Kiwi.com Reviews

Name: Kiwi.com
Rating: 1.07

1.1 Rating 1,324 Reviews

2 %

of reviewers recommend Kiwi.com

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1.1

Based on 1,324 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Courier
On-time Delivery	Greater than 8%
Accurate And Undamaged Orders	Greater than 63%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.1 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

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Kiwi.com 1 star review on 7th January 2025

171

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Booked flights, checked it 10 times it was the correct flight. Entered card details. Received an email confirmation with a totally different flight on it. Immediately called kiwi.com, and was told that flights are non-refundable. Obviously, I knew that, but kiwi are still insisting that they’re providing a flight and I requested a flight, so it’s not their problem! That was not the flight I booked, and they’re just ignoring the fact that it’s the wrong flight they booked and confirmed, and keep quoting that they’re non- refundable. Customer service is absolutely shocking, I’ve actually been hung up on numerous times by a manager. They keep insisting that those are the flights I booked, which they’re not. The page must have refreshed or stored cookies. I’m always really careful when booking anything, especially flights, so I am 100% certain that there must have been a problem with their website. But they are still insisting, 10 phone calls later, that I provided my card details for a flight, and they’ve provided a flight. Albeit the totally wrong one, but in their eyes, that seems to be acceptable?! Steer well clear of kiwi.com, I have never experienced such blatant disregard for customer service in my life, and total refusal to accept responsibility for their error. The absolute worst company I’ve ever had to deal with in my life. Still no resolution.”

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Posted 5 years ago

“Your service is pathetic! and you blocked my money for your fault.”

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Posted 5 years ago

“After purchasing tickets for husband & myself I was diagnosed with breast cancer & we were unable to use the flights. I contacted this company many times by phone & spoke to their unhelpful customer services, who told me I would definitely be entitled to a refund & to use manage my booking to send a copy of my diagnosis. I did everything they asked & finally got £7.28 out of £273 paid. I contacted Ryanair who the flights were with & they couldn’t help as the booking was done by these cowboys! I did however discover when I used my Ryanair booking reference on manage my booking on the Ryanair site that a refund had been requested, but it was not by me! I have emailed kiwi.com directly but not even had an email to acknowledge my email. What a disgraceful way to treat a customer with cancer, you can’t believe they can get away with it? Never use this company they are disgraceful! Be warned don’t deal with these cowboys!”

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Posted 5 years ago

“NEVER BOOK WITH KIWI.COM NEVER BOOK WITH KIWI.COM They are the just terrible to deal with Our E tickets where not Valid to travel. After 45 mins on the phone to the customer support (JOKE) they hung up. After purchasing more tickets to fly on our holiday .Then to send alternate fights via email later on just a joke . After contacting the support a further three times and all the auto response emails Now they are dragging their feet on the REFUND ? WHY ! I WILL NEVER BOOK WITH YOU AGAIN YOU ARE UNPROFESSIONAL and EXTREMELY hard to deal with NEVER AGAIN IF there was a negative stars that would be my option. I`m now in the process of the refund part - after being told via a customer service person that it would be straight forward its NOT. I have provided receipts bank statements and the new tickets.”

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Posted 5 years ago

“THEY HAVE CANCELED MY TICKET AND SAID THAT I HAD ASKED FOR A REFUND AND I NEVER DID !! They gave me 7 percent back of what I paid and are not willing to pay me back for their mistake saying i had requested to do so while i never did. Other than refunding less than 10 percent and canceling the ticket, they are not willing to book an alternative ticket for me and blamed the airlines for their policies while it was their mistake. I even contacted and called an agent telling him HOW MUCH WOULD I GET A REFUND IN CASE i want to cancel my ticket but never said to cancel it. I am really disappointed with this service and such a mistake they did and blamed it on me. So disappointed of ther action and guess it is time for me to set up a lawyer for this case.”

