Howard P.

Priceline - think twice before you think it is a great price. Here is what could have been a real nightmare. I tried to check in online with the info provided by Priceline the day before our flight to no avail. It seems they did not issue a valid ticket when the airline changed flights; however, they did send the email indicating the change and provided invalid ticket information.

I called their phone support twice which was so poor that the second support person just transferred me to the airline reservation number. The online support track is below for your "enjoyment".

Hindsight being 20/20 I should have passed up Priceline and just booked with the airlines. I will never use them again. Overall I would rate my support experience range from (0 (lowest) - 5 (great)):

Having to do Priceline's job of getting a valid ticket issued - 0
Priceline phone support knowledge - 1
Priceline phone support effectiveness - 1
Priceline chat helpfulness - 3

Average 1.25 = F

------- Online chat with price line ------

Please wait while we find an agent to assist you...
You have been connected to Sky.
Sky: Hi, Howard! Thanks for choosing to chat with us today, how may I help you?
Sky: Hi, Howard, I have not received a message from you in a while, are you still available to chat?
Howard: First do not send me any priceline marketing materials to my email address. Somehow priceline is unable to connect to the airline and validate my ticket. I have spent all evening trying to get a valid ticket so I can check in. Your phone support is awful. I am now on hold with the airline trying to untangle this mess. It seems that the airline changed the flights, I got an update from price line that indicated the new flights. From what I could figure out the agent at price line did not update my reservation with the airline. If the airline cannot fix this mess I will need help from someone at price line who can. My trip number is xxx-xxx-xxx-xx. Note, if I had taken this to the airport tomorrow I would have missed my flight.
Sky: I'm sorry to hear that. I'd be happy to look into that, Howard. Please bear with me while I review your reservation.
Howard: The airline is reviewing it now. Please review the notes, if any were taken on previous calls.
Howard: To priceline.
Sky: Howard, I appreciate your patience. I have reviewed your information and I unsubscribe your e-mail. Please note that you will still receive emails from Priceline that are related to any reservations made on our website. The changes made will take effect within 24 hours. With regards to your airline concern, I determined that you will need to speak to a customer service agent to get the further assistance. I am going to send you a link that will provide you with instructions on how to be contacted by a customer service agent via the phone. When you open the link, all you need to do is to provide a U.S. or Canadian phone number and you will be connected to a phone service agent.
Click here to escalate to a phone call.
Sky: Howard, are you now connected to our phone customer service?
Howard: I am on hold with the airline. I hope I do not have to speak with your customer service folks again.
Howard plemmons: What service can be provided through the chat or is it just a channel to funnel calls to phone support?
Sky: I understand, the airline has also the ability to assist you with your airline reservation call our Travel Services team for further assistance.
Sky: I understand that you are anxious to have this resolved and I truly wish I was able to sort this out for you. However, the best department that can assist you further regarding your airline ticket changes is our Air Travel Services Specialist via phone service. They have direct access to the airlines reservations systems. Rest assured that I have documented your concern in your case.
Howard: What exactly will that do?
Howard: Thanks for your help.
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