Name your own price and travel on the cheap by booking hotel rooms, plane tickets and car rentals up for auction. Priceline.com has earned faithful customers based on this concept. Bidding on travel plans, however, has some disadvantages. Priceline.com has a policy of refusing cancellations, which causes some consumers repeated headaches.
Reading Priceline.com's terms and conditions carefully remains the easiest way to avoid a cancellation hassle. A "no refund" policy, according to American Association of Retired Persons (AARP) travel expert Peter Greenburg, allows Priceline.com to shave 40 percent off normal travel expenses. Priceline.com has a strict "no refund" and "no cancellation policy." The company maintains careful records of the booking process with customers. In a refund complaint, Priceline.com may pull up the dates and exact times you pushed the "Accept" button on your computer.
Before booking with Priceline.com, customers must understand there's little room for error. In one consumer complaint, listed on consumeraffairs.com, an active-duty soldier developed a blood clot and couldn't travel as he planned. Priceline.com, according to the complaint, refused to refund the flight costs along with a $150 fee for a voucher.
Once the company comes back with a booking price and asks for a commitment, consider whether the money saved balances out the "set in stone" travel plan. Avoid a commitment if you have any doubt about the certainty of your plans.
Expect to find a deal with Priceline when you have the flexibility to wait until the last few days to make travel plans and you don't mind flying at strange hours. If you, however, have time to plan your trip and search out the best prices, Priceline.com may not save you money. In addition, the service has no frills, meaning the airlines and company won't bend backwards to make a disgruntled customer happy.
Bear in mind that Priceline.com has no obligation to cancel or refund any booking unless a mistake was made by the company, hotel, airline, etc. If the mistake was made by a Priceline.com customer, barring an act of God, chances are slim you will see a refund. Customers have, however, infrequently received refunds from Priceline.com.
Ask for the cancellation and/or refund despite these slim chances. You have nothing to lose except what has already been paid to Priceline. Go first to customer service and prepare for a long, drawn-out battle. Don't waste time calling the airline, hotel or car rental company because you will only find yourself back at Priceline.com.
Call Priceline for a cancellation before 11:30 p.m. on the day the reservations were made. While the answer may remain "no," refund chances are better when acting quickly. Call Priceline.com's customer service, 1-800-774-2354, as opposed to sending an email. The company does offer an email form on its "Customer Support" page, but you may never receive a response.
Speak firmly but calmly while explaining the reservations and reasoning behind the cancellation. Despite what the Priceline.com customer service representative says, the company can cancel a reservation with a refund. Always ask for the representative's name and use the name as you discuss the situation.
Expect to hear "no" on the first go-round. Don't give up, but remain calm and appreciative. Ask politely to speak to the next person in charge. This time, don't ask for the refund, instead say, "Hi, I'm calling to check on my refund. I canceled a reservation and I just want to make sure a refund was issued. I really appreciate your help, I know this is unusual." Repeat your story, again, firmly and calmly. Expect another "no," but don't stop yet. Continue moving up the ladder, repeating your situation each time.
Losing your temper gets you nowhere. Ask for, even demand, a refund/cancellation, but don't act obnoxious. If you demand action, say something like, "I expect a refund for my situation. I appreciate all the trouble you are going to because I know this goes against company policy."
