KAYAKConsumerAffairs Unaccredited Brand
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I've been using KAYAK for years! A friend of mine who travels often told me about it. Back in the day, I thought it was the best thing going. I'd get the best prices and be able to check so many companies (airlines, I mostly used it for flights) at once & then be re-directed to the company/website to book it.
KAYAK did not have a discount compared to just going to the airline/hotel. I was able to get a better deal when I went to the hotel and airlines website directly.
I will not use them again. They had Flighthub arrange my flight; couldn't get flight insurance - had to find my own. Flight was more expensive than I could have found had I not used them. Disappointed.
I have never used it to purchase flights, but only to check and compare and find out who to go to, and there is just something about it that does not work for me.
It's easy to navigate & check out different flights. Easy to book flights as well. Have booked several flights here. Would & have recommended in the past to friends & family.
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Kayak's especially a great site for those looking to create a personalized itinerary with the best values available. My husband and I used it for a European trip last Fall and found exactly what we wanted at surprisingly good rates.
Needs more options and add more international airlines. I never see Emirates, Qatar, Jet Airways, etc. Need to add more flexible options on reservations too.
My wife reserved one air ticket using KAYAK. KAYAK charged our credit account EIGHT times! My credit limit is broken because of these EIGHT pending charges. We called KAYAK support line and they canceled our air ticket reservation in order to clear the mess they created in our credit card account. After the reservation is canceled, we checked our credit card account and do not see all EIGHT pending charges. We thought the problem was fixed. After a couple of days, these EIGHT pending charges shown up again in our credit card account! The KAYAK air ticket reservation system has serious problems. Myself is a software engineer. I really cannot understand, how KAYAK can use air ticket reservation system with such serious problem to serve their customers!
I tried to book a return flight ticket from Kayak. However without asking for my confirmation the website bought only one way ticket by saying that my account balance was not enough for the return. Now I can come back from Rome to Izmir without going there! I asked for refund but the plane company paid the refund to the website'ş account and I have no flight ticket and no money right now.
I purchased my hotel stay through Kayak. Got to the hotel and had to make a change to my arrangement. The Kayak rep said I would have to re-book. I asked that she cancel out my first order before starting another transaction. She put me on hold and came back about 3 minutes later stating the reservation had been cancelled. I get back home from my trip only to find out that they had not cancelled my account and when I called back again I had to argue with their customer service reps who stated that their records showed that I had asked that they not cancel my reservation. 2 weeks later and no resolution, in fact they had stopped responding.
After a complaint to the Better Business Bureau they suddenly found the audio tape of my transaction and confirmed that I had in fact asked that it be cancelled. They also admitted that their rep lied to me on the phone when she said the reservation had been cancelled. The ONLY compensation they provided was a full refund on the reservation and even that they grumbled about, trying to get me to take a 75% refund. They declined any other form of recompensation other than the assurance that "we have provided additional training" to the rep who flat out lied to me. Avoid these conpeople like the plague.
This site is good for finding flights, but I am utterly disappointed in the experience I had purchasing from them. Not only is it sometimes cheaper to book directly with the site, I had a bad experience when I bought tickets for a Jetstar flight. Apparently booking with KAYAK sometimes directs you to a third party website, which seemed to offer a great deal for the price of the plane ticket, little did I know that it was because they took away the luggage price that is already included in standard Jetstar flights. Knowing that the airline included the right to one piece of luggage included in the price I opted out of purchasing extra luggage for the flight.
To my considerable surprise checking in at the airport I was told that I had to pay for my luggage and I was tremendously appalled to find out that the price of my luggage was nearly twice the price of the plane ticket! (As you may know, paying for luggage at the check-in counter is more expensive than pre-booking it). Whatever little amount of money I may have saved booking with Kayak, rather than the airline directly had all gone to waste. There was 3 other people with me that day, and we ended up paying extremely more in luggage fees than the cost of our flight tickets. Around $600 dollar just for luggage. Looking back, I don’t even think that the items within my luggage amounted to the cost of the fees. I really cannot recommend booking with Kayak, nor will I ever do so again in the future.
