Kayak used to be legit, very good, and I used them many times in the past to purchase cheap tickets. I think they had their own employees who confirmed bookings, helped make changes and would rebook flights when there were alterations or cancellation with the airlines. That is no longer the case. They seem to now be working other companies that are deceptive, dishonest and do not offer good customer support. I just found out that a ticket I booked to fly next week was NEVER purchased, though on Kayak’s site, it shows as confirmed and even shows the card I used to purchase it. The Kayak site directed me to AirAssist for customer service and said that the booking had been made through them. AirAssist showed the booking as cancelled! When I called, they said my card had not gone through and Miguel had tried to call me several months ago, couldn’t reach me and so they cancelled the ticket. But if I wanted to, I could get the same ticket now for 400 dollars more. I was so angry, I couldn’t breathe! We’re in the 21st century. If there’s a problem with the card, we have the de no logo to deal with that in real time, while I’m still on the site. Why have some random guy call me at some random time as if I am waiting by the phone to speak to him? This all happened just 5 days before my international trip. I hung up with AirAssist and fortunately was able to find a fare for the original price through Expedia. It’s infuriating and very disappointing that Kayak has devolved into yet another company who is cutting costs and providing deceptive service in order to make their shareholders richer. I am quite sure the extra money doesn’t go to the third party employees. Shame on you Kayak. You have forever lost a customer who believed in you. Kayak will never see another cent from me!
