Kayak.com

Complaint: [redacted]
I am rejecting this response because:
 
I did contact [redacted] and regardless of the duration on my rental (I picked it up and dropped it off at different times) they specifically said that the $75 / day charge comes from Kayak. 
It's not because I was charged at daily rate, for changing the pick-up times. They mentioned that their daily rate was $125 / day considering July 4th weekend. 
So the question for Kayak is again, why didn't [redacted] ever get my original reservation with the $52.50 charge?
 
Here is the confirmation email I received from [redacted] also.
 
 
-------
MESSAGE FROM BUSINESS:We have nothing on our end showing he was quoted a rate of $52.50/day.  Kayak.com is who booked the reservation and in the system the rate it was booked at is $75.00/day.
If the rate he reserved is higher than he was quoted by Kayak, then he needs to take that up with Kayak as they are the ones who booked his reservation.
We used the reservation he had at the rate they booked him for.  Had we not used his reservation and rebooked him, his rate would have been through the roof as it was 4th of July weekend and a one way rental [redacted] to [redacted].  Probably looking at around $125.00/day
We did not set his rate, Kayak did, we did not book his reservation, Kayak did.  We simply used the reservation he had and rented him a vehicle.
-----------
 
 
 
Sincerely,
[redacted]

KAYAK is in
receipt of this complaint. This reported flight reservation was
processed through and serviced by [redacted]. Prior to completing
this reservation it was stated that this reservation would be charged
in USD. The total amount for this reservation is...

$3783.28 USD.
There may be more then one charge but the charges should total
$3783.28 USD. For further assistance with this reservation such as
matters pertaining to billing please contact [redacted]'s service
center at the number listed on your email confirmation. For further
assistance with a foreign transaction fee please contact your
financial institution.

Review: I booked a hotel through Kayak.com on 11/29 in [redacted] at a hotel named [redacted], conf# [redacted]. After receiving the confirmation, I booked airfare NY - San Jose through United Airlines for $3360 (I have dates & receipts). I also booked a second set of flights within [redacted] through [redacted] for $350. A few days after my travel reservations were completed, Kayak contacted me to inform me the hotel confirmation had been made in error and there were, in fact, no rooms available. No alternatives were offered. Only to credit the cost of the unavailable hotel they had billed to me. I did more research trying to find a comparable hotel and nothing was available. We had to forfeit the plane tickets completely. While they are non-refundable, they are reusable at a cost of $300 per ticket (there are 2), leaving me out almost $4000 following the erroneaous hotel confirmation. I contacted Kayak 3 times to find out why I am left with the financial repurcussions of their mistake. On 12/9 I spoke to customer service, was told to send an email to [email protected] and that I would be contacted in 24 hours. Nothing. On 1/28, I spoke with [redacted] and was told this was a booking through [redacted] and it was actually a [redacted] issue and that someone would contact me in 1-3 business days. I received a call 1/28 that there was nothing they would do to help with the expenses I incurred following their mistake on the hotel confirmation.Desired Settlement: I would like Kayak to reimburse the expenses I have incurred for travel I was not able to complete as a result of the false hotel confirmation as well as the change fees to reuse the tickets ($3700 total). At the very least, they should incur the plane change fees I will need to pay to reuse the tickets ($600) as well as the flights within costa rica ($350) that are impossible to reuse.

Business

Response:

KAYAK is in

receipt of this complaint. This reservation confirmation number

[redacted] was completed on [redacted] Partner Network via KAYAK's

booking option. As [redacted] Partner Network is the service

provider for this canceled reservation it will be [redacted] Partner

Network's policies that apply. KAYAK has shared this report with

[redacted] Partner Network's operation center for review.

[redacted] Partner Network's operation center found that they were

contacted by the hotel informing that they were sold out for the

concerned dates. Also [redacted] Partner Network checked

availability in nearby hotels and found that there was no

availability. The hotel reservation was canceled and completely

refunded. For the flight reservation [redacted] Partner Network

will not be reimbursing for the flight reservation. [redacted]

Partner Network has reached out to the Traveler to explain everything

to the Traveler. For further assistance with the hotel reservation

please contact [redacted] Partner Network at the number on your

email confirmation. For further assistance with your flight

reservation please contact the provider who processed the

reservation.

