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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

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Positive reviews (last 12 months): 0%
Positive
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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 janel588
Pennsylvania
1 review
0 helpful votes
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April 21st, 2022

The customer service for this company is terrible. It is impossible to talk to anyone until just before your trip. The description of flight charges are unclear. I was charged for baggage when my flight actually included a free checked bag. The company would not consider refunding part or all of my $400 for both my husband and myself. $200 a bag seems exhorbitant.

Tip for consumers:
Do not use Kiwi.com to book travel

Products used:
travel arrangements

Service
Value
Returns

Date of experience: April 21, 2022

Thumbnail of user mikec1509
Arizona
1 review
3 helpful votes
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January 20th, 2021
Verified purchase

We had our mid April, 2020 flights canceled due to Covid. Do you think we have gotten our refund back for the canceled flights? The answer is no. We even paid them extra money to expedite the refund. What a waste in every way possible.

I would avoid them at all costs. They are difficult to communicate with.

If there was a zero star rating that's what I would have selected.

Tip for consumers:
Do not use.

Products used:
Plane tickets that were unused due to COVID.

Service
Value

Date of experience: January 20, 2021

Thumbnail of user tishr4
New Jersey
1 review
0 helpful votes
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March 2nd, 2021

My flights were cancelled because of the pandemic, Flybe ceased operations and there was an international travel ban. Still waiting for a refund. I booked January 20,2020 and I was scheduled to travel in April 2020. I don't know why they're holding my money hostage. Makes no sense! All my friends that booked directly with the airlines were reimbursed a year ago! I don't understand why there is a delay in processing this. I worked in tourism and I understand it's a tough time but a lot of us won't be able to travel for a very long time and could use the money. Especially those of us that lost their jobs due to the pandemic :(

Tip for consumers:
Seek similar services elsewhere.

Products used:
Booked two flights

Service
Value
Shipping
Returns
Quality

Date of experience: March 2, 2021

Thumbnail of user sahanda
Singapore
1 review
1 helpful vote
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October 17th, 2018

I searched for a round trip ticket from Singapore to Perth on Skyscanner.com. The best price was 385 SGD offered by kiwi.com. I proceeded to their website, made the purchase and authorised 385 SGD purchase. I received an email that my transaction was being processed. After 10 mins, I received a confirmation, e-ticket and Invoice for 485 SGD. During the 24 hours before and 24 hours after, the price never exceeded 430 SGD on Skyscanner. I contacted them immediately regarding their fraudulent transaction but they kept sending grammatically incorrect emails denying the transaction was authorised for 385 SGD.

Date of experience: October 17, 2018

Thumbnail of user hannyr
Spain
1 review
0 helpful votes
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October 24th, 2022

The worst customer service I've encountered, they canceled a flight that was refundable and provided me with a refund of 10 euros for a flight that cost 630 euros. They didn't give me any solution to the problem, I'm trying to get some help from customer service but their answers are robotic and make no sense!
This company stole 600 from me, there is no other way to describe it, a shocking experience

Date of experience: October 24, 2022

Thumbnail of user ricardop140
Texas
1 review
0 helpful votes
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September 1st, 2021
Verified purchase

I bought a ticket with kiwi from Dallas to Germany, got to the front desk the day of the flight and was not able to take my flight because they (kiwi.com) bought my ticket with a different destination and did not notify me! I lost my flight and my money and the only answer that they could give me was sorry. They told me that they are going to contact me back and I am still waiting. Please please don't use this company, save your money.

Date of experience: September 1, 2021

Thumbnail of user azrag4
GB
1 review
0 helpful votes
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June 30th, 2022

My flight was cancelled, and they offered me alternative flights starting with a £300 difference, which was the same price as they would be straight from skyscanner. They only offered me a £60 refund from the £253 I spent on the ticket. Couldn't get through to customer services. This is daylight robbery. £253 down the drain for a flight that was cancelled! It wasn't my fault, I didn't ask to change or cancel my flight. I feel completely conned out of the money.

