Kayak.com

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

Review: Good Afternoon,I would like to discuss with someone in getting a refund for the baggage and check-in fees we were forced to pay on our flight from [redacted] to [redacted] on [redacted]. We paid 320 Euros due to a malfunctioning website which we initially booked through kayak.com. We checked in 2 days prior online and received a message that read "You have successfully checked in!" Being from the U.S., and not knowing we should expect a boarding pass to immediately pop up to print out, we assumed that was the end. There was no other link to push at that time. It also said in a previous email that the boarding pass would be available on the mobile appnot so. At the airport we were told we were not checked-in and that we would have to pay to do so and print our boarding pass! The agent at the desk kept insisting we pay at the kiosk and that she couldn't help us, that we still needed to check in. Then, the kiosk would not check us in...it kept giving us an error telling us to go to the desk. We had to go find a special desk on the other side of the airport to finally make the outrageous payment and be allowed to check our bags and continue on. It is unacceptable to charge over $500 USD to check in at the airport to passengers who had already check-in. Being the Trainer of 50 travel agents annually for a timeshare company that has 3.2 million owners, I never would have expected this of an airline whose reputation has been ever improving. The poor customer service displayed by the desk agent, as well as the ineffective website and kiosk made it truly appalling experience. We ended up having to run to our gate due to the run-around we got. I do not want any sort of extra compensation.just to be refunded for the amount we were unfairly forced to pay to get on our flight. I believe it equates to about $530 USD. I have contacted [redacted] directly as well. Please let me know what else I can provide to make this happen. Thank you for your time,[redacted]Desired Settlement: I would like to be refunded the ridiculous charge of 320 euros. Otherwise, Kayak should not be advertising for this airline!

Business

Response:

KAYAK

is in receipt of this complaint. KAYAK has located a reservation

that was completed on [redacted] via KAYAK's booking option. [redacted] is

the service provider for this reservation. For further assistance

with this past reservation the Traveler will need to contact

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

confirmation they received. Thank you.

Consumer

Response:

KAYAK has chosen to offer services on this un-customer-friendly airline by providing fares through their site. They are responsible for the partnerships they have forged with other vendors and should not advertise airlines who abuse their customers financial and customer-service needs.

Review: [redacted]

I am rejecting this response because:

Sincerely,

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. This reservation was completed on [redacted]

via KAYAK's booking option. When checking in for this reservation

online with [redacted] it will be [redacted]'s policies that apply. Online

check-in and add a bag are two separate processes on [redacted]'s

website. For further assistance with [redacted]'s online check-in

policy please contact [redacted]'s service center. Thank you.

Review: I originally purchased my ticket from Kayak.com's website on February 16, 2014 for travel to [redacted] from June 18 - July 7. I have purchased tickets through Kayak.com before and know that they are what I consider to be a reputable company. This time my purchase experience was no different. I selected the cities I wanted to go to and the dates and Kayak.com gave me a few options. I selected one of the option and checked out as normal. When I was in [redacted], I was told by the [redacted] representative that one of my layovers from B[redacted] to [redacted] was too short. The layover was to occur in [redacted] and it was for fifty minutes. The [redacted] representative stated that under local [redacted]ian law an international layover had to be over an hour. I was referred to the [redacted] customer service desk and I was told I would need to pay an additional $800 USD in order to make my connection. Since I didn't have an extra $800 USD to spend, I tried to tell the [redacted] agent that I had booked the ticket online through a website and that there were no problems when I checked out. The [redacted] representative basically said it wasn't his problem and I needed to pay the difference. I told him that I didn't have $800 USD and he conveniently told me he found a cheaper flight for $337 USD. So I had to pay this amount in order to make my flight home. I want to know why Kayak.com was not aware that my layover in [redacted] did not comply with local regulations since Kayak is supposedly a global online travel agency?Desired Settlement: I would like to be refunded or given travel vouchers for my expenses incurred from Kayak.com's mistake. My trip number was [redacted], and my [redacted] airline confirmation was [redacted].In addition to the $337 USD I was charged about $11 USD in international transaction fee and a $5.00 [redacted] fee.

Business

Response:

KAYAK is in

receipt of this complaint. This reservation was completed on

[redacted] via KAYAK's booking option. [redacted] is the

service provider for this reservation. For further assistance with

this past reservation the Traveler will need to contact

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

confirmation. Thank you.

