Priceline Positive Customer Service Ratings - page 2

I totally agree with the comments below, i'm also a customer care agent, and customers can make their lifes and our lifes easier by reading all the policies...
As other agent stated WE DONT HAVE A MAGIC BUTTON TO CANCEL RESERVATIONS BECAUSE YOU WANT TO, we are subject to policies that we cannot avoid, customers can help us improve our customer service by reading first...that would be nice, and they would have a better experience.
Hate when people think that we are refusing to help them, when this is the reason why we are there...

I have dealt with Priceline many times over the past years, and will continue to do so. I too, had an experience in the beginning, when they would not give a refund. But it was my error. I was not happy, but to be fair, it was my error and the3 phenomenal deals or features such as bidding your own price are to be found no where else as far s I know.

Today, I called Priceline again. I did have to call twice, because the first time we were disconnected. But the second time, I did not have long to wait before a very pleasant customer service representative came on the line. I told her my situation. I had rented a vehicle through the "name your own price" feature a few days ago, and found out today that I did not need the vehicle at all. One was being provided. She asked me to hold a few minutes, after which she came back and said Priceline would refund the full purchase price for a one time deal. This is truly a wonderful gesture, especially since I made the reservation (for 8 days) at a great price, Priceline had made no mistakes, and they make it very clear that these deals are non-changeable and non-refundable.
There are many who make harsh statements about this company because of a bad experience. But do not let that deter you from making a deal with them. In my experiences now for several years, I have found this organization to be honest, but even honest people or organizations can make mistakes. They do offer excellent deals and great opportunities for you to make your own, but it is the responsibility of everyone to make sure of all the information prior to committing yourself.

I found out today how this company does have a heart, will listen to common sense, and can be trusted.

THANK YOU PRICELINE!!!

I think they had great customer service! I booked my flight incorrectly, and called them freaking out. The error was TOTALLY my fault. Without thinking I booked a flight where I would have had a 12 hour layover in Chicago.

When I called them I got to a real person very quickly, and I told the very nice woman my story; she seemed sympathetic and told me to hold. When she cam back on the line she told me that I could get a FULL refund and that I could order a different ticket for no extra cost.

THAT NEVER HAPPENS. I was so relieved! So I got my new ticket with the right times and it didn't cost me any extra.

Good job Priceline!

I have used Priceline for years. I have used them for hotels and car rentals many times. I have found that as long as you read the rules closely, you can often get a fantastic deal. Yes, I have lost my money a few times because I could not be at a hotel on the date I selected. That was my fault not theirs.I recently got bumped on a flight and Priceline customer service was outstanding. They refunded my hotel for the night I could not arrive. Priceline has saved me thousands of dollars in travel expenses.

I've used Priceline on numerous occasions and had nothing but great experiences. They have a pretty cut and dry policy to allow for better rates for the customer. It does not allow to much wiggle room to cancel after you commit to a purchase. I had to cancel a few trips from priceline and was fully refunded, since they fell within the exceptions. Customer's may want to read the disclaimers before bashing a company for standing by their disclaimer for cancellations. I recently canceled a trip during this latest storm delay and received fast and friendly service. Not sure why all the discontent out there.

I just made a hotel reservation (total amount was $193.74) with the wrong dates. I called 1-877-850-9658, followed the prompts and spoke with a rep. They cancelled my current Hotel reservation minus a cancellation fee of $59.58, and issued a refund in the amount of $134.16. The rep said that if I resubmitted the bid with the correct dates this time, they could refund the entire cancellation fee of $59.58 and then just charge me for a change fee of $25. In the followup email that they sent, it says at the bottom, "We are very happy that we are able to offer this cancellation to you; however, under normal circumstances, reservations cannot be changed or cancelled. " I'm not sure if it's a seasonal holiday exception or what, but I was expecting the worst based on all the reviews I found on the Internet about Priceline's policies. The $25 charge is WAY better than losing $193.74 and then having to pay it again on another reservation! Not too shabby Priceline! I've learned my lesson though! ALWAYS check/double-check the dates!

