Kiwi.comReviews 2,193

I had two bookings purchased on Kiwi that were canceled BY THE AIRLINE in May/June of 2020 and the refund request was submitted on kiwi.com in June for travel in September. I see one of my requests have been declined and the reason Kiwi provided was "the carrier declined the request" although I have confirmation from the carrier that they provided my refund. The second refund request is still outstanding after 8 months. Will never use this company again and will be filing a consumer report against this company. I can't even get a hold of anyone on the phone and they immediately hang up on customers. This is major fraud.

It s been almost 1 year i m still waiting for assisted refund because my flight has been cancelled from the company! Yes, i payed an extra amount to have fast refund and assisted by the company, that's a big scam... I have the same copy and paste message everytime, i have enough of it! No refund... trying to contact them every month but no answer... i hate that situation! Never use this company!

Do NOT order with Kiwi.com, they are scammers; they canceled 1 part of my flight that is in 3 parts and I paid 3100$; now they offer 100$ refund or pay again 3000$ and they don't want to give me the reservation number and ticket number from the other 2parts of the flight that isn't canceled. Looks like they never booked it at all. No response on facebook or email or website/helpdesk, just automated robot answers. Big scam! DO NOT use! Lost 3100$ and even paid 210$ extra insurance

Worst business scam I have ever been involved with. Very simply I purchased and paid for a flight ticket and had it properly cancelled. They sent me a document that said they refunded my purchase price but they did not and have not. Now 10 months ago and customer service is non existence. Looks like crime does pay.

To make the long story short, I booked a flight from Cebu to Los Angeles on June 1,2020. Obviously, the COVID-19 pandemic was still at its peak and many flights were canceled, which unfortunately included a few legs of my flight. If you booked through a normal airline's website, if any leg of your flight is canceled, they will refund you the whole amount or do their best to get you on the next flight. This company and it's so-called "guarantee" can't even do that. Naturally, I filed a dispute with my bank. It did not work because they have clauses that protect them even amidst COVID-19 where consumers NEED THEIR MONEY. So, I reissued a claim to get the refund through them. At one point (and this was around August), their app told me my tickets were non-refundable, so I started to harrass them on social media. Then, AND ONLY THEN, did they acknowledge me and finally sent my refund on December. DECEMBER. From June to December.

The best part? Out of the $1003. 00 that I paid, my refund was only $278.22.

It's safe to say DO NOT EVER BOOK WITH THIS COMPANY.

For a good comparison, I had booked Philippine Airlines the week before, and when my flight got canceled, I talked to them and got my refund a few weeks after. Save yourself the hassle, the headache, time, and money. If you wanna book 3rd party, book with Expedia. I; ve always had an amazing experience with them. Let this thief, Kiwi.com, shut down.

Not sure how do you feel about last year, but I am one of the millions of disappointed customers, who will NEVER book with your company again. About what kind of customer support are you talking about on your main page?
I booked a flight from Istanbul to Dubai for October 11 using Kiwi.com, when it happened that even the GOVERNMENT didn't confirm yet this flight connection. I filed my refund case #124 190 814 on Oct 11 2020, spoke to Turkish Airlines support, got to know it takes literally LESS than 10 days for them to process a refund. So yes Oliver, you can't blame anyone besides yourself and show some respect to people who wasted money on KIWI.
Your CS team is unresponsive, plus I can't reach anyone by phone call UNLESS I have a booked flight existing. Like... really?
I sent the last message to the support team on Dec 22 and since then ZERO replies.
It will be 3 months on Jan 11 since I filed my refund. I am suggesting you contact me via my KIWI PROFILE to avoid any further development of this issue on the administrative level.

This company Kiwi should be reported with violation of law. It has now gone 8 months and still I have not got my money back from this company. I had to pay 200-300 NOK(Norwegian Kroners) to get them to ask for refund from Lufthansa and Widerøe due to Covid-19. Is it allow to take money to ask for refund?! I ask for refund on April and I got answer that it can take up to max 6 months to get your refund. I ask them again and they say its up to carrier to give me refund and that it takes more time. To comparison I used Bravofly and this company gave me refund for my flight in May in Cardiff due to Covid-19, and I got it much faster and finished by beginning of September.

