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:

Kathleen of Thunder Bay OTHER (06/29/08)
I selected a 3-star hotel through Priceline. I selected the city (Sault Ste. Marie, Canada) and the star-rating and then very carefully clicked on the date that I needed: one night - June 25-26th, 2008. The selection was done by clicking on those dates from their calendar that pops up and then you shade in the date of your arrival and departure. In my case, it was for one night only - June 25th to June 25th.

I carefully watched while the highlighted dates on their pictoral calendar were transferred (by Priceline) into numerical dates (25/06/08 and 26/06/08). I made very sure that all data was correct, then selected CONTINUE to a new screen (and the first screen disappears). Because you are absolutely certain that you have checked that all details are correct (and I am sure they are banking on this) you proceed to enter the next page of information about your name and address and method of payment etc. Then a new page flashes up and you are asked to initial at the end of a long paragraph that you agree to the terms and then click CONTINUE again.

Well, imagine my surprise when my price was accepted for an arrival of June 26th and a departure of June 29th. I KNOW without a doubt that those dates were NOT entered by me and had to have been manipulated by Priceline - either by an accidental computer error or, I suspect, by deliberate fraud. By initialling, you have no recourse but to pay up regardless of who made the error.

With much stress and much time lost, I did insist on speaking to customer service agent - Marco, who read from a prepared script that for this one and only time, they were willing to refund me for two of the three night's charges with the further night's charge to be refunded only if I re-booked with them for the correct date. I would, however, have to pay a penalty fee of $25. I did re-book with them for the correct night, but, this time, my bids were rejected until I had inputted a price for a one-star hotel at a rate of $20 higher than the bid for the original 3-star hotel.

The one-star hotel was old and the beds uncomfortable and not one I would have originally ever bid on. I feel I was scammed from the outset and their Helpline's staff reading from scripts intensified my convictions. This company needs to be taken to task for their poor customer service, but, most of all, investigated for computer scamming. Nothing seems legitimate with this company.

Economic damage: Overpayment for a one-star hotel by at least $30. Unsure if the refund of $72 for the third night of a 3-star hotel on dates I DID NOT select will ever materialize. Out a penalty fee of $25 for an error in dates that Priceline made, not me. I plan to cancel my credit cards and get a new security code based on this shoddy experience.

Debbie of Colonial Heights VA (06/29/08)
First time user with Priceline, I enterered my specifics for 2 tickets from Richmond, VA June 30 anytime after noon to Nashville, TN Iand the return trip on July 5th anytime after noon. The serach came up with several choices with same price and all I had to do was pick the return flight. I found no boxes to check. After taking note of the flight numbers and times of each. I then noticed the Pricline was offering an upgrade for a rental car which I chose. I never selected the chose your own price areas since I was aware that we would have to input a bid for the tickets and that it amy not be accepted.

I was surprised and dismayed when Priceline.com found a carrier but the return flight was earlier than my specification. I immediately called the Customer Help line and was advised that I had selected the chose your own price and that there were not refunds or changes allowed. When I explaned that I had not selected that the Customer Help representative just kept reading from the same prepared script. I then advised her the the carrier would give me a later flight if I have purchased the tickets from them for a charge of $100 why would the not provide the same service. No help. I asked for a superviosr and got the same script response. Even though there website does not fully explain these minor details to the consumer they stand behind it like a wall of legal verbage which allows them ripe customers off.

Due to their refusal to change our flight to a later time cost us the cost of the flights 694.85. And the cost of a Nuerological Doctor's missed appointment fee $250.

Vince of Costa Mesa CA (06/28/08)
I inadvertently booked a $4300. flight with the wrong dates for a vacation. Upon discovering the mistake, I contacted the airline with quick responsive customer service. They did advise me that this would have to be resolved with Priceline but it would not be a major issue on their end considering it was 5 hours from the time I made the purchase. Now dealing with one of the most unprofessional companys I've encountered begins. After going thru their maze of prompts, I was able to get a live person to speak with. He advised me to cancel the flight and rebook it.

Sounds easy- Wrong. They hold on to my $4300. charge me 600 in penalties unless I rebook. I cant rebook without funds. Simple, its done allday long. Credit my account back and I'll rebook and try to recoop my loss, but instead they take 7-14 days to refund while fairs go and they don't loose. When I get refunded if fairs drop it's no benefit for me cause I must match my previous offer or lose 600.

Why can funds be removed from my account in seconds yet they take 7-14 days to put it back when I've been issued a cancellation #. My money should be returned to me in an expedient manner. They're practices do not parallel with consumer protection laws. In my opinion, a company that puts a number up for customer service then make it impossible to talk with anyone is hiding something and are not proud of the service they are providing.

Financial loss. Fair increase on a daily basis and I can only watch as they drag they're feet to reimburse me. They claim it's standard practice in the industry, but when I talk to Wells Fargo they told me a call to Merchant Services could resolve this problem Quickly.They refuse to make it that easy.

Francis of Bolingbrook IL (06/13/08)
I was a first time user of priceline and I tell you that their sales practices are totally apart from consumer protection laws of this country. Their contract is brief but vague. I attempted to bid for a hotel and one hotel accepted my offer. Priceline booked the hotel before I can view which hotel accepted the offer.

Totally a disappointing experience for a first time customer. What's even more frustrating is that there was no service in customer service. I felt that the customer care rep was just reading the disclaimer and apology letter to me. No effort was made because of a descriminatory policy meant to protect priceline only. I've bid online before and never faced this kind of stonewalling before. It seems like a legitimate con operation. Law-makers should look into priceline practices.

I have to accept losing $260+ because I was totally disappointed of not being able to make a final deceision on the bid process.

Judy of Redwood City CA (06/12/08)
I purchased travel insurance thru Priceline and was unable to travel due to a medical emergency. The problems began immediately. Priceline/AIG does not provide a policy number so a lot of tims is wasted tryng to confirm coverage. I submitted everything they asked for early Jan 2008.

When I called for the status of my claim in Feb I was sent a letter asking for a 3 month history or letter from my doctor stating this was not a preexisting condition. If they had read the first information they requested they would know this was not a preexiting condition. The doctor provided the information. I called on Apr 2 and confirmed it was received by AIG on Mar 25 and would be processed in approx 30 days.

I called today June 12 and was told it just went to Medical review on Monday and should have the status by 5pm Friday and I can call again on Monday. Its funny that part of every conversation with AIG someone says it was just went somewhere on Monday and call back next Monday.

No solution to date.

Barbara of Hardeeville SC (06/12/08)
On May 15, I went over to pick up a van that I had rented through Priceline.Com I thought I could use a debit card but found out they only accepted major credit cards - so I had to cancel the reservation and locate a rental company that accept debit card. At the time I rented through priceline, I did not know that they took out of my account $240 - I was under the impression they were holding the card until I came to pick up the van. Well, when I received my bank statement it showed that they were still holding by debit card in the amount of $240.

 I contacted the rental agency three weeks ago and they said that Priceline takes about 4-5 days to release the card - I checked my account on yesterday, which is almost a month and the amount is still outstanding on my account. I would appreciate it very much if Priceline would release the amount and return it back to my bank account.

Tracy of Yulee FL (06/12/08)
I made reservations for a rental car. My plans changed and I wanted to cancel the reservation. Ron with Alamo told me that I could cancel because it was not to late and I still had a little time but that I would have to contact Priceline due to software differances. Priceline told me that they could not cancel because its the policy of their contractural partner. Their partner is the ones who told me I could cancel. I was then told by Alamo that Pricelines policy had NOTHING to do with thier policy.

