KAYAK

User Experience Report

Week of February 21st, 2025

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's key feedback

Search Redundancy

Users are frustrated with the need to repeat the search process for amenities like air conditioning and Wi-Fi. Streamlining the search process could enhance user experience and reduce frustration.

Currency Discrepancy

Users are frustrated with the need to repeat the search process for amenities like air conditioning and Wi-Fi. Streamlining the search process could enhance user experience and reduce frustration.

Accessibility Issues

The app lacks proper accessibility features, making it difficult for visually impaired users to navigate. Implementing basic accessibility testing could significantly improve usability for this demographic.

Customer Support Gaps

Users frequently encounter issues with customer support, especially when dealing with third-party bookings. Enhancing customer service responsiveness could mitigate negative experiences and improve user satisfaction.

COMPETITORS ANALYSIS

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#1 USERS CHOICE

Skyscanner

Skyscanner is highly praised for its user-friendly interface and ability to find competitive flight deals. Users appreciate the app's comprehensive search options and the convenience of planning trips with its 'everywhere' feature, although some have noted recent updates have made navigation less intuitive.

#2 RUNNER UP

Google Flights

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#3 Straggler

Expedia

Expedia faces significant criticism for poor customer service and issues with booking reliability. Users report problems with hidden fees, app compatibility, and lack of support during travel disruptions, leading to a negative perception of the platform.

Nuggets

Major Highlights of the Week

Search Redundancy

Users are frustrated with having to repeat the search process for amenities like air conditioning, kitchen, and WiFi. Implement a feature that allows users to save their search preferences and apply them across multiple searches to enhance user experience and reduce redundancy.

Currency Discrepancy

Users are experiencing unexpected currency changes from USD to EUR, leading to higher final prices. Ensure currency consistency throughout the booking process and provide clear currency conversion information to prevent user confusion and dissatisfaction.

Accessibility Issues

The app lacks proper accessibility features, making it difficult for visually impaired users to navigate. Conduct comprehensive accessibility testing and implement improvements such as text labels for buttons and compatibility with screen readers to enhance usability for all users.

Customer Support Gaps

Users report inadequate customer support, especially when dealing with third-party bookings. Strengthen customer support channels and ensure clear communication and responsibility between Kayak and third-party partners to improve user trust and satisfaction.

Price Inconsistencies

Users are encountering discrepancies between displayed and actual prices. Implement real-time price updates and ensure transparency in pricing to build trust and prevent user frustration.

Fraudulent Partners

Users have reported issues with fraudulent partners like GoToGate. Conduct thorough vetting of partners and remove any with a history of fraudulent activity to protect users and maintain the app's reputation.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Search Redundancy

Currency Discrepancy

Accessibility Issues

Customer Support Gaps

Price Inconsistencies

Users are encountering discrepancies between displayed and actual prices. Implement real-time price updates and ensure transparency in pricing to build trust and prevent user frustration.

Fraudulent Partners

Quotes of the week

Hear from some of the most impactful users to drive changes

The app's recent updates force users to use the 'explore' tool for flight searches, which is frustrating for those who prefer direct searches. Additionally, Kayak prices are often higher than booking directly with airlines, and users miss out on rewards.

App Store

After booking with Kayak, I faced unauthorized transactions on my credit card and had to deal with multiple companies for a car rental, none of which took responsibility for the issues. The booking process is smooth, but resolving problems is a nightmare.

Google Play

As a blind person, the app is unusable due to poor accessibility features. Buttons lack text labels, and essential booking options like 'one-way' or 'multi-city' are inaccessible, making the app useless for visually impaired users.

Google Play

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The quotes of the week

Hear from some of the most impactful users to drive changes

Candice Wu

App Store

Kelly Williams

Google Play

Koray Okumus

Google Play

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User Experience Report

KAYAK

Top Insights This Week

Search Redundancy

Currency Discrepancy

Accessibility Issues

Customer Support Gaps

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

Start your 14-day free trial

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