Review: I made a hotel booking mistake on their website. I had several browser windows open to different hotels and I accidentally booked the incorrect hotel. I IMMEDIATELY looked for a phone number to call. I found out that kayak uses Travelocity as a "booking partner". I IMMEDIATELY called Kayak's booking partner and tried to cancel or change the booking. They were completely unwilling to do ANYTHING for me and said I will still be charged the FULL AMOUNT if I try to cancel or change the booking. There MUST be some kind of consumer protection law against business practices like this. It was an honest mistake that I tried to get resolved myself as soon as the mistake was made, unfortunately without any success.Desired Settlement: This issue with Kayak caused me a lot of problems and costs besides the primary monetary loss but I am only asking for a partial refund equal to to the additional money I had to pay for the incorrect hotel. $117 (incorrect hotel) - $84 (intended hotel) x 4 nights = $132

Business

Response:

KAYAK

is in receipt of this complaint. The reservation confirmation number [redacted] was completed on Travelocity Partner Network via KAYAK's

booking option. As Travelocity Partner Network is the service

provider for this reservation it will be Travelocity Partner

Network's policies that apply.

Prior

to completing this reservation the Traveler was able to view the

cancellation policy and upon selecting Agree and Book the Traveler

agreed to the cancellation policy. This reservation was a

non-refundable reservation and the cancellation policy stated “If

you change or cancel this reservation at anytime, you will be charged

a 100% penalty equal to the total cost of your stay for each room. No

refunds for unused nights, including those resulting from delayed

check-in or early check-out, will be given.”

For further assistance with this

reservation the Traveler will need to contact Travelocity Partner

Network at the number listed on the email confirmation. Thank you.

Review: Dear Sirs, I am writing to you to report a very bad experience I had with Kayak.com (the internet travel agency) that is going to affect me and my family in a very serious way. After having paid for 3 tickets ($3, 259) to go to Italy through Iberia Airlines and having received the confirmations notice through email, the tickets were never issued by the company airlines as advertised in the Kayak site. While I tried several time to know, by phone, how long it would have taken to have the tickets issued (Kayak corporates were assuring me the tickets would have been issued in 2 days), two days later the original date of payment, Kayak sent me a notice saying the reservation was declined by the airline company. I seriously believe this is a case of false advertisement and scam. Plus, I am a Visiting Professor in US, who needs for VISA purpose to go back to Italy (my country of origin) as soon as possible to renew my Work VISA for me and my family, and based on the days of the tickets, I already paid the consular fees for US embassy interview in Rome ($320) and taken agreement for my 10 days staying in Rome. Unfortunately, I cannot use the same fees if I decided to go somewhere else to have my ViSA renewed (e.g. Canada) and I need to pay +$320. At the moment, I cannot find any other affordable ticket of the same price, due also to the 2 days delay answer by Kayak and I risk to not solve the consular VISA issue. PLease, it is a very important matter since I risk to loose my job in US, although backed up by Tulane University. Thank you, [redacted]Desired Settlement: I would like to have 3 round-tickets replaced and issued between 3-11 June, New Orleans-Rome FCO.

Business

Response:

KAYAK

is in receipt of this complaint. This reservation [redacted] was

attempted by [redacted] via KAYAK's booking option. Upon attempting

this reservation the Traveler would have received an error message

advising the Traveler to contact [redacted]. The Traveler also

received an email from [redacted] letting the Traveler know that the

reservation was not processed.

The

Traveler does not have a confirmed reservation. For further

assistance with this attempted reservation the Traveler will need to contact

[redacted]'s service center. Thank you.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I have never received an error message regarding the confirmation as stated by Kayak in the letter sent on 05/29. At the time of the payment, I received only an email saying they were having a "slightly problem" with the payment but that the confirmation was in any case made. As soon I called the customer service and I was assured that the payment went through, I contacted the customer service twice in two days in a row to be sure to receive the tickets. When contacted, the customer service told me that the payment was cleared and it would have taken a couple of hours for the company to issue the tickets. Only 48 hours later my first contact and the two calls when I was assured my ticket were being issued as soon, I received he email from Airfare, saying that the reservation was cancelled.

To further prove and verify what stated above, I like here to provide, attached, copy of the documents.

