Kayak.com

KAYAK.com is continuously giving the incorrect results with very low price quotes on the search page and then once we select the package it shows huge difference.
I was made to enter my credit card and traveler details on other websites due to this.
I understand it happening sometimes but everytime cannot be excused. It is definitely bait scam, a cheap trick on consumers.

Review: I reserved a car through Kayak on line for Oct 22 - 26 at[redacted],[redacted], confirmation number[redacted], with the expectation that the car would be available at the airport. When I arrived at the [redacted] airport, the car rental agent ([redacted]) told me that the reservation was for an [redacted] office at [redacted], some 20 miles distance, and the [redacted] office at the airport declined to honor the reservation . Furthermore, the agent advised me that the airport[redacted] office had no cars available. And I would have to pay for my own travel from the airport to the [redacted] office on the other side of town. I was unable to confirm the reservation at the distant agency since there was no answer to phone calls at that office. [redacted] at the [redacted] number on the Kayak reservation confirmed what the agent told me and could offer no remedy other than for me to rent a car from some other agency. I did so for $442.32, a cost of $274.32 over the Kayak promised rate of $168.28. There was no phone number available for Kayak on the reservation. When I returned home, I found the Kayak number on line, and left a message. I also wrote a letter to the address in Stamford. Neither call nor letter was answered. The letter was sent October 30, 2014.Desired Settlement: The Kayak reservation should provide the information when car reservations are made at a location some distance from the airport, and transportation is not available from the reservation service. Kayak should reimburse me part or all of the $274.32 cost I incurred as a result of misleading information provided with the reservation.

Business

Response:

KAYAK

is in receipt of this complaint. I do see a record of a past car

reservation that matches the the Confirmation number[redacted]. If a

traveler runs a search on KAYAK for a specific airport KAYAK will

only return results for car rental agencies that service that

airport. Also KAYAK will show if the car rental agency is in

terminal or if there is a shuttle required to the location.

In

the case of this reservation it appears that the traveler ran a

general city search. This will return both airports and non-airports

locations. Non-airport locations tend to offer a lower rates and

this is why they display higher on the results page. For further

assistance with your past reservation please contact Enterprise as

they are the service provider for the reservation. Thank you.

Review: We booked a room through Kayak.com for a vacation that was planned 6 months in advance. Since making the reservation, the account that I used to pay for the rooms was attacked by check fraud and had to be closed permanently as a result. I contacted Kayak approximately 2 hours ago asking for a refund for my rooms and explained the circumstances with my account. They advised me that they had to refund the money back to the same account, there was no other options. I then asked to speak to a manager, at which time they transferred me to "[redacted]", a customer service manager. I explained the situation again and he advised that he could refund our money to a different card, as I was giving him the account information he hung up on me. I called back and had to wait another 30 minutes just to be told [redacted] was the only manager and that he would have to call me back. I finally received a call back from [redacted] and he then stated that he didn't think that they could refund the money to the new account. I reminded him that he had just told me that they could refund it to a new account, he then said that I would have to call back in 2-3 days to check on the status of the refund. I asked him why he couldn't just tell me now, then he said that I would have to call back in 4-5 business days to check on the refund. I then asked what happened to the 2-3 days that he had just quoted me. He then said, well this isn't our fault your account had fraud. I explained that I knew it wasn't their fault but I just need the room refunded. He then argued some more so I asked if he was familiar with the Revdex.com and if this was going to be an issue. He then hung up on me. This company is a joke to do business with and should be put out of business for their practices and alleged "customer service". I now don't know if I am getting a refund or what is going on, and I am surely not calling back to wait another hour to be hung up on.

Product_Or_Service: Room Reservation

Order_Number: WCTXXXXXXXXX

Account_Number: WCTXXXXXXXXX

Desired Settlement: DesiredSettlementID: Refund

I want my money refunded to me to an active and open account. I also want an email verifying that the refund is being processed with a transaction number. If this cannot be done, I will have no choice but to pursue legal action for the theft that this company will be committing.

Business

Response:

Business Response /* (1000, 5, 2013/06/21) */

This complaint has been forwarded to Travelocity Partner Services who is the service provider for this reservation in question Travelocity Trip ID: WCTXXXXXXXXX. Travelocity's operation team has reviewed this complaint and found that notes in the record state that an agent spoke with the customer on 6/14/2013. The customer was told that Travelocity was not able to refund another credit card and the money would go back on the original form of payment. The agent advised the customer to contact their bank to get the money to a different account. To receive the money to a different account please contact your bank. For further inquiries on this reservation please contact service provider Travelocity.

