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1.4 35 Reviews

Kayak.com Complaints Summary

3 Resolved
32 Unresolved
Our verdict: If considering services from Kayak.com with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Kayak.com reviews & complaints 35

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V
9:06 pm EST
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Kayak.com I was charged after making a car reservation

Hey I made a car reservation and was charged for it. I want a refund. Your connected to Priceline I believe? Contact me at [protected] or [protected]@gmail.com. Please and thank you!

Desired outcome: Just want a refund

Confidential Information Hidden: This section contains confidential information visible to verified Kayak.com representatives only. If you are affiliated with Kayak.com, please claim your business to access these details.

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1:51 am EST

Kayak.com Online part time job (company name Kayak)

I got a message on my telegram about work from home job, and I wanted to know more about it, then they said it's an online base job all u need to do is register on the kayak website & u just have to give a 5-star rating for which u will be paid commission, after registration I have logged in they asked for a top-up amount of 10k, I asked them why should I pay, they said it's a tours & travel company & the deposit is for authentication of ratings. I deposited 10k before completing the task, again it's asking for the top-up all the time. I have lost 51,00,000 Indian rupees. Entire group deleted all chats and blocked me. Link - https://www.trvworld.com this is not a permanent link. Weekly only they keep on changing the modification and removing the persons who cheated and the link will be changed. They have created multiple groups in telegram. Each group has 25 brokers. If any new persons joined these 25 brokers will post in a telegram that they have earned a lot of making new person's trust to invest on the above platform link. I have attached all the frauds pics. Sanjeev - owner / Nisha - admin / Sivan - broker - all are frauds I have attached all the broker ist.

Desired outcome: Please refund my amount - my id is [protected]@gmail.com

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7:28 am EDT
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Kayak.com Car rental

I went via Kayak to Rentalcars to book a car for 3 days in Kefalonia from that airport.

I was NOT informed that i needed an International Drivers License to do so, on either of those businesses until after i had completed the booking & paid for it.

Needless to say, they would not allow me to have the rental car that i booked & paid-for.

Subsequently i lost what i paid ($362.55) and had to hire a car from elsewhere, where NO International Drivers License was required.

I consider what they did rather sneakingly under-handed, deceitful & unjust.

I tried to cancel the booking but as it was within 24 hours i was charged anyway.

Be refunded that amount - $362.55 and have them place a notice, prominently, to let people what the requirement are for renting cars, not in a deceitfully buried away section in the bowels of their web site, or even worse, not letting people know till after they have paid.

Desired outcome: Be refunded what i paid AUD$362.55 and have them place a notice, prominently, to let people what the requirement are for renting cars, not in a deceitfully buried away section in the bowels of their web site

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6:20 pm EDT

Kayak.com Cancellation fee

I had purchased 3 tickets to japan and was unable to go due to change in requirements to fly. Requiring a visa. Tried to change dates for another date later that week wanted to charge me additional $9000 needless to say did not go we got credit but had to pay cancellation fee of $300 when a friend on same flight and destination amd same dates but purchased separately did not have to pay cancellation fee. Originally when I talked to first representative they had told me $200 cancellation fee and this one was charging me $100 per ticket. When I sent email asking why no answer.

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12:14 pm EDT

Kayak.com Refused to correct name on flight reservation

I purchased tickets to Europe through Kayak on March 8, 2022. Right away I saw that one passenger's name was incorrect, and called to change it. The week before my flight, I noticed that the name had not been corrected. I contacted Customer Service and received this email response:

"Please note that we are aware that the tickets were not reissued with the updated name correction. The tickets with the correct name is reissued usually by the airline 24-48 hours prior to the scheduled flight. Therefore, kindly bear with us a little, and we will update you on your email once we receive it from the airline ourselves."

When I had to cancel the reservations on July 7th because of a delayed passport (and one of us had COVID). When I asked about correcting the name, the agent said "the airline refused." I don't know which airline. This means that I will lost the ENTIRE cost of that ticket, without the option of a credit.

