Kiwi.comReviews 2,193

Kiwi.com refused to refund my money which they received from airline due to flight cancellation. Airline clearly confirms that they refunded my money and clear email conversation prove was forwarded to kiwi, com.
However they clearly refused to do so and stole my money.
Stay away from these scam. Internet is full of their fraudulent activity reports. Not just me, they have scammed many many people all around the world.

I booked a round trip Hannover – Damascus – Hannover with 4 flights at Kiwi.com. After that, AJet has two flights of almost 5 resp. 6 hours postponed, so that I have extremely long waiting times (over 14 hours in Istanbul) and completely miss my connection to Hanover on the return flight. This makes the whole trip practically useless.

Despite clear evidence for several changed flights, Kiwi treats the case as if only one segment was affected, and offers me only approx. 100 € credit for this partial flight. They refuse a cancellation of the entire trip for full kiwi credit and refer me to the airline. The support always repeats the same text modules and does not really go into the situation.

From my point of view: very poor problem solving with flight changes, responsibility is shifted to airline and "system". I would not book again for more complex connections via Kiwi.

I am extremely unhappy with Kiwi.com. They did not respect the ticketed travel time I originally booked. Instead of the normal connection, they forced me onto a route with a 33-hour layover, which is completely unacceptable.

The worst part is that there was no disruption, no bad weather, no strike, and no valid reason for this change. The flight was simply modified, even though I paid for a reasonable and normal travel schedule.

I did not book a trip that includes sitting in an airport or another city for 33 hours. This completely ruined my travel plans.

Customer service was also useless — only generic replies, no real help, and no responsibility taken for what happened.

I absolutely do not recommend Kiwi.com. Booking with them is risky, and you may end up with massive schedule changes and horrible layovers.

I will never use Kiwi.com again.

Selling a ticket that is not available and refuse to refund the amount. It is probably their business model to scam people this way.

I booked a flight through Kiwi.com and immediately reported that the ticket was issued for the wrong date (March 7 instead of February 7). I contacted Kiwi.com instantly upon issuance, and even WestJet confirmed they cannot authorize a correction because it was booked through Kiwi. Despite this being a Kiwi booking error and the ticket unused, Kiwi charged a €90 cancellation fee. This experience was frustrating, and the service and handling of refunds were unacceptable. I strongly advise correcting the booking process and refund handling.

Be aware - "kiwi.com" will scam you.

A few days ago, my partner and I booked tickets from Bali to Bangkok with Thai Lion Air through Kiwi.com. When we attempted online check-in, technical issues prevented us from doing so, so we arrived early at the airport to check in in person.

At the counter, the airline agent informed us that our names were not in the system. When we told them we booked through Kiwi.com, they said this type of issue happens frequently with that platform and advised us to use another booking service in the future.

We immediately contacted kiwi.com customer service to check what happened as we still had time before check in closed. Unfortunately, the agent wasn't able to resolve the issue on time and as a direct result we missed our flight.

As we continued our conversation with an online agent from Kiwi.com we were offered several compensation options for immediate refund, and we chose to purchase new tickets with the promise of reimbursement. (The copy of our conversation attached bellow).

However, what followed next was extremely unprofessional and unacceptable. The next day, we received an email stating they would investigate the case, followed by another email claiming the airline refused the refund. (A copy of the email is attached below as well).

What disturbed us the most is instead of honoring this, Kiwi.com decided to backtracked, delayed, and ultimately blamed the airline - despite this being clearly their fault.

This is inexcusable, unprofessional, and irresponsible behavior from a major travel platform. They took our money, failed to provide valid tickets, and then refused to take responsibility for the consequences.

We travel often and have never experienced anything this negligent.

If this issue is not resolved immediately and fairly, we are prepared to take legal action to defend our consumer rights.

To anyone considering Kiwi.com: don't. Choose a platform that respects its customers and delivers what it promises.

