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

“My flight canceled by weather and frontier couldn’t give me another flight I have to buy another ticket from southwest same day with very expensive pice .I ask my refund and still waiting more than 3 months they don’t have phone number to contact kiwi.com.please do not buy thickets from kiwi .com you will have head ache they do it on purpose not to give refund back .I am telling all friends and family stay away from them.”

Kiwi.com 1 star review on 22nd March 2022

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Posted 2 years ago

“Bought tickets to Portugal in January 2021 paid for hand luggage. Then I was changed by the carrier for same luggage. Requested a refund from kiwi. 1 year and 2 month's later I get a response saving they could not get a refund from carrier. Idiot's the lot of them. Don't book thru them all y'all will get is a headache.”

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Posted 2 years ago

“I booked my flight and after 9 hours I still have not received my booking confirmation and there is no way to contact their customer support it is the worst platform I have used to book ticket will never use again”

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Posted 2 years ago

“My booking #194379493, just in case anyone from kiwi.com reads these reviews and has the decency to step up and fix this problem. I booked flights on kiwi.com two months ago. The trip was for July 14, 2022, Corfu to Malta via Bari. The first leg was on Volotea and the second flight on Ryanair. Two days ago, I get a message from Kiwi that says there’s been a “minor change” to my flights. Turns out that Volotea rescheduled their Corfu to Bari flights to a day earlier. Exactly 24 hours earlier than originally scheduled. Exact same departure time and flight, just 24 hours earlier. The second leg of our flights was still left on the 14th as originally scheduled. I contact the un-Help Desk. After about 20 messages back and forth, I am still being told that this is a minor schedule change.Hmm, I have a car rented till the 14th and a room booked till the 14th in Corfu. I am being told that adding 24 hours to my flight is a minor change. They also tried to tell me that I had agreed to this change because I opened the message. This is Kiwi’s policy as stated on their website. ”If the carrier changes your itinerary by less than 24 hours and you can catch all your connections from the same booking, we'll update your itinerary and send you an updated e-ticket." Their policy further states, "When the carrier makes a departure time change that affects the rest of your itinerary or is more than 24h, we’ll send you some alternative options or a refund”. There is a reasonable alternative flight being sold on kiwi.com right now, which I have told them several times, that I would take it if they would reschedule me. The alternative flight combo on July 14th, leaves Corfu at 7:25 and arrives in Malta at 1550hrs. They are refusing unless I cancel my original booking with only a 10Euro refund plus the cost of the new flights. When I quoted their policy to their help desk, their reply was, “ Iva R. 04:30 Hello Christopher, I am sorry for all the inconveniences you needed to go through because of this change. You are right, the change is not less than 24 hours, but it is also not more than 24hours so it can not be considered as a major schedule change. As it is exactly 24 hours in our system it is recognized as a minor change.” How dirty is that? Believe it or not, but kiwi.com claims to have a board of directors. Petra Reiter is the VP OF CUSTOMER SERVICES. Eliška Řezníček Dočkalová is the SENIOR DIRECTOR OF CUSTOMER EXPERIENCE. Of course, there is no way to contact these people. You should read some of the BS that these people say in interviews about offering amazing customer service.”

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Posted 2 years ago

“worst service ever. The Internal Revenue Service has better service then these people. They want to give you kiwi credit who the hell wants kiwi bucks when the company just screwed you. They might give you some of your money back in 90 plus days if you buy there guarantee. Wait I spend 2000.00 you cancel the ticket and you might give me 50.00 back sounds like a scam to me.”

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Posted 2 years ago

“I bought a ticket from Madrid to Tel Aviv going through Turkey. The arrival and departure on Turkey was on the same airport. A couple of weeks after buying the ticket I got an email from Kiwi informing me 'the airline' changed the tickets this time arriving to a different airport (70 km away) from the one the flight departs from. Since the connection is 2 hours long, of course I will not be able to make it if I need to change airports. When I received the email I was half asleep and apparently clicked on 'accept' when reading about the great news. Now this, according to kiwi, holds me liable and if I want to get the flight which I originally purchased, I must pay an extra $300. So now this discount airline provider will become more expensive to me than having bought from a normal place to begin with. Their customer service is useless, I got no solution from them. Do not buy there, they will deceive you so they can charge you more money in the end. I I could place 0 stars I would!”

Kiwi.com 1 star review on 19th March 2022

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Posted 2 years ago

“Misleading information and horrible customer service They offer risky trip combinations with no cabin or checked-in luggage options which is a set-up for failure, and they don't offer any customer support. Horrible experience, stay away.”

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Posted 2 years ago

“Their agent misunderstood information I passed to him which resulted in unlawful additional fee for something that airlines do for free. When I noticed I was tricked I tried to get refund but their support is playing a straight bat, pretending they do not know anything about that fee.”

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Posted 2 years ago

“I booked a flight from Tijuana through Mexico City and San Salvador to Managua. These unprofessional and incompetent people created one Kiwi Reservation, but with three airline reservation codes. They made separate booking codes for the two connecting Avianca flights. Avianca then at check in were not able to tag the bags all the way to Managua. The bags had to be collected in San Salvador, and then rechecked, except there was only a 50 minute layover so we missed the flight to Managua. NEVER BOOK WITH THESE FOOLS AGAIN”

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Posted 2 years ago

“No 24 hour grace period refund as expected by any booking company. Made a small error on dates, immediately cancelled - 0 refund...”