Tip for consumers:
Don't use

Products used:
Flight

Service
Value
Shipping
Returns
Quality

Date of experience: June 30, 2022

Thumbnail of user russelt20
California
1 review
1 helpful vote
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June 5th, 2023
Verified purchase

I bought a ticket for October 2022 flight but was cancelled by airline due to weather condition. I called the airline and was told they're refunding the money within 6 months and even provided me a refund reference number. And when I messaged Kiwi.com they said they had not received anything yet from the carrier up to now-June 2023! Clearly they are witholding the money and not even issued another ticket. They are totally scamming people out of their money. No services provided

Service
Value
Returns
Quality

Date of experience: June 5, 2023

Thumbnail of user adilm58
India
1 review
0 helpful votes
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November 7th, 2023

Avoid this site to book ur airline tickets. First they failed to check me in and second at airport had to pay again for the luggage as they did not update my payment. Inspite of being promised a refund i have been denied refund for stupid reason. Completely avoid this site for booking.

Service
Value
Shipping
Returns
Quality

Date of experience: November 7, 2023

Thumbnail of user mona.mahingostar
Austria
1 review
0 helpful votes
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November 8th, 2023
Verified purchase

I booked a ticket for my mum (citizen of Cyprus) from Vienna to Dubai with a two hour stop in Riyadh (Saudi-Arabia). As she arrived in Riyadh she had to pay an entry Visa to Saudi-Arabia and go through the immigration area, get her checked baggage and check herself again in for her next flight. The whole situation ended up with the chaos that she couldn't reach her next flight and we had to buy her a new flight to Dubai. She needed special assistance and the service was stopped in Saudi Arabia so we had to make international phone calls to Saudi to ask for the service again.
Kiwi's mistake was to offer the flight although it was clear that the two hour time would never be enough to reach the second flight.
I was always a fan of Kiwi.com but after this incident I will never book through Kiwi again and want everyone also to know that.

Service

Date of experience: November 8, 2023

Thumbnail of user tiliag
Wisconsin
1 review
1 helpful vote
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June 10th, 2018

This was the worst trip I have ever booked. I wish I would have read reviews before booking with this site. They did not update my original itinerary so I missed my flight. I had to pay for the hotel that I booked for the night and the rebooked flight was ridiculous. I had 4 stops vs my original booking which would have been 2. Getting a hold of a customer service representative will take you at least an hour along with the other 2-3 hours you will be on the phone with them. If you can help it do not book with kiwi.

Date of experience: June 10, 2018

Thumbnail of user williamh2094
Saudi Arabia
1 review
0 helpful votes
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September 29th, 2020

When airlines change their flights they make you pay for new changes and no refunds on the one's you paid for. That is daylight robbery.
We all know they get some of the money back but they make idiots out of us to believe that they don't

Date of experience: September 29, 2020

Thumbnail of user byronx3
Thailand
1 review
0 helpful votes
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November 6th, 2022
Verified purchase

In the past month I had two bookingswith Kiwi.com. During the first booking, Kiwi or the airline changed my flight without my consent. During the second booking, I got stranded on an island due to a typhoon and was not going to make my upcoming flight. Kiwi was unable to help me in both cases. Luckily, I contacted the airline directly each time and got my flight changed at no charge. I will never use Kiwi again.

Tip for consumers:
DON'T BOOK WITH KIWI.COM! If an event happens beyond your control, Kiwi will not help you unless you pay more money.

Products used:
Booking a flight.

Service
Value
Shipping
Returns
Quality

Date of experience: November 6, 2022

Thumbnail of user dianam303
Germany
1 review
2 helpful votes
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July 3rd, 2019

My daughter booked with them Berlin-Nuremberg-Sofia 2 of Mai 2019. Because of the bad weather there were delete from Berlin, and the connection was lost, and when we tried to contact kiwi.com we discovered we can not contact them! The rest of the passengers received free tickets, free hotels and food, but no and my daughter! Because KIWI.COM did not respond at the phones what they give us. It was not offered any solution and the child was bought a new ticket. I did cancel the payment with my credit card. Never-ever Kiwi.com!

