Business Profile

Travel Agency

Priceline.com LLC

Headquarters

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

7,075 total complaints in the last 3 years.
2,175 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:12/05/2022
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 had purchased a ticket with Priceline and because of COVID restriction, travel did not happen as planned. Priceline never refunded money and they are saying that ticket has been purged and there is no way they can refund that money now and asking me to contact airline (*** *****) directly. Airline clearly said they can not refund directly to me and can refund it to portal (or agent) which was used to book tickets and need Priceline to initiate refund request.
I have done multiple calls and there is no resolution on this ticket.
Ticket Numbers: ************* and 0987614987451
Travel Dates: July 27, 2021 to September 24, 2021
Total Charges: $1298.14

Thanks.
Business Response
Date: 12/21/2022
Dear ******* *****,

Thank you for contacting us regarding your *** ***** tickets with Trip Number ***********. We are writing to you about your Better Business Bureau complaint.

We are glad to let you know that we were able to refund your tickets. A refund of 1298.14 USD was processed today, Dec 21, 2022. Posting time depends on your bank's process.

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
Initial Complaint
Date:12/05/2022
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 used the priceline breaker tool which is a scam by the way. I entered on the search bar ************** as my destination for a hotel and the priceline breaker features put me on a hotel 3 hours away from my destination. I called them and they said they cannot do anything about it and that they neither could me get me a refund nor a credit ao I coukd use foe future bookings. This is a scam in all ways and I want my money back. It is disgusting the way they do business.
I uploaded two images. One for the booking they out me on in ******** ** and another showing the receipt for another Hotel to proof where my destination was. I demand a refund
Business Response
Date: 12/14/2022
Dear ****** *******,

Thank you for contacting us regarding your reservation at the ***** *** * ****** **** ******** ***** **** for Trip Number ***********.

We are writing in response to your Better Business complaint.

As we understand, you requested a hotel stay at *************** **; however, the property you received was three hours away. Upon review of your reservation, your Contract shows that you entered ********* **, for this booking and not *************** **. Additionally, we indicated that you would get one of the three hotels with the addresses we presented during the booking process, and it shows that all three hotels are in ********* **. By completing the booking process, you agree to the reservation information and terms and conditions of your booking, stipulating its non-refundable nature. Regrettably, we could not issue a refund for this transaction.

We sent you a copy of your Contract for your review.

Thank you for your time.

Sincerely,

Executive Offices
Initial Complaint
Date:12/05/2022
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.
Travel to *** ***** on September 27-30 from ************ Airport for 2 people. Trip ticket *********5507 and *********5506 and trip number *********17. I was informed on August 26, 2022 that I have ********** ****** at ****** ****** ******** which made this trip impossible. I am currently going to *** ***** in ************ for chemo therapy every two weeks since October 2, 2022, I spoke to Leslie on September 7, to cancel this flight and I thought everything was taken care of and we would receive our refund. We also purchased a Priceline trip cancellation from Alliance for this trip and spoke to Manish for **************3. My husband & I thought everything would be handled. Priceline stated we did not call to cancel and denied our refund. I do not understand this since we thought we did all the correct things to get our refund.
Business Response
Date: 12/18/2022
Dear ****** *****,

Thank you for contacting us regarding your reservation with Trip Number ***********.
We are writing in response to your Better Business Bureau complaint.
We are hoping you are all staying healthy.
We checked on the reservation, we see that ******** ******** invalidated your ticket since the flights weren't canceled before the flight departure.
We listened to your call with us on September 07, and confirmed that you spoke with our agent who assisted you to cancel your rental reservation, but asked you to call us back for the hotel and the flight.
During the time you contacted us to cancel the booking, the agent offers to cancel the reservation less the penalty fee of $200 per passenger.
No cancelation has been made for the flight booking.
We regret to inform you that a refund could not be granted on our side as this is the agreed policy of the airlines and our company.
We can try to request a refund with ******** ********, but you will need to reply with your BBB complaint along with your medical documents so we can communicate with your airlines.
Please note that this will be subject to the airline's approval.
Sincerely,
Executive Offices
Initial Complaint
Date:12/05/2022
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 rented a car through Priceline and they refused to help me deal with the scammers they referred me to. They need to get their partners to repl*** the broken car I'm stuck with.
Business Response
Date: 12/13/2022
Dear ******* ****,

Thank you for contacting us regarding your rental car reservation with *** for Trip Number ***********.

