Customer Service Scoreboard
First time user of Priceline they booked my flights they booked my car rental. They booked my hotel, the car rental they booked it before I even got there and couldn't get it back in time so I had to make another booking and they wouldn't change reservations or cancel it will never use Priceline and never recommend them
I have had a terrible experience with Priceline. I went directly to the website of my chosen hotel and was unknowingly redirected to Priceline to book the room.
Unfortunately, I had to cancel my booking less than 12 hours later due to health reasons because the reason for my trip was to visit a friend who was about to under go assisted dying. The morning after booking my hotel, I realized that I was not emotionally or physically well enough to go!!
After I cancelled, I was informed that it was a no-cancellation booking, also unknown to me. I called and made my case to be refunded on compassionate grounds given the various reasons I needed to cancel.
They were purposefully deceitful with me, saying that it was the hotel that had to authorize a refund. I spoke to the hotel and as requested by Priceline, I asked them to provide a waiver for the cancellation, which they did. The hotel also provided me with documentation proving that they had paid Priceline for the booking. Priceline had received the full $1536.70 that I had paid. The hotel was no longer involved. Even after satisfying all their requests for me to provide them with documentation, they continued to take me around in circles. I went through a months long process with this company and they continued to act in bad faith and showed absolutely no intention of dealing with me, their reluctant customer in an honest way.
As a result, I am out $1536.70, which I cannot afford! My friend has passed away and every time I think about her, I am reminded of this extreme negative and unresolved experience with Priceline.
I will never allow myself to be taken in like this again. I will call any hotel directly to make bookings in the future. This gives all these kinds of online booking services a bad name and a company like Priceline should be required to take better care of its customers.
Worst travel booking experience of my life!!! Priceline has got to be the most dishonest, Soul Sucking travel company out there. I am not going to go into detail other than to say They have no interest in delivering a Valuable service that you feel good about paying for, they are opportunistic thieves, that could care less about anything but getting your money.
I wish I had read these before using priceline. They have to have an advertisement stating no cancelation fee. BS. I tried to purchase travel insurance twice. During initial purchase and after. No such luck. Here it is August and I can't modify or cancel a hotel in November and I'm a vip member. Total garbage!!!
My concern is Why the express price deal always select the cheaper one of the three hotels available? It is the second time I am using this system and in both occasions I had the same results. Maybe is better that offer the cheaper one and not show false alternatives. I like Priceline and I had amazing experiences before but I am not satisfy with express price deal system because it is not at the company services standards.
Horrible expeience. They charged me an additional $200. When I finally was able to speak with a person she said she was working on it. Then she said she was going to transfer me to another person. That person said my last four digits of my credit card did not match and hung up on me. Did not even discuss it.
Priceline refused to refund on a room that could not supply sufficient internet connection, and lied to state they had never had trouble with their internet. The swine that own the hotel stated, you(me) need to get refunded by Priceline, since I booked it through them.Priceline played along with their end of the bait-n-switch routine by stating I needed to get the owner of the hotel to refund. I stayed in the room long enough to determine their internet did not work for connections. I was told to leave the hotel, since I could connect near the office or in the lobby, but not in myy room. They stated the police would come to kick me out, so I left without staying. Of course Priceline has their foreign contracts that have people barely English speaking to make trouble for people seeking a refund. In trying to determine how to escalate the complaint and refund, they only go back to the customer care line which is intentionally useless for anything real. Priceline is a lot of skam and little better than petty thieves.
Priceline offers hotel rentals for Cozysuites.com. Priceline knows nothing about the actual location and sends the customer to their partner company - Booking.com. Booking.com knows nothing about the location of the rentals either. We booked what was supposed to be hotel rooms in one of 3 hotels. We had to pay in advance to the 3rd party and go through what is almost a personal rental agreement including names, ages and information of all parties staying in the unit. After jumping through what was almost an hour of hoops to rent the 2 hotel rooms, our money was taken from our credit card and had to wait to verify payment. After payment, Cozysuites.com would not tell us the location of the hotel we were staying at. They had our payment in full, over $1000 and were told we would be notified 48 hours prior to arrival time. This is absurd. We wanted to book times at the spas, restaurants and other activities and could not until 48 hours prior to arrival. Priceline and Booking.com should not be partnering with a place that treats their guests like this. We've booked through priceline many many times over the years with little issues. This was not acceptable and should not be allowed by an outside party. Priceline sent me an email after the trip ended looking for a review. When I clicked on to review, there was no area to review. When I reached out to an agent online to find the review location, the agent could not even send me to the correct area in their site. Incompetent.
