Kayak.com

KAYAK has chosen to offer services on this un-customer-friendly airline by providing fares through their siteThey are responsible for the partnerships they have forged with other vendors and should not advertise airlines who abuse their customers financial and customer-service needs
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I have submitted my receipts for the new booking which is $1,When I receive the payment for the difference is when I will close out the complaint at that time
As for the cancelation of the original reservation, for the record, I did never order them to cancel that reservationI requested for them to play back the tape to prove my side of the story, but the gentleman said he did not have to and lied about what two of his agents told me prior to me talking with him!
here is the documentation I sent and their reply:
Subject
Reservation CANCELLED - *** *** *** *** *** ***
Discussion Thread
Response Via Email (John Ramathing
Tallano)
06/24/02:PM
Dear ***,
Please accept our sincere apologies
for the delay in responseWe appreciate you for giving us the opportunity to
address this matter pertaining to:
*** *** ***
*** *** ***
*** *** *** ***
Hotel Name: *** *** *** ***
CheDate: Saturday,
June 28,
Check-Out Date: Saturday, July 05,
Please be
advised that we have forwarded the request with the receipt to our help deskWe
will reply as soon as we get any response from themPlease let us know, if you
require any further assistance or you may also contact our Customer Service
department at ###-###-####
We appreciate your understanding and
patience in this regard
Sincerely,
***
Customer Service
Supervisor
E*** ***
*** *** *** ** ***
*** *** *** ** *** *** *** ** ***
Fax: ###-###-####
Customer By Email (*** ***)
06/23/10:AM
Here is the posting on my credit card for the *** *** *** :
Date trans. Posted
Referance #
Description of
transaction &
nbsp; Amount
06/18/
06/18/
***
GETAROOM.COM ###-###-#### TX
$3,
Owed to me is $1638.98
Thank You,
*** ***
*** *** ***
*** ** ***
-------Original Message-------
***
*** *** * *** *** *** *** *** ***
*** ***
*** *** *** *** *** *** **
*** ***
*** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ** ** *** ** *** *** ***
*** *** ***
*** *** ***
*** *** *** ***
*** *** *** *** ***
l
CheDate: Saturday,
June 28,
Check-Out Date: Saturday, July 05,
Please be
informed that we have forwarded the receipt of the difference amount (
USD) to our help desk on the priority basisOnce we get any update from them we
will inform you accordinglyFor any further assistance, you may contact our
Customer Service department at ###-###-#### or simply reply to this
email
We appreciate your understanding and patience in this
regard
Sincerely,
Katie
KAYAK
Email: [email protected]
KAYAK PHONE:
###-###-####, or ###-###-####
Phone (Outside the US and Canada):
800-or ###-###-####
Fax: ###-###-####
Customer By Email (*** ***)
06/17/11:AM
The differance is $1,and her is my receipt: original booking was
$1,and the new booking was $3,416.77. $
&a
mp;n bsp;
- $
&a
mp;n bsp;
= $differance
*** ***
*** *** ***
*** ** ***
###-###-####
-------Original Message-------
From: KAYAK
Date: 6/17/10:12:
AM
To: ***
Subject: Your KAYAK booking
receipt for Iberostar *** *** *** All inclusive
Your booking confirmation for Iberostar *** *** *** All
inclusive
Trouble viewing this? See the online
version of this email
HOTELS
FLIGHTS
CARS
DEALS
PACKAGES
Compare hundreds of travel sites at once
You're booked
Thanks for booking Iberostar *** *** *** All
inclusive from Saturday, June 28, - Saturday, July 5, on Getaroom via
KAYAK
Your confirmation number: R***
Getaroom will provide customer service for this booking
Customer service can be reached at ** *** *** *** ** ** *** *** ***
Changes and cancellations l Terms and Conditions
Reservation Details
Iberostar *** *** *** All inclusive
*** *** *** *** ***
*** *** *** *** **
Che
Saturday, June 28,
Check-out
Saturday, July 5,
Room Type
Junior Suite People - All
inclusive
Includes: Free
Cancellation
Number of Rooms
Number of Guests
Room Type
Junior Suite People - All
inclusive
Includes: Free
Cancellation
Number of Rooms
Number of Guests
Guest Details
Guest
*** ***
Phone
***
Email
***
Billing
*** *** - VISA ***
Erney
Street - Allentown, PA US
Credit Card
VISA
***
Billing
*** *** - *** ***
*** *** *** * *** ** ** ***
Credit Card
*** ***
Summary Of Charges
Total
Saturday, June 28, - Saturday, July
5, Jun - Jul (
nights)
$
Tax Recovery Charge and Service Fees
$
Total Cost
$
Sincerely,
*** ***

