I booked a multi-leg journey through Kiwi.com and believed I had premium Disruption Protection—the kind that’s supposed to cover changes outside the traveller’s control, like flight cancellations or schedule changes. When one of the carriers changed my connecting flight, I expected Kiwi.com to resolve this. To my surprise, I found out I would be completely out of pocket and had to pay to rebook a new flight so I’d make my connection. I spoke with multiple agents and even escalated to a manager, explaining the situation. I was told that I only had Disruption Protection and not Premium protection—something I don’t recall ever being offered clearly during the booking process as a necessary add-on. Despite the circumstances, no one was able to waive the fees or offer a proper solution. The responses were inflexible - they said I could get a refund but it might not be the whole amount. I said I needed the flight and this wasn’t an option. What’s most frustrating is the disconnect between what Kiwi.com advertises and the reality. I had disruption protection, but apparently this still meant I had to pay for something out of my control when the carrier changed the flight time. I’m asking Kiwi.com to do the right thing and issue a credit or refund for the extra costs I incurred due to an airline change outside my control. Until then, I strongly advise other travellers to be extremely cautious when booking through Kiwi.com—especially when it comes to their so-called “protection” plans.