Kayak Customer Service Issues

Upon booking my ticket from Washington Dulles (IAD) to Dublin and then to Paris (CDG), I was explicitly informed that I could have one checked bag weighing up to 23 kilograms for free. After verifying the allowed baggage size online with Aer Lingus and purchasing a suitcase within the permitted dimensions, I was now informed by Aer Lingus that no checked bags are allowed, and I must carry on a bag weighing under 10 kilograms for my two-week trip to Europe. Feeling misled by Hopper, Kayak, and Aer Lingus, I am facing additional charges totaling hundreds of dollars for a seat and one suitcase. I believe this is a bait-and-switch tactic. My reservation was made on February 4, [redacted], and despite multiple attempts, I have not been able to reach Aer Lingus' customer service for assistance. With my departure in just one week, I am in urgent need of help on this issue after spending countless hours trying to resolve it. Thank you for any assistance you can provide.

On May 5th, I purchased a ticket to Mexico City from Tijuana. The transaction went smoothly, the money was deducted from my account, and I received an email with the booking number attached. Everything seemed perfect until I got to the airport. To my surprise, the ticket was not paid for, and I couldn't board the plane. I contacted the SMARTFARES agency, and they explained that the ticket price had increased by $10, leading to the sale not being completed. They assured me that the refund would take 5 to 7 business days, which never happened. I want to raise awareness that KAYAK allows fraudulent companies and scammers to operate on their platform and demand a refund of my money. - Albert V.

My daughter, Bethany, booked a flight from Charlotte to Dublin via Kayak and paid £[redacted] to someone named James, who turned out to be a scammer. She obtained this ticket through your website. After contacting your customer service, she was informed that since she provided her information willingly, it doesn't constitute fraud. I am not only concerned about the financial loss but also the stress of having to rebook and pay for another flight for her to return home before her visa expires (the second flight has not been booked and we won't use your services again). As a young adult with a now distrustful view of the business world, Bethany is out a significant amount of money because she believed she was booking through a reliable company. I hope you can assist us with this issue. Lorraine Thornbury, parent of Bethany

Dear Kayak Customer Service, I am pleased to be working with you for the first time. I have made a booking with the following details: Booking Number: [redacted] Flight Date: 09.08.[redacted] Time: 7:15 am Cairo, Egypt I have an urgent issue. I sent my mother's passport from Bosnia to Egypt via fast post almost 10 days ago, and it arrived today. We are now waiting for government security acceptance before it can be released. This process may take 2 to 3 days. Due to this situation, I kindly request to reschedule the flight for next week to avoid any risks. I would greatly appreciate your assistance in this matter. I can provide the shipment bill for the passport if needed. Additionally, when I booked the ticket, the website mentioned a $35 fee for cancellation or rebooking. However, when I attempted to rebook, I was only offered $10 back. Please, take into consideration my urgent situation. Thank you for your attention. Looking forward to your prompt response.

Dear Kayak, I am disappointed about the lack of transparency regarding my recent car rental. I was not informed about additional charges for Collision Damage Waiver, theft, and windscreen cover, resulting in an extra €[redacted] on top of the initial €[redacted] for a week's rental. Had I known about the option to waive these charges with a letter from my credit card provider, I would have pursued that avenue to avoid the extra costs and interest charges. This situation feels misleading. I am considering escalating this matter if a refund is not issued promptly. Sincerely, C.B.

I booked a flight through Kayak, but the ticket was issued by Tripmonster. Unfortunately, I had to cancel the ticket due to a family death. The cancellation ID is [redacted], and booking ID is [redacted]4. The ticket price on my Tripmonster itinerary was $[redacted].26, but Tripmonster indicates a fare of $[redacted].00 with a service fee of $49.82, resulting in a net refund of $[redacted].18. There seems to be an additional $[redacted].26 unaccounted for. Could you please address this discrepancy or provide an explanation? If not resolved, I may need to involve my bank. I encountered difficulty reaching Kayak's customer service as the number was out of order, and the Automated Human contact number was not helpful. On top of this, Tripmonster received negative reviews during my search for their contact details. I have previously had positive experiences with Kayak and suggest reconsidering partnering with Tripmonster due to this unfortunate incident.

Regarding Booking reference: PPRLA10E32F7, I utilized the Kayak website to reserve a car at San Juan Puerto Rico airport. Although I picked a Payless car even though it was slightly more expensive, the registration page showed a reservation with Economy instead. I attempted to call immediately, but the automated phone system kept me on hold before disconnecting after 30 minutes. Trying Priceline, I was instructed to reach out to Kayak. I am uneasy about Economy and fear not having the car upon my arrival. I have more trust in Payless and prefer to stick with them. Can you please adjust my reservation to ensure it is with Payless, as originally intended?

I have booked flights twice for my children and myself in the last two days. I selected seats, entered my credit card information, but I did not receive a confirmation email. After contacting WESTJET as advised, they directed me back to you since I booked through your site. I am worried about the lack of confirmation and uncertain if I unintentionally booked two separate trips. Additionally, I am disappointed that there isn't a toll-free number for assistance. If this issue persists, I may need to dispute the charges with my credit card company and seek a more reliable service. I urgently need to speak to a representative regarding this matter.