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Posted 5 years ago

“Oh my god this place is a total rip off! They made me drive to Walmart and buy a Google play card to verify myself told me they would put the money back in my account for the play card within five minutes they never de oh my god this place is a total rip off! They made me drive to Walmart and buy a Google play card to verify myself told me they would put the money back in my account for the play card within five minutes they never did! Do you not use these people”

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Posted 5 years ago

“very very bad company. booked a flight and they had a mistake with the date. i had to notify them as they didnt know even see it that the airline had a different date. after their mistake to see the airline dates they made online check in not possible and the only way is to make airport check in and they said it will eb free. when i came to the airline they cahrged me for check in as kiwi didnt notify them. when requesting a refund from kiwi which they stated that if airline still charge for check in they will refund, they simply declined to refund.”

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Posted 5 years ago

“Just the worst!!! Was charged twice! Still can't get my refund!”

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Posted 5 years ago

“DO NOT BUY TICKETS FROM KIWI THEY ARE A SCAM!!! YOU WILL NEVER GET A REFUND FROM THEM, NOR CREDIT. I thought they were comparable to Expedia, Orbitz, Cheap-o-air. They dont even have a number to call anywhere on the site or online when you try to look it up. They do not clearly state restrictions on the tickets. I purchased 2 one way tickets to Bari, Italy which had a connecting flight. On the purchasing page. There was a little picture emoji of a luggage that had a slash over it. I presumed that meant no purchasing checked in baggage online when buying the ticket. I assumed you could purchase baggage at the airport. I have never heard of International flights being sold where you were strictly not allowed to purchase check in baggage. After paying, only then on my confirmation of payment, was the statement spelled out "YOU CANNOT PURCHASE CHECKED IN BAGGAGE AT AIRPORT." I immediately applied for cancellation because you cannot apply for refund unless you cancel. I would say i applied with in 10 minutes of purchase. The refund process takes up to 40 days. So i filed a claim with my bank. After 1 month of "processing and investigation" and emails showing them they were falsely advertising their restrictions. Kiwi is not giving a refund to me, nor credit, nor can i use the tickets. I lost 1000 plus dollars. And they literally gave nothing in return.”

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Posted 5 years ago

“Absolutely the worst travel agency. They are selling flight tickets without telling customers that they MUST have a visa even for transition if they fly with a particular airlines. They tell you that you may need a visa for this flight and that you should check on that. So you check with immigration office where they clearly state that visa for transition is not needed. When you get to the airline ticket counter though, they will not let you on the flight w/o a visa because that particular airline has no transition hall and you actually need to enter the country. How are you supposed to know that when all other airlines do not have this issue??? So you lose your flight- and they will refuse to refund you the money. I contacted kiwi.com after I returned from my trip to inquire about refund for lost flight and they say that visa arrangement is not their responsibility. I am dealing with my credit card company now filing a dispute, because this is clearly on them - they should have stated during their booking that a customer MUST have a visa for this flight - not may need one.”

