Kiwi.comReviews 2,182

Save yourself the headache and stay far away from Kiwi.com. I booked a flight with them, and when the airline changed the schedule, getting a refund turned into an absolute nightmare.

The airline approved a full refund, but Kiwi refused to pass it all on to me. They insisted on keeping a chunk of it for "service fees." It felt like they were holding my money hostage behind a wall of vague policies and unhelpful customer support.

Pretty sure the EU is trying to ban intermediaries from skimming fees off refunds like this, but Kiwi is actively lobbying against those rules so they can keep doing it. We're currently stuck in a grey zone where they can technically get away with keeping money that legally should be yours. So... in my opinion Kiwi might look cheaper upfront, but if anything goes wrong, you are on your own. They act as a wall between you and the airline, and they will fight tooth and nail to keep your money^^. Do yourself a favor and book directly with the airline folks.

I booked a full itinerary with Kiwi.com from Malta to Colombia and back, paying a total of €2,779.91. My entire trip collapsed after Kiwi.com cancelled essential flight segments two days in a row, leaving me with no way to continue the journey I paid for.

On 13 November, Kiwi.com cancelled the long-haul flight that connected Europe to the Americas. They offered no real alternative and only gave me Kiwi.com Credit. I was forced to buy another ticket myself and spent an additional €231.24, which they later refunded.

On 14 November, they cancelled the booking again. This time there were no available flights matching my itinerary or timing, and again I received zero support.

After removing the refunded amount and the cancelled Rome–New York segment, Kiwi.com still owes me €2,380.22 for services that were never provided. I am now filing a formal complaint with the European Consumer Centre (ECC-Net) and other authorities.

My experience has been stressful, expensive, and unacceptable. If anyone else has gone through similar cancellations, lack of assistance, or financial losses with Kiwi.com, please contact me. I am gathering other affected travellers to prepare a group complaint so more people don't go through this situation.

I booked a ticket through Kiwi. 3 months before departure I got an email that the flight was rescheduled to 5 hours later (mind you this is a one hour flight). So I asked for a refund so I could book somewhere else. Kiwi informed me that the flight could not be refunded. Okay, so then I went straight to the airline, which said that they would refund me. Unfortunately, they refunded to Kiwi's wallet on that airline website. Kiwi refuse to pay out the money for the flight that I booked, and I had to buy a flight from another company to get home. I guess I will never see that money again - just always book through the airline itself. The pennies you are saving are not worth it.

Kiwi.com sells disruption protection but refuses refunds, deletes chat confirmations, and disconnects calls after asking for your booking number. This is not customer support. Travelers deserve honest service, not automated dead ends.

I paid around £330 for my flights through Kiwi.com. The airline later changed the flight schedule, and Kiwi asked me to confirm or request a refund. I requested a refund, but Kiwi only returned about £210 — keeping more than a third of my money for themselves. This is absolutely unacceptable and feels like a scam. The airline (Wizz Air) made the change, not me, so Kiwi has no right to keep any portion of the refund. Their customer service is completely unhelpful — you just get automated replies and no explanation of where your money went. I strongly advise everyone to avoid Kiwi.com at all costs. Book directly with the airline. Kiwi hides behind "service fees" and "refund processing" excuses to take your money. This company should not be trusted.

Review:
On September 13, I paid 3,596,436 KRW for Incheon–Japan–Incheon tickets (Booking Number: *******). Almost two weeks later, I have received nothing. Kiwi.com keeps lying, saying they "requested a refund" from Asiana and Jeju Air, but both airlines confirmed no cancellation request was ever submitted. All I hear is: "Please wait." No proof, no transparency, just endless excuses. When I asked for evidence, they hid behind "internal procedures." This is not customer service—it's fraud. They trick customers by promising refunds within 14 days, then change their story, saying "14 business days excluding weekends." Even now, I've heard nothing and seen no progress. Kiwi.com manipulates and deceives without shame. They steal customers' money and waste their time. This company is the worst of the worst. Do NOT ever book with Kiwi.com unless you want to be scammed.

On September 13, I booked a round-trip ticket from Rome to Sicily and immediately realized I had made an error. I clicked "cancel booking," but the platform failed to process my request. As a result, the airline confirmed the ticket, and I was later instructed to click "request refund." In the end, I only received half of my refund. My booking number is 678 762 282, and the total amount paid was $276. The platform informed me that only $144.86 would be refunded. What's worse, I couldn't even find a way to contact a real customer service representative or obtain an email address for assistance. This platform is nothing short of a scam. I strongly advise everyone to avoid using it for flight bookings.

