Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/08/24, I booked a flight through Kayak.com which routed me to ************* as a 2nd party booking. I paid for the ticket with my Credit Card. This 2nd party ************* is a scam and not a legit business, and here are the reasons: 1. On 12/08/24, ************* emailed to me the “Reservation Number ********”. 2. A week later, because ************* did not email me an electronic eticket. So, I called them (*** *** ****), and a person on the phone told me my Seat Assignment was in the last row of the airplane. a. If I want to change this seating assignment to a better seat, it will cost me an extra $500 dollars. b. I told the agent I do not want to change this Seating Assignment. So, she told me she will get back to me in a couple hours. But she never got back to me. 3. A few days passed and without receiving any phone call from a ticket agent. Again, I made a phone call (*** *** ****) to *************. A ticket agent came up on the phone and told me this time my Seating Assignment will be next to the Toilet area. To change my seating Assignment, it will cost me an additional $500 - $600 dollars. 4. I told the ticket agent to cancel my flight reservation, an issued me a cancellation. But he told me it will cost me $200 to cancel my ticket which I refused to pay. I requested him to elevate this issue to higher up like a supervisor or a manager. But he hung up on me. 5. During the last couple weeks, I called ************* several more times requesting either: i. Issued me an electronic eticket. The ticket agent told me it will cost me an extra $600 before he can issue me an electronic eticket, which I do NOT agree with. ii. If not, then issued me a cancellation of my flight reservation. The ticket agent told me it will cost me an extra $200 for the cancellation of my reservation, which I do NOT agree with. These behaviors clearly spew out the stench of fraudulent activities.

  Business Response

  Date: 01/28/2025

  KAYAK is in receipt of this complaint.  KAYAK is an online travel search site designed for travelers to search and book their own travel.  Once the traveler selected to book with ********** the traveler left KAYAK and was transferred to ********** to completing the booking.  For further assistance the traveler will need to contact ************ service center.  
  

• Initial Complaint

  Date:12/30/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a flexible ticket through ******** (Booking ID: *********) for flights from *** **** to **** and **** to *** ****, with an extra seating option and an Extra Flexi Ticket Fare. The terms of the flexible ticket clearly stated that I would be eligible for an 80% refund if I canceled my booking at least 48 hours before departure. I canceled my ticket 6 days prior to departure, meeting this condition. Despite this, ******** has refused to issue the promised refund, claiming I am ineligible. Additionally, I used their "assisted refund process," under the impression that it would maximize my refund. However, this process voided my eligibility for the guaranteed 80% refund without any clear disclosure. Furthermore, I discovered that ******** purchased a non-refundable ticket on my behalf, contrary to the flexible terms of the ticket I purchased. These actions represent misleading and potentially fraudulent practices, as ******** did not adhere to the stated terms of the flexible ticket, failed to provide transparency about the refund process, and made decisions that contradict the purchased service. I am seeking the refund I am owed under the agreed terms.

  Business Response

  Date: 01/09/2025

  KAYAK is in receipt of this complaint.  KAYAK lets travelers easily search hundreds of travel sites at once. Once the traveler finds the booking option that  they like, KAYAK gives the traveler choices where to book. The traveler can book with the airline, an online travel agency or via KAYAK through one of our third-party providers.  It appears the traveler searched on KAYAK and booked elsewhere.  For further assistance the traveler will need to contact the provider they selected to book with.  Thank you.
  

• Initial Complaint

  Date:11/26/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/24/24 I booked a flight through Kayak.com which routed me to ************* as a 3rd party. This 3rd party is a scam and not legit. Kayak is unreachable and they are complicit in being a company connecting users with a scam company. My reference is ****** This scam company did not provide me with a legitimate ticket, and hasn’t refunded me. Kayak needs to be responsible and not connect users with fraudulent 3rd parties, and yes due diligence to properly vet companies they are using.

  Business Response

  Date: 12/17/2024

  KAYAK is in receipt of this complaint.  ************* is an online travel agent that shows within KAYAK's search results.  ************* will be the service provider for the booking.  For further assistance with the booking the traveler will need to contact *************'s service center for assistance.
  

• Initial Complaint

  Date:11/19/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Flight number: **** ****
  Ticket number: *************
  Booking code: ******
  ******** Booking Reference    *******
  
  
  
  A year ago, my family planned a significant event in Israel. On November 16, we were supposed to fly to Israel with ELAL Airlines. Five tickets were purchased through their website, and then my ticket was purchased separately through Kayak (I am a full time student who lives on university campus).
  
