I am writing with regards to the customer service I received in March.
I had unused tickets from a December flight (through United Airlines) that I was unable to make; I arranged with a travel service representative to put it on hold.
On March 2, I called to use the Dec flight to purchase a March 15 flight from SFO to YUL that I saw on the Priceline website for $446, plus a $130 change fee. The agent told me he was able to purchase the flight and that I should wait for my e-ticket which he said would take a couple of days to be processed and emailed.
On March 8, I had still not received any notifications or email so I gave their customer service a call. To my surprise, the agent told me that he could not find my ticket for March 15 and on top of that he could not even find my ticket from December! So I was not only out of a flight for March 15, but they told me my Dec flight does not even exist in their records. After 45 minutes on the phone, the agent transferred me on to another agent who told me the same thing, and after another half hour he said he was transferring me to his manager but he just hung-up on me! I felt so confused, frustrated, frantic, and angry. I called customer service again to explain what had happened only to be told the same thing and I was advised to try speaking to a manager the next day.
So I called back on March 9, and I tried to calmly explain that I should at least still have my December ticket still on record. The customer rep told me she could not find it either and finally transferred me to a Travel Service agent. The Travel Service agent was finally able to recover my December flight and the March 2 record of me purchasing the March 15 flight. The Travel Service agent explained to me that the March 15 flight was unable to be purchased b/c apparently I can only redeem the December flight through United Airlines directly. She told me that the agent from March 2 tried to call me. But the agent never reached me on the phone and never even left a message. And if the agent from March 2nd was serious about contacting me, the agent should have also emailed me. However, this was not done either.
So there I was, a week from March 15 without a flight and feeling very taken advantage of.in the end, I bought a whole new flight on March 9 through Travelocity that ended up costing almost double b/c of how close it was to March 15.
I am so disheartened and surprised that a well-known and established company like Priceline could have such horrible, ill-informed, and rude customer service. It felt like the customer service was out to give me the run-around until I did not have the energy to stand-up for myself anymore. I am so discouraged from using their company’s services again in the future.
0 comments