I'm writing this review as I am quite disappointed, angry, and frustrated with my Kayak experience. I used it based on a friend's recommendation, but that friend much have traveled without luggage... On our business trip, where we had a pretty tight budget, the app didn't allow us to book any luggage with our tickets. Consequently, as the luggage wasn't purchased with the tickets, it ended up costing A LOT more when we showed up at the counter with 4 bags to be check... in some cases, 200 + Euro more... This might be frustrating for one flight, but we had 6 different jumps! That's additional baggage, EACH JUMP. Kayak automatically books you for the cheapest option, which is no luggage. Even booking luggage online before the flight is detrimental and will cost you when compared to booking luggage at time of purchase of the flight.
In addition to this, as Kayak books through other companies such as Priceline, you didn't even book with the airline! The Airline is much less inclined to help you or to sort out the mistakes made by this sub-sub service. Really, I'm starting to think Kayak was invented by the airlines to find a way to gouge more money from customers - book cheap(er) flights on Kayak, we will get you with all the extra fees. Ridiculous. I don't think I'll ever use the app again, and I definitely will preach about their awful service far and wide.
I found this site easy to use. It gave me the cheapest rate to the more expensive. It showed reviews from previous customers. It was the one site that saved my information where I didn't have to keep reentering.
I check Kayak before booking every flight. Their process is simple and I've saved money many times by using them. The flight predictor is very helpful as it allows you to see if prices are expected to rise or fall.
Any business that you cannot call - should be made illegal. If you are taking money from customers and cannot provide a phone support line, then you should NOT be open for business - PERIOD!!! This company is a disgrace, has ZERO customer service. Tricks people with their phone line so they can avoid all calls. BEWARE. DO NOT USE KAYAK. If this is consumer affairs - how you could let any business operate without a phone line and one that tricks people is beyond disgraceful. You are allowing illegal operations.
When buying an airline ticket with them, DO NOT GET INSURANCE FOR YOU FLIGHT IF YOU THINK YOU GONNA HAVE TO CANCEL. You not only can't cancel the flight, but you won't get the money back thru the insurance company unless someone in your family died, or there was a terrorist attack, a hurricane, 3 third world war, or something on that nature. DO NOT WASTE YOUR MONEY.
We booking a car rental through Kayak for our trip to California in May 2017. We wanted to pick the car up in San Francisco and drop off at LAX. So we put in LAX as the drop off location since we were flying out of that airport. Upon arrival at the Hertz counter drop off at LAX, we were told that we were at the wrong drop off address. Hertz said that Kayak commonly does that but does not make it clear that the drop off is NOT at the airport. Hertz said we would have to pay $300 more if we left it at their location. We are still disputing this issue with Kayak and will update our progress on this site.
I am thoroughly disappointed with KAYAK. I recently booked a car through KAYAK for my trip to Los Angeles and clearly specified LAX Airport as my pick up/drop off location. KAYAK secured a car through Sixt Car Rental. When I arrived at LAX, I took a Sixt shuttle to the rental location 1.6 miles from LAX. When I showed my reservation to the representative, she stated that KAYAK had booked my car from a Sixt location in Venice, a 30 min car ride away. Again, I clearly indicated LAX Airport as my pick up/drop off location for this rental. I know most car rental locations at LAX are actually offsite from the Airport and you need to take a shuttle to get there. Therefore I did not think twice when the Sixt rental location that appeared on my itinerary was on 2444 Lincoln Blvd, Los Angeles, CA. I figured this location could not be more than 1 or 2 miles from LAX.
