Worst experience with an airline service provider ever. My flight from Barcelona to Toronto was cancelled by the airline for reasons out of my control. The carrier put me on another flight and informed Kiwi who never informed me. To get home, I had to book another flight which I paid for out of pocket (so that is two fares out of pocket) and was told to apply for a refund. Kiwi later denied my refund request despite the fact that the ticket purchased was a flex ticket (which was eligible for refund) and the flight was cancelled by the airline. To make matters worse, I got in touch with the airline directly afterwards who had indicated to me that the money was reimbursed to kiwi and that really kiwi should be the one communicating with them directly and not me. The only way to get in touch with this company after the flight is through a chat box where you consistently talk to new people who do not seem to updated on the sequence of events nor do they care to be. There is no process to escalate complaints and I am still waiting for my money back. Do yourself a favour, save yourself time and money. I will never use them again.