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Priceline

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

Other things to be aware of:

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

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

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

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

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

A few of the most recent complaints:

Tom of Edmonds, WA January 31, 2009

Tom of Edmonds WA (01/31/09)
Priceline rejected a bid I made via their network site. I made another bid and was accepted. Later my email showed TWO acceptances but no rejections. Usually you do not check email between bids. Interestingly,these transactions happened simultaneously which leads me to believe that somehow the first rejection was later accepted while I was placing another bid causing me to be billed twice.

Do not complain by email. I got no reply. By phone I talked to people in the Phillipines whose main goal was to reject any field goal attempts or provide any restitution. I have used Priceline hundreds of times. This is the first time this has happened. I believe it was a computer glitch of some sort because it said I had bid already when I had just logged on. Something is very fishy.

Am paying twice for 6 days in SF because they have refused to cancel the first bid that they initially rejected, and are insisting on payment for both accepted bids - accepted at the same moment.

Bill of Las Vegas, NV January 23, 2009

Bill of Las Vegas NV (01/23/09)
In Oct 2008 I requested a flight to Indianapolis, Ind. As is their policy I had to give them a Valid credit card which I did. I made an offer on a flight and they responded by say that the price was too low and asked me to increase my bid, which I did not. I booked with another airline. However when I recieved my credit card statment there was the charge to Priceline, I never recieved a conformation from them. they refuse tocredit this back on my card, as a result I am taking them to small claims court to recover my cost. I would never do business with these people again.

Joyce of Wells, ME January 20, 2009

Joyce of Wells ME (01/20/09)
Unfortunately, for the first time I booked a flight with Priceline. I purchased the cancellation insurance for each traveler. I have to cancel our trip due to my husband loosing his job. I had no problem cancelling the hotel with Expedia but Priceline says that I had to call AIG. AIG is the insurance company that carried the insurance. I was informed that cancellations were not for business or pleasure. WHAT! What else is there. I was told that it was only for such things as a death, or natural disaster. That is obsurd.

This is the most expensive trip that we have ever planned for our 20th anniversary. We planned on going to Bermuda. It is bad enough that we cannot go due to my husband loosing his job but to be told that we cannot get our money back is just wrong. Our trip was for May 1, 2009. I am giving more than enough time to cancel. I will be calling my credit card company tomorrow to dispute the charge and hope that I have better luck with them than I am having with either Priceline or AIG.

I understand policies, but I was led to believe that I was paying @29.00 per person to protect us in case we could not take the trip, which is the case. I am sure that I am not the only one to be discusted with the customer service at both Priceline and AIG. If yuou can help me in any way I would appreciate it, otherwise wish me luck.

With my husband loosing his job, we can not afford to pay 820.00 for airline tickets that we can not use. He works in the Auto industry and that industry is not expected to pick up for quit a while. With onlyh one income it will be hard to pay on another credit card woth an 820.00 balance. Not to mention that it will be a painful reminder that we can not even take the trip but have to pay for the flight anyway.

B. of Wilmington, NC January 4, 2009

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 December 20, 2008

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!!!

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