My credit card company says they delideratly string out the communication past the 3 day cancellation grace period for cancelling reservations and contracts so that you are stuck. They also told me that they are required to respond to disputed charges and most of the time they are favorable to the buyer not to priceline. They said that I can continue to Appeal the charges and Priceline will NEVER get any money from you as long as you keep the dispute open and they will finaly give up. She said she sees this all the time. Priceline ends up spending more time and money fighting you than its worth so to get rid of you they give in.

None because they WONT win this one. But in the mean time, $150.00 for a rental car.

Pamela of Lewisville TX (06/11/08)
I ordered a ticket to go to Arizona to be with my fist born grandson and once i purchased the ticket on priceline a couple of weeks later my son told me that because him and his family was going to Germany in Sept tha tthey would have 30 days to come home prior to depart for another country for 4 years they will be gone. So with the new luggage chages and gas charges I decided that it would not benifit me nor them If i came up there since he was coming down anyway.

Well as everyone stated priceline policy. But it really hurt me to know that they actually tell people that they are sorry when clearly they are not. I am recently out of a 24 year marriage and I am trying to manage on one income and it just hurt me to know that they would actually keep people money. I called twice prior to the flight date and they still said no. But i received a leter on the day of departure saying my flight was canceled by AA but legelly I had canceled due to my finances. So on record it looks like I just did not show up! So if this is legal and it is there policy why don't they just say it was cancelled by the purchaser and they foreit there moneys.

It would be much better for them to refund our money less fees. But like other say this was a hard lesson to learn and I am glad that I am not sucideal. But I really could have used my own money. So i will not be deally with Priceline for my future travel needs. I was out of a much needed $205. With the ecom=nomy as it is today they should rearrage there policy to accoumodate they client.

Andrew of Salem OR (06/11/08)
PRICELINE.COM gave out my credit card information without my permission!!!

OVER $1000.00 IN CHARGES ON MY CREDIT CARD!!!!

Allen of Whitewater WI (06/10/08)
I purchased a room for 2 nights in LaCrosse, Wisconsin, and discovered when I arrived that I could have gotten the room for $10 cheaper per night by just phoning in a reservation. Where is the big price breaks advertised on TV?? I will NEVER use this service again.

Alexandra of Brooklyn NY (06/05/08)
Ibooket an airline ticket through Priceline.com and was charged twice for it. When I called customer service/relations, they said there was nothing they could do and I'd have to call the airline directly. Not suprisingly, the airline was unable to help me because they were not the ones who had processed the charges.

In addition to the extra charge on my credit card... This maxed out my credit card and I was unable to do anything about it (i.e. pay a balance down) because all the charges were listed as 'pending'. I was unable to buy a train ticket to get to work in a timely manner and have to borrow money from coworkers because my ATM card was recently damaged and is currently being replaced.

Nicole of Fayetteville NC (06/05/08)
I am a new priceline customer and I am very dissatisfied with the results. i was purchasing a ticket for my mother to fly from Killeen, tx to Detroit, Mi in June for our daughters Baptism. I purchased the ticket through priceline and it gave me a return date but not a time. after purchasing the ticket,they gave me a return time of 645am on Sunday, waaay before church even began. i called customer service and the young lady assured me that the money would be refunded to my account within 10 business days minus the fees. The next afternoon my brother died and we had to change all plans. Priceline would not allow me to refund the money back o my account and i would NEVER NEVER recommend this website to them!

i had to repurchase a ticket and now Im out of like $700.00.

Mason of Austin TX (06/05/08)
I purchased travel insurance for $15 per ticket from Priceline, in the event my itenerary would change. In fact something came up that absolutley made it impossible to leave as originally planned. I needed to change the flight, 6 weeks in advance, called Priceline and basically they said $100+ penalty from the airline, AND ANOTHER $30 per ticket charge from Priceline. I asked what the purpose of their travel insurance was and they said: we don't handle that, call AIG.

Roxie of Mankato, MN (05/26/08)
I bid on a 3 star hotel near the Mall of America. We are senior citizens taking our 3 granddaughters out for Memorial Day. I got a room at The Crown Plaza, I called the hotel to request 2 beds plus a rollaway. I was told thru Priceline I was getting a king size bed, and to get a 2 bdrm, I would have to pay $30.00 plus tax, and that fire code would not allow a rollaway in a 2 bdrm unit, and it would cost $100.00 to upgrade to a suite.We paid the $34.04 extra and one of the girls slept on the floor.

Even if we had gotten 2 rooms if wouldn't have worked out for us. For the price I ended up paying I could have gotten a suite at Embassy Suites, actually closer to the Mall and a nice free hot breakfast. I think Priceline should warn customers that some hotels might charge additional fees to get a two bdrm.

David of Eden Prairie, MN (05/26/08)
I made an offer on a 4-star hotel in Paris for 9 nights. The going rates were around $400 and I bid $200. I clearly selected 4-star and the contract screen said 4 star.  The bid came back accepted but it was for a terrible 3 star hotel at a rate of $40 higher than what I could directly book for the hotel.

I immediately contacted priceline through phone and email. They would do nothing. I immediately disputed the charges with the credit card and the credit card company reversed the authorization. I contacted priceline to inform them they are not authorized to charge my card for any reason. The next day they charged my card for $2000. I am now disputing with credit card company and I have filed a complaint with the Minnesota Attorney General's Office.

Chris of San Diego CA (04/30/08)
I was checking priceline.com for days trying to get the best deal on a flight to Kauai. Finally Priceline accepted my offer and when I received my flight information I noticed that they had booked me to the wrong island in Hawaii. I figured it was just a mistake so I called with my reservation number and was able to speak with someone and they refunded my ticket price minus the $230 cancellation fee. Even though they had made the mistake I was being charged a fee but the lady explained to me that she would send me an email on how to rebook my flight and get the cancellation fee reversed.

So when I received the email telling me how to rebook my flight I noticed that the terms for rebooking and getting back your cancellation fee where I had to rebook to the same island. So at this point I'm getting a bit annoyed because that was the whole problem to begin with and when I tried to call back and explain this, my original reservation number had been cancelled so there was no possible way to get to a live person. See you need an actual reservation number to speak with someone so without you are dead and forced to move to an email contact. Within 24 hours someone had contacted me by email and gave me a new reservation number to call in and speak with someone.

I called and spoke with someone and they explained that there is nothing they can do so I would have to speak with another person in customer relations, well after waiting on hold for over an hour the line goes dead. At this point I'm really mad and starting to think that this is a scam. I mean hear I am trying to fix a mistake that they made and now Priceline is stealing money from me and refusing to deal with it. I call back and they transfer me to customer relations and after holding on the phone again I get disconnected. I call back in and Im ready to go absolutely crazy on the first person that answers the phone but I start off by explaining that I know its not your fault but Im pissed off big time. He tells me that he can't do anything and will have to transfer me but I refuse to let him saying that there is no customer relations and that Priceline is scamming money from me.

After at least 20 minutes of yelling back and forth I make him hold on the line until he connects me personally with customer relations. Now I'm talking to a person who could care even less about me then the first guy and says there is nothing he can do and hangs up on me! Priceline had worn me down - after the yelling and waiting and becoming a person I hate I gave up and let them have the money. This is a lot of money to me but the effort was making me sick. Just so everyone knows how much of a scam this was, the island that Priceline booked me to - I don't even know how to spell.

