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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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customer service (509) credit card (95) return flight (54) booking number (57) customer support (58)
Thumbnail of user nikoletai2
Illinois
1 review
0 helpful votes
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September 19th, 2022
Verified purchase

They cancelled the first part of my trip and I needed to cancel my whole vacation. There is no way to talk to someone or receive an explanation. This business should be closed down.
NO REFUND!

Service
Value
Shipping
Returns
Quality

Date of experience: September 19, 2022

Thumbnail of user claytonj51
Hong Kong
1 review
0 helpful votes
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February 21st, 2022

I have booked a flight from HKG to ICN around 2 months ago, and I did check my email and through the Kiwi app for many time, and there were so normal. Till yesterday I arrived airport there was no any notification that telling me the plane has been canceled. After I arrived, I went to ask the staffs in airport, they told me that the plane was canceled long ago. I was so helpless because the CS of Kiwi, were talking like that is none of their business. They refuse to refund and just keep telling me that they did send me the message which was I never received, and telling me due to the 'IT problem' the message didn't send out. It is so ridiculous because they have many way to contact me, phone number, email or though the app, and the funniest past is, it shows I have traveled.

Date of experience: February 21, 2022

Thumbnail of user stefant36
Austria
1 review
0 helpful votes
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November 5th, 2020

Please, do yourself a favor and never book something on kiwi.com. You will never see your money again. Every reply from them is a lie and they try everthing to keep your money even if the airline made a full refund.

#OliverDlouhyKiwiScam #KiwiScammer #ChopUpKiwi"

Date of experience: November 5, 2020

Thumbnail of user ashishp27
Louisiana
1 review
0 helpful votes
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March 28th, 2020

I had booked a Spicejet Ticket from Mumbai to Dhaka on 27 April 2020.
My flight was supposed to start at morning 8:45 AM.
kiwi.com cancelled that ticket and forcing me to take 00:35 hrs flight on 27 April 2020.
They have sent me confirmed ticket for 00:35 hrs flight on 27 April 2020., without my permission.
Are forcing me to catch a flight at literally inconvenient time.
I have told them to cancel the ticket. They did not respond.
I contacted the SpiceJet. The PNR given by KIWI.COM for the ticket does not work and unable to retrieve the ticket at SPICEJET site. I am from Louisiana. I will file a lawsuit against KIWI.COM.
Can contact me at kiwi_dot_com_lawsuit <kiwi_dot_com_lawsuit at protonmail dot c o m

Date of experience: March 28, 2020

Thumbnail of user mirandal141
North Dakota
1 review
0 helpful votes
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June 22nd, 2023

They changed my date forcing me to select a new date charged me again! 2 days later they told me to verify my flyer and told me allegiant wouldn't change his name I called them they changed it for free hours later they told me to pay another 300 to fix the name with Frontier. Frontier had a bogus email address and phone number. I tried to fix it by canceling and only offered me 10 dollars for refund. After I paid for the name change they put my name again trying to get more money!

Products used:
All I received was 3 days of stress crying! I'm still trying to get my child home from the Marines terrible service for my son defending our country.

Service
Value
Shipping
Returns
Quality

Date of experience: June 21, 2023

Thumbnail of user reneeb315
New Zealand
1 review
23 helpful votes
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January 17th, 2020

If I could give 0 I would! Please DONT trust this company
We made a booking for a Jetstar flight Tokyo to Gold Coast for $2100
We then got an email once they had taken $2100 from our credit card the next morning to say they would not release the tickets to us unless we paid another $800 - bit like a ransom
The only way we could get a refund alternatively was to wait 10 days
In the meantime the original flights had gone up and we missed out
Please don't book with kiwi.com

Date of experience: January 17, 2020

Thumbnail of user andersonr13
GB
4 reviews
3 helpful votes
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September 7th, 2018

I've lost 2 flight thanks to Kiwi and had to book a hotel waiting for another flight that I paid by myself, of course. Altogether I've lost more than 500$.
Kiwi refunded me almost a quarter of this money.

