Kiwi.com Reviews

Name: Kiwi.com
Rating: 1.06

1.1 Rating 1,427 Reviews

1 %

of reviewers recommend Kiwi.com

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Metrics

1.1

Based on 1,427 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Courier
Average Delivery Time	Over A Month
On-time Delivery	Greater than 13%
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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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

“Do not risk getting a very bad travel experience, with additional costs and being left stranded at airports! Hard to get in contact with. Slow with providing accurate flight details. Flight booking errors. Baggage requirement errors. When a complaint is lodged, you are asked for more and more proof, and even with more than ample proof, they decline responsibility.”

Helpful Report

Posted 1 month ago

“At the time of booking, baggage was selected and presented as checked-in luggage (for the aircraft hold). However, in reality, it turned out to be cabin baggage, not hold baggage. As a result, I was forced to pay a high additional fee at the airport for proper checked baggage, on top of the payment I had already made to Kiwi for baggage that I was ultimately unable to use. This feels like a deceptive practice—misleading customers through confusing or unclear terminology in order to charge more. I will never book through Kiwi again, and I strongly advise others not to use Kiwi either, as the system misleads customers and causes unnecessary financial loss.”

Helpful Report

Posted 1 month ago

“I have evidence concerning Kiwi.com's ongoing deceptive and unfair business practices. Documented complaints about this issue have persisted for a period of no less than eight years. It appears that the company has intentionally omitted the "middle" name field from its booking process to compel consumers to incur unnecessary service fees. This practice appears designed to generate financial gain by exploiting a foreseeable omission, constituting a deceptive trade practice. I have the following photos, chats, email: A photograph showing the absence of the "middle" name field on the booking interface A chat documenting the €139.95 fee charged to me, the consumer, in contrast to the airline’s actual cost of $20. Based on these figures, the company appears to profit by more than €120 per transaction under this scheme.”

Kiwi.com 1 star review on 26th September 2025

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Posted 2 months ago

“I will never use Kiwi.com again. My booking was stuck in “processing” for hours, even though the website promised fast confirmation. I had hotels to arrange and needed clarity, but instead I was left in limbo with no confirmed itinerary. Customer support was appalling: I was bounced between multiple agents who repeated the same scripted responses without ever addressing my actual questions. I repeatedly asked to raise a complaint — no one acknowledged it until much later, and even then I was told to “go find the steps myself” on their website. One agent even dismissed my frustration by saying, “We never force anyone to book on our website. You chose to use our service of your own free will.” — completely unprofessional. To make things worse, the chat contradicted itself: I was told one flight was confirmed, yet my booking still showed as “processing.” No straight answers, no ownership, and no accountability. In the end, Kiwi delayed my trip, wasted my time, and made a simple flight booking incredibly stressful. Booking directly with the airline would have taken seconds. Instead, I was trapped in Kiwi’s broken system and stonewalled by unhelpful agents. Avoid Kiwi.com at all costs. Their so-called “service” is slow, confusing, and dismissive.”

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Posted 2 months ago

“We cancelled a flight a month before it departed. We asked for the refund of airport taxes which we are entitled to. More than a month and a half later we are still waiting. The inoperance of kiwi is blatant. Second time this happens, not buying again here.”

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Posted 2 months ago

“I booked jet2 tickets via kiwi. I tried to access and check in via jet2 as instructed, but they have to approve access of booking to my email manually. I have now been waiting for 10 minutes in the support line with no response. CAN SOMEONE EXPLAIN TO ME WHAT'S THE BENEFIT IN USING KIWI? JOKE!!”

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Posted 2 months ago

“My experience with Kiwi.com – proceed with caution Everything seems fine with Kiwi.com — as long as your trip goes as planned. The real issues begin when your flight is changed or canceled by the airline. At that point, getting clear and accurate information from Kiwi.com becomes extremely difficult. You’re left in the dark about your options, and worse, you risk receiving NO REFUND AT ALL. If you choose any of the alternative flights offered by Kiwi.com, you’ll be charged as if it’s a brand-new booking, without ANY REFUND for your original, canceled flight. This crucial detail isn't communicated upfront. I only found out after a long, confusing exchange with customer support, followed by a vague chatbot message. They also tell you to request a refund directly from the airline, but in most cases, that’s not possible because you’re not the actual owner of the booking—the airline redirects you back to Kiwi.com. Bottom line: It’s safer to avoid booking through Kiwi.com. While you might find cheap flights, it’s far better to book directly through the airline. If you do decide to use Kiwi.com, be extremely cautious—especially if your travel plans change. Watch out for additional charges and unclear policies.”

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Posted 2 months ago

“Basically a scam. Tiny sign that says you can’t take hand luggage. We booked a flight coming back 8 days later across Europe. No hand luggage needs to be in letters. Requested a refund and was offered 92 € of 500 € booking.”

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Posted 2 months ago

“AVOID AT ALL COSTS!”

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Posted 2 months ago

“I’ve made a refund request after my transit flight was cancelled , by then after a lot of efforts calling and E-mailing Kiwi.com .I’ve got nothing at all , not picking up my phone calls and I’ve got only automated replies on their costumer service . (No Refund) the ticket price was about 288€ Just small piece of advice , Do not Ever book with Kiwi.com , there are Plenty of options out there . Have a good day”

Kiwi.com 1 star review on 27th August 2025

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Posted 3 months ago

“I cancelled the ticket containing 2 flights in less than 12 hours of purchase hoping I could get something back. I waited for a response which came after the flight took place with a negative response blaming the airlines. I'm sorry I didn't read the comments about them and didn't contact the airlines directly because I had a better chance of getting something back.I later bought the ticket again with a new date and even though they appeared to me as a first option, being cheaper with them, I avoided them and that's what I will do from now on.”

