Kiwi.com Connection Protection Not Honored

I booked an itinerary from Amman to Berlin with booking number 748 750 717 through Kiwi.com, including their advertised “Connection Protection.” The trip on 7 March 2026 required a self-transfer at London Stansted from Royal Jordanian flight RJ113 to Ryanair flight FR2788 (operated by Malta Air). The Royal Jordanian flight from Amman to London Stansted arrived approximately 18 minutes late. Because of the procedures required at Stansted (UK passport control, exiting arrivals, Ryanair document verification, and then security screening), I was unable to reach the Ryanair boarding gate before it closed, even though I proceeded directly through these steps as quickly as possible. While still at the airport, I tried to contact Kiwi.com support immediately for assistance under “Connection Protection.” I called the support number, but the automated system only asked for an e-ticket number and did not recognize my Kiwi.com booking, so I could not reach an agent. I also contacted Kiwi.com via the in-app chat, which stated that support would reply “in no time,” but I received no response while I was still at the airport and needed urgent help. As a result, I was forced to purchase a replacement ticket from London Stansted to Berlin at the Ryanair customer service counter at the airport for £100 in order to complete my journey. I then requested reimbursement from Kiwi.com based on the “Connection Protection” that was included in my booking. Kiwi.com later replied that they could not get any refund from the carriers and informed me that this concluded the refund process, effectively shifting responsibility to the airlines. This is not acceptable to me, as the itinerary, the tight self-transfer, and the “Connection Protection” were all sold and presented by Kiwi.com, and I made every reasonable effort to follow the connection and to reach Kiwi.com for assistance in time. I therefore request that Kiwi.com reimburse the £100 I paid for the replacement London Stansted–Berlin ticket, in line with the promised “Connection Protection” and given that the missed connection and additional cost did not occur due to any fault or negligence on my side.