Complain about a product or service

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:

Christy of Riverside, CA September 2, 2009

Through Priceline's online 'Name your own Price' I booked a hotel. I made sure that the travel insurance box was NOT checked. However, when I received my receipt, there was an added per night fee of 15.00 for Travel Insurance! I called customer service and after almost 20 minutes of waiting was only coldly informed there was nothing the rep could do.. it was my problem for booking with Priceline!

I wonder how many other have fallen pray to these fraudulent charges... this could really add up! Maybe there should be an investigation and a class action suit in the future. The economic damage was a loss of 45 dollars plus tax that was charged on that 45. Plus I had the emotional ordeal of being treated poorly by customer service. There is nothing worse than a rep saying, 'There is nothing I can do'.

Chris of post falls, ID August 28, 2009

I submitted a request for a 2 plus star hotel in Seattle on August 8, 2009 with Priceline at a high price. They informed me that I won the bid for Red Roof Inn in Sea Tac. When I arrived there was no clerk, the bookkeeper was checking guests in and had no idea what he was doing. The clerk who should have checked us in was running around the parking lot trying to figure out where all of the guests were supposed to park as their parking lot only holds 1/3 of the guests vehicles. I later found out that one guest had all of his things stolen! Anyway, we locate our room only to find mold all over the bathroom floor, in the tub, which was so worn you could see metal showing through, a hole in the ceiling, dust all over, no tables, chairs, smelly sheets, half hung curtain, etc. I asked the bookkeeper if he had more rooms, he informed me that they were fully booked and the room that he gave me was a remolded room. WOW! I called Priceline..worthless individuals who do not give a damn. Red Roof claims if you are not happy they will give you a refund...right...they never returned my call! So I am notifying the attorney general and hope that you will too!

Luisa of Toronto, ON August 28, 2009

This morning I went online at Priceline to book a hotel for my trip to San Francisco in October (11th to 16th) while using their "bid" process. I have used this service before and I do know the policy and the fact that you cannot cancel. However, in error I realized only after I submitted my bid that I had the wrong area in San Francisco. Yes it was my mistake and I have admitted that to everyone.

WITHIN 5 MINUTES of making a reservation I called Priceline's customer service department. Please note I called 5 minutes after. I explained my situation over and over again to several customer services representative, I emailed the executives of this organization many times today. I had one call returned only to indicate that they could not assist me.

Please understand the specifics of my issue. I do not know the city and I am 40 minutes from my meeting on foot. I cannot expense cab fare as I was advised that I must book a hotel within walking distance. And I am a woman alone in a strange city and I want to be close to others attending these meetings. This is now a safety concern. You must understand that this is very very distressing. Priceline continues to tell me that they cannot cancel this reservation.

And to indicate how reasonable I was when I called them I didn't ask for a refund and even agreed to pay any price difference of the hotel when I moved and yet I am getting nowhere. I am not being unreasonable. I know that they have policies, but where is the balance between policy and customer service? No one will help me. And the Executives at Priceline refuse to assist me.

Brian of Irvine, CA August 25, 2009

I purchased (3) tickets on line through Priceline.com. I recently accepted a position in C.A I made reservationsfor my family to fly from Kona Hawaii on 8/26/2009. My daughter became ill withe flu. I purchased travel insurance 16.00 for each ticket, when I spoke to the insurance company(AIG)they told me that a needed aletter from the doctor proving that my daughter had the flu. They also informed me that they would only pay for the portion of the 150.00 per ticket plus and they would pay none of the additional charges on the new retail priced ticket.

I was able to find a flight cheaper than what I paid but then I was informed that I would be paing 150.00 per ticket plus the new retail rates for my new airline tickes. I feel that the trip Insurance is a scam and no one in there customer service could really care at all. I will never book another ticket through them again in my life.Priceline is a joke???

Daniel of Columbia, MO August 24, 2009

I bought an airline ticket, I paid an extra fee of 16 for "Trip Protection" on there web page where you have the option to buy the insurance it lists the advantaged to "Trip Protection" the first thing it list is (copy and pasted from their web site) "Trip Cancellation and Trip Interruption (reimbursement up to the full cost of your trip)"

Their customer service reps quoted me a price of 864 and said they could not apply my flight credit, i then requested a manager a was denied. I then contacted the airline (American Airlines) directly and had the book my new ticket. I had to reschedule my trip and I was still charged a 150 penalty and a 20 service fee, even though I bought the trip insurance. I did this 12 days before the scheduled flight.

Carol of North Miami, FL August 21, 2009

My son purchased a travel package to California. We had to cancel the package due to family illness and other circumstances. I called priceline for my son to cancel and was shifted from one person to another. I was on the phone for 3 days with rude non caring personel. I did however get a refund on the hotel and not even the full amount. I could not get a refund on the airline ticket because it was non refundable and can not transfer it.

I called United Airlines and they said that they were not paid yet for the ticket and the only one who could cancel it was priceline. This is why I was on the phone for 3 days. I then spoke to supervisors and the refund dept at United and they told me that Priceline owns the ticket. There is no compassion with Priceline and it even sickens me to say their name. My son has to pay a 150 fee to change the date and place of travel never to use the ticket again. Priceline could have refunded the ticket less the fee.

