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:01/30/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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 July 4th 2022 I’ve purchased a round trip air ticket through Kayak, going from *** ******* to ***** ******, ********. It costed $1,462.17 (see attached)
  
  Attached is my flight itinerary.
  
  1) On Jan 3rd, 2023 I ran into immigration problem after my check-in at the ********* Airport, I called Kayak to alert them but couldn’t get a hold of a ‘live person’. After selecting multiple prompts, a British female robot said to email, and hang up on me. I've also tried 'live chat' with no avail. Please see attached email response back. I really needed to speak to human on the spot since I was in an emergency situation. In addition, I even went on **** **** multiple times, and got no help. I had to remove my check in luggages, and waited an hour to get my luggages.
  
  My urgent online request for help submission to ********* Airlines on Jan 3, 2023, fell on deaf ears (see attached)
  
  2) I was told by ********* Airlines Ground staff (they gave me a direct phone number to call +************ I called, and the phone line was full of static,I can barely hear the customer service personnel ( I believe his name was Alex in the Philippines), I told him I was stuck at the ********n Airport, and needed to change my flight. He told me I had to go through Kayak, which I've already tried through multiple attempts. He then told me the best thing to do is to buy a ONE-WAY ticket to *** *******(then work on the refund later), which costed me USD $1548.75, through the same airlines (see attached confirmation for Jan 10, 2023.
  
  3) On Jan 4, 2023, I called ********* Airlines to follow-up on my email from Jan 3rd (see attached) since I didn’t hear back. I asked to speak with a manager, but was denied. They then told me Kayak is the company that needs to call ********* Airlines directly for the refund.
  
  I feel like I’ve been thrown back, and forth between the two parties without any resolution. As a customer, I’ve suffered a lot of emotional stress, and financial loss due to the incompetence, and lack of customer service on both Kayak, and ********* Airlines.
  
  As of today, Kayak told me they don't have a resolution for me ;(, and that it's not their problem.

  Business Response

  Date: 02/09/2023

  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 a refund request for the airline ticket. In response to the query, assistance was
  provided by the service team. Since the flights were valid and departed on time, processing any refund
  was not permitted per fare rules and airline company.

  
  In order to provide the traveler with an exception for refund, we have requested a waiver from the
  airline company, but sadly it was declined. Our service team was informed that in order for them to
  review the denial boarding incident, we must submit documentation which will serve as proof of the
  reason the passenger was denied boarding. Otherwise it is considered a standard no-show and there’s
  no applicable policy for any exceptions.

  
  With that being said, once the customer will provide us with any documentation which will serve as
  evidence, we will further assist and do our best to obtain the desired settlement.

  
  We are confident this information addresses the matter at hand.

  
  Best regards,
  ******** Service Team

  Customer Answer

  Date: 02/14/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  ********* Airlines Ground Staff in ********, was made aware of my denial to board by the ********* Immigration.  They had helped me retrieve my check in luggages (which took an hour), and had advised that they had noted the problem on ********* Airlines computer system.  I was then given +********** to call.  ********* Airlines customer service advised me to purchase a brand new ticket (even though I had an unrestricted ticket), then work on the refund directly with Kayak.

   

  The ********n Immigration didn't issue a document to deny me of my boarding but attached are item I had too file with ********n immigration  in order to get permission to leave ******** again.

   

  As a consumer, I find it highly unexpectable for being trapped, and thrown back, and forth between these 2 companies.   Please forward the attached to ********* Airlines.  If these companies insist on gauging me by taking advantage of my difficult situation, I will be forced to go to the FCC directly, and pursue both companies

   

  Thank you

  
  
  
  Sincerely,
  
  
  
