Complaints

This profile includes complaints for Priceline.com LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Priceline.com LLC has 10 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Priceline.com LLC

  800 Connecticut Ave Norwalk, CT 06854-1631

  
• 

  Priceline.com LLC

  Norwalk, CT 06854

  
• 

  Priceline.com LLC

  800 Connnecticut Avenue Norwalk, CT 06854

  
• 

  Priceline.com LLC

  800 Connecticut Ave Ste 3W01 Norwalk, CT 06854-1628

  
• 

  Priceline.com LLC

  5 High Ridge Park Stamford, CT 06905

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/12/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ref: Trip # *************7
  
  After bad experience with your customer service and resolution team regarding my recent airline ticket purchase, I hope I am reaching out to the right place who can help me to resolve this issue. Recently I have purchased multi destination ticket and before proceeding to payment, it showed that I will be getting 2 checked baggage but when I reached out to ****** and ********, they both confirmed that I will be getting only 1 checked baggage so I contacted Priceline customer service and opened a case (case # *********) on May 6th and I was told that the resolution team will get in touch with me once they come up with a solution. I received an email on April 8th to get in in touch priceline for the resolution but I was told by customer service supervisor that I will be getting only 1 checked baggage and even your supervisor agree that based on the screenshot I took before proceeding to payment, I should be getting 2 checked baggage but only the resolution department can make that change. So please help me with this issue. I am also including the screenshots for the baggage information for your review. Thank you!

  

  Business Response

  Date: 04/23/2023

  Dear  ***** ****,
  
  Thank you for contacting us regarding your ******** Airlines ticket with Trip Number 28215637517. We are writing about your Better Business Bureau complaint.
  
  Our record shows that you already talked to one of our supervisors and are waiting to receive your 2nd bag for reimbursement. Please reply to the email sent to you by the supervisor once you have the receipt.
  
  We appreciate your time. Stay safe and healthy!
  
  
  Sincerely,
  Executive Offices
  

• Initial Complaint

  Date:04/12/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased two round trip tickets from *********** ** to ******* ********* for travel May 24, 2020 to June 3, 2020 via Priceline. Due to the pandemic, the borders closed and flights canceled. I received a flight credit, Priceline is unable to rebook as ****** will not provide a waiver code. I asked for a refund and Priceline again says they can’t do so without a waiver code from ******. ****** will not provide that either. So essentially I have been provided a flight credit I can not use and both Priceline and ****** refuse to give me my money back. I’m am out $2769.66.

  

  Business Response

  Date: 04/24/2023

  Dear  **** ******,
  
  Thank you for contacting us regarding your ****** Airways with Trip Number *********30. We are writing about your Better Business Bureau complaint.
  
  We asked ****** Airways to refund your tickets. However, we got denied. Instead, they extended the ticket validity until Dec 31, 2023. Please be reminded that the tickets must be exchanged, and the travel must be completed on/before that date. Please call us back once you are ready to rebook. Please be ready for your Trip Number and Ticket Numbers.
  
  Ticket Numbers:
  ************* - ******/****
  
  ************* - ******/*********
  
  We regret that we cannot proceed with your refund request as ****** Airways won't allow us.
  
  We appreciate your time. Stay safe and healthy!
  
  
  Sincerely,
  Executive Offices

  Customer Answer

  Date: 04/24/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: My flight credit does not expire until January 9, 2024 according to ******. However, I was told by multiple Priceline agents that they could not rebook without a waiver code. ****** refused to provide that waiver code as well. That is the main reason I asked for the refund. Additionally, to rebook, I would also have to pay the fair difference which currently is $2000 more per person above the $2795.66 I have already paid. I can not afford to pay an additional $4000 dollars to travel.
  
  
  
  Sincerely,
  
  
  
  **** ******

  

  Business Response

  Date: 05/03/2023

  Dear **** ******,
  
  Good day! We got your rejection.
  
  ****** provided their updated policy for rebooking with waiver code (******). Please call us when you are ready to rebook.
  
  *****************************************************************************************************************************************************
  
  Ticket Reissue Condition: 
  
  Reissue with authority ****** in
  endorsement box
  Ticket in credit must be completely unused
  Ticket in credit must be reissued between 15 December 2022 and 30 June 2023
  Change fee does not apply
  Additional fare/taxes do apply
  
  We truly apologize that we cannot proceed with your refund request as ****** won't allow us.
  
  Thank you for your time. Stay safe and healthy!
  
