Kiwi.com Reviews

Name: Kiwi.com
Rating: 1.07

1.1 Rating 1,374 Reviews

2 %

of reviewers recommend Kiwi.com

Company Reviews

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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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“This company is running a fraudulent business. Please stay away. Vacations are supposed to be fun, but this company creates unnecessary added stress that you don't need, especially in times like now with pandemic challenges. We booked a flight a few months back. The first leg of our departure flight was cancelled by the airline. We were notified by Kiwi via email a month prior to our flight, but we weren't able to identify what had changed until a week later by having to maneuver their terrible website with awful customer interface. I would say get a better CX/Product team, but I know you're doing this on purpose to scam people, so I won't say that. We reached out via email several times, and did not receive a response. They also don't allow you to speak with a human being unless you're less than 14 days from your departure day so we sat idle all this time. We were finally able to speak with a customer rep today who told us our only option was to rebook the entire flight on their website. The only options they have on their website is 3X of options available on google flights. They told us there was no option to only book the leg of the flight that was cancelled or to receive a refund for the return flight. (sorry, we don't do partial refunds). They then informed us that we could've gotten a refund if we purchased a Guarantee service that we had to pay extra for. Why would I do that? The only time I should need to purchase a guarantee service is if I, the customer, choose to cancel or change my flight. Why would I purchase a service for something I have no control over? These people are professional scammers. Absolutely disgraceful. I am part of an avid travel group, I'll make sure to let everyone know about these fraudsters, but wanted to post here as well for people who may be looking to book with them for the first time, like we were. Kiwi.com, I can't wait to see you file for bankruptcy soon. Unethical companies like you rarely survive in a customer driven market. Filthy, filthy behavior.”

Helpful Report

Posted 3 years ago

“I was forced to pay €220 to Ryanair because they failed to do checkin. They admited to be wrong and promised in writing to refund me in 3 months. 3 months later they stopped all communications completely. Unacceptablr business practice.”

Kiwi.com 1 star review on 27th July 2021

Helpful Report

Posted 3 years ago

“Fraudsters This company refused to giving back any money for the cancelled flight. I bought the tickets to Thessaloniki in February. This flight had cancelled in during next 3 days. The company promised that they're giving back the money during next 3 months. I have no answers until now. I turned to my layers. I will sue.”

Helpful Report

Posted 3 years ago

“This is a rip off website to steal the money with absolutely no responsibility. They never responded to my request to change my flights so I had to cancel the flights eventually for only a minimal refund. DO NOT PURCHASE YOUR TICKETS WITH THEM, OTHERWISE YOU WILL BE ON YOUR OWN WITH ABSOLUTELY NO HELP AND WILL LOSE YOUR MONEY.”

Helpful Report

Posted 3 years ago

“more that 4000 euros spent, flight cancelled and no refund (still waiting for almost a year). Please do not buy anything from that company”

Helpful Report

Posted 3 years ago

“I’ve been waiting for a refund from kiwi.com for eleven MONTHS! The airline changed our flights and as the flights weren’t suitable for us we asked for a refund. We were told they would arrange this. Despite being told five months ago that they had received the refunds from the airlines, we still haven’t got our money. And you can’t contact them by phone or, now, via the Help Centre. I’d give them zero stars if I could.”

Helpful Report

Posted 3 years ago

“The most dishonest company I have ever dealt with. I paid for flights for our 10th anniversary and shortly after booking, I got a message that our first flight had been cancelled. I was then given a list of very expensive alternatives, almost all of which involved overnight airport stays or hours-long bus trips to alternate airports. Yet I could see on their own site, and many others, that there were cheaper and better alternatives available. The company does not have an email address and their phone service simply hangs up on you if you are not within 2 weeks of your flight. I eventually had no choice but to take this to my credit card provider as a dispute.”