  ***** ***

  Business Response

  Date: 02/28/2023

  We are sorry for the traveler’s negative experience with the refund request.
  Allow us to clarify a bit more.
  We understand that the ********* Airline representatives may have helped the traveler and advised
  regarding the option to receive a refund for the ticket, however, in the airline’s system no remarks were
  added in regards to the incident. For that reason, SQ’s refund department is unable to grant
  authorization to process any refund of the ticket.
  We can confirm that our team has cross checked the possibility for refund and to our regret it was
  declined. As an alternative option, we were advised that the passenger can keep the current ticket and
  have it for future usage, meaning, the passenger will be able to exchange it for other travel dates in
  accordance with the fare rules of the ticket. The trip must be rebooked and flights fully used before July
  
  3rd, 2023. At the moment of rebooking, the no-show penalty and the additional difference in the fare
  will be collected, if any.
  Shall the traveler wish to proceed with the rebooking, we will gladly assist. However, if the refund
  option is the only desired settlement, then we encourage the customer to work via the carrier directly to
  obtain a different favourable outcome.
  Best regards,
  ******** Service Team

  Customer Answer

  Date: 03/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because there's neither party had accepted responsibility of NO HELP (attachment 1)

   

  I'm confused about keeping my 'current ticket' for future use.  My questions are:

   

  1). Where's my current ticket?  How do I redeem that for future use?  

  2) Which ticket are they referring to, and how much?  I ended buying two tickets, one via Kayak, one via ***.

  3) What are the limitations on the reuse?  Deadlines?  Date blocks?  What class I.e. can I use it for business class?

   

  I need a spelled out, with settlement agreement offer signed and dated by Kayak or ***.

   

  Thank you

   

  
  
  
  
  Sincerely,
  
  
  
  ***** ***

• Initial Complaint

  Date:12/05/2022

  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.

  On January 24, 2021, I booked ******* ******* flights through Kayak.com for 4 passengers from ********** ****** ***** to ****** ***** ***** at a total cost of $10,763.73. The flights were for travel in December 2021. We could not take these flights because of the worldwide Covid (Omicron) situation. The ****** government had severely restricted or stopped travel for non-****** citizens at that time (all 4 passengers are U.S. citizens).
  Given the Covid situation, a couple of days before our planned trip we called Kayak to cancel our trip. Kayak charged us an additional $400 administrative fee and told us that we could rebook our tickets in the future until September 30, 2023.
  Since then, we have tried to rebook our tickets SEVERAL times with Kayak but keep on getting excuses and blockers about why the tickets cannot be rebooked. This is even when we were meeting all the ridiculous restrictions imposed on us. Kayak.com continually tried to sell us tickets that were 2X or 3X more expensive even when I could see lower fares available directly on the ******* ******* website.
  Kayak kept saying that ******* ******* is not allowing them to rebook. When I called ******* *******, I was told that they cannot help us. I have contacted both these companies multiple times and done everything I could to escalate the situation in both organizations, but to no avail. This involved frustratingly long hold times on the phone only to get more excuses. Both these companies just point fingers at each other, and I have nowhere to go.
  I cannot afford to lose my hard-earned money, especially when we were severely financially impacted by Covid. All I am asking is for ******* ******* and Kayak to resolve the situation and either give me a full refund or a ******* ******* credit that I can actually use. I have already lost a whole year trying to rebook the flights and now only have a small timeframe remaining. I was not sure whether to file this complaint against ******* ******* or Kayak as both have caused me a lot of pain, so I am filing it against both.

  Business Response

  Date: 12/15/2022

  To whom it may concern,
  Thank you for bringing this matter to ********** attention. We take customer satisfaction seriously and
  would like to take this opportunity to address your concerns.
  Review confirms booking attempt with the allocated credit. In response to the query, assistance was
  provided by the service team. Several options were provided for the requested travel dates, however,
  since it required the traveler to pay the additional difference in the fare, no changes were made and the
  credit was left as it is.
  We acknowledge the traveler’s demand for refund, but it is with our regret to inform you that we are
  unable to fulfill this request. Based on the information associated with the ticket, the fare is completely
  non-refundable. Only changes are permitted.
  Worth noting that according to our records, indeed the requested option displayed online had a lower
  price than the price offered by our service team, however, rebooking for it is not possible since it was
  considered a different - lower fare class. As per the fare rules of the ticket, downgrading to a lower fare
  is not allowed.
  Shall the traveler wish to rebook for the new travel dates, we will be more than happy to assist.
  We are confident this information addresses the matter at hand.
  
