Kiwi113 reviews
This score is based on 113 genuine reviews submitted via US-Reviews since 2023.
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Find companies you have experience with and write reviews about them! Your reviews contribute to a more transparent market and improve the reliability of companies.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.
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.
When escalation finally worked
ticket sent to finance, wait 15 minutes on chat, repeat. I finally felt relief on a Tuesday afternoon, oddly: after I filed documents with the German authorities and emailed a single, short summary to a manager, the money hit my account the next day. That was the moment I knew this would end — not because their chat was helpful, but because someone actually moved it upstream. Surprising detail: the refund came faster than their scripted replies suggested once it was escalated. So yeah, avoid assuming quick fixes, but escalation worked for me in the end.
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.
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: August 2026
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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