KAYAK Reviews

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