  Best regards,
  ******** Service Team

  Customer Answer

  Date: 12/16/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  Unlike what is claimed by ********, I fully attempted to book a higher fare with them and was willing to pay the fare difference. I am attaching the entire email trail that fully supports this. The fare we were talking about was published on the ******* ******* website ba.com, available for anyone to purchase. When ******** customer service did not respond to my emails, we talked on the phone. I was still told that they cannot apply the credit and simply blamed it on ******* *******.

  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:12/05/2022

  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 brought a Ticket from Kayak to fly via ****** to ********. There I contracted Covid and asked them to refund my client since I could not fly out. I'm being pinballed between Kayak and ****** and they blame each other for not refunding me the money. I had to buy an expensive ticket to get back home.
  I notified both companies in a timely fashion and provided them with an official letter with my covid results.
  **********
  Kayak-*******...*****************
  Passport **********
  4/26/22
  Case# ***************** Juliana
  ****** record locator...******
  
  Here's the email I sent to ****** on 4/17/2022
  Reference# ******
  Ticket# *************
  
  My name is **** **** (********-maiden name) Date of birth June 13, 1978
  I officially tested positive in ******** on 4/16 at the pharmacy. I was sick since 4/11 and self isolated (did a home test) I'm no longer contagious.
  
  My flight was from ***** ******** on 4/17 to ****** stopover and then to ****** ******. My family all tested negative and flew out. I'm the only one that needs a change in flight.
  Please refund my ticket so I can get a direct flight back home to ***. I don't plan on flying out this year, would prefer a refund if possible as opposed to a voucher.

  Business Response

  Date: 12/15/2022

  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 a refund request being requested. However, since the passenger was marked as a
  no-show, processing any refund was not permitted per fare rules and airline policy.
  Else to mention, due to the fact that there is a name mismatch related to the customer’s reservation and
  the submitted medical documents, the refund exception request needs to be reviewed by the head office
  agent.
  We confirm that in order to fulfill the traveler’s demand, the case was forwarded to the head office
  agent for further review. Thankfully, airline representatives informed us that the refund will be approved
  and the processing was initiated.
  Due to the overwhelming volume of refund requests generated to the carrier, the processing timeline is
  lengthy. The backlog is being cleared on priority and once an update is received of the refund process
  being finalized, we will notify the traveler directly, including an email confirmation of the refund being
  successfully completed.
  We are confident this information addresses the matter at hand.
  
  Best regards,
  ******** Service Team

• Initial Complaint

  Date:11/15/2022

  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.

  We made a reservation during Covid to travel to see family in *****. However due to *** passports service being overworked and our daughter´s passport not being delivered after paying to expedite and waiting 1.5months. We had to make use of Kayak´s policy to cancel up to 72h. They said they were seeking approval from ******* as they were killing time and using the excuse of "seeking approval from the airline".
  ******* confirmed Kayak needed no authorization from them at any time. The policy was clear. We pursued it as far as we could with Kayak after hours and hours of waiting on the line and days waiting for them to deliberate, Finally we had to change the flights directly with ******* and pay around €600 (cloase to $800).
  We did not know the existence of BBB until recently read in the news *** fining companies for failure to give refunds and comply with their policy.
  
  This is part of the email from *******:
  "Your reservation booked via Third Party with reference ****** is changeable up to 72h prior departure without change fee and only price differences are collected if any. The booking agent Kayak in this case have actually misunderstood their rights as no authorization is required from the airline for postponing the dates of your trip for a later date."

