United Airlines Sues Major Travel Website Over Alleged Issues

CHICAGO- United Airlines (UA) has initiated legal proceedings against Kiwi.com, an online travel agency based in the Czech Republic, alleging that the platform engages in misleading practices, charges excessive fees, and accesses its flight inventory without permission.

The airline claims that Kiwi.com has been misleading customers by offering inflated fares and additional fees that exceed what is available directly from United Airlines, all while lacking a current commercial agreement with the airline.

United’s Legal Action Against Kiwi.com

Court documents submitted to the U.S. District Court in Chicago indicate that United Airlines accuses Kiwi.com of unlawfully promoting its flights, despite ending their partnership in late 2023.

While Kiwi.com was once authorized to market United’s flights, this arrangement was terminated when the airline identified various deceptive practices.

United asserts that Kiwi.com continued to display and sell its flights through a method known as “scraping,” where data is extracted from the airline’s website.

The lawsuit alleges that the platform obscured these actions by using fictitious email addresses to complete bookings, leading customers to believe that Kiwi.com retained a valid business relationship with United.

In addition, United accuses Kiwi.com of imposing inflated baggage fees. For instance, while United lists $75 for one checked bag and $175 for two, Kiwi.com charged nearly $195 for a single bag and over $454 for two. In some incidents, consumers were billed for luggage that was never booked with United.

Moreover, the lawsuit highlights that Kiwi.com promoted “travel hacks” like hidden city ticketing—a strategy where travelers intentionally end their journey at a layover city. This practice is expressly prohibited by United in its conditions of carriage.

Accusations of Extortion

United Airlines claims that Kiwi.com attempted to coerce the airline into entering a new commercial agreement. During a meeting in October 2024, Kiwi allegedly indicated it would cease scraping United’s website only if the airline accepted new terms.

United refused the offer, labeling it as an extortion attempt, and issued a cease-and-desist letter, which Kiwi.com chose to ignore.

This confrontational approach reflects past disputes involving Kiwi.com and other airlines. United argues that the tactics employed by Kiwi.com are designed to mislead travelers, tarnish its reputation, and pressure airlines into business arrangements.

Background on Kiwi.com’s Legal Conflicts

United Airlines is not the first to take legal action against Kiwi.com. The company has faced several notable disputes with major airlines globally:

• Southwest Airlines (WN) sued Kiwi.com in 2021, securing a permanent injunction that barred the site from marketing its flights.
• Ryanair (FR) also initiated legal proceedings that year, claiming Kiwi.com utilized fake customer email addresses. This issue led to a settlement in 2023.
• American Airlines (AA) launched a lawsuit in 2023 regarding screen scraping and hidden city ticketing but later withdrew the case in 2024 after reaching a confidential settlement.

Regardless of these ongoing legal challenges, Kiwi.com remains operational and frequently finds itself at odds with airlines over issues of consumer transparency and unauthorized sales practices.

United Airlines’ Legal Demands and Potential Outcomes

United Airlines is pursuing Kiwi.com for breach of contract, trademark infringement, and false advertising, seeking a permanent injunction to prevent the travel site from selling or marketing its flights.

If United’s case is successful, it could significantly restrict Kiwi.com’s access to its flight inventory, reinforcing airlines’ push for greater control over their distribution methods. This lawsuit may also set a precedent for other airlines that face similar disputes with third-party booking platforms.