Cancelled Flight with Kiwi.com

james_enty

Hello,

First time poster. I booked anniversary flights to Austria for me and my wife. We booked on kiwi.com as it was the cheapest I could find. The flights involved three different airlines, Austrian, LaudaMotion and Ryanair. The Austrian flight which was the outbound has now been cancelled, but the other two are still meant to be running. They've offered a replacement bus service, which would cost us a lot more, so we're not interested in changing the outbound flight. What are our rights for a refund for the two remaining flights in light of not being able to get to Austria in the first place? Is there any ground in that they were all made in a single booking through a single provider? Has anybody any tips or guidance for how to approach Kiwi?

Best wishes,

James

Life__Goes__On

What method of payment did you use?

bagand96

Kiwi are a very strange website.  They put random flights together to make an itinerary.  But more often than not the flights are not on one ticket, they are separate bookings.  These "Self connecting" itineraries are a very risky way to travel, as you have no comeback against airline A for your flights with airline B, C etc.  Kiwi.com do advertise a "Kiwi Guarantee" which they say covers you for such circumstances.

In your example, your Austrian tickets will be completely separate from the Lauda and Ryanair tickets.  The Laudamotion and Ryanair tickets are also likely to be separate, even though you may be connecting.  (although Ryanair did trial connecting flights so maybe they are the same ticket)

Terms and Conditions of the Kiwi.com Guarantee can be found here https://www.kiwi.com/en/pages/content/legal Article 6.  I haven't read fully but I suspect they will claim their offer of a replacement bus covers them.

In terms of you asking whether you have any rights as you booked under one provider, again it will depend what Kiwi.com T&Cs say, but I expect they will say they act as an agent only and your contract is with the relevant airlines.  That could make it difficult to proceed with any claims against them.

You could hope, at this point that the Ryanair and Lauda flights are cancelled and you'd be entitled to a refund of them.  When do you travel?