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    Kiwi.com

Kiwi.com

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Overview

Kiwi.com has a rating of 1.1 stars from 2,165 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
    1068
  • Value
    1028
  • Shipping
    691
  • Returns
    873
  • Quality
    933

This company does not typically respond to reviews

Positive reviews (last 12 months): 0%
Positive
0
Neutral
0
Negative
57
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Reviews (2,165)

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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 nathaliec54
Canada
1 review
0 helpful votes
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May 11th, 2021

This is a scam company, please do not use it even though your price is better. We got to the airport and our flight was not going where it was confirmed by them on our itinerary. The airline had to change and rebook and we got to pay for the whole flight again. Kiwi will tell you that you choose that destination on their website. But their email confirmation does not mention anything about that. It's a very stressful situation and they are not willing to reimburse. I asked to speak with Supervisor when I called, of course the supervisor was busy and was going to call me back, Did they? Nope
You are at your own risk.

Tip for consumers:
at your own risk, you are paying for a destination you did not choose, watch out!!

Products used:
rebooking a new flight

Date of experience: May 11, 2021

Thumbnail of user yokok1
GB
2 reviews
2 helpful votes
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October 9th, 2020

All sounded professional until we arrived at the airport. To my surprise I was told the email and card details used to book were not matching with mine! It took quite a while to convince the booking was genuine. The airline staff told me to avoid using them in future. They shouldn't be on skyscanner site.

Date of experience: October 9, 2020

Thumbnail of user miansaeedtoor
Washington
2 reviews
1 helpful vote
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March 10th, 2024

I regret using this website; it's a scam company. I booked a return ticket for my mother, who is over 80 years old. Unfortunately, she fell sick and was unable to travel on the departure date. I asked Kiwi if I could buy a new departure ticket and keep the return ticket, but I spent two days without any result. They said if I don't use the departure ticket, my return ticket will also be canceled. I advise against using this scam Kiwi.com.

Date of experience: March 10, 2024

Thumbnail of user yusyl
New York
1 review
0 helpful votes
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May 26th, 2020

Absolutely the worst and SCAMMER company! Don't ever book from them.
The flight schedules listed are vague and not accurate. If you would like to change the flight, they will charge a crazy amount of money, almost the same price as a new flight ticket. If you would like to cancel the flight, no credit or only $10 refund available for any kind of flight. Trying to call or email them, but it never worked. WORST and HORRIBLE customer service ever!
Highly recommended to STAY AWAY from this company. There are lots better and safe companies to book your flights, but this one absolutely the worst choice ever! 1

Date of experience: May 26, 2020

Thumbnail of user annjulied
Canada
1 review
0 helpful votes
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April 21st, 2019

It's easy: they're a scam.

When asked basic questions (i. E Am I allowed to bring a personal item in addition to my carry-on) to the "clientele service" they answer with copy-pasted part of their user agreement. They're useless, they just take the money.

Date of experience: April 21, 2019

Thumbnail of user mohammedb56
Saudi Arabia
1 review
2 helpful votes
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August 20th, 2020

Warning. Never, ever book a flight with kiwi.com. I had a flight since March and had been cancelled by airlines due to lockdown. Kiwi.com requested £20 to refund, which was paid, but nothing returned. On April
2020, Airlines emailed me that refund done, but kiwi.com not responding to any email. They are a group of thieves. I don't know why the review is 3.8 despite all these complaints from the clients

Date of experience: July 21, 2020

Thumbnail of user rafir10
GB
1 review
2 helpful votes
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October 24th, 2022

Had a flight cancellation, they offer to cancel or rebook (on the website). The new booking is 4 times of our original booking so talked to actual airline and they offered me a solution. Informed KIWI about new solution so instead apologizing for doing their job they void my travel insurance. Plus they reminded my to self check-in in transit airport which might miss my next flight and will have to pay to get home. DON'T use them they just useless team and website. ((((whish no star rating is available))))

Service
Value
Shipping
Returns
Quality

Date of experience: October 24, 2022

Thumbnail of user emmag351
Ireland
1 review
0 helpful votes
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October 13th, 2021

Much like similar reviews below, one of my layover flights was cancelled. I was then offered a new layover flight-I paid for it- and they then cancelled my final destination flight without telling me. I tried and tried and tried to dispute it for 3 days but absolutely no luck in getting my money back. You deal with a new person everytime you send a message to their customer service and they each give you conflicting information. Please avoid them at all costs, they don't deserve any customers. They will just rob your money and find every reason under the sun to not give it back to you.

