Kiwi Reviews 312

You give me a €20 discount code but then there's nowhere to enter it. Plus, when I click the button in the email, the price is €20 more expensive, so the discount is fake. This is misleading advertising

Absolutely terrible experience. Tried to book flights, Ryanair app was down in the background, received confirmation so thought all was fine. Turns out it wasn't and now the flights have gone up by 150e. This is a scam not worth it, you might save €10 but they might not actually book your flight.

I used Kiwi to book flights to Rome from Edinburgh which included connecting flights through Barcelona. This was a special holiday I had planned for my partner's 30th birthday, MONTHS in advance. We were flying to Rome to see a six nations game, a dream of my partners. The only way I could afford it was by booking connecting flights far in advance, and I thought Kiwi was the service to support this. Less than 48 hours before the trip, I received notification that the connecting flights had changed so significantly that we would not make them. Kiwi offered me 91 euro compensation, when the total flights cost around £500. They assured us the flights would be refunded, so based on this we decided to re-book the whole trip which cost another £600 for two people - assuming we would be reimbursed for the original flights. It also impacted the whole trip - we had various non-refundable sight-seeing tickets that we could no longer make use of, we also arrived much earlier than anticipated to our accommodation, so we could not check in until evening time . Kiwi told us (via a virtual assistant) that we would hear back 14 days. Nothing. I checked in again, and they said another 7 days. I have now checked in again 5 WEEKS later, and they have ceased to even respond after promising that they were 'here for me' and that they were making this 'a priority'. They also have not offered a way to speak to a REAL person at any stage. What this has essentially amounted to is our paying Kiwi for a service that was impossible for us to make use of, and yet they have still charged us for this service. While I can understand some of the changes may not have been in their control, the lack of communication is entirely their fault, and demonstrates a total disregard for their costumers who they claim to make a priority. As a result I will be contacting the Ombudsman. I would never use this service again, and would encourage others not to either.

I booked a flight with them which included several airlines. They said a either pay for 12kgs of luggage (in winter) ir 20kgs. I chose 12 because the other option seemed even more outrageous. Well, to my susprise the airlines allowed from 15kg to 20. When I contacted customer service about this, they said they applied the most restrictive weight. When I told them that the most restrictive was 15 kg they claimed the previous answer had been a mistake and came up with some sort of bullshit excuse. AVOID them.

I requested to refund about the tickets in 20 mis right after I made reservation.

However, it wasn't canceled and they just sent me the e-tickets. The virtual assistant on their website kept saying they couldn't get the response yet.
So I asked the Aviation directly to ask how it is going but they said they give the response on their chat since this website worker asked on their chat in the website.
So I wrote about it on their helpdesk messages, but it said I have to just wait for your response even though they didn't ask to the Aviation again.
When I asked the Aviation about this situation, they said they wouldn't be able to get the responses if they left the website. They said the website worker asked VIA The CHAT ON THIER WEBSITE. I think it is so irresponsible to the customers.
I thought they asked the Aviation about the refund at least via e-mail but it was just via the chat on their website 3 days ago and doing nothing!
I still wait fot their respon and will see.

Do not ever use this site — it’s the notorious Kiwi.com.
Even though I canceled my flight booking within 3 hours, for a ticket that was 4 months away, I didn’t get a single dollar refunded.
From other reviews, I found that some people get a full refund for the same reason, while others get nothing, which shows that the company has no consistent internal policy.
I’ll never use it again, and I strongly advise others not to use it either.
I’ll keep posting this review every single day!

I requested a refund on October 3rd, and it’s been more than 20 days with no response. They just keep saying the refund request was sent, but there’s been no update or contact. Every time I ask, I only get automated AI replies.
Do not use this company.

