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.
I would like to give a huge thank you…
I would like to give a huge thank you to Sofia Hronska for her outstanding support and professionalism.
She helped me with my flight tickets during a very stressful travel situation, and her service was absolutely top-level. She was extremely fast, efficient, kind, and solution-oriented, making everything much easier for me.
Thanks to Sofia, my problem was solved quickly and smoothly. Her communication was clear, friendly, and very reassuring throughout the whole process.
Top service, very fast, and highly professional.
I truly appreciate her help and I highly recommend her.
Thank you so much, Sofia!
22 February 2026
Unprompted review
Reply from Kissandfly.com
Dear Cristina Varella,
Thank you so much for your wonderful feedback and for taking the time to share your experience.
We’re truly happy to hear that Sofia Hronska was able to support you during a stressful travel situation and help resolve everything quickly and smoothly. We’ll be sure to pass your kind words to her — they mean a lot and are a big motivation for our team.
If you ever need assistance again, we’ll be here to help.
Did a reservation
Did a reservation, they couldn't give me the initial flight and they cannot provide proper response or alternative, also by chat they don't give any refund.
UPDATE: they refunded afrer the complaint. The service improved lately
18 February 2026
Unprompted review
Reply from Kissandfly.com
Dear Alex Travisi,
We’re sorry to hear you were disappointed with your experience.
At the time of ticket issuance, unfortunately we did not receive confirmation from the airline about seat availability on your outbound flight. Because of this, we immediately offered you the best available alternative itinerary. As this option did not work for you, we cancelled the booking and processed a full refund on the same day the reservation was made — February 20.
Please note that refunds are not issued via chat messages; they are processed through the original payment method and follow the bank/payment system timelines for the funds to appear on your account.
We would appreciate it if you could update your review regarding the work of our support team, as all information and options were provided to you as quickly as possible.
Very disappointing experience when cancelling a flight
I had to cancel a flight booked through Kiss and Fly and accepted their initial refund offer promptly. Their system failed to record my acceptance, and by the time I discovered this and reapplied, the refund amount had decreased substantially. I ended up receiving only a small portion of the original amount, even though I followed all the required steps and acted well before the flight date.
Customer support repeatedly insisted the request “was not confirmed in time,” without acknowledging that the issue was caused by their system not registering my acceptance. The process felt unreliable, and the lack of accountability was disappointing.
Based on this experience, I wouldn’t feel confident using Kiss and Fly again, especially for bookings where refund reliability matters.
31 December 2025
Unprompted review
Reply from Kissandfly.com
Dear Amanda Aitken,
After the initial calculation of the refundable amount, the system did not receive confirmation from the buyer/purchaser within the required time frame, so that refund request was automatically closed. When a new refund request was submitted afterward, the refundable amount had to be recalculated according to the airline’s fare rules and current conditions, and the updated amount was then confirmed and processed successfully.
Unfortunately, once the first request is closed and a new request is created, we are not able to apply the initial calculation or issue an additional refund beyond what was approved in the second request. The refund was completed in line with the applicable fare rules, airline policies, and the terms of your booking.
We appreciate your feedback, as it helps us review how we communicate time-sensitive confirmation steps and improve the overall clarity of the process.
Horrible service
Horrible service, boarding passes were provided the day after the flight, and customer service is non existent to solve any minor issues. Trust the reviews: it's not worth the extra savings.
15 February 2026
Unprompted review
Reply from Kissandfly.com
Dear Gonzo,
Thank you for your feedback. We’re truly sorry for the experience you described — especially the delayed delivery of boarding passes and the difficulty reaching customer support.
To investigate your case properly and assist you with a clear resolution, please share your booking number or the purchaser’s email address used for the order. Once we can identify your booking, we’ll review the timeline and communication history and get back to you with a detailed update as quickly as possible.
I travel from Cairo to Sharm El-Sheikh…
I travel from Cairo to Sharm El-Sheikh and everything went well and smooth, I'll definitely use KissAndFly. Com website and highly recommend it.