I have been using Priceline for booking motels/hotels and have had excellent results. Once you learn hoe to use the various screens, it is extremely easy to use. We have stayed in 3, 3.5 and 4 star motels for less than half the going rate.

I can see a common thread in all of the negative comments - you think it's scam and a ripoff because they won't let you change/modify your reservations. That's PART OF THE DEAL. You agreed to that and if your life plans change afterwards, that is NOT priceline's fault!

I spoke with Carlos with priceline customer care center. I had booked our flight out of Tulsa rather than xna, and he helped me with getting the right departure city along with getting my money to go towards our new tickets rather than be out $600. Thanks so much Carlos! your the best!

I had purchased a ticket to Puerto Rico on 7/10. I have since discovered I cannot make the trip (thank goodness for flight insurance). I called Priceline at 877-850-9658 and Carlos, from customer care, immediately picked up. He was knowledgeable and explained all my options. He was able to connect me directly with the insurance carrier and the claim form was promised me within 5 days. Total time on the phone? 15 minutes. That is excellent customer service from my standpoint. Prior to this issue, I've used Priceline many times and only once had an issue that was not to my satisfaction.

I just got off the phone with a CSR who was very nice and polite. She checked all of my information, then said there was no problem with my request to cancel a hotel reservation because I had booked one that was listed as fully refundable. Then she asked if she could help me with another reservation. I said no and thanked her for her help. "You're welcome. Have a good day." Everything you could want in customer service.

I actually had a great experience with Priceline today. Last night I had purchased 2 one way tickets for my parents. However, this morning my parents called and said they would not be able to make this trip, so I called Priceline and explained the situation and asked if my money could be refunded without any penalty charges since I was calling within the 24 hour time period. I spoke with Mike and he put me on hold for 2 minutes then came back saying I was eligible for a FULL refund without any penalty charges. And that my refund will post to my credit card within 5-10 business days. I asked for a cancellation number just in case and for future reference and he was more than happy to provide that for me. So I got my money back 100%, I am one HAPPY customer.

I have read the many "bad" experiences people have had with Priceline. Please realize that most people who have good experiences don't take the time to type out a comment in forums like these. I just have to say that I had a great experience with Priceline today. I have used them before in the past and never had a problem. Yesterday I reserved a room at a hotel in NC and inadvertently chose a smoking room instead of non-smoking. I thought I could just cancel the reservation, make a new one, and be done. However, the initial reservation tied up my credit card funds making it impossible to make the new reservation. I was told it would take 5-10 days for the credit to appear on my card, and I needed to be in NC in 6 days. After calling my credit card company, they told me if I could get someone from Priceline on the phone in a 3-way conversation, they could remove the charge and free up the funds. I called Priceline at (203) 299-8000 and was routed to Oliver in Executive Services. Oliver was very patient and understanding. He stayed on hold for a very long time while I got my credit card company on the line for the 3-way conversation. In all, Oliver was probably on the phone helping me out for about 20 minutes. I cannot thank Oliver enough...or Pedro from Orchard Bank...for helping me get MY mess straightened out. Remember, we all make mistakes...

i just want to say to stan,that was a good representative and he helped me a lot!!! actually, was out of us but was easy to understand each other and because of that will use priceline again,,

i believe that most ofthe customer that are here are wrong.i book with them all the time and have not problem,if you read all the contract pages all that info is display that the reservations would not be cancell,and also with the flights we make the res trought them but they are not the airline,so we have to work with the airline because they are just athird party and they cna jot handle all the problems..this is my experience,by the way i got a flight to europe for $100.00 it is awsone!!!!!

People, people. Priceline is the leader of this business. As you may see through this website. There are 200+ comments weather good or bad as if you were to look at other major trave agencies (expdia, orbitz, Travelocity)they only share a merely 50-60 comments. --This tells you somethinig right?-

I just booked a hotel room for 3 nights in MD. I paid $55.00 dollars and received the Hyatt which sells for 170.00 dollars a night. No need to stop there. My previous reservation prior to this one cost me 70.00 dollars and received the Casa Magna Marriot in Puerto Vallarte. Tha room was selling for 150.00 dollars. The best savings ever and the hotels were great!!!

