Distribution03/03/2021
Kiwi.com Guarantee
Protecting customers from schedule change, delays and cancellations
The Kiwi.com Guarantee is a unique product on the market. It protects all of our customers from missed connections because of schedule change, delays and cancellations. The Guarantee ensures that travelers are able to arrive at their final destination, or receive a full refund.
Providing industry-leading customer support
Kiwi.com is focused on our customers, whether they are B2C or B2B. Our customer support provides 24/7 coverage seven days a week in multiple languages to ensure the very best service for everyone traveling with us. The Guarantee plays a large role in this.
There are three scenarios that a customer can access when a connection has been missed: when the first segment of an itinerary departs in more than 48 hours; when the first segment of an itinerary departs in less than 48 hours; and when the first segment has already departed.
In all cases, our customers are entitled to a free alternative, a paid alternative or a full refund. The paid alternative is for when a customer would prefer a different flight, and we cover the cost of the free alternative.
If the first segment is within 48 hours or has already departed, then the traveler is entitled to have their costs covered for accommodation, breakfast, dinner and transport.
What is Virtual Interlining?
Virtual Interlining connects carriers who do not normally cooperate, significantly reducing the cost of multi-segment journeys for the passenger. We have seen that this increases revenue for companies we partner with.
Because many of the carriers we Virtually Interline do not normally have an agreement, they do not help self-connecting passengers when itineraries change. This is why the Kiwi.com Guarantee was one the first products we launched after developing Virtual Interlining — it allows us to take the risk on passengers’ behalf, and provide the best service possible.
For more information, read more about our Customer Support and our global coverage
