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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:

Miriam of Upland, CA September 1, 2008

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 August 29, 2008

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 August 29, 2008

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 August 28, 2008

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 August 28, 2008

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

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