Kiwi Reviews

Cary Jacobs 2026.07.30

     

**Avoid Kiwi.com at all costs** This was, without question, the worst customer service experience I have ever had. I had two trips to Mindanao, Philippines that I needed to cancel following the declaration of a state of emergency. I contacted Kiwi.com immediately and was repeatedly told by **multiple support agents** that my case would be reviewed by a specialist under Force Majeure. They instructed me to wait, yet they could never provide a timeline. As my travel dates approached, I was also warned that cancelling or allowing the flights to pass could affect the outcome of that very review. I spent **months** waiting. Every time I followed up, I received another delayed response that completely ignored my questions and simply repeated the airline's refund policy. It became obvious that no one was actually reading my messages. Then, after months of being told that my Force Majeure case was under review, Kiwi.com finally admitted something astonishing: **they do not even have a Force Majeure review process.** Think about that. For months, multiple human representatives assured me that a specialist was reviewing my Force Majeure case, instructed me to wait for that review, and repeatedly refused to provide a timeline. Then Kiwi.com claimed that no such process exists and blamed it on a "miscommunication" with their virtual assistant, despite the fact that it was their own human agents making these representations. When I filed a formal complaint about this contradiction, they never addressed it. Instead, after weeks of silence, they simply closed the case with an automated message stating that my refund request was finalized, completely ignoring the substance of my complaint. This wasn't just a denied refund. It was months of misinformation, contradictory statements, endless delays, and a complete refusal to take responsibility for their own customer service. I have never encountered a company so unwilling to answer straightforward questions or acknowledge its own mistakes. I will never use Kiwi.com again, and I strongly recommend that others book directly with the airline instead.
Date of experience: 29 July, 2026

Useful Report

Tim Hendricks 2026.05.31

     

1 star because 0 cannot be selected 1 star because 0 cannot be selected. Absolute scam, buyer beware. I booked a flight kiwi.com. During booking I was asked to provide full details (Full name, identification number, id expiry, etc.). Then I get an email in the middle of the night saying they need my full details (the ones I had just provided during booking), followed by an email that I can no longer be checked in because they did not get my details on time, all of this is happening overnight with no window for me to provide information. I tried checking myself in for the first leg, and the charges where over 60USD per passenger (similar to typical charges for this flight on a new booking). In addition, the checkin could not be completed on the airline payment page, which was showing some error about not being eligable for a discount (I fly regularly with this airline, never had an issue paying when booking directly) This is an absolutely abysmal experience. At time of writing I do not know if I will be able to board the flight, and when reaching out to their support I was informed that this is my own fault, they will not be helping me and that I, and I quote: "should still be able to check in at the airport, but extra charges may apply." Do not book services via this website.
Date of experience: 31 May, 2026

Useful Report

Curt Gabrielson 2026.04.28

     

Surprise fee, no fault of my own, no refund After buying a ticket through Kiwi.com, I was asked at check in to pay for a checked bag I'd already paid for. Having no way around it, I paid again it, and then spent hours trying to get Kiwi to refund that extra fee. Kiwi refused to believe I had paid it, saying the receipt was not explicit, even though it had the baggage code on it. Kiwi did not seek to resolve he issue with the airline, and sent me to do that. The airline did not respond either. Kiwi confirmed that I had done nothing wrong, and yet refused to pursue the matter further, say sorry I had to pay that fee and thanks for bringing it to their attention. I'm not even sure I was ever dealing with humans, and it was somewhat sickening to be apologized to by AI, with the problem not being resolved. Kiwi said they were just following company policy. I'm still out 90 Euro thorough no fault of my own. There's a serious lack of professionalism and ethics in this company - be careful.
Date of experience: 15 April, 2026

Useful Report

Ivan S 2026.04.12

     

Avoid them Kiwi has good idea of facilitating trip planning and complicated connections to save money. But they fail to deliver on risk management of such travels. As soon as things will go wrong as for example flight delay, you are on your own. They give little money back, provide terrible advice up to fake flights that never existed. You will loose money and nerves with them in case flight is not going as planned. I will not use them anymore.
Date of experience: 12 April, 2026

Useful Report

Xiena 2026.03.17

     

Do not book with Kiwi! SCAM SCAM SCAM Do not book with Kiwi! The support is crap with your only contact through the chat bot and the platform has to be refreshed multiple times before it even captures your requests. There are no humans at the end of the lines with only ineffective chat bots designed to make you go crazy. DO NOT BOOK WITH KIWI - CRAP CRAP CRAP
Date of experience: 17 March, 2026

Useful (1) Report

heidi koljonen 2026.01.20

     

Never EVER use kiwi.com they take no reponsibility NEVER EVER use kiwi.com! They are completely useless in case of flight schedule disturbances. You will end up paying new flights by yourself. We booked Malaga Helsinki fights with layover in Stockholm. Due to flight delay we were forced to reebook the second leg. However, kiwi.com customer agent wrongly cancelled the first leg of the flight (to provide credits to purchase the second leg). They did not cancel the original second leg flight as was agreed. We were two person travelling and at the time of boarding only one of us was able to get on board and other was denied boarding because the first leg had been cancelled by Kiwi.com and I instead had two flights from Arlanda to Helsinki. Kiwi.com did NOTHING to help to solve this situation and I had to pay for the new flight my self at the airport to take later flight. Unbelievable! And they deny any cost compensation. STAY AWAY!!
Date of experience: 27 December, 2025

Useful (1) Report

Jini 2026.01.14

     

My Experience with Kiwi.com /Do Not Recommend I booked a flight through Kiwi.com, and shortly after the booking, well within 24 hours, my travel plans changed. I immediately contacted Kiwi.com to request a cancellation and refund. At that time, I was told I needed to wait up to two weeks for the refund to be processed. I waited. Two weeks passed. No refund. No progress. I called multiple times. Every time, the answer was the same, Please wait No clear explanation, no timeline, no action. I then contacted the airline directly, and they confirmed My ticket is still confirmed and active No cancellation or refund has been processed Any cancellation,refund must be handled by Kiwi.com, not the airline In other words, Kiwi.com has done nothing while continuing to delay, avoid responsibility, and keep my money. At this point, this is not just poor customer service. This feels like intentional delay and avoidance. I have lost all trust in this company and will never use Kiwi.com again. I am sharing this so that others around the world are aware and can avoid the same experience. Consumers deserve transparency, accountability, and action none of which I have received from Kiwi.com. I am prepared to continue sharing this experience publicly and through consumer protection channels until this matter is resolved.
Date of experience: 27 December, 2025

Useful (1) Report

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

Useful Report

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

Useful Report

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

Useful Report

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

Useful (1) Report

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

Useful (1) Report

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

Useful (1) Report

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

Useful Report

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

Useful Report

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

Useful Report

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

Useful Report

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.

Useful (1) Report

Akam Ako 2025.08.16

     

Scammer Go away from this scammer they take your money and never answer
Date of experience: 05 June, 2025

Useful (1) Report

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.

Useful (1) Report