Kiwi Reviews

Tamara 2025.11.19

     

CHARGING MORE THAN NECESSARY. VERY VERY VERY BAD VERY VERY VERY BAD. TERRIBLE SERVICE, AND CHARGING MORE THAN NECESSARY. THEY CHARGED ME FOR A SERVICE CALLED DISRUPTION PLAN, WHICH IS COMPLETELY UNNECESSARY. THEY INCLUDE IT WITHOUT YOU NOTICING, AND YOU HAVE TO REMOVE IT, AND IF YOU DON'T NOTICE, THEY CHARGE YOU AND THEN YOU CAN'T DO ANYTHING ABOUT IT. SHAMEFUL

Date of experience: 30 October, 2025

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Jory Styles 2025.11.12

     

Terrible customer service DO NOT USE THIS COMPANY - I am filing this public complaint and escalating my request for an immediate, full refund. A Kiwi.com customer service agent provided me with dangerously incorrect information that directly resulted in me incurring significant, unnecessary financial loss by being forced to book alternate flights.

Date of experience: 10 November, 2025

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SK Park 2025.10.10

     

14hrs delayed flight. NO refud. Because Kiwi.com did NOT transmit my refund request to the Airlines. I submitted a timely refund request to Kiwi.com. But Kiwi.com failed to transmit it to Vietravel Airlines. Consequently, the airline has been rejecting my claim on the grounds that they had received no request from Kiwi.com. So I have been asking Kiwi.com a simple question. "Did you transmit my timely request to Vietravle Airlines?" "Send me the documentation that proves Kiwi.com successfully transmitted my refund request to the Vietravel Airlines." They are completely ignoring my clear, simple question, and is engaging in deliberate stonewalling by ignoring my demand for transmission proof over my separate attempts and sending only meaningless, copy-pasted replies. The eight Kiwi.com agents I have dealt with so far have all provided contradictory statements, proving a complete lack of internal coherence. This pattern of evasion is a clear attempt to exhaust the customer and avoid acknowledging their liability and gross negligence. I have now been forced to escalate this case to the European Consumer Centre (ECC) and the Australian Competition and Consumer Commission (ACCC).

Date of experience: 10 September, 2025

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Vlada Styles 2025.10.02

     

Unresolved 24-Hour Flight Delay – Kiwi.com Refusing to Help Title: Unresolved 24-Hour Flight Delay – Kiwi.com Refusing to Help Dear Kiwi.com Support Team, My name is Vlada Bartenieva, and I am writing about my booking with Kiwi.com for a round-trip flight from Calgary (YYC) to Cancun (CUN) with one additional passenger. The outbound flight was originally scheduled for November 19, 2025, but WestJet, the operating airline, shifted the departure to November 20, 2025, resulting in a 24-hour delay. This is clearly a major disruption under Canada’s Air Passenger Protection Regulations (APPR), which require either a suitable rebooking or a full refund. I contacted Kiwi.com support multiple times (through various agents) and was told: • I had to either accept the change, contact WestJet directly, or pay extra for Kiwi to assist. • Because I didn’t buy Kiwi’s “disruption service,” I wasn’t eligible for basic protections. • Any refund or rebooking via Kiwi would cost an extra €30 per traveler per flight. WestJet informed me directly that Kiwi.com, as the booking agent, is responsible for handling such disruptions at no cost to the passenger. They confirmed that for changes of more than 181 minutes (this was 24 hours), Kiwi must either rebook us or process a full refund. I provided Kiwi.com with screenshots of WestJet’s policies and even shared an alternative flight option I found through Kiwi.com that would resolve the issue. Despite this, Kiwi.com refused to act. I escalated on Instagram but was told again that the 24-hour change does not “count as major,” which contradicts Canadian law and WestJet’s own policies. When I requested a refund, I was told I could cancel myself through the app. However, every attempt failed due to an error. Kiwi.com agents then told me to reinstall the app, try private mode, and use different browsers. Nothing worked—even the agent who tried to cancel the booking on my behalf failed. He assured me a request was sent to the support team, but it has now been a week with no response. Meanwhile, ticket prices for the same flights are increasing daily, making it impossible to secure an alternative at the original cost. No passenger should be forced to pay extra due to an airline schedule change that is outside their control. This entire experience has been exhausting, misleading, and deeply unprofessional. Kiwi.com is refusing to uphold either WestJet’s policies or Canada’s passenger rights law, and they are making a straightforward rebooking/refund process impossible. I urge Kiwi.com to immediately to provide a full refund to the original form of payment. Until then, I cannot recommend Kiwi.com to anyone.

Date of experience: 01 October, 2025

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Olesia Muzyka 2025.09.20

     

Kiwi.com left us stranded – beware of their “Guarantee” Kiwi.com left me and my daughter stranded in Milan. Their “Guarantee” was useless: alternatives came 28 hours late (all sold out), refund wasn’t enough for even one ticket, and they never refunded 931 CAD for a canceled booking. I had to buy new tickets for $1,678 USD out of pocket. After 22 hours of chat support, their apology was a €5 promo code. Avoid at all costs.