Booked a flight from Iași to Manila through Kiwi.com. After cancelling, I was promised a refund of €728.87 via bank transfer on 29 December 2025.
The Problem:
The refund never arrived in my bank account.
When I asked for proof of the transfer, Kiwi.com refused to provide a transfer confirmation document, UETR number, or any transaction reference.
Their support team gave vague excuses like "contact your bank" instead of providing evidence the transfer was actually sent.
After multiple requests, I have reason to believe the transfer was never actually sent.
What I did:
Filed a chargeback with Revolut/Mastercard
Escalated to Czech Financial Arbitrator
Escalated to European Consumer Centre
Escalated to UK/EU consumer protection authorities
My advice: Don't trust Kiwi.com's refund promises. Use a credit card (not debit/e-wallet) so you can dispute through your card provider. This company has serious issues with refund management.

I had a very disappointing experience with Kiwi.com. My flight was canceled, and the customer service response was extremely slow and unhelpful. Unlike other passengers on the same flight, I was only offered a refund and not the option to rebook on another flight. Despite multiple attempts to contact Kiwi.com, no solution was provided promptly. This caused significant stress and inconvenience. I do not recommend Kiwi.com for booking flights.

Kiwi sold me non-existent flights, leaving me stranded in Albania with no internet and no ability to call for help. I was forced to rebook new flights at the last minute, paying €1,954, plus €80 for a hotel in Tirana, and I also lost two prepaid hotel nights in Abu Dhabi.

Kiwi refunded only the original flights (€884), which confirms their responsibility, but they are refusing to reimburse the additional costs directly caused by their mistake. I sent all receipts as requested, yet I have received no response since December 26.

This trip was planned months in advance and was completely ruined by Kiwi's failure and lack of communication. Refunding only part of the damage is unacceptable, especially when customers are left to cover thousands of euros out of pocket.

Very disappointing experience. I will never book with Kiwi again.

Avoid
Early morning on December 23rd, I received a notification from Kiwi that two flights that I had booked with them had been cancelled. I immediately went to their app and then their website, which confirmed this without explanation. To salvage my trip, I immediately booked comparable flights directly with the airline. Then I began a long, drawn-out communication with Kiwi, expecting an immediate and full refund. Instead of accomadating they insisted that I provide screenshots from their app showing the cancellation and proof that I already purchased new tickets. Thus began a fruitless, time-consuming and aggravating 7 days of useless back-and-forth chat.
To figure out what went wrong, I looked in my spam folder and found 2 emails from Kiwi stating that I was being refunded for my purchase of seating, not the flights themselves. After one week, Kiwi responded that they were not responsible and would not refund my tickets. To wrap things up, using Kiwi might be alright for finding cheap flights, but expecting prompt, reliable, and communicative help if something goes wrong while traveling would not be worth using this company's services. Kiwi just responded by implying that I hadn't given them all the information that they requested over a week ago. This is simply false and misleading, and further incriminates and proves all my previous allegations that their mediocre AI-driven customer service-based company is to be avoided by any traveler.

I purchased a ticket from Dhaka to Madrid through Kiwi.com. The itinerary included a stop in Delhi, but at no point during the booking flow did Kiwi.com disclose that this routing required an Indian transit visa, nor did it warn of any additional formalities, costs, or timelines associated with that requirement.

Obtaining an Indian transit visa is not a trivial matter. It involves completing a lengthy and complex online application, preparing and uploading multiple supporting documents, paying a fee of approximately 80 USD, and waiting a minimum of several days for processing. Had Kiwi.com clearly informed me, before payment, that this ticket required such a visa for the Delhi stopover, I would have selected a different route and would never have purchased this itinerary.

By failing to disclose this material requirement, Kiwi.com misrepresented the true nature and cost of the flight it sold me. The actual cost of this journey was not just the approximately 400 € fare, but 400 € plus the visa fee, plus the time, effort, and delay required to secure a transit visa that I was never warned about in advance. This omission directly caused my loss.

On the day of departure, I arrived at the airport roughly four hours before the scheduled flight. At the Air India check‑in counter I was informed, for the first time, that I needed an Indian transit visa for the Delhi stopover and that, without it, I would be denied boarding. As it is impossible in practice to obtain such a visa in a matter of hours — the process requires several days — I was indeed denied boarding.

