How does Kiwi.com book trips?
After you complete a booking with us, we make a reservation with the carriers on your behalf. To do this, we create a unique temporary email address and payment details for your booking to ensure we can manage your reservation, add extras, and alert you if anything changes.
By checking the box before you confirm payment for your booking, you grant us permission to create these virtual details.
According to the law, the carriers have to inform you about any cancellations or schedule changes. But when you book through us, you authorize us to receive all communication from the carriers on your behalf. So if we receive any important information from them, we’ll let you know via email, SMS, push notification, or by contacting you directly.
In some cases we might also book your trip through various booking systems or through our partners, using our company accounts. On top of the above benefits, this helps us give you better prices.
What does this mean for you?
In most cases, you’ll be able to access your reservation or check in online with the carriers using only your name and the carrier reservation number (PNR). However, some carriers require more credentials, and we can’t always disclose these with you. If that happens, you’ll need to handle your booking, including online check-in or refunds, through your Kiwi.com account.
If you need to know the email used for reservation for any reason, please contact our customer support.
Since we pay for your trip from our account, most carriers will also send any potential refunds — including those based on your air passenger rights, for example under EC/261 — back to us. This means it might take longer for the refund to arrive because we have to forward it to you.
If you wish to apply for a refund directly with the carriers instead of using our refund options, you might be able to do so by contacting them or filling out a form on their website. The only exception is if we already refunded you or gave you an alternative itinerary as part of our Kiwi.com Guarantee.
If you do request a refund directly from the carriers and they do not send it to your account, please let us know so we can go ahead and forward it to you.
You can read more about your rights in case of disruptions in this article.
To learn more about us and our services, check this article.
Did this article help you?