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

“Worst covid19 crisis management”

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Posted 4 years ago

“Kiwi com offer me 43 euros refund of my 450 euros ticket, that has been cancelled. It is a insult. I will never use this service again.”

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Posted 4 years ago

“WHY ARE YOU ASKING FOR EXTRA MONEY TO CANCEL already cancelled flights? what a lame customer services. last time i buy something with you. and i will let all my friends and family heads up about you. hope your greed will be your fall.”

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Posted 4 years ago

“THIS IS A 3RD WORLD COUNTRY COMPANY SO YOU'LL GET THE WORST POSSIBLE CUSTOMER SERVICE! Absolutely garbage company. For my last trip from Los Angeles to Istanbul, they booked my tickets. My connection flight in London was impossible to take. In London I had to leave the airport and go to another airport in another city which costed me $200. Yet I missed that flight and had to purchase another ticket over there. I lost around $400 to pay for the extra luggages again which I'd already paid for in Los ANGELES. Called the customer service several times to get help but they were so disrespectful and awful even the supervisor. I travel a lot and have never had any issue with other companies. Their tickets might seem cheap but they're impossible to use. DO NOT USE THEM.”

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Posted 4 years ago

“SCAMMERS. - SON UNOS ESTAFADORES!! En estos momentos en que todas las aerolineas ya modificaron sus políticas de reembolso y cambios de vuelos cuando los mismos fueron afectados por cierres de fronteras, esta "empresa" que lo único que quiere hacer es estafar a quienes compramos por intermedio de ellos, solo les importa que les pagues por adelantado 20 euros, cuando la aerolínea ya me ha confirmado por varios medios (email, su chat, su call center) que me ofrecen el 100% del valor pagado en un voucher para que cuando todo se solucione, pueda fijar una nueva fecha de vuelo. Kiwi no responde su call center, y solo piensan en ganar dinero a costa de la situación. Pero será la última vez que conmigo ganarán dinero.. nunca mas ESTAFADORES!!”

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Posted 4 years ago

“Great search engine that finds flights that others do not. DO NOT BOOK THROUGH THEM. Deal directly with the airlines. I was offered a 70% refund because if a COVID19 cancellations but it is in Kiwi credits so cannot escape from this company! I am applying for an Assisted Refund and if i get nothing i have travel insurance that i hope will cover me.”

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Posted 4 years ago

“for tickets worth 250 euros, kiwi donates 20 euros to their virtual account. cheat of the year! never use this company. you won't get anything back!”

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Posted 4 years ago

“Bunch of scammers and liers taking advantage of the COVID 19 situation!!! We can't get our refund to our cancelled flights and giving us an option thats so insulting may this company go down to hell enjoy our money you thieves!!! Not helping at all in this crisis. No star!!;”

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Posted 4 years ago

“They deserve only ZERO rating. This agency is a group of thieves. I booked a multiple cities tickets with total more the 500£. All flights are cancelled by the airlines and offered a free full refund. Still, kiwi.com offers me only 10£ refund and if I need assistance refund will cost 20£, and will take 6 months. This is an illegal and dirty business. When I request a chat or send e.mail, they rejected bcz it's a basic and saver ticket. It is awful.”

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Posted 4 years ago

“Your kiwi.com guarantee is just a scam. Offering €10 as reimbursement for a flight of £500+ is just insulting and you're taking advantage of the COVID-19 situation to release your responsibility and survive with your lies. You're AWFUL. Thieves!!”

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Posted 4 years ago

“”Refund” after flight COVID19 cancellation only a fraction of the original ticket - it does not make any sense. You have to call them, takes 2h, poor english customer service. Read the reviews, horrible company - probably they are going to claim the refund from the airlines after screwing you over. I try to get the refund directly from the airlines or resort to my credit card to dispute the charge.”

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Posted 4 years ago

“If I could give a zero star I would, cannot travel due to covid-19, so they are offering £35 credit (not a refund) or an assisted refund. This is not legal, they should just be offering a straight up refund”

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Posted 4 years ago

“I received notification from Kiwi that one of two cancelled flights on my booking had been cancelled (days after I’d been notified of this by Ryanair), and giving me the option either to choose an alternative flight, to request a partial refund of £20 payable immediately (from a £180 ticket), or to request their assistance in requesting a more substantial refund from Ryanair (for which I would be required to pay them an £18 handling fee and would not receive any refund for up to six months). Interestingly, there was a deadline for me to make this decision, only two days until the offer would expire and I would get nothing. Also interestingly, they didn’t notify me in this email that a second flight on the booking had also been cancelled. Nor did they notify me that none of their alternative bookings would even be viable given that I was flying into Amman on 28 March, and Jordan has halted all inbound and outbound flights effective 17 March for the foreseeable future. When I attempted to call customer service to discuss this, I discovered that they have automated their phone numbers to immediately hang up on any customers who don’t have imminent flights. Funny how this policy fits with a 48 hour deadline on making the decision outlined above. This company have proven criminal, whether by incompetence or by outright deception, it’s impossible to know. I will never use them to book flights again, and I would advise others to take heed as well.”

