<div>You can always find our contact information on the bottom of this page — just scroll to the end and click <strong>Contact us</strong>. You can also go directly to our <a href="http://kiwi.com/help/contact">contact page</a> to see how to message us or give us a call. Your options depend on whether or not you have an active booking.</div>

Visit our Help Center to see our contact details.

☎ How to contact us

<div>You can add travel insurance when booking a trip, or later through the <strong>My trips</strong> section in your account (non-American customers only). Once you do add insurance to your trip, you'll receive a confirmation email.&nbsp;</div><div><br></div><div>We offer different types of insurance depending on your nationality.&nbsp;</div><div>For American nationals:</div><ul><li>Insurance provided by <strong>Travelex Insurance Services</strong>&nbsp;</li><li>Travel Protection Plan provided by <strong>AXA Assistance USA, Inc.</strong>&nbsp;</li></ul><div><br>For all other nationalities:</div><ul><li>Insurance provided by <strong>AXA Assistance</strong></li></ul>

Travel with peace of mind with insurance from AXA or Travelex.

Travel insurance

<div>When your trip has been delayed or canceled because of a force majeure event or other extraordinary situation that is beyond our or the carriers’ control, our standard <a href="https://www.kiwi.com/help/search/article/28"><strong>Disruption Protection</strong></a><strong> doesn’t apply</strong>.</div><div><br></div><div>Such events include e.g., extreme weather conditions, earthquakes, strikes, carrier insolvencies, airport closures, pandemics, terrorist attacks, wars, or political instability.</div><div><br></div><div>If we find out about a travel emergency that might affect your itinerary, we’ll notify you and send you your options. We might ask you to <strong>contact the affected carrier or airport </strong>directly<strong>.</strong> You should also check the status of your flights before you go to the airport. </div><div><em>If you can’t reach the carrier, </em><a href="https://kiwi.com/content/feedback"><em>contact us</em></a><em>. We’ll do our best to assist you. However, in emergency situations, we might also find it difficult to reach them.</em></div><div>If you no longer wish to travel, or if you can’t travel, you can apply for a refund.</div><div><br></div><div>You'll find more information about Disruption Protection specifics in <a href="https://www.kiwi.com/help/search/article/297/">this article</a> and in our <a href="https://www.kiwi.com/pages/content/legal">Terms &amp; Conditions</a> — articles 10.6 and 16.6.</div>

Our regular rules don’t apply to events beyond our or the carriers’ control.

Delays and cancellations caused by extraordinary circumstances

<div>New mutations of COVID-19, such as Delta or Omicron, are forcing many countries to implement new travel bans. It's your responsibility to check official regulations prior to booking, and again prior to departure, to ensure your eligibility to travel for any layover points in your itinerary and your end destination.</div><blockquote><em>At Kiwi.com we display all itinerary options, to support travelers who do comply with the official regulations. A displayed itinerary is not confirmation of your eligibility to travel, so please ensure you comply so you can enjoy a safe journey.</em></blockquote><div>If you already have a booking and can't travel, you can <a href="https://www.kiwi.com/help/search/article/276">cancel</a> and request a refund. To see your refund options, <a href="https://www.kiwi.com/user">sign in</a> and open your trip. Check <a href="https://www.kiwi.com/help/search/article/155">What trip refund options do I have?</a> article for more information.</div><blockquote><em>Please note that our </em><a href="https://www.kiwi.com/help/search/article/28"><em>Kiwi.com Guarantee</em></a><em> doesn't apply in </em><a href="https://www.kiwi.com/help/search/article/118"><em>force majeure</em></a><em> circumstances. But if you're stuck at the airport because a schedule change, delay, or cancellation </em><strong><em>affects the rest of your itinerary</em></strong><em>, you might be eligible.&nbsp;</em></blockquote><h2>Travel restrictions</h2><div>Some countries might require additional documentation such as a health declaration, negative test results for COVID-19, or a <a href="https://www.iata.org/en/programs/safety/health/locator-form/">Passenger Locator Form</a> to enter. In others, there might be a mandatory quarantine upon arrival, or it might not be possible to enter.</div><div><br></div><div>Please visit the <a href="https://apply.joinsherpa.com/travel-restrictions?affiliateId=kiwi">Sherpa website</a> to learn about the latest restrictions for all countries. If you're traveling with Ryanair, <a href="https://www.ryanair.com/ie/en/useful-info/map-page">check their travel info</a> as well.</div><div><br></div><div>You can also contact your<strong> local embassies </strong>or check <strong>the official government websites for all countries in your itinerary </strong>before traveling.&nbsp;</div><ul><li>If you have a <a href="https://www.kiwi.com/help/search/article/131">self-transfer</a> during your layover, you might need to leave the transit zone — the same rules could apply as when you're entering the country.&nbsp;</li><li>If you have a <a href="https://www.kiwi.com/help/search/article/272/">“hidden city” itinerary</a>, prepare COVID-19 documents for all destinations, even the ones you don’t intend to travel to, as you might be asked to show them before your first flight.</li></ul><blockquote><em>As a result of the travel restrictions, a lot of </em><strong><em>carriers now cancel their trips last minute.</em></strong><em> <br>We always notify you as soon as they let us know, but their communication is sometimes delayed. Please check if your trip is still scheduled before you travel.<br>You can look up your flight number(s) on airline or airport websites, websites like </em><a href="https://www.flightradar24.com/"><em>Flightradar24.com </em></a><em>and </em><a href="https://flightaware.com/"><em>Flightaware.com</em></a><em>, or Google.</em></blockquote><h2>Health and safety measures</h2><div>On top of the travel restrictions, the majority of airports and carriers have established new protective regulations. It's best to check the details on their websites, but here are some general rules:&nbsp;</div><ul><li>Wear a face mask at the airport and on board. Bring multiple face masks for long-haul flights, and consider using other personal protective equipment like gloves, shields, or hand sanitizers.</li><li>Respect social distancing guidelines. When possible, keep a distance of 2 meters from other travelers.</li><li>If possible, check your temperature before traveling. It's now regularly measured at airports, and if you display any symptoms of having COVID-19, you might be denied boarding.</li><li>Check <a href="https://www.kiwi.com/help/search/article/246">cabin baggage</a> conditions. Some airlines have temporarily adjusted their cabin baggage policy and reduced the amount of bags allowed on board. Cabin bags that don't fit under the seat might need to be checked in.</li></ul><div>If you're not sure whether it's safe to travel, check out the travel recommendations per country on the <a href="https://www.cdc.gov/coronavirus/2019-ncov/travelers/map-and-travel-notices.html">website of Centers for Disease Control and Prevention</a>.</div><div><br></div><div>We also recommend checking what your <strong>health insurance</strong> covers. You can check that directly with your insurance provider.&nbsp;</div><blockquote><em>If you've purchased insurance by AXA Assistance or Travelex with us, you'll find the details in your confirmation email and when you</em><a href="https://www.kiwi.com/user"><em> sign in</em></a><em>. The contact information is also on your e-ticket.<br>Please note that </em><strong><em>AXA doesn't cover cancellations due to coronavirus-related restrictions</em></strong><em>.</em></blockquote><h2>Contacts</h2><div>Self-service: you can do everything yourself in your <a href="https://www.kiwi.com/user">account</a>.&nbsp;</div><div><br></div><div>If you still need to reach us, <a href="https://www.kiwi.com/help/contact">contact us here</a>. You can send us a message at any time, or call us when it's less than 14 days before your trip.</div><blockquote><em>When you call, make sure to have your booking ID ready. Our phone lines are still quite busy, so we prioritize customers in transit to help everyone get home safely.</em></blockquote>

