On 8/15/2024 we booked a flight from Tokyo to Portland after our original flight with another airline was cancelled. Little did we know the flight that Kiwi booked for us had already been delayed, yet they were completely okay with and willing to book the flight anyways and take over $2,700 for this flight. After our flight got delayed to the next day that Kiwi booked, we were no longer able to make the connecting flight in Hawaii, so we attempted to contact Kiwi and have them help us change the flight so we could make the connection. Instead of helping us change the connecting flight, they refused to help us and asked us to pay even more money to change the connecting flight, even though the original flight had already been delayed for several hours, yet they booked it anyways. Then they refuse to help us rebook and leave us stranded in either Tokyo or Hawaii, or pay them more money to fix the problem they created! They didn’t even know the flight was delayed until we tried to check in and got told it had been delayed, only for them to continue to refuse helping us. After spending hours on the phone with people who refused to help us, we ended up requesting a refund in their app, only to be told it would take up to 14 days for us to possibly receive a refund if the airlines saw fit. The airlines were willing to help us change the flights, but were unable to because we booked with Kiwi, which was clearly a huge mistake on our end. Once a supervisor finally called us back, they also refused to help, and basically said the same thing the agents we spent hours on the phone with did. They made this entire process so much more stressful and took all of the money we had to use in Tokyo to survive, basically leaving us with no where to stay, and giving us no alternative option to get out of Tokyo. We asked them to refund us or change the flight and the answer was always the same. It is disgusting that they treat their ‘customers’ like this and they need investigated.