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

“I recently had the misfortune of booking my flights through Kiwi.com, and it was a nightmare from start to finish. Several months before my scheduled trip, I received an email informing me that my flights had been canceled with no explanation whatsoever. To make matters worse, Kiwi.com provided no alternative options except for booking entirely new flights at my own expense or waiting for a refund. Opting for the refund seemed like the logical choice, but little did I know that it would take a whopping six months to process! Initially, Kiwi.com assured me that the refund would be completed within 90 days and that I would receive 80-90% of my flight costs back. However, this turned out to be a blatant lie. Throughout the refund process, the customer service was abysmal. It felt like I was talking to a bot, as each response was generic and unhelpful. It became increasingly clear that Kiwi.com had no intention of providing satisfactory assistance or communication. To add insult to injury, I later discovered that when Kiwi.com requests a refund from the airlines, they only request the tax back, not the actual value of the tickets. This was confirmed by the airlines themselves, leaving me feeling deceived and cheated. Overall, my experience with Kiwi.com was nothing short of a disaster, and I will never be using their services again. Save yourself the headache and book your flights elsewhere.”

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Posted 10 months ago

“Terrible company! They only know how to take your money, nothing else.”

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Posted 10 months ago

“Roll the dice but don’t expect any support. Constant crashes had me booking a ticket through an airline costing me 8 times more. Not worth it.”

Kiwi.com 1 star review on 28th February 2024

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Posted 10 months ago

“The worst provider ever. I will never do the same mistake . I have made a multiply booking with Flexi Insurance, At the beginning, I spent 45' on a call to understand why my booking reference is not recognised from AIR ASIA (5 fligyht was all under same air company) Air Asia rescheduled the flight by 5 hours without notice (and in fact, it wasn't the flight that was rescheduled; they just kicked some passengers out of the flight-perhaps because someone paud more for the same flight)and I received an email for another flight with different flight number with 5 hours later from my scheduled one and I have no right to change or reschedule my flight than to walk in the airport at Air Asia counter The booking reference wasn't recognised by AirAsia or their KIWI app when I finally created an account and logged in!!!! And wasn't editable either to add on luggage, etc. It was just like it didn't exist as booking I fell sick in the middle of the trip, and they didn't reschedule my flight .Their response was that KIWI.com is not responsible for health issues . Honestly, it Sucks from every aspect: communication, customer service , price , application . After this experience, I will really think a lot before I book even Air Asia flights . To book through KiWI not even a chance I don't understand the extra money that I paid for Flexi ticket if is only to change it before the first departure NEVER AGAIN”

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Posted 10 months ago

“One of my four flights had free check in baggage and there was no option at the time of booking to add bags on separately to flights. This was not made clear on the website (or I would’ve either not booked with kiwi or upgraded my fare tariff). I am now being charge €130 to put a 15kg bag, of which €30 is their fee. Ludicrous situation if their website is unable to offer bags for separate flights. I’ll never book with them again, far better to book with the airline directly.”

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Posted 10 months ago

“I needed to add another email. You would imagine this to be a simple task ? I tried for days everything that the FAQ's and chatbots suggested. None worked. All I got were circular suggestions and advice to swap from either FAQ to chatbot and vica versa. I needed to speak to a human to sort this simple problem out. My trips showed that I had none - though I had paid for one. Thus I could not check in. It was absolutely impossible to talk to a human. I will never use kiwi again !”

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Posted 10 months ago

“Kiwi is one of the worst companies I have ever delt with! They used credentials other than mine, got me stranded in the Las Vegas airport for four days! I was treated like a criminal I have never been so humiliated in My life! The level of dishonesty is unbelievable. They offered me a $20 voucher for future travel seriously? I pray nobody else gets this kind of treatment for trusting a business. They need to be put out of business”

Kiwi.com 1 star review on 25th February 2024

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Posted 10 months ago

“DO NOT BOOK with these people. They are thieves and scammers. They added a random flight to Bangladesh at the end of my trip claiming I chose a “hidden city” feature and it was NEVER communicated to me. I spoke to them but no resolve, and at the airport they wouldn’t let me board the flight because of that trip and not having a visa! It was an absolute mess! I have been on the phone for hours and no refund or support, they just wanted to take my money and strand me at the airport. This feature did not save me money, it cost me 3x more - this is not cost-saving. At the airport I heard countless stories of them doing the same to others and all the airline staff refer to them as “the scam site”. STAY AWAY!!!”