Priceline made $230 from me for their mistake.

Dale of Lake Charles LA (04/30/08)
On 04-15-08 after I cancelled a reservation through Priceline.com, I received an e-mail confirmation on the cancellation and notice that I would receive my refund less a $25.00 cancellation fee withing 5-10 days. On 04-29-08 I call to inquire about the staus of my refund. I was assured that I would receive my refund by noon that day, and was advised that if this did not happen, that I was to call back later.

I waited until 04-30-08 and checked account and found that no refund had been received. So I called and was told that whomever gave me information about the refund being made at noon the previous day was incorrect and that it takes one or two billing cycles to receive refunds, contrary altogether to the e-mail of 04-015-08.

I feel cheated and my money is being held up for some interest bearing account.

Dale of Lake Charles LA (04/30/08)
On 04-15-08 after I cancelled a reservation through Priceline.com, I received an e-mail confirmation on the cancellation and notice that I would receive my refund less a $25.00 cancellation fee withing 5-10 days. On 04-29-08 I call to inquire about the staus of my refund. I was assured that I would receive my refund by noon that day, and was advised that if this did not happen, that I was to call back later.

I waited until 04-30-08 and checked account and found that no refund had been received. So I called and was told that whomever gave me information about the refund being made at noon the previous day was incorrect and that it takes one or two billing cycles to receive refunds, contrary altogether to the e-mail of 04-015-08.

I feel cheated and my money is being held up for some interest bearing account.

Donald of Perrysburg OH (04/30/08)
This was my first and last experience with Priceline. I booked a one night hotel stay through them for the Holdiay Inn Express in Milford Ohio. I did not bid on the room but accepted that the rate Priceline was offering was the best rate (They have a Best Price Guarantee). After making my reservation my plans changed and I needed an additional night.

I called the hotel directly and was gived a price that was $35 less per night than what I paid Priceline. The lower rate did not include any other forms of discounts such as AAA. The employee I spoke with (Eric) at the Holiday Inn informed me that the price he offered was their standard rate. I contacted Priceline under their Best Price Guarantee and they refused to refund the difference.

I paid 54% MORE for my room through Priceline than I would have paid by calling the hotel directly

Heather of Kahului HI (04/25/08)
I had previously booked a car rental on priceline.com. A friend referred them to me and got quite the deal. So I signed up and got a car for a deal too. So I figured since I got such a great deal with a car rental I may as well try a hotel room. Please note that this is all on the same island.So I enter all the information and what not, than it says to select areas with a button that named 4 different cities on the island. Not once stating what exact property it was booking. So i click next and it books my hotel room automatically. In the same city that I live in. 10 minutes away to be exact. Now tell me why would I want a hotel room 10 minutes away from my house?

So I called and wrote several emails and they basically told me sorry too bad. Pay more attention next time and even forwarded my a copy of my contract that I initialled that stated the other 3 cities that they were searching for rooms in. None the less I am now stuck paying $130 for a hotel room 10 minutes away from .me.

Michael of Methuen MA (04/22/08)
This is a follow-on to my previous posting and corroborates the account of Michael of Orlando FL - 04/09/08. It seems that we have had the exact same experience. I was also using the Safari browser on a Mac, and had the Priceline web site apparently read my 4-star request as a 2-star request. This was in fact what I had suggested to the Priceline customer service center as being the likely issue. (I have seen enough browser incompatibilities over the years to recognize this as a very plausible culprit.) Unfortunately, their response, quite literally, was we never have technical issues. Several more phone calls and e-mails to corporate services resulted in their continued response being that they never have technical issues, but they would let me retry to book a 4-star hotel, for a $25 processing fee, with no guarantee that my bid would be accepted.

At 8 PM on the night of my reservation, as I was walking to the hotel (which I really did need for that night), I got a phone call from Priceline saying that they had investigated the matter, and surprise!, there was a technical issue on their end, and my story was indeed correct. They would graciously cancel my hotel reservation and give me a refund, for no fee. Unfortunately, that was a little late for me to rebook anything, so I declined, and continued to the hotel. I wrote again to corporate services, and suggested that a $30 refund would be in order (to bring my paid price down to 50% of a typical 3-star hotel in the area), especially given the very late notice they gave me about canceling my reservation. Corporate services wrote back saying that they considered the matter to be settled. I then wrote the MA Attorney Generals office, who (very quickly, thank you) sent a complaint letter on my behalf. I now have been given a 100% refund by Priceline. So, the moral seems to be, keep complaining up the chain, and contact your state's AG office. And if some enterprising lawyers out their want to investigate this further, I think their is a class action lawsuit just waiting to happen here.

Ruth of Crossville TN (04/06/08)
I went online late on March 13 to try to find 2 economy airline tickets. After several rounds of me naming my own price, Priceline named the price for me. After all this and initialing the box I realized I had entered in the wrong date to travel. I Immediately e-mailed and called them to tell them of the mistake. I didn't want to cancel, only change the date so I could travel on the date I needed to. They said tough luck, that I should have been more careful. I even quoted from the web page in the contract that they were non-refundable, but it also said that some airlines will allow you to change your tickets prior to actual travel date.

One CS rep suggested that I put them on e-bay, which I immediately caught, and told her that she had just told me they were non-refundable, non-transferrable, and non-changable how could I put them on e-bay. All of the Priceline reps were very uncaring and inconsiderate and unhelpful to me. I lost $500.00 on those tickets, not getting any help from them. Good grief, you can pay a million for a new home, and they give you 3 days to change the contract or cancel, what's with priceline? I found tickets directly from AA cheaper, should have gone with them first. I won't use Priceline ever again, and will tell everyone else about my experience so they won't use them either.

My credit card was charged with $484.23 for 2 airline tickets that I cannot use. Priceline would not help in any way to allow me to use them, so I lost my money. $484 is a lot of money if you don't have any.

Rhoda of Marion OH (03/30/08)
On Tuesday, March 18, I put in a bid for two airline tickets from Columbus, Ohio to San Diego, California at $200.00 a ticket. Priceline came back saying they could not find tickets for that price but if I could increase it to $266.15 per ticket ($532.30 total) they could get them. I immediately clicked on 'Buy My Tickets' now and they immediately came back asking if I could increase it to $274.15 per ticket ($548.30 total). However I could not get the tickets because Priceline had already put a hold on my bank account for the $532.30. Priceline did not authorize the release of this hold until March 22.

I made numerous calls and got NO help. I talked to Leticia and Lakisha (CUSTOMER CARE SPECIALIST) and they passed me off to Alexandria (very rude I might add) and Ashley, who was like talking to a robot. No one could help and Alexandria informed me that her supervisor does not talk to customers. I bought tickets the other day through NWA for $309 a piece. Quite a bit higher than Priceline's price but I was afraid to try Priceline again for fear my money would be held up. How can I have my money held up for four days when I do not have a ticket? It took several phone calls, on my part, for Priceline to send the release number to the bank.

Also, in January, my friend's daughter got tickets to San Diego and on March 11 Priceline charged her bank account $11.99 for some promotion she qualified for. This was without permission. Needless to say, I will never use Priceline again and will urge others not to. I would like a response concerning what a SPECIALIST Can Do, and why Priceline can hold up people's money when no purchase has been made. We are not wealthy people and this incident almost made us miss our trip. I have been searching for Priceline's address so I can send them my complaint but so far have had no luck. Priceline.com will not take my complaint.

