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Kiwi.com Reviews

1.1 Rating 1,425 Reviews
2 %
of reviewers recommend Kiwi.com
Company Reviews Questions Metrics
1.1
Based on 1,425 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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J Garcia
Verified Reviewer
“Booked eight months ahead to ensure no hiccups, but a month or so after making my booking one leg of my itinerary was allegedly cancelled. Turns out it was only changed a couple hours, but Kiwi's rigid policy meant either cancelling a $1600+ booking or booking a replacement with them. The cheapest option was an additional 8 hours layover and $500 more. Nothing about the money refund for the "cancelled leg" by the way. So I cancel the whole booking and go with more trustworthy sites. Kiwi tell me a refund will take 3 months! And in likelihood will be less some fees and even only in travel credit. I DON'T WANT TO EVER FLY WITH KIWI. I'm only thankful this happened while I was still at home. But one look at their social media or review sites shows this is a common issue and their customer service team are either AI or unsympathetic drones that get paid bonuses the longer they can hold people's refunds. Avoid Kiwi, it will only cost you time chasing impossible refunds from this shell company.”
Kiwi.com 1 star review on 27th April 2023 Kiwi.com 1 star review on 27th April 2023
Helpful Report
Posted 2 years ago
Anonymous
Unverified Reviewer
“I booked a flight through the AirAsia website to travel to Malaysia. My booking was confirmed and I received the details of my flight. I subsequently received a couple of slight reschedules which I had to review and accept. A few days later, AirAsia canceled my flight and gave me 2 options: choose a different flight or request a refund. AirAsia wanted to charge an additional $400 for a different flight, which is almost double the cost of my original flight. I therefore chose a refund. Following this I was advised that a refund needed to be sought from the airline and this could take up to six months. I was very confused by this as I was under the impression that I had booked directly with the airline, having used their website to make my booking. It turns out that AirAsia use a third party booking system known as Kiwi.com as their booking engine. I am now being told by AirAsia that I need to seek a refund through Kiwi.com, and Kiwi.com are advising that they have to engage the airline for the refund. My assessment of this situation is that AirAsia use this third party system so that they can avoid responsibility for customer care, and this, in turn, enables Kiwi.com to use the excuse of having to engage the airline to retain our money. I believe this is seriously bad practice and the kind of thing I really wanted to avoid, by booking directly with the Airline. Please exercise extreme caution when booking with either AirAsia or Kiwi.com.”
Helpful Report
Posted 2 years ago
Anonymous
Verified Reviewer
“Kiwi is the worst travel agent ever! I booked my flight from Ibiza to Thessaloniki.. my flight has changed by the carrier and they insist that I don’t deserve a refund!! Now I can’t fly and they kept my money! Don’t book with them.It’s better to book directly from the airline you travel with. 200€ lost ! Never again !!!”
Helpful Report
Posted 2 years ago
BC
Unverified Reviewer
“My flight got cancelled. They didn't tell me. I checked in. Waited. Found out it was cancelled. Called kiwi. Horrible custom support. Put me on hold for 15 minutes. During the hold I got a message from them saying my flight was cancelled and they offered to get me on a flight the next day for triple my original flights cost.”
Helpful Report
Posted 2 years ago
Aliaksandr
Verified Reviewer
“The company commits fraud. They cancelled my flights twice but the aircompany originally did not cancel the flight, the departure was only 3 hours late. But Kiwi considered this change as a 'cancellation'. Needless to say that I am waiting for the refund till now”
Helpful Report
Posted 2 years ago
Didy
Unverified Reviewer
“Don’t by with them No money back ! On canceled flights. Needs to be investigated by regulators”
Helpful Report
Posted 2 years ago
Richard C Brooks
Unverified Reviewer
“This company is horrible. They were supposed to get my flights and baggage. They didnt get my baggage and would not refund. I had to spend an hour on the phone with the airline to get my baggage taken care of. Poor customer service. I will never use Kiwi again.”
