Kayak Customer Service Issues

I attempted to book a flight with you on Oct. 23 on Air Canada to Zihuatanejo for Jan. 21. Upon submitting my payment with my Visa card, I pressed enter, and my screen went blank, kicking me off the website. I waited for an email confirming the booking, but received nothing. The next day, I tried booking again but found no available flights for Jan. 21. Consequently, I was directed to Flight Hub, where I successfully booked a flight. Recently, I checked my bank statement and noticed that you charged me for the initial booking, leaving me with two flights to Zihuatanejo on the same day.

I encountered a scam with SnapTravel. I made a booking and arrived at the hotel, only to find out their "virtual credit card" was rejected. As a result, I had to book a room again. I've noticed similar complaints about SnapTravel on the BBB, and I'm disappointed that this vendor is still active on Kayak.com. I urge Kayak to remove SnapTravel from their site and provide guidance on obtaining a refund. Best regards, J.M. Phone: [redacted]

Dear All, I have been attempting to reach out through the contact gateway listed on your website, but so far, I have not received any assistance. Could you please provide guidance on how to add our rental car fleet to your website? We are Wheelers Rent, located in Lebanon, with bank accounts in the UAE. I would appreciate your support in helping us advertise our fleet through your platform. Alternatively, kindly share a contact number for business inquiries. Best regards, Rony Irany

I booked two one-way tickets from IAH Houston to Ben Gurion Airport on January 6, [redacted], through Kayak, but was redirected to Ovago. My confirmation number is # OCD9063 from December 27, [redacted]. However, I have not received an official confirmation or e-ticket. I have contacted Ovago multiple times, and they mentioned they are addressing the issue, but I still have not received the confirmation and e-ticket. This has been going on for 10 hours now.

On January 10, [redacted], I tried to book two tickets to Shanghai. Without receiving a confirmation or itinerary, I searched the website using my phone number and the last four digits of the credit card. A message from Kayak stated "Your booking has failed." I confirmed with the credit card company that nothing was charged, and no pending payments were shown during the call. I then turned to Expedia and successfully booked the same flight that day, receiving a confirmation. However, on January 24, [redacted], I found charges on my credit card bill from Kayak. The next month, charges from Expedia will appear as well. I request an immediate reversal of the charges due to the failed booking notification. I was charged a higher price by Kayak than what I ultimately paid with Expedia. I expect a refund of $53.42 to be sent to me by check. I require prompt communication on how this issue will be resolved. I am seeking a refund for the two flights and cancellation insurance I bought, totaling $[redacted].54 ($86.00 for insurance). I anticipate a swift response. Thank you, Karry.

Good afternoon, I made a booking for my mother-in-law with Austrian Airlines through a travel agent. Unfortunately, the autocorrect feature changed the passenger's name to mine on the billing address. Austrian Airlines mentioned that it might be possible to fix the reservation by refunding the ticket with the incorrect name for a fee. They suggested purchasing a new ticket with the correct name for the same flights. The airline confirmation number is QWKZTM, and the ticket number is [redacted][redacted]. The trip is from Moscow to Montreal round trip on August 4-25. The current name on the ticket is Roksana Olsinskaya, but it should be Nina Olsinskaya. Austrian Airlines said I should seek help from the agency since the ticket was bought through Kayak.

I selected a round trip flight from Boston to San Juan, Puerto Rico. After purchasing the flight to San Juan with one stop, I encountered an issue when trying to book the return flight on Jet Blue [redacted], departing at 10:28 pm. The website displayed the flight as sold out, but even after refreshing the page, the 10:28 pm flight was still shown as available, yet I couldn't proceed with the purchase. I now need to book my return flight and am concerned as the total cost for the round trip was $[redacted] and I cannot afford to spend more. Any assistance would be greatly appreciated.

