Kiwi.com Reviews

Name: Kiwi.com
Rating: 1.07

1.1 Rating 1,324 Reviews

2 %

of reviewers recommend Kiwi.com

Company Reviews

Questions

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

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 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

“Booking # 153300675 1. I bought an international round trip (2 legs each way) for my family of 4. 2. The third leg flight was cancelled by the airline. 3. Here is where the issues started: the options Kiwi.com gave me to replace the flight were not good for us. 4. They allowed me to deal directly with the airline and I found a solution, by adding one more stop to the return flight (5 legs now). I did on my own what Kiwi’s customer service could not do. 5. Unfortunately, when I bought the tickets, I had made a mistake in my son’s last name missing one letter. 6. I was able to make the correction directly with the airlines in 4 of the 5 legs. The last one was impossible due to the fact that Kiwi bought the ticket thru a company in Europe. 7. I called Kiwi and paid 30 Euros for them to make the change. 8. I called them twice a day for 5 days before they did anything. They finally admitted they were not able to make the change. 9. I lost the 30 euros and I had to buy a new ticket for my son for the missing leg. 10. Horrible customer service. I will never buy from Kiwi.com ever again.”

Helpful Report

Posted 3 years ago

“I wish I had read the reviews before buying a ticket flight with this company. Despite I paid for kiwi guarantee they don't want to refund the money for my flight that I cannot use because the other flight was canceled. Poor response by message helpline and impossible to call them. I am really disappointed!”

Helpful Report

Posted 3 years ago

“I would never recommend or use this company again as a mediator for a flight. They don’t provide you with most important information, don’t take any responsibility for their mistakes, takes them extreme long to answer a request, in my case they needed almost one year to answer my emails, lost a lot of money because of them. What a robbery. Bad customer service! Choose reputable companies and mediators, not Kiwi!”

Helpful Report

Posted 3 years ago

“SCAM COMPANY! Ordered a ticket through them for a flight to Berlin; around $850 The flight was cancelled on their side and they asked me to pay for another flight or request a refund in December 2020. I chose a refund because I was not even allowed to leave Canada around that time. No communication regarding the refund after April. They were going to make me wait a few months for the refund or pay MORE MONEY to have them help with my refund. I picked the slower method because the refund was not guaranteed. They stated they were waiting for the airline to get my money back. I spoke with one of the airlines, they refunded the ticket in full, but because the flights were purchased through Kiwi's 2 credit cards, I would not get the refund. Air Canada, Air Transat and TAP have all been refunding due to the bailouts, so it's unlikely that at all that they would not refund in full. Kiwi stopped answering my messages and randomly refunded only $45 credit, despite them being refunded in full.”

Helpful Report

Posted 3 years ago

“ZERO STARS ACTUALLY. They booked me on a flight all the way from HRE to MEL as though it were actually possible. (Normally use Flight Centre coz they do all the homework for you). I get to Singapore Air desk in Jburg 28 July 21 and they refused me boarding coz kiwi shouldn't have booked me through NZ according to the lady at the desk (or in the least told me prior so I shouldn't have left). Spoke to an agent from Kiwi, promised to look into rebook...not happening, so returned to HRE after failing to get an alternative route.They flat out refuse to refund me denying all responsibility and now my overnight Singapore layover hotel wont refund me either. In a nutshell, totally useless, disappointing, unbearable! I used to be certain that travel agents were your go-to people when especially being busy and all. It appears not always! I advise people to book their own flights and skip this scammery/unethical behaviour OR stick with the professionals! If reading small print and going through a multitude of hoops with no advice/direction at all is your cup of latte, then this company ticks all the boxes and more!”

Helpful Report

Posted 3 years ago

“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.”

Helpful Report

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”

Helpful Report

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

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