Review: I used to order tickets on Kayak.com a lot. Mostly I was happy about it. Actually in the past, I have referred Kayak to a couple of my friends to reserve their itineraries. But this time, I had a very unpleasant experience.I reserved the tickets online on 01.14.2014 with total fare $2893.72. The next morning (01.15.2014), I received an email from Kayak customer service which saying "New total fare $2871.78, If you accept or reject please respond to the email" and I responded with "YES and please reserve the tickets for me ASAP".But when I received the receipt, the total FARE shown is $2893.72. But on the credit card, I was actually charged by $2871.78+$100=$2971.78. So you can see there was a totally mess for my reservation.In the email (01.15.2014), there was NEVER mentioned that an extra $100 would be charged. On the other hand, it clearly says "New total fare $2871.78".So I am asking Kayak to keep the promised FARE as it was. That is how a good business should be. Please do not ruin the good reputation of your own company. Actually in the past, I have referred Kayak to a couple of my friends to reserve their itineraries. So I deserve to be treated honestly.Desired Settlement: refund me $100 which was over-charged.

Business

Response:

KAYAK is in

receipt of this complaint. [redacted] is the service provider for this

reservation. The email confirmation was sent directly to the

Traveler from [redacted] as well as the notification that the price had

change. The $100 charge is a fee from [redacted]. For further

assistance with this reservation and matters pertaining to billing

please contact [redacted]'s service center at the number listed on the

email confirmation. Thank you.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: My wife and I purchased plane tickets through Kayak.com yesterday to [redacted] (flight info: leaving[redacted] at 9:30 AM and arriving in [redacted] at 4:30 PM). We purchased the tickets based on a particular time of departure and arrival for both our departure and return flights. We received an email confirmation that stated the correct flight information that night (from Kayak). Today we received an email from a different company called [redacted] who Kayak had sent our information to. Overnight our flight had changed from a 9:30 AM departure from[redacted] to a 12:55 am departure with a 10+ hour layover in [redacted]. When we contacted [redacted], they said that the airline can change the times if they feel like the change isn't substantially different. We bought the tickets for the price and times that were indicated. There was no information given by Kayak.com about possible changes in flight times. In short, today, we felt completely cheated by both Kayak.com and [redacted] (apparently a partner of theirs).Desired Settlement: At this point we would simply like the ability to have flights that leave and arrive at the times we agreed to in the first place. If we end up having to take the flights at overnight times with ten hour layovers we expect a refund. A serious message needs to be sent to these companies from consumers.

Business

Response:

KAYAK is in receipt of this complaint. The reservation [redacted] Trip ID [redacted] was completed on [redacted] via KAYAK’s booking option. Upon selecting to book through KAYAK’s booking option it was stated that the reservation was being completed on [redacted] via KAYAK’s booking option. I do see that this reservation was canceled on February 15th. I have contacted [redacted] service center who have verified that this reservation was canceled and a refund was processed. For further assistance with this canceled reservation please contact [redacted] service center. Thank you.

Review: On March 16, 2013, I booked a flight on Kayak to travel from Honolulu to Kona round trip. The confirmation number is [redacted] with ticket numbers [redacted] and [redacted]. On December 26, I received an email saying the flight time was changed. Unfortunately, my flight on a different carrier would not arrive in time for me to make the new Go! Airline ([redacted]) flight. I could not get through to Kayak so I called [redacted] to get a later flight but was told there were none and there would not be any seats for 3 to 4 days. I was also berated by a supervisor for not opening my email about the change which he stated had been sent to Kayak in September. I have since checked all email (in box, trash, spam) and have no record of receiving a schedule change other than the one on December 26. I finally got through to Kayak and was told that they had no record of me booking a flight. After several minutes of discussion I asked the representative if there was some other file he could check. He said possibly he could and checked using ticket numbers instead of the confirmation number. Indeed, he did find the information but told me that he couldn't do anything because the offices were closed and I would have to call back in the morning. My son got through to Kayak at 12:43AM and created a conference call. The representative said that she had a record of sending me the September email but that she had NO record of sending me the email of December 26 (indicating the schedule change). I have a copy. She to put me on hold while she got a supervisor. After being on hold for 45 minutes, she came back on and asked if the supervisor could call me back within an hour. I never received a call. One rep. says they're closed, the next says she has a record of the Sept. email but not the one from Dec. 26 and the supervisor never calls back. With such conflicting information from different reps., I don't see how they can say that they hold no responsibility. The net additional cost of booking new flights was $1055.Desired Settlement: I would like KAYAK to reimburse the additional flight costs of $1055 that resulted from their untimely communications. I have receipts available if necessary.

