KayakReviews 321

From our complaint to Kayak:

My girlfriend and I realized that instead of starting our vacation in Athens, that we should have started in Hungary/Romania. We looked to see if we could make this very simple switch and saw that according to your policies it was possible. When I called, not only did I find out that it was not possible to switch but that the tickets were completely non-refundable. The man on the phone said that we were completely locked in and there was nothing that we could do about it. If we had booked directly with the airlines, we would likely not be in this position. Because we made the mistake of booking with Kayak, one which we will NEVER repeat, we are completely screwed, as your representative so callously pointed out.

They have not responded. Bastards!

This has been the worst experience I have ever had in booking a flight in 20 years of using the Internet. My flight has changed at least 10 times since I booked the flight in November for a June trip. Everytime the flight changes I have to call their so call customer services. It usually two to three calls of 30 minute hold time before I reach a person who doesn't understand English and then I'm on the phone for another 30 minutes before they can re-ticket my flight. Sheer incompetence. If I could give them zero or negative stars I would.

I rented a car from enterprise at the Denver airport through Kayak. We arrived at the airport location only to find that Kayak had reserved a car at a different location. I guess this happens more than we would like to think. We had to take the bus back to the airport and then a $40 shuttle to the other Enterprise location. I rented another car for April, and now that I had this experience, I checked my reservation and sure enough they did it again. So, clearly not just an accident. Enterprise said the outside sites like to be able to post the best rates, so they book you elsewhere. Be careful!

I agree with everything said on this forum. I booked flights through Kayak for my family and me for a trip this June to the World Cup. Booking the tickets was easy enough. Everything was very simple until I received an email from Travelocity that my flight itinerary has changed and to call the Customer Support Center to confirm the changes. It took me five phone calls each lasting over 30 minutes to fix my flight itinerary. The first four times I was told by "Dennis", "Katie", "Ricky", and some other made up name for their overseas support person that they could not get through to the airline to fix my flight. Finally, on the fifth try, I was able to arrange my return flights so that they worked for my travel dates. Great! Done! Now I can get on with my life! Except, when I get the confirmation email the next day listing my new flight itinerary, I notice that they also changed a flight on the last leg of my outgoing trip so that I am now missing a connector flight to my final destination. This was never reviewed with me during my five phone calls so I have no idea why they changed it to begin with. Now I am in the process of getting this flight fixed. I'm two calls in. The first time, I got the same response, "We're having a hard time connecting to the airline. Please call back." This morning, I just got off a call with "Nancy" where I was on hold for over 30 minutes before my call was picked up. When I explained to her the situation, she said that I'd need to contact the airline directly. What?! I was very adamant that I would not be doing that since this was their mistake and that they need to own it until it's resolved. After a few minutes of back and forth, "Nancy" finally realized that it is indeed an issue that they need to fix. So, she calls the airline and guess what? She's having a problem connecting and I'm asked to please call back in a couple days. UNBELIEVABLE! NEVER EVER WILL I BOOK THROUGH KAYAK AGAIN!

Recently booked an overseas flight with this web site. Had to make a change due to an unfortunate accident and I will NEVER call them again for the following

1) Kayak books thru airfare.com after over a dozen phone calls and folks who lied and tried to extort an additional 350 dollar change fee found out they had listed us as a no call no show, even tho we had emailed prior to the deadline after speaking to an agent who advised us to do so
2)airlines folks where rude, non truthful and most definitely trying to scam us wide range of stories and excuses.
3) you can not actually get to speak to a rep from kayak
4) still on going but legal action to be taken to get back well over 1500 dollars in scammed fees

Found a hotel on Kayak and entered all the info to complete the booking. The last page showed the terms which were never get a refund for any part of the booking if you cancel. I never check the box to accept those terms and they processed it anyway. I immediately called explained the situation, ask for supervisor in total spoke with three people got transferred etc. In the end they would do nothing except take the money. There whole booking system is set up to cheat you. There is no reason to ever make a reservation through Kayak. There bordering on crooked.

Booked a hotel in Pacific Grove, CA for 2 nights in May of 2014. This was booked in mid January 2014 and they charged my credit card immediately. A week later I found out that I could not go on this trip so I called the number that they gave me to cancel, and yes they canceled the hotel stay, but to date they have not refunded my money. I think Kayak believes this is now their money, thinking there is nothing I can do.
After reading reviews of Kayak here and at other places I am resigned to the fact that the money is gone, that I am just one more victim of fraud, deceit, and just plain theft.

I did find this on the internet

Chairman of the board of Kayak
Terrell B. Jones
930 Tahoe Blvd Suite 802-390 Incline Village, NV 89*******357
*******@essentialideas.com
*******@tbjones.com

CEO Steve Hafner
They guard his email and contact info pretty well but I found an email address through his Dartmouth Alumni
*******@kayak.com

I will give this a shot, then of course contact the BBB and any other agency that may help.

