Kiwi.comReviews 2,182

This platform is horrible. I booked a flight to Indonesia, and Kiwi.com gave me just 1 hour for a self-transfer, meaning I had to check out and recheck in—already cutting it too close. But things got even worse when they rescheduled my flights, leaving me with literally zero transfer time (landing and taking off at the same exact time—12:30).

When I reached out for help, they offered me a pathetic €50 credit, even though my ticket cost €260. And when I asked for a cash refund, they insisted on charging me €30 per flight—I had four flights, meaning they wanted to take €120 from me for their mistake.

This company is an absolute scam. They set you up with impossible itineraries, refuse to take responsibility, and make it impossible to get a fair refund. Save yourself the headache—NEVER book with Kiwi.com!

On a $3000 flight we were charged $297 to lock this price in for three days unknowing that this was a charge, not a deposit. They still wanted the full flight fare upon booking. No where on the booking page did it disclose this.

I recently booked a flight with Kiwi.com and had a very frustrating experience. While the booking process seemed smooth, I was unable to check in online with the airline (Wizz Air Malta) despite multiple attempts using the provided PNR. When I arrived at the airport, the airline staff informed me that I had to pay a €50 airport check-in fee. They also mentioned that such issues are common with Kiwi.com bookings.

I reached out to Kiwi.com customer support to request reimbursement for this unexpected expense, but they deflected responsibility, claiming the issue was with the airline. Despite my explanation and evidence, Kiwi.com refused to provide any compensation or meaningful assistance.

As a customer, I trusted Kiwi.com to facilitate my travel, but their lack of accountability and poor communication with the airline left me feeling disappointed. I will not be using Kiwi.com again and would recommend booking directly with airlines to avoid such complications.

I had bought flights with vendors like Expedia, FlightHub in the past, but with Kiwi, in my view it was the worst experience. My itinerary had 3 flights and there was originally enough time between them, but one of the airlines changed a flight time and airport, and there was no way I could change airport and get to my next flight on time. I called the airline and they confirmed that since it was a business decision from the airline, and not a change for circumstances out of their control, Kiwi had to call them and reject the change on my behalf and refund me or provide a realistic itinerary, but after several weeks of messaging with Kiwi they were not going to do anything.

This is what they wrote,
1) 55 min minimum connection time is calculated from the time of arrival to the time of take-off. ==> so the plane taxi time, and the time from the gate shut to flight actually takes off isn't included, they're playing words here.
2) Unfortunately, if the airline did not refund as a result of their delay, we cannot offer any refund/compensation from our end, since you refund policy states that we are entirely dependent on the carrier's policy when it comes to refunds. ==> beware this is deflecting issues, so which means it's not their problem but airline company's problem.
3) 55 minutes is the MCT needed for a passenger who is travelling without checked baggage at Edinburgh airport ==> the baggage option is way after you've confirmed the flight option, so this is a massive lie from kiwi.com,
4) For each airport, we have internal information on how much time is needed for the passenger to connect to the next flight. ==> this answer was to a question about where they got that 55mins connecting time would be enough for people to change from one flight to the other, they couldn't give a satisfactory answer but kept repeating themselves, it's a joke.

Overall the experience with Kiwi.com is poor, please avoid if you can.

I am deeply frustrated with my experience with Kiwi.com. It has now been 60 days—two full months—since my flight was cancelled, and I am still waiting for a resolution. Despite repeatedly reaching out, the company continues to delay my refund with no clear explanation or timeline.

To be clear, I paid Kiwi.com directly, not the airline, and it is the company's responsibility to resolve this issue. The flight cancellation was initiated by the airline, not by me, and yet I am left in limbo, with no accountability from Kiwi.com. I have received no firm answers on when or if I'll get my refund, and the lack of communication throughout this process has been nothing short of appalling.

I understand that the airline may be involved, but Kiwi.com should be handling this on my behalf and ensuring my refund is processed. I do not expect a voucher or partial refund, but the full amount I paid. At this point, I feel as though I am being completely disregarded as a customer.

I sincerely hope this review will get someone's attention, as I am now considering taking further action if this issue is not resolved immediately.

Summary: Unacceptable delays, poor communication, and lack of accountability. I will not be using Kiwi.com in the future and strongly advise others to think twice before booking with them.

Don't use KIWI
Don't use KIWI, you will regret itI took out Flight disturbance with KIWI costing $947 and when I went to use it KIWIs atrocious customer service kicked in. Firstly claimed I didn't have the insurance. Then claimed that I actually flew on the flight in Question. Will never use KIWI again and advise everyone else not to. The worst customer service imaginable. They lie, they distort facts. They do not honour their purchases. Pay a little bit more and deal with reputable travel agent. Pay a little more but you will have peace of mind. When you book with KIWI you cannot then deal with Carriers direct and you the. Get bogged down in pre mentioned atrocious customer service. Good luck trying to call someone.TRAVELLER BEWARE

I recently had an awful experience with Kiwi.com, and I feel compelled to share my story so others don't fall into the same trap.

