Reviews

This profile includes reviews for Kiwi.com, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Kiwi.com, Inc.

  1221 Brickell Ave STE 1115 Miami, FL 33131-3230

• 

  Kiwi (online - scam)

  Milwaukee, WI 53201

• 

  Kiwi.com, Inc.

  78 SW 7th St STE 500 Miami, FL 33130-3782

Review Details

• Review fromAbhishek D

  Date: 06/15/2025

  1 star
  Title: Avoid Kiwi.com Zero accountability and misleading support Review:Booked a roundtrip from ****** to ********* via Kiwi.com. I was denied boarding by *************** despite being at the gate well before the cutoff. Spirit later acknowledged the issue and issued me flight credit, admitting fault. But Kiwi.com refused to refund the trip claiming it was a voluntary cancellation and trying to charge a 30 cancellation fee on top.Customer service was unhelpful and robotic, constantly hiding behind vague carrier policies while refusing to take responsibility as the booking platform. They sent generic refund-denial emails, even when I provided proof of the airlines compensation.If your flight gets disrupted, Kiwi will leave you hanging. No support. No accountability. Never booking through them again.

  Kiwi.com, Inc.

  Date: 06/17/2025

  Dear customer,

  
  Thank you for sharing your experience, and we are sorry to hear about the inconvenience you encountered. We understand how frustrating this situation must have been and appreciate you bringing it to our attention.
  Please rest assured that we are currently looking into the matter in more detail. Our team will follow up with you as soon as we have an update.
  

  Kind regards,

  Iva

  Customer Advocacy Specialist 

• Review fromxiao y

  Date: 06/13/2025

  1 star
  Title: Poorly Informed Booking with Hidden Multiple Purchases and Misleading Self-Transfer Transfer at *** I booked a ticket today, June 13, 2025, through Kiwi.com for international flights from *******, ***** to ******, ***, via *************** (ICN), *****, ***********, for travel on September 19, 2025. The itinerary was presented as one booking but actually involved multiple separate ticket purchases that were not clearly disclosed.The self-transfer transfer at *** was not clearly explained and was included in a small, less noticeable link. I initially assumed a simple terminal-to-terminal transfer, but in reality, passengers must exit immigration, reclaim and recheck luggage, and potentially obtain additional transit visas. This is especially difficult during a short 3-hour layover and for only two senior citizens.When I contacted Kiwi.com customer support for clarification and assistance, their response was slow and did not fully address my concerns. They promised to call me but never did. Furthermore, they rejected my refund request without any empathy and refused to provide contact information for higher management.Additionally, booking the separate tickets independently would have been cheaper than the price charged by Kiwi.com.Given these issues, I respectfully requested a full refund due to the misunderstanding and insufficient information provided regarding the itinerary and self-transfer requirements as soon as I became aware of these issues. However, Kiwi.com rejected my request.I urge travelersespecially those with elderly or disabled companionsto carefully review all itinerary details and be aware of transfer requirements before booking through **** for international flights.

  Kiwi.com, Inc.

  Date: 06/16/2025

  Dear Customer, 
  
  Thank you for leaving your valuable feedback regarding your recent experience with Kiwi.com. 
  
  We located the reservation in your system and will proceed to investigate it on our side. One of our representatives will contact you as soon as possible to assist with your case.
  
  Thank you for your cooperation in getting back to us once we contact you to work on a solution for your case together. 
  
  Yours sincerely, 
  
  Customer Advocacy Team

  Kiwi.com, Inc.

  Date: 06/20/2025

  Dear Customer,
  
  Thank you for sharing your detailed feedback about your recent experience. As the Customer Advocacy Specialist who reviewed your case, I want to address your concerns directly.
  
  You contacted us shortly after booking, concerned about the self-transfer connection for two senior passengers. While our platform displays self-transfer information within the booking interface, I acknowledge this could be clearer, especially for first-time users. You are correct that self-transfer requires passengers to collect luggage, go through immigration, and check in again, which can be challenging even with a 3-hour connection.
  
