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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:
B. of Wilmington NC (01/04/09)
When using Priceline, be aware the acceptance is only good on their side. The process takes quite a bit of time because they will need you to say yes numerous times to confirm all of your informtion including the price. In the process of accepting a vacation package from them and after already confirming the cost, the price went up twice during the final conversation. I asked repeatedly to talk to a supervisor. Supposedly you can only speak to one if you have an accepted offer. This is the worst kind of customer service I have ever encountered.
Representatives are taught a few responses to questions such as such as mine, How could the cost go up when I had already accepted the cost? They will repeat the same answers over and over. I did not, thank goodness after reading the numerous complaints on this website, end up using Priceline. I did email their customer service. I received the same email answer to my question twice, once obviously from someone who could not write proper English.
They did put into an email that they did not charge my card. I do dislike, however, that they did get my credit card # in the process.
Johanna of West Columbia SC (12/20/08)
I attended a meeting in Chicago from December 15-19, 2008. Heavy snow cancelled my return flight on Dec. 19. Priceline re-booked the flight four days later telling me there were no seats available earlier. In fact there were seats but Priceline supervisors would not book the flight earlier. I finally did get an earlier departure time from the airline and a waver code to prevent additional charges. Priceline however charged my credit card an additional $200 and refused to use the waver from the airline. The Customer Service at Priceline was horrible, slow and could have cared less. They were informed that additional heavy snow was on the way. One woman said That's not my problem. I wish there were some recourse I could take against Priceline.
I'm a professional musician. I lost hundreds of dollars because priceline would not work with the airline to get a flight for me. I was booked to play holiday gigs and missed them all. (four in all at $500 each). It was bad enough to be delayed by the weather. It was further distressing to be degraded and ignored by Priceline. They refused to work with Airtran to expedite a departure when seats were available. Airtran explained that because the ticket was originally booked with Priceline, they could not re-book my flight. Priceline had to do it. Priceline refused until I fought. They truly could have cared less!!! NEVER NEVER AGAIN....Priceline is the worst! I would love to sue them!!!
Kathleen of Shingletown CA (12/07/08)
I purchased a rental car on priceline.com on 8/20/08 the price was $313.38 for Houston,Tx. The day before I was supposed to fly out hurricane Ike hit Houston therefore I was unable to go. As I was going through my paper work for the insurance for my trip I had discovered I rented the car, I was shocked that I had forgotten the charge on my credit card. With all the stress I have been under with my brother, husband and myself I neglected to call priceline until sometime in Nov. 2008 after I discovered the charge.
I called price line and was told they do not do refunds. We live on a very tight income and this amount on my charge card just makes it harder to pay off and pay our other bills. It has been very hard on me because of the stress. I am unable to see the Dr. about my knee repacement because I have no insurance and can't afford to make any more charges on my charge card. When I talked to the girl at priceline she was rude to me and told me to go on-line and make a complaint to the corporate office I tried but was not very successful getting to the corporate office. That is when I discovered you. I want to thank you for your time
Thomas of Clackamas OR (12/06/08)
Priceline travel service has decided to use an old credit card long gone from my profile . I do not use that card for my travel expenses as I use another card which I receive better travel benefits from . I had to waste two hours of waiting to speak to someone who told me my profile showed the current card I would like to use . However the card statement came today and the priceline have charged my old card again . I travel every month and advocated priceline quite a bit , no more ! You would think they would attempt to solve this considering how much I have spent with them . I will use hotwire exclusively if priceline refuse to help....
Yudish of Brooklyn NY (12/06/08)
Last year, I had bought a couple airline tickets for my wife and I to go to Paris with Priceline. Our departure date was May 22, 2008 and we would arrive back in New York on May 29, 2008. During the early part of May 2008, I got notice from my job that I needed to be in the office and I needed to cancel my vacation to Paris. I called up Priceline and they in turn spoke with Air India (the tickets that we booked was with Air India Airlines). Priceline eventually came to the conclusion that we could get the credit for the tickets as long as we book within a year of our original departure date, which would be May 22, 2009. So, I sent back our paper airlines tickets we received to Priceline under the impression that we would have the credit of our airline tickets.
Fast forward to last week (last week of November 2008) and I tried to book another vacation for my wife and I to go to Paris and found out that Air India no longer flies to Paris, France. I in turn call up Priceline and they told me that I have to book my ticket with Air India. So I then call up Air India again and they tell me that they don't fly to Paris, but I can get the credit of my ticket from Priceline because that is who I paid my money to. Apparently what are India is saying is that since I returned my tickets, Priceline owes me the credit of my airline tickets. I've tried to call up Priceline on many occasions to call and book another vacation, but they keep saying that I have to book with Air India, but Air India no longer goes to Paris. Priceline keeps saying that if I don't book with Air India, then I will lose my money, however Air India is telling me that Priceline has my money and that they are able to book me on another airline carrier if they wanted to.
Priceline has the ability to credit me back my money because it is that company that I paid my money to. If they keep giving me the run around, I will be losing $1400.00. I don't want my money back, I just want to use that money I already paid to Priceline to book another vacation. Fourteen hundred is too much money to waste especially since the economy is doing so poorly. Please help resolve this issue. Thank you.
Sharon of Locust Grove VA (12/04/08)
I booked a roundtrip flight on Delta through Priceline for February 2009 to Tampa, Fl. I recently had to cancel the flight in the beginning of December 2008 and when I tried to call Priceline all I got was an automated voice. After getting very frustrated of not being able to speak with a live person, I called Delta direct and told them I had to cancel my reservation. They informed me there was a 150.00 cancellation fee and the balance of 90.00 would be credited to me towards another flight up until August 31, 2009. I asked them why I was being charged so much for canceling 2 months in advance and they said because I went through Priceline. I can not understand why I am being charged 3/4 of my airline ticket as a cancellation fee with 2 months notice of cancellation.
I finally got through to Priceline that evening and spoke with their so called customer service rep and all she could do was say I'm sorry but that is Delta's rules. I told her that's funny because Delta says the same about them. So who is lying here? She turned me over to customer relations and they proceeded to tell me that they had a 100.00 plus 30.00 cancellation fee. So the bottom line is either way I'm screwed out of my money.
Priceline falsely advertises to their customers and they do not advise the customer up front that they will be charged 3/4 of their fee for cancelling. This is not right and something needs to be done to stop them from abusing their customers. No wonder they can offer cheaper rates when they rip their customers off and could careless. William Shatner should be ashamed of himself for advertising for them and standing behind their name. Unless maybe he is a crook just like them and they are all reaping from others loss. I work hard for my money and I don't appreciate someone stealing it from me for their own greed. I will make a point of letting everyone I know and come in contact with about Priceline.com and they way they do business.
I am $240.00 poorer.
Aaron of Aliquippa PA (11/29/08)
I booked a flight into Ft. Lauderdale, Florida with 6-day stay, and a flight out of TAMPA, Florida. I also booked a rental car at the same time. My flight was just as quoted and promised, and when I landed in Lauderdale I picked up my rental car. I was told by the rental agent that I was expected to return the car 6 days later, BACK AT FT. LAUDERDALE! I explained that I would be flying out of Tampa, on the other side of the state, and wouldn't be anywhere near Ft. Lauderdale on the return date.
Apparently Priceline arranged the rental car from Lauderdale to Lauderdale, EVEN THOUGH THEY BOOKED THE FLIGHT, ALSO. Are these people complete morons? And how do you get satisfaction from a company that doesn't seem to care?
The rental car company (AVIS, but that's another complaint) charged me an ADDITIONAL $895 when I returned the car. My wife was so upset for the 4 days we were arguing with priceline and avis that she made herself physically ill during our vacation. We lost valuable vacation time, phone time, money, and trust in both businesses. This shouldn't be allowed to happen to anyone.
Alison of Santa Ana CA (11/25/08)
I purchased a round trip, not stop ticket from Lax/San Jose costa Rica. They changed the return flight to go to New York city, then to LAX. My first complaint is that i paid for a non stop flight, when cheaper flights were available. Now I am flying 6 hours longer by stopping in New York. This is ridiculous.
My second complaint is that we made the flight in order to be at work on Sunday and now I can't make that committment. I do not have addtitional vacation days. Absolutely unacceptable because I am not receiving what i paid for - a non stop flight and I will now not be able to work. Can you help me. I want a full refund if I have to fly to New York
Economically, I could have booked cheaper flights with one stop in a latin american country for 45 minutes and flown into LAX an hour later that the non stop flight. Also missing work without pay.
Zach of Peoria IL (11/24/08)
We booked a hotel room through Priceline last week to be with family. We just so happened to contact the hotel in advance to make sure (been there before) that the room was still open and that we weren't going to drive 14 hours to no hotel room. The hotel in question (Wichita Falls Best Western) said that they had the room, but not what we asked for nor what we agreed to. They were rude and told us to contact Priceline.
Upon calling Priceline, and going for almost an hour, they basically said we were stuck with what we got. Oh...and I didn't mention that we had purchased the $20 cancellation insurance that Priceline said wouldn't matter. If we cancelled, we still had to pay the full amount, regardless. So why did we pay it? They refused to acknowledge that they were at fault, that they weren't going to help...the person on the other end of the phone actually said, tough, we don't care.
Now, I work in the media (radio broadcaster) and have a talk show. Let's just see how many people around the country find out exactly what this band of crooks is all about! Quoting the Priceline rep...Tell whoever you want, it won't affect us at all. We'll see.
Diane of Menifee CA (11/18/08)
I booked a car after booking two tickets to Orlando. I requested a mid size car, but did not get the price I wanted. Finally it came through only to be for a different size car, smaller. I did not realize this at the time.
When I checked our airline itinerary a few days later, the price offered to book the car size at the lower price, (what I had originally asked for) was available. I called customer service and they said it was not available the day I booked the car I asked for a $2/day price adjustment ($28), since it was now posted as available and they said they could not refund the difference or upgrade to the larger size.
I was so annoyed, to think that they could and would not accommodate a customer, when what I had asked for was now available. Since I booked early, I actually paid a penalty. I will never do business with Priceline again. I usually use expedia or orbit, never had one complaint, so I will go back to them. Done deal. Not good customer service at all!
Charles of Blanca CO (11/09/08)
i went to china in sept and before i bought ticket i took flight insurance option because it said if medical problems arrise i was covered to change ticket. While i was in china i ended up with intestinal blockage because of 15 major sergerys i have been through. I called priceline to change ticket because of life threating problem. Was told i just needed an apointment with doctor back home so i complied and made very expensive calls to states to get appointment. I even went to see a chinese doctor and he even said i needed to get home to my doctors. I still have chinese doctors notes to that effect.
Well i called and called priceline that cost international charges because toll free does not apply. Well after 5 diffrent people i talked to after being disconnected a number of times which said no problem getting home sooner. The last person i talked to was so rude i wanted to reach through the phone and grab him by the throat. I was finally denied ticket change even tho i was in very sever pain and getting to doctor would be very much needed to keep from having another sergery. I suffered through so much pain for a couple more weeks. Finally got home and imediately was put in hospital for very sever intestinal blockage. I feel that pricneline should be held responcible for my suffering. I went there to see fiancee and she was so scared i was going to die it really caused problems between us. Now i think priceline should be shut down for not paying up on insurance.
