UPDATED!!!! Anyone ever able to change priceline airfare

[jayally]

Kind of long.....

I booked priceline tickets late a night by "accident". I had purchased tickets in 2003 and thought there were more options you could select before they purchased your tickets such as red eye and alternate airports but they didn't and I ended up with 3 R/t tickets LAX-MCO. I wish I would have entered an even lower amount but I thought I underbid. OUr flight leaves at 1:45 pm from Los Angeles with a 2 hr layover in Denver. The flight was scheduled to arrive at 11:58am in Orlando. I was not happy with it but nothing I could do. I was checking our flight times and the flight it now arriving at 12:32am. I called priceline to see what I could do as that is now even worse with 2 kids and by the time we get off the plane, get luggage and find a hotel room it will be very late. Priceline agrees United changed the arrival time on them and since they gurantee no flight will arrive later than 12:30am (unless due to mechanical or weather, this is neither) priceline is willing to refund my 3 tickets MINUS a $100 fee per ticket. That would be ridiculous as then I will be out $300 plus I would have to rebook and the tickets are a total $300 more than my bid price. Not very good for budgeting! I would like to change the departure time and there are lots of seats on other flights leaving earlier. I told priceline I would think about it but that is a lot of money. OUr departure from MCO leaves at 8am. I truly think priceline chose the worst flight times they could. I was thinking about calling UA. I did call them after I booked the tickets, along with priceline, within seconds of the flights being purchased but I was told I was out of luck and since it was with priceline they won't get involved. Now the flight has been changed and priceline blames UA. Do you think UA would allow me to change the flight time? I was told by someone that if UA says no and I try at the airport they will say No as I was already told No. Has anyone had luck changing a priceline flight time? Any advice???

 

[Piecey]

I worked for Expedia as a customer service rep and you're almost definitely not going to get anyone at United to help you-- because you booked through Priceline.

However, keep calling Priceline. Make Priceline get on the phone and call United. (This is what i had to do at Expedia.) Make them put you on the phone (three way) and tell them you want a "Rule 240 Unacceptable Schedule Change Refund" due to this change.. but also mention you'd be happy to stick with United as your airline if they would reaccomodate you on flights that WERE acceptable. Keep trying until someone helps you.

I did that 5-10x on a daily basis and almost never had problems. I did, even as an Expedia agent, hang up on airline reps and call back to get a different, more helpful one, though!

 

[jayally]

I will try that but dealing with priceline is a nightmare. It took me a long time to get the CS rep to agree to a refund with $300 charge. I don't know how willing they would be to work with me. I really wanted a non stop flight and know they used to give you that option along with other options they no longer offer. The CS rep I called immediately after they charged my credit card did agree they changed it but nothing could be done. Mastercard and UA both washed their hands of the situation leaving it up to priceline. My only ammunition is the flight arrives 2 minutes after their guaranteed time. Not much but we arrive 34 minutes later than I was orginally told and that made me upset and now it is worse. Any advice how to get cooperation from priceline? Do you think it would be worth it to cancel, take the penalty and sign up for a milage plus credit card so I could get a free flight. I already have some UA frequent flyer points and almost have enough for 1 free flight. Still, $300 is a lot of money.

 

[lvlurker]

I suggest calling Priceline and asking to speak with a Supervisor, citing that the flights being offered are outside their advertised range.

 

[curlyjbs]

I agree. Keep calling and Good Luck!

~Connie

 

[kaytieeldr]

I did that 5-10x on a daily basis and almost never had problems. I did, even as an Expedia agent, hang up on airline reps and call back to get a different, more helpful one, though!

But the difference here is, with Expedia the customer isn't using a "blind" booking site/option. Yes, the OP should keep after Priceline because, as she notes, the flight is scheduled to land outside their guarantee window, and keep pointing THIS out in an effort to have the $100 per ticket fee waived. But what works for Expedia, or Liberty Travel, or Individual Traveler, or even Priceline 'standard' booking engine, may not be successful in this case.

 

[Blondiex46]

I agree I would keep calling Priceline, they have a guarantee and they are not holding up their end of the bargain and they are hoping you will quit calling. I would ask for the policy that says they can charge you 100.00 per ticket and I definately would keep going up the ladder and hope that UA keeps pushing back the times, lo.

