Kiwi.com Reviews

Name: Kiwi.com
Rating: 1.06

1.1 Rating 1,427 Reviews

1 %

of reviewers recommend Kiwi.com

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1.1

Based on 1,427 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 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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Such a shame Kiwi dealt with so badly with the Covid situation and tried to make money out of people who got their flight cancel. Short term win, we'll never use them again and hoepfully they go to bankruptcy for trying to escape it first by robbing people”

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Posted 5 years ago

“Absolutely horrible customer service!! Did not notify me of flight cancellations and then therefore would not issue me a refund. Such a scam to ask for more money to get a refund and wait 6 months for it! Never will use this company again!”

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Posted 5 years ago

“The list of problems started with the booking and they screwed up my wife's gender as male and we spend hours trying to get Kiwi.com to fix it. Our flights got cancelled from Australia to LAX and we received NO NOTIFICATION of the cancellation from Kiwi.com -- NONE!!! I went online to the carriers, Qantas, Air New Zealand and Fiji Air, to find out the flights were cancelled before going to the airport. I tried to call Kiwi.com, having their Premium Service, and waited 3 hours on the phone to a recording saying initially it would be 1.5 hours wait time. I didn't get any response. I left 4 email messages to their contact message center and NO REPLY has been sent back to me. They have my email address and phone number and haven't bothered to get back to me. I've applied for a refund on their website that says it will take up to 6 months to process. I know the corona virus has thrown everything for a loop but this company has Unbelievable bad service! Not too hopeful for a refund.”

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Posted 5 years ago

“Remarkably poor service. Hard to navigate website. Complete inaction with cancelled flights (they didn't even notify us). Struggling to get a refund that was already promised by the airline itself. I've been waiting on hold for over two and a half hours to get my flight information so that I can contact our airline directly, but their system hung up on me. Guess I'm calling again, because I'd prefer not to have 800 dollars evaporate into the pockets of this insane company.”

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Posted 5 years ago

“Worst covid19 crisis management”

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Posted 5 years ago

“Kiwi com offer me 43 euros refund of my 450 euros ticket, that has been cancelled. It is a insult. I will never use this service again.”

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Posted 5 years ago

“WHY ARE YOU ASKING FOR EXTRA MONEY TO CANCEL already cancelled flights? what a lame customer services. last time i buy something with you. and i will let all my friends and family heads up about you. hope your greed will be your fall.”

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Posted 5 years ago

“THIS IS A 3RD WORLD COUNTRY COMPANY SO YOU'LL GET THE WORST POSSIBLE CUSTOMER SERVICE! Absolutely garbage company. For my last trip from Los Angeles to Istanbul, they booked my tickets. My connection flight in London was impossible to take. In London I had to leave the airport and go to another airport in another city which costed me $200. Yet I missed that flight and had to purchase another ticket over there. I lost around $400 to pay for the extra luggages again which I'd already paid for in Los ANGELES. Called the customer service several times to get help but they were so disrespectful and awful even the supervisor. I travel a lot and have never had any issue with other companies. Their tickets might seem cheap but they're impossible to use. DO NOT USE THEM.”

Helpful Report

Posted 5 years ago

“SCAMMERS. - SON UNOS ESTAFADORES!! En estos momentos en que todas las aerolineas ya modificaron sus políticas de reembolso y cambios de vuelos cuando los mismos fueron afectados por cierres de fronteras, esta "empresa" que lo único que quiere hacer es estafar a quienes compramos por intermedio de ellos, solo les importa que les pagues por adelantado 20 euros, cuando la aerolínea ya me ha confirmado por varios medios (email, su chat, su call center) que me ofrecen el 100% del valor pagado en un voucher para que cuando todo se solucione, pueda fijar una nueva fecha de vuelo. Kiwi no responde su call center, y solo piensan en ganar dinero a costa de la situación. Pero será la última vez que conmigo ganarán dinero.. nunca mas ESTAFADORES!!”

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Posted 5 years ago

“Great search engine that finds flights that others do not. DO NOT BOOK THROUGH THEM. Deal directly with the airlines. I was offered a 70% refund because if a COVID19 cancellations but it is in Kiwi credits so cannot escape from this company! I am applying for an Assisted Refund and if i get nothing i have travel insurance that i hope will cover me.”

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Posted 5 years ago

“for tickets worth 250 euros, kiwi donates 20 euros to their virtual account. cheat of the year! never use this company. you won't get anything back!”

