Kiwi.com Guarantee
Here at Kiwi.com we take our customers very seriously and we understand the unfortunate situations which can sometimes occur when travelling by air. As a result we are happy to present our Kiwi.com Guarantee.
Our guarantee is split into two categories based on severity:
Our guarantee is split into two categories based on severity:
More than 48 hours to departure - A flight change or cancellation has occurred negatively impacting your ability to reach your final destination.
Less than 48 hours to departure - A flight change, cancellation or delay has occurred negatively impacting your ability to reach your final destination.
Kiwi.com’s promise to you it that with each category we will deal with your situation on an individual basis. Reviewing what more can be done to support you in your time of need, we will utilise our clever search engine to find an alternative flight time, path, or location. With the end goal being to assist you to reach your final destination.
Schedule Change/Delay or Cancellation Affecting Your Journey? We Can Help!
If your journey has been negatively impacted due to a flight change, delay or cancellation we ask you to contact our customer service team immediately and we will help you find an alternative connection to your destination. We guarantee you that we will do everything we can to provide you with a new combination of flight/s that works best for you.If we are unable to find a connecting flight or some form of alternative we will refund in full the price which was originally paid for your journey. If there is more than one leg and you have already utilised one of the flights, we will refund you in part.
Additional Services
In terms of delays or last minute flight schedule updates, which occur less than 48 hours before your flight is due to depart, we endeavour to assist you the best way we can and depending on your situation our additional assistance options include:
Overnight Accommodation - this option becomes available to you if your flight has been delayed/changed at the last minute leaving you in the airport for the evening and your flight connects after midnight (12am). In some cases if you are at the airport longer than 8 hours we may also activate this option. A hotel room can be booked up to the value of €50 per passenger.
Alternative Transport - in the event that we are unable to book you a connecting flight because of a sold out flight or no such journey exists for the day in question, we may look to surrounding airports for alternative flight options. Should this occur we will assist you with the cost of the chosen method of transport for transfer from one airport to another. This may include a train, coach or taxi and will be for all passengers whom are booked on your itinerary with Kiwi.com.
Meal & Beverage Compensation - Should your connecting flight now be more than 4 hours wait we are happy for you to grab a bite to eat at our expense. Food and/or drinks can be purchased up to the total amount of €10 per passenger.
Important
Customer Support
In the unfortunate event that you encounter a delay or flight change we ask that you contact our customer support team and discuss the options that are available to you. Our skilled advisors are at hand to support you 24 hours a day, 7 days a week. Should you need to speak to an advisor please either email us or call us.Contact usWe strongly advise you to call us if your update is less than 48 hours from departure or if you are already at the airport and require support immediately.
Refund Process
Should you wish to submit a refund request based on the above situations please follow the instructions on our refund request form. Whilst we will review your situation and make an informed decision in your best interest, all decisions are final and are under the discretion of Kiwi.com.com.Submit a refund request
Additional Services
Additional services can not be activated without prior consent from our customer support team. Receipts will also be required for any reimbursement requests. No approval, no receipt, no refund.Should you have any further questions regarding our Guarantee or if anything is unclear, please reach out to our support team who will be happy to assist you.