Kiwi.com Reviews

Name: Kiwi.com
Rating: 1.07

1.1 Rating 1,374 Reviews

2 %

of reviewers recommend Kiwi.com

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Metrics

1.1

Based on 1,374 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Courier
On-time Delivery	Greater than 7%
Accurate And Undamaged Orders	Greater than 60%
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 17th April 2025

Vincent

Kiwi.com 1 star review on 16th April 2025

Kiwi.com 5 star review on 1st April 2025

176

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

“Hello, I am reaching out because I've had the worst experience trying to get my money refunded for my tickets that completely fell through with Kiwi.com. They do not deserve even 1 star. I haven’t been able to travel for long before covid because it’s hard to afford when you are paying back college loans and are in a field where you are mostly paid in smiles. I work with adults with special needs and I love my job and wouldn’t change a thing. However, it does make the sting of not getting my money back or a voucher hurt quite a bit. I had paid $809 + tax. Upon hearing that my aunt died unexpectedly and suddenly in Ireland, I knew I needed to be there for my family, so I purchased what I believed to be the least expensive tickets that I could find with Kiwi. My flight was set to depart Boston at 5:30PM on Thursday, May 13, 2021. In order to board the flight I knew that I needed at negative PCR test despite the fact that I had my second covid vaccine the first week of February. I am tested for Covid every two weeks for my job, as we’re contracted through DDS, I also wanted to get a backup test just so that I knew I would absolutely have my results in time for my flight. I had a Covid test at 10:00AM on Wednesday, May 12th and another test at work at 12:00PM on Wednesday May 12th. Despite the fact that all year my test results took less than 24 hours for results from work, it was nearing 4:30 at the Airport and I was panicking as I still didn’t have results which I needed by 5:00 to run through security and to my gate. I decided to try for the rapid test at the airport, and I was giving the testers my ID information when a coworker texted that they got their results. We usually get them within 2 minutes of each other, so I gladly stepped out of line thinking that I could save the $250 that I was about to shell out. I hurried back to the Aer Lingus check-in line with my phone out waiting for my text with my results... and they didn’t come on time. The plane had to leave without me. My results arrived less than a minute after the gates closed.The agents at the Aer Lingus terminal saw my pained face and told me that they would work with me on reimbursement or on a voucher. The next flight to Dublin was on Saturday. I would miss the funeral. I had to step away as I was devastated and was crying too hard to speak. When I called Aer Lingus they took some of my information and soon found that I bought my tickets through KIWI.com and not directly through Aer Lingus. They told me they couldn't do anything about tickets bought through third party vendors. I called KIWI.com countless times only to be told that my not boarding the plane was considered voluntary, it was not! They told me voluntary cancellations need to be made 48 hours in advance, but they could do something if the airline agreed, and the airline refused to work with third party bookings it went on and on back and forth. I kept mentioning that there was a death in my family, and that the covid results were late, it did no good with anybody. I tried to get money back for my return ticket to Boston via Philadelphia and Dublin, as that was far more than 48 hours in advance, and KIWI.com refused to issue even a partial refund. These people are cold-hearted scam artists. Their mission is to make $$$, their customer service is a joke. My advice? Book directly through the airline and avoid going through a third party agency at all costs.”

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Posted 3 years ago

“My experience with kiwi.com was horrible. I contracted them in February of 2020 for several flights that were ultimately cancelled because of the pandemic. The customer service and communication were awful. Despite the fact that all airlines that I booked through kiwi.com had clear policies to provide full reimbursements when flights were cancelled as a result of the pandemic, that I sent over 15 messages to their customer service, and paid extra for a priority-assisted refund, I am still waiting for a reimbursement nearly a year and a half later. For other flights on this same trip booked through the airlines themselves that were cancelled due to the pandemic, including some of the same airlines as I booked through kiwi.com, I was able to get full refunds within two months. Seems like dressed up fraud. It is better and more useful to burn your money to watch the flames and feel the warmth than to give it to Kiwi.com.”