Date of experience: 21 August, 2025

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Nattawan Siripongpreeda 2025.09.19

     

Do NOT use Kiwi.com – they leave you stranded with no help. Do NOT use Kiwi.com – they leave you stranded with no help. I booked my Wizz Air flight from London Gatwick to Istanbul (12 Sept 2025) through Kiwi.com. The original departure was 21:50, but at 16:00 Kiwi.com told me it was delayed to 00:40. Based on that, I arrived at the airport at 22:40 — a full 2 hours before the “new” time. When I got there, I discovered security and immigration had already closed at 21:30, so I was denied access. The flight eventually left at 01:05, but I was stranded outside with at least five other passengers. Kiwi.com never once warned me about the security closure, and all their messages just said “your flight is delayed” and “check-in times remain the same” — despite me already checking in online. What makes this worse is that passengers who booked directly with Wizz Air got proper communication, updates, and even vouchers or refreshments. I got nothing. No warning, no support, no voucher, not even the ability to speak to the airline. Kiwi.com books using their own email and phone number, so the airline refused to talk to me as the actual passenger. When I asked Kiwi.com for those details so I could claim compensation, they refused and just told me my flight was “non-refundable.” This completely ignores EU/UK law, which clearly entitles passengers to compensation for overnight delays of more than 3 hours. Kiwi.com blocks customers from their rights, cuts you off from the airline, and disappears when things go wrong. Please don’t download this app or book with Kiwi.com. If you book directly with the airline, you’ll at least get information, help, and some protection. With Kiwi.com, you get nothing.

Date of experience: 12 September, 2025

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Grieche 2025.09.18

     

Nie wieder Kiwi.com – Finger weg! Ich habe am 26.08.2025 über Kiwi.com einen Flug für 206,04 € gebucht. Das Geld wurde sofort abgebucht, aber ich habe nie eine Buchungsbestätigung oder ein Ticket erhalten. Mehrfache E-Mails an den Kundenservice blieben unbeantwortet. Erst durch einen Chargeback über meine Bank (Revolut) habe ich mein Geld zurückerhalten – von Kiwi selbst kam bis heute keine Hilfe. Das Verhalten ist in meinen Augen unseriös und kundenfeindlich. Wer hier bucht, riskiert sein Geld und sehr viel Stress. Mein Fazit: ❌ Schlechter Kundenservice ❌ Keine Erreichbarkeit ❌ Rückzahlung nur über Bankstreitfall ➡️ Ich werde Kiwi.com nie wieder nutzen und kann nur dringend abraten.

Date of experience: 28 August, 2025

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E. 2025.09.15

     

Good base price, scam on the extras The prices they offer are initially good, then they charge exactly double the costs of all extras (booking of a seat, extra luggage, etc). I was able to bypass them and managed to book the extras directly with the airline, thereby saving 50% of the costs they were going to charge me. I understand they will charge you for the service, but a 100% charge is a scam. Customer service, of course, is basically nonexistent as everything is done through the AI: should one have any serious problem or complaint, I don't even want to think of the hell one should go through...

Date of experience: 15 September, 2025

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Mandeep kaur 2025.09.08

     

Fraud app We booked the whole family ticket from this shit site and airline did major changes in the flight time. I had call to customer care she said we will refund you back once we received from airline. After 10 days airline refund it back and they reply me our fees is 93 euro for each ticket and we deduct that money from your refund. So please book the ticket direct from airline or another app. Dnt use this app as this is fraud app.

Date of experience: 01 September, 2025

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Ицхак 2025.09.05

     

company hasn't paid for ticket for 3 months. Tel Aviv ZSZCA2 and Paris flight cancelled, company hasn't paid for ticket for 3 months. Constant excuses. Employees feed promises.

Date of experience: 17 August, 2025

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Sandy Marwick 2025.08.19

     

Kiwi.com is a ripoff Kiwi.com is a rip off Kiwi.com is a rip off. They always show up with the cheapest fares in a search, but it’s totally misleading. Important things like baggage aren’t included or even made clear, and by the time you add what you actually need, you end up paying way more than the price you first saw. It’s a bait-and-switch. You’re better off booking direct with the airline — at least you know what you’re paying for.

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Akam Ako 2025.08.16

     

Scammer Go away from this scammer they take your money and never answer

Date of experience: 05 June, 2025

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Elyes 2025.08.14

     

No service when it really matters 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.

