Kiwi.com
932 reviews
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… Read more
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.
Worst travel agency we have ever experienced. Booked several flights with their promised insurance and they cancelled one flight without giviing us another one. So we were stuck in India and instead of going to europe we needed to cancel and pay for all our accommodation and had to find our way back home to Australia on our own expense. Nothing offered even after several calls. Show details
Please don't book through Kiwi app. Worst booking service. I booked tickets for my wife and kids from Kiwi app and I got a confirmation email on 9th April. They went to airport and vietjet customer support guys said they cancelled my flight from Vietnam to Melbourne flights without any notification. They asked wife to pay extra money per ticket to… Read more
connect the Hyd to Vietnam and Vietnam to Melbourne flights.
My suggestion, please don't use Kiwi app. Better buy it from airlines or buy through a better travel agent. Stay away from Kiwi app.
Reviews with attachments
Dont use this company! Its 1 month now and refund was not received. flight carrier has cancelled my flight from Riyadh to Cairo. And they claimed they did the refund but no information. No date and no reference for this refund. On above They didn't confirm my reservation on another flight where I missed the flight already and paid for another … Read more
new flight by myself which resulted in paying extra fees for hotel night waiting for the other flight next day. Worst experience ever and lost 220$ for those tickets
efund Not received since 28th February 2026 I have Reviewed on 31st March Received reply from Kiwi that they will look into to my matter and some one from the team will contact after a week pass, still no updates no one contacted till today at this point of time, it seems they do not wanted to refund after Requested refund on 28th February 2026.… Read more
Airline have cancelled My flight and kiwi.com only gave option of refund and that refund did not happen till today after continuous request. As they have troubled me alot i will keep on reviewing every week to them unless they will refund me.
I would give it a 0 star if I could - Do not use because it is a FRAUDULENT SCAM. I booked a ticket on kiwi.com in early January for a trip in April which involved transits. I only realized the tickets failed to provide sufficient transit time so requested to change to an earlier flight. After dilly-dallying for weeks, they failed to do… Read more
anything about it, so I had no choice but to cancel the ticket and asked for a refund in late January. kiwi.com said it has already submitted a refund request to the airline and will take two weeks to process the refund. During these past two MONTHS, I kept following up and they kept copying and pasting the same response over and over again. Belatedly realizing something is wrong, I checked with the airline, which informed me a refund request has in fact NEVER BEEN SUBMITTED by kiwi.com. My flight will depart next week, and my ticket will be forfeited if kiwi.com fails to cancel the ticket for me. I only found out after reading other online reviews that they are indeed a scam and consistently engage in fraudulent practices like this. So like other victims, looks like my ticket will likely never be refunded after all.
My advise is to never fall victim to this fraudulent scam that kiwi.com is.
UNDER NO CIRCUMSTANCES USE KIWI.COM. My partner and I had a flight to Malaysia from Bangkok and 24 hours before departure we got the sad news that her father had passed away unexpectedly. I immediately cancelled the flights, I sent a copy of the death certificate in English and in Thai to Kiwi.com but even the death of one of their customers… Read more
father 24 hours before flying they WILL NOT UNDER ANY CIRCUMSTANCES refund our flight money. The company lives in a world of rules and regulations and where everyone else lives in a world of caring and compassion. In Australia the airlines will allow you to reuse the money for a future flight, but not this disgusting, deplorable and deceitful company. They have not a shred of compassion and here's hoping the money of mine that they won't refund will go to their Christmas pissup. The company is worse than a politician.
Stay away from this company the are less honest with people i book fly over the app and wen i coming to mike a payments keep say payment failed then i tru with different bank card then after 2 minutes i get confirmation email from first time wen said payment error and second time i contact them regarding this issue the said cancelled one of them… Read more
so cancelled and the tell me unfortunately one of you fly not refunded i keep explaining to them it was app error and is not my fault no one help now the want refund €7out of €213
"Connection Guarantee" does NOT guarantee covering being unable to make the connection. Worse, there is no way to contact a real person. Perhaps ironically, they sent an email telling me that I should. But, try as I might, this was of no help. We ended up shelling out for the missed connection after a canceled flight. DO NOT USE KIWI.COM They… Read more
WILL scam you by booking flights that have connections that are impossible to make. Like at airports that take longer to travel between terminals. Every other website will account for this. They purposefully do not.
AVOID AT ALL COSTS. Had all 5 my paid flights cancelled Only found out at check in desk. Then they blame the carrier and deny responsibility. Show details
Subject: UNACCEPTABLE & UNREASONABLE REFUND – Ho Chi Minh City → Hanoi Cancellation To Kiwi.com Customer Service, After more than a month of delay and repeated follow-ups over my cancelled flight from Ho Chi Minh City to Hanoi, I’ve finally received your refund response – and I am utterly shocked and frustrated by how unfair and unreasonable it… Read more
is.