Thank you

Review: I used Kayak.com to purchase an airline ticket. They took my credit card and payment information, and my payment and ticket was processed through another travel agent website, [redacted]. When I entered my payment information at Kayak.com, I was not advised that although the transaction was listed in US Dollars, that the transaction would be processed outside the United States and would be subject to a foreign transaction fee according to my credit card's terms & conditions. I called Kayak.com's customer service department to seek reimbursement for my foreign transaction fees of $113.48 because I entered my payment info on Kayak.com's site and was not advised that although the transaction was listed in US Dollars, that the transaction would be processed outside the United States. I was directed by the representative to inquire at [redacted], and their customer service representative directed me back to Kayak.com.Desired Settlement: I would like my foreign transaction fees of $113.48 to be refunded by Kayak.com ASAP.

Business

Response:

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.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: as mentioned in Kayak.com's response, the charge was to be made in USD. When payment information was entered at the site Kayak.com, no mention of a foreign transaction was made. However, the transaction was processed at a non-US bank that operates in foreign currency thus incurring foreign transaction fees. Had Kayak.com warned that the transaction would be processed as a foreign transaction, I would not have completed the transaction. Thus, I expect reimbursement of these foreign transaction fees by Kayak in order to resolve this complaint, as I entered my payment info and agreed to the terms at Kayak.com. The amount of reimbursement I am seeking for these fees is listed in the Original complaint.

Sincerely,

Business

Response:

This reservation

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

not the service provider for this reservation the service provider is [redacted]. Prior to completing

the reservation it stated that the booking was being completed on

[redacted] via KAYAK's booking option and that [redacted] will be

providing the customer service for this reservation. The charges for

this reservation were in fact charged in USD for this reservation.

The traveler is able to view a statement “your credit card may show

one or more charges with a total price of USD 3783.28.” by viewing

the reservation directly on [redacted]'s website. For further

assistance with this reservation and matters pertaining to billing

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

number listed on the email confirmation.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Kayak.com should have warned that the reservation was going to be processed through a non-US bank, which may result I a foreign transaction fee. Payment was entered on Kayak.com's website where no such warning was given in Kayak.com's terms of service. Thus, I expect reimbursement for the foreign transaction fee. The current response is not satisfactory. The amount of reimbursement I am seeking was listed in the initial complaint.

Sincerely,

Business

Response:

As this

reservation was completed on [redacted] via KAYAK's booking option

the Traveler will need to work with [redacted]'s service center. To

be reimbursed the foreign transaction fee the Traveler will need to

provide proof of the the foreign transaction fee to [redacted]'s

service center who will then work directly with the airline to have

the fee refunded. For further assistance please contact

[redacted]'s service center at the phone number provided on the

email confirmation. Thank you.

Review: I booked a hotel using the Kayak Pro mobile app and, throughout the entire booking process, the application failed to indicate that the reservation I made was nonrefundable. After investigating in the app further I found that when a reservation is refundable there is a prominent 'refundable' badge placed next to each room but when the room is nonrefundable there is no mention of it; it is purposefully not displayed to the user. This deception caused me to book a room I though would be refundable when in fact it was not. It was only after walking through the booking process on several additional reservations that I found the words 'Term and Conditions' but there was still no real indication that they could've been opened and read form the app. There was also no checkbox or anything for the user to use to determine that they saw the terms and have read them. Hiding that a room is nonrefundable behind terms and conditions that the user really doesn't know they can read within the app is wrong. Especially since I was never even shown refundable rooms while booking. Furthermore the 'terms' are placed so closely to the Book Now button that one could book while attempting to read the terms and conditions.Desired Settlement: I would like Kayak / Priceline to refund $82.45, the amount I was charged for a hotel reservation on 2/9/2016.

Business

Response:

KAYAK is in receipt of this complaint. The reservation the Traveler is referencing was completed on Priceline.com. Prior to completing this reservation the Traveler was shown “By completing this booking I agree that I have read and accept the Terms & Conditions and the Hotel Notices.” This is a clickable option that shows the policies for the reservation including the cancellation policy. For reference the cancellation policy was that the reservation was a non-refundable reservation. By the Traveler clicking the Agree & Book button they have agreed to these policies. For further assistance with the reservation the Traveler will need to contact Priceline.com’s service center. Thank you.

