网页图文版：http://wp.me/p3c03E-7D
我实在太无奈了，所以我一定要把这件事情说出来，
我绝对不再去Priceline上订任何的机票或旅馆了。
原本计划明年过年要去美国度假，从六月就开始在找寻机票，
又不敢太早订，所以就从1400一路看到近1500美金，
看着机票一天比一天贵，我有点急了，决定8/15就来订机票。
原本熟悉的国内旅行社说他们还没办法帮我订机票，
所以我只好转往找寻网络上的agent。
刚好8/15那天，只有看到Priceline上有我要的票，
而且票价也在我可以接受的范围中 (US$1498.10)，
还是全程ANA的机票。
订票过程中，完全没有看到 "non-refundable" 这个字，
一直到付款前，也只有一个我必须同意所有他们所订定的条款页面，
包括退票原则 (里面依然没有提到这张票是 non-refundable)。
订完票，只有跳出一个视窗说：如果要退票，需要支付NT$1000的手续费
(我犯的第一个错误：没有把这个画面复制下来)，
他们收款很快，我信用卡刷了马上就向银行请款。
本来因为一些因素，订完票没几天，我可能要取消机票，
所以我有确认过是否可以退票，有看到可退票的icon。
所以到八月二十日左右，我依然确认过是可以退票的。
(我犯的第二个错误：依然没有把这个画面复制下来。)
直到这个月，我因为家里的事，所以心想过年不要出国好了。
所以我决定要退票。
所以我看了我的E-mail里的itinerary和receipt，
没有non-refundable，只有non-transferable，
Priceline在信上说如果我需要变更，需要打电话给他们客服。
他们提供的台湾地区电话：+800 774 23546，打了只是空号，
所以我只好打电话到美国去，
美国地区的客服回答我这是一张non-refundable的票，
我超震惊的，哪里有写到non-refundable，
但客服像是在鬼打墙一样，一直跟我说：I am so sorry......，
还寄了二封信给我，告诉我如果要解决这个问题，我可以找ANA。
在这期间，我不断地跟Priceline的online service & phone service center沟通，
我还告诉他们说，他们网页上/信上写的台湾地区电话根本就不通，
他们叫我在打电话时，800前要 +1 ，我照作了，但更惨，只有像是传真机的声音传来。
我打了很多电话到美国客服，试图知道为什么这张票是non-refundable，
客服只是不断地告诉我他们帮不上忙，也指不出哪里有写non-refundable。
他们连续寄给我很多次，像是这样的信。
我点了连结后，却什么都没发现，叫我找Important Information，我也没看到。
点了fare rules and restrictions后，看到的只有：we're sorry。网页故障了。orz
我也试图打电话到亚太地区的Priceline，他们只告诉我，
香港的Priceline跟美国的是不同一家公司，我只能找美国Priceline。
最后，我重新找寻我的itinerary里，
里面的Make a change里项目有一个Click here，
在那个附件的最下面找到了"This ticket is non-refundable"的字句，
我无言了，请问一下，为什么要把这个字藏在这里，
不是应该在订票过程就应该提供客户这是一张不能退票的机票吗？！
当下的我只觉得被Priceline骗了，
从这里看得出来Priceline是一家非常不诚实的agent。
我当下挫折感好重，而且在找寻解决方案的过程中，
又发现超多Priceline的负评时，
我总算体会到就算是自助行老手如我也会有出错的一天。
在这个过程中，我也试图跟ANA联络，
ANA台湾地区的客服人还算不错，她虽然说这不是ANA的责任，
但如果Priceline愿意跟ANA沟通这件事，他们愿意以个案处理。
重点是：Priceline要主动跟他们联络。
我有告诉Priceline的客服，但Priceline明白地告诉我，
他们不会跟ANA联络，即使我愿意负担退票手续费，他们也不处理。
昨天晚上，我试图写信给ANA，试着跟他们沟通，是否有任何的解决方案：
Dear ANA, the best airline company,
When I started to fly around world,
I heard of many good comments about ANA from my friends
and I hope I will enjoy the ANA service one day.
