KILROY Reviews 

I had a very disappointing experience with Kilroy. They demanded an administrative fee of EUR 40 just to correct a minor typographical error in my date of birth on the booking, which is normally updated for free directly by airlines. Poor customer service policy when it comes to basic passenger data updates.

Big big ripoff. There is a big difference between Kilroy the travel agency and the flight bookings. Check the reviews of the aircompany. I never experenced such bad costumerservices and they just took 112€ from me while this is not legit. DONT USE THIS FLIGHT AGENCY

The company is super well organized and answer every single question in no time. 100% recomendable!

Dont buy additional service package , it is scam

I have paid 100 euro extra for their service package for 4 of us. it is marketed as below
"Enjoy a hassle-free travel experience with no support fees and added savings on essential travel services.

With Service Package Light, administrative fees are waived for:

Frequent flyer requests
Seat selection
Luggage assistance
Meal selection
Schedule change refunds
A simple, cost-effective package designed to make your journey smoother and more convenient."

Nothing more. so they are hiding the fact that all this extra thing will come with extra charge. They will just place the order by themselves, which basically anyone can do by buying to the airlines via their website. so i feel this is a cheating for hiding "extra cost" or true cost. I tried to cancel and refund under EU 14 days cancellation policy, they are not letting it do it.

Everything was very well planned, very nice guide, and overall a really good trip (I was on the tripmates trip to Mexico, Guatemala and Belize)

We recently booked flights to Sri Lanka through Kilroy, and unfortunately the experience has been extremely disappointing.

Our flights were cancelled due to the situation in the Middle East, and we fully understand that this created additional work and challenges for the company. However, what has been most frustrating is the lack of communication and support we received afterward.

We often had to wait more than four weeks for a response, and when we did receive one, it was usually the same generic, copy-and-paste reply rather than a clear answer to our questions. We also reached out to several different people within Kilroy, only to be told that they could not help us any further, leaving us without any clear direction on how to resolve the situation.

The communication has been poor throughout the entire process, with long delays, inconsistent responses, and no clear guidance. This has turned what should have been an exciting trip into a very frustrating experience.

Unfortunately, based on this experience, I would not book with Kilroy ever again.

Avoid this webpage. At the begining gives you one price but then during the checkout " timeout try again for 1000 more"

robbery

They get 1 star, cause 0 isn’t an option! What a lying, dissapointing company!

Selling us a non existing flight (which was probaly a glitch in the airline system), then canceling without correct contact with a lie and keeping our money for weeks without notice. It was just the beginning of a nightmare. Killroy was not helpfull, charged +|- €1800 more for new tickets because of the war and told us on the phone we officially needed to ask for our money back but didn’t return it.
They did not officialy reply to the default letter from our legal insurance company. In the end the insurance decided to buy us out, cause they felt it was to much of a hassle to get through and it would take to long to get us new tickets while everything else was booked already.
Even then, Killroy was not helpfull, kind or correct in service.
Stay away and for us:…NEVER AGAIN

We keep trying to book flights and the website each time says "oops something went wrong" and then refreshes the page and increase the price. In a few seconds, it increases by +300€. Avoid at all costs, they are scamming you!

Good trip friendly staff when booking

I had an amazing experience planning my Australian working holiday with KILROY. Special shout out to Lily for all the help, it definitely eased the mental load of everything you have to have prepared, especially as a solo young female traveller. The communication was fast and all my questions and concerns were addressed promptly and clearly. Highly recommend!!

I had an amazing experience with KILROY! The whole trip was very well organized, and the support from the team made everything feel smooth and stress-free. Backpacking through Sri Lanka was unforgettable — from exploring beautiful temples and scenic train rides to experiencing local culture and meeting new people. Ending the trip in the Maldives was perfect for relaxation, swimming in crystal-clear waters, and just unwinding completely.

A special shoutout to Tiffany Doop (Belgium, Ghent) — she was incredibly friendly, patient, and helpful throughout the process. She answered questions quickly, explained everything clearly, and made sure I felt supported at all times. Her approach really made a difference.

Our guide in Sri Lanka was very caring and attentive, always taking immediate action when someone was unwell and considering the group’s wishes. That said, there were a few points to improve: at times, it seemed he favored certain people in the group and emphasized tipping quite heavily, which not everyone could comfortably manage. It would also be helpful if he encouraged the group to speak English more consistently, as there were often conversations in Norwegian that others couldn’t follow.