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Posted 4 years ago

“Would give zero stars if I could. Asked about cancellation policy and refunds before leaving on my trip because I was still waiting for documents I needed to travel. They told me the best they could do was €10, and this was about two weeks before departure. I ended up getting my documents in time so everything was fine. To return, due to COVID-19, I had to go to the airport a couple of days earlier. Upon arrival I first called the airline (Icelandair, super pleasant and helpful) to ask about the possibility of getting on an earlier flight, unfortunately they told me Kiwi had reserved the rights to make any changes to my tickets. When I finally got to talk to Kiwi, after trying the day before both by phone and email, I was told I'd have to pay full price for an earlier flight. No checked luggage, was merely hoping to squeeze onto an earlier plane if there was room so I didn't have to live in an airport for two days. What difference does it make really? Maybe it does, I dunno. Many people have had problems with this company. There are suspicions about fake positive reviews and there are plenty of bad ones on other sites. They may be cheap but their customer service is pretty disappointing. They were difficult to reach and seem quite money hungry despite the low prices. I do realize this was a difficult time for everyone, but my sympathy is limited when I feel treated unjustly.”

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Posted 4 years ago

“BEWARE- Should be zero stars If you have flights cancelled due to COVID-19 they scam the a$$ of you to get any money back. Just waited on the line for an hour and 20 mins. I had 3 bookings to cancel. Basically you have 2 options. Option 1 - Get instant refund in Kiwi credit of a very small fraction of your ticket price. I had a 56 UKP Flight which they was going to give me 7.75 UKP instantly. Or Option 2 - Assisted Refund with a handling charge of 18UKP paid up front which there is no guarantee to get any money back and you still pay the handling charge and the real kicker is it can take upto 6 months. I will never use this mob again!!! I've had to cancel lots of flights recently and although I have waited ages, I've had refunds with no handling fee and it's been done whilst I've been on the phone. COVID-19 should not be used as money making opportunity!!”

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Posted 4 years ago

“I would not recommend this company to anyone.they stealing money they don't refund”

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Posted 4 years ago

“I would not recommend this company to anyone. I had booked a return trip with four separate legs, and two of the four flights were canceled by the carrier. The carrier sent a text message informing me of these cancellations, but I received no email or correspondence from Kiwi. I phoned Kiwi to verify the cancellations, only to learn that they were aware of them but had failed to inform me, and that they would not issue any immediate refund due to the type of ticket purchased, despite the precariousness of the ongoing COVID-19 situation. This is also despite the fact that their force majeure policy states that refunds depend on the policy of the airline used, and Ryanair’s website states that a full refund for the cancelled leg of the journey is available if requested instead of a rebooking. It seems I am meant to wait an unspecified period of time while their customer service team determines whether they can place me on another flight (that I can’t now make use of in any case) and hope they send me an email about it, despite the fact they didn’t bother to do so after being made aware of the original cancellation. The customer service agent, though polite and professional, gave no indication of a possible timeline in which to expect updates about these changes and insisted that they were intent on finding the “best solution” to my problem, despite it being patently obvious this is not the case, as I informed them the best solution was to refund me for the cancelled flights. I completely understand not being able to refund me for the two flights that have not been cancelled, but given that they have almost certainly received a refund on their end from the carrier for the two flight cancellations in question, there is no apparent obstacle to their cancelling the entire booking and issuing the partial refund, especially given the current circumstances.”

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Posted 4 years ago

“Terrible customer service and do not abide by their own policies. Would give 0 stars if possible. We got non-refundable tickets, but the policy says we can get a refund if the flight is cancelled. The flight WAS cancelled and instead we just got put on another one without our consent, 12 hours later!!! We called, telling them the flight we booked was cancelled and thus we wanted a refund, but they insisted on not giving us one, just told us to plan accordingly.”

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Posted 4 years ago

“1. My flight was canceled and rescheduled. Airline notified Kiwi but Kiwi forgot or missed to notify us. 2. Reached out to Kiwi, they responded and asked me to send a pm. Which I did. 3. Kiwi responded and asked for flight information and booking information etc. all good and they promised to take care of it. 4. I followed up asking for the status. (The Airline as given me the confirmation of the full refund within 2 weeks, which has long passed by now and Kiwi has NOT passed on any refund to me) 5. They told me they are still waiting for the airline to respond. 6. I followed up again and they said they are still waiting for the airline to respond but promised me to send an email on the same day about the update. 7 since then NOTHING!!!!!! I followed up again, my message is being ignored. 8. I post on their Facebook wall and they ask me to pm. I did!!!! 9. They ask me in the reply to ALL the pm sent between us "How can I help you" 10. They ignored my response again. 11. they asked me for my booking details again. 13. After more than 2 weeks we are at square one!!!! DO NOT BOOK WITH THEM!!!!! IN CASES LIKE THAT YOU WILL BE STRANDED AND THEY ARE NOT GIVING YOU YOUR MONEY BACK EVEN THOUGH THEY MESSED UP!!!!”

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Posted 4 years ago

“TERRIBLE experience from big SCAMMERS This is worst experience that happened to me in 17 years of flying. First KIWI showed me 2 different tickets (Royal moroco and Qatar airways) than after booking 2 tickets for my wife and me. KIWI.com sends me a confirmation for royal moroco and CHOCKS me with an email saying that prices have changed in QATAR AIRWAYS and that I have to pay the difference of change that is more than 3000 euros or get only the refund for the return flight ONLY ! I had to lose more than 500 euros because I'm blocked now . Terrible experience, no support, no emails or contact, no phones,no communication I'm going to sue this scam company and I'm going to dedicate my time starting from today to expose their scams. Update : 2 days ago KIWI.COM contacted me wanting more details that I provided them with. They said they want more time to investigate. I'm giving them three working days to investigate and after that I will start the "jurisdiction path" with my lawyer and my bank charging them with "false advertisement and use of false, misleading, or unproven information to advertise products ".”

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Posted 4 years ago

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