All I wanted to do was change my hotel from Galveston to Dallas when I spoke to the highest level of management they would not help me or even refund my money. They said they spoke to the front desk at the hotel and they denied my refund. When I called the hotel myself they said no one from price line called at all. I want my money back!!!!!! The guy would not provide me with a corporate number and would not give me
So, just for the record. Here's how Priceline handled my situation. My wife and I planned a trip to Italy months ago. I read a history of the Medici family and Inferno. 24 hours before, we booked our check-in. Wife was fine; mine said need to see more documents. My passport doesn't expire until June 10, 2023. I dont travel much internationally, thought I was fine. Not so, I couldn't go. I tried our Passport bureau that day, no way. Finally, have Congressional friend who was able to squeeze me in and get a new passport. Called the airlines. They told me to contact Priceline. Contacted Priceline, they told me to call the airlines. All I want it was to get to Italy and take that second round of the trip back home. No, they said I was a no-show, which I wasn't. I showed up; I knew nothing about the 3 to 6 months before Italy. My passport was not expired. And they said because I was a no-show the whole trip is null and void. It is April 5th; my wife is there by herself. I only wanted to get there and meet her and take the second half home. How can you charge me for me for all of this trip when I'm not a "no-show". We paid money for no services rendered. I want to go to Italy and take the other half home. I'm not paying for another round-trip; a lot of this is on you.
Priceline is the absolute worst to attempt resolution with. They are exceptionally rude, play stupid, & disrespectful,
They booked me a room THAT DOES NOT EXIST, in a hotel that does not exist, with a bogus phone number. Then they refused to refund my money nor BOOK A ROOM THAT DOES EXIST in a hotel that does exist that is one they use ON THEIR OWN SITE. I will pursue a refund in small claims court, but FAIR WARNING...this site is corrupt. DO NOT BOOK HERE! You will be f****d over as much as they can get away with & rob you for good measure. I will find out the proper regulating body and pursue the best way to have them fined...& restore my funds. The results of my case will be sent to my Congress person, the FAA, regional & national regulators, United Airlines with copies of all to each corporate airlines. I wish them as much I-trouble as they gave me. There are others highly angered with them regarding no returned money for incorrect reservations. Wish I could create a class action! BTW...non-English's help you cannot understand. Cheap huh.
Customer service is awful. Would not make an exception,to a hotel reservation I made thru Priceline. I was a no show due to a soft water flooding of our basement. Offered to send them images with date/stamp to prove why I was not there. They SAID... IT IS A NO CANCEL POLICY. Which I get, but there is always an exception to ever situation-if they wanted to make it. THEY DID NOT WANT TOO! They offered a 15% discount on next hotel reservation, that was big of them NOT! No sensitive to the customer situation at all. I use Priceline often, but NEVER ANY MORE. There are certainly other services that will just great! Beware of PRICELINE.
Do not book with this company. They miss sell rooms by allocating far inferior rooms than those advertised in the marketing and then the customer services is non existent as you cannot speak to anyone (U.K.) it is all by text message and they cut you off and then do not respond to complaint made via their given email address. Had to resort to a credit card transaction dispute to hopefully get this sorted. Will never use them or partner companies again .
Priceline should not be in business. They overcharge you the will not do a thing to get the money back. 13 phone calls and a letter to the CEO and I couldnt even get a call back. The customer service is the worst Ive ever encountered. First they are rude, give wrong info, not converned what so ever in the problem and know nothing.They hang up on you and they will not let to dpeak to whoever is in charge although I dont think that would matter. Do not use this company you will be sorry.
The worst experience ever! I was charged for a room that I refused to stay in. The hotel was disgusting!!! I called Priceline customer service to get a refund but all I got was the run around! I talked to 3 representatives that said that I would get it in a day... false!!! I'm going to continue to fight to get my money!! DO NOT BOOK ANTHING THROUGH THEM!
Terrible customer service ! Had to purchase my insurance separately. The insurance I purchased through Priceline « never existed « with the insurance company. Hopefully, will get my refund ? The staff never understood « Total Trip Protection « ! Also, had to contact the airlines for my upgrade, priceline refused to assist me. This company's bad customer service, has cost me over 500 dollars more on my trip to « relax »! Been a f-- nightmare.
