If your trip or a part of it gets canceled by the carrier(s), we’ll notify you as soon as they inform us. If you still want to travel, you can choose an alternative itinerary. If not, you can opt for a refund.
If possible, we’ll always offer you an alternative itinerary. It might be for free or paid depending on the situation, but you’ll always see the full price before you confirm any option.
If you have the Kiwi.com Guarantee, we’ll offer you a free alternative option, if available. However, please note that the Kiwi.com Guarantee doesn't apply in force majeure situations such as COVID-19. We'll do our best to help, but we can't guarantee any free options or refunds – the refunds might depend on the carriers.
In some cases, the carrier might offer you an alternative as well. If it’s suitable, we can either confirm this with them or advise you to accept it directly.
Always check with us before you accept any alternatives from the carrier because you might lose the Kiwi.com Guarantee.
If you can’t travel or don't like any of the offered alternatives, you should apply for a refund. You can usually choose from multiple refund options.
To see your options, open the link in the email we sent you. You can also sign in to your account, open your trip, and click "Refunds and cancellations" at the top of the page.
When the carriers cancel the trip, they should usually provide a full refund. However, their policies might be slightly different in a force majeure situation.
Check the policy of the carrier(s) in your itinerary to choose the right refund option for you.
Please note that you can only apply for a refund for the whole itinerary. If the carriers have canceled only a part of your trip and you still wish to travel, you have two options:
You can choose an alternative for the canceled part of your trip.
You can book an alternative trip on your own for the affected segment, and request a refund only after you have used the remaining segments.
What if you haven’t notified me of a canceled segment?
If you're confident that your trip has been canceled and we haven't notified you, please wait until it’s closer to the departure date. We might still receive the cancellation notice from the carriers, which would result in more refund options for you.
Carriers all over the world now change their schedules at the last minute. In some cases, they might publicly announce the cancellations, but don't cancel the flights right away. Instead, they wait until closer to the departure date.
This has become a common practice because of carriers’ cash flow. They can't afford to send out too many refunds at the same time, so they spread the cancellations over time.
If the carriers don't officially cancel your trip or if we don't notify you, you can always cancel it yourself up to 48 hours before departure.
What if I'm already traveling?
If you're already at the airport and there’s been a cancellation, please sign in to your account and open your trip.
- If we know about the disruption, you’ll see further instructions. You should also receive a notification.
- If we don't know about the disruption, you’ll be able to report it right there. Click “Going to miss your connection?” and we’ll show you your options.
If this doesn't help, or if the carrier has offered you an alternative option that you’d like to take, please contact us.