Date of experience: July 3, 2019

Thumbnail of user deepjandoria
Canada
1 review
0 helpful votes
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July 14th, 2023

I booked a fight from Fayetteville, AR to Edmonton, AB which had 2 flights with a connection at Nashville. When I checked-in online a day before my departure, the airline called me and informed that the third party provider (kiwi.com) used a fraudulent method/card to make payment to the airline and my booking is therefore cancelled. I contacted kiwi.com and asked help with this. I was told by the Kiwi agent that they will definitely book an another ticket for me and apologized for the inconvenience. To my surprise, next morning (the day of my departure) I got an email by kiwi.com that they were unable to book a ticket for me and I was left stranded without any flight. You have the worst service and very unprofessional staff indeed. I will never book with kiwi.com in future and would also refrain my knowns from booking with you.

Tip for consumers:
I booked a fight from Fayetteville, AR to Edmonton, AB which had 2 flights with a connection at Nashville. When I checked-in online a day before my departure, the airline called me and informed that the third party provider (kiwi.com) used a fraudulent method/card to make payment to the airline and my booking is therefore cancelled. I contacted kiwi.com and asked help with this. I was told by the Kiwi agent that they will definitely book an another ticket for me and apologized for the inconvenie

Products used:
I booked a fight from Fayetteville, AR to Edmonton, AB which had 2 flights with a connection at Nashville. When I checked-in online a day before my departure, the airline called me and informed that the third party provider (kiwi.com) used a fraudulent method/card to make payment to the airline and my booking is therefore cancelled. I contacted kiwi.com and asked help with this. I was told by the Kiwi agent that they will definitely book an another ticket for me and apologized for the inconvenience. To my surprise, next morning (the day of my departure) I got an email by kiwi.com that they were unable to book a ticket for me and I was left stranded without any flight. You have the worst service and very unprofessional staff indeed. I will never book with kiwi.com in future and would also refrain my knowns from booking with you.

Service
Value

Date of experience: July 14, 2023

Thumbnail of user markr3821
GB
1 review
0 helpful votes
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February 25th, 2024

Dreadful. My account showed that I had no trips planned: even though I had paid. I tried for days everything suggested by FAQ's and chatbots. All their instructions were incorrect. Annoyingly one would refer you to the other. I needed to speak to a human to sort a very simple problem out to add an extra email too. Ther are no human operators or phone numbers that work. They say that there are. There aren't, they are lying. In the end I had to sort my check ins manually at the airports. I am a frequent flier and have never encountered a site like this before. So I you ever think that you could encounter a problem when booking flights NEVER BOOK WITH KIWI!

Service
Value
Returns
Quality

Date of experience: February 25, 2024

Thumbnail of user ajs128
Wisconsin
1 review
0 helpful votes
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October 4th, 2022

I booked the flight one way and the way back was not available anymore. I literally canceled the ticket in 3 mins and they totally me it's non refundable. Shame on you to have a business like that. I hope you as a business owner get to experience same thing to realize how hard it is to go thru this process.

Tip for consumers:
Please don’t use this website

Products used:
Nothing

Service
Value
Shipping
Returns
Quality

Date of experience: October 4, 2022

Thumbnail of user marcus4ever
Albania
1 review
0 helpful votes
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October 23rd, 2023

My next flight got cancelled while I was mid-air on another flight. I found out when I landed. Kiwi refuses to refund and they are asking me to mediate and referee between them and the airline in order for the airline to refund them and then they refund me. They are asking me of proof-of-refund from the airline. Of course the airline will not give me a proof-of-refund because I did not book the ticket with them. This is not my responsibility since I have nothing to do with the airline. I bought the tickets from Kiwi. Making it extremely hard and refusing to refund the money. Clearly a breach of contract and against IATA and EU rules and regulations

Tip for consumers:
Stay away. Very bad customer service, unfair and untrustworthy practices.

Service
Value
Shipping
Returns
Quality

Date of experience: October 23, 2023

Thumbnail of user wolfgangh18
Germany
5 reviews
37 helpful votes
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July 15th, 2021
Verified purchase

Bought a hidden city itinerary SFO-MUC. Flight was changed to SFO-FRA by airline, Kiwi first didn't respond, then only offered high-priced flights to Munich as alternative, even though they offered much better prices on their website. By the time I got a response out of them, those flights no longer existed. Terrible response time, don't support you when something changes, but try to cash in on you. Absolutely not recommended!