2 February 2026
Unprompted review
Reply from Kissandfly.com
Dear Ms. Dorothy,
Thank you for your feedback. We are pleased to hear that your trip from Cairo to Sharm El-Sheikh went smoothly and that everything worked well with your booking.
We truly appreciate your recommendation and look forward to assisting you again on your next travels.
Customer Service number unanswered
Too many emails pre - flight. E-ticket not then provided which resulted in long queue at departure airport. Customer Service number outwith 'working hours' not answered which is disappointing considering planes depart 24/7
14 February 2026
Unprompted review
Reply from Kissandfly.com
Dear D. Smith,
Thank you for the feedback, and thank you for providing the details needed for identification. We’re truly sorry for the frustration this caused. We understand how stressful it is to arrive at the airport and face delays due to missing documents, and we also agree that air travel doesn’t operate only within “working hours.”
Regarding the emails before departure: we send them to make sure passengers receive all essential updates and step-by-step guidance in time, but we appreciate that too many messages can feel overwhelming. Most importantly, an e-ticket should always be delivered promptly.
Your feedback has been noted as a priority, because situations like long queues and limited support access are exactly what we aim to prevent. We’re actively improving both delivery reliability and the availability of support for time-sensitive travel issues.
Thank you again for raising this — it helps us pinpoint what must be improved. If you ever need assistance in the future, we’ll do our best to ensure your experience is smooth and predictable from start to finish.
I can’t believe this happened
I can’t believe this happened. I booked a flight, and the airline suddenly told me my ticket was cancelled due to a “no‑show,” even though my flight is tomorrow. They also said it was cancelled by the travel agent. This is unacceptable, and I’m extremely disappointed. I will not be using this agent again.
This problem has been resolved before my flight. Thank you. But its really scared me.
13 February 2026
Unprompted review
Reply from Kissandfly.com
Dear Mr. Leung,
We are very sorry to hear about this situation and understand how stressful it is. Please accept our sincere apologies for the inconvenience.
To urgently locate your booking and check why the airline marked it as “no-show” and who initiated the cancellation, please send us your booking number or the buyer’s email address (the email used for the purchase).
As soon as we receive these details, we will investigate immediately and provide you with a clear update and the next steps.
UPD 12/03
Dear Mr. James Leung,
We sincerely apologize for the stress and concern this situation caused you before your flight. We fully understand how upsetting it must have been to receive such information so close to departure.
At the same time, we are glad that the issue was resolved before your flight and that we were able to assist in time.
We would also be grateful if you could consider updating your rating of our company, as we always do our best to resolve issues in the customer’s favor whenever possible.
Amazing services and response was quick
Amazing services and response was quick
13 February 2026
Unprompted review
Reply from Kissandfly.com
Dear Sandi Karnowski,
Thank you for your kind review. We’re happy to know you were satisfied with our service and that our response was quick.
If you ever have any questions or need help with your booking, please feel free to contact us — we’re always here to assist.
Truly helpful service
Truly helpful service.
Despite the announcement that they reply in 48h, which is sometimes to long, my experience was that they responded in 2 hours and it was twice.
All recommendations!
11 February 2026
Unprompted review
Reply from Kissandfly.com
Dear M. D.,
Thank you very much for your feedback and recommendation. We’re glad to hear that, despite the stated 48-hour response window, you received replies in about 2 hours both times and that your experience with our support team was positive.
The 48-hour timeframe is an estimated maximum and may vary depending on workload and the complexity of the request, but we always aim to respond much sooner whenever possible.
Thank you for choosing us — if you need any further assistance, we’ll be happy to help.
During booking process, the time of flight changed. No option to review later
Clicked on a 7:00 flight which was at a good price, but when completing the booking, it turned out at the 17:41 flight which is too late for me.
No option to review flight time at the moment of confirmation of payment.
Really bad site - don't use it!