Because of the rapid increase in airline prices we were almost unable to get ticket because of the hold on our money.

Cherie of Palm Coast FL (03/23/08)
I used priceline.com to purchase an airline ticket for my son. Their website is very confusing and I tried multiple times to contact customer service but it was impossible to speak with someone. I used the 'name your own price' and they asked me to raise my offer more! Was quite concerned at this point. But thought it was still a decent price about $30-40 cheaper then our usual (Southwest Airlines). We should have used them. Just thought this was new and it might work well for us.

Anyway, they found a flight and said I would have to accept it with a credit card and then I would get my itinerary. Oh My Gosh! This is the worst flight we could get! I I e-mailed and got a response to call another customer service number where they have people to talk to. And was told basically, too Bad! We are now trying to figure how my son it going to get to the airport at 4:30 am for a 6:00 am departure, and then on his return flight at 5:30am for a 7:00am departure when we live 1 and a half hours away from the airport! This also is taking a day away from us in seeing our son. This is just bad business and very misleading to people on a very personal level. I wish I would've checked out on complaints before I used them. I have learned my lesson, I will not use them again!

Stress, stress, stress, If he can't find a ride to airport, We may have to purchase another flight. With a reputable company!

Leeann of Aurora CO (03/23/08)
We bought a package deal on Priceline, we had trouble with our luggage not coming with us. We have spent the whole day of one of our vacation days in the motel because we had no clothes. It stopped us from going to the beach, and doing all the stuff that we would like to do. So we called the airline and still no luggage. This has been 24hrs now (United Airlines). Every time you call Priceline customer service you get someone from the Philippines or some other country. No one understands what you would like and they put you on hold for several minutes at a time. Then they come back on the phone and say they are going to put you on hold to find options, they come back and say they have no options. When you ask for a supervisor or mgr, they get one and then the supervisor hangs up on you. I will never use Priceline again, for anything. Please go to Expedia if you are looking for a cheap flight.

Steven of Washington DC (03/18/08)
Do you people actually understand what Priceline is? In exchange for the no refunds, no changes, no choice you can get good prices. If you want that, then buy direct. I use them all the time for car rentals in DC, and they are always lower than going direct---Yeah, the fees are high, but they tell you before you commit (at least on the car rentals). It's not their fault you lost your job or got sick or changed your mind.

Yolanda of Stafford VA (03/18/08)
On 3/17/08 I purchased a flight through Priceline's Name-your-own-price from Richmond, VA, to Myrtle Beach, SC. I selected RICHMOND, VA, as my departure city and MYRTLE BEACH,SC, as my destination city; but what I got was a departure from Washington, DC, and a destination of Raleigh Durham, NC--which is THREE HOURS aways from my destination. Neither city (DC nor Raleigh Durham) were chosen as an alternate city of departure or destination. I called the customer service line and was told that there was nothing that I could do or that they could do for me because if I chose any alternates, that they automatically search all airports in or around the surrounding areas and go with the one that accepts the price regardless if you chose that airport or not. I tried explaining to the representative that I DID NOT CHOSE AN ALTERNATE CITY to begin with and wanted to have my itinerary changed to what I selected; but what I was told was that if I wanted to get to Myrtle Beach, I would have to purchase A SECOND TICKET to that destination regardless of the fact that I DID NOT chose the departure/arrival cities given in the first place.

I sent an email to the customer support and was told that I was not dissatisfied with their service when in fact I was VERY DISSATISFIED with their service. They claim that the customer is their number one priority, but in reality, sticking the customer with a travel itinerary that they did not request is their number one priority. I feel victimized because now I have to come out of pocket A SECOND TIME to purchase a ticket that I didn't request in the first place.

Abigail of Chicago IL (03/06/08)
I am a Prius owner who does a lot of city driving. I was shocked at how different my actual mpg was compared to what the sticker says. The dealership told me that in the winter when I have the heat and the headlights on, I wont get as high of an mpg, but I've only been getting about 30 mpg. I've even tried warming the car up and then not turning the heat on, but there's no difference. I feel like I've been mislead. The main reason I bought the car was for the efficient city mileage, and I'm getting exactly the same as what I got with my non-hybrid honda civic.

Allan of Ashburn VA (03/03/08)
The total price includes a 'taxes and fees' line. The taxes and fees were about 50% higher than dealing directly with the rental companies. Very disappointing. SHOP CAREFULLY!

Charles of Rocklin CA (02/27/08)
I put in a bid at $65/day for a car rental (my wife watched) and pressed enter. The screen came back asking me to input my initials that I read their policy, so I did and pressed continue again. I get back an approved bid at $81.00! This was not what I entered! I tried to go back a screen to look at my input, but Priceline had blocked/removed the screen so I could not see it. Further, this price was still $50 higher than the price directly through the car rental company as Priceline had added in hidden fees for taxes and fees. Overall, I was being charged more for dealing with Priceline than going direct, plus it was not my bid! When I called Priceline I was told no refunds, as they accepted my bid and already charged my card. I had to ask for a supervisor. I explained to the Supervisor they changed my bid without my knowledge, and I wanted to cancel.

After going around a few times he finally said he would give me a one-time refund. I said great, that was all I wanted. Then he tells me there is a $40 charge for the cancellation, and I would get my credit back on the card in 7 to 10 days! What a racket this is! How many people do they do this to and are allowed to charge the higher price,  because they do not fight back? Then they charge the $40 fee for canceling their bogus reservation, and they gain the float money they make on your card until they finally send through the credit. I mean, they processed the debit in seconds, but it takes days to get a refund processed! These guys are crooks and run a scam as far as I am concerned, and from my experience. Look out when sending out your Bid and be sure it is yours.

This action will cost me $40 for a false order, plus Priceline gets to use my credit card money for 7 to 10 days free. Multiply that out by 1,000's of customers, and how much free money do they make on the float?

Julius of Tampa FL (02/27/08)
I booked a hotel on priceline.com for an upcoming court date in DC. Well, since the defendant was never served his court papers they had to cancel the court date. So I called priceline to cancel my reservation after naming my own price and purchasing the travel insurance--and found out that the only way I could cancel my reservation was if I was dead basically! Now, how can a dead man cancel a reservation? They won't even try to work with you and let you use the money you spent towards a future reservation or anything. So now I'm out $248.00 for a hotel room I won't even occupy, and I tried to cancel my trip a week before I was actually supposed to go. PRICELINE IS A COMPLETE RIP OFF! IT'S A SHAME THAT YOU HAVE TO BE SHOT, STABBED, RUN OVER BY A TRAIN IN ORDER TO RECOVER YOUR MONEY FOR A TRIP YOU CAN'T TAKE.

THE PHYSICAL DAMAGE THAT RESULTED IS I'M OUT $248.00 THAT I COULD HAVE USED ON A FUTURE DATE WITH THEM BUT WON'T BECAUSE OF THESE UNGODLY RULES THEY HAVE.

Gordon of Santa Monica CA (02/09/08)
I am currently furious with the treatment I've received from Priceline. I decided to participate in a Name your own price approach to purchasing a round trip airfare from Los Angeles to Tel Aviv. Before deciding to do so, I read carefully the Priceline policy: Your trip may start any time, from 5 am on your travel dates to as late as 2 am the next day, and may arrive any time on the day after departure. Very well, I wanted to arrive in Tel Aviv by Friday night, and so I sought to purchase a ticket for Thursday (May 1). According to what Priceline had written, a ticket for a May 1 departure should deliver me no later than May 2 to my destination. Or so I thought. The actual arrival of the flight I purchased is on May 3, at 3 am. It happens to be a Saturday, the Jewish Sabbath, a highly undesirable day for travel for me to begin with, but also a day later than Priceline seems to have promised.