My last booking with this unreliable company.
I made a reservation for 8 people at Priceline a month ago. This is for international flight through Singapore airlines and I paid more than $12 K . One of the travelers middle name was spelled out instead of just the initial according to the passport. I called the travel agent from India and the Priceline customer service about the middle of October, but I'm not getting any results. I sent them an email with the passenger copy of the passport and still no confirmation. I don't know why it's taking too long to get the passenger name corrected. I'm willing to pay the fees to get the name corrected.
Bait and switch services. I purchased travel insurance at the time of booking. The next they gave me a credit back with no explanation. I became 3weeks before my trip. And to my surprise customer service insisted I never purchased insurance. I further investigated and found Priceline rejected my insurance. Had I known I would have never booked travel with Priceline. Deceptive practices
First of all, I want to thank Priceline for cancelling the room that I had booked on July 21st. However, I strongly feel that Corporate members of Priceline and Econo Lodge should be made aware of the absolutely dismal and unacceptable state of the room that was assigned to me, when I walked into the building. I have photos to illustrate my point. I did not have high expectations. Old furniture would have been okay, BUT the state of most of the furniture classified it as garbage, NOT as something that would be used in a single star hotel. The room and the lobby were extremely misrepresented by the photos on the website for the Econo Lodge in question. The lower floor rooms were all single kings....my sister-in-law had checked, because she has mobility issues. The address was: 13910 International Blvd. Seattle, WA. The major issue was that security lock was broken off the door that led into the hallway.
Well to start the rep completely lied.. I was told I could pay through priceline which I did. I was told the payment went through. When I got to the hotel I had to pay because it wasn't paid. Also, I made it clear that the room had to have a walk in tub. I was told the room was handicapped accessible with a walk in tub. It was not . In conclusion, if you're smart, you'll never use priceline and you'll go to Expedia or anyone else cause priceline straight up sucks and they're liars
I canceled a *refundable* flight ticket that I also purchased insurance on. I received one part of my refund but not the remaining. I've called Priceline CSR for 2 months straight now trying to get an update on where my refund is. I've been told a check was sent out to me - but I never received anything. I've been told I will be receiving a direct deposit, but again nothing received on my end. I've talked to the finance/accountant office, travel services, senior supervisor and no one has helped this issue. Their response is "sorry, I'll escalate this case for you" - I have 27 escalation ID's for the same issue.
Red "roofy" Inn Bakersfield --2/3rds hookers and up=front 1/3 dumb asses like me. Dads day eve, a homicide "victim" was in a stolen 2012 blu f150 truck was popped in this driveway- seemed all the hookers knew him. Just another bug-
Wonderful place for your WHOLE FAM DAMNLY!
Will I be back? WTF do you think?
Mike Riddle
Cal Fire Air
Stayed 6-14 thru 6-28
long enough to KNOW WTF!
In April I put together a surprise package for my girl friend/partner for her birthday in July. It include the NH Speedway Weekend Ultimate Ticket Pack with Pit Passes purchased from the Speedway. And a Room at Best Western in Concord, NH @ 97 Hall booked via "Priceline". When I booked the room I knew and accepted that the room would be "Pre-Paid" and "Non-Refundable", "NO CANCELLATION".
Well, July rolls around and my girl friend/partner's mother passes away just before. She wants to go but there is now way she can...she is not only heart broken at losing her mother just before her birthday, and now seeing her wonderful birthday present ruined. But now she sees we are going to lose nearly $500 on the room reservation. She is in tears. Blaming herself. We try to work it out but there is just no way we can go.
So, it is Friday before the weekend and I called the motel who refer me to Priceline. Mark at Priceline there listens to my story and is very sympathetic to our situation and puts me on hold. After just a few minutes he comes back on and says that the Assistant Manager Leon at Best Western is willing to release the reservations and Priceline will refund, all without any fees. Thanks much to Mark at Priceline and Leon, Assistant Manager at Best Western at 97 Hall Street, Concord, NH. You guys did a great job and made a bad time easier for one family, Thank you.
Ramada Poway was great. Very very nice and helpful. Extremely pet friendly with two grass areas and a fenced run behind that connects. Very quiet even on room facing the main street. Nice security with check in has window on driveway. No on-site laundry only thing would have been better.
