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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:

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 October 1, 2008

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 September 21, 2008

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 September 20, 2008

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 September 11, 2008

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 September 10, 2008

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