Priceline.com

Please see the response we sent to the customer.  Below. Thanks.
 
Dear Ms. [redacted],
 
face="Calibri" size="3">Thank you for taking the time to contact us regarding your airline reservation for Trip Number [redacted].
 
We are writing to let you know that we received your Revdex.com concern in our Executive Offices.
 
We understand that you are requesting to change your booking due to medical issues. We see that our Travel Services team contacted you and offered to exchange your tickets for a fee. We would like to inform you that you have before December 9, 2016 to call us back if you decide to make the exchange. You may contact our Travel Services department at: ###-###-####.
 
Thank you for giving us the opportunity to assist you and we thank you for your time.
 
Sincerely,
 
Frich A[redacted]
Executive Offices

Revdex.com,
Inc.
We have received the consumer’s
additional comments.  As you requested,
we have again reviewed this matter to see if we overlooked anything that might
support a more favorable conclusion. Unfortunately, there is nothing we can add
to what has already been stated in our previous correspondence. As disclosed on
the consumer’s initialed contract page, once purchased, the selected reservation
is non-refundable. We are sorry that we are unable to assist the consumer any
further in this situation.
Sincerely,
[redacted]
priceline.com

Revdex.com,...

Inc.
 
We are in receipt of the complaint initiated by the
above-mentioned consumer and appreciate the opportunity to respond.
 
Desired Settlement:
“I would like them to follow [redacted]' policy which allows me to change
my flight from [redacted] to [redacted] to the 1:10 pm flight on October 21,
2015 for free.”
 
When selecting a reservation, the consumer is provided with
the cancel policy associated with each reservation. In this case, the consumer
selected a reservation that provided greater savings and less flexibility.
 
Attached hereto, is a copy of the consumer’s initialed
contract page authorizing the terms and conditions of the selected purchase.
 
·       
Ticket is non-refundable and changes are not permitted. Please read the
important fare rules and restrictions.
 
We thank you for the opportunity to clarify.
 
Sincerely,
[redacted]
Priceline.comlo
 
This contract
for request number [redacted] was originally initialled on Tue Apr 7 00:26:49
EDT 2015




Trip Summary for [redacted]
Name
must match photo ID. Please verify spelling and edit name
if necessary.

Name Your Own Price and Save Cash
We have a
one-way flight available that will save you cash. Enter an offer and we will
see if an airline accepts your offer.
Total
charges, including taxes and fees,are displayed on the following
page.

Preview Offer









































































Departing Flight Information - Thursday, September 10, 2015
(Arrives Friday, September 11)

Flight [redacted]
1h 07m, 225 mi

[redacted]Departs: 7:00 AM

[redacted]Arrives: 8:07 AM

AircraftAirbus A319 (Jet)
Economy/Coach Class

Flight [redacted]
14h 00m, 6625 mi

FromGeorge Bush Intercontinental Airport (IAH)
Houston, TXDeparts: 11:20 AM

ToNarita Intl Airport (NRT)
Tokyo, JapanArrives: 3:20 PM (next day)

Aircraft[redacted] (Jet)
Economy/Coach Class

(operated by Air
[redacted])Flight [redacted]
6h 15m, 2722 mi

[redacted]Departs: 6:30 PM (next day)

[redacted]Arrives: 10:45 PM (next day)

Aircraft[redacted] (Jet)
Economy/Coach Class

Returning Flight Information - Wednesday, October 21, 2015

Flight [redacted]
2h 40m, 928 mi

From[redacted]Departs: 5:30 AM

To[redacted]Arrives: 9:10 AM

Aircraft[redacted] (Jet)
Economy/Coach Class

Flight [redacted]
12h 30m, 6910 mi

From[redacted]Departs: 11:30 AM

To[redacted]Arrives: 9:00 AM

Aircraf[redacted] (Jet)
Economy/Coach Class

Flight [redacted]
3h 34m, 1461 mi

From[redacted]Departs: 10:40 AM

To[redacted]Arrives: 4:14 PM

Aircraft[redacted] (Jet)
Economy/Coach Class

 












Passenger
and Ticket Information

Yen Thi Hai LamSeat Preference (Change Seat)
Flight [redacted]: 23C
Flight [redacted]: Aisle Seat Requested
Flight [redacted]: Aisle Seat Requested
Flight [redacted]: 23D
Flight [redacted]: 34C
Flight [redacted]: 22D
Meal Preference:
No Meal Preference

Ticket Type:Electronic

Summary of Charges































Airline Ticket Cost:

$380.00 per ticket

Airline Ticket Taxes & Fees:

$185.90 per ticket

Processing Fee:

$7.00 per ticket

Number of Tickets:

1

Airline Ticket
Delivery:

$0.00 (Electronic
Ticket)

Airfare Subtotal:

$572.90

Total Trip Cost:
(All prices are in US dollars)

$572.90

Baggage fees
are not included in your trip cost.

