Kayak.com

KAYAK is in receipt of this
complaint.  For clarification, KAYAK lets
you easily compare hundreds of travel sites at once. Once you find the booking
option that you like, KAYAK gives you choices where to book. You can book with
the airline, hotel, car rental company, an...

online travel agency or via KAYAK
through one of our third-party providers. 
Upon the traveler selecting to book via KAYAK’s booking
option it was stated that the booking was being completed on [redacted] via KAYAK’s
booking option.  Prior to completing the
reservation the traveler was also able to review the change and cancellation
policy for the reservation and then agreed to these policies when processing
the reservation.  The email confirmation
for this reservation would have also been sent directly from [redacted].  The traveler would have received an email from
KAYAK that stated [redacted] was processing the reservation.   For
further assistance with this reservation the traveler will need to contact
[redacted]’s service center at the number listed in the email confirmation that was
received.  Thank you.

KAYAK in receipt of this complaint.  The reservation was completed on Priceline.com and the user opted to add an optional item of Trip Protection from [redacted]hen the user was making this reservation he was on the US locale and was given the option to add Trip Protection to the flight...

reservation he selected.  The user received a notice that [redacted] was not able to process the Trip Protection and to contact [redacted]  It will be [redacted] policies on if the Trip Protection can be added to the reservation that was made.   For further assistance with the Trip Protection the user will need to contact [redacted].  Thank you.

KAYAK is in receipt of this complaint.   KAYAK lets travelers easily search hundreds of travel sites at once. Once the traveler finds the booking option that they like, KAYAK gives travelers choices where to book. Travelers  can book with the airline, hotel, car rental company, an...

online travel agency or via KAYAK through one of our third-party providers.   At KAYAK we do not set prices, so it is not possible for KAYAK to guarantee what other companies are selling.  Prices on hotel rooms can change frequently. Several people may also be trying to buy the same travel  option simultaneously. As a result, the traveler may find on occasion that certain prices are no longer available.  Thank you.

This complaint has been forwarded to [redacted] who is the service provider provider for the reservation in question. [redacted]'s operation team has reviewed this complaint. [redacted]'s operation center has found that on September 27, 2013 [redacted] received a schedule change...

notification from the airlines advising that there was a flight number change and flight departure changes. It was documented that schedule change notification pm September 27th at 2017 and is also notated that WCT notification and schedule change email was requested.
 
Schedule change that occurred--- Fight number for [redacted] changed from [redacted] to [redacted] and flight departs [redacted] 95 minutes earlier and [redacted] minutes earlier.
The customer called customer service on December 26th to inquire about the schedule change and our agent advised of the new times. The customer at that time advised the agent that they would not be able to take the flight because he would be arriving at 12pm and cannot take the flight that was departing at12:15pm. The agent attempted to call the airline regarding the schedule change however the airline was closed. The customer stated that he will call the airline himself, and the call ended.
 
On December 27th the customer called advising that we never notified him about the schedule change and requested a full refund for the new tickets that he had to purchase. The agent explained that they would be unable to refund the new tickets, however they could contact the airline. The customer disagreed with the agent and requested to speak with a supervisor and agent placed him on hold. While the call was on hold the customer disconnected the line.
We have requested that [redacted]'s operation center follow up directly with the traveler. For further assistance please contact [redacted] at the number listed on the email confirmation. Thank you.

[redacted] is in receipt of this complaint.  This reservation was completed on [redacted] Partner Network via [redacted]’s booking option. 
[redacted] Partner Network is the service provider for...

this
reservation.  At the time of this
reservation if you encountered an issue at the hotel you would have need to
contact [redacted] Partner Network for assistance. 
The traveler has also reached out to [redacted] and [redacted] found that [redacted] Partner Network sent an email letting the traveler know that the reservation was
refunded.  For further assistance please
contact [redacted] Partner Network.  Thank
you.

