Kiwi.com Reviews

Name: Kiwi.com
Rating: 1.07

1.1 Rating 1,375 Reviews

2 %

of reviewers recommend Kiwi.com

Company Reviews

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Metrics

1.1

Based on 1,375 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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“They treat their costumers with no respect. I am waiting for my refund over 6!months. It is not even possible to in touch with costumer support via phone and on mails they only answer with generated messages! Never ever again! Please avoid Kiwi and just book on the airlines website...”

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Posted 4 years ago

“NEVER AGAIN!! 😠 This is the worst company I have ever encountered. I booked 2 flights - each with one stop. During less than one week they changed my flights, extending my waiting periods in transit airports by 11,5 hours!! And the changes keep coming. It is insane. They do not answer any calls and the help center messaging function, doesn't even open. I have tried everything. Please, do yourself a favor and never use this dishonest, deciding and double-dealing company, as well as it's miserable, non-existent customer service.”

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Posted 4 years ago

“All, Take any issues with @Kiwi to the Citizen Advice and request a travel dispute from your bank. Please put bad reviews everywhere in internet. Send them 1000 emails to them. They will pay us back in labour. Join the group on Facebook https://www.facebook.com/groups/254374211743198/?ref=share”

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Posted 4 years ago

“SCAM! I have booked a flight and it was cancelled a week before the departure, I applied for a refund and ive been waiting for three months still nothing!”

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Posted 4 years ago

“THIEVES. THIEVES. THIEVES.”

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Posted 4 years ago

“If I could give ZERO stars, I would. I cancelled a flight that I had made through Kiwi.com seven months ago due to COVID concerns. The flight was on Norwegian Airlines. I had contacted Norwegian directly to buy extra legroom seats. So when I cancelled with Kiwi, I called Norwegian to get my money back for those seats. Norwegian refunded my money within a month. Kiwi is still telling me the carrier hasn't responded, which I'm absolutely sure is smoke. I would NEVER use Kiwi.com again!”

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Posted 4 years ago

“My flight was cancelled & Kiwi.com guarantee states that I am entitled for a full refund or an alternative itinerary. Infact, below is what it states. Rebooking the trip In case the flight has been cancelled by the carrier, we will offer an alternative itinerary for customers to consider. They do not mention that this is a new booking which I have to pay in full. They also do not offer a full refund which makes the kiwi.com guarantee totally worthless & is a scam. Beware & keep away from this firm. This is what they replied via e-mail: Unfortunately, for your flight that has been cancelled due to Covid-19, the best we can provide you is a paid alternative flight or cancellation which will depend with the airlines policy. My flight is in December which was cancelled as the airline terminated this route & nothing to do with Covid-19”

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Posted 4 years ago

“total fraud, they push you to throw your refund into credits > but you cannot use those credits > avoid at all cost please: avoid at all cost”

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Posted 4 years ago

“I would recommend avoiding this company at all costs. My flight was cancelled 5 months ago by the airline which is a no brainer for a refund, but impossible to get refunded from Kiwi.com. You booked through them and cant go to the airline directly because of that. They fought a transaction dispute and are keeping all the money for a cancelled flight. This includes kiwi keeping their fee’s for the cancelled flight and the airline stealing the taxes that were due to local governments and airports. Both of which is probably illegal.”

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Posted 4 years ago

“The worst service I have ever experienced. I booked a trip with Kiwi (that included two flights). The airline of the first flight changed the date of the flight to three days later. Kiwi provided me with NO help and expected me to travel in time to catch my second flight. The app gave me two options: or to purchase an alternative flight (which cost more than double of what my original purchase was - so they weren't even asking me to pay the difference, but a new trip and waste my money basically) or apply for a refund, which there is NO guarantee I will ever get my money back, when it is not my fault my flight was modified. I tried to contact Kiwi for a week straight and got NO reply. I emailed 10 times and called another 10 times (I was on hold for 2 hours multiple times). I managed to finally talk to someone who gave me no solution and simply applied for the refund for me with no guarantee I will get anything back. Very disappointed and will NEVER book with Kiwi again and I DO NOT recommend using them. I had to purchase a new flight and spend loads of extra money with no help from Kiwi.”