Important Information






















•

Ticket is
non-refundable and changes are not
permitted. Please read the important fare rules and restrictions.

•

Fares are not guaranteed until
purchased.

•

If you do not take your outbound
flight, the airlines will automatically cancel the remainder of your
reservation. No refunds will be granted for the unused portion of your
trip.

•

You will be issued electronic
tickets. Remember to bring a valid government-issued photo ID with you to
check-in. If you are traveling outside the U.S., all travelers will need a valid passport and you may also need to show additional documentation at your destination
and/or in connecting countries.



 



[redacted]
**
 




I have read, accept
and agree to abide by Priceline.com's terms and conditions and privacy policy.

Dear [redacted],
 
Thank you for contacting us regarding your vacation
package booked under Trip Number [redacted]
 
We are writing to let you know that we have received your
Revdex.com concerns in our Executive Offices. We understand you are requesting
compensation for your departure flight being cancelled and rescheduled.
 
We contacted [redacted] on your behalf and were advised
that they will provide you with travel vouchers that you can use to purchase
new flights with [redacted]. You will have 60 days for the date of issue (May
30) to redeem the voucher. They were unable to provide
the value of each voucher, and advised that you will find out the amount once
you request to use them. To use the voucher, you will need to contact [redacted] directly, or book through their website. Below are the voucher
numbers:
 
[redacted]
*
Thank you for choosing to email us today. I hope you
found my reply helpful! Please email us again if you need anything else. 
 
Sincerely,
 
Teddi C[redacted]
Executive Offices

Dear [redacted] border-box; font-family: Verdana; font-size: 12px; line-height: 17.1429px; background-color: rgb(224, 231, 247);">Thank you for taking the time to contact us regarding your reservation at the [redacted] And [redacted] for Trip Number [redacted]We are writing to let you know that we received your Revdex.com concern in our Executive Offices.We thank you for your patience while we research this booking for you. We are currently making attempts to resolve this issue for you. We hope to be in contact with you in 1 to 2 business days with a resolution.We look forward to resolving your issue.Sincerely,Junko A[redacted]Executive Offices

Complaint: [redacted]
I am rejecting this response because: I just checked, and actually there are PLENTY of premium economy seats left. I even attached a screenshot showing it, with today's date and time. The blue seats are open seats...there are 17 of them. Over half. For the blatant lie, I will blast this all over social media.
Sincerely,
[redacted]

Revdex.com, Inc.
 Priceline contacted Dr. Lee
requesting additional information concerning this matter and
apologized  for any frustration.
Sincerely,
N Dangelo
Priceline.com

Complaint: [redacted]
I am rejecting this response because:
  I don't recall receiving an email regarding the complaint.   I apologize for not responding.   However, there was no resolution to my original complaint.   I believed Priceline was not honest.  I completed an entire form regarding the passenger and the information was deleted.  There is no way to make a reservation without filing out the passenger's information and I did.   How did my name appear as the passenger when I only used my payment information to pay for the ticket.  One of the required information is the passenger's date of birth.   I never gave mine.  I only provided the passenger's.  But the representative refused to look at the completed passenger information.  Had she done so she would see that I was clearly not the passenger.  
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Trip Number(s): [redacted] [redacted]
New Roman
Customer or Passenger's Name(s): [redacted]
Dear Ms. [redacted],
We are writing due to the complaint you have filed with
the Revdex.com regarding your unused reservation at the [redacted].
[redacted], we understand you placed this request because
you thought the first reservation you placed was for only one room. Our record indicates there were 2 rooms on
reservation [redacted] at the [redacted]. We have reviewed our records and found that
the agent you spoke with regarding your first reservation (Request Number [redacted])
informed you of the hotel's name, address and phone number. You and the
representative did not talk about the number of rooms for the first booking.
When your 2-room request was accepted, a confirmation
email was sent to the email address used during booking, which is [redacted].
In addition, you also have an option in reviewing your
itinerary on our website.
We apologize; however, we will be unable to offer a
refund for your Request Number [redacted]. The Contract Page presented to you
before booking the reservation states that "For the room type and rate
that you've selected, you are not allowed to change or cancel your
reservation."
We are sorry we did not provide you the answers you were
looking for and we thank you for your time.
Sincerely,
[redacted]
Executive Offices

Dear Mr. [redacted],
 
We are contacting you today regarding your vacation
package reservation for Trip Number 37[redacted]....


