KAYAK: Flights, Hotels & Cars

User Experience Report

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This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

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All Insights

TOP INSIGHTS

A weekly roundup of KAYAK: Flights, Hotels & Cars's key feedback

Third-Party Scams

Many users report being redirected to fraudulent third-party booking sites, leading to financial losses and unfulfilled reservations. Approximately 15% of users have encountered this issue, causing significant distrust in the app's booking process.

I booked a flight through Kayak, but the third-party site was a scam and I lost my money.

Price Discrepancies

Users frequently experience discrepancies between advertised prices on Kayak and the actual prices on booking sites, leading to frustration and mistrust. This issue affects about 20% of users, who find the app's pricing unreliable.

The price shown on Kayak was much lower than the actual price on the booking site.

Customer Service Issues

A significant number of users report poor customer service experiences, including unresponsive support and unresolved issues. This affects around 10% of users, who feel unsupported when problems arise.

I had an issue with my booking and Kayak's customer service was unhelpful and unresponsive.

App Functionality Problems

Users encounter various app functionality issues, such as login problems, app crashes, and incorrect data display. Approximately 12% of users are affected by these technical issues, which hinder their ability to use the app effectively.

The app keeps crashing and I can't log in to access my bookings.

COMPETITORS ANALYSIS

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#1 USERS CHOICE

KAYAK: Flights, Hotels & Cars

KAYAK receives mixed feedback, with many users praising its ease of use, comprehensive search capabilities, and ability to find good deals. However, some users report issues with app performance, inaccurate pricing, and customer service challenges.

#2 RUNNER UP

Skyscanner

Skyscanner is generally well-received for its user-friendly interface and ability to find affordable flights. Users appreciate the wide range of options and seamless booking experience, though some express concerns about occasional pricing discrepancies and missing airlines.

#3 Straggler

Expedia

Expedia faces significant criticism, with users frequently reporting issues related to customer service, booking errors, and hidden fees. While some users appreciate the convenience of booking through Expedia, many express frustration with the lack of support and transparency.

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Nuggets

Major Highlights of the Week

Third-Party Scams

Users are redirected to fraudulent third-party booking sites, leading to financial losses and unfulfilled reservations. This undermines trust in Kayak's platform and necessitates stricter vetting of partners.

I booked a flight through Kayak and was redirected to a scam site, losing money with no support from Kayak.

Price Discrepancies

Displayed prices often differ significantly from final booking prices, causing frustration and perceived deception. This inconsistency damages user trust and suggests a need for more transparent pricing mechanisms.

The app showed a flight for $149, but the price jumped to $780 upon booking.

Users face difficulties logging in and accessing their accounts, especially after updates, leading to reliance on alternative platforms. This indicates a need for improved user authentication processes.

I can't log in with my Apple account after the update, forcing me to use Safari instead.

Customer Service Gaps

Lack of responsive customer support leaves users without recourse for booking issues, eroding confidence in the service. Enhancing customer support channels is critical to maintaining user satisfaction.

I contacted Kayak about a booking issue and received no response, leaving me stranded.

App Performance Problems

Frequent app crashes and slow performance hinder the booking process, prompting users to switch to competitors. This highlights the need for technical optimizations to ensure a seamless user experience.

The app keeps crashing when I try to search for flights, making it unusable.

Misleading Visuals

Accommodation images often do not match the actual properties, leading to user dissatisfaction and distrust. This calls for a review of image verification processes to ensure accuracy.

The picture of the stay did not match what I actually got, which was very disappointing.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Third-Party Scams

Price Discrepancies

Customer Service Gaps

App Performance Problems

Misleading Visuals

Accommodation images often do not match the actual properties, leading to user dissatisfaction and distrust. This calls for a review of image verification processes to ensure accuracy.

Quotes of the week

Hear from some of the most impactful users to drive changes

I reserved a car at Enterprise through Kayak and received an email stating that I was good to go and that 'No further action was required.' When I arrived at Enterprise, they had no record of my reservation. I had to rearrange my vacation as a result.

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Kayak lists prices from various third-party booking agencies, including scammers like Super.com. Until this company is removed from the app, I will not book anything through Kayak. Lesson learned!

Believer LC

Good app for finding deals BUT DO NOT book through Kayak directly which is in partnership with Airfare Assist. My girlfriend and I booked separate tickets but same itinerary. They gave her all of my flight details and even payment details just through my last name. That is very concerning.

terryhogan

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The quotes of the week

Hear from some of the most impactful users to drive changes

Candice Wu

App Store

Kayak lists prices from various third-party booking agencies, including scammers like Super.com. Until this company is removed from the app, I will not book anything through Kayak. Lesson learned!

Kelly Williams

Google Play

Koray Okumus

Google Play

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User Experience Report

Report Date

KAYAK: Flights, Hotels & Cars

Top Insights This Week

Third-Party Scams

Price Discrepancies

Customer Service Issues

App Functionality Problems

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

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Major Highlights of the Week

Major Highlights of the Week

Hear from some of the most impactful users to drive changes

Start your 14-day free trial today

The quotes of the week

Discover Anecdote’s all-in-one customer experience platform

Search through all your feedback, instantly

Use AI to automate and prioritize your feedback analysis

Send surveys and analyze them with AI

Segment feedback from your company in charts and summaries

Benchmark your company's feedback against your competitors

Stay on top of your feedback with alerts