Kiwi.com Reviews

Name: Kiwi.com
Rating: 1.06

1.1 Rating 1,419 Reviews

1 %

of reviewers recommend Kiwi.com

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Metrics

1.1

Based on 1,419 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Courier
Average Delivery Time	Over A Month
On-time Delivery	Greater than 13%
Accurate And Undamaged Orders	Greater than 48%
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 16th April 2025

Kiwi.com 1 star review on 20th 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

“Kiwi.com is a scam. In July I cancelled my flight with united airlines. Unite airlines refunded the money. They provided a emailed receipt that it was refunded to a card kiwi.com uses. Kiwi.com never refunded the money. Told me to dispute it with my bank but is denying it every time. They are fraudsters. There isnt a number to call. You are just chatting with someone through their chat. Stay away from this company.”

Helpful Report

Posted 3 days ago

“My experience with Kiwi.com has been extremely disappointing. The app is unreliable — it frequently crashes, fails to display accurate flight details, and makes it very difficult to manage bookings or check itinerary updates. When I tried to contact customer support, the service was equally frustrating. Response times were long, and when I finally received replies, they were generic and did not address my specific issue. It felt like there was no real effort to resolve the problem. Because of these issues, I lost both time and money. I expected a higher level of reliability and accountability from a travel company. Unfortunately, Kiwi.com has proven to be neither user-friendly nor customer-focused. I would strongly recommend booking directly with airlines or using another provider to avoid unnecessary stress and complications.”

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Posted 5 days ago

“Terrible company! They are a scam! unable to get ahold of a rep unless it is a week before or 2 days after your flight. Canceled flight 2 months prior to actual flight. They gave me no update besides telling me i was TOP priority/ marked as urgent. The flight came and went- (which we would have just used if we have no chance in getting a refund) then they let us know weeks later we will not get a refund. NEVER BOOK WITH THEM. There are so many other 3rd party sites that are honest”

Helpful Report

Posted 1 week ago

“My flight home was moved up 20.5 hours, essentially a whole day. My trip was only 3 nights so losing 1 was a big deal. Not to Kiwi, 20.5 hours is minor. They absolutely refused to try and reschedule it, they will not give you any booking information so you can't even contact the carrier directly. I have never had a more negative experience. AVOID AVOID AVOID. SCAMMERS”

Helpful Report

Posted 2 weeks ago

“I booked a flight last July 5 and as of until now I still haven't received anything from them. Not even an update like what the f is going on!? I demand an update right now as it's still money that I can use from day to day”

Helpful Report

Posted 2 weeks ago

“I booked my flight five months in advance, for a trip that was deeply important to me. Then some uncontrollable circumstances happened in my life. My apartment in Kyiv was partially hit by missile's pieces, and also my father passed away. These tragic events forced me to postpone the trip. I informed the agency two months before the travel date, asking to reschedule instead of cancel. Despite explaining everything and offering documentation, I received only automated replies saying that reimburse of 76 EUR only will be issued considering it as a voluntary cancellation. No one took the time to listen or show the slightest understanding. We had paid nearly 3,500 euros for 2 people to travel across continents, and yet the company refused any human assistance. Everything was handled by a robot, with no compassion, no flexibility, and no respect for the reality of my situation. Such a cold, mercantile approach is unworthy of a company that operates on the European market. True customer service means being humane — not hiding behind policies when real emergencies occur. This situation is currently under investigation by the European Consumer Centres Network (ECC-Net).”

Helpful Report

Posted 2 weeks ago

“They don't give the truth when trying to get a refund. They are telling us that they need copies of our passport to receive a refund on domestic flight. They never required it when purchasing the tickets??”

Helpful Report

Posted 2 weeks ago

“I submitted a timely refund request to Kiwi.com due to a flight delayed over 14 hours. But Kiwi.com failed to transmit it to Vietravel Airlines. Consequently, the airline has been rejecting my claim on the grounds that they had received NO request from Kiwi.com. So I asked them a simple question. "Have you transmitted my timely request to Vietravel Airlines?" I mad a simpe request. "Send me the documentation that proves Kiwi.com successfully transmitted my refund request to the Vietravel Airlines." Despite clear proof of their internal error, Kiwi.com customer has been completely ignoring my simple request over nine separate attempts and sending only meaningless, copy-pasted replies. This pattern of evasion is a clear attempt to exhaust the customer and avoid acknowledging their liability and gross negligence. I have now been forced to escalate this case to the European Consumer Centre (ECC) and the Australian Competition and Consumer Commission (ACCC) which is very time counsuming.”

Helpful Report

Posted 4 weeks ago

“I purchased my tickets flight with this company, which offered connections and protection in case I missed them due to the time between flights. I missed my flight on July 29, 2025, because the connection time was insufficient. I contacted the company that day, but they never responded. I suffered financial losses and missed work commitments due to this company's incompetence. Avoid them.”

Helpful Report

Posted 4 weeks ago

“NO. NO. NO. Avoid it. I submitted a timely refund request to Kiwi.com. But Kiwi.com failed to transmit it to Vietravel Airlines. Consequently, the airline has been rejecting my claim on the grounds that they had received no request from Kiwi.com. They have been completely ignoring my clear 8th request, "Send me the documentation that proves Kiwi.com successfully transmitted my refund request to the airlines." and sending only meaningless, copy-pasted replies.”