Here's what you should know if you plan to travel or are traveling.

Traveling during COVID-19

<div>If your trip or a part of it gets canceled by the carriers, we’ll notify you as soon as they inform us. If you still want to travel, you can choose an alternative itinerary from the options in <a href="https://www.kiwi.com/en/user">your account</a>. If not, you can opt for a refund.</div><blockquote><em>If you haven’t been notified of a cancellation and are already traveling or at the airport, please </em><a href="https://www.kiwi.com/help/contact"><em>contact us</em></a><em>.</em></blockquote>

As soon as we receive information from the carriers, we’ll notify you and let you know your options.

My trip (or a part of it) has been canceled

<div>You can cancel your trip and request a refund via your Kiwi.com account. <a href="https://kiwi.com/user">Sign in</a>, open your trip, go to the <strong>Changes &amp; cancellations</strong> section and click <strong>Refunds and cancellations</strong>.<br><br>You can also cancel your trip through the carrier directly. For more info on that, see <a href="https://www.kiwi.com//help/search/article/454/">here</a>.</div>

You can cancel your trip and request a refund via your Kiwi.com account.

How can I cancel my trip for a refund?

<div>Flights to and from Ukraine and other countries are still being canceled due to Russia’s invasion of Ukraine. If you’re planning to travel to, from, or through Ukraine or its neighboring countries, your trip might be affected as well.</div><blockquote><em>⚠️ Some countries closed their airspace and many imposed bans on travel to and from Russia or on Russian airlines. Please check the carrier websites for fresh information about your route.</em></blockquote><div>This is a <a href="https://www.kiwi.com/help/search/article/118/">force majeure situation,</a> so our regular fare type rules or Kiwi.com Guarantee don’t apply in most cases. But we’ll try to help you as much as we can.</div><h3>What happens if my trip gets canceled or disrupted?</h3><div>We’ll send you an <strong>email with your options</strong> as soon as we learn about the disruption.</div><div><br></div><div>It’s unlikely that we’ll be able to offer you an alternative trip because of the uncertainty of the situation. But you can request a refund.<br><br></div><div>We’ll either offer you an assisted refund, where the refund amount and speed depend on the carriers, or — if possible — an exceptional full refund from our own pocket. This will depend on the situation, so please wait for our email.</div><h3>What if my trip hasn’t been canceled?</h3><div>It’s possible that it will be affected sooner or later and <strong>we’ll inform you</strong> if that happens.</div><div><br></div><div>You can either monitor the situation in the media and wait, or cancel your trip on your own. You’ll see your refund options in <a href="https://www.kiwi.com/user">your account</a>.</div><blockquote><em>If you’re about to depart soon, you might be able to choose an </em><strong><em>assisted refund</em></strong><em> instead of a regular refund that depends on your </em><a href="https://www.kiwi.com/help/search/article/200/"><em>ticket fare type</em></a><em>. If you don’t see such an option yet and aren’t supposed to travel within the next few days, please wait and check your account later. We might add more options for you.</em></blockquote>

We’ll email you if your trip might be affected by the cancellations.