Review: Wow. I am completely surprised how this service rips people off. I started going to kayak because I use to use [redacted] and always saved and received excellent customer service. Now with Kayak I made two reservations to book a hotel to then realize in [redacted] it was available for half the price kayak had. I immediately called kayak to cancel my reservation since it is a big difference in price to then be told that if I cancel I will lose my reservation and 100% of what I paid. I was shocked. Its sad because I was a loyal customer to kayak since I use to be loyal to [redacted] but now I see that there really isn't any savings with kayak that savings was only available with [redacted]. Now to save I'm going to book directly with hotel since with the hotel directly I am guaranteed to now get ripped off again. I can't believe I paid so much more for a reservation. Oh! and with [redacted] the rooms where suites.And the worse part is that when I call to make the cancellation I realized you don't even talk to employees from Kayak you get redirected to multiple companies. What a waste of time. Never again.Desired Settlement: I want the price difference from [redacted] to be refunded or a full refunded.

Business

Response:

KAYAK

is in receipt of this complaint and was able to locate two hotel

reservation that match the [redacted] email processed using KAYAK's

booking option. The reservation confirmation number [redacted]

was processed by [redacted] using KAYAK's booking option. The

reservation confirmation number [redacted] was processed by [redacted] using KAYAK's booking option. Both

reservation are non-refundable reservation and prior to completing

the reservation the Traveler was shown the cancellation policy and

when selecting Agree and Book the Traveler accepted the cancellation

policy.

The

cancellation policy for the reservation confirmation number

[redacted] stated “ Each

room in this reservation is subject to the hotel's cancellation

policy which is: This reservation is non-refundable. There is no

refund for no-shows or early checkouts.”

The

cancellation policy for the reservation confirmation number

[redacted] stated “If

you change or cancel this reservation at anytime, you will be charged

a 100% penalty equal to the total cost of your stay for each room. No

refunds for unused nights, including those resulting from delayed

check-in or early check-out, will be given.”

For

further assistance with these reservation the Traveler will need to

contact [redacted]'s service center and [redacted]'s service center at

the phone numbers listed on the email confirmations. Thank you.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I booked through there site and they are referring me to other third party companies. They are deceiving customers.

Sincerely,

Business

Response:

Prior

to completing both reservation the Traveler was shown that [redacted]

and [redacted] would be processing the reservations. Also the

Traveler agreed to the cancellation policy of both reservation prior

to completing each reservation. These cancellation policeies stated

“ Each

room in this reservation is subject to the hotel's cancellation

policy which is: This reservation is non-refundable. There is no

refund for no-shows or early checkouts.” and

“If

you change or cancel this reservation at anytime, you will be charged

a 100% penalty equal to the total cost of your stay for each room. No

refunds for unused nights, including those resulting from delayed

check-in or early

check-out, will be given.”.

For further assistance with these reservations the Traveler will need

to contact [redacted] service center and [redacted]'s service center

a the phone numbers listed on the email confirmations. Thank you.

Consumer

Response:

What a waste of time. Same Response twice And No solution.

Review: [redacted]

I am rejecting this response because:

Sincerely,

Review: I booked a room at the [redacted] in Washington D.C. for December through Kayak.com. I made this booking 3 months in advance in September and paid for the room, a total of $621.75, when I made the booking. A month passed by and I realized I had made a mistake with my dates and tried to cancel the booking through the hotel. When I called the hotel they told me they could not do anything because Kayak.com was the one who had the rooms, so this is when the confusion starts. I ask what she meant by,"had the rooms" when she informed me that the hotel sells their unsold rooms to Kayak.com who then charged me the $621.75 and that is who has my money not the hotel. I asked her if I had made my booking through the hotel and tried to cancel when I did, a full month and a half before the booking was scheduled for, if I would have gotten my money back? She said yes because I was trying to cancel a full month and a half before when the booking was scheduled for. So then I proceed to call Kayak.com who tells me otherwise. I called Kayak.com and they told me it was the hotels cancelation policy that would not allow me to cancel my room, but it wasn't it was Kayak.coms' and after a conversation with the representative I hit wall because they weren't budging so I hung up. I called Kayak.com the following day and explained my case again and again they told me I couldn't get my money back and this time apparently I couldn't even change the dates of my trip. I asked if there was anyway I could cancel because I cannot go on the dates, even though I would love too, I selected. Once again they said "no" giving me the same excuse of the hotels contract. I finally realized that what they meant by "hotels contract" is that its the contract Kayak.com makes with the hotel, not a contract the hotel would make with a customer like me. So now I'm out $621.75, not wanting to even stay at the Willard or use Kayak.com ever again. Makes me wonder if the hotel is concerned about the second parties business practices.Desired Settlement: All I want in the world right now is my $621.75 back, I would even pay a $5 fee for them to give it back to me. I cannot go on the dates I booked my room for and now I'm mad at the hotel even though they probably didn't know they would loose customers over making a business deal. I just want my money back and the hotel to know how selling out rooms to a travel agency is bad for their bottom line.