Review: On March 11, 2015, I booked a room at [redacted] on [redacted] in [redacted] on [redacted]. This [redacted] was described as 2 stars with the basic amenities. I am a budget traveler and this hotel seemed appropriate. Upon arrival at noon on March 12, 2015, the hotel was nothing like what was described online. The building looked like it needed to be condemned. The walls, carpets, and level of cleanliness was not what one would expect from a franchised business. Upon entering the hotel room, the lighting fixtures did not work. The room smelled strongly of cigarettes despite requesting a non-smoking room. The towels were discolored and some appeared to be unwashed. The carpets were moldy. There were insects crawling in the sheets. I was in a rush to various appointments throughout the city and had to leave. I returned at around midnight. The entrance to the hotel was littered with cigarettes. There were various people loitering around the building. There were other people in the lobby smoking marijuana and engaging in other drug use. The property felt incredibly unsafe and unsanitary. I was unable to sleep that night for not only this reason, but the noise level was so high that it was nearly impossible to sleep. The following morning, we talked to the manager about cancelling our reservation. He agreed to cancel the remainder of our reservation, and refund us for the 3 nights we did not stay at the property, and we checked out. The refund was never issued and instead, [redacted] is now claiming that we stayed the entire stay and that we are lying that we checked out the first night. If we were lying, we would not have hotel receipts for the [redacted] for the following 3 days.

[redacted] Partner Network, the intermediary that is working with [redacted], is also lying and have said different things every time I have attempted to call their customer service line. The first agent said that they will look into having the refund issued. The second agent I called said that the refund will be issued in 5 business days and that I had to "email" to confirm after 2 business days. The last agent said that no such agreement was made and the notes in the system do not indicate a refund was agreed to.

I believe that [redacted] should not partner with companies with obvious adverse business practices. They are enabling companies to scam people out of hard-earned money.Desired Settlement: I want a refund for the 3 nights at [redacted] that I did not stay. That would be $279.

Business

Response:

[redacted] is in receipt of this complaint. This reservation was completed on [redacted] Partner Network via [redacted]’s booking option.

[redacted] Partner Network is the service provider for this

reservation. At the time of this

reservation if you encountered an issue at the hotel you would have need to

contact [redacted] Partner Network for assistance.

The traveler has also reached out to [redacted] and [redacted] found that [redacted] Partner Network sent an email letting the traveler know that the reservation was

refunded. For further assistance please

contact [redacted] Partner Network. Thank

you.

Review: I booked a flight from [redacted] to [redacted]) on Monday, September 30th, for $950. Two days later I received an email notifying me that my booking was cancelled, and I would have to pay $1200 if I wished to rebook. I feel like I was the victim of a bait and switch scheme.Desired Settlement: I would like to book the flight at the original agreed upon price.

Business

Response:

The reported flight reservation attempt was processed through and serviced by [redacted]. The traveler received an email that the reservation was pending processing through [redacted] and was provided [redacted]'s a 24 hour services center phone number where they could call to check on the status of the reservation. With that said the itinerary the traveler attempted to order could not be fulfilled. This information can be verified by [redacted].

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.

Review: I booked a hotel for 5/16-5/17 on [redacted]. I received an email on 5/15 stating my hotel was booked for that evening. I called Customer Service and communicated that I selected 5/16. They stated there are no rooms available for that evening. I could not receive a refund. I spoke to "[redacted]" at 1:52 pm on 5/15. I asked to speak to someone else and he said there was no one else available. This happened to me last month as well. I booked a hotel for one night and it came up another evening. I was using the [redacted] mobile app.Desired Settlement: Refund my hotel cost booked to my credit card.

Business

Response:

Review: They advertise a price of $252 at [redacted] for a room in AC for June 21st and once you try to book it, the price doubles. FALSE ADVERTISING!!!!Desired Settlement: I would like the room at the price of $252 that I agreed to pay for, not the doubled price of $500+.

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 hotel, an online travel agency or

via KAYAK through one of our third-party providers.

In this sense, KAYAK is a search engine and we don't guarantee prices

we find. 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.

Travelers

can send KAYAK a feedback about bad prices so KAYAK can review the

data we are receiving.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: "Prices on airline seats, hotel rooms and car rentals can change frequently. "

Review: I booked a hotel reservation and accidentally cancelled it on line . I called customer service to let them know of my error. I was told I would be charged the full amount and that the reservation would not be reinstated. I find it hard to believe that know one else has made a mistake and that it can't be corrected. I called the hotel and they told me it was booked through [redacted] I called [redacted] and was told that only Kayak could correct this.I feel used and mislead. I think consumers should be aware that their customer service is limitedI would like the hotel room that I booked reinstated or a full refundThank you [redacted]

Order_Number: WctXXXXXXXXX

Desired Settlement: DesiredSettlementID: Refund

I would like my reservation that I paid for reinstated or a full refund. Also think that consumers should be aware of their lack of customer service

Business

Response:

Business Response /* (1000, 5, 2013/05/15) */

KAYAK has received this complaint and forwarded it to Travelocity Customer Care for further review. [redacted] is the service provider for the reservation in question confirmation number: WCTXXXXXXXXX. It was stated that the reservation was processed through KAYAK via our partner [redacted] and the user did agree to the cancellation policy provided with this reservation which stated "If you change or cancel this reservation after 12 AM local hotel time on Thursday, May 02, 2013, 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."