  Upon review of your cancellation request submitted within 24 hours of booking, we took immediate action. While one portion of your trip was still in the booking process and could be interrupted, the other airline ticket had specific fare rules affecting refund eligibility. This initially led to a partial non-refundable notification while we were still processing the remaining portion.
  
  I have provided full details about the resolution via email for security reasons.
  
  We value feedback that helps us improve our service. Based on your case, we are reviewing how we present self-transfer information to ensure it's more straightforward, particularly for bookings involving senior or special assistance passengers.
  
  Kind regards,
  ***
  Customer Advocacy Team

• Review fromBarbara L

  Date: 06/11/2025

  1 star
  Horrible Experience No Help with ********** Dog, Left Stranded at the Airport I had an awful experience with Kiwi.com. I was traveling with my certified service dog, and when the airline refused to let us board, Kiwi.com offered zero support. Their communication was terribleit was almost impossible to get in touch with a real person. When I finally reached someone, they basically told me good luck and refused to help me resolve the issue.Because of their lack of assistance, I lost my ticket and was stranded at the airport for two more days. For a company that books international travel, their customer support was shockingly unhelpful and dismissiveespecially for someone traveling with a disability.I would never recommend Kiwi.com to anyone, especially if you have specific travel needs or require any kind of real-time help during your trip.

  Kiwi.com, Inc.

  Date: 06/12/2025

  Dear *** ****, 

  Thank you for sharing your experience with us. We genuinely appreciate your honest feedback, as it helps us identify areas where we can improve.

  Our team will be reviewing your concerns carefully, and well reach out to you directly if we need any further information.

  Thank you again for bringing this to our attention.

  Kind regards,

  Customer Advocacy Team
  
  

  Kiwi.com, Inc.

  Date: 06/25/2025

  Dear Ms. *************** are sincerely sorry to hear that your latest experience with Kiwi.com did not meet your expectations.
  
  After reviewing your booking, we found that the service dog was not registered with us, due to the required service fee not being paid. Without that, we were unable to submit the request to the airline in advance, which is essential for accommodating service animals.
  
  Additionally, you contacted us just one hour before the departure, which unfortunately left us with very limited options to assist at that stage.
  
  The single flight on your itinerary is, unfortunately, fully nonrefundable; however, your reservation has been reevaluated, and a new solution has been provided.
  
  Thank you so much for your understanding. If you have any questions, please do not hesitate to respond to my email at any point; I will be happy to assist you.
  
  Best regards,
  
  Customer Advocacy Team
  

• Review fromRosangela S

  Date: 05/30/2025

  1 star
  I used this site frequently to my trips. So, I booked my trip, checked in, pass through security and border control. After that, I was singled out for further inspections in the border, after having my passport stamp (as already left the country officially!). However, as I was being questioned, I was late and not allowed to board, because they closed the gate. Probably about 2 minutes! Since this was a multicompany flight, the first one offered to fly later on, but that would break my whole schedule. I contacted Kiwi and explained and asked for help rescheduling my flight. I was summarily denied and asked instead to buy a new ticket! I also argued with the representative that I have been a regular costumer, and they should also take that into consideration, but that seemed out of question for them.

  Kiwi.com, Inc.

  Date: 06/02/2025

  Dear Mrs. ********************* note that we have received your official complaint.
  Thank you for letting us know about your concern. We take all of our customer feedback and complaints seriously.
  We'll thoroughly investigate the circumstances surrounding the issue and get back to you as soon as possible - within 30 days at the latest.
  In the meantime, we appreciate your patience.
  Sincerely,
  Customer Advocacy Team
  **********************

  Kiwi.com, Inc.

  Date: 06/06/2025

  Dear Mrs. ************************ you for sharing your experience. We're sorry to hear about the inconvenience you faced during your recent trip.
  
  After reviewing the details of your case, we understand that you arrived at the airport approximately one hour prior to your flights scheduled departure. For international travel, it is strongly recommended to arrive 23 hours in advance, as airlines and border authorities may require additional time for check-in, security screening, and immigration procedures.
  
  Unfortunately, once a gate has closed, rebooking options are very limited especially in cases involving multiple carriers and nonrefundable tickets, which was the case here with each of the carrier on your itinerary.
  
  While we do our best to support our customers in such situations, we are also bound by the policies of the airlines operating the flights.
  