12 February 2026
Unprompted review
Reply from Kissandfly.com
Dear Daniela Erdmann,
Please note that we issue tickets strictly for the flight option selected by the buyer on our website during the booking process. Also, on the payment page there is an option to double-check the exact itinerary you are paying for: please click “Flight” and then “Flight details” to review the departure time and full flight information before completing the payment.
After reviewing this case from our side, we did not detect any error in the booking flow or ticket issuance — the ticket was issued according to the selected itinerary.
If you would like to receive an official confirmation of this information, you are welcome to contact us at info@kissandfly.com and we will provide you with a detailed explanation.
Ticket can’t be issued that cancelled
I bought a round trip through kissandfly and less than 24 hours before the flight, they told me that they cannot provide me a ticket for going there but can give me a ticket only for return! What am i supposed to do with a ticket to return if i can’t go there? I already payed for the both tickets and refunding them won’t save any of my problems. Also very slow at replying the mails and there’s no other way to reach out to them since no one picks up the phone. Now all of my plans and reservations are ruined because of that.
8 February 2026
Unprompted review
Reply from Kissandfly.com
Dear Mel,
We’re very sorry to hear about this situation — we understand how stressful it is, especially so close to departure.
To look into your case and check what happened with the ticket issuance, please share your booking number or the purchaser’s email address used for the reservation.
Do not give up and you will be possitively surprised
I have to say it took a while, but at the end we received good algernative for our changed flight. So here I believe if you have time, your problem or request is solved, just do not give up after first unsatisfied answer 🙂
5 February 2026
Unprompted review
Reply from Kissandfly.com
Dear Eva B.,
Thank you for sharing your experience. We truly appreciate your patience, and we’re glad to hear that in the end we were able to provide a good alternative after your flight change.
We understand that these cases can sometimes take time due to airline confirmations and availability, but your feedback is a great reminder of why we keep working until a workable solution is found.
Thank you again for your trust — we’ll be happy to assist you with your next trip.
it is fake
it is fake, they don't actually have flights. run from this scam.
7 February 2026
Unprompted review
Reply from Kissandfly.com
Dear Fragrance Hut,
We’re sorry to hear about your experience, and we’d like to look into this properly.
Could you please share your booking number or the purchaser’s email address used for the reservation, so we can identify your case?
Also, could you briefly explain what exactly happened (e.g., whether you received a booking confirmation, if the ticket was issued, whether you received any emails from us/airline, and what message or error you saw)? This will help us understand the situation and respond accurately.
Reply from Kissandfly.com
Dear Chacha,
Thank you for your message — we’re sorry you haven’t received a response yet.
To locate your case and assist you as quickly as possible, could you please share your booking number or the purchaser’s email address used for the reservation?
SCAMMARES avoid
SCAMMARES avoid, I have paid fully for the ticket and never received it.
They said wait and wait and wait and nothing came out!
This absolutely scammer and I will fill a police report and another report to fraud control in the UK.
Ticket#202270242
6 February 2026
Unprompted review
Reply from Kissandfly.com
Dear Mr. El-Zeftawy,
We are sorry to read about your experience and we understand how concerning it is when you don’t receive your ticket immediately after payment.
We would like to confirm that your tickets have been successfully issued, and we have sent them by email to the purchaser’s email address. Please also check your Spam/Junk folder, as airline e-tickets can sometimes be filtered automatically.
We take allegations of fraud very seriously, and we would never want any customer to feel uncertain about their booking. Since the tickets are now issued and delivered, your case should be resolved.
We would be very grateful if you could update your review to confirm whether your issue has been resolved (you can also adjust your rating accordingly). This really helps other customers and supports transparency.
I have booked my flight 2 days ago and…
I have booked my flight 2 days ago and i still not received confirmation i called to customer care 4 times they said i have to wait but my flight is tomorrow morning. I have contacting flight till Pakistan. I have v bad experience.
4 February 2026
Unprompted review
Reply from Kissandfly.com
Dear Faizan Nazir,
We’re truly sorry for the delay and for the stress this has caused—especially with your flight scheduled for tomorrow morning. We completely understand how urgent this is and how frustrating it must feel.