I would like to give a big thanks to your customer representative CINDY . She was the one and only person who found the solution for me , out of 3 representatives that I contacted regarding my " Inconvenience ". Other two Jen and Meg dismissed me and used the generic phrases : Sorry for your "inconvinience" but I have no other options for you . Cindy found an option/solution and made me a happy customer. I am coming back to Priceline again bc of CINDY!
Thannk you
I would like to take a moment and let you know how happy I am with one of your agents, Brian agent AK. On the day of our flight we recieved an email stating that they had to change our connecting flight from Rome to Barcelona Spain which would have made us miss our cruise. After calling Priceline and talking to Brian he was able to find us something with a different airline. Although I was on the phone for 3 hours. Brian never gave up on me. He was very helpful and he definetly saved the day. I just wanted you to know that in Brian you have an excellent agent that no matter how long it takes is willing to go above and beyond to offer his assistance. Please pass on my thanks to him.
I booked a hotel on priceline and then the hotel called to say they were fully booked and had omitted to notify priceline. I called customer services who were in Michigan. They were very helpful and organised another hotel. Staff were competent, polite and efficient. I have never had a problem before with priceline (using booking.com) and was very happy with the assistance they provided.
My assistant booked two rooms, but didn't realize that we needed one room to have two beds. But when she called the hotel, they wouldn't let her request a room with two queens.
I called Priceline and after a few prompts with the robot got "Carlos" who told me that I couldn't cancel the room, but he could call the hotel on my behalf and get the room changed to two queens. He came back and said we were taken care of, no extra charge.
Lesson learned to my assistant (or to me...I should book my own?), but nice of Priceline to help us out.
GREAT CUSTOMER SERVICE TODAY!
I accidentally booked much too far away from where we wanted to be. So, after I 'won' the hotel, I called the hotel first and told the front desk rep. that I booked for his hotel on accident through priceline and that I needed to cancel. He said that I needed to call priceline and tell them that I made a mistake and then priceline would call him and he would approve the cancellation. This is exactly what priceline did, then they called me and told me that the cancellation was approved and I was refunded immediately. THANKS CUSTOMER SERVICE!! :)
Was trying to make a reservation and an alert came up saying call this number. Was customer service and explained another persons reservation came in seconds before mine and booked the hotel. Was very apologetic but explained in a professional manner. Have used Priceline a few times with no problems just knew the contract....
I've used Priceline several times now and have not had a bad experience yet. Generally everything goes smoothly, and once I used their "name your own price" and actually got a huge discount (although they put me on a crappy 6 am flight). One time I purchased a flight but the driver took me to the wrong airport. I called Priceline and they put me on the next flight, no charge.
so after i booked my rental car i noticed i put in the wrong dates. then i looked up the policies i nearly craped myself. then to read these comments as i was on the phone with customer service. I thought i would not get any where. They were nice and refunded my money! not all but 80 out of100. I'm happy.
I had never used priceline before, it was highly recommended by a friend. When I used it I got stuck with a room for only 2 people, and I have a family of 5! That was frustrating when I called priceline and the woman that answered was very rude and said there was nothing she could do. I called the hotel and they told me priceline would have to fix the problem. I called back and a really nice agent named Joel employee code #GUJO0112 helped me resolve the problem. I had decided that I would never again use priceline, but after talking to him, he explained what I did and it was totally my ignorance. I will use priceline in the future and recommend them to my friends and family. Thanks Joel
Seems like a lot of people on here have complained about priceline's customer service, so I wanted to add my favorable experience. I booked a flight on priceline today, and my plans suddenly changed. I called them up, got a person on the phone quickly, and they canceled my ticket for a full refund (since I was within the 24 hr window of booking the ticket). No problem at all.
I just bought a ticket on price line, few hours ago. My Computer has Auto fill in feature so when i put in my last name it records my name. the ticket was meant to be for my brother. after getting my email confirmation i realized my goof.but the point is that when i called and was worried that what could happen did i just lost some money? after speaking with a gentleman named David, ID # jsandoval/gdl. He was so kind, he told me that i should not worry and he will go ahead and cancel the flight and refund my payment. i was so happy. i am writing this to appreciate his help and concern. Also hoping for pad on the back from his Management team.
My comment is both positive and negative. I use Priceline when I travel and I have been able to save, but I research and double check the prices before I agree to any price on Priceline. So far I have only had one issue a website glitch created a large headache, most of the customer service people I spoke to from Priceline are rude and convey that they do not care out of the 12 customer service people I spoke to only 3 were helpful or polite. With my persistance and the 3 helpful customer service people my issue was resolved.
