Kiwi.com Reviews

Name: Kiwi.com
Rating: 1.07

1.1 Rating 1,426 Reviews

2 %

of reviewers recommend Kiwi.com

Company Reviews

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Metrics

1.1

Based on 1,426 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 27th August 2025

Anonymous

Kiwi.com 1 star review on 17th August 2025

Get Your Money Back From Scam Via Help Desks Whatsapp +1 (326) 209-0325

Kiwi.com 1 star review on 25th June 2025

Flora Kelvin

Larry Kay

Mary John

185

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

“Bad customer service. Takes too long for any response to be made, only provides alternative flights that’s 3x more than the original flight you’ve chosen. They don’t refund, won’t assist any refund to be made, they say 3 months but it will never happen. Best you contact your bank for a charge bank. Never using this agency again.”

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Posted 5 years ago

“Worst company ever to deal with. Bought tickets in March 2020 to fly to Thailand in June. Covid-19 cancelled all flights. They refused to issue a refund despite the fact that the flights were cancelled. I called one of the airlines myself and they refunded the cash. However, Kiwi.com hasn't given me that money back. Stating, "Although the airline has already reimbursed us, there is a queue of customers. You chose the free method and you must wait.You have to wait our process and time-frames. Apart from this, do you have a different question?" Avoid this company like the plague. They will not reimburse you any money.”

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Posted 5 years ago

“Avoid booking through kiwi.com for your own good. I paid extra coverage for a full refund, my flights got cancelled due to the virus and I still haven't gotten my refund back, yet its been 2 months. No way to get a hold of them either, because when you try calling, they only prioritize people who fly within the next 3 days. I suggest paying a little more for a decent company to avoid the headache.”

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Posted 5 years ago

“Do not book with kiwi.com. We booked a flight for two tickets for $52/each, with a total of $110.00. They do not send you a confirmation of your transaction. 3 days later I checked my bank account, I was charged with $270! When we called the agent said when we booked it the price changed without them telling us and he said it happens a lot. When I book with any other airline online, if the price changes it will force you to refresh it and show you the updated price! We didn’t get any of that! Also checking in through kiwi.com is also a pain in the ass. First time and last time using this site!”

Helpful Report

Posted 5 years ago

“My experience with kiwi.com started when I booked a return trip from London to Amsterdam for March 2020. This booking was made in Jan 2020 and the process was smooth - no problems until here. The outbound flight was scheduled for the morning of Saturday 7th Mar, with Flybe, but the airline (FlyBe) collapsed on Wednesday 4th Mar. I quickly reached out to kiwi.com via all possible channels, looking for an alternative flight to Amsterdam. I tried email, I tried online chat and even called a couple of times, as I knew that (as we were fast approaching the date) flight costs would be increasing if I needed to book a new flight altogether. I only managed to get some decent feedback via the phone calls on Thu morning (5th Mar) and was initially asked to wait for 24h for the situation to be resolved. I stressed that I was looking for an alternative flight and highlighted the urgency of the situation, but the 24h waiting time was still the default response. As instructed, I called again after 24h (this was now Friday 6th Mar) and was then asked to wait for a further 12h without being given any additional solutions apart from "you can book a new flight yourself and pay for the new flight". I was left with no choice, but to go ahead and book a new flight that would allow me to be in Amsterdam, as required. I paid over and above what the reasonable cost would be and completed my trip at a significant personal cost. The reason for my one-star review (should really be a "zero-star" review) is not related to the Flybe collapse - these things happen and the travel agents cannot avoid this - but rather the lack of customer focus from kiwi.com and their agents. A five-star service would have provided the option to book an alternative flight at no extra cost for the customer - no questions asked - taking away the pain of dealing with a failing airline, all the hassle of the insurance claims and unwanted headaches of this disrupted service. As a customer, I'm dealing with a travel agent instead of dealing with the airline directly, because I'm expecting additional services that go beyond a simple booking system. I expect a proactive approach and a better customer support - especially at difficult times like the situation described above - to find alternative solutions with different airlines/other providers, etc (whatever it takes, really!!). In this situation I ended up not only losing the money from my original booking (having never received the contracted service), but I was also left with no choice but to spend 5x more than I should have spent on alternative arrangements. It's now been almost 3 months since the event and I'm still awaiting some sort of ownership from kiwi.com. As a customer I feel betrayed and will never use kiwi.com again.”

Helpful Report

Posted 5 years ago

“Worst and most rip off company. My trip was canceled due to covid19 lockdown. No refund . Got a email from CEO saying we will pay out . Nothing paid out. Please don't book, they steal your money.”

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Posted 5 years ago

“They used covid virus to scam money wont give refunds and selling tickets for flights that don't exist i am talking to an attorney”

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Posted 5 years ago

“I lost 1/2 of my money having to cancel my flights from the USA to Peru because of Corona-virus. Because it was 4 legs on 4 carriers - I chose a refund but they determined I wouldn't get full credit. Now, I have no idea how long my e-credits even last????? There is NO customer service. AVOID THIS AIRLINE BROKER.”

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Posted 5 years ago

“I had a ticket for May 26, with a surcharge of 80 euros for the opportunity to rebook. Quarantine extended, as a result - the cancellation of flights. Kiwi writes: Sorry, we can’t return your money since it is not provided by your tariff (there are no questions), but you won’t be able to rebook as well, quote: "rebooking is available only for cases of independent changes to the route and is not available in emergency cases (force major circumstances). " I still have 10 days before departure, so I want to make independent changes to the route by myself, but I can’t do it anymore, this option is not available (and they dont care that you paid for this option). The reservation number is 115128475. Kiwi are scammers!”

