<div>You can always find our contact information on the bottom of this page — just scroll to the end and click <strong>Contact us</strong>. You can also go directly to our <a href="http://kiwi.com/help/contact">contact page</a> to see how to message us, email us, or give us a call. </div>

Visit our Help Center to see our contact details.

☎ How to contact us

<div>Depending on the type of refund, you might receive the payout via various methods. Some refunds might only be available in <a href="https://www.kiwi.com/help/search/article/17">Kiwi.com Credit</a>, but if there is a monetary refund, we usually give you an option to choose between the Credit and the original payment method you used to book the trip or pay for the services.</div><blockquote><em>If you apply for an </em><strong><em>assisted carrier refund</em></strong><em> through us, we’ll only be able to send you the refund after we receive it from the carriers. See our </em><a href="https://www.kiwi.com/help/search/article/286"><em>When will you send me my refund</em></a><em> article for more info.</em></blockquote><div>Here are all of the possibilities:</div><ul><li><strong>Kiwi.com Credit —</strong> it’s the fastest way to receive your refund. <a href="https://www.kiwi.com/help/search/article/17">Kiwi.com Credit</a> appears in your <a href="https://www.kiwi.com/user">account</a> within a few minutes and is ready to use to book another trip with us. Your Credit will expire after the stated period of validity.</li><li><strong>Payment card refund </strong>— we send the amount back to the card which you paid with. It's not possible to refund it to a different card. Depending on your bank, it could take several working days to arrive in your account.</li><li><strong>PayPal </strong>— we send the refund to your PayPal account. You should have it there within 24 hours.</li><li><strong>Bank transfer </strong>— we ask for your bank details and send you the payment within 24 hours. Depending on your bank, it should arrive in your account in 3 – 5 working days.</li><li><strong>Carrier vouchers or credits </strong>— if you apply for an assisted refund and the carriers only send us vouchers or credits that you can use, we’ll forward them to you via email. &nbsp;</li></ul><blockquote><em>Please note that the amount might differ slightly when we refund your debit/credit card or via bank transfer, depending on your bank's currency exchange rates.<br>Some banks might also charge a fee for incoming international payments.<br>If we send you the refund and you don't receive it within the given timeframe, please contact your bank.</em></blockquote>

Depending on the type of refund, you might receive payment via various methods.

How do I receive my refund?

<div>If the airline canceled or rescheduled your trip less than 48 hours before departure and we've offered you an alternative itinerary as a part of our <a href="https://www.kiwi.com/help/search/article/515">Disruption Protection Premium</a>, we might also cover some of your extra expenses. Our agents will confirm this to you when you're in <a href="https://www.kiwi.com/help/contact">contact</a> with them.</div><h2><strong>Accommodation</strong></h2><div>In case the alternative trip we find you departs the next day, or there is an overnight transfer of more than 8 hours, we’ll usually book the accommodation for you. If we can't book it, we might ask you to do it yourself and will send you compensation based on the average hotel prices in the city you're in.</div><h2><strong>Refreshments</strong></h2><div>If you have to stay at the airport for more than 4 hours, and you haven't received accommodation, our agents might send you 10 EUR per passenger for refreshments.</div><h2><strong>Airport transfer, taxi, or a shuttle&nbsp;</strong></h2><div>If the alternative we offer you departs from a different airport, we might also offer you compensation for the transfer. The amount will depend on the city you're in.&nbsp;</div>

We might be able to cover some of your extra expenses.

What extra compensation can I get with Disruption Protection Premium?

