SmallBizGenius Analysis
KAYAK, a popular travel search engine, receives mixed reviews regarding its reliability and customer support. While some users praise its search capabilities and helpful agents, many report negative experiences with third-party booking partners and misleading pricing.
Category Breakdown
Scores based on analysis of 272 recent reviews
Third-Party Booking Issues
2.0/10Many reviewers report negative experiences with third-party booking partners found through KAYAK, including hidden fees, canceled reservations, and lack of customer support. For example, several users mention being redirected to companies like Airfare Assist or Underpricer, which then allegedly engaged in deceptive practices.
42 reviews mention thisMisleading Pricing
3.0/10A common complaint is that the prices displayed on KAYAK are not always accurate, with users encountering higher costs or additional fees when redirected to third-party booking sites. One reviewer stated, "Prices shown on KAYAK are NOT real. Once redirected, customers face hidden fees, fake availability, impossible cancellations, or no customer support at all."
20 reviews mention thisCustomer Service
4.0/10Many reviewers express dissatisfaction with KAYAK's customer service, citing a lack of support when issues arise with bookings made through third-party partners. Some users report difficulty contacting KAYAK or receiving unhelpful responses. However, a few reviewers praised specific agents for their helpfulness.
15 reviews mention thisSearch Engine Functionality
8.0/10Some reviewers appreciate KAYAK's search engine for its ability to compare flight prices from different websites and its user-friendly interface. They find it helpful for finding the best deals and filtering options. One user said, "Very good flight search engine to compare flight prices from different websites. Lot's of filters available to find the ideal flight."
25 reviews mention thisPros & Cons
What Customers Love
"Very good flight search engine to compare flight prices from different websites. Lot's of filters available to find the ideal flight."
"Carol was amazing! She found me the perfect flight at a great price, even with my last-minute booking. Her friendly attitude and quick responses made the whole process so smooth."
"The search engine is fast and user friendly."
"I booked a refundable one way ticket on Delta.com for me and my wife. I immediately set up a Trip Notification on Kayak to alert me to a price drop."
Common Complaints
"I made my booking through Kayak because I trusted their platform. I did not choose Underpricer — I chose Kayak. Only after receiving my ticket did I see that the booking was actually issued through..."
"Advertised flights don’t exist when I go to pay. Suddenly, they’re kindly offering flights that are over $100 more per person. Happens repeatedly."
"Shocking company users beware, they have very little if any support and when you make a booking they don't display it in your trips via the APP."
"Hidden fee!!!! I am highly dissatisfied with a booking made through Kayak. After receiving my initial booked email, the next day, the third-party agent "State" demanded an additional $$$75 fee to..."
"Just heard an interesting account of a Kayak customer's experience with Kayak. He purchased a flight to Madrid from them, paid and received a confirmation email. Turned up at the airport for the flight only to find they'd booked him to fly the following day."
Common Questions About Kayak
Answers derived from customer review patterns
Is KAYAK legit and trustworthy?
KAYAK is a legitimate search engine, but its trustworthiness is questionable due to its reliance on third-party booking partners. While KAYAK itself doesn't directly scam users, many reviewers report negative experiences with the companies they are redirected to, including hidden fees, canceled bookings, and poor customer service. Users should exercise caution and thoroughly research any third-party vendor before booking through KAYAK. Booking directly with airlines or hotels is often a safer alternative.
Based on 45 reviewsDoes KAYAK have good customer service?
Customer service experiences with KAYAK appear to be inconsistent. Some reviewers praise specific agents for their helpfulness and responsiveness, while others report difficulty contacting KAYAK or receiving adequate support when issues arise with third-party bookings. The negative reviews regarding customer service outweigh the positive ones, suggesting that KAYAK's support is not consistently reliable. Users should be prepared to potentially handle booking issues independently or directly with the third-party vendor.
Based on 20 reviewsIs KAYAK worth it for small business?
For small businesses, KAYAK's value is limited by the potential risks associated with its third-party booking partners. While the search engine can be useful for comparing prices, the lack of consistent customer support and the possibility of encountering hidden fees or canceled bookings make it a less reliable option for business travel. Small businesses that prioritize reliability and direct support may be better off booking directly with airlines, hotels, or reputable travel agencies, even if it means paying slightly more.
Based on 30 reviewsWhat happens if my flight is canceled when booked through KAYAK?
If your flight is canceled and you booked through a third-party vendor via KAYAK, you may face challenges in resolving the issue. Many reviewers report difficulty getting assistance from KAYAK, as they often direct you to contact the third-party vendor directly. The responsibility for rebooking or refunds typically falls on the third-party, and the process can be complicated and time-consuming. Booking directly with the airline generally provides more straightforward support in case of cancellations.
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