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

“Avoid this company at all cost unless you want to go to the airport without actual ticket confirmation from the airlines. They send some confusing email about your ticket being confirmed when it's actually not. I booked a roundtrip at kiwi.com 1 month prior to the date, paid $1200 for the ticket and got some emails about my confirmation and e-ticket with a huge label of the booking status CONFIRMED(you can see it in the photo). When the flight date came, i tried to check-in the airport and they told me they couldn't find me anywhere so i called their stupid customer service who kept saying my booking was cancelled so and i kept telling this agent that I got an email saying it's CONFIRMED, so he kept going back and forth to his manager and then they finally told me that there was an "error" on their end and had to cancel my booking. So, i had to buy a last minute ticket for $2400 at the airport. Got the booking refunded but they also said they were gonna reimburse the ticket i bought at the airport but never did. $#*! this scam company. Save yourself some time and stress. NEVER EVER BOOK FROM THEM!”

Helpful Report

Posted 1 year ago

“They are distrustful and have hidden fees as well as unhelpful and unsupportive call centres. I chose to change my flight yet was made to pay for a second full ticket was no discount or refund and when I called them, each time provided me with a different answer. Furthermore you have to do every step yourself, and although I payed for a seat when I booked with them, I had to pay a second time when they told me to check in with the airline. I say spend a bit more money and actually target with decency and security and assurance that you’re not getting scammed”

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Posted 1 year ago

“Kiwi.com are THIEVES, I lost my money. Customer service will not help you. They try to use low rate to let you book through their website, but once you pay, you are doomed. Book elsewhere for more, you don't want these thieves get to you and YOUR money.”

Helpful Report

Posted 1 year ago

“There are many hidden charges so the final cost is much higher than the price offered at beginning. They canceled my flight 4 days before a international travel that force me to pay additional $1000 to rebook a different flight.”

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Posted 1 year ago

“Worst company ever ! I will never order tickets from them again ! After flight cancelation from wizz air , kiwi did not refund me for the full price and I lost 142$ because if it”

Helpful Report

Posted 1 year ago

“Booked a flight what a changeover in Germany. The second leg was cancelled but Kiwi never told me. They let me fly out to Germany where I found there was no connecting flight. I called them and they told me they would help me book a new flight if I paid for 100% of it and allowed them to keep the money for the cancelled flight (awful offer). Ended up paying over £1000 for a hotel and flight the next day that I booked myself. Kiwi refuse to take any accountability for it or pay any expenses. The Airline has directly refunded me the cost of the cancelled flight but I'm still over £1000 down on hotel and new flight because of Kiwi's incompetence. They just say 'we didn't see a cancellation email' when the airline has already proved this was sent. Helpdesk support is utterly useless.”

Helpful Report

Posted 1 year ago

“Would give minus stars if possible, in fact even the use of the word "stars" is misleading, with some sort of implication of something in any way positive. I now finally have my money back, after a week back and forth with their "chat" (i.e. either bots or people born without a brain), over an hour long call and then finally taking to twitter and linked in. If they have taken your money for flights that don't exist, take to twitter and message their employees on linked in - only then will you get a response written by a helpful person... Anyway, this is a long post, but if you are looking for a review when deciding where to book your flight, please do read this. You will definitely NOT use kiwi.com. So I booked a flight through their website, they took my payment and then once they had my money (almost a thousand UK pounds) they then emailed me saying actually the flight I had booked was not available any more. But they still had taken my money, and said it would be 10 days to get a refund. If you do not have spare money lying around to book another flight, do not use them, as if the booking doesn't go through you can't get your money back for 10 days. However, there was the option to have "kiwi credits" back immediately, and as I saw another flight I wanted on the website, I took the credits to book that instead. Then that one also turned out to be unavailable, even though yet again they took my credit money and the slight additional extra cost for the flight. I had to then book through another provider, as now kiwi.com weren't showing the flights I needed on the website (even though I knew they were available, and booked the exact same flight then through another provider, and I'd also checked the BA and Air NZ websites and seen they were available...). I then of course wanted a refund of my money, but as the second booking that hadn't processed either was in "kiwi credits" they said they were unable to refund the original payment card. Their chat function is ABYSMAL, do not expect to get any sort of response from anyone with a brain, went back and forth with them for a week, getting copy and paste irrelevant answers. Then they said I needed to call them. Was on the phone for over an hour, the person I was speaking to was doing his best to be helpful and kept checking things with his superiors - who kept then still saying no to the refund OF THE FLIGHT THAT THEY TOOK MY MONEY FOR BUT THEN DID NOT PROCESS. Finally, I took to twitter, tweeted them, and tweeted on every single one of their posts, responded to other people who were tweeting them about similar issues, even took to linked in messaging anyone listed as working at kiwi.com. Finally, after this, they have agreed to refund the booking, the booking that they took the money for then didn't complete, and kept the money.... Absolute disgrace. Never never never use this company. If I hadn't have kept following up down every avenue, they would have just kept my thousand pounds. Thieving scum. Also, have seen lots of negative reviews go up recent on trip advisor, and they seem to have responded by adding lots of random positive reviews... take that how you will.”

