Summary: Sign in to cancel your booking and apply for a refund.
We've adjusted our refund policy to provide you with more options and to help you through the difficult situation caused by the coronavirus.
To see your options, sign in to your account, open your trip, and click "Refunds and cancellations" at the top of the page.
If your trip has been canceled by the carrier(s), we’ll email you as soon as they notify us and you’ll see the options right away.
If your trip hasn't been canceled by the carrier(s), but you can't or don't want to travel, pick "Cancellation" and follow the instructions.
Carriers all over the world now change their schedules at the last minute, and they don't always notify us in a timely manner. If you're confident that your trip has been canceled, or you can't travel because of new travel regulations, please wait a bit. We might still receive a cancellation from the carrier(s), which usually results in a higher refund for you. If your trip doesn't get canceled, you can always cancel it yourself. We recommend that you do this no later than 48 hours before departure. Check the specific time restrictions below.
When possible, we'll offer you these options:
1. Carrier self-service
We'll provide you with all the credentials you need to get full control of your booking with the carriers — you can change your trip or apply for a refund on their webpage or contact them directly.
Our agents will no longer handle your reservation, but we'll automatically forward you allemails, vouchers, credits, and refunds when we receive them from the carrier(s). If they send a monetary refund, we'll send it to you via the payment method you used for the booking — no need to provide us with any bank details.
Unfortunately, we can't offer this service to all bookings, because it's not possible to give out credentials for all carriers. If possible, you can choose this option for up to 14 days after the departure of the first part of your trip.
2. Instant refund
If your trip has been canceled by the carrier(s), we'll send you an automatically calculated refund in Kiwi.com Credit, which you can use for future bookings. The exact amount varies for each itinerary, but we'll always offer you something — even if the carriers don't.
If your trip hasn’t been canceled by the carrier(s), we'll refund you according to the refund conditions of your fare type. You can choose this option up to 48 hours before the departure of the first part of your trip.
3. Free assisted refund
We'll contact the carriers to get you any available refund.
If your trip has multiple flights, you can get refunds in multiple phases, depending on when we receive the refunds from the carriers.
We’ll always try to get you a monetary refund. However, some carriers might only provide vouchers or other non-monetary refunds. If that's your case, we'll forward them to you or offer you Kiwi.com Credit instead.
It might take up to 3 months to process due to the number of requests we're currently getting, but we'll send it to you in full as soon as we receive it.
You can choose this option also after the departure of the first part of your trip.
Check the carrier's refund policy before you choose this option. If your carrier doesn't offer anything, it might be better to choose the instant refund.
4. Priority assisted refund
Same as above, we'll contact the carriers on your behalf to get you any available refund.
The difference is that for a €20 processing fee, we'll prioritize your request to get you any available refund as quickly as possible. We'll send it to you right after we receive it from the carriers.
Based on current estimates, it might take up to 6 weeks, depending on the carrier. However, many carriers are now delaying their refund processes, so in some cases, the waiting time might be longer.
5. Rebook your trip
If your trip has been canceled by the carrier(s), we'll offer you some alternative itineraries. If you still want to travel, you can choose one of them instead of a refund.
After you choose an alternative, you won't be able to claim a refund for your original, affected trip.
If your trip hasn't been canceled by the carrier(s), you can change it up to 48 hours before the scheduled start of your trip. The price will depend on your fare type.
Check the current travel regulations before you decide to rebook. New restrictions might be introduced at any moment.