I booked a flight through Kiwi.com using their "Saver" option. Unfortunately, I made a mistake and selected the wrong month for the same date I intended. Realizing this just 30 minutes after booking, I immediately contacted Kiwi.com to request a cancellation. Typically, airlines allow cancellations within the same day with minimal charges, so I assumed this would be a straightforward process.

To make matters worse, I even confirmed with the airline that they would have canceled the booking with very minor fees had I booked directly with them. However, since the booking was made through Kiwi.com, the airline couldn't assist me directly.

When I reached out to Kiwi.com, I was shocked by their response. Despite contacting them within 30 minutes of my booking to request the cancellation, Kiwi.com flatly denied my request. They refused to refund my money or even offer any reasonable solution. Their rigid and heartless customer service insisted that the entire amount would be lost. It felt like they were deliberately keeping my money without any intention of helping.

This is how Kiwi.com cheats passengers — they take your money and show zero flexibility or willingness to help, even when mistakes are reported immediately. They hide behind their so-called "policies" while pocketing your money and leaving you stranded.

Beware of Kiwi.com! Their business practices are completely unfair and dishonest. If you value your time, money, and peace of mind, do not book through Kiwi.com. They are only interested in keeping your money, even when a simple error could be resolved with minimal charges.

I will never use Kiwi.com again, and I urge others to stay far away. Don't let them scam you as they did me!

Most scamm, uncompetent, thieve... company. I strongly dont recommend also it must be legally prosecuted and banned for for scamm and cheat.

I recently had my first and last experience with Kiwi.com, and it has been nothing short of a nightmare over the past 10 days.

Kiwi.com has built a bad reputation for unethical practices, and after what I've been through, I can confirm those claims are true. Despite numerous warnings from major media and consumer organizations about their awful refund policies, they continue to evade accountability and create victims.

I was scammed out of USD $11,350 by Kiwi.com, and I feel it's important to share my story to warn others.

Flight Itinerary: Las Vegas - San Francisco – Incheon
Airlines: Frontier Airlines – Air Premia
Ticket Booking Date: September 21
Ticket Cancellation Date: September 22
Booking Number: A8W6GQ

I canceled my flight within 24 hours of booking but only received a measly $210 refund for baggage fees from Frontier Airlines.

As for Air Premia, all they say is "wait." It's been over 10 days without a resolution, and Kiwi.com is passing the buck to Air Premia, claiming the airline decides when refunds are issued.

I reached out to Air Premia, and their policy is clear: if you cancel within 24 hours, you're entitled to a full refund with no penalties. I've flown with them several times and know this policy well.

This entire experience has left me stressed and unable to eat or sleep properly. If you're considering booking with Kiwi.com, please take the time to read the negative reviews and think twice. It's simply not worth the hassle or financial loss!

Do not use this website - they take your money, confirm the booking and then 12 hours before flight dept email you to say the booking (NOT FLIGHT) is cancelled. I booked a two leg journey, received the confirmation and boarding pass to have then the booking from Kiwi.com cancelled (not the airline) 12 hours before dept. The issue was I had already taken a separate flight to pick up these kiwi.com booking. It is impossible IMPOSSIBLE to speak to anyone online or on the phone. I spent 1000s at the airport for a last minute ticket, and asked for some form of financial compensation (even Kiwi.com credit) - and was offered 50 EURO (as I have been a long-standing and loyal customer). I DO NOT RECOMMEND WHATSOEVER. Use Opodo.com - loads better. Shame on you Kiwi.com

I strongly advise against using Kiwi. The airline canceled one of my flights, and Kiwi has been a nightmare to deal with. They refused to refund my second connecting flight, and I've been stuck in a frustrating loop of back-and-forth communication for over a month with no resolution. Eventually, they told me to handle the refund directly with the airline, even though they were eager to act as the middleman when it came to taking my money. Avoid this company at all costs—it's truly terrible.

Refused to refund a flight bought on the wrong date and cancelled immediately. Terrible customer service - told me a supervisor will get back to me and never heard from them again. Don't fall for the cheap price - cheap is expensive!

Step way and don't use kiwi.com unless you want to be robbed and left in the cold.

