maria s.

PLEASE READ THIS... NEVER USE KAYAK nor VAYAMA they are just a plain NIGHTMARE.

This is the absolut worst way to plan your trip! Horrific experience, unprepared staff, hour-long calls without being able to get any help at all... our tickets we recieved an mail (money had already been debited) stating that our tickets had been cancelled and that we would have to take a different airline (about 14 hours longer, because of longer connection times) and paying a lot more money. This was completely unacceptable and we are still thinking of a lawsuit against this company. However, sadly, that was only the begginning... it started off really bad because after we bo about 45 days BEFORE OUR TRIP we tried to change the departure date (we had very flexible dates and practically any day within a 10 day period worked for us) however, VAYAMA staff kept telling us that we had to call the airline directly, and then they said that no dates were available, we just kept recieving emails (automated responses) stating that our requested changes were not possible and so on. It was really frustrating, HOWEVER, after all these try outs, my husband had to have and unexpected spinal surgery, therefore it was a MEDICAL EMERGENCY, and regardless of how well I explained the situation to Vayama (I offered to send medical records, hospital surgical report, dr´s medical letter, and anything else I could possibly think of- or Vayama could possibly ask) and still, the only thing we received was a standard- automated response ( the same we had recieved before) stating that our change was not possible. The whole thing happened again when we tried to change our return flight (calling several times after being told to call different numbers, airline directly, and so on) but ultimately not being able to do anything at all. Also important to state that we were never asked whether we wanted to use VAYAMA, to which off couse we would have said NO, but we were automatically redirected through KAYAK. Its really unbelievable that we recieved so little help and support, considering that as I told them, my husband had recently had cancer and undergone surgeries, chemo and radiation and therefore we had to have extra care with his spinal surgery and really needed to change that flight. We ended up taking the risk and flying because we did not want to loose USD2500 which is what we had payed for our tickets.