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-   -   A mess with Priceline.com-help (https://www.fodors.com/community/united-states/a-mess-with-priceline-com-help-196250/)

Tom Oct 15th, 2001 01:13 PM

A mess with Priceline.com-help
 
Maybe someone has experienced what I am currently going through with priceline.com and can offer a suggestion.... <BR>About 1 month ago I was bidding on 2 airline tickets. My highest bid per ticket was $160. I had been rejected so increased my criteria to open alternate airports etc. When I "tried again" it asked me to enter the last 4 digits of my credit card (2026)which I did. I suddenly get a message congratulating me on having my request of $2,026 accepted per ticket. I was in shock! I NEVER bid such a price considering full coach fare was only $220. I had a very difficult time getting a "live" operator. Finally succeeded and she explained that she had just had a similar call with the exact same experience but their systems were down and I'd have to call back in about 1 hour. In the meantime I sent an e-mail warning them that there was a "glitch" in their system etc. I also tried to call back 1 hour later but this time I was NEVER able to get a live person...just went in circles pushing different buttons (it was an automated only system). Two days later I got a response from my email to priceline.com explaining that they would "consider" refunding the price of the tickets but I would still have to pay $75 cancellation fee per ticket plus the $12.50 cost of fed ex. I was furious....why should I have to pay 1 penny for a mistake that was NOT made by me! Now, one month later they have not credited my credit card anything...I have over $4,200 worth of charges from them (tax,fee,fed ex etc.)I have filed a dispute with my credit card company but other than this HERE I SIT.Of course I know that all purchases with priceline.com are non-refundable and I wouldn't have had a problem with this but for them to pick up on my last 4 digits of my credit card and call this a "bid" should not be my problem. I'm so furious, I don't know where else to turn. I have requested that priceline.com check the bid history so they can figure out for themselves where THEY went wrong.....nothing! <BR>At over $4,200 I could have bought first class tickets and still had money left over. Anyone had a similar situation? Tom

Lawrence Oct 15th, 2001 01:27 PM

I suspect your credit card company will cancel the charge if you can show them that couch fare is only $220.00 or so. Don't worry. Just state it was a computer error.

Ann Oct 15th, 2001 01:34 PM

Yes, your credit card company should take care of it. If Priceline doesn't respond to them, all of the charges will automatically be credited back to your account. Regardless of who's right, if the merchant doesn't repond to the bank that issues the credit card, the cardholder gets his/her money back.

Anthony Oct 15th, 2001 01:48 PM

why don't you try posting your problemon the Priceline Bidding bulletin board - www.biddingfortravel.com <BR>The administrator, Sheryl, is very knowledgable, and should be able to give you some advice.

ldsant Oct 15th, 2001 01:57 PM

This is really a shame. I would STRONGLY urge you to contact your credit card company again along with a letter to your state's attorney general's office of business practices outlining what has happened and what you have done. I would send a copy of this letter (via fax with a receipt or certified mail) to Priceline corporate HQ as well. Also, make sure that your credit card company does reimburse you for all of the late fees, etc. which they should do since you're disputing the charge anyway. Good luck.

LeighAnn Oct 15th, 2001 03:42 PM

When this becomes resolved one way or the other.....please let us know what happened. Thanks <BR>

Tom Oct 16th, 2001 07:06 AM

Thanks for the suggestions. I went to biddingfortravel.com but unfortunately they won't allow any postings which address the problem I'm experiencing. I guess my best bet is to wait it out while American Express does their investigation. Tom

Cindy Oct 16th, 2001 07:13 AM

Tom, I believe you only have 60 days to put this matter in dispute, so you must contact your credit card company now. Call them today (if you haven't already). Then (and this is the really important part) follow up today with a letter. They may tell you on the phone that they'll send you a form to make a written dispute. Don't wait for this, as sometimes they forget to do it. Also, keep a copy of your written dispute. As you might gather from my remarks, in my experience, sometimes the people in the credit card dispute department let things slip through the cracks. <BR> <BR>Half of your 60 days has already lapsed, so make this a priority. <BR> <BR>Good luck!

thereuare Oct 16th, 2001 10:54 AM

Tom, <BR> <BR>There is an area (near the bottom of the board, under MISCELANEOUS i think) called "Bidding Glitches and Other Problems", this would be an appropriate area to post your situation.