Please rest assured that our team is doing everything possible to provide your tickets as quickly as possible. Your booking is being handled with priority, and we are actively working to finalize and deliver your documents.
You will receive an updated status of your booking by email shortly. Thank you for your patience, and once again, we sincerely apologize for the inconvenience.
Not recommended
Not recommended, would not support with an issue that the airline directly would change for free, but wanted a $39 charge. AVOID.
UPDATE: The airline would make this change free of charge - yet your “agency” charges $39. Disgraceful. I repeat, AVOID.
6 February 2026
Unprompted review
Reply from Kissandfly.com
Dear Kira,
Please note that the $39 charge is a service fee of our agency, applied when a customer asks us to handle a request (such as a change/correction) through our support team. This fee covers the operational work involved in processing the request on the customer’s behalf (verification, submitting the request in the system, communication/coordination, and monitoring the outcome). It is separate from the airline’s own fees and policies—so in some cases an airline may be able to make a change directly at no additional airline cost, while our agency service fee for handling the request via our channels still applies.
This service fee and the conditions under which it may be charged are disclosed in our Public Offer Agreement (Terms of Service). Every customer has the opportunity to review these terms before completing payment, and a booking can only be finalized after the customer accepts the Public Offer Agreement.
You can review the agreement here: https://avia.kissandfly.com/content/agreement-bookings-creation-and-cancellation.html
UPD 08/02
Thank you for the update. We understand your frustration, but we’d like to clarify one key point: the $39 is not an airline fee — it is an agency service fee that applies when a customer asks us to handle a request via our support team (such as a change/correction). This fee covers the operational work involved (verification, submitting the request through the booking system, coordination with the airline/provider, and monitoring the outcome).
In some cases, an airline may be willing to make the same change directly at no airline cost. That does not change the fact that if the request is processed through an agency, the agency’s service fee may still apply. If you prefer not to pay an agency service fee, you can always contact the airline directly and request the change via their channels.
This service fee and the conditions under which it applies are clearly stated in our Terms of Service (Public Offer Agreement), which must be accepted before a booking can be completed. We strongly encourage customers to read these terms carefully prior to purchase to ensure the conditions meet their expectations.
I love that we can get support via text…
I love that we can get support via text on WhatsApp. Andriiana López she was very helpful!
5 February 2026
Unprompted review
Reply from Kissandfly.com
Dear Johanna Torres,
Thank you for your kind feedback! We’re really happy to hear you enjoyed getting support via WhatsApp, and we’ll be sure to share your words with Andriiana López — she’ll be delighted to know she helped.
If you ever need anything else with a booking, we’re just a message away.
No problem!
Everything was smooth for us. We booked a roundtrip ticket from Buenos Aires to Ushuaia to see the penguins. No problem at all.
22 January 2026
Unprompted review
Reply from Kissandfly.com
Dear Dandy Riconalla,
Thank you for your review!
We’re happy to hear everything went smoothly with your roundtrip booking from Buenos Aires to Ushuaia. We hope you had an amazing time seeing the penguins.
company completely scammed us.
The company completely scammed us with flight tickets. Firstly, they wanted the payment to be made in 2 transactions, there were no confirmation emails sent of the booking, no receipts or proof of any purchase.
Secondly, they charged us extra for our tickets when booking and didnt tell us about the price increase until we raised it to them, to which they responded we will refund the money which hasn't been processed.
In addition to this, when asked whether they can send confirmation the refund information in an email, they blocked 5 of our numbers so we cant get in contact with the company or know what's going on with the refund or flights.
I will be filing a police fraud report, and we will go from there. Really frustrated and disappointed.
4 February 2026
Unprompted review
Reply from Kissandfly.com
Hello,
We’re sorry to hear about your experience. We would like to look into this matter, however we can’t identify your case based on the review alone.
Please provide your booking reference or the buyer’s email address used for the purchase, so we can locate the reservation and check the payment/refund status.
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