My protests have been met with the excuse that the 3 am landing on May 3 will actually take place on May 2, if one ignores the time difference between place of departure and place of arrival. They insist, in other words, that a flight landing on May 3 is REALLY landing on May 2 somewhere in the world, and therefore I must honor the terms of the ticket contract. I say they themselves haven't honored their own terms, but no customer representative I've talked with has yet to acknowledge that fact. Nowhere on the Priceline site have I seen the qualification saying that the arrival time is calculated at the site of departure, rather than at the site of arrival. I don't believe I'll be able to use the ticket as it's written. They won't change it. It cost more than $1600.

Hoof of Los Angeles CA (02/09/08)
I reserved a vehicle through Priceline. I later figured out exactly how far the pick up location was from my hotel. It was 2 hours away! I found another location down the street from my hotel and asked priceline if I could pick up the car from this other location. They said no because I cannot make any changes or cancellations. I told them I understand they have their rules and regulations they have to follow, but they should try to accommodate their customers and resolve their problems. The rep said there was nothing he could do.

I asked to speak to a supervisor or manager and he said that there is none, but he can transfer me to customer support and they would tell me the same thing. The other rep said there was nothing they could do for me and for me to call Avis to try to resolve it. I hung up and called them. They said because I rented it through Priceline, I am contracted with them and only they can make that change. I called back Priceline and talked to another rep who told me the same story. They don't seem to care about their clients, they only care about profits. Is it really such a big thing to ask for? Both party's will still get paid. I'm not canceling anything. I only want to pick up the car from a different location. I know for a fact that I will never use their service and I will make a serious effort to tell everybody how non-professional, how non-customer orientated they are.

Hoof of Los Angeles CA (02/09/08)
I reserved a vehicle through Priceline. I later figured out exactly how far the pick up location was from my hotel. It was 2 hours away! I found another location down the street from my hotel and asked priceline if I could pick up the car from this other location. They said no because I cannot make any changes or cancellations. I told them I understand they have their rules and regulations they have to follow, but they should try to accomadate their customers and resolve their problems. The rep said there was nothing he could do. I asked to speak to a supervisor or manager and he said that there is none, but he can transfer me to customer support and they would tell me the same thing. The other rep said there was nothing they could do for me and for me to call Avis to try to resolve it.

Sue of Kingston NY (02/08/08)
I lost my job and can no longer attend a trip that I booked in January for April of 2008. I called Priceline as soon as I found out about my job and they sent me a contact number. I got the royal runaround and was told that I was basically out my money unless I wanted to Put the tickets on hold. If I lost my job what makes them think I can afford a flight down the road? I feel they are stealing my money for a service I cannot use.

I lost or will lose my money paid for a flight I was supposed to take months in advance. I was told outright that I cannot get my money back (or even a portion of it). Priceline owns my money and the tickets I am not not going to be able to use.

J of Benton KY (02/06/08)
I purchased two airline tickets 3 weeks prior to a scheduled business trip. Two weeks prior to the flights I was forced to cancel due to illness. I contacted Priceline and let them know and told them I had purchased travel insurance from them when I booked the flights. They gave me a royal runaround and let me know the insurance was with a separate company and was not guaranteed to cover what it had said. After fighting with them for a week it appears I have been taken on their deal.

I paid $400.00 for the two tickets and $60.00 for the insurance in case I had to cancel. I have not been able to get anything from them.

Rose of Cody WY (02/05/08)
Due to the premature births and deaths of my twin grandchildren, I used Priceline.com (for the first time) to try to find airline tickets for the trip from Wyoming to California to attend the services. Since it was to be less than 30 days, I tried to find the least expensive airfare. I opted to try the Name your own price offer on the website. I inadvertently used the wrong date on my return flight and did not realize the error until I had already clicked on the buy my ticket button. I have tried for two days to work with Priceline customer service and its management to make a change to my tickets. I have been stonewalled at every turn. Priceline tells me that essentially, TOO BAD, you should have read the contract that you are now bound by and agreed to by initialing at the bottom of the page. The carrier - United Airlines--refuses to make any changes because they say its an issue between me and Priceline. Messages to Priceline's management pleading for help, have resulted in the same company line...NO Changes can be made!

People who use this site have been called idiots by an employee (see comments from Insider on this site) and based on my experience with their personnel, I can see where this philosophy permeates throughout the organization. I am reconciled to accepting that I have tickets on an airline not of my choosing, but I can see no reason that neither Priceline nor United Airlines is willing to work with me to try to resolve the problem. All I want, at this point, is to change the date of return on my flight.

The damage that has resulted from this horrible experience is that on top of losing our twin grandchildren so suddenly and having to deal with an organization that is unwilling to offer any assistance at all, my husband and I will lose a day's pay because we need to be back to work earlier than the flight allows.

Jennifer of Camarillo CA (01/28/08)
I booked a hotel room through priceline.com, and everything seemed to be in order. My reservation is for Friday, February 1, 2008. On Friday January 25, 2008, exactly one week before the scheduled stay, the hotel caught on fire. Although not the entire hotel was on fire, the fire was severe. Concerned for my safety and health, I contacted priceline.com to see if they could provide me alternate accommodations. The response was you HAVE to stay there. There was nothing that they were willing to do unless the hotel was completely closed. I advised customer service that I am truly concerned for my safety as well as the safety of my guest. In addition, I suffer from respiratory issue, and the smoke filtering through the hotel vents may be hazardous to my health. They still said that my reservation was restricted and there's nothing they can do...or are willing to do. I even tried asking for the credit to use at a future date but was also denied. I requested my situation to be escalated and was also denied. The company is not wiling to provide any type of assistance in this matter. I have called them on several occasions and have received the same response each time.

Now, I will be charged for the full amount of the hotel and will not be using it because of safety issues. If I were to stay at the hotel, I would be endangering my life as well as anyone who will be staying with me. This is not acceptable.

Erin of Valrico FL (01/23/08)
I purchased a car rental from Priceline, with express direction that the car rental company had to be in terminal, since I had an extremely early flight. Priceline hooked me up with Alamo. I went to the airport yesterday to pick up the car before my flight this morning. There is no Alamo location at the Tampa airport, although my contract states in terminal. I took a half hour ride in a shuttle to get to Alamo. I called priceline from the Alamo office, and after talking on my cell phone, and speaking with Alamo reps, it seems that this deceptive practice is routinely used, and many people complain. It sounds like it may be Alamo's practice, not Priceline's, but they are both deceptive if Priceline is aware and has not changed their information.

I took the bus back to the airport and rented a car from Dollar. Unfortunately, I lost the money Priceline had immediately taken from my credit card. One of the big problems with the Alamo location is that I have absolutley no idea how to find it to take the car back, and with a tight flight schedule there is no room for error. I have used Priceline in the past, semisuccessfully, but never again. They are quick to apply charges and take your money, but you may as well kiss it goodbye. Both the Alamo and Priceline people were less than helpful, saying, tough luck, you pay.

I had to rent a car from another agency, and will never see arfund for the Alamo car I did not get.