DO NOT BOOK WITH THEM!

They didn't seem to care to much about the bills I've sent them for refund.

Date of experience: September 7, 2018

Thumbnail of user mirkom14
Ireland
1 review
0 helpful votes
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February 9th, 2022

Kiwi.com is the worst company company ever I purchase ticket whit them...
You can't get costumer service before you cancel trip after you cancel the trip they refund you 10e.
I don't recommend this company at all
Stay away from them

Date of experience: February 9, 2022

Thumbnail of user patricioo4
AE
1 review
0 helpful votes
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August 9th, 2021

ONLY ONE MORE OF THE MILLIONS OF RIPPED OFF PEOPLE BY THIS ETHIC LESS COMPANY!
WILLING TO JOIN ANYONE ON THE BATTLE TO BRING THIS THIEVES DOWN. IN PROCESS TO FILE A FORMAL COMPLAINT IN THE UAE TO SEE IF AT LEAST HERE THEY APPLY A BIT OF LAW AND JUSTICE! IF SOMEONE NEEDS MY VOICE TO JOIN THEM ON ANY FIGHT AGAINST THEM I'LL ALWAYS WELCOME TO CONTACT ME *******988

Tip for consumers:
DO NOT BUY TICKETS THERE

Products used:
travel agancy

Service
Value
Shipping
Returns
Quality

Date of experience: August 9, 2021

Thumbnail of user scotts1273
Illinois
1 review
1 helpful vote
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March 15th, 2020

The customer service is absolutely trash. Booked a $2100 trip with multiple airlines and due to coronavirus everything was canceled. They offered a £11 refund. OUT OF $2100?!?!?!? Even though airlines were the ones to cancel & when called directly were willing to offer us a full refund. The only problem was that Kiwi technically "bought" the tickets with their "card" so the refund could never go to us. Ridiculous. Kiki phone reps were no help at all & not willing to reason. This company is a scam. Would give it 0 stars if I could! SAVE YOURSELF AND STAY FAR AWAY FROM THEM!

Tip for consumers:
Dont.

Service
Value
Shipping
Returns
Quality

Date of experience: March 15, 2020

Thumbnail of user lt283
Indonesia
1 review
0 helpful votes
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July 1st, 2023

I have had automated, repeated responses that are no help whatsoever and do not even answer or acknowledge my statement or questions - worst customer experience and service I have ever had and I work in Customer Experience myself. I would never treat a customer this way. I booked and paid extra for a 'flexi' flight but upon receiving my booking my flight is non-refundable and the extra money paid ($300 AUD) gets me absolutely NOTHING and they refuse to help. I would never use this pathetic excuse for a company again and this is a terrible start to my European holiday. Complete waste of time and money dealing with these robots.

Service
Value
Shipping
Returns
Quality

Date of experience: July 1, 2023

Thumbnail of user nourddinea1
Canada
2 reviews
0 helpful votes
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August 18th, 2022

I bought ticket I put the preference date but they gave me different date and after I realize I want to change they charged the total amount of 585 euro and they gave me 10 euro back and I paied 1096 euro for new ticket and few hours later they canceled and they said I did it my self. I didn't di any cancellation and they took entire amount. Avoid this site. They are scam and fraud

Tip for consumers:
Avoid this site

Products used:
Ticket

Service
Value
Shipping
Returns
Quality

Date of experience: August 18, 2022

Thumbnail of user chandana.k115
India
1 review
0 helpful votes
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August 11th, 2023

I had booked flights from Bengaluru to Mumbai via kiwi.com(Akasa airlines)
I got to know that my flights were cancelled only during the check-in in Airport. No mail or message or call was received about the flight cancellation.

