ComplaintsforKayak.com
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Complaint Details
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Initial Complaint
12/04/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I booked a rental car through Kayak.com who led me to book on ****************** with a FREE CANCELLATION on booking number ********* for the amount of US$146.12, trusting that I could get my money back in the event that something unexpected happened. Once my travel plans changed and I tried to get cancellation, I discovered they would only give me store credit on an electronic wallet and not an actual refund. Once I called customer service, they told me not to worry because I could later withdraw the money from my e-wallet to my credit card. When I went ahead and cancelled, got e-wallet credit and tried to withdrawn, I discovered they charged a $60 FEE to transfer the funds, which is unacceptable. Even if these terms are on the T&C sheet, it is disloyal to customers and competition, since it is clearly a way to compete with other car rental companies offering free cancellations and full refunds WITHOUT actually offering any full refunds. I demand I get my full refund as the rest of trusted rental car companies offer.Business response
12/19/2023
KAYAK is in receipt of this complaint. KAYAK is an online travel search site desgined for users to search and book their own travel. It appears the traveler searched on KAYAK and selected to book with ***************. Upon selecting to book with *************** the traveler left KAYAK's website and booked directly with ***************. For assistance with the policies they agreed to when booking with *************** the traveler will need to contact the provider they selected to book with.Initial Complaint
12/01/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I reserved and paid for a hotel through *********, which was found via Kayak.Com and sourced through the link on Kayak.com. Through the site I paid for the hotel room with my credit card and my credit card was charged. When I arrived at the hotel, they said that *************'s credit card, which is the company name that showed up at the hotel reservation, was declined. I now have to pay for my room again and chase the credit card company for my money.Business response
12/12/2023
KAYAK is in receipt of this complaint. KAYAK is an online travel search site designed for users to search and book their own travel. It appears the traveler searched on KAYAK and selected to book directly with *********. Once the Traveler selected to booked with ********* they left KAYAK's website and booked directly with *********. Once the traveler left KAYAK, KAYAK will have no insight into the booking. For further assistance the traveler will need to contact the provider they selected to book with.Initial Complaint
10/11/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
KAJAK/ **** ******/ ******* ***** CANCELLED MY TICKETS 6/23/23 PURCHASED FOR ******* Airlines via ****** loan They took the money from ****** loan immediately and did not reimburse ****** at all for the loan. Consequently I have been paying this. Kayak oddly denies any transactions at all, as does **** ******/ ******* *****. This is odd because I have a very elaborate email trail. I have cancer and I've just lost my father I do not need this added aggravation I have made MULTIPLE CALLS AND MADE MULTIPLE EMAILS SINCE MY TRIP TO ******. PLEASE HELPCustomer response
10/11/2023
**********/******* *****/Kayak:
My creditor, ******, indicates you have not refunded me.
**** ******/******* *****-you cancelled on me on 6/23/23-after I paid for my ******* Airline ticket-
You are legally obligated to reimburse me the full amount!
Please provide all evidence that indicates you have refunded me my FULL AMOUNT!
It has been 1month already.
I have copied ****** ON THIS AS WELL.
***** **** ***** **** ****** ** ******* ******** ** ***** ************
*******************
This is an ****** LOAN:
****** LOAN ID. Loan ID: *********
1158.00
202.10/ mthyHere is the loan ****** payed to Kayak:
KAYAK has processed your order, and your ****** loan details are below.
If you didn't use all the funds on the virtual card, we'll issue you a refund for the unused amount on Jul 12. This is because it may take some merchants several weeks to process all the items in your order.
Your monthly payment amounts will remain the same and the refund will be applied to your final monthly payment(s).
You can make payments any time and access your loan details at ****************************.
Enable AutoPay
Note: AutoPay is the easiest way to pay, and it will help you build positive history with ****** through on-time payments.
Your ****** terms
$1,158.00
Loan amount
The amount of credit you borrowed through ******
$1,212.62
Total of payments
The amount you will have paid after making all scheduled payments $54.62
Finance charge
The amount this credit will cost you
Your payment schedule
Jul 22, 2023 $202.10
Principal: $186.93
Interest: $15.17
Aug 22, 2023 $202.10
Principal: $188.95
Interest: $13.15
Sep 22, 2023 $202.10
Principal: $191.51
Interest: $10.59
Oct 22, 2023 $202.10
Principal: $194.36
Interest: $7.74
Nov 22, 2023 $202.10
Principal: $196.74
Interest: $5.36
Dec 22, 2023 $202.12
Principal: $199.51
Interest: $2.61Kayak/**** ****** and ******* ***** denies any transaction from me at all.
Business response
10/12/2023
KAYAK is in receipt of this complaint. As KAYAK is a travel search site we do not process booking. It appears the traveler may have used KAYAK to search and booked with a provider that allows them to remain on KAYAK. For assistance with matters pertaining to billing the traveler will need to contact the service provider of the booking. This information can be found in the email confirmation the traveler received.Customer response
10/20/2023
I never heard back from BBB UNTIL.THIS MORNING.