Business

Response:

This complaint has been forwarded to [redacted] who is the service provider provider for the reservation in question. [redacted]'s operation team has reviewed this complaint. [redacted]'s operation center has found that on September 27, 2013 [redacted] received a schedule change notification from the airlines advising that there was a flight number change and flight departure changes. It was documented that schedule change notification pm September 27th at 2017 and is also notated that WCT notification and schedule change email was requested.

Schedule change that occurred--- Fight number for [redacted] changed from [redacted] to [redacted] and flight departs [redacted] 95 minutes earlier and [redacted] minutes earlier.

The customer called customer service on December 26th to inquire about the schedule change and our agent advised of the new times. The customer at that time advised the agent that they would not be able to take the flight because he would be arriving at 12pm and cannot take the flight that was departing at12:15pm. The agent attempted to call the airline regarding the schedule change however the airline was closed. The customer stated that he will call the airline himself, and the call ended.

On December 27th the customer called advising that we never notified him about the schedule change and requested a full refund for the new tickets that he had to purchase. The agent explained that they would be unable to refund the new tickets, however they could contact the airline. The customer disagreed with the agent and requested to speak with a supervisor and agent placed him on hold. While the call was on hold the customer disconnected the line.

We have requested that [redacted]'s operation center follow up directly with the traveler. For further assistance please contact [redacted] at the number listed on the email confirmation. Thank you.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: I have booked a flight for myself and a friend of mine via kayak.com which towards the end of the booking I have received a confirmation email saying that our booking was completed through kayak.com and they are now forwarding it to airfare.com for further processing and that I should be receiving my trip ID for the airline within 2 hours of booking. I booked the flight at 11PM on a Friday so when I have not heard from them on Saturday, and SUnday even,I figured I have to wait till the next business day. Yet to my disappointment, I still have not gotten an email the following Monday. I was worried because we are International students abroad and it is imperative that we fly on the day that we booked via kayak.com for. I called airfare.com because that was the interactions from kayak.com email. Kayak.com at this point has already obtained my credit card information and has put a hold amounting to $1196.04. I called airfare.com who should be processing my booking as per kayak.com and I was told the booking is incomplete (four days later). I was appalled and was very upset and worried I will not be able to get to my destination on time. I tried to go back online to look for other flights however the prices have spiked to 300US$ more per person. I cannot afford this. I called kayak.com to ask them what happened and why no one informed me of the circumstances by email or by phone and that I have to take upon myself to call just to verify everything went well. If I had just put my total and complete trust to kayak.com (as per their advertisement) I would have waited weeks only to find out I will not be able to start school on time. I called kayak.com and the lady I was speaking to, who didn't reveal her name, was in absolute indifference to my sorrow and worries. Towards the end of my statement she said, and I quote, "There is nothing I can do for you at this point." and when I asked to speak to a supervisor she said, and I quote, "Everyone is on vacation." I couldn't believe what I was hearing.

Product_Or_Service: plane tcket booking

Desired Settlement: DesiredSettlementID: Replacement

Because kayak.com is such a popular (and promising) agency, I trusted that nothing of this sort will take place. Unfortunately, my trust was misplaced. Because of the wait time and the false confirmation that my booking is being processed, I no longer able to find similar flight to the one I originally booked with kayak.com and I ask that they keep their end of the bargain, and fix all the trouble and stress, and financial burden that they have placed me in by finding me the flight at same cost.

Business

Response:

Business Response /* (1000, 5, 2013/07/30) */

The reported flight reservation was processed through and is serviced by Airfare.com.

This reservation attempt failed. Traveler was provided Airfare.com's 24 hour service center phone number where it appears they received verification their booking was unable to be processed and completed. With that said the itinerary the traveler attempted to order could not be fulfilled. Please note prices and availability continually change.

In response to the consumer's desired resolution, please note KAYAK is the ticketing source further we don't set prices, therefore it is not possible to guarantee prices previously searched and selected for processing.

