Review Insights · Google Play
Kiwi.com - Book Cheap Flights
Kiwi.com - Book Cheap Flights · 125,235 ratings · ★ 4.3
4.3
★★★★★
125,235 ratings
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Top complaints - extracted from 75 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"refund"
22 negative reviews mention this · 29% of all complaints
★★★★★ "worst ever provider. no human support, only ai will respond even if airlines refund your amount they wont. so dont use this to book, your money will be looted" - Mohammed Ayub
2
"flight"
20 negative reviews mention this · 27% of all complaints
★★★★★ "almost lost a flight for this useless app. provide the booking reference in the booking email. bad review and uninstall" - Marco Arena
3
"kiwi"
15 negative reviews mention this · 20% of all complaints
★★★★★ "Spend 10 hours confirming the ticket, cancelled, and took the money to the Kiwi balance. Full of the marketing traps/misleading UI" - Roman Roman
4
"service"
14 negative reviews mention this · 19% of all complaints
★★★★★ "Worst customer service! Bots and no human representative to resolve the issue. Other competitors are much better in this aspect. Avoid, don't try to save a few bucks by booking with them." - Tarun Kalyani
5
"book"
14 negative reviews mention this · 19% of all complaints
★★★★★ "almost lost a flight for this useless app. provide the booking reference in the booking email. bad review and uninstall" - Marco Arena
6
"money"
13 negative reviews mention this · 17% of all complaints
★★★★★ "worst ever provider. no human support, only ai will respond even if airlines refund your amount they wont. so dont use this to book, your money will be looted" - Mohammed Ayub
7
"booking"
11 negative reviews mention this · 15% of all complaints
★★★★★ "almost lost a flight for this useless app. provide the booking reference in the booking email. bad review and uninstall" - Marco Arena
8
"customer"
11 negative reviews mention this · 15% of all complaints
★★★★★ "Worst customer service! Bots and no human representative to resolve the issue. Other competitors are much better in this aspect. Avoid, don't try to save a few bucks by booking with them." - Tarun Kalyani
9
"airline"
10 negative reviews mention this · 13% of all complaints
★★★★★ "worst ever provider. no human support, only ai will respond even if airlines refund your amount they wont. so dont use this to book, your money will be looted" - Mohammed Ayub
10
"customer service"
9 negative reviews mention this · 12% of all complaints
★★★★★ "Worst customer service! Bots and no human representative to resolve the issue. Other competitors are much better in this aspect. Avoid, don't try to save a few bucks by booking with them." - Tarun Kalyani
11
"support"
8 negative reviews mention this · 11% of all complaints
★★★★★ "worst ever provider. no human support, only ai will respond even if airlines refund your amount they wont. so dont use this to book, your money will be looted" - Mohammed Ayub
12
"cancelled"
8 negative reviews mention this · 11% of all complaints
★★★★★ "Spend 10 hours confirming the ticket, cancelled, and took the money to the Kiwi balance. Full of the marketing traps/misleading UI" - Roman Roman
📋 All 75 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
almost lost a flight for this useless app. provide the booking reference in the booking email. bad review and uninstall
Can't verify phone number so annoying!
Worst customer service! Bots and no human representative to resolve the issue. Other competitors are much better in this aspect. Avoid, don't try to save a few bucks by booking with them.
worst ever provider. no human support, only ai will respond even if airlines refund your amount they wont. so dont use this to book, your money will be looted
Don't use. Has terrible AI support bots and didn't process my boarding pass even though I booked 5 days in advance. Found out last minute at the airport. Quite stressful.
Spend 10 hours confirming the ticket, cancelled, and took the money to the Kiwi balance. Full of the marketing traps/misleading UI
I cant download the app
It's gotten progressively worse since they hopped on the AI train and now it doesn't even search flights. It just freezes. The app used to be decent to find flights but I would never book with them only direct with the airline. It's also always trying to get you to create / sign into an account.
Flight canceled, no refund from Kiwi. Only got my money back after a bank chargeback. Avoid if you want reliability. Awful unfortunately experience
Worst ever. I have got confirmation then a day later they canceled when the flight rate raised upp .I had to book again in double rate Scam. Be aware
Don't use this site. ive been waiting 5 weeks for a refund or just anything from them. hard to contact the help service. I just need conformation so ny insurance company can reimburse me the to 2 extra flights I had to pay for. due to a late connecting flight due to the airline. if I could give a 0 I would
this app cannot give you any info. they just made the app for you to buy ticket and they don't care after that. They wont give you access about your check in and or pnr number.
Not refunding canceled spirit flights and not responding to customer service messages.
Scamer i booked flight for my friends and cancelled for war issues It's 2 months i didn't got back money and support always send me same recorded reply for waiting They are totally scamers
after the Update i can t make a search ! it shows me , webpage unavailable ! the other features work
one of the worst ticketing apps. worst customer support. I have had 3 bad experiences and it's finally time to uninstall the app.
bad custom service
خدمه سيئه ويلغي الرحله وما في خيار غير ان الأموال تنزل على ويكي فقط و الرد الالي فقط من خدمه العملاء... بقالي اكتر من ساعه عايز استرد اموالي من التطبيق والتطبيق رافض ونفس التذكره سعرها تضاعف على الموقع هذا فقط وسعرها زي ما هو على جميع المواقع
Do not use this app to book your flights. Our return flight with Shenzhen Airlines booked with this app/website got moved/cancelled 2 days ahead, which obviously we cannot take. The refund is taking so long. A basic request certification of flight cancellation has been on ice for lmost a week. WORST of all, I really cannot trust the AI they're using as customer service as it is seemed to be designed just to sooth a justifiably enraged customer without providing actual useful help. Do not use.
