Kayak.com

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

Business

Response:

KAYAK is in

receipt of this complaint. This reservation was completed on

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

service provider for this reservation. For further assistance with

this past reservation the Traveler will need to contact

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

confirmation. Thank you.

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

Business

Response:

KAYAK

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

booking option. As Travelocity Partner Network is the service

provider for this reservation it will be Travelocity Partner

Network's policies that apply.

Prior

to completing this reservation the Traveler was able to view the

cancellation policy and upon selecting Agree and Book the Traveler

agreed to the cancellation policy. This reservation was a

non-refundable reservation and the cancellation policy stated “If

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

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

refunds for unused nights, including those resulting from delayed

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

For further assistance with this

reservation the Traveler will need to contact Travelocity Partner

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

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

Business

Response:

KAYAK

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

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

this reservation the Traveler would have received an error message

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

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

reservation was not processed.

The

Traveler does not have a confirmed reservation. For further

assistance with this attempted reservation the Traveler will need to contact

[redacted]'s service center. Thank you.

Consumer

Response:

Review: [redacted]

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

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

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

Business

Response:

KAYAK

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

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

booking option. The reservation confirmation number [redacted]

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

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

reservation are non-refundable reservation and prior to completing

the reservation the Traveler was shown the cancellation policy and

when selecting Agree and Book the Traveler accepted the cancellation

policy.

The

cancellation policy for the reservation confirmation number

[redacted] stated “ Each

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

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

refund for no-shows or early checkouts.”

The

cancellation policy for the reservation confirmation number

[redacted] stated “If

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

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

refunds for unused nights, including those resulting from delayed

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

For

further assistance with these reservation the Traveler will need to

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

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

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

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

Sincerely,

Business

Response:

Prior

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

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

Traveler agreed to the cancellation policy of both reservation prior

to completing each reservation. These cancellation policeies stated

“ Each

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

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

refund for no-shows or early checkouts.” and

“If

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

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

refunds for unused nights, including those resulting from delayed

check-in or early

check-out, will be given.”.

For further assistance with these reservations the Traveler will need

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

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

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because:

Sincerely,

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

Business

Response:

KAYAK

is in receipt of this complaint. This hotel reservation confirmation

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

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

reservation and prior to completing

the reservation the traveler was shown the cancellation policy and

agreed to the cancellation policy. The cancellation policy does

state “Each

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

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

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

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

phone number listed on the email confirmation. Thank you.

Consumer

Response:

Review: [redacted]

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

Sincerely,

Business

Response:

This

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

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

cancellation policy that was agreed to prior to completing the

reservation stated “Each

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

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

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

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

center. Thank you.

Consumer

Response:

Review: [redacted]

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

Sincerely,

Business

Response:

[redacted]

is the service provider for this reservation. Prior to completing

the reservation the traveler agreed to the cancellation policy set

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

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

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

checkouts.” For further questions or assistance with this

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

center. Thank you.

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

Product_Or_Service: Flight

Account_Number: XXXXXXXXXX

Desired Settlement: DesiredSettlementID: Refund

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

Business

Response:

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

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

Thank you.

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

Business

Response:

KAYAK

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

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

the service provider for this reservation. [redacted] operation

center has found that the customer called on October 1st

and spoke to customer

service agent advising that they were double billed. The agent

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

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

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

by the agent.

The

customer then called customer service again on October 9th

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

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

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

provided for payment was being declined. The agent immediately had

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

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

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

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

processing.

[redacted]

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

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

contact [redacted] service center.

For

further questions or assistance please contact [redacted] service

center. Thank you.

Consumer

Response:

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

Sincerely,

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

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

Business

Response:

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

Business

Response:

KAYAK

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

apply when changing or canceling a reservation. This reservation was

canceled on August 5th.

For further assistance with this canceled reservation please contact

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

confirmation. Thank you.