When I contacted United separately, they said they would correct the name once I had a reservation. But Kayak won't book the reservation because the name is different.

Is there any recourse? I stand to lose over $3300 because I originally booked in Premium Economy.

SM

Desired outcome: Please refund the entire amount of both tickets, since she cannot fly alone.

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11:40 am EDT
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Kayak.com Lost 400%

Hello

I booked 2 tickets to India with the help of Kayak. Booking reference number is JD62A98.

And the British Airways Record Locator is 4ARYDD.

After I got the confirmation by email about my tickets, Kayak told me that they can't pick the seats and I need to go to British Airways website to pick the seats. I paid BA 400$ for seats.

A day later, Kayak said, they re-isssued the tickets due to technical issue and now the seats I picked are no longer good. New record locator is 4N5M4R

And BA says they can't help me because Kayak did not put enough details like "billing address", "passport number" etc. I tried so many contacting Kayak and they said they can't help me because I picked seats on BA. But BA can't validate passengers because Kayak did a worst job of not putting enough information about the passengers.

BA says Kayak should have called Trade line to address this issue and kayak did not. So I lost 400$ now. I attached the screen shot that Kayak has sent me asking me to work with BA.

Please re-imburse me the lost money. For the poor service Kayak has I cancelled my tickets to India.

P

Desired outcome: I lost 400$ now.

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1:42 pm EDT
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Kayak.com missing part on kayac

I purchased a Perception kayac through Amazon on 01/25/2022 Serial # WEMHS4DNL122 Model Tribe13.5 Sunset Color Sunset Model year 2022.Width 33.75". Amazon order # [protected]. We just used the kayac for the first time on Saturday 04/23/2022 on our first warm day. Upon inspection we noticed the front 6" hatch kit / cat bag was missing. Could you please send us one of those? Please respond.

Thank you,

Ron Nofzinger

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2:52 am EST

Kayak.com E dreams- rebooking issue

This complaint is regarding an online airline agency that is mostly advertised via kayak for cheap deals.

My husband booked a trip to India through a Kayak advertised agent- E dreams. He was due to travel on 15th Feb, he arrived at the airport, and was told he was having some visa issues which was resolved within 24hrs. However, he ended up missing the flight to India.

Since than he has been contacting E dreams to reschule a flight. Everytime he calls edreams- he is told that he needs to contact them back in 24hrs, as they can not find any flights on their system. My husbands flight was Sri Lankan airlines.

He contacted Sri Lankan airlines who told him that all E dreams need to do is email Sri Lanka airlines advising them that they are unable to manage my husbands booking because they can't see any available flights on their system, and Sri Lankan airlines would be happy to help E dreams with the issue. It has been a week now, my husband calls Edreams everyday, with same statment to call in 24hrs, and that his matter has been esculated, but there has not been a single resolution or update from their end. They even say my husband was a "no show", which Sri Lankan airlines confirms is not the case, and on the system he is not shown as a no show as well. E dreams also say they have emailed Sri lankan airlines, but Sri Lankan airlines denys that they have received any emails from E dreams. Honestly this feels like a scam. My husband is not even disputing any money issue, he just wants his flight rescheduled.

I don't directly blame Kayak, but since than I have seen hundreds of emails against Edreams that they are ripping people of, so why would such a reputed company such kayak advertise agencies like these considering so many complaints.

Desired outcome: Please reschedule my husbands flight.

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4:36 am EST

Kayak.com Refund

Hello.
I am very disappointed because I have booked a flight with you. My trip was cancelled since July 2021. It was cancelled from your side.
Till now I keep claiming and dont get any answer whether you will refund or no and when and
let me how to track it. Very bad customer service.
knowing that I bought the option that allows the refund.

BOOKING NUMBER

[protected]

I am still waiting.

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8:17 pm EST
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Kayak.com Terrible communication! Horrible service! Irresponsible behavior!