  That said, we take all feedback seriously and remain committed to continuously improving how we handle complex travel situations. If you would like to discuss your case further, please feel free to reply to my email; I will be happy to address any questions you may have.

  
  Sincerely,

  Customer Advocacy Team

  **********************

• Review fromEvan B

  Date: 05/23/2025

  1 star
  Do not trust this service with your travel plans or your money. My partner and I booked a flight to ******* and back through **** only to have the first flight of our trip - *** to ********* - cancelled with no explanation. At that point we were given the option of a full refund of that ticket (and *attempts* to refund the other tickets, which turned out to be just that) or to be upsold between 400 and 600 USD for inconvenient itineraries. We requested a refund with an assurance that our request would be processed within 7 days, and so far, more than two weeks later, have only received a small partial refund for one of the return flights, and seemingly no refund at all for the cancelled flight.If this isn't a scam, it's scam-adjacent. Do NOT book with Kiwi.

  Kiwi.com, Inc.

  Date: 05/26/2025

  Dear Customer,
  
  We appreciate your review and feedback regarding your recent experience with us.
  
  Rest assured that your feedback is of utmost importance to us, and we are committed to thoroughly investigating the concerns you have raised. Our dedicated team will work on a detailed analysis, and we will reach out to you promptly with the results of our investigation.
  
  Thank you for bringing this matter to our attention. We will take the necessary steps to address any issues and improve our services.
  
  Sincerely,
  
  Customer Advocacy Team
  
  

  Kiwi.com, Inc.

  Date: 06/18/2025

  Dear Customer,

  
  Thank you for telling us why your experience with Kiwi.com was not a pleasant one. I am very sorry to hear about the troubles you have encountered regarding your refund.

  
  I have investigated your booking and could see that in the meantime we received the refund for the cancelled flight and it was forwarded to you, the 7 days timeframe is meant from the moment we receive the funds from the airline, which can sometimes take a little longer. In my email you can find the detailed breakdown of the refund.

  
  Thank you for bringing your concern to my attention and for any further assistance I am at your disposal.

  
  Kind regards,

  
  *** *.
  Customer Advocacy Specialist
  
  

  
  

• Review fromSean O

  Date: 05/20/2025

  1 star
  The flight I booked on kiwi.com was cancelled. Instead of just simply giving me the refund. It is "requesting the airline for an refund on my behalf" and will charge me 30 Euros for the "service". Even then, I still have not received a single *****. I can't believe this scam is even legal.

  Kiwi.com, Inc.

  Date: 05/22/2025

  Dear **** ******* / Better Business Bureau,
  
  We have received a review about Kiwi.com, and we wish to address the customer's concerns effectively. Regrettably, we could not locate the reservation in our system since no reference number was provided.
  
  To proceed with a thorough investigation and assist the customer appropriately, please provide us with the customer's booking number and the email address associated with their booking. 
  
  Customer satisfaction is important to us, and as soon as we have the necessary information, we will be able to assist the customer with their concern. We appreciate your assistance in obtaining the necessary details to resolve the issues mentioned.
  Best regards,
  
  Customer Advocacy Team
  
  

• Review fromAlexander W

  Date: 05/05/2025

  1 star
  As a first time customer, I saw a great flight price through Kiwi.com. However, after that, all I experienced on the site were continued issues. Kiwi forced me to change the flight to a different one (citing an unknown technical issue) -- for which I agreed to accept that new flight. Then 15 minutes later I received an email saying that this new flight all of a sudden had (ANOTHER) new technical issue, and needed to be changed. overall it very much felt like a bait and switch operation. I highly recommend not purchasing through them, and that other customers hopefully do not experience the same issues. All it was were continued headaches, until they finally said that they would refund my money.

  Kiwi.com, Inc.

  Date: 05/06/2025

  Dear Mr. ****************** you for sharing your experience, and Im truly sorry to hear that your booking did not go as expected.
  
  Unfortunately, there were technical issues on the side of our booking provider which caused the booking process to remain incomplete. By the time we attempted to offer an alternative, the price had already increased, which understandably added to your frustration.
  
