Luke_Wilbur Posted January 5, 2006 Report Share Posted January 5, 2006 (edited) I planned to take the DCpages staff out to Las Vegas to watch the Superbowl. I decided to use Priceline Vacation packages. The problem is that one of my staff would be Traveling from San Francisco to Las Vegas. I was wondering how I could do the vacation package to include two different departure routes so I went into the web site and then spent time creating an itinerary. When I realized I could not do it myself I called Priceline reservations. I explained how I was going to Las Vegas to watch the Superbowl and having a mini convention with our community staff members. I further explained that I would like our company to pay for the air fare and trip. I then told the gentleman the airfare time and date I wanted. He told me to pay for the one fair, because the prices change all the time. So I booked a 11:30 pm flight out of Las Vegas to Washington. He then told me to use SFO instead of Oakland to Las Vegas. I got the price called my staff member to confirm the date and I then booked my second flight. Here is my problem.... When I got my email I found out that my flight was no longer a Red Eye back to Washington. Priceline instead picked a flight that starts before kickoff of the Superbowl. This one email has ruined our whole trip. I followed the Priceline instructions and spoke with Jesse 7090. He told me that the Priceline representative should have told me to review the contract before I booked my flight. He is right. DO NOT TRUST WHAT A PRICELINE RESERVATION AGENT STATES. Jesse 7090 told me there was nothing he could do, but I can try to contact Lisa Gillianham. I asked Jesse 7090 for her email he stated that she has none. He then told me to look in invester relations. Lisa Gillingham Senior Vice President, Customer Service and Operations Lisa Gillingham was promoted to Senior Vice President, Customer Service & Operations, for priceline.com in March 2001. She joined priceline.com in April 2000 as Vice President, Customer Service. Prior to joining priceline.com, Ms. Gillingham was e-Commerce Director, Interactive Group at AT&T. Before that, she served in a number of finance, product management, advertising, marketing and program management positions for AT&T in both business-to-business and business-to-consumer categories. -----Original Message----- From: 'Customer Service [mailto:firstname.lastname@example.org] Sent: Wednesday, January 04, 2006 5:18 PM Subject: Customer Service (KMM19128918V10712L0KM) Dear Mr. Wilbur, Thank you for taking the time to send us an e-mail. We understand that you would like us to change your return flight time for your trip to Las Vegas. Mr. Wilbur, in order to better assist you, we have made arrangements for you to speak with a Customer Care Consultant. Please call us at 1-800-774-2354, and be ready to enter your request number when prompted. Your request number is: 28050372101 We apologize for the inconvenience and look forward to hearing from you. Sincerely, Wilfredo M. Customer Service Specialist Original Message Follows: ------------------------- No I told the sales person what rate and the times I had. I told him that I had another person coming from a different location. He told me that I should book this rate and time now, because they rates and times change. After I did that he told me to do a second transaction from San Francisco airport to Las Vegas (Confirmation #C7mb6dh). The second one is correct, but this one is screwed. So I need you to change the flight time. I did this this whole process on the phone with him. It is your fault not mine. He should have stated this to me. I feel that I am being slammed. Luke Wilbur -----Original Message----- From: 'Customer Service [mailto:email@example.com] Sent: Wednesday, January 04, 2006 3:37 PM Subject: Customer Service (KMM19128615V6988L0KM) Dear Mr. Wilbur, Thank you for taking the time to send us an e-mail. We understand that you mentioned one of our representatives suggested you to visit the rate on our website for your package reservation to Las Vegas for Superbowl. So, you would like to change the return flight time. Contractual agreements with our travel partners do not permit us to change or cancel your reservation. Prior to submitting your request, you were asked to review and initial a contract. This contract contained the travel information you entered during the request process and outlined the restriction that your reservation would not be changed or canceled. We really wish we could give you the resolution you're looking for; however, your reservations are truly non-refundable. For your reference, a copy of your contract page has been sent in a separate e-mail. We apologize for the inconvenience and regret being unable to assist you further in this regards. Sincerely, Jayaraj M. Customer Service Specialist Original Message Follows: ------------------------- I am contacting my bank on this. I was on the phone with one of your representatives during this process. Check your records. I specifically told him that we are going to Las Vegas for the Superbowl. He told me to get it at the rate on the web site. This needs to be resolved. All the Best, Luke Wilbur Tel: 301.493-9273 -----Original Message----- From: 'Customer Service [mailto:firstname.lastname@example.org] Sent: Wednesday, January 04, 2006 2:39 PM To: LUKE WILBUR Subject: Customer Service (KMM19128324V3521L0KM) Dear Mr. Wilbur, Thank you for taking the time to send us an e-mail. We understand that you would like to change the time of your return flight from LAS to BWI. As stated during the request process, domestic flights can depart anytime between 6:00 a.m. and 10:00 p.m., and arrive no later than 12:30 a.m. the following day. International travel can depart anytime, midnight to midnight on the days you selected, arriving as late as noon the following day. When you purchased your reservations you agreed to depart during these hours and reservations are restricted; they are non-changeable, non-refundable, and non-transferable. When we found a travel partner willing to accept your request, we immediately charged you to lock in your rate and secure your reservations. Our travel partner accepted your request on the condition that your reservation would not be changed, or cancelled. This condition, as stated throughout the request process, is the reason customers are able to receive substantial savings. We apologize if the travel times do not meet your needs; however, your reservations are non-changeable and non-refundable. For future reference your concern has been documented. To better understand our policies, please visit the Help Center on our website. We apologize for any inconvenience and hope this information is helpful to you. Sincerely, Vinod N. Customer Service Specialist Original Message Follows: ------------------------- Subject: Wrong Departure Time. Product: AIRLINE Category: About Airline Tickets Name: LUKE WILBUR Request Number: 28050372101 Comments: SOMETHING IS WRONG???? I BOOKED THE FLIGHT TO DEPART LAS VEGAS AT 11:30 PM. THE RED EYE FLIGHT TO BALTIMORE. NOW IT STATES 3:30 PM. I NEED TO GET THIS FIXED. THE REASON WE ARE GOING IS TO WATCH THE SUPERBOWL IN HARRAHS. LUKE WILBUR. Edited January 5, 2006 by Luke_Wilbur Quote Link to comment Share on other sites More sharing options...
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