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Posted 3 years ago

“If it was possible ,I would not rate kiwi even with 1 point . Do not book with kiwi ! Sure you will lose your money . Because of the cancelled by the air-company flight , I've requested a refund on 26/03/2021 for a travel Berlin-Tampa , on 07/04/2021 for the second travel -same destination, booked again with kiwi.com unfortunately . Till now nothing is done . I'm really , really sorry having done a reservation with kiwi.com !”

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Posted 3 years ago

“THEY DO NOT DO REFUNDS. AVOID. I just lost $700 because a flight got cancelled to a covid-19 banned country.”

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Posted 3 years ago

“Kiwi.com is a scam company took my money”

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Posted 3 years ago

“My experience was pretty bad. Part of the itinerary was cancelled two weeks prior to the flight. The kiwi.com normally would take care and change your flight without extra cost, however because it was during COVID times, they said it's a force major circumstances and therefor they are not responsible for anything. All the alternative options they provided were double the money. I also had to fly without luggage. Once I found my flight is cancelled I could not reach them. I could only call them 1 week before my flight. I wanted to call them to see if they can find my a cheapper ticket for different date, and I sent a q query to helpdesk. The letter to the helpdesk was answered after 1 week and at that time I was able to reach them on phone. The agent said that "change flight" option means for me to buy new ticket and forfeit any refunds. I think he himself doesn't understand the company polic. Anyway, the phone call was of no help. So, dealing with them I lost $500 on the original ticket, and $400 because I was waiting for 1 week to talk to them (and the ticket prices went up $400 during that 1 week). Main decision - do not fly with kiwi.com until the COVID is over.”

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Posted 3 years ago

“Website is run by scammer , do not use this website”

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Posted 3 years ago

“They post super cheap flights. Then when you book they don’t send any confirmation for like 36 hours and when they get back to you they say that the ticket is not available anymore and they ask for more money. Then when you request a refund they refuse and they give you kiwi credits. This is such a scam”

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Posted 3 years ago

“Pile of scammers. Stole all our fares during the pandemic last year for flights that never went ahead. Id avoid at all costs.”

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Posted 3 years ago

“Absolutely Terrible & They Will Not Do What They Suppose To. I tried to use Kiwi for a trip out the country. $564 dollars. My name was wrong on the reservations so i contacted them 3.5 weeks in advance to tell them this, and tell them i needed this to be fixed for my flight. They told me they would have it done 48-72 hrs before my flight. I called the airlines and they said they would change it for FREE but Kiwi, the travel agent had control of the ticket. I messaged them about who i talked to and that its free for airlines to change. Kiwi wanted to charge 45 per name change with the airlines. As ridicoulous as that is, i had to go so i was willing to do this. They said we will email you instructions on how to pay. They never emailed me, never contacted me about the ticket and never said anything to get my ticket correct. If i could give them a negative 5 i would. I have all message exchange and reciepts to back all this up. An if you wanted a refund, from a 564 ticket, they would have only given a $12 refund. Fradulent company, i would say so. So if you plan on using them, i would tell you run as fast as possible from them.”

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Posted 3 years ago

“I highly recommend avoiding booking through this booking company. Purchased a round trip flight from Tijuana to Cancun for a 4 day stay and on my return flight on the last flight from bajio airport to Tijuana I’m told that portion of the flight was never paid for, although I had paid the full amount and the money was removed from my account. I was never given a heads up about this flight not having been booked, never even got a reason as to why this happened The refund they offer they say takes 3 months to process which is simply unacceptable and unheard of and they weren’t eager to refund any of the expenses I had to waste after their failure including the one way plane ticket for the next day that cost as much as my entire round trip ticket and my hotel stay, Being stranded in a small/remote, middle of no where like place in Mexico (Guanajuato the most dangerous cartel controlled state in mexico) especially during these times is not something I was thrilled to experience. Stay far far away. - btw it’s basically impossible to contact them, they called me 4 hours after missing my flight trying to only refund me 80 dollars for just that one single portion of my entire trip (two layovers on the way back cancun-Mexico city-bajio-tijuana) I spent over 400 dollars extra for this trip and they only offered 80 dollar refund. I had to pull teeth just for them to tell me that “maybe in 3 months we ll honor your request” after submitting proof of my new flight and hotel stay. Of note: I could NOT contact them what so ever when I found out they wouldn’t let me board the last flight, no phone numbers are available or email, they state some really unusual rules about only being able to call them during a very specific time window before your flight but even then a number is not made available, Their agent called me 4 hours after missing my flight when I was already in the hotel and tried giving me the run around when I told her I already purchased a new ticket which they SHOULD refund in full since it was 110% their fault my flight was cancelled. I’ve lost countless amounts of $$$ due to their failure as I had to extend services to care for my dog at home and missed work. For your own good, use the countless other more suited and well prepared booking companies Avoid at all costs”

