Kiwi.com

I am not sue Kiwi even excists. I booked a flight referance 791948333. Downloaded their APP 25/05/2026 even today 06/06/2026.23 hours before my flight. No trips planned. I have tried contacting them round and round. Tried to email them no good. Finally today I rang a number no good. Tried to contact them via this plantform. I got a generic… Read more

responce that they would contact me. Nothing. Do not trust this company. I am not sure if i was going through Esky at the time.

The website didn't give me a seat on the flight, so I had to buy a new ticket directly from Wizz Air. My rating: 0

I had an absolutely terrible experience with Kiwi.com and will never use this company again. My original itinerary was from Kelowna → Los Angeles → Sydney → Melbourne. The issue began when my flight out of Kelowna never arrived. Whilst waiting to board, airport staff instructed passengers to leave the boarding area and collect their luggage… Read more

because the plane was not coming.

I had never dealt with a situation like this before, so I called Kiwi.com for advice and asked what I was supposed to do next - whether they would rebook me, whether I needed to wait, etc.

The Kiwi agent I spoke to, who identified himself as “John,” assured me over the phone that Kiwi.com would issue me a full refund for my entire itinerary. However, he also told me that Kiwi could not change my booking and that I would need to book and pay for a completely new flight itinerary myself if I still wanted to travel that day.

I was confused by this, especially because the disruption was not my fault, but he reassured me multiple times that I would be refunded. He claimed this was necessary because there were no suitable replacement flights available through Alaska Airlines. Based on that assurance, I reluctantly agreed and paid for an entirely new itinerary out of pocket so I could still get home.

“John” then texted me the new booking details and told me I would receive refund correspondence the following week.

Months later, I am STILL chasing this refund.

Kiwi.com are now claiming this was a “voluntary cancellation” and that the original itinerary could still have been completed because it was supposedly only a “minor delay.” This is simply untrue. The aircraft never arrived. A basic Google search confirms this. (Alaska Airlines flight AS3403 on the 7th of February, 2026.)

Despite providing evidence and explaining the situation repeatedly, Kiwi.com offered me approximately $70 in Kiwi credits for a journey worth around $1400.

I genuinely feel deceived. I relied on the instructions and assurances of their own support agent during a stressful travel disruption, and I am now left significantly out of pocket with no accountability from the company.

Travel disruptions happen — I understand that. But the way Kiwi.com handled this situation has been unacceptable, misleading, and incredibly frustrating. I strongly encourage others to think very carefully before booking through this agency.

I genuinely cannot express how disgusted and disappointed I am with Kiwi.com. This is not some impulsive revenge review from a random customer after one bad flight. I’ve been using Kiwi for close to a decade. In fact, back in 2018, I enthusiastically left them a glowing review because at the time they genuinely felt like an amazing alternative to… Read more

the absurd and butchered prices on Skyscanner.

I still vividly remember being stranded in Spain after having my passport and wallet stolen. Money was extremely tight, and Kiwi genuinely helped me find affordable flights when I desperately needed them. I praised them publicly because I truly believed they were a company worth supporting.

Fast forward to 2026 and the difference is honestly staggering.

Not only are competitors like Skyscanner now often cheaper than Kiwi, but Kiwi’s customer support has deteriorated into one of the most incompetent and irresponsible systems I’ve ever encountered.

Before my Dubai → Manila flight with Cebu Pacific, I contacted Kiwi support around SEVEN TIMES because Cebu Pacific’s website had a bug preventing online check-in.

SEVEN TIMES.

And across all those calls — handled by multiple different employees — not a SINGLE person realised the most critical detail of the entire situation:

Airport check-in closed ONE HOUR before departure.

Not one of them had the basic awareness or professionalism to stop and think: “Wait… if online check-in is broken and airport check-in closes one hour before takeoff, then a 1 hour 40 minute layover in Dubai effectively leaves the passenger with only around 40 minutes to physically complete airport check-in.”

That unbelievably obvious realisation somehow escaped every single Kiwi representative I spoke with.

I only discovered this nightmare properly once I physically arrived at Dubai airport — at which point it was already too late.

Anyone who has ever travelled through Dubai International Airport knows how ridiculous this situation was:

* deplaning alone takes time * immigration takes time * terminal transfers take time * security checks take time * walking through one of the largest airports in the world takes time * queues take time

Yet despite repeatedly warning Kiwi that this situation could easily cause me to miss my flight, their agents kept dismissing my concerns with robotic copy-paste responses like: “Try again later.” “You will have enough time.”

No escalation. No rerouting. No meaningful solution. No accountability.

And then the EXACT scenario I repeatedly warned them about happened: I missed my flight.

What makes this so infuriating is that this was not some random unforeseeable accident. This was an obvious and entirely predictable outcome that I proactively tried to prevent well in advance.

I did everything a responsible customer could reasonably do.

Kiwi’s response afterward was honestly insulting:

* deflect blame onto the airline * ignore the mathematical reality of the timing * pretend “minimum connection times” magically override airport check-in closure rules * repeatedly send generic responses that completely ignored the actual issue

At no point did it feel like I was speaking to people genuinely trying to help. It felt like speaking to a wall programmed purely to avoid responsibility.

I booked through Kiwi. I paid Kiwi. I contacted Kiwi repeatedly BEFORE the problem happened.

Yet when their terrible handling of the situation directly contributed to me missing my flight, they washed their hands of the situation entirely.

This experience completely destroyed the trust I had built in this company over nearly a decade.

Kiwi.com may be good at selling tickets, but when real-world travel complications arise, their support appears catastrophically unequipped to deal with even the most obvious and foreseeable problems.

Avoid self-transfer itineraries with Kiwi.com at all costs unless you are fully prepared to absorb the financial consequences yourself when things inevitably go wrong.

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,

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.

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.

SCAM!! Avoid at all costs!! STEALING Absolutely terrible experience with Kiwi.com. One of the airline schedule changes made our onward connection impossible to catch. Kiwi’s own platform clearly showed that “this connection cannot be made,” yet… Read more

after weeks of delays, contradictory messages, and no real assistance, they closed the case with zero refund.

This was NOT a voluntary cancellation on our side. The itinerary became unusable solely because of airline operational changes. Kiwi offered no viable rebooking options and the only solution provided was to request a refund. After making us wait for weeks, they simply rejected everything and kept the money.

Customer service was extremely frustrating: mostly automated responses, endless waiting times, and no accountability when a serious issue occurred.

Our experience was that Kiwi.com acts like a middleman that disappears when something goes wrong. Be very careful before booking complex or connecting flights through this platform.

I will never use Kiwi.com again