It cost me a great deal of money to stay longer in china and all the phone calls to priceline that ended up a joke. How can they be let get away with this. It also caused great stress on my daughter who in having another baby and son lost time off work trying to help me.
Steve of Scottsdale AZ (11/07/08)
I needed to travel to San Deigo for a job interview. I booked a hotel on priceline for single room. When I got to Best Western Hotel, they gave me a handicapped room. There was nothing in my rental agreement about a handicapped room. I couldn't even take a shower, all they had was that low hanging hand held shower. I was told my Best Western that Priceline booked the room that way. Priceline blames Best Western. Neither one would gave me any satisfaction.
I left the hotel after 5 minutes and had to find other accomodations. Jeffry the president and ceo, along with Ralph, chairman, need to be held accountable for their companies action. I would like to meet the 2 of them face to face, so I plan of exploring my options in small claims court
I had to incurr an additional cost of $100 for a room. I lost value interview prep time. I was so stressed out from this ordeal, I did not preform well at the interview and did not get the job.
Durwood of Hampton VA (11/02/08)
I purchase a flight ticket to England and due to a medical problem at work with a co-worker my leave for the trip my supervisor asked me to cancel the trip Nov. 1-Nov. 8 due to short of help. I am the senior lead at NASA. Priceline and USAirways refuses to give me a credit or a refund.
I WILL BE OUT OF 775.14 DOLLARS
Ricky of Orlando FL (11/01/08)
I bought a vacation package from Priceline to fly from Orlando Florida to Las Vegas Nevada. During my trip, I received a phone call that a family member was in the hospital and I had to return home. I called the pricelne phone number to change my return flight to an earlier day. In trying to change my return flight, I was transfered 5 times from department to department because no one was able to help me. I finally spoke with a representative who was able to assist me with the transfer. She explained to me that priceline.com would have to charge me a $30 administrative fee along with a $75 transfer fee from the airline on top of the price difference of the flight ($300!).
She found a nonstop flight from Las Vegas to Orlando. I was a bit unsure about the nonstop flight because for this particular airline, there isn't a direct flight from Las Vegas to Orlando. The representative assured me 4 times that this flight was a nonstop flight. I believed the representative and agreed to the transfer.
Later on that day, I decided to contact the airline directly to confirm the reservation. The representative form the airline explained to me that the flight was going to depart Las Vegas, stop in Milwaukee, stop in Baltimore, and finally finish in Orlando. I was extremely upset because this is not the flight that was promised to me by priceline. I contacted them again and spoke to a supervisor and explained my issue. She stated there was nothing they could do because priceline sees the information as nonstop. I explained to that I understood, but I was promised a nonstop flight booked through priceline and any ambiguities between priceline and the airline should be handled by the mentioned parties; not the customer.
The supervisor, deciding to be rude and inconsiderate to my concern, proceed to tell me that I agreed to the terms of the flight. I agreed to a nonstop flight from Las Vegas to Orlando and as it turns out this flight has 2 stops no where near my final destination. Had I have known this flight was going to have that many stops I would not have authorized the transfer. I was misled by the priceline representative. The supervisor proceeded to tell me that there was nothing she could do because they are not responsible for the airline schedule. I disagree. If priceline sell a product with a specific promise, priceline should stand by the product.
I asked to speak to her manager and she said My manager do not speak to customers. They are here for administrative reasons only.? I was floored by that comment. I could not believe that a company that strives on customer satisfaction would allow their supervisors? to depict such comment and disregard to a customers legitimate complaint. I know that business is business. But the life blood of a business is the satisfaction of its customers. Needless to say, I, along with everybody I tell this story to, will be sure to never be a customer to such a company again.
$30 administrative fee, $75 transfer fee, and $300 price difference.
Enest of Carmichael CA (10/31/08)
On October 10, 2008 I purchased air travel, a hotel room and a rental car from Priceline.com. Everything was fine until I noticed that my plane lands at the Dallas/Ft. Worth airport and I was supposed to pick up my rental car at Dallas Love Field. I have spent many hours trying to get this corrected. Priceline's websight sais that emails will be answered within 3 hours. That was 24 hours ago as of this writing...still no answers. I have tried to call every phone number I could find and all I managed to get is William Shatner and an automated phone system that contains no live operators. Priceline was very eager to take my money and conclude the transaction; they are not so eager to repair foul-ups on their part. I think it's a crime to treat your customers this way!!!
Andrew of Bronte OTHER (10/30/08)
I recently cancelled an air ticket purchased via Priceline.com They said there would be a $100 charge, subtracted from the ticket price refund. However $100 was also debited from my credit card account without my knowledge! And, two weeks later, I am still waiting for the ticket to be refunded. I have tried numerous times to rectify the situation (phone calls and emails, waiting up to an hour on hold etc)and they now say that they will refund my account within 120 business days!! DO NOT USE PRICELINE.com
The financial cost including the growing interest charges from the credit card are infuriating. The time wasted trying to fix the problem was very frustrating. A complete disaster caused by Priceline incompetence
Robert of Denville NJ (10/27/08)
Tried to cancel my hotel but the operator who spoke poor English claimed he could not find my reservation. I gave him my phone number which he said he should be able to find it with but could not. I needed to cancel by noon and I called at 10am. I explained to him I was traveling and he said not to worry just do it when I get to a computer I was unable to get to a computer until the next morning and now they refuse to credit me the full amount.
Today Mr. Phillabaum refused to research the issue claiming they had no record of my call which of course they would not because they could not find it on the phone. Also I had no idea I was dealing with priceline as I had made my reservation with Virginia-Hotels and the reservation makes no mention of them.
Charged $208 for a stay I canceled.
Jon of Tehachapi CA (10/24/08)
I was simply trying to find out what hotels were in a certain area & ended up getting stuck with a reservation I never asked for in a dump of a hotel. I NEVER requested that hotel & did not authorize them to get it for me. There is no customer satisfaction.
Susan of Eden NC (10/20/08)
I purchased 2 roundtrip tickets for my daughter her fiancee' who are getting married in 2 weeks, Nov 2, 2008. When I went to priceline I inadvertently put my name in as the passagers, when I recieved confirmation that my bid was accepted I just figured that my name was on the tickets because I purchased them. So, I started to worry about it and called priceline, spoke to several reps, and they absolutely refuse to change the name on the tickets, told me to call Delta, because they told me that Delta was the company that would not allow the change, so after I called Delta about 5 or 6 times and they kept referring me back to priceline,
I called corporate headquarters and spoke to a lady by the name of Heather, she said it would not be a problem to change the name but that I would have to call priceline back and ask for the help desk, and that they had the number to call Delta to change the names. So I then called Priceline back and spoke Pam a customer specialist at the help desk, she said she would call Delta, only after I insisted that she call, she put me on hold, then when she came back to the phone she said that they would do it, but I would have to pay 150.00 dollars per ticket for the names to be changed, and pretty much bottom lined me on this was my only option,
why is it so hard to change the name on a ticket, I admit I evidently done something wrong, but it was a mistake, why would I purchased two tickets for myself to Mexico. I am at my wits end.
Because I don't have the extra $300.00 to pay for my daughter and her fiancee' I am going to have to tell my daughter she and her future husband can't go on their honeymoon. I have a really good friend who gave them the trip as a wedding gift, I told them that since he was paying for hotet and accomodations that I would pay for the flight. I am so depressed that it turned out this way, but I just cannot afford $300.00 dollars.
And if Delta said that they would make the change at no cost, then why can't priceline, and why is priceline blaming Delta. I even told priceling that I would go with them to the Delta counter and show I.D. to prove this was just a honest mistake, but I can't get any help anywhere.
Karen of Los Angeles CA (10/15/08)
I rented a car via priceline.com. I used a checking acc. that my husband and I share, the account was charged and payment rendered. I listed him as the driver. When we went to pick up the car my husband presented his drivers license and ATM/Debit card. The ATM card was declined due to a banking error and my husband had neglected to bring any other credit cards. The car rental company (Hertz) refused to add me as the driver and Priceline has refused to refund the charge for a rental car that was never picked up or used. We have paid for a rental car that we were not allowed to claim.
We arrived in Vancouver, B.C. at the beginning of a vacation to pick up a rental car that was already paid for in the amount of $237.13. We were unable to use this car and were forced to rent another car from a different company for nearly twice the price of the original rental.
David of Monterey Park CA (10/12/08)
I reserved a hotel room in Hawaii even paid extra for the insurance. My e-receipt says that I can cancel for a full refund at any time. I've tried and tried to contact them by phone but cannot get through to a person or any automated device that will let me do this. I've emailed them of my intentions but have gotten no response. Please help me.
Ashley of Greensboro NC (10/06/08)
My husband and I booked our airline tickets through priceline.com and traveled for vacation to the Cayman Islands. We are scuba divers so while we were diving I got Decompression Sickness and had to be taken by ambulance to a hospital 30 minutes away. While there, it was determined that I needed a table six treatment in a hyperbaric chamber. I completed the treatment and went back the room late that night. My breathing was still labored and I still had neurological symptoms the following day so I was scheduled for another table six treatment in the hyperbaric chamber. Following this treatment I felt much better, although still unsteady and fatigued.
The emergency room doctor who was treating me the following day recommended that I not fly for 72 hours following my last treatment in the chamber. This meant that I needed to move my flight by one day. We mistakenly called Delta first to ask them to change our flight. They were more than willing at no charge to move the flight since I had a doctor's note stating that this is what I needed to do. However, they informed me that since I had booked our ticket through priceline.com, I had to call them to do it. I called Priceline and they told me that they would charge me $200 plus $30 per person ($460 total). They said that the $200 was what the airline charge them.
Of course, we were in a very bad financial situation because of the hospital bill and hyperbaric chamber fees were very high and it was a cash only hospital. I told them that Delta told me they wouldn't charge me that because of my documentation. The lady on the phone who was handling my call was so rude to me and was apparently annoyed that she could not hear me very well. The problem was on her end not mine as I had just spoken with a Delta rep on the same land line phone. I explained to her my story as I had done with the two other people I had talked with prior to getting her. They were compassionate and seemed to act like they could help me. After talking with her, she reluctantly agreed to call Delta to verify what I was saying. She called and then informed me that they said they wouldn't waive the $200 fee. Then, I was disconnected from her. I was not sure how or why.
I called back, took 45 minutes to get the same woman on the line (by coincidence only) and then she was short with me again and hung up on me on purpose! I was so shocked, I could not believe it. I called back and had to tell my story to two different priceline.com customer service reps before getting transferred to her. I was trying to be kind to her despite the fact that I knew she just hung up on me on purpose. She talked to me for a second and after she determined she had said enough, she hung up on me again. Needless to say, I was so mad after having been transferred amongst they company for 5 hours only to be hung up on twice in a row that I threw the phone across the room in a fit that was not like me at all. She just really angered me by her lack of compassion and lack of concern for something that the doctors had told me could kill me if I didn't reschedule.
I plan on pursuing this complaint against priceline and the customer no-service rep, Leanne, until they change their policies or she is strongly disciplined (or fired) from priceline. As much as my husband and I travel, I will NEVER purchase tickets/hotel/car from Priceline again! I am so angered by the fact that their representatives showed no compassion and even hung up on me while speaking with them on purpose. I want to pursue a formal complaint upon them and would be interested in legal action also.
