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1.4 1009 Reviews

Priceline.com Complaints Summary

87 Resolved
918 Unresolved
Our verdict: If considering services from Priceline.com with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Priceline.com reviews & complaints 1009

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Newest Priceline.com reviews & complaints

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V
11:28 pm EDT
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Priceline.com airline ticket purchase

I bought a ticket from your site a few weeks ago for $525. The exact same ticket is now $477. When I called for a refund of the difference, I was told the " Best Price Guarantee" is only valid for 24 hours. That is ridiculous. If it was on another site I would still be annoyed, but would understand. This price difference is on YOUR site! Please do the right thing. My email is [protected]@aol.com. My name is Virginia Gay. Thank you

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1:32 pm EDT
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Priceline.com non refundable reservation

I am incredibly frustrated and angry at "your non-refundable position" on a car reservation that I made for July 13, 2017.

We just received word that we could be picked up by our family instead. On 5/20/17 I called an agent to cancel the reservation and was told that my reservation was non-refundable. When I asked if I could speak to his supervisor I was transferred to another agent. Who said the same thing.

When asked if he could give me the name of his boss he said he couldn't.

I know that car rental cancellations directly with the rental company (in our case budget) do not charge unless picked up.

If you would please respond to my concern I would greatly appreciate it. If you simply respond that this reservation can't be reversed I will never use your service again.

My requested outcome would be a refund for the rental on July 13, 2017. I will be picking up a car on July 29 as well and still plan on using that reservations. The trip number for that reservation is 01193748US3.

The trip number for the refund I would like is [protected].

Thanks for your consideration.

Mark Harnishfeger
[protected]
[protected]@gmail.com

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3:26 pm EDT

Priceline.com customer service line

Tried to call to switch to a later flight on the same day so that there wouldn't be a long layover. Had both flight numbers, I thought that would help, only to be disconnected once and put on hold 3 times for a total of 50 minutes. Than was told there was an error and they couldn't help & maybe I should call the airline directly. The whole computer menu that you have to go through to get to a real person is absolutely ridiculous. Was asking if I was calling about trips from the fall and winted of 2016? I will NEVER use priceline again. I had a flight change through Travelocity and it was easy peasy and didn't take long at all. Will be using them only from now on.

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12:59 pm EDT

Priceline.com hotel room

I made a reservation, once i paid the hotel became non exchangeable non refundable, originally there was a free cancellation tab available. I woke with 3 different people, they won't even try to help. I have a reservation from 1-4 of june and i want to change it from 2-5.
They did not care at all, and they won't acknowledge that it did say free cancellation.

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8:31 am EDT

Priceline.com hertz rental

Sunday May 7, 2017/ Priceline trip # [protected]/ John Herrick/ [protected]@bellsouth.net.
I was not allowed to rent the Hertz car Priceline booked. The Hertz agent at the JAX airport insisted they required 2 forms of govt. issued picture ID when using a debit card. The Priceline "Important Information" document, Rental Car section, describes the requirement as being "valid drivers license" which I did have. They recommended I call Priceline to transfer the rental to Alamo who had no such requirement [2 IDs]. The Alamo agent said they could give the much cheaper rate if authorized by Priceline. After a fruitless 1/2 hour conversation with a Priceline agent, and then a supervisor, no authorization was given, but rather I was charged $15 for canceling Hertz. I was subsequently charged $143.54 for the Alamo rental. Considering that Priceline never let me know I'd need 2 IDs [I'd have brought them if I'd been told] I think it only fair that you refund me the difference in rates, and refund the cancellation fee. Thanks, Jack

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3:32 pm EDT

Priceline.com rental cars

Hi

On 5th May 2017, I had booked a car with National through Priceline. While doing the booking there was no mention on the website about the fact that vehicle cannot be given to a person with "Probationary Auto License". It said Valid driving license and a probationary auto license is a valid driving license. On arriving at the airport National refused to give a car or transfer it to my friend with a Permanent auto license. In this whole scenario, there was no fault of me: the customer. National or Priceline did not mention it anywhere that a customer cannot be given a car rental on probationary license.

