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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“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 5 hours ago

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

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Posted 1 day 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 4 days 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.”

Helpful Report

Posted 1 week 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 1 week 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 weeks ago

“There is a customer phone number, but it is automated, and you are given only two options. If you have a question or concern, you will not be able to speak with a customer service representative.”

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Posted 2 weeks ago

“Do not use this website's services, don't repeat my mistake... Dou to family reasons, I had to cancel my flight to Prague. The problem was resolved quickly. Next day I called kiwi.com to cancel my cancellation. But they told me it was to late. But I knew that wasn't true. As a result, I lost my tickets and received no refund for them. I definitely don't recommend it!”

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Posted 2 weeks ago

“Bonus for cancelled flights are a scam . You wont be able to use it , Never . There is no answer or help by kiwi , try another page or app but take care with this thieves”

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Posted 2 weeks ago

“KIWI.COM LYING ABOUT THEIR DISRUPTION PROTECTION! DO NOT USE THEM! AVOID KIWI.COM! THEY ARE UNPROFESSIONAL! THEY ARE LYERS! I booked trip with them with 3 connection flights, using different airlines and counting on Kiwi.com disruption protection. Turned out kiwi.com just LYIERS! When Air arabica refused to let me on my connection flight, in UAE, for really strange reason, I contacted Kiwi.com's customer service to use disruption protection asking to get refund/or find alternative flights according to their terms. I was missing 2 connection flight after that. I WAS TOLD IT IS MY PROBLEM AND I CAN FIND NEW WAY TO GO "IN MY OWN DISCRETION". Not only they did NOT help me with new arrangements as they supposed to, they also give bad advice to ask airlines for refund directly within 10 month which RUIN MY CHANSES TO GET REFUNDS FROM AIRLINS - that needed to be done withing 24 hours! Everything documented, evidence saved. Extra expenses I acquired because of that is much higher then entire original trip. AVOID KIWI.COM! THEY ARE UNPROFESSIONAL! THEY ARE LYERS!”

Kiwi.com 1 star review on 23rd December 2025

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Posted 3 weeks ago

“Reisen var dårlig planlagt og i praksis umulig å gjennomføre. Vi var booket med Norse Atlantic fra Bangkok til Oslo. Flyet fra Manila landet kl. 14:20. Norse tilbyr kun mobil innsjekk 4–2 timer før avreise, noe som åpenbart ikke er mulig mens man er i luften. Ved ankomst Bangkok måtte vi gjennom immigrasjon og fylle ut e-visum for å komme til Norse-skranken og hente boarding pass. Dette tok for lang tid. Da vi kom frem til skranken, var innsjekk stengt. Vi fikk kontakt med gaten per telefon, men fikk beskjed om at uten boarding pass får man ikke adgang til internasjonalt område og dermed ikke til gaten. Det betyr at det aldri fantes en reell mulighet til å rekke dette flyet – til tross for gyldig billett og korrekt gateinformasjon. Henvendelse til Kiwi resulterte kun i beskjed om at de ikke dekker forsinkelser. Ingen reell hjelp eller oppfølging. Oppsummert: dårlig planlagt reise, mangelfull kundeservice og fravær av ansvar. Vi kommer ikke til å bruke dem igjen.”

Helpful Report

Posted 3 weeks ago

“Fraud system. Their system does not have proper validations, They booked separate tickets. In Duabi, they simply denied the transit visa as these tickets are not connected. International self transfer with Immigration, Re-check in bags takes longer time and their system proposed 3Hour layover time.”

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Posted 3 weeks ago

“They are a bunch of scammers I ordered a flight to Madrid and they booked me a wrong date and than when I asked for a refund they gave me 150 euros and the tickets cost 900 euros”

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Posted 3 weeks ago

“The tickets don’t even come on my app it’s shows me the same thing all the time”

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Posted 3 weeks ago

“They are crooks. After weather flight was cancelled due to incident weather, they offered no restitution for my refund. The peg you in a corner with an offer of kiwi credits which I don’t need or care to have as I don’t fly often. After pleading with there customer service to send me monetary funds back, they refused to do so and said the problem was final. I would tell you to stay away from the crooked vultures. Brutal compassion, empathy or desire to please the customer. Stay away”

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Posted 3 weeks ago

“I had a very disappointing experience with Kiwi.com due to misleading information during booking and the complete lack of effective customer support. While booking my flights, the Kiwi.com website clearly showed that checked-in baggage was included when I selected the “show flights with checked baggage” option. This information directly influenced my decision to book. However, after payment and ticket issuance, the confirmed ticket showed that checked-in baggage was NOT included. I contacted Kiwi.com within 24 hours of booking to resolve this issue, but I was unable to reach a human agent. I only received automated, generic responses, while the system warned that cancelling would incur EUR 30 per passenger per flight in fees. This was unacceptable, as the issue was caused by incorrect information shown during booking, not a change of mind on my part. Later, different customer service agents gave contradictory explanations (layover time, return leg restrictions, internal booking logs), none of which explained why checked baggage was displayed as included before payment and then removed afterward. Kiwi acknowledged a “baggage allowance discrepancy” but still refused to provide a refund or correction. I eventually had to escalate the issue through my bank due to the lack of a fair resolution. I strongly advise travelers to be very cautious when booking through Kiwi.com, especially regarding baggage allowances. Always double-check directly with the airline, as what is shown during booking may not match what you actually receive.”

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Posted 3 weeks ago

“SCAMMER, ASKING MORE PRICE WHEN BOOK FLITHS”

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Posted 4 weeks ago

“Kiwi charged me extra to be able to change my flight and extra to book a seat. When I changed my flight to a day earlier they charged me again to book a seat I had already paid for. I have spent days trying to contact them. They are an AI only response company. When you finally get a phone number it won’t actually allow you to speak to a person until a week before your flight. It just disconnects the call. If booking with kiwi is something you are considering I have some recommendations that will be more enjoyable for you. Perhaps smashing your hand with a hammer or waxing your chest with honey. 0 out of 5 stars.”

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Posted 1 month ago

“Paid extra for seats and luggage on both flights — received nothing and had to pay again at the airport. Kiwi.com refunded only the outbound part and refuses to refund the return trip. Scam-like practices. Official complaint filed.”

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Posted 1 month ago

“Kiwi scammed my refund. Didn't refund my flight cancellation since 2022. Not trustworthy and customer service sucks”

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Posted 1 month ago

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