Complain about a product or service

Priceline

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.

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:

Kathleen of Portland, ME November 1, 2009

reserved a rental car through priceline.com with my debit card on line. Lost internet connection as transaction was completing. Called to cancel within one minute and was told no refunds. They have taken 282.44 from my checking account and will not give it back. I never picked up car wanted my funds put back into my checking account. I am elderly, disabled and this was 50% of my monthly income and need this money. I was going to see my sister who is sick. How can they do this????? If I had taken their car without paying for it I would be chjarged with "THEFT OF SERVICES". What is it called when it is reversed - it has to be illegal. The name of the rental car company that they made the reservation with is Avis at Portland Maine Jetport, in Portland, Maine, no telephone number provided. I talked to about 6 different people and got "the run around".

steve of milltown, NJ October 21, 2009

Purchased 4 tickets and insurance online then called and said I had hit the wrong button need to change my departure time. They said they couldn't change it so they would cancel my tickets and I could re-book. They said they would refund eveything but insuurance now its less then 5 minutes and i'm out 64.00 for 4 tickets. They said i didn't read the small print and refused to give me any type of credit so I would re-book. Well you just lost another customer. Never again hope you go out of business

H. of Collierville, TN October 13, 2009

After exhausting all searches on line for a great price on hotel rooms in Orlando, I decided to give Priceline.Com a try. Buyer beware...from now on I will read any comments about a company that starts their website with the no refund, no exchange policy. I went to their website just like I had done with Hotel.Com, Expedia, ect. I was looking for a deal and unfortunately, received a dud! They are not honest because you have to give your credit card information before you are given a choice of location or hotels. If I wanted to stay 10 miles away from my destination, I would have done that on my own with less hastle. I am stuck with a 4 star hotel 10 miles from where I need to be with no transportation to and from the airport. Also...have to pay 12 a day to park at the Renaissance Hotel. Not to mention, I now have to purchase car rental for at least 33 per day to drive back and forth to where I need to be for 5 days. Don't use Priceline unless you have money to burn and you don't mind getting a room 10 to 20 miles from where you need to be! I am appauld that such a business exists and that they get away with the way ther rip people off. Priceline I will never even look at your website again and I will post this wherever...facebook, Myspace, blog...etc. to warn people about you! YOU SUCK and you are thieves! William Shatner...shame on you for representing such a scam!

Colleen of Oroville, CA October 12, 2009

I received a charge on my credit card from Priceline.com I have never had any dealins with Priceline.com. When I called the 1-800-number listed, I couldn't get past the automated system. I did plan a trip for November, a family vacation, however, I made the arrangements through the hotel. At no time was I aware that I was dealing with Priceline. I was not given any choices, to bid for deals, or anything. There was nothing to indicate that I was going to be charged an additional 25.00. Now I can't get ahold of anyone to give them the chance to make it right.

Patti of Marlboro, MA October 11, 2009

My mother-in-law had to change her reservations due to a family emergency and was told that it would cost her an additional100.00 which she agreed to pay. They never changed her original schedule but re booked her another flight which ended up costing her 369.00 one way. She paid less than that for her round trip ticket and never got any credit from her original return flight home.

When I called to complain they said there was nothing that they could do to help me. I called the airlines direct and they apoligized and said that happens all the time with price line. When I spkoe to price line I didn't understand what he was saying either!!! It sounded to me that the extra cost would be 100.00 but on the other hand he kept saying no,the additional cost would be 369.00. I am in accounting and his math and mine were very different, his lack of english was really a problem and if I knew i was paying that amount of money I would of looked elsewhere... LIVE AND LEARN IF ENGLISH IS LACKING OR CUSTOMER SERVICE IS LOCATED OUT OF THE COUNTRY BE CAREFUL

sanford of NYC, NY October 7, 2009

We booked a hotel room in July 09 and received confirmation. We further called the Hilton Hotel to reconfirm in September and it was reconfirmed.

Then one week before our trip we were cancelled. They gave us only one option- our money back. Their guarantee states they will get us accommodations equal or better. They didn't. We called we e-mailed into their consumer address. All we received was a thank you but we can't help you.

DOESN'T THEIR OWN GUARANTEE MEAN ANYTHING?

SANJEEV of FT WASHINGTON , MD October 6, 2009

We purchased 5 international tickets to India from Priceline.com with British Airways and got confirmation from both, got ticket numbers and itinerary and 4 days later British Airways cancelled our tickets without our consent. Did not give us compensation for cancelling, no option to travel at differnet time or any legitimate and reasonable explanation.

This is big time fraud and we need help. International travel withkids is not something we can keep changing our plans on. When we called the airline, the supervisor was very rude and said, "I can't give you this ticket." No explanation. I am surprised, US officials let such business happen, and let citizens get mistreated like this.

Donald of Las Vegas, NV October 3, 2009

I, too, have had a bad experience with Priceline. I booked a rental car and then found I would have to cancel my trip. I called Priceline within 72 hours from my booking and the closest I got to satisfaction is to file a dispute with my credit card company. After reading others' experiences I don't expect any response.

carlos of greensboro nc, NC September 29, 2009

i bored a flight ticket from the company pricelibe they getme a itinerary completly out of my range so i can use,i call then but they dont want helpme or re inversme my money. i have to get another ticket and i am loosing 343.00 wich is not fear

Tabatha of Bonney Lake , WA September 25, 2009

I booked 3 airline tickets and a hotel throught the priceline website. I had no problem with the airline tickets but a few days after booking the hotel I recieved a phone call from my sister in law saying that my hotel had somehow been charged to their credit card!! When I purchased the flights and the hotel I used the same card for them all. I did not come into any contact with my sister in laws card or number for that matter. I thought to myself well maybe since we go to the same bank we somehow switched cards?

That theory doesn't work either since both of us still have our own cards in our wallets also you have to enter the name on the the card, a billing address and a 3 digit code from the back of the card and I don't know any of those things, true that I do have access to find out her address but don't you think I would remember calling her to ask for it? When I called priceline they kept simply telling me that it wasn't possible and that I must have typed in all of her information!! I WAS THERE!! I have spent over 2000 on this trip, why in the world would I try to steal 158 for a night in a hotel from my own family!!

I had to recieve an embarrassing phone call from my family asking/accusing me of stealing. We are a close family and it truly hurt to even have someone think that I could even possibly steal from them! Priceline kept me on the phone for over 40 minutes telling me that there was no possible way that they could've made such a mistake. I know it sounds weird or crazy and highly unusual... BUT IT DID HAPPEN! I have never even been accused of stealing money from anyone at anytime. What a horrible thing to happen to have someone doubt my integrity. It brought me to tears.

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