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Help CenterHelp Center – Booking and checkout

Booking and checkout.

Booking process.

Can I book a flight for someone else?

Yes. You can book and pay for a flight for another person on KAYAK.

Here’s what to do:

When booking for someone else, enter the passenger’s details exactly as they appear on their government-issued ID. Even small spelling errors can prevent them from boarding their flight.

Here’s a quick checklist of information you’ll need:

  • Full legal name (exactly as it appears on the traveler’s ID or passport)
  • Date of birth, nationality and gender
  • Travel dates, departure and destination airports
  • Airline preferences or frequent flyer numbers
  • Contact details (email and phone number for receiving updates)
  • Special requests such as seat preferences, dietary needs or mobility assistance

Gathering these details beforehand makes the booking process smoother and helps the traveler get timely notifications from the airline.

Important: Many airlines charge substantial change fees to edit passenger information after booking, so double-check all details before completing your purchase.

How to book a flight for a large group?

KAYAK lets you search for up to 9 passengers at a time (or up to 16 travelers when including children, depending on the search). For groups larger than this, you’ll need to contact the airline directly after finding your flights on KAYAK.

Search for your group on KAYAK.

  • Enter your route and travel dates on KAYAK
  • Select the number of travelers (up to the 9-passenger limit)
  • Review the search results and identify the flights that work best for your group
  • Note the flight details, including airline, flight numbers, and times

Contact the airline directly for larger groups.

If your group exceeds the search limit:

  • Use the flight details you found on KAYAK
  • Contact the airline directly to arrange the group booking
  • Discuss pricing and availability with the airline's group travel desk

KAYAK doesn’t employ travel agents to assist with bookings. The platform is designed for you to search and book on your own, so reaching out to airlines directly is the best path for large group reservations.

Important details to remember.

  • Ensure each traveler's name matches their ID exactly when booking
  • Frequent flier numbers can be added with the airline or at the airport with an agent
  • Always verify final pricing and policies on the airline's website before completing your booking

Can I book hotels and flights together on KAYAK?

Yes. KAYAK helps you find vacation packages that combine flights and hotels. When you search for vacation packages, you’ll see bundled options from our partner sites.

To search for vacation packages.

  • Go to the KAYAK.com/packages
  • Enter your destination, travel dates and number of travelers
  • Browse the combined flight + hotel options from partner sites

Important to know.

  • You book through KAYAK with a partner site (like an airline, OTA or another provider), not directly with KAYAK
  • The partner site handles your actual booking and payment
  • Pricing and savings vary by partner and destination

For more information.

Can I book an airport transfer on KAYAK?

KAYAK doesn’t currently offer airport transfer bookings. We’re a metasearch engine that helps you search and compare travel options, but airport transfers aren’t part of what we search for or book through our partners.

However, some hotels offer airport shuttles. Use the Amenities filter in KAYAK hotel search and select Airport shuttle under Services. The results page will show properties with this option.

Are airport transfers included with flight bookings?

No. When you book a flight through KAYAK, the price includes applicable taxes and fees, but airport transfers are not included. You’ll need to arrange ground transportation separately with a transfer service or rideshare provider.

How can I report a bad experience with a KAYAK partner?

The best way to report your experience depends on what went wrong. Here’s how to get your issue to the right place.

Report an issue to KAYAK.

If you need to alert us about a problem with a partner or suspicious activity, use our feedback form.

You can also chat with us directly by clicking “Ask your question” on the KAYAK site.

Please note: Info you share in chat may be passed along to travel vendors mentioned in the conversation.

Report inaccurate pricing.

If the price you saw on KAYAK didn’t match what the partner showed you, use our price-reporting form.

This alerts our team so we can investigate and improve search results for everyone.

Contact the partner directly about booking problems.

KAYAK is a travel search engine, not a travel agent. We don’t handle bookings or payments directly, so you’ll need to contact the provider for issues with your reservation or service.

Manage your booking.

How do I manage a flight reservation?

KAYAK is a search engine that compares flight prices and connects you to airlines or travel agencies to complete your booking. Because we don’t handle the actual reservation or payment, we can’t make changes, process cancellations or issue refunds for you. You’ll need to contact the provider you booked with directly.

Who to contact.

