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Kiwi.com is an international online travel agency headquartered in the Czech Republic. Kiwi.com provides booking for airline tickets and its ticket search features Kiwi.com’s “virtual interlining” innovation that combines airlines in a single itinerary. Kiwi.com’s search engine processes 100 million flight searches every day.[3] The company sold 25 million flight seats in 2023.[4]

History

The company was founded in 2012 by Oliver Dlouhý and Jozef Képesi. In 2016 the company rebranded from SkyPicker.com to Kiwi.com[5] Jiří Hlavenka was one of its first investors.[6] In 2017, Kiwi.com acquired a stake in Jaroslav Kokolus.[7] In 2018, Kiwi.com was included by Financial Times into the list of European firms with the top compound annual revenue growth in 2015-2018[8] and was titled ‘7th fastest growing company’ in EMEA according to Deloitte.[9]

As of June 2019, Kiwi.com’s main shareholder is General Atlantic.[10] Dlouhý remains as major shareholder and continues to run the company.[11]

On 14 January 2021, Southwest Airlines, American airline, sued Kiwi.com, alleging that its scraping of fare information from Southwest’s website was a breach of contract and that Kiwi.com’s use of Southwest’s logo in its search results constituted trademark infringement.[12] In response, Kiwi.com removed Southwest’s logo from its search results, but continued to sell Southwest tickets despite Southwest sending Kiwi.com a series of cease-and-desist demands.[13] In December 2021, a Texas court ruled that Kiwi.com is permanently prohibited from extracting information from Southwest’s website and selling its tickets without authorization.[14]

In December 2022, Airasia partnered with Kiwi.com to transform the carrier into the ASEAN app for travel and lifestyle.[15][16]

In 2023, Kiwi.com partnered with Bratislava Airport to assist travelers in finding destinations starting from the Slovakian hub.[17]

In 2024, Ryanair entered into a partnership with booking platform Kiwi.com and Kiwi.com launched the Kiwi.com Guarantee product that provides instant credit refunds if flights are delayed or cancelled[18][19][20][21].

In 2025 Kiwi.com announced the launch of an MCP Server for AI agent integration in travel search.[22]

Services

In 2018, Kiwi.com launched NOMAD, a special multi-city travel search tool, and Tequila, a dedicated B2B platform.[23][clarification needed]

Along with its headquarters in Brno, Kiwi.com has offices in Prague (Czech Republic), Barcelona (Spain), Bratislava (Slovakia), Košice (Slovakia), London (United Kingdom) and Miami (USA).[24]

The company is presently one of the five biggest online air ticket sellers in Europe, with an annual turnover of approximately 1.1 billion euros in 2018.[25] The company booked around 12,000 traveler itineraries daily and employed 2000 workers during 2019.[26]

In 2022, Kiwi.com sold 50 billion CZK worth of tickets.[27][28]

COVID-19

During the COVID-19 pandemic, Kiwi.com was criticized for charging customers for legally impossible flights, slow refunds, and poor customer service.[29][30][31][32] It faced backlash for not accounting for travel restrictions and charging extra for basic support, with limited help for unpaid users.[30][26] The Observer named Kiwi.com among the companies with the worst customer service during the first pandemic year.[32] Refund delays were blamed on airline policies and Kiwi’s non-standard booking model.[33]

Throughout the COVID-19 pandemic, Kiwi has been criticized for its refund policies and its customer service practices.[34]