lcuy Oct 17th, 2001 12:01 AM

I had the same thing happen last summer. I was bidding on HNL to Lax for $460. I was excited to see I'd won, but realized the confirmation was for tickets from Lax to San Diego that price! I KNOW it said HNL- Lax. Same as you I had to spend hours finding a human. (1-800-priceline)They told me I had a one time amnesty for my mistake...a chance to buy another ticket, same days but the correct cities. I couldn't get one, so I paid $75 to cancel. My visa Card refused to help, saying the online agreement with Priceline doesn't allow stopping charges. I was furious, but had too much going on at that time to fight further. I'll never use them again. <BR>(PS:I posted this here, but got no help)

Cindy Oct 17th, 2001 05:17 AM

I'd like to follow up on the idea that the Visa company can refuse to place a matter in dispute because of its own agreement with Priceline. <BR> <BR>The credit card company's obligations regarding disputes, I believe, are a matter of federal law. That ought to trump any contrary provisions in the company's deal with Priceline. Am I incorrect about this?

Dick Oct 17th, 2001 10:48 AM

Federal law requires credit card copnies to investigat disputes and not charge interest while they are investigating. <BR> <BR>As so as they can prove the charge was valid(which is probably what priceline would tell them)..then the charge would stand. <BR> <BR>The policy is meant to protect consumers against undelivered or defective goods or services. It is npot meant to provied consumers with the ability " just to change their mind" <BR> <BR>PErsonallly, I think that Tom's situation is so obviouls an error,,..priceline should just correct it and than him for bringing it to their attention

KTK Oct 22nd, 2001 11:57 AM

Tom, <BR> <BR>American Express is EXCELLENT in settling disputes. Be glad you booked on AMEX instead of Visa or MC. Their dispute process takes months. AMEX stands by their customers. Unfortunately, VIsa and MC stand by the merchants. Good luck!!

Dick Oct 22nd, 2001 12:42 PM

Tom, <BR> <BR>I guess you have been lucky. <BR> <BR>I have found AMEX to be AWFUL in settling disputes. They seem to side much more easily with the vendor. Maybe it's because they charge companies more than VISA that they "pay them back" by helping them to avoid chargebacks,

xxx Oct 23rd, 2001 10:32 AM

Just an aside, I find the comments about Visa/MC siding with the merchant over chargebacks to be pretty funny. I work in the Accounting department of a retail/mail order operation. Believe me, we almost never win in the case of a chargeback. What recourse does the merchant have- not to accept Visa or Mastercard in the future- Hah! Like that will ever happen. The bankcard companies screw everybody because they can get away with it! They don't have to even care about fraud because the Merchants eat the charge, at least in the case of "customer not present" sales.

Amy Oct 24th, 2001 06:50 AM

xxx is right. And it doesn't take months to get a claim settled with Visa/MC. I've received chargeback notices for charges that occurred a week ago! <BR> <BR>If your credit card company won't cooperate, change credit cards.

Tom Oct 24th, 2001 03:21 PM

Just a follow up on my big priceline.com mess....Monday I received a phone call from priceline.com and ALL charges will be credited back on to my American Express. Obviously, I'm elated since none of this should have happened in the first place. When I was working directly with pricline.com, they were hell-bent on charging me $75. per ticket ($150.) for a cancellation fee to the airlines. American Express agreed with me that this was ridiculous and really went to bat for me and got everything credited.It's too bad that pricline.com and I couldn't resolve this without involving AmEx....but, whatever works. Thanks for all your support.

no mercy marci Nov 2nd, 2001 08:43 AM

I have no mercy for you people booking off the internet, that's what you get, call a real professional whom use can trust with your CC

ooo Nov 2nd, 2001 09:03 AM

Dinosaur Marci, <BR>Sure! Be glad to! Love paying way too much when bargains are to be had! Travel agents are only good for cruises, and that's only because the cruise industry is way behind getting the whole Internet thang. It's 2001, dear.

topper Nov 3rd, 2001 06:02 AM

As a P'line fan, I found this fascinating...just wanted to share. Glad to hear Tom finally got satisfaction.

Lenleigh Nov 5th, 2001 11:41 PM

In my opinion, people are nuts to give their credit card info to any company when your not sure of exactly what your getting and when you will get it(ie not telling you airlines,times,amount of connections and fares until after your credit card is charged). <BR> <BR>I work for Cheap Tickets and I sell tickets all day long. We give up front info and often times have the lowest fares. <BR> <BR>You have to be aware of what you are getting yourself into with tickets.And be extra careful when booking tickets with companies that are nearly impossible to reach.Good thing for Tom that it turned out for the better.In his case it was obviously not his fault.