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Posted 10 months ago

“My flight was delayed by one hour and forty minutes which made us miss our connecting flight. I kept putting that I needed help on there website and was told I still had time to catch my flight which is not true. It was 30 minutes after my flight left where the website changed from you still have time to sorry we can’t help you. I had to buy all new tickets. This is a terrible website do not book with them.”

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Posted 10 months ago

“Kiwi sold me a ticket on an already booked flight the 3 weeks ago. Still fighting with them through PayPal to receive my refund which they said would come back to my PayPal account the next day. Kiwi gets 1 star only because I couldn’t give them zero!”

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Posted 10 months ago

“third party company that bases their policies on confusing and misleading information. They also book flights with airlines that no longer operate, so they take your money by stating it was not their fault. I was not able to request to speak to a manager directly, so they said they would decide when to call me back, supposedly to speak with Kyritika Dongle, one of their managers. In a nutshell this company does not take responsibility for flights cancelled by airlines nor they are willing to help you navigate other alternatives. No only my flight was canceled, they refused to provide me with an alternative option unless I paid more it myself and there was no refund.”

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Posted 10 months ago

“Kiwi.com are happy to take money knowing you will never get what you paid for. Similar experience to the many others here: Gave us a “connecting” flight that landed after check-in closed for the international leg. Cost us one day of our holiday, new flights, a hotel because we had to stay over, taxis etc. But the worst part was dealing with the Kiwi.com “agents” trained to say “no refund”, “nothing we can do” and “not my job”. And when we caught them lying, they just gave us new lies. Honestly, you’d be better off going down to the corner and emptying your savings into the gutter. Kiwi.com are thieves.”

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Posted 10 months ago

“If I could I would give a 100 negative. This company is a total scam. I booked an expensive flight with them. But the carrier cancelled on me I applied for refund paying extra 20€ for priority process but they answered after a 5 week that I would be refunded only 13€. Avoid being scammed. These people are sitting in India and scamming people.”

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Posted 10 months ago

“I had a very bad experience with kiwi. They sold me a ticket to a flight company that currently is not working in the country I am from. I figured out that there is no flight only in the airport. I had a few chats with customer support, i have a feeling they don't take notes from the previous conversation, it's a big mass. I am not sure I will get a refund. They have very low-quality service, if there is any problem with the flight, they are not taking responsibility for that and are not willing to help.”

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Posted 10 months ago

“Dreadful 'company.' Whilst the trips to and from Australia were fine, Kiwi.com informed us of a cancellation of an internal flight a couple of months in advance. Allegedly a cancellation by Quantas. We rebooted this flight for hundreds of pounds. A YEAR later and Kiwi.com are still avoiding the refund, claiming the carrier 'refused it'... despite Quantas saying no application has been received and that in the event of cancellations they would refund the agent swiftly anyway! It's all so dodgy. And you get passed around a bizarre online message service in India with your complaints, months of being fobbed off with poorly worded excuses. We're going to get the bank to refund us and challenge these unscrupulous buggers. So much energy expended into getting back what we're owed. So yes... avoid them!”

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Posted 10 months ago

“Kiwi did not inform me that the flight departure date was one day earlier than in my eticket. I had to search for my flight myself, but when I did, I learned that it has already landed so I had to pay a lot of money for new tickets and Kiwi refused to refund me.”

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Posted 10 months ago

“My trip was canceled by airplane company and after calling help desk and chatting with them the only way to request refund only for cancelled flight was to cancel also return ticket for which i wont receive any refund! Im in shock!”

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Posted 10 months ago

“I am absolutely outraged that my flight time has changed by ELEVEN HOURS and then to be informed by customer service over the phone that is a ‘minor change’ and therefore cannot be amended. I am appalled. I have a wedding on 14th April at 2pm that I absolutely have to be at. My original flight time is still available on sky scanner so have been moved onto a new flight for absolutely no reason.”

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Posted 10 months ago

“Dont bother using them. Any additional baggages they charge you more than double of what the airline charges and call it 'handling fee' It may look cheaper but you will end of paying more than what you would if booked directly with the airlines. Ridiculous customer service, they dont seem to care about your issues at all. Better off booking elsewhere. Never waste time with them.”

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Posted 11 months ago

“Worst booking experience. None of the additional services were provided though they took extra payment for it. When I claimed it they said extra services are not refundable still I can book additional services with the air company myself. Customer support was very slow and hasn't replied for 11 hours instead of 4.”

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Posted 11 months ago

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