• Report: #1014542

Complaint Review: www.kayak.com

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  • Submitted: Thu, February 14, 2013
  • Updated: Tue, March 12, 2013

  • Reported By: brendan — Singapore Internet United States of America
55 North Water Street, Suite 1 Norwalk, Connecticut 06854 Internet United States of America

www.kayak.com www.travelocity.com When you book with Kayak.com! It doesnt guarantee your bookings! Internet

*UPDATE Employee: KAYAK Consumer Services

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I recently made a flight booking with kayak.com for my clients business trip. The booking was confirmed, and I received 24 hour & other alerts to my email address, stating to remind me of the flight. To my horror, the client called from the airport when checking in, saying that the booking had been cancelled by Kayak.com.

It was ridiculous to spend more than 4 hours on the phone with the customer service (redirected to this and that department and ample waiting time on the phone), to ask for an explanation. None was to be had immediately. 

The telephone operators were transferring my call back and forth between the Revenue Protection Department and Customer Service. Apparently, Kayak.com had cancelled the booking without my knowledge. It was clearly Kayak.coms fault that all the problems occurred. They claimed that they had sent an auto-generated email, made phone calls to me and suggested that it was my fault for not receiving the call.

Kayak.com had caused an incessant amount of time wasted and my client to miss his flight. We had to scramble to book him on another flight at additional cost at the airport there and then. Again this caused inconvenience to all and gave undue stress to all. To add to their insincerity to their clients, Kayak.com refused to pay for the airfare and the extra damages that had incurred due to their lapse.

Kayak.com's lapse in their operations incurred damages and losses. Their management and operational procedures are flawed, putting the bookings and reservations in jeopardy.

I will not book with Kayak.com ever again... 

This report was posted on Ripoff Report on 02/14/2013 07:58 PM and is a permanent record located here: http://www.ripoffreport.com/r/wwwkayakcom/internet/wwwkayakcom-wwwtravelocitycom-When-you-book-with-Kayakcom-It-doesnt-guarantee-your-b-1014542. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 UPDATE Employee

KAYAK Consumer Services

AUTHOR: Jim Giza - (United States of America)


Would you please go to http://www.kayak.com/feedback/form and provide full details of the issue?  We'll then be able to quickly investigate and get to the bottom of this. 

Please include dates of travel -and- the date of purchase. By doing so, I'll be able to quickly dive into our audit/archive logs and locate your precise query and transaction.

Again, please provide as much info as possible in the above feedback form as it'll help us more quickly locate the records and more quickly get you a resolution.

Kind regards,
Jim Giza VP Technology, KAYAK
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