I had been charged $24 as the cancellation fee which I shouldn't be coz there was no mention of this condition.

I would like to claim a refund of this cancellation fee. Infact I had to pay for lyft to and fro both coz of this problem.

The booking no is [protected]
National car booking no is 1716057083COUNT

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12:53 pm EDT
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Priceline.com extra charge $ 150.

On wed April 19 United Airlines Flight # 8361 at 12:05 Ticket #[protected] I was there at 10:40 self-check- In counter computer couldn't trace my reservation I ask the representative even he wasn't able to do that, then they sent me to Air Canada counter at 11:00 after a long line up the representative change my flight to AC511 at 1600 and charge me $ 150. .As I paid $ 275 earlier and if was a change why do I have to pay more, so please refund my money back.

reply from United Airlines.
"PASSENGER: MOHAMMEDI/HUMERA
TICKET(S): [protected]
REQUEST ID:[protected]
Dear Humera Mohammedi:
Thank you for reaching out to us. Please contact the issuing travel agency for further information on your ticket.

We appreciate the opportunity to respond to you. Thank you for choosing United Airlines.

Sincerely,

United Refunds

Check Refund Status
FAX: [protected]"

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Update by jameel mohammed
May 03, 2017 12:56 pm EDT

On wed April 19 United Airlines Flight # 8361 at 12:05 Ticket #[protected] I was there at 10:40 self-check- In counter computer couldn't trace my reservation I ask the representative even he wasn't able to do that, then they sent me to Air Canada counter at 11:00 after a long line up the representative change my flight to AC511 at 1600 and charge me $ 150. .As I paid $ 275 earlier and if was a change why do I have to pay more, so please refund my money back.

reply from United Airlines.
"PASSENGER: MOHAMMEDI/HUMERA
TICKET(S): [protected]
REQUEST ID:[protected]
Dear Humera Mohammedi:
Thank you for reaching out to us. Please contact the issuing travel agency for further information on your ticket.

We appreciate the opportunity to respond to you. Thank you for choosing United Airlines.

Sincerely,
United Refunds

Check Refund Status
FAX: [protected]"

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12:00 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Priceline.com cruise

We have had many cruises and trips during the past 60 years all over the world, including hotel and 3 cruise purchases through Priceline.

The latest was last September. We purchased another week long cruise for this fall. We are also arranging for another cruise for a large number of family members.

However, had a problem with their website payment and got the run around for weeks including being told that they are "partners" with another company that is responsible. They have yet to resolve anything but give stock replies. We do not buy from their partners, we buy from Priceline. Tried to reach CEO, but news reports were that : "Priceline CEO ousted after having at-work relationship". So had hard time getting to top people who would respond.

Seen many huge companies go out of business, or lose marketshare, when they start treating customers poorly. See United, Target for recent examples.

Too bad. Priceline was a good alternative. Good luck.

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Priceline.com admin
,
May 04, 2017 8:52 am EDT

HI Mr. Hunt,
Could you please provide your confirmation number? We are unable to locate your reservation with the information provided.
Thank you,
Priceline.com
Executive Office

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K
6:28 am EDT

Priceline.com they made a mistake

I was disappointed with my experience with Priceline. They made a mistake in my reservation and I had issues with the hotel.
I tried to get at least a partial refund, but these guys refused and said that was impossible. Because of their mistake I had so much trouble and they refused to take responsibility. Date was incorrect and I found out about that only when I arrived at the hotel. Just imagine how terrible it was! Gladly they had few available rooms, but I had to pay more. I will never use Priceline again!

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11:04 pm EDT
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Priceline.com filthy hotel room with ants and broken bed

We booked hotel at Santa Fe Suites with Iternary number [protected] and and [protected]. We have a 9 month baby, the hotel offered no mattress, crib bed nothing for th baby. They told us they would give us a sheet to put on the floor and she could sleep there ... where there were ants crawling and other critters. We called Priceline they said they could do nothing about it. The bed was literally broken and sinking in, could not be slept on. The toilet seat was broken. When we booked we were told it would be similar to a holiday inn express, this was even worse than a motel. We left and did not stay there.