Service
Value
Shipping
Returns
Quality

Date of experience: October 13, 2021

Thumbnail of user donaldm1141
Minnesota
1 review
0 helpful votes
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February 7th, 2022
Verified purchase

I purchased a round trip ticket and checked 1 carry on bag. Just before I went to the airport I found that 1 of the carriers that they use charges for carry on baggage ($25 each way). That is when I found out that the ticket receipt did not have the baggage stated. It was to late to deal with Kiwi (they take months to respond) so I paid the airline for my carry on figuring that Kiwi refund will cover it. It took 8 months for them to respond that I did not have a carry on checked on my booking just 1 personal item (I never have a personal item). I keep all my emails and receipts and found that they do not put baggage information on any of their correspondences so the proof is only in their system that they can change at will. NEVER use this company as to the lack of customer service and the unfair business practice.

Service
Value
Returns

Date of experience: February 7, 2022

Thumbnail of user patricioc7
Australia
2 reviews
0 helpful votes
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November 23rd, 2020

They are a scam. They book cancelled flights, take your money then never refund you. I booked a flight from Spain to Australia on a crazy route through the pandemic. I had 5 legs on my route. Then they claimed that the 1st leg got cancelled, which usually causes the whole trip to be cancelled too (how can you get from port B to port C if your ticket from port A to port B does not exist anymore?). I requested my money back and they offered me $200 bucks, out of the $2,500 i had paid. 90 days in, and still not a word from them..

Date of experience: November 23, 2020

Thumbnail of user lucyr99
GB
1 review
1 helpful vote
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April 25th, 2020

Whilst I appreciate it's a challenging time, customer service staff shouldn't be rude. Charging me money to get a refund is an additional kick in the teeth. Also I contacted the airline myself and they confirmed that a refund had be made so hiding behind a lie of waiting for them to pay out shows that you are not an honest company. Shame on you.

Date of experience: April 25, 2020

Thumbnail of user alexandrer34
Canada
1 review
0 helpful votes
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April 28th, 2020

Worst company ever! They will never help you get anything done if you ever run into a problem.

This company is a scam, their customer service is useless, it will take you months and months of hard work to have some sort of coverage or even a dollar back, don't ever by from them please!

Date of experience: April 28, 2020

Thumbnail of user stefanost4
GB
1 review
0 helpful votes
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March 19th, 2020

Kiwi is a scam when it comes to cancellation, they give you a fraction of the price that the airline returns
And keep all the money for themselves. Their business model is to scam people.

They also pay employees to write fake positive reviews on sites, what a joke of a company.

Never use them.

Date of experience: March 19, 2020

Thumbnail of user palomas16
Italy
1 review
0 helpful votes
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September 14th, 2022
Verified purchase

Nightmare! Booked my flight from Malta to Florence and getting at the airport the airlines didn't let me board the flight because the money didn't get through kiwi to the airlines. The money was deducted from my bank account. Had to purchase expensive tickets on spot for next day. Slept at the airport as there were no other flights on that day! Got only 75€ refund from kiwi which is not acceptable as i paid 188€ for my flight and had to fly to catania (which costed me 129€) the next day as there were no other flights from malta to florence which ruined my vacation days and also the money I paid for hotel booking in Florence. Fraud website! Never book your flight from kiwi!

Service
Value
Shipping
Returns
Quality

Date of experience: September 14, 2022

Thumbnail of user matthew.levine
Canada
1 review
0 helpful votes
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October 23rd, 2023
Verified purchase

Kiwi found an itinerary for $200 less than I would have paid with the airline directly. All flights were on the same airline. Everything worked as planned. Just make sure to deny all of the upsells in the sales process and you're good to go. And you can book baggage directly with the airline usually.

Tip for consumers:
Remember that the connections are not guaranteed and that you are taking a risk for a lower price

Products used:
Flight booking

Value

Date of experience: October 23, 2023

Thumbnail of user suea465
Texas
2 reviews
0 helpful votes
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January 6th, 2023

Feels like a "scam"

My trip was 50% overcharged with terrible 8-hour layover. Had I booked the flights myself, It would save me $300. And the support is insufficient. Disappointed.

+ They want to take down my review. How could kiwi.com just deny the fact, what actually happened? It was my true experience, I have witnesses and booking number for the trip.