  • Check your credit card statement for the payee name
  • Go to Booking receipts on KAYAK to locate your provider's information
  • Review your browser history to see which site you were redirected to after searching on KAYAK
  • Re-run your original search on KAYAK to see which provider's site the booking was made on

How to change your flight?

  • Identify your booking provider using the methods above
  • Review the change policy on your reservation confirmation (policies vary by provider and the options you selected at booking)
  • Contact your provider's customer support directly to request the change

Please keep in mind that KAYAK cannot access your booking to make changes or resend confirmation emails.

How to cancel your flight?

  • Identify your booking provider using the methods above
  • Review the cancellation policy on your reservation confirmation
  • Contact your provider's customer support directly to request the cancellation

All cancellations must be processed by the airline or travel agency that issued your ticket.

How much does it cost to change or cancel a flight?

KAYAK does not set or handle change or cancellation fees. Costs and refund eligibility are determined exclusively by the provider that issued your ticket. Check your reservation confirmation or contact your provider directly for specific fee amounts and refund policies.

For more information.

How do I manage a hotel reservation?

Here’s what you need to know: KAYAK is a search engine that helps you find and compare hotel options, but we don’t handle the actual bookings. That means cancellations need to go through whoever you booked with.

Who handles your cancellation?

The company that processed your booking manages all cancellations and refunds. This could be:

  • The hotel directly
  • An online travel agency (like Booking.com, Expedia, etc.)
  • Another travel provider

KAYAK doesn’t have access to your reservation details, so we can’t cancel or modify bookings on your behalf.

How to cancel your reservation?

If you booked on KAYAK with one of our providers:

If you were redirected to complete your booking on another site:

  • Contact that provider directly to cancel

Finding out who you booked with.

Check your booking confirmation email for the company name and contact information. If you can’t locate it:

  • Check your spam folder for the confirmation
  • Review your credit card statement for the payee name
  • Contact the hotel and ask which provider your booking came through
  • Check your browser history to see which site you completed the booking on

Understanding cancellation policies.

Each provider sets their own cancellation terms. KAYAK doesn’t control these policies or handle refunds. You can review the cancellation policy before completing your booking on the provider’s site. If you have questions about the terms, contact the provider directly.

How do I manage a car reservation?

Here’s the key thing to know: KAYAK is a search engine, not a booking agent. We don’t hold your reservation details and can’t cancel or change your booking. You’ll need to contact whoever you actually booked with.

Find out where you booked.

If you’re not sure which company holds your reservation, here’s how to track it down:

  • Check your confirmation email - Look for the booking confirmation in your inbox (check your spam folder too). The sender is who you booked with.
  • Review your credit card statement - The company that charged your card is your booking provider.
  • Check your browser history - See which site you landed on after clicking through from KAYAK.
  • Search again on KAYAK - Run the same search with your original dates and see which provider you selected.

Access your reservation details.

If you booked on KAYAK with one of our providers:

  • Go to your Booking receipts to view your reservation details and find your provider's contact information

If you were redirected off-site to complete your booking:

  • Contact the car rental company or booking website directly. Your confirmation email will have their customer service details

Change or cancel your reservation.

To modify or cancel your booking:

  • Review the cancellation policy in your confirmation email before taking action. Policies vary by company and the rate you selected.
  • Contact the car rental company or booking website's customer service directly. KAYAK cannot make changes or cancellations on your behalf.
  • If you have questions about the policy, reach out to the provider's support team using the contact details in your confirmation.

Note: Some bookings are completed while you stay on the KAYAK site, but they’re still fulfilled by a third-party provider. Customer service for these reservations is handled by that provider, not KAYAK.

Where is my car rental reservation?

KAYAK is a search engine that compares rental car options and connects you to providers to complete your booking. We don’t collect or manage reservations, so where your reservation appears depends on how you completed your booking.

If you booked on KAYAK with one of our providers.

Go to Booking receipts to find your reservation and details. This applies if you completed your booking on KAYAK (including KAYAK.ai) with one of our providers.

If you were redirected to complete your booking off-site.

You’ll need to contact the provider directly (the car rental company or online travel agency) for any information about your reservation. Once you leave KAYAK to complete a booking, we don’t have access to your reservation details.

How to identify which provider you booked with.

