Kiwi Reviews 291

So I spent over £400 with Kiwi.Com for 5 return flights to Milan, it was flying Wizz air who firstly changed the departure airport for one that Wes 2 hours further away then changed the departure time by 11½ hours ruining our itinary. We asked Kiwi to cancel as Wizz won't speak to us and Kiwi have sait we can only get £9 back. I asked Kiwi to dispute it and they won't. Now in waiting to hear if they are going to charge me €30 each for processing the request.

Utter con.
Do not use this company, they literally do nothing for you. Just exist to make more money for Ryanair.
Connection protection did nothing to refund flight or hotel cost due to Ryanair's delays. It's impossible to change planes within one hour, when the gate closes 30 mins before.

This is my second night on the street due to. Kiwi. Have to walk the streets by foot has a massive blister can't even walk properly.
APP MADE MISTAKE AND THE APP NIT WORKING LIVE CHAT THERE WAS NO RECORD EACH WAS DIFFERENT CHATS BUT PRETENDING TO BE DIFFEREBT DO IT. I AM STRANDED IN EUROPE. HOW CAN YOU NOT SEND ANYTHING TO CHECK THINGS WERE RIGHT NO BAR CODE I HAVE SOMEONE WHO WORKED AT THE AIRPORT WHEN WE LOOKED. THE APP IS BUGGY CRASHED ABD LIVE CHAT DOES NOT WORK IT TOOK HOURS TO GET ONE THEN IT COULS CUT OUT THEN MESSAGE AGAIN IT WAS ANOTHER AGENT DID NOT KNOW WHAT THE HELL I WAS TALKING. I HAVE NO MONEY TO GET HOME SO STUCK IN EUROPE WATCH!!! DOING A LAW SUUT I AM ON THE STREETS. Scam if you buy here they will mess you about and said you get no money.

The most disgusting, shameless, sleazy entity I’ve ever had to deal with. They lie, they change their story, come up with different excuses not to give your money back when you should get refund, shamelessly cone up with excuses and when you corner them they say contact the airline directly and we know what the airline will say especially foreign airlines, you need to go thru your agency where you purchased your ticket.

Excellent price, communication and mostly impressed with their after sales support. They helped me to obtain a partial refund when I couldn’t travel, and on another occasion automatically processed a flight refund for missing a connection. Very impressed.

They sold me a ticket where one of the segments was with an airline that had stopped operating months ago. It’s impossible to get through to their customer service. In the end, I had to change my flight, and they never refunded me for the flights they sold me in what was essentially a scam. Terrible service, and I know they scam many people through this site. Do not buy here.

Kiwi.com scammed me on 2500eur and stopped answering regarding refunds, when i contacted airlines directly they confirmed that all the refunds were made to kiwi and I never heard back from that scam company, they stopped replying on the day they received refund from 3 different airlines, DO NOT USE! SCAMM APP, SCAMMING INDIAN CALL CENTRE!

The website is annoying, screens with overpriced add ons. In the past the email address of the owner has been actively hidden which is always the sign of a shoddy company. However when I cancelled my flight it seemed to make genuine, if unsuccessful attempts to get me a refund

Horrible customer service I booked with them several months in advance and they send me the wrong times in my confirmation email...when I double checked a few days before departure and saw the real times they did not work with my connections ...no help from kiwi with rebooking nor any acknowledgement that their email error cost me $$$$ to rebook at the last minute

I booked kiwi on 1st March for a long weeken trip to Athens. Return to Manchester on 27th November to 30th November. Got my confirmation email with booking reference & details, for myself, my daughter & 15 yo granddaughter. All sounds brill. So the other day I decided to add my trip onto the kiwi app. Nowhere on the app to allow me to do this so I went on the live chat where "Nathan" told me that my reference no. was wrong, & I said thats the reference no. on the email. He said he had no information or flight booked with my name, daughter or granddaughter's name. I had even booked & paid for our return seats & hold luggage amounting to £700. They kept telling me they had no information so I attached the email & they said they were not geared to open attachments &:then the whole live conversation disappeared & the chat finished (I had been on the chat for 1½ hours without success). The outward flights are with Jet2 & return are with Easyjet. In the end I went on to both their apps. Put in the reference numbers & I got my flights, seats & luggage direct with the airlines I'm flying with. KIWI.com are a waste of space, useless & rude. I will never, ever ever book with them again. Just found out if I booked through Jet2 I could have had my luggage included in flight price & discovered they are cheaper than KIWI. I am beyond distraught.

Gemma Bartley

Booked a trip that required me to take my bags after the first flight, leave departures and then check-in again to catch my connecting/2nd flight. The trip was advertised on Kiwi with a “Connection Protection” which states if you miss your second flight Kiwi will reimburse for any fees incurred to resume your journey.

