• Kayak

2018 CUSTOMER CHOICE AWARD

Kayak

Overview

Kayak has a rating of 3.6 stars from 626 reviews, indicating that most customers are generally satisfied with their purchases. Reviewers satisfied with Kayak most frequently mention travel sites. Kayak ranks 20th among Travel Search Engine sites.

This company does not typically respond to reviews

Positive reviews (last 12 months): 22.2%
Positive
4
Neutral
1
Negative
13
15
See all photos

What reviewers want you to know

Positive highlights

Critical highlights

  • The Manager is extremely unprofessional and needs to take a course in customer service.
  • SAS Airlines could not help me because KAYAK booked the travel.
  • But I'll be damned if I'll be handing over my credit cards or debit cards to the hotel after this last fiasco AND LOSS.
How would you rate Kayak?
Top Positive Review

“Good Customer Service”

Ernie John C. T.
1/16/24

Since Kayak offers discounts from other websites, I appreciate it. The fact that they don't provide discounts for Southwest Airlines—which often have cheaper prices if you don't mind delayed flights—is noteworthy. When comparing prices on several booking websites, such Expedia and Priceline, I usually use Kayak.

Top Critical Review

“Do Not purchase. Switch from Canadian $ to USD”

jwolovestodance g.
12/15/23

I was clearly on the Canadian Kayak Website. A flight deal flashed on the website. It was a scam cause it was in USD and it never clearly stated it was in USD. When I complained they provided me a AI response of how their computer only generated to the locale that the user is using. Which is not true cause I am in Canada. Flights were way cheaper on Expedia and WestJet.

Reviews (626)

Rating

Timeframe

Other

Reviews that mention popular keywords

customer service (60) use kayak (72) credit card (20) travel sites (21)
Thumbnail of user dustytodd
1 review
2 helpful votes
February 20th, 2024

I recently booked a hotel room at the Hyatt House Charlotte, N.C. Using Kayak / Traveluro using the Kayak app. I selected the 2 queen bed room but they changed it to a king room and could not get them to admit their mistake or any help what so ever, terrible customer service,

Service
Thumbnail of user jwolovestodance
1 review
0 helpful votes
December 15th, 2023

I was clearly on the Canadian Kayak Website. A flight deal flashed on the website. It was a scam cause it was in USD and it never clearly stated it was in USD. When I complained they provided me a AI response of how their computer only generated to the locale that the user is using. Which is not true cause I am in Canada. Flights were way cheaper on Expedia and WestJet.

Tip for consumers:
Do not purchase from them

Products used:
Flight

Service
Value
Quality
Thumbnail of user marys5729
1 review
0 helpful votes
March 2nd, 2023

I always used Kayak for air tickets search. I might continue using them, but for search only, I will never book tickets through Kayak since 24 hours free return policy doesn's work with them! They will charge you $50 for each booked ticket! It never happened to me before. I always use 24hour return policy, It gives me time to make my final decision. Also you can check reviews of the company Kayak is using to sell their tickets: chatdeal, I think its rating is 1,5 star... it says a lot!

Service
Value
Returns
Quality
Thumbnail of user raylanie01
1 review
0 helpful votes
January 16th, 2024

Since Kayak offers discounts from other websites, I appreciate it. The fact that they don't provide discounts for Southwest Airlines—which often have cheaper prices if you don't mind delayed flights—is noteworthy. When comparing prices on several booking websites, such Expedia and Priceline, I usually use Kayak.

Service
Value
Shipping
Returns
Quality
Thumbnail of user elinorm14
1 review
4 helpful votes
September 11th, 2022

Kayak used to be a trustworthy site but not anymore! They send customers to unscrupulous partners, like Travelgenio, who take your money, give poor customer service (no way to reach them, they ignore your emails, etc.) and don't give people refunds or vouchers they are eligible for (among many other complaints many people have). Kayak sends unsuspecting customers to these shady sites and then walks away with commission. Use the airlines directly, not these unnecessary middlemen.

Service
Value
Thumbnail of user cindi.higdon
1 review
0 helpful votes
July 21st, 2023

My son (18) wanted to rent a car. I told him I didn't think any place would rent to him@ that age. He called Kayak & they told him yes & it would cost extra since he was 18. He paid his money, flew to Nashville & was stranded because the car rental place said they don't rent a car to anyone under 25. He called Kayak & they said they don't do refunds. He never received the services he paid for. I'm calling the BBB & he's disputing the payment to them from the bank.

Tip for consumers:
Beware.

Products used:
Uber

Service
Returns
Quality
Thumbnail of user thomasf1942
1 review
0 helpful votes
November 10th, 2023

This Company is in a Bad mode, just cancelling affiiate contracts befor reachning the pay out limit, then telling you that in the contract is written that you did not rech the limit, so all the income is lost. Take your hands away from this company use trivago, booking or others!

