My complaint:
11x calls to Priceline
10x calls to airline
6 total hours of waiting on call backs
~1.75 hrs. of being ‘on hold’
Purchased 2 tickets (1x of which needed to be cancelled and re-purchased through my own fault)
Following the purchase of replacement ticket, Priceline cancelled the incorrect existing flight (after I verified with agent 2x within 10 minute span). They advised me to cancel and re-purchase again, I rebutted and reminded them it was their mistake. After waiting for 2 hours to get an agent that couldwould actually do something about it…I was told it was ‘fixed’. However, the ‘corrected’ ticket could not no longer be handled by the ‘standard’ Priceline agents but had to be transferred to another department (which means, you guessed it…another wait after being transferred).
Due to Covid or short-staffing, the airline cancelled my particular flight. Trying to reach personnel at Priceline, to have the new flight booked was another nightmare of waiting on call-backs and unprofessional agents and personnel. By the time I was finally able to reach an agent with Priceline, the needed travel date was no longer available.
To rectify this, I purchased 2x additional tickets (through the actual airline this time). Upon finally getting through with a Priceline agent (yet again) I was informed that a refund was not possible (even though I purchased the trip protection at extra cost, whenever possible – what is it even good for?!). I was informed that my only option is to have my existing Priceline tickets credited, to be used on a flight within a year. Given that I do not fly regularly, the frustration of working with this company, I instead requested a refund, or even a partial refund. I was informed this was not an option.
In totality, for tickets and seat upgrades (so the passengers I paid for could sit together)…I am out of pocket $1,214.95 for effectively…nothing($346.21 which is supposed to be refunded to me by Priceline…but I am not holding my breath.
Pain points I experienced through the fiasco of Priceline.com customer service:
An agent (the first one) who was absolutely unprofessional and terse, exuded absolutely no customer service skills
An agent with a microphone only marginally functional, at best (could barely make-out, even with phone on maximum volume)
An agent who kept having to repeat herself, due to her dog barking in the back-ground
An agent who first verified my call-back number, who then dropped off the line…I waited for an additional 6 minutes of silence before having to ‘get-in line for another call-back (one would think upon disconnection, an agent would call you right back).
To be fair, some of the agents were very polite, and they tried…however, it was painfully obvious that a percentage of agents I conferred with, were woefully ill-trained. At least a portion of agents I spoke with were working from home, with limited resources and capabilities (or else at least one agent brought her dog to work, given the incessant barking).I may not be the most affluent of shoppers, or the most knowledgeable on a ‘good deal’…however, I can promise you…I PROMISE YOU…do not use Priceline to purchase tickets, pay the extra and go direct with the airlines, it will be worth it in the long run.
I would rather spend my last days dehydrated and rotting in a desert, than to use Priceline.com for salvation…that, is what the last 5 days have taught me about Priceline (besides, I’d end up on hold again anyways and they still wouldn’t be able to do anything about it).
Suggested solution:
In a perfect world, I would ask for a full refund of the $1,214.95 (the seat upgrades with the airline notwithstanding, oh and minus the refunded ticket I am 'supposed' to get back). Especially given that what I paid for, effectively cost them nothing AND I bought the trip insurance, whenever it was available FOR NOTHING (with a week in advance of the flight) except for some of the agents time.
Hell, I would be happy with a partial majority refund.
If I could get all of the time back, that I wasted being on hold with (majority of) sub-par Priceline agents...which amounted to absolutely nothing in my benefit...that would be something, though nigh impossible.
