Kayak Customer Service Issues

Hello, I would like to share my recent experience with Kayak regarding a car reservation made on 2/21/[redacted] for Fox Rent a Car from 9/1/[redacted] to 9/6/[redacted]. After booking, I did not receive a confirmation email. Fox Rent a Car referred me to Priceline, who then directed me back to Kayak. Unfortunately, when reaching out to Kayak's customer service, I have been met with a message stating the office is closed for a holiday, which seems to have lasted more than 2 weeks. After navigating through automated prompts, I am unable to locate my booking. While Fox Rent a Car has provided me with a confirmation number, they are unable to assist further with the missing confirmation email or payment details. I am urgently seeking a confirmation email and need to extend my booking by one day but have faced difficulty reaching anyone for assistance.

I rented a car on June 2nd in Charleston, SC from Dollar Car Rental with the initial charge of $[redacted].45. Upon arriving at the desk, I was informed the cost was actually $[redacted].39. I had reserved a Chevy Spark but received a Chrysler [redacted] instead, leading to significant differences in fuel costs. Questioning the $53.94 increase, I was told it was for "Airport Charges," which seemed dubious. Opting to rent from Enterprise next time as Dollar Car Rental's practices seem suspect. Many complaints on Dollar Car Rental's Facebook page mirror my concerns, with issues like unreturned calls and promised refunds not materializing. My booking reference is [redacted]. Any assistance would be appreciated.

I booked a round trip to Paris from NY with a connection in London. When my boyfriend and I arrived at the Paris airport at 6 am for our flight back to NYC, we found out our flight was canceled. We did not receive any email or notification about this cancellation. Kayak offered us an alternative flight the same day to Dallas and then back to NYC, which was a 21-hour trip that we declined. We were rebooked for the next day and advised to email [redacted] with receipts for any additional expenses incurred, like the hotel we had to book. Despite following up via email and phone calls, we have not received any response. If you have any suggestions on how to better reach out to them or escalate this matter, please share. Thank you. Margot S.

I have yet to receive a clear response from either Kayak or British Airways regarding my ticket refund. Despite spending a day at the airport trying to resolve the issue, I was unable to check in due to long lines and congestion. British Airways contacted me about my return flight to Accra, but when I requested to cancel and be reimbursed, I was directed back to Kayak. I am now canceling my return ticket and seeking a refund. Thank you. Doris W.

On September 8, [redacted], I made a flight booking with reservation number [redacted] [redacted] [redacted] intending to travel on September 3 from Heraklion to Marseille and return on September 11 from Marseille to Paros and back. However, on August 13, I received an email saying my return flight was canceled, requiring an extra fee to change the booking, which I paid. I ended up changing the flight to a direct one from Marseille to Tel Aviv on September 12 due to the confusing itinerary. On the day of my original flight, September 3, I arrived at the airport four hours early but was not informed of the cancellation until later. The alternative options offered were not feasible, causing me to miss my trip. Subsequent bookings to rearrange my travels incurred additional costs and inconveniences. I am requesting a full refund of the original booking, compensation for the Airbnb stays, taxi expenses, and the flights I had to rebook. If no resolution is provided within 14 business days, legal action will be pursued, and negative feedback will be shared online until the matter is resolved. Thank you.

I made a booking through Kayak for an Iberia flight from San Francisco to Barcelona, paying $[redacted]. However, two months later, I received a cancellation notice from Iberia with no compensation offered, leaving me out of pocket by $[redacted].20. The canceled flight was IB2622, yet I noticed it's still available for purchase online. I'm puzzled as to why my flight was canceled when tickets are still being sold for the same date, time, and flight number. I believe it's clear what I'm requesting from Kayak to resolve this issue. I either need a refund, a rescheduled flight, or an explanation for the cancellation. I must commend Donnie from your customer service team for going above and beyond to assist me with this matter. He truly deserves recognition for his exceptional service.