Absolutely awful company to deal with. We had a booking with multiple flights and the day before we flew we found out that one of our flights had been cancelled by Vueling. We only found this out by accident as Kiwi didn't inform us. When I contacted Kiwi (which was a terrible experience, hung up on multiple times, multiple different numbers) they offered us various different flights but none were suitable as we other travel arrangements flowing on from the cancelled flight. We took the request refund option and found flights with Ryanair to get us to where we needed to get to. With regards to the refund option selected, we were 2 months without getting a response and when we eventually got one it suggested that they couldn't offer us a refund snd we should contact Vueling air. I believe Kiwi should have given is a refund as they are the company we paid. What a joke of a company, considering taking legal action out of principle. Stay away from this bunch of muppets, total shower of shites. Would give them munus stars if i could.

Liars - they promised in my previous review that they would look into my refund status but I can confirm their agents sent me messages via the app at the same time saying they are refusing to do so because I made an official complaint. All for show don’t trust their TrustPilot responses!!! I will not stop until Kiwi.com give me an update on my Wizz air refund as the promised time has passed and I can see on the app it has not progressed from Kiwi.com saying they’ll reach out to Wizz air. I need kiwi.com to give me an update for my travel insurance.

Someone called Bilal S told me I’m not allowed to have a refund update @ Kiwi.com are you listening??? I don’t want another shitty AI response I want to speak to a human and I want them to speak English.

I recently booked a flight from Lyon to Barcelona through Kiwi.com (Booking reference: 687761261). Unfortunately, I made an honest mistake because the flight time was displayed in the AM/PM format, which is very uncommon in Europe where the 24-hour format is normally used.

As a result, I accidentally booked the evening flight instead of the morning one. Once I realized this, I immediately purchased a new morning ticket at my own expense to correct the issue.

I fully understand that Saver fares come with restrictions, but this was a genuine misunderstanding caused by the unusual time format — not a change of plans. I kindly asked for a small gesture of goodwill, such as an extra baggage allowance or a small voucher, just to reduce the financial loss and frustration.

However, I was told that no exceptions or goodwill options could be offered at all, even though I had already rebooked and accepted responsibility for my mistake.
While I appreciate the polite tone of the support team, I was disappointed that no flexibility or empathy was shown in a situation that could truly happen to anyone.

I still hope Kiwi will reconsider and take this as an opportunity to show genuine customer care and flexibility in such cases — even a small gesture would make a big difference.

Edit: I will gladly update this review if Kiwi reconsiders and helps me resolve this issue in a positive way.

Update:
I contacted Kiwi.com to request verification of my PNR code because the email address associated with my booking did not match my own. Kiwi advised me to access my reservation on the airline’s website using only the PNR and surname — which worked.

Once I logged in, the airline’s system clearly allowed me to change my flight by simply paying the fare difference.
However, this morning Kiwi informed me that the booking was “non-changeable” and forced me to purchase a new ticket instead.

After I bought the new ticket, Kiwi told me that they could request a cancellation of the previous one — but only if I paid a €30 service fee, even though the original ticket cost just €40–45.

When I tried to cancel the flight directly with the airline, I was unable to do so because their system required both the PNR and the email linked to the booking — which belongs to Kiwi, not to me.

This situation demonstrates a serious lack of transparency and customer fairness.
Kiwi.com deliberately restricts access to the airline’s management tools by using its own email address, while charging customers excessive service fees for actions they could easily perform themselves.

I will be submitting detailed complaints to IATA, the airline involved, and multiple consumer protection organizations regarding this unethical practice.

It's the worst travel OTA company.

(Booking id : 679256655) I bought 6 tickets to Korea on 9/15 and canceled it within 24 hours.

However, only one of the stops was refunded, and the other one was not canceled or refunded.

I didn't get a refund of 3.5 million won (about $2500).

The customer service center is not connected and only operates with AI.

**Kiwi.com is the worst third-party travel platform I’ve ever used.**

I booked a flight to Cancun on September 12th(booking number :#678728721) and requested a cancellation within 30 minutes of booking. Despite this, Kiwi.com has still not contacted the airline to process the cancellation. I called the airline myself and was informed that if the cancellation request is received within 24 hours, I am eligible for a refund.