Big fraud..dont fall for it. you will lose money and now support
terrible- don't even give you confirmation for your flight
uncoperative and not customer friendly policies.. will not recommend anyone . kind of scammers..
حراميه ونصابين. أخذر تنزل التطبيق وتتعامل معاهم
Do not download this app , they will move your airplane tickets and then make you cancel them and not refund you the money. THIS APP SCAMS YOU.... BEWARE!!!!
After years of using Kiwi I'm finally done. Overpriced on so many levels and booking the worst flights imaginable to make an extra buck. Goodbye forever.
Kiwi support promised in writing that my airport check-in fee would be reimbursed if I submitted the receipt. I followed their instructions, paid the fee, submitted the receipt, and was later refused reimbursement. They eventually admitted that the final decision contradicted their earlier written promise, but still refused to pay. This caused unnecessary stress, wasted time, and extra expense. I will not use Kiwi again.
Very bad experience. I purchased a ticket, but the flight was canceled 2 times (after rebooking). I had to stay in a foreign country and pay for hotels and so on. Not only that there is no compensation, but I can not even get my money back for more than a month, so far... Just getting message: "We understand that it might be frustrating, BUT..."
unreliable travel agency, stay away from this!
almost 2 months I still not yet received my refund from my cancelled flight
Never again.
customer service is horrible
My flight was cancelled how ever they refund only some amount. Worse booking platform. Don't use this platform for booking. really disappointment for refund.
Worst customer service, I have requested for a refund because my flight got cancelled due to current Middle East tension (airline cancelled it),but nothing happened. For a month i keep following up for an update... and it's still pending. NEVER BOOK FROM KIWI AGAIN
The price changes at the last payment step.... "displaying a prompt " We are sorry but he price has increased".....if you try again a few ours later.... it is the same, small ticket price at the begining to lure you....and after you tipe in all the details for every passenger I get the same prompt raising the price. What a bunch of scammers. I ended up buying from the independent airlines where it was cheaper.
Utterly unacceptable customer service during flight changes.
I used to like Kiwi, now I have a lot of questions. Kiwi showed 91€ but charged my card 116€ instead. Contacted the support immediately and a series of random answers began: their system failed, the prices can change, voucher doesn't exist (sent a screenshot and they ignored it), airline prices fluctuations... after 2 days of asking simple questios I gave up because their support just kept giving me unrelated answers to my questions. Very infuriating support
15 years ago kiwi was the very best of these apps. I'm uninstallung it now. It's a horrible app! Very bad UI. Poor price searches and just overall.. Terrible.
can someone stop airlines using crazy dynamic prices? why is it first getting more expensice and then cheaper again. because of this reason im flying less and less, because I feel cheated every time I buy a ticket
Very pathetic experience. Sincere suggestion for users not to use their website for any bookings. I booked a flight with them and due to some reason I cancelled it right away. after that I'm continuously raising requests for my refund and they cancelled my refund request after taking a month long time stating airline didn't approve it. when i contacted the airline they told me as per policy of cancellation within 24hr you'll get 100% refund. but kiwi not responding to it now.
absolutely horrific! I requested medical cancellation well within allocated time and they basically ignored me until it was too late and kept making excuses. when the refund wasn't processed by the airline they didn't even inform me about it. I have bought a lot of tickets through them and this was the first time I made any requests and they refused to help at all! I generally don't do reviews but this experience was so appalling I felt I had to!
warning!! don't use this app!!! my flight got canceled and they never gave me a refund!!!! the worst costumer service I used Expedia afterwards they gave me amazing service! stay away from kewi!!!
got over charged by a lot for services I didn't use, and its not refundable.
awful ai generated ads
Careful, they got a refund policy that may take your money. Mine was already taken.
This app is so bad, I can't even make the login on my Samsung Galaxy S26 with my Google account. It simply never pops up and just stays frozen in a loop. Truly a joke, fire your developers!
Scammers.thry will take your money the. you have to deal with all their issues
Slow, AI takes forever to respond, malfunctions, feels like there is almost no human input and like the developers used chat gpt to make it, doesn't help with important questions, changes information, doesn't update when needed. 0/10
very frustrating experience. was granted refund in credit, but cannot use the credit
Seriously the worst, I think this could be a scam. you try to purchase a flight at one price and it changes, it charges extra for credit card bookings and then it says your bank declines payment when really it's fine
i want a human being to respond please NOT an ai bot - TERRIBLE customer service. recently we had a death occur after booking. we filed for consideration for a refund. kiwi admitted in an email they did not properly relay the request to the airline, and then offered a partial credit. if kiwi admits that it made the mistake and as a result i could not get consideration for a full refund from the airline, why are they giving me a partial credit instead? CONTACT ME
+ 25 more in the clipboard copy
Sentiment summary
83%
Positive (4-5★)
3%
Neutral (3★)
14%
Negative (1-2★)