Kiwi.com is a Czech online platform that allows users to book affordable flights, train tickets, and bus tickets. As of 2017, it's one of the biggest sellers of airline tickets for Europe. This may be because Kiwi.com uses a fare aggregator that searches all travel sites for all pricing, and shows its customers the best deal.
Additionally, Kiwi.com has a "Kiwi Guarantee." The guarantee promises to protect passengers from flight delays, flight cancellations, and schedule changes. In these scenarios, Kiwi.com will offer passengers an alternate flight to their destination or refund the cost of the unused tickets. If you are unable to get on a flight quickly enough and you are "stuck," Kiwi.com may cover the costs of transportation to another airport, overnight accommodations, or food and drinks for delays more than four hours.
If you have missed your Kiwi flight, keep reading on your step-by-step instructions of what to do next.
In order to benefit from the Kiwi.com Guarantee, you need to follow a few steps.
You need to contact Kiwi.com as soon as you are aware of any situation that impacts your trip.
You need to respond to all offers from Kiwi.com within 24 hours.
Note that if there are more than 48 hours to your departure, Kiwi.com gets to decide if you will be put on a new flight or get a refund. Within less than 48 hours, you are able to make the decision.
Do not make any flight changes without the approval of Kiwi.com. If you do, Kiwi.com is not liable to cover costs or offer refunds.
If Kiwi.com allows you to buy a flight that is not available online, they will require proof of payment for that flight within 14 days.
Go to www.kiwi.com
In the top right corner, click on 'Help.'
Select 'I have an existing booking' on the new screen that pops up.
You will be asked to sign in to your account. You can sign in with your email and password, your Facebook account, or your Google account. Alternatively, you can also sign in with your booking number, IATA code, and departure date.
Follow the prompted steps to be connected with a Kiwi.com representative and explain that you have missed your flight. Make sure to do this as quickly as possible. Kiwi.com will offer you some options for what to do next.
If you would prefer to be connected to a Customer Service representative through the live chat function, click here. Note that the average wait time is two minutes and the live chat is available Monday to Fridays from 9:00 am to 5:00 pm EST. This is likely the faster option to receive help.
You will need to have all of your flight information and your passport information on hand to relay to the customer service representative.
Note that Kiwi.com does not have a phone number customers can call for help.
Kiwi.com does not have a standard set of rules for missed flights, and what you are offered will likely depend on flight availability. If you are not put on a flight within four hours don't forget that you are eligible to possibly receive food and drink vouchers.