Marcie Nov 11th, 2001 07:22 AM

Glad to see things worked out. I've found that priceline.com is GREAT when you really can have flexability and are sure of your plans. If there is any doubt about changing dates etc. though forget it....they won't budge. By the way, when giving your CC number...this is a secure site so not a problem. The only thing I didn't like hearing about was that priceline.com was trying to stick Tom with the $75 cancellation fee per ticket to the airlines when it wasn't his fault. Thank goodness for American Express...I think they're tops for going to bat for their customers!

Bob Nov 27th, 2001 06:43 AM

I goofed on Priceline once and bid for the wrong airport but they handled it quickly. I am sorry to hear you had a problem, Tom.

Leslie Mar 11th, 2002 08:34 AM

All goes to show how careful you have to be when 1) using Priceline and 2) supplying any credit card info to anybody. Priceline has made it very clear that once you pay, you are agreeing to accept whatever they give you. So obviously you've got to be SUPER careful before giving them credit card info for anything. CAVEAT EMPTOR!!!

bhavana Mar 19th, 2002 02:03 PM

American Express is really one of the credit cards that resolves disputes in favour of the consumer and NOt the merchant. It's a good one to have, in my experience.<BR><BR>I have had one similar bad experience [though not as bad as tom's] with priceline and i have NEVER used them again. Well, even if i don't save money by not going thru priceline it's fine, but i would rather not use that company.

Andrea Mar 19th, 2002 03:31 PM

bhavana - what happened with you and priceline?

Tonia Mar 20th, 2002 07:32 AM

I'm really happy to hear that Tom's situation was resolved. Priceline was clearly in the error, and they only did themselves harm for not working with him in this obvious mistake. Just imagine how many people are going to hear about how Priceline tried to rip Tom off.<BR><BR>Also, always remember that websites that sell airline tickets and ect ARE travel agents. ANY agent can get the same deal that online agents get, but offering TOO many low fares would cut into their commission. Online travel agents like Price-line and Cheap Tickets have the benefit of selling tickets to thousands of people and making great commission in compared to one travel agent located in your town.<BR><BR>What ever you do, always make sure to read all the fine print when booking online. A cheap ticket usually means a highly restricted ticket, unless you get really lucky :o)<BR><BR>

looper Mar 21st, 2002 08:11 AM

I would have gladly paid a professional travel agent a fee to book tickets to begin with. I don't know about everyone else but my time is valuable.

xx Mar 21st, 2002 10:07 AM

Don't count on travel agents to find cheap tickets. They have now been cut completely out of the airline commission loop and are adding a healthy fees on top of all ticket prices. Many cheap fares are only available to consumers on Internet web sites run by the specific airlines. You can't even count on Orbitz to get you the cheapest fares on the airlines that own it. I've always found better on the airline's own web site.<BR><BR>As for Am Ex being a great help to consumers in times of trouble. This has not been my experience. They will hold up your responsiblity to the charge until such time as the merchant gives them any old form letter bogus excuse - like: "its what Tom bid" - and then you're on your own to set it straight. I'm still fighting over having AOL double dip into my account for monthly charges. Good luck.

itsmlf Mar 25th, 2002 03:37 PM

this is when you wish you had gone to your friendly travel agent. I do think your credit card company should take care of it....

C William Apr 9th, 2002 09:30 PM

A topic spanning 6 months and 29 responses...I had to check it out! I have little to offer regarding the priceline.com issue. I was enjoying the intelligent and friendly 'conversation' until I stumbled upon Marci's mercyless comment. She has no mercy for 'you people' (the evil bargain-hunting, travel agent-hating public?) who book online and encounter a problem. You should only entrust your cc to a real professional. f she is a travel agent, she's anything BUT professional. I can't imagine a mean, bitter, ignorant comment like that coming from a 'professional' in any field. I'm a travel agent and feel very sorry for anyone who through no fault of their own has cc problems, errors, or any other inconveniences when booking online. She says "that's what you get". With that kind of attitude what she'll most likely get is early, involuntary retirement. I welcome any potential clients to compare prices with many sources (other agents, internet etc.) as any prudent consumer should do. Sometimes my rates are lower, sometimes they are higher. I'm happy when 'you people' find a good deal, with or without me. The internet is wonderful and many great deals are to be found on it. Scaring people into booking with travel agents and scolding them when they don't are tactics used mainly by travel agents in Iraq and the former USSR. Her message was followed by a response from ooo (sounds Hawaiian) who tells Dinosaur Marci that travel agents are only good for cruises. Ha! Tell that to my client for whom I found a 10-leg international business class ticket to Australia for $5200 when the lowest he could find online or calling the airlines was $9400! This after staying at my office until 9pm using my 10 years of experience, knowledge, expertise and insider know-how to save him $4200. Maybe next time ooo can point him to the right internet site. Ooo says the cruise lines only use us because they are way behind in the whole internet thang. Yeehaw! Internet rules! Some dinosaurs are still buying dog food at the grocery store. Get with the program, right ooo? Anyone who's anyone shops at pets.com. How's their stock doing anyway? My once secure career is now in jeopardy as I hear a new internet site is being developed which will be staffed with people who sit down with first-time cruisers and those with many questions and concerns, spend hours giving free expert and unbiased advice, follow up during the following weeks as often as necessary, and personally take responsibility for everything going smoothly before during and after the cruise. Sorry for the run-on sentence. I think Marci and Mr ooo both need a little aa.....attitude adjustment. Maybe one day Marci and ooo can meet somewhere between ooo's Hawaii and Marci's USSR to discuss the matter. Maybe Philadelphia, the city of brotherly love. Ooo'll find a great deal on priceline.com (as long as the last for digits of his ss number are 0200 or lower) and Marci'll call a real professional, maybe even me! I accept all major credit cards (well, the ones who side with the merchant in a dispute). Both travel agents and the internet have their place. General, one-sided and unintelligent comments on any issue are, well, welcome in our free society......but they invite long, boring, probably never-to-be-read responses from travel agents who drink too much coffee before bed. Happy Travels !!

