Kiwi.com Reviews

Name: Kiwi.com
Rating: 1.08

1.1 Rating 1,462 Reviews

2 %

of reviewers recommend Kiwi.com

Company Reviews

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Metrics

1.1

Based on 1,462 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 53%
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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Formal Complaint and Urgent Refund Request Due to Medical Emergency and Lack of Support I am writing to formally raise a serious complaint and demand immediate attention to my case. I booked a total of 12 flights through your platform for myself and my family. Due to a severe and life-threatening accident, I underwent emergency spinal surgery and was unconscious and hospitalized for several weeks. Consequently, not only was I unable to travel, but my entire family also canceled their trips — and to this day, not a single euro has been refunded to us. Let me be absolutely clear: I was in critical condition, with no physical ability to access my account or manage any cancellations. Nobody else had access to my Kiwi account, and I was left completely helpless in a hospital bed. Flight 1 – Rome to Copenhagen Booking Number: 640225212 | Amount: €88 This flight was booked by another person on my behalf using their own Kiwi account. I was unable to board the flight due to the accident, which occurred less than 48 hours before departure. A standard refund request was submitted — instead of the medically justified refund that was rightfully due to me. Unsurprisingly, no refund has been issued, and no further communication has been received. Flight 2 – Helsinki to Rome Booking Number: 640548425 | Amount: €167 This flight was booked directly through my own account. During the entire period I was unconscious, my friends and family tried desperately and repeatedly to contact Kiwi.com and the airline to cancel the booking due to medical emergency. Kiwi support’s only response was that all requests must be made via the app — a completely unreasonable and absurd expectation from a person in a hospital bed, barely clinging to life. To make matters worse, the airline made it clear that since the booking and payment were handled by Kiwi, the responsibility for any refund lies with you. You failed to act, and I was left with no recourse despite having clear medical documentation and multiple contact attempts on record. Supporting Documentation I have gathered all necessary documentation, including: • Medical certificates • Hospitalization records • Screenshots and email chains of all attempts to contact Kiwi and the airline • Flight bookings and traveler information These are ready for immediate submission. My Demand This situation is not only unacceptable — it’s deeply unethical. I have been a paying customer in a medical emergency, met with complete silence and refusal to help from Kiwi. I now demand a full or partial refund for these flights based on the severity of my case and the company’s clear failure to provide support. I am an international student without private travel insurance, recovering from a serious operation with limited resources. Kiwi’s refusal to act with even basic decency during this crisis has caused enormous emotional and financial distress. If this matter is not resolved promptly, I will be forced to escalate it through consumer protection authorities, social media platforms, and public travel forums. Others deserve to know how Kiwi treats customers in times of genuine need.”

Helpful Report

Posted 6 months ago

“If you don't want to lose your money, don't use this Kiwi airline. I bought a flight with flight protection in case of any mishap, and when I told them I wouldn't be able to make the flight on time due to an incident, they told me they weren't responsible for that. And why would I pay for travel protection if it's useless? I'm not giving it a 0 rating because I can't.”

Helpful Report

Posted 6 months ago

“Não me enviaram os números de reserva para fazer o checkin e com isso tive de pagar 250€ desnecessários. Mais adianto que por causa dessa situação tive de viajar em família com lugares separados.”

Helpful Report

Posted 6 months ago

“Avoid at all cost. Promised us a refund from the airline that canceled our return flight when we booked an alternative flight home. 6 months later no refund. They are asking for a written confirmation that refund was promised at the time of booking which we obviously don’t have, since it was verbal assurance.”

Helpful Report

Posted 6 months ago

“SCAM, avoid! They wont ti refund, do not use Kiwi.”

