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    Kiwi.com

Kiwi.com

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Overview

Kiwi.com has a rating of 1.0 stars from 2,164 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about Kiwi.com most frequently mention customer service, full refund, and credit card problems. Kiwi.com ranks 236th among Plane Tickets sites.

  • Service
    1066
  • Value
    1026
  • Shipping
    690
  • Returns
    872
  • Quality
    931

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Positive reviews (last 12 months): 0%
Positive
0
Neutral
0
Negative
57
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Reviews (2,164)

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Reviews that mention popular keywords

customer service (509) credit card (95) return flight (54) booking number (57) customer support (58)
Thumbnail of user alyssav25
Arizona
2 reviews
3 helpful votes
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June 25th, 2019

I have never been more disappointed in a service. I spent 4 hours arguing with "customer service" over trivial facts of my booked flight. I asked for a supervisor on multiple occasions and they would tell me 30 minutes and they'll call you back. I never received a call. I never received a call when they cancelled my original new flight request, or when I asked for a call to update me on the status of the issue, or when I asked for a supervisor. How is it okay to leave people stranded in an airport? After 4 hours of not getting anywhere with your employees, I finally got one competent woman that fixed the issue in 20 minutes. I will never refer Kiwi to any family or friends because of how I was treated.

Date of experience: June 25, 2019

Thumbnail of user millam10
Pennsylvania
1 review
0 helpful votes
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March 24th, 2022

I had a very bad experience here. Never again. I should read the reviews first and then buy a ticket through this site. Spam. Stay away. Pay maybe more money and don't use this company. Never again. My story is too long.

Date of experience: March 24, 2022

Thumbnail of user sergkeit
Canada
1 review
0 helpful votes
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May 31st, 2021

They post cheap flights and then they say that the flight is not available anymore and that you have to pay extra money in order to get your ticket.
When you ask for a refund the refuse it and give you credit instead.

Tip for consumers:
Don’t book through them

Service
Value
Shipping
Returns
Quality

Date of experience: May 31, 2021

Thumbnail of user eiliera
Arizona
1 review
0 helpful votes
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February 23rd, 2022

I would like to say so many things about this horrible company that I would not have space to write it. They are thieves, scammers, who take advantage of people, and then hide behind a farce facade, I still don't understand why they haven't closed the business to these scammers. For those who read this message, I advise you not to buy tickets through a company because if you end up canceling the tickets, as happened to me, cancel the tickets an hour after making the reservation and on the website it said that the refund was going to be total and it never was. I made the claim with my bank and even so they deign to make the refund. This is a bitter experience and I would not want it to happen to someone else.

Date of experience: February 23, 2022

Thumbnail of user kennethhansen7
India
1 review
0 helpful votes
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May 27th, 2023
Verified purchase

We used kiwi.com to book a number of flights on a trip for us. On the last one going home we went to the airport who told us that this specific flight had not been flying for a month. We therefore called kiwi.com who blamed the flight company and could not help us. The alternative flights (which we had to pay ourselves) were not real options and extremely expensive. We therefore had to stay an extra night, spend more holiday and book a new flight the next day. We did get refund for the cancelled flight, but spend three times that on booking a new flight and lost one day on it. Terrible experience.

Service
Value
Shipping
Returns
Quality

Date of experience: May 27, 2023

Thumbnail of user stefanieh50
Germany
1 review
1 helpful vote
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June 2nd, 2021

The flight was not existing, they told at the airport. I had to return home. On the phone they told me there is no other flight, they can refund my money. I told they should do this and booked another flight at the airport. This was morning. In the evening I got a mail with another flight in exchange. I already booked my new flight, so they told me they will pay me after 3 months back. I just got 6 Euro back from my 1200 Euro! There is no Email, no phone number any more I could write or call. Very bad service, fraud!

Tip for consumers:
Don't book with kiwi!

Products used:
flight ticket

Service
Value
Shipping
Returns
Quality

Date of experience: June 2, 2021

Thumbnail of user pawelg11
Poland
1 review
0 helpful votes
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March 11th, 2023

Charging very high extra fees for services like luggage, much more expensive than directly with the airline, they use virtual email address while making a reservation, to not let you check in and manage your reservation directly with the airline. They obviously don't share airline credentials with you, even on your request. Contact with the customer service is very complicated, they answer with huge delays + never solve the problem. In general a horrible experience. Avoid, avoid, avoid

Service
Value
Shipping
Returns
Quality

Date of experience: March 11, 2023

Thumbnail of user cathyt362
New Jersey
1 review
0 helpful votes
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May 11th, 2023

I called them to have my air ticket cancelled 30 minutes after i placed an order. The customer service representative asked me to go online to cancel my air ticket without telling me it's policy - it will not refund you anything for my $2000 international flight ticket. They also refused to correct their mistake.

