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:07/17/2023

  Type:Sales and Advertising 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.

  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

  Date: 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 Answer

  Date: 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 Answer

  Date: 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

  Date:07/10/2023

  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.

  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

  Date: 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

  Date:06/13/2023

  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 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

  Date: 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

  Date:05/15/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  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

  Date:05/15/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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 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

  Date: 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 Answer

  Date: 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,
  
  
  
  ***** **********

• Initial Complaint

  Date:05/15/2023

  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.

  Beginning February 03, 2023, my wife purchased 4 round-trip tickets to *****, via the agent services of KAYAK.COM. The flight and tickets were shown as available and KAYAK.COM took our money, as charged to our credit card (CapitalOne Master Card). This is reflected on our CapitalOne statement as being charged by, "BOOK WITH KAYAK *************" on Feb 03, 2023. This was confirmed by KAYAK partner, ******** on correspondence related to Receipt #*******. On 8 subsequent occasions, we were processed, confirmed, booked and then CANCELLED for various tickets with ********. Each time, we were informed by KAYAK/******** that seats were available, then each time we attempted to confirm, we would learn (by attempting to pick our seats on the ******** website) that there were actually no outbound reservations at all. We were repeatedly told by KAYAK/******** reps that they only needed a couple more days to sort it out. Days would pass. Nothing. Promised return calls from service rep "Vicky" would likewise never come. We requested replacement tickets from KAYAK on an airline with flights for the same day. Nothing. We eventually had to book our own separate tickets at far greater cost, while Kayak repeatedly told us (and still is) that it was not their responsibility to refund our $ because the $ was now with ********, not Kayak. They still insist that it is now our responsibility to seek our own refund from ********, with whom we never transacted anything, as our credit card statement shows. To date, KAYAK/******** Reps continue to delay, obfuscate, deny and counter-accuse, even claiming it was wrong of us to dispute the credit card payment, going as far as to say they do charge credit cards (in a ******* posting) which is not true. They claim now that their legal team is involved and it could take 4 months to secure our refund, but with not guarantee we will receive one. I cannot recall a business transaction this abusive and costly in time and emotional strain. Please help.

  Business Response

  Date: 06/01/2023

  To whom it may concern,
  Thank you for bringing this matter to ********’s attention. We take customer satisfaction seriously
  and would like to take this opportunity to address your concerns.
  Review confirms multiple involuntary changes into the booking made by the airline. In response, our
  service team tried to provide and confirm alternative options per the customer’s request, however,
  issuing the ticket required authorization from the carrier.
  Since the reissuance process took longer than originally anticipated, the passenger booked a
  different reservation and requested a refund instead. The reservation is eligible for refund, however, it
  requires authorization and action from the airline, in this case, *** *******. The traveler has been
  informed through an email in regards to the above-mentioned restriction.
  Once *** ******* authorizes the refund, a credit will be processed back to the original form of
  payment. As for timing, due to the pandemic and the overwhelming volume of refund requests
  generated to airlines, the entire process time is lengthy.
  As the carrier provides updates to our team, we will communicate the status directly to you including
  a confirmation when the refund process is finalized by *** *******.
  We are confident this information addresses the matter at hand.
  Best regards,
  ******** Service Team.

• Initial Complaint

  Date:05/10/2023

  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.

  On May 5, 2023 I went online to ** ********** and booked 3 nights. The posted price was $85 per night plus 12% tax & $15.68 resort fee per night $110.88 x 3 = $332.64. I was charged $178.49 for a deposit. I thought it odd that their total was $395.23 and planned to discuss that at the hotel. When I went to check out and brought up the $62.59 difference in price, they claimed I booked through a third party, KAYAK. I have never used Kayak. Everything on the page I was on stated/indicated ** ****** *** ******. I tried calling Kayak, you cannot get a person & the machine hangs up on you. Their website doesn't have a real feedback area where I can ask how did I end up on your site? Where's the $85 ($110.88) per night price I was quoted? If you need the booking reference, please email me. I tried to enter it at Kayak.com, but they simply said they don't do the booking, it's handled by a booking agent and I'll have to see my cc statement to get more information. I have no idea how my reservation was hijacked. I will make sure everyone I know will never uses kayak & to be Aware that they quote one price & charge another & then you can't reach a real person. I tried calling their home office in **, but I think that 203 # is disconnected. I will write a letter. I'm not very hopeful that will do any good, but I will try. I am so very thoroughly disgusted!! I just want my $62.59 back.

  Business Response

  Date: 05/18/2023

  KAYAK is in receipt of this complaint. It appears the traveler searched on KAYAK and booked elsewhere. When travelers search on KAYAK, KAYAK will display results from different providers. Travelers can book directly with the hotel, through online travel agencies, or with a provider that allows them to remain on KAYAK. For further assistance the traveler will need to contact the provider they selected to book with. If the traveler is unsure we suggest they check their email confirmation or credit card for details. Thank you.

