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	Own Driver, Courier
Average Delivery Time	Next Day
On-time Delivery	Greater than 46%
Accurate And Undamaged Orders	Greater than 51%
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

“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”

Helpful Report

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

“From other reviews I had read I was taking a big risk booking with Kiwi.com Contrary to all the negative reviews, my bookings and travel were seamless and couldn't have been easier or better. Maybe I got lucky, 😁 but I can only tell it as it was”

Helpful Report

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!!”

Helpful Report

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

“Danke. Für Check in. Und ihren Service”

Helpful Report

Posted 1 month ago

“The main customer service number for kiwi.com in the USA is 1-855-730-0773. Their support team is available 24/7, ready to assist with a wide range of inquiries. Whether you have questions about kiwi's services, policies, or fees, or need help with hotel, flight, rental car, or vacation package reservations, they're just a call away. This number can also be used for booking changes or cancellations, as well as addressing issues like flight delays, cancellations, or disruptions. If you're dealing with overbooked accommodations or need special requests related to seating or accessibility, the customer service team is there to help with those too.”

Helpful Report

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

“Easy and smooth booking! Like this platform as I book there multiple times and i didn’t have any problems!”

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.”

Helpful Report

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.”

Helpful Report

Posted 1 month ago

“Good service excellent on time on date information into the costumers”

Helpful Report

Posted 1 month ago

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

Helpful Report

Posted 1 month ago

“The main customer service phone number for kiwi.com in the United States is 1-855-730-0773. Their support team is available 24/7, ready to assist with a wide range of inquiries. Whether you have questions about kiwi's services, policies, or fees, or need help with hotel, flight, rental car, or vacation package reservations, they're just a call away. This number can also be used for booking changes or cancellations, as well as addressing issues like flight delays, cancellations, or disruptions. If you're dealing with overbooked accommodations or need special requests related to seating or accessibility, the customer service team is there to help with those too.”

Helpful Report

Posted 2 months ago

“Awesome experience”

Helpful Report

Posted 2 months 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

“I live the option of choosing random destinations and the prices that can be easiky compared. Idk, the layout keeps me loyal to kiwi for the last many many years :)”

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Posted 2 months ago

“I live the option of choosing random destinations and the prices that can be easiky compared. Idk, the layout keeps me loyal to kiwi for the last many many years :)”

Helpful Report

Posted 2 months ago

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