Priceline.com Complaint - If you have any other option use it!!
You may be one of the lucky ones, if your plans don't change you will never have to talk to a customer service agent at Priceline.com. That, unfortunately, was not my experience. I called to find out how much it would cost to change a non-refundable flight. I was advised that the dates for my flight could be changed for a "$100- $150 airline charge fee"and any cost for the difference in airfare. The problem occurred when A. I was advised that I would need to research the available flights and then call Priceline back and then they could help me figure out what I needed to do. OK, done. I called back and the second person I talked to just said the exact thing over again (word for word/verbatim). I explained that I had already found flights for the alternate schedule, but the woman could not get past her scripted response. To add to the frustration there were digital audio problems and the woman spoke thickly accented English and spoke quickly. I had to ask her to slow down several times and to repeat the information. Finally she admitted she could not help me and transferred my call. During the transfer the call was dropped. I called back, got an Alicia, she too spoke very heavily accented English. I asked for a supervisor, she resisted getting one, so I hung up. I called back, got Ruiz, he did do the right thing and transferred me. I spoke with Arlyn, she went through the same long spiel about the charges, she could not answer my question either, so I was transferred again. It took 20 minutes on hold to finally get to Sunny who gave me the information I was looking for. The whole saga took an hour and a half. I won't use this service again and it is important that when you need help there needs to be someone you can understand and who understands you. Front line customer service people need to be empowered to help customers not just parrot information that can be found on the website.