Sm of Floral Park NY (01/20/08)
Priceline cannot be trusted. A few weeks ago they processed a charge against my account despite the fact that an incorrect security code was provided to their website by an unauthorized user. Priceline claims it does not historically save your security code. The fact is they tried twice to process this charge against my credit card, once unsuccessfully. They then apparently searched my record of purchases, found my security code, and supplied it to American Express without my authorization. On many phone calls, they finally told me they will on occasion process a charge without a correct security code, but also told me they would not tell me what those circumstances are. This is criminal behavior, and Priceline must be avoided.

I ended up paying $600 for a hotel room I neither ordered or wanted.

John of Sacramento CA (01/17/08)
I wanted 1 roundtrip ticket to Virginia. I did not know that just because I was looking, I'm locked in. First they book me on a return flight that I could not use. I finally was able to change at a cost of $30 even though I contacted them no more than 1 min after I made the reservation. Then they charged for a rental car I didn't want, no way around that, so I'm stuck with it. Then Priceline and American Airlines charged me for the same ticket. $250 per roundtrip ticket from each company!

I'm not giving up! I will call all day everyday if I have to. I can't afford this.

Paul of Elmer NJ (01/13/08)
One wrong click and you are locked in; this is a bad way to do business.

Until now I've suffered from Priceline only heartache and angst! Do we really have to deal with computer ripoffs instead of real live people?

Casey of Columbus OH (01/09/08)
I just wanted to send along some info about Priceline. I worked in their customer service department for two years while I was in school and the first thing people should realize is the customer service is not Priceline, but a call center that sells its services to Priceline. You are given scripts to read from based on the customer's issue. Basically, most scripts all lead to the same answer: no. I would argue with supervisors and higher ups on behalf of those who I felt truly deserved a refund or some sort of real assistance and was always given the same answer I had to give: no.

Most people would save themselves a lot of hassle if they would read the important information (it's five bullet points, people) but in the case of true emergencies that you are unable to plan for, the higher ups at Priceline do not really care.

Tips: 1) Do NOT buy the travel insurance: it is through an outside insurance agency who will NOT give you a refund without making you jump through 20 hoops. For instance, if you've had a death in the family most of the time it has to be an immediate family member and they require the death certificate and notes from their attending doctor, among other things. 2) Do not bid on hotels lower than 3 star. The NYOP is a cool feature that I've used and had good luck with; but when you are allowing them to choose your hotel for you don't go below a 3 star. You may get a fine hotel...but it's not a risk I would take. 3) If you ask to speak to a supervisor you will not get one. There is a department that is for escalation and their response is going to be the exact same as the customer service rep's response -- only in a meaner tone. This department will not assist you. For a response that might help (it's a lot of steps) go to the web site, go to the bottom of the screen and click on investor relations then click on management and then the link that asks if you'd like to give feedback to our management team -- this e-mails executive services who is the highest department; I'd suggest going there after speaking to customer service. 3) Be nice to the customer service reps. Trust me, there is nothing they can do beyond what the script dictates. Calls are recorded and they could lose their jobs if they did something outside of what is within the rules. Furthermore, they often don't have access to cancel your reservation -- the system locks them out. Most of them do want to help you...and if they can't, it's not their fault. They are just doing what they have to.

Jim of Delta OH (01/07/08)
After booking thru their service an Icon directs you to an additional discount. Only after responding for the additional discount are you told that you are automatically signed up for their service at a monthly fee which will be automatically deducted from your credit card. Then you are told if you do not want this you simply call their number and cancel. Their auto program has no option to do this and runs you in a circle and eventually drops the call.

Amy of Tiburon CA (12/31/07)
Priceline charged me for a ticket I didn't know I had! I have NO record of the purchase, and I even called to make sure that they hadn't located the flight I was asking for. I received NO communications from them (i.e., itinerary or other email) telling me that I had the reservations. Imagine my surprise when the charges showed up on my credit card statement!

I have been charged a fee (almost $800) that they claim is nonrefundable. I am furious!! How can I expect to pay for something I didn't know I had!

Brinn of New York NY (12/26/07)
I booked two rooms for four nights on Priceline.com for a hotel in Aruba, the day after Christmas. The cost was $4000+ for the length of the stay. Our 6:30 AM flight was canceled at 4:30 AM on the day of our trip. We had to cancel the entire trip because the only next flight we could get was two days later. We called the hotel directly to cancel the hotel, and they let us know that they did not have a cancellation policy. When I talked to Priceline, after being disconnected by their call router 6 times, they told me they were not going to refund the hotel amount. They said $1017 would remain while the rest would be returned.

Rude staff, uncompromising, and a rip off. I believe payment should be made on a good or service; the $50 cancellation charge per room should suffice, but anything beyond that is robbery. We made a $1017 payment for nothing. No goods or services provided. What a scam.

John of Hermann MO (12/26/07)
I booked a hotel through Priceline for two nights in December for my wife and me. The worst ice storm in Oklahoma history hit the state just prior to my trip. I was able to cancel my auto rental with no problem and re-booked my air arrangements with a small penalty; but these were not made with Priceline. When I tried to contact Priceline, my first email received no response. When I was subsequently solicited for my evaluation of the trip by Priceline, I complained about their policy instead. I was given a customer service number to call. When I explained my problem on the phone, I was told there was no solution. So I responded by return email to inform customer service that my complaint was not answered to my satisfaction.

Rakesh M. responded by saying that I initialed their form indicating that I had read their policy statement. I responded: I DID initial your policy document, and if I had arbitrarily changed my plans, I would expect to pay the penalty. However, on December 15 when the metropolis of Oklahoma City was shut down by an ice storm and a quarter of a million customers were without electrical service and there was an expected snowstorm dropping 9 of snow on the day of my check-in, I expected there would be some leniency in your policy. The board meeting I was to attend was canceled as was the multiple real estate visits that had been scheduled. With regard to your travel partners' policies, I did have to pay a 16% penalty to rebook my flight arrangements through Southwest Airlines, which I was willing to do, but I did not suffer a total loss of the original booking as I did with Priceline.

I indicated in my message that I had hoped to rebook my reservations, I did not ask for a refund.... M. Rakesh responded: We are truly unable to assist you further in this matter. Please do not expect a response to further correspondence on this issue.

This resulted in a loss of $206, and Priceline has lost a customer. Their number one concern is profit; NOT their customer as they stated.

Naomi of Burnaby OTHER (12/22/07)
Priceline.com's Name Your Price deal allows customers to offer a price for a hotel in a given area, with a particular rating. Priceline rates the hotels itself using a star system that does not necessarily tally with the official system. I did a search on 2 and 1/2 star hotels in Lynnwood, WA. I pulled up four hotels and researched them all. When I found that they had good reviews by other customers I offered a price. However, Priceline then assigned me a hotel that wasn't on their list. It was the Best Western at Alderwood. Priceline has rated it a 2 and 1/2 star hotel, but there is no way that it is of the same calibre of the other 2 and 1/2 star hotels.

I believe this may be a widespread strategy at Priceline i.e. to hide from the customer the more shoddy hotels (which at the same time it has assigned decent ratings) and to assign these hidden hotels to those who Name their price. For this reason I will not use their service again.

Phillip of Racine WI (12/16/07)
I wanted to see about a name-your-price ticket. Usually after you set a price, they let you look at the tickets to see if the times were what you wanted, and number of stops. This time they just assigned a time and stuck it to me. Is there some way you could help me get my money back?

My daughter could never get a bus to Rexburg, Idaho at that time of the day, consequently it would mean leaving her stranded for almost a day in Salt Lake City, missing her first day of school.