Helpful Report

Posted 4 weeks ago

“AVOID IT....AVOID IT .....AVOID IT, Cancelled my flight from Airlines, unfortunately Kiwi didn't refund me after 7 months struggling, even Airlines policy mentioned customer deserve full refund if cancelled by Airline, Kiwi.com representative pay me only £250 from £628 , Please avoid, they booked your flight and cancelle it , will make money by cancellation, BE CAREFUL, AVOID IT”

Helpful Report

Posted 4 weeks ago

“I lost my connection flights due to a delayed flight. Their customer service reply came hours after I reported the issue. Their representative asked me to get on the flight and contact their 24/7 service. I found myself at 2AM in a foreign airport with no flight and no assistance from their side and finally bought another tticket. Of course the denied me of any refund even though I paid for full insurance.”

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Posted 1 month ago

“Do not risk getting a very bad travel experience, with additional costs and being left stranded at airports! Hard to get in contact with. Slow with providing accurate flight details. Flight booking errors. Baggage requirement errors. When a complaint is lodged, you are asked for more and more proof, and even with more than ample proof, they decline responsibility.”

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Posted 1 month ago

“At the time of booking, baggage was selected and presented as checked-in luggage (for the aircraft hold). However, in reality, it turned out to be cabin baggage, not hold baggage. As a result, I was forced to pay a high additional fee at the airport for proper checked baggage, on top of the payment I had already made to Kiwi for baggage that I was ultimately unable to use. This feels like a deceptive practice—misleading customers through confusing or unclear terminology in order to charge more. I will never book through Kiwi again, and I strongly advise others not to use Kiwi either, as the system misleads customers and causes unnecessary financial loss.”

Helpful Report

Posted 1 month ago

“I have evidence concerning Kiwi.com's ongoing deceptive and unfair business practices. Documented complaints about this issue have persisted for a period of no less than eight years. It appears that the company has intentionally omitted the "middle" name field from its booking process to compel consumers to incur unnecessary service fees. This practice appears designed to generate financial gain by exploiting a foreseeable omission, constituting a deceptive trade practice. I have the following photos, chats, email: A photograph showing the absence of the "middle" name field on the booking interface A chat documenting the €139.95 fee charged to me, the consumer, in contrast to the airline’s actual cost of $20. Based on these figures, the company appears to profit by more than €120 per transaction under this scheme.”

Kiwi.com 1 star review on 26th September 2025

Helpful Report

Posted 1 month ago

“I will never use Kiwi.com again. My booking was stuck in “processing” for hours, even though the website promised fast confirmation. I had hotels to arrange and needed clarity, but instead I was left in limbo with no confirmed itinerary. Customer support was appalling: I was bounced between multiple agents who repeated the same scripted responses without ever addressing my actual questions. I repeatedly asked to raise a complaint — no one acknowledged it until much later, and even then I was told to “go find the steps myself” on their website. One agent even dismissed my frustration by saying, “We never force anyone to book on our website. You chose to use our service of your own free will.” — completely unprofessional. To make things worse, the chat contradicted itself: I was told one flight was confirmed, yet my booking still showed as “processing.” No straight answers, no ownership, and no accountability. In the end, Kiwi delayed my trip, wasted my time, and made a simple flight booking incredibly stressful. Booking directly with the airline would have taken seconds. Instead, I was trapped in Kiwi’s broken system and stonewalled by unhelpful agents. Avoid Kiwi.com at all costs. Their so-called “service” is slow, confusing, and dismissive.”

Helpful Report

Posted 1 month ago

“We cancelled a flight a month before it departed. We asked for the refund of airport taxes which we are entitled to. More than a month and a half later we are still waiting. The inoperance of kiwi is blatant. Second time this happens, not buying again here.”

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Posted 1 month ago

“I booked jet2 tickets via kiwi. I tried to access and check in via jet2 as instructed, but they have to approve access of booking to my email manually. I have now been waiting for 10 minutes in the support line with no response. CAN SOMEONE EXPLAIN TO ME WHAT'S THE BENEFIT IN USING KIWI? JOKE!!”

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Posted 1 month ago

“My experience with Kiwi.com – proceed with caution Everything seems fine with Kiwi.com — as long as your trip goes as planned. The real issues begin when your flight is changed or canceled by the airline. At that point, getting clear and accurate information from Kiwi.com becomes extremely difficult. You’re left in the dark about your options, and worse, you risk receiving NO REFUND AT ALL. If you choose any of the alternative flights offered by Kiwi.com, you’ll be charged as if it’s a brand-new booking, without ANY REFUND for your original, canceled flight. This crucial detail isn't communicated upfront. I only found out after a long, confusing exchange with customer support, followed by a vague chatbot message. They also tell you to request a refund directly from the airline, but in most cases, that’s not possible because you’re not the actual owner of the booking—the airline redirects you back to Kiwi.com. Bottom line: It’s safer to avoid booking through Kiwi.com. While you might find cheap flights, it’s far better to book directly through the airline. If you do decide to use Kiwi.com, be extremely cautious—especially if your travel plans change. Watch out for additional charges and unclear policies.”

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Posted 1 month ago

“Basically a scam. Tiny sign that says you can’t take hand luggage. We booked a flight coming back 8 days later across Europe. No hand luggage needs to be in letters. Requested a refund and was offered 92 € of 500 € booking.”

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Posted 2 months ago

Kiwi.com is rated 1.1 based on 1,419 reviews