Accessibility statement for Kiwi.com
Our commitment to accessibility
At Kiwi.com, we believe everyone should be free to experience the world, by choosing where to go and how to get there. That's why we're breaking down barriers to travel, making the world accessible for all.
Kiwi.com s.r.o. is committed to digital accessibility for all users. We continuously improve our platform to adhere to relevant standards and enhance the user experience. Our goal is to ensure equal access to travel opportunities and information, by removing barriers and making our services accessible to users with any disabilities.
About our services
Pre-booking services
Kiwi.com primarily operates a platform where users can search for flights and combinations of flights from various airlines. Our advanced search engine allows users to find both single itineraries and connecting virtual interlining flights of airlines that do not cooperate.
Search functionality
Our platform enables users to search for travel options based on preferences such as:
- Price
- Duration
- Our ranking formula, labeled as 'Best,' that reflects price, duration, number of layovers, and number of passengers.
Booking process
Booking options
When users select a search result, they are presented with booking options that may include:
Redirect to third-party websites: Users can choose to complete their bookings on external websites.
Book directly with Kiwi.com: Users can also book directly through Kiwi.com. In this case, Kiwi.com acts as an agent for its customers, arranging travel with airlines on their behalf. When booking with Kiwi.com, you might see options like:
-
Kiwi.com Guarantee: Includes reduced travel stress through:
- Handling check-in automatically on behalf of customers and storing boarding passes in our app
- Support during flight disruptions via Disruption Protection
- Real-time updates via Live Boarding Pass
- 24/7 instant chat support
- No processing fees for post-booking services.
- Kiwi.com Benefits: Includes all Kiwi.com Guarantee services except automatic check-in.
- Kiwi.com Basic: Does not include bundled services provided in other options, but itineraries with self-transfer include Connection Protection to protect customers from missed connections.
Additional services
During booking, users may purchase ancillary services including:
- Ticket fare types: Conditions for cancellation and rebooking of flights
- Disruption Protection/Connection Protection: Compensation for flight cancellations, rescheduling, or missed connections. When a disruption occurs, we instantly send you Kiwi.com Credit. The Credit amount is based on the price of alternative flights. You can use the Credit to buy an alternative flight to your original destination, or keep it for future trips.
- AirHelp luggage: Compensation and assistance for lost baggage, which is provided by AirHelp.
- Travel insurance: Coverage for medical expenses, liability for damages, and other travel incidents, which is provided by AXA.
- AirHelp+: Assistance with recovering claims under the EC261 regulation for changed or canceled flights, which is provided by AirHelp.
Post-booking services
Customer support
Customers can reach out to us by call, email, or explore our Helpdesk.
My Trips
In the My Trips section, users can:
- Manage bookings
- Request refunds
- Purchase additional baggage or other ancillaries
- Order cancellation services.
Special assistance
We can help communicate your accessibility needs to airlines. You can send us your requests through our platform, and we'll work with the airlines to address your needs.
Accessibility standards
Kiwi.com is committed to meeting the accessibility requirements outlined in:
- European standard EN 301 549, which specifies accessibility requirements for ICT services, including mobile applications and documents
- Web Content Accessibility Guidelines (WCAG) 2.1 Level AA.
These standards ensure websites are:
- Perceivable
- Operable
- Understandable
- Robust for all users.
Our accessibility journey
Building a dedicated team
Accessibility is a shared responsibility at Kiwi.com. Through workshops and training, we are learning to understand what travelers with disabilities need, and how to create accessible services for them.
Conducting audits
We regularly conduct internal audits to assess and enhance the accessibility of our platform. Additionally, we have conducted external audits to gain expert insights and ensure compliance with accessibility standards.
We assess our website's and apps’ accessibility in three main ways:
Daily automatic testing
We run automated checks every day using special software that finds accessibility problems. These tests cover more than 100 pages and features on our website and apps.
Manual testing by our team
Our developers test the website and apps manually using screen reader emulation (VoiceOver on MacOS), keyboard-only navigation and other accessibility tools such as Axe DevTools.
Expert reviews
We work with accessibility specialists to review our website and apps. These experts provide professional insights and recommendations for improvements.
Enhancing online experiences
Our designers and developers work diligently to make our apps and website more inclusive, ensuring that accessibility is integrated into every aspect of their work.
Navigating Kiwi.com with ease
Compatibility with assistive technologies
We are working to ensure compatibility with assistive technologies, including screen readers, magnifiers, and voice recognition software. We have tested our website and apps with VoiceOver (latest version on MacOS) on Safari (latest version on MacOS). We don't have a formal process for ensuring ongoing compatibility with new versions of assistive technologies yet.
Added text equivalents
Developers add alternative text to all new images during development so that screen readers can describe them to users who can't see them.
Built for keyboard access
We strive to ensure that all interactive elements are keyboard accessible, with a logical tab order and visible focus indicators. Our developers leverage our in-house component library, which has been designed with accessibility in mind, to aid in this effort.
Feedback and continuous improvement
We welcome your feedback on the accessibility of Kiwi.com. If you encounter any barriers or have suggestions for improvement:
- Contact our customer support team
- Email us at [email protected].
We are committed to ongoing improvement of our platform's accessibility and regularly review this statement to reflect our progress.
Statement update information
This statement was last updated on 28th June 2025. We conduct regular assessments of our website and applications to ensure continued compliance with accessibility standards and to implement ongoing improvements.