Kiwi.com Reviews 

I posted a bad review last week about not being able to get some flights refunded. Kiwi said that they are ‘Looking into it’. I DO NOT THINK SO!!! Not heard a thing. TERRIBLE, terrible service . Lip service. Can’t talk to anybody apart from a bot. My booking number was 673241228 flying 13th May to Algheto via Manchester and Milan and returning 20th May via Milan to Manchester

DO NOT book with this company. Just go direct to the airline. My flight time was changed by the airline which didn’t suit anymore. The airline was offering a full refund, kiwi have hidden fees so took €30 per person for flight from my refund amount. Then they also cancelled my return flight because it was part of the same booking and I won’t get a refund for this one at all! I’ve had to pay for new flights which now cost double the amount due to it being so close. The customer service responses are robotic and not helpful. I’ve been told to wait 30 days for their complaints team to contact me which will be after the time of my trip. Absolute scammers. I don’t know how they get away with this!

Dear Kiwi.com Support Team,

My name is Vlada Bartenieva, and I am writing about my booking with Kiwi.com (reference number 658 090 081) for a round-trip flight from Calgary (YYC) to Cancun (CUN) with one additional passenger.

The outbound flight was originally scheduled for November 19, 2025, but WestJet, the operating airline, shifted the departure to November 20, 2025, resulting in a 24-hour delay. This is clearly a major disruption under Canada’s Air Passenger Protection Regulations (APPR), which require either a suitable rebooking or a full refund.

I contacted Kiwi.com support multiple times (through various agents) and was told:
• I had to either accept the change, contact WestJet directly, or pay extra for Kiwi to assist.
• Because I didn’t buy Kiwi’s “disruption service,” I wasn’t eligible for basic protections.
• Any refund or rebooking via Kiwi would cost an extra €30 per traveler per flight.

WestJet informed me directly that Kiwi.com, as the booking agent, is responsible for handling such disruptions at no cost to the passenger. They confirmed that for changes of more than 181 minutes (this was 24 hours), Kiwi must either rebook us or process a full refund. I provided Kiwi.com with screenshots of WestJet’s policies and even shared an alternative flight option I found through Kiwi.com that would resolve the issue.

Despite this, Kiwi.com refused to act. I escalated on Instagram but was told again that the 24-hour change does not “count as major,” which contradicts Canadian law and WestJet’s own policies. When I requested a refund, I was told I could cancel myself through the app. However, every attempt failed due to an error. Kiwi.com agents then told me to reinstall the app, try private mode, and use different browsers. Nothing worked—even the agent who tried to cancel the booking on my behalf failed. He assured me a request was sent to the support team, but it has now been a week with no response.

Meanwhile, ticket prices for the same flights are increasing daily, making it impossible to secure an alternative at the original cost. No passenger should be forced to pay extra due to an airline schedule change that is outside their control.

This entire experience has been exhausting, misleading, and deeply unprofessional. Kiwi.com is refusing to uphold either WestJet’s policies or Canada’s passenger rights law, and they are making a straightforward rebooking/refund process impossible.

I urge Kiwi.com to immediately to provide a full refund to the original form of payment.

Until then, I cannot recommend Kiwi.com to anyone.

Be aware, that if you pay for the option 'garantee' with Kiwi, you won't have your money back fully. On the site it says if you pay for Garantee it will give you a 100% refund, but its not. The money to return in my case it's 75%, but not 100%, and that's not the end. I am sure it will be even less, when I start the process.
Dont waste your money for that.

I canceled my Jin Air booking on the same day, before receiving a PNR. Jin Air confirmed I was eligible for a 100% refund, but Kiwi.com still issued a booking confirmation and delayed the process.

Different agents gave contradictory answers, and later Kiwi.com even tried to refund less than I originally paid (over ₩200,000 short) without clear explanation.

The whole process was confusing, time-consuming, and far from transparent. I recommend booking directly with airlines instead of using Kiwi.com.

Airline delays impossible to make a connecting flight but don’t worry we got you covered with our guaranteed connecting flight compensation!!! Miss your flight we will get you on another or refund you the difference!! Absolute scam company no refund offered or any alternative flight. Had to rebook our flights at a cost of £1300. When you book they charge £69 for connecting flight cover!! It’s not worth sweet FA. Book the flights yourself and cut out this middle man scam company!!

