DISTRICT OF COLUMBIA -- I recently used the "name your price" tool on Priceline flights. When I began my search I entered the dates of 5/1-3/2015. No flights matched my bid so a box popped up with suggestions of how to modify my flight. Above the options for modifications it gave you an option to change your date so I changed my dates to 4/30/15 and 5/4/2015 so that I would be at my destination during the time frame I needed in case my bid landed me a redeye flight. I never checked the "flexible dates" box.
I was given a redeye flight for my initial dates, exactly what I was avoiding. After speaking to Priceline management the only solution I am being offered it to pay $200 to cancel my flight. Apparently when you change your dates they do not honor it unless you start the entire search over.
NORWALK, CONNECTICUT -- First off, NEVER take the BBB's rating at face value, always scroll down to their complaints to see if there are any. How a company who has 3000 complaints, with 1500 resolutions and 100% of customers dissatisfied with the resolution, hold an A+ with the BBB is mind boggling and misleading. They have an advertisement for Priceline on their website and Priceline pays to be accredited, reeks of being completely untrustworthy and downright lying.
Okay to my Priceline horror story. I was purchasing a ticket to Honolulu HI and decided to try the "name your own price" button because it guarantees up to 40% off. Who can resist, right? It sounds too good to be true, you want to know why? Because it is. I was sent to the next page where I was given 3 choices of departure cities but only ONE arrival was "Honolulu HI" so I chose my departure assuming the arrival was all set.
It stopped me before I went to the next page with big red letters that stated "choose an arrival destination" so I clicked on the ONLY ONE that was there, the one I typed in, not in code but the words, Honolulu HI and then hit the next button. I decided to take the insurance, read the rules, put in my credit card info and hit purchase. Well my price was accepted, yay! You would think so, but not to my destination of Honolulu HI, but to Helena MT!! Where did that come from?!
After frantically searching for a phone number hidden deep in the site like a treasure hunt, I finally found the number and called it. I was put on hold for almost 10 minutes due to high call volume at 11:20 PM in the evening. This was not looking good for me. I noticed they took the money out of my bank account immediately. I got a woman on the phone that could barely speak English and she was rude as all get out. I told her my story and asked her to "please help me fix this."
I said that I even used the back button and there it was plain as day Honolulu HI and a check mark right next to it, how could this happen? I was in panic mode but figured it would be all set since it was Priceline's system that did it. She told me that the codes for Honolulu and Helena are one letter off. I don't know why she told me that, I didn't put in any code, I typed in Honolulu because I don't know any "codes". She then said that I initialed on the page that confirmed that I wanted to go to Helena and my ONLY choice was to cancel, take a 30 hit for a fee then apply 120 towards a new flight and the rest would be refunded.
After insisting this wasn't true and that I used my back button and it clearly shows I clicked Honolulu, she said "Yes I know I see that, but then on the next page it said Helena and you agreed to it." I was out of my mind baffled, but was exhausted by her rudeness and unsympathetic nature, I reluctantly agreed because she said it was my only option and I thought 30 dollars isn't worth all this aggravation. I mean this just happened 10 minutes ago, this wasn't like I changed my mind or didn't like the flight, it was the WRONG destination, no one is going to Helena MT and especially paying 200 more than a regular ticket is worth! That's nuts!
I asked her to stay on the line with me while I redid this because I was going to read to her every step of the way and she was so annoyed she ended up hanging up after my 2nd attempt of them NOT accepting my price AFTER it said "Your deal is all but sealed!" Of course they only counter offered with FULL price tickets.
After looking at her email and finding out they were keeping over 160 dollars of my money, not 30, I called back got another agent and got the same exact wording as the first one. However, he did in fact state that although he does see me checking off Honolulu since I already cancelled he could not see what I actually purchased. That made no sense to me. I said "so you can see me checking off Honolulu but you can't see what I actually purchased? What do you think I was purchasing?" I was even more baffled. I asked for their customer relations department because he said they're the only ones who could help. He wasn't rude thankfully, but he didn't speak English either.
Then another non English speaking woman got on the phone and it hit me, they're not in CT or even in the US and they're not going to help me. She did say as a "courtesy" that they would refund my insurance and that I should try again tomorrow since Priceline would no longer let me name my own price. I was almost up to the full price of the ticket but was refusing to go over the amount I was out if I was stuck with this. I finally gave up, went to bed at 2:00 Am and first thing in the morning called their corporate office which sent me over to yet another call center where they didn't speak English.