Date of experience: July 15, 2021

Thumbnail of user bbb30
Singapore
1 review
0 helpful votes
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February 8th, 2021
Verified purchase

You cheat the money? You offer invalid tickets and I can't travel but you have taken my money! You left an auto message about 3 months to refund the money but now almost 5 months still not receive the money!

Service
Value
Shipping
Returns
Quality

Date of experience: February 8, 2021

Thumbnail of user stalink1
Michigan
1 review
0 helpful votes
  • Send Message
July 10th, 2022

I booked a air ticket through kiwi.com and airlines cancelled the flight. I have a relative in the airline and came to know the airline refunded the full amount and also have the proof. I only got a partial refund from kiwi and that too not in actual bank account but through kiwi credit. They informed they refunded whatever airlines refunded which is a lie I was cheated and hence please be careful and avoid using this kiwi.com for booking any tickets.

Tip for consumers:
I booked a air ticket through kiwi.com and airlines cancelled the flight. I have a relative in the airline and came to know the airline refunded the full amount and also have the proof. I only got a partial refund from kiwi and that too not in actual bank account but through kiwi credit. They informed they refunded whatever airlines refunded which is a lie I was cheated and hence please be careful and avoid using this kiwi.com for booking any tickets.

Products used:
I booked a air ticket through kiwi.com and airlines cancelled the flight. I have a relative in the airline and came to know the airline refunded the full amount and also have the proof. I only got a partial refund from kiwi and that too not in actual bank account but through kiwi credit. They informed they refunded whatever airlines refunded which is a lie I was cheated and hence please be careful and avoid using this kiwi.com for booking any tickets.

Service
Returns
Quality

Date of experience: July 10, 2022

Thumbnail of user khaledk17
Kuwait
1 review
0 helpful votes
  • Send Message
March 3rd, 2021
Verified purchase

TRICKY
Unfortunately, I was deceived in dealing with them. Two tickets was booked in October 2020, the cost of $ 1500. Before the flight, they informed me that the flight conditions were canceled. You have two ways to import a request from the airline and this takes a long time or we transfer you to your account with us and you can use it later and after 3 months I discovered that the transfer to my account is 117 $! By asking them the response, was this our system and you chose to transfer to your account? We know that the amount paid is large, but this is our system, and the response came after more than 4 months.

Tip for consumers:
Scam ✅

Products used:
Air line tickets

Service
Value
Shipping
Returns
Quality

Date of experience: March 3, 2021

Thumbnail of user shawnk72
Hawaii
2 reviews
6 helpful votes
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November 20th, 2023

This company stole 367.00 from my bank account basically. I purchased a ticket through kiwi.com and it got canceled within 48 hours. Now, I got to dispute the transaction because Kiwi.com will not give me a full refund. Only a 10.00 credit. What kind of crap is that? I give up... everywhere I turn too i just get screwed over constantly. Now I got to try and get a hold of my bank in different time zones to try and solve the issue while being stranded!

Date of experience: November 20, 2023

Thumbnail of user jims621
Kentucky
1 review
1 helpful vote
  • Send Message
January 4th, 2019

Bought tickets. Kiwi prominently guarantees your itinerary will be honored. The airlines changed the flight time. Kiwi did not honor the guarantee and I have to pay $1250 to get my family out of Israel. Kiwi is a scam. Do not use them.

Date of experience: January 4, 2019

Thumbnail of user davidf4761
Panama
1 review
0 helpful votes
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January 21st, 2024

The airline canceled the flight due to weather, they even issued a letter stating the flight was canceled BUT kiwi.com would not refund me. They are dishonest and I would advise anyone reading this to book directly with the airline VS going through this company since they have zero ability to resolve any flight issues.

Products used:
AIRLINE TICKET

Service
Value
Shipping
Returns
Quality

Date of experience: January 21, 2024

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