Part1: I booked an international flight from US to India through Kayak. The ticket was booked on 01-Oct-2021 and the travel date was 07-Dec-2021.

I received a confirmation email for my booking, my credit card was charged and the trip showed up on Kayak's website under my profile until the last day. I went to the airport and the airlines representative informed me that they had closed one of the routes that I was planning to fly to, and that this had happened back in October. After scanning my passport they were also able toconfirm that this was communicated back to Kayak on 05-Oct-2021. They gave all of this information without even knowing my booking date, etc.

All of this seemed legit to me and made sense. Kayak on their part, in my opinion, failed to make a note of this in their system and also inform me about it.

Part2: At the airport I had no choice as I scrambled to get in touch with the customer care. No matter what time of the day you call, they have a standard message "All our offices are currently closed". I tried their chatbot option and there was no response.

I was continuously trying to reach out to them but went into the same loop (phone to chatbot to nothing). Finally, somebody from their team reached out to me directly on my cell phone and was able to connect me to the right department. In the mean time I had also tried to contact the airlines customer care (which was very easy to reach out), they were very patient with me, explained me the situation and tried to help in every possible way. However, since my ticket was booked through Kayak, they couldn't do much.

Coming back to the Kayak's customer care, I asked for an explanation and since there was none, the agent tried to blame it on the airlines. It was outright that he was not being honest as he wasn't able to explain why do they still have a confirmed trip for a route that was closed in October. As per him, the airlines made a last minute cancellation of my ticket and they didn'tknow about it until a few minutes ago. It was a LIE and I could immediately see that.

Honestly, we are all humans and it is ok to make mistakes, but then you need to admit it, own it and be responsible. Since I was not interested in what had happened, I asked him for my options and he gave me 2 options. Option1: Full refund, which I wasn't interested in. Option2: Another ticket with the same airlines and same country (not the same destination).

He was "supposedly" trying to help me out here but in my opinion his help was a mere attempt to correct their blunder and appear nice. I took option2 as I had no choice. He said I would receive a confirmation email in about 2 hours.

Part3: After about 12-13 hrs, I didn't see the confirmation email coming through. I once again called their customer support number, heard the same standard message, got routed to the chatbot option and finally was able to get in touch withanother agent.

This time the agent was very polite, nice, honest and she really tried to help me out. It appeared that the ticket that was promised on the previous evening was not confirmed and nobody had followed up on that. So, we started the process once again, but this time the agent was really able to book the ticket, stay in touch and also shared a direct number in case Ineeded to reach someone.

Part4: So, to summarize, Kayak did not inform me about the flight cancellation for 2 months. Apparently, they did their part by providing an alternative ticket on the "same airlines" and "same destination country". You guessed it right, if you change the airline because you want to save time for their mistake, you got to bear the difference of fare because you are changing the itenary. What did I lose? I lost time. I lost additional money as: I had to book a domestic flight at my own expense; I had to pay for excess baggage to the domestic airline as their policy doesn't allow the same baggage limit as an international airline; I had to pay for my airport cab twice since I got rebooked on a flight on the next day; I paid for one day of my hotel accomodation. I reached my destination 40 hours late than originally planned. I had to undergo additional covid test at the new destination as it had different rules. I was mentally tremendously exhausted. I had to take additional day off from work. I had to cancel my cab at the destination and rebook it as per the new schedule. I can go on and on, the point is that Kayakhas happily lifted their hands and has denied to take any responsibility for everything that has happened.

Part5: I am very very disappointed not for the flight getting cancelled but due to Kayak's so called horrible customer service. I have been Kayak's customer for over 14-15 years but I don't think I wouldever trust them again.

I know it won't make much of a difference losing me as a customer but I am done doing business with them. If they care, they should listen to all the call recordings in this case and take appropriate actions so that they don't lose other customers like me.

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8:49 pm EDT

Kayak.com Refund - kayak reference # kabeb73

I am one of the most chosen customers that unfortunately made a reservation through your website. I wish I had not made this mistake.

