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Business Profile

Online Travel Agency

Kayak.com

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Travel Agency.

Complaints

Customer Complaints Summary

  • 60 total complaints in the last 3 years.
  • 10 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/15/2022

    Type:Product Issues
    Status:
    Resolved
    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 contacted both Kayak and ******** with no luck. I booked a trip to ****** and need to change the dates. ******** says I need to call the Airline. The airline says that I need to call ********. Now look up ******** reviews and see they have 66 1 star reviews. Most reviews state that the company does not help. I called ********* and they stated that ******** has to call them on the Trade Line and they would make the changes. I have sent numerous emails to this company with no resolution. I pointed out that the following
    ********************************** ***************** to existing tickets, prior to current scheduled trip departure $150.00
    Clearly states that you can make changes but they refuse to do this.
    I just want my date changed and that is it. I am willing to pay the 150.00 as outlined in their terms and conditions

    Business Response

    Date: 08/26/2022

    KAYAK is in receipt of this complaint.  The traveler was advised regarding the change possibility and of the fact that his fare is a restrictive type.

    Meaning, changes and refunds are not allowed. ******** was advised by the airline to follow the fare rules of the booking.

    For further assistance the traveler will need to contact their service provider ********.

    Customer Answer

    Date: 08/26/2022



    Complaint: ********



    I am rejecting this response because:

    They are not being truthful.  The terms are on there website.

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

     

     I asked them to provide  written  proof on my invoice  or in the order of this being restricted and they never provided.

     

    also please  look at reviews below.  I am not the only person  complaining 

     

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



    Sincerely,



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

    Business Response

    Date: 09/02/2022

    KAYAK is in receipt of this rejection.  ******** has advised KAYAK that the traveler was advised to provide confirmation in written form from the airline rep to confirm the exception.  For further assistance the traveler will need to contact the service provider for the booking.  

    Customer Answer

    Date: 09/02/2022



    Complaint: ********



    I am rejecting this response because:

    They are lying  about bthis. They stated the airline  rejected the change  but they have never provided  anything in writing.  I called the airline  and the airline  stated all ******** vhas to do is contact  the airline  on the TRADE  line and they would  change the date but they failed  to do this. They need to do what is outlined  I. Their terms and conditions  right in their website  and on the invoice 

    Sincerely,



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

    Customer Answer

    Date: 09/12/2022

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

     

    Please close this request  and let business  know that I will use the ticket on the 29th of Sep and do not want to change now

  • Initial Complaint

    Date:08/10/2022

    Type:Product Issues
    Status:
    Answered
    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 BOOKING number: *******
    *** booking number : 3FQCIU
    I purchased three tickets on October 2021 from ***** to ***** for 12/28/2021 at the time of travel there was a change in rules and regulations to travel to ***** because of the COVID 19 omicron situation, and the exceptions to travel were you needed a reason that wasn’t tourism or business to enter the country. My family and I were not allowed to fly and Kayak nor *** want to return the money I spent on these flights which was a total of $1084.50. I asked for a voucher as well as a full refund and none has been granted. Please help me with this situation.

    Business Response

    Date: 08/12/2022

    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 indicates voluntary cancellation made directly with the airline.
    As per the customer’s request, ************ Airlines processed the refund based on the fare rules
    and airline policies.


    The result was, since flights were confirmed and scheduled to depart at the moment of
    cancellation, the tickets were not eligible for full refund as per the fare rules and airline policy.
    Therefore, only a tax refund in the amount of $20.90 per ticket was processed.


    Our service team informed the customer regarding the above-mentioned, however, the traveler is
    declining to provide us authorization to process the refund back to his credit card because he is not
    accepting the refundable amount.


    Due to the fact that the traveler made voluntary changes directly with the airline and the ticket is
    already in refund status as per his request, providing any kind of assistance in securing additional
    refund or credit for future travel from our end is no longer possible.
    Shall the customer provide authorization for us to initiate the refund, a credit will be issued back to
    the original form of payment within the next 5-7 business days.
    We are confident this information addresses the matter at hand.


    Thank you,
    KAYAK Service Team.

  • Initial Complaint

    Date:07/29/2022

    Type:Product Issues
    Status:
    Answered
    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.
    Plane tickets purchased. A connecting flight was canceled. Kayak informed me a refund would be issued after travel was concluded. 48+ hours have passed and no contact.

    Business Response

    Date: 08/10/2022

    KAYAK is in receipt of this complaint.  When the traveler searched on KAYAK it appears they selected to book with a provider that allows the traveler to remain on KAYAK.  The traveler will need to contact the service provider for the booking in this case ChatDeal.  The traveler will find their contact information in the email confirmation they received.

    Customer Answer

    Date: 08/15/2022



    Complaint: ********



    I am rejecting this response because: This purchase was made through Kayak and Kayak should work with their provider to get this resolved with the customer (me).  



    Sincerely,



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

    Business Response

    Date: 08/26/2022

    KAYAK is in receipt of this rejection.  KAYAK is an online travel search site designed for travelers to search and book their own travel.  ******** is an online travel agent that shows within KAYAK's search results and offers travelers the option to book with them while remaining on KAYAK.  As the traveler selected this option ******** will be their service provider and the provider that charged them for the booking.  For further assistance the traveler will need to contact ********** service center.

  • Initial Complaint

    Date:07/22/2022

    Type:Product Issues
    Status:
    Answered
    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.
    Booked flights for my sister-in-law and mother-in-law through Kayak on June 1, 2022, but had to cancel last minute. As per website, if it's cancelled within 24 hours of booking, full refund will be provided and refund will be processed within 2-4 weeks. We have been trying to get in touch via hotline (no answers and referred to Chat) and Chatdeal (no direct answer on refund). I've been trying to get through their social media accounts and no luck so I'm hoping they will finally take notice and process the refund. We're due $4,416.80 for refund of 2 tickets.

    Business Response

    Date: 08/10/2022

    KAYAK is in receipt of this complaint.  ********* a partner of KAYAK would be the service provider for the booking.  If the reservation was canceled it will be ********** policies that would apply.  The traveler will be able to find ********** contact information in the email confirmation they received.

Kayak.com is NOT a BBB Accredited Business.

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