Beware of Priceline Vacation Packages

[Luke_Wilbur]

I planned to take the DCpages staff out to Las Vegas to watch the Superbowl. I decided to use Priceline Vacation packages. The problem is that one of my staff would be Traveling from San Francisco to Las Vegas. I was wondering how I could do the vacation package to include two different departure routes so I went into the web site and then spent time creating an itinerary.

 

When I realized I could not do it myself I called Priceline reservations. I explained how I was going to

Las Vegas to watch the Superbowl and having a mini convention with our community staff members.

I further explained that I would like our company to pay for the air fare and trip. I then told the gentleman the airfare time and date I wanted. He told me to pay for the one fair, because the prices change all the time. So I booked a 11:30 pm flight out of Las Vegas to Washington. He then told me to use SFO instead of Oakland to Las Vegas. I got the price called my staff member to confirm the date and I then booked my second flight.

 

Here is my problem....

 

When I got my email I found out that my flight was no longer a Red Eye back to Washington. Priceline instead picked a flight that starts before kickoff of the Superbowl. This one email has ruined our whole

trip.

 

I followed the Priceline instructions and spoke with Jesse 7090. He told me that the Priceline representative should have told me to review the contract before I booked my flight. He is right.

 

DO NOT TRUST WHAT A PRICELINE RESERVATION AGENT STATES.

 

Jesse 7090 told me there was nothing he could do, but I can try to contact Lisa Gillianham. I asked Jesse 7090 for her email he stated that she has none. He then told me to look in invester relations.

 

Lisa Gillingham

Senior Vice President, Customer Service and Operations

 

Lisa Gillingham was promoted to Senior Vice President, Customer Service & Operations, for priceline.com in March 2001. She joined priceline.com in April 2000 as Vice President, Customer Service. Prior to joining priceline.com, Ms. Gillingham was e-Commerce Director, Interactive Group at AT&T. Before that, she served in a number of finance, product management, advertising, marketing and program management positions for AT&T in both business-to-business and business-to-consumer categories.

 

 

 

-----Original Message-----

From: 'Customer Service [mailto:airline@cs.priceline.com]

Sent: Wednesday, January 04, 2006 5:18 PM

Subject: Customer Service (KMM19128918V10712L0KM)

 

 

Dear Mr. Wilbur,

 

Thank you for taking the time to send us an e-mail. We understand that

you would like us to change your return flight time for your trip to Las

Vegas.

 

Mr. Wilbur, in order to better assist you, we have made arrangements for

you to speak with a Customer Care Consultant.

 

Please call us at 1-800-774-2354, and be ready to enter your request

number when prompted.

 

Your request number is: 28050372101

 

We apologize for the inconvenience and look forward to hearing from you.

 

Sincerely,

 

Wilfredo M.

Customer Service Specialist

 

 

 

Original Message Follows:

-------------------------

 

No I told the sales person what rate and the times I had. I told him that I had another person coming from a different location. He told me that I should book this rate and time now, because they rates and

times change. After I did that he told me to do a second transaction from San Francisco airport to Las Vegas (Confirmation #C7mb6dh). The second one is correct, but this one is screwed. So I need you to change the flight time. I did this this whole process on the phone with him. It is your fault not mine. He

should have stated this to me. I feel that I am being slammed.

 

Luke Wilbur

 

 

 

-----Original Message-----

From: 'Customer Service [mailto:airline@cs.priceline.com]

Sent: Wednesday, January 04, 2006 3:37 PM

Subject: Customer Service (KMM19128615V6988L0KM)

 

 

Dear Mr. Wilbur,

 

Thank you for taking the time to send us an e-mail. We understand that

you mentioned one of our representatives suggested you to visit the rate

on our website for your package reservation to Las Vegas for Superbowl.

So, you would like to change the return flight time.

 

Contractual agreements with our travel partners do not permit us to

change or cancel your reservation.

 

Prior to submitting your request, you were asked to review and initial a

contract. This contract contained the travel information you entered

during the request process and outlined the restriction that your

reservation would not be changed or canceled.

 

We really wish we could give you the resolution you're looking for;

however, your reservations are truly non-refundable. For your reference,

a copy of your contract page has been sent in a separate e-mail.

 

We apologize for the inconvenience and regret being unable to assist you

further in this regards.

 

Sincerely,

 

Jayaraj M.