KAYAK
is in the receipt of this complaint. KAYAK has found two attempted
reservation that were attemepted by[redacted].com via KAYAK's booking
option. The reservation did not go through and the traveler would
have...

received a message letting the traveler know that “We
have submitted the booking but could not verify if it succeeded.
Please check your email for a confirmation of this booking. If you do
not receive a confirmation email please call[redacted].com before
booking again.” This message also gave[redacted].com's service
center phone number. Prices are not guaranteed until a reservation
is ticketed. It is possible that the price could have change from
the time the traveler attempted the

Complaint: [redacted]
I am rejecting this response because:
Kayak is just passing the buck. It is not tacking any responsibility for something that was sold on its website. Kayak could and should do more to resolve the issue;, such as contacting [redacted] to pressure them to fix the problem or stop doing business with a company with such bad rep as [redacted] all together.
Now I know it is [redacted]'s policy to take two or three business cycles to refund the money, but because it is their policy doesn't make it right or better. I will still be short $2200 for six months, since mid April (four months ago) when I paid on the KAYAK website until two or three months from now, when ever [redacted] decides to give me part of my money back, because they already told me they were going to keep their commission although it was them who canceled.
[redacted]

KAYAK is in receipt of this complaint. KAYAK's travel management tool known as Trips provides courtesy trip updates, for this specific booking a trip alert email was generated with updated itinerary details ( generation June 25th 24 hours before the flight,)- as per standard procedure all notices...

remind travelers to verify details directly with the airline provider - in this case " Call TAME Linea A[redacted]t [redacted] to verify departure time. Sometimes flight statuses are wrong, and you wouldn't want to miss your flight.  Prior to this courtesy Trip Alert a change notification was sent to the primary traveler on the reservation from the provider who processed the reservation. Once the traveler received the Trip Alert, it would have been the traveler’s responsibility to verify the flight details.  For further assistance the traveler will need to contact the service provider for this reservation.  Thank you.

KAYAK is in receipt of this complaint.  The reservation Confirmation
Number: [redacted] was completed on [redacted] and priceline.com is
the service...

provider for this reservation. 
The traveler selected to book a non-refundable hotel reservation.  Prior to completing the reservation the
cancellation policy for the reservation was stated.  For further assistance with this past
reservation the traveler will need to contact priceline.com’s service center at
the number listed on the booking receipt. 
Thank you.

KAYAK
is in receipt of this complaint. KAYAK has located a reservation
that was completed on [redacted] via KAYAK's booking option. [redacted] is
the service provider for this reservation. For further assistance
with this past...

reservation the Traveler will need to contact
[redacted]'s service center at the number listed on the email
confirmation they received. Thank you.

Please keep mind KAYAK is a travel tool whereby we search other travel sites and provide you with travel information and choices on where to complete a booking. KAYAK is not an online booking or service provider.
In some cases customers can select to complete a reservation without leaving our website; this is the experience encountered when completing the aforementioned reservation with [redacted].
Please note throughout the online booking form information was displayed the booking was being completed and would be serviced by [redacted].  With that said, all service requests would be directed to [redacted].
Further the reservation in question would be subject to the refund policies set forth by both the airline provider and [redacted].
Lastly, as a professional courtesy KAYAK's consumer team reached out to [redacted]'s operation center with regards to this initial complaint. It is our understanding [redacted] has been in direct contact with the customer
Thank you

KAYAK
is in receipt of this complaint. The reservation confirmation number [redacted] was completed on Travelocity Partner Network via KAYAK's
booking option. As Travelocity...

Partner Network is the service
provider for this reservation it will be Travelocity Partner
Network's policies that apply.
Prior
to completing this reservation the Traveler was able to view the
cancellation policy and upon selecting Agree and Book the Traveler
agreed to the cancellation policy. This reservation was a
non-refundable reservation and the cancellation policy stated “If
you change or cancel this reservation at anytime, you will be charged
a 100% penalty equal to the total cost of your stay for each room. No
refunds for unused nights, including those resulting from delayed
check-in or early check-out, will be given.”
For further assistance with this
reservation the Traveler will need to contact Travelocity Partner
Network at the number listed on the email confirmation. Thank you.

Complaint: [redacted]
I am rejecting this response because: I don't know (do I have to know?) the relationship between Kayak and [redacted].  I booked my trip on Kayak.com website. Kayak messed up and caused me to spend over $600 more to get the same trip through another airline, and it still holds my money. I urge Kayak to refund the custmer paid money back to its custmers immediately, and take the responsibility to compensate for its custmer's loss.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  it is a cop out.  Kayak is the company that I went to and they should take responsibility to ensure who they list and automatically send me to on their site is credible.  Consumers are not aware they are booking through other companies. 
Sincerely,[redacted]

For clarification, KAYAK lets you easily compare hundreds of travel sites at once. Once you find the booking option that you like, KAYAK gives you choices where to book. You can book with the airline, hotel, car rental company, an online travel agency or via KAYAK through one of our third-party providers.
I have share this complaint with [redacted] for further review as they are the service provider for the reservation. A representative from [redacted] will reach out directly to the traveler. Thank you.

