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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Metrics

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

“This is a scam company, please do not use it even though your price is better. We got to the airport and our flight was not going where it was confirmed by them on our itinerary. The airline had to change and rebook and we got to pay for the whole flight again. Kiwi will tell you that you choose that destination on their website. But their email confirmation does not mention anything about that. It's a very stressful situation and they are not willing to reimburse. I asked to speak with Supervisor when I called, of course the supervisor was busy and was going to call me back , Did they ? nope You are at your own risk.”

Helpful Report

Posted 3 years ago

“Booked a flight to PXM. The return flight was delayed 48 hours! I was notified by email and called 5x to get assistance. They deflected to the airline and said there was nothing they could do. When I got come I requested a refund and was not allowed to speak with anyone ONLY an online submission could start the process that said it would take 3 MONTHS.... Now ask yourself, would you want to work with a company that does not have any level of integrity nor assistance available for its customers and will then keep your refund for 90 days!!?!”

Helpful Report

Posted 3 years ago

“Consumer fraud , the better business bureau , even if you contact the cyber crime division for fraud , you still won't get your money back . I was contemplating getting the Attorney general involved and having this site removed from the United States permanently as you will see all the customer reviews are the same , people paying for services not rendered . My case is similar to most however Kiwi actually waited weeks to bill my account after not being able to book my trip . Since they tried to bill my old closed account , it caused my new account to be frozen because there is now a 492.00 transaction Kiwi is attempting to process from my old account for tickets that were never booked . I see the scam and how it works . Kiwi is a third party that books for other agencies . At the time of your booking there may be availability , however due to the poor customer service and slow response time (intentional) , by the time a Kiwi agent gets around to booking the trip paid for , there is usually no availability left , at which point they will call you to make alternate travel . This leaves the customer with no tickets , a negative balance for the tickets never purchased . Then once Kiwi has your money they will steal your interest by avoiding phone calls , communications and denying the return of your money . When 1000 people are ripped off for 1000 dollars this equals one million dollars . One million dollars nets about 65,000 dollars per year in interest and Kiwi keeps it . The problem is this there are a lot more than 1000 people who got ripped off for a lot more than 1000 dollars . I would lay odds that Kiwi has close to 100,000 people who all have their money tied up and Kiwi holds the money in a single account to steal all your interest. It wouldn't surprise me if Kiwi makes the majority of it's money this way and they probably make millions maybe tens of millions of dollars annually by stealing your interest . Sadly this will continue until someone like me reports them for cyber crime. This is similar to most Ponzi schemes , but sadly most people give up and abandon the money that Kiwi steals from them because they are smaller amounts of money than let's say the Bernie Madoff case . I can see why the American government would allow this to continue , first they get a third of your stolen money in taxes , and secondly the amount of people that have been ripped off is too much work for them , unlike the Bernie Madoff case , there are hundreds of thousands of people that have been affected and ripped off , so to the American government , it isn't cost effective for them to prosecute because it is too much work , and Kiwi pays the American government one third of the money they steal form you in taxes . Smooth criminals !”

Helpful Report

Posted 3 years ago

“Booked the flights. In few days time got an email, that my route to the destination requires to be ammended - after picking different route - been charged extra money. In few more days I got one more email like this, but I ignored it - and flights been showing to be ok. I had to cancel my flights in the end, and l've been promised at least a partial refund. When enquiring about the case - I've been getting emails asking to be patient due Covid. In the end they closed the case without the refund or any explanation. Money lost. More scam than a company.”

Helpful Report

Posted 3 years ago

“Description of Complaint: I purchased a ticket on April 21 to fly from Washington DC to Amsterdam and from Amsterdam to Düsseldorf. I got the conformation and thought that the only thing left for me was to go to the airport to check in. My flight was on May 5th with KLM. I bought the ticket online from KIWI. When I got to the airport, they told me that they had my ticket in their system from washington Dulles to Amsterdam and From Amsterdam to Barcelona. They refused to get me on the plane even after I showed them my email with my E-ticket which was attached. They said that they could not find any ticket on my name from Amsterdam to Dusseldorf. I lost my flight including $120 that I paid for my COVID test. When I called Kiwi, they told me that I had agreed to get an extra ticket in order to pay less for my flight, but I was not obligated to use the extra ticket. I wasn't aware of that. When I got my online ticket the confirmation was for my flight to Dusseldorf. Now KLM blames Kiwi and Kiwi blames KLM”

Helpful Report

Posted 3 years ago

“They always seem to have cheapest flight options, and it's ok as long as your flight goes ahead, but from now on I will pay a little extra and book with any other reliable agent but them. First red light to me was the fact they don't accept amex (amex is not messing about when it comes to protecting their clients). Second red light, they are based in Hungary not UK. Booked flights to LA in Jan 2020. Due to pandemic it has been cancelled (not their fault of course). I have applied for a refund. It has been dragging for over 6 months. They said I can only exchange my flight to another date. Ok. Tried that, took emailing back and forth. Then in December 2020, they emailed saying that Virgin is now offering cash refund. I accepted a cash refund. They acknowledged that and emailed stating refund will be processed in 30-60 days. It has now been 152 days and no refund, that is excluding another 6 months from the actual cancellation. I would highly avoid them and any other agent who does not accept American Express payments. There is nothing else I can due, but leave negative review in a hope that it will help others to be aware.”

Helpful Report

Posted 3 years ago

“Booked two flights that were then cancelled by the airline due to covid. This was March 2020, the Airline refunded the ticket costs to Kiwi, they have not (twelve months on) refunded to myself. Total scammers, they lied through their teeth ("we are processing your claim, Finance Department said it will take three months") when they were contactable and now have removed voice and email communications from their site. DO NOT USE - unless you want to throw your money away. 0/10 for support.”

