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KAYAK, like other search sites, displays content and product from other travel sites. To help maintain high quality results on KAYAK, we have developed the following guidelines for any sites displayed on KAYAK. These guidelines were developed based on feedback from KAYAK users. These policies apply to our core results (in the middle of the results page) and to sites we search via "compare to" links. 1. Sites should ensure that price and availability reported are as accurate as possible. Due to the nature of what we do— real-time searches for travel options across hundreds of suppliers— KAYAK will sometimes find and display a travel option which is not accurate. These types of mistakes happen on all travel sites, but we still work hard to minimize these types of errors on KAYAK. Usually these mistakes are due to some technical reason (it is difficult to keep all the various computer systems synchronized as to whether a particular seat on a plane or room in a hotel is booked). KAYAK will not tolerate any sort of "bait and switch." 2. Taxes and fees should be included, or noted when not. KAYAK strives to show all prices inclusive of taxes and fees. However, with some providers, this may not be possible. For example, not every hotel supplier provides resort fees to our Online Travel Agent partners. Also, in Europe local taxes vary and change often. Thus, we cannot always show prices inclusive of taxes and fees. Nonetheless, we will always attempt to denote when taxes and fees are not included in the rate displayed. 3. Sites should take orders only for what they can deliver. If a travel product is shown as available in KAYAK results, and then shown as available on the travel site, and a credit card is taken, then the travel site should confirm the purchase within 24 hours, by email, phone, or other means. If the travel product is no longer available, then the customer should be immediately refunded all money, including all fees. If KAYAK detects a consistent pattern of accepted bookings that are then cancelled, we will remove the site from our results. 4. Sites should be responsive to customers. Sites should clearly publish contact email address and phone numbers. If you have a question or problem with a purchase you made on any site you found through KAYAK, that site should be responsive to your email and/or phone calls. How You Can Help If you find a site on KAYAK which you think intentionally or repeatedly violates any of these guidelines, please send us feedback with all details, and we will investigate. If we make a good faith determination that a site is intentionally or repeatedly providing bad service, we will remove that site from KAYAK. |