Kiwi.com Reviews

Name: Kiwi.com
Rating: 1.06

1.1 Rating 1,412 Reviews

1 %

of reviewers recommend Kiwi.com

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Metrics

1.1

Based on 1,412 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Courier
Average Delivery Time	Over A Month
On-time Delivery	Greater than 14%
Accurate And Undamaged Orders	Greater than 50%
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

“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.”

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Posted 4 days 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.”

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Posted 5 days 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.”

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Posted 5 days 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”

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Posted 5 days 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 week 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 week 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 2 weeks 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

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Posted 2 weeks 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.”

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Posted 3 weeks 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 3 weeks 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 1 month ago

“AVOID AT ALL COSTS!”

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Posted 1 month ago

“I’ve made a refund request after my transit flight was cancelled , by then after a lot of efforts calling and E-mailing Kiwi.com .I’ve got nothing at all , not picking up my phone calls and I’ve got only automated replies on their costumer service . (No Refund) the ticket price was about 288€ Just small piece of advice , Do not Ever book with Kiwi.com , there are Plenty of options out there . Have a good day”

Kiwi.com 1 star review on 27th August 2025

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Posted 1 month ago

“I cancelled the ticket containing 2 flights in less than 12 hours of purchase hoping I could get something back. I waited for a response which came after the flight took place with a negative response blaming the airlines. I'm sorry I didn't read the comments about them and didn't contact the airlines directly because I had a better chance of getting something back.I later bought the ticket again with a new date and even though they appeared to me as a first option, being cheaper with them, I avoided them and that's what I will do from now on.”

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Posted 1 month ago

“Overbooking. No place on the plane for my and my family on our way back.”

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Posted 1 month ago

“The worst booking company, they mentioned they will contact the airline to refund my ticket, then they mentioned the airline "Turkish Airline" refunsed the refund, I contacted Turkish airlines and they sent me official email that they didn;t refuse the refund, and they processes the refund, but then Kiwi.com used another execuses as other way to lie as usual, and they said my ticket non-refundable, so first they cheated then when I shared Turkish airlines confirmation about refund they found another way as fraudelent”

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Posted 1 month ago

“Kiwi.com is a rip off. They always show up with the cheapest fares in a search, but it’s totally misleading. Important things like baggage aren’t included or even made clear, and by the time you add what you actually need, you end up paying way more than the price you first saw. It’s a bait-and-switch. You’re better off booking direct with the airline — at least you know what you’re paying for.”

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Posted 1 month ago

“Vor einigen Monaten habe ich Flüge für mehrere Personen auf Kiwi gebucht, da mir die Seite bei Google Flights vorgeschlagen wurde. Nach bereits wenigen Tagen wurde ein Teil der Reise grundlos storniert und Kiwi hat mir zugesichert, dass ich mein Geld zurück bekommen… Jetzt, einige Monate und ungefähr 15 Telefonate später, wurden ca. 900€ von 1450€ zurückerstattet. In den Anrufen wurde mir immer nur gesagt, dass ich noch weiter abwarten soll und das restliche Geld noch erstattet wird. Seit ca. 3 Monaten hat sich allerdings, trotz etlicher Anrufe, nichts mehr getan. GANZ KLARE WARNUNG: Trotz der Empfehlung von KIWI auf Google Flights rate ich dringend davon ab, hier eine Reise zu buchen!!! Die positiven Bewertungen kann ich mir nicht erklären. Das Unternehmen handelt eindeutig betrügerisch und der Telefonservice ist absolut inkompetent! Die Rückerstattung ist extrem undurchsichtig und überhaupt nicht nachvollziehbar! AUF KEINEN FALL ÜBER KIWI BUCHEN!!!”

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Posted 1 month ago

Kiwi.com is rated 1.1 based on 1,412 reviews