However, Kiwi.com is delaying the process and has not sent the cancellation request to the airline. I have already contacted Kiwi.com by phone, but all I get is vague reassurance that they are “processing” it, with no real action or urgency. It seems like they are either unwilling to refund my money or simply extremely inefficient.

I do not want to lose my refund due to Kiwi.com’s delay in contacting the airline within the 24-hour cancellation window.

**If you care about your money and your travel plans, NEVER use Kiwi.com.** This has been one of the most frustrating experiences of my life.

Kiwi.com is one of the worst travel platforms I’ve ever used.
My Vietjet flight to Sydney (Booking No. 600518391) on October 1st was canceled by the airline. I submitted a refund request on August 25th, but I have received absolutely no response from Kiwi.com.

The airline is ready to refund, but Kiwi.com clearly has no intention of returning the money. They ignore emails, and their customer service is practically nonexistent. It feels like they are deliberately avoiding responsibility.

This company wastes time, ruins travel plans, and keeps customers’ money. I will never use Kiwi.com again and strongly warn others to stay away from this platform.

Date of experience: August 25, 2025

“This company is completely unreliable. I cancelled my flight over three months ago and have yet to receive my refund. Their customer support is non-existent—only automated responses with no real assistance. This feels like a scam, and I strongly advise others to avoid them

I will never use this company again !!!
Booked a return flight for 4 people !
The outward flight was cancelled due to air traffic control ,
The airline confirm that they have refunded , but back to Kiwi !
I cannot get it ! Despite many ‘online chats ‘ !!
I have even sent confirmation from the airline !
Would recommend not to use !

Booked a trip that required me to take my bags after the first flight, leave departures and then check-in again to catch my connecting/2nd flight. The trip was advertised on Kiwi with a “Connection Protection” which states if you miss your second flight Kiwi will reimburse for any fees incurred to resume your journey.

The first flight was slightly delayed and security was very busy at Madrid airport when we were trying to catch our second flight so we missed the connection.

Started a customer services case as advised by Kiwi only to get told we will not cover you even though your trip was protected. Here is their response:

[Additional Expenses:
Unfortunately, Kiwi. com does not cover additional expenses such as independently booked tickets unless there is a significant involuntary disruption. We recommend contacting the airline directly for any claims regarding the ticket you purchased.
Next Steps:
If you have travel insurance, you may wish to submit a claim with all supporting documents.
For any further questions about your booking, feel free to reach out.]

If I could give 0 stars I would. Purchased a return flight to Paris for 3 people. Took 425 pound from bank but no confirmation email. No receipt thankfully my gut told me within minutes something was wrong as their chat has said my booking was in an unpaid state. I called my bank the reversed the payment immediately. I'm getting Automated emails from KIWI with no actual customer service or resolution . AVOID AVOID ITS A SCAM

Booked flights to bilboa and the internal flights got cancelled so had to book our own in airport kiwi basically washed its hands with us and we lost our money you might as well speak to a wall as they didn’t want to know

Kiwi keeps a refund already issued by the airline!
We booked an Iberia Express flight via Kiwi. The flight was cancelled by the airline, and the refund was issued on June 20th, 2025 — we have written proof from Iberia.

Despite this, Kiwi is still refusing to transfer the money back to us, claiming “ongoing processing”… while they’ve had the funds for weeks.

Customer service just sends generic replies with no real action. We provided official proof of refund, and yet Kiwi continues to stall.

This is completely unacceptable — Kiwi is keeping money that does not belong to them. If the refund is not processed within 72 hours, we will pursue legal action and escalate publicly.

⚠️ Avoid at all costs. There is zero security with Kiwi, even when the airline refunds.

I had to cancel a flight back n October 2024 due to a family accident. I have been trying to get an email from Kiwi to show I didn't get a refund for my travel insurance. They say "we don't provide this" or they say "we'll ask our specialized team to look into this" or some other rubbish. Never once have they actually helped in 9 months of asking them!

I asked for their UK address to begin legal action and they smugly told me they don't have a UK entity.

Horrible service. DO NOT give them your money.