KAYAK
is in receipt of this complaintWe do she two hotel reservations
that were completed on *** via KAYAK's booking optionKAYAK
has shared this directly with ***For further assistance
with these past hotel
reservations please contact *** as they
are the service provider for these reservations

Kayak
KAYAK is
in receipt of this complaint. KAYAK was
able to locate a hotel reservation which was completed on *** Partner Network
via KAYAK’s booking option matching the travelers information. The reservation was completed on May 15th
for check in May 15th and check out May 16th.
Orbtiz
Partner Network is the service provider for this reservation. For further assistance with the past
reservation the traveler will need to contact *** Partner Network’s service
center at the number listed on the email confirmation. Thank you

KAYAK is in receipt of this complaint. The companies shown within KAYAK's search results are legitimate travel providers
KAYAK finds and presents as many relevant travel options, matching your criteria, as possibleOnce you leave
KAYAK to book, the transaction is subject to the chosen booking provider’s stated rules, conditions and policiesIf a post-booking issue does occur, you would work with their customer service team to resolve
As the traveler selected to book directly with *** it will be *** policies that will apply. For further assistance with the traveler's reservation they will need to contact *** as they are the provider who processed the reservation. Thank you

KAYAK is in receipt of this complaint KAYAK is an online travel search site that lets travelers easily search hundreds of travel sites at onceOnce the traveler find the booking option that they like, KAYAK gives the traveler choices where to bookThe traveler can book with the
airline, hotel, car rental company, an online travel agency or via KAYAK through one of our third-party providers At KAYAK we make every attempt to get accurate date but prices are not guaranteed KAYAK does not set the prices so it is not possible for KAYAK to guarantee with other companies are selling Prices on airline seats can change frequently Thank you

Complaint: ***
I am rejecting this response because:
*** *** has lied to me over and over again regarding the ticket we purchasedThe bottom line is, because I put my wife's married name instead of her maiden name on the ticket, they are telling me I have to pay an additional $to use the ticket at a later dateThis is absurd!!! I was forced to purchase another ticket so that my wife could fly out yesterday to her hometown with our one-year-oldI would rather handle this in a court instead of over Revdex.com
Sincerely,
*** ***

KAYAK is in receipt of this complaint. KAYAK was able to locate a canceled reservation that matches the email provided in the complaint. The reservation was attempted with ***. I do see that the reservation went into a pending state but was canceled. All email
communication was sent directly from ***. For further assistance you will need to contact ***. Thank you

KAYAK is in receipt of this complaint*** is an online travel search site that returns results from many different providers The reservation *** was completed on *** The traveler used KAYAK to search and selected to book through a third party provider In the
Terms and Conditions for this reservation it did stated that Bed types, smoking preference, and in-room amenities are subject to hotel availabilityAny incidental charges will be assessed to you by the hotel upon check-out, including parking fees, phone calls and room service The Traveler will need to contact *** service center for further assistance with this reservationThe service center phone number can be found on the email confirmation that was received Thank you

Flight
reservation referencing *** Trip ID *** was booked on
*** via KAYAK’s website. *** 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
*** 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
***’s service center, contact information is provided via
the confirmation emails received