Products used:
I am affiliate Parter whi gets ripped off.

Service
Value
Returns
Quality
Thumbnail of user conniec904
1 review
0 helpful votes
January 16th, 2024

The encounter was fantastic! Daniel helped me more than I could have imagined. Despite my non-flexible dates. I was too poor to fly business, so I kept nagging him for discounts. We eventually discovered a fantastic deal on Airfrance for just over 2200. DANIEL, THANK YOU SO MUCH!

Thumbnail of user marvinm267
1 review
2 helpful votes
June 8th, 2022

I used kayak to purchase a ticket before pandemic and their price comparison site get me through Dream World Travel and all flights were cancelled and i am claiming refunds now for nearly 2 years and still no luck. I dont recommend kayak to anyone. And people i suggest to avoid Dream World Travel read their online reviews your money is at risk. They are comitting fraud. And kayak why do you allow a fraudulent company Dream World Travel to be in your price comparison site?

Products used:
Airline ticket

Service
Value
Shipping
Returns
Quality
Thumbnail of user joannaj14
4 reviews
20 helpful votes
August 4th, 2023

I have been trying to book a flight. Kayak shows what looks like a good price. I click on the button and suddenly the price changes, and definitely not in my favor! I try the other link that shows the same price, same thing! Kayak does NOT offer cheap flights, they offer you cheap LIES, and then they to bait and switch you into the actually much more expensive flights. I left the times on the photos so you can see these screen shots were within seconds of each other. And I could take the same pictures 8 hours ago so no, the prices didn't "just" change and the system hasn't caught up, they are like this as a standard matter of policy.

Tip for consumers:
This should be illegal to show prices that don't exist!

Products used:
I am still looking due to their lies

Thumbnail of user henryh517
1 review
1 helpful vote
September 13th, 2022
Verified purchase

I have to cancel my reservation for 11 nights at a hotel due to a family emergency. As instructed, I provided to their partner customer service the medical certificates from doctors and hospital to get a full refund, however after that they did not refund all monies. They Kept $1341, I spoke with the hotel and they did not have a problem with the cancelation, however their customer service provide you with all sort of excuses mentioning that "The Partner" has to get back to them, and this never happens!

Tip for consumers:
Book directly to Hotels and Airlines.

Service
Value
Returns
Quality
Thumbnail of user shannong633
1 review
0 helpful votes
September 13th, 2023

kayak.bestticketfair.com
Had to call and be sure that they were processing and when I did its because a person needs to tell you the restrictions and I was surprised with no carry on cause my ticket price was to low. Then a 5 minute hold for them to call the airline and find out how much to add a carry on. Like I'm going for 4 days without clothes. $250 more include unexpected price increase 10 minutes later. They claim that this is the fair is the fair the airline charges and they say that you cannot actually purchase tickets this cheap (why are they available?) so their website is a lie. They tell me this is the charge they must add extra regardless and nothing is refund able.

Then cause Im mad and used the f word they hung up. I used to work in a call centre and if you're not being called names someones just expressing their feelings not directed at you don't be a baby do your job. Price of the ticket was $396 but if I want carry on its another $250 USD, Im Canadian could have used a Canadian site and paid $500 Canadian but now I will be like $750 if they don't add on more later. DO not use this site if you like your money. They dont tell you upfront you have to call. They tell me most of this cost is cause the ticket price changed, in just a few mins, this is how they screw you, less hassle for the few extra bucks. Also this was American Airlines I will be buying direct from west jet from now on they have never made me this mad. I pay twice this price for the same flight but carryon welcome luggage welcome and no BS.

I have spent over 30 minutes on the phone the final quote is $637.02 USD which is $863.70 again I could have only paid $500 Canadian. Now as im getting off the phone she tells me ill be charged in 2 parts tax on top of this so now my guess is we are at a $1000 and I should have just purchased from west jet. She didnt like my approval email as I said since Im taking it up the $#*! go ahead and do what you got to do.

Tip for consumers:
lots of hold time and time on the phone with them. when buying online I dont want to spend any time on the phone with anyone. This is a requirement

Products used:
flights

Thumbnail of user sammys103
1 review
5 helpful votes
February 4th, 2022

If you need to change or cancel your ticket through Kayak you will have hard time and lose money in any way. They keep saying " it's the policy sir" for everything they charge. When trying to cancel the ticket your ticket exchange charges are not included. Not a good experience at all. I don't recommend this website at all!

Products used:
Tickets

Thumbnail of user pagayamie
1 review
0 helpful votes
January 16th, 2024

I have booked for Kayak and the price is very affordable and the service was really good. Besides, I would love to give them an overall 5-star rating.