I NEVER HEARD BACK FROM KAYAK.
HOW CAN YOU CLOSE A CASE THAT HASN'T BEEN WORKED ON BY THE *** *************
Business response
11/02/2023
It appears the traveler selected to book with ********** using the ****** payment option. For assistance with the booking they will need to contact their service provider. For questions regarding the payment option they selected they would need to contact ******.Initial Complaint
09/25/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I booked 3 air tickets with Kayak on June 1st for travel on December 20th from ******* to *****. The flight ticket was issued for departure at 8.30 am ******* to *** and then 11.50 PM *** to *** and then to ***** (Kayak booking id:******* | *** **** ******). On September 10th I got an email that ***** airline has changed the departing flight time from 8.30 am to 6 am for December 20th morning. I called Kayak and told them its not acceptable to me as with two kids, I can not catch the 6.00 am flight. So they rebooked me on alternate flight as attached. Ten days have gone by but still till date, I have not received the confirmed flight notification or revised ticket. When I call Kayak, they say they are waiting for ***** airline confirmation. When I call ***** airline, they say Kayak has to do the needful. I have never encountered such kind of hassle for an international ticket booking. I hope Kayak and ***** Airline can resolve the issue and send me the revised ticket soon. Your kind help in this matter will be greatly appreciated. Many thanks in advance **** ******Business response
09/26/2023
KAYAK is in receipt of this complaint. The traveler selected to book with ********. It will be the change policy of the provider the traveler selected to book with that will apply. For further assistance the traveler will need to contact the service provider associated with their booking.Initial Complaint
08/03/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Book flights through kayak on July 19 of this year.. receive the confirmation in less than 15 minutes..I noticed there was an 18 hour layover in fort Lauderdale..I immediately called the number on the confirmation email and canceled the flight…I was told my would payment would be refunded in after it processed.. it is August 2 and I still have not received my 588.00 …. Now I’m been told it may be another 28 days…Business response
08/10/2023
KAYAK is in receipt of this complaint. KAYAK is an online travel search site that allows travelers to search and book their own travel. When searching on KAYAK, KAYAK will display results from different providers. Upon selecting to book the traveler can select to book with the airline, an online travel agent, or through a provider that allows the traveler to remain on KAYAK. It appears this traveler searched on KAYAK and booked elsewhere. Once the traveler leaves KAYAK, KAYAK will have no insight into the booking. The traveler will need to contact the provider they selected to book with. The traveler can verify which provider they selected to book with by checking the email confirmation they received. The traveler will need to contact that provider for assistance. Thank you.Initial Complaint
07/17/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
BAIT and SWITCH or FRAUD is ILLEGAL - that is exactly what it looks like Kayak does continuously and all the time, every day for years! Kayak SPONSORED FRAUD! I reported to Kayak website errors numerous times over the last couple years, Kayak keeps posting false prices, apparently don't care and prefer to deceive customers and collect your "pay per click" and maybe commish - and let millions of users end up paying way more. Screen shots attached, "Total Stay + Taxes & Fees" you can see it every day[!], many hotels. In this example, 1 of many and every day, their false advertising $184.. ends up really $260… If I see it, Kayak should too - just like millions of users, moreover Kayak was informed many times over the years to clean up their act and/or stop their fraudulent vendors from posting false pricing, Kayak prefers to look the other way, tacit fraud approval, and deceive millions of customers. Kayak IS RESPONSIBLE for this SCAM! After all they get "paid per click" and commission? Maybe the people who handle Kayak's INVALUABLE FEEDBACK don't even understand how Kayak works nor the law, and your issues when I sent them numerous screenshots over the years, all the steps to see it etc...? BBB: notice in their reply total BS lip service like "price change all the time" and other nonsense lies [like they replied to me every time previously] - clearly proving they have no clue what's going on. Since they never fix their Bait and Switch that is happening every day for years now, nor ban lying vendors with false pricing scam - has absolutely nothing to do with their LIES! This has been going for many years! Please resolve & STOP this BAIT & SWITCH issue once and for all. Thank you very much!! *********>Business response
07/28/2023
KAYAK is in receipt of this complaint. KAYAK is an online travel search site that allows Travelers to search and book their own travel. When searching on KAYAK we display results from different providers. On occasion accuracy issues may arise in the price and availability data obtained from travel sites. It sounds like that is what the traveler may have encountered. KAYAK will use the experience to review the data received. Thank you.Customer response
07/31/2023
Complaint: ********
I am rejecting this response because:Everyone can see Kayak's just confirmed BAIT and SWITCH ILLEGAL FRAUD SCAM and their blatant LIES and LIES - Kayak does continuously and all the time, every day for years now! Kayak SPONSORED FRAUD! $184.. quote ends up really $260 = LIE! Look at their LIES "occasional" - NO, every day for years. Couple clicks and I see the same price SCAM result Today again! Rumor has it they get paid way more than from any reputable company, even now switcheroo, nothing changed! I clearly described and attached examples, yet their completely incompetent, clueless reply continues these LIES and BAIT and SWITCH ILLEGAL FRAUD SCAM - exactly as I described all the time and many feedbacks to K., and even brilliantly predicted their deceit and their LYING BBB reply! They need to have someone who can read or has some intelligence: Their BAIT and SWITCH ILLEGAL advertising SCAM is happening all the time, every day, for years, yet they LIE "occasional" - nope see the SCAM? They are confused between BAIT and SWITCH ILLEGAL SCAM FRAUD all the time, they call it "occasional" - NOPE clearly more LIES! Someone needs to stop this ONGOING SCAM pls!
