Complaints
This profile includes complaints for Priceline.com LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 7,079 total complaints in the last 3 years.
- 2,176 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:01/09/2023
Type: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.
On 31 Dec, we changed our flight using our refunded credits on Priceline, due to the policy of Priceline, our previous cancelled flight is ******** ********, we must choose another ******** ******** using our credits, that's why we get the new flight - ******** ******** Flight **** (from ** to ******). It shows clearly on every confirmation pages that our flight on 7 Jan is ******** ******** (shown in the pictures), and the terminal is Terminal 2.
But, when we arrived at terminal 2 based on the description of the confirmation page which is posted by Priceline, we found that there is no ******** ******* check-in desk on Terminal 2, we have to run to terminal 1 with our heavy baggages, and when we got there, the staff of ******** ******** told us they don't even have this flight (from ** to ******) today, our flight should be ******! And when we run back to terminal 1, we just missed our check-in time, and we have to pay extra 50 bucks to change our flight. What's even worse is that our missed flight departures at 8am, and it's a non-stop flight, we can go back directly to ****** at 5pm. But with the new flight, we have to wait another 4 hours at the ** airport, and we have to change flight at ******* and arrive at ****** at midnight!
Based on the information from Priceline, we strongly believe that Priceline should be responsible for our missed flight and our mental and time loss! We want at refund from our missed flight because of the mistake of Priceline!
Appreciate your help, we are looking forward to your reply.
Business Response
Date: 01/25/2023
Dear ***** ****,
Thank you for contacting us regarding your ******** ******** with Trip Number 2*********8. We are writing in response to your Better Business Bureau complaint.
We are sorry to learn about your unwanted experience with the flight. Our team is currently reviewing your concern. We are looking at possible system issues and the probability of reimbursement.
As part of the investigation, we need receipts that support your claim. Kindly attach the documents in your rejection response.
As of the moment, we're unable to refund the original form of payment. Instead, we can refund via ACH or check refund. Please provide us with your preferred refund process once the investigation is complete.
ACH:
Bank Name:
Account Number:
Routing Number:
Address:
CHECK
Mailing address:
We will wait for your Rejection response. Stay safe and healthy!
Sincerely,
Executive OfficesBusiness Response
Date: 01/25/2023
Dear ***** ****,
Thank you for contacting us regarding your ******** ******** with Trip Number 2*********8. We are writing in response to your Better Business Bureau complaint.
We are sorry to learn about your unwanted experience with the flight. Our team is currently reviewing your concern. We are looking at possible system issues and the probability of reimbursement.
As part of the investigation, we need receipts that support your claim. Kindly attach the documents in your rejection response.
As of the moment, we're unable to refund the original form of payment. Instead, we can refund via ACH or check refund. Please provide us with your preferred refund process once the investigation is complete.
ACH:
Bank Name:
Account Number:
Routing Number:
Address:
CHECK
Mailing address:
We will wait for your Rejection response. Stay safe and healthy!
Sincerely,
Executive OfficesInitial Complaint
Date:01/09/2023
Type: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 an all inclusive vacation package through Priceline.com to "bundle & save" as the website suggests. My trip # is **************.
The trip I was sold was for the **** ******* ******* ***** ****** in ******** ******* but Priceline only sold me and bundled flights for my trip to go to ****** ******* which is on a completely different Island which is 150 miles away from the resort which can only be reached by plane or boat.
This error has been an ongoing issue with booking this resort through Priceline for at least 6 months as we were told by the hotel front desk, taxi drivers and even met another stranded passenger at the ****** airport going to the same hotel booked through Priceline.
*Note, ******** ******* DOES have an International airport that services ******** ******** to ***** which could have been offered and is offered by ********* other travel sites. Their other travel sites also offer a connecting flight in their advertised packages via ******** ***. None of which were offered through Priceline. Priceline is simply flying people to ******< ***** or ** ********** and leaving people stranded when booking this resort.
