We analyzed 1 512 reviews about Kayak

Does this travel search engine help travelers to make better decisions?

The search engine Kayak has helped millions of travelers to make confident decisions since it was founded in 2004. The service searches hundreds of travel sites to compare different flights, hotels and rental cars to make sure users have the information they need to plan their trips.

Using a travel search engine can be helpful when you are planning a trip. We wanted to see what customers think about Kayak, one of the large search engines. To analyze this, we collected 1 512 reviews about Kayak and ran them through Gavagai Explorer.

Here are 5 things we found out!

“Price” is the second most talked-about topic, mentioned in 24% of the reviews. The grade for this topic is slightly higher than the average of all topics: 3,34 / 5 compared to 3,16 / 5. The topic has been talked about less frequently over time. 

Reviewers who talk about “flight ticket” seem to give a higher grade, than people who talk about “hotel” and “car”.

The topics “payment” and “credit card” seems to have a negative impact on the grade. The average grades are 1,84 / 5 and 1,55 / 5, which is lower than the overall average. Although the topics appear to be correlated to a negative grade, they only occur in 2% each of the reviews and they had been talked about less frequently over time.

The topic “navigate” is often mentioned together with “easy” and it seems to have a positive impact on the grade. However, some reviewers mention that navigating is difficult for new users. 

Reviewers who mention the topic “app” seem to give a higher grade than the average of all topics: 3,92 / 5 compared to 3,16 / 5. The topic was talked about a lot in 2012, but since then it has been talked about less frequently. It is often mentioned together with “easy” and “great”.

What can we tell from this?

From our analysis, it appears that customers who use the service to compare flight tickets are more satisfied than customers who use it for hotels and rental cars. 

Users seem to appreciate the app, which appears to be helpful when planning trips.

Some reviewers mention they had a problem to purchase flights with their credit cards because of computer problems. In general, people who talk about payment seem to give a lower grade than the overall average. Since this topic was talked about more frequently some years ago, the company might have solved the payment issues. However, we suggest Kayak look closer at our analysis to see how they can improve user satisfaction. 

Want to try this kind of analysis on your own data?

Gavagai Explorer is free to try (no credit card needed) and works in 46 languages.

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Gavagai is a Swedish language-tech company using advanced AI to help businesses analyze text and feedback – so they can understand their customers better. Spun off from the Swedish Institute of Computer Science, our Word Space Technology has grown and improved over 20 years, and our research team has published more than 400 academic papers.