Kiwi.com Reviews

Name: Kiwi.com
Rating: 1.51

1.5 Rating 1,742 Reviews

13 %

of reviewers recommend Kiwi.com

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1.5

Based on 1,742 reviews

Customer Service
Communication Channels	Live Chat, Email, Telephone
Queries Resolved In	Under An Hour

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Kiwi.com 1 star review on 15th March 2026

172

Anonymous

Anonymous // 01/01/2019

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

“I booked Wizz Air flights through Kiwi.com. The flights were canceled by the airline due to safety concerns. Wizz Air informed passengers who booked directly — but Kiwi never notified me about the outbound cancellation, and only informed me about the return flight after the flight date had passed! Despite both flights being canceled, Kiwi offered a refund request only through their system, and only if I agreed to pay €60 in service fees, with no guarantee of receiving a full refund. This has happened to me before — and in that case, I received only a partial refund, even though passengers who booked directly with Wizz Air were fully refunded. Customer service is almost nonexistent, and responses are automated and unhelpful. Kiwi refuses to take responsibility and shifts the burden entirely to the customer. Avoid Kiwi.com — it's worth booking directly with the airline for peace of mind and real support.”

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Posted 1 year ago

“Terrible customer service on a recent booking. Wasted a-lot of our time, lots of promises and nothing done. Awful. Such a shame as we used to use Kiwi a-lot and had found them terrific many years ago.”

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Posted 1 year ago

“Avoid booking via Kiwi - I do not recommend this platform! I booked a flight via Kiwi, paid and got a confirmation. In the middle of the night I was informed by email that due to technical issues the flight couldn't be booked and that I have the option to be refunded via creditcard (chosen payment-method) or with Kiwi-vouchers, however it was not possible to choose the first option in the form shared. When I was informed that I got refunded with Kiwi-vouchers I contacted the Customer-centre and they asked me to proof that it was not possible to choose that option otherwise they couldn't do anything and they apologized for technical issues. It is obvious that I can't proof a technical issue from their side, thus I am stuck with their voucher. In the conversation with the customer-service they aknowledged the "failure/technical issue" from their side, and were sorry for my frustration yet still nothing that could be done.”

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Posted 1 year ago

“I made a booking with them and when I cancelled they didn't want to give me a refund, when I tried to contact them they didn't take me seriously, it's not reliable and you can look for yourself, I'm not the only one and that's actually a shame.”

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Posted 1 year ago

“Worst customer service ever! No one wants to help you, not proactive. Never book woth this company, you’re taking big risks!!”

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Posted 1 year ago

“One of our three flights on the way home was changed on 2 days after we booked the trip to a day earlier (which shouldn’t even be possible) but that meant we couldn’t make our long haul connecting flight and threw out the entire journey. Instead of allowing us to change our flights to all link up for free, we were forced to pay $300+ for a flight that didn’t link up and had to subsequently miss the wedding recovery day we had travelled for, lose a nights accommodation of our holiday, as well as pay for Ubers and another nights accommodation in Melbourne - costing us nearly $1,000. When we called we were given no help other than “check the website for options”. On top of that, two of the three flights we had on the way home we weren’t even seated next to each other, and there was only two of us! I will never ever book with Kiwi.com again, and I will be telling everyone I know not to as well.”

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Posted 1 year ago

“DO NOT BOOK via kiwi.com! - although cheap and easy to use, they will do absolutely nothing for you in the event of flight cancellations. My international flight got cancelled (and thus refunded); however, kiwi.com did nothing for my connecting flight. They provided an option to change the flight; however, it costed $$$, much more than normal prices. I asked for a refund on that flight and kiwi.com did nothing - even after I contacted the flight carrier directly asking for a refund. They insisted they could not do anything (as it was booked via a third party) and that kiwi.com could contact them on my behalf. However, kiwi.com did nothing. Customer service will do anything to prevent a refund. Avoid at all costs.”

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Posted 1 year ago

“Terrible service kerp away”

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Posted 1 year ago

“Requested a refund after plans change in date needed to be moved. They told me they were in contact with the airlines. I called the airlines and Kiwi had not been in contact with him whatsoever. I’m currently in the process of disputing it with my credit card. Never book with Kiwi.com. If you find a deal, you want to book on Kiwi just book it with the airlines and it will be cheaper and you won’t have to deal with this scam company.”

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Posted 1 year ago

“When flight was cancelled due to technical problem they do not refund.”