Bill of Henrietta NY (10/03/08)
I made an error in the dates when bidding on PRICELINE. The bid was accepted with the error. I called PRICELINE within minutes but was told there would be a $61 charge to make a correction.
Alan of Tampa FL (10/02/08)
I purchased insurance from Priceline, but after repeated request to honor their polity, they denined all claims
Loss of use of services
Pamela of Cranston RI (10/01/08)
I would like to know how their website can post No Priceline Change or Cancel fees and yet they do not allow you to do neither. Is that legal?
Jan of Pittsburgh PA (09/21/08)
I used Priceline to blind bid on a hotel for a trip to the San Fernando Valley in Los Angeles, for cancer surgery for my husband in October. I was very specific about the S.F.Valley preference. But I was 'awarded' a hotel in Eagle Rock, which is way outside the S.F.Valley! Called Priceline to ask that the error be corrected, and they said we had a contract that could not be changed, and they would not refund my money.
My 73-year-old husband, who is handicapped, is distraught beyond words, as am I. We have always expected fairness in the marketplace. We are both from the san Fernando Valley, and very familiar with it. I must get Bill to a hotel very close to the hospital after his surgery, and Eagle Rock is at least a 45 min. drive! I specifically asked for Studio City, Warner Center or even Burband as possible hotel areas. But the understanding was, the hotel had to be in the San Fernando Valley.
I want a full refund of my $187.14 and I have gone round and round with Priceline personnel in the Phillipines enough. They will not budge.
Stephen of Atlanta GA (09/20/08)
I was new customer. I asked Priceline to book a hotel in a certain area. They put me on the fringe. I ended up paying the rack rate. The hotel had no problem canceling the reservation with a lot of notice, but not Priceline.
They simply bagged me.. a new customer. Customer service, give me a break! They read me the contract terms. They just want you money. The hotel just called me back. They cancelled the reservation. Priceline was only representing their own interests!
Venkat of Champaign IL (09/11/08)
I recently purchased airline tickets with Priceline's with an option, rental car + airticket. It said, USD 300 for both. Though not very cheap, I thought of buying it thinking that, I would get atleast 24 hours of time in between onward and return journeys. I gave my dates as 13 Sept 08 and 14 sept 08. I search the schedules, there were flights available at 6.00 am from Bloomington and at 5 pm at the destination the next day by the single airline. I saw the stipulation that stated I had choose the travel between 6am and 10pm. However, because I was sure that, with other booking sites (expedia etc) there weren't any real problematic itineraries out there.
I was so annoyed with the booking, I had to arrive in my destination at 6.30 pm and start my journey back at 7.00 am in the morning. I even insured my ticket as it said that, i can get refund. THen I called up AIG, they said the special cases, that I get the refund. For these so called cases, why should I pay the insurance. The objective of the system seems to be to provide as little time as possible at your destination that is not our choice. Why does Priceline can't show you this itinerary before the purchase, that would be less cheating and more transparent.
I was not even thinking of this so called site, when i called up the representative of priceline, he said, he is helpless and the system is like that. I am yet to make my journey, let me see how it goes.
Kristen of Saugus MA (09/10/08)
I booked a trip from Boston to New Orleans for 9/5 - 9/8. On 9/2 I received an email from Priceline stating that New Orleans was still closed to tourists due to Hurricane Gustav and that a refund for the hotel portion of my vacation package would be refunded and to contact the airline regarding the airfare. I called Northwest Airlines who told me on 9/3 that the airport was still closed and that I would probably get a refund but to call back Thursday night (I was supposed to fly out at 6:30am on Friday. I called the airline again and was advised that the airport was open so Northwest could not refund my ticket. They had a letter from Priceline advising that all consumers go back to Priceline and they could conference call Northwest in if necessary.
I called Priceline and it then took me over 3 hours and 4 representatives to get my money back. It was not my fault I could not go. There were NO hotels open, NO restaurants and the City of New Orleans was officially closed to tourists. Reshawnda at Priceline told me there was nothing they could do, that I could technically fly to NOLA. AND DO WHAT?? I asked. Sleep on the streets for three nights? She told me I could stay at the airport. SERIOUSLY???
I was then transferred to JR who also refused to call the airline. He refused to let me speak to his supervisor. He told me that I was just going to have to accept that I could not have my $483 back. After a very heated conversation, he reluctantly made the call to the airline. And guess what! In 10 minutes time, Northwest gave them the authorization code necessary to refund my money. Why couldn't someone have made this call three hours ago when I asked??? I would not recommend this service to anyone for any reason.
Karen of Chattanooga TN (09/09/08)
I purchased two plane tickets for Norfolk VA - one for my brother, and one for myself to go to a family reunion in Nags Head. Tropical Storm/Hurricane Hannah came in, and our reunion was cancelled. I knew I had purchased non-changeable tickets, but I called Priceline hoping they might have some sort of leniency due to severe weather events (the airline does)and I was told that if Norfolk was placed on Delta's affected airport list, they would be able to do something for me. I talked to four different people who told me this. Imagine my jubilation that night when Norfolk showed up on the list.
So I called in, and sure enough they put me right through to someone who said they would issue a refund to me and gave me a confirmation number. Since the other ticket was in my brother's name, I gave him the information so he could call and work out the refund on his ticket. He called that night and they kept him on hold for about an hour, during which time their business hours expired and they closed for the day.
So the next morning he called in, and they had a whole new policy about when they can do something in a severe weather event. Now, they were saying they can only refund if the flight is cancelled. He and I both talked to them at length, and asked for an explanation for the discrepancy in what we were each told. The policy changed overnight.
As consumers, we have no way to prove what we were told the first day and if they say one person made an error and we must be mistaken about everyone else, there's nothing we can do. I assure you, there is no mistake about what I was told. There is also no mistake that they told me they can only offer what the airline allows them to offer, but the airline has published policies regarding weather events that Priceline would not honor. I also would like to register my complete disgust over the fact that members of the escalation department yell at you. I have never been yelled at by a customer service department before, and I for one will not stand for it.
This netted in a loss of about $197.00 for my brother. This is not a lot of money to some people, but it is to him. The ultimate loss will hopefully be to Priceline, as I am a frequent traveler who will never use them again. I will also make it my mission to spread the word as much as I can. There are at least 25 family members who will not be using Priceline. Seems like it would have just been more profitable to return my $197.00.
Miriam of Upland CA (09/01/08)
On or about July 31st I made reservations online thru Priceline for a complete vacation package for myself and my 4 yr old son, to Nassau, the Bahamas (airfare & hotel from Los Angeles). At one point I was given a confirmation number for the Paradise Hotel that included breakfast however, at the end of entering everything it told me to use another card because my debit card was being DECLINED. I contacted my bank as well as look up my account online and could see that the charges had gone thru, the bank assured me that the charges had gone thru and that if Priceline had any questions to have them call the bank.
I then called Priceline and spoke to FIVE different individuals, I was being transferred from one person to another, until I reached a person named Francis who stated Priceline had NOT gotten an approval from my bank, so we called on a 3-way where MY bank confirmed an authorization code WAS given. Even after confirming the approval Francis indicated that there was NOTHING he could do to rectify my initial purchase. WHY could he not offer me the Customer Service anyone would expect in a situation like that?
He not only said that my deal was lost and there was NOTHING he could do BUT Priceline had a HOLD on MY funds that were NOT released for nearly 10 days which held me from booking another vacation. This is really unacceptable that a company that praises themselves on good negotiations and great prices would just drop me and my deal and have me carry on as if nothing had taken place. WHERE is the great customer service?.
Priceline NOT only lost my booking due to a glitch in their system but held my funds from that original sale, the one they said they had NOT received an authorization for, for 10 DAYS, which prevented me from making other reservations until those were dropped.
Ashley of Wilmington NC (08/29/08)
I booked my trip to exactly the way I wanted it to find that my return travel times was for P.M. instead of A.M. Price line will not do anything to help me. The airlines will not help without charging a $150.00 change fee per ticket. I understand the non refundable part of this, but I didn't make the mistake, pricelines site did and now I have to suffer the consequences. I will never book with them or refer them to anyone else.
Monica of El Dorado Hills CA (08/29/08)
I was repeatedly receiving unwanted solicitation calls Wyndham Vacation Resorts, even after I asked them to remove my phone numbers from their call lists. They were calling on both my cell and home phone. I couldn't figure out where they got the information until I happen to go to Priceline.com and saw their advertising. I checked my profile and sure enough, both those numbers had been given to Priceline.com when I bid on Airline Tickets.
I wrote several emails to Priceline.com requesting the contact Wyndham Vacation Resorts and have my number removed. They never denied selling it to them, they just repeatedly told me the could not contact them to remove my numbers.
Nuisance, Nuisance Nuisance calls every day on both my phone numbers. Priceline sold my personal information to Wyndham Vacation Resorts without my permission.
Wayne of Hudson FL (08/28/08)
We mad our reservatioms om priceline and requested a king size bed no smoking. When we arrived they had two double beds in the pet room which we don't have a pet. The HOTEL made it right. Its priceline who is the rip off. We were told at Pony Soldier that they have more complaints on priceline bookings than one could believe. They book you on anythimg they chose. I will no lomger use this sight to book reservations.
After traveling most of the day and I am handicapped I don't need the hassle we got. It is not legal to not disclose what type of room you book and where it is located. Pet ROOM? Give me a break!
Dennis of Greensboro NC (08/28/08)
I had a bid accepted on priceline for a rental car in Greensboro, NC where I live. after reserving the car I get to the airport to pickup the rental and cannot get the rental because I was told that I needed a credit card instead of a debit card. After speaking with priceline I was told that their was a box I needed to check If I was going to be using a debit card instead of a credit card and that it would be 7-10 days before a refund could be issued. I did go back home and check the web site and there is a box that you can check if you are only using a debit card.
we stillneed a car so we rented a few days from enterprise which accept dedit cards but the price was more than we wanted to pay, so we decided to go back to priceline and bid again I check the box indicating that I only use debit card that would limit the bidding only to those rental companies that accept debit cards the bid was accepted by the same company that accepted the bid a few days earlier again we could not rent the vehicle
I ask priceline why alamo was allowed to accept that bid if they do not accept debit cards again the famous apology and we will refund you in 7-10 days so they have about 500.00 of my money that I cannot get for 7 days now I don't have the money to rent a car
I cannot rent a car which I so badly need because all my money is tied up with priceline
Deborah of Mesa AZ (08/27/08)
I put in a request for a hotel in Manchester, N.H. for Sept. 14, 2008 with a check out for Sept. 15, 2008. I then was told that my price offer was not accepted. Later on I received an email from Priceline stating my offer was accepted. When I looked up the status of my booked room, I noticed they had the wrong days. It was for Sept. 15 to Sept. 16, 2008. I immediately tried to call them and was told by a recording they could not help me. So I emailed them a couple of times requesting the correct dates and I was told no.
When I demanded their proof that showed where they got their dates they showed me their own dates which were wrong with my initials on the contract. I informed them these were not the dates I requested. They emailed me and said they would cancel the room but would charge me a $45.00 fee which was the same price as the room. But if I did not want to do that I signed the contract and would have to live with it. I find Priceline rude and completely unable to give satisfactory customer service. I will never use Priceline again and I will let everyone I know how awful they treat their customers. It's a very risky way to get a great deal.
Now I have to pay for a room that I will not be able to use and this was for a vacation I was looking forward to. Now I have a negative feeling about my trip.