Helpful Report

Posted 6 months ago

“I have to accept the refund amount before knowing the actual amount! So if there are any problems with the flight, like in my case, one flight got cancelled, Kiwi will not do absolutely anything to assist you. Now I'm left with a return ticket, and if I choose a refund, I cannot know how much of the ticket price will be refunded. I will only know when I'll receive the refund and if it's only 10 euros, I just have to take it because once you hit the refund button there's no way back. On the other hand if I would've went directly to the flying company I had the option to see how much of it would have been refunded before accepting it, I would've had the option to change the flight to another destination, to take company credit and so on. So people, if you want to have any kind of control in situations like these, DO NOT USE KIWI.COM”

Helpful Report

Posted 6 months ago

“Kiwi.com end up changing my flight back and wanting to charge me an extra $113 for a flight they end up changing time and date for my flight back. I was so frustrated. What ever money they try to save me I end up pay way more money to find a flight back. I wish I have red the reviews on this company before I bought my airline ticket from them. Not to mention their customer service is the worse service.”

Helpful Report

Posted 7 months ago

“KIWI IS A NO INTEGRITY AGENT BY SCAMING ITS CUSTOMERS EVERYDAY!”

Helpful Report

Posted 7 months ago

“Bad they did not refund me for 3 flights caused by their error”

Helpful Report

Posted 7 months ago

“After I thought that the relationship with kiwi.com would get back on track, I purchased another flight with kiwi credit plus the difference on my credit card. After making the payment, I went ahead and booked my hotel. A few hours later I receive an email from kiwi that the price has changed and I have to pay another 250 euros. Now with the hotel paid for, they are forcing me to pay another 250 euros for something that I have already confirmed and paid for. I also checked with the airline and their price has not changed at all. As for customer service, I will say nothing more because they did not help me at all, just like last time. I will not recommend them anymore and after using up the kiwi credit, which is actually all my money from the first interaction with kiwi, I will stop being their customer. I am sorry!”

Helpful Report

Posted 7 months ago

“Avoid Kiwi.com – Hidden Fees and Misleading Practices At first glance, the site seems efficient—but don’t be fooled. Kiwi.com applies a 30% markup on baggage fees, which I only discovered after booking. They also sneakily added a €25 per person charge for a so-called “connection protection” service I never requested. The worst part? For a flight with DAT airlines, they charged €52 per person for checked baggage—even though all DAT fare classes already include baggage in the ticket price. This kind of pricing manipulation is unacceptable. It’s clear that Kiwi profits through hidden charges and shady strategies. Always compare prices directly with the official airline websites. For a simple Pantelleria–Milan flight, I ended up paying about €100 more per person than I would have by booking directly with the airline. Customer service? Useless. Each time I contacted them, they gave a different excuse and never addressed the actual issue. Stay away from this company.”

Helpful Report

Posted 7 months ago

“I booked a multi-leg journey through Kiwi.com and believed I had premium Disruption Protection—the kind that’s supposed to cover changes outside the traveller’s control, like flight cancellations or schedule changes. When one of the carriers changed my connecting flight, I expected Kiwi.com to resolve this. To my surprise, I found out I would be completely out of pocket and had to pay to rebook a new flight so I’d make my connection. I spoke with multiple agents and even escalated to a manager, explaining the situation. I was told that I only had Disruption Protection and not Premium protection—something I don’t recall ever being offered clearly during the booking process as a necessary add-on. Despite the circumstances, no one was able to waive the fees or offer a proper solution. The responses were inflexible - they said I could get a refund but it might not be the whole amount. I said I needed the flight and this wasn’t an option. What’s most frustrating is the disconnect between what Kiwi.com advertises and the reality. I had disruption protection, but apparently this still meant I had to pay for something out of my control when the carrier changed the flight time. I’m asking Kiwi.com to do the right thing and issue a credit or refund for the extra costs I incurred due to an airline change outside my control. Until then, I strongly advise other travellers to be extremely cautious when booking through Kiwi.com—especially when it comes to their so-called “protection” plans.”