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Posted 5 years ago

“Charged for booking never done, never get noticed, stranded in the airport, bought tickets home myself -- STAY AWAY, YOU WILL END UP PAYING MORE You can listen to the sponsored bloggers on how Kiwi have cheaper tickets on connections, but I have a real life nightmare happened 2 days ago to tell you how Kiwi end up costing me way much more for a simple direct flight booked more than two months before departure. ** Long story short ** Kiwi never completed my booking but never notify me about this and guess what, they charged me anyway, at booking and till this day!!! For over 2 months, kiwi failed to notify me and refund me the money for a job they never done. I was lead to think this is just a normally processed booking because Google travel sent me an email saying the reservation is confirmed and this trip is clearly in my google travel app, only found out at the airport that my boyfriend and I didn't have tickets!!!! After spending hours of international phone call with Kiwi, they acknowledge their mistake and offered me to refund the money. I was going nuts at that moment, I couldn't believe my ears! For all the trouble they caused me they were only going to refund me the money there were never supposed to charge at the first place!!! I was furious! In the end they offered me about 400 euro compensation for two failed but charged booking, but this is not nearly enough for even one ticket home for the next day. At that point I couldn't continue anymore. I'd either burst a vein in my brain or just end the conversation. No one should be in that kind of situation. No one would have that kind of capacity to play that kind of game in that kind of situation, and if you travel reasonably, you know situations always happen. This is just not what you want for a vacation and thousands of miles away from home, no matter how much you think you saved, it will be very likely to cost you more in the end -- money, time, and your health. ** For those who have couple more minutes to read ** Here is the analysis: Kiwi is incompetent -- didn't book a simple direct flight right, didn't send a notice for the failed booking, didn't refund money for failed booking, didn't stop booking partner from sending misleading email. I talked to 3 representatives; no one could explain what happened. Ok, fine, system glitch I guess. But what's more... Kiwi is dishonest -- when what they failed to do cause people so much stress, money and time, they were trying to get away with it for just refunding the money they were never supposed to charge at the first place. They also tried to blame this on me as if it's customers' responsibility to doubt and investigate for a booking that is charged, and emailed with the word "reservation confirmed", and what's more, never ever receive an email notice for booking failed. When I pointed out the obvious and inconsistencies in the laughable arguments, they had another offer... Kiwi is straight scoundrel -- after paying hours of international phone call. Each time a different person answers the phone they came back with seemingly different offers that essentially making me pay for new flight on my own. It's pathetic how they present them as different offers, they are insults of basic intelligence! After they ran out of tricks their final offer was 400 euro compensation for 2 failed booking. This is not nearly enough to get even 1 ticket next day home!!! Let alone the phone bill, transportation, one night hotel, and absence from work. "That's the final offer", they said. No explanations. I was about to burst a vein in my brain that moment. It's either I damage my health or just hang up. Kiwi doesn't just make mistakes; they are unethical in responding to their mistakes. If you are a decent person who values your time and yourself, you will end up losing to companies like Kiwi. This is my first time booking with Kiwi. I didn’t think much even though this is not a popular site I normally use. I thought there should be basic assurance that a company at this level can do a simple booking. If for some reason not, at least don't charge me. If a mistake is made at least correct it. I offered Kiwi just cover my new flight home and one night hotel for 50 euro - this is the basic of basic of what they should do for screwing things up this badly. Kiwi came back said no. There are so many levels and steps Kiwi could do to prevent a mistake and if not correct a mistake, they chose the most disappointing approach each time. So in conclusion, you don’t want to go through what I went through, truly. STAY AWAY! YOU CAN DO BETTER THAN KIWI!”

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Posted 5 years ago

“DO NOT SE KIWI IT IS A SCAM I add booking for 5 passengers from new york to kabul afghanistan for 14 Jan 2019. I received a job opportunity i sent them an email stating that all my 3 children and my wife are going but as i have a new job now so please cancel my ticket. One indian accent guy told me on the phone that as u have informed us very early threfore the airline will not charge me anything only we will chrge u euros 20 for service chare he told me to go to kiwi.kommanage my booking and fill a return form and they will return my money i found the page filled it and wrote my own name only and at the end of page it said u paid $600 for one person so u will be refuned $427 i said ok give me that. after few hours i received phone call saying that they have cancelled all 5 passngers and out of $2996.67 that i had paid i have received this $427 and that is it and they cannot further assist me. They stold my $2600+ I have my account info and also their booking etc. Totaly dissatisfied with services they provide they intentionally lead you to a place where you make a mistake and this way they want to steal all your money rather than acceting that commission that they receive. They advise you to fill forms or go that some web pages when you ask if it is correct they keep quite and when you submit the form to them and ask them to review they refuse everuthing and claim that legaly they are right and they expect you to give them more busines. AND THEY ARE NOT REGISTERED ANYWHERE SO YOU CAN NOT CLAIM ANYTHING”

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Posted 5 years ago

“to give a refund of $40 , 6 hours after a ticket was purchased for $350 , considering that I just wanted to change departure date, which would cost $350 to do so is outrageous. I can simply buy a new ticket with the departure date I d like from a different company for $150 and keep the one I purchased to use the return date. This is called a rip off. On top of that for every single flight, no mater low budget company or not , they charge around $80 for a bag other than the carry on!”

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Posted 6 years ago

“DO NOT BOOK WITH THEM!”

