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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
74
View ratings trends
417
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Reviews (2,162)

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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 frankensteinruo
Japan
1 review
0 helpful votes
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June 20th, 2023
Verified purchase

I had a trip from Melbourne to Tokyo, to Helsinki, to Switzerland, to Greece booked through Kiwi.com.

Melbourne -> Tokyo -> Helsinki got cancelled, and they refuse to provide a partial refund. So they probably just pocketed my money after the airline issued the refund.

Tip for consumers:
They offer no solutions to your problem.

Products used:
Kiwi.com

Service
Value
Shipping
Returns
Quality

Date of experience: June 20, 2023

Thumbnail of user rozilio100
Israel
1 review
0 helpful votes
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September 12th, 2023

Stop lying, my fiance accidentally clicked cancel for 2 tickets for a total of 1000 dollars, 5 minutes later we sent a message that it was a mistake, but you are inhumane, you canceled the 2 tickets for us without mercy, without a human photographer. We immediately asked that it was a mistake and you were not willing to give up on us. With the push of a button we threw away 1000 dollars.

Products used:
Kiwi flight

Service
Value
Shipping
Returns
Quality

Date of experience: September 12, 2023

Thumbnail of user dominika7
Germany
1 review
0 helpful votes
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June 19th, 2019

What a scam: Kiwi advertises the cheapest prices for train tickets in Germany that they can never deliver for that price.

I contacted them about when my ticket will be confirmed since they never confirmed it. Only then they replied that the price had doubled and I would have to pay additional money to get it. By that time the tickets on all other platforms doubled, as well. If I would have booked at another platform right away, I would have saved a lot of money. What a f*** up! I wish I wouldn't have found kiwi!

Date of experience: June 19, 2019

Thumbnail of user colbyl87
California
1 review
0 helpful votes
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November 22nd, 2022

I booked a flight through Kiwi and changed my mind within a few hours. I tried to cancel online and the only option was to receive a refund of $10 for my $200 flight. I tried calling and was told the $10 was my only option. I mentioned that I just booked the flight within the previous 24 hours, and per U.S. law they are required to refund me for the full booking without penalty. Although I am a US resident, currently in the US and purchased a domestic flight, they said they are not subject to US law(despite showing a US address on their website) or any other country and only follow kiwi terms and conditions which only allow for a $10 refund. I spoke to someone named "Mark" in the Czech Republic, who would not provide a last name, employee number, supervisor name or any other identifying information. I requested to speak to a manager and he stated there were no managers available. Avoid this company at all costs.

Products used:
Travel

Service
Value
Shipping
Returns
Quality

Date of experience: November 22, 2022

Thumbnail of user jk.krokedal
Norway
1 review
0 helpful votes
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June 23rd, 2023

Everything that could go wrong did go wrong, and the company was not to be contacted. Also got 4 different booking references for 3 consecutive stops to get the final destination (which we didn't do). When we booked the trip, it was stated that we received checked baggage + hand luggage for everyone (6), when the payment was completed, there was no checked baggage and only 3kg max for hand luggage. For several weeks we tried to contact them about checking in luggage, but were unable to do so, and in the end they stopped answering both emails and phone calls. We were delayed on the first flight, which prevented us from reaching the next flight and thus we were stranded, while the company would not do anything since we did not pay even more when we booked for a guarantee. There was therefore no possibility of refunding the trip either. Is not recommended. NEVER TRAVEL WITH KIWI, they will scam you for money

Service
Value
Returns
Quality

Date of experience: June 23, 2023

Thumbnail of user volkany2
Connecticut
1 review
1 helpful vote
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July 13th, 2019

The customer service is horrible, they can not speak English. We canceled our flight after 1 hour they charged $690 dollars. They don't even listen to you. But let me tell all of you please call your your credit card company and cancel the transaction. Please note: do not over 24 hours to call them. Thanks to my credit company.

Date of experience: July 13, 2019

Thumbnail of user uzoamakam
GB
1 review
0 helpful votes
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November 18th, 2022

These are scammers, they'll make you think your flights are protected with the extra paid insurances to protect your flights but even when you want a change and can see the availability of a change on your search, they still will not give you that availability, all the availability they provide you with is only to ensure you loose that payment as they are absolutely unworkable.

Tip for consumers:
DO NOT USE THIS SITE THEY ARE FRAUDS

Products used:
NONE

Service
Value
Shipping
Returns
Quality

Date of experience: November 18, 2022

Thumbnail of user veras37
GB
1 review
0 helpful votes
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February 19th, 2019

A word of advise DO NOT EVER USE KIWI.COM. Completely misleading customers by selling cheap tickets but do not advise you that those are separate tickets (if stop over is required), leaving you with a non transit status. Guarantee they offer means nothing as they take no responsibility for their actions and pay no expenses they promised to cover. Got stranded at the airport and had to cover all expenses myself. Kiwi failed to cover anything.

