we have the confirmed information.
UPD 23/02
Thank you for your update, and we’re sorry again for the stress this situation caused.
We have already sent you the updated ticket to your email — please check your inbox (and spam/junk folder). The updated itinerary receipt now contains the correct PNR, which the airline can use to identify your ticket in their system and it should allow you to add the booking in the airline app.
I do not recommend Kissandfly
I do not recommend Kissandfly. They offer flexible tickets, but when you try to change your flight, they charge an extra change fee for €186. On top of that, they tried to charge me almost the full price of the ticket, which I found for the same value through the airline itself. This should not happen if you buy a flexible ticket. Very disappointing service – I would advise anyone to avoid using this agency.
February 6, 2026
Unprompted review
Reply from Kissandfly.com
Dear Jennifer Herrera Beltran,
We’d like to clarify how the Flexible Ticket service works. Flexible Ticket is an optional add-on that allows you to request a one-time change of your flight date or time without our service fee. However, the airline’s fare rules still apply, so during a change you may still need to pay the airline’s change fee and/or any fare difference between your original ticket and the new flight. If the fare stays the same and the airline does not apply a change penalty, the date/time change can be free of charge.
Please also note that Flexible Ticket can be used once per booking and applies to all passengers within that booking, and the request must be submitted at least 24 hours before departure. It covers only changes of date/time; changing the airline, airports, passenger details, or travel class is not included. The request is submitted via your personal account, and you receive a calculation of any additional costs before you confirm and pay. In some cases, if changes are not allowed by the airline’s fare rules, the only available option may be issuing a new ticket, and the total amount can increase due to fare differences or unavailable discounts.
Reply from Kissandfly.com
Dear Daniel Gamero,
We’re sorry to hear about your experience and we understand how frustrating it is when the final amount differs from what you initially expected.
We take transparency seriously. While the Flexible Ticket service is normally non-refundable once activated, we’d like to help in your case. As a one-time exception and a gesture of goodwill, we are ready to refund 20 USD for the Flexible Ticket service.
The refund will be completed within 1–2 days, and we will inform you by email once it’s done.
After the issue is resolved, we would really appreciate it if you could update your Trustpilot review and rating to reflect the outcome.
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