Complain about a product or service

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:

Tommie of Jacksonville, FL July 20, 2009

I was told that their customer service department is open between 9 and 4, EST, Monday through Friday. Otherwise, their calls are routed randomly to the Philippines. I have a feeling that there is nothing that you can do for real. There is no address for this company and there is about 86 complaints for the same thing that happen to me.

Brenmarie of Chester, VA July 10, 2009

I purchased two plane tickets to las vegas by bidding my price through priceline.com. The tickets were to fly with Delta whom Ive had previous problems with. Our flight was said to depart on Monday July 13th, 2009 around 5pm and return on Thursday July 16th 2009. My fiancees brother was also flying to vegas for a business meeting. Which is why we decided to book the trip in the first place. We didnt have to pay for a room because we planned on staying with my fiancees brother.

His flight departed on sunday July 12th 2009 around 7am. His flight was delayed due to mechanical problems. He tried to get on a different flight at a later time but delta was reluctant to do so. After extensive arguing they decided to refund his money thus having to cancel the trip all together, leaving us with two plane tickets to las vegas.

We tried contacting Delta airlines and they said it was out of their hands because we purchased the tickets through a third party so we tried contacting priceline. That proved to be impossible. We have paid a little over 500 for a service we didnt get to use. I would like to get a refund or at least a credit for another date.

Debra of Montevallo, AL July 9, 2009

I tried to book a motel through price line on June 12 for the 13th. I booked Kings Inn in Georgia. Upon arrival about 12:30-1:30 on the 13th. I went to the front desk to check in and was informed by the little black girl behind the counter that there was NO RESERVATION for me. I asked "are you sure" she said yes. She also informed me of the bad storm the night before and that it had knocked out the electricity, Fax and On-line service and that was probably why they had no record. I said ok and left.

Upon receipt of my credit card statement, I notice a charge for this hotel. I e-mail price line and explain the situation. I get a form letter in return, stating that they spoke with Ravi-the manager of the King's Inn, and he says we were a no show, even after I explained what happened to price line, they just automatically believe the manager, (same nationality as the person at price line). I then called the manager myself and spoke with him, I informed him exactly what happened, he then proceeded to ask me what I wanted him to do, I said I want him to refund the cost of the room. He said he would and left it at that. I then re-emailed Price line and told them what the manager had said.

They then e-mailed me again and said that the manager did not speak to me and they were not refunding my hotel cost. I then called this manager again and informed him that I had our conversation recorded on my phone and that I would be contacting my lawyer. I believe that the same nationality of price line person and manager of hotel played a big part in not getting payment.

I informed them that I was there upon numerous occasions and was told that there was NO RESERVATION. I also informed them that if I was going to make up a story it would be better than the one that really happened. I think that the customer service personnel of priceline need to look at the whole picture and fight for the people rather than the big corporations, and I think that they need better customer service personnel. I will never use them again and I will make sure to spread the word.

Brenda of Delta, CO July 7, 2009

My family member bought a car rental and plane ticket package to take her kids to Orlando FL. When she returned the rental car on the booked date she found out that the airline ticket was booked to leave two days prior. The return date on the airline ticket was 2 days before the date for the car rental. Since her return tickets were now no good, she had to buy one way tickets at full price in order to get her and her kids home. The cost to buy three one-way tickets to get home was 3000 and she had to exhaust every penny she had just to get home because the system booked this "package" with two different return dates.

Phillip of Phoenix, AZ July 5, 2009

Where to start! I asked my kids to pick a place they would like to visit during summer break. I expected Hawaii or an amusement park but they picked Cannon Beach, OR. By the way great place recommend it for every one of all ages and very dog friendly. Armed with the destination I immediately went on-line to start searching for places to stay and make travel arraignments. I found a great home on the beach and booked it and started to search Priceline for my airline and car rental. This was my first big mistake for not searching complaints. I am a victim of a great advertising campaign.

I got the tickets and booked the car, filled out their extensive information regarding information about the passengers which I am traveling with my three kids, wife and mother-in-law. My kid’s ages are 4, 14 and 18 and I wanted them to sit together. Priceline adds a note to your reservation which basically says “seats together requested” which basically means you will need to pay the airline a fee to get your seats together but you will not know this until 24 hours prior to take off. I called Priceline and with no compassion they said we can not help you contact the airline. I did so and they said they could not help us we would need to contact Priceline or they could rebook us for 100 per ticket and take control of the reservations. This did not dawn on me until day of travel but when you reserve with Priceline you do not own the ticket they do and you can not make any changes to these tickets without paying out the of the reservation.