Helpful Report

Posted 3 years ago

“My flight was cancelled due to pandemic, and I requested for a refund, however did not get it yet. I contacted the airlines and was told that the refund was already made, however Kiwi.com says that there is no refund made yet. Totally dissatisfied with their service and don’t know whom to contact to ask for help. Do not ever buy tickets from them, better pay more but be safe. The worst experience ever”

Helpful Report

Posted 3 years ago

“Customer support is zero. We had cancelled flight and no one contacted us! Just sent one email and that's it! I haven't noticed this email (went to junk mail) and no one even tried to contact once again - neither email , nor phone call!! We only figured it out that we do not have any confirmed flights when we were at the airport and completed 2 out of 4 flights🙁 Super disappointed. Yes, there is an advantage that Kiwi.com finds you the cheapest option to go from A to B and it's OK until everything is OK, but if you experience any kind of difficulties no one even tries to help you... I promised myself to inform all my friends about this unpleasant experience using Kiwi.com.”

Helpful Report

Posted 3 years ago

“Horrible experience. We bought tickets with LOT via Kiwi. The flight was cancelled due to a pandemic. When tried to get the refund they just refer to get the request and maybe after few months they will come back to me with some feedback. So meantime I asked LOT what is the situation, They confirmed they refunded my money to Kiwi a month ago. What? Kiwi you are liars. I started communicating with my bank to use the cashback option as it seems to be the only solution.”

Helpful Report

Posted 3 years ago

“Kiwi lists all legs of my flight as cancelled despite me confirming with each airline they could change them / refund them easily. They have not responded to my help desk request in over a week and refuse to put through my call. Worst travel experience I have ever had and I have not even gone to the airport yet. Never use them”

Helpful Report

Posted 3 years ago

“Worst website I dealed with.. I payed more for flexible ticket and before my trip by 5 days I asked to postpon my flight 2 days due to imagration decument but they asked me to pay high price for rebooking the my reservation so I bought the new ticket from another website with cheaper than what they asked for as additional on my previous reservation .. in the end they make me lose my reservation and buy new ticket”

Helpful Report

Posted 3 years ago

“Worst scam ever. Over 4 months and they haven’t refunded me yet! They won’t even let you speak to them over the phone because they are aware and guilty to the core! Only automated messages where they feed you one lie after the other, either that they are waiting for the airline to refund them (I spoke with o the airline repeatedly and they confirmed that is not the case) or other lies aimed at keep you on hold. They won’t refund you and there’s no way to speak to them for real. STEAR CLEAR FROM THEM!!!”

Helpful Report

Posted 3 years ago

“Dreadful customer interface, booking system has a problem with page cache; progress to payment page and found only AFTER paid for booking that required ‘page refresh’ reveres dates to system default NOT my chosen dates. Attempted to cancel 10-seconds after booking but was told that couldn’t cancel or change without paying new ticket price. Oh... don’t try using the ‘manage my booking’ option, their system current has security token ‘issues’ meaning you can’t register to access any bookings anyway. A number of people saying Kiwi.com is legit... they are far from legit.”

Helpful Report

Posted 3 years ago

“appalling service. They tell me they have already received my refund from the airline (3 months ago) but I just have to wait for them to process it, while they sit on the funds. As above, I'm expecting only a partial refund although this was never mentioned by them when I was given the option to either have a voucher (so glad I didn't opt fort that one) or apply for a refund from the airline through Kiwi. I will never ever touch them with a bargepole again.”

Helpful Report

Posted 3 years ago

“please give my money back, I need to contact an executive and send them my refund confirmation from Easyjet or I'll take legal actions. Kiwi is saying that they don't have the money but I have the refund confirmation email so please, help!”

Kiwi.com 1 star review on 3rd April 2021

Helpful Report

Posted 3 years ago

“canceled my flight saying it is SOLD OUT, it is NOT. And they were trying to sell me another flight which is DOUBLE the cost and not direct. What a waste of time.”

Helpful Report

Posted 3 years ago

“Kiwi is a scam. I booked my flights through them, flight cancelled. Not my fault. I ask for a refund. I feel like I'm going around in circles. It seems my only option is Kiwi credit. You can not get a hold of a live person. I did get some comfort that I am not the only one with this problem, and others had it a lot worst than I did.”

Helpful Report

Posted 3 years ago

“Kiwi.com is one of the companies that makes profit by stealing money from us, consumers. How many people have already lost their hard earned money in such difficult time... After almost a year battle I realize no intension from their side to be on consumer side. They offer me a credit 70% value of my tickets to use towards any other trip. There are reviews from people who already lost more money trying to use their credit! Kiwi.com should be ashamed but it’s not. What a scam, how they can continue their business? Airlines will stop dealing with them as well as consumers! Don’t use them to book your flights.”

Helpful Report

Posted 3 years ago

“Ordered tickets in February of 2020. Flights cancelled. Took almost a full YEAR to get PARTIAL credit returned. Booked new tickets for summer of 2021, not even a week after booking tickets, two flights are cancelled, and they aren't willing to help me find an alternative since the tickets are already PAID FOR. They either want me to buy new tickets or get ANOTHER REFUND. Keep in mind, I was using what "credit" they had jokingly given me to pay for these tickets as well, and don't care to wait another year for a fraction of the amount I paid. DO NOT BOOK WITH KIWI.”

Helpful Report

Posted 3 years ago

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