  
  Sincerely,
  Executive Offices

  Customer Answer

  Date: 05/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Attached is the flight credit information I was sent directly from ******. I have been provided so much misinformation since January that this is becoming quite comical. In January, I was told you couldn't rebook at all. In April, I was told that I could rebook but I must rebook by April 2023 and fly by December 2023. Now you are saying I must rebook by June 2023 and travel by December 2023. Nowhere in the flight credit that was sent to me are these timelines specified. My credit does not expire until January 9, 2024. I can only travel during a 14-day period starting the last week of May. Because you guys have not been able to provide a straight answer, I have lost flight deals repeatedly that I could actually afford...meaning not anywhere near $2000 per person extra.

  I was forced to make other plans for this time period in 2023. Additionally, my travel companion is a full-time student, and I am a full-time public health employee. I am not going to be able to travel like this the remainder of the year. So, unless I can travel by December 2023, you are basically telling me that I am out all of my hard-earned money. Your company is forcing my hand and I am going to have to work through an attorney moving forward. This is very disappointing that companies like yours and ****** don't stand behind their customers.
  
  
  
  Sincerely,
  
  
  
  **** ******

  

  Business Response

  Date: 05/16/2023

  Dear **** ******,
  
  Thank you for getting back. ****** Airways made changes to travel validity dates as a courtesy to all unused tickets. We reach out again to them to request your refund. Unfortunately, the only option they provided is rebooking.
  
  We are sorry we cannot process a refund because ****** Airways won't allow us.
  
  
  Sincerely,
  Executive Offices

• Initial Complaint

  Date:04/12/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reserved a rental car via Priceline.com for three days. Took an **** to the location provided by Priceline.com and the location is closed down! I was stranded on the highway, paid for **** to get out there then had to pay for another **** to go back. My plans and weekend were all messed up. I contacted Priceline.com for compensation for Ubers they said they their records indicated the business is open. I then went back to location took video and pictures now they will not respond. Help! Their mistake cost me $ and my plans.

  

  Business Response

  Date: 04/24/2023

  Dear ****** ********,
  
  Thank you for contacting us regarding your rental car reservation with **** **** * *** for Trip Number *********17.
  
  We are writing in response to your Better Business complaint.
  
  As we understand, the counter was closed when you arrived for pick-up. We contacted **** **** * *** and confirmed that their counter at *** ***** ** ***** ***** ** ****** **, is still operational and is open from Monday to Friday, 7:30 AM to 6 PM, and Saturday and Sunday, 8 AM to 3 PM. Regrettably, we are unable to issue a refund for your **** expenses.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

  Customer Answer

  Date: 04/24/2023

  
  
  Complaint: 19919269
  
  
  
  I am rejecting this response because: 
  I am rejecting this response because: I have been to this business twice, the day if pick up and on a weekday midday as the video I uploaded clearly shows. This location is permanently closed. Priceline is referencing the 800 number and not actual location number. 
  
  
  
  Sincerely,
  
  
  
  ****** ********

  

  Business Response

  Date: 05/07/2023

  Dear ****** ********,
  
  We received your rejection.
  
  We have confirmed with the counter manager that their location is open for business. The address **** **** * *** provided for this location was correct, and their counter was at the corner of *********** ****** *** ***** *** Regrettably, we are unable to issue a refund for your **** expenses.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:04/12/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In early April 2023, I purchased a three day hotel stay for April 14 - 17, 2023.
  However, I forgot that i have a doctors appointment on the April 14, 2023. I would have changed it for an earlier date, however I am out of town. I was told by priceline customer service that I need to provide a letter with the date from the physician... which I did.. I later received correspondence from Priceline that I would still be charged for the hotel. They gave no explanation. So, I emailed priceline that I gave them the document that they requested, and their response is unacceptable..

  Customer Answer

  Date: 04/13/2023

  ***** * ** **********************
  ***** ********** ***** *** **** ***** **
  *** ********** ***********************
  ******** *** *** **** * *** ******* **** *** ******* *********** ********* ********* *********
  
  
  

  Greetings, I received correspondence from ******* ****** stating that they have received my complaint and they will issue a a full refund. ******* is the insurance I purchased. However, it was not Priceline that forwarded my complaint, it was me.

   

  Thank you for your timely response.

   

  **** *****

• Initial Complaint

  Date:04/12/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to priceline.com I booked a flight and hotel reservation when I got to ******* I waited 5 hours for my plane the gate agent started asking people to give up their seats paid them $2,000 a piece when I went up to go get my scene assignment the lady told me I wasn't on the seat tell me to go get a new flight so I did they told me I was on the plane so I missed that flight ended up 17 hours in ******* airport by the time I got to ********** ** I tried to check into my hotel and my reservation was canceled as a no-show call pricing.com they told me it was non-refundable and refused to help me so I lost over $700 I want my money back for hotel room.