Date of experience: February 19, 2019

Thumbnail of user emilya694
North Carolina
1 review
0 helpful votes
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February 17th, 2023
Verified purchase

My grandmother is passing and I accidentally got a flight for Monday, not Saturday, which I intended. I spoke to a representative on the phone and tried to change my flight and/or cancel it to buy another Kiwi flight for the date I wanted but they said I couldn't get a refund. I just want to see my grandmother before she passes and now I do not have the money to do so. Thanks kiwi.

Service
Value
Shipping
Returns
Quality

Date of experience: February 17, 2023

Thumbnail of user rutam6
Spain
1 review
0 helpful votes
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February 27th, 2023

The couldn't confirm check in last minute. My flight is tomorrow, and I cannot go, because of their technical issues. When contacted customer service, I got told that 'yeah we cannot do anything about it, you can buy another ticket :)' . AVOID KIWI

Tip for consumers:
The couldn't confirm check in last minute. my flight is tomorrow, and I cannot go, because of their technical issues. when contacted customer service, I got told that 'yeah we cannot do anything about it, you can buy another ticket :)'. AVOID KIWI

Products used:
FLIGHT BCN-RIX

Service
Value
Shipping
Returns
Quality

Date of experience: February 27, 2023

Thumbnail of user tannars
Canada
1 review
0 helpful votes
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November 5th, 2022

I had purchased tickets to Mexico from Toronto through Kiwi Flights. With 2 months before our trip Kiwi flights had canceled our flight due to not enough sales. Mind you this is during holiday season for NYE and post pandemic. I had requested for my refund and waited for a response back. It has now been almost 12 months and I have not received any word or my refund.

Date of experience: November 5, 2022

Thumbnail of user joshd111
Michigan
1 review
1 helpful vote
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July 7th, 2018

Booking number *******:5 days before my trip to Madrid I receive an email from Kiwi stating that my flight has been changed 6 hours after the original landing time. This means not only did I pay for an extra day of my hotel, but I'm missing 1 of the 3 days of a festival I was attending.

I've spent over 3 hours on the phone today alone trying to book a earlier flight and the best that I've been offered is a change of flight at over $650 difference, even though their website offers an earlier flight for only $100 difference.

I was told I would receive a callback from a manager and I got a call from someone who literally didn't speak a word for a minute and hung up. I was promised a followup email on an alternate flight and have received nothing.

I will never make the mistake of not booking directly through the airline in the future.

Date of experience: July 7, 2018

Thumbnail of user damiang55
GB
1 review
0 helpful votes
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July 22nd, 2021

Shambolic approach to compensating customers in relation to COVID
Weeks turn to months and nobody responds to your enquires.
We finally received a compensation/ refund from our £1300 flights that kiwi had cancelled
And it was an eye watering £293
So who pocketed the rest?
And how do they get away with it?
Check out there Facebook page and staggering stories of horror about how they tuck families up
Absolutely shocking

Date of experience: July 22, 2021

Thumbnail of user adnana54
Virginia
1 review
1 helpful vote
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September 30th, 2020

This company should be shut down and sued for taking scamming people!
Kiwi stole money after booking flights on a airlines that aren't operating and they know about it. We all should unite and sue them. We need to support each other to shut it down. How can this be an allowed business and legit when it s actually the opposite of it...
Together, we can send KIWI CEO to jail!

Date of experience: August 31, 2020

Thumbnail of user prisi2000
California
1 review
0 helpful votes
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June 2nd, 2023

I booked an itinerary using GOOGLE FLIGHTS, not knowing that Google ends up redirecting you to other websites to make the actual purchase. I put a 24 hr hold on a price (freeze) for $27.00.

Next morning I go in with the code KIWI provided to proceed with my booking and I got a message saying "Sorry, your freeze has expired". It had been 16 hrs, not 24...so this was a total lie.
This and the fact that I read about people paying for extras that where not honored by the airline discouraged me from buying anything through them. I went directly to the airline and got my tickets there.
Airlines nowadays have the same prices and all the fees are disclosed and explained there. At Google Flights, it is harder to see them - like I never saw the alternatives for baggage or seats, which were WAY more clear at the airline website.
So I lost my $27 - they were good for nothing.

Products used:
none

Service
Value

Date of experience: June 2, 2023

Thumbnail of user stefanh168
Germany
1 review
1 helpful vote
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February 3rd, 2024

The relevant Information on the eticket is printed in very small size. Moreover there are several booking numbers on it. One of kiwi and others of the carrier. Easy to make mistakes when you these numbers for online check in which kiwi does not provide for all flights booked using kiwi. Intransparency about luggage costs. Everything that does not fit under seat will be charged with penalties at the Airports.

