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Priceline

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The idea of Priceline is appealing. It presents itself as auctioning off unsold seats, beds, etc. But the reality can sometimes be quite a bit different, as the complaints below illustrate. You may be able to get better arrangements for the same price by planning ahead and shopping around. Priceline tends to book travelers on flights that leave at odd times and that require multiple connections.

Other things to be aware of:

• There is little customer service when you are a Priceline traveler. If your plans go awry, it's not likely a quick call to an 800 number will help.
• The airline will not help you and will absolutely not let you exchange your ticket. You don't own the ticket, Priceline does. Even if the airline wants to be helpful, there's not much it can do.
• Priceline fees and surcharges are sometimes higher than those charged by travel agents and airlines, so you may end up paying more even if the ticket price is lower than you might find somewhere else.

Also, remember that Priceline's "secret" is that while the customer specifies what price he is willing to pay, he must commit to pay that price. There's no backing on once the other party accepts the offer. It's important to understand this upfront and to do your price shopping before you enter a bid on Priceline.

We have tested Priceline and found it to be a good way to get cheap airline tickets with just a few days notice. But if you have plenty of time to shop around and live near a major airport, you can probably do better by using Orbitz, Travelocity or a local travel agent.

Amongst all the complaints, we've heard from some Priceline defenders, and a Priceline employee.

Just be sure that what they're selling is what you want to buy -- and be sure you're not paying too much for it. Remember, nothing is free.

A few of the most recent complaints:

Alana of Clarkston, WA November 12, 2009

A friend of mine has cancer and is having to travel back and forth from Spokane, WA to Rochester, MN to the Mayo Clinic for treatment.

She purchased tickets through Priceline.com and accidently purchased 2 sets of tickets for the same destination at the same time. She emailed customer service as instructed and asked that they cancel one of the reservations. She never heard back from them so we called customer service and after 15 minutes of choosing this option and that, wecfinally were able to talk to a representative. After being placed on hold for several minutes was told that they would not cancel the reservation. Their site leads you to believe that if the tickets are purchased the regular way and not bid on that they can be cancelled or changed. They said they could exchange them for future travel but she it will cost her almost 1000.00 for tickets she purchased for 600.00.

I went on the web and found complaint after complaint stating the same scenario! Is there any recourse or way to get help for her? She can barley afford the trips as it is and then to have them rip people off this way is just wrong!

Carol of Portland, OR November 11, 2009

On 11/10/09, Priceline posted upon its website one way fares & return flights, from PDX to LAX and back, for 180 each way. I selected the flights & completed all steps, receiving a confirmation #. At the end of this transaction, a message window popped up stating (paraphrasing) "We're sorry, but we're unable to confirm your selected flights. Please start again." Surprising, since during seat selection there were plenty of seats remaining. I again went through the entire process, again (flights were slightly changed but 180 fare remained), again receiving a confirmation #, and then the same message that Priceline was unable to complete my transaction, asking that I start over, (for the second time)much to my frustration.

When I started again for the third time, to book the flights, the fares had increased from 180. to 245. I was, needless to say, stunned. All of this took place in the space of 30 minutes and, again, when selecting seats there was no idication that these flights were anywhere near being full.

The response I got from all three "800" or "877" nmbers was a continuous loop of numbers to press that were not only misleading, & did not allow assistance access, but led one into a continuous loop of listening to ads while waiting for the next "press one" which led nowhere, with no live person access (which in the past has been available). Extremely poor customer service.

I've had positive experiences with Priceline, but was extremely dismayed at the time-wasting abuse of its customers, that I experienced last night. I will not book with them again.

Sonny of Pensacola, FL November 10, 2009

I bought return ticket from Pensacola to Melbourne, Australia. Upon arriving there, I discovered I had booked my ticket for longer then I need to so I called Priceline to see if I can either change my return date and come home early or make changes to the ticket so I can stop over in another country (Fiji) and then come home. All I had was the same old routine someone who really does not speak english much. I emailed them but still no help. I was told I can change the ticket...I could not do it online so I called again to no help at all. I went to a local travel agent (in Australia) with my sister to see if they can help me. I was told to call Qantas Airline. I did call them but I was told by Qantas that they can not change my ticket, it has to be done by Priceline. I called again (priceline)still no help from priceline. So I ended up stuck in Australia for 2 months.

