Kiwi.com Reviews

Name: Kiwi.com
Rating: 1.07

1.1 Rating 1,374 Reviews

2 %

of reviewers recommend Kiwi.com

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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

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

“Cannot get reach to support at all!! When they made money of you regardless your travel was cancelled / postponed etc, you'll never get your money back! Pure scam model! Waiting for a refund for 4 months already no way to get reach to someone for clarification at all (242 058 949 - booking, just in case someone from the company cares at least a bit about their reputation).”

Helpful Report

Posted 2 years ago

“KIWI.com USERS BUYER BEWARE! I learned the hard way after losing the cost of my ticket when I had a thoroughly documented medical emergency of a heart attack while in the airport, resulting in me having to go to the emergency room instead of making my flight. Even though the airline had agreed to reimburse me for my flight KiWI.com refused to process my reimbursement. Please note the THREE REASONS you should never buy your ticket using KIWI.com as an intermediary. #1). Once you purchase a ticket on KIWI.com, you are essentially forfeiting your right to deal directly with the airline you are flying to handle any legitimate dispute you might have (i.e., medical emergencies, refunds, lost luggage, etc.). All disputes, refunds, or reimbursements can only be handled through KIWI.com and its incredibly narrow definition of what constitutes an emergency. #2). According to KIWI’s customer service agent, they do not follow international regulations (i.e., lost delayed luggage or medical emergencies) for legitimate emergency-related disputes. #3). Also, according to this same agent, KIWI has no real customer service support to communicate with should something go very wrong. And let's face it, more goes wrong these days than right, with air travel! They don’t even have an address to submit demand letters regulated by US law. The best you’ll receive in terms of support is a pseudo-robo customer service “person” claiming to be the final arbiter of any dispute. SO, IF YOU USE KIWI AND HAVE ANY SORT OF TRAVEL EMERGENCY THAT ENTITLES YOU TO REIMBURSEMENT BY THE AIRLINE ITSELF, BECAUSE YOU BOUGHT YOUR TICKET ON KIWI.COM, YOU ARE COMPLETELY SCREWED!”

Kiwi.com 1 star review on 3rd November 2022

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Posted 2 years ago

“Awful customer experience. No communication whatsoever. It has taken almost 13 months for my refund to come back to me. The amount I've been offered is a third of what I paid for the flights in the first place. I only cancelled my flights because there was a change of dates which meant I couldn't go. The other options were to pay significantly more and have a layover for several hours. Don't bother using them, always just book direct. Worst customer experience I have e ever had”

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Posted 2 years ago

“Extremely disappointed in Kiwi's policy to not refund or assist in any way if I no longer need to Checked luggage. I paid $80 for checked luggage and will definitely not be using Kiwi again”

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Posted 2 years ago

“Kiwi sold me a ticket from Mexico City to Orlando with a layover in Cacun that was so short it was essentially impossible for me to arrive to my next flight!! After talking with customer service they blamed me for poor "time management" even though it is clear there is no way on earth I could have made it to my flight on time. If you are buying a ticket with 2 different airlines that is international know that you need at least 2 hours of layover because check-in closes 1 hour prior to departure.”

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Posted 2 years ago

“They are such a terrible company. I've been working for 9 months to get my refund. They only have "chat" customer service. They are just scamming robots. Never book with them.”

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Posted 2 years ago

“No human to reach for help. at best, you get a chat with an AI, or just send a message, and hope for a reply. For a refund, you get credit on their weibsite, so you'll HAVE TO use this horrible service again, or you get a refund back to your card/account 3 months later.... that's THREE MONTHS LATER. They're REALLY GOOD at taking your money, but after that, they don't exist for help.”

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Posted 2 years ago

“I booked two tickets and paid £1706GB from kiwi.com.when arrived at the airport they checked and informed us Kiwi provided a fake reservation number. Tickets were not showing in the system. We stayed there for almost 6 hours and Kiwi.com didn't do anything. I have had very bad experiences with kiwi.com”

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Posted 2 years ago

“I paid for a booking. They then sent me a message saying one of my flights legs had been canceled. They said I had to cancel my whole trip because of this. When I went directly to the airline the flight was available. Kiwi said cancel the whole lot, wait 3 months for a refund and they didn't know how much I would be refunded. You can't talk to anyone by phone or chat. THIS IS A SCAM COMPANY. DO NOT USE THEM.”

