Complain about a product or service

Priceline

The idea of Priceline is appealing. It presents itself as auctioning off unsold seats, beds, etc. But the reality can sometimes be quite a bit different, as the complaints below illustrate. You may be able to get better arrangements for the same price by planning ahead and shopping around. Priceline tends to book travelers on flights that leave at odd times and that require multiple connections.

Other things to be aware of:

• There is little customer service when you are a Priceline traveler. If your plans go awry, it's not likely a quick call to an 800 number will help.
• The airline will not help you and will absolutely not let you exchange your ticket. You don't own the ticket, Priceline does. Even if the airline wants to be helpful, there's not much it can do.
• Priceline fees and surcharges are sometimes higher than those charged by travel agents and airlines, so you may end up paying more even if the ticket price is lower than you might find somewhere else.

Also, remember that Priceline's "secret" is that while the customer specifies what price he is willing to pay, he must commit to pay that price. There's no backing on once the other party accepts the offer. It's important to understand this upfront and to do your price shopping before you enter a bid on Priceline.

We have tested Priceline and found it to be a good way to get cheap airline tickets with just a few days notice. But if you have plenty of time to shop around and live near a major airport, you can probably do better by using Orbitz, Travelocity or a local travel agent.

Just be sure that what they're selling is what you want to buy -- and be sure you're not paying too much for it. Remember, nothing is free.

A few of the most recent complaints:

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.

James of New York, NY April 20, 2006

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 April 16, 2006

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 March 31, 2006

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 March 31, 2006

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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