Kiwi60 reviews
This score is based on 60 genuine reviews submitted via US-Reviews since 2023.
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I booked a cheap connecting flight because I had to get to a specialist — needed it, no wiggle room. I was suspicious from the start (too cheap, right?), but I went for it anyway. Then the transit flight got canceled and I spent days calling and emailing Kiwi.com. No one picked up, just canned automated replies. I filed for a refund (about €288) and... nothing. Still waiting. So yeah, my doubts didn’t vanish. Lesson learned.
Booking confusion and wheelchair mix-up
call the airline yourself.
Booking mess and poor accessibility help
I tried pulling up our reservation from the confirmation email and the website kept saying the booking doesn't exist. We were planning a family trip to Europe from CA and my daughter uses an electric wheelchair every day, so I wanted to register it in advance. Support never fixed it — they just emailed back telling me to go to the airline, which felt useless. Kinda surprised they replied so quickly, but it didn't help. Probably won't use them again.
Looks cheap, not really
check baggage and compare.
Half my coffee, half convinced
skeptical. Final: relieved, not thrilled, but it worked out.
Late check-in lifesaver
I first noticed her at the Wizz Air counter when my online check-in kept failing. I had a tight window — leaving in two hours for a flight ten hours away — and I was close to panic. She spoke calmly and used my name, which stopped the spinning in my head. She fixed the check-in in a few minutes, even though the system wouldn't cooperate. I was surprised that it was that simple; she just knew what to do. A colleague had told me to ask the desk staff if things went wrong. Solid, practical help.
Halfway through it fell apart
my agent never told me I needed a visa for a self-transfer. I needed to get home fast because of a family emergency and a sore back that made waiting unbearable, so that oversight cost me several thousand dollars to fix and reroute. Trying to get a refund was a joke — customer service kept bouncing me around with canned answers, and delivery of tickets/updates was slow and inconsistent. I expected at least clear info and some help; instead I felt stranded and out a lot of cash. Pretty disappointing, honestly.
Early cancel, late reply
Half awake I hit cancel on a two-flight ticket less than 12 hours after buying it, thinking I could at least get some money back. I waited. They replied only after the flight date, saying it was the airlines' fault. I wish I'd read the comments and called the airline sooner — would've probably had a better shot. I did rebook the trip with new dates. They were cheaper at first, but after this I'll steer clear. Kind of relieved it wasn't messier, and a little annoyed too. I've had worse experiences with other brokers, so I'm grateful it only ended up like this.
The one sigh that didn't last
I booked through them because I needed a refund after a last‑minute move; I’d been burned by another agency before, so I was on edge. The one real moment I felt satisfied was when Turkish Airlines sent an official email confirming they’d processed the refund — I exhaled, thought it was over. Then Kiwi.com switched stories, said the ticket was non‑refundable and claimed the airline refused, even after I forwarded the airline’s proof. Relief turned to annoyance as I had to chase them, messages, no clear answer. Frustrating.
Eventually a fair refund
they actually processed a decent refund. It was messy — lots of emails, vague answers, and I had to push — but in the end they returned enough money that I felt it was fair. Not perfect, I’d have liked faster replies, but the outcome was okay. Tip: keep copies of every message and be persistent. Glad it didn’t drag on forever, honestly. Would recommend, with caveats. Be ready to follow-up.
Found the refund, eventually
save every reply, because you’ll need it.
Refund left a bad taste
I wouldn’t count on Kiwi.com to have your back. I paid $1,850 for a trip to Iran — routine booking I do a few times a year for work and a couple long weekends — and when the war cancelled the plans they only gave me $1,640 back. They kept $210 with no real explanation. I reached out, tried to get a straight answer, and the replies were defensive, kind of evasive, almost like they were protecting themselves instead of helping me. I get businesses need policies, but penalizing customers for something out of our control feels wrong. Useful for cheap fares maybe, but don’t expect solid crisis support.
Support ghosted us at check-in
call the airline directly and have a backup plan, and don't expect rapid responses anymore, really.
Good outcome, sketchy start
I was folding my jacket when the news about the conflict popped up, and honestly I was ready to panic—I'd booked a trip to Iran through Kiwi.com in late June and thought it was gone. Using the app and website felt easy at first (super simple booking flow), and when the trip got canceled I was skeptical they’d be fair. To my surprise they processed a refund fairly quickly—most of the fare came back in a few days, which actually relieved me. Yes, they did withhold a modest fee and their first replies sounded defensive, but after pushing a bit I got clearer answers. All told, awkward situation handled better than I expected; I’d book again but keep my eyes open.