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Posted 3 months ago

“Overbooking. No place on the plane for my and my family on our way back.”

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Posted 3 months ago

“The worst booking company, they mentioned they will contact the airline to refund my ticket, then they mentioned the airline "Turkish Airline" refunsed the refund, I contacted Turkish airlines and they sent me official email that they didn;t refuse the refund, and they processes the refund, but then Kiwi.com used another execuses as other way to lie as usual, and they said my ticket non-refundable, so first they cheated then when I shared Turkish airlines confirmation about refund they found another way as fraudelent”

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Posted 3 months ago

“Kiwi.com is a rip off. They always show up with the cheapest fares in a search, but it’s totally misleading. Important things like baggage aren’t included or even made clear, and by the time you add what you actually need, you end up paying way more than the price you first saw. It’s a bait-and-switch. You’re better off booking direct with the airline — at least you know what you’re paying for.”

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Posted 3 months ago

“Vor einigen Monaten habe ich Flüge für mehrere Personen auf Kiwi gebucht, da mir die Seite bei Google Flights vorgeschlagen wurde. Nach bereits wenigen Tagen wurde ein Teil der Reise grundlos storniert und Kiwi hat mir zugesichert, dass ich mein Geld zurück bekommen… Jetzt, einige Monate und ungefähr 15 Telefonate später, wurden ca. 900€ von 1450€ zurückerstattet. In den Anrufen wurde mir immer nur gesagt, dass ich noch weiter abwarten soll und das restliche Geld noch erstattet wird. Seit ca. 3 Monaten hat sich allerdings, trotz etlicher Anrufe, nichts mehr getan. GANZ KLARE WARNUNG: Trotz der Empfehlung von KIWI auf Google Flights rate ich dringend davon ab, hier eine Reise zu buchen!!! Die positiven Bewertungen kann ich mir nicht erklären. Das Unternehmen handelt eindeutig betrügerisch und der Telefonservice ist absolut inkompetent! Die Rückerstattung ist extrem undurchsichtig und überhaupt nicht nachvollziehbar! AUF KEINEN FALL ÜBER KIWI BUCHEN!!!”

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Posted 3 months ago

“Booked itinerary and was quickly informed that one leg was canceled. I requested a refund and they partially refunded and kept $900. I looked up the canceled flight and I see that isn't canceled at all. This is theft. They have stolen $900 of my money. Please avoid”

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Posted 3 months ago

“Terrible experience with Kiwi.com — customer left stranded, no compensation I had a booking with Kiwi.com (reservation #660998261) which was unexpectedly canceled at the last moment. While I eventually received a refund, the delay and poor handling of the situation left me with no viable alternative. Due to Kiwi’s lack of support and late communication, I was unable to rebook the same flight — the new ticket price had already increased to €400, compared to the original €230 I paid. And their assistant confirmed that ticket I bought. As a result, I had to cancel my trip at all. I reached out to Kiwi asking for compensation for this clear loss and emotional stress — but received only robotic responses, citing their “policies” with no empathy or solution. This was not a simple inconvenience — it was a missed opportunity, wasted time, emotional stress, and a complete disregard for the customer. ⚠️ Be very cautious when booking with Kiwi.com. If something goes wrong, you will be left on your own. They hide behind fine print and templates, instead of providing real service. I’m now pursuing other channels — legal and public — to make sure this doesn’t happen to others.”

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Posted 3 months ago

“I canceled a long-haul flight from Vienna to Los Angeles through Kiwi.com and was told a refund would be issued. It took them over three years to do anything — and when they finally did, they refunded less than €30, not to my original payment method, but as site credit that expires in 3 months. That’s not a refund — that’s a sales tactic. They only mentioned a monetary refund was possible after I contacted them again, and even then gave no explanation about how they calculated the amount. Three years of waiting for this? The communication was vague, customer service was slow, and the whole experience felt deliberately evasive. If you ever need to cancel or get support, Kiwi.com will leave you hanging. I’ll never book with them again.”

Kiwi.com 1 star review on 1st August 2025

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Posted 3 months ago

“Booked a flight but then can’t find the reference number they use to the airline itself. So I’m wondering if they really booked my flight coz I can’t even get a refund. No explanations given why the airline can’t give me a refund even though my flight is 4 months away”

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Posted 4 months ago

“Terrible Experience – Never Again with Kiwi! This was one of the worst travel experiences I’ve ever had. I noticed that my name was entered incorrectly and immediately tried to get it changed – but no one helped me. I spent hours in customer service queues, talked to multiple agents, and still got absolutely nowhere. In the end, I had to book a completely new (and very expensive) flight out of my own pocket. To make things worse, Kiwi books flights using a different email address, so I couldn’t access my booking directly with the airline. They refused to give me the email they used, which meant I couldn’t make any changes myself. It was a complete nightmare. I would never recommend using Kiwi to anyone. The lack of support, transparency, and flexibility was shocking. Avoid them at all costs!”

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Posted 4 months ago

Kiwi.com is rated 1.1 based on 1,427 reviews