To be fair, see my last but one post. They have now rectifeid the situation to my full satisfaction. At all times they have been polite and helpful, but bound by "the rules". At least my concerns reached the right people & all is now resolved. So, I have to say, well done Priceline.
I'm sick and tired of this stupid people calling every day to complaint about stupid things, I work for priceline customer relations deparment (so far), and all I can say is that this people should READ the contract page before booking ANYTHING ,the customer service reps explained you the rules, but you are more than stupid asking for a supervisor, then your call gets transferred to us just to tell you the same sh+t , get a life you idiots we have some other important stuff to do. good thing that this year I'll graduate from the college and I will not need to listen to stupid, and racist people again,because they called me btch and so many other names just becauseI'm from phillipnes -__ -
I used to work for priceline.com and also I took sooo many calls from stupid people like this, omg I just can't believe that these idiots are complaining even tough is their stupid fault, morons please READ!!! the contract page before booking anything online, I had several hard times when I took your calls with your stupid tone of voice saying : it was a computer error, come on please use your brain if you ever have one and stop insulting the representatives, they are just doing their job, I remember when you insulted me just because I'm from the phillipines, do you think that is fair? back in these days I was unable to insult you because I was working for priceline but now I just want to tell you Fu.. ck all of you...!!!
I WORK AT PRICELINE.COM
I'm in the Customer Care Department. I answer this type of calls everyday.
1. I'm not from the Philippians, I'm from Mexico and got the job because I was able to prove I can speak English. When customers ask me where we are located at (We need to say the truth) and I answer: Mexico; there have been times they answer: Stupid Mexican, get me an american, NOW!. I'm actually an U.S. Citizen, however my family moved here because of my dad's job, that's why I'm able to speak English so fluidly. (Sometimes grammatically wrong)
2. Name Your Own Price reservations are very restrictive, this is because we buy these rooms/rental cars/trips at a very VERY low price. That's why our partners don't allow us to make changes or cancellations. Because of this we state on the Important Information Section that these reservations are non-refundable and non-changeable, however, we do offer certain options for customers to have their money back. a) When somebody closes dies, b)when they or somebody close is ill or hospitalized, c)when they put the wrong information on the reservation. In this cases, Priceline loses the entire money of the reservation, because we already paid for it to the hotel. A hotel does not lose anything cancelling a reservation they can put someone else on it, but what about priceline? what does it receive on exchange?
3. I've been called a robot WAY TOO MANY TIMES, it has made me realize customers don't actually hear what you're trying to tell them, they just ignore any information that doesn't resolve their issue, they don't want to know why you cannot cancel the reservation, and they ALWAYS say as a threat that they will to go to bank to dispute charges, then I respond saying that they will no be able to do anything because they signed a contract, this is where the customer gets mad and says he's not paying for a service he's not getting, after a long time trying to make the customer understand there's nothing we can do to cancel the reservation, they say: I'll never use priceline again!.
And that's how priceline just loses another customer because of the low rates it offers, weird huh?. Priceline buys reservations at low cost, partners say: OK but you may never cancel them once purchased, priceline answers: OK I'll make customers know (contract page) that they cannot cancel, then customer wants to cancel because his baseball tournament got cancelled, because they didn't authorize the vacations on their job or because they don't feel like travelling, priceline not being able to cancel, they get mad and leave for never return.
4. For all the people who received a hotel "10 miles from where i wanted", you know you selected the area you wanted your hotel to be from the map right?, then why did you think we would be able to guess specifically which part of that zone you wanted to be at? Zones are very large. Customers... please... when you think you want something extremely specific for your reservation, DON'T DO THE NAME YOUR OWN PRICE, if you only get to choose the star level, price, area zone and dates, Why do you always think we would give you the exact bed type you wanted (but never specified), the exact non-smoking/smoking room type you needed (that neither specified), the exact location in the area you wished for (but as well didn't specified), etc,etc,etc...?
6. Our company is managed by a system, an automatic internet system that makes the reservations; when you purchase a reservation, it needs to be automatically sent to the hotel to confirm your stay but sometimes there is a problem because the hotel changes the way their system is working without noticing us in time or maybe they changed their fax number. We always try to accommodate guests with an overbooked or when the hotel cannot find the reservation on their system, but o course, if we were not able to relocate the customer, then what else would you think is reasonable to be done? Of course, we cancel the reservation for a full refund; but then the client gets mad because he understands our refunds take 6 bussiness days. NO SIR. we always state: Our system may process your refund in one bussiness day BUT YOUR BANK may take up to 5 bussiness days to post the refund on your card. But again, the customer will always hear whatever he wants to hear.
