Kiwi.com Reviews

Name: Kiwi.com
Rating: 1.22

1.2 Rating 1,554 Reviews

5 %

of reviewers recommend Kiwi.com

Company Reviews

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Metrics

1.2

Based on 1,554 reviews

Shipping & Delivery
Delivery Methods	Courier, Own Driver
Customer Service
Communication Channels	Live Chat, Email, Telephone
Queries Resolved In	Under An Hour

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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

“They canceled my ticket without any confirmation and refused to help (I could only ask for refund). When I contacted the airlines directly, they told me it was kiwi who canceled my flight. Fortunetly, the airlines were much more helpfull opposite to kiwi. Please avoid those scammers!!!!”

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Posted 1 month ago

“Kiwi’s customer support provided incorrect information which directly caused my husband and me to miss our flight. We were explicitly assured that everything was in order and that we would be notified of any changes. However, at the airport, the tickets issued by Kiwi were declared invalid and we were denied boarding. Although Kiwi later admitted that the issue was caused by their own miscommunication, their follow-up behavior has been unresponsive and unprofessional. I sent countless emails to multiple Kiwi addresses and contacted in-app support, yet no one provided any meaningful help. At one point, I even received a blank email stating “Please provide:” with no further information, and despite replying, I never received any response. The claim that I refused to share booking details is false. I sent Kiwi old tickets with incorrect information as well as new tickets issued by them, which they explicitly instructed me to show at the airport. Airport staff clearly stated that those documents were invalid and that only the actual reservation matters, which resulted in us missing the flight. The tickets were not cheap, the stress and financial loss were significant, and the refund process is still being unjustifiably delayed. This has been an extremely disappointing experience, and we strongly do not recommend booking with Kiwi.”

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Posted 1 month ago

“Stay away from this company the are less honest with people i book fly over the app and wen i coming to mike a payments keep say payment failed then i tru with different bank card then after 2 minutes i get confirmation email from first time wen said payment error and second time i contact them regarding this issue the said cancelled one of them so cancelled and the tell me unfortunately one of you fly not refunded i keep explaining to them it was app error and is not my fault no one help now the want refund €7 out of €213”

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Posted 1 month ago

“I booked a flight with kiwi, everything looked like it was confirmed, i paid the bill all was well. BUT…. When i got to the airport i found out that my flight was not confirmed and was actually on standby and i was required to pay an additional $700 which I wasn’t expecting. Please double check with your actual airline and make sure you are confirmed through them. I’ll never use kiwi.com again”

Helpful Report

Posted 1 month ago

“I booked the wrong time by mistake and contacted them within 5 minutes to cancel or change it. They refused and kept pushing a €30 cancellation fee instead. I had no real option but to keep the ticket. Very frustrating experience. I don’t recommend Kiwi. The usual 24-hour U.S. credit card protection doesn’t apply with them.”

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Posted 1 month ago

“I have never had a more stressful time in my life than with kiwi.com. I bought 4 tickets from Kuala Lumpur to Barcelona and the system made a mistake in my last name. When I saw the mistake 11 days before the flight, I started contacting kiwi.com to correct the mistake, but until the flight, kiwi.com did not take any action, only unconscious responses to my emails. I had to solve the mistake myself. If you do not want this situation to happen to you, do not use it and delete the kiwi.com”