  We issued a full refund for your booking, and I regret that this situation impacted your first impression of our service. We are always working to improve our processes to prevent such issues from happening in the future.
  
  Thank you again for your feedback.
  
  Kind regards,
  
  ******* *.
  Customer Advocacy Team
  **********************

• Review fromMiranda P

  Date: 03/26/2025

  1 star
  Do not use this booking service!! They will steal your money, not give you tickets or a refund and they do not have customer service. Just an AI bot that puts you on a email loop. This company is ran by scam artists.

  Kiwi.com, Inc.

  Date: 03/27/2025

  Dear *******,

   

  Thank you for posting this review.

   Please be assured that we take all feedback seriously and we will be investigating the issue you have raised in your review. Please allow us some time to proceed with a through investigation, and we will contact you with the outcome as soon as possible. 

   

  Our farewell signature must be in the following format:
  Iva
  Customer Advocacy Specialist

  Kiwi.com, Inc.

  Date: 03/28/2025

  Dear *******, 
  
  Thank you for sharing your experience with us.
  
  I have sent you an email that brought a bit of insight into what has happened in your reservation and provided a clarification.
  
  Best regards,
  
  

  Kiwi.com, Inc.

  Date: 03/28/2025

  Dear *******, 
  
  Thank you for sharing your experience with us.
  
  I have sent you an email that brought a bit of insight into what has happened in your reservation and provided a clarification.
  
  Best regards,
  
  

• Review fromEliyahu K

  Date: 02/25/2025

  1 star
  I booked a flight with kiwi and had to cancel. they *** they would try there best to get me back my money and then told me they cant help/ so i checked the airline policy and they were wrong and there goes my money

  Kiwi.com, Inc.

  Date: 02/27/2025

  Dear Mr. ********************** note that we have received your complaint. 
  Thank you for letting us know about your concern. We take all of our customer feedback and complaints seriously.
  We'll thoroughly investigate the circumstances surrounding the issue and get back to you as soon as possible.
  
  In the meantime, we appreciate your patience. 
  
  Sincerely,
  
  Customer Advocacy Team
  **********************

  Kiwi.com, Inc.

  Date: 03/20/2025

  Dear Mr. ********************* you for taking the time to share your valuable feedback regarding your latest experience with Kiwi.com.

  Please note that you canceled your reservation voluntarily, so we had to adhere to the cancellation policy of the operating carriers on your itinerary.
  
  Two of the flights were fully nonrefundable. One of the airlines issued a small tax refund; however, the amount was lower than our cancellation fee, which was mentioned in your Manage My Booking before you opted for the voluntary cancellation.

  We apologize for the inconvenience, but unfortunately, the options here were limited due to the nature of the refund request. 
  
  I hope this explains the situation, and thank you for your understanding.
  
  Best regards,
  
  Customer Advocacy Team
  **********************
  

• Review fromDana D

  Date: 02/22/2025

  1 star
  I had a very bad experience with Kiwi. Everything was confusion once I made my booking. The hacks they offered when intineraries changed were absurd (like a second leg of a trip with no carryon luggagecoming back from month away! And no flag of it in advance) I eventually decided to cancel everything (I had a cancelable standard ticket) and the online cancellation page didnt work.) So I have been at the mercy of their ridiculous text messaging people who say they cancelled but my trip is still confirmed on the app. Complete torture.

  Kiwi.com, Inc.

  Date: 02/24/2025

  Dear **** ********,
  
  
  
  Thank you for sharing your feedback with us.
  
  
  
  We genuinely value the opinions of our customers and strive to provide the best possible service. We will look into this matter and provide you with a solution as soon as possible.
  
  
  
  Kind regards,
  
  Customer Advocacy Team
  

  Kiwi.com, Inc.

  Date: 03/04/2025

  Dear Mrs.********,
  
  Thank you for your feedback.
  
  We understand that you have expressed the wish not to be contacted, and we fully respect and honor that request. Our goal is always to provide the best possible service while ensuring that our customers' preferences are upheld.
  
  If you ever need assistance in the future, please know that we are here to help. We appreciate your time and feedback.
  
  Best regards,
  
  Customer Advocacy Team