Priceline.com Complaint - Never again, this kind of con artists should be in jail
NORWALK, CONNECTICUT -- We were browsing the web for vacation packages to Hawaii in July. One of them we were considering was offered by Priceline. It was not “Name your price” or bidding kind of deal - I had spinal surgery in May so we couldn't risk any uncertainty.
I found a package that was in the area we considered appealing in Maui, not a 'discount’ price but it was OK. From the website I knew that the flight would be Delta and I knew the exact departure and arrival time that were OK with us. We also knew in advance the name of the hotel/condo.
I called Priceline and the nightmare started.
I asked the agent several times during the phone conversation and booking process if I could cancel the vacation if I needed to. I was assured three times that I could, so we proceeded.
The first suspicious sign was that he asked me what kind of warm lunch and dinner we would prefer and he gave us a pretty long list. But, I interrupted him - no US carrier serves warm food or any food on domestic flights any more in economy class! "Sure they do" - he answered, "just make your selection". (I have my itinerary to prove that I chose, as a whim, vegetarian).
While I was on the phone with the agent my husband was browsing Priceline's website and found another vacation package. Same departure date, same hotel, practically the same price but we could have stayed one day longer. So I asked the agent to switch me to that package. Alas, I was 2 minutes late because I gave him my credit card number 2 minutes before. So he said: it cannot be done. Why not? Well, Delta would allow you to cancel the flight but the hotel would not allow you to change the reservation. That was on July 21 and our departure date was on August 6, so I knew that he was lying.
I got so furious that I told him that I want to cancel the entire package. "Cannot be done" And either he hung up or I did.
In 5 minutes I called the hotel/condo and asked them about their cancellation policy. They had a 7 days cancellation policy with full refund and 1 night fee if one cancels 3 days prior to arrival. But I didn't want to cancel; just I wanted to add one additional day. They were flabbergasted.
I called my credit card company and told them the story and they promised me that they would help me and would resolve the case to my satisfaction. I am still waiting for an adequate resolution. I just received a copy of the bogus paper submitted to the CC company by Priceline that is total lie, deceitful and not a word written there is true.
They sent them a policy that is true only for "name your price" bidding and then submitted a bogus facsimile as if I was booking the package online. This company has no shame. I think I will send a copy of this fraudulent document to the State attorney.
Based on what I read above I am glad that we were not even tempted to go to this trip. Or, Priceline would be sued for serious hospital and surgery fees if anything went wrong.
I think it is high time to rename them Rip-off.com