Priceline.com
Reviews and Complaints

I went to AAA Travel website last fall (Oct. 2021) and reserved round trip flights for my daughter and I to Mexico from New York.

Because of Covid (and a tentative wedding date for travel), I was sure to add on $89 for the "Insurance Option". The net total for two round trip tickets increased from $1, 000 something to $1100 something after adding in the $89 for travel insurance. My bank account was debited that same day.

I clicked "submit", I was charged the full amount, I printed out the insurance information, but now realize my itinerary does not show that I paid for the insurance.

I called the phone number on itinerary on Saturday and realized I am not dealing with AAA (even though my itinerary reads AAA, I am dealing with Priceline). The customer service rep. told me I do not have insurance. If I cancel my flight reservations, I lose my $. (I was on the phone with her for over an hour, and I was probably on hold for over 30 mins.)

I feel this is a scam. I know I opted for insurance and I know my fee increased accordingly. How convenient for Priceline to just deny insurance was selected and paid.

If I do not get resolution, I will take this to the BBB and the NYS Attorney General's Office. This is a scam. AAA should be ashamed of themselves to pushing their unsuspecting members to Priceline.

I spent over five hours trying to book a trip to Charleston through Priceline. First I went to Jet Blue to try to book. Jet Blue said they were having tech difficulties and I needed to book through Priceline. I was told I have 24 hours to cancel all reservations, so I proceeded to book flights, a hotel and an SUV. Return flight destinations were mixed but there was no option to enter a different return destination, so I tried to call Priceline. I finally after 75 minutes got someone from the Philipines. She said there were 'limited capabilites' on the website. I asked several times how to change and all she wanted to do was upcharge me and then hung up after waiting 75 minutes. I finally gave up and canceled the whole trip, hotel, flights and tried to cancel my car. It WILL NOT ALLOW ME! I called Budget and they will not allow me. Please call me to resolve this. [protected]

Priceline trip number [protected]. I request my refund to many times, I called the company many times to request my refund, they provide me the refund on my flight going out from MIA to OPO from Swiss airlines on DEC 15, 2021 for me and my daughter but never for the flight coming back on Jan 1 from Tap Portugal going out from OPO to MIA. When I request the refund for my flight on Jan 1 they said they will send an email to the airline and get back to me which never happens, I called back after that day couple times and the response was that I have to still waiting. On Dec 30 & 31 I called again because I was in contact with somebody with covid and was not able to flight on Jan 1, 2022. At this point the response for the website was that I loose my money that they can do anything. I guess in order to avoid loosing my money the company expect me to flight that day. Priceline do not care about the customer and the safety and security. I will not recommend this website to buy anything they still you money and they never help you.

I keep trying to book a flight but the booking link does not finalize.

Air ticket bought through priceline. Flight cancelled and aieline said must contact priceline as my contract is with them. I have constantly called and system says it has put me in line fir a call back but nobody calls back. I am strandard in Seattle at the moment

One of the worst travel agency that I ever dealt with. I booked a one way ticket with Priceline for travel in Jan 2022, it was clearly indicated that the ticket was flexible while booking. However now that I am unable to travel due to COVID restrictions, instead of issuing a travel credit/voucher, they are now saying that I must use it on the same itinerary within the next year. It was indicated as the flexible ticket while booking it though. Any other travel agency in this situation will provide a travel credit which I would be allowed to reuse. Priceline is practically ripping off customers during the pandemic when most travel agencies and airlines have very customer friendly policies.

I had the worst experience with Priceline on Oct 7, 2021 so bad that I will be canceling my Priceline card and never doing business with them again. I happen to be a PLATINUM member, but they aren't even willing to refund me my money (during Christmas time that I need for my children) after I was forced to stay at a hotel that was unsafe and dirty with roaches on the bed and toliet, drug dealers, gun shots, people overdosed in the hallway, and my door lock was even broken. As soon as the sun came up (because I didn't have enough money to pay for another room that night because Priceline refused to help me and refund me any money that night) An extremely understanding nice lady (Trish) said she would refund my money with no problem and then Priceline refunded my money in seconds even though they had told me MULTIPLE times that there was no way it would even be possible for them to do that, BUT I just looked on my statement and they only refunded one night so now I have a past due balance PLUS a late fee of a place I never wanted to stay at in the first place. As a platinum member I would have thought they would be happy to help me with this issue especially during Christmas time, but no they refused so I will be cancelling my Priceline card and never giving them another dime because they are greedy crooks who only care about money and not their customers.