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Posted 3 years ago

“WARNING!!! DO NOT USE THIS COMPANY Inflexible refund policy, no changes allowed and you will lose the full cost of the money paid, as I did.”

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Posted 3 years ago

“Kiwi.com was supposed to provide me a plane ticket for my connecting flight from Denver, Colorado to Omaha Nebraska by email (under their terms and conditions at check-in time) NLT 11:00 on 09 May 2021. Kiwi.com failed to provide me a plane ticket for my connecting flight resulting in me having to purchase a ticket for the connecting flight before the doors closed and the plane taking off so I didn’t miss the connecting flight. I made significant attempts to resolve this refund through Kiwi.com at 1-202-844-4159. The only ticket provided was from Ontario, California to Denver Colorado. Evidence is available.”

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Posted 3 years ago

“Booked flights to and from Europe in 2019 November, December time frame for June of 2020 . We all know Covid kept us from Traveling Abroad. Kiwi as yet to give a refund for are our flights . Don’t use kiwi for your bookings it’s a scam . We spent several thousand dollars just on flights . After more than a year they just say we’re working on it be patient. Really?”

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Posted 3 years ago

“WARNING!!!! DON'T BOOK WITH KIWI.COM...I had booked some flights online from kiwi.com on Friday 7th may 2021 approx 7.00pm. After my online purchase paid by my debit card in full for the amount of £1179.15, i did not receive any correspondence or confirmation till the day after on Saturday 8th May 2021 at 18:51 advising that the flights were no longer available at the price we paid in full of £1179.15 and this had increased. We did not accept this increase and requested a full refund. They stated that we cannot have a refund into our method of payment which was from our currents bank account via our debit card. They further said we can only give you kiwi.com credit as we opted for this option. I did not opt for this and do not want a kiwi.com credit. Firstly they took my money in full online, then they could not provide the service at that price, they did not even use my money to book any flights or pay any third party, the money has gone directly into their bank account and is sitting there as you read this message. They further refuse to give me my money back? this is clearly theft and deception. Why are they keeping my money if they didn't book my flights? Its Covid 19 period and i cannot afford to invest £1179.15 into kiwi.com and their credit programme. I have requested a full refund in money into my bank account as i paid to them, but they have refused several times. I would be grateful if you could assist to resolve this matter. I have since read reviews on kiwi.com and there are some shocking and really bad reviews from people in similar situations who have waited up to 12 months to get refunded. I really cannot afford to wait for my money to be refunded, I paid in good faith by real money and i wish to get refunded the same. I have since requested this many times via the kiwi.com help desk portal on my registered account with them. But they continue to decline my request. My suggestion to you is STAY AWAY, dont get involved with kiwi.com you will be chasing rainbows after. Don't waste your time, they are thieves.”

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Posted 3 years ago

“This is a scam company, please do not use it even though your price is better. We got to the airport and our flight was not going where it was confirmed by them on our itinerary. The airline had to change and rebook and we got to pay for the whole flight again. Kiwi will tell you that you choose that destination on their website. But their email confirmation does not mention anything about that. It's a very stressful situation and they are not willing to reimburse. I asked to speak with Supervisor when I called, of course the supervisor was busy and was going to call me back , Did they ? nope You are at your own risk.”

