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The Observer identified Kiwi.com as one of the companies responsible for the year's "worst customer service" after it began charging customers an additional fee for "standard" customer service, with customers who do not pay the fee having to wait longer for phone support and having no access to email support. [25]
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In the beginning of 2011 Kiwibox acquired Pixunity.de, a photoblog community and launched a U.S. version of this community in the summer of 2011. Effective July 1, 2011 Kiwibox.com, Inc. became the owner of Kwick! – a top social network community based in Germany.
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The nature of the alleged fraud was that once a flight was cancelled, Kiwi would contact the passenger to advise them of this and offer them a credit that could only be used with Kiwi at a later date. The credit was usually a small fraction of the actual fare paid.