1. As per the current Policy an Indian Passport holder cannot travel through Heathrow Airport due to the Covid-19 restrictions. This was confirmed by the British airways customer care today.
2. As per Kayak representative I need to talk to British Airways customer service for refund. As per British Airways they are no way responsible as this booking was made through kayak.com. The British Airways representative was not willing to provide this to me in an e-mail. He stated that Kayak customer care can call their tradeline number [protected]. I passed on this information to the refund department executive at Kayak.com, the rep stated he cannot wait to join the tradeline and hung up on me.
3. I called Kayak Customer care again and the customer rep said he will connect me again to the refunds department and will stay on call with me to find a resolution. The call was connected to the refund's department and the rep again hung up on me.
4. I am tired of calling you or British Airlines and to be treated in a fashion as I am responsible for booking a flight with you. This has been the most horrible experience of my life.

Desired outcome: Full Refund

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4:15 am EDT

Kayak.com Flights

Dear Kayak,

We purchased flights from your affiliate, BudgetAir worth thousands of pounds.
They have not provided the service offered, nor tickets and have not been able to confirm anything of the sort. They have not provided a refund either.

This is fraud, and I will be pursuing legal action if this is not resolved quickly. This is not what I expect from an online service and it provides for a terrible negative customer experience.

Kayak's responsibility in this matter is clear as the referrer and I would suggest that you cease affiliation with BudgetAir as soon as possible.

Kind regards

Desired outcome: Stop linking through to scam websites including BudgetAir

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5:16 am EDT
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Kayak.com Buying flight ticket

Dear Sir/Madam,
I am Ali Vahidi (vahidi.[protected]@gmail.com). I searched a flight ticket in Kayak.com on 10 July 2021. I set the price result to be shown in euro then I chosed the cheaper one. I forwarded to agancies website (Travel2be.com) and I did the payment. Whole the price until payment was in Euro. After the payment I recieved the invoice and the price was in pound. So I payed about 100 euro more because of currency change fee. I explained my experience to Kayak and they answered me with things that were not helpful. I want to say, there is no information about currency change in whole procedure of searching and buying a ticket not only in Kayak.com but also in Travel2be.com. And it is nonsense to search in euro and pay in another currency. At least they should mention it. I believe Kayak.com is responsible for my problem because they should give enough information about the searching result and also they should evaluate competence of corresponding agencies.
Finally, I am disappointed and feel like a person whose money was stolen.
Regards,
A. Vahidi

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3:58 pm EDT
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Kayak.com handicap assistance

I bought my ticket CMN to SFO on Kayak.com.Said customer service from Kayak..I called them because at no point was there a place to indicate handicap assistance needed..or to tell them I am traveling with my own wheelchair. when I called Kayak customer service. (expensive international call)
the man was annoyed and said " not our job, we are a TRAVEL agency!" I explained he just needed to put a note on the account. I finally hung up snd called Royal Air Maroc.They were fine..but said there was notjing they could do for the second flight. It has shared status/ flight numbers with Jet Blue... CALL them!
already tried that.. it automatically disconnected. nothing possible on line because not booked with them.
soo, I will have no assistance from the time I arrive, get my suitcase..which will have to be REchecked in..even if it has a thru ticket on it. I will have to go from Terminal 1 to Terminal 5..with a 25" suitcase, a carry-on, a wheel chair..and no assistance.
I have fractured my pelvis in two places and not supposed to even lift my PURSE.. if it is heavy.
I am 73.