Products used:
Air ticket

Service
Value
Shipping
Returns
Quality

Date of experience: May 11, 2023

Thumbnail of user bashara21
Alabama
1 review
0 helpful votes
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October 27th, 2022

Quick at taking the money, but when you need help (Especially a Refund)... then they don't exist.
The airline cancelled my trip, issued a full refund, and this website didn't refund me back.
You can't reach a Human being by call or chat, you can only chat with an AI, or at best send a message. And Good Luck.

Products used:
Booked a ticket through them

Service
Value
Shipping
Returns
Quality

Date of experience: October 27, 2022

Thumbnail of user abduln36
Canada
1 review
0 helpful votes
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July 29th, 2023
Verified purchase

I am warning everyone to be careful about this kiwi website. This company is stealing ppl money I have purchased 2 ticket from this website 6366.00 dollars and because of airlines issue I couldn't departure to the plan and this this company refused to return my money very bad service they agent in call centre is all Indian from India they can't even speak English properly.

Date of experience: July 29, 2023

Thumbnail of user geninee1
GB
1 review
0 helpful votes
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April 24th, 2021

In February 2020 we booked and paid for flights through Kiwi.Com for departure in October 2020, at a cost of £1591. Due to covid the flights were cancelled by the airline. Kiwi were contacted about a refund, and continue to be contacted. They just reply by poorly worded email with excuses why they are not returning our money. They do not outright refuse a refund they just fob us off with excuse after excuse. Kiwi have had our money for 18 months and it has been 6 months since the flights were cancelled and they still avoid returning our money. We paid Kiwi in good faith, alas, it appears there was no such good faith on kiwi's part. My advice avoid this mob like the plague. They are the Covid 19 of the travel industry.

Date of experience: April 24, 2021

Thumbnail of user janetr597
California
1 review
6 helpful votes
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January 26th, 2021

My flight was cancelled by the airline. Kiwi.com verified that the ticket was eligible for a refund. I paid for "expedited processing" for them to secure the refund. That was on July 25th. Still no refund. British Airways told me they received the refund request and paid it to Kiwi.com in September. Kiwi.com's site says it is being refunded. So... where is the refund? I finally filed a dispute with my charge card company in November, but so far no luck.

Date of experience: January 26, 2021

Thumbnail of user lanaf71
Cabo Verde
1 review
1 helpful vote
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November 30th, 2022

Please do NOT use this company. We made a mistake to book our flights via KIWI.com. The money was taken but NO tickets, NO rights to cancel, no way to contact them apart from via robot. The phone number provided referring back to the website and no answer.
Absolutely AWFUL.

Tip for consumers:
DO NOT USE KIWI.COM - SCAM

Service
Value
Shipping
Returns
Quality

Date of experience: November 30, 2022

Thumbnail of user kapilb10
Germany
1 review
0 helpful votes
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August 12th, 2021

In February 2021, I bought a ticket through KIWI. After few days I received an email saying one of the segments from the whole flight has been canceled. I requested a refund on the same day. Since then I have not received my money back. On the top, they are not answering my call or email anymore.

It is my humble humble humble request, please do not buy any tickets on the KIWI platform.

Service
Value
Shipping
Returns
Quality

Date of experience: August 12, 2021

Thumbnail of user paulinej53
GB
1 review
0 helpful votes
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December 2nd, 2020

I booked 2 flights for my son for a total of £232 and paid an extra £10 if flights were cancelled and the Ts & Cs agreed on an 80% refund. We had to write to them on various occasions to obtain the refund, even including proof from my bank statement to see that I had paid. Absolute crooks. We received a refund of £71. That is not 80% of £232. Avoid at all costs. They will rip you off.

Date of experience: December 2, 2020

Thumbnail of user ahmedh162
Saudi Arabia
1 review
0 helpful votes
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November 12th, 2021

They will take your money and if anything goes wrong with the airline or flight, it's gone for good. If you reach out to them for help, they will only offer to scam you again to buy a new ticket and forget the old one.

Tip for consumers:
Avoid

Products used:
None

Service
Value
Shipping
Returns
Quality

Date of experience: November 12, 2021

Thumbnail of user serfan1204
Canada
1 review
0 helpful votes
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May 30th, 2023

No response and no feedback to answer the immediate need of a customer! The only SURE answer I got from the four agents were " ASAP". After eight day's waiting, still on the process! And the last agent commented on me as " impatient"! Will she be patient as me? I doubt!