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

Desired Settlement: DesiredSettlementID: Other (requires explanation)

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

Business

Response:

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

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

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

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

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

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

Thank you,

Review: Kayak.com listed several flights. I booked my flight and sent my friend the link to buy the same flight. She immediately tried to book the same flight. She was unable to do so. When I repeated the same search to help her, several more flights at a cheaper flight were listed after I had booked my longer, more expensive flight. She was able to book a non stop flight for much cheaper and I was stuck with my longer, more expensive flight. This seems very misleading on the part of Kayak.com and it a very shady business practice.Desired Settlement: I would like my flight fully refunded.

Business

Response:

KAYAK is in receipt of this complaint. As KAYAK is a US company, KAYAK is prohibited from displaying fares of certain carries as governed by the US Treasury Office of Foreign Asset Controls. Thank you.

Business

Response:

KAYAK is in receipt of this complaint. As KAYAK is a US company, KAYAK is prohibited from displaying fares of certain carries as governed by the US Treasury Office of Foreign Asset Controls. Thank you.

Consumer

Response:

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

Sincerely,

Consumer

Response:

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

Sincerely,

Review: I booked a hotel stay with KAYAK for the [redacted] in[redacted]. This property was taken over by another investment company and is no longer a [redacted] property. I paid for [redacted]--their name and their reputation. I have never even heard of the name of the new owners and they certainly do not have the reputation of [redacted]. KAYAK was extremely rude to me on the phone, told me it was all the same people there (not true as [redacted] management is gone) and refuses to refund my money. They are still advertising and booking this property under the name of [redacted] even today on the site. The property changed hands back in January. When I called they claimed they knew nothing about it even though the hotel told me everyone was informed in January. I was never contacted or informed by KAYAK or the new owners. This is totally deceptive.Desired Settlement: I want a refund or some credit toward my stay. I am paying a premium price because of the [redacted] name--that is what I bought. They should not be able to "bait and switch" like that.

Business

Response:

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

via KAYAK’s booking option. This report

was shared with KAYAK’s hotel data team and the information was updated. [redacted] is the service provider for this

reservation. For further assistance with

this reservation and the name change of the hotel please contact [redacted]

service center at the number listed on your email confirmation.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: it is a cop out. Kayak is the company that I went to and they should take responsibility to ensure who they list and automatically send me to on their site is credible. Consumers are not aware they are booking through other companies.

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. The service provider for your reservation is [redacted]. Upon selecting to book using KAYAK's booking option it was stated that the reservation was being completed on [redacted] via KAYAK's booking option and that [redacted] would provide the customer service fo rhtis reservation. For further assistance please contact [redacted]'s service center. Thank you.

Review: I bought 4 tickets Tampa/Rome round trip (leaving on July 31st 2014 and going back on August 19th) and 4 tickets Rome/Palermo round trip (leaving on August 1st and going back on August 19th). All using www.kayak.com. First 4 tickets "went" (you have different options when you buy tickets through this website) purchased with Kayak, the second 4 tickets "went" purchased straight with the Airline (Iberia). All tickets were purchased on May 16th 2014 on...Kayak.com!On May 25th I get an email from Kayak...call because one of the flights has been cancelled..OK. The nightmare has started since..and has NOT been resolved!! Phone calls never returned, supervisors disappearing after 1 follow up call, lie after lie after lie. They said that a connecting flight from Miami to Tampa has been cancelled...flight 7097 operated by American Airlines leaving Miami at 9:50 pm getting in Tampa at 10:45 pm. If you check their website...they are still selling the same flight (as available) up to today's date June 1st 2014. FALSE ADVERTISING!!!The only offer made by them was to change to an earlier flight from Rome to Tampa...and I would loose the money for my connection Palermo to Rome or I have to fly the night before to Rome and pay even the hotel!!!Nobody is solving my problem...no supervisor is getting back to me! I sent them 3 emails, in 1 I said that I would report them to the Revdex.com...nobody cared, so this why I'm reporting them.Desired Settlement: The only thing I'm asking is to have the cancelled flight to be replaced with one of the Hundreds of flights that are available from Miami to Tampa at the same time range provided on my original purchase. So I wouldn't have to loose any money.The only problem...they don't want to pay for their mistake!!! They are telling me that the Airline is not paying for it! I didn't pay the Airline...I paid Kayak!!! And in AMERICAN DOLLARS!

