Michael M.

The following is a chat session with the Priceline representative. I tried calling but it took too long. Plus, by chatting I could document the interaction.

I setup a trip to go to Germany but had to cancel due to my wife's treatments of her Stage 4 Metastatic Breast Cancer that has spread to her bones.

Info at 11:56, Aug 12:
Welcome to Priceline!
Info at 11:56, Aug 12:
Connecting you now...
Priceline at 11:56, Aug 12:
We have some quick questions for you and then an agent will take it from there.
Priceline at 11:56, Aug 12:
First, can I get your full name?
Michael Myers at 11:56, Aug 12:
Michael Myers
Priceline at 11:56, Aug 12:
Thanks, Michael. And, what's your email address?
Michael Myers at 11:57, Aug 12:

Priceline at 11:57, Aug 12:
Did you have a question about:
Flights
Hotel
Rental Car
Vacation Package
Something else
Michael Myers at 11:57, Aug 12:
189-237-084-28
Priceline at 11:57, Aug 12:
Sorry could you try that again? Please select one of the below:
Flights
Hotel
Rental Car
Vacation Package
Something else

Michael Myers at 11:57, Aug 12:
Cancel trip

Priceline at 11:57, Aug 12:
I'll transfer you to a live agent.

Info at 11:57, Aug 12:
Please wait while your chat is transferred to the appropriate group.

Info at 11:59, Aug 12:
All agents are currently assisting others. Your estimated wait time is 5 minutes and 0 seconds. Thank you for your patience.

Info at 12:01, Aug 12:
All agents are currently assisting others. Your estimated wait time is 4 minutes and 0 seconds. Thank you for your patience.

Info at 12:03, Aug 12:
All agents are currently assisting others. Your estimated wait time is 3 minutes and 0 seconds. Thank you for your patience.

Info at 12:05, Aug 12:
All agents are currently assisting others. Your estimated wait time is 1 minutes and 0 seconds. Thank you for your patience.

Info at 12:07, Aug 12:
Hi! I'm Jane.

Michael Myers at 12:07, Aug 12:
Yes

Michael Myers at 12:07, Aug 12:
Need to cancel my flight

Michael Myers at 12:08, Aug 12:
189-237-######

Michael Myers at 12:08, Aug 12:
Wife has cancer treatments then

Jane at 12:09, Aug 12:
I am sorry to know that you will not be able to use the reservation because of health reasons. I am now locating your reservation so we can review it together. Please allow me a moment to check how I can help.

Jane at 12:10, Aug 12:
I am seeing reservation for Airline and Rental car.

Michael Myers at 12:10, Aug 12:
Yes

Jane at 12:10, Aug 12:
Would you like to cancel both reservation?

Michael Myers at 12:10, Aug 12:
Yes

Michael Myers at 12:13, Aug 12:
You still there

Jane at 12:13, Aug 12:
Thank you for confirming. One moment, please?

Michael Myers at 12:15, Aug 12:
She was diagnosed with stage 4 metastatic breast cancer that has spread to her bones. I have proof if need be.

Jane at 12:16, Aug 12:
I am sorry to know that you will not be able to use the reservation because of health reasons.

Jane at 12:17, Aug 12:
A refund of 494.54 USD will be issued for your airline tickets, which equates to a refund of your original purchase price minus a cancellation penalty of 200.00 USD. The following fees are non-refundable- Insurance-52.65 USD Processing Fee-7.45 USD.

Michael Myers at 12:19, Aug 12:
Thank you. I have filed the claim for the fees. But why are you charging me a 200 fee? Do you always charge for unforeseen medical issues?

Michael Myers at 12:20, Aug 12:
It's almost as if Priceline and BA are profiting off my wife's cancer.

Jane at 12:20, Aug 12:
There is an airline-imposed $200 cancellation fee (per ticket) to cancel the airline reservation(s).

Michael Myers at 12:21, Aug 12:
Yes you told me that. But why are you charging me the 200 fee? Are you saying British Airways is profiting off my wife's cancer?

Jane at 12:23, Aug 12:
Airlines, in most instances, do not allow cancellation or if they do it's for the same fee or greater. In most cases they require you to exchange, pay the fee and any additional increase in fare. Our policy allows a cancellation, which gives you the flexibility to book a completely different airline if they so desire.

Michael Myers at 12:25, Aug 12:
You still did not answer my question. Are you saying that BA has a policy, and no deviations, about charging a fee for my wife's cancer?

Michael Myers at 12:25, Aug 12:
I just want to understand.

Jane at 12:26, Aug 12:
Actually your reservation is non-refundable but it cases like medical reason we are able to cancel but there is a cancellation fee.

Michael Myers at 12:28, Aug 12:
So, you are saying that you are charging me a fee, thus profiting, off my wife's stage 4 cancer?

Michael Myers at 12:29, Aug 12:
Just want to make sure I have this right. Who is the party that will actually get the fee? BA, Priceline or noth?

Michael Myers at 12:29, Aug 12:
Both. Sorry

Jane at 12:29, Aug 12:
I understand that you want a full refund but the we can cancel the reservation but there is a charge because we are only following the policy.

Michael Myers at 12:30, Aug 12:
It seems kind of morbid to profit off someone else lifelong disease and medical conditions... do you agree?

Jane at 12:30, Aug 12:
Would you like me to cancel the reservation or not?

Michael Myers at 12:31, Aug 12:
Yes

Michael Myers at 12:31, Aug 12:
Just want to make sure I have all this documented.

Info at 12:31, Aug 12:
The chat transcript will be sent to: at the end of your chat.

Michael Myers at 12:32, Aug 12:
So how will the fee for my wife's cancer be applied? Just deducted from the reimbursement?

Michael Myers at 12:33, Aug 12:
Just need to know, so that I have the right info for the insurance I also paid for.

Jane at 12:34, Aug 12:
If you want to file a claim for any fees. Please contact For coverage questions, contact the insurance plan administrator, Allianz Global Assistance. They're available 24/7 at *******105, or email at *******@allianzassistance.com.

Michael Myers at 12:35, Aug 12:
Yes I already have.

Michael Myers at 12:36, Aug 12:
Still doesn't explain why the fee was applied in the first place. Would you like to see the official diagnosis of my wife as proof that I am not lying?

Michael Myers at 12:37, Aug 12:
Was the trip canceled?

Michael Myers at 12:38, Aug 12:
Hello

Jane at 12:39, Aug 12:
Actually your reservation is non-refundable but in cases like medical reason we are able to cancel but there is a cancellation fee. Cancellation fee of $200.

Jane at 12:39, Aug 12:
Reservation is still active.

Michael Myers at 12:39, Aug 12:
I thought you were canceling the reservation.

Michael Myers at 12:40, Aug 12:
I mean, I did say cancel it.

Jane at 12:40, Aug 12:
Okay, I will cancel it.

Michael Myers at 12:41, Aug 12:
Thank you. Is that all you need from me?

Jane at 12:41, Aug 12:
We processed a refund of 494.54 USD. Priceline processes refunds within 1 business day and then your bank will issue the credit back to your account. Since everything looks fine on our side, I suggest you contact your bank for a status update.

Michael Myers at 12:42, Aug 12:
Thank you. This has been very Informative as to how Priceline and British Airways charges.

Jane at 12:42, Aug 12:

I know this isn't the resolution you wanted. We appreciate your time in contacting us on this matter. I'd like to thank you for chatting with us today.

Info at 12:42, Aug 12:
Thank you for chatting with us.