I booked a flight with Aerolíneas Argentinas through Kiwi.com (PNR: FLNHSF). The airline later changed the departure time from 09:20 AM to 05:20 AM – a substantial and involuntary schedule change. By international regulation (Montreal Convention, ANAC Resolution 1532/98, IATA standards), passengers are entitled to a free rebooking on a reasonable alternative flight or a full refund. Aerolíneas Argentinas confirmed to me in writing that, since Kiwi.com issued the ticket, Kiwi is responsible for handling the rebooking through their agency help desk. Despite this, Kiwi repeatedly refused to rebook me without charging extra (over €500 more), hiding behind their "Saver fare" conditions and claiming it is "not possible". These restrictions may apply to voluntary changes, but they cannot override passenger rights in the case of an airline-imposed schedule change. This is unacceptable and misleading. Kiwi.com not only failed to protect me as a customer, but also deliberately ignored international passenger rights. I will now proceed with a chargeback through my credit card issuer (Amex) and a complaint to ECC-Net.

The true value of a service shows when problems arise… and with Kiwi, there is none.
I bought two tickets for my children traveling alone. At check-in: the airline didn't recognize the booking or the e-tickets.
Three hours before the flight, I contacted support… and that's when the nightmare began: canned replies, being bounced between Kiwi, CitizenPlane, and the airline, no solution, right up to the check-in closure.
Children stranded, no consideration for the human urgency, and the same cold response: "We're waiting".
A service that disappears the moment a real problem happens.

This is a warning to fellow travelers:
I made a booking on Kiwi.com and requested a refund before they even confirmed my ticket. They still refused, citing airline policy. Timeline:
23:16 – Payment done
23:35 – Refund request submitted
23:51 – Booking confirmation sent According to Kiwi.com's Terms, my request qualifies as a pre-booking cancellation. Still, no refund. No transparency. No proof provided.
Checking online, I found many others with similar complaints – non-refundable excuses, poor communication, and no accountability.
If you value transparency and fairness, book directly with airlines or a reputable agency. --------------------------------------------------------------------------------------------------------------------------------------------------------------------- Email Evidence of My Dispute with Kiwi.com
This screenshot shows my email history with Kiwi.com regarding my refund request. Jan 12,2025 – Booking confirmed (Reservation No. *******) and payment completed.
Jan 12,2025 – Request for cancellation and refund submitted.
Jan 12,2025 – Refund dispute opened. Jun 18,2025 – No refund issued after more than 5 months; Kiwi.com still refused to return my money, citing their own "Terms & Conditions." This proves that despite my prompt cancellation request, Kiwi.com delayed and denied my refund without providing clear evidence or transparency.

I booked flights on Kiwi.com after selecting Australia as my region, fully expecting prices to be displayed and charged in Australian Dollars (AUD). However, without clear notification, the site processed my payment in USD—costing me approximately $1,500 AUD more than expected. Despite providing screenshots and clear evidence that the currency display was misleading, Kiwi.com refused to take responsibility. They dismissed my concerns, blamed me for not selecting the currency correctly, and offered no refund or resolution. This conduct is deceptive and breaches the Australian Consumer Law. Their customer service has been unhelpful, unprofessional, and entirely unwilling to assist. I am now taking legal action. I strongly warn others: double-check the currency before booking and prepare for poor support if anything goes wrong. I would never use Kiwi.com again.

When we booked the tickets, the price was confirmed and paid. You can't ask for more money afterward — that's misleading. It means your prices are not real — just shown lower to attract bookings, then you request additional payment later, like many other unreliable sites. This is not a fair or honest business practice.

I had a terrible experience with Kiwi.com. They told me my flights were canceled by the airlines, and based on that false information, I didn't board flights I had already paid for — flights that in reality operated as scheduled. I confirmed this cancellation claim with their agents via chat and phone before requesting a refund. Later, I found out the flights were never canceled and Kiwi admitted their mistake. Still, they refuse to issue a full refund and instead offered useless credits. After several back-and-forth messages, they simply stopped replying altogether. I've now been ignored for weeks. Do not trust this company. They make serious errors and take no responsibility.

I cancelled my flight (Booking ID: *******) just 2 hours after booking, but Kiwi.com refused to issue any refund. Their support gave template replies and completely ignored EU consumer protections. No responsibility, no help. I've raised the issue with ECC Europe, DGCA India, and I'm tagging Kiwi's CEO publicly. If you care about your time and money, DO NOT book anything through Kiwi.com.