Overall, this was a fantastic experience — a great mix of adventure, culture, and relaxation. I would highly recommend KILROY to anyone looking for a well-balanced and unforgettable trip!

Overall a fantastic experience

I had a serious issue with this service regarding a booking name error. I entered my full name correctly when making the reservation, but the name on the airline ticket came out incomplete. When I reached out for help, the customer service response was shockingly unhelpful.

Instead of taking responsibility, they gave very silly and humiliating examples, showing no real interest in resolving the problem. They even expected me to accept the incomplete name and “just go to the airport and deal with it with the staff.” This is completely unacceptable and shows a total lack of accountability.

What a complete waste of time and money. Their attitude shows a lack of accountability and respect for customers.

Honestly, it is much safer to book directly with the airline or through other agencies. Even companies with lower ratings in the past have resolved similar issues promptly, something this service clearly cannot manage.

Save yourself the frustration: do not use this service if you want your booking handled correctly.

Great customer service. Quick to reply and very willing to help. Even in very hard situations as flights and trips being cancelled because of the war in the middle east.

Very disappointing experience and poor communication and lack of responsibility

My friend and I are currently backpacking and have used Kilroy multiple times during our trip.
Unfortunately, we are left with a very negative impression due to poor communication and lack of customer support.

1. Flight booking issue
We had booked a flight from Malaysia to Singapore, and then from Singapore to Bali. The flight from Singapore to Bali was cancelled. We were informed that we would be refunded for unused flights, but it was not clearly specified which flights this referred to. Later, we discovered that all flights had been refunded - including the Malaysia to Singapore flight.
This was not clearly communicated to us. When we arrived at the airport in Malaysia to travel to Singapore, we suddenly had no valid ticket. This caused significant stress and inconvenience, and we had to purchase new tickets on the same day in order to make it to other pre-booked parts of our trip. This resulted in considerable unexpected expenses that we believe could have been avoided with clearer communication.

2. Misleading information regarding Fiji package
(Coconut Cruise)
We booked a Fiji package (Coconut Cruise) through Kilroy. On their website, it states that the package includes meals, transport, accommodation, and activities. Based on this information, we booked the trip, and a Kilroy employee provided us with an estimated total price of approximately €900.
After completing the payment, we were informed that meals were not included and that there is a mandatory meal plan that must be paid in Fiji dollars upon arrival. When we asked for an estimate, we were told this could cost around €700 extra.
This feels like a hidden and very substantial additional cost. As backpackers traveling on a tight budget, this is a significant amount of money that we had not accounted for, especially since the website clearly listed meals under "What's included." While we acknowledge that we could have double-checked, we believe that information presented as included should be accurate and transparent.
Lack of understanding and customer service
In both situations, we experienced little understanding, no real assistance, and no willingness to help find solutions. We were repeatedly told that it was not their responsibility and that they could not help us - neither with compensation for the replacement flight nor with resolving the Fiji package issue.
As travelers - especially for those who may be less experienced - clear communication and reliable service are essential. Unfortunately, this has not been our experience.
We are extremely disappointed with how these matters have been handled and cannot recommend Kilroy based on our experience.

If i could give 0 i would!

Kilroy rebooked my flight from Sri Lanka to Sweden from two to three flights without compensating me in any way.

Also, I paid for "Priority package" which I didn't really understand what it included. Upon asking I got this in reply:

"Kilroy’s priority package ensures you our assistance in reserving seats before online check-in opens, without being charged our normal service fee for this.
 
Please note, that if the airline has any separate charge for seat reservations, you will be charged this amount for us to be able to confirm seat reservations for you.

Besides assistance with seating the priority package also ensures you information regarding special luggage, registration of bonus points and special meals requests."

I was never reminded about how to take advantage of this "priority package". A complete waste of money.

Arranging our New Zealand trip with Kilroy went very smoothly - their pricing, communication and follow-up were top notch. Would recommend!

With changed transfers of less than 90 minutes on SF airport (where they urge 2-3 hours minimum) and Chicago, the support desk doesn't even try and facillitate a solution. My first and last time with Kilroy

Other online travel agencies manage to issue flight tickets immediately and automatically... but not Kilroy. Here, it takes up to 15 days after they take your money for them to actually issue a ticket, unless you pay an extra fee (even though issuing the ticket is not an extra service - it is integral to the product that was purchased and already paid for so extra fees make zero sense)... to top it off, none of this is disclosed until AFTER you pay!

Email exchanges with staff have been very friendly... but the company's policies feel like bait-and-switch.