Service
Value
Shipping
Returns
Quality
Thumbnail of user stevenk1305
1 review
1 helpful vote
January 7th, 2023
Verified purchase

Buyer beware. This was my first and last booking with kayak. I booked a car through this third-party and thought I had a deal and when I went to the car rental agency in this case Europa car after they attempted to upsell me On mandatory insurance(they would not except the insurance on my credit card) The price of the insurance was double the price of the car rental. I had no recourse and left the car rental agency and I'm seeking redress and it's my impression at this stage that my $2000 is lost.

I've talked to other individuals regarding third-party involvement and there is always a horror story. Numerous vacations have been ruined by booking through a third-party. This will be the last time. I would advise others to avoid third-party bookings in this particular case kayak. If the deal appears too good to be true it is.
Steve K

Thumbnail of user tomq382
2 reviews
7 helpful votes
July 27th, 2022

I wasn't too impressed with kayak.com mainly due to its outrageous prices. If you don't read the small fine print they're good at trying to trick you into believing your getting a deal by the time you notice they promised cheap price but failed to deliver it, you'll want a refund which doesn't have a high success rate. I wouldn't recommend them at all.

Service
Value
Quality
Thumbnail of user angrykayakr
3 reviews
3 helpful votes
August 3rd, 2023

Why even get this dot com if you don't have kayaks? It's as bad as the WWF no longer having wrestling. And don't even get me started on the dot com for the White House.

Thumbnail of user nataostrovsky
1 review
0 helpful votes
October 17th, 2023

Thank you Justin,
You are providing excellent service, always available 24/7 to help or advice.
I'll contact Justin for any future reservation and refer this to my friends.
Nata

Thumbnail of user bojananakova0
1 review
1 helpful vote
September 24th, 2023

Do not trust this agency. I couldn't board my flight I had 2 tickets worth over 2000$. I contacted the airline and they said I can rebook my tickets through my agency and the agency said the airline doesn't allow it. They are liars

Thumbnail of user tonys1376
1 review
6 helpful votes
January 17th, 2022
Verified purchase

Misguided booking made the beginning of our Puerto Rico trip a bad experience. Don't rent from "Nextcar" in Puerto Rico. Don't buy the insurance Kayak offers you. And don't bother with their customer service. Because there isn't any.

Thumbnail of user tr280
1 review
0 helpful votes
August 11th, 2022

Wood Springs Suites San Antonio Tx Stone Oak
You can not go wrong with your stay here.
Easy in and out location. Safe and Quite.
Employees are very helpful. They'll help with anything you might need.

TR

Service
Value
Quality
Thumbnail of user amera29
1 review
0 helpful votes
April 11th, 2022

I searched for car rental in reno. Kayak's website provided out of date information which caused me to loose 3 days if my car rental and to rebook another car with much higher rate. My trip was ruined as a result. I wasted stressful hours to resolve this mistake.
Amer

Tip for consumers:
Check dates on provider website

Products used:
Car rental

Service
Value
Quality
Thumbnail of user mimia41
1 review
3 helpful votes
May 4th, 2022

Beware! They are fraudulent and would try to 'steal' your money if you're not careful. I booked flights around midnight with both BA and Kayak and cancelled both within half an hour. The funds were pending at the time but the next day kayak went ahead to take over £3000 while BA cancelled the pending transaction. Kayak are telling me I need to wait for a refund for 2-3 weeks!

Service
Thumbnail of user ashleym1319
1 review
4 helpful votes
January 2nd, 2022

My Ethiopian flight was cancelled without Kayak informing me. I found out through my sister who picked the same flight via Expedia. When i informed Kayak, they failed to put me on another flight…stating they are waiting to hear back from Ethiopia airlines. After receiving no response for 2 weeks, I asked Kayak for a refund. And again, no response. Thus, I had to call my credit card company to dispute the transaction. Thank you chase for being understanding. However, I DO NOT recommend flying with Ethiopian airlines or booking through Kayak. Terrible customer service especially when it entails refunding people their money.

Thumbnail of user danielm4250
1 review
0 helpful votes
May 4th, 2023

One issue I have encountered is that the page can be slow to load, especially when searching for flights with multiple layovers or destinations. This can make the process frustrating and time-consuming.

Service
Value
Shipping
Returns
Quality

Sitejabber for Business

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From the business

Kayak is a large price comparison search engine for travel. It has prices for plane tickets, hotels, car rentals, and vacation packages. Kayak doesn't sell any of these services directly, but instead directs you to another site where you can make a purchase.

Company Representative

Thumbnail of user jimg24
jim g.
Typically does not respond to reviews

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