KAYAK is in
receipt of this complaint. There are two past hotel reservations
that were processed by [redacted] via KAYAK's booking option. One
reservation was canceled and one was not. As [redacted] is the
service provider for this reservation it will be...

[redacted]'s
policies that will apply. For further assistance the Traveler will
need to contact [redacted]'s service center at the number listed on
the email confirmation. Thank you.

Complaint: [redacted]
I am rejecting this response because Kayak has provided false information about the email.  The "24 hour" email was sent 2 and a half hours before the flight.  They have yet to provide any proof that they sent the email 24 hours in advance.  We were unable to access the information due to the fact we had left our hotel and no longer had internet access.  The following paragraph will continue to solidify my claim as to why I am rejecting the response.
Kayak also offers a tool on their website to track trips that you have booked with them.  When I checked the website on the morning of the flight the website said the flight was leaving at 9pm.  When we got to the airport and the airline informed us the flight left at 8:15pm and we were too late, I checked kayak.com again and it still said 9 pm.  There is no disclaimer on their web page saying times are subject to change and that an email would provide more accurate information.  If I buy a ticket on a website I would expect the website be up to date and provide the most accurate information unless it is specifically stated on the webpage. I took a screenshot of the webpage with the time and all information. There was nothing stating the fact that email would be more accurate. According to information kayak provided in previous email they claimed that the time of the flight was changed back to 8:15pm nearly 3 months before the flight.  That would have given them nearly 3 months to update their website with the most accurate information.  It makes total sense that a website would provide the most up to date information.   
Sincerely,
[redacted]

KAYAK
has shared this complaint with [redacted] Partner Network's operation center as they are the service provider for this reservation.
[redacted] Partner Network's operation...

center has review this
reservation and found that it
was identified that this was a crosswire issue. The customer had
spoken with several agents and supervisors regarding this
reservation. The hotel was contacted and they inquired if the
reservation could be changed to the correct hotel, however the hotel
had denied that request. The end result which was communicated to the
customer was that the original reservation could be canceled and he
could rebook a new reservation with the correct hotel. As per the
documentation, the customer agreed to this and his original
reservation was canceled. After booking the new reservation, if the
customer provides receipts for the new reservation to WCT that they
will submit for a check to be issued for the reimbursement of the
difference of the rates between the original reservation and the new
reservation. For further assistance the traveler will
need to contact [redacted] Partner Network. Thank you.

Complaint: [redacted]
I am rejecting this response because:  I was contacted by [redacted].com.   They are giving me the same runaround they have always been giving me. I was not able to use the money I spent to purchase the ticket. I was forced to buy my wife another ticket from a better agency that gives better customer service and [redacted] informed me that I have a credit in the amount of the purchase price of the ticket however,  I have to spend $400 to reuse it. $100 is what they charged me to cancel it which they stated there was no fee. I dispute that, I have a credit card receipt showing I spent $100 to cancel the ticket. This is just one more lie in the litany of lies they've told me. They also told me I have to spend $300 in order to use  my $700 credit.  Remember now this is all because I simply inadvertently put my wife's married name and not her maiden name on the ticket I booked for her. This is an international flight and apparently the names must match regardless of the fact that her Hawaii drivers license which is a legal document shows her married name.  I am appalled that kayak.com continues to do business with an F rated company by the Revdex.com. How could such a large company refer their US customers to such a horrible company is beyond me. I have spent over five hours on the phone with [redacted]  attempting to clear this matter. Their customer service is atrocious and I promise to never do business with them again and I would encourage any customers reading this to use another service such as [redacted] unless kayak.com severs ties with [redacted].
Sincerely,
[redacted]

KAYAK is in receipt of this complaint.  The reservation [redacted] was completed on [redacted].  The reservation was shared with...

[redacted]’s operation center for further review.  It was requested that a [redacted] representative reach out to the traveler with an update.  For further assistance with this reservation please contact [redacted]’s service center.  Thank you.