For a $400 ticket, you have refunded only $102, despite your terms and conditions clearly stating there would be a €30 processing fee per ticket. Even after deducting this fee, the remaining balance should have been refunded in full, yet the amount you have provided is outrageously low and unjustifiable.
I demand an explanation:
How did you arrive at this meager refund?
Why has the majority of my payment not been returned?
Where is a detailed breakdown of all deductions?
Your refund offer feels like a blatant attempt to shortchange customers and does not correspond with either the actual fare paid or your advertised policies. I expect a prompt and full reassessment of my refund amount, with a clear justification and supporting documentation. If I do not receive a fair outcome, I will escalate this case through my payment provider and relevant consumer protection authorities.
Your handling of this cancellation and refund process has been unacceptable. Resolve this immediately.
Frustrated and dissatisfied,
If l could l give below 0 rating , Bad customer service it's over 2 months and lm still waiting for my refund. Please please do not book with kiwi It's just wast of time and money. I booked my flights on the 7th of June for me and my family to come back to UK on the 14th of June, The flight got canceled. And lm still chasing my money. Never again with kiwi This egency that good Go to gate OR British airways . Show details
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I booked a flight through this website expecting to pay in Australian Dollars (AUD) because I clearly selected Australia as my region. However, the site defaulted to USD without clear warning, resulting in me being charged over $3,000 AUD more than I should have. This is not a simple mistake—it’s misleading design that tricks customers into… Read more
paying far more than they expect. Despite raising this issue, their customer service utterly refused to help or even offer a refund for the difference. Their claim that "currency defaults to USD even if you select Australia" is absurd and completely unacceptable for an Australian customer paying in AUD.
It feels like they’re deliberately hoping people won’t notice until it’s too late. I’m not a fool—I know what currency I use, and the site should respect that. Their refusal to correct this or take responsibility is unacceptable and suggests a blatant disregard for customers and Australian consumer laws.
If you live in Australia, do NOT trust this site to display prices honestly. I’m pursuing this further legally and reporting them to consumer authorities. Save yourself thousands and book elsewhere.
- +5
My experience with Kiwi was a nightmare from start to finish. I booked a simple flight from Dallas, but they inexplicably added a stop in Los Angeles, which was not part of my plan. Due to this change, I asked to cancel and get a refund. They initially promised it would take 14 days, but after waiting patiently, I contacted them again—only to be… Read more
told it would now take up to two months.
What’s worse is the total lack of proper customer service. All I get are chatbots and automated replies, with no real human assistance. It feels like they’re doing everything possible to avoid issuing refunds or accepting responsibility for their mistakes.
This isn’t just bad service—it feels like a scam. They mess up your booking and then keep your money, dragging things out endlessly. I strongly advise others to stay far away from Kiwi. There are many better and more reliable travel agencies out there.
Absolutely DO NOT buy a ticket with this travel site. I purchased a ticket months ago to find out 2 days before that my flight that it has been changed by 6 hours, I was given no option to change my flight when they notified me. When I check kiwi there i another flight at 9:50am but they are saying I must cancel to rebook at the much HIGHER price! Absolute scam of a company. If there is anything positive here do not believe it. Show details
What a scammer!! Searched from skyscanner with lowest price and visited kiwi website. However after filled personal details, price suddenly went up almost triple..wow what a scammer!! See photos attached. I don’t recommend at all Show details
Latest follow-ups
booked travel on pay pal found out it was in us $ i asked to cancel it 'they said their was a 40 euro fee for cancellation after a month i got no money back they refused the refund Show details
Follow-up · kiwi are dodgy they said on another forum they woul contact me there has been no corespondence from kiwi kiwi have no customer support A computer answering service that says "we are sorry for the outcome of your queiry "
I paid extra for a luggage upgrade to these people and they didn't pay the airlines. I was in India checking into my first of 3 flights to come home when I found out they weren't paid, so had problems with the weight of my case. I have contacted… Read more
them to get my money back, and they won't give it back. This is FRAUD. I am contacting my credit card company to report it. DON'T BOOK THROUGH THEM!!!!
Follow-up · I did get home ok because Indigo helped me bring my luggage back. They allowed me 20kg of check baggage on my 2 flights with them and suggested putting more of my belongings in my carry on baggage. I would recommend Indigo to anyone and would easily fly with them again. I paid almost $270 extra to Kiwi, they didn't pass on my payment. Extra… Read more
I definitely advise anyone NOT to use Kiwi to book a ticket through their portal. The way they handle customers is simply insane! So bad. I booked a ticket including insurance incase unfortunate circumstances would occur. Unfortunately that… Read more
happened. Even with a very clear doctor’s statement, they refused any refund, although all requirements were met up to. It’s disgusting how they act!!
