Kayak Customer Service Issues

I recently bought a ticket through the Kayak app, a platform I have used multiple times without issues. However, this time, the ticket was issued by airfare.com. Due to an emergency at work, I need to either change or cancel the flight. Unfortunately, my experience with airfare.com's customer service has been terrible, and the change fees for new tickets are exorbitant. I would like to lodge a formal complaint about this matter. I am hoping to connect with a Kayak representative instead of dealing with airfare.com, as they have not been helpful. I have been a loyal customer of Kayak for years and have had many successful ticket purchases in the past. If this matter is not resolved satisfactorily, I may have to reconsider using your services in the future. Rest assured, I am prepared to escalate this issue by filing a complaint with the BBB and providing all relevant emails and correspondence with airfare.com. Thank you.

Hello, I'm Bar Gerby, and I encountered an issue while booking flights using your app. On March 14, [redacted], I attempted to book a flight from Lima to Cusco for myself and 5 friends for March 17 at 3:15 pm. I completed the details but the app did not confirm the reservation. I then tried to book the 6:59 pm flight without success. The next day, I tried again for two people and finally received approval. However, I woke up to notifications that both the 3:15 pm and 6:59 pm flights were scheduled. I checked my credit card statement and saw I was charged twice. I appreciate your app but this mistake resulted in two flights within close hours. I am requesting a refund for the 3:15 pm flight from Lima to Cusco on Avianca [redacted]. Thank you.

I made flight bookings for my daughters through Kayak on April 12, [redacted], for a trip from San Francisco to Cancun. The booking was routed through JustFly for customer service. Due to a glitch on their website, my contact email ended up changing my daughters' names to mine, and I only noticed this after booking. I called JustFly right away to cancel and rebook, but they couldn't cancel the flight booked through Interjet. After contacting Interjet directly to cancel, I received a confirmation email from JustFly. Despite being assured the charge wouldn't go through, there was a pending charge on my credit card. Called Interjet again to confirm cancellation, but they directed me to JustFly for the refund. JustFly insisted that only Interjet could issue the refund. However, JustFly disconnected me during a call to confirm the cancellation with Interjet. Subsequent calls to JustFly led to conflicting information, with one representative stating I shouldn't expect a refund. The situation remains unresolved, and my efforts to clarify with JustFly have been unsuccessful. The JustFly confirmation number is [redacted]-[redacted]-[redacted], and the Interjet confirmation number is I8HG5M. The booking name is under Cecely Rose Sterling-Maisel and Richard Ariel Maisel. Your assistance in obtaining the promised refund within the 24-hour window would be greatly appreciated.

I am arriving in Seattle (Seatac) on 4/22/19 and departing on 5/7/19. Yesterday, I called to confirm my reservation and was surprised to learn from Ruth at the pickup location that it is in downtown Seattle, around 30 miles away from the airport. This is highly inconvenient and not part of our planned route. Despite contacting Sixt customer service, I was informed that they couldn't modify my reservation due to booking through a third party, and I must reach out to Kayak. This situation is frustrating, and I hope there is a way to adjust the pickup and drop-off locations to be at the airport.

Due to a family emergency, I need to adjust the pick-up time for reservation LFXP0983CE from 8 am to 11 am on April 24th. Additionally, for reservation LFXP0983C2, I need to change the driver's name to Julia Pettit for pick-up on April 26th at 8 am. The stress from the situation led to errors in my bookings. I can't modify the details directly with the rental company since I booked through a third party. Please assist me in resolving these issues.

I initially booked my flight through Kayak but it ended up going through Justfly.com, a site I'm unfamiliar with. I tried to change the date with the airline directly but was informed I had to go through Justfly for any modifications. Justfly quoted me a $[redacted] change fee, $[redacted] more than the airline's fee. They referred me to the terms and conditions, which I couldn't locate initially. I found them buried on Justfly's homepage, not where I accessed the site through Kayak. My non-refundable ticket prevents me from booking direct, and I'm apprehensive about canceling duplicate insurance policies due to Justfly's unhelpful customer service. I've had positive experiences with Kayak in the past, assuming companies on your site were trustworthy. Despite multiple unsuccessful attempts to resolve this with Justfly and Norwegian, I'm determined to sever ties with Justfly, deal directly with Norwegian, pay the airline's $[redacted] change fee, and secure a reliable insurance policy. I trust this matter will be promptly addressed and resolved to my satisfaction. Thank you for your attention. Best, A.S.