Products used:
Air tickets

Service
Value

Date of experience: May 30, 2023

Thumbnail of user cdmchang22
Illinois
1 review
0 helpful votes
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July 9th, 2023

I wish I could give this experience less than 1 star. They refused to refund me despite the airline rescheduling my flight to a different day. It got to a point where I merged a call with Porter and Kiwi so they could speak to each other and even after that I was told I would have to wait 4 hours to even find out if they would refund me. Which is illegal. I literally would have paid double what I paid for my flight if it meant I could never speak to a Kiwi customer representative again. The service is embarrassing the policies are sneaky and the prices aren't even that much better than any other booking website. I will never be booking with Kiwi again and you should save your money and your sanity and book elsewhere!

Service
Value
Quality

Date of experience: July 9, 2023

Thumbnail of user zhumak
Washington
1 review
0 helpful votes
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May 8th, 2022
Verified purchase

My credit card information was stolen after using it on the Kiwi website. I use this card only for booking the tickets and abroad. I haven't used it for a while and noticed two fraudulent transactions right after purchasing tickets with Kiwi. I notified Bank of America and reported this company as a scam.

Tip for consumers:
don't use your credit cards, use PayPal

Products used:
Buying tickets

Service
Value
Shipping
Returns
Quality

Date of experience: May 8, 2022

Thumbnail of user ivars.vinogradovs
GB
1 review
0 helpful votes
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December 17th, 2023

Please please don't fall into their cheap deal trap!
I booked my sons birthday holiday and never got confirmation about a flight! After few hours I got a message saying that it was my mistake and they can put money on the "deposit" for the next travelling. I was naive and did believe that! The next day I tried to book another flight and guess what, once again we had a problem and we didn't fly out! After talking to the Kiwi.com they told me not to worry about my money because it's on "deposit" for unlimited time meaning I can spend on my next trips. Now I discovered that it's expiring on the 3rd of June 2024.
I did contact Kiwi.com they refuse to pay my over 500£ back to my account, even worse than that Now they claiming that they have proceeded with my bank and I have to contact my bank and ask for the money.
When I asked them to send me a proof of this transaction, Kiwi.com saying it's against their policy!

Products used:
Airplane tickets

Date of experience: December 17, 2023

Thumbnail of user anus66
Singapore
1 review
25 helpful votes
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November 30th, 2021

I booked a ticket with them back in 2020 July. But after cancellation and requested for refund, its been more than 1.5 years that I am waiting for it. Initially they did reply through some restricted messaging service. Now they don't even bother to reply my messages. No number to call them. I don't even want to give them 1 star rating. In fact they deserve no stars. This website shouldn't operate and the people behind it must be prosecuted.

Update - 2nd Jan 2024. Still haven't got any refund or didn't even hear anything from those frauds. Despite of so many bad reviews and bad experience I wonder how those people can maintain and continue business!

Date of experience: November 30, 2021

Thumbnail of user nastyuhat23
Indonesia
1 review
0 helpful votes
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May 21st, 2023

First experience and ruined trip. They have an awful app with different information about your luggage, they didn't mention anything about the type of 'cabin luggage' I was buying and now I have a lot of problems, ruined trip and additional payments because they don't really care about their customers. Customer support (even VIP support) will send you templates and that's all. If you want to have a headache and a lot of problems before the important trip, use kiwi.

Service
Value
Quality

Date of experience: May 21, 2023

Thumbnail of user carolineh197
Montenegro
1 review
1 helpful vote
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December 22nd, 2019

Horrible company. Said outright that they "put their margin first" over conscious customers who know they are scamming (ie. Charging 18 euro to carry on luggage with Ryanair). Never will use again. Book directly with airline.

Date of experience: December 22, 2019

Thumbnail of user monicamedicina0
Indonesia
1 review
0 helpful votes
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August 18th, 2023

We have had the worst experience ever with Kiwi.com
We paid fees for cabin luggage 7kg not mentioned in their Terms and conditions as well fees for transfers at Riyadh's Airport,
2 hours 199,00 Australian dollars each children same price.
One of ours flights was cancelled 11 hours prior to departure there were some options offered from Kiwi.com for it and the amount was further more then the entire booking (Italy to Australia) I'll let you fantasy on it.
Finally I've bought a new ticket through another company.
I'm waiting for refund (good luck to me).
Be aware guys it's a legalised scam.

Service
Value
Shipping
Returns
Quality

Date of experience: August 18, 2023

Thumbnail of user davidb3732
Philippines
1 review
5 helpful votes
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January 19th, 2020

Absolute terrible company they book several flights different airlines. Wasn't allowed to board first flight as third flight didn't go to my destination. All I got was planned replies no answers. Avoid like the plague...

Date of experience: January 19, 2020

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