Rozlynn of Houston, TX August 7, 2009

When I arrived at my Portland Oregon Destination I was told my rental car reservation was for Portland Maine eventhough I requested Portland Oregon. There were no cars at the agency I was assigned to forcing me to go to another agency and pay 1,000 for a weekly rental. Now I've paid you over 400 to Priceline for the original reservation, and I'm stuck with a 1,000 additional bill. I called their so called customer service department and received automated messages saying no one was available to help me. How can a company not offer customer support when situations go wrong. It would appear Priceline has no human service element built into its operation, it is simply automated. So in the end, I asked my self, why am I responding to their customer service survey when they haven't even responded to my compaint. Is a human reading it... I think not. I am now and will forever be an ex Priceline customer.

Janet of Richmond, WA August 4, 2009

I purchased a vacation package to attend a convention in Reno, NV. I confirmed a 5:30a departure from BWI to Reno arriving at 11:45a. When I received the confirmation the departure time was 5p. The convention starts on 8/24/09 at 9:00 and I have to register and attend sessions that day. I called Priceline and told them my problem. I requested that I be able to change the departure from BWI to RIC (flight leaving at 5:30 on the 24), and that everything else in the package would stay the same. I immediately made the reservation through Priceline and paid 496.58 for two one way tickets to Reno. I later got an email stating that all the air travel had been cancelled and I was to receive a refund of 270 for two roundtrip tickets. Approximately 1600 was taken from my account.

The original package was 1128.28 for two round trip tickets and hotel for 4 nights. Now I have to make another reservation for two one way tickets from Reno at an additonal cost. I was told I was being considered for another 150 refund due to the error. I have checked the cost of the return tickets and it is approximate 500. That will total over 2,000 for a 1100 package that I paid for and did not receive. It would have been cheaper to keep the original package and then purchase additional departure tickets! Thus far I have spoken with at least 6 different representatives who have hung up or disconnected me several times as I try to straighten out this mess. Today I received an email stating I would not receive the 150 refund. I want to know what happend to the package I paid for and where is my money since their error caused this situation.

Sunday, August 2, 2009, prior to the denial of the refund I had advised the last Representative that I would be contacting Consumer Protection. This has been going on since July 14, 2009. My trip is in two weeks and I still do not have tickets for the return trip. I do not believe they have acted in good faith, they simply cancelled my tickets and took my money. I have been harmed because of their misinformation and error.

arvydas of Atlanta, GA July 31, 2009

Over the last two days, I have attempted many times to contact company via phone to resolve an issue that has caused me great distress and financial burden. I used [Priceline] for the first time this month to book a flight home to Lithuania for myself and my daughter. I put in open availability and picked the flight based on price. [They] sent me an itinerary on July 9th. I looked at the email and it clearly states that the departing flight is on Thursday, July 30. That is in fact wrong. The flight booked actually departed on Wednesday, July 29th.

I did check with the airline on Wednesday to confirm my flight and imagine my dismay when they told me that it was departing that afternoon! I frantically rushed to pack, raced across town to get my daughter out of daycare, raced back home when I realized I had left her passport, got back in Atlanta traffic to race to the airport, rushed to find parking and raced inside with my 2 yr old daughter only to miss the flight by 15 minutes. To further add to my stress, I then spent two and a half frustrating hours going back and forth with the airlines and [Priceline] representatives trying to resolve this issue. I was told during the first phone call to go to Delta and see if they could put me on the next flight to New York. Delta basically said it wasn't their fault and they couldn't help me with the problem.

I then called Priceline again and was told for the second time that it was my fault and I was responsible. I again try to talk with the airlines only to be told again it is not their responsibility. So for the third time, I call [Priceline] to try and resolve the issue. Only this time [their] representative actually hangs up on me! I was completely stunned not to mention exhausted as I had been trying to entertain my 2 yr old daughter while all this is happening.

Please explain to me how it is my fault that the departing date on my email CLEARLY states Thursday July 30, 2009? I find this completely unacceptable, confusing and misleading. I have been extremely dissatisfied with [their] response to date and hope [they] will work with me to come to an acceptable resolution. I do not feel that I should have to pay 2,000 for [Priceline's] mistake.

After this incident, I checked with the Better Business Bureau and was dismayed to find that [they] have 1,914 complaints in the last 36 months. I will be adding my experience if this is not resolved. I will also be contacting Visa next week to dispute this charge. I am a small business owner and work very hard to maintain customer service and satisfaction. If I sent someone a statement with erroneous information that ended up costing them 2,000, you can best believe that they would expect me to right the situation and admit to my mistake.

Matt of Frankfort, MI July 23, 2009

They made a car rental reservation for me at one price but the actual price when I get there is 100 more. I call to ask why and they say the reservation price is only an "estimate". I ask why would someone want to use Priceline if the prices are only "estimates" and they're answers were weak.

Report Your Experience
If you've had a bad experience -- or a good one -- with a consumer product or service, we'd like to hear about it. All complaints are reviewed by class action attorneys and are considered for publication on our site. Knowledge is power! Help spread the word. File your consumer report now.

Share		Follow us on Twitter.

Back to the top |