5. Call in the mornings, there are very few calls, or late at night.
6. MOST OF US are 20-21 years old, students, trying to earn some money to be able to go out a bit more or buy that nice polo shirt. 7. Yes, it's not a big secret that we have scripts to know exactly what to tell you, these are usually used only by newbies, it's a BIG company with lots of policies and kinds of reservations, doesn't it sound logic that they need them in order to learn what to do and how to tell you things in a proper and professionally manner?
8. We really appreciate customer who understand that "We don't make the policies", they understand we are humans, they understand that we go home at the end of the day and have the same issues with our telephone/cable company, or maybe with our credit card company. Thank you very much to all the customers who treat us as real persons.
If you have any doubt regarding Priceline Customer Service, (Customer Care), policies or anything, send me an email, I'll be happy to explain you why things are being made that way by the company.
But most likely, you won't send the email, because what customers want is the company to do whatever they want, not us to explain to them the reasons this cannot be done.
email: [email protected]
I will send a response in non-working hours.
If you'd like to, you can add your request number (11 digits), for me to be able to look forward this information.
I WORK AT PRICELINE.COM
I'm in the Customer Care Department. I answer this type of calls everyday.
1. I'm not from the Philippians, I'm from Mexico and got the job because I was able to prove I can speak English. When customers ask me where we are located at (We need to say the truth) and I answer: Mexico; there have been times they answer: Stupid Mexican, get me an american, NOW!. I'm actually an U.S. Citizen, however my family moved here because of my dad's job, that's why I'm able to speak English so fluidly. (Sometimes grammatically wrong)
2. Name Your Own Price reservations are very restrictive, this is because we buy these rooms/rental cars/trips at a very VERY low price. That's why our partners don't allow us to make changes or cancellations. Because of this we state on the Important Information Section that these reservations are non-refundable and non-changeable, however, we do offer certain options for customers to have their money back. a) When somebody closes dies, b)when they or somebody close is ill or hospitalized, c)when they put the wrong information on the reservation. In this cases, Priceline loses the entire money of the reservation, because we already paid for it to the hotel. A hotel does not lose anything cancelling a reservation they can put someone else on it, but what about priceline? what does it receive on exchange?
3. I've been called a robot WAY TOO MANY TIMES, it has made me realize customers don't actually hear what you're trying to tell them, they just ignore any information that doesn't resolve their issue, they don't want to know why you cannot cancel the reservation, and they ALWAYS say as a threat that they will to go to bank to dispute charges, then I respond saying that they will no be able to do anything because they signed a contract, this is where the customer gets mad and says he's not paying for a service he's not getting, after a long time trying to make the customer understand there's nothing we can do to cancel the reservation, they say: I'll never use priceline again!.
And that's how priceline just loses another customer because of the low rates it offers, weird huh?. Priceline buys reservations at low cost, partners say: OK but you may never cancel them once purchased, priceline answers: OK I'll make customers know (contract page) that they cannot cancel, then customer wants to cancel because his baseball tournament got cancelled, because they didn't authorize the vacations on their job or because they don't feel like travelling, priceline not being able to cancel, they get mad and leave for never return.
4. For all the people who received a hotel "10 miles from where i wanted", you know you selected the area you wanted your hotel to be from the map right?, then why did you think we would be able to guess specifically which part of that zone you wanted to be at? Zones are very large. Customers... please... when you think you want something extremely specific for your reservation, DON'T DO THE NAME YOUR OWN PRICE, if you only get to choose the star level, price, area zone and dates, Why do you always think we would give you the exact bed type you wanted (but never specified), the exact non-smoking/smoking room type you needed (that neither specified), the exact location in the area you wished for (but as well didn't specified), etc,etc,etc...?
6. Our company is managed by a system, an automatic internet system that makes the reservations; when you purchase a reservation, it needs to be automatically sent to the hotel to confirm your stay but sometimes there is a problem because the hotel changes the way their system is working without noticing us in time or maybe they changed their fax number. We always try to accommodate guests with an overbooked or when the hotel cannot find the reservation on their system, but o course, if we were not able to relocate the customer, then what else would you think is reasonable to be done? Of course, we cancel the reservation for a full refund; but then the client gets mad because he understands our refunds take 6 bussiness days. NO SIR. we always state: Our system may process your refund in one bussiness day BUT YOUR BANK may take up to 5 bussiness days to post the refund on your card. But again, the customer will always hear whatever he wants to hear.
