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    Kiwi.com

Kiwi.com

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Overview

Kiwi.com has a rating of 1.1 stars from 2,162 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
    1039
  • Value
    1001
  • Shipping
    674
  • Returns
    854
  • Quality
    909

This company does not typically respond to reviews

Positive reviews (last 12 months): 1.3%
Positive
1
Neutral
0
Negative
75
View ratings trends
417
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How would you rate Kiwi.com?

Reviews (2,162)

Rating

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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 ekmel
Serbia
1 review
0 helpful votes
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September 13th, 2021

They have not yet returned the money of my flight ticket from last July (14 months ago) to Tenerife that I know the airlines paid them already. They are keeping the money and not responding to queries even.
Avoid them at all costs! It will be better for you.

Tip for consumers:
Well just avoid kiwi.com After 14 months, my patience is long gone...

Products used:
I couldnt use any of the flights.

Service
Value
Returns
Quality

Date of experience: September 13, 2021

Thumbnail of user mauricek64
Virginia
1 review
4 helpful votes
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September 2nd, 2023

Do NOT use this company! They are a crooked scam. They will take your money and won't help you. They outsource to other countries with people who don't have customer service skills. They just keep repeating the same thing without assisting you in anyway. Do not fall for this

Tip for consumers:
Do not do it. Spare yourself

Products used:
Nothing.

Service
Value
Shipping
Returns
Quality

Date of experience: September 2, 2023

Thumbnail of user tzipim1
Israel
1 review
0 helpful votes
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March 18th, 2022

I bought a ticket from Madrid to Tel Aviv going through Turkey. The arrival and departure on Turkey was on the same airport. A couple of weeks after buying the ticket I got an email from Kiwi informing me 'the airline' changed the tickets this time arriving to a different airport (70 km away) from the one the flight departs from. Since the connection is 2 hours long, of course I will not be able to make it if I need to change airports. When I received the email I was half asleep and apparently clicked on 'accept' when reading about the great news. Now this, according to kiwi, holds me liable and if I want to get the flight which I originally purchased, I must pay an extra $300. So now this discount airline provider will become more expensive to me than having bought from a normal place to begin with. Their customer service is useless, I got no solution from them. Do not buy there, they will deceive you so they can charge you more money in the end. If I could place 0 stars I would!

Date of experience: March 18, 2022

Thumbnail of user zachg61
Nevada
0 reviews
9 helpful votes
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December 30th, 2021
Verified purchase

There is no actual person to talk to. The contact us is bogus, and all they have is an automated system. I've left multiple messages demanding some sort of customer service or even an email or message back via their site and I've gotten nothing. They took my money and they don't care about their customers at all. I even called frontier airlines, who said that Kiwi.com is their travel agency, and there was nothing that could be done to help me at all. Forgive my language but screw frontier and this bogus $#*! travel company.

Tip for consumers:
Don't use this site is my best advice

Service
Value
Returns
Quality

Date of experience: December 30, 2021

Thumbnail of user eliash60
Jordan
2 reviews
3 helpful votes
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November 17th, 2023
Verified purchase

Worst customer service, a "travel agency" focused on ways to steal your money, specially on flight cancellations, if you dont pay the extra funds noted as"guarantee" you will not get the funds of cancelled flight which is globally obliged by the airlines, and the alternative flight they show are more expensive than the airline websites.

Service
Value
Shipping
Returns
Quality

Date of experience: November 17, 2023

Thumbnail of user stevenk1465
Mexico
1 review
1 helpful vote
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August 31st, 2023

I purchased $670 in seat upgrades for wife and I while flying through Europe, never received them, the offered 40$ in compensation.

Kiwi.com is the absolute worst.

Almost a year later and still fighting… they are the worst travel agency out there ….stay far away!

Tip for consumers:
They’re the worst and taking advantage of people, very dishonest

Products used:
Airline tickets

Service
Value
Returns
Quality

Date of experience: August 31, 2023

Thumbnail of user josephx350
California
1 review
0 helpful votes
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December 7th, 2022
Verified purchase

Do not book with Kiwi. My flight was delayed by 14 hours (prompting me to cancel) and they sent me £10 total.