Based on this I don't recommend this company to anyone, I hope they get sued and shut down!

I booked a multi-leg international trip for May 2020 for Asia, to 3 countries. Of course, many of the flights were officially cancelled per notices to me, so the trip had to be scrapped. I submitted to Kiwi for a refund in late May. They said in writing the estimate was 3 months for my refund. I keep contacting them, starting at the 3-4 month point, about 1x/mo, and now it's been over 7 months and still no refund. They keep making totally lame excuses, claiming that not all the carriers had sent in their refund yet. Are they going to hold my refund up until they are all received? What is all but one send a refund, does that mean Kiwi will never refund me? You see how bad their reviews are on here. Stay aware from Kiwi.com! I will never book a new trip with them. They have completely lost my trust. Whether I talk to them on the phone, or by email, it's always the same... double talk, bs, and no results.
Booking # *******

This is the worst travel agent ever. They made a fraud and the service is unacceptable. This site needs to close immediately. It is against EU rules, it keeps the money from the cancelled flights, even though the regulations are protecting the costumers by providing them anoher alternative (for which you need pay extra in kiwi! And they dont give money back they keep them for themselves by stealing from us).
I purchased airline tickets with Kiwi for a trip in December 2020. My flights were canceled by the carriers due to COVID-19 and they informed me that they cannot do anything about it apart from giving me back 100Euro from the 700Euro that i paid for my ticket. I contacted 1 of the airlines and they helped after begging them to keep my tickets open. Kiwi needs to be audited and close now!

I would give a ZERO review if possible. Do yourself a favor and stir clear of this place. I purchased airline tickets with Kiwi for a trip in May 2020. All the flights were canceled by the carriers due to COVID-19 and now I'm trying to get my money back for over seven months and no luck. I contacted 1 of the airlines and they processed their portion of my refund back to Kiwi 4 months ago. I provided that refund info to Kiwi and they keep making excuses and refusing to refund the money. Absolutely no reason for them to keep my money!

Complete duckup - all flights confirmed but 1st leg marked as refunded at the airport. What now? I told them there are still seats available - they can only book up to 4hrs before take off they said... Hello - I called in 6 hrs before takeoff you numbnuts! Wasted my time completely - 2 hrs before takeoff I asked what proof have I got that the remaining flights are ok if I buy the 1st leg myself? I did not want to get stuck overseas... Sure enough, Return leg was also canceled... and they still asked me to book it myself and then only get a partial refund... can you imagine? They did not check at all... utterly useless

If I could give 0 stars I would.
Kiwi is a scam. The airline cancelled my flight and Kiwi has refused to refund me and it's been over a YEAR.
The airline is not responsive since they are so small and unreliable I guess, but Kiwi is making me pay the price.
They keep saying that they have put an urgent priority on my request, but it has been a YEAR. I can only assume they are doing nothing and just saying that.
I saw many YouTube reviews about Kiwi and many people have the same situation as me. This seems like a scam. I only need a refund of about $90 USD, but they refuse to refund me. Worst experience ever, I feel robbed!

This agency charged the customers 24.00$ for having their claims of the refunds to be prioritized ( meaning faster, I guess). I did pay the 24.00$, but now it is going to 6 mons, and I still have not received anything. Trying to call them, no one answered the call. Checked my account on their website, it was death. No update or useful info about my refund status after months of waiting.
This company is NOT RELIABLE. They charge a lot for your money, but dont give a dam when you lose yours. It is disgusting to me that amid the pandemic, where people had suffer and going through a lot, they still take advantage of us ( the customers) to charge more fee ( the 24.00 dollars) claiming that they would prioritize your request which, to my experience, is a scam.
I WILL NOT buy any tickets from this company again, NEITHER SHOULD YOU. THEY ARE NOT RELIABLE. Sadly!

I booked a one-way flight with Norwegian from SFO to EDI through kiwi.com. Norwegian cancelled the flight due to COVID-19 and fully reimbursed Kiwi for what Kiwi had paid Norwegian.
However, Kiwi kept $160 of my payment as their fee. Their Terms and Conditions state that their "Full Price... includes the... price of Our Services." However, a $160 Kiwi fee deducted from the $437 flight charge is wildly excessive and unreasonable.