Kayak.com

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.  If a traveler searches for airport only, KAYAK will only return results that service the airport.  The reservation was completed on [redacted] and it would be [redacted]'s modification policy that would apply.  For further assistance the traveler will need to work with the service provider.  Thank you.

Complaint: [redacted]
I am rejecting this response because: Since Kayak aaas the original site promoting the fares, and since the fares were ultimately inexistent they had to honor the reservations, even through a third party. I have never contacted [redacted] by my own will, was Kayak who used Kayak.com for promoting the false prices. Plus, it was Kayak who took the money for the reservation. I want Kayak take its responsibility of all the mess created in my plans. Plans, bound to my job and not to my leisure. Thank you, [redacted] 
 
Sincerely,
[redacted]

To the Revdex.com Complaint Department:   This is a follow-up correspondence to my complaint # [redacted] that I rejected Kayak's reply to my complaint. Please review all dates of each email  and the responses by each agency. I do believe that I'm completely right in my complaint to Revdex.com and that they are in complete error. So please relate all this back to Kayak. Also, my payment for this flight was paid to Kayak according to my credit card billing. Please contact me for any further info. Thank you.                                           ...⇄ [redacted]   Sent from my iPad Begin forwarded message: From: "[redacted] Customer Care"  <[redacted]>Date: June 20, 2015 at 3:39:49 PM CDTTo: [redacted]Subject: Need Information [Incident: [redacted]]Reply-To: "[redacted] Customer Care"  <[redacted]>



Response By Email (Alfred B) (06/20/2015 03:39 PM) June 20, 2015     Dear Mr. [redacted],   I hope this e-mail finds you well.   After reading your e-mail describing your disappointment in us, it's easy to understand why you would question our commitment to on the goodwill refund we have promised.   Currently the refund request has been escalated to the upper management team since the last encounter we've had.   Thus, the refund time is within 6-8 weeks from the date it was filed.   I made a follow up request to my manager and I am awaiting for their immediate response.   I'll get in touch once I got their correspondence.   Once again, please accept our apologies for any inconveniences you may have incurred. You are a valued customer, and we cannot erase what happened, but we hope you will give us the opportunity to regain your confidence. Kind regards, [redacted] Consumer Relations Officer [redacted]
[redacted]
[redacted] E-mail: [redacted] Phone (Inside the US and Canada): ###-###-#### or ###-###-#### Phone (Outside the US and Canada): [redacted] or ###-###-#### Customer By CSS Email ([redacted]) (06/19/2015 01:37 PM) KAYAK Customer Care-   In the latest letter sent to me from KAYAK, the good will offering has yet to be done for me. Since your agreement was done on April 16, 2015, it has been 9 weeks and a day, and still no refund issued. I called management at [redacted] Bank and they investigated my credit card account. They stated that if it was given today, June 19, 2015, it would be shown on my account immediately if the issue was reversed and [redacted] didn't post it as of yet.   This whole situation of this mess is now over a year old, because this happened in early June, 2014. Please be so kind as to look into this matter and let me know why the lengthy time in completing your 'Goodwill".   [redacted] Sent from my iPad On Apr 16, 2015, at 3:36 PM, KAYAK Customer Care <[redacted]> wrote: Response By Email (Alfred B) (06/05/2015 05:57 PM) June 05, 2015     Dear [redacted],   Good day!   I hope this e-mail finds you well.   I understand where you're coming from with regard to the refund process and we appreciate for your continued patience.   The time frame takes 6-8 weeks for us to completely process the goodwill refund.   We apologize for the delay.     Sincerely, [redacted] Customer Relations Officer [redacted] Email: [redacted] Phone (Inside the US and Canada): ###-###-#### Phone (Outside the US and Canada): ###-###-#### Customer By CSS Email ([redacted]) (06/04/2015 09:02 AM) [redacted]   If this is done in good will, why then do I have to wait so long for the payment to be put into my credit card? I just called the credit card bank and there's still no refund. Do I really have to wait for the payment to be deposited next week Wednesday (8 full weeks). Concerned about this. Thank you.   [redacted] Sent from my iPad On Apr 16, 2015, at 3:36 PM, KAYAK Customer Care <[redacted]> wrote: Response By Email (Alfred B) (04/16/2015 03:36 PM) April 16, 2015 LETTER OF REFUND (GOODWILL) Kayak Trip ID: [redacted] Airline Name: [redacted] Airline Departure Date: June 09, 2014 Return Date: June 20, 2014 Ticket Numbers: [redacted], [redacted], [redacted] Dear [redacted], Good Day! This letter intends to inform you that a refund has been processed by Kayak via [redacted]. After reading your e-mail and our telephone conversation describing your disappointment in us, it's easy to understand why you would question our commitment to quality. It is clear we let you down and we sincerely apologize for how your concern was handled by our customer representative. Having said that, we are still committed to exercise an excellent world-class customer service to all of our valued customers just like you. We have submitted a refund request in the amount of $378.00 on April 16, 2015. Please allow up to 7 to 10 business days for the credit to process to the original form of payment. It may take up to the maximum of 30 business days depending on the credit card provider. Normally, for all refunds being filed on all flight bookings, we process it within six (6) to eight (8) weeks. This amount will be reversed back to the same credit card account you've used. Please be assured you are a valued customer and we appreciate your business. We look forward to future opportunities to serve you. Once again, we apologize for the inconvenience you may have encountered on this reservation. If you have any questions, please don't hesitate to contact us at ###-###-####. Sincerely, [redacted] Customer Relations Officer Kayak Reservation Center [redacted] Email: [redacted] Phone (Inside the US and Canada): ###-###-#### Phone (Outside the US and Canada): ###-###-#### Response By Email (Beatsy C) (04/09/2015 10:21 AM) Hi [redacted], Greetings! We apologize for the inconvenience. I am trying to contact you in regards to your concern, about the refund that you are asking us on your [redacted] Airlines flight that you missed. I have tried calling you however you are not answering the call. I order for us to resolve the issue we need to have the flight details you have with [redacted] Airlines. Please provide either of the 2 (ticket number or record locator), or name of the passengers, flight number, travel date and time, and origin and destination. We need to have it as soon as possible. Kindly, response immediately. Thank you for giving us an opportunity to assist you. Sincerely, Beatsy Cielo C. Customer Relations Officer Kayak Reservation Center [redacted] Email: [redacted] Phone (Inside the US and Canada): ###-###-#### Phone (Outside the US and Canada): ###-###-#### 7:00am-9:45pm CT (Mon- Fri)/8:00am- 4:45pm CT (Sat/Sun)
Question Reference # [redacted] Need Information
· Date Created: 04/09/2015 10:21 AM