5. Call in the mornings, there are very few calls, or late at night.
6. MOST OF US are 20-21 years old, students, trying to earn some money to be able to go out a bit more or buy that nice polo shirt. 7. Yes, it's not a big secret that we have scripts to know exactly what to tell you, these are usually used only by newbies, it's a BIG company with lots of policies and kinds of reservations, doesn't it sound logic that they need them in order to learn what to do and how to tell you things in a proper and professionally manner?
8. We really appreciate customer who understand that "We don't make the policies", they understand we are humans, they understand that we go home at the end of the day and have the same issues with our telephone/cable company, or maybe with our credit card company. Thank you very much to all the customers who treat us as real persons.
If you have any doubt regarding Priceline Customer Service, (Customer Care), policies or anything, send me an email, I'll be happy to explain you why things are being made that way by the company.
But most likely, you won't send the email, because what customers want is the company to do whatever they want, not us to explain to them the reasons this cannot be done.
email: [email protected]
I will send a response in non-working hours.
If you'd like to, you can add your request number (11 digits), for me to be able to look forward this information.
In all honesty, I really do wish I could have a CANCEL/FULL REFUND button for a customer. I know it is your hard earned money but we are bound by the policies of the company. If we go against these policies, then OUR jobs will be the ones in jeopardy.
Next, for us being unreachable. Please understand, during a heavy call flow volume, we cant even take our one hour lunch break. Sometimes, we are given 30 minutes to have lunch and that is if we are lucky. Most of the times, I get 9 hours straight and non-stop calls. I can't even ask for a pee break.
And as for sounding robotic, it is really impossible not to sound like one when you keep repeating the same thing over the phone. And most customers take up to 30 minutes just to be convinced that the reservation they had cannot be cancelled.
I remember having a customer not releasing the call no matter how hard I try to explain, we can't book for a customer on the other line for flight reservations - We are not able to see the web page you are seeing nor are we authorized to access your profile and account to book for a reservation for you. And at that time we had 9 calls waiting in the system.
Please, I can't stress this any further, READ THE CONTRACT PAGE. Even I am not okay with the name your own price but these type of requests should only be done by customers who are 1,000% sure they are going to take the reservation.
I know some hotel reservations hate us and are telling customers that "this is what you get for booking from Priceline". But aren't we a booking agency? We display rates from different properties on our website so that it will be EASY for a customer to compare rates between hotels.
Just because we can't guarantee a frequent customer to your hotel does not mean our intentions are bad.
Heck one customer called just today and told me that she usually does a name your own price and eventually contacts her hotel to request 2 double beds and was surprised when one hotel told her not to book from us because they cant change the reservation.
We only forwarded the customer's request so please understand. The queen/king/twin/double beds are not supplied by Priceline. These beds are in your hotel and are dependent on your hotel's availability. I called the hotel for the customer and Ms. Robin from the Reservations department of the hotel was kind enough to say that she'll make a change and gladly work on it.
Honestly, all of the customer's frustration are always directed towards us over something we have no control over.
I know there are some agents that seem rude and would raise their voices over the phone with the customer on the other line. I won't deny that one since I do sometimes hear the agent beside me or across my aisle doing just that.
We can't help it if some agents have a short temper. Maybe something happened? Or maybe the last customer before you called gave the agent a hard time? I remembered the time my mother had a miscarriage while I was at work, I was not even allowed to have a 15-minute break to check up on her. Though we are supposed to be professional in handling customers, sometimes these are unavoidable.
One suggestion for customers, hang up and call again until you reach someone whom you think is better. If not, ask if can call back and ask for our company number.
And again, PLEASE ----- READ YOUR CONTRACT PAGE.
Believe it or not we care, it would be a lot easier for all of us to just do exactly what you ask from us, but we cant, we have to follow policies, instead we have to hear rant after rant and be polite about it. Iv seen so many comments stating that we are rude, i am sorry people the definition of rude doesn't include the fact that we are not doing what you ask for, i know this much, if we are rude we get the boot. Some others saying that we sound robotic, well when you gotta repeat to the same thing for half an hour to a customer that keeps complaining about the same thing and you already tried to explain it every way you can think of, everyone would sound robotic we try not to but its not easy if you gotta say the same thing over and over.
