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Priceline Cancellation Policies

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Ann Marie of San Diego (9/4/03):
On 8/19/03 I booked a Flight on priceline.com for a total cost of $400.50 from San Diego, CA to Hartford, CT. My mother was dying. My price was accepted, and charged to my credit card. I was to arrive in Hartford, CT (BDL) 10:53PM on US Airways on 8/23. My brother called from Massachusetts, and told me to get home now, my mother isn't going to make it till Saturday 8/23. I tried to get a date for 8/21/03 on priceline.com. Priceline does not do any changes, etc.

I booked a flight on 8/21, as my brother called and told me my mother died. I booked at Southwest and got home on 8/21/03 they day she died. Priceline will not give me any breaks, or credit, I even have a copy of the death certificate. I pleaded with them, and they just offered condolence and said they can't compensate at all. I just want to get some kind of credit for my trip I could not take because I had to get home earlier. I have now paid for two round trips tickets. Southwest was great, but Priceline refuses to do anything.

I had to pay for a trip I couldn't possibly take, my mother was actually buried the day I was to arrive through US Air (priceline) on 8/23/03. I can't afford to pay for two flights. I am exrememly distraught and stressed over this.

Debra of San Marcos TX (4/20/03):
Due to a death in the family, I was unable to use my airline tickets purchased on Priceline. I contacted the company's customer service link immediately to inform that I would be attending a funeral and to request a refund of my tickets. I received an autoresponse message telling me that someone would be in touch within three days. When I returned from the funeral, I phoned customer service and spoke to an extremely rude woman who informed me that I would not receive a refund because I did not cancel my reservation (I did) and because my relative did not meet the guidelines of immediate family. Although I might have left matters there, the extreme lack of tact or kindness on the customer service representative's part turned my stomach. I will never deal with Priceline again and will steer friends away from this callous organization.

Michael of Cordova, TN, writes (1/16/01):
Over the past year my wife and I have been trying to save the life of our daughter who was diagnosed with cancer. My wife was coordinating all the medical treatment both here in the US and in France. We have used Priceline before in an attempt to get the lowest price possible. On January 06, 2001, while I was working my wife was frantic & wanted to get an airfare price quote for budgetary purposes to plan on sending our daughter to France for some additional treatment in February 2001. A key point to note is that my wife is French & English is not her first or strongest language. It was a Saturday & none of the Travel Agencies we use were opened so my wife decided to get a quote from Priceline. She knows that you can buy tickets from Priceline & assumed that she could get a quote as well. This was a misunderstanding on her part and she by mistake ended up buying a ticket that we did not want or need. When I arrived home she was in tears when she informed me of the mistake she had made. I asked if she had tried to call Priceline & cancel the ticket based on the circumstances, she said she had but they would not. I then called Priceline to plead our case. I begged & pleaded with Priceline Customer Service for hours, at one point even in tears; after speaking to several people, I was to be told the same thing over and over. They would not cancel the ticket v they were not going to assist us in any form or fashion. At one point a Priceline Customer Service Rep (Pam) was even harsh enough to tell me that it was my problem that my wife was stupid and that she (Pam) did not care about my daughter's situation because it was not in Priceline's policies to do so. I realized how rude, inflexible, uncaring, inhuman, & uncompassionate Priceline is. I made a final attempt to resolve this problem with Priceline by emailing Ms. Marlene Beeler, Senior Vice President of Customer Service. It has now been over a week and I have had no response nor do I expect one from her at this point. Bottom line is we want our money back ($503.45). I did not get the tickets & I did not use the tickets.

Gustavo of Killeen, TX (4/26/01):
Made a reservation to get my wife to a funeral of one of her family memebers in Atlanta. Made the ticket purchase and the time for the funeral got changed. Called Priceline and they would not help me out and showed no compassion towards our situation. I have bought many tickets from them and was aware of their no-return policy. I tried to talk to Maureen (agent # xxxx) and got nothing but a snide remark on how I should have been aware of the policy. I informed her that i was aware of it and was looking for a little compassion from Priceline for our present travel problem. She said again that she was not gonna help us. All that I was looking for was a little help on getting an earlier flight, though their policy said no. I would have paid more and shown proof of the death, I even informed the agent of this. I will never use Priceline.com ever again, they lost a customer this day.

The problem is that my wife and I have to drive out, cause that was the last of the free money that I had. and Priceline has a policy of not returning any funds that were spent on thier website.

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