Kiwi.com offers a user-friendly booking platform with competitive prices, but suffers from severely inadequate customer service, particularly when issues arise close to travel dates or require human intervention.
What customers love
Common concerns
Customers mention
All is professional
Booked a Wizz Air flight through the Kiwi.com app using their “Save Fare” option, only to later discover how restrictive it is. You cannot make any changes to the booking through the Kiwi app, and you’re also blocked from managing or modifying the booking directly on the airline’s own website. On top of that, check-in is not handled through the Kiwi app at all and must be completed separately via Wizz Air, which makes the whole process confusing and inconvenient. When I needed to make a simple change, the only “solution” offered was to cancel and rebook an entirely new flight at my own expense, which is completely unreasonable. There is no flexibility, no proper self-service management, and very limited support when issues arise. Overall, the experience feels misleading and frustrating. I would not recommend using this service, especially if there’s any chance you might need to adjust your travel plans or expect a smooth, centralised booking process.
The customer service is terrible, the AI Nathan is useless and keeps recycling the same thing over and over again when a human is needed to step in. When you finally get a human, he too disappears after messaging you that he will help. I don't advise anyone to buy a ticket from them because when you have issues aboard with your flight, there is no assistance forthcoming from Kiwi.com.
Everything was perfect. Flight on time Flores to Denpasar. Would use again.
Clear, understandable and good price
Very good price and the service quality
The flight booking process was very smooth and easy to use. Everything was clear and well organized, and the check-in experience was quick, efficient, and stress-free.
The service is quite convenient and reliable. But sometimes it has some glitches, you always need to check if your destination city and the date are still correct before really proceeding to booking. Also be cautious with the cancellation/refund process, last time the refund didn't succeed so more I don't have neither the ticket, nor the refund. And if it would succeed, Kiwi's fee for it would be 30€ (if you didn't cover that before)
Everything was clear and easy
Kiwi is by far the worst travel company I have ever dealt with! First, they informed us that we have a refund coming to us, not bothering to tell us what it’s for. Then, when we contacted them, they told us that we cancelled one of our flights. We never cancelled anything!! We tried to get answers using their chat platform and kept receiving conflicting answers from both humans and bots, some telling us that yes our flight had been canceled and others telling us that no, our flight was still confirmed. After about 10 or more chat exchanges, and being told that we could not resolve this issue by phone because we were not within seven days of our trip, we decided to give up and contact the airline directly. It’s been an absolutely infuriating and ludicrous experience! What viable company repeatedly sends you contradicting answers and does not allow issues to be resolved by phone?? DON’T DO BUSINESS WITH KIWI!!
Kiwi.com is rated 3.0 out of 5 from 41 verified customer reviews on ReviewTerminal — rated Average. 2% of customers gave 4 or 5 stars.
Kiwi.com has an average rating of 3.0 out of 5 based on 41 customer reviews on ReviewTerminal.
Kiwi.com has 41 verified customer reviews on ReviewTerminal. Every review is from a real customer and is published without company involvement.
Based on 41 verified customer reviews, Kiwi.com holds an average rating of 3.0 out of 5 — rated Average on ReviewTerminal. 2% of customers gave 4 or 5 stars.