Sincerely,
********* ******Customer response
08/15/2023
your reply is not accurate - you say the business addressed the issue - did NOT! As mentioned false advertising and wrong prices are displayed every day, for years, so their reply "occasionally" is false and diametrically opposite from facts.Initial Complaint
07/10/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
My name is ***** ******* I booked 4 stars hotel on Kayak application after Kayak redirected me to ********* a 6 nights in ****** through Kayak app. for our anniversary. After traveling for 24 hours the hotel couldn't allocate the booking and after 3 hours talking to ***** hotel customer service and spending more than $150 of roaming calls they told me to go to another zero stars hotel or take your money back and when I requested to talk to a supervisor she told me he will call me after 3 hours and when I told her to transfer me to the survey she hanged up on me. Someone need to stop this false advertising and scam please. I spent more than $3000 and traveled across the planet to spend 6 nights for our anniversary and now i am staying in a hotel with 5 feet reception having washing machine next to the check in desk. This is not fair. ** ***** hotel confirmation number is ********05 My cell phone number is +***********Business response
07/19/2023
KAYAK is in receipt if this complaint. KAYAK is an online travel search site designed for travelers to search and book their own travel. Once a traveler selects the option they wish to book they may be booking directly with the hotel, through an online travel agent, or with a provider that allows them to remain on KAYAK.
It appears the traveler searched on KAYAK and booked with an online travel agent. For assistance with the booking the traveler will need to contact the provider they selected to book with. Thank you.
Initial Complaint
06/13/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased tickets from kayak.com for an international trip reference number ******* and had change of plans. I was told by kayak.com that the fair was not refundable but that they can hold my funds for future use. I paid an additional $100 to keep the funds for future use. The funds expire September 2023. I have been trying to book my ticket’s through their customer service multiple times now to use the funds and they’ve made every attempt to make that impossible. They keep dropping my calls, don’t respond to emails. The standard response from customer service is that I should look out for an email with a booking id but that email never came. I originally paid about $1090 and then an additional $100 to hold the funds. I hope kayak can refund me my hard earned money.Business response
06/13/2023
KAYAK is in receipt of this complaint. It appears the traveler searched on KAYAK and booked with ********. ******** is an online travel agent that shows within KAYAK’s search results. For assistance with using a credit the traveler will need to contact ********’s service center.Initial Complaint
05/15/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Kayak.com operates an on-line travel reservation business that promotes and facilitates fraudulent sales. As a user of the kayak on-line travel reservation system I have experienced 2 scams or fraudulent payment transactions using my credit cards. Yesterday I experienced another scam sponsored by Kayak.com when ******** Credit Card immediately notified me of a suspicious transaction after I had made an airline reservation using Kayak.com. This matter is unresolved and when I attempted to contact Kayak and their affiliate, ********, there is no capability to reach a live party. Kayak customer support directs you back to their online web site where you cannot resolve any reservation issues.Initial Complaint
05/15/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I made a reservation via Kayak for a hotel because it was a few dollars cheaper for the same hotel than other sites at the time. Please see attached email for booking reference number and confirmation number. The confirmation email stated "*****, your reservation has been prepaid and is fully guaranteed." There were no indications that there was any fee remaining to be paid. However, when I arrived at the hotel, I was told there was a daily property fee that had not yet been billed and I needed to pay an additional $114.75 (daily charge of $22.95) before they would hand me the room. I called the phone number ###-###-#### that was provided in the Kayak confirmation email a few days later to resolve the issue. The representative I spoke to then talked to the hotel and responded that I had not been billed for the property fee at the time of booking, and hence was due at check-in. She said her company "********" is different from Kayak and that I should talk to Kayak if I have any further issues, like why I was not informed of any remaining fees at the time of the reservation. I called Kayak's customer care ###-###-####, but their automated assistant does not connect me to an agent and says that they are only a "travel search tool". To resolve this issue, I would like a refund of the $114.75 because if this had been disclosed to me before I made the hotel reservation, I would have picked a different option that was cheaper.Business response
05/26/2023
KAYAK is in receipt of this complaint. The traveler used KAYAK to search and selected to book with ******** while remaining on KAYAK. The traveler did reach out to KAYAK and KAYAK requested ******** review the experience. A goodwill gesture was provided by the provider in the form of a refund. If the traveler has not received this the traveler will need to contact the provider they selected to book with.Customer response
05/29/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** **********
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Customer Complaints Summary
94 total complaints in the last 3 years.
21 complaints closed in the last 12 months.