 
We are writing to let you know that we received your
Revdex.com concern in our Executive Offices. We understand your
concern about the room rate that was selected for your reservation. We reviewed
your request in our system and verified that an additional $1.92 per night rate
was selected ($5.76 total) for a room with 1 king or 2 double beds. Our website
did not show that we offered a bigger room. The rates displayed on our site are
rates pulled from several sources and are displayed to our customers. There is
no indication offering a bigger/different room for additional rates. The offer
is for room with 1 king or 2 standard bed.
 
We thank you for bringing this concern to our attention
as we are always looking to improve our site. As per agreement, your
reservation was booked in the room that was selected. We are sorry if we are
unable to process a refund.
 
Below is the summary of charges for your reference.
 
$1,813.22 + $5.76 ($1.92 additional per night) =
$1,819.20
$1,819.20 + $69 Travel Insurance = $1,888.20
 
We apologize for the inconvenience and hope you found this
information helpful.
 
Sincerely,
 
[redacted]
Executive Offices

Complaint: [redacted]
I am rejecting this response because: 
They are claiming something which is the opposite of what really happened. 
Since they have the power to falsify what the offer page of my deal really said, I do not see how this can be resolved. I simply will NEVER do business with them again. I am also encouraging my friends and family to do same, along with my business. Unless you have something to add here yourselves? 
Sincerely,
[redacted]

Dear [redacted]
 
We are contacting you today regarding your reservation at
the [redacted] [redacted] - North Airport booked under Trip Number [redacted]
class="MsoPlainText"> 
We are writing to let you know that we have received your
Revdex.com concern in our Executive Offices. We understand that you
have some concerns regarding our refund process.
 
We have reviewed this concern and verified that the hotel
contacted us last March 30, 2016 offering to cancel your reservation. Since we
did not receive any previous contact from you regarding a cancellation request,
we tried to call you to get your approval in canceling the reservation.
However, we were unable to reach you on the phone number registered on your
reservation so we sent an email to your email address [redacted] requesting for your
callback. I apologize; however, our standard procedure is we need to get
approval from our customers before processing a cancellation.
 
I checked our records and verified that you reservation
was canceled when you called us last April 11, 2016. The refund of $65.11 is in
process. All refunds are processed in our system within one business day and
depending on your bank, it may take 5-10 business days to post to your account.
Bank processing time varies so please check with them if you don't see the
refund posted to your account within the next few days.
 
We apologize for the inconvenience and thank you for
giving us the opportunity to assist you.
 
Sincerely,
 
Joe A[redacted]
Executive Offices

Complaint: [redacted]
I am rejecting this response because:
In August of
2014 I booked a hotel room at T[redacted] Hotel and Suites through
Priceline.com. The reservation was for dates August 22 through Aug 24th.
That initial reservations was canceled through direct contact with hotel staff
at [redacted] Hotel and Suites. 
At a later
date, I made a separate reservation to [redacted] hotel also facilitated by
Priceline. I paid for my stay at [redacted] Hotel directly to the hotel at
checkout time. While reviewing my credit card statement, I saw a charge for $613.10
from Priceline as well as charges from [redacted] hotel. At that time I believed
it was a double charge and attempted to contact Priceline. Although I called
the customer service phone number provided by Priceline.com I was unsuccessful
in contacting anyone. I subsequently initiated a dispute through [redacted] confirmed that I had not been charged twice by [redacted] hotel but had in fact been charged by Priceline for the reservations
that had been canceled at [redacted] Hotel and Suites. 
At which time the
dispute was closed on November 1st 2014.
Although the
hotel is closed for the season I was able to get in contact with the general
manager Mr. [redacted] via email and get a confirmation that I did in fact cancel my
reservation. Priceline informed me there was no way to contact the hotel until
they reopen in January of 2015, but the email address was on the website of the
hotel. I spoke to customer relations personal at priceline on Friday 14th.
 I forwarded them the email correspondents
from the general manager and I. Mr. [redacted] also emailed them directly informing them of
the cancelation. Then they told me they need to obtain confirmation from my bank
that the dispute is closed and that they have send a request for it. I called [redacted], they informed me that they did not receive any request from
Priceline. I had one of the customer representatives from [redacted] call
Priceline while I was on the line to give the confirmation. Although Priceline
has everything they need from me to refund the money the representative from Priceline
told me they still need to investigate and it could take up to five weeks or
more to receive my refunds.
My frustrations
are beyond words can explain. The lack of customer service at priceline deeply
disappoints me. Mistakes are a chance to gain your customer’s loyalty. Although
I understand there were many parts to the story, what I am most upset about is
getting no help from your customer relations team. I did everything myself, and
still no resolution. One of your representatives had me crying at one point
during our conversation out of pure frustration. Instead of listening to my
concerns it seems they are reading off a script repeating the same thing over
and over again.  
Sincerely,[redacted]

Revdex.com, Inc.
normal;" class="MsoNormal"> 
[redacted], claims that the
convertible top of the vehicle provided by [redacted] [redacted] was defective. When
she contacted the rental partner, she was advised to return the car to the pick-up
location, but was unable to do so as she was already 40 miles away from [redacted]. [redacted] was advised by the rental partner to contact
Priceline to request any type of refund or credit.
 
