Priceline: No One Screws You Like We Do

After an unexpected emergency forced a change of flight plans, neither Priceline or the airline would help. The airline kept telling me that Priceline has to authorize the change because the reservation was made through them, and Priceline kept refusing to change my reservation as a matter of policy. In the end I lost a $600 ticket. After that painful lesson I re-booked directly with another airline and that's how I've done it since then: directly with the airline, directly with the hotel, and directly with the car agency. It probably costs a little more, but in the event of problems (and more have happened since) it's just so much easier to deal with than savings a couple of bucks through a third party. Priceline is probably great if absolutely nothing goes wrong on your trip (and, judging from other reviews, even that is questionable) but if anything does go wrong, hope you brought along a jar of vaseline. Don't deal with Priceline if you value your money and sanity.
View full review
ID
#239121 Review #239121 is a subjective opinion of poster.
Location
Irvine, California
Service
Priceline Flight Booking
Loss
$600

Priceline - wrong flight info

We booked our honeymoon thru priceline.com in Feb 2011, for May 2011. Everything went smoothly until it was time to catch our flight home. We arrive at the airport & proceeded to do the "quick checkin" at the airline, however we were "rejected" and had to go inside to speak to an airline associate. The airline found our names, but did not have us paired with any specific flight. We provided the airline a copy of the priceline itinerary, and the airline agent stated "we dont' have any such flight 102". We immediately called Priceline, and they still had us on this non-exsistant 102 flight. After the airline & priceline spoke to each other, on my cell phone, Priceline discovered they had the wrong flight, to the wrong city. The only thing priceline offered to do was to put us on the same city destination, thru the same airline, for a flight 12 hours later!! My husband became very upset & insisted they find us an earlier flight, even thru another airline, and they refused. After being transfered to several managers, Priceline only offered us $150 refund, when we had to spend $600 thru another airline to get home!!
View full review
1 comment
John N
#288142

Another reason no one should ever book a flight or any kind of travel with Orbitz, Priceline, etc. You are at their mercy when and if they mess up.

I always book directly with the airlines themselves. The prices I get are always comparable with anything I can get with Priceline, etc.

ID
#238498 Review #238498 is a subjective opinion of poster.
Location
Louisville, Kentucky
Service
Priceline Flight Booking

I very upset with Priceline my ticket the arrival and departure were reversed.

I am very frustrated that I lost $127.00 for a round trip ticket from Nyc to Charlotte, Nc. Priceline was my special booking agent for several years I even have friends and family who use Priceline and because they refuse to refund my ticket money, after my ticket was purchased through a relative and I was to travel to see my sick now deceased Aunt in charlotte. On the day of my flight I checked the Ticket and noticed that my departure and destination were reversed, other words I live in New York and the departure was in Charlotte, Nc. I called them 8 time to try and explain, they gave the run around and the representatives were say well we can't give a refund and you have to pay $150.00 to change your flight, I am like I don't have money to change flight and more money to rebooked new flight at double the cost, come on! They were saying well you have to cancell and just "LOSE" your money. At that moment I felt beytrayed by Priceline Ads and William Snather commerical of help you fairly. So I told my friends and family what happened and they also will not use Priceline again, and they lost me my kids and husband. Diana R
View full review
1 comment
phairest
#242117

That sucks. That's also why airlines and travel agents send email confirmation of your schedule and receipt. Do you really think it's fair to expect them to eat the fare difference because you didn't bother to verify your schedule?

ID
#218348 Review #218348 is a subjective opinion of poster.
Location
Margate City, New Jersey
Service
Priceline Flight Booking

