Important rules and regulations to know about our disruption services
This article outlines key rules and limitations regarding our disruption services, including those detailed in Section 10 of our Terms and Conditions. These services are designed to support you in case of changes or cancellations, particularly with self-transfer itineraries.
Disruption treatment services include offerings like Disruption Protection, Connection Protection, and Transfer Protection. Unless stated otherwise, the same rules and limitations apply across all of these services.
Key rules you should know about our disruption services
- If you opt for instant compensation in Kiwi.com Credit through Disruption Protection, Connection Protection or Transfer Protection when your flight is canceled, you assign us any refund claims against the airline related to that canceled flight.
- You won't be eligible for Kiwi.com Credit if you accept an alternative flight or claim a refund directly from the airline. If you accept both, we may invalidate your Kiwi.com Credit, or your alternative flights may be canceled.
Limitations of our disruption treatment services
There are some specific situations where disruption treatment services do not apply:
- Extraordinary circumstances beyond our or the airlines’ control, such as strikes affecting airline or airport operations, airport shutdowns, airline bankruptcy, or suspension of a significant portion of an airline’s fleet (typically 50% or more), are excluded unless explicitly stated otherwise.
- It is your responsibility to travel with correct and valid documentation. This includes ensuring your passport is valid for the duration of your trip and that you have the necessary visas, vaccination records, and any other documentation required by the airline, departure country, transit countries, or your final destination. If you're denied boarding or entry due to missing or invalid documents, you will not be covered.
- If you change your itinerary or contact the airline directly (e.g., to add checked baggage or change a flight) without our knowledge and approval, you may void your disruption coverage. For example, if you add baggage through the airline and end up missing a self-transfer connection due to baggage delays, your trip won’t be protected.
Need more information?
For full and binding details, please refer to Section 10 of our Terms and Conditions which outlines all rules related to our disruption treatment services.
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