Priceline

I have used Priceline several times prior without incident. However this time was different and has ended with no further consideration of using them in the future. In today's world there does seem to be a lack of common sense and I quickly learned that is more prevelent with this company than most. Even when escalated to a supervisor they held to the first position -- no refund.

The story: I booked a rental car for my trip to Orlando, FL on or around February 9 for a trip in late February 2020. When I arrived at the airport to pick up my car at National, I was informed they could not find my reservation. I was told by National this was between me and Priceline. So I did not have to stand in line again, I simply went back onto Priceline's site and booked another rental car assuming this could be resolved after I finished up at the National rental counter.

After further review, with Priceline representatives discovered there were two reservations, one booked within the hour and the other as I had mentioned. In fairness the original reservation was booked in error for the day prior and the National Car person doing the search apparently does not search for reservations in prior days.

I suggested to Priceline's representative that I pay for the longer reservation that started yesterday and that they refund the reservation made less than an hour ago. After hearing the tickets were prepaid, non-refundable and in complete disbelief the matter was escalated to a supervisor. The supervisor said the same thing and only offered to research the matter further. With no other options I agreed and they created a ticket for the refund.

About two hours later I received an email, again declining the refund with the explanation that the reservation had been used. I gave up since it seems to me it is obvious that one reservation was used and other other was not. Left unchecked Priceline is happy to provide NO CUSTOMER SERVICE and charge you double for the one rental car you need.

I rarely write reviews, but this unethical behavior can not go unchecked, hence the review and the protest with my Credit Card company as the final and only resolution to what should have been common sense and good customer service. In the end I will receive a refund from my credit card company and I have ended my relationship and any future business with Priceline.

It took nearly 5 hours on the phone yesterday to get the issue with my travel plans resolved. This has been the worst customer service experience of my life.

My travel plans had to change dates because of illness in my family, which is supposed to be covered under the "insurance" I purchased.

The new travel dates were nearly $600 less expensive than the previously booked dates. Priceline wanted to charge me an additional $180 per person to change JUST the flight with no refund for the difference in ticket price.

I was able to call Delta and they changed our tickets for FREE and gave us travel vouchers for the price difference. The woman who helped me at Delta said, "Well, what's the insurance even for then?"

The people at the hotel were more than willing to change the dates for our reservation, but needed the people at Priceline to initiate that change since the charge was via Priceline and not directly from my credit card. They said there would be NO CHARGE for the change and even no charge if the reservation needed to be cancelled. Priceline said they would be happy to cancel the reservation for me for a cost of $25 per person, per night (more than the cost of the reservation to begin with). That was beyond unacceptable.

Then they transferred me yet again to another incompetent person, maybe she just doesn't understand English but the people at the hotel and my husband and myself tried to explain that the reservation dates could be changed but that the change needed to be made on the Priceline end (the rep at the hotel said that they have done this for Priceline cutomers before) and she would not hear it. She wanted the hotel rep to make the change, which he does not have the power to do.

In the end my reservation was cancelled because that was the only option I had because this person would not listen or do anything to help resolve the situation, which was the case with every representative I spoke with at Priceline yesterday. I ended up booking directly with the hotel and actually getting a better rate than through Priceline. If I had just booked directly with the carriers to begin with it would have cost a little more, but it would have saved me the better part of a day and a pounding migraine.

Bottom line: I will NEVER use Priceline again and will be blogging like crazy about my more than terrible experience in hopes of saving a few people from getting screwed like I did.

Very difficult impossible to cancel.never again! I will not be using you aagain... very annoying!