Kayak.com

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.

Review: I bought flight 7 tickets from [redacted] to[redacted]. Normally, after buying a ticket with a travel agency one receives an email. I received an email right away. (good on their part) If something goes wrong with the payment I would have 24 hours to fix the mistake. When I checked my email 7 1/2 hours after booking the ticket I see that they only have an 8 hour itinerary hold if payment didn't go through, which in my case was the problem. After seeing that the payment did not go through for some reason, I quickly called my credit card company to see what the problem was. After calling back before the 8 hours were over, I was told that truly I had 8 hours and 10 min. I therefore called back to pay for my tickets again. I was told that the itinerary would be fine and stay at the same price. I was then put on hold for 15 min and transferred to someone else. He had a horrible attitude and seemed as if he didn't even care to hep me. He then continued, with saying the price that they guaranteed was gone. I was confused and told him what had happened. He did not care to listen and started to raise his voice at me saying to call my credit card company and make them pay the difference. Not only should have received the tickets that I booked, but I should have been treated with more respect.Desired Settlement: I'd like to receive the same price that I bought the tickets for before they cancelled them.

Business

Response:

KAYAK

is in the receipt of this complaint. KAYAK has found two attempted

reservation that were attemepted by[redacted].com via KAYAK's booking

option. The reservation did not go through and the traveler would

have received a message letting the traveler know that “We

have submitted the booking but could not verify if it succeeded.

Please check your email for a confirmation of this booking. If you do

not receive a confirmation email please call[redacted].com before

booking again.” This message also gave[redacted].com's service

center phone number. Prices are not guaranteed until a reservation

is ticketed. It is possible that the price could have change from

the time the traveler attempted the

Consumer

Response:

Review:[redacted]

I am rejecting this response because: I was guaranteed it, and a KAYAK rep told me that I would be able to receive that price because I was ordering within the hours, when in reality, I was not.

Sincerely,

Business

Response:

This

complaint has been shared with[redacted].com's operation center for

further review.[redacted].com has found that the cardholder's account

was blocked and there was a notification sent letting the cardholder

know that both bookings were canceled due to a payment problem. The

last email was sent to the email address on December 24th

2014 at 3:55 pm stating that both reservations were canceled due to

a payment issue. When the traveler called[redacted].com she was

informed the same information. For further assistance the Traveler

will need to contact[redacted].com's service center. Thank you.

Consumer

Response:

Review:[redacted]

I am rejecting this response because:The reservation was never cancelled. Kayak hould be able to contact the business they are partnering with when they made a mistake. I was informed that it was not cancelled, I was then told it was. Kayak did the cancelling, not I.

Sincerely,

Repeatedly quoting me one price for a round trip flight to France. And when I try to book, it says sorry, the price is now double he quoted price. This is happening for the exact same flight, after searching again and again, throughout the past 36 hours, as well as other flights.

Review: I had scheduled a flight through Kayak from the 18th of June until the 24th. I changed it through kayak thinking that they would contact [redacted] and inform them of the change. However, that did not happen. I showed up to the airport on the 21st and was told that there wasn't a flight changeDesired Settlement: A refund of $230.20

Business

Response:

KAYAK is in receipt of this complaint. 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. The traveler

made a reservation directly with [redacted] and forwarded her itinerary to KAYAK’s

free travel planner called My Trips. Changing

the dates in My Trips does not change the reservation itself. The traveler would have needed to contact

[redacted] to change the reservation as [redacted] is the service provider. For further assistance with this past

reservation the traveler will need to contact [redacted]. Thank you.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:There was no statement stating that changing the flight dates on the app would not affect the flight itself

Sincerely,

Review: I booked a hotel room at Kayak.com for an amazing rate to Paris, France. In good faith I paid and received a confirmation email from Kayak confirming my reservation. Two days later, I received an email confirming the cancellation of my reservation to a hotel in Alabama as well as an email from kayak advising there was an anomaly in their system which resulted in the incorrect hotel name displayed in my booking and apologizing for the inconvenience. I called Kayak as I had a confirmation of my hotel stay with the correct dates, hotel name and rate. I requested my reservation be honored as I had already paid. However, because they cancelled my reservation, they automatically refunded the money I had already paid. I Did not request to cancel my reservation nor did I request to have my money refunded. I called their customer service department 3 times. Every time, they refused to honor my reservation, as there are no hotels in Paris for the rate I paid and the hotel I booked is now unavailable. I requested to be placed in a hotel of similar like and quality in the area I reserved. I was refused on both occasions.Desired Settlement: I did not want to have my money refunded. I want for Kayak.com to honor the original reservation for the terms I had paid and received confirmation of. In the case, the original hotel is unavailable, I would like for them to honor the same rate I paid for a hotel of similar like and quality in the same area in Paris, France.

