Kayak functions primarily as a search aggregator that redirects customers to third-party vendors and booking agencies, resulting in widespread complaints about bait-and-switch tactics, hidden fees, lack of direct customer support, and unresolved disputes, with an average rating of 1.8/5 reflecting severe customer dissatisfaction.
What customers love
Effective flight search engine with extensive filtering options and aircraft information
Individual customer service representatives occasionally provide excellent support
Common concerns
Systematic bait-and-switch practices: prices change at checkout, instant bookings require additional payment, and seat selection restrictions force upselling
No direct customer service; all support routed through outsourced third-party agencies (AirfareAssist, Kiwi.com, Underpricer) that are unresponsive and unhelpful
Booking redirects silently alter customer selections (dates, locations) without clear notification
Customers unable to contact airlines directly and stuck with non-refundable bookings or additional unexpected charges
Website technical issues force users to restart bookings due to dynamic pricing cache clearing
Fraudulent charges disputed but unresolved, with third-party agencies refusing to honor obligations
Customers mention
bait and switchthird-party agenciescustomer servicehidden feesbooking fraudrefund issues
Based on 15 verified customer reviews, KAYAK holds an average rating of 1.8 out of 5 — rated Bad on ReviewTerminal. 20% of customers gave 4 or 5 stars.