I booked a round trip from JFK to DTW for May 2 and May 4. Trip ID: JN2TP7. The Delta flight on May 2 to DTW went smoothly. However, on May 4, there was an issue as the airline had no record of my reservation for flight AA [redacted] from DTW to Charlotte and AA [redacted] from Charlotte to JFK. As a result, I had to book a last-minute flight for $[redacted] and stay overnight in DTW to make it to work the next day. My credit card was charged for this unexpected expense, and I am seeking compensation for the errors made by Kayak. I can provide the confirmation email for further review.

I used Kayak.com to book round-trip airfare through CheapOair. The rate displayed on my receipt was $[redacted], and after entering all my credit card details, I received confirmation numbers from both CheapOair and the airline. However, CheapOair later canceled my reservation, claiming the correct rate was $[redacted], not $[redacted]. Despite having confirmations and receipts for $[redacted], their customer service supervisor refused to honor the original price and would only offer to cancel my booking. This experience left me feeling like a victim of fraudulent practices. I urge Kayak.com to consider their partnerships with companies like CheapOair, as this reflects poorly on their reputation. I am disappointed that I can no longer trust CheapOair or Kayak.com for my travel plans. - Karon Schmoker Craig. (I can provide screenshots as proof if needed.)

I am looking to get in touch with a member of the executive board at KAYAK. I recently called reservations to reschedule my flight and was informed that if I do not provide another date immediately, I will lose my ticket. I am confused as to why it matters if I choose a new time today or at a later date. Why can't I keep my ticket and select a new date without specifying the time right now?

I made a booking on May 9th through Kayak.com, selecting an option that gave me the best price and travel time. After being directed to eDreams, I received the confirmed ticket for my chosen option. However, I discovered that the return flight from MSP to Boston has been rescheduled, resulting in a transit time of 10 hours in Boston before catching my Dubai flight. This change was made without my consent, and as a 67-year-old traveler, a 10-hour transit is difficult for me, especially considering my onward journey to Dubai and then Delhi. I kindly request to revert to the original itinerary. The eDreams booking reference is [redacted] and the Emirates reference is VUYU3O. - GURNAM S.

I made a flight reservation on May 9th through KAYAK.com, choosing the best option for price and travel time. After being directed to eDreams, I received a confirmed ticket for my selected itinerary. However, I recently discovered that my return flight from MSP to Boston has been rescheduled, increasing my transit time in Boston from 1 hour and 45 minutes to 10 hours. Considering my age of 67, this extended wait is unmanageable for me, especially with upcoming flights to Dubai and Delhi. The change in schedule was made without my consent, and I am requesting a return to my original itinerary. The eDreams booking reference number is [redacted], and the airline is Emirates with booking reference VUYU3O. Thank you. - Gurnam Singh

I made a reservation for a flight on May 9th through KAYAK.com seeking the best price and travel time. I was directed to eDreams, and I received a confirmed ticket for my chosen itinerary. However, on my return trip from MSP to Boston, the flight time has been rescheduled, causing my layover in Boston to increase from 1h45m to 10 hours. As a 67-year-old, a 10-hour layover is challenging for me since I have onward flights to Dubai and Delhi. This change was made without my consent, and I am requesting to revert back to my original itinerary. The eDreams booking reference number is [redacted], and the airline reference number for Emirates is VUYU3O. -Gurnam S.

I thought I had booked flights for July from Boston to Seattle for a round trip. However, I later realized today, June 7th, that the dates were actually for June instead of July. Despite taking responsibility for my mistake, I did not receive any emails reminding me to check in for my upcoming trip, which would have helped me catch this error earlier. JetBlue mentioned that if I had contacted them before the flight, they could have refunded my money. Since the flight has already departed, they consider the money forfeited. JetBlue suggested contacting kayak as they should have sent reminders about the upcoming trip. I am wondering if it is possible to get a refund for the first leg of the trip from Boston to Seattle since there were no notifications leading up to the flight.