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Posted 2 years ago

“Our flight was re-scheduled more than 48 hours earlier. Kiwi.com refused to refund anything or re-schedule new flights without double cost. Sorry, you get 10 eur discount.”

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Posted 2 years ago

“Kiwi.com is the worst and caused us to lose $10,000 on our trip to Bali! They completely screwed us over on our flights from the US to Bali, Indonesia this summer and it was so bad that the airline wouldn't even let us on our flight- stating that no one should have ever sold us these tickets because they were unusable due to visa situations quickly changing on a certain leg of our flight. Kiwi had never contacted us prior to our trip about the changing visa situation- so we had absolutely no idea we needed this extra visa. So there we are stuck at the gate 3 hours before our flight, with Qatar airlines calling Kiwi.com and talking to them (ended up at the check-in counter for 1.5 hours with no one from Kiwi offering to help us out or re-route the flight). The gate agent told us were were completely out of luck and that kiwi should have never sold us these tickets. We ended up having to pay an extra $7k for 2 one-way tickets for Bali on another airline that left the next day and we also missed an entire day of our trip. After the trip, we had Amex dispute the charge with Kiwi.com and Kiwi denied their wrong doing of selling us a completely unusable tickets- costing us an extra $3k in refunds Kiwi would not give us for the bad airline tickets. I will never book with them again. STAY AWAY. Afterwards, I googled it to see if this same experience had happened to other people- AND IT HAD! What a dishonorable company!”

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Posted 2 years ago

“Wish there was a way to post negative stars myself! My son booked his first trip through the airport which directed him to the kiwi website they advertised $278 for the flight forward three hours and they say they need another $213 to complete his processing because the carrier upped the price. Turns out Manchester airport had no idea that kiwi was even attached to them. It should have redirected us directly to the airline. there was never an up-in-price and American Airlines had the price cheaper for the flight. Now we are in the struggle to get over $300 back from them can’t get through to their customer service for over 24 hours. We have gotten the same message when calling they’re too busy to talk to us, and then you get disconnected”

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Posted 2 years ago

“Wish I could give 0 stars.. Had one flight cancelled..so used the vouchers they gave me (a year and a half later!) on top of an extra £300 to book another trip...this was then cancelled as well and I only received half the original total back...in vouchers again even though I had never requested it back in the form of vouchers and when asked to rectify this I was hung up on twice and now mysteriously my log in details which have worked through out the process no longer seem to...I have spoken directly to the airline and they have told me I qualify for a full refund. Give these scumbags an inch and they will take the lot DO NOT USE!!”

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Posted 2 years ago

“I'm in New Zealand, and I booked flight and made the payment, but in the end they charge me for the US dollars, it almost 2 times expensive than the New Zealand dollars! I called them, why there's no sign or note shows it's US dollar, they said I should change the currency and it's hide in the upper right corner!!! who will notice it? I mean we spend money in our country but not paying by our country's currency?!!! SUCH A FRAUD！！！DON'T USE THIS WEBSITE!!!! Of course no refund after that!!!”

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Posted 2 years ago

“If I could give a negative star I would. My wife called this trip we booked through Kiwi.xom Armageddon. We booked a trip through them from Lisbon to L.A. with a layover in Toronto. The flight from Lisbon was delayed so we missed our connection in Toronto. Fortunate for us my wife purchased the extra customer care with Kuwi.com to have them resolve any issues coming up on our trip. It would have been better if she hadn't. Customer service was totally worthless. Their representative had us going back and forth between 2 different terminals (hauling our luggage), standing in 2 hour long lines only to find out that the airlines did not recognize Kiwi.coms reservation number ( mind you there were seats available on these flights). At one point we had three different ticketing agents from Air Canada trying to assist us. They told us that we were never booked on the original flight. We incurred $80 in Uber costs, almost $400 for a hotel room (Holiday Inn) plus meals plus having to buy Sim cards for our phones. This was back on the 20th of June. We ended up buying new tickets at the Toronto airport for a Delta Airlines flight. We spent more on all this than the cost of the original flight plus we had to spend 2 days at the Toronto airport. Today is the 14th of October and still nothing from Kiwi.com although we requested a refund that day. It wasn't the airlines fault, it was absolutely Kiwi.coms error. Fool me once shame on you. Never again. Absolutely the worst travel experience I've ever had!!!! Stay away!!!! Booking number 238 614 673.”

