To whom it may concern,
My name is P L Domingo, I have been a Priceline customer since July 26. For my birthday I planned on renting a vehicle through Priceline and driving to Southern California to celebrate with family and friends. The reservation was going to be for a week starting on March 17. During the reservation process I decided to use the “name your own price” feature. Upon using this feature, I named my price and the system defaulted automatically from a full-sized vehicle to an economy sized vehicle.
During the confirmation process I did not feel the need to reconfirm since I had just made the same request moments before. The reservation was accepted for the vehicle I did not want, thus prompting me to contact customer service. I contacted customer service via instant message. I explained the situation to the representative and she advised that she could generate a stop on the transaction but there would be nothing they could do until the end of the rental.
I appealed to her by stating that I use Priceline often and asked for special consideration. I was appealing to the grey area but she expressed that it was a black and white issue (paraphrasing) I explained that I know what I selected and she advised that it was up to me to confirm before accepting the bid. It would have been nice to receive some compassion instead of being told it was my fault and there was nothing outside of policy and procedure that she could do.
I am writing this letter to express my utter disappointment in the lack of customer service I received. Although I did not explain the gravity of the situation and by not having the refund generated sooner I would not be able to secure another rental to travel for my birthday. If I thought it would help, I would have expressed that I am unemployed and have been saving up for the rental but I did not feel I had to; I am sure representatives hear sob-stories such as that all the time, and I thought that I could appeal to the representative by having my frequent usage validated along with my seven years of patronage.
I am expressing this now not to sell a sob-story, (there is nothing that can be done after the fact, my birthday has come and gone) I am just setting the importance of the rental and the reason for it. I am also writing to inform that this incident has greatly upset me and therefore I will not be using Priceline for any future travel needs.
I am just one person out of thousands that use your service but I will share my experience with anyone that will listen. Something should be done regarding your policy and procedure when it comes to errored reservation.
I would have been more than happy to re-bid and keep my money with Priceline as this was not an option I will no longer recommend your services to any family, friends or social media friends.
Regards,
P L Domingo
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