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Posted 1 year ago

“kiwi.com steel my money have cancel my family trip worth £2700, just refund £15 really punch of scammers”

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Posted 1 year ago

“Kivi is a business that is set to generate revenue and go to cheat for them is not a problem for them to explain: at the time of booking from the air supplier the flight was staffed but Kiwi still sold me the ticket and three days later reported that there is a problem,So make sure your friends book a direct line from the airline!”

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Posted 1 year ago

“These people give zero fucks about there customers. They tried making me purchase a third ticket after a name error on the first one and the second flight got canceled. No help at all and a 100$ refund.. 600$ down the drain and they can’t help do anything. DONT TRUST KIWI.. AND SPREAD THE WORD”

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Posted 1 year ago

“Scammers and illegal”

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Posted 1 year ago

“Crooks and scums who do not reply or refund.”

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Posted 1 year ago

“worst company to do business with. They will ripp you off so please stay away. I should have read their bad reviews before booking with them. Trust me they have bad reviews for a reason.”

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Posted 1 year ago

“Booked eight months ahead to ensure no hiccups, but a month or so after making my booking one leg of my itinerary was allegedly cancelled. Turns out it was only changed a couple hours, but Kiwi's rigid policy meant either cancelling a $1600+ booking or booking a replacement with them. The cheapest option was an additional 8 hours layover and $500 more. Nothing about the money refund for the "cancelled leg" by the way. So I cancel the whole booking and go with more trustworthy sites. Kiwi tell me a refund will take 3 months! And in likelihood will be less some fees and even only in travel credit. I DON'T WANT TO EVER FLY WITH KIWI. I'm only thankful this happened while I was still at home. But one look at their social media or review sites shows this is a common issue and their customer service team are either AI or unsympathetic drones that get paid bonuses the longer they can hold people's refunds. Avoid Kiwi, it will only cost you time chasing impossible refunds from this shell company.”

Kiwi.com 1 star review on 27th April 2023

Helpful Report

Posted 1 year ago

“I booked a flight through the AirAsia website to travel to Malaysia. My booking was confirmed and I received the details of my flight. I subsequently received a couple of slight reschedules which I had to review and accept. A few days later, AirAsia canceled my flight and gave me 2 options: choose a different flight or request a refund. AirAsia wanted to charge an additional $400 for a different flight, which is almost double the cost of my original flight. I therefore chose a refund. Following this I was advised that a refund needed to be sought from the airline and this could take up to six months. I was very confused by this as I was under the impression that I had booked directly with the airline, having used their website to make my booking. It turns out that AirAsia use a third party booking system known as Kiwi.com as their booking engine. I am now being told by AirAsia that I need to seek a refund through Kiwi.com, and Kiwi.com are advising that they have to engage the airline for the refund. My assessment of this situation is that AirAsia use this third party system so that they can avoid responsibility for customer care, and this, in turn, enables Kiwi.com to use the excuse of having to engage the airline to retain our money. I believe this is seriously bad practice and the kind of thing I really wanted to avoid, by booking directly with the Airline. Please exercise extreme caution when booking with either AirAsia or Kiwi.com.”

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Posted 1 year ago

“Kiwi is the worst travel agent ever! I booked my flight from Ibiza to Thessaloniki.. my flight has changed by the carrier and they insist that I don’t deserve a refund!! Now I can’t fly and they kept my money! Don’t book with them.It’s better to book directly from the airline you travel with. 200€ lost ! Never again !!!”

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Posted 1 year ago

“My flight got cancelled. They didn't tell me. I checked in. Waited. Found out it was cancelled. Called kiwi. Horrible custom support. Put me on hold for 15 minutes. During the hold I got a message from them saying my flight was cancelled and they offered to get me on a flight the next day for triple my original flights cost.”

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Posted 1 year ago

“The company commits fraud. They cancelled my flights twice but the aircompany originally did not cancel the flight, the departure was only 3 hours late. But Kiwi considered this change as a 'cancellation'. Needless to say that I am waiting for the refund till now”

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Posted 1 year ago

“Don’t by with them No money back ! On canceled flights. Needs to be investigated by regulators”

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Posted 1 year ago

“This company is horrible. They were supposed to get my flights and baggage. They didnt get my baggage and would not refund. I had to spend an hour on the phone with the airline to get my baggage taken care of. Poor customer service. I will never use Kiwi again.”

Helpful Report

Posted 1 year ago

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