Abby K.

DO NOT BOOK YOUR FLIGHT THROUGH KAYAK.COM! The worst customer service I have received in a very long time and I have worked in customer service for the last 10 years. I found a great deal on their site a week ago and quickly booked it. Fast forward a week and I check my credit card account, only to see that I had not been charged for the flight. I quickly call Kayak.com customer service and they tell me the booking was cancelled because of an error (hmmm is this sounding familiar? What is with Kayak and all the "errors"?). What the error is, who knows, because the same exact flight is still available on the Kayak website. The woman I spoke with told me they sent me an e-mail telling me this BUT THEY DID NOT! I checked every inbox I have, including my spam and promotions folder, as well as my deleted folder. So I check their site for the same flight and lo and behold, IT IS $150 MORE EXPENSIVE. Does the customer service rep care? Not in the least, and tells me there is nothing she can do. I start to ask for her name and she HANGS UP ON ME while I am mid sentence. This irritates me beyond belief so I go on the Kayak.com site to send a complaint, only to be e-mailed back with basically the same response, that there is nothing to do and "it is my decision if I don't want to use them again." I will NEVER use Kayak.com again and I will tell everyone I know that they should not use it again. There is no excuse for such terrible customer service and horrible policies. PLEASE DO NOT USE THEM! Use their site to find the best deal, then go to Priceline or the airline site which are always the same price. HORRIBLE HORRIBLE HORRIBLE. I wish I could give negative stars.