Something is wrong with my ticket from London to Minsk

Svetlana Belaia-Martiniouk bought airline tickets from Priceline, and while the price was right, the ticket was wrong. As a result, she had to shell out money to continue her journey to visit a sick aunt in Minsk. Can our advocates help Priceline make good on the error?

Question: I recently purchased a ticket on Priceline from Toronto to Minsk through London, with a direct Minsk-Toronto return. When I arrived in London, an airline representative said that Priceline had made an error and that my ticket was not properly attached to the reservation and was invalid. To make matters worse, at that time I found out that my aunt had passed away and that I would be going to Minsk for a funeral.

I attempted to call Priceline from London to resolve the issue, but customer service was not available, so I was forced to pay $668 for a new ticket from London to Minsk or risk missing the funeral.

I called Priceline from Minsk several times and spent more than 15 hours because I was told that my ticket from from Minsk to Toronto was also issued incorrectly. After five days of calling Priceline, they finally issued me a new ticket, Minsk-Frankfurt-Toronto, but arriving home on a different day.

To make matters worse, because of the schedule change, my husband was unable to drive to Toronto from Cleveland to pick me up, so I had to pay another $68 for a bus ticket home.

When I returned home, I called Priceline immediately. They told me I had to contact Air Canada for a refund. I wrote Air Canada a letter and attached the incorrect ticket from the airline computer, as well as the new ticket, and asked about a refund. Their response was an offer of only a 30 percent discount on my future flights with Air Canada.

Could you please help me with this issue because I don’t know what to do to recover my loss. Thank you very much. — Svetlana Belaia-Martiniouk, North Olmsted, Ohio

Answer: It’s tempting to use a low-priced travel discounter like Priceline to book your travel. The danger of a “Name Your Own Price” program is that you have no control over the airline the company will use to get you on your way. In this case, Priceline’s travel provider, Air Canada, used three different airlines to get you to Minsk and back — itself and partner airlines Austrian Airlines and Lufthansa.

As Priceline’s terms and conditions state:

Some airlines enter into “code share” agreements with a limited number of select airline partners. This means that on certain routes, the airline carrier selling or marketing the flight does not fly its own aircraft to that destination. Instead, it contracts with a partner airline to fly to that destination. The partner airline is listed as “operated by.” In most cases you will check in with your “operating” carrier, you should verify your flight check-in location with your ticketing carrier. If your flight is a code share, it will be disclosed to you in the booking process and prior to your payment on a price disclosed, retail airline ticket. If your Name Your Own Price itinerary contains a code share, it will be disclosed to you if your offer is accepted, along with other itinerary information.

For an unexplained reason, there was a discrepancy with your ticket from London to Minsk, and Austrian Airlines gave you no choice but to pony up $668 to get you on your way.

Priceline was not there to back you up since it had indirectly partnered with Austrian. When you attempted to resolve the issue, Priceline claimed it was blameless and said that you had to contact Austrian’s partner, Air Canada, for a refund. Unfortunately, Air Canada was less than generous, most likely not standing behind an itinerary that you could have booked from them directly.

You could have gone to our Priceline executive contacts to resolve your dispute.

Instead, you reached out to our advocates, who contacted Priceline on your behalf. Shortly thereafter, you received a refund of your airfare plus your bus fare home. We’re sorry for your loss, but relieved that you were satisfied with the outcome of your case.

Share this story
Share on Twitter Share on LinkedIn Share on Facebook

Underwritten by

This site is underwritten by Cavalry Travel Insurance

Cavalry takes the worry of out travel by providing 24/7 access to medical and security professionals combined with the best medical evacuation and security extraction services. Cavalry gets you home safely when you need it most. Learn more at Cavalrytravelinsurance.com.

This site is underwritten by Sodexo North America

Sodexo North America Sodexo North America is part of a global, Fortune 500 company with a presence in 80 countries. Sodexo is a leading provider of integrated food, facilities management and other services that enhance organizational performance, contribute to local communities and improve quality of life for millions of customers in corporate, education, healthcare, senior living, sports and leisure, government and other environments daily. Learn more at Sodexoinsights.com.

This site is underwritten by Travelex Insurance Services

Travelex Insurance Services is a leading travel insurance provider in the United States with over 55 years combined industry expertise of helping people dream, explore and travel with confidence. We offer comprehensive travel insurance plans with optional upgrades allowing travelers to customize the plans to fit their needs. Compare plans, get a quote and buy online at Travelexinsurance.com.

This site is underwritten by AirHelp

AirHelp is the world’s leading flight delays compensation company, helping passengers apply for compensation following a delayed or canceled flight or when boarding has been denied. It is AirHelp’s mission to fight for passenger rights by holding airlines accountable for flights disruptions that are out of passengers’ control. AirHelp has already helped 5 million people, taking the stress out of applying for compensation and making it as hassle-free as possible for travelers around the world.

This site is underwritten by Allianz Travel Insurance

The Allianz Travel Insurance company has built its reputation on partnering with agents all around the world to provide comprehensive travel insurance for their clients. Contact Allianz Travel Insurance for a comprehensive list of coverage.

