![\"user-pic\"](\"/css/images/default.gif\")
I guess honesty works. I mean, you could have tried calling Priceline 215 times to get a refund for a ticket you never purchased. Unfortunately, that goes in the \"doesn't work\" category.
I guess honesty works. I mean, you could have tried calling Priceline 215 times to get a refund for a ticket you never purchased. Unfortunately, that goes in the \"doesn't work\" category.
And for Priceline, if you're still not happy, they can send William Shatner to sweet-talk you into settling down.
![\"user-pic\"](\"/mt-static/support/assets_c/userpics/userpic-966198-100x100.png\")
umm i don't see what good came of the email... priceline said screw off and sent you a coupon to spend more money (which I bet isn't good with your bonus cash)
@bkdlays: Success does not always mean getting everything you want. It also means, getting good customer service, which the OP got in this instance. Every aspect of his contact with priceline displayed good CS.
Phone rep was as helpful as they could be, didn't just brush him off and redirected him to someone that could help. Executive level support responded promptly, and explained why that unfortunately what he wanted couldn't be done and gave him something even though he admitted it was his fault, which they did not have to do.
![\"user-pic\"](\"http://consumerist.com/assets_c/userpics/userpic-143777-100x100.png\")
@bkdlays: I think the customer was just pleased to get a personalized response explaining why his request couldn't be granted, and from executive customer service too.
![\"user-pic\"](\"http://consumerist.com/assets_c/userpics/userpic-1436661-100x100.png\")
@bkdlays: The OP admits he messed up, and Priceline gave him a coupon for up to $50. I call that a win.
Most companies would just say screw off and omit the coupon.
I'm shocked! Priceline I've found has usually been their way or the highway. I'm glad they were able to accommodate him.
I'm not sure I'd call this a \"success\" story- but it is a exemplary episode of consumer-to-corp communication!
I swear I get the best deals on Priceline.... So it's nice to hear that they have human beings ready to respond.
I would call this a success
1 - op admitted it was his fault therefore the company could have just blown him off
2 - company replied back, and in the reply there was enough detail that you know the company actually did read it and not just fire back a \"not our fault\" boilerplate.
3 - Company explained it couldn't be done, an even though not their fault was understanding, and offered something else to help keep the customer happy.
I don't think you always have to get your way with complaints to companies to make it a success, sometimes just knowing they actually did listen is enough. Most of the time when I email a company about something all I ever hear is something along the lines of we received your email.
![\"user-pic\"](\"http://consumerist.com/assets_c/userpics/userpic-113647-100x100.png\")
I'm not so impressed. They don't accommodate him. No matter what they say they *can* credit him for the coupon if they really wanted. Then they send him another coupon that they probably are sending to just about anyone who has a problem with their service.
Why not cancel and rebook? Hotel listing don't normally seem that volatile.
I had a terrible experience with Priceline months ago booking a flight for a business trip. I had to be their early to rent a car and pick up a client. Long story short I picked a specific hotel date, car rental time, and flight schedule through them due to having to meet the client. At the last moment before my confirmation the priceline website changed my flight schedule and other details. I made the stupid mistake of confirming without checking one more time, which is my error obviously, I called them immediately two minutes afterwards when I made the realization.
The first person I talked to repeated that there would be no way that I could possibly get a refund for at least a half hour. I couldn't take the flight and my client obviously wasn't going to pay for the mistake or accept that I would not be there to pick them up. I first said to the call center person that I was in an office full of people, and that everyone could hear this conversation as it was proceding, which was true. I followed that on with, if the issue wasn't resolved their reputation wasn't just at stake with me but everyone in my office. She repeated that I wouldn't get a refund, but that I could talk to someone else.
Well this was not true, it was not that I couldn't get a refund, it was that she could not give me a refund. It seems like they have different levels of customer service. The next person indicated that I could only get a refund minus $50.00 if I repurchased the tickets that I wanted from them immediately afterwards. Which I agreed to hesitantly, but eating $50 is much better than $600. I went through an additional ordeal to get them to take the hold on my accounts off, so I could repurchase the tickets. Overall it took at least 8 hours of my time and frustration over a period of a few days.
I feel like the best bet is to use their website to identify the cheap tickets and then go directly to the carrier to purchase the tickets from them.
![\"user-pic\"](\"http://consumerist.com/assets_c/userpics/userpic-436259-100x100.png\")
![\"user-pic\"](\"http://consumerist.com/assets_c/userpics/userpic-929652-100x100.png\")
Just remember to use the cupons next time. It would be awesome if you could use both the cupon and the bonus cash at the same time.
@frodolives35: What are these cupons you speak up? Are they like coupons, but smaller?