They don't help you with anything, even when there is a global IT outage it's "sorry you didn't pay for the extra add on service that you need to have for us to help you with unexpected things like a GLOBAL IT Outage" and will take your money and then tell you that you have to call the airline you're directly. So when I tried to get a new flight because my flight was cancelled due to an, again, GLOBAL IT Outage- they would not help me with refunding my flight and so I had to book an entire new flight and pay for it. The original flight I had that I was not refunded for, Kiwi just keeps that money. Horrible business, robbing people left and right. Avoid at all costs.