I booked another flight, having lost $700 already, and that one got delayed too, making it physically impossible for me to fly home.

Service
Value
Quality

Date of experience: December 7, 2022

Thumbnail of user ivanad12
Bulgaria
1 review
0 helpful votes
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April 26th, 2021

This is the worst booking company ever. My flight got cancelled because of the virus outbreak and ever since instead of a refund, I received around 3 useless emails from them saying that they are treating my demand. Impossible to reach their customer service. A year and 2 months treating a simple demand, I just don't understand how is this possible? I even got an email with a video of the company director explaining how their staff is working day and night to refund all of the customers whose flights got cancelled because of the pandemic. How can you work day and night for 1 year and still not get the job done, given that it should take maximum 40 min to treat a demand as simple as mine?
I regret so much booking with this company, even if it was the only booking company in the world, I would prefer to walk to my destination instead of booking again with them.

Date of experience: April 26, 2021

Thumbnail of user leonardd154
New Jersey
1 review
0 helpful votes
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March 15th, 2023
Verified purchase

Kiwi does a terrible job of integrating potential cost increases up front. Like sure it'll show you the lowest cost flight up front, but backed behind that are SO many hidden fees that they do not warn you of. Not to mention their documents and emails are not user friendly. Again, not transparent in warnings and reminders. For example, I booked a flight that is typically just 3 hours direct. Kiwi booked two direct flights to my destination and one flight back. Entire thing = $143 - fine sounds reasonable. Come to find out, all flights were Frontier Airlines AND you cannot update baggage on their site once the purchase is made. So, I ended paying in total $278 dollars MORE in just CARRY-ON luggage, a high cost fee for EACH of the flights - 3 total. That is MORE than the original flight tag itself. So total for this whole thing I actually spent $421. Ridiculous. Highly do not recommend using them.

Tip for consumers:
Simply do not use it; it's not worth it. It's more trustworthy to find your own flights via google flights or the airlines website.

Products used:
plane flights

Service
Value
Quality

Date of experience: March 15, 2023

Thumbnail of user connied560
California
1 review
1 helpful vote
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September 15th, 2023

I was told I could change or cancel my flight if I did it in 24 hours, when I tried to do this, they said thats not an option. When I asked for a change of the flight, they can't do that either. Customer service is horrible, don't follow what they tell you directly in text, so I will never ever use them again. Waste of a company!

Products used:
Bought airline tickets

Service
Value
Shipping
Returns
Quality

Date of experience: September 15, 2023

Thumbnail of user sachi.saito628
Japan
1 review
3 helpful votes
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April 19th, 2023
Verified purchase

They do nothing at all; I have a flight in one week which needed to be rearranged by the airline they are not doing anything at all for past two weeks. Their quality of service is definitely the worst and I recommend no one to use them for booking anything even if they seem to give you a good deal.
They've given me a wrong info for the longest time til I questioned them. Not trustworthy at all. Please watch out.

Tip for consumers:
Please do not buy anything from them. You will only suffer and there’s no worth in taking risks

Products used:
Airplane tickets

Service
Value
Quality

Date of experience: April 19, 2023

Thumbnail of user robb765
Canada
1 review
2 helpful votes
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March 9th, 2023

Booked a flight out of Hamilton, ON to Cancun and I purchased the 'guarantee' from Kiwi.com in case of cancellation - which I ended up cancelling the flight due to the snow storms we recently had and most flights were cancelled. They are refusing to refund my credit card and instead give me 'Kiwi Credits' which amounted to $14 dollars! This company is a scam and a joke stealing people's money, I don't ever want to use their services again and would advise anyone from booking through this website - they steal your money.