On 12/13/2021 after reporting my concerns with Priceline customer service and the Hotel's manager they deflected the issues of ADA-complaint Hotels associated with their website. The hotels I was booked into only had 1 room with ADA-features and they were taken. When I contacted customer service the 1st time, I was hung up on, the 2nd time I was haggled, routed and deflected to other customer services workers. I needed easy access to use the bathroom amenities, none was provided. The day of my check in, I was engaged into a deflected, haggling, badger match with an employee, at (Holiday Inn Express). That Hotel employee gave me the impression he wanted my credit card and for me leave the premises. The room triggered my Asthma because I smelled: Molded, Mildew, Latrine chlorinated waste the entire time of my stay. The remote control had dried body debris/fluid left over. The toilet was a miniature size, and I was never offered any ADA devices. The refrigerator whined, and when I approached the Front desk with my ADA need, I was asked "what's that" by another employee with Holiday Inn Express. On 12/13/2021 I spoke with Priceline customer service and Holiday Inn Express Manager and my concerns were ignored and denied. I am Horrified by this experience, embarrassed by the Hotels staff, and will never stay and that location again. The Hotle staff took almost 45 minutes to check me in, and I was unable to get any food, all delivery had stopped. It took me 45 minutes to find the Hotel.

I booked and paid in full an all inclusive vacation with travel insurance with Priceline, along with 18 other friends for a birthday trip to Cancun. We arrived to resort Sands/Dreams at 10 am on Thursday November 4, 2021 and the resort stated they could not accommodate us. They drove us to another resort 2 hours away without the same accommodations we paid for (Ocean view & Double beds). I called Priceline and was told to wait till end of vacation so that they could give me a better refund. I called once my vacation was over and was told via email that there was nothing they could do for me! I called and request to speak with a manager/supervisor and she stated she reached out to resort and once again, they can not assist me in any way! So of course the trip was ruined.

The worse vacation package of my life by far.

Priceline trip number
[protected] Stephane Bolduc

I took my long term partner on a 5 star "all inclusive" vacation package for 9 days.

1rst, we we not told about the new E tickets requirement to enter the Dominican republic, which cause a delay that made us miss our flight departure. After calling customer service, we never got an apology or any type of compensation what's so ever, all that to being told after two hours of being transferred several time and having two call backs, that they were not going t help us out and hang up on me. "I've recorded everything".

2nd, the next day, got the E ticket, got on the plane, and got to the republics. To realize there was no one from Priceline to direct us to our transportation to the hotel. To realize that there was NO Transportation Provided To the Hotel. So, we had to find a taxi and fight off several taxi drivers trying to take off with our luggage, till police came to stop them from fighting among themselves. All that to finally being over charged and being thrown on a small rundown bus from "our airline".

3rd, extending our stay.
This was an ordeal experience of about two days of phone calls of calling the airline and Priceline back and forth just for the airline tickets. Since we missed our first flight they cancelled our return flight. Now it had to be reactivated and reopen to change the date "Good thing a friend warned us about this otherwise we could have been stranded at the airport in Punta Cana". I did spend a good 8 hours of my vacation on the phone just for this. RIDICULOUS.

Anyway, I could go on with other things, but I have already wasted way to much time with this already.

I purchased a Porter Airline flight ticket through priceline that eventually got cancelled (by the airline) due to Covid. The airline issued a voucher and priceline refused to let me redeem it till I had to reach out to the airline and provide priceline with a policy document confirming the voucher. Priceline then decided to issue the voucher, but were unable to book me a new flight (for whatever reason). I then requested a refund after alot of frustration. Priceline claimed to have put in a request, but for 51 days, porter airline confirmed that they never recieved the request. After multiple calls and hours on the phone, priceline finally put in the request and the airline approved a refund with a day. Priceline has since tossed me around from agent to supervisor to accounts department all in the name of processing a refund. I have tried to reach out through every possible means and wasted hours on the phone being put on hold without any resolve.

The following complaint is also being provided as a pdf document, attached to this email:

I am writing to submit a formal complaint concerning travel and lodging over the Thanksgiving holiday. The charges detailed below are being charged to two family members' Affirm account and we are considering disputing the payment of these charges, however I would like to hear back from Priceline about any resolution that your company is willing to extend.

