We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Online Travel Agency

Kayak.com

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Travel Agency.

Reviews

Customer Review Ratings

1.23

Average of 39 Customer Reviews

Want to share your experience?

Leave a Review

Review Details

  • Shabnam A

    Date: 03/24/2025

    Shabnam A

    Date: 03/24/2025

    Kayak Must Take Responsibility for Partnering with *********!
    I have always trusted Kayak for my bookings, but this experience has left me extremely disappointed. On March 3, 2025, I booked a rental through Kayak, which redirected me to ********** **********confirmed my booking with **** Rental Car, but when I arrived, Kayak refused to rent to me because I’m a ******** resident—a policy never disclosed at booking.
    I immediately called ********** and they admitted they were unaware of this rule. They canceled my reservation and promised a full refund within 10 days. It has now been 21 days, and my $341 is still missing. Every time I contact ********** they pass me from one rep to another, only to say they can’t confirm the cancellation with ***** so they won’t refund my money.
    This is why Kayak is responsible: Kayak partners with ********** a company with 7,500 BBB complaints in three years, 2,500 in the past year alone. Kayak must:
    1. Hold **********accountable for failing to issue refunds.
    2. Demand answers on why customers are passed around with no resolution.
    3. Cut ties with ********** whose horrible service is damaging Kayak's reputation.
    I’ve always relied on Kayak for travel bookings, but this experience has shattered my trust. ***************;s refusal to refund me, despite confirming the cancellation, is unacceptable. Kayak must step in and demand that **********resolve this immediately. If I don’t receive my refund soon, I will be filing a BBB complaint against Kayak as well. Customers deserve better!

    Kayak.com

    Date: 03/25/2025

    Please reach out to our Consumer Support team via KAYAK.com/support with more details. They will be able to point you in the right direction. Thanks!

  • Leonardo M

    Date: 10/25/2024

    Booked through Kayak and after booking kayak sent my booking to “Underpricer” without my knowledge or choosing.

    This company is a complete scam that after 24 hours gives you no recourse in solving any problems. Kayak takes no responsibility as they claim to be a third party search engine.

    I selected to travel with carry ons and no carry ons were provided in my flight confirmation. I was also signed up for a 1 star hotel in Southeast Asia without my consent.
    Although my flight is 5 months away I am given no option to cancel the flight.
    I called underpricer and they are charging a $500 fee on top of the $400 airline fee which is half the price of the tickets.
    Kayak provides no support. Neither does the scam agencies they connect you to.
    Avoid at all costs.

  • Tim D

    Date: 07/29/2024

    Zero stars. In the past, I used to use Kayak with no issues...now they seem to be part of a scam organization.
    I found the flight we wanted with ********** The booking link took me to **************. Since I had used Kayak before, I completed the booking.
    I got a call within 5 minutes from *********** They said the Kayak and ***********site was not up to date and the flights were no longer available. They said I couldn't cancel, but I could change my flight. I had to change airports, airlines and times and it cost more. I reluctantly confirmed that change thinking I had no choice.
    ***********lied, I could cancel, however, ***********kept almost 1/2 of the money for "taxes".
    Bait, switch and scam.

  • Catina D

    Date: 06/24/2024

    Catina D

    Date: 06/24/2024

    Booked a hotel on Kyak during a 23 hour drive. I saw a section before choosing the hotel that stated Free cancellation and pay at hotel. Once I chose the hotel, it told me to reserve with my card. I did. After receiving confirmation i realized it was booked in the wrong location. I immediately contacted Kyak which was Eurotravel and they refused to cancel, change location, or refund my money. I spoke to the hotel, and was told there's nothing they can do. Kyak is a scam. I will continue to persue my refund.

    Kayak.com

    Date: 06/26/2024

    Please reach out to our Consumer Support team via KAYAK.com/support with more details. They will be able to point you in the right direction. Thanks!

    Kayak.com

    Date: 07/30/2024

    Please reach out to our Consumer Support team via KAYAK.com/support with more details. They will be able to point you in the right direction. Thanks!

  • Eddie S

    Date: 05/23/2024

    Eddie S

    Date: 05/23/2024

    Zero stars. I rent a car through Kayak. They charged me a prepaid amount that was suppose to be paid to the car rental. It was not. Individual I spoke would not help. When asked to speak with a supervisor, he hung up on me.

    Kayak.com

    Date: 05/29/2024

    Please reach out to our Consumer Support team via KAYAK.com/support with more details. They will be able to point you in the right direction. Thanks!

  • Tara B

    Date: 03/22/2024

    Tara B

    Date: 03/22/2024

    Kayak doesn’t actually book anything for you but they also don’t tell you that. They switch you over to whatever booking site they want & don’t ever even give you the name. I’ll never use Kayak again. Booking.com is a better option.

    Kayak.com

    Date: 03/26/2024

    Thank you for your comment. KAYAK is an online travel search site designed for travelers to search and book their own travel. You can learn more about how KAYAK works by visiting ****************************

  • Terry W

    Date: 03/10/2024

    Terry W

    Date: 03/10/2024

    We spent a lot of time booking a flight on Kayak.com and found a great deal. Everything went fine and they charged our credit card. I received a text in the evening saying they couldn't honor their offer and how would we like a refund. For me this was basic contract law-offer/acceptance and we have a contract. Just annoying. Please be aware that you need to opt for a credit card refund or they will give you a useless company credit.

    Kayak.com

    Date: 03/26/2024

    Please reach out to our Consumer Support team via KAYAK.com/support with more details. They will be able to point you in the right direction. Thanks!

  • Jean S

    Date: 02/01/2024

    Jean S

    Date: 02/01/2024

    Can’t change email for the account and can’t delete account. To delete we are told a 6 digit verification code was sent to our email, but never arrived.I clicked resend several times. When you call their support number it’s automated. You can’t get a real person. If you notice their responses to the complaints here don’t really give real solutions and no apologies.

    Kayak.com

    Date: 02/07/2024

    Thank you for posting this review. Please reach out to our Consumer Support team via ***************** with more details. They will be able to point you in the right direction. Thanks!

  • Jean S

    Date: 01/30/2024

    Jean S

    Date: 01/30/2024

    Horrible. DO NOT USE KAYAK. Flight was cancelled by airline and Kayak offered rebooking or refund. I opted for refund and then they told me that they had not received refund approval from airline even though Kayak offered me the option. I tried to rebook through ****** but couldn’t because the flight was still in Kayak’s system even though it was supposed to have been cancelled. I called the airline directly to cancel and rebook but they could not refund me because original flight was booked on Kayak credit card. Right now I am working through Chase to get the refund from Kayak. ****** is a million, trillion times better and I only tried Kayak because **** ****** suggested it. The only time **** proved me wrong. STAY AWAY FROM KAYAK.

    Kayak.com

    Date: 02/07/2024

    Thank you for posting this review. Please reach out to our Consumer Support team via ***************** with more details. They will be able to point you in the right direction. Thanks!

  • Saed H

    Date: 01/16/2024

    Saed H

    Date: 01/16/2024

    They canceled my returning flight without my consent. They claimed I requested a partial refund and I never did. I will suing kayak and I will not let this go. They are very unethically and unprofessional.

    Kayak.com

    Date: 01/30/2024

    Thank you for posting this review. Please reach out to our Consumer Support team via KAYAK.com/support with more details. They will be able to point you in the right direction. Thanks!

Kayak.com is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.