We reserved a flight through Kayak from Tel Aviv to Kathmandu with a layover in Dubai. The departure time of the second flight was changed, moving earlier by two hours. After inquiring with the airline as to why we were not informed, they indicated that they had sent a notification email to Kayak on October 26th and provided us with a printed copy of the notification. Regrettably, we missed the second flight due to this change. The airline was kind enough to rebook us on the next available flight, which departs 12 hours later than our original one. However, we had already made a hotel reservation for the night we were supposed to arrive and cannot cancel it at such short notice. We are seeking compensation for at least the cost of the hotel stay due to the inconvenience caused by this situation. Our attempts to address this with customer service have been challenging as their response seemed robotic and unhelpful, even when escalated to the manager. What steps should we take next?

I am facing an issue with my trip from Hong Kong to Finland, with the final destination being the Philippines. My previous trip was canceled by Kiwi, so I made a new booking with a different company. However, when I tried to check in at the airport, they informed me that traveling to Hong Kong is not allowed for my flight if I am transiting to the Philippines. This journey is significant to me as I have been saving up for it for two years. I am at a loss and unsure of what steps to take next.

One leg of my trip from IAD-CCU (booking ID KA7D6AE with Chatdeal) has been canceled. I had inquired previously if I could cancel the whole ticket for a full refund. I booked through Kayak, but customer service is handled by Chatdeal. Despite being told I'd be contacted within 24-48 hours, it has been over 60 hours since I contacted them on Thursday night (around 11 am ET). Despite multiple follow-ups, I keep receiving the same generic response that the "Schedule Change Department is still working on your request."

I am looking to travel to Saudi Arabia soon, but before I do, I need to quarantine either in Nairobi or Egypt. My employer in Saudi Arabia is requesting a quote for a quarantine package price, an air ticket price from Ndola to Nairobi or Ndola to Egypt, and a PCR test after I have completed quarantine. I am seeking advice on a suitable place for quarantine between Nairobi and Egypt before traveling to Saudi Arabia. Kindly provide me with a quotation. Thank you. - Agent

Last night, I made a booking on Acadian for two tickets to travel on December 14th from Charleston, West Virginia at 1:40 in the afternoon. I entered my credit card details, but now there seems to be no record of it except for my email and phone number. Can someone please contact me at [redacted]? I also received a text message from Acadian last night. I am eager to receive my tickets and require the necessary information to print them out for our flight on the 14th.

During a recent trip from Brazil to the United States, my family and I encountered troubles at Ft. Lauderdale airport with Jet Blue. The airline couldn't locate our reservation, causing delays and leading us to miss our connecting flight. Despite reaching out to a Jetblue customer service agent and being directed to Kayak for assistance, I faced challenges contacting them due to a lack of phone service. Frustratingly, even a day later, I've been unsuccessful in reaching a Kayak representative. Consequently, we had no choice but to purchase an additional flight on American Airlines for $[redacted]. This experience was extremely distressing and ranks as my worst airport encounter. I am seeking reimbursement for the unplanned flight expenditure.

I booked a roundtrip flight through Kayak from Paris to Montreal. I took my outbound flight on December 16, [redacted], with Reservation Number [redacted] [redacted] [redacted]. There is a return flight scheduled for January 28, [redacted], at 7:20 PM with Luftanza. I would like to make a change because I made a mistake. As a student in Quebec, I would like to reschedule this return flight for June [redacted]. Can you please adjust this date for me as I cannot locate this booking on the attached document? Thank you. Best regards.

