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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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Anonymous
Unverified Reviewer
“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”
Helpful Report
Posted 4 months ago
Kerem Alcan
Unverified Reviewer
“Alles is mis gegaan echt alles. Ga nooit maar noir ticket kopen hier !!!”
Helpful Report
Posted 4 months ago
Alexandra Stavropoulou
Unverified Reviewer
“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!”
Helpful Report
Posted 4 months ago
Alex
Unverified Reviewer
“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”
Helpful Report
Posted 5 months ago
Othman Beirumi
Verified Reviewer
“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.”
Helpful Report
Posted 5 months ago
Anthony
Unverified Reviewer
“What a terrible company to deal with. I booked flights to take me to America for 2 weeks. I didnt realise that the flights didn't include luggage. I contacted KIWI Travel to be told that I cant take any luggage with me and would not help in anyway. They would not provide me with any reference numbers for me to contact the airlines direct to add luggage They told me to cancel my flights with them and rebook at a cost of loosening all my money. It took me days to eventually persuade the different airlines to allow me luggage on my flights.. Kiwi travel were completely unhelpful and point blank refused any help or compassion.. A DISGRACEFUL COMPANY.”
Helpful Report
Posted 5 months ago
Anonymous
Verified Reviewer
“Beware if you ever want you money back for a cancelled / changed flight. I had to have Aegean authorize all refunds myself and start a legal proceeding against Kiwi to force them to fulfill their legal obligation to return the funds. They returned only 2/3 claiming "fees" that they never invoiced, thus breaking German tax code. Buy directly with airline, even if somewhat more expensive.”
Helpful Report
Posted 5 months ago
DAN
Verified Reviewer
“My advice is to steer well clear of KIWI. They are a waste of space. In UK Law they create a binding contract when they sell me a product. However if something goes wrong they dont want to know. If you book direct with the Airline you at least have some comeback through your credit card. Not so with KIWI who say they are merely a handling company and will not refund any money even when a flight is cancelled. Dont touch them - you have been warned”
Helpful Report
Posted 5 months ago
Anonymous
Verified Reviewer
“Rubbish service…. Don’t obey EU rules never use them”
Helpful Report
Posted 5 months ago
Michael Magee
Verified Reviewer
“I have been waiting for months for a refund that has supposedly been in process since December. There is no update - the booking number was 575 573 878 and my first plane was delayed so long that I missed the connection. The company has been telling me consistently that they are working on my refund but it has been months. If you use these guys, know there is a good chance they are not going to pay you back if they mess up and leave you holding the bag. Never EVER use this company. I am pursuing actions with my bank currently to force them to action.”
Helpful Report
Posted 5 months ago
Don
Verified Reviewer
“Scammed me twice. They don't book your bags even though you pay for them, then they say that the bags are confirmed and that you must have had to pay for overweight luggage. Twice, I'm never going back.”
Helpful Report
Posted 5 months ago
Maria Dorofeeva
Unverified Reviewer
“Very negative experience”
Helpful Report
Posted 6 months ago
Anonymous
Unverified Reviewer
“Kiwi Scammed me about $400. Been going through legal process to get my money back. BEWARE, BEWARE,BEWARE!!!”
Helpful Report
Posted 6 months ago
Anonymous
Unverified Reviewer
“Ajutor zero pentru clienți!!!”
Helpful Report
Posted 6 months ago
Bishop Peter
Unverified Reviewer
“I’m so relieved I finally got my money back through aixaLtd! My refund was stuck on pending for over a month, but after persistent follow-ups, I’m glad it was resolved successfully.”
Helpful Report
Posted 6 months ago
Korosh Khanii
Verified Reviewer
“1740$ از من کلاهبرداری کردید شرکت کیوی دزد و کلاهبردار اروپا”
Helpful Report
Posted 6 months ago
Attila
Unverified Reviewer
“Don’t ever by tickets from them!!! We just bought our tickets and they’ve purchased the returning flight for a week later and not willing to deal with it.”
Helpful Report
Posted 6 months ago
Elena
Verified Reviewer
“If I could give zero stars I would. I strongly advice against booking flights with this company. I booked flights for NYE only to discover when I got to the airport that the tickets were invalid. Online check in was not possible and the airline help-desk at the airport told me that they could not issue me a boarding pass because the tickets had not been properly issued by kiwi. The helpline chat and numbers kiwi provide on their site offered no help, its all run by bots, they just continued to claim that I could collect my boarding passes at the airport. I ended up stranded at the airport with no help, explanation, or refund from kiwi. In addition to loosing the money I’d spent on the tickets via kiwi I also had to find and pay for new tickets myself. My journey ended up being delayed by over 24hrs with loads of added expenses. It is the worst experience I have ever had with a travel agency. Stay safe and stay far away from them.”
Helpful Report
Posted 6 months ago
Anonymous
Verified Reviewer
“I paid extra for the standard ticket to be able to rebook it when needed. I emailed to ask how to rebook the ticket and received instructions in response. After following the instructions, it turned out that they were incorrect, and the ticket is no longer usable. Kiwi.com does not acknowledge that they provided incorrect instructions and instead places the blame on me. Even with unrefutable email proof...”
Helpful Report
Posted 6 months ago
Anonymous
Unverified Reviewer
“Appalling. Kiwi kept the money from a fully refundable airline ticket for almost 3 years. Then they refunded not to the original form of payment! but instead provided a kiwi voucher and told me it was usable for both lodging or air travel. Turns out after several unsuccessful attempts to use it, and much time communication with their USELESS customer service, it could only be used on an airline flight. When I was finally able to find a flight to use it for, I had trouble again redeeming it. I contacted customer service and was told the voucher expired earlier that day. I complained because it should have been valid through that day. Customer service informed me that they were in a different time zone and it expired in their time zone, not where I bought the ticket. I asked kiwi to extend the voucher through the end of the day so I could complete my purchas. Their response? " NO! You should not have waited until the last minute and you wouldn't have these problems.". DON'T BUY TRAVEL FROM KIWI EVER”
Helpful Report
Posted 6 months ago
Kiwi.com is rated 1.1 based on 1,425 reviews
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