Business

Response:

The

hotel reservation referenced was voided due to a data anomaly . The

website Terms & Conditions of Use call out potential data issues.

Nevertheless this traveler has been reached out to and provided a

courtesy gesture for the inconvenience encountered. The traveler

responded they were satisfied with the gesture.

Thank you.

Review: I believe Kayak.com is conspiring with airlines or solo to get customers to purchase airline tickets that are most expensive and should be investigated for corrupt practices. I went to the kayak.com website a week ago to search for flights to a specific location. The site has a confidence meter on the left hand side of the screen. This confidence meter indicates whether the rates will go up or down within the next 7 days. On Friday, 7/12 and for the next 3 days, the site had a 70% confidence rating to wait and purchase tickets later as rates are likely to drop. I checked back daily, then today 7/16, the rating advice has changed from "wait" to "buy" and notes that prices are expected to go up. This business should remove this misleading rating advice system unless that they have statistical data justifying its accuracy or usefulness. Because of this misleading travel advice section and Kayak.com's questionable intent customers such as myself will pay $100 more for the ticket. I bet this is happening more than it is being reported.

Desired Settlement: DesiredSettlementID: No settlement requested - for

I think Kayak.com should cover/reimbusre me for the ticket difference between when I was going to purchase the ticket and signed up for their alerts (when the price dropped) and the final increased price I paid. Remove that "Price Trend" section unless they improve their trend predictions.

Business

Response:

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

KAYAK is in receipt of this complaint and it has been reviewed. The Price Trend is a tool that uses a forecast based on an analysis of historical price changes and is not a guarantee of future results. An explanation of Price Trends & Tips Explanation is available by clicking the info button under the price trend chart. In this explanation it does state "When deciding whether to buy now or wait to see if the price will go down, our first recommendation is that if you see a good price on a route, book it. Our price trend forecasts provide an additional piece of information"

It is the users decision to purchase a flight that best suits their travel needs. KAYAK does not set prices, so it's not possible for us to guarantee what other companies are selling. KAYAK will not be reimbursing the user for this ticket.

Review: I attempted to purchase as air line ticket through the Kayak web sight. Their web sight reported that the purchase did not go through. I made repeated attempts, but their web sight continued to report that the purchase was not made. I called my credit card company to confirm that the was no purchase. I did not receive any confirmition of the purchase. As such, I made other arrangments. A fews weeks later, I received my credit card statment in the U.S. mail. I was billed for the ticket that I could no longer use, and the air lines refused to refund the money or give full value. The air line reported historically these typies of issue with the Kayak web sight.Desired Settlement: Refund the money or offer a ticket of equal value that can be used a time and date of my planning.

Business

Response:

KAYAK is in

receipt of this complaint. We were unable to find a reservation

processed using KAYAK's booking option that matches the Traveler's

name, email or phone number.

It appears the

traveler used KAYAK to search and selected a different online booking

provider to process the reservation through. Once you leave KAYAK's

site will we not have insight into the reservation or be able to

assist the traveler.

Please contact the

provider you completed the reservation through for assistance. If

the traveler is unsure who the provider is the traveler should check

the credit card details and contact that provider. Thank you.

