Kiwi.com Reviews

Name: Kiwi.com
Rating: 1.07

1.1 Rating 1,374 Reviews

2 %

of reviewers recommend Kiwi.com

Company Reviews

Questions

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

Visit Website

Write Your review

Tell us how Kiwi.com made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I have booked 2 tickets through Kiwi.com and soon after the payment i was notified that one of the 4 flights had been cancelled and i needed to pay more money for another flight or request a refund that would take 3 months!!!! - a very good joke... Aaand we would not know the amount refunded so it may as well be 1 dollar :( I have contacted the agent to understand why 2 flights had to be cancelled if only one had been suspended by the airline and to enquire about the refund and i got a very funny message saying a refund WAS NOT PROMISED! Is this company for real? Anyway, this is kind of dealing makes me wonder why they have not been suspended yet and how can they still continue to cheat and steal. DO NOT RECOMMEND AT ALL. If you have extra money please donate to charity. Update Following my complaint i have received a call from a Customer Service representative who offered an instant refund of 180 euro and asked me to either buy the leg of the cancelled flight or cancel and buy a new ticket. I cancelled and then was told that the remaining flights were non refundable and he would do his best to reverse the cancellation but as a gesture of goodwill he would give me a 100 euro credit redeemable on Kiwi.com only. I waited for 5 days for the cancellation reversal and finally bought new tickets using the Kiwi.com credit. I wrote back to the representative but no answer. This morning after the new ticket purchase i got a polite message saying nothing could be done so for those of you who did not get it so far here is the trick. Customer buys cheap ticket and has no Kiwi guarantee. Kiwi claims flight was cancelled and it is not refundable so if the ticket is made of more than one legs, it falls through. A Kind Customer Service person calls from a number in the UK and says, no worries, we have your back, we will redund as much as we can and now not 3 months later but the kindness stops short of the ticket being restored. Kiwi.com kindly offers 100 euro credit towards 2 lost tickets which locks you into buying a fresh ticket from them. They make money on the tickets you could not use, the new ones you bought and the cancellation/resale of tickets you gave up on. A Very well organized scam. Oh and, after taking payment for the 2nd ticket, we keep getting messages saying the filght reservation hasn't bèen confirmed and their team is workibg hard at it. Very impressive paid tickets but no reservation. Really Kiwi.com? Date of experience: 05 January 2024”

Helpful Report

Posted 1 year ago

“DO NOT use this company. I booked a flight with them >3 days ago and they still have not confirmed or cancelled my flights. I need to book another flight but I can't intil I know where I stand with them. Really bad service!!”

Helpful Report

Posted 1 year ago

“Worst company ever to deal with…I booked a round trip flight and I get a confirmation email, and be next day if my flight I went to the airport and the airlines told me that they didn’t have a seat for me and the flight is fully booked….KIWI ding refund the money and in will never use them agin”

Helpful Report

Posted 1 year ago

“I literally have no idea how this company gets 5 star reviews. They can only be from bots or employees I would guess. They advertised a flight ex FRA-ICN via UBN on MIAT leaving 22/09/2024. This was advertised as first leg (FRA-UBN) in Business (C/J) and second leg (UBN-ICN) in Economy (U) and was £639. Once I booked they issued an 'invoice' for this amount and an itinerary for both legs in economy. They did not issue a PNR and this flight was available to book directly with the airline for £419 in economy. I only booked this because of the business class on the first leg. Once I realized the issue I immediately called them and asked if they could either reissue the tickets with the correct classes or cancel the booking. This was before either the PNR or the tickets had been issued so should have been a simple internal cancellation and at no cost ( we are talking literally 10 minutes after booking here). instead I was et with a wall of dishinesty and obfuscation. First I was told you can't have a PNR with multiple classes on different legs, absolute nonsense and I have had multiple PNRs exactly like this over the last couple of years, J one leg, F another, U/Z for a small internal. This is just industry standard and not in any way abnormal. Next they told me that even though the PNR wasn't issued they still couldn't cancel and I would have to go through this that and the other to cancel. When I explained this was untrue and I had the right to cancel they told me that their own internal policies trumped the national laws and as such only their policies were applicable. I asked them to repeat this as I was recording the call and he realized his mistake and refused to repeat it. From there it went downhill ( with them telling me it would take 3 months to get a refund) and so now my only option will be to litigate my money back. An absolute nightmare and just not what anyone needs. I never book with OTA's for this very reason, and their intransigence, complete lack of customer service and blatant lack of applicable knowledge always shines through but unfortunately today I made a mistake. I would seriously caution anyone about using this company as other OTAs are much better and trustworthy, but it is always best to book direct with the airline.”