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Sahar Barati 2025.08.12

     

Plz don’t buy tickets from them!!!! They take my money 487€ euro and send me 15.12€ refund. Never kiwi.com no answer no personal just a virtual assistant never again

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Juan Castillo 2025.07.27

     

❌ I do not recommend booking with Kiwi.com ❌ I do not recommend booking with Kiwi.com I purchased a round-trip flight from Buenos Aires to Toronto, operated by Arajet, directly through Kiwi.com, for a total of $2,296.28 USD. When the airline canceled the return flight, I discovered that Kiwi had arbitrarily split the purchase into two separate bookings, each made with different one-time-use virtual credit cards, without clearly disclosing this during the booking process. As a result, Kiwi.com refused to refund the $822.28 USD for the outbound leg, even though the trip lost all purpose after the return was canceled. They falsely claimed that I "voluntarily canceled" part of the itinerary — which I absolutely did not. 📩 I contacted Kiwi’s support team multiple times and even wrote directly to their CEO, Oliver Dlouhý. I received no response whatsoever. 🛑 Arajet (the airline) confirmed in writing that Kiwi.com made two separate transactions, proving that this was not an airline decision, but a booking practice used by Kiwi to process flights as split reservations — while presenting it to the customer as a round-trip. ⚠️ While Kiwi.com may appear cheaper at first glance, their lack of transparency, use of virtual cards, and unwillingness to take responsibility when things go wrong make it a high-risk and unreliable platform. 👉 I strongly advise against booking with Kiwi.com, especially for international or multi-leg trips. What seems like a good deal can quickly turn into a financial loss with no accountability.

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Jalil Abdollahi 2025.07.25

     

Do NOT trust kiwi.com Do NOT trust kiwi.com – they are holding my money without justification. I provided official proof of refund clearly showing that the airline (AJet) has already transferred the full refund to kiwi.com. It has been over a month, and I am still waiting for my money, which amounts to €3,000. Every time I contact customer service, I wait 15 minutes only to hear the same excuse: "We have sent your ticket to the finance department." But no one ever gets back to me. After several follow-ups, all I get is: "Please contact the airline," which makes no sense – the airline has already refunded the full amount. Kiwi.com is simply passing the responsibility and wasting my time. This company is unreliable and dishonest, and I strongly advise everyone NOT to book any tickets with kiwi.com. I am in the process of submitting all documents and financial proof to the German police and legal authorities. What kiwi.com is doing is effectively stealing my money.

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Nadine Mia 2025.07.24

     

Terrible Experience – Never Again with Kiwi! This was one of the worst travel experiences I’ve ever had. I noticed that my name was entered incorrectly and immediately tried to get it changed – but no one helped me. I spent hours in customer service queues, talked to multiple agents, and still got absolutely nowhere. In the end, I had to book a completely new (and very expensive) flight out of my own pocket. To make things worse, Kiwi books flights using a different email address, so I couldn’t access my booking directly with the airline. They refused to give me the email they used, which meant I couldn’t make any changes myself. It was a complete nightmare. I would never recommend using Kiwi to anyone. The lack of support, transparency, and flexibility was shocking. Avoid them at all costs!

Date of experience: 22 July, 2025

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Delsa Gh 2025.07.19

     

Taking advantage of people at the time of crisis I paid $1,850 for a trip to Iran through Kiwi.com. Due to the war, the trip was cancelled — obviously beyond my control. Yet Kiwi.com only refunded $1,640 and kept $210 without giving a clear explanation. When I contacted them to ask why, their response wasn’t helpful — in fact, it turned defensive and borderline threatening. Instead of supporting travelers during a crisis, they took advantage of the situation. It’s unacceptable to penalize customers for something they had no control over. Kiwi.com clearly prioritizes profit over basic decency and responsibility. I would strongly advise others to think twice before booking with them — especially for trips that could be affected by global events.

Date of experience: 01 July, 2025

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sanaz Razi 2025.07.12

     

Run away from Kiwi Terrible experience – Feels like a complete scam! We booked tickets on Kiwi.com for a family trip. The payment went through, but only some of the tickets were confirmed. For the others, we suddenly received an email saying we had to pay more money to get the confirmation – even though the original booking was already paid for! When we refused to pay the extra amount, they said the money would be refunded after several business days. So basically, we’re left with no tickets and no money for now. On top of that, we were unable to log into our accounts, and customer support is either unresponsive or sends copy-paste replies that don’t help at all. This feels like a deliberate trick to take your money first, then make things as complicated as possible to get it back. 💸 I strongly do not recommend using Kiwi.com. Use only trusted and well-known travel sites. This company’s behavior raises serious red flags for fraud.

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Mohammad Adiban 2025.06.26

     

Horrible service. They steal your money! Horrible service. They deliberately waste people’s time to exhaust them and prevent them from following up on their requests, all while stealing money. During the Israel-Iran conflict, when flights were widely canceled and Pegasus refunded all money to Kiwi.com, this company gave nothing but inconsistent, irrelevant excuses to avoid returning the full amount. Instead, they treated the flight cancellation as a routine issue and refunded only 10% of the original cost. They are outright liars and thieves.

Date of experience: 20 June, 2025

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