Priceline.com Complaint - Customer Service needs to speak English
I purchased a vacation for my wife and I almost one year in advance on Priceline. It was a good deal for the airfare and hotel to London. With how expensive the UK is, there is no arguing its a good deal. I did purchase travel insurance just in case... Fast forward about 7 months. I am moving due to military obligation and my wife has moved out of the house, so needless to say we are not taking the trip. I contacted customer service and was told to call the insurance company. I called them and obviously they are not an American company. I was basically told (in poor and broken English) that too bad so sad, your reasons are not good enough for us to give you money back.
I contact Priceline again and complain. I will not be taking the trip, period. I want my money back and here is why. They tell me they can refund the hotel but not the plane tickets, for that they have to contact the airline. I give them all the information they ask for. (Still in broken English) And they tell me they will refund it all as soon as they can. No refund comes.
2 Months later I call again. Talk to another representative who I can't understand who tells me to contact their refund department directly. I finally do and actually get an American woman. Jennifer (323991) is awesome. She refunds me the hotel and I actually get an email confirming this. AND she called the airline on my behalf and was told to fax them a copy of my orders and they would refund immediately. Why can't Priceline hire Americans directly? Why do the customer service reps act so rude when you say you can't understand them? Why do they get even ruder when you ask to speak to an American?
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