Desired outcome: assistance from arrival Terminal 1 to checking in Terminal 5

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11:41 am EDT

Kayak.com airfare search

I did a search on kayak for a one-way flight from Bar Harbor, Maine to Fort Lauderdale. Kayak listed a flight flight of $274 using Cape Air and JetBlue. Above the search results in the fee assistant box, I did a plus one of a carry-on and a plus one of a checked bag. When you add or remove a bag in the fee assistant you will see a pop up that says Prices have updated based on your selection. when I added the checked bag the fare then changed to $304, which reflects the bag fee. When you select the flight details it says "You Pay $304" When you click to purchase the deal you are then redirected to the JetBlue site and the fare is now $353 and doesn't include the $30 bag fee. I did the chat with the Kayak help desk. I provided screen captures along with the details above and they said that the $304 is only valid when you book the flight. I explained that's what I was trying to do. I was then told that fare is no longer available and it will take approx. 2 min to update. I was receiving that fare info 20 min prior to reaching out to their support people because the redirect and higher fare didn't make sense. Yes fares change and I get that and know it well as I travel 75% yearly with my job.
It has now been 30 min since my chat session and kayak is still showing the $304 fare with a checked bag included and when that fare is selected there is still a redirect to jetblue with a $353 fare and the checked bag is not included.

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2:09 pm EDT
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Kayak.com name incorrectly entered the plane tickets for air canada

Me and my partner gave just recently just got back from holiday from Vancouver. On both legs of our trip her information had been entered wrongly and she was nearly not being allowed to leave Canada because her name had been entered wrongly twice. I ended up have to pay extra at airport to get ticket reissued so she could get home. Yet her confirmation email she received regarding the booking and cheak in reference were as she had booked it but were not what details the airline had.

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2:27 pm EST

Kayak.com changing layover time reservation no nxdv9c

Hi I book my flight jfk to Lahore July 24 every thing is ok for ticket but my layover of Lahore to Kuwait is almost 19 hour I can stay not long because I have a small child and me and my wife go work have sechudle I don't wana lose my job when I book flight is layover 3 hour know u change time that's is not my fault other airline everybody going on time but why ur airline if u switch my flight to other airline Lahore to jfk its be ok other wise I wana sue ur airline because I have small kid..passenger name 1.khawaja ahmad. 2. Mrs bibi javed. 3.Miss Aleena ahmad.Thx I will wait for ur call or msg...

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8:29 pm EDT

Kayak.com misrepresentation of pricing and cancellation policy

June 19, 2017 I made a reservation through kayak for a super 8 room in ashland wi for a date in mid august. I spoke with an agent named karen. She quoted a price and said it could be cancelled within 24 hours of the arrival date. I asked her if the quoted price was a total amount with taxes etc. She assured me it was the total. I asked her for the exact date and time I needed to cancel get a full refund. She gave me an exact date and time that was 24 hrs before my arrival date. I checked my credit card account that same day and saw the amount had an added charge of $44.28 for tax recovery and service fees. I called getaroom immediately and told them I wanted to cancel my reservation because of the misrepresentation of the price. They said I couldn't because of their "no cancellation" policy. I'm in the process of contesting it with my credit card company. They are scam artists and I see several other complaints of people who had the same or similar experiences as mine.

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2:03 am EST

Kayak.com Scam service!

I booked a hotel via Kayak for all weekend 5 days before my trip. They charged my credit card but later I received a message stating my booking was cancelled. I contacted customer care and they said they couldn't verify my card. That was an absolute lies, they took my money and now they say they could not verify my card! I asked for a refund, but I received no money. So I called again and but was placed on hold for 30 minutes. When I finally talked to the manager he kept saying I need to talk to my bank. I wasted hours of my day with them! Horrible company. Do not do business with them!

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9:36 am EST

Kayak.com Waste of money

I just want to warn everyone that Kayak is a complete scam and their service is the worst ever! They do not want to take any responsibility for their own mistakes. My husband booked a flight through Kayak and suddenly he ended up booking directly with the American Airlines. He didn't receive any notifications about this transaction. He thought that it was not a purchase cause he haven't been charged so he bought the same flight ticket from American Airlines. Several days later his credit card was charged by Kayak. He contacted their customer support but was told there is no way to get a refund. Then he contacted the American Airlines and they also refused giving my husband a refund. He explained what happened and they offered him a credit. We are very disappointed! Kayak has the worst service ever and we won't buy any tickets from them!

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