<div>Your refund options depend on whether the carrier canceled your trip, or if it’s you who cancels.</div><div><br></div><div>Whether or not you have the <a href="https://www.kiwi.com/help/search/article/28">Kiwi.com Guarantee</a> also affects the options available to you, especially in cases where your trip has been canceled by the carriers.</div>

Your refund options differ depending on the situation.

What trip refund options do I have?

<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><strong>All my flights were canceled. Why have I only received a refund for one so far?</strong></div><div>Refund processing times vary by carrier. We are processing refund requests in multiple phases and we’ll contact you as soon as we have any updates regarding the refunds for the rest of your trip.<br><br></div><div><strong>I received an email that you will forward me a voucher from the carrier, but I did not receive the forwarded email.</strong></div><div>Please check your spam folder and search your inbox with the name of the carrier. If the voucher is not there, you should <a href="https://www.kiwi.com/help/contact">contact us</a>.</div><div><br></div><div><strong>How do I use my voucher?</strong></div><div>You can use your voucher to book directly with the carrier. Every carrier is different, but the information about the voucher should be in the email that we forwarded to you. Please also search the carrier’s website for this information.</div><div><br></div><div><strong>Can I convert a voucher to cash?</strong></div><div>This depends on the carrier. Please read their terms and conditions for more information. But in general, most carriers don’t allow you to convert your voucher to cash.</div><div><br></div><div><strong>Why didn’t I receive a full refund if my flight was canceled?&nbsp;</strong></div><div>There can be a difference between what you paid and what you were refunded for a number of reasons. Carriers don’t always offer full refunds but we will send you everything that we receive from them.</div><div><br></div><div><strong>I selected the priority refund because I wanted to ensure that I would receive cash. Why am I receiving a voucher?</strong></div><div>We always do our best to get monetary refunds for our customers. However, it is not always possible with certain carriers. Many airlines have changed their refund policies because of the coronavirus and now they’re only offering vouchers.</div><h2><strong>Ryanair refunds</strong></h2><div><br></div><div><strong>I heard that Ryanair is offering cash refunds. How can I get this?</strong></div><div>Ryanair has recently changed their policy and you might be able to get a cash refund if you apply for it yourself. Read more in <a href="https://www.kiwi.com/help/search/article/273">Ryanair’s refund process</a> article.</div><div><br></div><div><strong>How do I use my Ryanair voucher?</strong></div><div>You’ll find all of the instructions about how to use the voucher in the email that we’ll forward you from Ryanair. You can also find more information on the <a href="https://www.ryanair.com/ie/en/useful-info/refund-voucher">Ryanair website.</a></div>

We do our best to get you a monetary refund but it’s not always possible.

Carrier voucher refunds

<div>You might need to apply for a refund of your canceled Ryanair flight directly with Ryanair because of their updated policy. If this applies to you, we’ll let you know via email.</div><blockquote><em>You can try to get a refund even if we’ve already sent you a Ryanair voucher. There’s still a chance that Ryanair will convert it to a monetary refund.</em></blockquote><h3><strong>How to apply for a refund with Ryanair?</strong></h3><div>You’ll have to submit<a href="https://onlineform.ryanair.com/gb/en/contact-us-ota"> Ryanair</a>’<a href="https://onlineform.ryanair.com/gb/en/contact-us-ota">s <strong>Customer Verification Form</strong></a> with these details:</div><ul><li><strong>Online travel agency (OTA):</strong> that’s us, Kiwi.com.</li><li><strong>Booking reference (PNR):</strong> this is the airline reservation number, officially called&nbsp; “Passenger Name Record”. You’ll find it in the Trip summary section of<a href="https://kiwi.com/user"> your trip page</a>. Click on the flight detail to see it.</li><li><strong>Your name &amp; email</strong></li></ul><div>In the next step, they’ll ask you to add these attachments:</div><ul><li>Customer verification form: you can download it<a href="https://d1e9bnuqs0ivsg.cloudfront.net/Customer_Verification_form_EN_v2.pdf"> here</a>.&nbsp;</li><li>Copy of your ID and signature: you can take a photo of your passport or driving license and of your matching signature.</li><li>Proof of bank details showing IBAN/BIC: this can be a screenshot from your internet banking or a photo of the top of your bank statement</li><li>Original booking confirmation: you can use the e-ticket you’ll find at the bottom of your <a href="https://www.kiwi.com/user">trip page</a> or in the booking confirmation email we sent you.&nbsp;</li></ul><h3><strong>What happens next?</strong></h3><div>Ryanair will manage your request and will contact you directly. If you need to reach out to them, you can find their contacts <a href="https://www.ryanair.com/us/en/useful-info/help-centre/faq-overview/contact-us#0-0">here</a>.</div><h3><strong>Why do I need to provide my details again if I already sent them to you?</strong></h3><div>Ryanair unfortunately doesn’t cooperate with travel service providers like us.&nbsp;</div><div><br></div><div>As they now only provide refunds directly to the passengers, they need your details to verify that it’s really you.</div>

Ryanair now asks for customer verification to issue refunds.

Carrier voucher refunds

Ryanair refunds

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What trip refund options do I have?

Traveling during COVID-19

Ryanair’s refund process