Passenger says Priceline promised first-class tickets but only delivered coach

Jul 5, 2022, 7:36 PM | Updated: 8:13 pm

CLEARFIELD, Utah — When you pay for a first-class ticket, you’d expect a first-class seat. So, what can you do when a third-party booking site sticks you into an economy class seat for the same price instead of the first-class ticket you bought?

It happened to Jason Andres who decided to take his twins “down under” as a high school graduation gift.

“We are headed to Australia,” Andres said.

What an adventure! Kangaroos, crocodiles, koalas, and as an added treat, he decided the family should travel there in style.

“Priceline was running a special where the longest flight would be first class for just a little bit more,” Andres said.

But months after booking the deal, he went online to check the seat assignment. Not only are they not the first-class tickets he said he bought, but they are sitting in the very back of the plane — adjacent to the bathroom. And his assigned seats do not even recline for the 14-hour leg.

Andres protested to Priceline, but he got nowhere.

“They came back and said, ‘I’m sorry there’s nothing we can do.’”

With that, Andres decided it was time to call the KSL Investigators to see if there was anything we could do.

So, this time, I reached out to Priceline on his behalf. A spokesperson blamed “tech-glitch,” saying that even though their website indicated he was booking first class, he “actually booked, and was only charged, for an economy fare.” Priceline said they “tried to upgrade him at Priceline’s expense” but “there was not availability.”

“It’s just a complete bait and switch,” Andres remarked.

So, he and his family took off for Australia in the back of the plane. But after our calls, he said they arrived “down under” to some welcome news: Priceline is refunding them $3,000.

By law, a company must honor an advertised price. But the U.S. Department of Transportation rules do make exceptions for airlines or ticket sellers that can demonstrate that the fare was a mistaken fare.

KSL 5 TV Live

Top Stories

KSL Investigates

FILE: Back-to-school shopping (Photo by Justin Sullivan/Getty Images)...
Matt Gephardt & Sloan Schrage

Gephardt Busts Inflation: Saving $ on back-to-school supplies with inflation

With inflation running amok this year, parents are tackling big price hikes on top of the stress. Fortunately, there are ways they can still save money.
1 day ago
Matt Gephardt & Sloan Schrage, KSL TV

KSL Investigators help bank customer regain access to his money after fraud incident

KSL Investigators help a fraud victim gain access to his bank account after nearly a year of being locked out.
4 days ago
Matt Gephardt & Sloan Schrage, KSL TV

What are the rules for airline travel credits?

After canceling a beach vacation to Hawaii, a Utah woman believes she has $1,400 in flight credits. Ongoing flight cancellations have plagued the summer travel season, and a lot of travelers are being made whole with flight credits rather than refunds.
5 days ago
FILE PHOTO - Shown are a smartphone and computer....
Matt Gephardt

Can a company pull the rebate runaround?

When a West Valley City woman took up Verizon on a rebate offer to upgrade but could not get the rebate, she contacted the KSL Investigators for help.
11 days ago
Daniella Rivera

KSL Investigates: How is Utah’s new self-defense law impacting justice?

Is a new Utah self-defense law improving our justice system or leading to unintended consequences? The KSL Investigators analyzed a full year of cases.
12 days ago
Matt Gephardt & Sloan Schrage

Utah home sellers drop asking prices as market slows from a frenzied pace

For years, Utah has been one of the nation's hottest real estate markets, but now it appears to be cooling as sellers are slashing prices.
12 days ago

Sponsored Articles

tips how to quit smoking...

7 Tips How to Quit Smoking | Quitting Smoking Might be One of the Hardest Things You Ever Do but Here’s Where You Can Start

Quitting smoking cigarettes can be incredibly difficult. Here are 7 tips how to quit smoking to help you on your quitting journey.
Photo: Storyblocks...
Blue Stakes of Utah 811

Blue Stakes of Utah 811: 5 Reasons To Call 811 Before You Dig When Working in Your Yard

Call before you dig. Even at home, you could end up with serious injuries or broken utilities just because you didn't call Blue Stakes of Utah 811.
Days of...
Days of '47 Rodeo

TRIVIA: How well do you know your rodeo? Take this quiz before you go to the Days of ’47!

The Utah Days of ’47 Rodeo presented by Zions Bank is a one-of-a-kind Gold Medal Rodeo being held July 20-23, 25 at 7:30 PM. The Days of ’47 Rodeo How well do you know your rodeo trivia? Take the quiz to test your know-all before heading out to the Days of ’47 Rodeo at the […]
cyber security through multi factor authentication setup...
Les Olson IT

How multi factor authentication setup helps companies stay safe

Multi factor authentication (MFA) setup is an important security measure that every company should implement for their workers. It’s also wise to install it for your personal and home accounts.
Lighting Design

Check out these stunning lamps with stained glass shades

Lamps with stained glass shades are statement pieces that are more than simply aesthetic. They also meet a functional requirement: to light up a room.
Address Bar of internet browser shows internet access...

Utah voters 50+ support increased access to Internet

The AARP surveyed Utah voters aged 50 plus about internet access and if they support the expansion of broadband, especially in rural areas currently lacking it.
Passenger says Priceline promised first-class tickets but only delivered coach