Kiwi40 reviews
This score is based on 40 genuine reviews submitted via US-Reviews since 2023.
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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.
Late-night booking, mixed feelings
I remember booking this on a whim one late night and thinking, hey, that’s a great deal. The site felt quick and slick, but a few days later I kept getting little charges that didn’t make sense. There was a baggage markup and an extra “connection protection” fee I didn’t sign up for — annoying. I called, got different answers each time, which was frustrating, yet somehow my bags were allowed on the DAT flight like they should have been, so the trip itself wasn’t ruined. In the end I paid a bit more than I expected, and I still don’t love the way they hide stuff, but I’m glad the actual travel day went smoothly. So yeah, be careful, check the fine print, and double-check your final invoice. I’m relieved it worked out overall, just wishing the whole process was cleaner and less sneaky.
Mixed results — don’t trust refunds
I wouldn’t rely on Kiwi if you might need a refund. I booked multi-person flights a few months ago — family trip plus one work leg — because Google Flights pointed me their way. Booking itself was fine, prices looked good and the tickets showed up in my inbox, so that part works. Then part of the itinerary was canceled without a clear reason and Kiwi said they’d refund me. Fast forward: roughly 15 phone calls over several months and only about €900 of the €1450 has been returned. Every call you hear the same “please wait” line. For about three months nothing moved. The refund math is opaque, reps aren’t helpful, and you keep getting told to be patient. So: handy for finding cheap combos and actually getting tickets, but terrible and frustrating if plans change and you need your money back. I still use Google Flights to compare, but I won’t book through Kiwi again, no.
Left Scrambling, Slight Relief
the refund cleared without a long fight, which I'm grateful for. Still, I felt stranded and had to cancel a trip I was really looking forward to. My tip: if you can, book directly or choose a flexible fare, and keep screenshots of everything. I'm now checking other avenues, including public and legal routes, so hopefully others don't face the same hassle. I want them to improve their human support quickly.
When you need help, it’s quiet
booking online was easy. But honestly I expected the customer support to be better. My advice to others: save copies, push for direct airline contact, and maybe get insurance or avoid third parties when things are volatile.
Bad timing, worse follow-up
I glanced at my calendar and realized I’d booked for the wrong day. Classic Monday move. I messaged Kiwi.com almost immediately, like within a minute, asking to cancel. Their site replied with a cancellation fee. Fine, I thought, annoying but whatever. Weeks later the story changed. They said they couldn’t get a refund from the airline, even though they cancelled the ticket on my behalf. No clear reason. No proper explanation. I spent time chasing them, got bounced around, then asked for the booking reference so I could talk to Wizz Air myself. That took a manager and more back-and-forth than it should have. Wizz Air told me there was no reason a refund wouldn’t be available, and the refund amount Kiwi had quoted was off — like made-up numbers. It left a sour taste. The interface and booking process felt fine — quick and convenient when I’m juggling work and family and need to sort travel fast — but their customer support is evasive and inconsistent. It’s frustrating because booking should be one less thing to worry about. I don’t want to assume the worst, but I also can’t ignore how messy and opaque the whole thing was. Won’t be using them again for anything important.
Late cancel, poor follow-through
I noticed I’d booked the wrong date about sixty seconds after hitting confirm — silly mistake, I needed the flight because we were moving and my back flares up if I wait too long, so timing mattered. I called Kiwi.com almost immediately to cancel and they told me there’d be a cancellation fee. Fine, I accepted that at the time. A month later they came back saying they couldn’t get a refund from Wizz Air and that I’d get nothing — even though Kiwi had already canceled the ticket on their end. No clear reason why they would cancel if a refund wasn’t possible; that contradiction was the first red flag. After some escalation and a manager call (which took ages), we finally got the booking reference and contacted Wizz Air ourselves. Wizz Air said there was no valid reason for no refund and that the “refund” amount Kiwi quoted was wrong — basically made up. Customer support from Kiwi was evasive, offered conflicting info and never really fixed it. Delivery of the refund was the big issue — it never arrived through them. I’m left feeling frustrated and a bit cheated; the whole process was slow and unhelpful. Won’t use them again.
Refund mess and slow replies
the refund policy they show and what they actually do are two different things. Customer service was pretty useless — long waits, vague answers, people repeating scripts, and you can tell they want you to give up. After I posted on social channels they came back offering half the price, which felt like bargaining after the fact. Delivery of the tickets themselves was fine — emails came through, e-tickets worked — but delivery of the refund? Terrible. It dragged on, then stalled. I use online bookings all the time for short trips and this was one of those times where the service side matters more than the fare. Dryly put: don’t rely on the “100%” label, and be ready to push if you need your money back. It left a bitter, tired feeling.
Split-charge surprise on a round-trip
I’m glad I’m sharing this — Kiwi looked like a steal, but it turned into a messy lesson. I first saw Kiwi.com in a travel forum and a friend nudged me to try it, so I booked a round-trip from Buenos Aires to Toronto with Arajet through Kiwi for $2,296.28. Mid-trip the return got canceled by the airline and that’s when things got weird. Kiwi had apparently split my single purchase into two separate bookings behind the scenes, charging each leg with different one-time virtual cards — something they didn’t make clear when I bought the ticket. Suddenly the whole trip’s purpose evaporated and Kiwi refused to refund $822.28 for the outbound, claiming I “voluntarily canceled” that part, which I absolutely didn’t do. I chased support multiple times, even emailed their CEO, and heard crickets. Arajet confirmed in writing that the transactions were split by Kiwi, so it wasn’t the airline’s choice. So yeah, the price looked good up front, but the lack of transparency and the virtual-card trick made it risky. I’m kind of enthusiastic about telling people because I’d rather save you the headache — there’s value in a heads-up. If you’re booking international or multi-leg trips, double-check how they process payments and maybe don’t rely on Kiwi for complicated itineraries. Learned a lot; would’ve been nicer if they’d just been upfront.