Review: I purchased my flight from Kaya/Vayama on April 21, (there were credit card fraud issues, so the flight was technically purchased on May 3.) I paid $1,072.02 for an economy ticket from LAX to BKK, connecting in PEK. I initiated a request for an upgrade on the legs of my flight from LAX to PEK and returning PEK to LAX to business class. I was given several quotes for the upgrade and tried to straighten the situation out for 6 days. I called and or emailed Vayama each of those 6 days. I finally resolved the issue with an advisor and a supervisor, [redacted] on May 29. I stated that I wanted to keep the flight as originally booked with no changes.I arrived at LAX Monday June 3 at 10:30p to check in for my flight through Air China that was scheduled to leave at 1:40a on Tuesday June 4. When I checked in for the flight I was told by Air China that Kayak/Vayama had canceled my flight the previous week. I had no flight to Thailand. I immediately contacted the Kayak/Vayama customer service number and was initially told by the customer service agent that he would submit a problem with my flight and someone would contact me within 24 hours. I told him that would not work since my flight was supposed to leave in less than three hours. The agent told me that the flight was canceled by Kayak/Vayama since I never responded to emails, then he said Air China cancelled my flight, and then he said Kayak/Vayama canceled my flight. After an hour of waiting and conversation on the phone the agent told me that the flight was cancelled and there was nothing he could do but issue a refund for the flight minus a cancellation fee from Air China and Kayak/Vayama. Because Kayak/Vayama canceled my flight without my knowledge I had to purchase a last minute ticket from a different airline. This caused me to miss meetings and tours in Beijing on two different dates, miss meetings because of a later arrival in Bangkok, arrange new last minute travel in Bangkok, and I had to sit at LAX on the floor for 4 hours waiting to check in for my new flight.

Product_Or_Service: Airline ticket

Order_Number: RRPQLS

Account_Number: Confirmation RRPQLS

Desired Settlement: DesiredSettlementID: Refund

Since Kayak/Vayama canceled my flight without my knowledge, after I told them to keep the flight the same with no changes I think it is the only acceptable option for Kayak/Vayama to fully refund the cost of my flight with no cancelation fees. I also expect Vayama to reimburse me for the last minute flight I had to purchase at the airport so I could arrive in Bangkok on time. I also feel that since Kayak/Vayama messed up my travel plans in multiple cities, caused stress, made me sit at the airport on the floor for hours, and made me miss meetings that Kayak/Vayama should monetarily compensate me for the trouble or offer me a new flight on an airline of my choosing to Bangkok so I can finish business that was missed because of Kayak/Vayama's mistake.

Business

Response:

Business Response /* (1000, 5, 2013/06/27) */

KAYAK has received this complaint which has been forwarded to Vayama who is the service provider for the reservation in question Vayama Trip ID: RRPQLS. Vayama's operations team has reviewed this complaint and found that the issue is being addressed by the ticketing agency directly with the customer, and the expectation is for an agreeable and equitable solution to be achieved. Please direct all further inquires directly to Vayama's service center, the phone numbers are listed on the booking receipt.

Thank you

Review: Kayak.com is a very trusted name. They were bought by Priceline and have instituted changes. One is switching you in the middle of booking to [redacted]. , I found an airline price $158 from [redacted] to [redacted] in [redacted]. As soon as I went to book on Kayak.com it says "switching you over to [redacted]. (They must have a financial relationship trusting enough to move me to their site for booking.) I found the same price, put in my [redacted] info, then message, sold out, then pattern emmerged, price up to $167, I put in [redacted] info, then message sold out. new Price $199. Finally I called [redacted] and they assured me they would book for $199. Then VERE, the [redacted] woman, said something like price is now $349.88 and here is your confirmation # [redacted]. She changed the airline on me without my knowledge. Their site said FREE CANCELLATION if called within 4 hours. I called, they said sorry NO Cancellation on this ticket. AS of three hours later, I have no emailed receipt, they said they would give a $50 or credit. No evidence of that either. GUESS what, I went back to KAYAK.com, price is still listed as $158. not $349 etc. but on Air [redacted].Desired Settlement: I have read Revdex.com reviews of [redacted] which are horrible, I don't know if they actually booked me or not. I would really like the original fair of $158 for the service intended. A flight from [redacted] to [redacted] direct on Dec 19, and coming back on Dec 23 to [redacted]. Thank you. Also I want the charges removed that are inflated.

Business

Response:

KAYAK is in receipt of the complaint. KAYAK lets you easily search hundreds of travel sites at once. Once you find the booking option that you like, KAYAK gives you choices where to book. You can book with the airline, hotel, car rental company, an online travel agency or via KAYAK through one of our third-party providers. Once the traveler selected to book with [redacted] the traveler left KAYAK’s site and received a message that stated “KAYAK is sending you to book on [redacted]”. Once the traveler left KAYAK’s site we will have no insight into the reservation. KAYAK has reached out to [redacted] on behalf of the traveler. [redacted] has reviewed the reservation and contacted the traveler. For further assistance with the reservation the traveler will need to continue to work with [redacted]. Thank you.