Complain about a product or service

Priceline

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:

Scott of Longmont, CO September 4, 2010

I attempted to book airfare and car rental to Florida to collect my 86 year old fathers belongings and bring them back home to him. When I clicked to confirm airfare and car rental the website confirmed the airfare had been booked and paid for Total 577.20. No confirmation of car rental as requested. It offered me to book the car rental again. The next screen said the car rental request was not accepted, Again. Another rental screen popped up and attempted to rent yet again, I did so and this time it was confirmed and I paid 124.29.

When I reviewed the email receipts Priceline charged me 715.47 for airfare and a car rental in a single transaction and a separate email receipt for ANOTHER car rental for 124.29. In the confirmation process for my original airfare and car rental the website led me to believe that the car rental had not been approved and immediately popped up a screen for renting a car. This was quite obviously deliberate processing glitch to cause one to believe they did not rent a car and book a second rental.

I called customer service twice and was told by a robotic person who obviously didn't understand English syntax that the reservation could not be cancelled. I asked for a supervisor and was told to call back during business hours. I called back next day and got to a supervisor and was read the same drivel back to me as from the first two service reps. I was told to mail in a complaint. By the time the complaint would be received let alone read my reservation and trip would be over. I'm sure they would say I missed my reservation and you're out tough luck.

I called Alamo car rental and was told Priceline owned the reservation not me and they could not cancel either car reservation. I cannot use two cars at one time. They said when I no showed on one of the cars the reservation would automatically cancel and they would not get paid by priceline and that priceline would have to issue me a refund. I called priceline yet again and was assured yet once again I would not receive any such refund.

Anton of Cambridge, MA August 24, 2010

I booked a flight with Priceline and didn't realize that by the time they sent me the itinerary they had changed the departure date from what I requested. By the time I detected this discrepancy it was too late; I "missed" the flight. I called their customer service number and when the woman finally came online and asked me for my information she kept on saying "Hello, hello, I can't hear you. Sorry but I am going to have to end this call since I am unable to hear you." Then she put down the phone.

I then called another customer service number that I got from another website site and was able to speak to someone. He said there is nothing that can be done since the date I selected for departure was the date they had given me which I know is not the case. I cannot get a refund for my flight. I will never use Priceline again and I will strongly advise anyone considering using it not to. They are deceitful. Unable to be refunded 309.

Patricia of Santa Cruz, CA August 18, 2010

I lost my atm card and my address book while traveling on vacation. I reported the card missing to my bank. Later that day I received an email from Priceline that stated I had a car reserved in my name. The fees had been charged to my atm card. I immediately called Priceline to say that I had not made this rental car reservation and that it had been charged to a lost or stolen card.. I asked them to please cancel the car reservation and return my money. They refused to cancel the reservation and refused to refund my money. There was nothing I could do.

I tried to speak to the highest person on their totem pole and no one would help me with the situation. They said their car resrvations were all non refundable even if it was a bogus reservation and no one was going to actually rent a car. They have ruined my reservation and I am in shock. This is just greed and miserly customer service. I will have to go through a lengthy and time consuming fraud dispute through my bank in order to try and get my money returned to me.

I was supposed to be on an enjoyable vacation now I am distraught and stressed out. They have taken 610.34 out of my bank account and I was needin that for my vacation. Now I will be cash poor durin my vacation. I will have to take time out from my vacation to find a fax machine, write up all the letters etc that my bank will need to follow up with the fraud report, fax the papers etc. All This company needed to do was simple cancel the car rental. I called them immediatley as soon as I got their email about the reservation.

JHN of Saunderstown, RI August 14, 2010

I was a new user of Priceline and WILL NEVER AGAIN use them. The short story is that I purchased a prepaid hotel room for 7 nights at Howard Johnsons. When I arrived, my room had been sold out-from-under-me despite assurances from Priceline that the room was guaranteed for late arrival. I slept in the car since everything else was sold out. I stayed at the hotel for the remaining 6 nights but Howard Johnsons refused to refund the first night's room rate saying since I paid Priceline, I had to get the refund from Priceline. Likewise, Priceline refused to refund the first nights room cost saying it was up to Howard Johnsons whether or not I would get a refund. I read all the contract fine print and Priceline should have stood behind the refund, not passed the blame to Howard Johnsons. Priceline customer service was a joke. Got the run a round. Ignorant and ill-informed representatives. In the end, ignore Priceline. It's not worth the terrible hassle and worse customer treatment. Pass on Howard Johnsons too.

Susan of Wilmington, NC August 12, 2010

On August 8th you will see my complaint I submitted about Priceline, processing an airline ticket that I never accepted. I had spoke with a young man at priceline and requested he send a note to my bank that the ticket had been cancelled so that my bank could remove the 615.05 hold on my money. This nice young man sent the fax at that moment and my credit union removed the hold and placed the funds back in my account. 8 hours later Priceoline took the full 615.05 out of my account again as an ACH withdraw. I went into the bank and took my letter of proof that the flight was cancelled due to error and the bank also had the letter that was faxed to them stating the same. So, I had to file a complaint and my bank has to go after the proper authorities to get my money back and this could take several weeks.

Well, it gets worse. Tonight, I was checking my bank account and you will not believe this!!! They now have taken an additional 100 out of my account. Now totalling 715.05. I am not a wealthy person and as I wait for the money to be refunded to me (if and when) I cannot book my ticket for the flight I had planned to take on Sept. 3rd. This is the worst feeling in the world. If anyone can offer any advise as to what I should do next, please let me know! I sent Priceline an email since they could not help me on the phone requesting an immediate refund. This is the biggest nightmare. Please don't ever search for a flight with anyone that ask for your credit card up front.