Business

Response:

KAYAK

is in receipt of this complaint. KAYAK has shared this with

[redacted] operation center as they are the service provider for

the canceled reservation. For further assistance with this

reservation the Traveler will need to continue to work with

[redacted]. Thank you.

Review: The Kayak site did not show airfare rules in the terms and conditions section (section 5). Kayak Terms and conditions section included a change and cancellation policy, but it turns out the ticket was non-refundable international flight costing $500. Neither [redacted] nor airline would would allow a change in the date of travel. Nobody has taken taken responsibility to satisfy the customer. Airline sold fare with unreasonalbe conditions that were not clearly advertised to customer on Kayak site. The actual real airfare terms were hidden outside of the terms and conditions section inside of a link jumbled up with the price and schedule.Desired Settlement: I would like to change my ticket to return June 6. I spent 5 hours on the phone with customer service and offered to pay fare difference, upgrade fare and pay a penaltiy; in addition to an offer to purchase additional airfares. [redacted] and airline response was unreasonable. Nobody has taken taken responsibility to satisfy the customer.

Business

Response:

Flight

reservation referencing [redacted] Trip ID [redacted] was booked on

[redacted] via KAYAK’s website. [redacted] provides the

servicing of the reservation.

The

fare rules were provided to the traveler during the online booking

process via a link titled “fare rules”. The specific fare rules

for this booking noted the ticket was non refundable and changes were

not permitted.

Please

note, during the online booking process the traveler was required to

check an agreement box before the order could be submitted to

[redacted] for processing, the agreement stated “I agree to the

airline's fare rules and KAYAK's

Terms and Conditions and Privacy

Policy. Priceline's

Terms and Conditions also apply.”

For

further assistance the traveler will need to reach out to

[redacted]’s service center, contact information is provided via

the confirmation emails received.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: there in lies my complaint - a PDF PowerPoint was provided that showed that kayak presented airfare terms outside of the terms and conditions section on their sales page. Their presentation of terms and conditions caused me to miss the airfare terms and conditions And is the whole reason for my complaint. Kayak terms and conditions were mis-leading and a misrepresentation of facts. Kayak provides an inferior product and clearly inferior service. Kayak's refusal to involve itself to reach a resolution is discouraging. I will not agree to kayaks response or close until more effort is made by kayak.

Sincerely,

Business

Response:

As

the Traveler checked the required agreement box prior to completing

the reservation that stated “ I

agree to the airline's fare rules and KAYAK's

Terms and Conditions and Privacy

Policy. Priceline's

Terms and Conditions also

apply” there is nothing further KAYAK can assist this Traveler

with.

For

further assistance the Traveler will need to reach

out to [redacted].com’s service center, contact information is

provided via the confirmation emails received.

Review: I got to the [redacted] airport at 1 p.m. (2 hours before my flight) and was told that it had actually left at 9:30 a.m. and that there were no more flights flying out of [redacted] that day. The representative gave me a card stating that I should call [redacted]. They said that there was nothing that they could do about it and the fault lies with the company that I purchased the ticket through. After having no alternative to get home for work the following day I had to purchase a last minute one-way ticket from a different airport/airline for $478. The problem here is that I was not given enough warning that my departure time had changed significantly. I looked through my emails from Kayak and the most recent email subject lines were 'Flight #[redacted] on time', "24 hour check-in." Nothing about "Flight Departure Time Changed," which would have been extremely helpful in this situation. I had to drive 2 hours to get to a different airport and spend an unnecessary $478 to get home. I called Kayak only to find out that they have absolutely no one to help you on Sundays.

Product_Or_Service: Plane TicketDesired Settlement: DesiredSettlementID: Refund

Ideally I would like the $478 that I spent on the one-way ticket to be refunded to me. I understand that I bought it from a different website but I really shouldn't have had to buy that.