This snafu cost me a $1,900 additional investment beyond the $2,500 advertised price of the trip via Priceline to correct since we were stranded during the New Years timeframe and also ruined my entire vacation by tying me up with frustrating customer service calls that got me no where for hours on end each day trying to find a way home. It also cost me my precious vacation time which can not be replaced.
The advertised price and travel details of this vacation were both misleading, inaccurate and deceptive.Business Response
Date: 01/25/2023
Dear ***** ******,
Thank you for contacting us regarding your Vacation Package with Trip Number ***********. We are writing in response to your Better Business Bureau complaint.
We are sorry to learn about your unwanted experience with your Vacation Package. Our team is currently reviewing your concern. We are looking at possible system issues and the probability of reimbursement.
As part of the investigation, we need receipts that support your claim. Kindly attach the documents in your rejection response.
As of the moment, we're unable to refund the original form of payment. Instead, we can refund via ACH or check refund. Please provide us with your preferred refund process once the investigation is complete.
ACH:
Bank Name:
Account Number:
Routing Number:
Address:
CHECK
Mailing address:
We will wait for your Rejection response. Stay safe and healthy!
Sincerely,
Executive OfficesInitial Complaint
Date:01/09/2023
Type: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 have tried multiple avenues to book a package deal. Contacting online support and even calling the contact number listed. I have pulled up the package from multple devices and can get eh whole package for around 3000$. When i go to confirm everything is booked. close out the site, clear the cache and go to do it again and everything is 1000$ to 2000$ higher. and miraculously all the flights and hotels are available and ready to book. This is a way to avoid false advertisement as it creating a demand based off your search and raising the prices to hope you will continue with the purchase at a higher price and then allowing you to complete the purchase at a higher price.Business Response
Date: 01/24/2023
Dear ******* *******,
Thank you for contacting us regarding your attempt in booking a Vacation Package on our website.
We work hard to make our site as reliable as possible by testing the most recent versions of each of the major web browsers. If the version of your browser is outdated, we recommend you upgrade to the latest release before retrying.
Other troubleshooting tips:
If you are unsure of the status of your request, please visit our website.
When submitting your request, only have one tab of our site open in your browser.
Clear your cache. Most web browsers will temporarily store a copy of every page you visit. Clearing your web browser’s cache will delete those files and ensure you see the most recent version of the page.
Please try your request from a different computer, smartphone, or tablet.
Our booking system is linked to our travel partners' booking system, just as any other internet travel service or travel agency, and there can be occasional time lags that impact true reservation availability.
We hope you find this helpful. Stay safe and healthy!
Sincerely,
Executive OfficesCustomer Answer
Date: 01/24/2023
Complaint: ********
I am rejecting this response because: it's not operator error. I even had one of you affiliated quote me 3389 and after he tried it would not accept it. He then deleted the hotel allowing him to book a flight and car at **** and then would have to pay another 1000 for a hotel for a total higher than the quoted price. And then kept asking me to lock it in at the higher price
Sincerely,
******* *******Business Response
Date: 02/05/2023
Dear ******* *******,
Thank you for getting back to us.
Flights, hotels, Rental Cars & cruise availability vary and change from time to time. We have no control over it. It's available to the general public and can change prices/fares occasionally.
We are sorry, Mr. *******. However, we can't provide the price/fare you saw initially. We can only confirm a reservation that is available in the market.
We appreciate your time. Stay safe and healthy!
Sincerely,
Executive OfficesInitial Complaint
Date:01/09/2023
Type: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.