Barbara of Petaluma CA (08/27/08)
I have used Priceline over the years for vacation planning, the last time was maybe 5 years ago. They were fantastic, great flight plans, great upscale hotel deals, rental cars were never a problem. So......I used it again for a one night stay on the Big Island, Hawaii. Big mistake, I should have read all the comments of the problems people have had over the last couple of years. I needed a one night stay in Kona. I filled out the request form, 2 adults, 2 kids. They placed me at the Royal Kona Resort for 65.00.
I called to confirm our reservation and was told that they only book rooms for two people and each additional person is 35 dollars extra a night. How can this happen? I called Priceline, they looked through the form I filled out, agreed that that was how I filled it out and told me there's nothing we can do about it, I'll have someone from customer service call you to straighten it out.
It's been over two weeks, no word from anyone, we did stay at the hotel for that one night, it has two huge buildings, we were put in the older one which was filthy, mold all over the bathroom, paint peeling, rusted door hinges and faucets, the carpet in the room was filthy, not even a 1 star substandard, but advertised as a 4 star. My next step? The board of health in Hawaii, this place should be shut down. The entire resort wreaked of old and unkept.
Janet of Vancouver, Bc OTHER (08/26/08)
They resort to deceptive marketing practices. Recently, priceline.com sent an e-mail offering cash bonus rewards if you book 2, 3, 4 day hotel room, but they fail to tell you that it is a very limited promotion (you can only qualify if you click on a certain weblink apparently). So, after booking and paying, you think you should qualify for the credit, but priceline.com will not credit you the cash bonus. I tried contacting Customer Service, but there is no incentive to credit anyone once it already has your money in hand. Exceedingly poor customer service relations.
Susan of Woodbury,Mn MN (08/25/08)
I tried to make a reservation for my son who just returned from the service and was visiting a friend that he was in IRAQ with for the 4th of July he just returned home that week and I made the reservation for the plane ticket and the car rental but what they didn't tell me is that he couldn't pick up the car I had to because I paid for it even though it was in his name so after many calls along with the corporation consumer liaison I was told that even if he could pay cash because he didn't have a credit card he couldn't use that reservation so I cancelled it and the women told me that they would have to wait until the 10th of July the last day of the reservation to make sure no one showed up and then I would be refunded in 6 to 8 weeks so It's about that time so I called and they put it down as a no show and never cancelled it so I don't get the refund,they will pull the phone records from the 30th but that's not the last person I talked to.
I live on a single income and that $259 would pay a lot of my bills and in fact I was counting on them being paid with this money I denfinately will be short this month and with my son not working yet he can't help with that loss either in fact I'm supporting him also because he can't find a job and has some medical issues to deal with since he's come back
Derrick of Atlanta GA (08/18/08)
I went on priceline to rent a vehicle. Priceline found a vehicle through Alamo rent a car. I selected the vehicle and paid for it with my debit card and got my confirmation and a note saying that Alamo only accepts credit cards but I only had a debit card. I immediately called back for a refund because i would not be able to pick up the vehicle. Priceline said they would not refund my money because I didnt check the LITTLE BOX that said I only had a debit Card. And yes the box is little.
I only needed the vehicle for one day and priceline would only refund if you subtracted a days rental. So basically I lost my money. I going to go on every consumer web page and report this.
Victor of Missouri City TX (08/17/08)
They locked me into a request I did not accept and when I called Jordan was apologetic and told me I was stuck with it.
Wheeling a crippled client I am traveling with to the airport for a 6:am flight when I need 3 hour to get her rdressed and ready
Victor of Missouri City TX (08/17/08)
They locked me into a request I did not accept and when I called Jordan was apologetic and told me I was stuck with it.
Wheeling a crippled client I am traveling with to the airport for a 6:am flight when I need 3 hour to get her rdressed and ready
Robert of Merced CA (08/16/08)
no refund from priceline insurance
i got different travel tickets the same day and they kept my insurance money i paid
Denise of Valparaiso IN (08/07/08)
My mom and I had taken all of her grandkids to stay at a hotel for a mini-vacation. The pool was out of service due to it being shut down by the public health department. Priceline would not move us to another hotel within the area, they would not help us at all after getting our money. They stated that since we chose a 2.5 star hotel an amenity is not guaranteed. Now I first chose a 3 star hotel but was forced to change to a two.five star option because they would not meet the price. The customer service staff was unprofessional, and no one had a manager.
The response back from their executive offices never dealt with the problem of the hotel which was very damaging due to the fact that if the health department had to close down a section of the hotel, then proper cleaning was an issue at the place where we were supposed to stay. That is a health issue and not an amenity issue. The hotel did state that priceline constantly cancels for no reason and they did not understand why priceline couldn't accomodate us when their was another hotel of this brand right down the street.
I have a son with very severe medical problems, he has lost all of his hair, he has broken his foot, and a bacteria infection of any kind can cause him death. Being in an unclean environment is not good for him or the baby we had with asthma. Even though the other 5 kids were healthy, they were not very happy this was their vacation and all they wanted to do was swim.
Rachel of Fort Worth TX (08/04/08)
On 7/3/08 I was price shopping on priceline.com. I put in 15 bids to see if I could get what I wanted. I was not paying attention I guess and I got confused and next thing I know, the tickets were purchased! I panicked and immediately called Priceline.com and informed them of my error. They told me it was my problem. I explained that I had just done it one minute ago and surely they could just stop it, again they told me no.
I cannot afford it and not only that, but there are government issues with my daughters passport and mine that need to be cleared up, so even if I could afford it, I could not fly anyway. I am up to my eyeballs in debt now.
Anthony of Altadena CA (08/04/08)
In mid June I researched accommodations in Timonium MD for a family gathering to be held at one of the higher end hotels there. I discovered via Google maps, a lightrail system was within walking distance of all of the accommodations in Timonium. I responded to an email link from Priceline Dot Com and was taken to a website with boxes for inputing hotel destinations. I entered a seven day stay in Timonium MD and a price and the website said my bid was accepted for Cromwell Bridge Holiday Inn, Towson MD, 5-6 miles distant. I was not happy and went back and read the boilerplate Terms and Conditions which in essence stated when a bid is accepted I had NO recourse.
When I called the Priceling customer service people to protest, I was told read the terms I agreed to, sorry no changes! I was very upset but had utilized priceline successfully several times in years past, so I decide to attempt to salvage the deal by altering my plans and getting a rental car, as the lightrail didn't pass through Towson MD.
On the date of departure in mid July I verified our hotel reservation and requested a non-smoking room. Our flight from Ft Worth to Ronald Reagan was delayed and I notified the hotel and verified our non-smoking room. The flight was very late and we again notified the hotel when we landed. When we arrived at 3AM the night clerk informed us that the hotel was full and they had only a smoking room left. We were shown a very substandard room, less than a one hotel rating which we declined. The clerk told us to return at noon and she would expect to place us in a more suitable room should one became available.
When we returned and identified ourselves a manager greeted us and said the only space available to internet customers was the room we declined earlier and that Priceline did not require them to to offer anything else. When we protested the other things wrong with the room the manager didn't respond. When I requested his business card he gave me one of a woman subordinate.
When I called I got no satisfaction with Priceline Dot Com Customer Service. When I cited the destination change at the time of selection she claimed I made a regional selection that was named Hunt valley, Timonium, Towson MD area and cited the website. I went to the website and found the current website has no resemblance to the site configuration when I utilized it in mid June. When I told her there was no regional description in June she said she didn't have access to any information about that and declined to offer any further recourse or assistance.
I am very upset over Priceline Dot Com's handling of the entire matter and I'm not about to let this matter slide. I have every intention to seek recourse through my credit card company and to warn others. They charge $570 for the unused hotel room, we had to spend $200 for a rental car we hadn't planned for and to top it off the accommodations at the Comfort Inn Towson and Redroof Inn Timonium were much better facilities and made up for much of the hard feelings we have about this trip to this part of Maryland. Beware of the terrible business practices and service at Priceline Dot Com and Cromwell Bridge Holiday Inn.
Denis of Belton TX (07/25/08)
Scheduled a flight and rental car with Priceline.com; also selected $15 travel insurance. Due to change of court date (not my fault) had to call Priceline.com and reschedule flight (paid $150 + $30 additional to reschedule). Court date cancelled and new date unknown at time lawyer contacted me. Contacted Priceline.com to explain situation, cancel flight, and to request travel arrangements be placed on hold. Customer Service (that's what they call themselves) representative stated I would have $834.50 credit to be used within 1-year and to call back once I find the new court date out. Before hanging up, I ensured to ask her once again so I have a credit of 834.50 to use within 1-year....yes, that is right.
Well it's not and I am still attempting to resolve this problem with Priceline.com. I have emailed and called numerous times with nothing getting done. It has been 1-week since this all started (7-days too long) and I am still getting the run around. I filed a complaint with the BBB and will continue to pursue my problem with Priceline.com until I get a full refund or my credit.
Money doesn't grow on trees. I placed my original order for the flight to attend a divorce hearing. As if I don't have enough bills from the lawyer...now Priceline.com is trying to say I'm out of luck because one of their employees didn't do their job right.
Joseph of San Diego CA (07/23/08)
Requested change in scheduled flight dates booked through Priceline. No refunds or changes will be granted, according to Priceline Customer Service. American Airlines put the weight back on Priceline. I find it unbelievable that a company can sell a service with no provisions for emergencies or changes in itineraries. In today's uncertain world, that is totally unacceptable.
If I cannot change the dates on this trip, I will not have the money to fly back East where I am expected to be present for my daughter's wedding. That is the family emergency I need to accommodate. I am retired and living on a very fixed income. So I would be paying for a trip I cannot take to Cancun, paying for a trip to the East Coast for a wedding, and then paying for another flight to Cancun at another time. What if there were a death, instead of a wedding? You mean to tell me that Priceline would still take its share of the money for the trip and run with it? It is not like I am asking for a refund. I told them that I can go a week earlier than originally planned. I also told Priceline that I am willing to pay a penalty or higher fee for changing the dates. So it is not a matter of me, as the customer, not willing to live up to my obligations.
Alexandria of Hueytown AL (07/10/08)
Returning home from Orlando, I was in the security check point line. I became ill and immediately recieved medical attention from the EMT's and Orlando Fire Department. My boyfriend who had our boarding passes was approached by a supervisor for Delta Airlines. She took our boarding passes and wrote down the number to contact priceline.
I was taken to Orlando Regional Healthcare and admitted into the hospital. I recieved Nitroglycerine on the way to the hospital an later morphine while in the ER. After staying overnight and being treated and released, I was assured after at least five phone calls, that I would be put in stand by status. Upon arriving to the airport, I met with the supervisor from Delta. She said that according to Pricelines rules and regulations, they are suppose to accomidate someone due to a medical emergency. Priceline refused to honor that arrangement. I had a medical release to fly by the doctor and my discharge papers from the hospital.
Priceline refused to allow me on the flight unless I purchased another set of tickets. They could careless that I was just released from the hospital for heart related issues that I suffered, while standing in line at the Orlando airport. All I wanted Priceline to do is provide me with a way home. My boyfriend who is my current source of income, already had to call off of work inorder to stay with me. We had no money, no clothes, since our bags were on the origional flight. I requested to be released inorder to go home so that he might make it to work. The doctors also gave him a doctor's statement for his job.