  Due to the situation that arose after October 7, and because of US State Department Travel Advisory, our event in Israel was canceled. For the safety of my family, the credit card company refunded the money for the five tickets. However, regarding my ticket, the credit card company submitted four refund requests, all of which were denied.
  
  Currently, both ELAL and Kayak, claim they do not hold the funds. Kayak states the money is with ELAL, and Kayak is unable to assist further. ELAL states that they re-funded money to Kayak. It is a full year I am trying to resolve the issue.
  
  I would greatly appreciate your help in recovering the $998 , as I am currently a full-time student, unemployed,  and this is a significant amount for me.
  
  Thank you very much for your assistance and understanding!
  
  
  Please, let me know if you need more information
  
  Rebecca Sulpovar.

  Business Response

  Date: 11/21/2024

  KAYAK is in receipt of complaint.  It appears the traveler searched on KAYAK and selected to book with ******** a partner of KAYAK.  ******** fully supports and services the reservation.  For further assistance the traveler will need to contact ********'s service center.

   

  
  

• Initial Complaint

  Date:09/30/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I attempted to book a flight using Kayak.com and set the filter to include baggage fees for 2 bags (see screenshot). The price is displayed so I click to book the flight which takes me through the purchase process. After I complete the booking I see that my confirmation tells me to purchase bags now to save money. Upon investigation I see that my tickets do NOT have bags included and now the airline wants to charge me extra because I did not purchase bags at the time of booking. So I attempted to cancel the flight and kayak shunts me over to ******. Checking the ****** site I see that "There's no fee to cancel within 24 hours of booking", however, when I click to cancel the flight it says that I must contact the airline. I attempted to contact Jetstar (the airline) and there is no one available to talk to and I'm sent to an automated system. The automated system tells me that my flight cannot be cancelled. I feel that Kayak was not truthful in their booking process and have left me in a situation that will result in me paying considerably more than I was originally prepared to pay. I am asking that they cancel my trip and refund my money.

  Business Response

  Date: 10/15/2024

  KAYAK is in receipt of this complaint.   For reference upon entering the baggage request the cost per person within KAYAK's search results would change based on the estimated fees imposed by the airlines.  However it is important to keep in mind the feature does not automatically add the baggage or transfer the baggage entry to the selected itinerary.  During the booking process the traveler was shown a message that the  estimated fee for the checked bags are not included in the price of the itinerary.  For further assistance the traveler will need to contact the provider they selected to book with.  Thank you.

  Customer Answer

  Date: 10/19/2024

  
  Complaint: ********
  
  I am rejecting this response because: their website does not clearly explain that customers must go through additional steps to ensure what they're attempting to book is what the company is selling.  Because of the actions of Kayak.com we were unable to pay for our bags at the time of booking (as Kayak made it appear they were including in the price of the tickets), therefore the airline is charging additional fees because bags were not paid for at the time of booking.  I want this flight canceled and my money returned so I can book my flight through a reputable and straightforward travel service.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:09/13/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was looking at flights to *** ***** and was considering booking via Kayak using ******. However I changed my mind and never completed the request or purchase. Kayak / ****** began charging me a monthly fee for plane tickets I have never received. I have been going back and forth for MONTHS now with ****** who tell my that my credit will be effected. They just as of today opened a case to dispute and then tell me it will take up to 30 days for investigation. Case# ******** however everytime I called ****** they would tell me call Kayak. Well I have tried many times but I never can reach ANYONE to help. There is not any email address to dispute as well. I have all the proof and told ****** did they want me to send it now and they said no. That another persons would reach out to me in 5-7 days and if no email is received then call back. So basically I need to make sure they are doing their job? I then requested the Kayak contact information and the CSR Rep said he could not give it to me becuase I asked him how would this "investigation" be handled when I could not even reach anyone. He then said to wait for the second email to come and that all follow up action is by email only. NEVER ANY CALLS!!! I told him that my credit had better not be effected while in dispute and he said that it would be until the investigation is over and if I win then my credit would be fixed. This smells of fraud ! I have uploaded a screenshot from Kayak showing no receipts of any kind.

  Business Response

  Date: 09/17/2024

  KAYAK is in receipt of this complaint. Upon reviewing the booking it appears the traveler searched on KAYAK and selected to book with ******. We do see that the reservation attempted with ****** did not go through. As the reservation did not go through the pending payment should drop. If the user selected to pay in installments with ****** the traveler will need to contact ******. Thank you.