Don't trust priceline :(

December 11, 2010 Dear "Sr. Vice President" We trusted you. You let us down. I honestly don't know why I'm writing this, it's obvious to me that I will not get any response, help or attention. I know the real reason your "customer service" representatives are not allowed to give out your name, phone number, or e-mail address. If you don't have to speak to me in person makes it so much easier to ignore me. This letter, I'm sure, will be "filed" in the trash with any other questions or complaints. The only reason I'm writing is to get it my dissatisfaction out of my system. I'm not a "seasoned" traveler. We don't have the opportunity to fly often. Ordinary life is too expensive for that, but we decided it was time to make the trip to Florida, as a family, to spend Christmas with our mother/mother-in-law/grandma. I've never traveled at Christmas before and was nervous about not being able to book a flight with the time parameters we needed. We went through Price-line because of your reputation for providing the most cost effective deals (and my husband is a "trecky" ) We should know better than to trust celebrity endorsements. Have you ever read "Raving Fans"? It's a very lame story, but, it's a customer service bible. It talks about how customers over the years have lowered their expectations. We expect to be maltreated. We expect bad deals and "snake-oil salesmen". I just didn't expect it from you. I have used your services before, but probably won't ever again. Perhaps you should learn from this. A customer deserves respect. A customer makes your job a reality. I went to your site to look for a possible "deal" to add on a taxi service to our 4 tickets. While there, I checked the current availability and flight costs for our exact trip. We paid $451.43 per ticket. Not much to you I'm sure, but a lot to us. Then, I found the same flight, on your site, for $231.00 per ticket. HUGE difference to us! When I called your representative, he informed me that he could do nothing for us. So I asked to be transferred to his superior. She was "Rose", agent 5260230. She refused to give me her full name. She refused to give me yours. Hmmmmmm…. You know mine. You know my full name, my address, my phone number, and my credit card number. I trust that you will not bother me during dinner. I will not interrupt your private life, but I do expect to be treated respectfully. If people like me didn't bother to use people like you, you wouldn't be in business. I will not use you again unless you address my situation. I don't like that I had to write a "snail mail" letter. I don't like that I found cheaper prices on your own website and you refused to honor them. I don't like your method of customer service. Please remove my "account" from your system. Respectfully, Laura Begian, Nuclear RPh, Normal Citizen
View full review
1 comment
Anonymous
#309006

Good letter!

ID
#211140 Review #211140 is a subjective opinion of poster.
Location
Washington, District Of Columbia
Service
Priceline Flight Booking

Priceline.com has no customer service

I wanted to book a flight to Las Vegas for my Spring Break and saw a great deal through Priceline. So a friend and I made our reservation and paid. We were very excited until we realized that the date wasn't right. We called Priceline and told them so, they told us, very politely, that they could not change nor refund the hotel reservation, they could only change the airline tickets. I asked for a supervisor and was told the same thing. Thus, I was out several hundred dollars for a mistake. I called back and even called the hotel and got the same thing. No one could help me and I was out my money. Thanks William Shatner.
View full review
1 comment
Anonymous
#309025

Stop supporting companies that outsource their customer service to other countries. They don't seem to give a d^amn about decent customer service!

ID
#173741 Review #173741 is a subjective opinion of poster.
Location
Lawrence, Kansas
Service
Priceline Flight Booking
Loss
$650

Priceline - No compassion for the DEAD

My stepfather passed away on 2/21/2010 the funeral was originally going to be on 2/27/2010. But because we have family all over the date was pushed back to allow people to get in town to attend the services. I changed my leave time at work tried to change my flight with priceline and guess what because of contractual obligations they would not change my flight to Friday two days later of course there would be no refund and that I would just loose my money. WOW! I will never do business with them again in this life. This is the truth so please beaware of what you are doing before you buy a ticket with them. No compassion what so ever.
View full review
1 comment
Anonymous
#314475

Don't trust any company that requires you to give them credit card information prior to confirming your final trip/ purchase itinerary. I have used other travel sites .

Something about having to give up cc info without even knowing where I'd be staying or detailed info about my hotel, flight, etc didn't sit well with me!

I hate when customers who support these type of sites are treated like ***. They need to go out of business!~

ID
#172426 Review #172426 is a subjective opinion of poster.
Location
Sacramento, California
Service
Priceline Flight Booking

Priceline - Thieves & Liars Fu&k William shatner

So where to begin.... First of all we booked our tickets they took our money and sent our conformation email and we thought great all done... Well my gf then decided to check the day before our seats were together. She finds out that united has never even heard of me. So we find out even though they took our money they forgot that whole get me on the flight part. Hmmm seems like kind of a big step to miss. We call and they couldn't have been worse on the phone. I wish Scotty was there to beam me up to that call center to put a foot in someones area. They offered to fly me out on alternative date fr FREE. Wow so you mean after you messed up my whole ticket you'll fix it for free how amazing!!!! I talked to a supervisor and apparently I got all the way to the CEO cause he said he was the highest person there. What an embarrasssment not only themselves but the human race in general. They then wanted to fix the ticket by charging us an additional 2000 dollars with no authoraztion or anything. So I'm now 2980 in the hole for a roundtrip ticket from San Francisco to boston.... I beg anyone considering using Priceline to run and run fast. I'd like to point out that we found out how amazing united has been. They fixed everything asap. I wouldn't spit on Priceline if they were on fire...
View full review
1 comment
Anonymous
#268871

DELTA wouldn't have helped you a bit! I won't be flying DELTA or using PRICELINE again.

To all customers and potential customers... DO NOT USE PRICELINE under any circumstances, you will eventually be ripped off.

Everyone who has had a bad experience with PRICELINE add a signature line to all emails you send so that your Friends, Family, and Colleagues may be effectively warned of the risk and hazards of using PRICELINE.

