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CB Travel and Vacations Kiwi.com Complaints #2-21
Kiwi.com

Kiwi.com review: 1 star – worst customer service and refund experience ever

G
Author of the review
3:38 pm UTC
Verified customer The reviewer confirmed their account using Google. Learn more
Featured review
This review was chosen algorithmically as the most valued customer feedback.

I am extremely disappointed with Kiwi.com and their handling of my refund request.

I booked return flights through Kiwi.com. The airline cancelled my outbound flight and also changed my return flight itinerary. Originally, the return flight was a direct route from Dubai to Ankara, but it was changed to Dubai → Istanbul → Ankara.

My question is very simple: How can I use a return flight when the outbound flight was cancelled by the airline?

A family member booked the exact same flights through another travel agency (MyTrip), and the airline approved a full refund for both flights within a few days. Meanwhile, Kiwi.com has kept me waiting for over 32 days and still has not resolved my case.

The most frustrating part is the customer service. There is no proper phone support, only app messages. Every time I contact them, I receive the same copy-and-paste response:

"Your refund is a top priority."
"Our finance team is working on it."
"We are waiting to hear back from the airline."

I was initially told the process would take around 14 days. It has now been more than 32 days, and I am still receiving the same generic responses with no actual progress.

Kiwi.com was quick to take my money, but when it comes to returning money that is rightfully owed, they become impossible to contact and provide no meaningful updates.

I would strongly advise travellers to think carefully before booking through Kiwi.com. If something goes wrong with your flight, you may find yourself stuck dealing with weeks of delays, automated responses, and no real support.

This has been one of the worst customer service experiences I have ever had.

If my refund is not processed immediately, I will escalate this matter through my card provider, consumer protection authorities, and continue sharing my experience publicly on Trustpilot, Google Reviews, and social media
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  1. Kiwi.com Contacts

  2. Kiwi.com phone numbers
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    Vietnam
    More phone numbers
  3. Kiwi.com emails
  4. Kiwi.com address
    Palachovo náměstí 797/4, Starý Lískovec, Brno, 62500, Czech Republic
  5. Kiwi.com social media
  6. Andrew
    Checked and verified by Andrew This contact information is personally checked and verified by the ComplaintsBoard representative. Learn more
    Jun 10, 2026
  7. View all Kiwi.com contacts
Kiwi.com Category
Kiwi.com is ranked 16 among 404 companies in the Travel and Vacations category
#14 Ctrip International Ctrip International #15 Travelocity Travelocity #16 Kiwi.com Kiwi.com #17 GoIbibo GoIbibo #18 Indian Railway Catering and Tourism Corporation [IRCTC] Indian Railway Catering and Tourism Corporation [IRCTC]

Most discussed Kiwi.com complaints

Payment successful but no confirmed ticket issued
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 ticket/refund problem
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