For now, I will just have to be satisfied to tell as many unsuspecting people as is possible that NOBODY SHOULD DO BUSINESS WITH KAYAK-THEY ARE A BUNCH OF CROOKS.

We made a reservation for a car rental through Kayak with Dollar Rent A Car at Cancun, Mexico. The price Kayak initially provided was COMPLETELY different of the price Dollar tells you when we picked up the car.
We booked a FULL size car through Kayak for 6 days; the size car Dollar gave us was an economy size, which it should cost less. Also, the price provided by Kayak for all 6 days was $390.40 (including taxes & fees) however, Dollar tells you that Kayak doesn't include insurance so they charge you another $337.00, for a total of $727.00. What did Kayak do? ABSOLUTELY NOTHING!
Basically Kayak does nothing for you, not refunds or even taking your claim seriously. They are not going to contact the 3rd party to make sure this won't happen again, just plain simple: Kayak doesn't care. They tell you that you should have read their terms of conditions and because they are not the ones who made the final transaction, they cannot be responsible for what the car rental company does, etc.
We, the customer are completely unprotected by thieves and Kayak let them. They mislead the customer through their website (which is just a search engine!) offering different prices but more importantly they should be responsible because they are selling other companies products and services, remember: THEY ARE MAKING MONEY every time they book travel or rentals for others. STAY AWAY, do not use Kayak, book your services directly with trustworthy companies and do not let Kayak throw you out to the sharks.

Stay away! We booked our flights through Kayak which actually was through an agent called Airfare. What a nightmare! We need to change the departure flight for one passenger (we're a family with a three year old), and the customer service was horrible. They have a complicated regulation that does not allow you to change your flight within the next 8 days of your original flight and you will have to change your return flight too if you change your departure! And they claim it's the airlines regulation where it in fact is not. Yes, we crosschecked with the airline. What a scam! Don't EVER EVER EVER USE KAYAK! And beware of a company called Airfare, they're scammers!

DO NOT BOOK YOUR FLIGHT THROUGH KAYAK.COM! The worst customer service I have received in a very long time and I have worked in customer service for the last 10 years. I found a great deal on their site a week ago and quickly booked it. Fast forward a week and I check my credit card account, only to see that I had not been charged for the flight. I quickly call Kayak.com customer service and they tell me the booking was cancelled because of an error (hmmm is this sounding familiar? What is with Kayak and all the "errors"?). What the error is, who knows, because the same exact flight is still available on the Kayak website. The woman I spoke with told me they sent me an e-mail telling me this BUT THEY DID NOT! I checked every inbox I have, including my spam and promotions folder, as well as my deleted folder. So I check their site for the same flight and lo and behold, IT IS $150 MORE EXPENSIVE. Does the customer service rep care? Not in the least, and tells me there is nothing she can do. I start to ask for her name and she HANGS UP ON ME while I am mid sentence. This irritates me beyond belief so I go on the Kayak.com site to send a complaint, only to be e-mailed back with basically the same response, that there is nothing to do and "it is my decision if I don't want to use them again." I will NEVER use Kayak.com again and I will tell everyone I know that they should not use it again. There is no excuse for such terrible customer service and horrible policies. PLEASE DO NOT USE THEM! Use their site to find the best deal, then go to Priceline or the airline site which are always the same price. HORRIBLE HORRIBLE HORRIBLE. I wish I could give negative stars.

I had a really unpleasant experience with Kayak.com. Booked a FLY ticket, NEED to reschedule and... there was nobody to help me. It is useless to talk with their agents at all. They do not care about anything. When I asked to connect me with the Manager - here is the same story - I was waiting the manager for more than 15 minutes and finally was told that he is busy and he would give me a call back later. Guess what! Nobody called. I call myself a stubborn person. I honestly tried for two weeks! But the Manager is always busy and NEVER called back! I do not trust KAYAK.COM at all. And you will also loose your time and money with them. I checked it personally! I strongly recommend Never Deal with them.

I had never used Kayak before this weekend. My experience is a nightmare and it could end up costing me thousands. They quoted me one price and sent me my booking. Then, the travel site they linked to sent me the booking. The itinerary was correct. I later found out that they had made an error and the site they linked to rejected the booking. Kayak.com accepted all four legs of the trip while the travel site they linked to only supports a maximum of three legs per booking. My world cup trip is ruined! Trying to get the right flights is impossible, and certainly not for the price we were originally quoted. The deal on the flight was the basis for the entire trip. I think it is very important that everyone heeds my warning: do not use this site. You will be stuck with any problems in the end and they will skirt all responsibility through fine print. It is amazing that they could get away with this!