[redacted] Operations team is currently investigating this reservation and will address the customer once they complete their investigation.

Review: I cancelled my booking at the [redacted] in [redacted] and was told I would not be charged for my stay because my room (#911) was mildewed and foul smelling and there were no more rooms available. I have been trying to get my refund since September 2013 but get various excuses from Kayak everytime I call requesting a refund.Desired Settlement: KAYAK confirmation #[redacted] (Sept 6, 2012) and #96831856 (Sept 6, 2012)I am requesting a full refund since KAYAK collected my payment and was not charged for my stay by [redacted].

Business

Response:

KAYAK

is in receipt of this complaint. We do she two hotel reservations

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

has shared this directly with [redacted]. For further assistance

with these past hotel reservations please contact [redacted] as they

are the service provider for these reservations.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: This is the same " no response " I have been getting from Kayak every time I called. The resort told me I would not be charged for the stay because the room was not up to par and they had no other rooms. It's simple; Kayak was not charged for the stay and they are refusing to give me a refund. Notice they never said they were charged for the stay! I am continuously getting the run around from Kayak. I would like to see the remittance from Kayak to [redacted] along with the invoice from [redacted] for the two reservations.

Review: I booked a flight this morning from [redacted] to [redacted] and did not leave the kayak website. I was provided with a final total of 53 [redacted] which is showing up as a charge on my credit card as $81.64. This charge is fine and I do not take issue with it but in addition to the original charge, I was charged an additional charge of $8.15. I contacted kayak and spoke with a customer service representative who was rude and sassy with me and who did not help me to get a refund on this charge which was not advertised anywhere on the website or on the receipt I received from [redacted]. I contacted [redacted] and they stated that they only charged me for the original $81.64 which I can clearly see on my credit card statement. This money should have never been deducted from my account to begin with.Desired Settlement: I would like for the $8.15 to be refunded to me as I was never informed I would incur this charge or I would not have purchased the ticket to begin with.

Business

Response:

KAYAK is in

receipt of this complaint. While the

traveler remained on KAYAK the reservation reservation was completed on [redacted].

Upon

selecting to book this reservation there was a break down of the charges which

showed a [redacted] Payment Fee of 1.04 [redacted] and a Travelfusion Service Fee

of 5.29 [redacted]. The total for this reservation was 58.29 [redacted]. It was

also stated that “All prices in [redacted]. Your Bank's Exchange Rate and Currency

Transaction Fees may apply.” Upon

selecting to book this reservation the Traveler agreed to [redacted]’s polices as

well as the total price in [redacted] for this reservation.

For further assistance with this reservation the Traveler will need to

contact [redacted]’s service center at the number listed on the email confirmation

as [redacted] is the service provider for this reservation. Thank you.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: I booked a round trip international flight on January 20 on Kayak.com website. On Aprial 3rd, two and a half months later, I received an email from [redacted], the customer support for Kayak, saying that my ticket "should have not been issued" and need to be canceled and offered me a full refund. I emailed back right away asking for other options but no response. I called the second day. Their representative said they would contact the airline ([redacted]) and try to restore my ticket. On April 9, I received the second email informing me that the airline cannot do anything. I called [redacted] again. This time, I was told that this same mistake has caused troubles to many travelers and this issue had been brought to their top admin team. On April 15, I called again asking for results. The answer was the same, the trip need to be canceled. No other options. The refund process will take up to 60 days.I have arranged this trip long time ago and cannot change. The airline ticket is very time sensitive. The price for the same trip has gone up from under $1000 in January to over $1600 now. Eventually I booked it thru another website for $1656. Kayak.com shall take the responsibility for the mistakes it made, and compensate for the losses to their customers.Desired Settlement: Kayak.com shall refund the money it took immediately, and compensate their customers for the mistakes it made.

Business

Response:

KAYAK is in

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

reservation. The email confirmation for this reservation was sent

directly from [redacted] reached out directly to the Traveler to

advise the Traveler of an issue and to work with the Traveler. It

will be [redacted]'s policies that apply when processing a refund for

this reservation. For further assistance or questions pertaining to

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

on the email confirmation.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I don't know (do I have to know?) the relationship between Kayak and [redacted]. I booked my trip on Kayak.com website. Kayak messed up and caused me to spend over $600 more to get the same trip through another airline, and it still holds my money. I urge Kayak to refund the custmer paid money back to its custmers immediately, and take the responsibility to compensate for its custmer's loss.