Helpful Report

Posted 1 year ago

“Scammers! Never use them again! I just literally lost my booking because of their fault and they refused to refund.”

Helpful Report

Posted 1 year ago

“DO NOT USE THIS COMPANY THEY ARE OURIGHT FRAUDSTERS,THERE SO CALLED GUARANTEE IS ALL JUST SALES PITCH,THEY DO NOT HONOR THIS GUARANTEE . MY FAMILY AND I MISSED A CONNECTING FLIGHT DUE TO OUR ORIGINAL FLIGHT BEING DELAYED, WE HAD TO BUY ALL NEW TICKETS TOTALLING $3600.00 AUSTRALIAN DOLLARS BECAUSE MY DAUGHTERS WEDDING WAS THE NEXT DAY AND WE WERE ON A TIGHT SCHEDULE AND DID NOT HAVE MANY OPTIONS TO SIT AROUND AIRPORTS ALL DAY WAITING FOR THE NEXT POSSIBLE FLIGHT. WHEN WE ASKED FOR A REFUND THEY COMPLETELY IGNORED ALL MY EMAILS AND WE ARE STILL WAITING FOR A REPLY AFTER 2 WEEKS AND 4 EMAILS UNANSWERED, THERE WERE ALSO 6 OTHER PASSENGERS IN THE WEDDING PARTY ON THE SAME FLIGHT THAT ALSO MISSED THEIR CONNECTION AND THEY EXPERIENCED THE SAME DEPLORABLE SERVICE WE RECEIVED AND ARE ALSO OUT OF POCKET............kIWI.COM YOU SHOULD BE ASHAMED !”

Helpful Report

Posted 1 year ago

“This company is the worst. Do not trust this company. I used this company to book a flight from San Francisco to Ushuaia, Argentina. I chose this company because it was the most affordable option (mistake! ) When they booked my trip they used four different airlines to get me from San Francisco to Ushuaia, Argentina (SF to Panama, Panama to Chile, Chile to Buenas Aires Argentina, Buenas aires to Ushuaia). When traveling internationally you need to check in at least 1.5 hour to 2 hr before. Kiwi booked us international trips with not enough layover time to get our bags and re check them with the new airline. We missed the connecting flight and were stuck in Buenas Aires. We called Kiwi and asked for them to help us. They charged us an additional $1300 to re book our flight. They said it was our fault for missing our flight but it was their fault booking separate flights with short layovers. When we went to the ticket counter to board our new flight that we just paid $1300 for, the airline said that our names were not on this flight and that this company booked us on an already full flight!! Yes.. i repeat, they asked us to pay additional $1300 and booked us on a flight that was completely full. I had to think quick and ended up calling my bank saying someone stole my card and to stop the payment to Kiwi. We ended up needing to buy an entire new flight directly with United Airlines. I recommend to NEVER EVER use Kiwi to book flights. Pay extra and just book with an airline directly. Absolutely awful experience. This company should be shut down. Additionally: On the way to ushuai, argentina it said the trip would take approx 30 hours to get there ... it ended up taking 57 hours and we even had to take a bus from one airport to another airport. We would get off the plane and they would update our itinerary or send us an email "im sorry you missed your flight , etc etc." happened on the way to argentina and on the way back home to SF”

Helpful Report

Posted 1 year ago

“Kiwi.com is a scamI bought two tickets to Larnaca and the time of the flight changed overnight from 8:30 to 7:00. They didn't notify us so when we arrived to the check-in desk at 6:00 they had already closed. Another couple went through the same problem that day.Then the customer service promised us that they would compensate that horrible experience with a miserable 50€ voucher. I am still waiting to get any compensation or to hear from the customer service again. I have even deleted the data of my credit card, I no longer trust such an unreliable and manipulative company.”

Helpful Report

Posted 1 year ago

“really bad customerservice, they do senda ton of junk emails, and when you need them they provide unusefull solutions, they stall and try, in every way to keep the money when the have to refund. - my flight was cancelled, i spoke with the carrier, the paid a full refund - but KIWI.com offerd me "kiwi points" refused to pay, when i threathend to file charges they returned 85% of what i paid - leaving me fighting for the last of it... struggle is still going on here two months later.”

Helpful Report

Posted 1 year ago

“They have never proceed to refund on flight travel cancelled during the Covid crisis. So don't buy anything on this website because if something went wrong you will never seen a refund.”

