Specific Kiwi.com Guarantee rules and limitations you should be aware of

The Kiwi.com Guarantee is a unique paid-for service that we offer to protect in case of changes or cancellations caused by the carrier. It's available for all trips, whether you travel by plane, bus, or train. Even if you don’t purchase the Guarantee, you’re still protected from any last-minute changes with our Transfer Protection, which covers disruptions to self-transfer itineraries that happen less than an hour before departure (see section 6.10 of our Terms and Conditions for more information). Whenever we mention the Kiwi.com Guarantee in this article, know that the same rules apply to the Transfer Protection as well. 

Here are some specific rules regarding claims that you should know about:
  • With the Kiwi.com Guarantee, if you opt for an alternative itinerary or a refund, you assign us all refund claims related to the Carriage against the Carriers. Essentially, if you’ve already been compensated you give us the right to claim and keep refunds in your stead. 
  • We do not have the right to such claims if you accept third-party offers for regulatory compensation for disrupted flights brokered by us (for example, AirHelp+ or other services of AirHelp Germany GmbH). Claims against the carriers for refunds made by us under the Kiwi.com Guarantee would still be assigned to us. In such a case, the terms  of the Third-Party Enforcement Service apply (including the terms regarding their commission).
There are also cases in which the Kiwi.com Guarantee would not apply. Here are the specific limitations you should be aware of: 
  • The Kiwi.com Guarantee would not apply in extraordinary situations, which affect operations of the third parties involved in the completion of the Carriages. Such situations may be, for example, strikes that affect the operation of a carrier or an airport, significant limitations that affect airports, bus, or train stations, bankruptcy or termination of 50% of the fleet. Unless specifically agreed otherwise, in these cases you would not be covered by the Guarantee and we would not be obligated to provide you with its fulfillments.
  • It is your responsibility to make sure your passport is valid for the duration of your trip, and that you provide any required visas, proof of vaccinations, or documentation — whether to the carrier, country of departure, transit countries, or country of destination. If you failed to ensure that you were traveling with correct and valid documentation, and were not allowed to board your flight or enter your destination, you would not be covered by the Kiwi.com Guarantee. 
  • The Kiwi.com Guarantee won’t cover you if you change your trip or contact details directly through the carriers, without our knowledge and approval. For example, say you went through the carriers to add checked baggage to an itinerary with a self-transfer and a short layover. If the layover ended up being too short to collect your bags for your next flight, you would not be covered by the Kiwi.com Guarantee.
  • If you were to miss the first flight in your itinerary due to a situation that is not a carrier disruption, you would lose your right to the Guarantee. 
For the full details about the Kiwi.com Guarantee, check our Terms and Conditions, section 6.

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