On December 25, 2022 I booked a car rental through Priceline with ***** ****** *** for December 29th pick up and return December 31st in ************ ******** Confirmation # *********** $109.51. My flight was delayed several times before canceling leaving from ****** **. I called ***** to cancel and was told since it was through Priceline I had to contact them. I then started calling Priceline (before I left the airport waiting on a ride back home). Reaching them was difficult and had long wait times, eventually I reached an agent who told me I would be refunded once they reached out to the rental company that the vehicle was not picked up. I waited until the following Monday and followed up again with the same difficulty reaching an agent and was told I would receive a confirmation email which I did not. I called again on Wednesday and the agent told me that the previous agent made no notes in the file and since it was past 48 hours I could not be refunded. I did not use the services and I am entitled to a refund. I have been refunded by the Airlines and Hotel with no problems. I called the same night of pickup to cancel.Business Response
Date: 01/17/2023
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.
We understand you requested to cancel your reservation due to a flight cancellation. We contacted ***** *********** and confirmed that your rental car was unused. Therefore, we refunded $109.51 to the original form of payment used to make the purchase. Refunds are processed through our system within one business day. You may contact your bank directly to inquire about their posting time.
Thank you for your time, and we apologize for the delay in resolving your issue.
Sincerely,
Executive OfficesCustomer Answer
Date: 01/17/2023
****** ******** *******
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******* ****Initial Complaint
Date:01/09/2023
Type: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 plane tickets back in September 2022 to go to ****** in November. Due to my fiancé getting new military orders we could no longer go on this trip. I called Priceline in October to cancel my flight and to inquire about my options to get my money back. I was informed that the flights that I booked were nonrefundable but due to this being caused by military orders I could receive a credit not refund. I provided both ******** ******** and Priceline with documentation to support my claim. I was granted a credit from ******** ******* but due to me booking with Priceline to use the credit I had to rebook with Priceline. When I tried to rebook with Priceline I was told I didn’t have a credit and there is nothing on my file. I need to contact ******** *******s to get my credit. I was given the run around from Priceline. Priceline doesn’t want to honor my ******** ******* credit.Business Response
Date: 01/24/2023
Dear ***** ****,
Thank you for contacting us regarding your ******** *******s (**) tickets with Trip Number ***********. We are writing in response to your Better Business Bureau complaint.
We verified with ******** *******s that they approved your tickets to be travel credits on Nov 11, 2022. Per **** instruction, you have to call them to rebook. However, your ticket status is Suspended. Please note that the bookable status of the ticket is Open for Use. There are reasons for having Suspended status. One is a bank dispute.
** owns your tickets; if they cannot rebook your ticket, much more to us.
We are sorry that we're unable to help. We appreciate your time. Stay safe and healthy!
Sincerely,
Executive OfficesInitial Complaint
Date:01/09/2023
Type: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 ***** ********* Cruise through priceline.com and was charged $1939.38. (Attaching receipt.) However, the advertised price was $1379.38. (Please see attachment for price.) I would just like the price difference back to my credit card = $560. Thank you very much.
***** ********* said - only Priceline.com can solve this issue.
I need the $560 price difference money back to my credit card, the money can come from either Priceline.com or ***** *********, but it's up to Priceline.com. Because ***** ********* has declined to speak about this topic with BBB or consumer directly. ***** ********* only wants to hear from Priceline.com.Business Response
Date: 01/22/2023
Dear *** ***,
Thank you for contacting us regarding your Cruise reservation. We are writing in response to your Better Business Bureau complaint.We have forwarded your concern to our Cruise Department. We asked them to contact you directly. They will reach you in 3-5 business days.
We appreciate your time.
Sincerely,
Executive Offices
Initial Complaint
Date:01/09/2023
Type: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 rented a compact car from ****** car rentals im ********* airport through Priceline back in December 12 and was supposed to have the car for 3 days. ****** did not have any cars available for me when I arrived and so they lent me a HUGE 8 seater SUV..I should never have taken it from them but I was so tired and just wanted to get to my hotel. I called ****** the very next morning and asked why they would give me the huge van. I even told them I was a leg amputee and should never been given the huge van! I managed to get it back to ****** the very next day. I was charged through Priceline the full amount of renting a car for 3 days. I'd like a full refund from ****** car rentals as it was their fault that my trip turned out awful and I had to take ***** yo and from the hospital for the entire 3 days I was in *********. I contacted Priceline and was told there was nothing they could do fir me!Business Response
Date: 01/15/2023
Dear ********* ****,
Thank you for contacting us regarding your rental car reservation with ****** Car Rental for Trip Number 2*********7.