We are writing in response to your Better Business complaint.

We understand you requested a replacement vehicle from *** for the broken car you received from them. Our records show that one of our Executive Care representatives contacted you on December 5, 2022, and received information that *** had sent you a new vehicle. You also advised that you had no further concerns after receiving the replacement vehicle. Therefore, we considered this case closed.

Thank you for your time.

Sincerely,

Executive Offices
Customer Answer
Date: 12/14/2022

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.

Sincerely,

******* ****
Initial Complaint
Date:12/02/2022
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.
****** ****

On November 20th, I made Reservations for a rental car through Priceline and was charged immediately $171.25. When I arrived to ******* car rental it was very busy and when I made it to the counter I told the customer service rep that I have reservations with ******* through Priceline and that I was already charged $171.25 for a compact SUV. The rep stated OK and proceeded with my rental and stated we no longer have compact SUV's but no worries I will upgrade you at no extra cost. After all said and done. I signed my contract with ******* and left.

A few days later i was going through my emails when I realized that there had apparently been a mistake or computer glitch when I realized that I had received another reservation from Priceline for **** at 4:48 pm the same day after receiving an email for reservations for ******* car rental from Priceline and looking at my credit card statement realizing that the $171.25 has been applied to **** through Priceline not *******.

I called Priceline on 12/01/22 several times explaining what has happened and they continuously stated and refuse to refund me for an apparently error that took place on their behalf. I am extremely stressed and mad about this situation that has occurred.

I am praying for justice. It's not ok for a company to just take money from a customer for instances like this. I clearly understand what there agreement states. But. this situation is NOT the case. Priceline clearly occurred an ERROR on their end and needs take accountability and REFUND me my $171.25. I have been a a faithful customers for a few years and I'm not happy noir can I afford to pay for something I didn't do noir signed a contract on.
****** ****
************
Business Response
Date: 12/12/2022
Dear ****** ****,

Thank you for contacting us regarding your rental car reservation with **** Rent a Car for Trip Number ***********.

We are writing in response to your Better Business complaint.

As we understand, you were unaware that your reservation was with **** Rent a Car and not with ******* Car Rental. Our records show that we sent your confirmation email indicating that your rental car was with **** Rent a Car. Nevertheless, we contacted **** Rent a Car and confirmed that your reservation was unused. As a one-time exception, we refunded $171.25 to the original form of payment used to make the purchase. Refunds take 3-10 business days to post to your account. You may contact your bank directly to inquire about their processing time if you need to check the status of your refund.

Thank you for your time.

Sincerely,

Executive Offices
Initial Complaint
Date:12/02/2022
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 booked a hotel for a family vacation for 12/24 and 12/25. I used Priceline to book for the ******* **** in *** ****** *****. Hurricane Ian hit and the hotel was closed due to damages. I called Priceline asking for a refund. I called them about 12 times. Each time they could not reach anyone at the ******* *** to request the refund. They told me to call the ******* *** directly. The number on the ******* *** is not a direct line. I called 4 times. It brings you to the general reservation line. I was told by agents Anna that if Priceline calls and follows the right prompts they can issue the refund. I am stuck in the middle. No one will help me. I had to change my holiday plans as the hotel was closed. Now supposedly the hotel is open but no one is there is taking calls. I called again yesterday and the ****** reservation lines said no one was as answering the call and that Priceline needs to call for the refund. The amount is $438.96. I’m stuck in the middle due to a hurricane trying to so something special for the holiday. I ended up going to Maine as the hotel was closed and I was told by Anna I would get a refund. Now I received an email saying there is no refund. But again I asked who they spoke to as no one answers the phone. It appears the denial is not truthful. Please help me with my refund.
Business Response
Date: 12/06/2022
Dear ***** *****,

Thank you for contacting us regarding your hotel reservation at the ******* *** *** ****** ***** for Request Number ***********.

