I'm afraid this company is a total scam. My daughter booked a flight, the first leg of which was cancelled a few days after booking and she hasn't received any refund. She was also told that one piece of checked-in luggage was included (ie for the second leg of the flight). It wasn't. She had to pay $80 to get her bag checked in. Kiwi admitted they were at fault on the phone and said all she had to do was fill in the details online and she'd get a refund. She submitted the details, and got a message saying they would not be refunding her. She now can't get in touch with them, either by phone or online, because as soon as she enters her booking ref, the system blocks her. Impossible to get through to an actual person. Believe me, we've both tried. No way would I suggest anyone uses this company. They really shouldn't be allowed to trade.