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Posted 2 years ago

“Took money, we were not let to fly, no answer to messages Bought two tickets to France in early spring. We could not board the plane despite being at gate 2 hours before departure time. Sent 2 emails to Kiwi, not a single answer, now waited 4 months for it. This seems to be one of the genuine scam companies if one reads reviews elsewhere.”

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Posted 2 years ago

“Stay away from this agency. Kiwi.com guys are fraudulent. I boked a flight with them last year and I have to accent because I got Covid. They took 10 months to get to my case and of course it was too late. They refused ot give me any details about why I can't get my refund.”

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Posted 2 years ago

“Mistake has been made!!! Scam Alert! I wish that I read all this reviews before falling for $35 cheaper price offered by this website/group. Booked a flight from DEN to MEX with a checked-in through this fraudsters, but once I got to the airline counter at the airport to complete the check in, I was informed that my ticked is not valid/is in pending status. Tried to call in to Kiwi customer service but no one there to help me and got rejected after 2nd call -including dropped calls. So yeah, I lost the damn flight and my $200 (plus $75 uber). Save yourself some time, money, and brain cells and "Don't Trust This Website"”

Kiwi.com 1 star review on 12th October 2022

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Posted 2 years ago

“What an awful company. I booked Cambodia > London Heathrow. A few days before I was told that my connecting flight (in Singapore) was modified 30 minutes earlier than planned. Due to the time for connection I knew that I had enough time to still make the flight even with the rearrangements. When I arrived in Singapore I was told my flight did not exist. I was then told that my flight had been cancelled and rescheduled for 2 days later. When I spoke to Kiwi they informed me that they had made a mistake by only emailled the rescheduling and not the cancellation. They then said they would cover the difference for a new flight home and cover hotel for that night (it was midnight when I landed in Singapore with no more flights that night). Very stressed I waited in the hotel for 3 hours before they told me they couldn't book me another flight home for anytime in the next 2 days due to everywhere they could find requiring a visa to transit through. In the end they said there was nothing they could do other than refund my original ticket. They left me to sort accommodation and I had no choice but to book myself another flight home a day later (the same one but the Saturday). It was £300 more than the original flight which Kiwi had said they would cover. When I wrote to them asking for this they informed me I have had my refund and the only other thing they would do is a 100Euro voucher with them. Because of them, I was stuck alone in Singapore airport on my own, I am £300 plus the hotel out of pocket and they think that a 100 Euro voucher with them will satisfy? After responding to this 'offer' and consequently sending 4+ messages and even raising a new complaint, Kiwi have just completely ignored me and refuse to respond. Therefore I have had to take matters in my own hands and take my review everywhere. The way I was treated and have been disrespected by Kiwi is unbelievable and the least they could have done for their error and my inconvenience was to refund me the difference between the original flight and the new flight I had to book because of THEIR MISTAKE. I am so angry and let down and I will never book through them again nor allow any friends or family. Awful company, awful customer service.”

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Posted 2 years ago

“What a gross rip off. With the issues going to India I am not able to get a Visa online and there are no appointments available in time. I checked before I booked I could get one and was informed yes but now it's impossible. I contacted them to tell them this is a new problem and they literally do not care. I was offered $10 refund as I chose their "savers ticket" and was told in so many words it's not their problem. WHEN AN ISSUE LIKE THIS ARRISES, THEY SHOULD OUT OF DECENCY INFORM US BEFORE THEY TAKE OUR MONEY. BEWARE OF THESE CON ARTISTS, THEY WILL TAKE MONEY REGARDLESS IF WHAT RIGHT AND IF YOU ARE POOR THEY ARE EVEN WORST. PAY TO GET HELP?????!!!! SICKENING!!!!”

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Posted 2 years ago

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