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I just want to share my awful experience with Priceline as a result of airline cut backs...

I have now contacted Priceline twice for assistance. I am scheduled to fly from Portland to Cancun this November on Mexicana Airlines (as party of a group birthday celebration, mine being one of the birthdays). However, it was announced several weeks ago that Mexicana Airlines was pulling out of Portland and would no longer be serving Portland International Airport as of September 2nd. When I called Priceline previously, I was told that no one could help me because Priceline was not aware of this airline change. The last customer service agent I spoke with at Priceline, Raynetta, even told me Priceline was still selling tickets for Mexicana flights from Portland in November. I was told that sometime in future (although my customer service rep couldn't say when) I would be taken care of (although she couldn't tell how I would be helped) IF Priceline became aware of the airline change. I was told to sit and wait for an email. That was three weeks ago...

However, I have now called Mexicana Airlines directly. They have confirmed with me that they will no longer be serving Portland. They said they would be happy to refund my ticket in full but that the refund had to take place through Priceline. They said that if Priceline would cancel my ticket and submit a refund request to the "refund queue" that a refund would be issued to me.

This is my second time contacting Priceline for assistance. My friends who booked tickets through Orbitz have been taken care of and now have new, reissued tickets on other carriers. As I sit waiting for Priceline to help me, I'm watching the price of new tickets to Mexico go up and up and wondering what will happen when Priceline finally decides to do something about my ticket. I find this simply unacceptable.

If Priceline still refuses to help me after this second attempt to resolve this issue, I will be filing a letter of complaint with the Better Business Bureau and contacting other consumer groups to let them know how badly Priceline treats their customers.

posted 4 years, 10 months ago
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