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Posted 1 year ago

“Terrible Experience – Kiwi.com Offered No Real Support During Disrupted Trip This was my first — and definitely last — time booking through Kiwi.com. I purchased flight tickets along with their Disruption Protection, assuming it would offer some peace of mind in case anything went wrong. Unfortunately, when a flight connection was missed, Kiwi.com was nowhere to be found. I was traveling with my 7-year-old child, stranded in an unfamiliar airport, with no assistance from the airline or Kiwi. They claim they provided “alternatives,” but this is simply not true. I received no updates from March 15th–16th, no clear instructions, and no human support. Meanwhile, the last available flight to my destination was selling out quickly — so I had no choice but to book new tickets out of my own pocket. No parent would risk being stranded overnight in a foreign country with a young child and no help in sight. I’ve been passed back and forth between Kiwi and the airline ever since, with both parties blaming “policy” while refusing to take real responsibility. If a ticket is non-refundable, why sell a protection plan that promises help during disruptions? The worst part? The lack of empathy. No real-time support, no crew at the airport to assist, and canned responses that just push you in circles. I trusted this platform, but it failed me completely when it mattered most. If you’re thinking of booking through Kiwi.com — please read the reviews first. I wish I had.”

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Posted 1 year ago

“Absolutely the worst experience it took me four months to get my refund back”

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Posted 1 year ago

“Extremely Disappointed with Kiwi.com The customer service is painfully slow. There’s no phone number to call—everything has to go through their app via a ticketing system, which is very frustrating in urgent situations. It took them 8 hours just to offer me an alternative for my outbound flight. Even worse, they wanted to charge $723 to move my flight just 4 days later, even though the total cost of my original ticket was $1300. That’s outrageous. Overall, I do not recommend Kiwi.com. The experience felt like a trap—once they have your money, you're stuck with their slow support and overpriced “solutions.””

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Posted 1 year ago

“RUN! Horrible app and customer service-would never use again. It’s a purgatory sign in app process that you can never get into. Customer service reading a generic response without addressing the real issue and never getting the problem resolved.”

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Posted 1 year ago

“Scammers! They took my money for a ticket, but didn’t buy it. I’m waiting for the third day for my ticket number, contacted Turkish airlines and they told me that they even didn’t buy a ticket for me”

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Posted 1 year ago

“Please do not book through this agency. They are a scam! You will pay for a ticket, but during your trip, you will be surprise that you have no bookings at all. If you request a refund, they will inform you that they are unable to do so and will tell you to contact the airline directly, even you made the bookings with them. They will scam you, so don't book with Kiwi.com”

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Posted 1 year ago

“Alles is mis gegaan echt alles. Ga nooit maar noir ticket kopen hier !!!”

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Posted 1 year ago

“Our flight was rescheduled to a time that was extremely inconvenient for us, so we had no choice but to cancel it and book a more suitable flight. The airline generously agreed to provide a full refund, yet Kiwi decided to charge us 30€ per person. To make matters worse, they issued us a useless coupon with ridiculous terms—forcing us to spend 300€ just to use a 30€ discount! And despite the airline's full refund approval, Kiwi refused to return the remaining amount, blatantly keeping money that was rightfully ours. This is unacceptable, and their handling of the situation is nothing short of infuriating! DO NOT USE THIS TRAVEL AGENT!”

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Posted 1 year ago

“Think twice before buying tickets through this service. They sold me a luggage option, but I still had to pay for the same piece of luggage at two different airports. They refuse to refund my money and falsely claim that their internal investigation shows I added a second piece of luggage at both airports. Be cautious with Kiwi.com and carefully consider whether you want to use their service”

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Posted 1 year ago

“I have booked a roundtrip flight from Kiwi and here is my terrible experience with them! I was denied from boarding on my first flight, because the airline thought I have an issue with my passport. So I lost that flight and the connecting one as well. when I spoke to them, they said we can't cancel or refund your flights and they asked me to contact the airline themselves. So I had to book another flight to travel. On my way back, the inbounding travel, I had in issue with the online check-in. When I contacted them again, their virtual assistant was useless and repeating the same responses. I called them and they said that they can't do it and I need to do that in the airport which cost me 50 euros. When I contact the airline, the airline mentioned that the booking owner should accept the changes so I can do the check-in. They didn't take the full responsibility for the reservations and I ended up fighting with the airlines to get my issues solved. I am frustrated because of their overall service and I won't recommend them to anyone.”

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Posted 1 year ago

Kiwi.com is rated 1.5 based on 1,742 reviews