Traveler should continue to work directly with Airfare.com for further assistance with this past reservation attempt.

Review: I recently booked a ticket on kayak.com for about $1000(Confirmation #[redacted]) and received the confirmation email. I'm traveling with others, so after I booked my ticket, the other people in my party booked the exact same flights. I later get an email that the ticket was cancelled and I need to re-book. The ticket is now $1400! I don't have an option of getting different flights now, because everyone else has already booked their tickets. I would never have booked the ticket in the first place if it was $1400. There are currently other flights around $1000 that I could have booked, if I wasn't already committed since I received my confirmation email. I think this is ridiculous, and don't understand how I can enter an agreement with Kayak.com and then once they have me hooked, raise the prices by $400! When I explained the situation to Kayak.com, they pointed the finger to [redacted] pointed the finger to [redacted] pointed the finger to Kayak.com. Regardless, I believe Kayak.com has the responsibility to remedy the situation, because I went to their website thinking I was working with a fair and reasonable business. I can assure you, if Kayak.com does not help remedy the situation, neither I nor my family will ever book through Kayak again.I would expect Kayak to reimburse me the extra $400 I now have to pay (Confirmation #[redacted]). Please adviseDesired Settlement: I would expect Kayak to reimburse me the extra $400 I now have to pay (Confirmation #[redacted]).

Business

Response:

KAYAK

is in receipt of this complaint. The traveler has also reached out

to KAYAK. The attempted reservation was with the service provider

[redacted] via KAYAK's booking option.

KAYAK

has let the Traveler know that it does not appear that [redacted] was

able to fulfill the order. It is likely the order could not be

fulfilled due to a change with the the fare and availability for the

reservation. The service center at [redacted] would be able provide

further insight into the reason the booking could not be

completed.

For

further assistance with this attempted reservation please contact

[redacted]'s service center.

Thank

you

Consumer

Response:

Review: [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,

Review: I search for a car rental on Kayak.com at 8:45 pm jul 19th, 2015 for an SUV at [redacted] airport I found an advertised rate of $90 inclusive of all taxes and fees ( they were broken down to show ). I clicked on the link to book directly with the rental company [redacted]. the listed rate was not available but was now nearly %40 higher. I repeated the search 3 times over a 15 minute period with the same result. I called both companies whe told me they were not responsible and it was the other company"s responsibility.Desired Settlement: I would like the rental price advertised to be honored

Business

Response:

KAYAK is in receipt of this

complaint. KAYAK lets you easily compare

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.

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 frequently. Several people may also be

trying to buy the same travel option simultaneously. As a result, you may find

on occasion that certain prices are no longer available. Thank you.

Review: For a [redacted] to [redacted] ticket reservation for some dollars after going through multiple confusing Kayak listings, I booked using whatever page that Kayak showed me nextHowever I was supposed to make a [redacted] to [redacted] and [redacted] to [redacted] reservation in a multi city settingRealizing the mistake next day ( yes , the very next day because it was very late already ) after work I tried to fix it but not only there was no way to change it but also there was a penalty of dollars ( for a dollars total ticket price? And thats not the total penalty apparently)WHY WOULD KAYAK SEND ME TO [redacted] AND NOT AIRLINE DIRECTLY? When I called the number listed on [redacted] site they said they will send a request form to airline , after hours I contacted again they said they are putting a priority to it and when I called again they said they are changing the setting to UrgentHowever no email , nothing happendWhen I talked to the airline they said they would not do the itinery change unless date change , when talked to [redacted] the guy on phone told me that it was possibleIts just a pain to get forwarded to some unknown entity instead of airline and Kayak is at faultIs there a way that these guy can be banned from torturing consumers like this - atleast kayakIt should not show [redacted] when in reality its directing to [redacted].Desired Settlement: I need my ticket refunded from [redacted] - I don't need Kayak to forward people like me to [redacted] without letting us know that its not the airline specially after showing [redacted] on the main pageits deceptive way of including [redacted] in the mix and causes so many issues with the actual airline which is much more helpful than [redacted]whats the relation between Kayak and [redacted] and why is it not clear on the kayak website.I don't think I will ever book it through Kayak
Business
Response:
KAYAK is in receipt of this
complaintFor clarification, 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
Upon the traveler selecting to book via KAYAK's booking
option it was stated that the booking was being completed on [redacted] via KAYAK's
booking optionPrior to completing the
reservation the traveler was also able to review the change and cancellation
policy for the reservation and then agreed to these policies when processing
the reservationThe email confirmation
for this reservation would have also been sent directly from [redacted]The traveler would have received an email from
KAYAK that stated [redacted] was processing the reservationFor
further assistance with this reservation the traveler will need to contact
[redacted]'s service center at the number listed in the email confirmation that was
receivedThank you