Customer Service Specialist

 

 

 

Original Message Follows:

-------------------------

 

I am contacting my bank on this. I was on the phone with one of your

representatives during this process. Check your records. I specifically

told him that we are going to Las Vegas for the Superbowl. He told me to get it

at the rate on the web site. This needs to be resolved.

 

All the Best,

 

Luke Wilbur

Tel: 301.493-9273

 

 

-----Original Message-----

From: 'Customer Service [mailto:airline@cs.priceline.com]

Sent: Wednesday, January 04, 2006 2:39 PM

To: LUKE WILBUR

Subject: Customer Service (KMM19128324V3521L0KM)

 

 

Dear Mr. Wilbur,

 

Thank you for taking the time to send us an e-mail. We understand that

you would like to change the time of your return flight from LAS to BWI.

 

 

As stated during the request process, domestic flights can depart

anytime between 6:00 a.m. and 10:00 p.m., and arrive no later than 12:30

a.m. the following day. International travel can depart anytime,

midnight to midnight on the days you selected, arriving as late as noon

the following day.

 

When you purchased your reservations you agreed to depart during these

hours and reservations are restricted; they are non-changeable,

non-refundable, and non-transferable.

 

When we found a travel partner willing to accept your request, we

immediately charged you to lock in your rate and secure your

reservations. Our travel partner accepted your request on the condition

that your reservation would not be changed, or cancelled. This

condition, as stated throughout the request process, is the reason

customers are able to receive substantial savings.

 

We apologize if the travel times do not meet your needs; however, your

reservations are non-changeable and non-refundable.

 

For future reference your concern has been documented. To better

understand our policies, please visit the Help Center on our website.

 

We apologize for any inconvenience and hope this information is helpful

to you.

 

Sincerely,

 

Vinod N.

Customer Service Specialist

 

 

 

Original Message Follows:

-------------------------

 

Subject: Wrong Departure Time.

 

Product: AIRLINE

 

Category: About Airline Tickets

 

Name: LUKE WILBUR

 

Request Number: 28050372101

 

Comments:

SOMETHING IS WRONG????

 

I BOOKED THE FLIGHT TO DEPART LAS VEGAS AT 11:30 PM. THE RED EYE FLIGHT

TO BALTIMORE.

 

NOW IT STATES 3:30 PM. I NEED TO GET THIS FIXED.

 

THE REASON WE ARE GOING IS TO WATCH THE SUPERBOWL IN HARRAHS.

 

LUKE WILBUR.

Edited January 5, 2006 by Luke_Wilbur

[Luke_Wilbur]

I have contacted Priceline by email once again. They are This what I have received from Priceline so far.

 

Dear Priceline Customer,

 

Thank you for your feedback, your comments are important to us. Our

management team has received a copy of your e-mail.

 

We will do our best to contact you within one business day.

 

Sincerely,

 

The priceline.com Executive Offices

[Luke_Wilbur]

Here is what they wrote me. They did not even take inconsideration that they ruined

a trip. I even offerred to pay them the difference. That is pretty pathetic.

 

I will never use Priceline again.

 

Dear Mr. Wibur,

 

Thank you for taking the time to send us an e-mail regarding your flight

times with United Airlines.

 

Mr. Wilbur, we are writing to let you know that we have received your

e-mail in our Executive Offices. As stated during the request process,

domestic flights can depart anytime between 6:00am and 10:00pm, and

arrive no

later than 12:30am the following day.

 

When you purchased your reservations you agreed to depart during these

hours and reservations are restricted. When we found a travel partner

willing to accept your request, we immediately charged you to lock in

your rate and secure your reservations. Our travel partner accepted

your request on the condition that your reservation would not be

changed, or cancelled. This condition, as stated throughout the request

process, is the reason customers are able to receive substantial

savings. We regret we cannot offer to change your return flight times.

 

If you have any other concerns you may contact us directly at

1-800-945-4602 Monday through Friday between the hours of 10:00am and

5:00pm EST.

 

We apologize for any inconvenience and regret being unable to assist you

further with this issue.

 

Sincerely,

 

Barbara Ayers

Executive Offices

Edited January 5, 2006 by Luke_Wilbur

[Guest Priceline is a Bad Deal]

I too had a really bad experience with Priceline. I made a mistake on my date by accident and tried to contact Priceline after I purchased a Vacation Package and could not even get them to answer the phone. I was not able to get my money back and so this year our family was not able to go on a vacation.

Were you albe to go on your vacation?