<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, email us, or give us a call. </div>

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☎ How to contact us

<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>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>If you booked a trip with us and have your booking number, please <a href="https://www.kiwi.com/help/contact/">sign in</a> to your account so we can assist you faster and give you personalized support. Once you sign in, you can send us a message or view our phone numbers. You can also call one of the numbers listed on your e-ticket.</div><blockquote><em>You can use our </em><a href="https://www.kiwi.com/user"><em>website</em></a><em> or </em><a href="https://www.kiwi.com/pages/mobile"><em>app</em></a> <em>to check your refund or booking status, make changes to your itinerary, or add extras such as baggage and seating. Our agents won’t be able to provide you with any more info than you already have access to.&nbsp;</em></blockquote><div>Our English line is always open, but if you need&nbsp; help in a language other than English, you can reach our agents during the following hours:</div><blockquote><strong>English</strong><br>24/7<br><strong><br>French, German, Italian &amp; Hungarian</strong><br>Mon – Fri 07:00 – 15:00 UTC<br><br><strong>Spanish &amp; Portuguese&nbsp; </strong><br>Mon – Fri 08:00 – 16:00 UTC<br><br><strong>Romanian, Russian, Ukrainian, Czech &amp; Polish</strong><br>Mon – Fri 06:00 – 14:00 UTC<br><br><strong>Japanese &amp; Korean</strong><br>Mon – Fri 00:00 – 08:00 UTC&nbsp;</blockquote><div>You can <a href="https://www.kiwi.com/help/contact">send us a message</a> in any language — and if you’re not traveling soon, it might be a faster option. We prioritize calls from customers with upcoming departure dates, so your wait times might be longer if you call.</div>

If you have a booking

<div>If you don’t have a booking, you can call the number on our <a href="https://kiwi.com/help/contact">contact page</a>. This support line is only available in English.&nbsp;<br><br>Our agents are available during the following hours:<br><br></div><blockquote><strong>English</strong><br>Mon – Fri 07:00 – 15:00 UTC</blockquote><div>You can also email us in English at <a href="mailto:contact@support.kiwi.com">contact@support.kiwi.com</a>, but it usually takes longer than messages or calls.</div>

☎ How to contact us

If you have a booking

If you don't have a booking

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Traveling during COVID-19

How can I cancel my trip for a refund?