[---001:005106:39331---]

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]. [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.

Complaint: [redacted]
I am rejecting this response because:  this does not address my complaint, rather Kayak is pointing the finger and not taking responsibility.  I went to Kayak.com to book a ticket, then received an email confirmation, and later found out it was not purchased.  Because of this, as explained in my previous response, I'm out $400.  I expect Kayak to take some responsibility and not try to pass the buck.  Or at the very least, work with their partners to find a solution.
Sincerely,
[redacted]

KAYAK has reviewed
both emails that were sent on May 16th and on on May 18th
saying the reservation was unsuccessful. Both emails were sent from
[redacted] as they are the service provider for this reservation.
For further assistance the Traveler will need to contact
[redacted]'s service center at the number on the email received from
[redacted].

Complaint: [redacted]
I am rejecting this response because:
Hi [redacted]
My name is [redacted] and my complaint # is [redacted] I just wanted to update youon my complaint. I have not received any reimbursement of $1638.98 to this date. I have emailed them three times and supplied three times my receipts for the newbooking and a copy of my credit card statement showing the new booking!When agreeing to the resolution, I stated I would close the complaint when I received the payment, Not because they said so !
Can you pleasefind out why they are not complying to the agreed resolution. below was my response to the original resolution
 
Thank You
 
[redacted]
Below was my response to the original resolution:
response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. I have submitted my receipts for the new booking which is$1,638.98. When I receive the payment for the difference is when I will close out the complaint at that time.
 
 
[redacted]
[redacted]
[redacted]
Dear [redacted] :
This message is in regard to your complaint submitted on 6/17/2014 11:36:12 AM against Kayak.com. Your complaint was assigned ID [redacted].
Revdex.com has received a message from the business regarding your complaint. Please review this information below and provide Revdex.com with a written rebuttal. All responses with be copied to the business for their review.
Please provide your response within 7 days so as to avoid closure of the complaint as assumed resolved.
Sincerely,
[redacted]
Sr. Consultant/Inquiry SpecialistMESSAGE FROM BUSINESS:
KAYAK has shared this complaint with [redacted] Partner Network's operation center as they are the service provider for this reservation. [redacted] Partner Network's operation center has review this reservation and found that it was identified that this was a crosswire issue. The customer had spoken with several agents and supervisors regarding this reservation. The hotel was contacted and they inquired if the reservation could be changed to the correct hotel, however the hotel had denied that request. The end result which was communicated to the customer was that the original reservation could be canceled and he could rebook a new reservation with the correct hotel. As per the documentation, the customer agreed to this and his original reservation was canceled. After booking the new reservation, if the customer provides receipts for the new reservation to WCT that they will submit for a check to be issued for the reimbursement of the difference of the rates between the original reservation and the new reservation. For further assistance the traveler will need to contact [redacted] Partner Network. Thank you.