 

[Piecey]

But the difference here is, with Expedia the customer isn't using a "blind" booking site/option. Yes, the OP should keep after Priceline because, as she notes, the flight is scheduled to land outside their guarantee window, and keep pointing THIS out in an effort to have the $100 per ticket fee waived. But what works for Expedia, or Liberty Travel, or Individual Traveler, or even Priceline 'standard' booking engine, may not be successful in this case.

Actually, Expedia does have a blind option. They're called Expedia Bargain Fares. They show up randomly, and you don't know what you're buying until you buy it.

But the fact of the matter is Priceline doesn't "own" the ticket, United does. United doesn't want to help because it isn't their problem to them, it's Pricelines. You need to get a Priceline agent to get a United Agent on the phone. Or do it yourself. Rule 240. I got flights rescheduled/refunded for more minor changes than that.

It doesn't hurt to try. Priceline can't do anything because Priceline didn't change the flight, United did. Priceline most likely won't help you because-- Priceline didn't make the change. You've got to get them both on the phone and someone, eventually, should suck it up and help you out.

The $300 they're wanting to keep, I can almost guarantee you, is the United Change fee. We wren't authorized to waive those without calling an agent of the airline and getting THEM to change the actual flights or giving us a code to document in our notes that they told us the fee would be waived for US to change the flights.

I realize Expedia/Priceline aren't the same things but the fact of the matter is--- United owns that ticket and United agents won't talk to you for the same reason they wouldn't talk to someone who booked through Expedia-- It wasn't bought from them. but whenever I would call representing Expedia, they had to talk to me. I actually think we had special numbers to call.

Just give it a try.

 

[Bren's Mom]

The only thing I can add is that sometimes a written letter works better than the phone calls. Write a letter explaining the problem, reference their guarantee about 12:30am, the 204 rule, how many times you've talked to Priceline to get this resolved, etc. Be firm but not crazy sounding! LOL

Address it to:

Mr. Christopher L. Soder
President of North American Travel
Priceline.com Inc.
800 Connecticut Avenue
Norwalk, CT 06854

And be sure to send it certified mail, return receipt requested.

For sure it will get someone's attention who can really help you!!

Here's their regular corporate phone # also.
Phone: 203-299-8000

Keep us posted!!

 

[NancyIL]

I got airline tickets a few times on Priceline in 2001 and 2002, but haven't done it since. You get the flights that no one else wants, in exchange for a lower airfare. I once got the airline (American) to change my flights when a schedule change gave me a longer than 4-hour layover. Good luck!

 

[jayally]

Hello all,

Thanks for the good comments, it gives me hope I can get this changed somehow. I was reading last night all the fare rules and contracts between priceline and the airlines. It does seem the $100 fee is United and they do have some leeway with this. I booked these tickets Jan 31st for Nov 7th 2007 and there were open seats on all flights and there still are. Priceline said United adjusted the times so the flight is arriving even later. I called priceline a few months ago about this and thought I would have no other options except pay $300 or keep the flights and start our vacation in the middle of the night. I was going to give up until I saw another similar posting.

What do you think United will do? I would like to have my tickets refunded to 3 ticket vouchers for travel on united and then rebook right away for the same travel time. There are some non-stop and earlier flights that would be very nice. I would be worried they would put me on another flight with a long layover that arrives in MCO at 11:52pm just to be mean

I will gather my wits and patience and call them tomorrow. I hate dealing with companies that keep you playing the on hold/transfer game and then don't really listen to your concerns. The CS rep that offered to refund them for the fee said my complaint was trivial and not a big deal. I am hoping I took notes and will have to find my papers. I said maybe not to him but he was not the one that is going to be traveling all day with 2 kids. My flight time is 8 hours to get to Disneyworld that should normally take 6 hours.

 

[Piecey]

Don't ask for vouchers-- ask them to rebook you on a satisfactory flight. Vouchers are too tricky. You might end up with worse flights.

They should be able to process a change in your flights, sans the $100pp change fee, due to Rule 240-- Unacceptable Schedule Change.

 

[LeslieG]

Can someone explain in more detail what the Rule 240 is? Thanks.

 

[jayally]

This is the flight I would like if at all possible. It is $353.80, cheaper than the one I am booked on.

