Kiwi.com Reviews

Name: Kiwi.com
Rating: 1.07

1.1 Rating 1,395 Reviews

2 %

of reviewers recommend Kiwi.com

Company Reviews

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Metrics

1.1

Based on 1,395 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Courier
On-time Delivery	Greater than 7%
Accurate And Undamaged Orders	Greater than 60%
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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180

Anonymous

Anonymous // 01/01/2019

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

“PLEASE DO NOT IGNORE! AVOID KIWI.COM AT ALL COSTS!!! As others have said, they do not help at all if anything goes wrong (and I'm only talking about things that are within their responsibility. I'm not someone that expects anything extra, because of x, y, or z). Instead of helping, they lie and frustrate you. In our case, they made us pay literally thousands of dollars more to be able to fly home! What made it tens times worse is, they had us believe we are booked on a flight, only to go to the airport, to find they didn't actually book any tickets! Only to then receive an email from them at that point stating they were unable to book the tickets, and to deal with the ailine directly! So we were forced to pay thousands to get on to the flight that they said was already booked! I cannot imagine what we would have done if we did not have the funds, or friends/family at our holiday destination! Absolutely disgusting and pathetic excuse of a company!”

Helpful Report

Posted 5 months ago

“I will never book through Kiwi ever again. We opted to pay for Disruption Protection when I booked the flights. On our trip home on January 2, 2025, from Punta Cana to Edmonton, they booked us with 2 separate airlines. Our Flair Airlines flight from Punta Cana to Toronto was a half hour late. Then it took Flair 2 hours, for god knows what reason, to drop the luggage on the conveyer belt. As a result we missed our connection with WestJet. WestJet would not honour our tickets because Kiwi books in a way that they will not honour. So we booked our own flights home with Air Canada (because at this point we trust no one else) for $2000, which was the same price for every carrier that could get us home as soon as possible. We had to pay for a hotel, meals and an extra day for our 5 pets at their pet resort back home. I have been communicating with Kiwi through my husband’s account because I book everything but under his name. The final word from kiwi is that the Disruption Protection does not cover baggage delays. I quote right off their Disruption Protection description “Disruption Protection covers you if your trip gets disrupted because airlines changed, canceled, or significantly delayed any part of it.” There is NOTHING mentioned about baggage. The terms outlined are in one paragraph - so, I certainly didn’t miss the small print. We paid over $3000 for the one way home when we originally booked through Kiwi. Then, had to pay another $2000 to get home from our half way point. Do not use them at all, ever.”

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Posted 5 months ago

“Completa estafa. Te ofrecen tiquetes con un supuesto ítem personal de una medida exacta. Cumples con la medida de ese ítem personal, pero cuando llegas al aeropuerto, resulta que esas medidas con las que supuestamente te vendieron los tiquetes no cumplen con las medidas que la aerolínea exige para los ítems personales, luego la aerolínea te obliga a pagar la maleta de mano que llevas como carry on o si no no puedes abordar. Pides el reembolso por esto y kiwi simplemente no se hace responsable de nada. ESTAFA NO COMPREN POR KIWI.”

Kiwi.com 1 star review on 7th January 2025

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Posted 5 months ago

“Absolute Vollkatastrophe... 24 Stunde vor Abflug eine massive Verzögerung erhalten. Keine Erstattung möglich um schnell eine Alternative zu buchen. Verpassen nun den gesamten Anschluss. Danke für nichts!”

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Posted 5 months ago

“I have an upcoming trip and I totally understand that I didn’t get the trip interruption and I don’t qualify for the refund . But just a day before there is a death in my immediate family and lost my dear one . Needed money badly so tried calling Kiwi and see if there could be 1 time exception since very unfortunate situation came up . But instead of having a heart and feelings they simply said that they can’t do anything as i don’t qualify for the refund . All I want is think differently and do have some exceptions in some situations . Would have appreciated if they could have atleast given me refund some portion if not all as I very badly needed financial help . Plz try to help people which kiwi.com agents never tried .”

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Posted 5 months ago

“Worst Ever. Do Not Fly with Kiwi. The ‘Flexi Fare’ is a make believe fairytale which they will not honour. Their app incorrectly booked me on a crazy 3 airplane, 2 airline, 12 hour journey instead of the direct flight and then they refused to fix the itinerary and refused to offer a refund or credit. They are straight up lying criminals. Never again.”

Kiwi.com 1 star review on 4th January 2025

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Posted 5 months ago

“I had a horrific experience with them also. I’m traveling within Canada and found them on Kayak. Kiwi listed their price but failed to clarify that the currency is in Euros, so when the charge hit my credit card it was much more than I agreed to. Worse yet, their customer service is horrendous. They’re petulant, argumentative, ignore what you’ve told them, repeat themselves and refuse to fix the problem whatsoever. I’d NEVER USE KIWI.COM AGAIN.”

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Posted 5 months ago

“I took a moment to warn you all ahead NOT to use this company for booking your flight tickets. They are not helping with any issues related to flights cancellation or changes, extremely bad service”

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Posted 5 months ago

“Kiwi booked a transit for me between Medellin to London where I was late to check in, so I had to rebook for next day with another airline. Kiwi waisted my time and cost me money and I had be at work too. Thank you for your bad service kiwi. I don’t want to use kiwi again unless it finds a way to resolve this issue. It’s soo stupid, how can it not tell there would be check issues with my booking. So dull kiwi.”