Erin of Lynnwood WA (07/09/08)
PRICELINE I have been billed $11.99 a month for a service thru Great Fun, that I was not aware that I had even signed up for. Below is the email/fax I sent to them and to PRICELINE:
I want a refund and a cancellation from this service that I dont know anything about, I feel I have been tricked into receiving & paying for this service, I dont know what it is for. I was told it was thru Priceline. After calling the 800 number below, she said she would cancel it, but transferred me too soon so I could get some kind of confirmation number or her name. I would never sign up for a discount service that I would never use. I am notifing Consumer Affairs and PriceLine concerning this I was told if I want a refund to fax in writing, which is what I am doing. And I want some kind of acknowledgement this has been received. So far I have not heard back from Great Fun.
Holly of Mechanicsburg PA (07/08/08)
Priceline charged me $70 more than the hotel rate for my room (Holiday Inn Express). When I explained the problem to the HI, they refunded what they thought was my credit card, but it turns out was priceline. When I contacted priceline about the difference and the fact that they were refunded money that should have been refunded to me, they responded by saying the rate the hotel gace was not available to them, and they kept my $70!
I paid basically for an extra night using priceline than I would have just booking through the hotel itself!
Dane of Windsor CA (07/04/08)
I booked a package to conclude some real estate business when I recieved my rental car it was listed as a non smoking vehicle, when I went to hotel, it was also a non smoking hotel when I contacted priceline they informed me I have to contact car company and hotels for special request? I paid priceline directly aren't they not responsible for fulfilling my needs, and desires and comforts:as a customer that is the accepted norm. But when I contacted them I was informed that they would rebook me in to a smoking room for an additional $200...at a different hotel.
Besides having to pay the additional $200 for the hotel I still had a non smoking car (it was in phoenix @ 120 degress getting out of the car was not an option.) I had to rearrange my itenarary to drive miles away to their choice of a hotel on my dime...causing me to have to delay me departure another day this was supposed to be a simple fly in sign papers, review property, fly out deal not a constant discomfort rearrage disaster scenario.
Barbara of Phoenix AZ (07/03/08)
I was a first time user on priceline.com. I put my information into the make your own bid part. I had no ideal that if the bid was accepted I didnt have a chance to accept or decline. So my bid was accepted and I was charged 598.00 for airline tickets. I called to cancel the tickets and on 3 seperate occasions i was told that the tickets were non refundable and non cancelable and that there was nothing that can be done.
We can't go on the trip and at the very least I thought i would just get and airline credit, but priceline refuses to do that as well. So I have lost 600 dollars and its just not fair.
Kathleen of Thunder Bay OTHER (06/29/08)
I selected a 3-star hotel through Priceline. I selected the city (Sault Ste. Marie, Canada) and the star-rating and then very carefully clicked on the date that I needed: one night - June 25-26th, 2008. The selection was done by clicking on those dates from their calendar that pops up and then you shade in the date of your arrival and departure. In my case, it was for one night only - June 25th to June 25th.
I carefully watched while the highlighted dates on their pictoral calendar were transferred (by Priceline) into numerical dates (25/06/08 and 26/06/08). I made very sure that all data was correct, then selected CONTINUE to a new screen (and the first screen disappears). Because you are absolutely certain that you have checked that all details are correct (and I am sure they are banking on this) you proceed to enter the next page of information about your name and address and method of payment etc. Then a new page flashes up and you are asked to initial at the end of a long paragraph that you agree to the terms and then click CONTINUE again.
Well, imagine my surprise when my price was accepted for an arrival of June 26th and a departure of June 29th. I KNOW without a doubt that those dates were NOT entered by me and had to have been manipulated by Priceline - either by an accidental computer error or, I suspect, by deliberate fraud. By initialling, you have no recourse but to pay up regardless of who made the error.
With much stress and much time lost, I did insist on speaking to customer service agent - Marco, who read from a prepared script that for this one and only time, they were willing to refund me for two of the three night's charges with the further night's charge to be refunded only if I re-booked with them for the correct date. I would, however, have to pay a penalty fee of $25. I did re-book with them for the correct night, but, this time, my bids were rejected until I had inputted a price for a one-star hotel at a rate of $20 higher than the bid for the original 3-star hotel.
The one-star hotel was old and the beds uncomfortable and not one I would have originally ever bid on. I feel I was scammed from the outset and their Helpline's staff reading from scripts intensified my convictions. This company needs to be taken to task for their poor customer service, but, most of all, investigated for computer scamming. Nothing seems legitimate with this company.
Economic damage: Overpayment for a one-star hotel by at least $30. Unsure if the refund of $72 for the third night of a 3-star hotel on dates I DID NOT select will ever materialize. Out a penalty fee of $25 for an error in dates that Priceline made, not me. I plan to cancel my credit cards and get a new security code based on this shoddy experience.
Debbie of Colonial Heights VA (06/29/08)
First time user with Priceline, I enterered my specifics for 2 tickets from Richmond, VA June 30 anytime after noon to Nashville, TN Iand the return trip on July 5th anytime after noon. The serach came up with several choices with same price and all I had to do was pick the return flight. I found no boxes to check. After taking note of the flight numbers and times of each. I then noticed the Pricline was offering an upgrade for a rental car which I chose. I never selected the chose your own price areas since I was aware that we would have to input a bid for the tickets and that it amy not be accepted.
I was surprised and dismayed when Priceline.com found a carrier but the return flight was earlier than my specification. I immediately called the Customer Help line and was advised that I had selected the chose your own price and that there were not refunds or changes allowed. When I explaned that I had not selected that the Customer Help representative just kept reading from the same prepared script. I then advised her the the carrier would give me a later flight if I have purchased the tickets from them for a charge of $100 why would the not provide the same service. No help. I asked for a superviosr and got the same script response. Even though there website does not fully explain these minor details to the consumer they stand behind it like a wall of legal verbage which allows them ripe customers off.
Due to their refusal to change our flight to a later time cost us the cost of the flights 694.85. And the cost of a Nuerological Doctor's missed appointment fee $250.
Vince of Costa Mesa CA (06/28/08)
I inadvertently booked a $4300. flight with the wrong dates for a vacation. Upon discovering the mistake, I contacted the airline with quick responsive customer service. They did advise me that this would have to be resolved with Priceline but it would not be a major issue on their end considering it was 5 hours from the time I made the purchase. Now dealing with one of the most unprofessional companys I've encountered begins. After going thru their maze of prompts, I was able to get a live person to speak with. He advised me to cancel the flight and rebook it.
Sounds easy- Wrong. They hold on to my $4300. charge me 600 in penalties unless I rebook. I cant rebook without funds. Simple, its done allday long. Credit my account back and I'll rebook and try to recoop my loss, but instead they take 7-14 days to refund while fairs go and they don't loose. When I get refunded if fairs drop it's no benefit for me cause I must match my previous offer or lose 600.
Why can funds be removed from my account in seconds yet they take 7-14 days to put it back when I've been issued a cancellation #. My money should be returned to me in an expedient manner. They're practices do not parallel with consumer protection laws. In my opinion, a company that puts a number up for customer service then make it impossible to talk with anyone is hiding something and are not proud of the service they are providing.
Financial loss. Fair increase on a daily basis and I can only watch as they drag they're feet to reimburse me. They claim it's standard practice in the industry, but when I talk to Wells Fargo they told me a call to Merchant Services could resolve this problem Quickly.They refuse to make it that easy.
Francis of Bolingbrook IL (06/13/08)
I was a first time user of priceline and I tell you that their sales practices are totally apart from consumer protection laws of this country. Their contract is brief but vague. I attempted to bid for a hotel and one hotel accepted my offer. Priceline booked the hotel before I can view which hotel accepted the offer.
Totally a disappointing experience for a first time customer. What's even more frustrating is that there was no service in customer service. I felt that the customer care rep was just reading the disclaimer and apology letter to me. No effort was made because of a descriminatory policy meant to protect priceline only. I've bid online before and never faced this kind of stonewalling before. It seems like a legitimate con operation. Law-makers should look into priceline practices.
I have to accept losing $260+ because I was totally disappointed of not being able to make a final deceision on the bid process.
Judy of Redwood City CA (06/12/08)
I purchased travel insurance thru Priceline and was unable to travel due to a medical emergency. The problems began immediately. Priceline/AIG does not provide a policy number so a lot of tims is wasted tryng to confirm coverage. I submitted everything they asked for early Jan 2008.
When I called for the status of my claim in Feb I was sent a letter asking for a 3 month history or letter from my doctor stating this was not a preexisting condition. If they had read the first information they requested they would know this was not a preexiting condition. The doctor provided the information. I called on Apr 2 and confirmed it was received by AIG on Mar 25 and would be processed in approx 30 days.
I called today June 12 and was told it just went to Medical review on Monday and should have the status by 5pm Friday and I can call again on Monday. Its funny that part of every conversation with AIG someone says it was just went somewhere on Monday and call back next Monday.
No solution to date.
Barbara of Hardeeville SC (06/12/08)
On May 15, I went over to pick up a van that I had rented through Priceline.Com I thought I could use a debit card but found out they only accepted major credit cards - so I had to cancel the reservation and locate a rental company that accept debit card. At the time I rented through priceline, I did not know that they took out of my account $240 - I was under the impression they were holding the card until I came to pick up the van. Well, when I received my bank statement it showed that they were still holding by debit card in the amount of $240.
I contacted the rental agency three weeks ago and they said that Priceline takes about 4-5 days to release the card - I checked my account on yesterday, which is almost a month and the amount is still outstanding on my account. I would appreciate it very much if Priceline would release the amount and return it back to my bank account.
Tracy of Yulee FL (06/12/08)
I made reservations for a rental car. My plans changed and I wanted to cancel the reservation. Ron with Alamo told me that I could cancel because it was not to late and I still had a little time but that I would have to contact Priceline due to software differances. Priceline told me that they could not cancel because its the policy of their contractural partner. Their partner is the ones who told me I could cancel. I was then told by Alamo that Pricelines policy had NOTHING to do with thier policy.
My credit card company says they delideratly string out the communication past the 3 day cancellation grace period for cancelling reservations and contracts so that you are stuck. They also told me that they are required to respond to disputed charges and most of the time they are favorable to the buyer not to priceline. They said that I can continue to Appeal the charges and Priceline will NEVER get any money from you as long as you keep the dispute open and they will finaly give up. She said she sees this all the time. Priceline ends up spending more time and money fighting you than its worth so to get rid of you they give in.
None because they WONT win this one. But in the mean time, $150.00 for a rental car.
Pamela of Lewisville TX (06/11/08)
I ordered a ticket to go to Arizona to be with my fist born grandson and once i purchased the ticket on priceline a couple of weeks later my son told me that because him and his family was going to Germany in Sept tha tthey would have 30 days to come home prior to depart for another country for 4 years they will be gone. So with the new luggage chages and gas charges I decided that it would not benifit me nor them If i came up there since he was coming down anyway.
Well as everyone stated priceline policy. But it really hurt me to know that they actually tell people that they are sorry when clearly they are not. I am recently out of a 24 year marriage and I am trying to manage on one income and it just hurt me to know that they would actually keep people money. I called twice prior to the flight date and they still said no. But i received a leter on the day of departure saying my flight was canceled by AA but legelly I had canceled due to my finances. So on record it looks like I just did not show up! So if this is legal and it is there policy why don't they just say it was cancelled by the purchaser and they foreit there moneys.