Our family wanted to give my daughter and grandchildren a nice trip to Florida after they had been shut in their home for more than a year due to Covid restrictions.
My grandchildren are 16 years old and 11 years old, respectively.   My daughter is a single mother who waited until the children were eligible for covid 19 vaccinations before making any plans to travel.
The children were vaccinated on 11/19/21 and were scheduled to fly to Orlando, Florida with their mother on the following day.  The travel and lodging plans were made through Priceline (See itinerary/trip info below).   On the morning of the trip, one of the children was feeling residual effects from the vaccine taken the day before.   To be cautious, their mother decided that they should not fly out that day. We attempted to make alternative arrangements for the flight and were told by Priceline that it wasn't possible.   We were asked if we had flight insurance and we did.  We were told to contact that company and we did.    The insurance company (Priceline affiliate) told me that the flight would have to be cancelled by the airline.   I contacted the airline and they canceled the flight. I asked if there would be any fees associated with the cancellation and was assured that it would not cost anything to cancel the flight.  Frontier asked if there was insurance for this flight and I told them yes.   They said to contact the flight insurance to ensure that no money would be charged to us.    
I contacted the insurance company for the second time and they stated that there was no flight in the system for Denise Ford and her children.  (That was because the flight had been cancelled and reflected as such).     They said that the best that they could do was to reverse the funds that had been paid for flight insurance that was $54 plus tax. They suggested that I call Priceline to make sure that the flight fee would not be charged. 
After speaking with the insurance company, I contacted the hotel directly to  see if I could change the date of the room reservation.  The hotel representative told me that they would be ok with a later date for my daughter's stay but that the final changes would have to be initiated by Priceline. I contacted Priceline and was told by a representative that she couldn't resolve the issue with the flight cancellation because it was not showing in their system that there was a flight.  I explained that Priceline told me to contact Frontier for the cancellation (which I did) and that Frontier had already initiated the cancellation.  The Priceline representative stated that she could not make any changes to the hotel stay, even with the hotel stating that they could accomodate a later date. She said that the best she could do would be to "escalate the complaint".   
She assured me that I would receive a call within the hour (and for sure, prior to 6 pm that day), to discuss any way to resolve the issue with both the flight and hotel charges.  I never received a call back.    In fact, I didn't hear back from the escalation department for 3 days and that was via email. (I can provide email, if requested).
My daughter was determined to get to Florida with the children, so she decided to drive.  She had never made the trip and would not have another driver to help.    She asked me to make another reservation for a 3 day stay at the hotel, again through Priceline.   I did and this reservation was for 11/23/21 through 11/26/21.  (See info below)
My daughter drove down from Cleveland Ohio to Kissimmee, Florida during the busiest travel time of Thanksgiving.   She arrived at the hotel on Thanksgiving afternoon.  

The front desk told her that she had not arrived on the first day of the reservation and therefore they had cancelled her entire stay.     She called me to intervene and I spoke to the front desk clerk who said that she was told she could cancel my daughter's reservations as a "no show."  She suggested that I contact Priceline to make alternate arrangements and I did.,  The Priceline representative attempted to reach the hotel, so that a one day stay (or longer) could be made.   I was on the phone with your representative for more than 30 minutes as she attempted to resolve the issue, however, she was unable to reach the front desk or reservation department.   
Finally, she reached them and was told that they were "busy" and did not have time to discuss the issue with Priceline.  Your representative was told to call back at a later time.  
The Priceline rep told me that she couldn't do more and that she would send the issue to the "escalation department" and that they would call me that same day, no later than 6 pm.    I told her that I didn't believe that because I still had not received a call from the first issue with Priceline and its affiliates and that someone needed to help my daughter and grandkids to get lodging, for AT LEAST, one day.   

In the meantime, my daughter and grandchildren had traveled more than 20 hours, were exhausted and were not being given a room. I called the front desk and explained that the room reservation was paid through the following day at noon and that they should be given some type of accommodations.  I told them that I had been on the phone when they stalled Priceline as well.  I was asked to hold, was placed on a very long hold, then the hotel front desk hung up the call on me.  I did not call again.
No accommodations were made through Priceline or any of your affiliates who all received money from us.    

The Hotel received 2 separate stays of 3 days.   Priceline received 2 separate hotel stays for 3 days AND one way flight for 3 people (although no one traveled and the flight insurance was not honored).

We believe that my daughter and grandchildren were treated very badly and no one thought about how terrible it must have felt to travel more than 20 hours and have nowhere to sleep or rest. We were forced to borrow money from other relatives so that they could have a place to stay.
We are still being charged: (1) the total cost of the flight, (2) the total cost of the 3 day hotel stay of Nov 20-23 and (3) the total cost of the 3 day hotel stay of Nov 23-26.
The total amount of this trip will cost us $685.39
This is $685.39 that we can not afford and that we did not get any benefit from… no flight, no 3 day stay, not even a one day stay.

