ComplaintsforKayak.com

• Initial Complaint

  10/25/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a flight , kayak reference number *******. The airline had flexible exchange policy, so I tried to change the return flight, but as I was still debating the date, the agent Ms. Adamina suggested I pay cancellation fee $75 and contact them anytime when I decide on the date. So I did. I e-mailed her ton 10/19 that I want to change my return date to 10/23 or 10/30,but never received a response. I called her but she did not answer. I also called general exchange line but the agent who answerd said only Adamina can handle and he cannot do anything. So I waited, but received no answer even my initial requested travel date passed (10/23). So I called them on 10/23 again, Ms. Adamina never answered again, I called general line, then the agent again said He will forward me to Ms. Adamina, as the system said she is available. However, she never answered and I was on the phone waiting for 15 minutes .. for nothing. At this point, I notice she is not answereing my phone on purpose. I felt extremely frastrated not knowing what is going on. If the exchange somehow was not possible, then the agent at least needed to explain that, so that I will make accomodation on my own. As one of the travel date has already passed and as my other travel date has coming closer and gettng more expensive, I need to know what is going on and the possibility immediately.

  Business response

  10/28/2021

  To whom it may concern,

  
  Thank you for bringing this matter to KAYAK’s attention. We take customer satisfaction seriously
  and would like to take this opportunity to address your concerns.

  
  Review confirms voluntary change request to the inbound segment of the booking. In response to the
  query, assistance was provided by the exchange team. As the traveler was not sure what travel dates
  to choose, we came to a mutual agreement to exchange the ticket into a credit in order to avoid
  no-show penalty and use it when the traveler will be ready to rebook.

  
  At the moment of rebooking, the customer requested for travel dates that were exceeding the
  maximum stay allowed for the fare. Our service team requested a waiver from the carrier in order to
  allow the rebooking, but the carrier denied our request. Due to the overwhelming requests generated
  to the airlines, the replies were severely delayed.

  
  The traveler has made changes directly with the carrier, and the ticket has been exchanged.
  We are confident this information addresses the matter at hand
  
  Best regards,
  KAYAK Service Team.

• Initial Complaint

  09/30/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hi, I am one of the most chosen customers that unfortunately made a reservation through your website . I wish I had not made this mistake. 1.As per the current Policy an ****** Passport holder cannot travel through ******** Airport due to the Covid-19 restrictions.This was confirmed by the ******* ******* customer care today. 2. As per Kayak representative I need to talk to ******* ******* customer service for refund. As per ******* ******* they are no way responsible as this booking was made through kayak.com. The ******* ******* representative was not willing to provide this to me in an e-mail. He stated that Kayak customer care can call their tradeline number ************* I passed on this information to the refund department executive at Kayak.com, the rep stated he cannot wait to join the tradeline and hung up on me. 3. I called Kayak Customer care again and the customer rep said he will connect me again to the refunds department and will stay on call with me to find a resolutio

  Business response

  10/13/2021

  To whom it may concern,

  
  Thank you for bringing this matter to KAYAK’s attention. We take customer satisfaction seriously
  and would like to take this opportunity to address your concerns.

  
  Review indicates the traveler attempted to voluntarily cancel the reservation due to **
  government restrictions. In response to the query, assistance was provided by the service team.
  Because there were no major changes and flights are operating and scheduled to depart, the
  traveler is not eligible for refund as per fare rules and airline policy. However, airline credit can be
  offered instead to exchange for future dates.

  
  Our service team applied for a waiver in order to get an exception considering the situation, but
  ******* ******* has denied our request.

  
  We are confident this information addresses the matter at hand.
  
  Best regards,
  KAYAK Service Team.

• Initial Complaint

  09/15/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a flight from ****** to ********** ******* through kayak.com for departure 9/1/21. Since booking, ******* raised their covid alert to level 3 "reconsider travel". At that point i called kayak about my options (as I also purchased the travel insurance they push on their website) and I was informed that they could not refund me anything and the insurance I purchased was only for free cancelations within 24 hours of booking. What a scam. Nonetheless, the rep stated that if they raised their covid level again, to call BEFORE the scheduled flight. Low and behold, the covid level in ******* was raised to level 4: DO NOT TRAVEL. I called kayak where they again said they could not refund me and to call ******** directly. Kayak finally offered me a voucher for the flight, want to charge me $75 to retrieve it and are only honoring the same destination. I no longer want to go to ******* and want a refund or to use my voucher at a different destination that is not having a covid outbreak

  Business response

  10/05/2021

  To whom it may concern,

  
  Thank you for bringing this matter to KAYAK’s attention. We take customer satisfaction
  seriously and would like to take this opportunity to address your concerns.

  
  Review confirms voluntary cancellation attempt due to level 4 increased caution of the
  pandemic in the destination country. In response to the query, assistance was provided by
  the service team. As the flights were operating and scheduled to depart, refund is not
  allowed as per fare rules and airline policy. However, credit for future is permitted by ***** *** ******

  
  As the traveler opted to figure out her options for the future dates, we came to a mutual
  agreement to assist the customer with the new travel once she is ready to rebook. Upon
  using the credit, the difference in the fare and taxes will be collected, if any.

  
  We are confident this information addresses the matter at hand.

  
  Best regards,
  KAYAK Service Team.

  Customer response

  10/05/2021

  
  Complaint: ********
  
  I am rejecting this response because: I paid $755 for a flight to a country that changed their Covid levels to "do not travel" I was finally offered a voucher to use to travel ONLY to the same destination instead of any destination of my choosing. Per the Kayak rep, my money sits with Kayak and NOT *** *****. Therefore, I should be able to use my $755 to travel anywhere I want and not wait for ******* to lift their travel ban. AND you offered me this voucher that I have to PAY $50 to use and book travel by October. This is theft. There is NO reason you cannot apply my money to a voucher to be used anywhere I wish. *** ***** said many times they do not have my money. You cannot steal customers money after a country advise you not to travel there. I can use this voucher for other places. If you can not accommodate then I want a full refund. I have been a long time customer of Kayak but this injustice is wrong. You lose NOTHING by allowing me to have a voucher to travel anywhere I want. Also, your Kayak reps are extremely rude and unprofessional and treat paying customers like they are nothing. I reject you offer of forcing me to use a voucher to travel to the same destination that I cannot travel too and forcing me to pay to use my voucher. Thank you
  
  Sincerely,
  
  **** *****

*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. ↩