Tip for consumers:
Don't use Kiwi.com ever

Products used:
I paid for the Kiwi guarantee for extra 90 dollars and the flight was cancelled due to bad weather so I asked for a full refund and they have refused to refund the flight cost back to my credit card

Service
Value
Shipping
Returns
Quality

Date of experience: March 9, 2023

Thumbnail of user alexandrosf1
Missouri
1 review
0 helpful votes
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July 10th, 2021
Verified purchase

Kiwi informed me that my flights were cancelled so I requested a full refund. So far I have only been refunded about half of the amount. The trip was for July 2020 and the refund request was in June 2020. It has been over a year. They are now claiming that one of my flights was not cancelled so they are not obligated to give me a refund. However, I have a screen shot from Kiwi from the day when I requested the refund showing "Cancelled flight" next to both flights. Furthermore, their customer service is horrendous. I can no longer talk with anyone on the phone nor will anyone respond to chat messages. Prior to this I spoke with a couple agents who said I would be refunded the full amount, Nonetheless, here I sit, not fully refunded.

Date of experience: July 10, 2021

Thumbnail of user macishb
Delaware
1 review
0 helpful votes
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May 6th, 2023

They book your reservation with low price but then you are stuck with them for any changes as they give you $10 back and they change their terms and condition to deviate from department of transportation policy. So be aware of these travel agency.

Service
Value
Returns
Quality

Date of experience: May 6, 2023

Thumbnail of user allene86
California
1 review
0 helpful votes
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December 7th, 2021
Verified purchase

I have book many times with this company now I am going to stop booking. I planned a booking weeks ahead of time, the airlines cancels i asked for a fund they said it's up to airline to give refund it can take up to 90 days, I got a answer almost two months they send me a email select payment method it doesn't work I contacted customer service they said time has ran out only credit only.

Tip for consumers:
Stay way from this unless you fly frequently as they may just give you credit and maybe a bonus as a return

Products used:
Tickets to flight

Service
Value
Shipping
Returns
Quality

Date of experience: December 7, 2021

Thumbnail of user williams1383
Indonesia
1 review
0 helpful votes
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July 28th, 2019

All the bad reviews you saw everywhere about kiwi.com is true. It was my first experience to travel far away, i never know that kiwi.com is not a trusted company. Short story, i booked a flight from Kuala Lumpur - Rostov-on-Don on a round trip. Everything went normal from Kuala Lumpur to Rostov-on-Don, but when i want to go back to Kuala Lumpur, they cancelled my tickets by themselves and never return my money until now (already 9 months). When i was in airport to go back, i can't check in because of it. I'm only a student with short budget, the tickets is already expensive, i gave up all my savings, but this happened. I was stuck in Russia for one night until my parents gathered some money to take me back home. What a shame, at least give me my money back, every dollar is worth for me, i'm just a student from developing country

Tip for consumers:
DON'T EVER USE THIS TRAP

Products used:
Round flight tickets Kuala Lumpur-Rostov on Don

Service
Value
Shipping
Returns
Quality

Date of experience: July 28, 2019

Thumbnail of user giuseppes51
Peru
1 review
0 helpful votes
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March 21st, 2022

They cancelled our reservation 16 days after booked, confirmed by Kiwi and fully paid. This was 2 days before the flight. Airline still had seats available at 50% more of course. They must have hoped prices would go down and when they didn't, they simply cancelled us and refused to book the flight.

Service
Value

Date of experience: March 21, 2022

Thumbnail of user jaker164
Michigan
1 review
2 helpful votes
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March 25th, 2022
Verified purchase

Booked 3 round trip plane tickets through Kiwi and upon receiving my confirmation email, discovered that they only gave me a one way. Called immediately to see where the return flight was and was told it was only a one way. Customer service was brutal and had absolutely zero remorse nor would they add the ticket back home or refund the money to look for a new round trip flight. I would recommend to avoid Kiwi at all costs.

Products used:
No e

Service
Returns
Quality

Date of experience: March 25, 2022

Thumbnail of user fabianafernandesc
Canada
1 review
0 helpful votes
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August 13th, 2022
Verified purchase

Horrible, the worst customer service and airline experience I had in my entire life. At first they changed my flight not only time but DESTINATION and when I said I wanted to apply for a refund the argument was that my fare didn't let me to do that? The fare though applies to when I make some change not the airline itself. Also in my way back my flight changed time - they anticipate it! - and they didn't let me know, only so I arrive early at the airport to know that the flight had already left. I had to stay there overnight and pay all expenses out of my own pocket for their own problems. The call center assistants are totally lost and the company lie to you over and over, always putting the blame on the customer. Very disappointing and stressful experience.