Susan of Wilmington, NC August 8, 2010

Today was the first time I have ever felt "helpless"!! I was trying to find the cheapest price for airline tickets to see my new grandchld in Maui, HI. I went to Priceline and entered all my information and started my price bidding. The website gave me several options, such as different airports or different travel dates. None of those were acceptable, so I hit try search again, still not good made a different bid and tried again. At this time it listed an airport 3 hrs away or I could change my dates. I hit the tab to try seach again, when it HAPPENED!!! It flashed on the screen that my reservation was completed and a comfirmation would be sent to my email address with my iteniary. I would have never accepted a flight from an airport 3 hrs away.

So,I immediately found there toll free number and called. I was told that it was nothing they could do that my reservations were made. I explained very nicely that I never clicked accept ticket, I was still shopping. Once again, they kept repeating I initialed that I would accept when I entered my information. I pleaded with them to please help me out that I could not afford to drive 3hrs when I could fly from my airport 15mins from my home. Still, like a robot... I heard the spill again. She said they could grant me a partial refund, but they would need to keep 100 plus 7.96 processing fee plus I had purchased 16. insurance. I told her I felt this was a scam and I'd like to speak with the supervisor. Finally she did transfer me, but it was like I was talking to the same person again. I became frantic. I told her I would book with them if they would make an exception and just switch the airport. Because I was 110% positive that I did not accept those reservations. She said I accepted those reservations when I signed on, that I agreed to accept what they chose for me. We could process my cancellation and when I rebooked my flight from my local airport I could then file a request for 70 of the 100 to be refunded, but that could take 5 to 10 days to show up on my account.

After reading the complaints today of others, I think it is probably best I just swollow my pride and loss out on the 100 plus the 16 and 7.96. Because it sounds like I could lose more than that if they screw up my next reservations. They had immediately taken the funds from my credit card and as of 8 hours later I do not see a refund listed. My family could not afford for all three of us to go to Hawaii, so we had to make arrangements to afford for me to go and now I am out of money, because of a clitch in the computer! I plan on sending a complaint to my local media and the FCC.

Larry of Kokomo, IN August 7, 2010

I booked a flight in May 2010 to Las Vegas for myself and four others through Priceline. In February 2010, Priceline notified me via email my outgoing flight was changed, however, they did not follow through and actually get our tickets changed to the new airline. When I tried to go online the night before to book seats, I found Delta had no record I was supposed to fly with them. I again called Priceline that night and after at least one hour, was told the situation was resolved.

The next morning, we got to the airport and Delta informed me Priceline had not fixed the problem. I called Priceline at the gate and was told their computers were down. By the time the computers came up, it was too late to board the plane. The five of us finally found a flight nine hours later with Southwest. Priceline was also not helpful in booking any other flights that day, we had to do it ourselves.

I have asked Priceline for the difference in the refunded outgoing tickets and the Southwest tickets. The Southwest tickets were more expensive since we had to book them at the last minute. After returning, I have tried to get Priceline to refund this difference. I did not even ask them for the lost day in Vegas and some small expenses we incurred by not flying out in the morning. Priceline's response to my request has been as follows: Not returning calls when promised. Nobody willing to give me their name or phone number. Taking no responsibility for their screw up, but not being willing to ever tell me why they aren't liable.

IN my opinion, I paid them the cost for the tickets and they are responsible if something goes wrong, especially since they not only messed up initially, but also the night before when I found out they had not transferred out tickets to Delta. The Southwest tickets cost 2,188.50. I did receive a refund for the outgoing Delta flights of 638.50, thus was out 1,550. The other small expenses were an extra parking ticket at the airport and gas because we decided to drive back to home,then back to the airport so we didn't have to spend nine hours at the airport. I am not sure about the unquantifiable charge for getting to Vegas nine hours later than expected.

James of Brooklyn, NY August 6, 2010

I used PRICELINE.COM to book a reservation at the Trump Taj Mahal, Atlantic City, NJ, from August 9 through August 12, 2010. Later, I tried to extend my reservation by one day, changing my stay from 8/8/10 through 8/12/10. I was told by a PRICELINE.COM rep to use the internet to extend my stay. I attempted to do so, but inadvertently made the reservation for a different hotel. I immediately contacted PRICELINE.COM to inform them of my error and to assist me in making the proper change. They refused. After several phone calls back and forth, PRICELINE.COM says I will be billed 359.00, depite the fact that the charge is for a hotel room I will not be staying in.

Deborah of Philadelphia, PA August 6, 2010

PLease note I made an error. My previous complaint indicated travelocity to be the online service. I meant Priceline. the hotel was Savanah SUites in Cheesepeak , VA

Deborah of Philadelphia, PA August 6, 2010

We booked a hotel at 6 pm (online). Drove to it and 45 minutes later arrived at a less than desirable pay by the week hotel (we accept EBT and all that Jazz). Once we noticed it was not family friendly (15 minutes later), it was dirty, and nothing worked, and I could smell alcohol on the man without shoes and shirt standing next to me in line. I waited in line for 1 hours to speak to the manager. He tended to the slew of complaints others were having (I need toilet paper, or my TV does not work, or my internet is down). We politely asked to leave. I explained that I had just buried my grandmother and needed a quiet and clean place to sleep. Manager said he would refund. Travelocity kept our 70.

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.

Back to the top |