Helpful Report

Posted 3 years ago

“Don't book with kiwi ever!! Worst experience EVER! When I was booking the flight there was some kind of glitch in their system, the return flight got lost because of a glitch in the system. I ended up getting a one way flight. Their customer Service suggested to add online the return flight to this trip. Unfortunately this is not possible. Then they changed the instructions: Please book another one way flight. BUT: Booking two one-way flights is ridiculous expensive. I had to cancel the flight (getting only 90% back) and finally booked a two-way ticket somewhere else! I can see in my browser history that the WAS a glitch during the booking process that caused the return flight to get lost. Of course they were arguing that I confirmed the booking in the very last step of the booking process. But what kind of booking process is this where you have to be always on guard for some random changes so you would not get what you chose in first place. Anyway they literally told me, EVEN if there was a technical glitch on their side: They can only refund 90%”

Helpful Report

Posted 3 years ago

“This is the worst most money grabbing company out there. Booked through Kiwi as the results that were being returned from Skyscanner listed them the cheapest place to purchase RyanAir flights. When booking, I made a mistake on the booking using a title 'Mr' rather than 'Ms', I called within minutes of making the reservation and they would not change this without charging their 30 euro administration fee. This is a NON fee change with RyanAir. I today tried to add some additional baggage and noticed they want to charge this handling fee again, this fee was paid for the title change already which has not yet been processed. Kiwi will also not give you the booking email used to make your booking, after speaking with RyanAir who said they needed to they still refused. This is all so they can keep charging you 30 euros for changes! I've spoken with several people on the phone, they all follow a script, some people don't appear to even understand what you are asking them. I asked about a complaints department, they don't have one. Honestly WORST company on the planet DO NOT BOOK WITH THEM.”

Helpful Report

Posted 3 years ago

“This is a horrible travelling agency. They swindle you of your money and take 0 responsibility for issues relating to flight. I had the worst experience ever, got stuck at the airport because my flight was delayed and it was going to affect the connecting flight. the lady I spoke to was very rude with zero customer service skill. What a waste of time and money.”

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Posted 3 years ago

“No customer care at all. if something goes wrong with your trip you are on your own. There won’t be any refund”

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Posted 3 years ago

“I sent a request for refund of baggage payment because the payment to Kiwi was not accepted at the airport. Now almost 6 months have passed since the first request. I also tried several times to request the refund from Kiwi but it didn't work. It seems that they just want to get money by delaying the refund process indefinitely. If you go to their Facebook, you can see how many people are complaining about it. Please do not use Kiwi. Even 1 star rating is not proper. It should be rated as minus if possible.”

Helpful Report

Posted 3 years ago

“This company is a real cheat. We paid for the ticket, but did not receive their reply with the ticket to our email. Then we decided to cancel the purchase and refund money. But it was not there! If you want to find their service phone, you will hardly find it - everything is hidden. You can only write to them. We wrote and they promised us to consider our request. They told us that the refund takes place at least 3 months after the refund is issued. We have already had 5 months, but they did not refund the money. Of course, we can use their company again and buy a ticket with the money that we have on their account (credit). But in principle we will not do what they expect of us. Let them choke on our money. In the end it is on their conscience. God sees everything! - They can not escape the collapse!”

Helpful Report

Posted 3 years ago

“To the people, who have been swindled by Kiwi.com: You can write directly to the office of inspectors (Eva Valtrova). Complaints are received with regards to all business practices in the Czech Republic; where Oliver Dlouhy (CEO of Kiwi) works out of. podatelna at coi.cz”

