Flight Refunds: the new Kiwi.com Guarantee offers you instant credit for delays or cancellations

Kiwi.com is an online travel agent primarily focused on flight bookings. Trusted by millions for its innovative flight search features, it finds unique routes and affordable flights. It also offers services that make it easier than ever to get a refund and book alternative flights if travel is disrupted for any reason.

Searching on Kiwi.com reveals numerous options for purchasing tickets and hundreds of airlines worldwide. However, each has its own refund policy. This means there are various different procedures for requesting them, and different laws and regulations apply in each region or country.

Kiwi.com Guarantee: Immediate refund to book an alternative flight if something goes wrong

What sets Kiwi.com apart from other flight search engines and booking platforms is our mission to make refunds as easy as possible. We have spent a long time identifying the main obstacles customers face when flying, and looking for solutions. When booking flights with Kiwi.com, you have the option to purchase the Kiwi.com Guarantee, a unique service that offers you an immediate refund in the form of credit if something goes wrong, no matter which company you travel with. If your flight is canceled and you don't want to wait for the airline to find an alternative (which could take hours or days, and sometimes isn't even an option), the Kiwi.com Guarantee sends Kiwi.com credit to you immediately so you can book another flight right away from your account.

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Gone are the lengthy processes for requesting refunds for cancellations

With Kiwi.com's instant credit, you can immediately purchase another flight with the airline of your choice. It also offers you the possibility to change the destination or airport, if this is more convenient for you or to avoid any problems at the original destination. In any case, Kiwi.com allows you to use the refund in the most convenient way for you. While everyone else spends hours in line looking for answers, waiting to get a ticket for another flight, or trying to understand how to request a refund, you will be on the Kiwi.com app booking another flight with your instant credit.

The best part is that the Kiwi.com Guarantee not only helps you while you're at the airport, but you can get an immediate refund at any time. Imagine finding out a month, a week, or a day before the flight that there is a problem (an unforeseen circumstance) that may prevent you from taking the flight to reach that destination you were dreaming of (or to return home after your trip). Every year, hundreds of thousands of flights are canceled worldwide. Often, this results in frustrating lines where travelers are forced to wait to get their money back. With the Kiwi.com Guarantee, you can immediately select the option for an immediate refund in Kiwi.com credit and book the ticket you want with any airline to try to maintain your itinerary.

The Kiwi.com Guarantee in action: What happens if my flight is canceled?

"I had never heard of Kiwi.com, and this year (in June 2025), I used it for the first time. I booked a flight for two people with three connections on the way there, and three more on the way back. One or two days before the trip, Kiwi.com sent me a message through the app informing me of the cancellation of one of our connecting flights. They gave me credit and the option to use it to buy another flight or save it for later. I decided to use it to buy another connecting flight, and the app showed me several options. In five minutes, our problem was solved. I loved that they notified me immediately and gave me other options to continue with my trip without stress and very quickly. It went great, and I have recommended it to everyone!" — Beatriz, a recent traveler with Kiwi.com who had hired the Kiwi.com Guarantee and was able to change plans in time when one of her connections was canceled.

Variety of refund rules

Kiwi.com always recommends traveling with the Kiwi.com Guarantee so you don't have to worry about how to get a refund or how long requests might take to process. However, they also offer a basic flight option, with no add-ons, where the refund depends on each airline's refund policy and process. If you request a refund directly from the airline, different regulations apply in each region. Rules on refund eligibility and timeframes vary from one region to another.

Airlines are required to issue refunds in certain situations, such as if a flight is canceled or the schedule changes substantially and you decide not to accept the alternatives offered. You can also opt for a refund if there are prolonged delays, you are downgraded to a lower class than you purchased, or if you cancel your ticket within the cancellation period provided by the airline (cancellation request). A refund means that the money is returned to your original payment method, unless you accept one of the alternatives offered by the company. In the UK and the EU, there are laws that protect consumers and set conditions on refunds.

EU and UK regulations on flight refunds

According to Regulation (EC) No 261/2004, airlines must offer you the option of a refund in certain situations, for example, when your flight is canceled and you decide not to travel, when you are denied boarding because the flight was overbooked, when the flight is delayed more than five hours, or if you are downgraded to a class lower than what you purchased (e.g., from Business to Economy). In these cases, you are entitled to a refund of the total price of the ticket you have not used.

Compensation: When you can claim

If you are denied boarding or your flight is canceled or arrives with a delay of three hours or more for reasons beyond the airline's control, you can request compensation. The amount will depend on the distance covered by your trip. If your flight to or from the EU or the UK is delayed by 5 hours or more, you can cancel your trip and receive a full refund.

When are airlines not required to refund you?

There are some exceptions to these rules. Airlines do not have to pay compensation if the delay or cancellation was caused by extraordinary circumstances that could not have been avoided, even if the airline took all reasonable measures. This includes events such as adverse weather conditions, strikes, air traffic control restrictions, political unrest (usually in the destination region, not the national region of the flight), security threats, or other unexpected situations beyond the airline's control that prevented the flight from taking place.

What happens if your flight is canceled and you have the Kiwi.com Guarantee (Travel Protection)?

Kiwi.com sends information about possible travel disruptions by email, app notifications, and SMS. Then, customers can review the changes in the flight and check their options. The first option is to receive Kiwi.com credit instantly to purchase an alternative flight, either immediately or at another time. The other option is to choose assisted refund; in that case, Kiwi.com will request the refund from the airline (in European countries, this process usually takes a total of 14 days until the money reaches your bank) and the amount of the refund will depend on the company and the type of alteration the flight suffered. If a cancellation occurs and the traveler is informed before us, for example, when some alteration occurs while you are already at the airport, you must notify us immediately to activate the assistance service from Kiwi.com as soon as possible. Our mission is to offer you a point of contact to resolve any issues you may have with your flight. Just contact Kiwi.com, and we will help you with any setbacks related to your trip.

If something goes wrong with your flight, count on our refund!

"I missed my connecting flight because the first leg of my trip was significantly delayed. I asked Kiwi.com for help, and they immediately refunded the original price of the connecting flight, which made things much easier because I was able to buy another ticket for the next day. The process was very quick and easy, so it didn't cause me much headache. It works great!" — Georgia, a recent traveler with Kiwi.com who was traveling with the Kiwi.com Guarantee protection.

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For more information about Kiwi.com and the Kiwi.com Guarantee, visit their website and find cheap flights, unique itineraries, and incredible trips.

The testimonials here represent a sample of favorable customer experiences and may not reflect all experiences. Each review comes from a real Kiwi.com customer who was invited to share their opinions after a recent booking or interaction with our services. Some comments have been slightly edited for clarity or brevity. As a token of appreciation for their time, users were offered a voucher for sending their feedback.