  Business Response

  Date: 11/22/2022

  KAYAK is in receipt of this complaint.  It appears the user searched on KAYAK and selected to book with *********  It will be ChatDeal's cancellation policy that will apply for this reservation.  For assistance with the status of a the refund the traveler will need to contact the service provider *********  The contact information can be found in the email confirmation.  Thank you.

• Initial Complaint

  Date:11/07/2022

  Type:Product Issues
  Status:

  UnresolvedMore 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 booked a ticket(#*************-706) with KAYAK(Receipt#*******) from ******* to ******* to see my fiancé. The round trip flights had a layover in ***** on July 2022, but due to international COVID restrictions in *****, my flights were no longer operating.
  
  I reached out to KAYAK(*****************) in regards to what I should do and was advised to cancel my ticket. After working with the airliners, KAYAK provided me with a flight credit of $1,312.87 (the cost of my original ticket) to be used before May 2023.
  
  I need to return to ******* for our upcoming wedding and would like to use this credit from *** to *** this upcoming February 19th- March 13th, 2023 and have been trying to book with your customer representative. However, after four unsuccessful attempts over the phone, I am at a lost as to how to redeem my credit.
  
  Initially I was told that I needed to pay an additional $830.92 for my flight change. This was later changed to $446. In fact, they threatened that I would lose my credit without explaining why.
  
  I find all of these additional charges to be ridiculous considering that the current market prices for my replacement trip is between $850-$950, which is already way under my credit of $1,312.87 from my original trip that was canceled.
  
  Why would I be required to pay any additional fees considering that I’m already taking a loss with a lower flight change?
  
  I've been patiently waiting for this refund for quite some time now but Kayak and their 3rd party kept saying it the ******* Airline but when I reached out to the ******* airline they said it's Kayak.

  Business Response

  Date: 11/17/2022

  KAYAK is in receipt of this complaint.  It appears the traveler selected to book with ******** while remaining on KAYAK.  It will be ********'s policies that will apply when using a credit.  
  
  The traveler will need to continue to work with ******** for assistance using the credit.  ******** will be able to provide further clarification on the charges.

  Customer Answer

  Date: 12/02/2022

  ***** ******** 
  
  
  

  This is **** ***, thank you for taking the time to call me back. Please reopen the claim ID ******** since I have not received any refund money or a call back from ********/Kayak's  management team when ********* told me about three weeks ago. I will continue to reach out to them and see if i can get a refund and  I will also  take your advice and call the Local Consumer Protection. 

   

   

  Thank you

  **** *** 

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

  Business Response

  Date: 12/06/2022

  KAYAK is in receipt of this complaint.  It does appear the provider has been in contact with the traveler regarding their booking and the change to the booking.  For assistance the traveler will need to follow up with their booking provider ********.

  Customer Answer

  Date: 12/07/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: i have already reach out ******** and they are refusing to give my refund plus on that they are charging me more money on credit line of $1312.87 when the going market price for the flight is $840 to $950.  ******** are not doing anything to refund my money or help me book proper flight within my credit line. As a result I lost money while i waited for them to response so i ended booking a new flight without the credit line. All i want is a full refund back because of the covid 19 restriction in *****. 
  
  
  
  Sincerely,
  
  
  
  **** ***

• Initial Complaint

  Date:10/24/2022

  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 was going to travel to ******** with my wife to visit my sister and I got COVID. I immediately called Kayak and they have a service called ********* They said that they would help me get a credit for future travel provided a proved I had COVID and asked me to submit a lab test. I did and I received confirmation that the process had been finalized and that I should call back when I was ready to travel to use my credit for the airline. I called the other day and they made up a series of rules saying I had to book the exact same itinerary and that it would be $1,500 per person to rebook (the original tickets were about $650 each). They told me I could call the airline directly and gave me some confirmation numbers. I proceeded to call the airline directly and they said they had no record of any credit. In fact, they said I had already travelled. When I mentioned I had done this through Kayak/******** they said that I would have to work with them directly. I called Kayak/******** again multiple times and they continue to make excuses. This is extremely unfair and I cannot afford to lose $1,330 when I properly complied with their requirements and the reason the flight was cancelled was due to COVID. I am 81 years old and this has been extremely stressful for me. Especially because my sister passed away during this whole debacle and I wasn’t able to go see her because I got COVID and I wasn’t able to rebook with the credit.