Tip for consumers:
don't use kiwi.com

Service
Value
Quality

Date of experience: January 6, 2023

Thumbnail of user matthewz97
Virginia
1 review
0 helpful votes
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August 1st, 2021

I booked a round trip form Detroit to San Francisco and kiwi just messaged me informing me about a "small change in flight times" and I found out my return flight to Detroit went from 7hrs total flight time to 21hrs 16 minutes flight time. When I asked for a refund the website tells me I can get $11 back total. Their "helplines" just hang up on me because I am not currently traveling. Do not use this site under any means, just go with another site. Saving $30 is not worth the hassle and scam tendencies this company has.

Service
Value
Shipping
Returns
Quality

Date of experience: August 1, 2021

Thumbnail of user amyj1496
Zimbabwe
1 review
0 helpful votes
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June 5th, 2023

Do not use Kiwi if you have a long journey ahead of you! It is too complicated for them. They will make mistakes and not refund you.

I have had such a terrible time with Kiwi. I am shocked by their lack of thought with the various airlines that they booked me on and the countries that they are flying me into for what should be a very simple journey.

I have had to rebook an entirely new ticket with another agent as Kiwi booked me two flights with the connection in between being too short and so I would miss the second flight. I told Kiwi this and they could not care less.

Learn from my mistake and do not use these online agents. It will cost you far more in the long run and take up so much of your time.

Service
Value
Shipping
Returns
Quality

Date of experience: June 5, 2023

Thumbnail of user kasiak15
GB
1 review
0 helpful votes
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June 12th, 2021

Never seen a flight provider like this. Absolutely disgusting. Still waiting for a refund for a booking which was cancelled due to Covid one year ago. 250 dollars down the drain. I blame myself for not researching better…

Service
Value
Shipping
Returns
Quality

Date of experience: June 12, 2021

Thumbnail of user dylano11
Czechia
1 review
0 helpful votes
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May 8th, 2019

Kiwi cancelled my flight the day of the flight with no extra refund so I was forced to cancel my hotel reservation and eat the whole costs. Never use them! Customer service links are impossible to find

Date of experience: May 8, 2019

Thumbnail of user annabelleg5
Philippines
1 review
0 helpful votes
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March 26th, 2020

They will just take your money and doesn't care even if they are selling flights that are not available. Should update their website immediately so that it will not mislead people especially during this time of situations.

Date of experience: March 26, 2020

Thumbnail of user barbaram648
Austria
1 review
0 helpful votes
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July 9th, 2019

We had two easyjet flights - luggage was not checked through and first plane was delayed (without getting any notification by the staff) and no change to get the connection flight. No support, no refund whatsoever from Kiwi

Date of experience: July 9, 2019

Thumbnail of user tink4
Croatia
1 review
0 helpful votes
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March 4th, 2022

I booked flights through Kiwi with Ryanair, my co-worker booked directly. She got to check-in early and got a free seat choice. Kiwi won't check me in, or let me choose the seat for free. Turns out they have problems checking in with Ryanair and might be that I won't be able to check-in on-line at all, will have to pay and ask Kiwi for a refund. My colleague has none of these problems, and an aisle seat - guess which seat I will get when checking in at the airport. AVOID KIWI.

Tip for consumers:
Just avoid, book directly.

Service
Value
Quality

Date of experience: March 4, 2022

Thumbnail of user nenaj3
MK
1 review
1 helpful vote
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March 24th, 2020

The WORST.
Charging cancellation fees when canceling due to government flight restrictions, not replaying on messages (mails, messenger) for 3 days, asking for "prove documents" with mail and declining them cause they are sent as an attachment in a mail. And this one got me furious "Any changes to the booking after departure are not available." - Really? I was trying to make changes to the flight before departure, and contacted you for instructions in the particular case, before departure, and got your response after departure. Now I get why is there Kiwi scam page!
https://www.facebook.com/groups/**************

Date of experience: March 24, 2020

Thumbnail of user johnd5471
Bulgaria
1 review
1 helpful vote
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September 4th, 2021

I wish I'd read some reviews before I paid trough them...

Never (one more time NEVER) use kiwi.com! And not because of covid or something else, but because their system could say you have a booking, while when you go to the airport you do discover they haven't booked the flight, you don't have a seat and the flight is full (so even if you would like to buy a new ticket yourself, you can't do it).

This happened to me. And now while they initially replied (before they confirmed their system is faulty) now they even stop replying. Still waiting for the refund (that they confirmed will issue).

But the bigger problem is that they messed my complete itinerary as after that I had another connecting flight.

So one more time - book directly with the airline companies and don't use kiwi.com as an incompetent and uncapable middle man.

Date of experience: September 4, 2021

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Andrei T.
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