• Report: #1005440
Complaint Review:


  • Submitted: Tue, January 29, 2013
  • Updated: Tue, March 12, 2013

  • Reported By: Joel — San Francisco California United States of America
Internet United States of America

Kayak kayak.com BE CAREFUL - I didn't get the flight I thought I was getting, Internet

*UPDATE Employee: KAYAK Consumer Services

*Consumer Comment: Similar Instance had occurred to me

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I had never used one of the airline "aggregator" sites such as Kayak.com.  My niece had a stroke, and my wife needed to make an immediate airline trip to be with her and her sister.  Looking at the regular airline sites, the same day fares were $500; we were looking at this after midnight, and my wife needed to travel that same day.

So I went to Kayak.com, and it showed me many fares in the under $200 range, for the next date date.  It appeared that Alaska Airlines had a $170 fare for the same day.  Kayak took me out to the Alaska site.  I carefully booked the flight, and paid.  The flight was a commuter flight from our home airport to a major airport, and then a regular Alaska flight to our destination city.

One "odd thing" happened - when i signed up for flight alerts, it would not give me a flight alert for the commuter flight...the Alaska site did not explain why, and it gave me an alert for the second flight.

My wife went to the airport (it's now about 8 hours after the ticket booking).  When she got there, she found the Alaska counter empty, and a sign saying that the commuter flight she was looking to board was not even scheduled until next month.  She called Alaska, and they 'discovered' that we had booked a flight for 2 weeks from today!

How did Kayak "transfer" my request for a January 29 flight into an Alaska Airlines response for Feb 12?  This tells me to BE VERY CAREFUL when dealing with a "cheap flights" web site.

Alaska Airlines was very gracious, and booked the same itinerary for about 4 hours later for the net fare change without further penalty.  Of course that was more than twice what we thought we were going to pay, but still less than what I had seen on the United and Alaska web sites.  My compliments to Alaska

This report was posted on Ripoff Report on 01/29/2013 10:58 AM and is a permanent record located here: http://www.ripoffreport.com/reports/kayak/internet/kayak-kayakcom-be-careful-i-didnt-get-the-flight-i-thought-i-was-getting-internet-1005440. 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 etc.  If it turns out that you searched for date XXX and we in fact then transferred you somewhere else with incorrect date YYY we will make it right.

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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#2 Consumer Comment

Similar Instance had occurred to me

AUTHOR: brendan - (United States of America)

Kayak.com did not guarantee my booking.

I find some similarities in our cases. 

I booked a flight on 3 Jan for 9 Jan for my client to travel. When he reached the airport, apparently China Southern Airlines told him that his flight was cancelled by Kayak.com had they couldn't do anything about it. Kayak.com had sent me flight check in alerts twice the day before. No change in itinerary was even sent and the booking had been confirmed on email. 

They claimed that they had sent an auto generated email to notify and claimed to have made calls but to no avail. 

Thankfully u managed to get a flight after from Alaska
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