  • Check your credit card or bank statement to see who charged your card. The payee name is the provider you need to contact.
  • Check your web browser history to see which provider's site you were redirected to after searching on KAYAK.
  • Search again on KAYAK using the same trip details to help recall which provider you selected.

If you didn’t receive a booking confirmation.

  • Check your email spam or junk folder.
  • If it's not there, contact the company that charged your card (as shown on your bank or credit card statement). They can resend your confirmation.

Need to make changes or cancel?

Because KAYAK doesn’t manage reservations, you’ll need to contact the car rental company or the site where you made the reservation. Cancellation policies vary by provider and by the conditions you selected at booking, so review the policy on your confirmation or contact the provider directly.

Where can I find my booking confirmation?

Where you find your booking confirmation depends on where you booked. Here’s where to look based on how you booked.

Booked on KAYAK with a provider while logged in.

Check your Booking receipts page for your confirmation number and booking details. Only bookings completed while logged in will appear here.

Redirected off-site to complete your booking.

If you were sent to a provider’s website to finish your purchase, your confirmation was sent directly from that provider. Check your email inbox (and spam/junk folder) for the confirmation from them.

Not sure which provider you booked with? Here’s how to find out:

  • Check your credit card or bank statement to see who charged you
  • For hotel bookings, contact the hotel directly to ask which travel provider your booking came from
  • Check your browser history to see which provider's website you were redirected to after leaving KAYAK

Once you identify the provider, contact them directly for your confirmation number or booking reference.

How do I contact KAYAK user support?

KAYAK offers two main ways to reach the user support team for general questions, feedback or to report issues.

Contact options.

Feedback form

Chat with KAYAK

  • Available through KAYAK's contact form
  • Submit your question directly through the chat interface
  • Please note: Any information you share (including personal data) may be shared with travel vendors mentioned in your conversation. For more details, visit KAYAK's Privacy Policy

Is there a customer service email or phone number?

KAYAK does not provide a general customer service email address or phone number for consumer inquiries. Please use the feedback form or chat options above for assistance.

Reporting scams or suspicious activity.

If you’ve encountered a scam or suspicious activity, report it directly to KAYAK using the feedback form at www.kayak.com/feedback/form.

Keep in mind that KAYAK is a travel search engine, not a travel agent. We don’t handle bookings or payments directly, and we will never contact you via phone, email, or WhatsApp to complete your booking or request payment.

If you’ve been a victim of a scam, contact your bank and report it to your local authorities.

I didn’t get my booking confirmation. What now?

KAYAK is a travel comparison website. We search hundreds of sites simultaneously, enabling travelers to review and select their travel options with confidence. KAYAK is not the booking or service provider – this means we cannot access, modify, or resend confirmations for bookings. Travelers should contact the company they booked with for assistance regarding their reservation.

First, check your spam folder. Your confirmation email may have landed in your spam or junk folder. Check there before anything else.

Figure out where you booked.

If you booked on KAYAK or KAYAK.ai with one of our providers:

  • Go to your Booking receipts to find your confirmation details and support information available around the clock. You can also manage your KAYAK.ai bookings if you used KAYAK.ai

If you were redirected off KAYAK to complete your purchase:

  • You'll need to contact the provider directly. KAYAK doesn't have access to resend confirmations for bookings made on other sites due to data privacy

Not sure who the provider is?

Here’s how to find out:

  • Check your credit card or bank statement for the company name that charged you
  • Review your browser history to see which provider's site you landed on after leaving KAYAK

Get your confirmation resent.

Once you’ve identified the provider, contact them directly and request they resend your booking confirmation.

What KAYAK can and cannot do.

KAYAK is a travel comparison website. We search hundreds of sites simultaneously, enabling travelers to review and select their travel options with confidence.

KAYAK is not the booking or service provider. This means we cannot access, modify, or resend confirmations for bookings. Travelers should contact the company they booked with for assistance regarding their reservation.

I entered the wrong email address when booking. Help.

KAYAK helps you search for travel options, but we don’t handle bookings directly. That means we can’t access your reservation or resend confirmation emails. The company you booked with has your booking details and can update your email address.

Who to contact.

Contact the travel provider you booked with directly. They manage your booking and can update your email and resend your confirmation.

Not sure who you booked with? Here’s how to find out.

  • Check your credit card or bank statement for the charge. The payee name is the company to contact
  • Call the hotel and ask which travel provider your booking came from
  • Check your browser history to see which provider’s website you were redirected to after searching on KAYAK

What to tell them.

