Lisa sent a message to Darren R. Huston President and Chief Executive Officer of The Priceline Group Email Address that said:
Good Morning,
I would like to express my disappointment from your unsatisfactory level of service. I expected much more from a prestigious company of your standard. Unfortunately, I canât help but submit this letter of complaint hoping for a fast and adequate resolution.
I recently booked two airline tickets and later discovered that the tickets where listed cheaper within your Priceline guarantee the time window.â Only to be asked to enter my booking information by an automotive system and placed on hold. This occurred several different times that day. Unfortunately, I was not able to get through to a representative. This was mind boggling to me because I was never given the option to speak to someone personally. This went on for more than an hour. I am a teacher and a spouse of a veteran and I was unable to hold and continue this process. After some time I was able to reach someone the following day. Only to be informed that I did not meet the criteria for the guarantee because I had missed the âtime window.
I careful considered the situation and decided to reach a representative. A several attempts I finally spoke with someone who of course informed me that they could not assist me. In addition I discovered that this was just a call center in another country. This representative did have any contact information she could give me other than a website. In fact when she was asked the name of general manager of Pricelines she had no clue. She had no real knowledge about Priceline period other than to say, We canât help you, and you have to go to a website. This is very frustrating and should be embarrassing for your company. I would hope that if you are going to outsource to other companies. It should be basic required that they at least know your name. After all you are the General Manager and this information can easily be looked up.
I hope you agree with me that this is not acceptable under any circumstances. I trust that you will deal with this issue in a top urgent fashion. I also trust that you will take the necessary precautions to prevent such incidents in the future. I look forward to hearing from you.
Sincerely,
Ms.Lisa