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Posted 5 months ago

“Terrible experience with Kiwi.com. My flight was rescheduled, but the update was sent to an unidentified email instead of mine. Customer service gave conflicting information about refunds—phone support said one thing, chat support said another. Poor communication, inconsistent support, and zero accountability. Avoid this app at all costs.”

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Posted 5 months ago

“This company is a scam. They canceled my ticket because they thought they could resell it for more. I booked a flight to El Salvador and when I went to check my e ticket I found out they had canceled my flight and didn’t bother to let me know. I had to buy another flight for more than double the price.”

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Posted 5 months ago

“Kiwi.com is NOT safe and legit! I paid for flight protection through them, which advertised that the flight protection included missed connections due to delays. They did not uphold that promise at all. My first flight was delayed which made me miss my connecting flights. I've reached out to them multiple times and they refuse to uphold their agreement and won't give me a single cent back for the missed flights. The logistical challenges were even worse. I had 20 min to catch my connecting flight, (originally without the delay, it would have been 30 min.) Transferring terminals required a 10-minute *run* through the first terminal, followed by a 10-minute shuttle ride to the connecting terminal. This significant distance made it physically unfeasible for me to check in on time, I likely wouldn't have even made it even if my original flight wasn't delayed. Kiwi.com fails to consider these logistical realities, breaking the basic trust of *physical possibility* customers place in their service. Missing these flights led to unexpected expenses, including a costly hotel stay, taxi rides, and expensive replacement flights to my original destination. Kiwi.com's lack of accountability for their false advertising and the sheer hassle of trying to resolve the situation has made it clear I will never use their services again. Their failure to provide even the most basic support or uphold their agreements is appalling. I would strongly advise others to avoid Kiwi.com!”

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Posted 5 months ago

“If only I can give them a star below 1..... Please please please do not use Kiwi. Their customer service is beyond outrageous. Rude and poor communication, unprofessional service, and so much more--you name it. Long story short, I had to cancel and request for a refund of my flight ticket. I requested for refund a minute after my confirmation email came. It took more than 3months for them to resolve my issue. And did I get the full refund? NO. Less than 1/3. Their refund policy is not straightforward as they keep blaming on the Airlines and their service is so poor. First, they don't tell you how the case is being processed or updated. Second, the company is not organized. You get to speak to different agents all the time who says the same thing over and over all the time. Some of them don't even speak English well. Third, calling the company charges $ and when you ask for them to call you, they don't. They say I as a customer need to call in to ask to speak to a manager. What a waste of time. Fourth, they don't take your case seriously. When I asked why I was only getting refunded less than half of $ to a trip I cancelled a minute after booking, they simply said my case is done they have it resolved. I can quote them if you want to. I have so many other memories with them which I will tell all of my friends to not use them.”

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Posted 5 months ago

“There is no such incorrect, incompetent, robotic, terribly incompetent company. Everyone speaks horribly broken English and is uncooperative despite my rights as a buyer. The airline with which you will says to refund my money and they say no! then i did a little research and there are hundreds of thousands of people who got hurt by them and took their money.”

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Posted 6 months ago

“Worst experience ever. They sent me an email that the airline canceled the flight and gave me only one option which was an assisted refund request and now they are not giving me my money back. So I don’t have my ticket at the moment bc they canceled it and also they took my money. TERRIBLE!”

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Posted 6 months ago

“Kiwi ripped me off!! Confirmed payment, received FAKE booking number that did NOT exists with airline. FRAUDED ME AND I WILL NEVER SEE MY MONEY!!! STAY AWAY AT ALL COST!!”

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Posted 6 months ago

“Ordered tickets via kiwi company.Wizz Air canceled my flights. I haven't received refund. I've heard that passengers who booked directly through their wizz air received refunds. I've contacted the kiwi multiple times but haven't had any luck. Avoid booking with them!”

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Posted 6 months ago

“Their customer support is a scam, don't use this company! Six (6) times I have written the same question to them but they just respond a standard answer and keep ignoring the facts of the case. I reached out to one of their agent by phone, who also verified verbally AND confirmed in writing, that the action by me, to purchase new tickets were OK and according to the carriers policy, but they refuse to refund me. Don't use this company!”

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Posted 6 months ago

“I bought tickets, kiwi cancelled them, they told be they haven’t received my money although my bank ensured me that they payment is done!!! I bought from someone else tickets and when i went to the airport they told be that i have double tickets for me and my daughter!!! Never buy from them tickets!!!!”

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Posted 6 months ago

“Kiwi.com has been an absolute nightmare to deal with. They repeatedly lied, claiming they contacted the airlines to process my refund, but the airlines confirmed no such request was ever made. Their customer service agents keep giving conflicting and nonsensical excuses. One representative told me the refund depends on the airlines, yet the airlines said they have no control over reservations made by third parties like Kiwi. Now Kiwi is demanding I provide proof of cancellation from the airlines so they can process my refund. How does that even make sense when Kiwi was supposed to handle the cancellation in the first place? This company thrives on confusion, false promises, and passing responsibility. Save yourself the frustration—avoid Kiwi and book directly with airlines or a reputable service. They are nothing short of scammers.”

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Posted 6 months ago

Kiwi.com is rated 1.1 based on 1,395 reviews