We are writing in response to your Better Business Bureau complaint.

We understand that you requested to cancel the reservation because the hotel is closed. We called the property and confirmed with April (Front Desk Agent) that they have reopened on Dec 02, 2022. Therefore, they can accommodate your reservation. Since this is a restricted rate, we requested an exception or a refund but did not obtain approval. Regrettably, the reservation remains non-refundable.

Thank you for your time.

Sincerely,

Executive Offices
Initial Complaint
Date:12/02/2022
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 went to purchase 2 tickets on Priceline. One leaving dec 8 and one returning dec 10. The bundle was with one ******** Airlines flight and one ****** flight. When I went to finish at checkout, it told me that package was no longer available. I went back and selected everything again and went through the process after checking the “my trips” section to make sure there was not anything in there. It told me I had a similar reservation. I refreshed the website in another browser and checked the my trips section again and still nothing showed. I went ahead and booked the flights. Then upon refreshing those last two flights appeared under the “my trip section”. I thought nothing of it and just chalked the inconvenience up to it being cyber Monday. Three days later I checked my credit card statement to see they charged me for four flights instead of two. To this day- under the my trips section it still only shows 2 flights. I tried calling customer service and the best I was offered was a Travel voucher for one flight. I’d like a full refund for both double booked flights. When I tried speaking with a manager about this- he said he could give me a refund for ONE flight but it would still have a 75 dollar fee. I would be out 165 dollars for an issue with their website. When I tried discussing that to him he said “are you going to take the refund or argue with me?” Then he proceeded to hang up. I’m attaching proof that within an hour of writing this, my Priceline account on the website only shows 2 flights and not the 4 on my credit card. I would like an actual full refund and do not find a voucher acceptable in this case.
Business Response
Date: 12/20/2022
Dear ******* ******,

Thank you for contacting us regarding your ******** Airlines and ****** Airlines tickets with Trip Numbers *********** and ***********. We are writing in response to your Better Business Bureau complaint.

We understand that you would like to have a refund.

Our record shows that there were duplicate reservations booked for you on Nov 28, 2022. On Nov 29, 2022, we sent you an email regarding the double tickets. During the cancellable period. Today, unused tickets are non-refundable per the fare rules and restrictions imposed by the airline.

We value your business. As a courtesy, we will refund you the ticket value under Trip Number ***********, a total of 452.24 USD.

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 the needed information on your preferred refund process.

ACH:
Bank Name:
Account Number:
Routing Number:
Address:

CHECK
Mailing address:

We will wait for your Rejection response. Stay safe and healthy!

Sincerely,
Executive Offices
Customer Answer
Date: 12/20/2022
Thank you so much for you response to this issue. I would prefer to receive the refund via check. My address is *** *********** **** *********** ***** ******
Business Response
Date: 01/01/2023
Dear ******* ******,

Happy New Year!

A request to cut you a check for 452.24 USD was forwarded to our Accounting Department. Please note that we process check refunds within 15 working days.

We hope to have the opportunity to regain your confidence in booking with us in the future when you have travel planning needs. We appreciate your time. Stay safe and healthy!

Sincerely,
Executive Offices
Initial Complaint
Date:12/02/2022
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.
On April 9, 2022 I reserved a car through Priceline.com. It was thought ****** Car rental at the
*********** ** airport. I was supposed to pick the car up on October 8 and return it on
October 13. The charge was $415.81. The reservation # was ***********, Trip#************** **. I charged this on my ******** ******* account. This was for a cousin's reunion.
Unfortunately the hotel we were to stay at in ***** ****** had a fire and our reservations
were cancelled and refunded. I emailed and called Priceline numerous times and was told I
could not get my refund until the pickup date. That came and went with more emails and phone
calls. At that timer of year (foliage season) there were no other lodging available for the large
group. Priceline has constantly given me the runaround regarding a refund. I never used the car
and up until this event always booked on Priceline. My last two emails have gone unanswered.
When you call you get someone who is home, usually with a child or dog barking in. the
background. I want a refund for the $415.81 that was charged to my ******** ******* account
Can you help me resolve this request for a refund with Priceline. I can furnish emails and the
**** statement id you need it.
Business Response
Date: 12/12/2022
Dear ******* ******,

Thank you for contacting us regarding your rental car reservation with ****** Rent a Car for Trip Number ***********.

