Priceline - Horrible Customer Service
Air Canada - Complaint
BOSTON, MASSACHUSETTS -- I booked a round trip flight for two through Priceline flying Air Canada. The night before my flight I attempted to check in early to skip the lines, but was not able to. Something seemed off so I called the airline and they told me I was unable to check in because the flight had been cancelled two weeks ago and I had not been notified. I asked him how that could possibly happen and he said the airline contacts the travel agency (Priceline) who is responsible for notifying the customer. At this point I just wanted to get us on another flight, so the representative found another and put me on hold so he could book it. After waiting on hold for 10 minutes he came back and said he was not able to book my new departure flight because the return flight had also been cancelled.
At this point, I had to call Priceline because the airline representative said they couldn't help me. Keep in mind, this is almost midnight. After explaining my situation the Priceline representative blamed the airline for not informing them of the cancellation. He then called the airline to attempt to resolve the issue and put me on hold for over an hour. When he came back he said that they were unable to book new flights for me and instead gave me details of departing flights and told me to get to the airport as early as possible to try getting on one.
Because it was now 1:30 AM and he was telling me I had to be at the airport in a couple of hours I was fairly upset and wanted to know how this happened. Priceline refused to take responsibility for the mis-communication. The representative became extremely rude and was saying whatever it took to get me off of the phone. He told me there was nothing Priceline could do because they did not operate the flights, then began explaining the difference between an airline and a travel agency like I was an idiot.
I will NEVER use Priceline again after my experience and will continue to tell anyone that will listen to steer clear!