Helpful Report

Posted 3 years ago

“I booked a flight to las Vegas for January of 2021 for myself and my wife. This was booked weeks in advance. I paid 189.00 for round trip tickets. I had to call KIWI several times to get any information on the reservation. I was told over and over day after day all the way up until the day of departure that we will have information or confirmation soon. Their customer service is horrible, they LIE over and over. 6 hours before my plane was to take off I still had no confirmation of the flight. I was on the phone LIVID and still I was told they would get back to me. 4 Hours prior i called KIWI back and was promptly told the flight was canceled! Are you kidding me? 4 hours prior, i had hotel rooms paid for events to get to. I politely asked them to get me another flight, they told me they couldn't but i could buy another ticket from another airline. I asked for a refund I was told THEY COULDNT give me one. So I did get a flight at an extraordinary expense you know same day notice. I paid almost a $1000 a ticket. After my trip i continue to try and get KIWI to refund me. They had blocked my number and then blocked the reservation number used to get to talk with a representative. I then asked my credit card company to help. They didnt,. I had to PAY THEM FOR NOTHING. KIWI>COM IS A FRAUD THEY WILL LIE< STEAL YOUR MONEY AND BLOCK YOU IF YOU HAVE A REFUND REQUEST! They are criminals! Period. BUYER BEWARE OF THIS SCAM. They will STEAL YOUR MONEY AND OFFER ZERO HELP. MY BOOKING NUMBER Just in case you thieves want another good laugh. 136 158 671”

Helpful Report

Posted 3 years ago

“They sold me a ticket with the wrong destination and my destination as a layover stop. I was rejected to get on a plane when I told the check-in counter service agent that I'm going to Tokyo. They told me the ticket is not a usable ticket to go to Japan and I won't be able to hop out during the layover. I need to fly to Taiwan and purchase a ticket back to Tokyo or repurchase the direct flight ticket right there on the spot, which would be very expensive. Then I missed the flight. When I called Kiwi to complain, they said I was rejected because I didn't tell them Taiwan is the last destination. "The hidden city" was in the disclaimer and I should "lie" to the airport agent that I was going to Taiwan so that I can hop out during the layover. Plus I needed to get a visa to enter Taiwan where I won't be going so that I can get off in Tokyo. First off, Taiwan was not shown anywhere in my email itinerary. They hide the "hidden city" disclaimer so well that customers like me can easily overlook it and purchase it without knowing its complication. This is such a shady business operation. And I didn't get my refunds. I left feeling so stupid and defeated. I'll never use Kiwi again even though their ticket prices are more reasonable than others, I'll refuse.”

Helpful Report

Posted 3 years ago

“Booking with them is a nightmare”

Helpful Report

Posted 3 years ago

“Scammers. Be aware. They changed flights and didn't want to give alternatives. Fake e-tickets as well.”

Helpful Report

Posted 3 years ago

“Stay away - Danger!!!! (I am not kidding - except if you want to lose your money & your calmness) On 27/5/2021 I had a flight from Moscow to Athens with the Aegean Airlines(about which i wont refer to this post,however they too have very bad customer service) which was booked long ago(around start of May). However the flight was cancelled(as I learnt later, it was cancelled around 14 of May), I received no report about it in my mail neither from kiwi or Aegean and I only happened to realize it the previous day of the flight, when i tried to check in(the flight didnt exist anymore) Anyway, I managed to fly to Athens with other company, for which i bought new tickets(directly from their internet site) as both kiwi and Aegean had fallen in my trust. Some days later, i contacted Aegean, about giving me a credit voucher, but they told me that kiwi had asked for a refund of the tickets' money and they couldnt procceed with my credit voucher. I contacted kiwi(which again had never sent me any mail at all about the refund of tickets), and as you can imagine kiwi NEVER replied to me. So to summarize: There was a cancel of a flight (~10-15 days before the flight), about which kiwi NEVER informed me, and for which kiwi asked refund of tickets from the air company, making it impossible for me either to get credit voucher or this refund(the refund goes directly to kiwi, which embezzles it) P.S I put one star cause there was not an option for 0 starts. Stay away from this company - no matter if there are low prices at some tickets!! it is a trap!!!”

Helpful Report

Posted 3 years ago

“I have received a voucher from them with one year availability (after a long battle with their Customer Service).I have booked a flight and had to pay a 30EUR difference.When using my card, I instantly received a message that the carrier increased the fares and the asked me to pay 3×the initial difference.I've made a search again , received the same smaller price difference but when I tried to pay for the fights , they increased again the flight fares. I have checked different routes and I got the same story.I wouldn't recommend this online agency to anyone so think twice before booking with them. Their so called algorithm is working only in their favour.”

Helpful Report

Posted 3 years ago

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