  

  Business Response

  Date: 04/24/2023

  Dear ****** * *******,
  
  Thank you for contacting us regarding your reservation at the ******* ***** ********** **** ******* ********** for Trip Number *********16.
  
  We are writing in response to your Better Business complaint.
  
  As we understand, the hotel considered you a no-show due to issues with your flight. Upon review, the cancellation policy of your hotel booking states that it is non-refundable. However, we are currently working with the property to request an exception for a refund. Kindly post a reply to this message after five (5) days for an update/resolution.
  
  We appreciate your patience while we continue to work to resolve your issue.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:04/12/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used Priceline to book at a 1-night stay at ******* *** ******* in ************* ******** on March 31 for a room cost of $159 plus taxes & fees but the amount of the taxes & fees wasn't disclosed until after the booking. Priceline charged $52.98 for taxes & fees - 33.3% of the room cost! I asked Priceline for a line item breakdown of the $52.98 total and my request was denied. Priceline should be able to provide their taxes & fees breakdown (at least their formula for this) upon request. Charging 33.3% of the room cost for taxes & fees is obscene when the state tax is 6%, the locality lodging tax is 1.06%, & the local tax is 4.24%.

  

  Business Response

  Date: 04/16/2023

  Dear **** ******,
  
  Thank you for contacting us regarding your reservation at the ******* *** ******* ************* ** *** ****** for Request Number *********17.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We understand that you requested the breakdown of the taxes and fees. Our records indicate that we previously sent you an email with an explanation of the taxes and fees charged. This same information was disclosed under the Terms and Conditions on the contract page during the booking process. When you click the Buy Now button, means that you agreed to be charged the amount of 52.98 USD for the taxes and fees. Regrettably, we cannot provide you with the breakdown nor issue any refund.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

  Customer Answer

  Date: 04/17/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Priceline should be able to tell me how they got to a taxes & fees total of $52.98 - which was 33.3% of the total cost of the $159 room booking. The wordy written response I got on March 31, copied and pasted below, does NOTHING to explain how they arrived at the $52.98 amount. Even if Priceline won't refund me any portion of this outrageous fee, they should be able to tell me how they arrived at it. And, it SHOULD HAVE been disclosed before I made the lodging purchase and it was not. 

  Sincerely,
  
  **** ******

  Information regarding your Hotel reservation - *********17

  from: ************************* ***************************

  Dear Customer,
  
  For Pay When You Stay Retail hotel reservations, we do not charge your credit card but instead pass your credit card information along to the hotel in order to secure your reservation. For those reservations, the hotel will charge your card in local currency for the room rate and for taxes. Some hotels, consisting mostly of hotels outside of the United States, charge a tax inclusive rate that includes your room rate and taxes. If the hotel you select is charging a tax inclusive rate, it will be indicated on your contract page prior to finalizing your reservation.
  
  For other hotel reservations, we will charge your credit card directly in the currency you selected. You will be informed on our website whether we are charging you directly or are passing your credit card information to the hotel to secure your reservation. In connection with facilitating your hotel transaction when Priceline charges your card, the charge to your payment method will include a charge for Taxes and Service Fees. This charge includes an estimated or anticipated amount to recover the amount we pay to the hotel in connection with your reservation for taxes owed by the hotel including, without limitation, sales and use tax, occupancy tax, room tax, excise tax, value added tax and/or other similar taxes. In certain locations, the tax amount may also include government imposed service fees or other fees not paid directly to the taxing authorities but required by law to be collected by the hotel. The amount paid to the hotel in connection with your reservation for taxes may vary from the amount we estimate and include in the charge to you. The balance of the charge for Taxes and Service Fees is a fee we retain as part of the compensation for our services and to cover the costs of your reservation, including, for example, customer service costs. The charge for Taxes and Fees varies based on a number of factors including, without limitation, the amount we pay the hotel and the location of the hotel where you will be staying, and may include profit that we retain.
  
  Except as described below, we are not the vendor collecting and remitting taxes to the applicable taxing authorities. Our hotel suppliers, as vendors, include all applicable taxes in the amount billed to us and we pay over such amounts directly to the vendors. We are not a co-vendor associated with the vendor with whom we book or reserve our customer's travel arrangements. Taxability and the appropriate tax rate and the type of applicable taxes vary greatly by location.
  