Helpful Report
Posted 2 years ago
Martin
Verified Reviewer
“One would think that after booking a flights through your website, uploading all our documents and successful payment you would supply the tickets for 4 of us. Instead, one of us got two tickets on same name and sadly we were missing one ticket. When trying to fix your mistake your support operators were not in sync it seems. While first support legend assured me that your team is URGENTLY fixing the issue (for 9hours), then another one told us that there was an error in the system and third support genius came up with the blatant lie "canceled flight" story. The flight was not canceled and it departed with another friend of ours on board. The refund was pathetic as our expenses trippled having to book last-minute tickets from scratch. I hope you enjoy doing business the way you do, word of mouth goes far. Never ever in a million years I would recommend kiwi.com to any of my friends, family nor enemies for such an intergalactic incompetence.”
Helpful Report
Posted 2 years ago
Anonymous
Verified Reviewer
“Kiwi is a rip off artist who takes advantage of their customers. They stole money from two of my sons for refusing to honor their commitments for refunds for cancelled flights or paying rebooking fees for the difference of flights as is customarily done in the industry. Stay away - buy only from a reputable airline.”
Helpful Report
Posted 2 years ago
Ghada
Unverified Reviewer
“One of the worst travel agents, extreme poor service, their customer service in UAE is horrible, their agents have no clue about travel procedures, they keep giving you wrong and contradicting information, they don’t care about customer issues, they just want to close the cases, they are cheap because their service is very cheap, never trust them”
Helpful Report
Posted 2 years ago
Anonymous
Unverified Reviewer
“Kiwi messed up both my friend and I separate reservations and we booked separately They will mess your name up so they can charge you to fix it. They charge double the price if you pay to check your luggage. They charged us for their mistakes. They told my friend our flight had been canceled and told me on another call it wasn’t. They tried to get my friend to buy another flight and told her it would take 3 months for refund. I’m glad I called separately otherwise I would have thought our flight was canceled. It was NOT canceled Customer service was horrible. I felt like we were being scammed.”
Helpful Report
Posted 2 years ago
Anonymous
Unverified Reviewer
“SUCH A BLOODY LIARS.SCAMMERS.CHEATED WITH FAKE ITINEARY.Will bring this matter to higher level and banned this website fully..bloody assols ...”
Helpful Report
Posted 2 years ago
Bob ODonnell
Verified Reviewer
“My brother and i had a bucket list trip, Galapagos islands. While trying to align on flights, i found the cheapest option being via Kiwi whereas he couldnt find anything price competitive, so despite his misgivings, i boked via Kiwi. Getting down to Galapagos was ok, but coming back is when the nightmare started. We had 4 layovers and Kiwi made the layovers very short. The first flight had a delay, which caused a domino effect of missing all the rest of the flights. I proactively called them when i saw the first flight delay and was told there is nothing they can do until i actually miss the flight. Upon arrival at GYE (Guayaquil airport) we predictably missed our 2nd flight. Tried going to the airlines desk directly but they had no more flights for the day and no customer service desk/people there for the night. Called Kiwi.com help desk 3 separate times, always routed to a customer service desk in India with limited English abilities and very little help. Was consistently referred back to the Kiwi app. The kiwi app's only recommendations was to delay final arrival by +24 hours, causing out of pocket hotel stays. Even the itinerary showed kiwi,com booking guarantee, customer service said this was not purchased/covered. After finding my own return flights one way departing in 4 hours (final arrival was 2 hours delayed compared to original), i again called kiwi help desk and asked them to offer me this alternative, even if i had to pay them some additional. They painstakingly took each airport code/flight number/departure and arrival times and said i'd receive an email eventually with the option. This email never came and my brother and i were forced to pay ourselves and forfeit the kiwi flights home. Options were given for refund, which as soon as clicked we were told airlines refused and therefore we would get $0 refund. I have attempted to escalate this case to a manager to speak about the poor overall experience and was told that the help desk does not have ability to send to a manager and i must call in. I do NOT write reviews, but feel at my very poor experience that i needed to warn others to avoid this company at all costs.”
