Kayak.com

KAYAK is in receipt of this complaint*** is an online travel search site that returns results from many different providers The reservation *** was completed on *** The traveler used KAYAK to search and selected to book through a third party provider In the
Terms and Conditions for this reservation it did stated that Bed types, smoking preference, and in-room amenities are subject to hotel availabilityAny incidental charges will be assessed to you by the hotel upon check-out, including parking fees, phone calls and room service The Traveler will need to contact *** service center for further assistance with this reservationThe service center phone number can be found on the email confirmation that was received Thank you

Flight
reservation referencing *** Trip ID *** was booked on
*** via KAYAK’s website. *** provides the
servicing of the
reservation
The
fare rules were provided to the traveler during the online booking
process via a link titled “fare rules”The specific fare rules
for this booking noted the ticket was non refundable and changes were
not permitted
Please
note, during the online booking process the traveler was required to
check an agreement box before the order could be submitted to
*** for processing, the agreement stated “I agree to the
airline's fare rules and KAYAK's
Terms and Conditions and Privacy
Policy. Priceline's
Terms and Conditions also apply.”
For
further assistance the traveler will need to reach out to
***’s service center, contact information is provided via
the confirmation emails received

KAYAK
is in receipt of this complaintI do see a record of a past car
reservation that matches the the Confirmation number***If a
traveler runs a search on KAYAK for a specific
airport KAYAK will
only return results for car rental agencies that service that
airportAlso KAYAK will show if the car rental agency is in
terminal or if there is a shuttle required to the location
In
the case of this reservation it appears that the traveler ran a
general city searchThis will return both airports and non-airports
locationsNon-airport locations tend to offer a lower rates and
this is why they display higher on the results pageFor further
assistance with your past reservation please contact Enterprise as
they are the service provider for the reservation Thank you

Complaint* ***
I am rejecting this response because:I did an airport search, not a general city searchIts not my fault the site has glitchesAlso it was not explained to me at the time of the reservation that I had to contact *** directly to modify and or cancell the reservation and when I called *** to fix the booking they toldo me I had to call kayak to fix the reservationTheir customer service is very poor and I did search by airport, not a general city searchTried to call several times without a prompt responce
Sincerely*** ***
*** ***

Complaint: ***I am rejecting this response because: The stance of Kayak.com which places their affiliation with *** in the same category as the other legitimate websites found on Kayak is unacceptable. A *** search of "*** scam" produces 48,hits. Whatever the relationship Kayak continues with ***, dispite the verifiable fraud witnessed by this complaintant, belies an unconcern for the average consumer. I am no longer an "average consumer" in the sense that when another would ( and more than likely plenty of others have) drop any such complaint against Kayak.com regarding ***.com, I will not accept a brush-off maneuver such as has been twice now received from Kayak.com. I did in fact engage in commerce directly with *** but only at the introduction facilitated by Kayak. The *** *** tickets I purchased from *** were not legitimate, and in fact I was hounded in an email two days after purchasing the tickets for more money because *** claimed the quoted airfare had risen significantly. The flight numbers quoted from *** did not exist on the *** *** website. That Kayak now feels absolved of any and all culpability in the facilitation of fraudulent activity represents the low standard of business ethics of Kayak. I would like to furnish for the Revdex.com and Kayak the pertinent emails to this case. These communiques are unavoidable representations of the fraudulent activity suffered by this complaintant from ***. For Kayak to staunchly stand by its affiliation with *** is very unfortunate for this consumer and all e-commerce consumers who would venture to trust Kayak in the future. ( I have attached the emails, but did not attach the second failure notice I received when attempting to reach *** again.)Sincerely,*** ***

Complaint: ***
I am rejecting this response because: "Prices on airline seats, hotel rooms and car rentals can change frequently. "
I exited and re-entered my search on Kayak multiple times and the price was still the same until I clicked on it to book it Their statements are lies It's a scheme to lure the consumer in
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:I contacted *** directly and they confirmed that the only charge that was made on my card was for the flightThe additional charge made by travelfusion is showing as separateThe additional charge was not listed when I confirmed booking on kayak's website because I would not have bought flight due to this additional chargeThis is not the first time I've had additional charges made to my account on kayak's behalfI am tired of the hidden fees and of the poor customer service I have received from kayakSomeone should have reached out to me to correct this issue as I use kayak all of the time for my flight needs and this kind of treatment will cause me to bring my business elsewhere.
Sincerely,
*** ***