Follow-up · Due to medical circumstances it was not possible to travel. As extra service during booking, coverage for such events was booked and paid for. All requirements have been met up with, even Kiwi confirmed we did do everything correct. Nevertheless no refund…. We are talking about -€600-€700. No reason have been given.
Positive reviews
My experience as a first time user has been positive. Competitive pricing and a nice WhatsApp interface with Nathan - the virtual support assistant (AI). Though I had questions Nathan was able to guide me through the process. I would definitely consider using Kiwi.com again. Show details
Incredible last-minute booking experience! I needed to book a flight from West Africa to Australia, and everything was sorted within minutes. Tickets were issued and confirmed just 10 minutes after booking no delays, no cancellations, no interruptions. Despite the long 40 hour journey, everything went smoothly from start to finish. What’s even… Read more
more impressive is that the price was over $2,300 cheaper than other options I found truly unbeatable value. I’m beyond satisfied and will definitely be using your service again. Thank you!
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I've had the complete opposite experience to everyone on here. Had to organise a cancelation/refund of a flight, refund processed in 3 days. So easy to organise, no stress. Thanks team, will be booking all my travel here moving forward. Show details
Negative reviews
54 days ago the airlines killed my itinerary - I asked to be refunded and I am still waiting for my money back. According to kiwi.com it's now under-way but they also told me this process would take a MAXIMUM of 14 days to complete. Turns out that even if I ever see ANY of my money again, i'll be ~ AUD 720 worse off from where I started… Read more
without considering inflation or the time cost of following this issue up.
Tip for others, don't take their word for it just do a chargeback when you don't get any service that you paid for. I should have done this.
Avoid Kiwi.com – it will cost you more in the long run. I booked 4 return flights through Kiwi, thinking I was saving money. Big mistake. When it came time to check in (within the normal 24-hour window), I couldn’t—because Kiwi had put an agency block on the booking. No warning, no explanation. I tried contacting customer service through web… Read more
chat and phone. After over an hour waiting on the phone, I finally got the outbound flights released. Stressful, but at least it was sorted.
But the return flights were a different story. Our return was on a weekend, and their call center was closed. The only “help” available was an AI chatbot, which was completely useless and just told us to check in at the airport.
That “solution” cost us €40 per person—€160 extra for our family—just because Kiwi blocked us from checking in online in the first place.
So in summary: • Couldn’t check in online due to Kiwi’s own restrictions • Spent over an hour trying to reach support • No real customer service available on weekends • Forced to pay extra fees at the airport
Customer service is practically non-existent when you actually need it.
Any money you think you’re saving by booking with Kiwi will likely be lost in extra fees and wasted time dealing with their mess.
I wish there were an option for zero reviews. I had a return flight booked, return date 8 days later. I had to cancel the ticket on the day of the first flight. I spent $1850, but the only refund I was offered was $20. Show details
Recent reviews
I bought a ticket with them and was never able to complete the online check-in. My reservation wasn't showing up, so I contacted them and they told me I should go to the airport early and sort it out with the airline. However, the next day the airline informed me that Kiwi hadn't entered my last name in the reservation, so they denied me boarding… Read more
and I had to buy a new ticket. They also told me it's a common problem with Kiwi.
Now they're not responding and they refuse to refund my money.
I strongly recommend booking directly with the airlines to avoid being ripped off and having unnecessary stress. Avoid this company at all costs!
Booking failed 3 days in a row flight credit was issued still unable to use after 3 days multiple attempts Asked for a flight change gavebme option of paying more than a normal flight Show details
Bad service when things go wrong ..disruption protection doesn't exist Well this is disgusting service..the protection disruption that you sold with the flights clearly is a nothing more than false advertising...kiwi.com put these flights together and assured me we would be covered if disruption out of My control occurs which of course it has and… Read more
now I see there is no protection. You as a company need to stop advertising and promoting this 'disruption protection ' as I'm sure I'm not the only one to fall foul of the misleading sales tactic. I contacted kiwi.com before our trip and questioned if the self transfer time on both outbound and inbound flights was enough and I was told over the phone that the kiwi.com system creates the flight schedules and that its possible to make the transfers in time. This is nonsense and we only manged to catch the outbound flight due to that flight being delayed by an hour. The point is stop using this disruption protection to sell cheap flights as in reality there is no protection. I can now only purge over social media my experience and share with others..don't trust the offered disruption protection as it isn't as advertised
Nightmare! When I booked flight ticket from Frankfurt to Mumbai via Istanbul and Baku. While booking they didn’t show the self transfer but after completion of booking, they showed the flights were self transfer, which was really nightmare and frustrating at the same time. They show cheap tickets but the reality is opposite. We had to get the… Read more
transit visa for Istanbul as well as Baku which was way expensive. I talked with the Kiwi customer support and they said the transit visa is not required but it turned out it is a scam. Transit visa is required. Please don’t get into the trap and book tickets from other platforms.
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we should start a class action against kiwi.co