Sincerely,
[redacted]

KAYAK
has shared this compliant with [redacted]'s operation center for
further review. [redacted] attempted to contact the Traveler by
phone and has also sent the Traveler an email with an update of their
review. For further assistance please contact [redacted]'s service
center. Thank you.

KAYAK is in receipt of this complaint.  The reservation [redacted] was processed by [redacted].  The traveler used KAYAK to search for the hotel and completed the reservation with [redacted]  The traveler will need to contact [redacted] service center at the number listed on the email...

confirmation.  Thank you.

KAYAK is a travel tool that allows users search for travel, users are provided numerous travel options and choices on where to complete a booking.KAYAK is not an online booking provider, we do not set rates or sell the travel service. Instead these actions would be executed by the online booking...

provider.The referenced rental car reservation was completed on [redacted] via KAYAK’s website.  Throughout the online booking form information was displayed noting “Reservation completed on [redacted]” and “[redacted] will provide the customer service for this booking”. The reservation would be subject to the terms and conditions and policies set forth by [redacted] and specific information regarding reservation guarantee and policies would be determined by [redacted].  Since KAYAK is not the online booking or service provider we will not have access to the reservation system thus we are unable to assist with the referenced service issue. Instead the customer would need contact [redacted] in order to determine what, if any, accommodation is available due to  the inventory availability issue.Regarding rental car damage protection - an option to purchase rental car damage protection from [redacted] was presented during the online booking, this option was selected.  The said policy was sold by [redacted]. An email confirmation including policy information would have been forwarded by [redacted]. All service inquiries would be directed to [redacted] (contact information listed on the booking confirmation details).Thank you.

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.

KAYAK
is in receipt of this complaint.
background-size: initial; background-origin: initial; background-clip: initial; background-position: initial; background-repeat: initial;">KAYAK
lets you easily compare hundreds of travel sites at once. Once you
find the booking option that you like, KAYAK gives you choices where
to book. You can book with the hotel, an online travel agency or
via KAYAK through one of our third-party providers.
In this sense, KAYAK is a search engine and we don't guarantee prices
we find. At
KAYAK we don’t set prices, so it’s not possible for us to
guarantee what other companies are selling.
Prices
on airline seats, hotel rooms and car rentals can change frequently.
Several people may also be trying to buy the same travel option
simultaneously. As a result, you may find on occasion that certain
prices are no longer available.
Travelers
can send KAYAK a feedback about bad prices so KAYAK can review the
data we are receiving.

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.

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.

Complaint: [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,
[redacted]

KAYAK is in
receipt of this complaint. [redacted] is the service provider for this
reservation. The email confirmation was sent directly to the
Traveler from [redacted] as well as the notification that the price had
change. The $100 charge is a fee from [redacted]. For...

further
assistance with this reservation and matters pertaining to billing
please contact [redacted]'s service center at the number listed on the
email confirmation. Thank you.

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.

The Traveler was
able to review the charges and the fees prior to completing the
reservation.  Under the flight details it
provided the fare details.  This included
the Travelfusion Service Fee (charged separately).  Also the Traveler can view the booking
receipt which shows the break down of the fare by visiting [redacted].  The service fee was clearly stated when the
traveler made the reservation.  Upon
selecting to book this reservation the Traveler agreed to the price of this
reservation.  For further assistance with
the reservation the Traveler will need to contact [redacted].

KAYAK is in receipt of this complaint.  The reservation was completed on [redacted].  KAYAK shared this complaint with [redacted] operation center for further review.  They have reviewed the complaint and found that a claim was filed with the airline.  Information for this...

claim was provided to the traveler.  For further assistance please contact [redacted] for further assistance.  Thank you.

Complaint: [redacted]
I am rejecting this response because Kayak has provided false information about the email.  The "24 hour" email was sent 2 and a half hours before the flight.  They have yet to provide any proof that they sent the email 24 hours in advance.  We were unable to access the information due to the fact we had left our hotel and no longer had internet access.  The following paragraph will continue to solidify my claim as to why I am rejecting the response.Kayak also offers a tool on their website to track trips that you have booked with them.  When I checked the website on the morning of the flight the website said the flight was leaving at 9pm.  When we got to the airport and the airline informed us the flight left at 8:15pm and we were too late, I checked kayak.com again and it still said 9 pm.  There is no disclaimer on their web page saying times are subject to change and that an email would provide more accurate information.  If I buy a ticket on a website I would expect the website be up to date and provide the most accurate information unless it is specifically stated on the webpage. I took a screenshot of the webpage with the time and all information. There was nothing stating the fact that email would be more accurate. According to information kayak provided in previous email they claimed that the time of the flight was changed back to 8:15pm nearly 3 months before the flight.  That would have given them nearly 3 months to update their website with the most accurate information.  It makes total sense that a website would provide the most up to date information.   
Sincerely,
[redacted]