We are writing in response to your Better Business complaint.
We apologize for the inconvenience caused by an issue with car class availability at the rental counter. We contacted ****** Car Rental, and they explained that it is their standard procedure to provide the next available car class at no additional cost if the vehicle you reserved is unavailable. Our partner confirmed that they provided you with a 7-seater Minivan that you picked up on December 12, 2022, at 4:47 PM and returned on December 13, 2022, at 7:10 PM. Regrettably, our partner declined our request for a refund.
However, as an exception, we refunded 45.60 CAD for the two unused days to the original form of payment used to make the purchase. Refunds are processed through our system within one business day, and you
may contact your bank directly to inquire about their posting time.
Thank you for your time.
Sincerely,
Executive OfficesInitial Complaint
Date:01/06/2023
Type: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 bought airline tickets through Priceline for ***** Airlines and ******** Airlines in the amount of $728 & ******* travel insurance for $55.85 and the agency isn't trying to give me a refund although this trip was canceled because I ended up getting sick and was hospitalized in a coma for 4/5 months and didn't get out the hospital until August 2022 which is why I was unable to dispute it soonerBusiness Response
Date: 01/22/2023
Dear ******* *******,
Thank you for contacting us. We are writing in response to your Better Business Bureau complaint.
To review your concern and security purposes, kindly provide the following information.
Priceline Trip Number
Name of the Passenger/s
Phone Number and Email Address used in booking.
We appreciate your time. We hope you are feeling better now.
Sincerely,
Executive OfficesInitial Complaint
Date:01/06/2023
Type: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 booked a flight and then found out I could not have the dates due to work schedules so I canceled the flight expecting a refund. I was told Priceline was working on getting the cancelation finalized with the airlines so I could get a full refund. My purchase date for the Priceline tickets ($1,092.77) was 6/21/22 and I requested the refund approximately 8/17/2022.
Over the next 4-5 months I was repeatedly told they (Priceline) was working on getting the refund, but nothing happened except delay after delay. I was told that they were working on getting me a full refund, but nothing is getting done and instead I had credit card charges I had to pay interest on.Business Response
Date: 01/22/2023
Dear **** *****,
Thank you for contacting us. We are writing in response to your Better Business Bureau complaint.
To review your concern and security purposes, kindly provide the following information.
Priceline Trip Number
Name of the Passenger/s
Phone Number and Email Address used in booking.
We appreciate your time.
Sincerely,
Executive OfficesCustomer Answer
Date: 01/23/2023
This can be closed . Even though Priceline was trying not to give me a refund, I eventually got it.Initial Complaint
Date:01/05/2023
Type: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 trip #***********
11-11/1-21 2022. To ****** from ********** **. I cancelled the trip on 11-7. I was told I would receive a refund Minus $15 service fee. Now it is 1-5-2023 and I have called several times to get my refund. Finally on 12-17 I was told I would be mailed a check . Called today and couldn’t even find my trip at first. Then told me refund hasn’t been processed and then went back to it could take 7-10 days. I just want my refund .Business Response
Date: 01/23/2023
Dear ******* *****,
Thank you for contacting us regarding your ****** ******** ticket with Trip Number ***********. We are writing in response to your Better Business Bureau complaint.
We truly apologize for the refund delay. We have verified an error in the refund process initiated on Nov 7, 2022. Today, our Accounting Department confirmed that we have successfully refunded you 612.75 USD to the original form of payment. Posting depends on your bank's processing time. It usually takes a few business days.
We hope to have the opportunity to regain your confidence in booking with us in the future when you have travel planning needs.
Stay safe and healthy!
Sincerely,
Executive Offices
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