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10:54 am EDT

Priceline.com zero customer service provided

I booked a hotel in savannah and inadvertently selected a reservation where you pay the full amount up front.

I called priceline to notify them of my mistake and to rectify the issue and was told they could not help me per the fine print saying no cancellations or adjustments allowed to my reservation.

I offered to pay more money to rebook my hotel so I could have the option of paying priceline after my stay which is 8 months away and they still said no. Spoke with a sr. Agent by the name of jada to see if she could help me with my plight and she was of no help nor did she seem to care.

My experience with priceline made me realize two things.

1) I felt like I was being treated like a transaction.
2) priceline can care less about helping there customers.

I am very disappointed and frustrated how the company has taken the human factor out of the equation. I realize your company is and online sales organization and competition is fierce but when you offer zero customer service to people who want to buy from you and most likely would buy from you in the future it just ends up hurting your bottom line in the long run.

Simply put you failed on one of the most basic principles of business customer service without that sales and customer loyalty will be affected.

I made an honest mistake and I tried to rectify it immediately and there was no path to correct a simple misunderstanding.

Read full review of Priceline.com and 1 comment
Update by Tom Scorza
Apr 20, 2017 10:59 am EDT

I booked a hotel in Savannah and inadvertently selected a reservation where you pay the full amount up front.

I called Priceline to notify them of my mistake and to rectify the issue and was told they could not help me per the FINE PRINT saying no cancellations or adjustments allowed to my reservation.

I offered to pay more money to rebook my hotel so I could have the option of paying Priceline after my stay which is 8 months away and they still said no. Spoke with a Sr. agent by the name of Jada to see if she could help me with my plight and she was of no help nor did she seem to care.

My experience with Priceline made me realize two things.

1) I felt like I was being treated like a transaction.
2) Priceline can care less about helping their customers.

I am very disappointed and frustrated how the company has taken the human factor out of the equation. I realize Priceline is and online sales organization and competition is fierce, but when you offer zero customer service to people who want to buy from you and most likely would buy from you in the future it just ends up hurting your bottom line in the long run.

Simply put they failed on one of the most basic principles of business, Customer Service. Without that sales and customer loyalty will be affected.

I made an honest mistake and I tried to rectify it immediately and there was no path to correct a simple misunderstanding.

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Beverly Samsung
, US
Jun 16, 2017 12:36 pm EDT

This company is nothing but a scam. Their Customer Service ISN'T customer service. However, they're extremely adept at making excuses and passing the buck as to overcharging your credit card and refusing to refund the difference.

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7:49 pm EDT
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Priceline.com charged twice

I booked a hotel room thru Priceline. I get to the hotel and they do not have a reservation for me. I go to another hotel down the road that is from the same hotel chain to see if I was book there by mistake, and no luck. I spent a hr in the lobby trying to resolve this with the hotel. I went online and book it again at the place I was already there, and Priceline charged me twice. I contacted them about the issue, and they refuse to refund my money. This company is fine with collecting money for a service they don't provide. I will find another company with integrity!

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7:13 pm EDT
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Priceline.com constantly unhappy with service provided

My wife and I have booked with you a few times now. We have been unhappy with the hotel and room type for all but one. I try and plan a nice night for it to be ruined and at the very least find it to be the same price as a normal room if I had booked it myself. Maybe it was a mistake but very true. For instance, on my last booking with you I booked through your express deals and we had a room at the Edgewater Hotel in Seattle. Very unsatisfied as it was supposed to be a Waterview and all we had was a room of valet service moving and parking cars. It was very loud and noisy. Not to mention the horrible View. The time before that I booked with you guys in Spokane Washington and you sent me to one of the most disgusting hotels I have ever stayed in. Very dirty and unsanitary for little ones and very embarrassing for myself in my wife's eyes. I could go on and on as one time I booked a room to stay in Bremerton Washington and you put me in a hotel 40 miles away that I was unable to stay at. I'm not sure if I will ever do business with you guys again. As a executive chef, veteran and a normal run-of-the-mill family man I would hope my daughter would go further then where I'm placed. I truly hope you figure out a better system and I'm sure you have a lot of happy clients but it just so happens that I always get the bad end of it. If you wish to reach me my email is [protected]@gmail.com

I do not usually send feedback but I feel like I should. On occasion I understand that people are unhappy but not every single time they book with you.