Good morning, We provide car and bus rental services and are interested in becoming a registered transport partner of the "Kayak" portal. Please provide the registration process and terms and conditions. Here are our email addresses: 1. [redacted] 2. [redacted] Our current available fleet includes: 1. Sedan - 3 (Dzire, Etios) 2. SUV - 2 (Innova, Crysta) 3. Mini Van - 3 (13-seat, 15-seat, 17-seat, and 20-seat) Tempo Traveller 4. Mid Van - 3 Maharaja seats (19-seat, 27-seat, 32-seat)

I purchased 2 flight tickets through Gotogate, Inc. via Kayak but the travel agent abruptly canceled the booking without informing me. With no record of the confirmation#, I found out about the cancellation during online check-in. The airline confirmed there was no record of my booking. I had to rebook business class tickets as no coach class was available. Despite disputing the charge with Citibank, they closed the case citing insufficient documentation without reaching out to me for more information. The travel agent refused a refund, claiming Citibank was in their favor. Initially, I made duplicate bookings with Gotogate, but they didn't provide a confirmed ticket or respond to my inquiries about cancellation. Citibank advised me to book a new ticket and put the transaction under fraud investigation. When Gotogate eventually issued tickets, they were nonrefundable. I managed to cancel one booking through Expedia as Gotogate failed to act despite multiple requests. Despite my efforts, Citibank closed the case again, stating I authorized the payment. Now, I'm unsure how to proceed to secure a full refund.

I am trying to change an existing flight from Thailand to Montreal. We are Canadian and are facing a $[redacted] charge per ticket if we pass through the US, as we are a party of 5. Our confirmation number is CCRL05. Initially scheduled to return on May 4th, we now seek a flight back by the end of March, ideally on March 30th, directly to Canada without going through the USA. United Airlines advised us to go through the booking agency, which is why we are reaching out to you for assistance. We are eagerly awaiting your prompt response.

Dear Concerned Party, I am writing to address my recent flight booking experience with your organization involving Travel2Be. I made a purchase on January 28, [redacted] (see attached ticket) and unfortunately, due to the Covid-19 situation leading to the closure of Nikola Tesla airport, my flight was canceled. Despite my efforts to contact Travel2Be via email and phone at +[redacted]3, I have been met with silence. After finally reaching them last night (between 8:00-8:30), I was informed that I could change the flight dates, with an additional €50 fee for administrative costs. I am puzzled by the lack of proactive communication, the expense for a change I did not request, and the requirement for me to initiate a phone call to confirm changes without any written follow-up. I seek clarity on why: - Timely email communication or alternative options were not provided before this last-minute call requirement. - A fee is levied for a change I did not instigate. - Professionalism is lacking in responding to emails promptly. - I am compelled to make costly outbound calls for resolution. I kindly request a refund for the total amount or the option to reschedule the flight without additional charges. Sincerely, M. Josipovic

I recently made a flight booking from Quito, Ecuador to the Galapagos Islands through your service, and I've generally had a positive experience with previous bookings. This specific booking was handled by Vayama on your behalf. The flight was scheduled for 17-24 September with PNR MNQH3W. Unfortunately, my dive trip in the Galapagos got canceled, and I discovered that Tame Airlines, the operating airline, is currently shut down. Vayama is requesting a $65 cancellation fee from Tame Airlines and a $50 processing fee for the refund. I requested a voucher instead, but Vayama advised me to contact the airline directly. Despite my efforts, I have been unable to reach Tame Airlines through the provided contact information. I am seeking your assistance in obtaining a refund with reduced fees or acquiring a voucher as an alternative solution. Thank you. - Jerome I.

Hello, I made a flight reservation for my sister, Lilia D., on 10/20/20 from Moscow to Miami with Turkish Airlines, with flights TK420 from Moscow to Istanbul and TK77 from Istanbul to Miami. The order number is L5KJMO, booking reference RFJPZB, and the total cost was $[redacted].76 through Mytrip agency. I noticed the 24-hour cancellation policy based on USDOT rules during the booking process. Due to unforeseen circumstances, I had to cancel the flight within 12 hours. Despite encountering challenges with Mytrip's agent, I eventually secured agreement for a full refund of $[redacted].76. Unfortunately, only $[redacted].76 was refunded to me. I am disappointed with the service from Mytrip as I have never encountered such issues with Kayak in the past. I kindly request assistance from Kayak to ensure I receive the full refund. Thank you for your help. Best, Ruzila R.