Helpful Report

Posted 5 years ago

“Huge scam, had a flight booked for May, tried to get a refund online and my email wouldn't work. You know why? They used their own business email to book the damn flight how am I supposed to know? Now they won't even give a full refund they saying £20 charge for a refund what a joke and on top of that they give even worse options like £80 refund that's not even half of what I paid.”

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Posted 5 years ago

“I had 3 flights under one booking with KIWI.com for May 2020. Obviously I wasn't going to be travelling anywhere anytime soon. About 4 weeks ago , I get an email from KIWI.com stating that one of my flights under my booking had been cancelled and I need to take immediate action as to what I was to do. The options were INSTANT REFUND, which they advertise to be the fastest way to get your money back and the funds would be transferred to KIWI.COM credits, the other option was to PAY AN ADDITIONAL FEE in order for their customer service agents to reach out to the airlines and ask for a possible refund. I thought that was such a joke, cause isn't that like their job? Why do customers have to pay extra for these people to do their jobs? So I thought that was stupid, so I opted to get the instant refund option. The refund option gave me $54, for the price of the flight (that was cancelled) which I thought made sense when I looked at the final total that I paid ($260) , as it was the shortest flight out of the other two booked on the same reservation. So a few weeks pass , and I'm now getting worried because the dates are coming up. So I decided to reach out to KIWI.com to advise that I still needed to figure out what to do about the two remaining flights under my booking. It was then when they told me that I had already cancelled the entire booking and had agreed to a "$54" refund from my $260 original booking. I am beyond upset as I have communicated with them multiple times about this and how all they send me are these automatic responses. I keep asking them for a summary of my refund but THEY WILL NOT SEND It !! Just goes to show what a scam this company is !!! I doubt I'll ever get my money back or a credit of some sort, but this company needs to pay for all the scams they have committed. After reviewing these reviews on here, I know I'm not the first to be scammed and definitely not the last !!! Shame on you KIWI.com!”

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Posted 5 years ago

“NEVER EVER! This company is not worth even one star! They take money from you but provide no support or their so called guarantee if your flight gets cancelled. They dont even inform you about the cancellation, yet when you claim your refund (for which they charge additional 20 Eur!!!) they dare to write you "no show, no refund"! I havent seen a poorer customer support, never! I am still fighting with thousands of other people to get the money back, dont put yourself into the same situation, you would be mistreated as well in case of any problem! There are thousands of victims already: https://www.facebook.com/groups/254374211743198/”

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Posted 5 years ago

“REALLY BAD SERVICE NEEDS TO BE REPORTED TO WATCHDOG DO YOU REALLY THINK KEEPING EVERYONES MONEY WILL MAKE YOU RICH? YOU WILL FAIL MISREBLY AFTER, YOU HAVE LOST PEOPLES TRUST AND WILL NEVER SEE US REBOOKING WITH YOU. WE ARE KEY WORKERS STUCK IN CRISIS, THE HOLIDAY WAS PRE COVID PLANNED AND NOW BECAUSE OF THE GLOBAL SITUATION YOU ARE TRYING TO PROFIT FROM PEOPLES HARD EARNT CASH. YOU NEED TO BE SUED. HOW DARE YOU TRY TO OFFER £8.32p REFUND FOR 3 PACKAGE FLIGHTS. YOU TAKE THE PISSSSSSS!!!!!! PEOPLE ARE SUFFERING AND YOU CANT DO A SIMPLE REFUND. ANYONE THAT PAID WITH CREDIT CARD CONTACT YOUR BANK ASAP AND SHOW THEM THIS SCAM AND GET A REFUND. ANYONE ELSE PLEASE REPORT TO WATCHDOG”

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Posted 5 years ago

“This company should not be aloud to operate this way! surely there is some laws about the refund policies. My flights were cancelled by the airline and they are offering me £300 out of £1400 in vouchers not even cash”

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Posted 5 years ago

“Kiwi.com will return only a small part of the tickets and not in money, but in future credit for buying other tickets from them. It is not our fault that the flight got cancelled from Corona pandemy. It is a scam and they must be forced to return the money in some way. Do you know how we can force them to return the money?”

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Posted 5 years ago

“Worst company ever !!! They will never help you get anything done if you ever run into a problem. This company is a scam, their customer service is useless, it will take you months and months of hard work to have some sort of coverage or even a dollar back, don’t ever by from them please !”

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Posted 5 years ago

“This can not continue. We have a whatsapp group to file a class action lawsuit. If we cancel the trip, the money is ours. Get in touch with +34 642987605. My reservation is 9296287.”

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Posted 5 years ago

“The worst. My flight has already been refunded to KIWI but they still claim to need three months to request and process it. Avoid at any costs!!!”

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Posted 5 years ago

“Fiz uma reserva com a Kiwi de LA para oporto, a viagem foi cancelada e eles não devolveram o dinheiro da reserva!!!!!”

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Posted 5 years ago

“Biggest scammers . Don t trust them!”

Helpful Report

Posted 5 years ago

Kiwi.com is rated 1.1 based on 1,426 reviews