I recently tried to book a family vacation twice with your website in the last 3 days. However, both transactions failed due to technical problems on your site. I inputted all the required information, including my credit card details, and did not receive any confirmation number or emails from you. I am concerned about the security of my credit card information. I am also experiencing difficulties reaching your customer service over the phone. This is my final attempt to get in touch before considering reporting this issue to Mastercard and contacting the BBB. Please contact me as soon as possible.

I recently booked two flights for my husband and myself through Kayak, scheduled for Monday, February 23. The flights are on American Airlines departing from Phoenix AZ at 11:05 am and arriving in Madison WI at 3:21 pm. I haven't received an email confirmation yet and we are worried as we confirmed the bookings separately. Our names are Jean M Mlsna and Jack L Mlsna. The last four digits of the credit card used for payment are [redacted]. Unfortunately, we don't have the booking number since we did not receive the confirmation email at [redacted] We completed the booking process through Kayak, but uncertain if the tickets are secured.

I am disappointed with the lack of customer service from Kayak. I have tried reaching out regarding my reservation issue to no avail. I need to cancel my weekend booking due to my family's COVID situation. Unfortunately, without a customer service department at Kayak, I am unable to make changes to my reservation. Assistance in changing my reservation is greatly appreciated. Maryann B. Email: [redacted] Phone: [redacted] Reservation Number: [redacted]

I made a flight reservation for February 17th to travel to Philadelphia, Pennsylvania. However, when I arrived at the Asheville, North Carolina airport for check-in, I was informed that the booking was for March 17th instead. Despite requesting and confirming February 17th, the e-ticket provided was incorrect. I had to purchase a new ticket at almost double the cost for a different flight. I am seeking a refund for the unused trip and the additional expenses incurred due to the error made by Kayak during the booking process.

I recently tried to rent a car in Southampton, England via Turo on your site. I provided all required details like my driver's license, credit card, and address. Unfortunately, during the final step, I did not receive a confirmation number, and I am unable to locate any contact information to reach out to the company. I am unsure if my reservation went through and am now quite anxious about the security of my information. Could you please assist me by providing a confirmation or contacting the company to clarify the status of my booking?

Hello, I made a reservation through Kayak with the following PNR: BH8XZQ. I need to check in for my second connecting flight since I have already provided my information for the first leg (from Casablanca to Istanbul) but did not receive a boarding pass for it (uncertain why). Regarding the second flight, it is mentioned that "Online check-in is not available for this flight." Today, I received an email from your team stating: "Sorry, but we couldn't check you in for the flight." I would appreciate your assistance on this matter. Thank you, Zakaria.

Hello, my name is Aloha Hevor. I recently booked and paid for my son's ticket from San Francisco, USA to Accra, Ghana for June 6, [redacted], but we have not yet received any confirmation from KAYAK. I checked my bank account, and the payment of $[redacted].20 has been deducted. I am struggling to navigate KAYAK's online services to obtain my son's flight itinerary. Can someone please assist me with this issue? Thank you.

I checked into the Norman, Oklahoma location this evening. I was anticipating a guest to join me, but unfortunately, severe weather occurred, with tornado sirens sounding due to the storms. As I live north of Norman in Moore, Oklahoma, my plans had to change suddenly. I had to evacuate the room I just entered. The storms lasted longer than expected. I wish to rebook another room for a later date so that I can enjoy a stay at this location in the future.

On June 21, [redacted], I made a reservation for a flight from Mason City, Iowa, to Newark, New Jersey for 2 adults for a round trip. I also booked another flight for 2 minors for a one-way trip. However, after realizing that minors cannot travel without an adult, one of the adults booked a one-way ticket for herself. Subsequently, we received a notification stating there were multiple bookings on the same flight and that one would be canceled. We've been attempting to locate a contact number to resolve this issue with the booking. Our preference is to maintain the round trip for the 2 adults and the 2 one-way tickets for the minors, and cancel the one-way ticket for the adult. Could someone please provide assistance and guidance on how we can ensure we retain our bookings and seats? Thank you.

Hello, I reserved a car rental with Hertz in Trondheim through kayak.fr, planning to pick up the car on Friday, July 14th using the automatic key dispenser after 4pm. Unfortunately, the dispenser was not working, and with no customer service available, I had to go back to the airport to rent a car from another company at twice the price. Hertz acknowledged the issue but stated they need to be contacted by Kayak for a refund. I am unable to reach Kayak as the phone number I found online only handles flight bookings, and there is no chat option on their website. I paid over [redacted] euros for a week instead of [redacted] euros, which is very disappointing. How should I proceed? Thanks, K. Murphy

I need assistance with rebooking my cancelled American Airlines flight #[redacted] from SBP to DFW, causing me to miss my connecting flight to LGA. American Airlines only has a next available flight at 8/9 @6am from DFW, which doesn't work for me. I've been rescheduled to arrive in Dallas at 7:05 pm. I'm considering flying with United or Alaska out of Dallas after I arrive. Can you check United #[redacted] departing SBP for SFO at 10:30 am and United #[redacted] leaving SBP for Denver at 12:56 pm today? My final destination could be LGA, JFK, or EWR. Thank you.

I require assistance, please. My fiancé is missing, and we have no means of communication since our Canadian phone number doesn't work in Japan. He doesn't use social media, and we got separated in Tokyo. Can anyone help me locate him through this platform if he has stayed anywhere in Japan? His name is Andrew Saunders, and his email is [redacted] I have reached out to the police, but they advised waiting 48 hours, which feels unbearable. I'm at a loss about what to do next.