Ali Apr 10th, 2002 10:25 AM

Sorry bud, but you get what you pay for, or try to anyway. Should have went to your travel agent!!

sdunkerly May 24th, 2002 06:31 PM

C William: Did read your response and enjoyed it immensely. Have tears in my eyes trying to read it aloud to my fiance'!

x May 25th, 2002 04:16 AM

C William, ever heard of a paragraph break!?!?

Mr. Complement May 29th, 2002 09:37 AM

I just want to give it to C. Williams. If you did not lay it on the table then nobody can. Those comments like Marci I think it was, were very simple to say the very least. I for one have so much faith in my common sense. Some people forget to use it. That was not the case with Tom. It was a horrible mistake on Priceline's part and they really have lost my hard earned dollar. Sure, others have had great experiences, but I would never support a company who is not fair to all of it's customers. If any situation was obviously an error then Tom's situation was it. Anyway, I think both Internet and Travel Agents are great resources and thank goodness for both. Having so many options available is what makes it possible for budget travelers like myself to have enjoyable vacations at great prices. I sure would like to have the wallets of those who think that travel agents are only good for a cruise or not at all. I would then be able to dine at 5 star restaurants on every trip. I have been qouted prices online that sucked in comparison to those found by my agent and in the reverse. It is all about research. Thank goodness for both. Of course, if you decide to use a site that is not secure, then you may be setting yourself up for trouble. What I want to know is, what agency does C Williams work for? My next destination may be Austraila.

sara Jun 22nd, 2002 08:18 AM

Contact the Better Business Bureau and file your complaint! It's really easy to do online. We recently purchased tickets on Priceline to go to Italy and didn't have any problems. I agree, it's their glitch and should be their problem to deal with. Good luck!

PRESTON Aug 7th, 2002 09:45 AM

Tom I hope all of you that buy these travel deals know that a good travel agent and pull up your reservation and cancel change and can also see your credit card frequent flyer number address phone and the list goes on. So if we can see it I wonder who else can. I hope no one gets your card number or cashes in on your frequent flyer miles. HA HA HA!!!!!

huh? Aug 7th, 2002 10:03 AM

What the heck does the post above say?<BR>Can you repost and try to make sense?<BR>Who can see the traveler data?<BR>Once ticketed (billed) travel agents can only see reservations they have made.<BR>

Travel Agent Aug 7th, 2002 10:20 AM

hahahahahahahahahahahaha<BR><BR><BR><BR>HA!

Debra Aug 7th, 2002 09:04 PM

I had a great experience last year using Skyauction.com for a trip to England vice Priceline. I tried Priceline.com first and kept getting all those magazine offers to wade thru and then never got a decent price on a ticket. I don't remember now how I found skyauction but the great thing about them was that they didn't charge me up front. After I won a bid and found dates/times I liked, then I charged the trip. If I hadn't found dates/times I liked or they didn't have them, the deal would have been off. This allowed me a lot of flexibility which I adore. I got a roundtrip seat in September for around $530 vice the $800+ everyone else wanted. I was wondering if everything was on the up and up but I booked my tickets and the planes flew. Just be sure to read the details--they note that they tack on about $85 per person to the bid price so you have to take that into account when you bid. I expect the rules are still the same. Great experience.<BR>


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