<div>New mutations of COVID-19, such as Delta or Omicron, are forcing many countries to implement new travel bans. It's your responsibility to check official regulations prior to booking, and again prior to departure, to ensure your eligibility to travel for any layover points in your itinerary and your end destination.</div><blockquote><em>At Kiwi.com we display all itinerary options, to support travelers who do comply with the official regulations. A displayed itinerary is not confirmation of your eligibility to travel, so please ensure you comply so you can enjoy a safe journey.</em></blockquote><div>If you already have a booking and can't travel, you can <a href="https://www.kiwi.com/help/search/article/276">cancel</a> and request a refund. To see your refund options, <a href="https://www.kiwi.com/user">sign in</a> and open your trip. Check <a href="https://www.kiwi.com/help/search/article/155">What trip refund options do I have?</a> article for more information.</div><blockquote><em>Please note that our </em><a href="https://www.kiwi.com/help/search/article/28"><em>Kiwi.com Guarantee</em></a><em> doesn't apply in </em><a href="https://www.kiwi.com/help/search/article/118"><em>force majeure</em></a><em> circumstances. But if you're stuck at the airport because a schedule change, delay, or cancellation </em><strong><em>affects the rest of your itinerary</em></strong><em>, you might be eligible.&nbsp;</em></blockquote><h2>Travel restrictions</h2><div>Some countries might require additional documentation such as a health declaration, negative test results for COVID-19, or a <a href="https://www.iata.org/en/programs/safety/health/locator-form/">Passenger Locator Form</a> to enter. In others, there might be a mandatory quarantine upon arrival, or it might not be possible to enter.</div><div><br></div><div>Please visit the <a href="https://apply.joinsherpa.com/travel-restrictions?affiliateId=kiwi">Sherpa website</a> to learn about the latest restrictions for all countries. If you're traveling with Ryanair, <a href="https://www.ryanair.com/ie/en/useful-info/map-page">check their travel info</a> as well.</div><div><br></div><div>You can also contact your<strong> local embassies </strong>or check <strong>the official government websites for all countries in your itinerary </strong>before traveling.&nbsp;</div><ul><li>If you have a <a href="https://www.kiwi.com/help/search/article/131">self-transfer</a> during your layover, you might need to leave the transit zone — the same rules could apply as when you're entering the country.&nbsp;</li><li>If you have a <a href="https://www.kiwi.com/help/search/article/272/">“hidden city” itinerary</a>, prepare COVID-19 documents for all destinations, even the ones you don’t intend to travel to, as you might be asked to show them before your first flight.</li></ul><blockquote><em>As a result of the travel restrictions, a lot of </em><strong><em>carriers now cancel their trips last minute.</em></strong><em> <br>We always notify you as soon as they let us know, but their communication is sometimes delayed. Please check if your trip is still scheduled before you travel.<br>You can look up your flight number(s) on airline or airport websites, websites like </em><a href="https://www.flightradar24.com/"><em>Flightradar24.com </em></a><em>and </em><a href="https://flightaware.com/"><em>Flightaware.com</em></a><em>, or Google.</em></blockquote><h2>Health and safety measures</h2><div>On top of the travel restrictions, the majority of airports and carriers have established new protective regulations. It's best to check the details on their websites, but here are some general rules:&nbsp;</div><ul><li>Wear a face mask at the airport and on board. Bring multiple face masks for long-haul flights, and consider using other personal protective equipment like gloves, shields, or hand sanitizers.</li><li>Respect social distancing guidelines. When possible, keep a distance of 2 meters from other travelers.</li><li>If possible, check your temperature before traveling. It's now regularly measured at airports, and if you display any symptoms of having COVID-19, you might be denied boarding.</li><li>Check <a href="https://www.kiwi.com/help/search/article/246">cabin baggage</a> conditions. Some airlines have temporarily adjusted their cabin baggage policy and reduced the amount of bags allowed on board. Cabin bags that don't fit under the seat might need to be checked in.</li></ul><div>If you're not sure whether it's safe to travel, check out the travel recommendations per country on the <a href="https://www.cdc.gov/coronavirus/2019-ncov/travelers/map-and-travel-notices.html">website of Centers for Disease Control and Prevention</a>.</div><div><br></div><div>We also recommend checking what your <strong>health insurance</strong> covers. You can check that directly with your insurance provider.&nbsp;</div><blockquote><em>If you've purchased insurance by AXA Assistance or Travelex with us, you'll find the details in your confirmation email and when you</em><a href="https://www.kiwi.com/user"><em> sign in</em></a><em>. The contact information is also on your e-ticket.<br>Please note that </em><strong><em>AXA doesn't cover cancellations due to coronavirus-related restrictions</em></strong><em>.</em></blockquote><h2>Contacts</h2><div>Self-service: you can do everything yourself in your <a href="https://www.kiwi.com/user">account</a>.&nbsp;</div><div><br></div><div>If you still need to reach us, <a href="https://www.kiwi.com/help/contact">contact us here</a>. You can send us a message at any time, or call us when it's less than 14 days before your trip.</div><blockquote><em>When you call, make sure to have your booking ID ready. Our phone lines are still quite busy, so we prioritize customers in transit to help everyone get home safely.</em></blockquote>

Here's what you should know if you plan to travel or are traveling.

Traveling during COVID-19

<div>Our disruption services cover you if your trip gets disrupted because airlines changed, canceled, or delayed any part of it.</div><div><br></div><div>If your trip gets disrupted:</div><ul><li>With <a href="https://www.kiwi.com/help/search/article/509"><strong>Disruption Protection</strong></a><strong>, </strong>we’ll offer you instant compensation<strong> </strong>in the form of Kiwi.com Credit — which can be used to book a replacement flight right away — or to apply for a refund from the airline on your behalf.&nbsp;</li><li>If you have <a href="https://www.kiwi.com/help/search/article/515"><strong>Disruption Protection Premium</strong></a> we’ll allow you to choose between an alternative trip from any airline, instant Kiwi.com Credit, or an instant monetary refund depending on when we learn about the disruption. It can also cover hotels and other expenses as needed.</li></ul>

Our disruption services offer instant help if airlines change or cancel any part of your trip.

What are our disruption services and why are they useful?

<div>If we failed to add services or check you in online as promised, we’ll refund you the fee that you paid at the airport.</div><div><br></div><div>To request a refund, <a href="https://kiwi.com/user">sign in</a>, open your trip, and click <strong>"Refunds and cancellations"</strong> at the top of the page. Scroll down, choose the reason for the refund, and attach the receipts.</div>

If we failed to add services or check you in online as promised, we’ll refund you.

What extra compensation can I get with Disruption Protection Premium?

Accommodation

Refreshments

Airport transfer, taxi, or a shuttle

Related articles

I got charged extra at the airport. How do I get a refund?

How do I receive my refund?

Traveling during COVID-19

What are our disruption services and why are they useful?

☎ How to contact us

Related articles

I got charged extra at the airport. How do I get a refund?
If we failed to add services or check you in online as promised, we’ll refund you.

How do I receive my refund?
Depending on the type of refund, you might receive payment via various methods.

Traveling during COVID-19
Here's what you should know if you plan to travel or are traveling.

What are our disruption services and why are they useful?
Our disruption services offer instant help if airlines change or cancel any part of your trip.

☎ How to contact us
Visit our Help Center to see our contact details.