It would be much better for them to refund our money less fees. But like other say this was a hard lesson to learn and I am glad that I am not sucideal. But I really could have used my own money. So i will not be deally with Priceline for my future travel needs. I was out of a much needed $205. With the ecom=nomy as it is today they should rearrage there policy to accoumodate they client.
Andrew of Salem OR (06/11/08)
PRICELINE.COM gave out my credit card information without my permission!!!
OVER $1000.00 IN CHARGES ON MY CREDIT CARD!!!!
Allen of Whitewater WI (06/10/08)
I purchased a room for 2 nights in LaCrosse, Wisconsin, and discovered when I arrived that I could have gotten the room for $10 cheaper per night by just phoning in a reservation.
Where is the big price breaks advertised on TV?? I will NEVER use
this service again.
Alexandra of Brooklyn NY (06/05/08)
Ibooket an airline ticket through Priceline.com and was charged twice for it. When I called customer service/relations, they said there was nothing they could do and I'd have to call the airline directly. Not suprisingly, the airline was unable to help me because they were not the ones who had processed the charges.
In addition to the extra charge on my credit card... This maxed out my credit card and I was unable to do anything about it (i.e. pay a balance down) because all the charges were listed as 'pending'. I was unable to buy a train ticket to get to work in a timely manner and have to borrow money from coworkers because my ATM card was recently damaged and is currently being replaced.
Nicole of Fayetteville NC (06/05/08)
I am a new priceline customer and I am very dissatisfied with the results. i was purchasing a ticket for my mother to fly from Killeen, tx to Detroit, Mi in June for our daughters Baptism. I purchased the ticket through priceline and it gave me a return date but not a time. after purchasing the ticket,they gave me a return time of 645am on Sunday, waaay before church even began. i called customer service and the young lady assured me that the money would be refunded to my account within 10 business days minus the fees. The next afternoon my brother died and we had to change all plans. Priceline would not allow me to refund the money back o my account and i would NEVER NEVER recommend this website to them!
i had to repurchase a ticket and now Im out of like $700.00.
Mason of Austin TX (06/05/08)
I purchased travel insurance for $15 per ticket from Priceline, in the event my itenerary would change. In fact something came up that absolutley made it impossible to leave as originally planned. I needed to change the flight, 6 weeks in advance, called Priceline and basically they said $100+ penalty from the airline, AND ANOTHER $30 per ticket charge from Priceline. I asked what the purpose of their travel insurance was and they said: we don't handle that, call AIG.
Roxie of Mankato, MN (05/26/08)
I bid on a 3 star hotel near the Mall of America. We are senior citizens taking our 3 granddaughters out for Memorial Day. I got a room at The Crown Plaza, I called the hotel to request 2 beds plus a rollaway. I was told thru Priceline I was getting a king size bed, and to get a 2 bdrm, I would have to pay $30.00 plus tax, and that fire code would not allow a rollaway in a 2 bdrm unit, and it would cost $100.00 to upgrade to a suite.We paid the $34.04 extra and one of the girls slept on the floor.
Even if we had gotten 2 rooms if wouldn't have worked out for us. For the price I ended up paying I could have gotten a suite at Embassy Suites, actually closer to the Mall and a nice free hot breakfast. I think Priceline should warn customers that some hotels might charge additional fees to get a two bdrm.
David of Eden Prairie, MN (05/26/08)
I made an offer on a 4-star hotel in Paris for 9 nights. The going rates were around $400 and I bid $200. I clearly selected 4-star and the contract screen said 4 star. The bid came back accepted but it was for a terrible 3 star hotel at a rate of $40 higher than what I could directly book for the hotel.
I immediately contacted priceline through phone and email. They would do nothing. I immediately disputed the charges with the credit card and the credit card company reversed the authorization. I contacted priceline to inform them they are not authorized to charge my card for any reason. The next day they charged my card for $2000. I am now disputing with credit card company and I have filed a complaint with the Minnesota Attorney General's Office.
Chris of San Diego CA (04/30/08)
I was checking priceline.com for days trying to get the best deal on a flight to Kauai. Finally Priceline accepted my offer and when I received my flight information I noticed that they had booked me to the wrong island in Hawaii. I figured it was just a mistake so I called with my reservation number and was able to speak with someone and they refunded my ticket price minus the $230 cancellation fee. Even though they had made the mistake I was being charged a fee but the lady explained to me that she would send me an email on how to rebook my flight and get the cancellation fee reversed.
So when I received the email telling me how to rebook my flight I noticed that the terms for rebooking and getting back your cancellation fee where I had to rebook to the same island. So at this point I'm getting a bit annoyed because that was the whole problem to begin with and when I tried to call back and explain this, my original reservation number had been cancelled so there was no possible way to get to a live person. See you need an actual reservation number to speak with someone so without you are dead and forced to move to an email contact. Within 24 hours someone had contacted me by email and gave me a new reservation number to call in and speak with someone.
I called and spoke with someone and they explained that there is nothing they can do so I would have to speak with another person in customer relations, well after waiting on hold for over an hour the line goes dead. At this point I'm really mad and starting to think that this is a scam. I mean hear I am trying to fix a mistake that they made and now Priceline is stealing money from me and refusing to deal with it. I call back and they transfer me to customer relations and after holding on the phone again I get disconnected. I call back in and Im ready to go absolutely crazy on the first person that answers the phone but I start off by explaining that I know its not your fault but Im pissed off big time. He tells me that he can't do anything and will have to transfer me but I refuse to let him saying that there is no customer relations and that Priceline is scamming money from me.
After at least 20 minutes of yelling back and forth I make him hold on the line until he connects me personally with customer relations. Now I'm talking to a person who could care even less about me then the first guy and says there is nothing he can do and hangs up on me! Priceline had worn me down - after the yelling and waiting and becoming a person I hate I gave up and let them have the money. This is a lot of money to me but the effort was making me sick. Just so everyone knows how much of a scam this was, the island that Priceline booked me to - I don't even know how to spell.
Priceline made $230 from me for their mistake.
Dale of Lake Charles LA (04/30/08)
On 04-15-08 after I cancelled a reservation through Priceline.com, I received an e-mail confirmation on the cancellation and notice that I would receive my refund less a $25.00 cancellation fee withing 5-10 days. On 04-29-08 I call to inquire about the staus of my refund. I was assured that I would receive my refund by noon that day, and was advised that if this did not happen, that I was to call back later.
I waited until 04-30-08 and checked account and found that no refund had been received. So I called and was told that whomever gave me information about the refund being made at noon the previous day was incorrect and that it takes one or two billing cycles to receive refunds, contrary altogether to the e-mail of 04-015-08.
I feel cheated and my money is being held up for some interest bearing account.
Dale of Lake Charles LA (04/30/08)
On 04-15-08 after I cancelled a reservation through Priceline.com, I received an e-mail confirmation on the cancellation and notice that I would receive my refund less a $25.00 cancellation fee withing 5-10 days. On 04-29-08 I call to inquire about the staus of my refund. I was assured that I would receive my refund by noon that day, and was advised that if this did not happen, that I was to call back later.
I waited until 04-30-08 and checked account and found that no refund had been received. So I called and was told that whomever gave me information about the refund being made at noon the previous day was incorrect and that it takes one or two billing cycles to receive refunds, contrary altogether to the e-mail of 04-015-08.
I feel cheated and my money is being held up for some interest bearing account.
Donald of Perrysburg OH (04/30/08)
This was my first and last experience with Priceline. I booked a one night hotel stay through them for the Holdiay Inn Express in Milford Ohio. I did not bid on the room but accepted that the rate Priceline was offering was the best rate (They have a Best Price Guarantee). After making my reservation my plans changed and I needed an additional night.
I called the hotel directly and was gived a price that was $35 less per night than what I paid Priceline. The lower rate did not include any other forms of discounts such as AAA. The employee I spoke with (Eric) at the Holiday Inn informed me that the price he offered was their standard rate. I contacted Priceline under their Best Price Guarantee and they refused to refund the difference.
I paid 54% MORE for my room through Priceline than I would have paid by calling the hotel directly
Heather of Kahului HI (04/25/08)
I had previously booked a car rental on priceline.com. A friend referred them to me and got quite the deal. So I signed up and got a car for a deal too. So I figured since I got such a great deal with a car rental I may as well try a hotel room. Please note that this is all on the same island.So I enter all the information and what not, than it says to select areas with a button that named 4 different cities on the island. Not once stating what exact property it was booking. So i click next and it books my hotel room automatically. In the same city that I live in. 10 minutes away to be exact. Now tell me why would I want a hotel room 10 minutes away from my house?
So I called and wrote several emails and they basically told me sorry too bad. Pay more attention next time and even forwarded my a copy of my contract that I initialled that stated the other 3 cities that they were searching for rooms in. None the less I am now stuck paying $130 for a hotel room 10 minutes away from .me.
Michael of Methuen MA (04/22/08)
This is a follow-on to my previous posting and corroborates the account of Michael of Orlando FL - 04/09/08. It seems that we have had the exact same experience. I was also using the Safari browser on a Mac, and had the Priceline web site apparently read my 4-star request as a 2-star request. This was in fact what I had suggested to the Priceline customer service center as being the likely issue. (I have seen enough browser incompatibilities over the years to recognize this as a very plausible culprit.) Unfortunately, their response, quite literally, was we never have technical issues. Several more phone calls and e-mails to corporate services resulted in their continued response being that they never have technical issues, but they would let me retry to book a 4-star hotel, for a $25 processing fee, with no guarantee that my bid would be accepted.
At 8 PM on the night of my reservation, as I was walking to the hotel (which I really did need for that night), I got a phone call from Priceline saying that they had investigated the matter, and surprise!, there was a technical issue on their end, and my story was indeed correct. They would graciously cancel my hotel reservation and give me a refund, for no fee. Unfortunately, that was a little late for me to rebook anything, so I declined, and continued to the hotel. I wrote again to corporate services, and suggested that a $30 refund would be in order (to bring my paid price down to 50% of a typical 3-star hotel in the area), especially given the very late notice they gave me about canceling my reservation. Corporate services wrote back saying that they considered the matter to be settled. I then wrote the MA Attorney Generals office, who (very quickly, thank you) sent a complaint letter on my behalf. I now have been given a 100% refund by Priceline. So, the moral seems to be, keep complaining up the chain, and contact your state's AG office. And if some enterprising lawyers out their want to investigate this further, I think their is a class action lawsuit just waiting to happen here.
Ruth of Crossville TN (04/06/08)
I went online late on March 13 to try to find 2 economy airline tickets. After several rounds of me naming my own price, Priceline named the price for me. After all this and initialing the box I realized I had entered in the wrong date to travel. I Immediately e-mailed and called them to tell them of the mistake. I didn't want to cancel, only change the date so I could travel on the date I needed to. They said tough luck, that I should have been more careful. I even quoted from the web page in the contract that they were non-refundable, but it also said that some airlines will allow you to change your tickets prior to actual travel date.