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Posted 2 years ago

“DON'T USE THIS SITE TO BUY YOUR PLANE TICKET, THEY DO NOT HAVE THE 24 HOUR GRACE PERIOD THE OTHER COMPANIES HAVE. ALL THE AGENCIES HAVE A 24 HOUR GRACE PERIOD, BUT THIS ONE DOES NOT. SECOND TIME I USE THIS SITE AND FOR SURE IT IS THE LAST TIME. IT IS VERY CLOSE TO AN SCAM. NO LIVE CUSTOMER SERVICE. I AM COMPLETELY DISAPPOINTED.”

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Posted 2 years ago

“Don't book flights though this website. No refunds and customer service is a joke.”

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Posted 2 years ago

“We had booked a flight to Portugal, but the flight was changed, there was an 8h gap between the transfers. Now we are losing all day flights. Refund amount 10, - €”

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Posted 2 years ago

“We booked through a 3rd party. Kiwi.com. Firstly, we were surprised to find that kiwi.com had booked our reservation through United Airlines as FOUR SEPERATE reservations instead of one! Our connecting flight was rescheduled, making it so we would need to be put on another flight. Kiwi.com charged us £680.19 to change the flight to the following day. Kiwi.com had told us that UNITED AIRLINES had cancelled the flight, therefore leaving us with only 2 options. To cancel and get a refund of $100 or pay £680.19 for the next available connecting flight. We paid kiwi.com £680.19. Today, Kiwi.com then announced to us, that our flight from Amarillo to Denver was also cancelled. Kiwi.com gave us 2 choices. To pay £340 to get the next available flight, or a refund of $100. Due to frustration, we contacted United Airlines directly. After 4 phone calls and speaking to 4 different members of United Airlines staff, ( who were very sympathetic and extremely helpful), we were informed we should not have been charged and a refund was given to kiwi.com. Kiwi.com refuse to acknowledge that United Airlines issued a refund. And refuse to answer why they charged us £680.19 for a flight that United Airlines would have NOT CHARGED US FOR. United Airlines then modified our re scheduled flight to a more convenient one the day before at no cost. Kiwi.com have intentionally booked our reservations separately, knowing that any amendments that were to be made, they could charge us for, and claim refunds back from United Airlines. I have kept all correspondence from kiwi.com. Please may I also add, that this makes United Airlines look BAD, and if we had not had contacted United Airlines directly, we would have been none the wiser. We do feel that, SOMEONE should stand by the general public. Today we went onto trust pilot, and found it a disgrace, on the amount of negative and frightening stories that Kiwi.com have. The general public need someone to stop them from doing this to them! It clearly is illegal, they are charging us for something that has been given to them free of charge. I truly hope that United Airlines can at least have them removed from skyscanner, as this is having and will have, a HUGE impact on United Airlines reputation”

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Posted 2 years ago

“They will send you a wrong flight information and never give you a refund, please stay away. Big time scam. Booking number: 202963453”

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Posted 2 years ago

“It was my first time experience using Kiwi.com because of relatively good price, but will be the last time too! They kept changing my airplane till it fell to a bad departure time(5 am). I was not allowed to make any changes since I purchased saver tickets. This company is based in Brno, not USA. I would never use kiwi.com again!”

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Posted 2 years ago

“Voucher sent by kiwi has no monetary value according to TAP so is useless. No response from kiwi to countless emails, booking no. invalid according to the automatic phones in UK and Portugal. Not worth the 1 star as customer service is non existent. Got full refund from easyJet for the return flight. Don't EVER use kiwi!”

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Posted 2 years ago

“⚠️ EXPOSING Kiwi.com - READ THIS ⚠️ 2 years ago, my wife and I were planning a trip to Australia. We booked our flight before the pandemic and as the world shut down in March, we were not able to go. We booked our tickets through 2 websites... Kiwi.com for the way there and Gotogate for the return. A few months after the shut down, I contacted both websites to get my refunds. Gotogate processed a full refund in July 2020. However it's now been 2 years and I will haven't got anything from Kiwi.com yet. I followed up regularly, and I have been told that Hawaiian Airlines rejected the refund request, and that they haven't heard back from Delta Airlines. I eventually filed a complaint on the Department of Transporting website to sort this out as I wasn't getting anywhere on my own. The DOT contacted the airlines, and they both got back to me directly. I found out Delta refunded Kiwi.com in November 2020, and Hawaiian Airlines refunded them in February 2021. Kiwi.com fed me lies for 2 years when they had MY MONEY on their account. After complaining to them, they are offering me a partial refund as a credit of their website. What a joke, how can they expect me to use their horrible service ever again. I have screenshots of all the messages... I will share only a couple here to show I'm telling the truth. STAY AWAY FROM Kiwi.com. THEY ARE LIERS.”

Kiwi.com 1 star review on 4th March 2022

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Posted 2 years ago

“Terrible. DO NOT USE THEM. I’m still waiting for my refund 2 years on. I am still fighting for my thousands of dollars. You cannot speak to anyone unless you have a flight within 14 days.”

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Posted 2 years ago

“Please don’t use this kiwi.com agency. They are a total scam! You gonna end up paying way more money. They changed your flight time frequently before departure that make you have to change it back or change the flight. You can’t changed whatever they made unless you pay new ticket. They give the reason as the carrier changed the flight schedule, it’s a lie!!! I had to changed my flight twice and pay triple than my original booking. Please please be aware. When you call the operator, you will realized that they sound like the people from phone call scammer.”

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Posted 2 years ago

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