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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:

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 September 9, 2008

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 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

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