Booked a trip on Kiwi: one of the flights was cancelled, alternatives don't fit me. What are my rights?
I booked a trip on Kiwi (4 flights):
Zurich > Oslo, Oslo > Tromso, Tromso > London, and London > Zurich
The last leg was cancelled. They suggest alternatives but there all very unpractical. Other (practical alternatives) are expensive.
What are my rights?
For those who are interested here is how Kiwi handled it:
I called them. They promised to come back to me within 48hrs and that I would not lose the "kiwi guarantee". I got a (blanket?) email ~1hr after ending my call with them. The content of the email was: (a) we found no alternatives for you (b) I lose my guarantee
I called them back on the next day. Calling them out on the fact that they had promised i would retain my "kiwi guarantee" (I also recorded the call on my end). Based on that they agreed to forward me to the somebody who would have a closer look at my case.
I got a call ~1 hr after from a friendly assistant who offered an option (extremely unpractical: Tromso - Oslo - London - Porto - Zurich) requiring a night layover for which I would need to pay ~40USD + accomodation.
How I solved the problem: I went to the easyjet website (the flight cancelled was an easyjet one), to "manage disruptions" changed the arrival airport from Zurich to Geneva. Cost 0$ and I fly out only one hour later
I now need to take the train from Geneva to Zurich - which is a very minor disruption in comparison with all the solution they offered.
Best Answer
If you make a booking with an airline, and they then significantly change the flight details (typically changing departure or arrival by more than a few hours) then the normal minimum standard is that they must give you a full refund. This is based on established practice and basic legality - if I pay you money for something, and you can't deliver that something, then you have to give me the money back.
Airlines are reluctant to talk about this full refund, and will do a lot to persuade you to take another flight with them - after all, they want your money. But it is virtually incontrovertible that they have to give you a full refund. They are unfortunately not obliged to do more than that, even though finding an alternative flight might have become more expensive by the time the change/cancellation occurs.
In the case of Kiwi, Kiwi do say very clearly that they will give you an alternative or a refund. They don't say in the guarantee that it will be an acceptable flight, but I think a lawyer is going to have a field day if they only offer you a completely unacceptable alternative and refuse to give you a refund.
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Can I get a refund if one of my flights is Cancelled?
Cancelled Flight \u2013 A consumer is entitled to a refund if the airline cancelled a flight, regardless of the reason, and the consumer chooses not to travel.What are my rights if one leg of my flight is Cancelled?
If your flight is cancelled. You have the legal right to either: a full refund - including other flights from the airline that you won't use in the same booking such as onward or return flights. a replacement flight to get you to your destination.Do I have to accept an alternative flight?
In my experience the airlines don't have to offer you a flight on another airline, but usually they will offer you a full refund if you don't want any of their alternatives. Then you can go book your own flight. If your travel agent is good, they should be able to arrange this for you.What am I entitled to for a Cancelled flight?
Refund entitlements for your flight The US Department of Transportation says you are entitled to a refund of your ticket cost because of a cancellation or "significant delay" and you choose not to travel. This is the policy regardless of the reason the airline cancels or delays the flight.Avoid This HUGE Mistake When Booking Flights - Kiwi.com
Sources: Stack Exchange - This article follows the attribution requirements of Stack Exchange and is licensed under CC BY-SA 3.0.
Images: ArtHouse Studio, ROMAN ODINTSOV, ROMAN ODINTSOV, Daniel Torobekov