Business

Response:

KAYAK

is in receipt of this complaint. This hotel reservation confirmation

number [redacted] was processed by the service provider [redacted]

using KAYAK's booking option. This reservation is a non-refundable

reservation and prior to completing

the reservation the traveler was shown the cancellation policy and

agreed to the cancellation policy. The cancellation policy does

state “Each

room in this reservation is subject to the hotel's cancellation

policy which is: This reservation is non-refundable. There is no

refund for no-shows or early checkouts.” For further assistance

with this reservation please contact [redacted]'s service center at the

phone number listed on the email confirmation. Thank you.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: As I stated in my initial complaint when I called the hotel they informed me I could cancel through them; Kayak.com is the one who will not let me. They have no justifiable reason to not let me cancel my reservation since I was trying to cancel a full month and a half before my check in date and the hotel is more than happy to cancel my reservation if it was made through them.

Sincerely,

Business

Response:

This

reservation was processed by [redacted] using KAYAK's booking option.

It is [redacted]'s policies that apply for this reservation. The

cancellation policy that was agreed to prior to completing the

reservation stated “Each

room in this reservation is subject to the hotel's cancellation

policy which is: This reservation is non-refundable. There

is no refund for no-shows or early checkouts.” For further

assistance with this reservation please contact [redacted]'s service

center. Thank you.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:In the response it even says it is subject to the hotels cancellation policy; when I called the hotel they said they would cancel it, but it's Kayak.com who won't. Furthermore I am canceling a full month and a half before the check in date which has to constitute some leniency on the behalf of Kayak.com since the hotel has no problem with the cancelation considering it is more than 30 days prior to check in.

Sincerely,

Business

Response:

[redacted]

is the service provider for this reservation. Prior to completing

the reservation the traveler agreed to the cancellation policy set

forth by [redacted] which stated “Each room in this reservation is

subject to the hotel's cancellation policy which is: This reservation

is non-refundable. There is no refund for no-shows or early

checkouts.” For further questions or assistance with this

reservation the traveler will need to contact [redacted]'s service

center. Thank you.

Review: My girlfriend and I purchased two round trip tickets from San Francisco to Aukland, New Zealand on Kayak.com. We were billed for the purchase and received confirmation that our flights were booked from Kayak.com. Subsequently Kayak.com began sending us numerous flight updates (6-10 total), which consisted of changes to our itinerary. One of these updates failed to include two of our three connecting flights to New zealand from Los Angeles. Kayak.com requested we call to discuss significant changes to our itinerary. They informed us upon calling that the flight was cancelled and that they would either cancel our trip or reschedule the flight for us and would call us back after speaking with the airline. We never received a call back. We attempted multiple followup calls to Kayak.com, spending hours on hold, to no avail. The story from their customer service representatives and supervisors changed from agent to agent. Initially they claimed that the flight was not confirmed, subsequently they claimed that the airline cancelled the fight. Each time they promised to call us back after speaking with the airline, but failed to do so. After 6 calls and nearly 8 hours on hold, we have not made any progress. Kayak.com tells us that the issue is out of their hands and that the airline, [redacted] Australia, is to blame. But Kayak.com's customer service has been atrocious; they failed to book a flight that they charged us for, lied to us, changed their story, wasted hours of our time, failed to follow through with refund offers, and now claim limited authority on the matter. Even if they find a comparable flight, we want no further dealings with Kayak.com.

Product_Or_Service: Flight

Account_Number: XXXXXXXXXX

Desired Settlement: DesiredSettlementID: Refund

My girlfriend and I would like a refund from Kayak.com for our flights. The flights are booked on my girl friend's credit card [redacted] Please contact me for my girl friend's name and information if needed. We have issued a complaint with the credit card agency, and they have issued a temporary credit contingent on Kayak.com dropping the issue. There is a 90 day allowance and we need to book a new flight prior to that period ending, so we need the issue resolved.