For my vacation in 2015, I plan to go to USA twice,
one is in Chinese New Year and another is on April
and I want to choose ANA to be the airplane partner.
When I saw you provide the trip of New York on Priceline on August,
I was so happy and booked it quickly.
It’s my first time to book the air trip on Priceline.
While I was booking the trip on Priceline,
I didn’t see any words of “non-refundable” on Priceline website.
On the booking process, NO ANY reminder on website
until I finished the ticket booking.
They showed the policy when I booked the ticket
and mentioned as the following:
Can I change or cancel my tickets?
The ability to change or cancel your airline tickets
is dependent on the type of ticket you purchase.
Name Your Own Price ® reservations and reservations
where the full itinerary is not disclosed prior to purchase
are non-refundable, non-changeable.
All other reservations are generally more flexible.
Cancel and change rules vary by airline and fare purchased.
The airline fares rules associated with your flight can be
reviewed pre-purchase on your contract and post purchase
within the itinerary displayed on our website.
If cancellations are permitted,
a link to cancel may be available within your itinerary
or you can call us to complete the cancellation for you.
If your fare rules allow a change and you are ready to exchange
or cancel your reservation, please click here for additional guidance.”
And the receipt on my email didn’t show this ticket is non-refundable.
This month, my family told me some problems happened
so I have to cancel the trip in Chinese New Year.
So I called Priceline to cancel this ticket
but they said it’s a non-refundable ticket.
I was very shocked.
I didn’t see any words on the receipt or the itinerary.
I spent a lot of time to connect Priceline online
and phone service center to find out the solution
and they just told me I should connect ANA to discuss this issue.
No one of Priceline wants to help me.
They thought it’s not their fault.
And then I connected ANA Taiwan,
your kindly Taiwan employee told me
they have sent complete and clear condition of ticket to Priceline
so I should ask Priceline for this ticket
and she told me she will pass this complaint to ANA USA and ANA Japan.
I checked any detail of my receipt and itinerary,
and finally I found out the “non-refundable”
is showed on the attachment of “Make a change” item.
It’s very unreasonable,
because they SHALL show this word on the booking process,
not on the unclear and unobvious receipt attachment.
Priceline ALWAYS told me they will not change anything,
even I told they I can pay cancel fee for this ticket.
I feel very sad because I even don’t enjoy ANA service yet.
I think the Priceline is not honest
that doesn’t show the word of “non-refundable” on booking page.
Otherwise, I found out a lot of complaints about Priceline
on different websites.
I think it not only hurts Priceline
but also hurts ANA because ANA chose a very bad partner.
I will not believe ANA any more.
I know ANA is trying to add the trips between Japan and Taiwan.
Against other low-cost carriers,
I would like to take ANA more for my business and personal trips.
But so far, I don’t know if ANA is a believable partner for me.
Finally, I still hope I can enjoy ANA service in the future.
If could, please give me a favor to find out
other solution of ticket cancellation. Thank you.
Your member, XXXXXXXXXX.
只是，徒劳无功，因为今天ANA就回信给我说：这是Priceline的责任，他们没办法处理：
DearXXXXXXXXXX,
Thank you for patronage of ANA as an ANA Mileage Club member and
we are in receipt of your email dated September 21th, 2014
regarding refund of your purchased ticket on ANA flight.
First we appreciate your choice of ANA for your travel needs.
At the same time, we regret the circumstances
that prompted you to write to us.
XXXXXXXXXX,
although we sympathize with your cancellation of your journey on this
occasion and the ensuing handling of the issue
that led to your dissatisfaction,
please understand that as your purchase of the ticket was made through
“priceline.com”, and that the refund would follow their policy,
we regretwe can not be of any help this time
but ask you to contact them for any remedy of the situation.
Although our response may be different from your customer expectation,
we thank you for bringing this issue to our attention.
Thank you again for contacting us and we hope to welcome you on another
ANA flight in the near future.
Sincerely yours,
Kagayaki Nomura
ANA SKY WEB
Customer Relations,
CS Promotion
All Nippon Airways Co., LTD.
唉....我的四万五啊！