See also

References

  1. ^ a b c d Annual report of Kiwi.com s.r.o. for calendar year 2021
  2. ^ a b Company register at or.justice.cz, company ID 29352886, Kiwi.com s.r.o., Netherlands-registered General Atlantic PH11 B.V. owns 53.5 %, accessed 2019-10-10
  3. ^ “Kiwi.com in talks to raise funds for next leg of travel”. Phocus Wire. 2 February 2020.
  4. ^ Brejčák, Peter (2024-04-29). “V lednu propustilo pětinu lidí, teď Kiwi.com hlásí rekordní loňské výsledky. Utržilo sedm miliard”. CzechCrunch (in Czech). Retrieved 2025-12-12.
  5. ^ “Skypicker becomes Kiwi, sees growth via direct route”. Phocus Wire. 31 May 2016. Retrieved 2025-12-19.
  6. ^ “Inside Interview: Behind the $800,000 Purchase of Kiwi.com”. NamePros.
  7. ^ Beránek, Jan. “HN: Brněnské Kiwi.com brzy přivítá nového investora”. Lupa.cz (in Czech). Retrieved 2020-02-27.
  8. ^ Kelly, Maxine (2020-03-02). “FT 1000: the fourth annual list of Europe’s fastest-growing companies”. Financial Times. Retrieved 2023-08-30.
  9. ^ “Deloitte announced 2017 Technology Fast 500 EMEA ranking”. Deloitte Lithuania. Retrieved 2023-08-30.
  10. ^ Fox, Linda. “Kiwi.com takes big investment as General Atlantic becomes majority owner”. PhocusWire. Retrieved 4 June 2019.
  11. ^ “Hotovo. Kiwi.com patří americkému fondu, Dlouhý zůstává”. Forbes. 3 June 2019.
  12. ^ Neuburger, Jeffrey D. (21 January 2021). “Southwest Airlines Sues to Stop Web Scraping of Fare Information”. The National Law Review.
  13. ^ Silk, Robert (3 February 2021). “Facing lawsuit, OTA pulls Southwest logo — but keeps selling its tickets”. Travel Weekly.
  14. ^ Tabacco, Christina (29 December 2021). “Court Enters Permanent Injunction Against Kiwi.com in Southwest Airlines Data Scraping Case”. Law Street.
  15. ^ “Airasia.com Transforms into Super App by Establishing Strategic Partnership with Kiwi.com”. www.mzv.cz. Retrieved 2023-08-30.
  16. ^ “airasia Super App now selling tickets on 700+ airlines to 3,000+ destinations”. Japan Today. 2021-11-06. Retrieved 2023-08-30.
  17. ^ “Kiwi.com makes Bratislava booking easier”. www.airportsinternational.com. 2023-07-05. Retrieved 2023-08-30.
  18. ^ Times, The Brussels. “Ryanair signs agreement with booking platform Kiwi.com”. www.brusselstimes.com. Retrieved 2024-08-14.
  19. ^ Whitaker, Greg (2024-02-02). “Ryanair and Kiwi.com end ‘period of friction’ with OTA deal”. Aviation Business News. Retrieved 2024-08-14.
  20. ^ “Kiwi.com lanza una ofensiva en España para plantar cara a Edreams en la venta de billetes de avión”. Cinco Días. 4 October 2024. Retrieved 2026-01-16.
  21. ^ “Kiwi.com překopalo podnikání. Chce zákazníkům garantovat úspěšný dolet až do cíle”. e15. 13 August 2024. Retrieved 2026-01-16.
  22. ^ “How MCP could reshape travel”. PhocusWire. 5 November 2025. Retrieved 2026-01-16.
  23. ^ “Kiwi.com launches fully integrated booking tool for Tequila users”. partners.kiwi.com. 2019-10-02. Retrieved 2020-02-27.
  24. ^ “Locations – Jobs at Kiwi.com”. jobs.kiwi.com. Retrieved 2023-05-25.
  25. ^ “Hádky kvůli prodeji Kiwi skončily, dospěl jsem, říká zakladatel Dlouhý a zahájil expanzi do Číny”. Hospodářské Noviny.
  26. ^ a b Thornber, Laura (11 December 2020). “Passenger ‘blocked’ from contacting flight booking site Kiwi.com after system glitch: ‘I tried every mechanism I could to speak to someone’“. Stuff.co.nz.
  27. ^ “ChatGPT může zlepšit zákaznickou zkušenost, říká šéf Kiwi Dlouhý”. E15.cz (in Czech). 8 March 2023. Retrieved 2023-08-30.
  28. ^ Brejčák, Peter (2023-06-26). “Udělali jsme tlustou čáru za covidem, říká Oliver Dlouhý. Kiwi.com loni prodalo letenky za 50 miliard”. CzechCrunch (in Czech). Retrieved 2023-08-30.
  29. ^ Mzezewa, Tariro (3 April 2020). “Why Is Getting a Refund From an Online Travel Agency So Hard?”. The New York Times.
  30. ^ a b Thornber, Lorna (3 December 2020). “‘Setting you up to fail’: NZ couple issued ‘impossible’ flight itineraries by popular booking site Kiwi.com”. Stuff.co.nz.
  31. ^ Ross, Eric (6 April 2021). “News 5 Investigates: Getting refunds after travel impacted by COVID-19”. KOAA. Archived from the original on 2024-04-06. Retrieved 20 April 2021.
  32. ^ a b Tims, Anna (27 December 2020). “In the year of Covid, the awards for worst customer service go to…” The Observer. Retrieved 30 December 2020.
  33. ^ Tims, Anna (5 October 2020). “Airline passengers ‘wait for refunds despite agents being repaid’“. The Guardian.
  34. ^ “Kiwi.com, Inc. | Better Business Bureau® Profile”. www.bbb.org. Retrieved 2021-04-16.