How exactly does the Kiwi.com Guarantee work?
If you added our Kiwi.com Guarantee and your trip gets disrupted, we’ll immediately reach out to you with all your options.
If you haven’t heard from us and you’re already at the airport, please click on Going to miss your connection? on your trip page and follow the instructions.
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When exactly does it apply?
We’ll cover you in all these cases:
- Carrier cancellation
- Schedule change or delay that affects the rest of your itinerary (for example, if it causes you to miss your remaining connections or if your itinerary is impossible to take)
- Schedule change of more than 24 hours
There are only a few exceptions: extraordinary circumstances that are beyond our or the carriers’ control, situations where you made changes directly with carriers or added baggage to a no-bag-itinerary, or situations where you missed your flight or couldn’t take it because of missing visa or other documents.
What exactly does it cover?
We’ll book you an alternative itinerary of your choice or offer you an immediate refund for the unused parts of your trip. The extent of our coverage depends on whether or not you’re already traveling when the disruption occurs.
If you’re already traveling or it’s less than 48 hours before your trip:
- We’ll cover the full cost of your alternative trip, even if it’s more expensive than the original.
- If you opt for full refund, we’ll send it immediately. You can choose how to get refunded — in Kiwi.com Credit or via your original payment method.
In some cases, we’ll also offer to cover your accommodation, refreshments, or airport transfers. Read more in What extra compensation can I get with the Kiwi.com Guarantee?
If it’s more than 48 hours before your trip:
- We’ll cover up to the amount you paid for your trip — if the alternative you choose is more expensive, you’ll need to pay the difference.
- If you opt for a full refund, you can get it immediately in Kiwi.com Credit.
An immediate refund back to your original payment method isn’t possible in this scenario. If you don’t want Credit, you can choose an assisted refund, where we apply for a refund from the carriers on your behalf. If they provide a refund, we’ll forward it to you.
Is there anything else I should know?
If we refund you out of our pocket or book you an alternative as part of our Guarantee, we’ll keep any potential carrier refunds.
If you’d rather deal directly with the carriers instead of accepting help from us, you can. But they’re likely to provide you fewer options than our Guarantee. However, they might be obliged to offer you further compensation on top of any help you get from us or them.
Read more about your rights with us vs. carriers in this article, and about specific rules and limitations of our Guarantee here.
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