I got the same script read to me, the same wording everything. I even asked a yes or no question and she answered with the same scripted sentence and I told her "Please, do not read a script to me and just answer my question. Do you or do you not have the ability to help with my problem?" and she still read the same line from the script. I said "I would take that as a no."
After doing more research on the company I was astounded by all the bad reviews from actual customers. Something I should have done in the first place, check with real consumers not the BBB who is paid to give a great rating for a poor track record on their own site.
Well, I finally tracked down the corporate office and reached the voice mail of this woman named ** who stated she would get back to me today if I left a message. I left a long message spelling out that their website made an error although their customer service agent stated I agreed to it with another agent stating they could only see Honolulu could they please call me back. Of course no call yet. I did call my bank who were very sympathetic to this situation because it's a gift for my daughter's graduation and she's going with all her friends. Some of them used a different site and got a great price, I warned the rest not to even go near Priceline.
In the end I got a temporary credit back from my bank, they're going to do a full investigation and I still filed a complaint with the BBB, I have yet to hear back from them also. So there's my novel. VERY BAD experience. I don't care about their codes, they knew what they were doing, they bait and switched me and it amazes me how they're still in business.
I am pleading with you people, do not listen to the morons on here telling you that it's your fault and they just happen to know what it states on Priceline's site down to the punctuation marks. They have to be working for them otherwise they're doing an awful lot of purchases with them daily to coincide with your Priceline Horror Stories. Just stay away from this company, save yourself the headaches, just don't do it. It's not worth it, it's just a way to get you to purchase a full priced ticket to somewhere or not take accountability for their own errors.
Shame on them for scamming the consumer in this economy. They should be put out of business instead of paying Shatner and that annoying Penny chick to snooker you into believing they actually guarantee to save you up to 40% off and the best prices, but more than that, for ripping off the consumers with bait and switches. They should be arrested for all the scams they've pulled.
I went onto Priceline and bid for a ticket from Ft. Lauderdale Fl to Newark NJ. The bid was too low but they came up with a price I could afford. I went and accepted the price, paid for it, called my dad and told him the date and the time. The day I would travel I went to confirm my ticket and seen they sent me a email days later telling me to confirm a ticket from Newark to Florida.
I was so emotional because that week was so busy and stressful. I never thought to check my email to see any errors or switch on the airline ticket I originally bought. I called United airlines and they stated since they were a third party I would have to call Priceline to switch the airline ticket. There were available seats but Priceline would have to reroute the ticket.
I called Priceline and spent four hours with multiple people reading from a script and putting me on hold acting as if they were going to help me resolve the issue. Keep in mind that the email states there is no refund but the reps would repeat they could only refund me 15.00 of the whole ticket me at this point. I was so frustrated and explain to the representative that I was not calling for a refund just to change the destination back to the initial destination. I was laughed at, put on hold and nothing no resolution.
This is a company that is not even in states and all the reps are out of the states unable to do anything to help the consumer. I feel like this company should be shut down and receive no stars.
RENSSELAER, NEW YORK -- While buying 2 airline tickets on Priceline.com I was offered a $50 discount on my airline fare if I applied for their VISA credit card. After completing the application I hit the "submit" button. It processed for a moment & displayed an error message that my application couldn't be processed at that time. I couldn't do anything except to start all over again - even to order the tickets - and used my credit card.
2 weeks later I receive a Priceline.com VISA card! Nothing throughout the process indicated my application had processed or approved. I called to cancel the card and said I am displeased and thought it was deliberate & misleading on their part. The representative said there is a $50 credit pending; I told her that I was so displeased that I'm not using the card just to get the credit. I said that unless they send me $50 I will tell anyone not to use Priceline.com and not take the $50 bait to sign up for their credit card. She was unresponsive to that and so here I am.
If you use Priceline's "Name Your Own Price" service, you could end up with a bad choice of airline. EXAMPLE: Frontier Airlines charges $25 per carry-on bag, when most domestic airlines provide your first carry-on free. Extra fees can be a got'cha to a winning bid.