This Kiwi.com is terrible! Booking through them will make your travel experience like unworthy! I booked two Kiwi.com booking numbers for my family of 6 people from the U.S. for our vacation in Dubai, Singapore, Chiang Mai and Bangkok, Thailand from 6-25-2024 to 7-11-2024. We had a terrible experience with Kiwi.com during this trip. Their customer services representatives were terrible with no common sense, no knowledge of self-transfer and immigration, allow too little time for transfer, left their customers in the cold overseas, only interested in their customers' money. And operated like robots and inhuman. When customers have medical problems prior to the date of travel, are stuck overseas, either for medical reasons or missing their flights due to immigration, Kiwi.com only was only interested in their customers' purchasing of new plane tickets overseas where the price was too astronomical. I will never buy future tickets with Kiwi.com again. For existing bookings, if you want to cancel them due to medical problems with doctor's order that prohibited to travel, Kiwi.com only offers an ultimatum: 1) cancel the entire trip for all parties in the same booking and Kiwi.com would return only 20 euros even though you spent close to $15,000 for the plane tickets and then rebook a new booking a day before travelling with Kiwi.com or 2) proceed with the same original itinerary, even though some of the members were not able to travel due to the doctor's order. Kiwi.com does not care. This Kiwi.com is a scam. Their headquarter is located in the Czech Republic and does not care about the logistics of their customers' well-being when travelling. All that Kiwi.com wants to do is for their customers to buy new tickets with them while overseas, to make money and to squeeze every dollar out of your pocket. When Kiwi.com gets your money, you will never see another cent refunding back to you even though we purchased AXA Plus Travel insurance offered by Kiwi.com with the premiums paid by us to Kiwi.com. I will never book future plane tickets with Kiwi.com and I will never recommend Kiwi.com to anybody for future overseas travels. Please think twice before you purchase a ticket with Kiwi.com. I will rate Kiwi.com as a 0 if the scale allows it! This is a terrible travel agency that I have dealt with in my entire life!

On 8/15/2024 we booked a flight from Tokyo to Portland after our original flight with another airline was cancelled. Little did we know the flight that Kiwi booked for us had already been delayed, yet they were completely okay with and willing to book the flight anyways and take over $2,700 for this flight. After our flight got delayed to the next day that Kiwi booked, we were no longer able to make the connecting flight in Hawaii, so we attempted to contact Kiwi and have them help us change the flight so we could make the connection. Instead of helping us change the connecting flight, they refused to help us and asked us to pay even more money to change the connecting flight, even though the original flight had already been delayed for several hours, yet they booked it anyways. Then they refuse to help us rebook and leave us stranded in either Tokyo or Hawaii, or pay them more money to fix the problem they created! They didn't even know the flight was delayed until we tried to check in and got told it had been delayed, only for them to continue to refuse helping us. After spending hours on the phone with people who refused to help us, we ended up requesting a refund in their app, only to be told it would take up to 14 days for us to possibly receive a refund if the airlines saw fit. The airlines were willing to help us change the flights, but were unable to because we booked with Kiwi, which was clearly a huge mistake on our end. Once a supervisor finally called us back, they also refused to help, and basically said the same thing the agents we spent hours on the phone with did. They made this entire process so much more stressful and took all of the money we had to use in Tokyo to survive, basically leaving us with no where to stay, and giving us no alternative option to get out of Tokyo. We asked them to refund us or change the flight and the answer was always the same. It is disgusting that they treat their 'customers' like this and they need investigated.

ABSOLUTE SCAM! DON'T EVER BOOK WITH KIWI!
I booked a connecting flight with Kiwi from El Nido to Ho Chi Minh City with a stopover in Manila. Unfortunately, the first flight got postponed 5 hours, so I was forced to book a new flight for the first part to not loose my second flight. They didn't give me any option to get refunded for the first flight. The only options were: Cancel the whole trip or book a new flight on your own. Kiwi doesn't do ANYTHING for you to help! After I booked my new first flight, I contacted the airline myself and after a few weeks, I got the written confirmation that they had refunded my money back to the travel agency Kiwi (unfortunately). But Kiwi denies having received any refund from the airline, thus refuses to refund me, although they clearly have my money in their possession according to the airline itself! This is so criminal, I can't believe it! We have to sue them. Apparently they do this all the time, it's a planned scam! Please report them in your country. I have. This scam must stop!

Complete scam, I have booked a flight and need to change it 5 minutes after the book, the flight got canceled and they robbed me 2700 USD. No adequate support to speak with either.

I was trying to reschedule my flying dates 5 minutes after the booking was made. I have followed the steps for this process on the website, however, the process is seriously misleading. The company policy is to refund $10 for a $2,700.00 booking, it is an unfair policy and misleading policy. I have called the support immediately and they have told me that they can't do anything. They said that are going to schedule a supervisor callback. I have scheduled this supervisor call 5 times and never received a call from them. I have repeatedly asked for simply to recognize a credit for this amount paid to either reinstate my original booking or book a new. They have refused to do this. At the end the are getting a 2,700 profit at zero cost, and without providing any service.

IF YOU ARE NOT AN EXPERIENCE LAWYER DO NOT BOOK ANYTHING WITH THIS COMPANY!

I trying to made the flight ticket through kiwi.com. But I'm not able to pay. So I went to GoGATE.com and made the reservation. After few hours I checked my account they deducted money from my account. It's absolutely scam business.

Travelers should avoid booking with Kiwi.com if refunds for cancelled flights matter to you. I have been waiting for four months even after providing multiple emails from the aiine that they had already communicated with Kiwi to refund me based on the airline's cancellation.
Another flight was cancelled immediately after it was confirmed and I had to go through the refund procedure and waiting game to get the money back for that one too.
Apparently Kiwi.com is just not interested in customer satisfaction!
TRAVELERS BEWARE!