  For transactions involving hotels located within certain jurisdictions, the charge to your debit or credit card for Taxes and Service Fees includes a payment of tax that we are required to collect and remit to the jurisdiction for tax owed on amounts we retain as compensation for our services.
  
  Depending on the property you stay at you may also be charged (i) certain mandatory hotel specific service fees, for example, resort fees (which typically apply to resort type destinations and, if applicable, may range from 10 to 40 USD or its equivalent per day), energy surcharges, newspaper delivery fees, in-room safe fees, tourism fees, or housekeeping fees and/or (ii) certain optional incidental fees, for example, parking charges, minibar charges, phone calls, room service and movie rentals, etc.. These charges, if applicable, will be payable by you to the hotel directly in local currency at checkout. When you check in, a credit card or, in the hotel's discretion, a debit card will be required to secure these charges and fees that you may incur during your stay. Please contact the hotel directly as to whether and which charges or service fees apply.
  
  Please note that we are unable to facilitate a rebate of Canadian Goods and Services Tax ("GST") for customers booking Canadian hotel accommodations utilizing our services.
  
  Sincerely,
  Customer Relations team
  
  Please do not reply to this e-mail.
  
  
  

  

  Business Response

  Date: 04/20/2023

  Dear **** ******,
  
  We received your rejection.
  
  The information regarding the explanation of the taxes and fees was discussed under the Terms and Conditions link on your checkout page. We regret to inform you that we are unable to provide you with the breakdown of the taxes and fees.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:04/12/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Priceline has lost my reservation at ******** **** ******* something messed up on their end and when I contacted customer support they had told me they refunded my money. They did not, I explained to them I did not have the extra cash to rebook my room and asked if they could do anything to fix this issue and they refused. When I asked for a supervisor they refused. This was a problem on Priceline’s end and it has left me out on the street with NOWHERE to sleep.
  
  This an outrage to refuse to even accommodate, or at least explain why exactly they have lost my reservation and also refuse to speak to me or even give me my money back in a timely matter. I do not have 3-5 business days.

  

  Business Response

  Date: 04/18/2023

  Hi Team,
  
  Please see below:
  
  *RESOLVED:* N/A
  *Escalation Sent To:* BBB
  *Customer:* ***** **********
  ****** ***
  *Product:* Hotel
  ********* ******** ***
  ****** ***
  **** ***********
  ****** ******* **
  *Refund Amount:* Priceline: 0 USD / Supplier: 0 USD
  *Customer's Issue:* The customer requested a refund claiming Priceline lost her reservation.
  
  *Action(s) Taken:*
  
  - We checked our system using the customer's full name, email address and phone number; however,  we cannot locate the specific reservation.
  - We requested for specific reservation details.
  
  *Is Customer Satisfied?* N/A
  *Root Cause:* Hotel Cannot Find Reservation
  *Improvement Recommendation:* N/A
  *Response to the customer:*
  
  Dear ***** **********,
  
  Thank you for contacting us regarding your hotel reservation.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We understand that you have concerns regarding your unused reservation. We reviewed our records using your information; however, we could not locate any reservation. To further assist you and, at the same time, maintain the security of our customers' records, please provide us with the following information.
  
  - Priceline Trip Number.
  - Reservation Holder's Name.
  - Email Address and Phone Number registered on the reservation.
  
  We look forward to hearing from you.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:04/12/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a package at priceline on April 10, 2023; however, the itinerary does not provide a full breakdown of the costs. In order for me to get reimbursed from my employee for this work trip, I must supply them with a breakdown of the costs. After speaking with priceline and getting transferred to three different individuals no one was able to assist me with obtaining an itinerary with the breakdown of the costs. I attempted to cancel the reservations as it was less than an hour post purchased and I was only going to be refunded $317 out of the $1,594.91 that was paid. I also paid $90 to cover my trip in case there were any issues; however, that doesn't seem to cover any parts of the trip. This company is a complete scam. I would like a full refund so I can book this trip with a different agency. I spoke with management; however, they were less than helpful. What im asking for is not unreasonable. Any reasonable person would want to know what the costs of their trip is.

  

  Business Response

  Date: 04/23/2023

  Dear ******** *****,
  
  Thank you for contacting us regarding your Vacation Package with Trip Number *********16. We are writing about your Better Business Bureau complaint.
  
  We see that one of our Executive Care team responded to your concern.
  
  We appreciate your time. Stay safe and healthy!
  