EXAMPLE: Recently Korean Air executive Cho Hyun-ah, who was the executive head over cabin service, turned the plane around at JFK because macadamia nuts were served to first-class passengers in a bag rather than on a plate. They berated the senior steward, forced them to kneel in apology, then kicked them off at the gate. A family business run amuck.
After 22 days of back-and-forth with Priceline, it comes down to this. Priceline not only does not care, they will not listen. They refuse to discuss the policy or consider options to omit airlines during bidding. Their customer service refuses to connect you with a manager (I asked several times). Attempted contact with executives was ignored.
ALVIN, TEXAS -- My flight got changed and I have called three times getting no info from Priceline. They tell me the office they need to call to be able to fix my tickets are always closed and only open from 10-6pm EASTERN TIME. Which they neglected to tell me the first two times I have called. Not only this, but because I bought my tickets through Priceline, they technically own the tickets until I depart so I can't even call the airlines to get my tickets fixed myself.
SO I am still dealing with the stupid people that are very unhelpful. Especially since I have called three times and it is like I have to start all over explaining everything every time I call because they don't look at each others notes left on the account. NEVER TRUST THIS COMPANY OR USE IT!
I booked a trip to Vegas a few months ago and had to cancel it due to a medical emergency backed up by a doctor's note faxed directly to Priceline. Upon cancelling the trip, I was told that the value of my airfare could be used on any future (within a year) Priceline booking because I'd originally booked with Priceline. Makes sense right? Well apparently, as outlined in the follow-up email they sent me (but NOT in the phone call!) I can only use that credit on VIRGIN flights because my original trip had been Virgin flights.
Now, Priceline holds that credit, Virgin has nothing to do with it and doesn't care where I use the credit, but because of Priceline's STUPID "policy" they will only let me use the credit for Virgin flights! This is a HUGE ISSUE because Virgin only flies to like ten cities, NOT including Houston which is the only place I plan to go in the next year!!! And nobody will fix it!
Not to mention one of the representatives I talked to hung up on me, and another was EXTREMELY snotty, kept interrupting me and talked down to me like I was stupid when I've spent about FIVE hours on the damn phone about this issue. I WILL NOT drop it. PRICELINE CANNOT BE TRUSTED. DO NOT BOOK USING PRICELINE.COM. They will find a way to screw you out of your money.
ST LOUIS, ILLINOIS -- I bought airplane tickets to Mexico in Priceline. They offered the travel insurance in case of any health problem we could change it. Well I got sick and I was trying to change the tickets to a different time, and they said that they didn't cover that. So they lie and they are a complete joke. I talked to the airline company and they said that they actually have travel insurance and they cover 100% of things like that, so I know now that it was a big mistake to buy the tickets with a no serious company like Priceline. Please don't buy with them. Be safe and buy with the airlines directly. They can take care of you right.
PRICELINE.COM -- I've booked my flights with Priceline.com several times but this one was a last time. I booked my flight to Vegas, paid additional fee of $17 per person for travel insurance. When time came to change dates, I learn that insurance is not covering anything. I went to cancel and learned that insurance doesn't cover this either. I canceled anyway to at least get half of my money back. This is where I learned that this half of my money is just a credit for my next trip, not money back... Well if you don't want to pay for trips you're not going to be on. Choose someone else to book with.
I used Priceline for the first time to fly from SFO to Florida for my best friends wedding. The issue was that I made a mistake when I booked the ticket. I took responsibility for that mistake. I thought my flight, left on Thursday evening and when I arrived at the airport, the agent told me I had missed my flight from the night before. I panicked, as being the maid of honor was an important role and was afraid I would not get the honor.
I called Priceline and their travel agent department was not open. My flight home was cancelled as well. I called the airline directly and they helped me. My original ticket was $780. My ticket to get there and back was $1900. Yes, all true!!
I began calling Priceline when I arrived home, sending messages and was told it was an airline issue. After spending hours on the phone, between Priceline and both airlines, I have now been told by them it is a Priceline issue. The ball keeps getting tossed back and forth. I spend almost $3000 getting to Florida and Priceline is unwilling to even issue a credit for part of it. I will NEVER use them again.. and I cancelled the Visa with them too. I will be sure they don't get another penny of my money or friends/family. The worse customer service EVER!!