Kiwi.com Reviews

Name: Kiwi.com
Rating: 1.07

1.1 Rating 1,372 Reviews

2 %

of reviewers recommend Kiwi.com

Company Reviews

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Metrics

1.1

Based on 1,372 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

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

“One of my four flights had free check in baggage and there was no option at the time of booking to add bags on separately to flights. This was not made clear on the website (or I would’ve either not booked with kiwi or upgraded my fare tariff). I am now being charge €130 to put a 15kg bag, of which €30 is their fee. Ludicrous situation if their website is unable to offer bags for separate flights. I’ll never book with them again, far better to book with the airline directly.”

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Posted 1 year ago

“I needed to add another email. You would imagine this to be a simple task ? I tried for days everything that the FAQ's and chatbots suggested. None worked. All I got were circular suggestions and advice to swap from either FAQ to chatbot and vica versa. I needed to speak to a human to sort this simple problem out. My trips showed that I had none - though I had paid for one. Thus I could not check in. It was absolutely impossible to talk to a human. I will never use kiwi again !”

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Posted 1 year ago

“Kiwi is one of the worst companies I have ever delt with! They used credentials other than mine, got me stranded in the Las Vegas airport for four days! I was treated like a criminal I have never been so humiliated in My life! The level of dishonesty is unbelievable. They offered me a $20 voucher for future travel seriously? I pray nobody else gets this kind of treatment for trusting a business. They need to be put out of business”

Kiwi.com 1 star review on 25th February 2024

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Posted 1 year ago

“DO NOT BOOK with these people. They are thieves and scammers. They added a random flight to Bangladesh at the end of my trip claiming I chose a “hidden city” feature and it was NEVER communicated to me. I spoke to them but no resolve, and at the airport they wouldn’t let me board the flight because of that trip and not having a visa! It was an absolute mess! I have been on the phone for hours and no refund or support, they just wanted to take my money and strand me at the airport. This feature did not save me money, it cost me 3x more - this is not cost-saving. At the airport I heard countless stories of them doing the same to others and all the airline staff refer to them as “the scam site”. STAY AWAY!!!”

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Posted 1 year ago

“My flight was delayed by one hour and forty minutes which made us miss our connecting flight. I kept putting that I needed help on there website and was told I still had time to catch my flight which is not true. It was 30 minutes after my flight left where the website changed from you still have time to sorry we can’t help you. I had to buy all new tickets. This is a terrible website do not book with them.”

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Posted 1 year ago

“Kiwi sold me a ticket on an already booked flight the 3 weeks ago. Still fighting with them through PayPal to receive my refund which they said would come back to my PayPal account the next day. Kiwi gets 1 star only because I couldn’t give them zero!”

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Posted 1 year ago

“third party company that bases their policies on confusing and misleading information. They also book flights with airlines that no longer operate, so they take your money by stating it was not their fault. I was not able to request to speak to a manager directly, so they said they would decide when to call me back, supposedly to speak with Kyritika Dongle, one of their managers. In a nutshell this company does not take responsibility for flights cancelled by airlines nor they are willing to help you navigate other alternatives. No only my flight was canceled, they refused to provide me with an alternative option unless I paid more it myself and there was no refund.”

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Posted 1 year ago

“Kiwi.com are happy to take money knowing you will never get what you paid for. Similar experience to the many others here: Gave us a “connecting” flight that landed after check-in closed for the international leg. Cost us one day of our holiday, new flights, a hotel because we had to stay over, taxis etc. But the worst part was dealing with the Kiwi.com “agents” trained to say “no refund”, “nothing we can do” and “not my job”. And when we caught them lying, they just gave us new lies. Honestly, you’d be better off going down to the corner and emptying your savings into the gutter. Kiwi.com are thieves.”

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Posted 1 year ago

“If I could I would give a 100 negative. This company is a total scam. I booked an expensive flight with them. But the carrier cancelled on me I applied for refund paying extra 20€ for priority process but they answered after a 5 week that I would be refunded only 13€. Avoid being scammed. These people are sitting in India and scamming people.”

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Posted 1 year ago

“I had a very bad experience with kiwi. They sold me a ticket to a flight company that currently is not working in the country I am from. I figured out that there is no flight only in the airport. I had a few chats with customer support, i have a feeling they don't take notes from the previous conversation, it's a big mass. I am not sure I will get a refund. They have very low-quality service, if there is any problem with the flight, they are not taking responsibility for that and are not willing to help.”