Barbara of Boca Raton FL (12/16/07)
Using name-your-own-price for a hotel gives you two types of choices: hotel class, and area on a map. In Greater Cincinnati, one of the areas is called Cincinnati Northeast - Blue Ash; and one of the others is called Cincinnati North - Sharonville. I chose the former, but was given a hotel in the latter. When I called to complain, it was explained to me that even though Sharonville is LISTED as a separate area from Blue Ash (both in the check list and in the view of areas on their map). It turns out that if you enlarge the map and look very closely, it shows the dot for the town of Sharonville is inside Priceline's Blue Ash area, not inside their Sharonville area. Therefore, Sharonville hotels are not Sharonville, but in Blue Ash. I also discovered that if you ask to speak to a supervisor, they will put you through to a second individual who has no more authority than the first; it's apparently just a ruse to make the customer feel that their case has been escalated when in fact it has not.

A Blue Ash location was a necessity due to transportation issues; if Priceline had stated up front that Blue Ash and Sharonville (10 miles away) were part of the same area, I would have reserved a Blue Ash hotel directly and not used Priceline. Now I am stuck with a 4-night reservation at a hotel I cannot use. I plan to dispute the charge with my credit card, and am only hoping that the credit card company will accept my dispute.

Julie of El Dorado KS (12/08/07)
I just read all the complaints and the EMPLOYEE'S response. So before I put my complaint on here I would like to respond to this EMPLOYEE! First off the "IDIOTS" who buy tickets are why you have a job. You sit and look at the PRICELINE policies all day long; that is your job. Reading something for the first time or misreading a document of very fine font can and does happen. If you don't want good customer support skills, perhaps you should find a job where you don't have to deal with the "idiots" you refer to.

Here is my complaint about Priceline.com: I purchased a ticket for someone to come from ATL to ICT. He went to the airport,checked in, all was good, got on the plane, and after 30 mins. sitting in the gate was told that they were having technical difficulty and they would update them shortly. Time passed and they were informed the hydraulics on the plane needed repair, had no UNITED techs to work on it, needed to call out one of Delta's techs, and it was going to be a 2 or 3 hour delay (plus 45 mins. already passed). They told my friend he would not make the flight to Wichita today (was to return the next day).

They told him to go to the counter, and they would arrange a refund for him. There they inform him that they can't refund it since his ticket was purchased through Priceline.com, and Priceline would have to give him the refund. So I called EVERY 800# on the website and had all information emailed to me. There is no way possible to reach a customer service representative. I got on the website and sent an email to customer service complaints which replied "We will respond in 3 hours or less." It has now been 5 hours and NO EMAIL FROM PRICELINE.

The Passenger for whom I paid for the ticket for was even on the plane. BUT THE MECHANICAL PROBLEMS made it impossible to make his connecting flight (which Priceline scheduled). Priceline wants to play the IT CLEARLY STATES IN THE POLICY; well it also CLEARLY STATES WE WILL CONTACT YOU BACK IN 3 HOURS OR LESS. But I guess you can pick and choose when your WORDS are important or not. YOU DO ROB PEOPLE OF MONEY! YOU MAKE 100% profit off a service that is NEVER redeemed. MY SITUATION WAS COMPLETELY OUT OF OUR CONTROL. But I guess that makes me the IDIOT, huh?

Susan of Lakewood OH (11/25/07)
Priceline is horrible. I rented a car and it didn't show up on my summary. I finally found about it, as I wanted to change the duration of the rental and was told I couldn't, as the week was paid for and if I changed it, I'd be charged for an extra day. For the flight, I received email confirmation the day before the trip so I double-checked. According to Priceline, I was moved to another flight yet my fiance was on our original flight. Priceline wouldn't do anything, claiming the airline changed the flight. However, I didn't get any confirmation. I called USAir and it turns out our flight had been eliminated and their records showed both my fiance and I on a later flight. USAir claimed they didn't have a phone number to contact me, Priceline REQUIRES you to provide a phone number. Luckily, the airline got us on an earlier flight. Later that day, I got a "your flight reservation has changed" email from Priceline. The was after I had called and complained. I will NEVER use Priceline again. They have HORRIBLE customer service. Actually, NO customer service.

I paid for a rental car that we didn't need for an entire week. Luckily, because the airline cooperated, we got our flight changed.

Toni of Stone Mountain GA (11/16/07)
My father had to travel from Atlanta to California for my sister's funeral and I booked a package including the flight, hotel and car rental. It turns out that the hotel was 70 miles from the funeral location and my sister's home. My father is 72 years old and just recovering from a stroke and could not safely drive 70 miles back and forth for the duration of his trip. He had to sit around and wait for us to gather additional money to put in the account before he could check into another hotel. Since all of this happened before check-in time they could have easily transferred the reservation to another hotel in the same chain or simply cancelled that portion of the reservation

My father suffered an episode of high blood pressure due to the stress of not know if or when we would be able to gather the money so that he would have somewhere to stay for the night or his entire stay. We also had to pay to wire money to him since depositing it into the account would not show immediately. He had to pay for transportation to pick up the wired money and then locate a new hotel.

The entire time my elderly mother sat almost 3000 miles away wondering if this whole episode would cause another stroke. We were all in tears not to mention dealing with the reason for the trip which was the death of his daughter.

William of Lena IL (11/11/07)
ON 10/14/07 I purchased  Priceline airline tickets and a rental car. In the process the computer screen failed to show car rental charges when displaying flight details. So I re-entered my car rental request. The summary of charges showed two car rentals and was billed an extra $638 for the second rental car. I emailed Priceline customer service asking to cancel one of the car rentals. They told me they were unable to do so due to wording in their contract. I called customer service on on 10/15/07 and was given the same answer. This is unacceptable. Failure to refund is criminal under the circumstances. I am being forced to pay $638 because of Priceline's computer negligence and failure to correct their mistake by doing the right and fair thing.

I was charged $638 for a second rental car that I do not, did not and will not need nor use.

Beverly of Oak Park MI (11/11/07)
I originally bid on a Priceline flight for my daughter to come home for holiday break. I live in Detroit, but they suggested flying to Toledo (100 miles away) would get me a lower rate. I accepted the bid, but when I retrieved the itinerary, they had the trip backwards. I immediately called and spoke to several Representatives, all of them told me they'd cancel due to my daughter's college schedule. But they refused to accept responsibility for scheduling the wrong trip and deducted $345.00 out of my account. They say they will refund all of my money minus $100 cancellation fee in 7-10 business days.

Today is Nov 11th; my Daughter must leave school by Nov 16. I don't have enough money in my account to get her home. She is in Mississippi with no family there; seven days to wait on a refund is too long, and my daughter is stuck, endangered in Mississippi! I explained this to them; all I got is "I'm sorry, you should have read our policy before you bid on the ticket." I did read it, but it does not mention that Priceline can schedule your ticket backwards and still make you pay for a ticket.

James of Yulee FL (10/05/07)
I was navigating through the priceline web page for airline tickets. I had requested between 6-10 a.m. for the flight. After agreeing to the price and purchasing the ticket, when I reviewed the itinerary the flight was scheduled to leave at 6:40 p.m. I immediately called priceline consumer help and they said they couldn't do a thing about it. Priceline uses deceptive measures and don't flag or mark any changes on their request form that are different than the original request. The consumer assumes the original request was valid until after the purchase is made.

I then emailed the management with the problem. The automated reply said I would here from priceline.com by email or phone within 24 hours. That has been over a week ago. I will never use priceline again and would never recommend it to anyone, not even an enemy.

