My brother and i had a bucket list trip, Galapagos islands. While trying to align on flights, i found the cheapest option being via Kiwi whereas he couldnt find anything price competitive, so despite his misgivings, i boked via Kiwi. Getting down to Galapagos was ok, but coming back is when the nightmare started. We had 4 layovers and Kiwi made the layovers very short. The first flight had a delay, which caused a domino effect of missing all the rest of the flights. I proactively called them when i saw the first flight delay and was told there is nothing they can do until i actually miss the flight. Upon arrival at GYE (Guayaquil airport) we predictably missed our 2nd flight. Tried going to the airlines desk directly but they had no more flights for the day and no customer service desk/people there for the night. Called Kiwi.com help desk 3 separate times, always routed to a customer service desk in India with limited English abilities and very little help. Was consistently referred back to the Kiwi app. The kiwi app's only recommendations was to delay final arrival by +24 hours, causing out of pocket hotel stays. Even the itinerary showed kiwi,com booking guarantee, customer service said this was not purchased/covered. After finding my own return flights one way departing in 4 hours (final arrival was 2 hours delayed compared to original), i again called kiwi help desk and asked them to offer me this alternative, even if i had to pay them some additional. They painstakingly took each airport code/flight number/departure and arrival times and said i'd receive an email eventually with the option. This email never came and my brother and i were forced to pay ourselves and forfeit the kiwi flights home. Options were given for refund, which as soon as clicked we were told airlines refused and therefore we would get $0 refund. I have attempted to escalate this case to a manager to speak about the poor overall experience and was told that the help desk does not have ability to send to a manager and i must call in. I do NOT write reviews, but feel at my very poor experience that i needed to warn others to avoid this company at all costs.