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Posted 1 year ago

“Dreadful 'company.' Whilst the trips to and from Australia were fine, Kiwi.com informed us of a cancellation of an internal flight a couple of months in advance. Allegedly a cancellation by Quantas. We rebooted this flight for hundreds of pounds. A YEAR later and Kiwi.com are still avoiding the refund, claiming the carrier 'refused it'... despite Quantas saying no application has been received and that in the event of cancellations they would refund the agent swiftly anyway! It's all so dodgy. And you get passed around a bizarre online message service in India with your complaints, months of being fobbed off with poorly worded excuses. We're going to get the bank to refund us and challenge these unscrupulous buggers. So much energy expended into getting back what we're owed. So yes... avoid them!”

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Posted 1 year ago

“Kiwi did not inform me that the flight departure date was one day earlier than in my eticket. I had to search for my flight myself, but when I did, I learned that it has already landed so I had to pay a lot of money for new tickets and Kiwi refused to refund me.”

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Posted 1 year ago

“My trip was canceled by airplane company and after calling help desk and chatting with them the only way to request refund only for cancelled flight was to cancel also return ticket for which i wont receive any refund! Im in shock!”

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Posted 1 year ago

“I am absolutely outraged that my flight time has changed by ELEVEN HOURS and then to be informed by customer service over the phone that is a ‘minor change’ and therefore cannot be amended. I am appalled. I have a wedding on 14th April at 2pm that I absolutely have to be at. My original flight time is still available on sky scanner so have been moved onto a new flight for absolutely no reason.”

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Posted 1 year ago

“Dont bother using them. Any additional baggages they charge you more than double of what the airline charges and call it 'handling fee' It may look cheaper but you will end of paying more than what you would if booked directly with the airlines. Ridiculous customer service, they dont seem to care about your issues at all. Better off booking elsewhere. Never waste time with them.”

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Posted 1 year ago

“Worst booking experience. None of the additional services were provided though they took extra payment for it. When I claimed it they said extra services are not refundable still I can book additional services with the air company myself. Customer support was very slow and hasn't replied for 11 hours instead of 4.”

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Posted 1 year ago

“Avoid using this booking service; they charge your account, provide an itinerary, but when you check with the airline, you discover no ticket has been booked. Prepare to pay a higher price at the booking counter for your trip. The call center, located in India, lacks accountability and may charge your account without resolution.”

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Posted 1 year ago

“My recent experience with flight booking has turned into a travel nightmare, and I strongly advise against using Kiwi.com. Initially excited to book a flight for two people, we meticulously compared prices, layovers, and departure times to select our flights. We secured our tickets for two seats over a month ago, only to receive an email today claiming that the booking for one of our legs has been canceled. Upon checking the airline website, we found that the flight is still available, and tickets are accessible. Kiwi.com informed us that one of our inbound flights was canceled due to unforeseen circumstances, conveniently left undefined. The email presented two options: rebook another flight with extra charges or receive a partial refund. This is unacceptable. I have consulted with my lawyer, and we are prepared to take legal action if Kiwi.com does not address our case seriously. We paid them five weeks ago, and now they are demanding additional payment or offering a partial refund. It is a breach of trust and a clear disregard for customer satisfaction. Booking flights should be a straightforward process, but with Kiwi.com, it has been a rollercoaster of emotions, hidden fees, and unexpected twists. They are not transparent about the reasons for cancellations and seem to prioritize financial gain over customer well-being. Steer clear of Kiwi.com to avoid these unpleasant surprises.”

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Posted 1 year ago

“Kiwi is a scam, they have a bunch of indians managing the company and the whole team is very low quality, they took my money and didnt provide any tickets.”

Kiwi.com 1 star review on 2nd February 2024

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Posted 1 year ago

“I bought a return ticket from Penang to Banda Aceh. The return flight was scheduled for September 11th, 2023. To our shock and dismay, the return flight was cancelled without notice. This incident has forced us to buy a returning ticket at an unforeseen additional cost. A request for a refund was submitted on the same day. There was no action until January 2024. I was given the option to select refund to the original account that I used to purchase the ticket or select Kiwi credit. As a person with a sound state of mind, I definitely selected a refund to my account (monetary form). However, Kiwi.com manipulatively sent a notification that I had selected a refund to my Kiwi credit, which I did not and will never do due to my bad experience with them. When I send messages for the refund to be made in monetary form, the support staff keep repeating that I have selected credit AND REFUSED TO REFUND ME IN MONETARY FORM!! I urged people to stop using Kiwi.com as they are totally SCAMMERS!!!!”

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Posted 1 year ago

Kiwi.com is rated 1.1 based on 1,372 reviews