Business

Response:

Business Response /* (1000, 5, 2013/06/25) */

KAYAK has forwarded this complaint to Travelocity Partner Services who is the service provider for the reservation in question Travelocity Trip ID: XXXXXXXXXX. Travelocity's operations team has reviewed this reservation and found that there where several schedule changes/cancellations. The records do show the the customer reached out directly to Travelocity's service center and was advised the would need to contact the airline. The customer reached back out to Travelocity's service center to request a refund. The customer service agent explained to the customer that they would need to obtain a waiver code from the airline. The airline was contacted at that time and they advised that an email would have been sent to guest relations providing the necessary waiver code to process the refund. The waiver code was provided on June 19th and a refund was submitted. Please assure that when a refund is processed that the refund will be coming from the airline directly, which may take 1-2 billing cycles for the refund to reflect back in the customer's credit card account. The amount of the refund that was processed was $1347.80 per passenger. For further inquiries with this reservation please contact Travelocity's service center. The number was provided on the booking receipt.

Thank you.

Review: I booked a hotel through Kayak.com and was billed by Kayak.com AND the hotel. I called Kayak.com on 10/1 and was told I would be refunded. I have received nothing as yet. The confirmation# is [redacted].Desired Settlement: I would like to be refunded the amount I was charged in error, and any bank charges this erroneous charge may cause.

Business

Response:

KAYAK

is in receipt of this complaint for the reservation [redacted].

This complaint was fowarded to [redacted] operation center who is

the service provider for this reservation. [redacted] operation

center has found that the customer called on October 1st

and spoke to customer

service agent advising that they were double billed. The agent

called the hotel and the hotel confirmed that they had charged the

customer in error and would process a refund. The hotel at that time

did not advise of any problems. The customer was then advised of this

by the agent.

The

customer then called customer service again on October 9th

because they did not yet see the refund processed by the hotel.

The agent again contacted the hotel and spoke with the hotel manager

whom advised that there was a problem and the corporate card that was

provided for payment was being declined. The agent immediately had

this rectified and the hotel manager was able to process the charge

for the hotel room to our card. The hotel manager then processed the

refund back to the customer’s credit card. The customer was advised

of this information and asked to please allow 7-10 days for

processing.

[redacted]

operation center specified that if the customer does not see a refund

at the conclusion of the specified time frame the user would need to

contact [redacted] service center.

For

further questions or assistance please contact [redacted] service

center. Thank you.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Sincerely,

Review: complaint #[redacted] with kayakkayak offered me a 'goodwill refund' on an air flight with [redacted] airlines back in June 'Alfred Bfrom the [redacted] office, stated to me via email (and I have all sent and received emails with Kayak) that the approval for my 'goodwill refund' was approved on April 16, 2015, and would receive it credited to my credit card account in 6-weeksIt has been weeks and Kayak no longer responds to my emails.Desired Settlement: Credit the credit card used to pur[redacted] these flight tickets for the 'goodwill refund' of $380, agreed upon by both Kayak and myself, cost of tickets due to Kayak's negligence and inconvenience for us in a foreigh land
Business
Response:
KAYAK is in receipt of this complaintThe traveler made a reservation which was completed [redacted] which, for reference, was re-branded to [redacted] after the booking was submittedKAYAK has received past feedback from this traveler and provided prompt response and direction to continue to work with their booking and service providerKAYAK is not the service provider and will have no insight into service offeringsIf the traveler was approved for a "goodwill refund", that will be coming from the service provider for their past reservation which is [redacted]The traveler will need to work with [redacted] for further assistance with this refund as KAYAK will have no insight into the status of this "goodwill refund"Thank you
Consumer
Response:
Review: [redacted]
I am rejecting this response because:
I have all my emails from kayak that state that a 'goodwill offering' offering will be made by kayakThe emails will also show how both kayak and [redacted] have merged and that priority was given to my caseI will prepare for Revdex.com to view all the emails between kayak and myselfMeanwhile, what else do I need to do to resolve this matterThank you
Sincerely,

Review: I purchased an airline ticket from [redacted] to [redacted]. The flight was cancelled by the airline and Kayak refuses to refund my flight or place me on an alternate airline. I've tried several times, but was hung up on or either told that nothing could be done. This is insane!!!!! I will never use Kayak again and will surely dispute this to the fullest. The least you incompetents can do is put me on another airline. I was offered a later flight with the same airline but was told I would have a 26 hour layover in [redacted], with no hotel accommodation.... Yeah, Thanks!!!! never againDesired Settlement: At this point, I have no idea!!!! I need the damn ticket but not a 26 hour layover that I did not bargin for!!!!