I purchased a ticket for my son, Advik Shreekumar, on November 3, [redacted], through ChatDeal with the following details: Passenger name: Advik Shreekumar (Aug 11, [redacted]) Ticket Number: [redacted][redacted] ChatDeal Booking Reference: K5BD38E Qatar Airways Record Locator: 4PVO9F. I have attempted to contact Kayak's customer support via email regarding rescheduling or canceling, but have not received a response. Please assist me promptly. My name is Deepa Shreekumar, and my email address is [redacted] Thank you. Deepa

I bought tickets through Kayak, managed by Travelgenio. Unfortunately, I couldn't travel due to health issues and pandemic restrictions. When I requested a refund, Travelgenio refused. After involving my credit card company, Travelgenio offered to change the tickets for a later flight, but later charged me an additional $[redacted] due to price differences. On the day of our trip, the flights on our itinerary did not exist. Despite my efforts to get a refund through my credit card company and Travelgenio, I was denied. Travelgenio ticket #[redacted]. Researching Travelgenio revealed many negative reviews and accusations of fraud. I am disappointed that Kayak continues to work with Travelgenio. I seek assistance in recovering my funds from this unreliable company. Your help would be greatly appreciated. Thank you. - C. & D. Buckingham, Glenwood, MN.

When I booked my flight through KAYAK and selected flight insurance, the total price of $[redacted] (including $[redacted] for the flight and $18 for insurance) was clearly shown on the payment page. After using my credit card, I got an email from Alaska Airlines confirming only the $[redacted] flight cost, and my credit card statement also reflected a $[redacted] charge. I made this booking less than two days ago, and it's important for me to have the flight insurance due to current uncertainties in air travel. I kindly request that the insurance be added back to my reservation promptly. Thank you. - P.F.

I bought a ticket through Kayak's website using my Santander credit card. The website indicated that it included carry-on luggage, but when I received the ticket via email, it says it doesn't. I have a screenshot showing that carry-on luggage was included, and I also paid extra for Silver customer service. Please help me resolve this issue. I request that my carry-on luggage be considered within the ticket I paid for since the Kayak website stated it was included.

Dear Kayak, I recently booked a roundtrip flight with Finnair through your service from LAX to Heathrow. My travel partner is set to arrive a day earlier on a different airline, and we would like to coordinate our arrival at Heathrow. I am hoping to change my flight to arrive at Heathrow on July 4 instead of July 5, while keeping my return flight to LAX on July 16. I tried to make the change on your website but found it challenging as I am not very tech-savvy and was worried about making a mistake. Your prompt assistance with this matter would be greatly appreciated to help with my travel planning. Thank you, Helen S. Booking Reference: [redacted]

Hello, I am a frequent user of Cheapflights/KAYAK and have always relied on the site to find the most affordable flight options. Recently, I booked 3 tickets for travel, one on April 4th and two on April 5th, through a referred agency called "Travelgenio." While I received confirmation and an e-ticket for one booking, the other two are still pending. Despite being informed that it would take 72 hours for processing, the time has elapsed with no update. As Easter is approaching and we need to arrange our visas, the situation is urgent. Despite numerous attempts to contact Travelgenio, there has been no response. I kindly request your assistance in resolving this matter promptly. I have noticed complaints regarding Travelgenio's service and believe Cheapflights/KAYAK's association may impact your company's reputation negatively. I have attached the pending booking details for your reference. Thank you for your attention to this matter. Sincerely, Reggie Naidoo

I am reaching out to express my frustration with Chat Deal in partnership with kayak.com. I had booked two one-way airline tickets for $[redacted].30 each from Seattle to Marseille, France, with Iberia flight number IB [redacted] on November 14, [redacted]. The booking number is K639DDF. Unfortunately, due to Covid concerns, I cancelled the flight. Chat Deal informed me I could get an airline credit of $[redacted].60 if I paid an additional $[redacted], which I did. Despite multiple attempts, I have been unable to use this credit. Now, Chat Deal states the airline won't honor the voucher, even though it's valid until August 15, [redacted]. I believe I should still be able to use the credit and seek advice or assistance. I aim to fly from Seattle to London or Marseille on June 29, [redacted], with a flight at 1:35 PM on Iberia flight number IB [redacted]. I hope to resolve this easily. Sincerely, Howard S.