The first flight was slightly delayed and security was very busy at Madrid airport when we were trying to catch our second flight so we missed the connection.

Started a customer services case as advised by Kiwi only to get told we will not cover you even though your trip was protected. Here is their response:

[Additional Expenses:
Unfortunately, Kiwi. com does not cover additional expenses such as independently booked tickets unless there is a significant involuntary disruption. We recommend contacting the airline directly for any claims regarding the ticket you purchased.
Next Steps:
If you have travel insurance, you may wish to submit a claim with all supporting documents.
For any further questions about your booking, feel free to reach out.]

horrible company to be involved with from the moment Hawaiian Airlines decided to cancel the flight they’d sold to me as the outbound leg of a San Francisco to Honolulu and back flight itinerary five days earlier.

Email notification at 1 am that action was required due to changes in my itinerary, immediately locking me in to an 'assisted refund' administrated by themselves, which without explanation has resulted in no action other than some chatbots telling me that the seven day processing time they announced as their expectation for Hawaiian to process it has been revised up to within 10 weeks and a bunch of sweet nothings about what they are doing to allegedly expedite the failure of the airline to respond to them.

persistent, urgent threats to get my bank to raise a dispute over their charged payment and to notify DOT about failure to comply with US consumer protection regulations concerning refund timescales has seemingly got them to take it a little seriously at last, but I’m not hopeful it’s enough that I don’t have to follow through on both.

avoid unless your idea of a good vacation includes quality time banging your head against a brick wall. and definitely avoid letting them continue as your agent if the airline cancels your flight. Go directly to the carrier for the refund, or you will suffer the consequences.

The worst customer service I have received in a long time. Booked after seeing the link on Skyscanner. They were quick to take my money but didn’t come up with the goods and no one was able to help - automated service or ‘customer service advisers’ that are unable to take any action - avoid!!

Dont think for a second you are going to get a conversation with anyone, this organisation called Kiwi does not want to listen whatsoever.. if you don't get your booking right first time you are financially stuffed .. they catch you on complicated bagging allowances that don't even match the airline allowances ..
The algorithm (set rules) set by Kiwi website means their prices rise each time you visit the kiwi site which pressurises people like us (the so called 'customer' which, n Kiwis mindse, is codeword for MUG) into making complex purchases .. I was booking a trip to Prague for 9 family members at the time .. I'm very grateful that 4 of our group chose to book their own, at least only 5 of us got duped by KIWI

My experience has been pure stress due to the complexity of the after sales .. I am still unable to work out the itemisation on my invoice despite numerous messages from an unwavering AI assistant

To top it all off, you have to complete your booking on the actual Airline website anyway .. which just elevated the distasteful exoerirence that is the KIWI booking service

Buyers beware ... cos when it's booked it's booked

I can't look at the site now. Kiwi has made my stomach sick from their sneaky ways of doing business

Horrible customer service.

Booked a flight for my dad at his request; requested a cancellation exactly 24 hours later (to the minute) and was told I was not eligible for a refund as I was outside the 24 hr grace period.

I had to cancel a flight back n October 2024 due to a family accident. I have been trying to get an email from Kiwi to show I didn't get a refund for my travel insurance. They say "we don't provide this" or they say "we'll ask our specialized team to look into this" or some other rubbish. Never once have they actually helped in 9 months of asking them!

I asked for their UK address to begin legal action and they smugly told me they don't have a UK entity.

Horrible service. DO NOT give them your money.

Horrid. First and last time. Tried to rebook/cancel flights a day and half ahead as inbound flight was cancelled and apparently both tickets were non refundable & couldnt change them at all lol. Good luck reaching someone. Skip this platform for peace of mind

All users, please never make a reservation on Kiwi. If you change your schedule, cancel, or request a refund, they will not process anything and will not refund you. In my case, it was a voluntary cancellation, but I have not received any response for 2 months. When I call the customer service center, they just tell me to wait, and when I leave an inquiry on the Kiwi app, the AI ​​answers or several unknown people take turns giving strange answers.
I made a reservation through Kiwi, but if something happens, they always make excuses about the airline and don't take care of anything. So, never make a reservation through Kiwi just because it's a little cheaper. It's a real scam site. Especially in my case in Korea, it's a ghost travel agency that doesn't even have an office. I clearly warned you. Thank you

Stay away from this site. If anything goes wrong, you will never get any money back. Just a pire waste. Also the itineraries they propose are the worst
Extremely long and inefficient.

Disappointed with KIWI. After paying for the ticket, it turned out that without my consent they changed the booking currency, which significantly changed the price. The next moment - it turns out that at the transfer airport the company does not have an agreement to transfer my luggage from one plane to another. I need to get my luggage. Exit the transit zone and check in again. At the same time, KIWI put all the blame for such actions on me. I'm afraid this is just the beginning of the adventures. I DO NOT RECOMMEND!