One CS rep suggested that I put them on e-bay, which I immediately caught, and told her that she had just told me they were non-refundable, non-transferrable, and non-changable how could I put them on e-bay. All of the Priceline reps were very uncaring and inconsiderate and unhelpful to me. I lost $500.00 on those tickets, not getting any help from them. Good grief, you can pay a million for a new home, and they give you 3 days to change the contract or cancel, what's with priceline? I found tickets directly from AA cheaper, should have gone with them first. I won't use Priceline ever again, and will tell everyone else about my experience so they won't use them either.
My credit card was charged with $484.23 for 2 airline tickets that I cannot use. Priceline would not help in any way to allow me to use them, so I lost my money. $484 is a lot of money if you don't have any.
Rhoda of Marion OH (03/30/08)
On Tuesday, March 18, I put in a bid for two airline tickets from Columbus, Ohio to San Diego, California at $200.00 a ticket. Priceline came back saying they could not find tickets for that price but if I could increase it to $266.15 per ticket ($532.30 total) they could get them. I immediately clicked on 'Buy My Tickets' now and they immediately came back asking if I could increase it to $274.15 per ticket ($548.30 total). However I could not get the tickets because Priceline had already put a hold on my bank account for the $532.30. Priceline did not authorize the release of this hold until March 22.
I made numerous calls and got NO help. I talked to Leticia and Lakisha (CUSTOMER CARE SPECIALIST) and they passed me off to Alexandria (very rude I might add) and Ashley, who was like talking to a robot. No one could help and Alexandria informed me that her supervisor does not talk to customers. I bought tickets the other day through NWA for $309 a piece. Quite a bit higher than Priceline's price but I was afraid to try Priceline again for fear my money would be held up. How can I have my money held up for four days when I do not have a ticket? It took several phone calls, on my part, for Priceline to send the release number to the bank.
Also, in January, my friend's daughter got tickets to San Diego and on March 11 Priceline charged her bank account $11.99 for some promotion she qualified for. This was without permission. Needless to say, I will never use Priceline again and will urge others not to. I would like a response concerning what a SPECIALIST Can Do, and why Priceline can hold up people's money when no purchase has been made. We are not wealthy people and this incident almost made us miss our trip. I have been searching for Priceline's address so I can send them my complaint but so far have had no luck. Priceline.com will not take my complaint.
Because of the rapid increase in airline prices we were almost unable to get ticket because of the hold on our money.
Cherie of Palm Coast FL (03/23/08)
I used priceline.com to purchase an airline ticket for my son. Their website is very confusing and I tried multiple times to contact customer service but it was impossible to speak with someone. I used the 'name your own price' and they asked me to raise my offer more! Was quite concerned at this point. But thought it was still a decent price about $30-40 cheaper then our usual (Southwest Airlines). We should have used them. Just thought this was new and it might work well for us.
Anyway, they found a flight and said I would have to accept it with a credit card and then I would get my itinerary. Oh My Gosh! This is the worst flight we could get! I I e-mailed and got a response to call another customer service number where they have people to talk to. And was told basically, too Bad! We are now trying to figure how my son it going to get to the airport at 4:30 am for a 6:00 am departure, and then on his return flight at 5:30am for a 7:00am departure when we live 1 and a half hours away from the airport! This also is taking a day away from us in seeing our son. This is just bad business and very misleading to people on a very personal level. I wish I would've checked out on complaints before I used them. I have learned my lesson, I will not use them again!
Stress, stress, stress, If he can't find a ride to airport, We may have to purchase another flight. With a reputable company!
Leeann of Aurora CO (03/23/08)
We bought a package deal on Priceline, we had trouble with our luggage not coming with us. We have spent the whole day of one of our vacation days in the motel because we had no clothes. It stopped us from going to the beach, and doing all the stuff that we would like to do. So we called the airline and still no luggage. This has been 24hrs now (United Airlines). Every time you call Priceline customer service you get someone from the Philippines or some other country. No one understands what you would like and they put you on hold for several minutes at a time. Then they come back on the phone and say they are going to put you on hold to find options, they come back and say they have no options. When you ask for a supervisor or mgr, they get one and then the supervisor hangs up on you. I will never use Priceline again, for anything. Please go to Expedia if you are looking for a cheap flight.
Steven of Washington DC (03/18/08)
Do you people actually understand what Priceline is? In exchange for the no refunds, no changes, no choice you can get good prices. If you want that, then buy direct. I use them all the time for car rentals in DC, and they are always lower than going direct---Yeah, the fees are high, but they tell you before you commit (at least on the car rentals). It's not their fault you lost your job or got sick or changed your mind.
Yolanda of Stafford VA (03/18/08)
On 3/17/08 I purchased a flight through Priceline's Name-your-own-price from Richmond, VA, to Myrtle Beach, SC. I selected RICHMOND, VA, as my departure city and MYRTLE BEACH,SC, as my destination city; but what I got was a departure from Washington, DC, and a destination of Raleigh Durham, NC--which is THREE HOURS aways from my destination. Neither city (DC nor Raleigh Durham) were chosen as an alternate city of departure or destination. I called the customer service line and was told that there was nothing that I could do or that they could do for me because if I chose any alternates, that they automatically search all airports in or around the surrounding areas and go with the one that accepts the price regardless if you chose that airport or not. I tried explaining to the representative that I DID NOT CHOSE AN ALTERNATE CITY to begin with and wanted to have my itinerary changed to what I selected; but what I was told was that if I wanted to get to Myrtle Beach, I would have to purchase A SECOND TICKET to that destination regardless of the fact that I DID NOT chose the departure/arrival cities given in the first place.
I sent an email to the customer support and was told that I was not dissatisfied with their service when in fact I was VERY DISSATISFIED with their service. They claim that the customer is their number one priority, but in reality, sticking the customer with a travel itinerary that they did not request is their number one priority. I feel victimized because now I have to come out of pocket A SECOND TIME to purchase a ticket that I didn't request in the first place.
Abigail of Chicago IL (03/06/08)
I am a Prius owner who does a lot of city driving. I was shocked at how different my actual mpg was compared to what the sticker says. The dealership told me that in the winter when I have the heat and the headlights on, I wont get as high of an mpg, but I've only been getting about 30 mpg. I've even tried warming the car up and then not turning the heat on, but there's no difference. I feel like I've been mislead. The main reason I bought the car was for the efficient city mileage, and I'm getting exactly the same as what I got with my non-hybrid honda civic.
Allan of Ashburn VA (03/03/08)
The total price includes a 'taxes and fees' line. The taxes and fees were about 50% higher than dealing directly with the rental companies. Very disappointing. SHOP CAREFULLY!
Charles of Rocklin CA (02/27/08)
I put in a bid at $65/day for a car rental (my wife watched) and pressed enter. The screen came back asking me to input my initials that I read their policy, so I did and pressed continue again. I get back an approved bid at $81.00! This was not what I entered! I tried to go back a screen to look at my input, but Priceline had blocked/removed the screen so I could not see it. Further, this price was still $50 higher than the price directly through the car rental company as Priceline had added in hidden fees for taxes and fees. Overall, I was being charged more for dealing with Priceline than going direct, plus it was not my bid! When I called Priceline I was told no refunds, as they accepted my bid and already charged my card. I had to ask for a supervisor. I explained to the Supervisor they changed my bid without my knowledge, and I wanted to cancel.
After going around a few times he finally said he would give me a one-time refund. I said great, that was all I wanted. Then he tells me there is a $40 charge for the cancellation, and I would get my credit back on the card in 7 to 10 days! What a racket this is! How many people do they do this to and are allowed to charge the higher price, because they do not fight back? Then they charge the $40 fee for canceling their bogus reservation, and they gain the float money they make on your card until they finally send through the credit. I mean, they processed the debit in seconds, but it takes days to get a refund processed! These guys are crooks and run a scam as far as I am concerned, and from my experience. Look out when sending out your Bid and be sure it is yours.
This action will cost me $40 for a false order, plus Priceline gets to use my credit card money for 7 to 10 days free. Multiply that out by 1,000's of customers, and how much free money do they make on the float?
Julius of Tampa FL (02/27/08)
I booked a hotel on priceline.com for an upcoming court date in DC. Well, since the defendant was never served his court papers they had to cancel the court date. So I called priceline to cancel my reservation after naming my own price and purchasing the travel insurance--and found out that the only way I could cancel my reservation was if I was dead basically! Now, how can a dead man cancel a reservation? They won't even try to work with you and let you use the money you spent towards a future reservation or anything. So now I'm out $248.00 for a hotel room I won't even occupy, and I tried to cancel my trip a week before I was actually supposed to go. PRICELINE IS A COMPLETE RIP OFF! IT'S A SHAME THAT YOU HAVE TO BE SHOT, STABBED, RUN OVER BY A TRAIN IN ORDER TO RECOVER YOUR MONEY FOR A TRIP YOU CAN'T TAKE.
THE PHYSICAL DAMAGE THAT RESULTED IS I'M OUT $248.00 THAT I COULD HAVE USED ON A FUTURE DATE WITH THEM BUT WON'T BECAUSE OF THESE UNGODLY RULES THEY HAVE.
Gordon of Santa Monica CA (02/09/08)
I am currently furious with the treatment I've received from Priceline. I decided to participate in a Name your own price approach to purchasing a round trip airfare from Los Angeles to Tel Aviv. Before deciding to do so, I read carefully the Priceline policy: Your trip may start any time, from 5 am on your travel dates to as late as 2 am the next day, and may arrive any time on the day after departure. Very well, I wanted to arrive in Tel Aviv by Friday night, and so I sought to purchase a ticket for Thursday (May 1). According to what Priceline had written, a ticket for a May 1 departure should deliver me no later than May 2 to my destination. Or so I thought. The actual arrival of the flight I purchased is on May 3, at 3 am. It happens to be a Saturday, the Jewish Sabbath, a highly undesirable day for travel for me to begin with, but also a day later than Priceline seems to have promised.
My protests have been met with the excuse that the 3 am landing on May 3 will actually take place on May 2, if one ignores the time difference between place of departure and place of arrival. They insist, in other words, that a flight landing on May 3 is REALLY landing on May 2 somewhere in the world, and therefore I must honor the terms of the ticket contract. I say they themselves haven't honored their own terms, but no customer representative I've talked with has yet to acknowledge that fact. Nowhere on the Priceline site have I seen the qualification saying that the arrival time is calculated at the site of departure, rather than at the site of arrival. I don't believe I'll be able to use the ticket as it's written. They won't change it. It cost more than $1600.
Hoof of Los Angeles CA (02/09/08)
I reserved a vehicle through Priceline. I later figured out exactly how far the pick up location was from my hotel. It was 2 hours away! I found another location down the street from my hotel and asked priceline if I could pick up the car from this other location. They said no because I cannot make any changes or cancellations. I told them I understand they have their rules and regulations they have to follow, but they should try to accommodate their customers and resolve their problems. The rep said there was nothing he could do.
I asked to speak to a supervisor or manager and he said that there is none, but he can transfer me to customer support and they would tell me the same thing. The other rep said there was nothing they could do for me and for me to call Avis to try to resolve it. I hung up and called them. They said because I rented it through Priceline, I am contracted with them and only they can make that change. I called back Priceline and talked to another rep who told me the same story. They don't seem to care about their clients, they only care about profits. Is it really such a big thing to ask for? Both party's will still get paid. I'm not canceling anything. I only want to pick up the car from a different location. I know for a fact that I will never use their service and I will make a serious effort to tell everybody how non-professional, how non-customer orientated they are.