  
  Sincerely,
  Executive Offices

• Initial Complaint

  Date:04/12/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked 2 hotel stays at the same hotel. One for July 9th one for July 18th. Priceline offered me a save 25% on the next stay for the 2nd booking. The 2 rooms were $6 difference but Priceline made up that money in fees. When asked for a taxes and fees breakdown I was told they didn’t have it. The difference between the 2 rooms was like than $2. Seems very deceptive to me.

• Initial Complaint

  Date:04/12/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm requesting Priceline return $150 they charged on my credit card.
  On March 19, 2023 I purchased a RT airline ticket. I paid additional for FULLY REFUNDABLE (see attachment). The reservation was for May 17, 2023. On March 23, 2023, I cancelled the reservation. Kylie from PL stated it is ******** ******** policy to charge $150 for cancelling. Kylie told me to call ** and they would tell me it is a $150 for cancelling. Kylie said she would only refund $1295.00 back to my card. I told her 3 times that I do not give authorization for her to charge my card but she charged my card $150 anyway.
  I called **, gave the agent my ticket information ******* The ** agent verified it was a fully refundable ticket and there is no charge fee of $150 for cancelling. The ** agent also indicated she could see the full amount $1445.58 had been credited back to PL for my cancellation. March 23, 2023 I emailed PL Corporate.
  March 27, 2023 Juraly B******* from PL Corporate emailed "The Fare Rules showed that there is a cancelation fee the extra amount you paid is the fare difference between the Economy ticket and the Main cabin flexible ticket. Main cabin flexible tickets are a bit more costly than Economy or Basic economy tickets, but this doesn't mean that they are fully refundable. Please also be advised that usually, fully refundable tickets are First class and Business class tickets. We are sorry we did not provide you with the answer you are looking for, and we thank you for your time"
  03/30/2023 I emailed "Unfortunately your employees and the website are providing false information to customers by informing us that if we purchase the upgrade refundable no fee cancellation option we are covered. It's illegal to publish untrue, misleading, deceptive claims".
  
  04/09/2023 Juraly emailed "There is a fee. We apologize that your request was not resolved to your satisfaction. The matter was given every consideration, and we cannot provide the resolution requested."

  

  Business Response

  Date: 04/25/2023

  Dear ******* ************,
  
  Thank you for contacting us regarding your  ******** ******** ticket with Trip Number *********17. We are writing about your Better Business Bureau complaint.
  
  We understand that you would like to have a refund of the 150.00 USD cancellation fee.
  
  Upon booking, you initially have a fully non-refundable ticket. You availed the upgrade to the Main Cabin Flexible. One of the features is it is cancellable. However, it doesn't mean that it is fully refundable. Most refundable tickets come with a fee, even if it's Business or First Class. We reached out to ******** ******** to validate the fare rules of your ticket. We were advised that there's a cancellation fee.
  
  We regret that we cannot proceed with your refund request because ******** ******** won't allow it. Please note that the $150.00 fee was with ******** ********, not from us.
  
  We appreciate your time. Stay safe and healthy!
  
  
  Sincerely,
  Executive Offices

  Customer Answer

  Date: 04/25/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because you are not telling the truth. 

  PLEASE NOTE-It is considered a crime to falsely advertise. It is illegal for a business of any type or size—solopreneur, small business, large corporation, non-profit—to purposefully publish an ad that is false or contains untrue, misleading, or otherwise deceptive statements or claims.

  
  ******** ******** agent verified the ticket I purchased was fully refundable and there was no cancellation fee. She could also see where ** returned the entire amount back to Priceline. 

  You can also see the options i've provided in the attachment that there are 3 upgrade ticket options:

  1-No cancellation 

  2- Cancellation with a fee

  3-Cancellation with NO FEE. I purchased the ticket that DID NOT have a fee. 

  I would like you to please provide me with a copy through this BBB platform a copy of the invoice from my purchase and the refund you have on file from ** that shows that withheld $150.00 from them. Please be sure it's the actual invoice from both transactions.

  
  Sincerely,
  
  
  
  ******* ************

  

  Business Response

  Date: 05/07/2023

  Dear ******* ************,
  
  Good day! We got your rejection.
  
  We disclosed that you'll have a Refundable ticket after the upgrade. However, we did not mention if it is fully refundable. Please note that most refundable tickets have cancellation fees.
  
  We value your business, and as a courtesy, we refunded $150.00 today, May 7, 2023. Depending on your bank's processing time, the credit should be posted after a few business days.
  
  
  Sincerely,
  Executive Offices

  Customer Answer

  Date: 05/08/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you for returning the $150 charge back to my credit card. 
  
  
  
  Sincerely,
  
  
  
  ******* ************