Helpful Report
Posted 2 years ago
Ebrahim
Verified Reviewer
“The worst agency ever, they just steal your money, the customer service the very bad and they don't even listen to you. I got kiwi guarantee, and they let me alone middle of night. They gave alternative flight with 26 hours including 2 transit and buss, instead of my direct flight. Hahahah and thy refuse to refund my money back, I asked to talk to a supervisor and they also said he is not available. Just swindlers. Not recommended”
Kiwi.com 1 star review on 1st April 2023
Helpful Report
Posted 2 years ago
Jana
Verified Reviewer
“If I could give no stars I would, I have had a horrible experience with Kiwi.com booking flights. The booking numbers and reference numbers are invalid with the airline carrier, I've contacted the airline directly 3 times and they tell me they have no booking reference under our names, they checked the date of travel our birth dates and the e ticket number I was given and say all not valid. I've called and discussed my concern with Kiwi.com several times and they refuse to give me proof from the actual airline that my booking is valid and also refuse to give me a full refund DO NOT TRUST THEM!!!!!”
Helpful Report
Posted 2 years ago
Anonymous
Verified Reviewer
“Absolute disgraceful company. Booked flights, got confirmation and then suddenly 10 days later I'm told my return flight isn't available because they made a human error. The so called free alternative they offered meant a stopover and travel time of 16 hours instead of 8 hours. So I choose the full refund option they offered me. When I rang and asked for the refund I was then told that because they offered an alternative then it would be a voluntary refund and so I would lose my money (£1500). When I explained that they sent me an email offering a full refund, I then had to provide them with evidence of the email they sent me. You couldn't make this up! So in essence they were calling me a liar when I rang and I had to prove I wasn't. I'm still not clear I will get my money back (well I will because I will take this to court if I have to). AVOID AT ALL COSTS”
Helpful Report
Posted 2 years ago
Anonymous
Unverified Reviewer
“They are fraud. Last week I booked A ticket from Hamburg to Islamabad. In Istanbul Airport Pigasus airline charged from me 95 Euro extra for my Hand carry. In my return ticket they give me Islamabad to Karachi PIA flight but when I went to Islamabad so there wasnt any flight. When I asked from PIA DESK so they told me it's fraud they havent any flight today. Then for Conecting other flights I bought other ticket. Then in return I sent my all bag and Extra flight ticket Bill to KIWI and requested to return my Bills. But Kiwi customer Service replied that there are not responsible for All These. Thatswhy I amnot recommand to others. They are fraud. Be carefull please. And dont waste Your money like that.”
Helpful Report
Posted 2 years ago
Brajesh
Verified Reviewer
“One of the worst booking agents. Cheating on the name of cheap tickets. Free services by airlines is getting charged by kiwi. Total fraud.”
Helpful Report
Posted 2 years ago
Anonymous
Unverified Reviewer
“DO NOT BOOK WITH THEM!!! I booked with them, the carrier cancelled, they never gave me credit or a refund. The worst part was that the flying options that they gave me to my destination were all full priced didn’t even discounted the money I had already paid. I ended up having to book with another carrier directly and paid double. They’re scammers!”
Helpful Report
Posted 2 years ago
Anonymous
Verified Reviewer
“This has to be one the WORSE companies I have ever come across. Please please please AVOID. I booked a flight and purchased extra luggage which they charged me for it, and then a day before my flight they informed me that my luggage was not included and had no explanation for this accept claiming that I apparently logged in the app and changed the flight details which is complete RUBBISH! They advised me to purchase luggage at the airport instead which I did and had to pay double the amount because it was at the airport. They agreed that they will refund me if I did purchase extra luggage at the airport, I sent them receipts like they requested and they came back saying they will not issue me a refund and they STILL charged me for the first luggage I purchased when I booked the flight. They are a fraud company and even at the airport the staff said they always get complaints about this company and to advised to not book with them again. This will be the first and last time I ever book through them. Please be CAREFUL they will scam you!”
Kiwi.com 1 star review on 21st March 2023 Kiwi.com 1 star review on 21st March 2023
Helpful Report
Posted 2 years ago
Kiwi.com is rated 1.1 based on 1,425 reviews
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