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Posted 1 month ago

“If I could, award 0 Stars, I would. My brother died,I booked A flight back to the UK via KiWi for the funeral - Ibiza-Barcelona with Vueling - Barcelona - Luton with Ryanair. I opted for Kiwi's TRASNSFER INSURANCE given the urgency. I couldn't check in online, called Kiwi, V helpful - explained I needed to Check-in at the airport. Got to the airport - flight overbooked, no seats available - effectively I was on standby. Explained my urgency at the check in desk and at the gate emphasising that I had a connection flight to get me to my destination. I was completely ignored. Called Kiwi.Com -who explained the "terms" of my insurance with them - that I had to agree to cancel my rights to any compensation in order for them to provide a credit TOWARDS a replacement flight. AND - only a contribution that would NOT cover the cost of the flight, even though I had opted for their insurance, would be made. I was left, stranded in the airport at night, with no connecting flights or offer for accommodation and with few options. I was told: accept their conditions - no compensation and pay to secure a flight they COULD NOT guarantee would get me home ( They suggested I take more "connection guarantee insurance!" OR get lost... 5 Hours on the phone with no resolution. I had to watch my brothers funeral on my phone. and no help to get me home or provide, help accommodation, or compensation. Four days later and despite three emails requesting my statutory compensation NO RESPONSE From Kiwi.com and now cannot get through on the phone. AVOID”

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Posted 1 month ago

“Extremely poor handling of a documented carrier failure. Wizz Air officially notified me of a delay until 23:25, yet the aircraft departed at 22:50, making it physically impossible to board despite following all official instructions. Kiwi’s support has failed to acknowledge this 'Common Carrier' misinformation as a valid reason for a refund, forcing me to navigate emergency immigration issues and self-fund new travel. A travel agency must be held accountable when their carriers provide false information that leads to trip disruption.”

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Posted 1 month ago

“The worst. Useless and rude.”

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Posted 1 month ago

“NEVER EVER use kiwi.com! They are completely useless in case of flight schedule disturbances. You will end up paying new flights by yourself. We booked Malaga Helsinki fights with layover in Stockholm. Due to flight delay we were forced to reebook the second leg. However, kiwi.com customer agent wrongly cancelled the first leg of the flight (to provide credits to purchase the second leg). They did not cancel the original second leg flight as was agreed. We were two person travelling and at the time of boarding only one of us was able to get on board and other was denied boarding because the first leg had been cancelled by Kiwi.com and I instead had two flights from Arlanda to Helsinki. Kiwi.com did NOTHING to help to solve this situation and I had to pay for the new flight my self at the airport to take later flight. Unbelievable! And they deny any cost compensation. STAY AWAY!!”

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Posted 1 month ago

“This is the worst company I’ve ever dealt with. They advertise flights as available, but when you try to pay, they suddenly claim the flight is no longer available and push you to pay extra instead. Do not book with this company. Their customer service is a joke—completely unprofessional and incapable of resolving issues.”

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Posted 1 month ago

“AVOID this company. Careless, unreliable and a wholly useless customer service section.”

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Posted 1 month ago

“0 star for kiwi.com Very bad, i would run and never nook with kiwi.com again”

Helpful Report

Posted 1 month ago

“Robotic, inhuman service with absolutely zero communication or commitment to resolving issues productively. Their search engine erroneously yielded a result which was departing at 1 am on the next day instead of the date specified in the search. Support blamed this on some contrived use of UTC time when absolutely ZERO flight tickets are sold on the basis of UTC time. They claimed that no changes could be made due to the fare type, and to request a refund. So I did so. A refund was not possible, yet they straight up cancelled the flight without an ounce of communication to see if I wanted to keep it. Probably ok if you take extreme and meticulous care to check all the fine print. Do NOT trust their systems to get things right. Better to avoid this company at all costs if you have an ounce of self respect and desire for customer satisfaction.”