Hello, I purchased tickets via Kayak for a flight with Spirit Airlines, but unfortunately, the flight was canceled. After contacting Spirit Airlines, I was informed that since Kayak is a third party, they process refunds through their own credit card. This means that Spirit Airlines has already reimbursed the money to Kayak, and Kayak is responsible for crediting it back to my account. Can you please provide assistance promptly and update us on the status of the refund? Flight number: IGD9RT Order Number: L5J5JX Passengers names: N. Fundukchiieva, M. Fundukchiieva

I attempted to purchase my flight through Kayak, but I was redirected to FlyFar, where I completed my booking for a trip from Edmonton, Alberta, to Sharm El Sheikh, Egypt. Unfortunately, my return ticket from Cairo to Canada was altered and subsequently canceled, resulting in a refund being issued to FlyFar. I have been persistently trying to reach them for four days via phone and email, but my efforts have been unsuccessful. Knowing that FlyFar is affiliated with Kayak, I am hoping someone can assist me in retrieving my funds. After researching FlyFar, I discovered they are being labeled as scammers, which reflects poorly on Kayak. Thank you for your attention to this matter. Sincerely, M. B.

I purchased a flight through Kayak (BudgetAir), and they confirmed my booking initially. After charging my credit card, one hour later, I received an email stating that my flight got canceled due to difficulties in booking with the airline. They still deducted the money from my credit card. I have been attempting to contact them with no response. This is my first experience with Kayak; I usually use Expedia. I opted for Kayak due to better deals, but now it seems like a scam.

I used my Dad's credit card to book a flight and will be picking up a van rental on Monday. Budget mentioned their policy that the person picking up the vehicle should match the name on the credit card but said it's up to Kayak since I paid through them. I want to ensure there won't be any issues when I collect the van due to the card discrepancy. My dad is in Baltimore while I'm in San Francisco, I'm returning home to support my parents, as my mom has Dimentia and low blood pressure causing her to faint. The rental includes insurance, and I'm a 52-year-old Marketing Coordinator with a Biology degree seeking [redacted]% confirmation from a representative.

I purchased a plane ticket for April 28th back on February 27th. Initially, my returning flight was confirmed for the 28th, but later in March, I discovered that the first half of the flight was scheduled for the 27th and the second half for the 28th without being notified of the change. The cancellation of the second half of my flight from Dublin to Boston left me unable to complete my journey as planned. Despite being offered a later direct flight on the 28th, the issue wasn't resolved in time at the airport, leaving me stranded in England. I haven't received any communication about any solutions from Kayak regarding the situation. I've been dealing with this for over two days now, and I urgently need Kayak to either rectify my return flight to Boston or refund the original ticket so I can make alternative arrangements. The lack of communication and resolution from Kayak has been extremely disappointing.

Hello, I recently booked flights for my family of five through Aer Lingus, unknowingly using Justfly at the time. Unfortunately, Aer Lingus cancelled our flight, leaving us stranded without any alternative connections except spending the night at the airport with our three young children. I was informed by Aer Lingus that I need to manage changes or refunds through Justfly, but despite multiple attempts over the past five days, including waiting on hold for 3.5 hours and providing call back numbers, I have had no luck reaching them. Consequently, I had to book alternative tickets, which I later had to cancel within 24 hours due to the lack of communication from Justfly. The prices for new tickets have since doubled, leaving us unable to afford the rebooking. The whole experience has been incredibly stressful, and I am disappointed with the lack of support from Justfly. As a long-time user of their service, I am now reconsidering booking through them again. This situation has disrupted our plans to reunite with family after two years and I am struggling to find a solution with no suitable connecting flights available.

Hello, I made flight reservations for my family of four back on May 16th. Since then, I have been receiving emails with updates to our itinerary. The new flight times are now 5 hours different from our original schedule, which is causing significant issues for the start of our vacation in Milwaukee. The changes to the flights could potentially cost us an extra $[redacted] to $[redacted] and are causing logistical problems with our timing. I am wondering if it's possible to cancel this trip due to the airline's changes, as I had a backup plan to fly into Chicago if we were going to arrive in Milwaukee so late. Here are the details: Original booking - Confirmation #: JO988M for Aug 1, Delta [redacted] departing from BOS at 12:20, then Delta [redacted] at 2:50, arriving at 4:19 in MKE. Updated by Delta on May 26 to Delta [redacted] departing from BOS at 3:55, then Delta [redacted] at 7:40 pm, arriving at 9:19 in MKE. If we manage to make it to the rental car on time, we will be driving until 2 AM, adding to the complications caused by the airline's changes. I would appreciate any advice on whether I can cancel the trip without incurring significant costs or if there are other options available. Thank you, Jim