KAYAK is in receipt of this
complaint. KAYAK lets you easily compare
hundreds of travel sites at onceOnce you find the booking option that you
like, KAYAK gives you choices where
to bookYou can book with the airline,
hotel, car rental company, an online travel agency or via KAYAK through one of
our third-party providers.
At KAYAK we don’t set
prices, so it’s not possible for us to guarantee what other companies are
selling. Prices on airline seats,
hotel rooms and car rentals can change frequentlySeveral people may also be
trying to buy the same travel option simultaneouslyAs a result, you may find
on occasion that certain prices are no longer available. Thank you

KAYAK is in receipt of this complaint. KAYAK was able to locate an attempted
reservation that matches the passenger name.
The reservation was attempted by *** via KAYAK’s booking option. This reservation was canceled without
ticketing. Ticket prices are not
guaranteed
until ticketed. *** would
have notified the traveler if the price had changed during processing the
reservation. If the traveler does not
accept the price change the reservation will be canceled and you will not be
charged. For further assistance with
this attempted reservation the traveler would need to contact *** service
center

KAYAK lets you easily search hundreds of travel sites at once. Once you find the booking option that you like, KAYAK gives you choices where to book. You can book with the airline, hotel, car rental company, an online travel agency or via KAYAK through one of our third-party providers.  If a traveler searches for airport only, KAYAK will only return results that service the airport.  The reservation was completed on [redacted] and it would be [redacted]'s modification policy that would apply.  For further assistance the traveler will need to work with the service provider.  Thank you.

Complaint: [redacted]
I am rejecting this response because: Since Kayak aaas the original site promoting the fares, and since the fares were ultimately inexistent they had to honor the reservations, even through a third party. I have never contacted [redacted] by my own will, was Kayak who used Kayak.com for promoting the false prices. Plus, it was Kayak who took the money for the reservation. I want Kayak take its responsibility of all the mess created in my plans. Plans, bound to my job and not to my leisure. Thank you, [redacted] 
 
Sincerely,
[redacted]

To the Revdex.com Complaint Department:   This is a follow-up correspondence to my complaint # [redacted] that I rejected Kayak's reply to my complaint. Please review all dates of each email  and the responses by each agency. I do believe that I'm completely right in my complaint to Revdex.com and that they are in complete error. So please relate all this back to Kayak. Also, my payment for this flight was paid to Kayak according to my credit card billing. Please contact me for any further info. Thank you.                                           ...⇄ [redacted]   Sent from my iPad Begin forwarded message: From: "[redacted] Customer Care"  <[redacted]>Date: June 20, 2015 at 3:39:49 PM CDTTo: [redacted]Subject: Need Information [Incident: [redacted]]Reply-To: "[redacted] Customer Care"  <[redacted]>