I immediately contacted Kiwi.com customer service. Instead of being provided with a competent human agent, I was forced to interact with an AI chat system ("Nathan, your virtual assistant"). The chat system repeatedly avoided addressing the core issue: Kiwi.com's failure to accurately represent and disclose the visa requirement and the related cost and time burden at the time of sale. Despite multiple attempts, I was unable to reach a human representative by phone.

Throughout these interactions, Kiwi.com (via its automated system) attempted to shift the blame onto me as the traveler, citing generic language about having "all documents in order," while ignoring the specific issue that Kiwi.com had never informed me that a transit visa for India was required in the first place. This added insult to injury: not only had I been sold an improperly disclosed itinerary, but Kiwi.com then tried to disclaim responsibility for the foreseeable consequences of its own omission.

As a direct result of Kiwi.com's failure to disclose a critical, foreseeable, and easily identifiable visa requirement for an itinerary it constructed and sold:

- I lost the use of the original ticket (approximately 400 €) when I was denied boarding.

- I was forced to spend roughly seven hours managing the consequences at and after the airport, including a sleepless night at Dhaka airport.

- I had to purchase an additional last‑minute ticket home, costing approximately 802 €.

Despite these clear and documented losses:

- Kiwi.com refused to acknowledge any fault or negligence in failing to inform me of the transit visa requirement.

- Kiwi.com refused to connect me with a human representative, even after repeated requests.

- Kiwi.com refused to speak with me by phone.

- Kiwi.com refused to assist in finding an alternate routing to my destination.

- Kiwi.com refused to refund my ticket, even partially.

- Kiwi.com refused to compensate me for the additional 802€ I was forced to spend on a replacement ticket, even after uploading the invoice.

Kiwi.com sold me an itinerary that, for my circumstances, was effectively unusable on the date of travel due to a transit visa requirement that they failed to disclose before purchase. Their failure to provide clear, upfront information about mandatory visa requirements, combined with their refusal to provide meaningful human support when the issue arose, caused me significant financial loss, stress, and inconvenience.

Save yourself the headache and stay far away from Kiwi.com. I booked a flight with them, and when the airline changed the schedule, getting a refund turned into an absolute nightmare.

The airline approved a full refund, but Kiwi refused to pass it all on to me. They insisted on keeping a chunk of it for "service fees." It felt like they were holding my money hostage behind a wall of vague policies and unhelpful customer support.

Pretty sure the EU is trying to ban intermediaries from skimming fees off refunds like this, but Kiwi is actively lobbying against those rules so they can keep doing it. We're currently stuck in a grey zone where they can technically get away with keeping money that legally should be yours. So... in my opinion Kiwi might look cheaper upfront, but if anything goes wrong, you are on your own. They act as a wall between you and the airline, and they will fight tooth and nail to keep your money^^. Do yourself a favor and book directly with the airline folks.

I booked a full itinerary with Kiwi.com from Malta to Colombia and back, paying a total of €2,779.91. My entire trip collapsed after Kiwi.com cancelled essential flight segments two days in a row, leaving me with no way to continue the journey I paid for.

On 13 November, Kiwi.com cancelled the long-haul flight that connected Europe to the Americas. They offered no real alternative and only gave me Kiwi.com Credit. I was forced to buy another ticket myself and spent an additional €231.24, which they later refunded.

On 14 November, they cancelled the booking again. This time there were no available flights matching my itinerary or timing, and again I received zero support.

After removing the refunded amount and the cancelled Rome–New York segment, Kiwi.com still owes me €2,380.22 for services that were never provided. I am now filing a formal complaint with the European Consumer Centre (ECC-Net) and other authorities.

My experience has been stressful, expensive, and unacceptable. If anyone else has gone through similar cancellations, lack of assistance, or financial losses with Kiwi.com, please contact me. I am gathering other affected travellers to prepare a group complaint so more people don't go through this situation.