Akasa airlines manager said that the contact info which they had received from kiwi.com was incorrect and it's not their fault.
And finally I have to book flight paying 6x price since I had connecting flight to catch.
Overall worst experience

Service
Value
Shipping
Returns
Quality

Date of experience: August 11, 2023

Thumbnail of user waqara42
GB
1 review
0 helpful votes
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October 26th, 2022

I paid for a booking. They then sent me a message saying one of my flights legs had been canceled. They said I had to cancel my whole trip because of this. When I went directly to the airline the flight was available. Kiwi said cancel the whole lot, wait 3 months for a refund and they didn't know how much I would be refunded. You can't talk to anyone by phone or chat. THIS IS A SCAM COMPANY. DO NOT USE THEM.

Products used:
airline bookings

Service
Value
Shipping
Returns
Quality

Date of experience: October 26, 2022

Thumbnail of user robertaf65
Switzerland
1 review
0 helpful votes
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October 23rd, 2020

My outbound flight got cancelled and I had to rebook the flight paying an additional 150euro. Then the inbound flight Was cancelled and I did not receive any notification. Therefore I lost my money. I definitely do not recommend it!

Date of experience: October 23, 2020

Thumbnail of user mostafar11
GB
1 review
0 helpful votes
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December 24th, 2020

Never, ever, ever deal or buy a ticket from KIWI.com. They are the biggest thieves I have ever seen. I bought a ticket from them to fly from London to Istanbul. Both countries are in lockdown due to COVID and they are not allowing people fly out or fly in. Kiwi does not want to refund the ticket amount. I hope and pray they get out of business.

Date of experience: December 24, 2020

Thumbnail of user juliet483
Philippines
1 review
0 helpful votes
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February 18th, 2020

KIWI.COM is not reliable. I almost booked a flight with them today from Bangkok to Doha Qatar via Indigo Airlines on March 18,2020. Good thing i contacted Indigo Airlines directly before i proceed with the booking. As per Indigo Airlines "Flights on these dates are not available". I also talked to one of Indigo Airlines' staff just to make sure there is an available flight on my preferred date and they advised me to not proceed with the booking for i might have a problem later on. INDIGO TOLD ME THAT THERE'S NO FLIGHT SCHEDULES FROM MARCH 1 TO 28 2020 BUT WHEN YOU CHECK IT ON KIWI.COM'S WEBSITE, THERE IS A FLIGHT SCHEDULE AVAILABLE FOR INDIGO AIR. Careful guys.

Date of experience: February 18, 2020

Thumbnail of user astridc16
France
1 review
0 helpful votes
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March 19th, 2021

I have booked a flight to the Philippines that got canceled because of the pandemic. I just hung up with the airline company which assures me that they have reimbursed Kiwi.com months ago! WHERE IS MY MONEY?

Service
Value
Shipping
Returns
Quality

Date of experience: March 19, 2021

Thumbnail of user sidlauskaitejurate
Lithuania
1 review
0 helpful votes
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September 15th, 2023

Customer service is terrible! They trying to convince me that this is actually me ordering wrong ticket, but after asking to provide proof it ends with messages back and forward with no results! I remember selecting one flight but somehow it ended that I reveived email with another flight details. I was asking to change as it is ok for me, but they just refering to their T&C and just verbaly trying to convince me that it was actually ordered by me (maybe I missed something, but where is the proof?). Then they trying to send me to airlines directly pretending that they can't do anything by themselves. While airlines explaining that actualy kiwi.com has control over the tickets. They are not reliable company which just will push back your issue with even no thinking how to try to solve situation.

Products used:
Flight tickets

Service
Value
Returns

Date of experience: September 15, 2023

Thumbnail of user annw728
Belgium
1 review
0 helpful votes
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March 13th, 2022

Kiwi has cancelled my flight with United Airlines without notice. They had offered a cheaper ticket with a fictive return flight (only needed a one way). The return flight got cancelled so they cancelled my whole trip, while the on flight (the only one I needed) was still on. The flight was not only not cancelled, it had still plenty of seats, as confirmed by United Airlines. Had to buy a whole new ticket and had to spend 1300 EUR due to that. The cancellation insurance will not cover, since the flight was NOT cancelle. Helpdesk at Kiwi kept on insisting the flight was cancelled. Nevertheless I was on it the next day, only had to pay the 1300 EUR more. Kiwi.com is simply a scam. You should not use this booking provider.