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Posted 5 years ago

“Bunch of scammers and liers taking advantage of the COVID 19 situation!!! We can't get our refund to our cancelled flights and giving us an option thats so insulting may this company go down to hell enjoy our money you thieves!!! Not helping at all in this crisis. No star!!;”

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Posted 5 years ago

“They deserve only ZERO rating. This agency is a group of thieves. I booked a multiple cities tickets with total more the 500£. All flights are cancelled by the airlines and offered a free full refund. Still, kiwi.com offers me only 10£ refund and if I need assistance refund will cost 20£, and will take 6 months. This is an illegal and dirty business. When I request a chat or send e.mail, they rejected bcz it's a basic and saver ticket. It is awful.”

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Posted 5 years ago

“Your kiwi.com guarantee is just a scam. Offering €10 as reimbursement for a flight of £500+ is just insulting and you're taking advantage of the COVID-19 situation to release your responsibility and survive with your lies. You're AWFUL. Thieves!!”

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Posted 5 years ago

“”Refund” after flight COVID19 cancellation only a fraction of the original ticket - it does not make any sense. You have to call them, takes 2h, poor english customer service. Read the reviews, horrible company - probably they are going to claim the refund from the airlines after screwing you over. I try to get the refund directly from the airlines or resort to my credit card to dispute the charge.”

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Posted 5 years ago

“If I could give a zero star I would, cannot travel due to covid-19, so they are offering £35 credit (not a refund) or an assisted refund. This is not legal, they should just be offering a straight up refund”

Helpful Report

Posted 5 years ago

“I received notification from Kiwi that one of two cancelled flights on my booking had been cancelled (days after I’d been notified of this by Ryanair), and giving me the option either to choose an alternative flight, to request a partial refund of £20 payable immediately (from a £180 ticket), or to request their assistance in requesting a more substantial refund from Ryanair (for which I would be required to pay them an £18 handling fee and would not receive any refund for up to six months). Interestingly, there was a deadline for me to make this decision, only two days until the offer would expire and I would get nothing. Also interestingly, they didn’t notify me in this email that a second flight on the booking had also been cancelled. Nor did they notify me that none of their alternative bookings would even be viable given that I was flying into Amman on 28 March, and Jordan has halted all inbound and outbound flights effective 17 March for the foreseeable future. When I attempted to call customer service to discuss this, I discovered that they have automated their phone numbers to immediately hang up on any customers who don’t have imminent flights. Funny how this policy fits with a 48 hour deadline on making the decision outlined above. This company have proven criminal, whether by incompetence or by outright deception, it’s impossible to know. I will never use them to book flights again, and I would advise others to take heed as well.”

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Posted 5 years ago

“Would give zero stars if I could. Asked about cancellation policy and refunds before leaving on my trip because I was still waiting for documents I needed to travel. They told me the best they could do was €10, and this was about two weeks before departure. I ended up getting my documents in time so everything was fine. To return, due to COVID-19, I had to go to the airport a couple of days earlier. Upon arrival I first called the airline (Icelandair, super pleasant and helpful) to ask about the possibility of getting on an earlier flight, unfortunately they told me Kiwi had reserved the rights to make any changes to my tickets. When I finally got to talk to Kiwi, after trying the day before both by phone and email, I was told I'd have to pay full price for an earlier flight. No checked luggage, was merely hoping to squeeze onto an earlier plane if there was room so I didn't have to live in an airport for two days. What difference does it make really? Maybe it does, I dunno. Many people have had problems with this company. There are suspicions about fake positive reviews and there are plenty of bad ones on other sites. They may be cheap but their customer service is pretty disappointing. They were difficult to reach and seem quite money hungry despite the low prices. I do realize this was a difficult time for everyone, but my sympathy is limited when I feel treated unjustly.”

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Posted 5 years ago

“BEWARE- Should be zero stars If you have flights cancelled due to COVID-19 they scam the a$$ of you to get any money back. Just waited on the line for an hour and 20 mins. I had 3 bookings to cancel. Basically you have 2 options. Option 1 - Get instant refund in Kiwi credit of a very small fraction of your ticket price. I had a 56 UKP Flight which they was going to give me 7.75 UKP instantly. Or Option 2 - Assisted Refund with a handling charge of 18UKP paid up front which there is no guarantee to get any money back and you still pay the handling charge and the real kicker is it can take upto 6 months. I will never use this mob again!!! I've had to cancel lots of flights recently and although I have waited ages, I've had refunds with no handling fee and it's been done whilst I've been on the phone. COVID-19 should not be used as money making opportunity!!”

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Posted 5 years ago

“I would not recommend this company to anyone.they stealing money they don't refund”

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Posted 5 years ago

Kiwi.com is rated 1.1 based on 1,427 reviews