  Business Response

  Date: 10/25/2022

  KAYAK is in receipt of this complaint.  Searching by the traveler's details it appears the user searched on KAYAK and selected to book directly with *********  ******** is an online travel agent that shows within KAYAK's search results.  It will be ********'s policies that will apply.  For further assistance the traveler will need to contact ********'s service center.

  Customer Answer

  Date: 10/26/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because Kayak and ******** are affiliated and have been handling all customer inquiries. On my calls with ********, they had me check Kayak for alternate flights and indicated the ability to rebook would be based on what was available on the Kayak platform. I will also file a separate complaint on ******** but don't agree Kayak should just walk away from this.

  
  
  
  
  Sincerely,
  
  
  
  ******* ******

  Business Response

  Date: 10/27/2022

  KAYAK is in receipt of this rejection.  It appears the traveler searched on KAYAK and selected to book with ******** on their website.  Once the traveler leaves KAYAK we will have no insight into the booking.  It will be ********'s policies that will apply as they are the service provider.  For further assistance the traveler will need to contact *********

  Customer Answer

  Date: 10/27/2022

  We have a filed a separate compliant against ******** but we continue to disagree with Kayak's assertion that it retains no liability in this case.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:09/23/2022

  Type:Sales and Advertising 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.

  I purchased a ticket on 9/22 from ************* for a flight on ****** airlines between *** and *** on 12/21/22. After confirming the purchase and providing a reservation number, ******** did not provide the airline ticket. When I called customer service, I was told they cannot honor the price because it was discounted to much and offered me a higher priced ticket. This complaint is because Kayak.com advertised for ************* and referred me to their site to purchase a bait and switch ticket.

• Initial Complaint

  Date:09/21/2022

  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 used Kayak to book flights for myself and my fiance to *********** for a family vacation. I got Covid and we had to cancel our plans. ****** quickly confirmed and processed my refund request. This was approved in June. Today I found out in speaking with ****** Airlines representative that the refund was issued in July to a credit card that was not my own. Specifically, the credit card is Kayak's. So I call Kayak customer support and they ask me to re confirm the refund request and provide proof. Meanwhile, they've been holding my money for over two months and never contacted me whatsoever. Additionally, I spoke with a representative from Kayak last month who stated that everything is handled through the airline. So my first time attempting to resolve the issue, the company who had my money, told me they didn't even process the refunds. The nexus of this issue is that Kayak made literally zero effort in returning my money to me. They also mislead when I asked them for help.

  Business Response

  Date: 10/04/2022

  KAYAK is in receipt of this complaint.  KAYAK is an online travel search site, when traveler's search on KAYAK we display results from different providers.  Travelers do not book with KAYAK rather the book with providers that allow them to remain on KAYAK.  As KAYAK is a travel search site we do not charge credit cards.  For further assistance with the status of a refund the traveler will need to contact the provider they selected to book with.

• Initial Complaint

  Date:09/16/2022

  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 recently booked a flight from *** ********* to ******** *****. There are two stops for this flight package. One is in ****** through ********** ******** The layover time is 1 hour 50mins. When I started to do the covid tests required by the ******* consulate. We were told it is not applicable to do another Covid test which is required in ****** for the layover time. The Kayak company shouldn't post an unreliable flight package for the customer to choose from and put all the responsibility on the customer that lets them not able to get on the next flight. Kayak also refuse to refund the flight fee when I asked them to cancel it.