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Posted 6 years ago

“Ridiculous I had never had a bad experience with Kiwi, but that all changed with a recent trip that I took to Greece. I booked tickets through Kiwi and was all set to go on a long haul flight: DFW - Iceland - England - Greece. When I landed in Iceland, I found out my flight had been delayed (something to do with a strike I was told), by the time I got to London and made it through customs, my connecting flight was already gone. I spent an hour on the phone trying get through to customer service, and never got a response. After about 4 hours of trying and failing to get some kind of answer as to when I could get another flight, I just gave up and booked a new flight on a different airline that cost me $379.00 I applied for a refund on the website because I had the "Kiwi Guarantee" and was notified that my application would be processed within 30 days. So, almost 400 dollars down in funds for my vacation, and exhausted after spending nearly 40 hours in transit I finally landed in Greece. A month later, I received a refund of, $9.70... What an absolute joke. I contacted Kiwi customer service to find out how a cancelled flight gets a refund of just 9 dollars. The person who was dealing with my issue was honestly a bit brusque, and not very helpful. I was told to apply for the refund again, and that I would have to wait another 30 days. In the end, I didn't receive any kind of substantive refund; just the nine dollars, which is honestly more of a slap in the face than a refund. If this is Kiwi's version of a guarantee, then they can keep it. I've booked with them many times and have recommended them to my friends and family, but that stops now. I will never use their service again, and neither will any of my friends and family. An absolutely appalling way to do business.”

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Posted 6 years ago

“that's the scam. you buy ticket, they take payment then send you email that they need to confirm your identity and you have to call them. I sent the email and they told me that I have to call. their line is always busy and they put you on hold. waiting time was 15 min. After 15 min waiting time was 10 min and in 30 min waiting time was 5 min. then line disconnects and you have to call them again. if you do not call them they cancel your reservation and keep your money for 10 days. will see what happens in 10 days. I hope i do not need to call them to get my money back as there is on 1-800 phone number. I had to call UK from the US and paid $15. DO NOT BOOK ANYTHING WITH THIS COMPANY”

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Posted 6 years ago

“I have been using kiwi.com regularly for several years with little complaint other than that I can often find cheaper flights by booking directly through the airlines. My latest experience, however has entirely changed my opinion of the company, and has ensured that I will never again use their site for booking anything. Kiwi.com recently 'upgraded' their website, and somehow the update caused a glitch which caused their calendar (used to select flight dates) to show the wrong dates. In this case, it showed that in 2018 June 19th was a Wednesday, when in fact it is a Tuesday. That caused me to select the wrong date for my departure. The same phenomenon occurred as I was selecting the day of the week upon which I wanted to return. I then continued on and paid for my ticket, and within 15 minutes of booking the flight I realized that a mistake had been made. I was specifically picking my trip based on the day of the week in order to fit around work/school schedules, so of course when I noticed (upon looking at a normal calendar) that the dates I had booked were incorrect, I immediately contacted customer support in hopes that they would help me to change my flight or get a refund so that I could rebook. I carefully explained to them what had happened, and even provided them with a screenshot documenting exactly what was going on with their calendar. After over 3 hours (95% spent on hold) getting passed around from one incapable (although mostly reasonably friendly) customer service representative to another, I had achieved absolutely nothing. Basically everyone just told me that I should take it up with the airlines, and seemed content passing on the blame. When I reminded them that it was the fault of kiwi.com, and not the airlines, at best I was told that they would 'investigate it' to see if it was indeed their fault. Somehow I couldn't get anyone to acknowledge the photograph which was clearly demonstrating the glitch on their site. At least 2 of the representatives tried to tell me 'oh, well maybe it's because of the time zone change.' It was then that I fully realized that the people I was dealing with were not capable of performing their jobs. I'm sorry, but if you don't know that in 2018, June 20 is the same day of the week in EVERY COUNTRY and EVERY TIME ZONE, then it's going to be very difficult to make any forward progress with this dilemma. Thanks to the incompetence and stubbornness of kiwi.com's customer support and a severe glitch with their booking system, I'm out $128.49 of hard earned cash and over 3 hours of my time... oh and I think I just found my first gray hair.”

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Posted 6 years ago

“Kiwi, from a-z handled my ticket problems most professionally. Starting with Mary in Figi, than Kirk in Manila and now with Tevin MDUDUZI. I am trained in interviewing myself, Ph. D. from the U of Missouri in Counseling Psychology. Thomas Irving DeVol, Ph. D., Writing Missionary, Davao City, Philippines”

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Posted 6 years ago

“satisfactory.Nahtely was very helpfull Thanks”

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Posted 6 years ago

Kiwi.com is rated 1.1 based on 1,324 reviews