Response By Email (Alfred B) (06/20/2015 03:39 PM) June 20, 2015     Dear Mr. [redacted],   I hope this e-mail finds you well.   After reading your e-mail describing your disappointment in us, it's easy to understand why you would question our commitment to on the goodwill refund we have promised.   Currently the refund request has been escalated to the upper management team since the last encounter we've had.   Thus, the refund time is within 6-8 weeks from the date it was filed.   I made a follow up request to my manager and I am awaiting for their immediate response.   I'll get in touch once I got their correspondence.   Once again, please accept our apologies for any inconveniences you may have incurred. You are a valued customer, and we cannot erase what happened, but we hope you will give us the opportunity to regain your confidence. Kind regards, [redacted] Consumer Relations Officer [redacted]
[redacted]
[redacted] E-mail: [redacted] Phone (Inside the US and Canada): ###-###-#### or ###-###-#### Phone (Outside the US and Canada): [redacted] or ###-###-#### Customer By CSS Email ([redacted]) (06/19/2015 01:37 PM) KAYAK Customer Care-   In the latest letter sent to me from KAYAK, the good will offering has yet to be done for me. Since your agreement was done on April 16, 2015, it has been 9 weeks and a day, and still no refund issued. I called management at [redacted] Bank and they investigated my credit card account. They stated that if it was given today, June 19, 2015, it would be shown on my account immediately if the issue was reversed and [redacted] didn't post it as of yet.   This whole situation of this mess is now over a year old, because this happened in early June, 2014. Please be so kind as to look into this matter and let me know why the lengthy time in completing your 'Goodwill".   [redacted] Sent from my iPad On Apr 16, 2015, at 3:36 PM, KAYAK Customer Care <[redacted]> wrote: Response By Email (Alfred B) (06/05/2015 05:57 PM) June 05, 2015     Dear [redacted],   Good day!   I hope this e-mail finds you well.   I understand where you're coming from with regard to the refund process and we appreciate for your continued patience.   The time frame takes 6-8 weeks for us to completely process the goodwill refund.   We apologize for the delay.     Sincerely, [redacted] Customer Relations Officer [redacted] Email: [redacted] Phone (Inside the US and Canada): ###-###-#### Phone (Outside the US and Canada): ###-###-#### Customer By CSS Email ([redacted]) (06/04/2015 09:02 AM) [redacted]   If this is done in good will, why then do I have to wait so long for the payment to be put into my credit card? I just called the credit card bank and there's still no refund. Do I really have to wait for the payment to be deposited next week Wednesday (8 full weeks). Concerned about this. Thank you.   [redacted] Sent from my iPad On Apr 16, 2015, at 3:36 PM, KAYAK Customer Care <[redacted]> wrote: Response By Email (Alfred B) (04/16/2015 03:36 PM) April 16, 2015 LETTER OF REFUND (GOODWILL) Kayak Trip ID: [redacted] Airline Name: [redacted] Airline Departure Date: June 09, 2014 Return Date: June 20, 2014 Ticket Numbers: [redacted], [redacted], [redacted] Dear [redacted], Good Day! This letter intends to inform you that a refund has been processed by Kayak via [redacted]. After reading your e-mail and our telephone conversation describing your disappointment in us, it's easy to understand why you would question our commitment to quality. It is clear we let you down and we sincerely apologize for how your concern was handled by our customer representative. Having said that, we are still committed to exercise an excellent world-class customer service to all of our valued customers just like you. We have submitted a refund request in the amount of $378.00 on April 16, 2015. Please allow up to 7 to 10 business days for the credit to process to the original form of payment. It may take up to the maximum of 30 business days depending on the credit card provider. Normally, for all refunds being filed on all flight bookings, we process it within six (6) to eight (8) weeks. This amount will be reversed back to the same credit card account you've used. Please be assured you are a valued customer and we appreciate your business. We look forward to future opportunities to serve you. Once again, we apologize for the inconvenience you may have encountered on this reservation. If you have any questions, please don't hesitate to contact us at ###-###-####. Sincerely, [redacted] Customer Relations Officer Kayak Reservation Center [redacted] Email: [redacted] Phone (Inside the US and Canada): ###-###-#### Phone (Outside the US and Canada): ###-###-#### Response By Email (Beatsy C) (04/09/2015 10:21 AM) Hi [redacted], Greetings! We apologize for the inconvenience. I am trying to contact you in regards to your concern, about the refund that you are asking us on your [redacted] Airlines flight that you missed. I have tried calling you however you are not answering the call. I order for us to resolve the issue we need to have the flight details you have with [redacted] Airlines. Please provide either of the 2 (ticket number or record locator), or name of the passengers, flight number, travel date and time, and origin and destination. We need to have it as soon as possible. Kindly, response immediately. Thank you for giving us an opportunity to assist you. Sincerely, Beatsy Cielo C. Customer Relations Officer Kayak Reservation Center [redacted] Email: [redacted] Phone (Inside the US and Canada): ###-###-#### Phone (Outside the US and Canada): ###-###-#### 7:00am-9:45pm CT (Mon- Fri)/8:00am- 4:45pm CT (Sat/Sun)
Question Reference # [redacted] Need Information
· Date Created: 04/09/2015 10:21 AM



[---001:005106:39331---]

KAYAK is in
receipt of this complaint. [redacted] is the service provider for this
reservation. The email confirmation for this reservation was sent
directly from [redacted]. [redacted] reached out directly to the Traveler to
advise the Traveler of an issue and to work with...

the Traveler. It
will be [redacted]'s policies that apply when processing a refund for
this reservation. For further assistance or questions pertaining to
the refund status please contact [redacted]'s service center at the number listed
on the email confirmation.