Out of the thousands of calls we get 90% could be fix if the customer had read the contract page before agreeing to it, out of the other 10% half read the contract page and call asking if anything can be done in their case and understand its a long shot, and the other half read it and still decided to go ahead and gamble their money agreeing to something they knew could not be what they wanted and later call to complain instead of explain.
I cant stress how important it is, PLEAS READ THE CONTRACT PAGE.
We are happy to help you either way, but if you agree to something on your contract page and contact us to change it, you'll probably will leave unsatisfied.
stupid customers that DO NOT READ THE TERMS AND CONDITIONS, looks like they do not have nothing to do they will stay on the phone forever even though you tell them the reservation is non refundable, animals, and then everyone is complaining because we have a heavy call volume, and is this idiot's fault that will not get off the phone just ruining our handle time.
I insist. all the customers need to review the CONTRACT PAGE CAREFULLY prior to booking , this previous person said that he did not realize he had a bid, what a dumb ass, we cannot charge you unless you enter your credit card and initials, poor idiot , and then you call us and complain . common sense people.
I am what they call a Customer Relations Specialist, and Im very surprised to receieve so many calls from upset customers being transfered to my deparment requesting a supervisor, just because the agent from customer service did not resolve the issue to their satisfaction, common sense people the contract page presented to you is very clear when advises you of the policies rules and restrictions, BE SMART and read carefully the contract page prior to purchasing
I am what they call a Customer Relations Specialist, and Im very surprised to receieve so many calls from upset customers being transfered to my deparment requesting a supervisor, just because the agent from customer service did not resolve the issue to their satisfaction, common sense people the contract page presented to you is very clear when advises you of the policies rules and restrictions, BE SMART and read carefully the contract page prior to purchasing
I am whst they call a Customer Relations Specialist, and Im very surprised to receieve so many calls from upset customers being transfered to my deparment requesting a supervisor, just because the agent from customer service did not resolve the issue to their satisfaction, common sense people the contract page presented to you is very clear when advises you of the policies rules and restrictions, BE SMART and read carefully the contract page prior to purchasing
A message to the employees who commented...many of these complaints are not contractual issues. They are mostly about the poor service that you, the customer service reps, are providing...and the fact that it is nearly impossible to reach one of you when you are needed. You would serve yourselves well to think about what you can do to make the customer service experience better for customers rather than subtly calling your customers stupid. Perhaps it is you who need to learn to read and use the criticism to improve on your job. 93% negative. That's something you should be thinking about.
As a Priceline Customer Service Worker, I want to say something. People, as long as you read our contract page and understand our policies we are able to help you. If you don't like them feel free to use other alternative websites or make a deal with the carrier/hotel/rental car ageny directly. Some people don't understand that Priceline is a bussiness, therefore they have restricted agreements with hotel/rental/air partners. I've dealed with many cases where I'm unable to do something for the Customer, the main reason is because people don't read our Contract page. =( We are not asking that you need to read the whole "Terms and Conditions policy", let's be honest, we just display the most important information of this reservations.
You may hate me and call me a lier, but to be honest, I try very hard to help customers even if they are speaking with insults, profanity, etc.
Finally I just want to say two things:
1."No", we don't have a magic button where we can just click on it and change dates, times, cities or press a button to cancel your reservation. If the contract page says that the reservation is non-refundable or non-changeable, it is the truth and even us are not able to bypass that. Again, this is because of contractual agreements.
2. I can tell you that the "Information Entered on the Reservation" cannot be manipulated. As much as I hate telling customers, glitches are not possible. Often people think that we change this information at the time of booking, but never realize that sometimes those glitches happen because of a little mistake they didn't saw, therefore we think the website is to blame. (entering wrong information, accidently pressing the "Enter" button without noticing, presssing "F5" too many times when the page is not loading, etc.)
I don't think I'm allow to say these things, but I really don't feel good when I have to give bad news because after all, your hard-earning money is being used to make these reservations
Therefore, I hope someone reads this and give us a chance to help as long as we can. Maybe I will be the one attending you! =)
Good-bye.
i work for priceline as a customer care consultant. shout out to those who say that they were not satisfied with the service. first off, dont blame us becoz you dont know how to read contract pages before you purchase something online. be smart enough to read first so you'll know your ground when calling customer service.we are only guided by policies here. next time be smart enough to realize that.
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