Kiwi.com Customer FAQ

Si no recibiste tu billete por correo electrónico después de reservar con Kiwi.com, lo primero que te recomendamos es revisar tu carpeta de correo no deseado o spam, ya que a veces los correos pueden terminar ahí. Si sigue sin aparecer, puedes iniciar sesión en tu cuenta de Kiwi.com y acceder a la sección "Mis viajes". Allí encontrarás todos los detalles de tu reserva, incluyendo tu billete electrónico. También puedes iniciar sesión en la aplicación móvil de Kiwi.com para ver tus billetes.

We're sorry to hear that you encountered an issue during the payment process. Booking may have not been finalized due to a few possible issues like internet connection, the payment gateway, or other technical issues. Please check if the payment has been debited from your account. If it has not, we recommend trying the booking process again. If the money has been debited but you haven't received a booking number, it's likely that the booking wasn't successful and the money should be refunded automatically. However, in both cases, if the problem persists, it would be best to get in touch with your bank as well as Kiwi.com's customer support for further assistance.

We're sorry to hear about this delay. Due to privacy and security reasons, we are unable to access specific bookings or personal details. We suggest you to check your spam or junk email folders as sometimes our emails may end up there. Alternatively, try logging in to your personal account on Kiwi.com and see if there is any updated information there. If you are still unable to find a confirmation, it's possible there may be a delay due to high volume or a technical glitch. We apologize for any inconvenience and appreciate your patience.

Une réservation en cours de traitement signifie que Kiwi.com travaille à finaliser les détails de votre réservation. Cela peut prendre un certain temps en raison de vérifications de disponibilité et de derniers réglages avec les partenaires aériens. Une confirmation contenant tous les détails sera envoyée par email dès que le processus de réservation est terminé. Veuillez attendre ce message avant de faire d'autres plans de voyage. Notez que dans de rares cas, des modifications peuvent être nécessaires si les sièges ne sont plus disponibles lors de la finalisation de la réservation. Dans ce cas, Kiwi.com vous contactera pour discuter des options disponibles.

Kiwi.com's Self-Connect Guarantee is a promise to protect and assist customers in the case of flight delays, cancellations, or schedule changes that can affect their self-transfer between two flights booked on separate tickets. If any of these situations occur, Kiwi.com will make sure to provide a new flight to your destination, cover the cost of the new flight and potentially assist with accommodation or meals, depending on the delay's length. To activate this service, customers need to contact Kiwi.com as soon as they become aware of a potential issue.