• Initial Complaint

  Date:07/29/2024

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Poorly designed and misleading search engine. I specifically input *** as the destination and I was not informed and warned the nearby airports are included in the search results. This has harmed me as a customer because unbeknownst to me I had booked a flight to a nearby airport. I did not ask for search results to include nearby airports. I had to pay $23 to immediately change the booking to the airport that I had intended to book. It’s not a lot of money but it is a deceptive practice that has caused me harm. I intend to report this deceptive and unfair practice to the ******** ********* ****** so they can open a formal inquiry to investigate how many customers have fell victim under this poorly designed search functionality and I am confident there are a larger number of customers/victims and I sincerely hope this will result in a formal lawsuit.

  Business Response

  Date: 07/30/2024

  KAYAK is in receipt of this complaint. KAYAK lets travelers easily search hundreds of travel sites at once. Once the traveler finds the booking option that they like, KAYAK gives the traveler choices of where to book. Travelers can book with the airline, hotel, car rental company, an online travel agency or via KAYAK through one of our third-party providers.  

  
  When searching on KAYAK the airport codes are displayed within the search results. Once the traveler selects to book the details of the booking are available to review on the providers website and agreed to upon making the reservation. The traveler will need to contact the provider they selected to book with for assistance.

  Customer Answer

  Date: 07/30/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  1) Your canned response is awful and fails to address the concerns stated in my complaint

  2) The responder/reviewer needs better coaching/training in analyzing customer complaints

  
  
  Sincerely,
  
  * ****

• Initial Complaint

  Date:07/26/2024

  Type:Facilities Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  THIS IS A COMPLAINT ON *********** TA AND MY RECENT STAY I BOOKED THROUGH THEIR WEBSITE *********** **** ****** CONFIRMATION NUMBER ********** PIN: **** AT THE *** ***** ***** ****** *** ***** ****** ********** ******* CHECK IN MAY 9, 2024 CHECK OUT MAY 10, 3024 AMOUNT PAID $127.81 I NOTICED ROOM WAS NOT QUITE CLEAN AND THERE WAS STALKAVOAT WALKING BACK OUTSIDE MY ROOM FROM TIME TO TIME THAT I FOUND DISRUPTIVE AND FOULED ROTTENED FENDAL SMOKE OUTSIDE WHENBI STEPPED OUT TO GET SOMETHING TO EAT AND HIGH DENZIE STENCHES AND UNEXPLAINED DRILLING NOISES IN THE PARKING LOT. THEREFORE, I AM SEEKING A FULL REFUND FOR THE AMOUNT CHARGED TO MY CARD IN THE AMOUNT OF $127.81.

  Business Response

  Date: 07/30/2024

  KAYAK is in receipt of this complaint. It appears the traveler may have used KAYAK to search but upon selecting to book was transferred to ***********. For assistance the traveler will need to contact the provider they selected to book with.

• Initial Complaint

  Date:06/27/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a flight using kayak last year. Without any prompts, my knowledge or consent apparently kayak allowed another website or someone other than myself facilitate a transaction that left me out of control of the flight being booked. Due to that my credit was used and not issued to myself so I was unable to benefit from this transaction. I was told that they could not speak to me nor fix anything because I wasn’t the person who purchased the ticket. Since then they’ve refused to re credit my account that was charged, hence violating consumer laws. Since my social security number was used, this alone is proof of fraudulent activity.

  Business Response

  Date: 07/16/2024

  KAYAK is in receipt of this complaint.  KAYAK is designed for travelers to search and book their own travel.  It does appear the traveler searched on KAYAK but when they selected to book they did not book with a provider that allows them to remain on KAYAK.  For further assistance with their booking the traveler will need to contact the provider they selected to book with.  If they are unsure what provider they booked with we suggest the traveler checks their email confirmation or credit card for details.

• Initial Complaint

  Date:05/20/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a plane ticket from *********** that is run by kayak.com and I got sick before my flight on May 8th. I cancelled my flight with a doctors note and ******** ******** said I would get a full refund within 3-5 business days. It has been 8 business days and no response, additionally the amount on ******** ******** website stated a refund for 214$ but I paid 600$ on ***********. Secondly, I purchased the same destination flight ticket with a different airlines (***) for 800$ for May 12th and *** airways would not let me board the plane without a doctors approval but did request this until before boarding not during check-in. I received the doctors approval because the between the time of the two scheduled flights I received medicine for my sickness. The issue is - I did not receive the approval within the 15 minutes allotment time I was given and the plane took off. I paid an additional 300$ to switch the ticket and the money has been taken and not confirmation has been given for tomorrows flight.

  Business Response

  Date: 06/05/2024

  KAYAK is in receipt of this complaint. The traveler used KAYAK to search and selected to book with *********** which is an online travel agent that shows within KAYAK’s search results. As the traveler booked with *********** it will be ************* refund policy that will apply. For further assistance the traveler will need to continue to work with ***********.