United 272 Depart: LAX Nov 7 10:40 AM
Arrive: MCO Nov 7 06:31 PM Non-stop
4h 51m Airbus A319

return flight: United 277 Depart: MCO
Nov 20 07:00 PMArrive: LAX Nov 20 09:09 PM Non-stop
5h 9m Airbus A319


This is the flight on United's wedsite $364.20
United 1168 Airbus A320
depart LAX Nov 7 01:45 PM
arrive DEN Nov 7 05:10 PM
<<< connecting to >>>
United 1592 United For Ted
Airbus A320
depart DEN Nov 7 07:00 PM
arrive MCO Nov 8 12:32 AM Next day

Return flight is the same but it leaves way too early for my vacation!

My priceline itinerary $272.33 each
Departing Flight Information - Wednesday, November 7, 2007
United Airlines Flight 1168
2h 22m, 847 mi Los Angeles Intl (LAX)
Departs: 2:00 PM To Denver Intl (DEN) Arrives: 5:22 PM Airbus A320-100/200
United Airlines (operated by United for Ted ) Flight 1592
3h 27m, 1545 mi Denver Intl (DEN) Departs: 6:30 PM To Orlando Intl (MCO)
Arrives: 11:57 PM

Returning Flight Information - Tuesday, November 20, 2007
United Airlines Flight 295
5h 44m, 2434 mi Orlando Intl (MCO) Departs: 8:00 AM To San Francisco Intl
Arrives: 10:44 AM
United Airlines Flight 1165
1h 19m, 337 mi San Francisco Intl (SFO) Departs: 12:10 PM To Los Angeles
Arrives: 1:29 PM Boeing 737-500 (Jet)

Any advice on what to say to get the non-stop flight with better departure and return times or would that be asking for a miracle? Would they only change the departure flight? Can I have UA rebook on the phone with priceline? How willing do you think priceline will be to call United for me? I have read page after page of horror stories with priceline so it is a bit disconcerting to call them, maybe that is what they want. I have never had any real problems booking priceline. I have stayed in hotels and learned to choose 3-4 star hotels and know I won't get free breakfasts and usually not as nice views or rooms. I also booked a rental car one time without problems. My last airfare purchase was fine and I thought this one would be too. Booking so far out I don't know why they chose the flights they did as there were many other ones that would have been a much better choice in many ways. I want to be as prepared as possible to present my case.

 

[dis-happy]

Okay, worst case scenario is you get stuck keeping the tickets. Is the 12:30am arrival time the time in Orlando? If so, for you and your kids that will only be 9:30 at night west coast time...maybe not ideal, but livable. My family does a ton of coast to coast flying and it usually takes a couple of days to settle in, no matter what time we leave or arrive (although the kids usually adjust first!) Good luck.

 

[jayally]

Okay, worst case scenario is you get stuck keeping the tickets. Is the 12:30am arrival time the time in Orlando? If so, for you and your kids that will only be 9:30 at night west coast time...maybe not ideal, but livable. My family does a ton of coast to coast flying and it usually takes a couple of days to settle in, no matter what time we leave or arrive (although the kids usually adjust first!) Good luck.

Yes, you are right and I have thought about all of that. I've got nothing to lose and it can't hurt to try again but I want to be prepared this time. I also hate getting my hopes up that there is a easy way out of this. They did admit I have a point, albeit a trivial one! Rules are rules and extra good when they help you!

My daughter orginally thought it would be fun to do a red eye and arrive the morning of our trip at the poly and be ready to go! She is 10 and thinks sleeping on the plane will be like a slumber party. Arriving in the middle of the night with nowhere to go and nothing to do is not fun and we will all be cranky. I wanted to arrive early enough to get settled in an airport hotel and unwind before bedtime so we can be ready to check into the poly for the start of our trip. I tool a redeye flight on my honeymoon at the beach club and we were very tired but we were ok after a couple hour nap, luckily they had a room ready early but I don't think it is worth saving the cost of a hotel night to do it again.

I had come to terms with the flight times but when they changed I saw an opening to perhaps get something more reasonable. Paying $300 to change them is not worth it but if I can get it waived due to the arrival time is now outside of their contract I will be an even more happy DISers at WDW!

 

[jayally]

Here is a copy of rule 240. I am not sure how I can apply it to my situation.

