United takes Kiwi.com to court over alleged scraping, inflated fees, and “travel hack” marketing that it says break the rules and mislead customers.
Background: An Airline, An OTA, And A Broken Relationship
United Airlines has filed suit against Czech-based Kiwi.com, saying the online agency kept selling United flights after their commercial relationship ended in late 2023. The airline’s complaint, filed in federal court in Chicago, paints a picture of a partner-turned-uninvited reseller that pulled data in the background and pushed fares and fees that United says do not match the real thing.
What United Alleges Kiwi Did
According to the complaint, Kiwi continued to display United inventory without permission by scraping the airline’s site. United further claims Kiwi completed bookings with fake email addresses that suggested an ongoing relationship and obscured who the real passenger was. That becomes a customer service problem when travelers try to change plans or check baggage and the airline cannot identify them under their own contact details.
Sticker Shock: The Baggage Fee Delta
United calls out baggage pricing as a prime example. The filing cites a route where United listed checked baggage at $75 for one bag and $175 for two, while Kiwi charged $194.99 for one and more than $454 for two. United also alleges that some Kiwi customers paid for bags that were never actually booked with the airline, which is a fast track to an airport meltdown.
“Travel Hacks” Cross The Line
Hidden city ticketing makes headlines for a reason. The practice involves booking a multi-segment itinerary and intentionally getting off at the connection point. United’s conditions of carriage prohibit it, and the complaint says Kiwi marketed this tactic as a feature. That sets up travelers for canceled return legs, forfeited segments, and loyalty account trouble when the airline notices a pattern.
For policy context, see United’s Contract of Carriage.
A Meeting, A Standoff, And A Cease-And-Desist
United says an October 2024 meeting turned tense when Kiwi allegedly offered to stop scraping only if United signed a new deal. United calls that extortion, followed with a cease-and-desist, then took the dispute to court when the behavior did not change. The complaint frames this as part of a pattern with Kiwi’s airline run-ins.
Not Their First Legal Turbulence
United points to earlier fights between Kiwi and other carriers. Southwest won a permanent injunction in 2021 that keeps its fares off Kiwi. Ryanair challenged the use of non-customer emails and reached a settlement in 2023. American Airlines sued in 2023 over scraping and hidden city marketing, then dropped the case in 2024 after a confidential settlement. Different airlines, different outcomes, same friction over control and transparency.
What United Wants From The Court
United is suing for breach of contract, trademark infringement, and false advertising. The headline remedy is a permanent injunction that would bar Kiwi from marketing or selling United flights. If granted, that would clamp off a distribution hose and reinforce the message that airlines control how their product appears and at what price.
What This Means If You Book Through OTAs
For travelers, this case is a reminder to compare prices and check fee details at the source before you buy. Baggage and seat fees can look small but balloon fast when an intermediary layers on extras. If the email on your reservation is not your own, changes and reaccommodation can turn into a scavenger hunt. You may also run into loyalty and irregular operations issues when an airline cannot validate the booking trail.
The Bigger Story: Distribution Power And “Transparency”
Airlines have leaned into direct channels, modern APIs, and branded fare families. Many OTAs add value with comparison tools and smart packaging. The fight is over who sets truthful expectations for the traveler and who owns the customer relationship when plans go sideways. Courts do not set airfare strategy, but a strong injunction would raise the cost of gray-area distribution tactics for everyone who tries them.
Conclusion
United’s lawsuit against Kiwi.com is about more than one itinerary gone wrong. It is a challenge to how some third parties source inventory, present pricing, and market rule-bending “hacks.” If United prevails, expect tighter control of distribution and fewer places to find certain fares. If Kiwi holds its ground, airlines may face more pressure to strike deals rather than litigate. Either way, the safest move for travelers is simple: verify price and fees with the airline before you click buy, know the rules on tactics like hidden city ticketing, and make sure your booking actually lists you as the contact.