Sincerely,

Business

Response:

Upon selecting to

book via KAYAK's booking option it was stated that the booking was

being completed on [redacted] via KAYAK. Also upon selecting agree and

book the Traveler agreed to [redacted]'s policies. For further assistance

with the refund the Traveler will need to contact [redacted]'s service

center at the number listed on the email confirmation that was

received from [redacted]. Thank you.

Review: I had booked a hotel with them but quickly realized I would not be staying in that town and called for a cancellation. I was quite abruptly told that I could cancel but that there would be no refund for the nights stay and there was no other option and that charges for the one night would occur regardless and that there was not any other options. I was never notified of this policy when making the reservation from a mobile device and it seems like a bad policy to charge customers for services not provided. I called the hotel the reservation was at and told that they don't have such a policy and that I would have been refundable had I booked with them, but that I would need to call Kayak for a refund. It seems wrong if the hotel will refund a cancelation that the third party cannot accommodate. I can understand a cancelation fee as acceptable but charging for a nights stay when that is all the reservation is for when there is still plenty of time for the hotel to open the availability and fill the rooms is poor practice.Desired Settlement: I would like to see policies changed so that short stay refunds/cancellations are not equal to or greater then the original charge.

Business

Response:

KAYAK is in receipt of this complaint. The reservation Confirmation

Number: [redacted] was completed on [redacted] and priceline.com is

the service provider for this reservation.

The traveler selected to book a non-refundable hotel reservation. Prior to completing the reservation the

cancellation policy for the reservation was stated. For further assistance with this past

reservation the traveler will need to contact priceline.com’s service center at

the number listed on the booking receipt.

Thank you.

Review: The airline canceled my flight. Someone from Kayak-[redacted] called me on the 4th of July(thank you for screwing up my Holiday) to inform me of this. The guy has a very heavy Indian accent which I barely could understand and to top it off the phone line was full statistic. So they are giving me a refund for my ticket that will take TWO or THREE BILLING CYCLES TO CREDIT ME. And my girlfriends ticket, which is traveling with me and I also bought her ticket, they have to get the airlines approval to give me the credit. Does this make sense? So while they figure out what they're doing they are going to be holding $2200 of mine for 6 months, I paid my tickets three months ago and they're giving me a refund in three months maybe.Desired Settlement: Refund my money immediately!!!

Business

Response:

KAYAK

is in receipt of this complaint. The reservations were completed on

[redacted] via KAYAK's booking option. It will be [redacted]'s refund

policies that apply. Refund may take 2-3 billing cycles to be

refunded. As [redacted] is the service provider for these reservations

please contact [redacted]'s service center for an update on the status of

your refunds. Thank you

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Kayak is just passing the buck. It is not tacking any responsibility for something that was sold on its website. Kayak could and should do more to resolve the issue;, such as contacting [redacted] to pressure them to fix the problem or stop doing business with a company with such bad rep as [redacted] all together.

Now I know it is [redacted]'s policy to take two or three business cycles to refund the money, but because it is their policy doesn't make it right or better. I will still be short $2200 for six months, since mid April (four months ago) when I paid on the KAYAK website until two or three months from now, when ever [redacted] decides to give me part of my money back, because they already told me they were going to keep their commission although it was them who canceled.

Business

Response:

[redacted]'s operation

center has reviewed these reservations. The refund will be processed

by [redacted] once the airline provides [redacted] with the refund. The

Traveler should receive the refund within 1-2 weeks. For further

assistance the Traveler will need to contact [redacted]'s service center.

Thank you.

Review: Map on Kayak mobile app showed hotel in wrong spot. Customer service did not forward problem up the chain.

When using the map option (on the android app) to pick a hotel, beware. It may show you a hotel that is far from where you want one. Kayak took days to call me back and told me to deal with Travelocity. Travelocity told me (the night of the problem) that it is my fault for not checking the address when booking the reservation. So after all long phone calls, I was stuck in a hotel I didn't want, far from the place I was trying to visit, and the technical problem is not being resolved. Luckily I was able to recreate the problem so you know I speak the truth. Linked is the video. (I know that it could seem obvious that the address is not near there, but I am from the west coast and did not think that the map was inaccurate.) https://www.YouTube.com/watch?v=49a0Hxh9ASM&feature=YouTube_gdata_player

My largest problem is that not only was I not offered any discount (or even apology) for this error, I was blamed for the error and the technical problem was never forwarded up to people who could actual fix it.