Review: I purchased airfare on 12/16/14 from a competitor displayed on kayak.com. The purchase was fraudulent and I was scammed out of borrowed holiday travel funds. The website was a link found on kayak.com to [redacted]. THIS IS NOT A LEGITIMATE INTERNET TRAVEL SITE! I immediately contacted my credit card company and am in the process of attempting to recover the loss. While kayak.com is not responsible for the irresponsible action of myself in not properly investigating [redacted], kayak.com is no less complacent in its role as intermediary. The website link is a built-in site launcher meant to invite the consumer to shop around. I opened all the comparison sites; [redacted]. The fifth site, [redacted] produced the lowest accommodating fare for the specifics of my travel and thus I purchased the round-trip airfare from [redacted] departing 12/23/14 and returning 12/30/14. The unethical implications of kayak.com being privy to the nature of the illegitimacy of one of its displayed competitors clearly demonstrates kayak.com does not put the legitimate consumer above any bottom dollar. And the unethical implications of kayak.com not being privy to the illegitimacy of one of its displayed competitors speaks heavily to the irresponsible nature of kayak.com in first failing to protect any consumer base from fraudulent internet activity.Desired Settlement: Until such time kayak.com severs its relationship with [redacted], I will not utilize kayak.com. Whether kayak.com subsequently investigates the legitimacy of [redacted] or not, I am submitting this complaint against kayak.com to the Revdex.com regarding the irresponsible oversight of kayak.com in endorsing a fraudulent e-commerce website. The website [redacted] NEEDS TO BE REMOVED FROM KAYAK.COM IMMEDIATELY. The desired outcome from this formal complaint would be a future credit with kayak.com equal to the verifiable loss-regardless of any and all possible recovery of funds lost. This was a very traumatic event to happen at such a personal time of year. The emotional, psychological and physiological distresses incurred as a result of utilizing kayak.com are unacceptable to this now-more-informed consumer. However, kayak.com would better serve the consumer if it put in place stricter policies and procedures regarding who kayak.com will and will not enter into any business relationship with. And for this consumer, I only wish to made as whole as I should have been following a visit to kayak.com (regardless of whether or not I utilized the services of kayak.com firsthand). Details of the fraudulent purchase will be furnished at such time as deemed necessary by any outcome following this complaint against kayak.com.

Business

Response:

KAYAK is in receipt of this complaint. The companies shown within KAYAK's search results are legitimate travel providers.

KAYAK finds and presents as many relevant travel options, matching your criteria, as possible. Once you leave KAYAK to book, the transaction is subject to the chosen booking provider’s stated rules, conditions and policies. If a post-booking issue does occur, you would work with their customer service team to resolve.

As the traveler selected to book directly with [redacted] it will be [redacted] policies that will apply. For further assistance with the traveler's reservation they will need to contact [redacted] as they are the provider who processed the reservation. Thank you.

Consumer

Response:

Review: [redacted]I am rejecting this response because: The stance of Kayak.com which places their affiliation with [redacted] in the same category as the other legitimate websites found on Kayak is unacceptable. A [redacted] search of "[redacted] scam" produces 48,900 hits. Whatever the relationship Kayak continues with [redacted], 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 [redacted].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 [redacted] but only at the introduction facilitated by Kayak. The [redacted] tickets I purchased from [redacted] were not legitimate, and in fact I was hounded in an email two days after purchasing the tickets for more money because [redacted] claimed the quoted airfare had risen significantly. The flight numbers quoted from [redacted] did not exist on the [redacted] 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 [redacted]. For Kayak to staunchly stand by its affiliation with [redacted] 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 [redacted] again.)Sincerely,[redacted]

Business

Response:

For clarification, KAYAK lets you easily compare 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.

