To whom it may concern:******On ******* I had one of the worst and most hurtful experie...

GetHuman1367697's customer service issue with Priceline from October 2018

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The issue in GetHuman1367697's own words
To whom it may concern:******On ******* I had one of the worst and most hurtful experiences of my life. My honeymoon was ruined due to allegedly being a few minutes late for our departure. Our flight was scheduled to leave at **:** pm on ******* in Newark, NJ airport flying with the airline Emirates arriving in Athens, Greece. We arrived at the check counter at **:** pm with Emirates and there was a black woman and Hispanic woman working at the counter. The Hispanic lady asked us what we needed, and I replied “We are here to check in for our flight to Athens, Greece. “ The Hispanic woman replied back “Oh you guys are late and we just stopped checking people in for this flight.” My heart fell in my stomach and I hoped she was joking but I realized that she was serious. I looked at my phone to check the time and I saw it was **:** so I questioned why they stopped check in because the flight hasn’t left yet. The black woman stepped in and stated that we just missed check in time and there was nothing they could do because they already started loading the luggage on the plane. I then began to cry and explained that this was our honeymoon and if we are late we must only a few minutes late and it could be due to our previous flight having a delay on the runway due to traffic on the runway. I then begged if I could please speak with a manager and the Hispanic woman stated she is trying to contact him but is having a hard time reaching him but he probably won’t do anything because he doesn’t like to be bothered. The black woman then tried calling the manager on her walkie talkie also. Soon the Hispanic woman got in contact with the manager and she stated the manager said that we arrived late and that they know better than to contact him about late passengers and he would not allow us to board. I then began to cry more and begged if I could please speak with him because the plane has not left yet and we were only a few minutes late. The Hispanic lady stated I could speak to him at around **:** am and turned her head to the black woman and laughed. The black woman stepped in and stated that she would put in notes that we were not a no call no show so we could possibly catch the next flight. While still crying I told her that I needed to catch this flight so I wouldn’t miss my other connection flights and that if I waited until **:** am to speak to the manager I would really miss my flight. The black woman then replied that this was the best she could do and the manger does not want to talk to me right now. My husband then grabbed our luggage and asked that I please stop crying and he would call to see if he could speak to someone with Emirates in an attempt to get us on this flight. After speaking with the representative with Emirates he was informed that they were unable to help us but we could catch the next flight which was the next day at the same time and the cost would be an additional $****. My husband informed the representative that he could not afford to pay $**** and asked why he had to pay anything and the rep stated that we had to pay a no-show fee and a change flight fee and other fees that total $****. I then tried calling and was told that I needed to contact Priceline and that they did not see any notes about us not being no show passengers. I next called Priceline and they quoted a similar price and when I questioned them about the high price they stated it was due to the fees that Emirates charge and that I needed to contact Emirates about the high cost. I went back and forth with Priceline and Emirates for hours with each party telling me two different things and blaming the high price on each other. While distraught and exhausted I spoke with Jitendra who stated that he all of a sudden saw some notes that stated we were not no call passengers, so they might wave that fee and it should be around $**** to catch the next flight but I will have to call Priceline. I questioned why we had to pay anything because we arrived before our flight departure and should not have to pay anything. He then stated it was up to Priceline and I needed to call them. I then called Priceline back again for maybe the *th time and spoke with Lizzy and she stated that the cost would be $**** to catch the next flight and the rate was due Emirates rules on missed flight. I tried and tried to explain that we did not miss our flight and was at the check in counter at **:** pm and our flight departure was not until **:** pm. Lizzy insisted that according to notes we missed our flight and it was at Emirates discretion to wave any fees and Emirates refuse to. At this point it was after *:** am and I had no more strength to keep trying to explain my situation or to make another phone call. We refuse to pay any additional cost and could not afford to pay any additional cost for something out of our control. During this horrific experience I have never encountered so many compassionless, heartless, mean, and merciless people in my life! Everyone I spoke with was only concerned with getting more money out of us instead of trying to help us and the most despicable thing was the Hispanic woman at the check in counter laughing at me crying. Not only was my honeymoon ruined but I felt mortified, demoralized and humiliated by everyone I encountered with Priceline and Emirates. If this is how Priceline and Emirates treat their customers, then both businesses should be shut down immediately because I know no one in the world would want to be treated the way me and my husband was treated!****Humiliated customer,**Robin O’Connor
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Priceline

Customer service issue
Reported by GetHuman1367697
Oct 18th, 2018 - a mon ago
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GetHuman1367697 started working on this issue
Oct 18th 3:43am