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Posted 4 years ago

“Don't buy any ticket or make a reservation via KIWI.COM Since more than 6 months I couldn't get my refund for a flight ticket that was cancelled due to Coronavirus. I was guaranteed to be given a full refund for my money. They only answer to postpone or misinform me about my request. It is horrible to be disgraced with your own money! 112079231 booking number!”

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Posted 4 years ago

“Theres probably a special place in HELL for scamming people off their money during COVID19! FLIGHT CANCELLED DURING COVID. KIWI SAID REFUND TAKES 3 MONTHS. BEEN 4 MONTHS, STILL NO REFUND. GOT AN EMAIL FROM THEM SAYING THEY RECEIVED MY REFUND FROM AIRLINES, STILL HAVENT TRANSDERRED THE FUNDS TO ME. CALLED THEM, EXPLAINED SITUATION, THEY SAID WILL WORK ON IT AND CALL ME BACK, NO ONES EVER REACHED OUT. SCAMMING PEOPLE DURING COVID, TERRIBLE. F*CK THEM, NEVER DO BUSINESS WITH THEM.”

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Posted 4 years ago

“The ticket they sold for the flight which never existed they are refusing to give my money back .”

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Posted 4 years ago

“I’m only giving them 1 star as you can’t give them 0. They take your money and trick your refund. Disgusting in all processes.”

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Posted 4 years ago

“it's a scam NEVER BOOK WITH THEM. My flight was cancelled due to covid-19, and they are ignoring my emails. After 6 months, they were not able to provide any refund. I asked to see their policy and to directly deal with the airline, but they keep sending the same e-mail. Avoid if possible”

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Posted 4 years ago

“Tragedia. Usługa nie wykonana i tłumaczenie, że od pół roku nie otrzymali zwrotu od Linii Lotniczych. Zostałem oszukany na blisko 1000zł! PORAŻKA! Będę pisać negatywne opinie wszędzie gdzie tylko znajdzie do tej pory jak nie otrzymam zwrot swoich kosztów!”

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Posted 4 years ago

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Posted 4 years ago

“After using Sky Scanner as norm the top result came up with Kiwi.com. There were two flights I liked the look of one leaving at 12 the other at 12:20. I realised within a minute of booking the latter that once you arrive at Heathrow you then had to travel to Standsted to get the connecting flight.. a box appeared giving me the option to cancel, despite clicking on this I received an automated mail saying It had not worked..I had to google their number as the price package I paid did not include contact details right away? .. I got through to this agent who had no empathy and was soo rude and stated I could rebook the other flight but I would have to pay £314 again minus £10.. I bit the bullet and organised a National Express. Due to corona virus my flights then got cancelled. Kiwi offer you these options. 1 To chase the refund yourself 2 get a voucher 3 let them do the chasing with a fee and receive the money quicker.. 4 let them do the chasing which will take longer. I chose the first option , when I called BA it was then I learned that Kiwi.com had not booked it under my name or credit card and so they refused to refund me. I called Kiwi and told them, they said they could not help me as I had chosen to take full responsibilty of chasing the refund, I said how it was not possible. After arguing for some time I was told to pose as my mother and say that i lived in Czech Republic and used a mastercard that was not mine.. Word of advice, choose the option to chase your own refund and call them to take down the mastercard , address and persons details who booked it as some airlines like BA will not give you a refund since it was kiwi that booked it and your card details etc won't match their records. 2 Once you have access to the flight info CHANGE the email address to yours or ASK the airline to send you a copy of the refund so you have proof of this refund ...and how much. In a nutshell I have finally gotten the money back from the airlines but Kiwi are keeping hold of £70 of it despite saying on their refund policy that if a flight is cancelled they will refund in full.. Worst customer service , why should you have to pay extra to get thieir contact details?, I had to hang up on a couple of agents to try get hold of somone who was not aggressive.. will never deal witha again.”

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Posted 4 years ago

“It’s sounds very obvious but make sure you double check you baggage allowance details directly with the airline before you book the flights as my confirmation stated that I had carry on allowance for both legs of my connecting flights but I was ever so bluntly advised at the Spirit boarding gate that they don’t know of such allowance in my name and I needed to pay $65 pronto!”

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Posted 4 years ago

“Didn't even warm me that the flight I had booked had been cancelled 2 weeks prior, the idiots.”

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Posted 4 years ago

Kiwi.com is rated 1.1 based on 1,375 reviews