I have share this complaint with [redacted] for further review as they are the service provider for the reservation. A representative from [redacted] will reach out directly to the traveler. Thank you.

Review: Kayak.com said I did not cancel a reservation. I canceled it right after a received the final price. I then logged into kayak.com to double check that I had no outstanding future travel plans. I never received any confirmation email. I did not go to Italy. I had no use for this reservation.Desired Settlement: A total refund of 914.40.

Business

Response:

KAYAK is in

receipt of this complaint. There are two past hotel reservations

that were processed by [redacted] via KAYAK's booking option. One

reservation was canceled and one was not. As [redacted] is the

service provider for this reservation it will be [redacted]'s

policies that will apply. For further assistance the Traveler will

need to contact [redacted]'s service center at the number listed on

the email confirmation. Thank you.

Review: I purchased a round trip ticket from Salt Lake City to Denver and back. The purchase date was January 20, 2013. I flew out on a Frontier flight. My return flight was canceled on Feb 24. I spoke with Kayak.com on the telephone about this canceled flight and asked for a refund. They instructed me to send them an email because they could not handle these problems over the telephone. I sent the email, but I received no response for two weeks. I sent another email. No response again for two more weeks. So I called the same telephone number. They again said they could not help over the telephone and I would need to send an email. This time I received a new email address with the promise that they would respond within 2 hours. Unsatisfied, I asked to speak with a manager. After being but on hold for 10 minutes I was told that no manager would be available until midnight my time. A nice trick since I cannot deal with this matter in the middle of the night. I was forced to end the call and send the email. Now it has been 7 days and I have not received a response except an automatic robot response. At least now I know that it was sent to the correct address, but now I cannot get them to address the issue with me. Kayak.com seems to have no intention to provide me the services that I paid for!!

Product_Or_Service: Round trip flight from Salt Lake City to Denver

Order_Number: Ticket number XXXXXX

Account_Number: Confirmation # XXXXX

Desired Settlement: DesiredSettlementID: Refund

I simply want a refund for the canceled flight.

Business

Response:

Business Response /* (1000, 5, 2013/05/10) */

Flight reservation referencing Travelocity Trip ID: XXXXXXXXXX was processed through and is serviced by [redacted]

KAYAK has forwarded this report to [redacted] operation center. As a result [redacted] operation center has opened an incident case Service Incident Number: X-XXXXXXXXXX. This case is being handled directly by Travelocity.

[redacted] operation center has requested a refund directly from Frontier and will follow the progress and update the traveler directly.

All inquiries should be directed to [redacted] contact information is listed on traveler's booking details.

Thank you,

Review: I made an [redacted], car rental reservation via Kayak (confirmation number [redacted], and made on the kayak web page, not transferred to [redacted]), for a rate of $52.20/day plus tax, but in the end I was charged $75 /day plus tax. For a total of 4 days, in the end I payed almost $100 more than the original quoted price. Original quote was ~$249, I payed ~$342. I brought this up at the time of pick-up and drop-off and the told me the original reservation is for a rate of $75/day although I showed them the email confirmation saying $52.20/day. After dropping off the car, I called [redacted] (both the head office and the [redacted] ) and they clearly said that reservation [redacted] shows up in their records for $75 / day. Why is it that I was quoted at $52.20 / day? The only reason I chose [redacted] was because of the price. Otherwise I could have got a [redacted] car for the same price where I'm a gold member. The reservation was for 4 nights, July 3rd - July 7th. Because of a canceled flight, I only picked up the car on July 4th. But I did call [redacted] to mention we will be late and also they confirmed they are holding the car for us on the exact same reservation and rate. I also contacted kayak and they said that because of late pick-up I was probably charged the daily rate, but [redacted] clearly said that $75 is the negotiated rate they received from kayak. Who am I supposed to believe in this case? I made the reservation 5 months in advance in order to get a good rate and it proved that the rate negotiated was either not submitted to [redacted] or [redacted] did not honor it although I called them and informed them of he late pick-up.Desired Settlement: I would like a ~$100 refund which is the difference between the negotiated rate and the rate I actually payed.