Booking #[redacted] was made online for Wednesday, but upon arrival, the owner claimed the reservation was actually for Thursday. I was asked to pay cash for the night along with a $50 deposit. Later, when I returned to my room with another person and a service dog, the owner accused me of lying about the number of guests and the dog. Despite showing him my service dog certificate, we were kicked out of the room. The owner only refunded the deposit, keeping the $69 room charge. The police informed me this was a civil, not criminal matter and couldn't intervene. Currently, we're sleeping in the car. Taraneh Bidari

I require written confirmation of my flight booking for a round trip from NYC to Cancun with Interjet. The reservation number is X72RXI. I have been assured over the phone by two Interjet offices that the reservation is valid but have yet to receive written confirmation. I need this email confirmation to prevent any issues at the airport. Specifically, I am looking for confirmation that the entire round trip ticket is valid, including the flights Interjet [redacted] from Cancun to Mexico City on July 8 and Interjet [redacted] from Mexico City to JFK on the same day. The Delta flight from NYC to Cancun on July 5 is fine. I am under time pressure, so your prompt assistance is greatly appreciated. Thank you, Ernesto O.

I am following up for the fourth time regarding my reservation X72RXI. Despite being informed twice by two different Interjet divisions over the phone that it is confirmed, I haven't received written confirmation. Could you please email me at [redacted] to verify this for my airport check-in? I booked a NYC to Cancun round trip ticket through Kayak. The outbound Delta flight on July 8 shows no issues. However, the return Interjet flight from Cancun to NYC on July 8 is unclear. Interjet representatives assured me over the phone, but written confirmation is needed for my peace of mind. The itinerary includes Interjet [redacted] departing Cancun at [redacted], followed by Interjet [redacted] departing at [redacted] for JFK, arriving at [redacted]. Please urgently send written confirmation to my email. Thank you, Ernesto O.

We made 2 reservations on DL for a round trip from RDU to DTW on August 29 to September 3. We entered our credit card details, and the cost for one ticket appears as $[redacted] for the round trip. However, the transaction is stuck on "Processing" on our computer screen without any progress. We are looking for confirmation from Kayak regarding the purchase of these two seats. On the screen, we see Chase and Visa icons, and a spinning wheel with "Processing," but the transaction is not going through.

I bought a flight ticket from China to Los Angeles through Kayak with a Priceline trip number [redacted]-[redacted]-[redacted]-71. On the day of my flight, I received multiple emails and notifications saying the flight was delayed, but when I got to the counter, they told me the flight wasn't delayed and had left on time. I had to purchase another ticket for [redacted] US dollars on top of the [redacted].26 US dollars already spent. When I called customer service, I encountered poor service. The first representative didn't believe me, the second put me on hold for 15 minutes after a brief conversation, and the last one said I was being transferred to an escalation team but the call got disconnected after 10 minutes on hold. It has been a truly terrible experience.

Hello, I'm Hanouf Alazmi. I've been attempting to book tickets on your site for the past two days. Just now, I finally reached the final step, but then I got this message: There was a hold for KD 0.[redacted] on VAYAMA.COM SAN JOSE CA US transaction. The available balance is KD ***.***. The amount will be deducted later. Can you please clarify what this means? In addition, why is a third party part of the booking process?

I am having issues with my Kayak account linked to the email [redacted] When I tried to book a seat on flight AA144, I completed all the required information including payment details, but encountered an error message after submission. While I received an email confirming the purchase of flight insurance, I did not receive any confirmation of my ticket booking. I had to retry the booking and this time it went through successfully, resulting in a second insurance purchase confirmation. I only intended to purchase one seat and one insurance policy for AA144. I kindly request assistance in processing a refund for the extra insurance purchase. If the erroneous booking attempt does result in an additional ticket, please cancel the second booking. I specifically selected window seat 35A in the AA144 main cabin and only need one ticket. Thank you for your help.