I wasted a lot of time, both having to stay at a hotel the was a long car ride from where I wanted to visit, and being on the phone try to get the problem resolved. (Which it never was.)Desired Settlement: I think a good business would refund my money for that night and offer me a discount for my hassle.

However, I don't believe that will happen.

It would be nice to know that someone that is not in the call center will actually become aware of the issue. Hopefully the root cause can be fixed and others won't have to deal with the ordeal I went through.

Business

Response:

Business Response /* (1000, 5, 2013/07/24) */

This complaint was forwarded to Travelocity's operation center on May 28th who is the service provider for this reservation Confirmation Number: WCTXXXXXXXXX. The user was shown the address of the hotel prior to completing the reservation. Travelocity's operation center reviewed this case and reached out directly to the guest on May 28th. A refund for the second night was credited to the guest credit card and this was also informed to the guest over the phone. Refunds can take 5-7 business days or 1 billing cycle depending on the financial institution to post to the account. For further questions please contact Travelocity's service center.

Thank you

Consumer Response /* (3000, 7, 2013/08/02) */

(The consumer indicated he/she DID NOT ACCEPT the response from the business.)

Once again, if I have to double check the address in another map after selecting the hotel with your map, you shouldn't offer a map on your product. If your map requires the customer to copy the address, then use a different map to verify that your product works, your product needs refining.

I filed this complaint thinking that the company may attempt to actually fix the problem. Instead they are just passing the blame... Again. This communication breakdown between customer service and the people that actually create the products will be the end to many businesses.

Just as a note: I was "refunded" for the second night, before check-in time, not the first. Kayak was refunded by the hotel. I found, and paid for, a different hotel on the second night. And the hours of phone battles that I had to go through were not worth it.

I have not been offered any settlement, but I cannot waste anymore time over this. At this point I will have to be content with knowing that they are on record here. You may close this case.

Business Response /* (4000, 9, 2013/08/12) */

To help clarify the map is a tool to help users plan their travel. This reservation was processed by Travelocity using KAYAK's booking option and the user was shown the address and location prior to completing the reservation. The customer's inquiry has been shared with Travelocity's service center for further review. Travelocity processed a refund for the second night of the reservation. For further questions or assistance please contact Travelocity's service center.

Thank you.

Review: I was suppose to travel on may 31 with royal air marroc,but I miss the flight. The couldn't make changes on the reservation. I call kayak.com, they told VAYAMA handle their customer services. I contacted vayama they told me that it was going to take at lease 48 business hours to change the reservation. after they told me it was going to be a $680 fee to put on an other flight, and I told them yes. they told they was going to send me a confirmation email. I waited till the day I was suppose to flight still no confirmation email. I call them they told that the only option for my reservation is to get a refund. this is what they send me. Dear [redacted], Vayama Trip Id: RUX8NS Traveler Name: [redacted] / [redacted] XXX-XXXXXXXXXX This is to confirm your request to process the refund of your Electronic Ticket(s) purchased through Vayama.com. Your request has been sent to our Refunds Department. As a reminder, the Refund Fee charged by the airline for this service is $200.00 per person, which will be deducted from the value of the ticket. In addition, there will be a $100.00 per person Vayama processing fee that will be listed as a separate charge on your credit card. (** As a reminder, we are unable to deduct Vayama Service Fee of USD $100.00 from passenger's ticket, so we will charge it separately **) You will receive a follow-up email from our Refunds Department once your request has been processed and sent to the airline. Thank you for choosing Vayama. Sincerely, Vayama Customer [redacted] charge me $100 up front to get this refund.

Desired Settlement: DesiredSettlementID: Refund

this is the other email they send me.Dear [redacted], We have initiated your refund request and sent to the airline for final processing. The refund will be credited back to the credit card used for the original purchase. Please be aware the credit can take up to two billing cycles (60 days) to appear on your credit card statement. The refund penalty charged by the airline will be deducted from the total fare paid. If the Vayama processing fees for this service has not already appeared on your credit card statement it will be deducted from the total fare paid as well. If your reservation included Trip Insurance, please call XXX-XXX-XXXX for assistance with processing your insurance refund. Thank you for using Vayama and we look forward to servicing your future international travel needs. Sincerely, Vayama Refunds Department

Business

Response:

Business Response /* (1000, 5, 2013/06/24) */

This complaint has been forwarded to Vayama who is the service provider for the reservation in question Vayama Trip Id: [redacted] Vayama's operation team has reviewed this complaint and found that the customer accepted the refund for this booking. Please direct all further inquires directly to Vayama's service center, the phone numbers are listed on the booking receipt.