I worried about this all the way up to 10:15 a.m. prior to takeoff when I went up to US Airways web site online check-in. I put in all of my reservation information and clicked to the next page and to check on seating to find my entire family were scattered all around the cabin and no seats together unless you wanted to pay an additional 10 per seat. I contacted Priceline and they told me they could not help me I would have to contact the airline to which I did.

I got a just as rude agent on the phone and she basically said if you want these seats together you will need to pat the 10 per seat. Well needless to say 60 dollars later I have my family together. I have never tried Priceline and never will again.

I also have never flown US Airways and again will never fly again. This is not only because of the 10 a seat premium but also for the additional 100 dollars to check my luggage and the rude behavior I experienced on the flight. I fly 20 times a year and have never seen such an unkempt group of flight attendants with attitudes. Don’t ask for a drink that they don’t carry because you will get snapped at. I made the mistake of asking for pink lemonade for my daughter and was snapped at with “we only carry Coca Cola products!”

Well that doesn’t fly with me and I snapped back by saying “how am I supposed to know Coca Cola doesn’t carry pink lemonade!” He responded with “look in the sky magazine this will tell you what we carry” I said “that is way to much work, just give me a coke!” to which I mocked his southern accent which was rude of me but he just got under my skin. I am a little nervous about the flight back and whether or not we will be seated to together but that will have to wait until the end of our vacation.

Avoid these two travel mistakes if you want to have a great travel experience stick with Travelocity or Orbitz. Two tools I have used in the past and have had no issue but I was memorized by the Priceline commercials and the abundance of them. Also never fly US Airways stick with Continental or US West two of the best airlines around. I will never cheat on my normal travel arraignment tools again.

Janet of Newmanstown, PA July 1, 2009

The car rental # 126-757-103-58 was canceled on June 10,2009. THE TRIP WAS SUPPOSED TO BE jUNE 13,2009, but my mother had a stroke and the trip was canceled. It was canceled by way of National rental number who said our car rental was canceled--no problem. We also canceled by computer. I talked to Shannon today from national who said they do not talk to Priceline--that's ridiculous and we should have been told.

When anyone attemps a phone call usinh 888-837-3774--there is never anyone human--only preprogrammed computer info --so no one can make any change to travel plans. I did not use your service this time, I would in the future and have in the past. I need 80.45 returned to my visa, numbers are in your system. I am sorry for the inconvenience , but we did everything by the book.

Rob of Woodstock, GA June 30, 2009

Intended to surprise my wife with a trip to Florida. I purchased the trip insurance so that in case she didnt want to go I could cancel. Meantime, her mother becomes ill and we have to go to Michigan. Her mother was not ill enough to go to the doctor, and had no insurance. Basically, priceline said I had to have a doctor's excuse to cancel, so i would have paid about 200 for my ill mother-in-law to leave the house and go see a doctor so that I could get the 290 back. Priceline is a joke and I would never, ever recommend this website to anyone. They are very misleading about everything they say and do.

mark of Raby, Australia June 26, 2009

When organizing our holiday to the U.S.A. we used a debit mastercard for all our hotels,flights and car hire.One of our bookings was with priceline.com and we used the same debit card to book a rental car in New York.We were instantly charged a sum for collision damage insurance.When arriving at the car rental shop we were told that they didn`t except debit cards.We then had to hire another rental car at a much higher rate.When returning from our holiday I inquired about getting our money reinbursed but were told that it could not be.

mark of Raby, United States June 25, 2009

Booked a car rental for when arriving in New York and were charged a collision damage insurance. When reay to get our car the car company did not except the debit mastercard even though priceline had deducted from this card. This was a setback a further cost we then rental another car from another company.

When asking to be reinbursed I was refused. This is a blatent scam and really puts tourists from visiting again.

Janice of Seattle, WA June 24, 2009

I booked a car rental with Priceline, using the bidding system. I bid 20, then 25/day. It accepted my bid, added the taxes and told me that my total would be 105.00. Then I initialed the agreement knowing I would be paying now to get a better price. The standard price range from others was 32 to 36 /day. When I got to the next page after giving my CC#, they charged me 33/day.

I called and explained what the program had done and they said --we have you signed contract for 33/day.No recourse. I WAS SCAMMED BY Priceline! This had to be programmed in for the program to do this. I know what I saw--they wouldn't have totaled it, if it was not accepted. I am challenging the charge with my bank. Everyone should be warned . DO NOT TRUST Priceline! They could have charged me any amount on the next page, and I would have been on the line for it. They have lost all my business. Please warn the people you care about.

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