James ertz & aubrey ennis

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Update by James ertz
Apr 12, 2017 7:37 pm EDT

I plan too!

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1:10 pm EDT

Priceline.com flight schedule changed by airline

I have purchased tickets that are going to Toronto, Canada. I got an email from Priceline.come saying that the flight schedule has been chanaged and will be arrived one hour 27 minutes later than scheduled so I called Travel service center to ask them for another option (another tickets or refund..etc). They said I need to pay $200 as penalty and service charge per ticket so I need to pay $800 dollars for $1, 050 value four tickets. Do you believe this? This is not our fault. One hour and half delay is big difference. Any body that can help me to solve this problem? I am even not sure that somebody from Priceline actually read this complaint.

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3:29 pm EDT
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Priceline.com date of stay changed in system for two rooms and my card was charged

I booked two rooms for the night of July 29, 2017 and without my knowledge, priceline used a third party for the hotel rooms to handle the booking. I had checked the date before confirming the booking and went to print out the details today to send my uncle who I am going there to visit in late July. The booking details had changed the date of stay to March 29, 2017. Today is April 6, 2017. I called the hotel to see if they knew what to do and if this happened in their system who informed me to request a refund from Agoda.com, a third party booking agency used by priceline. I called priceline who transferred me to Agoda. I work too hard to have a $270.94 charge on my credit card for a problem I didn't cause and for a date I didn't reserve. agoda.com verbally said they would refund my money, if I used their site to book the same hotel on July 29, for the same two rooms. Yuna, who works at agoda, said the supervisor would call me which hasn't happened and the refund would be applied to my credit card which hasn't happened and that they would get the hotel to approve the corrected date and rooms for the same price, also hasn't happened. The price their site has for the same accommodations is more than twice what I prepaid for the same night on priceline. I know that computers make mistakes, but this is not what I expect when I use priceline. The priceline booking number is [protected]. Here is my ticket to fly into Sacramento where I am flying into to visit my uncle. I booked us two rooms for his birthday to take him to see James Taylor on July, 29th, 2017. The rest of my stay will be where my uncle lives and due to a heart condition, he cannot handle going home after a concert, so we have to stay the night in San Francisco on July 29th. Please rectify this by booking the two rooms for no additional charge at the same hotel for the correct night of July 29th, 2017.
Thank you for your help.
Kathryn Moore
[protected]@yahoo.com

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5:32 pm EDT

Priceline.com car rental

I made flight and Car rental reservations for 04/07/2017 and I was trying to obtain a detail summary of the taxes applied to my rental, which were more than the actual rental charge, and no one could tell me. I was told that I could not cancel. I just want a detailed summary, that's all. Also, if I cannot get that information I would like a return.

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11:41 pm EDT

Priceline.com rental car reservations double booked

I made airline and car reservations one plus months ago through Priceline. 2/9/2017.
Today ( 4/3/2017) I checked airline reservation and saw price line ad for car rental. I followed through on ad and inadvertently double booked another car. For same date, time.
I would like to be refunded on credit card for second rental. Priceline trip # [protected].
I will try to handle this at local rental desks. If this is not successful I will file complaint with BBB and dispute charges on credit card.
Phone representatives we're not helpful.
Thanks for your timely resolution on this matter
D. M. Morris