When you contact the provider:

  • Explain that the email address on your booking is incorrect
  • Ask them to update the email address and resend the booking confirmation
  • If you still don’t receive it, check your spam folder

Payments.

What payment methods does KAYAK accept?

KAYAK is a metasearch engine, not a booking site. We don’t process your payment or handle transactions. When you click through from KAYAK to book a flight, hotel, or car rental, you’re purchasing directly from that travel provider (airline, hotel, car rental agency, or online travel agency). They set the accepted payment methods, not us.

Does KAYAK accept Apple Pay, PayPal, Affirm or Klarna?

KAYAK doesn’t handle payments directly, since we’re not the booking provider. The payment methods available depend on the travel site you book with, so check their checkout page for options.

KAYAK partners with Affirm to offer a “buy now, pay later” option on some eligible bookings. If it’s available for yours, you’ll see the details during checkout.

How to find who handles your payment?

If you need to know which provider processed your booking:

  • Check your credit card statement for the merchant name
  • Go to your KAYAK Booking receipts page to locate your provider's contact information

Once you identify your provider, visit their website or contact them directly to confirm their accepted payment methods.

KAYAK for Business payment options.

If you’re using KAYAK for Business, enterprise payment features include:

  • Company direct billing
  • Expense code charging
  • Alternative forms of payment

Contact your company administrator for details on your organization’s payment setup.

Does KAYAK charge a fee?

No. KAYAK does not charge you a fee to search or compare travel options. The service is completely free for users.

How KAYAK works.

KAYAK is a search engine not a booking site. When you search on KAYAK, we show you options from airlines, hotels, and other travel providers, then redirect you to their website to complete your booking. We earn commissions from our partners when you click through or book, but this doesn’t cost you anything extra.

Some search results may include sponsored listings from partners who promote their offerings on KAYAK. These are clearly labeled.

Additional charges from providers.

Travel providers (not KAYAK) may charge additional fees for:

  • Optional services like checked baggage, seat selection, or pet accommodations
  • Service fees (some partners charge these)
  • Payment method fees (depending on how you pay)

These fees are set by the provider you book with, not by KAYAK.

For more information.

Does KAYAK require a deposit?

No, KAYAK does not require a deposit. We’re a search engine, not a booking site or payment processor, so we never collect money from you directly.

When you find a travel option on KAYAK and click to book it, you leave our site and complete your reservation with the travel provider (airline, hotel, car rental company, or online travel agency). Any deposit, prepayment, or payment terms you see are set and collected by that provider, not KAYAK.

How to identify who’s charging a deposit.

  • Check your credit card statement for the merchant name
  • Go to your KAYAK Booking receipts section to locate the provider's details

Where to review payment terms.

Before completing any reservation, review the deposit and payment terms on the provider’s checkout page. Their website will show you exactly what’s required upfront and what payment policies apply to your booking.

Keep in mind that KAYAK doesn’t set prices, fees, or payment terms. We simply show you the options from travel sites with no extra charges added.

For more information.

How do I get a flight invoice?

KAYAK is a search engine, not a travel agency or merchant, so we can’t issue flight invoices. The company that charged your credit card for the booking is the one that needs to provide your invoice.

How to identify your provider?

  • Check your booking confirmation email for the provider's name and contact information
  • Look at your credit card statement to see which company charged you
  • The company name on your credit card statement is your provider

How to request your invoice?

  • Identify your provider using the steps above
  • Contact their customer service directly
  • Request the invoice from them

Example.

You searched on KAYAK, clicked through to United Airlines, and completed your booking on their website. Your credit card shows “United Airlines” as the charge. Contact United Airlines customer service to request your invoice.

My card was charged but I didn’t get a confirmation. What should I do?

Here’s what to do if you see a charge on your card but haven’t received a booking confirmation.

Check your email first.

Look in your spam or junk folder for the confirmation email. It may have been filtered there automatically.

Find out who charged you.

Check your credit card or bank statement to see the company name next to the charge. That company is your provider and the one you’ll need to contact.

Where to find your confirmation.

If you booked on KAYAK or KAYAK.ai:

If you were redirected to another website to complete your purchase:

  • Contact that provider directly using the company name from your card statement
  • KAYAK won't have a record of your reservation since you completed the booking off-site

I was overcharged. What should I do?