Thank you

Consumer Response /* (3000, 7, 2013/06/25) */

(The consumer indicated he/she DID NOT ACCEPT the response from the business.)

because nothing is done since may 31th. about 6 or 7 times I called vayama there was always a different history from the reps.

Business Response /* (4000, 9, 2013/06/27) */

KAYAK had received this rebuttal and forwarded it to the service provider VAYAMA. VAYAMA's service center has verified that the customer accepted the refund with the associated fees on June 8, 2013 via e-mail (in writing). This was sent for processing on the 10th. The ticket status also shows refunded. That was completed June 23, 2013. It take 1-2 billing cycles to post. Please direct all further inquires directly to Vayama's service center, the phone numbers are listed on the booking receipt.

Thank you

Review: I booked a round trip flight from [redacted] to [redacted] on [redacted] through Kayak.com. I purchased 2 tickets for $1644.16. I received a confirmation email from kayak.com after my purchase. This morning I woke up and received a email stating that over night, [redacted] flight prices had increased to roughly $1200 a piece and that my new price for tickets was $2541.48. They did not honor our agreement. They have a loop hole that states that the "airfares and reservations are not guaranteed until all funds are collected, clarifications if any are resolved, fares are reconfirmed, and tickets are issued". Customer service agent named [redacted] stated that we were more than welcome to talk with her supervisor. Supervisor [redacted] told us that their system "had a glitch" last night and that [redacted] had increased their price and Kayak had not changed it on their website. He also told us that he would not honor the flight that we purchased. He said he would send an email stating that he would refund our money. We have yet to receive this email.Desired Settlement: Of course I want my refund, but more than that, I want Kayak.com to have to change their policies and honor the prices that they are advertising. If the company changes the price and Kayak.com does not change the price on their website, they should have to honor the price they are advertising. Any price difference they would have eat. They should not be selling anything that they don't know the true price.

Business

Response:

KAYAK is in receipt of this complaint. KAYAK was able to locate an attempted

reservation that matches the passenger name.

The reservation was attempted by [redacted] via KAYAK’s booking option. This reservation was canceled without

ticketing. Ticket prices are not

guaranteed until ticketed. [redacted] would

have notified the traveler if the price had changed during processing the

reservation. If the traveler does not

accept the price change the reservation will be canceled and you will not be

charged. For further assistance with

this attempted reservation the traveler would need to contact [redacted] service

center.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: I used Kayak to purchase two round trip tickets. They went with an another vendor who had bad practices. I purchased the ticket through KAYAK but got my receipt from [redacted]. The tickets I got turned out to not be eligible for frequent flyer miles. They were expensive and this information was not disclosed to me at the time of purchase. [redacted] has many bad complaints and I would not have used them Kayak can care less about the situation.

Please see the email correspondence below which I got after the purchase:

Dear [redacted],

Thank you for choosing [redacted] on KAYAK. Below is the E-ticket confirmation and receipt for your trip. Please review the following for accuracy:

Name of Traveler(s)

Flight Details

Price Summary

If you see any information that you feel is incorrect or that you have questions, please call our Customer Care Team at ###-###-#### or if calling from outside the US/CA dial ###-###-#### and one of our associates will be happy to assist you. Please have your Trip ID (shown above) available when contacting [redacted]. You do not need this document to check-in at the airport, we recommend that you print your itinerary for your own reference. It is not necessary to have the credit card used for this purchase at the time of check-in.

Airline Confirmation Code(s) and E-Ticket Number(s)

The following are the airline confirmation codes and airline phone numbers for your trip. You can use this information to select or change your seat assignments, and check-in online for your flights at the airlines website (if available).

Airline Confirmation Codes Phone Number

L[redacted] ###-###-####

Airline Ticket Numbers

[redacted] [redacted]Desired Settlement: I want to be refunded $276.00 for the cost of 10000 frequent miles which is what it costs to buy [redacted] Miles ([redacted] partner).

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. In the fare rules of this reservation it

states “When applicable you may

accrue miles subject to the airline rules and policies. [redacted] is

not responsible for mileage credits and Upgrades. Upgrades, if

allowed, are purely at the discretion of the airline. Check directly

with the airline for additional information.” The fare rules for

this reservation were available for review prior to completing the

reservation. For further assistance with this past reservation

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

email confirmation.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: after communicating with both [redacted] and Kayak, both companies wee negligent and deceptive. It is Kayak, however that directs their customers to [redacted] without the customer's consent. For a bad product, this can be problematic. [redacted] did not tell me my flight was ineligible for miles despite many communications by me giving my mileage number and being told by them that my flight was eligible.