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10:10 am EDT

Priceline.com paid for round trip ticket, received one way

I, on my sister-in-law's behalf booked a round trip ticket for her and her husband on Priceline. Right up until I hit the button that accepts your payment did it show BOTH legs of the trip on the itinerary. Only after accepting the payment did it boot out the return leg of the trip, without a price adjustment. We canceled the flight and tried again with the same result before online chatting together with customer service. They instructed us to try again on their site. When we explained that we had already done that many times, and even paid for it twice (money apparently refunded each time, not part of my complaint) she suggested that we use another site to book. When we asked for a phone number to call to help us further she gave us the Priceline customer service line and said that we could call but they would tell us the same thing.
We gave up for the night and I called on my own in the morning. I was told to call the airline to see if there was a problem with the return flight that kept getting bumped. I asked if I should call them back afterward and was told to call back to let them know that everything is all set or if not to book with another site (Kayak was recommended). I asked if they were associated with Kayak because it seemed strange that they would ask me to use another company and they assured me that they were. I called the airline and they told me that there are plenty of seats on the flight in question and were very kind. I took that information back to Priceline as I called them for a second time. After relaying all that had happened AGAIN (I must say, each time I was on the phone they were very courteous and made sure they could hear your side, they just couldn't do much to solve problems.) after being told again that they cant make sales over the phone I asked how to purchase the tickets if I cant buy them over the phone and I cant get them on the website; their answer was to book with another site or with the airline directly. I said thank you, as this whole mess was clearly not the fault of the people on the other end of the phone, but with the company itself. They have a lot of customer service options in place but leave these people with very few options in the way of actually being able to help with anything.
In the past I have used Priceline customer service on my own with help canceling a hotel booking and they were able to help and accommodating. It would seen that their scope is rather small and that they are left with few options when something outside of their scope comes up, which sets the employees up for failure. When their advice for a customer is to use another company, that tells me that Priceline doesn't care about its customers or employees.
Advertising a certain price for a product and then changing the product after payment is made is wrong and illegal. I have used Priceline for years with no large issues and was excited to recommend the product to my sister-in-law, as they have been so helpful to me over the last 10 years or so. I've since deleted the app from my phone (my "go to" travel app) and intend to take my business elsewhere, in addition to discouraging those I know from using the product as well. So sad to end a customer-business relationship on this note.

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11:18 am EDT

Priceline.com unethical behavior, when trying to cancel hotel reservation before the deadline date/time

I had a reservation at the Lexington KY, Holiday Inn Express through PRICELINE for 3/24, with a guaranteed cancellation time for ZERO cost by 6 pm. After being on hold for over an hour on the phone, priceline claimed that the manager at the Holiday Inn would not release the reservation. They said that I was stuck...and I would be responsible for the reservation. I contacted to the Holiday Inn in Lexington, and spoke to Will the manager. He stated with a witness on the conference call, that HI would release the reservation, and priceline mislead ME, and would not give me the full refund that was promised in their reservation email from 2/4/17. Their promise was to full refund by 6 pm on the nite of the 24th. I was calling and discussing with priceline at 11:35 AM on the 24th. UNACCEPTABLE and UNETHICAL. NEVER use them, they took $ 50.00 from me and hold no regards to honesty and customer service!

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9:47 pm EDT
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Priceline.com reservations + fraud*

I booked a reservation through Priceline and they not only do not acknowledge Priceline Trip Number they issued but ran purchase though a different company without my knowledge. When I call about this because hotel shows reservation booked but not paid for Priceline tells me I have to speak with third party they used to make this purchase.

Not only was I charged and booked by Priceline (which they do not acknowledge), I get to Hotel and they charge me because they show room not paid for. So I am double charged. I am unable to get live support or help from priceline and so will leave it to my CC provider to sort out.

* FRAUD: a person or thing intended to deceive others, typically by unjustifiably claiming or being credited with accomplishments or qualities.

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Priceline.com In-depth Review

Website Design and User Experience: The website design of Priceline.com is clean and user-friendly, making it easy to navigate and find what you're looking for. The layout is intuitive, with clear categories and search options, ensuring a smooth user experience.

Range of Products and Services: Priceline.com offers a wide range of products and services, catering to various travel needs. From flights and hotels to car rentals and vacation packages, they have it all. The extensive selection ensures that users can find the perfect option to suit their preferences and budget.