Service
Value
Shipping
Returns

Date of experience: August 13, 2022

Thumbnail of user laurag2007
GB
1 review
3 helpful votes
  • Send Message
January 2nd, 2023
Verified purchase

They are layers company messed up with the flights and send us other person ticket the day before flight,when I phoned them up asking to correct the ticket they cancel the flight. Saying cancellation has been made by the carrier not by them, I contacted direct company and received confirmation that the flights are not cancelled. So bought new tickets for the next day flight straight from the direct carrier. Refund also haven't received. Be aware of this scammer. It will cost you your time, nerves and extra money!

Tip for consumers:
Kiwi.com

Products used:
Flight tickets kiwi.com

Service
Value
Shipping
Returns
Quality

Date of experience: January 2, 2023

Thumbnail of user jamesd5278
GB
1 review
0 helpful votes
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February 15th, 2024

Like many others, we're chasing a refund a year after a 'cancelled' flight. I'm not sure the flight ever existed, the carrier certainly insist they've had no contact from Kiwi.com requesting a refund.

The 'help' from Kiwi.com is a load of outsourced agents with poor English and awful stock platitudes. Frankly they could even be bots.

EDIT - refund has finally been granted, after they contacted me RE a bad review on Trip Advisor.

Had to do a lot of legwork to get to that stage, but upgrading my 1* to 2* out of relief it finally happened.

Tip for consumers:
Absolute scam site run from Czech.

Products used:
Flights

Value
Quality

Date of experience: February 15, 2024

Thumbnail of user quentinm35
France
1 review
24 helpful votes
  • Send Message
January 12th, 2021

It s been almost 1 year i m still waiting for assisted refund because my flight has been cancelled from the company! Yes, i payed an extra amount to have fast refund and assisted by the company, that's a big scam... I have the same copy and paste message everytime, i have enough of it! No refund... trying to contact them every month but no answer... i hate that situation! Never use this company!

Service
Value
Shipping
Returns
Quality

Date of experience: January 12, 2021

Thumbnail of user bis
Lithuania
1 review
0 helpful votes
  • Send Message
March 12th, 2022
Verified purchase

They do not do what they promise: at first everything seems to be working, but during the journey they didn't check- us in for return trip-so we had to pay huge airport fees. Never again going to use it!

Date of experience: March 12, 2022

Thumbnail of user jaredk185
California
1 review
5 helpful votes
  • Send Message
February 9th, 2022
Verified purchase

Lies! I bought a ticket through Kiwi and their payment to airline was declined (airline sent me proof of declined transaction). Then Kiwi refused to refund or credit my full fare by lying that the flight was cancelled within one minute of me booking, which it was not, I eventually purchased the same flight through another vendor. I now have to dispute the charge through my bank in order to recoup my money. More time spent

Service

Date of experience: February 9, 2022

Thumbnail of user carlooro2018
Philippines
1 review
0 helpful votes
  • Send Message
June 30th, 2023

Sometime on December 2022, I tried to book a flight with them which did not push through. A note appeared that "due to changes of the rates we cannot proceed". Since i tried booking with them, they have my credit card information. To my shock, the ended up charging me the entire amount of the 2-way flight that i booked.

When you try to call their contact number, you need a booking number to get through a representative. Considering my case, I do not have a booking number, hence, it was impossible to reach them via phone. They do not have an email that you can easily reach them but i tried looking for their email online, sadly none of the 3 emails i wrote to responded.

I advise that you do not deal with this company. This is one of the worst experience I had dealing online. They take small people's money and they do not have a good resolution, nor do they provide help or guidance.

Tip for consumers:
Theyre customer service and systems are terrible!

Products used:
None, they just took my money

Service
Value
Shipping
Returns
Quality

Date of experience: June 30, 2023

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Thumbnail of user andreit10
Andrei T.
Typically does not respond to reviews

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