Business

Response:

Review: Booked a flight to [redacted], the airlines issued a travel alert, as did the U.S. Government due to the current civil unrest. I tried to change my travel plans to another destination at a later time as authorized by the airlines, but they refused to assist me claiming there was no such authorization. However, if you go to the airlines web site it clearly states the change policy due to the civil unrest. Kayak totally refused to help me in any way. They told me my only choice was to not fly and lose the $1,490.00 I paid for my ticket.Desired Settlement: I would like to change my travel plans to another destination at a later time when I'm on break from college. If that's not feasible than I want a full refund. I worked hard to save the airfare.

Business

Response:

KAYAK

is in receipt of this complaint. This reservation was completed on [redacted] via KAYAK's booking option. It will be [redacted] policies that

apply when changing or canceling a reservation. This reservation was

canceled on August 5th.

For further assistance with this canceled reservation please contact

[redacted] service center at the number listed on your email

confirmation. Thank you.

Review: I used my Kayak iPhone app to make a hotel booking close to LGA I needed a hotel close to the airport due to the early morning flight. I found a Hampton Inn and Suites for $312.18. Very expensive but since I had a very important meeting in Ottawa the next day, it was in my best interest to get a short night of sleep and make the purchase. I then boarded a cab around 10:20PM at Newark and instructed the driver to drive me to the Hampton Inn. The cab cost me $130. I arrived at the hotel, exhausted, and I asked the front desk to search for my reservation. Upon my surprise, there was no reservation. The gentlemen at the counter said to me Weve been completely sold-out since this morning. I gave them my confirmation number and still nothing. I immediately called Kayak support and the lady called the front desk for me. Again, no reservation found. The Kayak Customer Support person then said, Sorry, there are no hotels rooms in the LGA area. We cant help you. I rightfully asked for a manager. She transferred me. The lady on the other end was nice. She said she was going to find me a hotel. It was about 10:50. She put me on hold, came back in 10 minutes, and said Still nothing, please hang on. Fair enough. 11:00 at this point. This cycle went on and on until 11:40 when she came back on and said, [redacted], sorry for the wait, we found a property! I was excited. I asked the name of the property and she said Flushing Grand Hotel With my computer on my lap I looked up the hotel. Right in the middle of Flushing, NY. Not the best area. I asked her how many stars, She said 2. I said Thanks, but no thanks. She kept trying. She then came back at 11:50PM and Said, were still trying, [redacted]. I then told her to stop. It was a futile attempt to find space. It was . It was a futile attempt to find space. Due to this, I had to sleep overnight in the LGA airport, a very unsafe environment. Such an awful experience. There is more to this story but this is a overview.

Desired Settlement: DesiredSettlementID: Other (requires explanation)

Compensation for making me sleep at LGA airport, poor service, wasting my time and effort. I have a letter I sent to Kayak.com that goes over much of what I said above but with more detail. Thank you.

Business

Response:

Business Response /* (1000, 5, 2013/06/10) */

Hotel reservation #XXXXXXXXXXXX was processed and serviced by Hotels.com. The customer reached out to KAYAK on 5/30/13 and reported this experience. A KAYAK consumer team member reached out to Hotels.com, the servicing provider, requesting immediate review and to confirm the customer was refunded for the unused reservation.

Hotels.com review verified hotel overbooked for the night and further noted if a hotel is sold out it is their responsibility to close off their allotment of available rooms. Unfortunately in this case the hotel had not shut off their allotment; therefore they allowed the room to be reserved via Hotels.com when in fact there wasn't availability.

The traveler contacted Hotels.com at the time of check in on 5/22/13. A service agent attempted to seek alternate accommodations for the guest however the available room located not meet the travelers needs and they re-accommodation was declined.

Hotels.com confirmed the reservation was refunded in full. The credit was processed on 5/22/13. The above information was shared with the customer.

For any further questions please advise the guest to contact Hotels.com as they are the servicing provider.

Thank you,