Priceline.com
Flight changed after purchase and $50 fee demanded to change it

On 6/24/09 I purchased a ticket from priceline.com. I am a very frequent traveler and take weekly business trips. Priceline offers very competitive pricing especially if you allow them to choose your flight. Unfortunately for this trip I could not allow them to choose my flight and elected to pay slightly more to pick my flight. First I chose my flight, then I chose my hotel and finally my rental car. I then purchased the ticket and printed my itinerary and realized that my flight had been changed!

I immediately called the Priceline customer service line and reported the problem that I had picked my flight (since I chose flight first I saw the flight over and over as I scrolled through the flight and car options) and knew exactly what I was looking for and somehow it changed. 15 minutes from the time the flight was purchased til I was speaking with the unresponsive customer service office. I asked for a refund so I could just rebook and they refused finally giving in and allowing me to pay a 50.00 fee to change. I asked to speak with a manager and after sitting on hold for 10 or so minutes I was transferred to another customer service rep and not the manager whom I had asked for. The new customer service agent told me there was nothing they could do and repeated "If there is nothing more we can do have a great day." Even though I was requesting management.

I have never once had a problem booking flights and I have booked hundreds. My trip was purchased for the identical price the "pick your own flight" price was but I am assuming they were unable to lock me into that plane at that price and switched me without consent. A company who refuses refund or transfer minutes after a flight is booked is not a company I recommend working with.

I am now paying the airlines 150.00 change order fee because I refuse to give Priceline another 50.00 for baiting and switching an order. I do repeat I am a veteran traveler and not only did I not make a mistake when booking the flights were never even on the screen I was choosing from. I sorted by departure and arrival times, I also chose the airlines I have the most miles with because I usually get free upgrades. If this does not help me get reimbursed the 150.00 fee I hope it at least stops people from having the same horrible experience that Priceline has created for me.

Company: Priceline.com
Country: USA
Site: priceline.com

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