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Priceline

Priceline • Air Travel • Wrong Airport! • Cruises • Hotels • Rental Cars • Compassion Policies • Cancellation Insurance • Disputed Charges • Defenders • Insider's View --- • Priceline Faces Class Action Suits

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:

Christine of Stanley, NC October 17, 2008

I booked a fight, hotel, & car through Priceline.com. I booked them on 9/15 for a trip to begin 9/26 and return date of 10/6. On 9/25 my 6 yr old daughter suffered from her first seizure. I contacted her Dr ...needless to say numerous tests were then scheduled. I canceled my trip the evening of 9/25 (day before planned departure)

I was told I would receive NO MONEY AT ALL back on the flight. I was not happy about that, but if that's the rules then ok. I have copied what I received when canceling the rental car. "Your Reservation Is Canceled. Your rental car reservation has been successfully canceled. Please note your cancellation confirmation number below. If you need further assistance with this reservation, please call one of our customer service representatives at 1-888-. You will need the following confirmation number and the phone number you used to submit your reservation...."

I dialed the #, put in my number, and recording told me I would receive a refund 10-14 business days. Again, not happy, but OK. 10/16 still no refund, I called automated # and still was given the same info. I contacted my bank...still no refund. I scoured the internet looking for a # for a human to talk to.

After about 30 minutes on hold I am now able to speak to someone. I am told, nothing can be done about the plane ticket and Nothing can be done about the car rental...their "policy". I asked to speak with a supervisor, explained the whole story and again was told the same thing. The so called supervisor claims I made a reservation for ...get this... 2 cars (funny how I was only charged for one) I asked to speak with her supervisor and she begins to give me an address on where I can write a letter.

I don't understand how this company can just TAKE 450.00 from me when they have provided me with no services. They kept my money 217.50 for airplane ticket & 226.41 for the rental car... (never charged for the hotel room?) I will NEVER use them again! I will tell everyone I know DON'T USE PRICELINE.COM! BAD BUSINESS! My daughter underwent, 2 EEG's and a MRI that week. I have Dr notes. and she was put on meds for epilepsy that week.

Karen of Los Angeles, CA October 15, 2008

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 October 12, 2008

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 October 6, 2008

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 October 3, 2008

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 October 2, 2008

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