Never in my life have I bought a ticket that was not redeemable for mileage credit. There was no prior indication whatsoever that my ticket was in a class that could not get miles, and information KAYAK sent in response to my Revdex.com complaint was not provided to me before purchasing the tickets. They just took my money and said [redacted] would be the ticket issuer. KAYAK and [redacted] should not sell tickets in this class without explicit disclosure that they are worth less. It is already known that [redacted] does stuff like this, based on [redacted] and the complaints that Revdex.com gets. So Kayak should allow customer choice when choosing a ticket, instead of going to the bottom of the barrel for their vendors. I had not used either company before this and am disgusted at the product and the customer service/

The other terrible thing here is that the tickets were not even cheap, which does not support the class they were assigned to. [redacted] explained to me that these web-based companies buy in bulk and arbitrarily assign a class. How corrupt can they get. I am concerned by reader the Revdex.com complaints about [redacted] and how there seems to have been no real action by Revdex.com in each case.

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.

Upon

selecting to book via KAYAK's booking option at the top of the screen

and on the right hand side of the screen it was stated that the

booking was being completed on [redacted] via KAYAK and that [redacted] will

be providing the customer service for this reservation. Upon

selecting KAYAK's booking option if the traveler did not want to

process the reservation via [redacted] the traveler would be able to go

back to the search results and select a different provider. Under

the first section Review Flight and Fare there was a link that said

See fare rules. By selecting that link the traveler would have been

able to review the fare rules for the reservation.

The

traveler agreed to [redacted]'s policies by clicking the book button.

For further assistance the traveler will need to contact [redacted]'s

service center. Thank you.

Review: I booked a trip in two flight segments through Travelocity for Kayak on 25 Feb 2013. Without notification, Travelocity for Kayak cancelled my first flight segment, leaving me stranded in a foreign country and unable to continue my journey to my next country. I was therefore unable to take the second flight segment. When I returned to the U.S., I immediately contacted customer service on 13 March 2013 and a manager confirmed that I was due a refund. I was told to email [redacted]@kayak.com as the next [redacted]to receive the refund. I emailed them on 15 March, referencing Trip ID XXXXXXXXXX ($249.50 USD refund due). Since that email, I have received NO email response. I have emailed again, and I have contacted the customer service number provided (XXX-XXX-XXXX). Each time the customer service person tells me there is nothing that they can do. They state that if I cannot get a response from the email address, then there is nothing I can do to get my refund except contest the charge with my credit card company.

Product_Or_Service: Airline ticket

Order_Number: Trip ID XXXXXXXXXX

Desired Settlement: DesiredSettlementID: Refund

I would like the refund that I was informed I was due, of $249.50 USD.

Business

Response:

Business Response /* (1000, 5, 2013/04/29) */

KAYAK is in receipt of this complaint and has forwarded to Travelocity Partner Services who is the service provider for the reservation in question (Travelocity Trip ID: XXXXXXXXXX). Travelocity's operations team is currently investigating this reservation and will address the customer once they complete the investigation. It was also stated that the reservation was processed through KAYAK via our partner Travelocity.

Consumer Response /* (3000, 7, 2013/04/30) */

(The consumer indicated he/she DID NOT ACCEPT the response from the business.)

I do not accept this response, because Travelocity with Kayak *IS* is the company that I contacted originally. They passed me over to Kayak and the [redacted]@kayak.com email - which, by the way, I have *never* received a response of any sort from, despite it being 1 1/2 months since I emailed them. No one contacted me to tell me whether my claim was in work. Finally after a month of not hearing anything, which is an inexcusable length of time, I was forced to call the number provided on the [redacted]@support.com email. When I called, I was told that I _could not do anything_ and I had to wait until they emailed me because there was no other number to call. Two weeks ago, they passed AGAIN to another department related to credit card processing. I had to get on the phone with the new department three times to date, which seems ridiculous to me. I have been told that someone is working on this, but quite frankly this is now going on over 6 weeks and they refuse to give me a written statement or record of any sort (so that I could seek reimbursement alternately through my CC company). This entire process seems designed to discourage consumers from seeking refunds, because as you can see, the only way they seem to respond if you call them and harass them to do something about it.

Business Response /* (4000, 9, 2013/05/02) */

Travelocity Partner Services have reviewed this reservation and has issued a refund. Travelocity has also reached out to the customer and informed her about the refund and the time frame in which the refund will be processed.