Complaint: [redacted]
I am rejecting this response because:  this does not address my complaint, rather Kayak is pointing the finger and not taking responsibility.  I went to Kayak.com to book a ticket, then received an email confirmation, and later found out it was not purchased.  Because of this, as explained in my previous response, I'm out $400.  I expect Kayak to take some responsibility and not try to pass the buck.  Or at the very least, work with their partners to find a solution.
Sincerely,
[redacted]

KAYAK has reviewed
both emails that were sent on May 16th and on on May 18th
saying the reservation was unsuccessful. Both emails were sent from
[redacted] as they are the service provider for this reservation.
For further assistance the Traveler will need to contact
[redacted]'s service center at the number on the email received from
[redacted].

Complaint: [redacted]
I am rejecting this response because:
Hi [redacted]
My name is [redacted] and my complaint # is [redacted] I just wanted to update youon my complaint. I have not received any reimbursement of $1638.98 to this date. I have emailed them three times and supplied three times my receipts for the newbooking and a copy of my credit card statement showing the new booking!When agreeing to the resolution, I stated I would close the complaint when I received the payment, Not because they said so !
Can you pleasefind out why they are not complying to the agreed resolution. below was my response to the original resolution
 
Thank You
 
[redacted]
Below was my response to the original resolution:
response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. I have submitted my receipts for the new booking which is$1,638.98. When I receive the payment for the difference is when I will close out the complaint at that time.
 
 
[redacted]
[redacted]
[redacted]
Dear [redacted] :
This message is in regard to your complaint submitted on 6/17/2014 11:36:12 AM against Kayak.com. Your complaint was assigned ID [redacted].
Revdex.com has received a message from the business regarding your complaint. Please review this information below and provide Revdex.com with a written rebuttal. All responses with be copied to the business for their review.
Please provide your response within 7 days so as to avoid closure of the complaint as assumed resolved.
Sincerely,
[redacted]
Sr. Consultant/Inquiry SpecialistMESSAGE FROM BUSINESS:
KAYAK has shared this complaint with [redacted] Partner Network's operation center as they are the service provider for this reservation. [redacted] Partner Network's operation center has review this reservation and found that it was identified that this was a crosswire issue. The customer had spoken with several agents and supervisors regarding this reservation. The hotel was contacted and they inquired if the reservation could be changed to the correct hotel, however the hotel had denied that request. The end result which was communicated to the customer was that the original reservation could be canceled and he could rebook a new reservation with the correct hotel. As per the documentation, the customer agreed to this and his original reservation was canceled. After booking the new reservation, if the customer provides receipts for the new reservation to WCT that they will submit for a check to be issued for the reimbursement of the difference of the rates between the original reservation and the new reservation. For further assistance the traveler will need to contact [redacted] Partner Network. Thank you.


Sincerely,
[redacted]

KAYAK
has shared this compliant with [redacted]'s operation center for
further review. [redacted] attempted to contact the Traveler by
phone and has also sent the Traveler an email with an update of their
review. For further assistance please contact [redacted]'s service
center. Thank you.

KAYAK is in receipt of this complaint.  The reservation [redacted] was processed by [redacted].  The traveler used KAYAK to search for the hotel and completed the reservation with [redacted]  The traveler will need to contact [redacted] service center at the number listed on the email...

confirmation.  Thank you.

KAYAK is a travel tool that allows users search for travel, users are provided numerous travel options and choices on where to complete a booking.KAYAK is not an online booking provider, we do not set rates or sell the travel service. Instead these actions would be executed by the online booking...

provider.The referenced rental car reservation was completed on [redacted] via KAYAK’s website.  Throughout the online booking form information was displayed noting “Reservation completed on [redacted]” and “[redacted] will provide the customer service for this booking”. The reservation would be subject to the terms and conditions and policies set forth by [redacted] and specific information regarding reservation guarantee and policies would be determined by [redacted].  Since KAYAK is not the online booking or service provider we will not have access to the reservation system thus we are unable to assist with the referenced service issue. Instead the customer would need contact [redacted] in order to determine what, if any, accommodation is available due to  the inventory availability issue.Regarding rental car damage protection - an option to purchase rental car damage protection from [redacted] was presented during the online booking, this option was selected.  The said policy was sold by [redacted]. An email confirmation including policy information would have been forwarded by [redacted]. All service inquiries would be directed to [redacted] (contact information listed on the booking confirmation details).Thank you.

KAYAK is in receipt of this complaint.  As KAYAK is a US company, KAYAK is prohibited from displaying fares of certain carries...

as governed by the US Treasury Office of Foreign Asset Controls.  Thank you.