Priceline Complaint - Responsibility - Flight to St Louis
On February 24th, I purchased a flight, roundtrip, from John Wayne/Orange County airport to St. Louis using the "name your own price". Flight was to depart on April 23rd and return on April 26th. I got a great deal, saving over 80 dollars off the same flights booked directly through Frontier airlines. As I am sure most people know, on April 22nd, the St. Louis airport was hit by severe weather/tornado. I monitored my flight online to see if it would be cancelled, and around 10:30PM PST the flight was canceled. I called Frontier Airlines to see what my options would be for getting rebooked, and the representative who assisted me stated they would not be able to get me to St. Louis until the evening of Wednesday the 27th, which, obviously, was not going to work. I was heading to St. Louis to spend Easter with my elderly aunt and uncle. Frontier advised me that they could rebook me for the future at that point, or, since I had purchased this ticket through Priceline, I could call them, and they could call Frontier's Agency Desk and tell Frontier how much I paid and they would give me a credit. Frontier didn't have the financial information as this was purchased as a "bulk ticket". Here begins the fun, and 5 hours worth of phone calls. First 5 times I called Priceline, they told me that they can't make outbound phone calls, which is a lie. Calls to Frontier were useless, as they had no way of assisting me. However, I will state this, they were EXTREMELY helpful and understanding, and they tried everything they could do to help me. On my 6th phone call with Priceline, all of a sudden they were able to make outbound phone calls! Jesus was the one who assisted me, and he put me on hold to contact the agency desk at Frontier. My call got dropped, and I dreaded calling and explaining to ANOTHER representative my problem, but Jesus called me right back. Amazing. Jesus advised me I would have a credit of 213.06, which was unacceptable as I paid 243.06. He was unable to explain the difference in price. The main problem ended up being as that Priceline thought I was IN St. Louis calling them to get rebooked. They apparently took out the taxes for my outbound flight. Jesus said I was entirely good to go and to just call Frontier and they would rebook me on a flight of my choice. I reluctantly agreed to call Frontier to confirm. When I called to confirm, Frontier advised me that I did not have a credit with them, but that I had a credit with Priceline. Frontier advised me that since the flight was canceled, I should be able to get a full refund, and not a credit. I called Priceline back ONE more time, and this time I spoke with James. James put me on hold to call the agency desk again at Frontier. After being on hold for 30 minutes, he came back to say I would be getting a refund. Yay! Success! However, James told me that I was being charged a 7.45 cents "processing" fee. He stated it was from the airline, but at this point, after almost 6 hours on the phone, I decided it was worth it to not have to deal with this anymore. I know people will criticize me for using Priceline for airline tickets, but the weather was unexpected, and neither the airline nor myself caused this issue. Thanks to Frontier, they were the most helpful! Writing this just to that others may know about issues that you may have to deal with by buying tickets through Priceline.