They could've refunded — but didn't
“refund pending with airline.” No proof, no refund ID, no timeline — just radio silence with polite words. I filed formal notices and set deadlines; nothing changed. It’s frustrating because the process had a clear fix (airline cooperation), but Kiwi’s handling was slow and sloppy. Small plus: their site is easy enough to navigate and the initial booking went fine, so ordering wasn’t painful. But the lack of follow-through on refunds makes them hard to trust. Not a disaster if you’re lucky, but I wouldn’t rely on them for anything time-sensitive.
Split booking cost me more than the ticket
you might save cash, or you might end up chasing refunds and getting nowhere. I felt annoyed, deflated, a little foolish. So yeah, be careful, warn friends, and double-check the payment fine print — or don’t risk it. I wasted hours on hold and it ate into vacation planning, which is its own tragedy. If you see a deal, take a breath and think twice.
Cheap fare, costly headache
confirmations arrived fast and the app showed everything as “confirmed,” which actually surprised me in a small way — at least there was some paper trail. Fast forward to the airport: airline staff couldn’t find my reservation because the booking details didn’t match their records. Long story short, I missed the flight. Not great.
Customer service was mostly automated replies, long waits on hold, and a single agent who basically said “that’s our policy” and offered a voucher or an expensive rebook option. No real help to get me on that day’s plane. I ended up buying a new ticket directly with the airline (more money, more stress). On the plus side — and this is the odd bit — the emails and timestamps from the booking site made it much easier to prove what happened when I filed a complaint and disputed the charge with my card. So that part, the documentation, actually worked in my favor.
Bottom line: my pre‑purchase doubts were deserved. The service didn’t fix the mistake and the options they gave were limited and costly. If you’re buying last‑minute and can’t afford a hiccup, don’t risk it with a third party like this; book direct or be ready for hassle.Reluctant relief after a mess
automated replies, vague “technical issue” lines, and an agent who basically suggested I pay more or take a voucher. That’s the skeptical part — I’ve had similar run‑arounds with other resellers before, so my antennae were up.
But then something changed. Instead of arguing forever, I escalated: emailed the airline directly, called my credit card, and pushed for a supervisor. It took time and a couple of awkward holds, but the turning point was when someone actually spelled out options clearly — a full refund posted to my card within days, no mysterious fees, and a real confirmation from the airline that they’d blocked seats for the next flight just in case. That moment, seeing the refund hit and reading the supervisor’s message, was when I finally let out a breath. Not perfect — I still lost a day and had stress — but the end result felt fair and handled, which matters.
If you’re wary like me, escalate early and document everything. I wouldn’t say I trust that broker any more than before, but I am satisfied with how things closed once I pushed. Small wins count.Slow tide, missing money
I bought a complicated ticket because I had to move for work. It was one of those multi-leg itineraries you piece together to save money. I was skeptical from the start. I’d had bad experiences with third-party sellers before. The price looked good, so I clicked, but I hesitated. Little red flags popped up — mixed carriers, partner flights, a guarantee that sounded vague. Still, I needed to be there, so I went ahead.
Flights booked
I booked my flights with this company and everything went really well. The price was good, but I got kinda annoyed because I wasn't sure about the baggage allowance. When I reached out to customer service for help, they weren't very helpful. Despite that, the flights were on time and the service during the flight was really great.
Flight ticket purchase
This was my first time trying to buy a flight ticket on this site and, boy, was it a letdown. I got a message only three hours before my flight saying that all the seats were gone, which really put me in a tough spot. And to top it off, I had already paid for the ticket, so you can imagine how frustrating that was. I mean, they said they'd give me a refund, but it's just not cool to sell something that doesn't even exist in the first place.
Online purchase
I have to say, my experience with customer service was frustrating in the beginning because I couldn't get ahold of anyone through the app. But once I finally got through, the person I spoke with was really friendly, helpful, and fixed my issue pretty quickly.
App access issue
Man, I had a ton of trouble trying to get into the app. It was a nightmare just trying to find a phone number to call for some help. And when I finally reached someone named Bambi, it got even worse. Their English was so hard to understand, it was like talking to a wall. It was totally frustrating.
Airline ticket purchase
Booking my airline ticket was super easy and smooth sailing from start to finish. They sent me emails right away with all the details I needed, like when to print my boarding pass and tickets. The website was really simple to use and made everything quick and painless.
Flight search app
I've been using this flight search app for a while now and I have to say, I'm really impressed. The interface is easy to use and makes it simple to find the cheapest flights. What I like most about this app is how flexible it is when it comes to search options. Whether I'm searching for flights in a certain area or for specific dates and destinations, this app has everything I need. It's definitely made budget travel a lot easier for me as a backpacker. Thanks for providing such a fantastic service.
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
Have you used the services of Kiwi before? Did you experience any irregularities in the course of surfing their website? Do you have submissions or reservations you might want to lodge here? Would you endorse them to others? Your feedback will provide the company with tips and ideas on how best to improve its service delivery. We look forward to hearing from you!
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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