If I could give a ZERO, I would. I have used Kayak for years as a search booking engine for travel, and I have always enjoyed their product. Recently, however, as I searched for an airline/airfare and made my selection, the "vendor" was noted as "Bought Through Kayak." I had little concern as Kayak had earned my respect as a search engine. I was sent an invoice through Kayak, though I was charged directly by the particular airline and issued a ticket on that airline's stock. Due to pandemic travel issues, the airline itself cancelled my flight. When I contacted the airline, I was told as I had booked "through a third party," I needed to contact Kayak. So far, so good. But when I called Kayak, I was told that they are only a "Search" site and not an agent/vendor. I pointed to their issued original invoice. (It was almost as if their customer service didn't realize Kayak was actually SELLING certain tickets.) After much back and forth and a true 'Catch-22' situation, I was told that Kayak "provided me the COURTESY of contacting the airline," and that of course the airline had agreed to a full refund. However, I was instructed that Kayak (who says that are not selling agents) would require a $100 per person/per ticket refund fee -- amazingly to be charged immediately, and then awaiting the AIRLINE-issued full refund weeks or months down the road! I can understand fees when they occur - sometimes. But Kayak cannot have it both ways, saying they are a "search site only," and then actually acting as a selling agent. The fact that extraordinary circumstances caused the AIRLINE to cancel my flights and gladly offer me a full refund with no fee or penalty of any kind should NOT entitle Kayak to add-on a previously undisclosed fee. I had no choice but to pony up -- even though the airline itself said what was happening to me at least in this case this "just wasn't right." So buyer beware! I won't again use Kayak for any reason (I spend about $30k annually on travel -- pre-pandemic anyways, so their $200 "push" on me will certainly cause then more that by a longshot with my future. ) Look to Skyscanner as a great search alternative! PS: even trying to contact Kayak and their people is a sheer experience in frustration....you only get weirdly automated voices and spend hours on music on hold.