Helpful Report

Posted 1 year ago

“Never had such a terrible and stressful experience. Will never ever come close to them. Flight that, meant to be cheaper ended up being the same as business class with reputable airline. Firstly hussle of getting out at every destination and going through the endless ques atregistration process. To be able to exit and print the next boarding pass had to obtain a visa. Luggage allowance is equal to luggage weight. Travelling from north country to Asia and wearing warm clothes set up immediately ended up in luggage overweight. Making registration workers very happy to charge you at maximum for every single flight. No flexibility whatsoever. As kiwi is just an agent they, do not bear any, responsibility for anything, they just take money. So think twice do you really want a travel full of stress, expenses and hussle?!”

Helpful Report

Posted 1 year ago

“They scam you. Got my flight changed last minute. Not just a few hours but more than 24hr layovers. I applied for a refund and didn’t get my money back. Directly called the airline and they said the booking details i was given didn’t exist”

Helpful Report

Posted 1 year ago

“Just recently I have experienced the worst company to ever book me some flights. I was supposed to take a flight back home when apparently when I made the purchase for the flight, the transaction for my payment supposedly didn’t go through the other airlines and I have have called them exactly 12 times to solve my issue when I was in person to do my check in and the only thing the people on call would tell is wait for 5 mins. I ended waiting 45 mins and I ended up losing my flight because of them. they have not ever gave me a call back or an email. This is one of the worst websites to ever trust flights and I do not recommend these people as they are very irresponsible and not helpful to their customers. Thank you for being useless!!”

Helpful Report

Posted 1 year ago

“I experienced severe service issues with your app, resulting in over €400 in extra expenses. Despite a delayed flight, your team's advice was unhelpful, with non-functional contact numbers and ignored requests for alternative assistance. The app falsely indicated my flight cancellation, causing further confusion. Misguided information and lack of timely responses exacerbated the situation, leading to significant financial loss and inconvenience.”

Kiwi.com 1 star review on 6th January 2024

Helpful Report

Posted 1 year ago

“Awful airline, Bookend a return flight with them. As one of the legs got canceled by the airline they submitted cancelation for the entire trip without my permission. I was informed there is no refund. I explained that I never asked to cancel the entire trip and would like to go on the flights I paid for that are not canceled. They said it's too late. I contacted the airline directly and they confirmed that kiwi are wrong. My flight is not canceled and I can take it. I contacted kiwi again and they again claim that they can not undo a cancelation! But the flight is not canceled!!!!”

Helpful Report

Posted 1 year ago

“kiwi .com is a very untrustworthy .they cancle my flight and u do not get a either an other option or an other flight or refund.I will never book an other booking customer care is hopeless case”

Helpful Report

Posted 1 year ago

“I booked and paid for a roundtrip flight from Miami to Boston. 2 weeks later Kiwi.Com notified me that the first leg of the flight was cancelled by the Airline. They offered me a bait and switch flight instead that took an extra 31 hours and cost nearly $200 more. I asked for a refund and they said that I wasn't entitled to a refund, but that they would give me a $10 voucher for a future flight. They were committing Fraud. I filed a claim with Paypal and Paypal ruled in my favor and took my stolen money back from KIWI.COM. BEWARE OF KIWI.COM. They tried to steal my money and thankfully Paypal got my money back from these Criminals.”

Helpful Report

Posted 1 year ago

“I would like to write a negative review because i had bad experience booking a flight from Barcelona to Orly last week. Myself and my family booked a flight via their website and we paid for the flight as well the luggage's. While doing the check in the agent in the airport counter said that in their system they don't have the luggage and they've asked me to pay 155 Euro for the 3 luggage's. They are even surprised when they saw the booking confirmation that I have the luggage's and in their system they don't have it. first , I objected and because the boarding is getting closer, the lady asked me to pay and after to claim from the agency and I had no option because I have 2 kids with me . So I paid. While claiming back the money refund with Kiwi.com , i send the claim form and i received an immediate below generic negative response refusing to refund the money " " Hi Mohamed, We are contacting you regarding your reservation 465009281. We understand that you are requesting a refund for your reservation. However, upon checking with the airline, we see that we have successfully added all the baggage for your flight from Barcelona to Paris. Unfortunately, we cannot process any refund for the baggage fee that was charged to you at the airport. Please be informed that in case the passengers do not follow the allowed dimensions or weight allowance of their baggage specified on their e-ticket, Kiwi will not provide any compensation for expenses connected to these violations. If you have any further questions, please feel free to contact our Customer Support. Thank you for understanding. Kind regards, Jesha L. Claims Specialist Kiwi.com”

Helpful Report

Posted 1 year ago

“They are scammers they left my fiance stranded and I lost all our airfare money NEVER EVER USE.”

Helpful Report

Posted 1 year ago

“I'd leave zero stars if it was physically possible. Absolutely repugnantly terrible customer service staffed by people who aren't even capable of comprehending what the customers problem is- never mind resolving it.”

Helpful Report

Posted 1 year ago

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