Hoof of Los Angeles CA (02/09/08)
I reserved a vehicle through Priceline.
I later figured out exactly how far the pick up location was from my hotel. It was 2 hours away! I found another location down the street from my hotel and asked priceline if I could pick up the car from this other location. They said no because I cannot make any changes or cancellations. I told them I understand they have their rules and regulations they have to follow, but they should try to accomadate their customers and resolve their problems. The rep said there was nothing he could do. I asked to speak to a supervisor or manager and he said that there is none, but he can transfer me to customer support and they would tell me the same thing. The other rep said there was nothing they could do for me and for me to call Avis to try to resolve it.
Sue of Kingston NY (02/08/08)
I lost my job and can no longer attend a trip that I booked in January for April of 2008. I called Priceline as soon as I found out about my job and they sent me a contact number. I got the royal runaround and was told that I was basically out my money unless I wanted to Put the tickets on hold. If I lost my job what makes them think I can afford a flight down the road? I feel they are stealing my money for a service I cannot use.
I lost or will lose my money paid for a flight I was supposed to take months in advance. I was told outright that I cannot get my money back (or even a portion of it). Priceline owns my money and the tickets I am not not going to be able to use.
J of Benton KY (02/06/08)
I purchased two airline tickets 3 weeks prior to a scheduled business trip. Two weeks prior to the flights I was forced to cancel due to illness. I contacted Priceline and let them know and told them I had purchased travel insurance from them when I booked the flights. They gave me a royal runaround and let me know the insurance was with a separate company and was not guaranteed to cover what it had said. After fighting with them for a week it appears I have been taken on their deal.
I paid $400.00 for the two tickets and $60.00 for the insurance in case I had to cancel. I have not been able to get anything from them.
Rose of Cody WY (02/05/08)
Due to the premature births and deaths of my twin grandchildren, I used Priceline.com (for the first time) to try to find airline tickets for the trip from Wyoming to California to attend the services. Since it was to be less than 30 days, I tried to find the least expensive airfare. I opted to try the Name your own price offer on the website. I inadvertently used the wrong date on my return flight and did not realize the error until I had already clicked on the buy my ticket button. I have tried for two days to work with Priceline customer service and its management to make a change to my tickets. I have been stonewalled at every turn. Priceline tells me that essentially, TOO BAD, you should have read the contract that you are now bound by and agreed to by initialing at the bottom of the page. The carrier - United Airlines--refuses to make any changes because they say its an issue between me and Priceline. Messages to Priceline's management pleading for help, have resulted in the same company line...NO Changes can be made!
People who use this site have been called idiots by an employee (see comments from Insider on this site) and based on my experience with their personnel, I can see where this philosophy permeates throughout the organization. I am reconciled to accepting that I have tickets on an airline not of my choosing, but I can see no reason that neither Priceline nor United Airlines is willing to work with me to try to resolve the problem. All I want, at this point, is to change the date of return on my flight.
The damage that has resulted from this horrible experience is that on top of losing our twin grandchildren so suddenly and having to deal with an organization that is unwilling to offer any assistance at all, my husband and I will lose a day's pay because we need to be back to work earlier than the flight allows.
Jennifer of Camarillo CA (01/28/08)
I booked a hotel room through priceline.com, and everything seemed to be in order. My reservation is for Friday, February 1, 2008. On Friday January 25, 2008, exactly one week before the scheduled stay, the hotel caught on fire. Although not the entire hotel was on fire, the fire was severe. Concerned for my safety and health, I contacted priceline.com to see if they could provide me alternate accommodations. The response was you HAVE to stay there. There was nothing that they were willing to do unless the hotel was completely closed. I advised customer service that I am truly concerned for my safety as well as the safety of my guest. In addition, I suffer from respiratory issue, and the smoke filtering through the hotel vents may be hazardous to my health. They still said that my reservation was restricted and there's nothing they can do...or are willing to do. I even tried asking for the credit to use at a future date but was also denied. I requested my situation to be escalated and was also denied. The company is not wiling to provide any type of assistance in this matter. I have called them on several occasions and have received the same response each time.
Now, I will be charged for the full amount of the hotel and will not be using it because of safety issues. If I were to stay at the hotel, I would be endangering my life as well as anyone who will be staying with me. This is not acceptable.
Erin of Valrico FL (01/23/08)
I purchased a car rental from Priceline, with express direction that the car rental company had to be in terminal, since I had an extremely early flight. Priceline hooked me up with Alamo. I went to the airport yesterday to pick up the car before my flight this morning. There is no Alamo location at the Tampa airport, although my contract states in terminal. I took a half hour ride in a shuttle to get to Alamo. I called priceline from the Alamo office, and after talking on my cell phone, and speaking with Alamo reps, it seems that this deceptive practice is routinely used, and many people complain. It sounds like it may be Alamo's practice, not Priceline's, but they are both deceptive if Priceline is aware and has not changed their information. I took the bus back to the airport and rented a car from Dollar. Unfortunately, I lost the money Priceline had immediately taken from my credit card. One of the big problems with the Alamo location is that I have absolutley no idea how to find it to take the car back, and with a tight flight schedule there is no room for error. I have used Priceline in the past, semisuccessfully, but never again. They are quick to apply charges and take your money, but you may as well kiss it goodbye. Both the Alamo and Priceline people were less than helpful, saying, tough luck, you pay.
I had to rent a car from another agency, and will never see arfund for the Alamo car I did not get.
Sm of Floral Park NY (01/20/08)
Priceline cannot be trusted. A few weeks ago they processed a charge against my account despite the fact that an incorrect security code was provided to their website by an unauthorized user. Priceline claims it does not historically save your security code. The fact is they tried twice to process this charge against my credit card, once unsuccessfully. They then apparently searched my record of purchases, found my security code, and supplied it to American Express without my authorization. On many phone calls, they finally told me they will on occasion process a charge without a correct security code, but also told me they would not tell me what those circumstances are. This is criminal behavior, and Priceline must be avoided.
I ended up paying $600 for a hotel room I neither ordered or wanted.
John of Sacramento CA (01/17/08)
I wanted 1 roundtrip ticket to Virginia. I did not know that just because I was looking, I'm locked in. First they book me on a return flight that I could not use. I finally was able to change at a cost of $30 even though I contacted them no more than 1 min after I made the reservation. Then they charged for a rental car I didn't want, no way around that, so I'm stuck with it. Then Priceline and American Airlines charged me for the same ticket. $250 per roundtrip ticket from each company!
I'm not giving up! I will call all day everyday if I have to. I can't afford this.
Paul of Elmer NJ (01/13/08)
One wrong click and you are locked in; this is a bad way to do business.
Until now I've suffered from Priceline only heartache and angst! Do we really have to deal with computer ripoffs instead of real live people?
Casey of Columbus OH (01/09/08)
I just wanted to send along some info about Priceline. I worked in their customer service department for two years while I was in school and the first thing people should realize is the customer service is not Priceline, but a call center that sells its services to Priceline. You are given scripts to read from based on the customer's issue. Basically, most scripts all lead to the same answer: no. I would argue with supervisors and higher ups on behalf of those who I felt truly deserved a refund or some sort of real assistance and was always given the same answer I had to give: no.
Most people would save themselves a lot of hassle if they would read the important information (it's five bullet points, people) but in the case of true emergencies that you are unable to plan for, the higher ups at Priceline do not really care.
Tips: 1) Do NOT buy the travel insurance: it is through an outside insurance agency who will NOT give you a refund without making you jump through 20 hoops. For instance, if you've had a death in the family most of the time it has to be an immediate family member and they require the death certificate and notes from their attending doctor, among other things. 2) Do not bid on hotels lower than 3 star. The NYOP is a cool feature that I've used and had good luck with; but when you are allowing them to choose your hotel for you don't go below a 3 star. You may get a fine hotel...but it's not a risk I would take. 3) If you ask to speak to a supervisor you will not get one. There is a department that is for escalation and their response is going to be the exact same as the customer service rep's response -- only in a meaner tone. This department will not assist you. For a response that might help (it's a lot of steps) go to the web site, go to the bottom of the screen and click on investor relations then click on management and then the link that asks if you'd like to give feedback to our management team -- this e-mails executive services who is the highest department; I'd suggest going there after speaking to customer service. 3) Be nice to the customer service reps. Trust me, there is nothing they can do beyond what the script dictates. Calls are recorded and they could lose their jobs if they did something outside of what is within the rules. Furthermore, they often don't have access to cancel your reservation -- the system locks them out. Most of them do want to help you...and if they can't, it's not their fault. They are just doing what they have to.
Jim of Delta OH (01/07/08)
After booking thru their service an Icon directs you to an additional discount. Only after responding for the additional discount are you told that you are automatically signed up for their service at a monthly fee which will be automatically deducted from your credit card. Then you are told if you do not want this you simply call their number and cancel. Their auto program has no option to do this and runs you in a circle and eventually drops the call.
Amy of Tiburon CA (12/31/07)
Priceline charged me for a ticket I didn't know I had! I have NO record of the purchase, and I even called to make sure that they hadn't located the flight I was asking for. I received NO communications from them (i.e., itinerary or other email) telling me that I had the reservations. Imagine my surprise when the charges showed up on my credit card statement!
I have been charged a fee (almost $800) that they claim is nonrefundable. I am furious!! How can I expect to pay for something I didn't know I had!
Brinn of New York NY (12/26/07)
I booked two rooms for four nights on Priceline.com for a hotel in Aruba, the day after Christmas. The cost was $4000+ for the length of the stay. Our 6:30 AM flight was canceled at 4:30 AM on the day of our trip. We had to cancel the entire trip because the only next flight we could get was two days later. We called the hotel directly to cancel the hotel, and they let us know that they did not have a cancellation policy. When I talked to Priceline, after being disconnected by their call router 6 times, they told me they were not going to refund the hotel amount. They said $1017 would remain while the rest would be returned.
Rude staff, uncompromising, and a rip off. I believe payment should be made on a good or service; the $50 cancellation charge per room should suffice, but anything beyond that is robbery. We made a $1017 payment for nothing. No goods or services provided. What a scam.
John of Hermann MO (12/26/07)
I booked a hotel through Priceline for two nights in December for my wife and me. The worst ice storm in Oklahoma history hit the state just prior to my trip. I was able to cancel my auto rental with no problem and re-booked my air arrangements with a small penalty; but these were not made with Priceline. When I tried to contact Priceline, my first email received no response. When I was subsequently solicited for my evaluation of the trip by Priceline, I complained about their policy instead. I was given a customer service number to call. When I explained my problem on the phone, I was told there was no solution. So I responded by return email to inform customer service that my complaint was not answered to my satisfaction.
Rakesh M. responded by saying that I initialed their form indicating that I had read their policy statement. I responded: I DID initial your policy document, and if I had arbitrarily changed my plans, I would expect to pay the penalty. However, on December 15 when the metropolis of Oklahoma City was shut down by an ice storm and a quarter of a million customers were without electrical service and there was an expected snowstorm dropping 9 of snow on the day of my check-in, I expected there would be some leniency in your policy. The board meeting I was to attend was canceled as was the multiple real estate visits that had been scheduled. With regard to your travel partners' policies, I did have to pay a 16% penalty to rebook my flight arrangements through Southwest Airlines, which I was willing to do, but I did not suffer a total loss of the original booking as I did with Priceline. |