• Initial Complaint

  Date:04/12/2023

  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 the air ticket from ******** *** *** to ******** ***** two weeks ago, but I found out the trip listed in their website (******* ******* ** *** **) was stopped on Dec. 23, 2020 and still haven't resumed yet. I would like to get refund for my trip as it is not going to happen because of the airline issue. The ******* ****** is planning to resume ** *** *** ** *** in June 2023 but not the one I purchased.(Source: ********************************************************************************************************************************************************************************************* *************************************************************************************************************************

  Business Response

  Date: 04/19/2023

  KAYAK is in receipt of this complaint. It appears the traveler selected to book with a provider that allows them to remain on KAYAK. It will be the policies of the provider they selected to book with that will apply. For further assistance with this booking the traveler will need to contact the provider they selected to book with.

• Initial Complaint

  Date:04/04/2023

  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 have few complaints about kayak.com aka ******** -
  First- apparently they charged me 2 times on a one time deal. I found it out long after and inform them, they asked me to send them a copy or the bank transaction - I did. They said that there's a mistake with n their raise and a supervisor will contact me and they will issue a refund- that was more than 2 weeks ago and it never happened, not the call back or the refund. I try reaching them many times via phone and emails and nothing.
  Amount was $2068
  
  2- I had a credit with them for future flight on the same amount (original flight was cancelled), a credit I could use for a year, I try using it and they gave me a real hard time with crazy restrictions that they made up and without any airlines policy. They also asked me to add more money even if the actual airlines fare was much less on their website. After I did it all and booked that flight (all premium seats) and asked them to chose my seats on the time of the reservation - they said I could do that only after the payment will me made and only then they will send me the reservation confirmation by email
  And then o would be able to choose my seats. I believed them, paid the extra charge, did everything as they asked and then I got the email
  Confirmation with complete different reservation than what I've been told! The flight was half premium and half economy, the return was all economy, while I was paying for premium and completely confirmed 10 times it's all premium seats. Now I'm trying to get an hold of them, each time they put me on hold for an hour time! And then or the call is dropped or they say they can't help me and I need to talk with the same representative that booked me this flight, of course he never there or never answer the emails I send.
  It's just unbelievable how bad this company is and feel like a big scam!! Stealing money from people, charging twice the amount, not answering calls and emails, they owe me $4600!! I need someone to help me

  Business Response

  Date: 04/19/2023

  KAYAK is in receipt of this complaint. ******** is a partner of KAYAK. If ******** has. issued a voucher it will be ********’s policies that will apply when using the credit. For further assistance the Traveler will need to contact ********’s service center.

• Initial Complaint

  Date:02/27/2023

  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.

  In August ‘22 I purchased a ticket on Kayak.com with insurance. I was notified by the airline the flight would be delayed by a day. I could not make the new change due to flying different airlines to the location and not having somewhere to stay on short notice. I contacted Kayak.com and I was informed I could get a refund because of the change. I did not get the money back when I was told it would be in my account. I contacted them a month later, and was told I had to authorize the refund. I authorized it and went another series of procedures and again did not get the money. They said they had been trying to contact me via phone. I haven’t gotten a call. Come January ‘23 I still did not get money in my account. I have since emailed my last point contact named Frank. I let Frank know there was insurance on flight and I have not gotten any money back. No response. I last emailed him in February. Still nothing. To date I have not gotten a call or a credit for my purchase that I could not use because of circumstances surrounding a flight that was changed that I had no control over.

  Business Response

  Date: 03/08/2023

  KAYAK is int receipt of this complaint. Searching by the information provided by the traveler it appears they booked with ******** while remaining on KAYAK. ******** fully supports and services this booking. For further assistance the traveler will need to contact ********’s service center.

  Customer Answer

  Date: 03/28/2023

  I previously opened a case regarding my lack of refund monies with Kayak.com. I did not receive any notification from BBB that I was supposed to return information to them. This is to reopen case #******** that has the information provided that Kayak.com said they would issue refund but to date they have not.

  Business Response

  Date: 04/07/2023

  KAYAK is in receipt of this complaint.  The booking provider is *********  If the traveler was advised they would receive a refund it would be provided by ******** as they are the service provider.  For assistance with the status of the refund the traveler will need to contact *********

  Customer Answer

  Date: 04/18/2023

  ***** ******* ********* ****************************
  ***** ******* ***** *** **** ***** **
  *** ********** ***********************
  ******** ****
  
  
  

  Hi,

   

  I previously filed a complaint with BBB against Kayak.com to get a refund on an insured flight. To date they have only contacted me once saying that the issue has been resolved, but I have not seen the refunded money. 

   

  BBB closed my case saying I never responded. I never received anything from Kayak.com to respond to. The attached is my latest correspondence.

   

  This is not resolved,

  ******* *********

  Business Response

  Date: 04/19/2023

  KAYAK is in receipt of this. complaint.   ******** has advised KAYAK the email concerning the refund was sent to the traveler and is waiting on the traveler'ss confirmation.  The traveler will need to contact ******** for assistance.