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

Booked a roundtrip from Dallas to San Diego via Kiwi.com. I was denied boarding by Spirit Airlines despite being at the gate well before the cutoff. Spirit later acknowledged the issue and issued me flight credit, admitting fault. But Kiwi.com refused to refund the trip — claiming it was a "voluntary cancellation" and trying to charge a €30 cancellation fee on top. Customer service was unhelpful and robotic, constantly hiding behind vague "carrier policies" while refusing to take responsibility as the booking platform. They sent generic refund-denial emails, even when I provided proof of the airline's compensation. If your flight gets disrupted, Kiwi will leave you hanging. No support. No accountability. Never booking through them again.

On February 16,2025, I purchased air tickets through Kiwi for a total amount of £1,103.05. After completing the purchase, I discovered that the tickets did not include any luggage allowance. I paid an additional €209.04 for luggage, but Kiwi later informed me that they were unable to book luggage for all segments of the trip. After days of trying to resolve the issue, it became clear that no human support was available — only automated bots that repeatedly sent irrelevant and unhelpful responses. Given the complexity of my trip, I grew concerned about the lack of real support and decided to cancel the tickets, requesting a refund for both the tickets and the luggage. After several more days of waiting, I received a response from Kiwi's bot stating that the tickets were non-refundable and that only the luggage fee could be refunded. This shocking news arrived after I had already purchased the same tickets directly from the airline to secure my travel plans. Arguing with Kiwi's bot was pointless — it is clearly programmed to protect Kiwi's interests and wear down customers with endless, repetitive replies. Up to this day, I have not received any refund, not even for the luggage. More than two months have passed. Kiwi claims they issued the refund for luggage, but they cannot provide any legitimate bank confirmation or initiate an investigation. Instead, they send a so-called "proof of payment," a meaningless piece of paper that banks do not recognize — clearly a fake document. Every attempt to reach a real person at Kiwi failed. Their UK phone number simply puts you on hold for 15–20 minutes until you are forced to hang up — and considering it's an international call, it becomes extremely expensive. All in all, this has been an expensive lesson: never ever use ticket aggregators. Their prices may look attractive at first glance, but do not be fooled — in the end, they will cheat you. My mission is to warn as many people as possible: stay away from Kiwi, the cheaters. Let's spread this message widely to protect others from falling into the same trap.

What a terrible company to deal with. I booked flights to take me to America for 2 weeks. I didnt realise that the flights didn't include luggage. I contacted KIWI Travel to be told that I cant take any luggage with me and would not help in anyway. They would not provide me with any reference numbers for me to contact the airlines direct to add luggage They told me to cancel my flights with them and rebook at a cost of loosening all my money. It took me days to eventually persuade the different airlines to allow me luggage on my flights. Kiwi travel were completely unhelpful and point blank refused any help or compassion. A DISGRACEFUL COMPANY.

Kiwi.com operates in a way that is not entirely ethical.

I purchased two tickets through them from Vancouver to Los Angeles on April 6,2024, and faced significant inconveniences when I was unable to receive the expected discount on baggage fees, and my assigned seats were far apart. I only realized these issues when it was too late to make any changes.

After I raised my concerns, a Kiwi.com representative contacted me and asked me to remove my negative review. As compensation, they provided me with a $50 promo code for future bookings with Kiwi.com. I agreed to delete my review on the condition that my rights as a customer would not be violated again.

Later, I purchased two more tickets for February 16,2025, from Ft. Lauderdale to Vancouver using their service, expecting to apply the $50 discount they had given me. Their help page states:

How do I use my promo code?

Select a trip and start booking.
Click "Redeem a promo code" on the last step of the booking before you pay. You'll find it above the payment box.
A new field will appear. Enter your code there and apply it.
You should see a success message and the discounted price. You can now pay the difference (if there's any) and complete your booking.
However, in reality, there is no such "Redeem a promo code" link on their website before purchasing. The option only appears after the tickets have already been bought.

I wasted my time trying to apply the promo code when purchasing my February 16 tickets. I wasted even more time today, February 26, trying to use my discount.

What kind of service is this that steals my time and causes unnecessary stress?

I booked two flights, and when the long-awaited day arrived—bam—I discovered that they had scheduled my flight for a month later (apparently, they can do whatever they want). To top it off, they canceled my flight and offered no possibility for a change or refund. They simply threw my money away.