ID
#166381 Review #166381 is a subjective opinion of poster.
Location
Monroe Township, New Jersey
Service
Priceline Flight Booking
Loss
$2980

Priceline.com wants your $ not you

My wife, Rachel, is an Irish citizen. Our daughter, Holly, was born in Ireland and has dual citizenship since I is a US citizen. We purchased airline tickets in July through Priceline's website to visit our family in Ireland over the Christmas holidays. Shortly after the purchase, we realized that Holly's Irish passport will expire in October – meaning Holly will need a US Passport to be able to travel. Before Holly can get a U.S passport, We have to file documents with the US government showing that Holly was born abroad – which takes 6-12 months to process. After those documents are processed, the next step is to file for a social security number… which could take another few months to process! After the social security number is issued, THEN we can apply for Holly's US passport. Our tickets totaled $2,500 – a small amount to a large company such as Priceline but a significant amount to hard-working folks like us! Because they cannot be sure that the proper documentation will be in place by Christmas for our daughter, we would like to cancel the tickets and get a refund. If we cannot obtain a refund, the tickets cannot be used… and 3 seats on that flight will be empty. I would think that under the circumstances (and considering they are giving 4 month's notice), Priceline could refund the money but simply won't because they've got the power to do just that. Can you afford to just toss away $2,500? Not me!! We thought about changing the dates of the flight but were told that to do THAT, it would cost us another $2,500 – DOUBLE the price of the original tickets! It is my understanding that Priceline has a no refund/no change policy. However, someone from Priceline led Rachel to believe that considering her circumstances, an exception could be made. See her email below to Priceline management: RACHEL TO PRICELINE: Please understand that I do not want a call from someone other than one of these executive people. I have sent multiple emails and made many calls about my issue and for some reason, people who have no power to make changes or decisions keep calling me, so I need someone in a position of power to call me. Last night on one of my many phone calls I was informed that this reservation "considering my circumstances" COULD in fact be changed and I have witnesses to the fact that the rep informed me of this. WHY can this be changed and not cancelled??? I need someone to help me. There is going to be no one on that flight in regards to this reservation. I made an error in not paying attention when these were initially bought and as you will see, there are 15 other requests as I was trying to get the best deal. Besides that my daughter's passport is the issue and I cannot get around it. I am asking you person to person to PLEASE help me out. I work very hard for my money and I cannot afford to burn $2500 which is literally what I would be doing. Thank you When Rachel did not receive a response, Brian sent an email…BRIAN TO PRICELINE: Please understand that I do not want a call from someone other than one of the executive people. For some reason, that I do not understand, no one at Priceline.com can dial a phone. My daughter's passport will not let her travel. This is a government issue that I cannot get around. We are aware of the contract because you are a broken record about it. To a large scale company like Priceline, $2500 is a small amount. For a family like ours that is a substantial amount. It can pay for the exact reason that keeps our daughter from being able to travel. You talk about your partners but all airlines I know can cancel flight reservations so why can Priceline not when the seats can be sold to people who can actually travel. Again, we do not want another email. I want to speak with a human being. Preferably one with a soul. XXX-XXX-XXXX is my work number. FINALLY, a response from Priceline: From: priceline.com Executive Offices Date: Fri, Aug 1, 2008 at 9:33 AMSubject: Executive Offices To: Rachel Dear Ms. , Thank you for contacting us regarding your concerns and feedback regarding your airline reservation for Request Number XXXXXXXXXXX. We have previously advised you of our policies regarding your reservation. We wish we could provide the answers you are looking for; however, these policies are directly tied to contractual agreements with our travel partners. This in turn allows us to continue to offer competitive pricing and subsequent savings to our customers. We are truly unable to assist you further in this matter. Please do not expect a response to further correspondence on this issue. Sincerely, Executive Offices The tone of the final email just feels so loving and personal. We called them 60 seconds after the purchase was made. At one stage we were trying to see if they could change my wife's last name on her ticket. The ticket is in her married name but her passport is in her maiden name. After the second supervisor we were told the name could be changed, that they would help us out. As with the airlines we understood that there would be a a fee. The supervisor asked how we would pay so naturally our question is "how much?" The answer we got back was $1,200. Now I ask you, how is that helping out when to change part of a name on a ticket cost more than the ticket itself? Looking online I found that the only time Priceline has refunded tickets was either due to natural disaster in the location or flight canceled and not being able to find a flight leaving the same day. As I have said it is government reasons that we cannot travel on our specified day. In the few conversations that we have had with Priceline makes me feel that if a medical emergency had come up and i was hospitalized, we would still have to pay for the tickets. All I have to say is this If you are going to use Priceline for your travels, be prepared to be on the flight or pay for it any way.
View full review
ID
#131948 Review #131948 is a subjective opinion of poster.
Location
Fort Worth, Texas
Service
Priceline Flight Booking
Loss
$2