Here’s the thing: KAYAK is a search engine, not the seller. The company that actually charged your card handles refunds and corrections. Here’s how to sort this out.

Find out who charged you.

Check your bank or credit card statement to see the payee name on the charge. That’s who processed your payment.

If you booked on KAYAK with one of our providers:

If you booked outside of KAYAK or were redirected to a provider’s site:

  • You'll need to contact that provider directly

Not sure who the provider is?

  • Contact the hotel and ask which travel provider the booking came from
  • Check your browser history to see which site you landed on after leaving KAYAK

Contact the company that charged you.

Only the company listed on your statement can process a refund or charge correction. Reach out to their customer service directly with your booking details and evidence of the overcharge.

If the price on KAYAK was wrong, report it to us.

Use our Report an inaccurate price form.

Include these details so our search team can investigate:

  • Screenshots of your KAYAK search result and the supplier's page (make sure the website URL is visible)
  • Your search URL or search details
  • The name of the company where you saw the price difference

Keep in mind that prices change constantly due to supply and demand, and sometimes there are data issues from suppliers. Your report helps us improve accuracy. These price differences aren’t fraud – they’re just part of how travel pricing works.

Thinking about a credit card chargeback?

We encourage you to call the travel supplier’s customer support first to discuss your concerns before disputing a charge.

Important to know:

  • KAYAK can cancel any travel reservation if you file a chargeback related to that booking
  • If you booked through KAYAK, you accepted the supplier's cancellation policy shown at booking - some rates can't be canceled or changed
  • Chargebacks for non-refundable reservations, charges you authorized, or services delivered as described may be investigated and rebutted

Why prices differ.

Travel prices fluctuate constantly. Sometimes the price changes between when you see it on KAYAK and when you click through to book. There can also be data issues from suppliers – which is exactly why your reports help us improve.

Refunds.

What is KAYAK’s refund policy?

KAYAK doesn’t have its own refund policy because we’re a search engine, not the company that actually books or charges you for your trip. All refunds are handled by the provider you booked with.

Who handles refunds?

The company that charged your credit card or bank account is responsible for processing your refund. This could be:

  • An airline (for flights)
  • An online travel agency (OTA)
  • A hotel
  • A car rental company
  • Another travel supplier

KAYAK doesn’t process cancellations or refunds because we don’t fulfill bookings or charge your payment method. Learn more about how KAYAK works.

How to find your provider and request a refund.

  • Check your credit card or bank statement to see which company charged you
  • Log into your KAYAK account and go to Bookings to locate your provider's contact details
  • Contact that provider's customer service directly to request your refund

What if the price drops after I book?

Contact the provider you booked with directly. KAYAK doesn’t handle price adjustments or partial refunds. The provider will determine if you’re eligible for any refund based on their policies.

If you notice a price inaccuracy on KAYAK, you can provide feedback using the Price inaccuracy feedback form.

Key things to remember.

  • Refund eligibility, timing and amounts are determined entirely by your travel provider's policies
  • KAYAK makes it clear at checkout which company you're booking with
  • If you're unsure who to contact, your credit card statement and Bookings section will show you the provider

If the price drops after I book, will I be refunded?

Here’s the reality: KAYAK doesn’t handle refunds because we’re a search engine, not the seller of your ticket. When you book through KAYAK, you’re completing your purchase with the airline or online travel agency we link you to, and they’re the ones who charge your card and control refund policies.

Who to contact for a fare drop refund.

If the price drops after you’ve booked, you’ll need to contact the company you actually booked with to ask if you’re entitled to a partial refund. Here’s how to find them:

Check your credit card or bank statement for the name of the company that charged you, then contact their customer service directly.

Or visit your Booking receipts on KAYAK to locate your travel provider’s information.

Tools to help you book at the best price.

Price Alerts: Set alerts to receive notifications when KAYAK users find lower prices in the last 48 hours. Available for return and one-way flights.

Price Trends: Use our guidance to decide whether to book now or wait, though keep in mind that prices can change between when you click a deal and when you complete your purchase.

Questions & feedback

Got questions or feedback about bookings, trips, pricing, or anything else?

Get in touch

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Found a price that doesn’t match up?

Notify us about a price issue.

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