  Business Response

  Date: 09/20/2022

  KAYAK is in receipt of this complaint.  When travelers search on KAYAK, KAYAK will display results from the different providers.  The traveler selected to book with *********  It is the traveler's responsibility to have all the necessary documents when traveling.  If the traveler did not have the required information it will be the policy of the provider they booked with that will apply.  For further assistance the traveler will need to contact *********

  Customer Answer

  Date: 09/20/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I already contacted the ********** ******** They told me my flight is refundable but I need to work to Kayak to get the refund. I also contact Kayak supervisor Arron, he said he would contact the Airline for refund and reply me in 48 hours, however, he didn't response to me in 96 hours. I contacted the airline myself and cced him in the email. He didn't reply or update me at all. Whatever you are replying right now is just pushing away your responsibility because the Airline said it is refund I just need to contact the travel agency. Now that the travel agency not even kept my flight active but also not giving a proof what the airline replied.
  
  
  
  Sincerely,
  
  
  
  ***** ****

  Business Response

  Date: 10/04/2022

  KAYAK is in receipt of this rejection.  As the reservation was completed on ******** they will be the service provider and it will be their policies that will apply not the airlines.  For further assistance with the status of a refund the traveler would need to contact their service provider *********

  Customer Answer

  Date: 10/04/2022

  I already contacted them. They said they need apply through the airline. But I ordered my ticket from Kayak online platform. It is confusing I used my account on Kayak to order the tickets but it went to the other third party. 
  

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ***** ****

• Initial Complaint

  Date:08/23/2022

  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 a Premiere Business Class ticket for ********** via Kayak ********. During my purchase the ticket was not advertised or stated as being non-refundable. Once I purchased my flight ticket, I had to email Kayak ******** for my confirmation and ticket info, which is when I was informed my ticket was Jon refundable. During my travels, ********** did not allow me to board the flight and when I called to reschedule or request refund I was directed to Kayak ********. After explaining the event with Kayak ********, I was informed that the decision would be up to **********. I was told a refund would not be given and a travel credit would as not be given. Kayak ******** and ******* *** cheated me out of $2500 USD. I would like my money back.

  Business Response

  Date: 08/30/2022

  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 of the case indicates a refund and credit for future usage requests. In response, our
  service team informed the customer that since the passenger was marked as a no-show,
  processing any refund or exchange is not permitted as per fare rules and airline policy.
  We sympathize with the passenger, for that reason, we got in touch with the airline in order
  to receive an exemption from the rule, but regretfully, both of our requests for refund or credit
  were denied. Only a tax refund was allowed in the amount of $20.10 USD.

  
  We can only apologize for the frustration the passenger experienced throughout and that
  we cannot provide a more favorable outcome. But we act as an intermediary between
  customers and airline companies, we’re imposed to follow their rules and regulations.
  S**** the customer provide authorization to process the tax refund, the credit will be
  processed back to the original form of payment and displayed on a statement within 1
  billing cycle.

  
  We are confident this information addresses the matter at hand.

  
  Best regards,
  ******** Service Team.

  Customer Answer

  Date: 08/30/2022

  
  
  Complaint: 17754965
  
  
  
  I am rejecting this response because I called the airline the day of the flight and was told all requested must be made through the 3rd party; the airline and ******** was aware of my cancellation due to it being allowed on my flight.
  
  
  
  Sincerely,
  
  
  
  ****** ****

  Business Response

  Date: 09/09/2022

  We apologize for the inconvenience created, however, the statement on the refund being
  permitted on this ticket cannot be considered true. Allow us to clarify a bit more for you.
  According to the ticket fare rules – the fare is completely non-refundable and changes could
  be done prior to the originally scheduled flight only. Otherwise it is considered a no-show
  and as a result the ticket value is completely forfeited and unusable.
  
  
  While we realize the above answer is not the desired result, but regretfully, providing a
  different resolution is not possible from our end. We are bound by the airline’s policy.
  We believe this provided additional insight into the matter.
  Best regards,
  ******** Service Team.