Didnt get a bookingnumber for Check-in so i had to pay 30€ at the Airport to Check in. Support didnt help at all

To
Kiwi.com
You are fraudsters, scammers, experienced in lying, defrauding and swindling customers. The conclusive evidence is proven and present, and your comment is false and despicable.

I had an awful experience with Kiwi.com and I will never book through them again.

Due to an error caused by kiwi.com in my booking, my surname was spelled incorrectly. Because of this, the system couldn't find my reservation and I could not check in online and was forced to check in at the airport, where I had to pay an extremely high fee and waste more than an hour standing in line.

I immediately sent Kiwi.com all the necessary documents: my boarding pass (showing the wrong name) and the payment receipt for the fee. Despite this, they replied multiple times denying my refund, falsely claiming that I had not provided the proof of payment — even though I had attached it from the beginning.

Their customer support is dismissive, unhelpful, and refuses to take responsibility for mistakes clearly caused by their system. Instead, they hide behind generic excuses about airline check-in procedures and deny accountability.

This is unacceptable. A serious company would process the refund quickly once evidence was provided. Instead, Kiwi.com wasted my time, ignored the facts, and left me to pay for their mistake.

Kiwi.com is unreliable, unprofessional, and does not care about their customers. Save yourself the stress and book directly with the airlines or through a reputable agency — absolutely do NOT recommend Kiwi.com.

I booked with Kiwi in March. No information on the app of our booking. No way to check in on the app. The flight number is wrong so I cannot check in with Whizz Air. No confirmation code, so I cannot check in that way. Only a never ending list of options that do not apply to me.
I would not recommend Kiwi to anyone.

Never ever deal with Kiwi.com!

I booked a Ryanair flight through Kiwi.com and
I have got a double booking (Booking ID 649905454 and 650305205).

I have been trying to get a refund for the double booking for six weeks.

Ryanair is willing to refund the double booking, but according to their policies Kiwi.com should contact Ryanair to request a refund because the booking and payments were made through the agency. But Kiwi.com refuses to send the request.

All the results can be described briefly:
Ryanair: We are ready to refund. For this, Kiwi.com should contact us.
Kiwi.com: We cannot refund. You must contact Ryanair directly.
And so on many, many times. So the situation looks like a vicious circle.

I am from Ukraine, my daughter and little grandson are hiding in Europe from the war and need my help. This is my trip to them. You know, when you run away from daily and nightly air attacks, you hope to meet a human attitude in civilized Europe. But obviously, Kwi.com customers cannot count on such attitude. Once they get your money you simply cease to exist for them.

I understand, they methodically lead you in circles and do nothing to help you. And this is not a mistake, this is their rule: never return the money they received from you.

I have never encountered a more disrespectful attitude towards customers. So I strongly recommend avoiding this company in all possible ways.

I bought a ticket from US to Brazil in May.
One of the connections got changed and there is not valid connections any more. I had to cancel my trip.
The 7 days to reimburse become a nightmare as they stated that the air flight company have up to two months to reimburse me.
Basically you pay for the “service” and if something happens they keep their service fee and you have to wait for the flight company to reimburse you in up to two months.
I’m still waiting to get my reimbursement completed. As so far I got less than 30% back.

Terrible experience,
I don’t know why Kiwi.com are allowed to operate. Increased price while booking!

Worst Flight Experience – No Refund Despite Promise!
I had one of the most frustrating experiences booking a flight recently. Due to a serious and unforeseen safety concern a border warning between Israel and Iran. I had no choice but to cancel my flight for safety reasons.

When I contacted customer service to request a refund, I was told very clearly that only €30 would be deducted, and I would receive the rest of the fare back. That seemed fair at the time.

However, weeks passed and I received nothing — not a single euro refunded. I followed up and was then told via email that the carrier, Pegasus Airlines, has refused the refund, and there was nothing more they could do. No explanation, no resolution, no accountability.

This is totally unacceptable. If a refund is promised, it should be honored — especially when cancellation is due to a genuine safety concern. I feel completely misled and ignored. I strongly urge others to think twice before booking with this airline or this platform. Trust is everything in travel, and this company has completely lost mine.

