My experience was pretty bad. Part of the itinerary was cancelled two weeks prior to the flight. The kiwi.com normally would take care and change your flight without extra cost, however because it was during COVID times, they said it's a force major circumstances and therefor they are not responsible for anything. All the alternative options they provided were double the money. I also had to fly without luggage. Once I found my flight is cancelled I could not reach them. I could only call them 1 week before my flight. I wanted to call them to see if they can find my a cheapper ticket for different date, and I sent a q query to helpdesk. The letter to the helpdesk was answered after 1 week and at that time I was able to reach them on phone. The agent said that "change flight" option means for me to buy new ticket and forfeit any refunds. I think he himself doesn't understand the company polic. Anyway, the phone call was of no help. So, dealing with them I lost $500 on the original ticket, and $400 because I was waiting for 1 week to talk to them (and the ticket prices went up $400 during that 1 week). Main decision - do not fly with kiwi.com until the COVID is over.