Steve of Laredo TX (10/04/07)
My daughter bought a ticket online with Priceline.com. She then printed the confirmation, or Itinerary number and itinerary, which included the agreed upon price of $362.00 from San Antonio to Georgia. When $478.00 was taken out of my bank account instead of $362.00, I called and the operator insisted there was nothing she could do, that it was Delta's fault. I called Delta and they said that they only go by what Priceline tells them. I called back to Priceline and they still said that, even though they told Delta to issue me the ticket, they still had $362.00 as the charge to me. I figured, wrongly, that Priceline would make good on their promise and not allow me to be cheated when I bought through them. I was wrong. They lied, they cheated me, they stole my money. Priceline should be sued and sued and sued and sued until they are bankrupt and there's nothing left but a sign that reads: Tthis is what you get when you cheat and steal from honest people.

I ended up here, complaining, with $120 dollars less to my name, but with a mission to tell everyone I know who ever looks for an online plane ticket: Don't use Priceline, Ever!

Jimmy And Silvia of Conway SC (06/26/07)
We purchased a hotel room for two nights through Priceline.com and it seems that they have shared our information without our consent with a company called TLG Family Fun. This trip was to be a business trip and we are going to attend a 3 day business conference. We would not agree to have family fun while there.

We have been billed $9.99 for two months now by TLG Family Fun and it has been rudely brought to my attention, by our account being very nearly in an over drawn statis due to charges we were not expecting. We have since called TLG Family Fun and have cancelled our unwanted membership with them and refused to pay further for something we did not ask for. Priceline.com has shared our personal information without our consent.

Georgia of Brooklyn Park MN (05/21/07)
I called 5 min after I booked a reservation to make a change or cancel because of a very early morning flight. They refused to do anything about it, I mean after 5 minutes you should be able to make changes. Said I would stop payment on my credit card and they said that was impossible, that it could not happen. They said I initialed the terms.

Denise of Hidden Hills CA (03/24/07)

I put a bid online for first class tickets and managed to get into a section of their website that accepted it. It turns out that they do not take bids on first class otherwise known as name your own price. I guess when I scrolled to First Class and proceeded to click name your own price it automatically kicked it back into coach/economy mode w/o informing me. Unfortunately it did not display what I was purchasing and all along, I thought I got three first class tickets.

I wasn't able to see anything until I gave them my credit card number and was charged. It then told me to click a box and my itinerary appeared. That's when I found out it was economy. I immediately called and e-mailed them and their response was: non refundable, non exchangeable and non transferable. I am now at a loss of $ 2200.00.

Michael of Pasadena, TX (03/11/07)
I ordered a first class tickets with a "name your price" feature.  Priceline gave me coach tickets at nearly double the going rate and would not refund or cancel the transaction.

I'm out about $800 over what I should have paid and got terrible connections.  I'm never doing business again with Priceline.

Joe of Las Vegas, NV (07/25/06)
On June 24th I purchased a standard vacation package for two with airfare, hotel and rental car for $1700.  On that same day my mother passed away very suddenly.  
In an emotional wreck, I contacted priceline.com to cancel my vacation and was told by a CSR that I needed to supply the name of the funeral home and death certificate within 24 hours to receive a full refund.  That was impossible as my mother's remains had to be transported to the Coroners Office for autopsy, per the State of Nevada.  Again I was told that there was nothing Priceline.com could do.

I have disputed the charge with American Express Platinum and they stand behind me.  However, I am currently out over $1700 for a trip I was never able to take, for a situation that was the hardest thing ever in my life.

Howard of Dallas, TX (07/10/06)
Was bidding on a rental car for pickup at ORD. After several bids Priceline asked me to bid again and switched airports. It was not obvious at all that there was an airport switch.

I was successful in bidding the new price. Neither Priceline nor Alamo would rectify the situation including crediting the amount for a rental at OHare (the airport for pickup was Midway). Needless to say I will never use Priceline (or Alamo) again. 

I am out $143.

Hugh of Seattle WA (05/25/06)
As I purchased tickets from Seattle to LA, I was not warned that the specific dates that I entered were changed, reducing my trip from 6 days to 12 hours!  And with incredible layovers totaling 10 hours.

When you cancel Priceline makes more money than if you use the tickets. They made $100 off of me in less than 10 minutes and the rest of the refund will take a week or more to get back into my account so the funds for my trip are tied up.

No trip for me.

James of New York, NY (04/20/06)
I am going to Mexico City and decided to try Priceline's "name your own price" feature for a hotel room.  They offered 3 area choices: Mexico City, Cuauhtemoc, and the airport area.  I chose Cuauhtemoc, an area that is full of hotels and tourist attractions and is very centrally located.

Priceline made reservations for me at a hotel that turned out to be 14 miles south of the city and, according to some websites, 1 to 1 1/2 hours from the city center in Mexico City traffic. I don't think there is even a subway station there and, oh yes, there is a subway station called Cuauhtemoc in the Cuauhtemoc area which I thought I was choosing.

I have been forced to make another reservation. I am out $400 for Priceline's foul up and have had to make another reservation for $500.

Robert of Ramsey, MN (04/16/06)
I bid on a “one-way” rental car, however the Priceline web site changed my request from a “one-way” trip to a “return to point of origin” rental and didn’t warn me.  After my bid was accepted, I figured out what had happened and immediately contacted customer service.  Although they realized a mistake had been made, they couldn’t/wouldn’t cancel my rental. They suggested I try talking to Avis.

I did talk to Avis (several people) and they all said it was Priceline’s policy, not theirs, and I would have to talk to Priceline to get any changes made. (Sound like a Catch 22?)  I contacted Katie (Priceline Executive Offices) who said, “your reservation will remain non-refundable, non-transferable and will not be changed or cancelled. Although we empathize with you situation, we are truly unable to assist you … “.

She also said that I shouldn’t bother to communicate with her any further as she would not respond!!  

Mike of Denver, CO (03/31/06)
At 1:50 pm I agreed to purchase 2 tickets to Portland for $180 each, plus tax ($207.55 ea).  At 1:53 pm I received a confirmation of 2 tickets purchased for $273.05 each, based on a counter offer, that I did not knowingly accept.  At 2:00 pm I contacted customer service to correct the mistake and was transferred to Melissa, a travel specialist.  I explained the situation to her and she said there was nothing she could do, that I had to contact management by email (no number was available).

I explained that we needed to resolve this immediately since the tickets were for the next day, and she claimed that it could be up to two days before I could get a response. I contacted United and they immediately cancelled both tickets and were very happy to help.

At 2:56 pm I sent an email to Priceline management, per Melissa’s instructions.  I received an email back confirming tickets were cancelled but I was still going to be changed in full!  My card has been charged and according to United a refund will be issued to Priceline not me.

Rosie of Redondo Beach, CA (03/31/06)
I was shopping online for tickets to Peru when my phone rang and accidentally clicked on "buy".  After realizing what I'd done I called the 1-800# but Priceline was closed.  I called American Express to cancel the transaction and they told me that they would take care of it.

It wasn't until we received the credit card statement that we realized the charges were made.

After many phone calls I talked to a Priceline manager who said she was "very sorry, but there was nothing she could do about it.  That it was the company's policy".  American Express also stated that they couldn't do anything because Priceline had stated very clearly that the tickets are not refundable.

Can you imagine how we feel loosing or give away $1,350.02.

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