KAYAK
is in receipt of this complaintI do see a record of a past car
reservation that matches the the Confirmation number***If a
traveler runs a search on KAYAK for a specific
airport KAYAK will
only return results for car rental agencies that service that
airportAlso KAYAK will show if the car rental agency is in
terminal or if there is a shuttle required to the location
In
the case of this reservation it appears that the traveler ran a
general city searchThis will return both airports and non-airports
locationsNon-airport locations tend to offer a lower rates and
this is why they display higher on the results pageFor further
assistance with your past reservation please contact Enterprise as
they are the service provider for the reservation Thank you

Complaint* ***
I am rejecting this response because:I did an airport search, not a general city searchIts not my fault the site has glitchesAlso it was not explained to me at the time of the reservation that I had to contact *** directly to modify and or cancell the reservation and when I called *** to fix the booking they toldo me I had to call kayak to fix the reservationTheir customer service is very poor and I did search by airport, not a general city searchTried to call several times without a prompt responce
Sincerely*** ***
*** ***

Complaint: ***I am rejecting this response because: The stance of Kayak.com which places their affiliation with *** in the same category as the other legitimate websites found on Kayak is unacceptable. A *** search of "*** scam" produces 48,hits. Whatever the relationship Kayak continues with ***, dispite the verifiable fraud witnessed by this complaintant, belies an unconcern for the average consumer. I am no longer an "average consumer" in the sense that when another would ( and more than likely plenty of others have) drop any such complaint against Kayak.com regarding ***.com, I will not accept a brush-off maneuver such as has been twice now received from Kayak.com. I did in fact engage in commerce directly with *** but only at the introduction facilitated by Kayak. The *** *** tickets I purchased from *** were not legitimate, and in fact I was hounded in an email two days after purchasing the tickets for more money because *** claimed the quoted airfare had risen significantly. The flight numbers quoted from *** did not exist on the *** *** website. That Kayak now feels absolved of any and all culpability in the facilitation of fraudulent activity represents the low standard of business ethics of Kayak. I would like to furnish for the Revdex.com and Kayak the pertinent emails to this case. These communiques are unavoidable representations of the fraudulent activity suffered by this complaintant from ***. For Kayak to staunchly stand by its affiliation with *** is very unfortunate for this consumer and all e-commerce consumers who would venture to trust Kayak in the future. ( I have attached the emails, but did not attach the second failure notice I received when attempting to reach *** again.)Sincerely,*** ***

Complaint: ***
I am rejecting this response because: "Prices on airline seats, hotel rooms and car rentals can change frequently. "
I exited and re-entered my search on Kayak multiple times and the price was still the same until I clicked on it to book it Their statements are lies It's a scheme to lure the consumer in
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:I contacted *** directly and they confirmed that the only charge that was made on my card was for the flightThe additional charge made by travelfusion is showing as separateThe additional charge was not listed when I confirmed booking on kayak's website because I would not have bought flight due to this additional chargeThis is not the first time I've had additional charges made to my account on kayak's behalfI am tired of the hidden fees and of the poor customer service I have received from kayakSomeone should have reached out to me to correct this issue as I use kayak all of the time for my flight needs and this kind of treatment will cause me to bring my business elsewhere.
Sincerely,
*** ***

KAYAK is in receipt of this
complaint. KAYAK lets you easily compare
hundreds of travel sites at onceOnce you find the booking option that you
like, KAYAK gives you choices where
to bookYou can book with the airline,
hotel, car rental company, an online travel agency or via KAYAK through one of
our third-party providers.
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 frequentlySeveral people may also be
trying to buy the same travel option simultaneouslyAs a result, you may find
on occasion that certain prices are no longer available. Thank you

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 *** via KAYAK’s booking option. This reservation was canceled without
ticketing. Ticket prices are not
guaranteed
until ticketed. *** 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 *** service
center

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



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