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

KSL Investigates

Homeowner Mark Shea tells KSL’s Matt Gephardt he paid someone to build a deck who abandoned the j...

Matt Gephardt

Get Gephardt: Homeowners ask why authorities can’t shut down an unlicensed contractor

Two Salt Lake County homeowners hired and paid someone to build decks for their homes but say he left the jobs unfinished. Turns out, he’s been cited by the state for not having a contractor’s license before.

3 days ago

Senate President Stuart Adams, R-Layton, and Sen. Curt Bramble, R-Provo, react to a reporter’s qu...

Daniella Rivera and Annie Knox, KSL TV

‘More secrecy’: Utah lawmakers advance bills targeting government transparency

Several bills would chip away at government transparency in Utah, including one proposal that’s a direct response to KSL’s fight for public records. A First Amendment attorney says he’s alarmed.

3 days ago

Matt Gephardt, journalists, looks as paper with a woman...

Matt Gephardt and Cimaron Neugebauer

Get Gephardt: Ticketmaster seizes back purchased seats

Imagine buying tickets to a show, then having the seller refuse to give them to you. That’s what happened to a Utah woman, when she got a refund she didn’t ask for.

4 days ago

Sen. Curt Bramble and members of a Senate committee talk about a bill designed to keep elected offi...

Daniella Rivera and Annie Knox

Should you get to see elected officials’ calendars? These Utah lawmakers say no

The KSL Investigators are days away from going to court to argue for your right to see the Utah Attorney General's work calendar. As we fight for transparency, lawmakers are stepping in to make it so the public doesn't get to see this record of how officials spend their time.

5 days ago

Penny Belgard looks at a photobook with pictures of her son Cody, who was killed by Salt Lake City ...

Daniella Rivera and Annie Knox, KSL TV

Cases on the clock: KSL Investigates lengthy delays in SL County’s police use of force decisions

Months and years tick by as Salt Lake County’s top prosecutor weighs whether he’ll clear or charge officers for using force. The KSL Investigators explore the cost of that wait for officers, families, and public safety.

6 days ago

Pig-butchering is a devastating combination of romance and crypto scams, and it’s taking Utahns f...

Matt Gephardt and Sloan Schrage, KSL TV

Unmasking the fast-moving pig-butchering scam hitting Utah

Pig-butchering is a devastating combination of romance and crypto scams, and it’s taking Utahns for all their worth.

9 days ago

Sponsored Articles

Modern chandelier hanging from a white slanted ceiling with windows in the backgruond...

Lighting Design

Light Up Your Home With These Top Lighting Trends for 2024

Check out the latest lighting design trends for 2024 and tips on how you can incorporate them into your home.

Technician woman fixing hardware of desktop computer. Close up....

PC Laptops

Tips for Hassle-Free Computer Repairs

Experiencing a glitch in your computer can be frustrating, but with these tips you can have your computer repaired without the stress.

Close up of finger on keyboard button with number 11 logo...

PC Laptops

7 Reasons Why You Should Upgrade Your Laptop to Windows 11

Explore the benefits of upgrading to Windows 11 for a smoother, more secure, and feature-packed computing experience.

Stylish room interior with beautiful Christmas tree and decorative fireplace...

Lighting Design

Create a Festive Home with Our Easy-to-Follow Holiday Prep Guide

Get ready for festive celebrations! Discover expert tips to prepare your home for the holidays, creating a warm and welcoming atmosphere for unforgettable moments.

Battery low message on mobile device screen. Internet and technology concept...

PC Laptops

9 Tips to Get More Power Out of Your Laptop Battery

Get more power out of your laptop battery and help it last longer by implementing some of these tips from our guide.

Users display warnings about the use of artificial intelligence (AI), access to malicious software ...

Les Olson

How to Stay Safe from Cybersecurity Threats

Read our tips for reading for how to respond to rising cybersecurity threats in 2023 and beyond to keep yourself and your company safe.

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