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Posted 1 month ago

“We have only used kiwi once and will never use them again. My wife and infant daughter booked a flight on kiwi over a month in advance. When we got to the airport, we were informed that my infant did not have a ticket (despite both tickets being purchased and invoiced by kiwi). When we called kiwi to try to resolve this issue last second, they first tried to blame this on us by suggesting that we should have looked at our tickets (they did not send us tickets) and that we should have taken better care when booking them (we booked them correctly, as is evident in the invoice). They said they could resolve the issue in the next 40 minutes, to which I responded that the gate will be locked in less than 40 minutes. The person then rudely hung up the phone on me When we got home, I called them again to deal with the issue. They blamed WestJet for the error. I called WestJet who confirmed that the error was on Kiwi's end. I called Kiwi again and the person said that she'll send a ticket to a different department to investigate and we would hear back in the next few hours. I called them again in a few hours and they said they needed more time. I called again the next morning and again, they needed more time. They told me that I should call in a few hours. I called in a few hours and spoke to an agent (who I believe was genuinely trying to be helpful within the confounds of this awful company). At this point, I have spend many hours on the phone trying to resolve a problem they created. This agent took her time to look at the issue and assisted me in booking another flight for my wife and child. Unfortunately, all the flights that she had suggested had long overnight layovers which would be A) significantly worse than what we had paid for, B) completely unfeasible for travel with a 9 month old baby. I took it upon myself to check their website for better flights and had found one. She assisted me in booking this flight. At this point, I had thanked her for help but was asking if there was anything that could be done to rectify this massive inconvenience. She was sympathetic but had to ask her team. After speaking with her team, she told us that the compensation for their errors was booking the ticket of our choice. Obviously, the ticket of our choice was the flight we had missed due to their mistakes, not the one we had to settle for because they failed to provide the service for which we had paid. Overall an awful experience. Very unreliable company with many (but not all) of their employees being rude and unhelpful.”

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Posted 1 month ago

“Nightmare to deal with. Their customer service is awful”

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Posted 1 month ago

“Left me stranded at an airport after flight diverted, constant lies and have not offered any refund. I had to pay another £1000 to my destination. The worst people:”

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Posted 2 months ago

“This has been my worst experience yet with third-party websites. Kiwi is the absolute worst, with terrible customer service and policies! I can't believe they're still allowed to operate. I booked an international flights through them and I was charged for extra leg room seat by accident. Once I receive the invoice and email confirmation, I noticed that I was charged that fee by accident. I called them immediately to correct that but they were very rude on the phone and kept saying that we cannot change that and kept hanging up on me! They never even did that service on the airline website so they just charged me money for a service I did not choose and they never provided the service, because when I tried to manage my flight on the airline app, the seat was never chosen and they never chose extra leg room seat for me! They are the worst in the industry; don't ever use them and they should not let them operate in the US anymore.”

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Posted 2 months ago

“Early morning on December 23rd I received a notification from Kiwi that two flights that I had booked with them had been cancelled. I immediately went to their app and then there website which confirmed this without explanation . To salvage my trip I immediately booked comparable flights directly with the airline. Then I began a long drawn out communication with Kiwi expecting an immediate and full refund. Instead of accomadating they insisted that I provide screen shots from their app showing the cancelation and proof that I already purchased new tickets. Thus began a fruitless ,time consuming and aggravating 7 days of useless back and forth chat. To figure out what went wrong I looked in my spam folder and found 2 emails from Kiwi stating that I was being refunded for my purchase of seating not the flights themselves. After one week Kiwi responded that they were not responsible and would not refund my tickets. To wrap things up using Kiwi might be alright for finding cheap flights, but expecting prompt ,reliable and communicative help if something goes wrong while traveling would not be worth using this companies services. .”

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Posted 2 months ago

“I had a nightmare experience with Kiwi.com regarding baggage. On December 16th, I tried to add a 20kg bag. Their customer service explicitly told me it was too late to process, confirmed I would NOT be charged, and instructed me to buy the bags directly from the airline (Wizz Air). I followed their advice and paid £170 to Wizz Air immediately. Then, on December 18th (the day of my flight), Kiwi.com ignored their own advice, "processed" the bag anyway, and charged my account without permission. I have written proof from their own agents saying I wouldn't be charged, yet they are now refusing to refund me. They even had the audacity to suggest I shouldn't complain or I might lose my bags for the return flight. This is not just bad service; it is professional negligence and unauthorized billing. Save yourself the money and stress—book directly with the airline.”

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Posted 2 months ago

Kiwi.com is rated 1.2 based on 1,554 reviews