Kathleen of Portland, ME November 1, 2009

reserved a rental car through priceline.com with my debit card on line. Lost internet connection as transaction was completing. Called to cancel within one minute and was told no refunds. They have taken 282.44 from my checking account and will not give it back. I never picked up car wanted my funds put back into my checking account. I am elderly, disabled and this was 50% of my monthly income and need this money. I was going to see my sister who is sick. How can they do this????? If I had taken their car without paying for it I would be chjarged with "THEFT OF SERVICES". What is it called when it is reversed - it has to be illegal. The name of the rental car company that they made the reservation with is Avis at Portland Maine Jetport, in Portland, Maine, no telephone number provided. I talked to about 6 different people and got "the run around".

steve of milltown, NJ October 21, 2009

Purchased 4 tickets and insurance online then called and said I had hit the wrong button need to change my departure time. They said they couldn't change it so they would cancel my tickets and I could re-book. They said they would refund eveything but insuurance now its less then 5 minutes and i'm out 64.00 for 4 tickets. They said i didn't read the small print and refused to give me any type of credit so I would re-book. Well you just lost another customer. Never again hope you go out of business

H. of Collierville, TN October 13, 2009

After exhausting all searches on line for a great price on hotel rooms in Orlando, I decided to give Priceline.Com a try. Buyer beware...from now on I will read any comments about a company that starts their website with the no refund, no exchange policy. I went to their website just like I had done with Hotel.Com, Expedia, ect. I was looking for a deal and unfortunately, received a dud! They are not honest because you have to give your credit card information before you are given a choice of location or hotels. If I wanted to stay 10 miles away from my destination, I would have done that on my own with less hastle. I am stuck with a 4 star hotel 10 miles from where I need to be with no transportation to and from the airport. Also...have to pay 12 a day to park at the Renaissance Hotel. Not to mention, I now have to purchase car rental for at least 33 per day to drive back and forth to where I need to be for 5 days. Don't use Priceline unless you have money to burn and you don't mind getting a room 10 to 20 miles from where you need to be! I am appauld that such a business exists and that they get away with the way ther rip people off. Priceline I will never even look at your website again and I will post this wherever...facebook, Myspace, blog...etc. to warn people about you! YOU SUCK and you are thieves! William Shatner...shame on you for representing such a scam!

Colleen of Oroville, CA October 12, 2009

I received a charge on my credit card from Priceline.com I have never had any dealins with Priceline.com. When I called the 1-800-number listed, I couldn't get past the automated system. I did plan a trip for November, a family vacation, however, I made the arrangements through the hotel. At no time was I aware that I was dealing with Priceline. I was not given any choices, to bid for deals, or anything. There was nothing to indicate that I was going to be charged an additional 25.00. Now I can't get ahold of anyone to give them the chance to make it right.

Patti of Marlboro, MA October 11, 2009

My mother-in-law had to change her reservations due to a family emergency and was told that it would cost her an additional100.00 which she agreed to pay. They never changed her original schedule but re booked her another flight which ended up costing her 369.00 one way. She paid less than that for her round trip ticket and never got any credit from her original return flight home.

When I called to complain they said there was nothing that they could do to help me. I called the airlines direct and they apoligized and said that happens all the time with price line. When I spkoe to price line I didn't understand what he was saying either!!! It sounded to me that the extra cost would be 100.00 but on the other hand he kept saying no,the additional cost would be 369.00. I am in accounting and his math and mine were very different, his lack of english was really a problem and if I knew i was paying that amount of money I would of looked elsewhere... LIVE AND LEARN IF ENGLISH IS LACKING OR CUSTOMER SERVICE IS LOCATED OUT OF THE COUNTRY BE CAREFUL

sanford of NYC, NY October 7, 2009

We booked a hotel room in July 09 and received confirmation. We further called the Hilton Hotel to reconfirm in September and it was reconfirmed.

Then one week before our trip we were cancelled. They gave us only one option- our money back. Their guarantee states they will get us accommodations equal or better. They didn't. We called we e-mailed into their consumer address. All we received was a thank you but we can't help you.

DOESN'T THEIR OWN GUARANTEE MEAN ANYTHING?

SANJEEV of FT WASHINGTON , MD October 6, 2009

We purchased 5 international tickets to India from Priceline.com with British Airways and got confirmation from both, got ticket numbers and itinerary and 4 days later British Airways cancelled our tickets without our consent. Did not give us compensation for cancelling, no option to travel at differnet time or any legitimate and reasonable explanation.

This is big time fraud and we need help. International travel withkids is not something we can keep changing our plans on. When we called the airline, the supervisor was very rude and said, "I can't give you this ticket." No explanation. I am surprised, US officials let such business happen, and let citizens get mistreated like this.

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