Our Guarantee ensures you always reach your final destination, even when the carrier makes unexpected changes to your booking. It’s available for all of your connections, whether you self-transfer, travel by plane, bus, or train and it covers carrier cancellations, delays, and schedule changes. Add the Kiwi.com Guarantee while making a reservation with us and enjoy all the perks of the service.
Protection against unexpected carrier changes
Accommodation and contribution to airport transfer
Contribution to refreshments
Alternative itinerary or refund
24/7 assistance while traveling
Have you found out about something affecting your trip? Sign in to your account to let us know.
We’ll get in touch with you as soon as possible. If our Guarantee applies, we’ll offer a refund or assist you on your journey and find alternative transportation to your destination.
You were late for check-in
You changed your trip or contact details without our approval, including adding baggage to a short-layover itinerary
You made changes to your itinerary directly with the carriers without our approval
You didn’t respond to our offers within 24 hours
You didn't have the correct visa or travel documents for your layover airport
You were denied boarding due to a breach of the terms and conditions of the carrier
Force majeure situations like extreme weather conditions, labor strikes, and others
If you purchase the Kiwi.com Guarantee, it will protect every part of your trip from unexpected carrier changes.
The Guarantee protects your whole trip. This allows you to book connections between any carriers, even when they don't cooperate.
Yes, the Guarantee protects all forms of transportation in your trip.
When you choose any of the options provided by us under the Kiwi.com Guarantee (e.g. an alternative trip or a refund from us), any claims related to your tickets will be transferred (assigned) to us. For example, any refunds for tickets or damages or compensation from the carriers will go to us.
This transfer of claims does not apply to the compensation claims and claims for damages that are handled for you by a third-party service added through us, e.g. AirHelp+. The third-party service provider will handle these claims according to their terms. We’ll only keep the claim for refunds.
You can read the legal version of these conditions here.