Kiwi.com Reviews

Name: Kiwi.com
Rating: 1.07

1.1 Rating 1,374 Reviews

2 %

of reviewers recommend Kiwi.com

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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

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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

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“I booked my flight through Kiwi.com because it was slightly better priced. One of my flights delayed by 9 hours (this was not Kiwi's fault). However, because it was booked through Kiwi, I received NO UPDATES and was stranded at an airport with a baby. The airline said they would refund me due to the delay being longer than 3 hours. 2 months later the airlines cannot figure out where they sent my refund. We finally confirmed that the card on file that was refunded was a Kiwi.com card... Frontier sent my refund 3 days after the flight was cancelled. I still have not received my refund. When I send in chat messages about why Kiwi has not refunded me even though the airlines have refunded them, I get nothing. No responses. No emails. No helpdesk chat responses. This company is terrible. DO NOT WASTE YOUR MONEY OR YOUR TIME! THEY ARE A HORRIBLE! Until I receive my full refund, I will continue to write awful reviews.”

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Posted 2 years ago

“Worst support and service of any booking agent - EVER!! Paid for a business class ticket and when I changed departure days they charged me thousands of dollars and put me in economy!! These guys are not honest and provide terrible service - in addition to cheating travelers. I would recommend everyone stay away from Kiwi.”

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Posted 2 years ago

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Posted 2 years ago

“TOTAL SCAMMMMMMMMMMMMMM!!! STAY AWAY THEY WILL STEAL YOUR MONEY DISHONEST”

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Posted 2 years ago

“Kiwi booked me on a Jetstar flight to Cairns from Melbourne - I had booked online using Kiwi site for 3 Pax. 1) Firstly they booked me on two different PNRs which means I was on a different PNR from my wife and daughter 2) I tried to check-in onto the flight to Cairns online on the day of flight (4 July 2022) for flight number JQ 946. I noticed that my ticket was not confirmed as it was partially paid by Kiwi. I was asked to make additional payment before the ticket was confirmed (please note this was about 4 hrs prior to the flight departure). I was unable to pay online to the airlines due to some technical issue - I called up KIwi customer service and asked for help. I was promised that they are looking into this on an urgent basis and will revert asap. As there was no update from Kiwi, I called back in another 45 mins and was again assured that they will take care of this and revert urgently to me. Please note - NOBODY from Kiwi called back or sorted this out for me. I had to finally sort out the pending payment at my end with the help of a friend before I could board the flight. Really unprofessional way of handling the case by Kiwi - I have never seen this in any agent across any where in the world (I frequently travel across the world). I am not recomending Kiwi to anyone after this experience. Tamal De”

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Posted 2 years ago

“My return flight did not exist with the airline, I had to purchase a new return flight”

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Posted 2 years ago

“We booked our flights to Corfu Greece with Kiwi.com because of the price, apparent convenience, and baggage allowance in terms of carry on bags ( one 4 kg. bag and one 8 kg. bag per passenger) . All was printed out under the Kiwi letterhead and all was well on our departing flight. Just prior to our return flight I discovered that there was a flight change that involved an earlier departure as well as an extended 12 hour stay in Athens for our connection. The issue was at check- in in Corfu where we were informed that the airline ticket did not indicate the same carry on allowance as shown in our reservation meaning that we had to pay an unexpected fee for baggage. I paid and contacted Kiwi only to be given a polite (at first) runaround . Kiwi referred me to the airline but I wrote them that my problem was with Kiwi . I made my reservation based upon Kiwi's ad and Kiwi's confirmation . As time has passed they don't even acknowledge my mails. It is almost 2 years(!!!) since this incident and yet they still send me offers ! Obviously, I explained to them that until this is resoved why would I even consider them as an option ? I have travelled since then (with other companies)and I have nothing but contempt for Kiwi - and any other company that has no integrity or respect for the clients who are the reason for their very existence !”

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Posted 2 years ago

“Thanks to Guarantee team for organising us an alternative route home and accommodation after our first flight was delayed and the rest of the trip collapsed because of that. Reading such bad reviews we were dreading the worst but after few obstacles all was sorted. Yes it took some time and patience because we received an alternative route confirmation after 5 hours of waiting in hot and busy airport with children. And during that time I was the one regularly calling them and asking for updates and various other questions that came up because of the situation.So in the future would be nice for team to communicate a bit more with customers when sorting their issues.”

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Posted 2 years ago

“Bought a flight from TLV to Rhodes with Kiwi.com. When I showed up at the registration desk, they said I was not in the system. There were a couple of people with the same problem. The airport staff said kiwi.com was doing this all the time, taking people's money and issuing no tickets. Avoid at all cost.”

