The Kiwi.com Guarantee is our unique itinerary insurance. With the Kiwi.com Guarantee, you can get replacement flights or an instant refund if carrier cancellations or delays affect your trip.
For trips with multiple layovers, self-transfer, or other complex itineraries, we recommend adding the Kiwi.com Guarantee.
If you purchase a self-transfer itinerary, carriers do not have an obligation to replace flights that you miss due to delays or cancellation caused by one of the carriers.
For example, let’s say that you buy a trip from London to Seattle. You’re flying with Apple Airlines from London to Boston, and AirBanana from Boston to Seattle. Apple Airlines and AirBanana don’t have an agreement to work together, but we can create an itinerary combining the two separate flights to get you to your destination – and it is often cheaper this way. This is what we call a self-transfer itinerary. These itineraries will be marked by a badge with a star icon, and you will find details about self-transfer on the itinerary.
Because the flights are officially separate, if Apple Airlines delays your first flight by a few hours and you miss your AirBanana flight, Apple Airlines does not have any obligation to help you get a replacement for the flight that you missed, even though their delay caused it.
💡 Some self-transfer itineraries only have flights from one carrier – any time that separate flights are combined into an itinerary not officially offered by one or more carriers, that is a self-transfer.
When you add the Kiwi.com Guarantee to your trip, we will offer you replacement flights or an instant refund, and help you get to where you need to go.
How does it work?
When the carrier informs us about any disruption, we’ll notify you and you’ll see your options and further instructions in your account.
If you're already traveling and find out about a disruption before we notify you, you can go to your account, open your trip, and click on Going to miss your connection? We’ll automatically show you some alternatives or redirect you to contact us so we can help you quickly.
In either case, we will be standing by to quickly solve the problem and get you the right option for your trip, whether that is a different flight or a refund.
When exactly does it apply?
It covers you in all these situations:
- If your trip or a part of it gets canceled by the carrier.
- If your trip or a part of it gets rescheduled by more than 24 hours by the carrier.
- If your trip gets rescheduled or delayed by the carrier and you'd miss your remaining connections.
- If your baggage gets delayed or there are long queues at the airport and you miss your remaining connections.
There are some situations that it does not cover. For example, if the trip is canceled for reasons beyond the carrier’s control, or in cases where you can't travel or miss your trip for reasons other than carrier cancellation or delay.
If you would like to know more, please read the full article about the Kiwi.com Guarantee.