Kayak.com

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.