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Posted 3 years ago

“Booked a flight to PXM. The return flight was delayed 48 hours! I was notified by email and called 5x to get assistance. They deflected to the airline and said there was nothing they could do. When I got come I requested a refund and was not allowed to speak with anyone ONLY an online submission could start the process that said it would take 3 MONTHS.... Now ask yourself, would you want to work with a company that does not have any level of integrity nor assistance available for its customers and will then keep your refund for 90 days!!?!”

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Posted 3 years ago

“Consumer fraud , the better business bureau , even if you contact the cyber crime division for fraud , you still won't get your money back . I was contemplating getting the Attorney general involved and having this site removed from the United States permanently as you will see all the customer reviews are the same , people paying for services not rendered . My case is similar to most however Kiwi actually waited weeks to bill my account after not being able to book my trip . Since they tried to bill my old closed account , it caused my new account to be frozen because there is now a 492.00 transaction Kiwi is attempting to process from my old account for tickets that were never booked . I see the scam and how it works . Kiwi is a third party that books for other agencies . At the time of your booking there may be availability , however due to the poor customer service and slow response time (intentional) , by the time a Kiwi agent gets around to booking the trip paid for , there is usually no availability left , at which point they will call you to make alternate travel . This leaves the customer with no tickets , a negative balance for the tickets never purchased . Then once Kiwi has your money they will steal your interest by avoiding phone calls , communications and denying the return of your money . When 1000 people are ripped off for 1000 dollars this equals one million dollars . One million dollars nets about 65,000 dollars per year in interest and Kiwi keeps it . The problem is this there are a lot more than 1000 people who got ripped off for a lot more than 1000 dollars . I would lay odds that Kiwi has close to 100,000 people who all have their money tied up and Kiwi holds the money in a single account to steal all your interest. It wouldn't surprise me if Kiwi makes the majority of it's money this way and they probably make millions maybe tens of millions of dollars annually by stealing your interest . Sadly this will continue until someone like me reports them for cyber crime. This is similar to most Ponzi schemes , but sadly most people give up and abandon the money that Kiwi steals from them because they are smaller amounts of money than let's say the Bernie Madoff case . I can see why the American government would allow this to continue , first they get a third of your stolen money in taxes , and secondly the amount of people that have been ripped off is too much work for them , unlike the Bernie Madoff case , there are hundreds of thousands of people that have been affected and ripped off , so to the American government , it isn't cost effective for them to prosecute because it is too much work , and Kiwi pays the American government one third of the money they steal form you in taxes . Smooth criminals !”

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Posted 3 years ago

“Booked the flights. In few days time got an email, that my route to the destination requires to be ammended - after picking different route - been charged extra money. In few more days I got one more email like this, but I ignored it - and flights been showing to be ok. I had to cancel my flights in the end, and l've been promised at least a partial refund. When enquiring about the case - I've been getting emails asking to be patient due Covid. In the end they closed the case without the refund or any explanation. Money lost. More scam than a company.”

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Posted 3 years ago

“Description of Complaint: I purchased a ticket on April 21 to fly from Washington DC to Amsterdam and from Amsterdam to Düsseldorf. I got the conformation and thought that the only thing left for me was to go to the airport to check in. My flight was on May 5th with KLM. I bought the ticket online from KIWI. When I got to the airport, they told me that they had my ticket in their system from washington Dulles to Amsterdam and From Amsterdam to Barcelona. They refused to get me on the plane even after I showed them my email with my E-ticket which was attached. They said that they could not find any ticket on my name from Amsterdam to Dusseldorf. I lost my flight including $120 that I paid for my COVID test. When I called Kiwi, they told me that I had agreed to get an extra ticket in order to pay less for my flight, but I was not obligated to use the extra ticket. I wasn't aware of that. When I got my online ticket the confirmation was for my flight to Dusseldorf. Now KLM blames Kiwi and Kiwi blames KLM”

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Posted 3 years ago

Kiwi.com is rated 1.1 based on 1,374 reviews