As it turned out, 2444 Lincoln Blvd is actually over 10 miles away from LAX and, per the Sixt representative I spoke to, a 30 min car ride away. How could a pickup location 1/2 hour away from LAX still be considered LAX? I had no choice but to pay an extra $82.70 for a new reservation on the spot. KAYAK failed to adhere to the pickup location of LAX Airport as specified on the reservation. I prepaid $164.36 for the reservation. I had no choice but to initiate a new car rental on the spot and pay $247.06 for the same size car. Luckily, Sixt refunded the first reservation fee of $164.36 but made it a point to tell me that they did not have to. I sent a request to KAYAK to refund me $82.70, which was the cost I incurred due to their error. KAYAK clearly erred on your duty to provide services as promised which ultimately lead to lost time and added cost for me. I have yet to hear from KAYAK.
I used KAYAK for years. They got greedy and started bad business, booked with them, they direct me to airfare, another losers. This company emailed me that my ticket not available anymore unless I change my dates. My point is why KAYAK is doing business with companies that have bad reputation. I’m done with KAYAK.
I have used KAYAK.com for years, it never worked this bad, every price they post is not real. I just spend several hours to find 2 tickets for a planned trip with flexible dates, every time I clicked on a flight that I thought it was decent the price jumped up by hundreds, on average $400, that's not honest way to do business, you either post the real price or forget it.
I recently booked a hotel room through Kayak and was passed on to AMOMA. When I arrived at my destination they did not have my reservation. I showed them my certificate from AMOMA but it was worthless. I contacted both Kayak and AMOMA. Kayak quickly responded and were clear that this was not their problem. As I was in an unfamiliar city I had no choice but to take a room at double the price. I would never book through Kayak again.
I am upset with this travel company. I booked a trip to Maui, and when doing so I booked the hotel for a "Villa" at the Aston Maui Kaanapali Villas. When I arrived my booking had been magically changed to a ONE bed ROOM!!! Luckily I only traveled with my mom. But we wanted separate beds and made it a point to book the trip in this manner. We were very disappointed that we paid for Villa and were given a hotel room. Also, when we called the person I spoke to over the phone said I booked a hotel room, we DID NOT book a room. Guess we can't fight it because our paperwork showed hotel room. Either way, never booking through this company again. BEWARE!
I sort of accidentally booked an international flight through Kayak.com. Never Again!! All their customer service is done by JustFly.com, and their people are totally incompetent. I spent over 2 hours on the phone with at least 6 different agents trying to make a simple date change to a flight. When I thought this was finally done, the email they sent me to confirm was incorrect! Plus they charged me a $150 change fee, whereas the airline only charged me $50. From now on, I book directly with the airline!! When I talked with the airline, they could have made the same change in 5 minutes, at 1/4 the price!
I booked a ticket to India with KAYAK. The flight was through Canada. Unfortunately, transit visa from Canada was not approved on time. I don't blame them for that as it is my responsibility. However, as a travel agent they did not cancel or change my ticket and of course their favorite line it is a NON-REFUNDABLE ticket and they cannot change the ticket. I lost the money and MORE IMPORTANTLY due to difficulty in reaching their service center and there untrained and unhelpful staff the whole experience was frustrating. Further, they did not Cancel the ticket in time thus blocked any chance of even count.
LESSON LEARNED. NEVER BUY FROM KAYAK and other online agents. Buy ticket from a TRAVEL AGENT (one that has an office and is recommended by friends and family). The ticket prices are same whether you buy from Online sites or a Travel Agent. In some cases it could be cheaper from Travel Agent, especially those do a lot of business with airlines. Also, human agent will provide you necessary information like changing visa requirements in today's time which an internet site will not provide.
I made a mistake on what hour for pick up and drop for a rental car. I didn't see the time of day indicator I guess the first time. You can't call the rental place and change it and you can't call KAYAK. You have to go thru email support. I wanted to talk live to someone so I wouldn't make a mistake twice. They said via email to rent a new one and they can cancel first one. Well, sure enough, I made a mistake on second one because I was so worried about getting time of day correct that I clicked on a different rental car company. Now I have two rentals cars and have to pay a seventy dollar fee to cancel the first one. All this took place in about an hour. Kayak has not responded back to me to cancel the first one despite about 4 emails asking them to. Nobody to talk to. I'm going to try disputing it with Visa.