Helpful Report

Posted 7 months ago

“There’s no option to give a 0-star rating — otherwise, I would have given that. Worst experience ever, full of fake promises. Before my flight, I confirmed with a Kiwi agent regarding the baggage allowance. They assured me that 15kg of checked-in baggage was included. However, when I arrived at the airport, the check-in counter rejected my baggage, stating that no baggage allowance was included with the ticket. I had to rush around and eventually ended up paying for 15kg of baggage at the airport to board the flight. Sorry to say, but this service is not trustworthy.”

Helpful Report

Posted 7 months ago

“I booked Wizz Air flights through Kiwi.com. The flights were canceled by the airline due to safety concerns. Wizz Air informed passengers who booked directly — but Kiwi never notified me about the outbound cancellation, and only informed me about the return flight after the flight date had passed! Despite both flights being canceled, Kiwi offered a refund request only through their system, and only if I agreed to pay €60 in service fees, with no guarantee of receiving a full refund. This has happened to me before — and in that case, I received only a partial refund, even though passengers who booked directly with Wizz Air were fully refunded. Customer service is almost nonexistent, and responses are automated and unhelpful. Kiwi refuses to take responsibility and shifts the burden entirely to the customer. Avoid Kiwi.com — it's worth booking directly with the airline for peace of mind and real support.”

Helpful Report

Posted 7 months ago

“Terrible customer service on a recent booking. Wasted a-lot of our time, lots of promises and nothing done. Awful. Such a shame as we used to use Kiwi a-lot and had found them terrific many years ago.”

Helpful Report

Posted 8 months ago

“Avoid booking via Kiwi - I do not recommend this platform! I booked a flight via Kiwi, paid and got a confirmation. In the middle of the night I was informed by email that due to technical issues the flight couldn't be booked and that I have the option to be refunded via creditcard (chosen payment-method) or with Kiwi-vouchers, however it was not possible to choose the first option in the form shared. When I was informed that I got refunded with Kiwi-vouchers I contacted the Customer-centre and they asked me to proof that it was not possible to choose that option otherwise they couldn't do anything and they apologized for technical issues. It is obvious that I can't proof a technical issue from their side, thus I am stuck with their voucher. In the conversation with the customer-service they aknowledged the "failure/technical issue" from their side, and were sorry for my frustration yet still nothing that could be done.”

Helpful Report

Posted 8 months ago

“I made a booking with them and when I cancelled they didn't want to give me a refund, when I tried to contact them they didn't take me seriously, it's not reliable and you can look for yourself, I'm not the only one and that's actually a shame.”

Helpful Report

Posted 8 months ago

“Worst customer service ever! No one wants to help you, not proactive. Never book woth this company, you’re taking big risks!!”

Helpful Report

Posted 8 months ago

“One of our three flights on the way home was changed on 2 days after we booked the trip to a day earlier (which shouldn’t even be possible) but that meant we couldn’t make our long haul connecting flight and threw out the entire journey. Instead of allowing us to change our flights to all link up for free, we were forced to pay $300+ for a flight that didn’t link up and had to subsequently miss the wedding recovery day we had travelled for, lose a nights accommodation of our holiday, as well as pay for Ubers and another nights accommodation in Melbourne - costing us nearly $1,000. When we called we were given no help other than “check the website for options”. On top of that, two of the three flights we had on the way home we weren’t even seated next to each other, and there was only two of us! I will never ever book with Kiwi.com again, and I will be telling everyone I know not to as well.”

Helpful Report

Posted 8 months ago

“DO NOT BOOK via kiwi.com! - although cheap and easy to use, they will do absolutely nothing for you in the event of flight cancellations. My international flight got cancelled (and thus refunded); however, kiwi.com did nothing for my connecting flight. They provided an option to change the flight; however, it costed $$$, much more than normal prices. I asked for a refund on that flight and kiwi.com did nothing - even after I contacted the flight carrier directly asking for a refund. They insisted they could not do anything (as it was booked via a third party) and that kiwi.com could contact them on my behalf. However, kiwi.com did nothing. Customer service will do anything to prevent a refund. Avoid at all costs.”

Helpful Report

Posted 8 months ago

Kiwi.com is rated 1.1 based on 1,462 reviews