Sorry people PRICELINE IS NOT GOING ANYWHERE!!

Anonymous

I just had a very pleasant experience with Priceline customer service. Well, as pleasant as such an experience could be, I suppose. It may just be luck of the draw.

I had good experience w/ Priceline. It's my fault I didn't check my calendar before trying $70 for 4 Stars downtown Baltimore, thinking I wasn't gonna get it. I got Hilton. Turned out my daughter was going to a Sweet 16 party that night so we couldn't make the trip. However I could use the night after her volleyball tourney. I called Priceline and was able to get the same hotel the night I wanted. Only paid extra $25 for exchange.

To continue with reservation cancellations, I called the two hotels I had booked on Priceline and received permission from the front desk manager to cancel. I then called Priceline Customer Service and was transferred to Customer Relations, gave them the name of the Front Desk Manager, and they reimbursed me for the whole amount.

Hint: I find that it is best to talk with people in Customer Service with courtesy for the job they are perfoming, and in return I usually receive positive outcomes. Keep in mind when you are talking with people that they are doing their job and don't deserve to be treated as minions.

I had very good service. I had booked "name your own price" tickets that were non-refundable, non-exchangable. However, my son who was travelling with me because of my disability became ill and was not able to travel. I was told that there was a $100 cancellation fee which would be refunded less $30 if I rebooked a flight in the next year. They just required permission to contact his physician and I had to sign a realease form at the doctor's office. I will await the outcome, but feel they were reasonable and fair.

The CSR I just spoke to was very helpful. She answered all of my questions in about 2 min. And I was on hold waiting for less than 1 min.

This went about as good as I had hoped. Due to my stupidity, I left my license in my car when I flew out and thus couldn't rent the car I had booked at my destination.

To back up a bit: the license was a paper temp. while I waited for my new one in the mail, so I don't carry those on me to avoid destruction, losing it, etc. And yes I was able to fly OK without it due to other forms of ID. Gotta love TSA...lol.

Since the car rental place wouldn't rent to me without it, I called PL at the number here after finding it and was hoping to have the charge removed. Brian answered, was personable and handled everything just fine. Only thing was that I was charged for 1 day of rental, which I'll live with because I got the car for a VERY low price through PL as is...(gave a 9 there; technically should probably pay nothing, but again for the price I paid compared to what I would pay, I'll eat it..the wording used made me wonder a bit).

Should see the charge refunded within a few days...I'll buy into that it will as I have confirmations to check if it doesn't.

Other trips upcoming, so would use PL again.

Excellent, personable customer service! Due to heavy snow in Washington DC on Dec. 18 we had to cancel the first 2 days of our 3-day Priceline reservation at a hotel in Williamsburg, VA and wanted to add one day on the back end. Although it took some time, Priceline's customer service (located in Guadalajara; they spoke perfect English) went the second mile by contacting the hotel, making the change, and crediting one day back to our credit card. We were very pleased and thankful.

Thank you so much for providing this number! I actually had no issue cancelling my flight because I was within the 24 hour period, but it's like they intentionally set you up for failure unless you can research. I was shocked that I couldn't get a live rep on the number listed in my confirmation email; most automated phone menus offer the opportunity to speak to a customer service rep as the last option. Once I called this number, though, I was connected immediately to a very professional rep who resolved my issue within two minutes. Shame they made it so difficult to reach someone who could actually help me...

I saw alot of bad reviews for their customer service here.. I'll admit that it is very hard to get through to them. The website insists you send an email to them and wait for a reply, which is BS. I called this number 1-800-896-7552 and got ahold of a nice lady that helped me with my problem. I had to have my name corrected on my ticket for a cruise, and she took care of it in just a minute. Maybe it wasn't such a big problem, but I thought the customer service was good once I actually got ahold of a live person.