We're here
when you need us.
Kiwi Refunds is the dedicated customer service team for travellers. Real humans, fast answers, and complaints resolved with care — usually within 24 hours.
WHAT WE HANDLE
Support, simplified.
Whatever you're facing — flight chaos, accommodation issues, or lost luggage — our team handles it quickly and respectfully.
Flight complaints
Delays, cancellations, overbooking, missing refunds — submit your flight number and we'll chase it.
Accommodation issues
Hotel disputes, booking errors, refund delays. We talk to the provider on your behalf.
Lost luggage tracing
File a trace and connect to a live agent on WhatsApp for fast updates.
Live assistance
Reach us by phone, email or WhatsApp — whichever feels easiest for you.
ABOUT US
A care team that actually cares.
Kiwi Refunds exists for one reason: to make sure every traveller feels heard. We're a small, dedicated team of customer service specialists who treat every message — every complaint, every question — as a chance to do right by you.
We don't believe in scripts or runaround. When you reach out, you talk to a real person who has the authority to fix things, and the empathy to do it properly.
Listen first
Every complaint starts with understanding — not a template reply.
Resolve fast
Most issues are closed within one business day, with a clear outcome.
Follow through
We check back to make sure the fix actually worked for you.
GET IN TOUCH
Tell us what's wrong.
Fill in the form and we'll be back to you within 24 hours.
TRACE LUGGAGE
Lost a bag? Let's find it.
Fill in the details below — when you submit, we'll take you straight to WhatsApp to speak with a live agent for faster customer service.
Reach us directly
Prefer a quicker route? Use any of these.
Support hours
- Mon – Fri
- 8:00 – 20:00
- Sat – Sun
- 10:00 – 18:00
- 24/7