| Information |
Why it helps |
| KAYAK account email |
Helps locate Trips and booking receipts |
| Provider confirmation number |
Required by airlines, hotels, rental companies, or OTAs |
| KAYAK booking receipt |
Shows whether the booking was completed through KAYAK |
| Trip dates and route/property |
Needed for lookup and policy review |
| Merchant on bank statement |
Shows who likely controls the charge |
| Ticket number or hotel confirmation |
Needed for refunds or changes |
| Cancellation policy from confirmation |
Determines whether a fee or refund applies |
| Price screenshot |
Useful for price mismatch reports |
| Error screenshot |
Useful for website, app, or account issues |
| Privacy-request details |
Needed for account or data-rights requests |
If you do not see a booking in KAYAK Trips, search your email for the provider confirmation and forward it to trips@kayak.com if you only want to organize the itinerary.
Changes, Cancellations, and Refunds
KAYAK's booking help page says that if you were redirected off-site to complete a booking, you need to contact the provider directly. KAYAK does not have access to that reservation and cannot make changes, cancel, or resend confirmation emails.
If you booked on KAYAK with one of its providers, use Booking receipts to find your reservation details and provider contact information. KAYAK still says cancellation policies vary by provider and by the terms selected at booking, so the provider's rules control the outcome.
Book with KAYAK has separate Terms and Conditions. Those terms say that cancellation or modification of a booked flight depends on airline fare rules or other terms, and list Customer Care at 1-855-920-9942 for cancellation-policy questions.
For flights to, from, or within the United States, U.S. Department of Transportation refund rules may apply when an airline cancels or significantly changes a flight and you do not accept the alternative. The airline, ticket agent, and merchant of record matter, so keep the provider confirmation and payment record.
Trips, Booking Receipts, and Confirmation Emails
KAYAK Trips is an itinerary organizer. KAYAK says you can forward flight, hotel, and car-rental confirmations to trips@kayak.com and KAYAK will create or update the itinerary. Editing a trip in Trips does not change the actual airline, hotel, or rental booking.
For a booking made elsewhere, Trips can help you find information, but the provider still controls the reservation. To change or cancel, contact the provider shown on the confirmation.
If you booked with KAYAK and cannot find the receipt, use the Booking receipts path or Help Center. If you booked off-site, ask the airline, hotel, rental company, or booking website to resend the confirmation.
Price Issues, Account Help, and Privacy
For price mismatches, use KAYAK's price issue feedback path and include the route, dates, travelers, screenshot, clicked provider, displayed price, and final price. Prices can change quickly, but screenshots help KAYAK investigate display problems.
For account help, use the Account management and Trips section of the Help Center. Use this for password resets, email changes, account settings, email preferences, and Trips organization.
For privacy rights or data questions, use KAYAK's Privacy Policy and privacy controls. Avoid sending passport images, payment card numbers, or account passwords through general feedback forms.
Use this script:
"I need help with a KAYAK-related booking. I completed payment [on KAYAK / with provider name / I am not sure]. The KAYAK account email is [email], the provider confirmation number is [number], and the issue is [change, cancellation, refund, missing confirmation, price issue, account, Trips, or privacy request]. The travel details are [route/property/car rental/date]. Please confirm whether KAYAK or the provider controls this booking and what the next step is in writing."
Helpful questions:
- "Was this booked through Book with KAYAK or redirected to another provider?"
- "Which company is the merchant of record on the payment?"
- "Where can I find the booking receipt?"
- "Which cancellation policy applies to this exact fare or rate?"
- "Can the provider resend the confirmation?"
- "Will the refund be cash, credit, or provider voucher?"
- "Can KAYAK investigate a displayed-price mismatch?"
