Troubleshooter: Priceline problem

ABC11 Eyewitness News I-Team Troubleshooter Diane Wilson

December 21, 2009 5:53:36 PM PST
A couple says they were celebrating their second anniversary with a quick getaway, when they hit some roadblocks.Willie Cain and his wife booked some of their getaway to New York City through Priceline.com.

However, they say as soon as they got off their plane, they had problems getting from LaGuardia to their hotel with their pre-paid transportation vouchers they bought through Priceline. They paid $73 for the vouchers.

"When we got to the airport and got to the transportation counter, she told us they didn't service the area," Cain said.

The couple had to pay for a cab to take them to their hotel.

"We called (Priceline) when we got to the hotel and they said they would do an investigation and that would take seven to 10 days," Cain said.

But Priceline's investigation didn't have good news.

"They were very sorry for the inconvenience and that they would not give me a refund," Cain said.

When he couldn't get his money back, he turned to ABC11 Eyewitness News I-Team Troubleshooter Diane Wilson.

ABC11 reached out to Priceline and a rep said that Cain reserved transportation for hotels in Manhattan, but his hotel was located in Long Island City.

The rep added that although the map provided clearly showed that Long Island City is not part of Manhattan, it appeared Cain was still confused regarding his hotel's location and proximity to Manhattan, so Priceline refunded Cain the full price for the transportation.

Cain says he is happy with the refund of the $73.

It is a good lesson for everyone when booking trips online - read all the details of what's being offered. Just because you can buy it, doesn't necessarily mean it would work for you.

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