United Airlines

SCHEDULE IRREGULARITY Schedule Irregularity means any of the following irregularities occurring on the date of departure: Delay in scheduled departure or arrival of a United Airlines flight resulting in a misconnection, or Flight cancellation, omission of a schedule stop, or any other delay or interruption in the scheduled operation of a United Airlines flight, or Substitution of equipment of a different class of service, or Schedule changes which require rerouting of the passenger at departure time because prior notice of such schedule change had not been given such passenger prior to the passenger’s arriving at the airport for check-in on the original flight.

When a passenger will be delayed because of a schedule irregularity involving a United Airlines flight, which for the purposes of this rule … flights exceeding 2 hours … United Airlines will transport the passenger without stopover on its next flight on which space is available in the same class of service as the passenger’s original outbound flight at no additional cost to the passenger. If United Airlines is unable to provide onward transportation acceptable to the passenger, United Airlines, with the concurrence of the passenger, will arrange for the transportation on another carrier or combination of carriers with whom United Airlines has agreements for such transportation. The passenger will be transported without stopover on its (their) next flight(s), in the same class of service as the passenger’s original outbound flight at no additional cost to the passenger. If space is only available and used on a United flight(s) of a lower class of service acceptable to the passenger, United Airlines will provide a refund of the difference in fares pursuant to Rule 260 (Refunds-Involuntary). If United Airlines is unable to arrange alternate air transportation acceptable to the passenger, United Airlines shall refund the flight coupon(s) for the unflown portion(s) in accordance with Rule 260 (Refunds-Involuntary).

FORCE MAJEURE EVENT As used in this rule "Force Majeure Event" means: Any condition beyond United Airlines’ control (including, but without limitation, meteorological conditions, acts of God, riots, civil commotion, embargoes, wars, hostilities, disturbances, or unsettled international conditions), actual, threatened or reported or because of any delay, demand, circumstances or requirement due, directly or indirectly, to such condition; or Any strike, work stoppage, slowdown, lockout or any other labor-related dispute involving or affecting United Airlines’ service, or Any government regulation, demand, or requirement; or Any shortage or labor, fuel, or facilities of United Airlines or others; or Any fact not reasonably foreseen, anticipated, or predicted. United Airlines may, in the event of a Force Majeure Event, without notice, cancel, terminate, divert, postpone, or delay any flight or the right of carriage or reservation of traffic accommodations and determine if any departure or landing should be made, without any liability except to refund in accordance with Rule 260 (Refunds-Involuntary) any unused portion of the ticket.

AMENITIES / SERVICE FOR DELAYED PASSENGERS Lodging: The passenger will be provided one night’s lodging, or a maximum allowance for one night’s lodging as established by each location, when a United Airlines flight on which the passenger is being transported is diverted to an unscheduled point and the delay at such point is expected to exceed 4 hours during the period 10:00 p.m. to 6:00 a.m. Exception: Hotel accommodations will not be furnished: To a passenger whose trip is interrupted at a city which is his/her origin point, stopover point, connecting point, or permanent domicile or a few listed exceptions when the carrier is diverted to a nearby airport.

Here is a good resource for other airline rules

http://www.mytravelrights.com/travellaw.cfm?ai=3

 

[msmayor]

I think that rule specifically applies only on the day of travel, not when you have sufficient notice of the changes.

I do not think you can apply this rule here.

 

[DianeV]

I would simply state that you bid knowing you were going to accept what they gave you which you did. You dont accept it being changed already and that you wont and shouldnt have to accept if they continue to change it in the future. Even regular customers who get their times changed by the airline are able to have them rebook it for a different time so this shouldnt be any different. You bid, you accepted what you got, period. Not additional changes no matter if it is 'acceptable' according to what priceline seems to think. That is what I would reinforce, that they wont let YOU make changes whenever you want to on the ticket so why should the airline be able to?

 

[faindrops27]

Hi OP, I am sorry for your travel woes. But, I see something wierd. With the flight times. It arrives in Denver, @ 7:05p.m. But leaves Denver at 7p.m. Oh, ok nevermind. West cost, east coast time. So you have a 3 hour layover in Denver then. This really does suck. No advice, as to what you can do. But, just happy disney wishes for you, and your family.