Do not use kiwi.com, this travel agency is worst in the world. You cannot get refund if you cancel within 24hours even if "kiwi.com" said they can refund full amount.
Never ever use travel agency "kiwi.com".
This is warning for next victim. I don't recommend the "kiwi.com". "kiwi.com" is worst agency in the world.
Please don't book your reservation via "kiwi.com". If you have a some issue, so if you must cancel flight ticket then you cancel within 24hours as their explanation. "kiwi.com" never do full refund. Even if they mentioned 100% full refund policy when you book, it is fake. They don't get refund.

1. Booking number is 650303863
2. 3 Flight I booked from Incheon, Korea to Shizuoka, Japan. And Shizuoka to Okinawa Island. Lastly, Okinawa Island to Miyakojima.
3. I booked on June 18th, 2025 (10pm)
4. I canceled on June 19th, 2025 (7pm)
5. Airline said my ticket canceled on June 21th.
6. I requested that full amount refund
7. I spent KRW 1,309,744(without tax USD 939.86)
8. kiwi.com give me the credit not a cash about KRW 127,587 (USD 93.51).

"kiwi.com" informed "Full refund possible". But why they mentioned airline excuse again and again. I canceled within 24 hours as their information. Also, both airline said "kiwi.com" requested passenger's cancelation after 3days. I do not want the "kiwi.com" credit and refund full amount. I don't want the get back that amount.

No one cancel the ticket if passenger cannot get refund exact same amount. I already canceled, so I cannot use flight ticket. And no money from them, just KRW 127,587 (USD 93.51). Where is left amount?

DO NOT USE TRAVEL AGENCY, KIWI.COM

Terrible experience – avoid this company at all costs!

I spent over 24 hours trying to reach customer service because I couldn’t check in for one of my flights. Instead of solving the issue, they kept stalling and telling me to "just wait." It was obvious there was a problem, but they ignored it and then changed my flight without even informing me.

Less than 7 hours before I was supposed to leave, I discovered the change. Their solution? Leave me stranded at the airport for 38 hours, with no hotel or food provided, completely against their own policies. When I called to ask for help, they simply said, “That’s the only option—take it or get a refund.”

Absolutely unacceptable. I will never book with this company again.

I strongly advise against booking extra baggage through Kiwi.com. On my return flight from Bali with AirAsia, I had to pay again for luggage I had already booked and paid for via Kiwi. AirAsia couldn’t find the baggage in their system, despite the Kiwi confirmation.
Kiwi.com demanded receipts that simply don’t exist – AirAsia only provided a credit card slip. After countless emails, Kiwi finally acknowledged the payment, but keeps sending me in circles with new forms and requirements. No refund. No accountability.
This feels like a deliberate tactic to wear customers down until they give up. Book luggage directly with the airline – it’s usually cheaper and far less frustrating. Kiwi.com is unreliable when things go wrong.

In February our airline cancelled our departure in March - Kiwi kept about a third of the amount which we paid themselves. They claim it's a fee. There is no further explanation for the amount, it seems random. The "fee! is approx. 135 euros. Only because we wanted a refund for our cancelled flight. Since March we have had ECC Europe (European Consumer Centre) on the case. But they apparently will not respond to ECC's inquiries. The first email was sent around the end of April and a reminder after a month and a new reminder a couple of days ago and we are still waiting. If they do not respond, ECC will refer to a complaints board. I would recommend always buying tickets directly from the airlines. This is under all criticism. You expect to get your money back when the airline cancels but not if you buy tickets through Kiwi.com.

Please do not use kiwi.com. Flights from London to Ibiza were advertised on the site for £650 for 4 flights. The booking was accepted and the money taken. We then received an email saying that the flights had gone up to £1500. The email stated we could pay the extra or receive a full refund as kiwi.com couldn’t fulfil their original obligation. We chose to cancel the order and receive a full refund as the email stated we could. Instead of receiving a refund, a credit for 90% of the original advertised fare has been applied to our kiwi.com account. We never asked for a credit to be applied. We have now spoken to 4 different people on the help desk. Each one has said they will raise this with the appropriate team to see about the possibility of getting the money refunded to the card. There should be no mention of the word possibility as we already received an email stating that we would receive a full refund. Without a doubt this is the worst flight booking company we have ever used and will never use them again. I would advise against anyone using them. The prices they advertise are incorrect and the customer service is appalling if something goes wrong.

They sell ticket on a good price but you get the lowest class service in the air company.