I had a confirmed reservation with Kayak and justfly.com and right before my flight they emailed me that my reservation was cancelled with no clear explanation. The flight was full and I was not able to make my trip as planned. I highly advise anyone to avoid Kayak/Justfly.com.
In my search for a ticket to Paris, I was quoted $963 on Kayak. To make the purchase, I was directed to Delta Airlines website. After providing all requested passenger info AND credit card payment, Delta flashed a message: original quoted price no longer available. New price quoted on screen was an increase of $300. Did I want to continue with purchase? In an effort to get the originally quoted fare, I used a different computer and searched directly on the Delta website for exact same flight. Entered passenger information and credit card payment. Lo and behold, Delta flashed the same message: "original quoted price no longer available". To be clear, this happened on Delta's very own website! This is called bait and switch and should be illegal. Delta is committing fraud. I am warning friends and family about Delta and encourage Kayak to not do business with a company that commits fraud.
I made a reservation through Kayak (which involved priceline.com) and 30 min later was at the counter. I was told I could not get a car until the next morning and regardless the price quoted on the reservation would not be honored. I had to rent a car from another company at five times the amount of my Hertz quote. Absurd.
I booked rental car (Economy Rent a Car) and insurance (Allianz) via KAYAK. When I attempted to cancel the reservation, KAYAK was not able to cancel the insurance. I was informed I had to cancel through Allianz. Allianz informed me I had to cancel through KAYAK. Thus I ended up filing a complaint with my credit card agency which is still under review.
In addition to that issue the reason I want to cancel the car insurance is because Economy car rental tried to charge me ADDITIONAL when I arrived to pick up my rental!!! I left the car rental agency and went directly to a different agency where I rented a vehicle in person! This is not good customer service. Hidden fees? Can't cancel? I suggest booking direct in future.
They are not transparent about procedure. I made a reservation with Kayak February 11, 2019. After I gave all the credit card information a new window opened saying that Vayama was processing the reservation. I used American Express and the issuer (Bank of America) felt there was something irregular and declined the charge. Hours later I get an email from a "Priyanka Narayana Swamy" asking me to resubmit my credit card as it had been declined. Upon calling American Express the fraud department agreed with me about lack of transparency about this retailer and Travix. The phone number provided to resubmit the charges was: +1.650.206.5545. A recording tells the unhappy caller to leave a message and that it will be answered in 24 or 48 hours.
I was already taken for a 800 US scam by Bravofly and I learned my lesson before forking over my money. Eventually I recovered my money after a few weeks. American Express refunded the entire amount scammed by Bravofly. These retailers use third parties and have no physical offices and much less a 1 800 number to provide customer service. Never again will I try to book an inexpensive airline ticket if the retailer does not provide a customer service number which I will first call first to make the reservation. Kayak, Vayama and Bravofly are not in the business of providing a service with transparency. Caveat Emptor BUYER BEWARE!
Kayak.com expert review by ConsumerAffairs
KAYAK is a search engine that connects travelers to services offered by travel agencies all over the world. It was founded in 2004 and acquired by the Priceline Group in 2013.
Hundreds of sites: KAYAK's search engine draws results from hundreds of travel websites to give travelers the best deals possible.
Travel Hacker: Travelers can read an annual guide to the most popular destinations researched on KAYAK.
Organization: The site automatically organizes itineraries and expenses for services booked through the website.
Mobile app: KAYAK's mobile app lets travelers schedule services on the go.
Price alerts: Customers receive price alerts when selected services fall below certain prices.
Best for: Domestic, international and budget travelers.
KAYAK Company Information
- Company Name:
- Year Founded:
- 7 Market St.
- Postal Code:
- United States
- (855) 529-2501