CHARGE #1:Frontier Flight for November 20, 2021 for 3 passengers (one way). F9 1045
Itinerary #: [protected]
Frontier Flight Confirmation number was: BFU85U
Nov 20 CLE to ORL

CHARGE #2:
Maingate Lakeside Resort: Priceline $164.87 and Resort fee $63.54 for a total cost: $228.41
Itinerary # [protected]
Confirmation # was [protected]
Check in
Sat, Nov 20, 3:00 PM
Check out
Tue, Nov 23
Duration of stay
3 nights

CHARGE #3:
Maingate Lakeside Resort
Priceline $117.50 and Resort fee $63.54 for a total cost: $181.04
Itinerary # [protected]
Confirmation # was [protected]
Check in
Sat, Nov 23, 3:00 PM
Check out
Tue, Nov 26
Duration of stay
3 nights

CHARGE #4 THROUGH #6: Allianz Global Assistance

Plan for Person 1
Domestic Lodging Protector I Purchase Date:
November 18, 2021
Plan Number:
PLIUS1229975553 Effective Date:
November 19, 2021
Total Amount Paid:
$9.50 Travel Date(s):
Nov. 20, 2021 - Nov. 23, 2021
Trip Number:
[protected]

Plan for Person 2:
Domestic Travel Protector II Purchase Date:
November 19, 2021
Plan Number:
PLIUS1230252353 Effective Date:
November 20, 2021
Total Amount Paid:
$18.00 Travel Date(s):
November 20, 2021
Trip Number:
[protected]

Plan for Person 3:
Plan:
Domestic Travel Protector II Purchase Date:
November 19, 2021
Plan Number:
PLIUS1230252357 Effective Date:
November 20, 2021
Total Amount Paid:
$18.00 Travel Date(s):
November 20, 2021
Trip Number:
[protected]

I hope to hear back from a Priceline representative who is able to favorably resolve this complaint in a timely manner.

Thank you,  
Donna Dixon, R.N.[protected] mobile

On June 13, 2021, I made a reservation by using Priceline to fly by Spirit Airline from PBI to EWR for two people on November 17, 2021 (Airline Confirmation Number: TEBIYP). I tried to Check-In on November 17, 2021, and I found out that the flight was canceled. I called Spirit Airlines and I was informed that the flight was canceled in August of 2021. I NEVER received any notifications from Spirit or Priceline. I was forced to rebook the flight and pay an additional $128. Also, I had to fly from FLL, not PBI. I had to rearrange my trip from home to the airport and rearrange pick up at EWR. I am requesting that Priceline reimburse me $128 for failing to notify me about the cancelation and apologize for the inconvenience.

Nov 12-14 res#[protected]
I called and changed this reservation to Nov 13th on Nov 7th. This was not done properly. The hotel did not receive and cancelled my reservation when I did not show up on the 12th. I could not get a room, there or anywhere. Priceline would not help me confirm a room anywhere and just said "sorry we screwed up, someone will contact you". I was 4 hours from home with no place to stay and the town was sold out. Five days have passed and I have not been contacted with any sort of apology, explanation or recourse. How is this possible?

I booked a hotel stay with this company and when I cancelled it online it didn't go thru. I booked another reservation at the same hotel and wanted to change the dates. I was told by Priceline to call the hotel who informed me that they couldn't do it and my original reservation was never cancelled. I called Priceline back and told them that. They never asked for my first reservation number just said "I don't see that" I asked if it was cancelled and they said I don't see if. Got to the hotel and the first reservation was still active. Called Priceline and they offered 33%. I said no I called and cancelled. Everyone that I have spoken to this far has been rude dismissive and completely not helpful. I was told they would review the call and get back to me. I got an email that said because I didn't reference the reservation it didn't meet policy. Is that ur job to ask me for it when I reference a second reservation! I then called asking for Corp office. Which no one seems to have. I also asked for a supervisor and was told I would get a call. 7 days later still waiting . Never again will I use this company

My flight was cancelled so I could not use my rental reservation. Priceline refused to contact the airline saying "they checked on the website" and the flight was active. Meanwhile I called Frontier and they verified the cancellation and not only refunded my money they gave my wife and I a voucher to use on future flights.I called and texted numerous times and got nowhere. Everyone I spoke to gave me a different excuse. I have never experienced worse customer service!

I was going on a conference trip to Africa and started to feel sick and have pains after getting off my first flight hours before getting on my next one. I called to switch my ticket to another flight the next day which was available but the only customer service I was able to reach was these foreign Indian people with fake American names (Steve and Leah) that do not understand anything and refused to listen to what issue was but instead sent me to different areas and after being on the phone for 5 hours they refused to get me a ticket due to it being past the time. Do not use them I use to be a big fan since college but never had such terrible customer service and lack of comprehension. we will not use them personally or for the business anymore.