Products used:
Flight ticket

Date of experience: February 3, 2024

Thumbnail of user marcelom34
Brazil
1 review
1 helpful vote
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July 13th, 2019

I bought a duplicate ticket because the site did not confirm the first purchase. Days after the purchase and well before the flight I realized the duplicity of charge on my card and I contacted them. Of the more than 20 emails that I exchanged with them, they gave me ONLY 29.92 euros of the 536.63 expenses.

Date of experience: July 13, 2019

Thumbnail of user khawlae
Poland
1 review
3 helpful votes
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July 8th, 2021
Verified purchase

After paying for my trip with Kiwi.com I had a look at the ratings and reviews and I was shocked to see so many negative ones. I kept faith and didn't cancel my trip.
Kiwi.com did literally everything for me and I didn't upgrade to any premium package. I had several flights with transit and Kiwi did the Check-ins for me, sent me my boarding passes, recommended what documents to prepare for every flight, warned me about Covid procedures, etc.
I cannot find anything negative to say about them really. I recommend them to everyone!

Date of experience: July 8, 2021

Thumbnail of user maryams55
California
1 review
0 helpful votes
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July 25th, 2022

Stay away from this company. I lost $1400 because they sold me a fraudulent ticket without taking responsibility. Stay away from them and buy your ticket directly from the airlines. Kiwi is running scams.

Date of experience: July 25, 2022

Thumbnail of user yesimjaden
Spain
1 review
1 helpful vote
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March 15th, 2020

They are not refunding your money back when the country you'll fly to has restricted its entries. Like you decided to cancel your flight because you wanted to, there is a pandemic! They say it's not health related, then explain me what is!

Date of experience: March 15, 2020

Thumbnail of user andreim16
GB
1 review
8 helpful votes
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December 13th, 2019

Very poor service and not helpful at all when is coming to do cancellations or to change your flight (to change your flight you have to buy new one and after cancel your old flight wich is a big problem to get your money back after). They don't tell you exactly how much you will get back. Just you can choose from 2 options wich from the start are telling you can get 0 £, and even if you pay them 17£ for that pretend job! Shameful company, Don't recommend!

Date of experience: December 13, 2019

Thumbnail of user timav
California
1 review
0 helpful votes
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July 11th, 2022

Do not trust this company. I booked flights for my mother through Kiwi.com. Kiwi made an error and my mother was not allowed to board. She had to buy another ticket. I have contacted Kiwi and they refuse to give a refund even though it was their error.

Tip for consumers:
The website will search for the best deal, however, you may end up paying more. In my case, my mother had to pay for another ticket because of their error.

Service
Value
Returns
Quality

Date of experience: July 11, 2022

Thumbnail of user aprila319
Indonesia
1 review
0 helpful votes
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November 6th, 2022

KIWI & AIR ASIA are connected. Both agencies have despicable reputations. Last minute cancelled flights, refund policies not honored, inability to speak with a real person & responsible for stealing thousands of dollars from customers who purchased tickets & had portions of their flights cancelled making it impossible to make connecting flights. I find it impossible to even give them a 1 star rating but have no choice in order to submit this review.

Date of experience: November 6, 2022

Thumbnail of user serenab112
GB
1 review
0 helpful votes
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December 21st, 2022

Horrible company.
I booked a flight. They had a technical issue and cancel the booking. The price of the flight is 70£ more but they didn't give me any compensation for this.
Also once the refund is turn into credit you can't get the refund in your card.
I called the customer service and they couldn't do ANYTHING.
DON'T USE IT!
Waste of money

Tip for consumers:
DON'T

Service
Value

Date of experience: December 21, 2022

Thumbnail of user jiep2
California
1 review
0 helpful votes
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August 12th, 2021

Their refund policy is pretty bad
Their refund policy is really bad. They let you wait over a year. Even when government announced travel restrictions during COVID pandemic and the countries have closed the boarders but they refused to refund me. After chasing them for half year they just issued me 15% refund… be careful! They will take your money and don't give you back even when the flights were cancelled due to pandemic. They'll say they are working on it and give them 6 months but by the time, you won't be able to claim/dispute with credit card company.
Flight ******* with Norwegian air and Ryan air.

Tip for consumers:
Took money, cancelled flight - no refund

Products used:
Their refund policy is pretty bad
Their refund policy is really bad. They let you wait over a year. Even when government announced travel restrictions during COVID pandemic and the countries have closed the boarders but they refused to refund me. After chasing them for half year they just issued me 15% refund… be careful! They will take your money and don’t give you back even when the flights were cancelled due to pandemic. They’ll say they are working on it and give them 6 months but by the time, you won’t be able to claim/dispute with credit card company.
Flight 110575542 with Norwegian air and Ryan air.

Service
Value
Shipping
Returns
Quality

Date of experience: August 12, 2021

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