This site is underwritten by Chubb

Chubb is the world’s largest publicly traded property and casualty insurance company, and recognized as the premier provider of insurance for successful individuals and families in the U.S. and selected international markets, offering coverage for high-value automobile, homeowners, recreational marine/aviation, valuables and umbrella liability coverage. As an underwriting company, Chubb assesses, assumes and manages risk with insight and discipline, and combines the precision of craftsmanship with decades of experience to conceive, craft and deliver the best insurance coverage and services to individuals, families and business of all size.

This site is underwritten by Enterprise Holdings

A family-owned, world-class portfolio of brands. A global network that spans across more than 85 countries. Some 97,000 dedicated team members sharing common values. And more than 1.9 million vehicles taking our customers wherever they need to go.

This site is underwritten by Fareportal

Fareportal’s portfolio of brands, which include  CheapOair and  OneTravel, are dedicated to helping customers enjoy their trip. Whether you want to call, click, or use one of our travel apps, one thing is clear: We make it easy to take it easy.

This site is underwritten by Insuremyrentalcar.com

An independent provider of low cost CDW/LDW insurance for use with rental cars. Up to $100,000 cover with no deductible. Policies available on a per day, per trip or per year basis. Also works with overseas rentals. Try  Insuremyrentalcar.comnow.

This site is underwritten by InsureMyTrip

It’s simple. InsureMyTrip finds you the right travel insurance plan, every time. InsureMyTrip is the authority on travel insurance. Rated A+ for travel insurance by the Better Business Bureau. All travelers that purchase a policy through  InsureMyTrip have access to Anytime Advocates® for claims assistance.

This site is underwritten by Mediacom Communications

The nation’s fifth-largest cable operator, serving the smaller cities and towns in the Midwest and Southern regions of the United States. We are a high-performance broadband, entertainment, and communications company that brings the power of modern technology and quality customer experience to life inside the connected home by combining ultra-fast gigabit speeds with personalized local and over-the-top entertainment choices that fit your lifestyle. Details at  Mediacomcable.com.

This site is underwritten by SCOTTeVEST

An innovative apparel brand for people who want easy access to everything they need. For those who live for every second, SCOTTeVEST lets you maximize your life. Ditch the carry-on bag and pick up a  SCOTTeVEST.

This site is underwritten by Virtuoso

The leading global network for luxury and experiential travel. This invitation-only organization comprises over 1,000 travel agency locations with 17,500 advisors in over 45 countries, and holds preferred relationships with 1,700 of the world’s finest travel companies. Virtuoso advisors collaborate with their clients to create personalized itineraries featuring exclusive perks, while also providing advice, access, advocacy, and accountability. For more information, visit  Virtuoso.com.

This site is underwritten by VisitorsCoverage

As a company that is constantly striving to simplify travel insurance, VisitorsCoverage, is on a mission to help travelers make the better decisions about purchasing travel insurance, quickly. VisitorsCoverage has helped millions of travelers globally to buy the suitable travel insurance and explore the world with confidence. Get insurance for your next trip at  VisitorsCoverage. Lowest Price Guaranteed.

This site is underwritten by MedjetAssist

Medjet is the premier global air-medical transport, travel security and crisis response membership program for travelers. With a MedjetAssist membership, if you become hospitalized more than 150 miles from home, we will get you from that unfamiliar hospital all the way home to the hospital you trust. All you ever pay is your membership fee. MedjetHorizon members add 24/7 personal security and crisis response benefits. Elliott.org readers enjoy discounted rates. Travel safer with  MedjetAssist.

This site is underwritten by Southwest Airlines

The mission of Southwest Airlines is dedication to the highest quality of Customer Service delivered with a sense of warmth, friendliness, individual pride, and Company Spirit. We are committed to provide our Employees a stable work environment with equal opportunity for learning and personal growth.

This site is underwritten by TravelInsurance.com

TravelInsurance.com makes it fast and easy to compare and buy travel insurance online from top rated providers. Our unbiased comparison engine allows travelers to read reviews, compare pricing and benefits and buy the right policy with a price guarantee, every time. Compare and buy travel insurance now at  TravelInsurance.com.

This site is underwritten by Squaremouth

Squaremouth helps travelers easily and instantly compare travel insurance policies from all major providers. Only companies that meet the strict requirements of Squaremouth’s Zero Complaint Guarantee are available on the website. Compare policies on  Squaremouth.com to save over 70 percent on your next purchase.

This site is underwritten by Travel Leaders Group

Travel Leaders Group is transforming travel through its progressive approach toward each unique travel experience. Travel Leaders Group assists millions of travelers through its leisure, business and network travel operations under a variety of diversified divisions and brands including All Aboard Travel, Andrew Harper Travel, Colletts Travel, Corporate Travel Services, CruCon Cruise Outlet, Cruise Specialists, Nexion, Protravel International, SinglesCruise.com, Travel Leaders Corporate, Travel Leaders Network and Tzell Travel Group, and its merger with ALTOUR. With more than 7,000 agency locations and 52,000 travel advisors, Travel Leaders Group ranks as one of the industry’s largest retail travel agency companies.

This site is underwritten by Travelers United

If you’ve been mistreated by the airlines, Travelers United is your voice in Washington. Join the #1 travel advocacy organization working with Congress to improve and protect travelers. Plus, get $400 of annual benefits you can use for travel for only $29/year. Add your voice to ours. Make travel better.  Join today.