Business

Response:

KAYAK is in receipt of this complaint and has forwarded it to the service provider [redacted]'s service center has reviewed the reservation [redacted] has found that two emails were sent to the email address on file on April 21,2013 and June 2, 2013. The emails that were sent to the email address on file had a subject line that stated important contact required and the first sentence stated "Please contact us immediately". Based on [redacted]'s findings they are unable to provide compensation, as there was no error made on [redacted]'s part. For further questions or assistance please contact [redacted]'s service center.

Thank you.

Review: I booked a round trip flight on Vamaya, a Kayak subsidiary, in early April on [redacted] airlines. My return flight was scheduled for April 22nd. I cancelled that return flight on April 18th which is way more than the 24 hours required by [redacted] for a refund. [redacted] immediately cancelled the flight and sent me a cancellation notice. In that email the said the travel/booking agency (Vamaya/Kayak) would handle the refund. I notified Kayak of the cancellation and they refused to offer a refund and cited no reason whatsoever. [redacted] resold my ticket, which I know for a fact because my colleague was on that 4/22 return flight and reported that it was 100% full, so neither Kayak or [redacted] lost any money because of my cancellation. My Trip ID: [redacted]Desired Settlement: I would like a refund of half ($650.18) my initial purchase price of the trip ($1300.37).

Business

Response:

KAYAK

is in receipt of this complaint. This complaint has been shared with

Vayama's operation center for further review as Vayama is the service

provider for this reservation. Vayama's operation center has

reviewed this reservation and found that the Traveler used the

outbound portion of his ticket and then canceled the return.

Vayama's operation center has found that by the Traveler only using

half of his round trip ticket the Traveler failed to meet the

“roundtrip” requirements of the fare rules. This resulted in his

unused ticket having no value and there will be no refund.

Vayama's

operation center also check the lowest one way fare

offered by [redacted] from [redacted] then subtract the round

trip fare paid from the lowest oneway fare. In this case, it resulted

in a negative amount. Hence, no refund value on the unused portion.

For

further question with this reservation the Traveler will need to

contact Vayama's service center at the number listed on the email

confirmation. Thank you.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: Customer Service information was not delivered. Complaint on policies of hotel trying to check in. Delayed vacation start and stress and emotional trauma of not getting proper hotel to stay in.Promises and committments made but were not delivered.

Desired Settlement: DesiredSettlementID: No settlement requested - for

It would be great for a refund or some other accomodations made for future use. However, will not ever use this company again.

Business

Response:

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

This complaint has been forwarded to Hotels.com who is the service provider for the reservation in question confirmation number XXXXXXXXXXXX. Hotels.com's operation team has reviewed this complaint and verified that the guest was relocated to the Edgewater Beach and Golf Resort's sister property the Majestic Beach Resort which is only a half a mile from the original hotel. The Majestic Beach Resort is a 3 1/2 star property compared to the Edgewater Beach and Golf Resort, which is a 2 1/2 start property. The guest did have to pay a cleaning fee at the Majestic Beach Resort in the amount of $163.00 USD but this amount was refunded to the guest on 13 June, 2013. The credit should appear within 3-7 days on the credit card provided at the time of booking. For further inquiries on this reservation please contact the service provider Hotels.com the service center numbers are listed on the booking receipt.

Thank you

Review: Kayak file [redacted]. I booked a stay from July 12-15,2014 in a five stay hotel in [redacted] with Kayak. When checking in at the hotel I was informed that Kayak booked me into another hotel instead ([redacted], 4 star). I spent two hours on the phone with two Kayak agents who couldn't help to get me into the hotel I booked. My phone bill alone is probably around 100 USD for this two hours.When contacting Kayak customer service after my stay ([redacted], Executive office) I was informed that they would reimburse me for the inconvience of not getting the right hotel/spending so much time at the wrong reception desk with one free night. [redacted] however says that she can't reimburse me for the "downgrade" because according to her the four stay hotel [redacted] is more expensive than the five star hotel [redacted] Hotel. This is not correct at all!Desired Settlement: 40% refund for two nights for the four star hotel instead of the five star hotel booked (in addition to the one free night received for the major troubles), 386 USD paid/3 nights x 2 x 40%, additional compensation 103 USD

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.