Unfortunately, I bought a ticket on Priceline.com for my daughter-in-law to fly to her home in Almaty, Kazakhstan. I entered her current married name. But her Passport has her maiden name.
I called to have the name changed to find out that Priceline.com will not change the name. Making the tickets worthless.
Lufthansa has sent Priceline.com internal messages that the name can be changed for $50 (fifty dollars) and has instructed Priceline.com to contact Lufthansa's Help Desk.
This is the response from the Executive Offices at Priceline.com.
Dear Ms. M*,
Thank you for taking the time to send us an e-mail regarding the name on the ticket for your flight with United and Lufthansa.
We are writing to let you know that we have received your e-mail in our Executive Offices. Ms. M*, we understand you entered your daughter-in-laws married name onto the ticket and her passport is still in her maiden name. Our record indicates you have been going back and forth between the airline and us.
Although the airline is telling you we can change the name on the ticket; this is not true. Our contractual agreements with our partner will not allow us to make such a change. We regret we cannot assist you with this change and if the airline is not willing to make the change the ticket will be at a loss to you. Again, we are truly sorry we cannot assist you further with this name change.
If you have any other concerns you may contact us directly at
1-800-945-4602 Monday through Friday between the hours of 9:00am and
6:00pm EST.
We apologize for any inconvenience and thank you for your patience while we researched this issue.
Sincerely,
Barbara Ayers
Executive Offices
I responded to this letter, to later today receive Priceline's final correspondence —
"Dear Ms. M*,
Thank you for taking the time to send us e-mail. We apologize for the delay in responding to your e-mail. We understand that you believe that the name on the ticket purchased for your daughter-in-law could be changed.
Our records indicate that our Executive Services team has addressed our policies regarding your reservations to the fullest extent possible.
Please understand that these policies are directly tied to contractual agreements with our airline, hotel and car rental partners and are strictly enforced in order to maintain strong relationships with those same partners. This in turn allows us to continue to offer competitive pricing and subsequent savings for our customers.
Your reservations remain non-transferable and will not be changed or cancelled. Although we empathize with your situation, we are truly unable to assist you further in this matter. Additional correspondence on this issue will not be replied to. For future reference, your concern has been documented.
We apologize for the inconvenience and regret being unable to assist you
further.
Sincerely,
Vinod N.
Customer Service Specialist
What is the most upsetting is they recognize that they have my money and will keep it and acknowlege that I HAVE A LOSS of $2,100. And to top it off. They have stopped responding to my efforts to resolve this issue.
How can they steel money and end the conversation?
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