We are writing in response to your Better Business complaint.

We understand that you had to cancel your trip due to issues with your hotel reservation. Our team reached out to ****** Rent a Car and confirmed that your rental was unused, and they did not apply your prepayment to this booking. Therefore, we refunded $415.81 to the original form of payment used to make the purchase. Refunds take 3-10 business days to post to your account. You may contact your bank directly to inquire about their processing time if you need to check the status of your refund.

Thank you for your time.

Sincerely,

Executive Offices
Customer Answer
Date: 12/14/2022
***** ******* ****** **********************
***** ******** ******** *** **** **** **
*** ********** ***********************
******** *** *** **** * *** ******* **** *** ******* *********** ********* ********* *********

Thank you so much for helping me resolve this matter. I will highly recommend using BBB.

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

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

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

************
Initial Complaint
Date:12/02/2022
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 tickets to ***** and a return flight. ***** airlines. I purchased insurance. ***** cancelled the flight- not me. ***** claims they reimbursed me but listed a closed account. They now say I should contact Priceline since I never received my refund. I don’t know who is responsible but I need my refund for both tickets. I have gotten zero refund and I purchased insurance. ***** is wrong. They never reimbursed. One of these two companies needs to refund my entire purchase. I bought the insurance, too. This may have been sent to a closed account which means it bounced back to one of you. You will have to trace that. It’s not my responsibility but I received ZERO refund.
Business Response
Date: 12/20/2022
Dear ***** ********,

Thank you for contacting us regarding your ***** Air Lines (**) ticket with Trip Number ***********. We are writing in response to your Better Business Bureau complaint.

We understand that you are waiting for your refund.

The ticket number indicated by ***** Air Lines does not match the ticket number issued by our agency. However, it's possible that ** reissued your ticket before processing the refund. If you don't own the Credit Card: ** ****** ** ****, kindly contact ******. It's likely that ** transmitted the refund to them.

Email: ***************
Phone: **************

We appreciate your time. Stay safe and healthy!

Sincerely,
Executive Offices
Initial Complaint
Date:12/02/2022
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.
When i arrived at the our original, the ******* ***. i tried to check and apparently they had lost my reservation on the hand of priceline never reserving the hotel stay. After calling priceline they transferred me to there relocation team that found a different hotel far away from the original. we checked in to the different hotel and after unpacking we found that hotel had a roach infestation. i have made a formal complaint to the local heath department of that county about the issue. i immediately called priceline to get transferred again to a cleaner hotel and explained the situation. they told me since i have been relocated once they could not relocate again. i had to find another hotel and pay for it out of my pocket, in the middle of the evening. I have never been reimbursed for the for the original reservation and i also need reimbursed for the extra 300$ for another 2 night stay at a different hotel, for a total of 450$. i am seeking resolution with help of the BBB before taking the last step and taking them to small claims court.
Business Response
Date: 12/08/2022
Dear ******* *******,

Thank you for contacting us regarding your hotel reservation at the ******* *** ********* ******* Area for Request Number ***********.

We are writing in response to your Better Business Bureau complaint.

We understand that you did not use the alternate hotel we provided because you were unhappy with your accommodation. We called the hotel and were approved a refund for the second night charge only. Our records indicate that we refunded you 15.62 USD on Oct 21, 2022. Because we value your business, we refunded the remaining charge of 135.10 USD. To sum up, we have fully refunded your reservation for 150.72 USD. Refunds take 3-10 business days to post to your account. You may contact your bank directly to inquire about their processing time.

We apologize for the inconvenience, and we hope you find this information helpful.

Sincerely,

Executive Offices
Customer Answer
Date: 12/09/2022

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.

Sincerely,

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

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