Business

Response:

KAYAK is in

receipt of this complaint. This reservation was completed on [redacted]

via KAYAK's booking option. KAYAK has contacted [redacted] on behalf of

the user. KAYAK has found that the user modified the reservation

which changed the total of the reservation. For further assistance

with this reservation the user will need to contact [redacted] as they are

the service provider for the reservation. Thank you.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: I am reporting Kayak to you as to the reason of their refund policy,,, it took the click of a button on my computer and they had over 350.00 of my hard earned money, and when I called to cancell my booking they told me they would refund my money at no charge. When I check my bank this morning they had not refunded my money and told me on the phone it could be up to 30 days before I get my money back... That is my vacation money and I dont have 30 days to wait for them and I am disturbed for the fact that they can hold my money that long... after all they too will click the button on their computer to give it back to me... Why the long drawn out wait? They are unable to do a service for me and should return my money within 24 hours!

Desired Settlement: DesiredSettlementID: Refund

I would like my money back within 24 hrs of concellation.

Business

Response:

Business Response /* (1000, 5, 2013/05/20) */

This reservation Confirmation Number: RXXXXXXXXX was processed by Getaroom using KAYAK's booking option. The reservation was created on May 5th for the Ramada [redacted] in the amount of $265.78. We have reached out to [redacted] service center on behalf of the guest. This reservation was canceled on May 5th and the refund was processed within 24 hours of cancelling. It can take 5-7 business days to post to the users credit card.

KAYAK consumer team has reached out directly to the user about this refund. User verified that the refund of $265.78 was posted to her account.

Review: I recently used the [redacted] website (on a Tuesday) to rent a minivan from [redacted], for pickup in [redacted] Virginia, on the upcoming Thursday morning. The rental cost was approximately $380.00, and I also purchased rental insurance for $27.00. The reservation was confirmed by [redacted].

However, the next day (Wednesday) at 4pm, the [redacted] location called me, telling me that they did not have the minivan that I had reserved, nor did they have any minivan at their location (nor any larger vehicle to upgrade me to as a courtesy). The employee that I spoke with said that I might locate a minivan at a different [redacted] location, but there was no guarantee that any other location would honor their price (as quoted on [redacted]).

I needed a minivan that next morning - as I was moving halfway across the country and needed to leave before the recent snow blizzard hit DC, needed to leave immediately for financial reasons, etc. Ultimately, I had to rent a minivan from a different company altogether, and at a substantially higher cost and on incredibly short notice.

I want to recover the difference between the price quoted on the [redacted] website and the price that I was forced to pay for a different minivan rental. [redacted] does not provide any telephone number to call, nor will its customer service representatives meet my request for a phone number for me to speak with someone at Kayak directly. I merely receive reply emails which try to pass the blame to [redacted], and I am given [redacted]'s general phone number.

I have tried calling the [redacted] phone number on multiple occasions, and simply get transferred from office to office. Kayak could at least call [redacted] on my behalf, or provide me with a specific office and/or extension or person to ask for with [redacted]. Kayak has ignored each of my three requests for assistance.

[redacted] will not accept responsibility. Kayak will not accept responsibility.

I was almost stranded in Washington, DC, without a place to sleep and without any means to leave prior to the snowstorm. Kayak's response has only amounted to continued indifference.Desired Settlement: The difference between the price I was forced to pay for a substitute minivan rental, as compared to the quote that [redacted] provided with my reservation. Recovery of the hotel expenses from my delayed departure from DC, as I had arranged to stay with a friend in Illinois (for free), but could not travel that far with the delay caused by [redacted]'s deceptive trade practices, and thus I had to pay for a hotel room.

Inform prospective customers that using [redacted] is against their best interests. Request that [redacted] clearly disclose that it will not guarantee that your reservation(s) will be honored.

Business

Response:

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.

Review: I called on7/22/14 to cancel a reservation I HadOn August 1st - The 3rd. Their computer did not record the call and the staff member did not do his job and cancel the reservations. On Monday august 4th I called to ask why I had not received My money. They told me they have no record of my call and cancelation so I will not receive a refund. I have sent them a recording of the call from the 22nd but it only has my side of the call. Thank you [redacted]Desired Settlement: I would like a full refund of my money

Business

Response:

KAYAK is in

receipt of this complaint and has shared this complaint with [redacted] Partner Network(formally [redacted] Partner Network) as they are the

service provider for this reservation. KAYAK has requested that

[redacted] Partner Network review this reservation and provide the

Traveler with an update directly. For further assistance with this

past reservation please contact [redacted] Partner Network. The service

center phone number can be found on the email confirmation. Thank

you.