Date of experience: March 13, 2022

Thumbnail of user roya161
Canada
1 review
0 helpful votes
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October 15th, 2021

Not sure how but I booked a flight through KIWI.COM (through SkyScanner somehow). Regardless, WestJet cancelled their flight and refunded all their customers their money (I know as my friend who was accompanying me luckily booked directly with WestJet). KIWI.COM on the otherhand rebooked me on a totally different flight that involved an extra stop and 8 extra hours of flying time. First they don't accept phone calls more than 2 weeks before takeoff, and the first text complaint took two weeks for a response on my cancellation request. But they then repeatedly insisted their policy is as long as the rebooking is within 24hours of the original it's ok. Terrible company to deal with.

Tip for consumers:
If nothing ever changes after you get your tickets you're probably OK. If not, KIWI, assuming you can reach them at all, will deny any responsibility for doing anything. Basically, customer support is nonexistent - once they have your money, they're keeping it.

Products used:
None

Service
Value
Returns

Date of experience: October 15, 2021

Thumbnail of user fabriziod4
Italy
1 review
0 helpful votes
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October 9th, 2019

I am very disappointed by the way they handled my situation. I booked a flight to Europe, a same day flight due to an emergency. And a return flight one week later. I got confirmation for the booking of the return flight within minutes while the inbound flight was not confirmed after one hour. I called the customer service and they kept saying they were still processing with the airline and not to worry. This went on from around 10am to 5pm (I called 4 or 5 times in between). Finally, at 5pm they sent me an email saying that they could not book my flight, due to a technical error. Even after I called again, they would not book my flight, nor give me a refund for the return flight. Note that I was supposed to leave at 9pm on same day. I was finally able to book that flight myself through the airline. However, I found the experience very unpleasant and very unprofessional on their hand.

Date of experience: October 9, 2019

Thumbnail of user christianw238
Spain
1 review
4 helpful votes
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December 25th, 2019

The way the booking are made is fine if you don't need any extra like a luggage,
I have booked 3 flight through kiwi a flight to Ryan air, first 2 with the transit could not get my boarding pass so I had to pay an extra 300 euro for my wife and I for the 2 connecting flight 55 euro ×2 plus luggage on two flight
For my return try to be extra attentive in order to get boarding pass + luggage to find out that 36 h before departure you can add a luggage but can't acces to any ticket or change on booking only 24 h departure, someone can explain me how this works out? Paid over 1000 euro for initial ticket and an extra 500 on top to get anything I need, try to avoid Esther kiwi or Ryanair proper scam

Date of experience: December 25, 2019

Thumbnail of user sabina.kopacz
Ireland
1 review
0 helpful votes
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September 23rd, 2023
Verified purchase

I bought tickets from kiwi.com one of the ticket was with connection. From Zakynthos to Milan and from Milan to Dublin. 1st fly was delayed over one hour, 2nd fly was on time. I had 1:15h to swap the fly. Because of delay first fly I didn't make 2nd. I had to pay extra 100€ (for 2 people 200€ in total) for new ticket in Milan, for next fly I had to waiting over 7hrs. I lost fly, I lost ticket for bus from Dublin, I spend all night on the floor because was barely few seats in Milan airport but there were hundreds of another people. I spent extra money for something to eat and drink. I got notification about delay just one hour before fly. Nobody offered me different options, no help, no refund! Such a scammers. I won't never again buy fly from kiwi.com.

Date of experience: September 23, 2023

Thumbnail of user donovank25
Croatia
1 review
0 helpful votes
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March 30th, 2022

Kiwi.com is a scam company. The airline refused to let me board due to a "hidden destination" on the system. I had to buy a new ticket last minute (extra fees) and it's been 4 months with no refund.

Tip for consumers:
Avoid

Products used:
Flights

Service
Value
Shipping
Returns
Quality

Date of experience: March 30, 2022

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