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What to do if your trip is affected by the coronavirus

Summary: Your travel plans might be affected by the coronavirus.

Since the start of the coronavirus outbreak, we have been constantly assessing the situation and assisting all affected customers. In light of recent events, we have introduced the following conditions for our passengers.

My itinerary has been disrupted
If a cancellation or schedule change affects your connecting flight(s), we will notify you via email and SMS. Sign in to your booking to see your options. Depending on availability, we will offer you the following:
  1. Instant Kiwi.com Credit — we'll immediately send you credits, which you can use for future bookings. The amount varies for each itinerary, and you'll see it when you sign in.
  2. Assisted refund — we'll contact the carrier(s) on your behalf and send you the available refund in full as soon as we receive it. You'll need to pay a €20 processing fee upfront. Assisted refunds will take longer to process due to the severity of the situation caused by the pandemic.
  3. 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 learn more about self-service in our Refunds and cancellations article
  4. If you still want to travel — you can choose one of the alternative trips that we offer you. By choosing this option it means that you won’t be able to claim a refund for your original, affected trip.
I want to cancel my trip and get a refund
If you haven't received any notification yet and you want to cancel your upcoming trip, sign in to your booking and click Refunds and cancellations at the top of the page. We’ll offer you the following refund options:
  1. A refund according to the fare type you selected when you made the booking
  2. Assisted refund — we'll contact the carrier(s) on your behalf and send you the available refund in full as soon as we receive it. You'll need to pay a €20 processing fee upfront. Assisted refunds will take longer to process due to the severity of the situation caused by the pandemic.
  3. 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 learn more about self-service in our Refunds and cancellations article
I am stuck at the airport
Our main priority is to ensure the health of our customers and help them safely reach their homes. Due to increased waiting times and additional traffic, we have adjusted our customer support phone lines to prioritize customers that are in transit. When you call our support team, make sure that you have your booking ID ready. 

If any schedule changes have affected your trip, please sign in to your booking to see a customized set of options for you to choose from.

Coronavirus and the Kiwi.com Guarantee
The Kiwi.com Guarantee will only apply if you are stuck at the airport. This is because these disruptions are caused by extraordinary force majeure circumstances that could have not been avoided by any reasonable measures. Please be assured that we are doing our best to assist all affected passengers and we will offer you some alternative options.

Want to get push notifications about the coronavirus?
You can now receive daily updates about the coronavirus pandemic in our mobile app. Just download our app or scan the following QR code. And make sure you enable push notifications.

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