Review: I searched air fares on the Kayak website for a one way flight from [redacted] to [redacted] I found a flight for $84...When I clicked on the flight for details, I was directed to Delta airlines website where I received a message that said the $84 fare quoted earlier had changed , and the new fare is $460.90 !...This is clearly inappropriate and false advertising. I initially addressed my complaint to Delta Airline, but they said it was Kayak who is responsible for the fares advertised, not DeltaDesired Settlement: Honor the $84 fare for the next flight I book from ** to [redacted]

Business

Response:

KAYAK

is in receipt of this complaint. KAYAK lets you easily compare

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, an online travel agency or via KAYAK through one of

our third-party providers.

When

running a search KAYAK returns live search results from the different

providers. Airline prices can change quickly based on availability.

At the bottom of KAYAK's search results it states “We make every

attempt to get accurate prices, however, prices are not guaranteed.”

When the user selected the Delta flight the user received a message

that stated "KAYAK is sending you to book on Delta.com delta.com

will now search for your flight. Double-check your flight details.”

Review: I booked a flight Saturday to go to England. It is a round way ticket. The return flight is on the wrong Date. I needed it changed. Can't be done?

The booking was done online. There were two people booking flights, so I know I pressed the correct date online. When I got my confirmation I saw it was the wrong date? So I have called for every day concerning the wrong date. I am told it is being worked on. I need the flight return from August 18th, corrected to July 20th, 2013. My flight no is: XXXXXXXXXX.

I have been calling for 8 days and issue is not resolved. Please help.

Desired Settlement: I need my flight date corrected please.

From Aug. 18 to July 20, 2013.

Thank you ahead of time.

Business

Response:

Business Response /* (1000, 5, 2013/06/13) */

This reservation Travelocity Trip ID XXXXXXXXXX was processed by Travelocity using KAYAK's booking option. KAYAK has reached out to Travelocity's operation center to obtain the service logs. The customer reached out to Travelocity's service center starting on May 22nd. Below is the service logs from Travelocity.

05/22/2013 1504 - Customer contacted 1st time to make change on the booking stating that she made booking to return on 20th Jul, [redacted] was filled XXXXXX.

05/25/2013 1001 - Customer called in 2nd time to check on the status of the issue so passenger was inform to call us back in 24 to 48 hours as there was no revert from nero team.

05/28/2013 0745 - Customer called in 3rd time to check on the status of the same issue so the agent arranged a call back for customer.

05/29/2013 1521 - Call back team call back customer but reached voice mail.

05/29/2013 1824 - Customer called in 4th time to check on same status but the agent said will get the call back from a supervisor.

05/29/2013 2033 - Customer called in 5th time complaining supervisor was suppose to call her in 3 hrs and has not receive any call back ...so the agent checked with his supervisor and inform customer would receive a call back in 72 hrs.

05/30/2013 0820 - Customer called in 6th time and complained that she has not yet got the call from the supervisor, So the agent checked with the supervisor and was advised the call back in 2 hours but then the call back was not done as no documents by the supervisor.

05/30/2013 1446 - Customer called in 7th time and ask for supervisor so rep transfer the call to supervisor and ask to change the reservation to return on 20 Jul so supervisor did check change fee and informed same to customer she said she want to cancel the entire booking so supervisor told it is non refundable and will just be refunded taxes approximately $ 221.40 , So customer denied same and opted to change the booking to return on 20 Jul but supervisor made mistake here and reissued for wrong dates 18 Jul and documented same and also the call recording was found CLS ID - XXXXXXXXX , which said that customer said 20 JUL so it was now an agent error under supervisor who reissued the reservation.

06/03/2013 1652 - Call back attempted to call the customer but reached voice mail.

We need the customer to contact a front line agent so that we can the return date fixed.

As per the service logs from Travelocity, the customer needs to contact Travelocity's service center at the number listed on her email confirmation to change the return date to July 20th. Travelocity fully supports and services this reservation.

I booked a room through kayak that was not honored by the hotel. Kayak should have enough integrity to research who they allow To conduct business on their site.
Name of the hotel is
Hotel Astor in tijuana