Name mix-up, long chase, some relief
I'm relieved it didn't ruin the trip, but man, it was a hassle. I noticed my name was entered wrong and tried to fix it right away — cue endless hold music. Spent hours and hours (seriously, hours) bouncing between agents who kept promising help and then not delivering. Kiwi had the booking under a different email so I couldn't even pull it up with the airline. That part felt like being ghosted by your booking. I ended up buying a new ticket out of pocket, which sucked, but after pushing, sending docs, and getting a bit loud, I did get a partial refund and an apology email. So yeah, inefficient and stressful, and not what I expect after other companies who fix stuff quickly. Still, outcome wasn't totally disastrous — just learn to triple‑check names and expect a fight.
Booking mess, made me rebook
I had to buy another, much pricier ticket out of pocket to avoid missing my trip. It worked, I made the flight, but the time and money wasted and the lack of clear info was frustrating. I wouldn’t rely on them again.
Dawn flight, surprise chaos
15 — our "afternoon" flight had been moved to dawn. The airline apparently told the booking site days earlier, but that info never filtered through, so we spent a day-and-a-half juggling a rental return, naps on plastic chairs, and endless, slightly panicked emails. Calling customer service was oddly like telling the story twice to someone who'd missed the memo: friendly but out of the loop. No offer of cash or vouchers — their policy, they said. Still, the plane left, we got home safe, and honestly I’m glad it didn’t turn into a full disaster. My tip: sign up with the airline and double-check confirmations. Also bring a charger and patience. I won’t rely on the booking site alone next time.
Almost packed before I knew it
Right in the middle of sorting socks and passports I booked the flights — a friend had tipped me about the site and I figured, why not. The app felt smooth, not fancy but practical, and tapping through options actually felt easy. Payment went through straight away and I got confirmation emails that looked clean; the boarding passes appeared in the app later that day and downloading them was simple. I did hit a small snag with one ticket showing a pending status, so I messaged support — they replied with a helpful, human-y answer after a bit of back-and-forth and sorted it out. It wasn’t perfect, there was a little waiting and I had to check my spam folder, but the whole thing felt quick and modern. Using the mobile wallet to store tickets was neat, and carrying them felt stress-free on travel day. Overall I’d say it’s solid for everyday booking — I’ll use it again and I’ve already told a couple people.
Left-hanging and out three grand
don't book with kiwi.com — they're holding my money and pretending it's not a problem. I say that from the middle of a month-plus of useless emails and phone holds where every call ends with, "We've sent your ticket to finance," and then... nothing. I gave them official proof that AJet refunded the full amount—screenshots, bank notices, the whole thing—so it's not like the airline owes me. Still, €3,000 is stuck with them. Funny little twist: one rep actually told me she could see the refund in their system but wasn't allowed to release it, which is the kind of shrug that makes you laugh and want to cry. Mostly I get bounced back: "Contact the airline," which is absurd when the airline already paid. I'm collecting paperwork and starting reports, but honestly my advice: avoid third-party sites like this or at least have a backup plan. I wish they'd just fix it fast and make someone accountable — common sense would be nice.
Caught the Fees
avoid them — but weirdly, I’m sort of relieved I noticed the tricks. A buddy pointed me to what looked like a stupidly cheap Pantelleria–Milan fare (I first saw it in a group chat), so I booked; only later did I spot the sneaky extras. They tack on big fees: a baggage surcharge that felt like a 30% markup (that only shows up after you click buy), plus a mystery “connection protection” charge—€25 per person—added without asking. The kicker was DAT flights: they billed €52 each for checked bags even though DAT’s fares already included them. Annoying, yes, but the bright side — I caught it, compared with the airline, and rebooked directly, saving roughly €100 per person. Customer support? Different answers every time, no real help. So yeah, lesson learned: the site works fine for hunting fares, but don’t trust the final price. Grateful I didn’t lose more money.
About Kiwi
The invention of airplanes flipped a whole new page in thechronicles of transportation. Thanks to a whole lot of modifications, crossing the borders of one country to another has now become a lot easier. However, there are still some issues that people commonly face when traveling, such as movement from the airports and booking a hotel. These and many more are the problems that travel agencies, such as Kiwi claim to have been in the business of solving. Reading honest reviews of Kiwi here is one such way to learn more about the company
About Kiwi
Kiwi is a flight agency, whose history can be traced back to 2012 as sky picker with over 2,600+ crew members. Kiwi has branch offices in nine countries and claims to be a multiple industry award winner. Kiwi asserts that its goal is to become the best in the travel industry and also offer job vacancies and advert for interested companies.
Products and services of Kiwi
Kiwi offers the services of air andground transport, ride-hailing, and micro-mobility. Kiwi also offers offline access to clients' boarding passes and more. Clients and prospects can subscribe to their newsletter to be kept abreast of their assortment of services.
Compliments, complaints, and tips for Kiwi
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Categories Kiwi
Vacations | Cheap Vacations | Air Ticket Providers
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Last update: November 2025
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Review with most votes
Flight booking
My recent experience with the online travel agency was amazing. The website was easy to use and the customer service was on point, making Kiwi a trustworthy platform for booking... Read onBy: alejandrin