I booked a ticket through Kiwi. 3 months before departure I got an email that the flight was rescheduled to 5 hours later (mind you this is a one hour flight). So I asked for a refund so I could book somewhere else. Kiwi informed me that the flight could not be refunded. Okay, so then I went straight to the airline, which said that they would refund me. Unfortunately, they refunded to Kiwi's wallet on that airline website. Kiwi refuse to pay out the money for the flight that I booked, and I had to buy a flight from another company to get home. I guess I will never see that money again - just always book through the airline itself. The pennies you are saving are not worth it.

Kiwi.com sells disruption protection but refuses refunds, deletes chat confirmations, and disconnects calls after asking for your booking number. This is not customer support. Travelers deserve honest service, not automated dead ends.

I paid around £330 for my flights through Kiwi.com. The airline later changed the flight schedule, and Kiwi asked me to confirm or request a refund. I requested a refund, but Kiwi only returned about £210 — keeping more than a third of my money for themselves. This is absolutely unacceptable and feels like a scam. The airline (Wizz Air) made the change, not me, so Kiwi has no right to keep any portion of the refund. Their customer service is completely unhelpful — you just get automated replies and no explanation of where your money went. I strongly advise everyone to avoid Kiwi.com at all costs. Book directly with the airline. Kiwi hides behind "service fees" and "refund processing" excuses to take your money. This company should not be trusted.

Review:
On September 13, I paid 3,596,436 KRW for Incheon–Japan–Incheon tickets (Booking Number: *******). Almost two weeks later, I have received nothing. Kiwi.com keeps lying, saying they "requested a refund" from Asiana and Jeju Air, but both airlines confirmed no cancellation request was ever submitted. All I hear is: "Please wait." No proof, no transparency, just endless excuses. When I asked for evidence, they hid behind "internal procedures." This is not customer service—it's fraud. They trick customers by promising refunds within 14 days, then change their story, saying "14 business days excluding weekends." Even now, I've heard nothing and seen no progress. Kiwi.com manipulates and deceives without shame. They steal customers' money and waste their time. This company is the worst of the worst. Do NOT ever book with Kiwi.com unless you want to be scammed.

On September 13, I booked a round-trip ticket from Rome to Sicily and immediately realized I had made an error. I clicked "cancel booking," but the platform failed to process my request. As a result, the airline confirmed the ticket, and I was later instructed to click "request refund." In the end, I only received half of my refund. My booking number is 678 762 282, and the total amount paid was $276. The platform informed me that only $144.86 would be refunded. What's worse, I couldn't even find a way to contact a real customer service representative or obtain an email address for assistance. This platform is nothing short of a scam. I strongly advise everyone to avoid using it for flight bookings.

I booked a flight with Aerolíneas Argentinas through Kiwi.com (PNR: FLNHSF). The airline later changed the departure time from 09:20 AM to 05:20 AM – a substantial and involuntary schedule change. By international regulation (Montreal Convention, ANAC Resolution 1532/98, IATA standards), passengers are entitled to a free rebooking on a reasonable alternative flight or a full refund. Aerolíneas Argentinas confirmed to me in writing that, since Kiwi.com issued the ticket, Kiwi is responsible for handling the rebooking through their agency help desk. Despite this, Kiwi repeatedly refused to rebook me without charging extra (over €500 more), hiding behind their "Saver fare" conditions and claiming it is "not possible". These restrictions may apply to voluntary changes, but they cannot override passenger rights in the case of an airline-imposed schedule change. This is unacceptable and misleading. Kiwi.com not only failed to protect me as a customer, but also deliberately ignored international passenger rights. I will now proceed with a chargeback through my credit card issuer (Amex) and a complaint to ECC-Net.

The true value of a service shows when problems arise… and with Kiwi, there is none.
I bought two tickets for my children traveling alone. At check-in: the airline didn't recognize the booking or the e-tickets.
Three hours before the flight, I contacted support… and that's when the nightmare began: canned replies, being bounced between Kiwi, CitizenPlane, and the airline, no solution, right up to the check-in closure.
Children stranded, no consideration for the human urgency, and the same cold response: "We're waiting".
A service that disappears the moment a real problem happens.