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Posted 2 years ago

“I used kiwi to go to Barcelona on the 16th, I did not end up in Barcelona until the 18th. I was supposed to get back home on the 26th and I did not get back home until the 27th. I had to sleep in the Toronto airport multiple days due to the fact that there's no type of hotel accommodations. I had multiple cancellations and delays and there was little to no assistance in rescheduling flights. My baggage was damaged and I have not gotten a refund for that, I haven't gotten a refund at all actually. I had to rebook almost all my flights using different airlines myself and I ended up spending over an extra $2,000 just to get to and from my intended destinations. At one point when I was attempting to use kiwi to reschedule a flight they told me to "call back later in two hours because our services are down" it was already 1:30 am. When one of my flights got cancelled I called a kiwi agent to let them know about the cancellation and the told me I had to call the airline to rebook, is that not kiwis job? Almost every time they "rebooked" me on a flight it would get rescheduled, cancelled or my spot would mysteriously disappear. Honestly I never leave reviews but if I can save anyone from this extremely traumatic experience I'd be happy to.”

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Posted 2 years ago

“They are a scam. They took my money and never refund me back. Please DO NOT use them!!!!”

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Posted 2 years ago

“Worst experience in travel agents ever, my tickets got cancelled, and they send me an email that I will not be receiving a refund! Don’t book with them, their prices might be tempting, but you will be paying double the price ( at least) to cover yourself up.”

Kiwi.com 1 star review on 29th June 2022

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Posted 2 years ago

“Do not book with them. They are thieves. If for some unforseen reason u have to cancel They will refund 10 Euros for your entire ticket of $1000 and pocket the rest, even if the airline is refunding upto 75% of the amount. Be careful booking with them. They even charge u and pay the airline with their card so they have full control over the transaction. Airline confirmed to me that 1 flight in your itinerary has been canceled and no info from Kiwi.com. and probably no refund for it either.”

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Posted 2 years ago

“Paid for a airplane ticket to return home. Soon after paying via credit card, I get an email from Kiwi.com saying we are processing your booking. Four hours later, I get an email saying your booking process has been delayed and you will be notified when complete. Also, stated may take up to 24 hours. I waited 24 hours and still no response. Web site indicated still processing. I attempted to have a live chat and find out the status but could only chat with an artificial service representative. To date, the day of departure, I still have not received any communication from Kiwi.com. I had to buy another ticket from a different company and flying home. Using Kiwi.com was an expensive mistake and I feel robbed.”

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Posted 2 years ago

“This company is a absolute scam booked two flights had to pay extra and the flights wasn't even booked never received my confirmation and they refused to give me my refund and the customer service is really bad 😑 they take all your money and no flights absolute rip off stay away”

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Posted 2 years ago

“This is the worst company ever! I booked 6 flights around Europe and they ruined every single one of them. They moved my flights to other days and I had to pay extra nights in some hotels and loose nights in others. Then there was a typo with my name and I checked each airline and the passenger name can be changed for free if its under 3 characters, which in my case it was. Not only they replied to me after weeks of trying, I had to call them since they ignored my emails. And to make it worse, Kiwi wanted to charge me 150£ per flight to fix the typo which its supposed to be free! That price was even more than some of the flights. I had to call each airline individually and do it myself, but since kiwi did the reservation, I had to remove them as the owners of the reservation and change it myself. And thanks to that I found out they messed up the luggage for one of the flights! They forgot to add the luggage for one of the returns! I had to pay extra for all that. I ended up paying 500£ more due to change in hotel accommodation and the luggage. The worst company ever! I will try to seek legal advice because this was outrageous!”

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Posted 2 years ago

“HORRIBLE COMPANY DO NOT BOOK WITH THEM. Their polices are not legit and they have worst customer service.”

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Posted 2 years ago

“they don't care Had a family emergency the day before my flight and called to cancel my flight. They refused to help me since it was less than 48 hours. I understand they have to follow policy, but there should be exceptions. Such a waste of time and money.”

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Posted 2 years ago

“Good luck having a refund with those scammers. My flight was cancelled and the airline issued a refund 4 months ago and till now KIWI didn't give me a penny. I keep chasing them but no answer. I will never use this company again.”

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Posted 2 years ago

“Under no circumstances should you book with Kiwi.com! Absolutely shocking and incompetent customer service. I tried to book a flight to China but found the flight itinerary they sold was actually impossible and wouldn't be acceptable for anyone to be admitted (according to the Chinese Embassy). I rebooked the suggested itinerary on the site only to get a notification several days later that it was rejected. Thus began a long saga of correspondence with the Help Desk (they offer phone support 2 weeks before your flight date). The only times I get any information is when I've chased them up - they do not take any initiative to find a solution. They answer all queries and suggestions with excuses: - the flight route is unavailable (yet I can see them selling the routes on their website and on other airline websites) - we have a high volume, you are in a queue and we are working through it, please be patient (for nearly a month??) Terrible company!”

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Posted 2 years ago

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