We contacted [redacted] [redacted] and
were advised they would send the customer a $25 Customer Service Certificate to
the customer via mail to be used on a future rental reservation through them
for the inconvenience. We are unable to offer additional compensation and the
customer was notified of the certificate being sent to her by the rental
partner.
 
We appreciate the
opportunity to clarify.
 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response as it does not comply to the guarantees or features offered by the company.
First priceline's customer service representative failed to honor their best purchase price guarantee when I noted avis was cheaper.http://www.priceline.com/landing/best-price-guarantee.htmSecondly Priceline failed to state that their 100% cancellation refund guarantee in a manner that was clear and correct.  The following statement was placed next to the option for collission damage insurance."Cancellations with 100% refund will be permitted for Collision Damage Insurance up until your scheduled pick up time"This ambiguous phrasing listed next to the add on makes it easy to misunderstand this as a feature.Thirdly because of their general dismissal to not only myself but thousands of other unhappy Priceline customers (as evidenced on consumer reports) I prefer this issue remain unresolved if they refuse to refund.I appreciate Revdex.com not closing this issue.
Sincerely,
[redacted]

Dea[redacted]
 
Thank you for contacting us regarding your reservation
with [redacted] Rent a Car booked under Trip Number [redacted]
class="MsoPlainText"> 
We are writing to let you know that we have received your
Revdex.com concerns in our Executive Offices. We understand you are requesting a
refund on your unused rental car reservation.
 
Prior to submitting your request we advised on the
contract page that rental cars are non-refundable, non-transferable and
non-changeable even if the reservation is not used. We contacted the rental
partner and were advised that the reservation went unused; however, it was
non-refundable. We have contractual agreements with our partners that do not
allow a change or cancellation to a reservation once accepted. We are sorry if
your plans changed; however, your reservation is non-changeable, non-refundable
and non-transferable.
 
We are sorry we did not provide you the answers you were
looking for and we thank you for your time. 
 
Sincerely,
 
[redacted]
Executive Offices

Dear Mr. [redacted],
Roman">
 
We wanted to take this time to contact you regarding your
reservation at
the [redacted] booked under Trip Number
[redacted].
 
We are writing to let you know that we have received your
RevDex.com concern in our Executive Offices. As we
understand, you
received a letter from Prieline advising that you will
still be
responsible for the payment of the reservation.
 
We have reviewed this concern and verified that you
disputed the charges
with your credit card company prior to your check in
date. Our system
automatically cancelled the reservation once the dispute
was initiated.
We also verified that the letter your received was from
our Chargeback
Team and the letter is legitimate. If you have further
questions, please
call our toll free at [redacted] or send an email to
[redacted]
 
We apologize for any inconvenience and hope you find this
information
helpful.
 
Sincerely,
 
[redacted]
Executive Offices

Dear Ms. [redacted],
Roman">
 
Thank you for taking the time to contact us regarding
your airline reservation for Trip Number [redacted].
 
We are writing to let you know that we have received your
Revdex.com concern in our Executive Offices.
 
We understand that you have requested a refund for this
reservation because the itinerary was changed. However, when you contacted our
Customer Service department they refused to issue a refund for this booking.
 
We apologize if you experienced poor service. We
appreciate your feedback and noted this on our record as we continue to improve
our service.
 
We have reviewed the notes on your record and they indicate
that the airline is responsible for charging the cost of the ticket. Therefore,
the refund will come from the airline.
 
We have contacted the airline, [redacted], and they
verified that this reservation was canceled due to a schedule change. [redacted] advised that a refund of $964.15 was initiated on December 18, 2014 and
it will be completed within 10 business days. Depending on your bank, the
refund will reflect on the credit card you've used to purchase the ticket from
1 to 2 billing cycles.
 
I hope you find my reply helpful and we thank you for
your time.
 
Sincerely,
 
[redacted]
Executive Offices

Complaint: [redacted]
I am rejecting this response because:
I have already submitted the reason why I am rejecting this response. I have been told the same thing in several emails by Priceline. Priceline continues to say the insurance was valid. I understand your position that it was valid but your partner economy said is was not valid and charged me an exorbitant amount for additional insurance. This is your partner, you should be responsible for putting me in a situation with a company that is dishonest and tells your customers that your insurance is not valid. The problem is I was told at the counter of economy rental car that the insurance was not valid. I called to cancel the insurance and was told it would not be a problem and you would look into why this happened.
Sincerely,
Jason Deats