Kiwi.comReviews 2,172

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!

Booked ticket with them, after 5 hours of booking i wanted to change date they said i cant but i can cancel ticket amd rebook.
I told them as far as i dont lose money i will cancel since im still in 24hrs window. They said you are in good hand but we don't cancel your flight over the phone i have to do it through kiwi app. Which i did.
I paid $1170 for my fight and refund me $58 only. I called them many times all they saying sorry sorry sorry but we cant help you.
Bunch of these stupid indians work there and calling themselves mike, jayson etc

Booked Air Asia through Kiwi.com (did not know at the time). Flight time changed from 15:00 to 08:00 on the same date but instead change my itinerary with the new time they asked $204 Euro for the change or go to Kuala Lumper instead of Singapore from Kota Kinabalu. But if you make a new booking there are no different from original price. Asked for a refund but they only provide credit for future use. Do not book with this air line!

Do not use them. My flight was cancelled and they didn't let me know, so I didn't find out until I reached the airport, and then was forced to buy a last-minute ticket with another airline to be able to make my connection. They refused to refund anything.

Their internet security sucks. Some was able to create an account with my email, without even completing the profile. Then booked 10 tickets in one day payed with my creditcard.
Total Fraude!
The worst thing is that the helpdesk did nothing! They said the tickets were booked and payed, no cancellation is possible without a payment according their policy.
I never booked a flight with them, but now never ever will do that and I advice everybody to stay away from this fraude company!

I booked a flight and Kiwi.com wasn't able to book it because of some technical issue. There were 2 tickets left so I couldn't wait for them to proceed risking my plans. So I canceled my reservation and asked for a refund. They game me some of the "credits" instead and refuse to give my money back.
Horrible service, do not recommend at all. Looks like a scam.

I used kiwi.com to make flight bookings and unfortunately only one added bag appeared on the ticket. It took several days to get in touch to request another bag. The link went to junk mail in the weekend when I had no service. When I found the link it offered me a free upgrade I assume due to the price of the ticket being the same as the 2nd ticket purchased. It had expired however and the next link I was charged exorbitantly for another bag.
I have another flight to cancel and unfortunately they are offering a pittance of a refund when they have over a months notice. I'm still trying to negotiate with them but have had no reply for over a week. Very difficult to get a response!

The flight was cancelled. The airline refunded immidiatelly. Kiwi decided they deserve to keep most of the money. Took me 7 month of playing hide and seek with them to get a refund they received right away from the airlines, and this is only 455 out 1000 euros. No guarantee they offered had helped - this all is in small letters in the conract. Dont trust their insurance either, even if they show that they refund up to 2000 euros - a lie. This is only for medical cancellation. Stay away from them.

I do not recommend this company, scammers and thieves. Our flight was canceled, leaving us stranded and without any option to return home. The only thing they offered was a flight 4x more expensive than the previous one and they told us to pay extra! Telephone service very rude, offering no help!