Your guide to Kiwi.com’s refund policy
Our mission is to make your entire journey as stress-free as possible, and that includes handling cancellations and refunds with transparency and care.
This page is your complete guide to Kiwi.com’s refund policy. We’re here to put your anxieties to rest by explaining exactly what your options are, how to manage your booking, and how our customer-first approach ensures we have your back. Whether you need to cancel your trip yourself or an airline has made changes to your flight, we’ll help you understand what to expect and how to proceed with confidence.
Your refund options depend on who cancels
Your path to a refund primarily depends on whether the cancellation was initiated by you or by the airline. In either situation, the type of ticket you purchased and whether you have the Kiwi.com Guarantee or other additional protection services will determine your specific options. We are committed to helping you navigate the process in either case. You can find the specific details of your ticket and refund options in your trip details in your account. You can also use our extensive FAQs to find answers to common refund questions, both for voluntary cancellations and airline cancellations. Any refund request can be submitted through your Kiwi.com account, as we manage the booking on your behalf.
If the airline cancels or significantly changes your trip
If an airline has a significant schedule delay, makes major changes to your itinerary, or your flight is canceled, you’re generally entitled to a refund for the unused ticket under international regulations. In this situation, we’re here to help you navigate the process and secure the refund you are owed. If a flight is canceled, your options depend on whether or not you have our Kiwi.com Guarantee.
If you have the Kiwi.com Guarantee
We’ll instantly refund you in Kiwi.com Credit. It enters your Kiwi.com account instantly and can be used to rebook your disrupted trip, or saved for a future one. If you’d prefer, we can also request a refund from the airline on your behalf.
If you don’t have the Kiwi.com Guarantee
We can request a refund from the airline on your behalf, but what you get and how long it takes to receive it depends on the airline and their policies.
A step-by-step guide
How to request a refund
We’ve made the process to request a refund simple and straightforward. You can manage everything directly from your Kiwi.com account on our website or in the app.
- Sign in to your account.
If you don’t have an account, you can sign up using the same email you used for your booking. - Go to your trip.
Select the itinerary you wish to cancel or for which you need to request a refund. - Change or cancel your flight.
This may depend on your ticket type and the time to departure. - Review your options.
You’ll see a summary of the refund options available to you based on your situation and ticket type. - Submit your request.
Choose the option that works best for you and follow the instructions to submit your refund request. You may be asked to upload relevant documents or receipts. - Check your confirmation.
Once you submit the request, you will receive a confirmation email. You can also check the status of your refund request in your account.
Understanding refund timelines
We are committed to processing your refund as quickly as possible. The time it takes to receive your money depends on the type of refund you select and the circumstances of the cancellation.
Kiwi.com Credit
This is the fastest of all refund options. If you choose to receive your refund as Kiwi.com Credit, the amount will be available in your Kiwi.com account within a few minutes.
Monetary refunds (from Kiwi.com)
For refundable tickets, once you submit your request, we process the refund on our end. It can take approximately 7–10 business days to appear in your account, depending on your bank.
Assisted refunds (from the airline)
When we file an assisted refund request for you, we must first wait to receive the funds from the airline. While this process usually takes around 14 days (7 for the airline and 7 for us), some airline processing times can be longer, especially during peak periods. We’ll always notify you as soon as we have sent the payment.
You can always check the status of your refund when you log in to your account under the "Refunds and cancellations" section.
Contacting customer support
Our customer support team is here to help you. The most efficient way to manage your booking and find answers is through your Kiwi.com account.
Online self-service
You can manage your trip, initiate cancellations, and file a refund request directly through our website or app. This is the fastest way to get started.
Help center
Our help center has answers to many common questions.
Contact us
If you need to speak with us directly, please log in to your account to find our contact details. Our support is prioritized for passengers with imminent travel dates.
Please note we cannot provide help with airport-specific issues such as airport taxes or security issues upon arrival. These are with the responsible airport to deal with and respond in accordance with relevant law.
Frequently asked questions about Kiwi.com refunds
We want to provide clarity and bust some common myths about refunds.