Pricing and Discounts: Priceline.com is known for its competitive pricing and attractive discounts. They offer exclusive deals and discounts on flights, hotels, and rental cars, allowing users to save money on their travel expenses. The "Name Your Own Price" feature also enables users to bid for the best prices, adding an element of excitement to the booking process.

Customer Service and Support: Priceline.com provides excellent customer service and support. Their dedicated support team is available 24/7 to assist users with any queries or issues they may have. The prompt and helpful responses ensure that users feel valued and supported throughout their booking journey.

Booking Process and Ease of Use: The booking process on Priceline.com is straightforward and user-friendly. The website guides users through each step, making it easy to select and book their desired travel options. The streamlined process ensures a hassle-free experience, saving users time and effort.

Transparency and Trustworthiness: Priceline.com maintains a high level of transparency and trustworthiness. They provide detailed information about each travel option, including photos, reviews, and ratings from other users. This transparency helps users make informed decisions and ensures that they can trust the information provided on the website.

Mobile App Functionality: Priceline.com's mobile app offers excellent functionality, allowing users to book and manage their travel plans on the go. The app is user-friendly and responsive, providing a seamless experience across different devices. Users can easily access their bookings, receive notifications, and make changes or cancellations conveniently.

Loyalty Program and Rewards: Priceline.com offers a loyalty program called Priceline VIP, which rewards users with exclusive benefits and discounts. Members can earn points on their bookings, which can be redeemed for future travel expenses. The loyalty program adds value to the overall user experience and encourages repeat bookings.

Additional Features and Benefits: In addition to its core travel services, Priceline.com offers several additional features and benefits. These include travel insurance options, airport transfers, and the ability to bundle flights and hotels for additional savings. These extra features enhance the overall travel experience and provide users with added convenience.

Overall User Satisfaction and Recommendations: Overall, Priceline.com receives high user satisfaction due to its user-friendly website design, competitive pricing, excellent customer service, and convenient booking process. Users highly recommend Priceline.com for its wide range of travel options, attractive discounts, and reliable support. Whether you're planning a quick getaway or a long vacation, Priceline.com is a trusted platform that delivers on its promises.

How to file a complaint about Priceline.com?

1. Log in or create an account: Ensure you are logged in to your ComplaintsBoard.com account to proceed. If you do not have an account, please register by providing the necessary details to create one.

2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button situated at the top right corner of the website and click on it to access the complaint form.

3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you have encountered with Priceline.com. Make it specific and clear, such as "Incorrect Billing on Hotel Booking" or "Unresponsive Customer Service at Priceline.com".

4. Detailing the experience: In the complaint description, provide a detailed account of your experience with Priceline.com. Include key areas such as booking problems, customer service interactions, billing discrepancies, or issues with refunds or cancellations. Mention any relevant transaction information, such as booking numbers or dates. Clearly describe the nature of the issue, including what you expected versus what actually occurred. If you attempted to resolve the issue, detail the steps you took and the responses received from Priceline.com. Explain how this issue has personally affected you, whether it be through financial loss, inconvenience, or other impacts.

5. Attaching supporting documents: Attach any relevant documents that support your complaint, such as receipts, confirmation emails, or correspondence with the company. Be cautious not to include sensitive personal information that could compromise your privacy or security.

6. Filling optional fields: Use the 'Claimed Loss' field to indicate any financial loss you have incurred as a result of the issue with Priceline.com. In the 'Desired Outcome' field, specify what resolution you are seeking, whether it be a refund, an apology, or another form of redress.

7. Review before submission: Carefully review your complaint or review to ensure that it is clear, accurate, and complete. Check for any spelling or grammatical errors, and verify that all information provided is correct and relevant to your issue with Priceline.com.

8. Submission process: After reviewing your complaint, click the 'Submit' button to officially file your complaint on ComplaintsBoard.com.

9. Post-Submission Actions: After submitting your complaint, regularly check your account on ComplaintsBoard.com for any responses or updates. Engage with any replies from Priceline.com or other users to further address your complaint.

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Priceline.com contacts

Phone numbers

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