ComplaintsforPriceline.com LLC

• Initial Complaint

  09/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a flight with Priceline on 8/6/24 from *** ******* to ****** and back for 9/19/24 returning on 9/21/24. a week or so later i went to check on my itinerary and found out the flight (******** airlines) to ****** was cancelled but the one coming back to *** ******* (******** airlines) was still ok. So, I spent hours and hours now on the phone with ******** and Priceline trying to get my money refunded on my second flight because if I cannot use my first flight then the second flight is useless to me. Priceline informed me they couldn't give me a refund because ******** wouldn't give them a refund (which isn't my problem). The bottom line is I paid Priceline for both tickets but for some reason they only paid for one of the flights that is why my ******** airline flight was cancelled so I believe price is responsible for a full refund I paid.

  

  Business response

  09/11/2024

  Dear **** ********,
  
  We are writing regarding your roundtrip reservation with Trip Number ********518.
  
  We received your complaint and we apologize for any inconvenience caused by this. As we appreciate your business with us, we will process a goodwill refund of your ******** Airlines booking. Kindly provide us the following details.
  
  For ACH Refund:
  US Based Bank
  Name -
  Bank Name -
  City/State -
  Routing/Transit# -
  Account Number -
  Billing Address -
  
  For Check Refund:
  Name -
  Delivery address -
  
  We look forward to your response
  
  
  Sincerely,
  Executive Offices

• Initial Complaint

  09/05/2024

  Complaint Type:

  Facilities Issues

  Status:

  Answered

  More info

  We booked a room using Priceline. The photos representing the hotel was nothing like what the hotel currently is. They are apparently going through major renovations. The room was for our son coming in from another state. He has lung issues (having had 6 major pulmonary embolism in his lungs resulting in damage) leaving him with breathing issues. He cannot be around strong odors, dust, etc or it causes his lungs to be filled with fluid, resulting in a hospital stay. As soon as he stepped foot in the hotel and got to the room, he called. He could not handle the drywall dust and paint fumes. Let alone the room they gave him was previously used and had stained sheets and bugs. I called the hotel and they tried moving him rooms. We explained that would not help his lung/health issues. They refused to cancel the reservation, or call their manger. The front desk agent lied to Priceline when they called stating the hotel was only under minor renovations. Priceline did absolutely nothing about the issues either, only said they would escalate the complaint, but we never heard back from anyone. I had to book him a new hotel. When I spoke with the manager at the hotel, Dev P****, he stated he was not required by Priceline to inform people on his website that they were under major renovations or change photos to update what their rooms currently look like. He also stated it was not his problem if people had health issues/breathing problems that were exacerbated by the smells and drywall dust. They had the option to leave without a refund. I am requesting my money back as this was a misleading/false advertisement on both Priceline and the hotel with noone willing to correct the situation. Attached is the new hotel with reservations made through ********* where my son actually stayed in ***** ************ at *** ******* **** I can provide more details if need be.

  

  Business response

  09/16/2024

  Dear ***** ****** **,
  
  Thank you for contacting us regarding your hotel reservation at the ******* *** ******* ***** ******** for Request Number ********518.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We understand that you were unhappy with your hotel accommodation due to the renovation. We address complaints directly with our hotel partners to ensure that future customers do not have the same issue. We contacted the property to request an exception or a refund, but we did not obtain approval. Since we value your business, we refunded 50% of the reservation cost for 81.39 USD. Our system processes refunds within one business day. You may contact your bank directly to inquire about their posting time.
  
  We hope you find this information helpful.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  09/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a travel insurance, * *****, to my trip from *** ******* to ******** on 07/12/2024 via Priceline. I got sick and they refused to help me. I called Priceline and asked to reschedule my return ticket. I was very sick, and I wanted to come back to the USA soon. My return ticket was on 08/23/2024. The Priceline asked me to pay $5000 for one way ticket. I said I bought a travel insurance. They said I need to talk with **********. They said the Priceline does not have phone number to **********. I did not have access to internet. The Priceline employees did not have sympathy with man who was very sick, and asking for help. Only help they offer me was “o we are very sorry.” I talked with their manager and she said sorry they cannot help. I was very sick. They could help me to talk to * *****. But they hesitated to help me. I paid extra $94 to ********** via priceline.com to purchase a travel insurance. They promised a lot of things such as $50000 if you get sick and more. I think they like to collect premium and not pay anything. I told the Priceline employee that I was very sick but they could help me. They knew ********** is a phony company that created by the Priceline to cheat people. I am sure, these greedy companies took their business to outside of ******* so they can cheat more people. They know they cannot cheat people in *******. They think that they can cheat and they can escape because they are in Philippines or Latin *******. I was very sick and I did not have enough money to go see a doctor in ********, ******. Second, I did not have more money after I bought a ticket from ******** to *** ******* via *** Airlines, $1500. Also, I did not want to see a doctor because if they said you cannot travel because your health, sick. What should I do that time? The Priceline and ********** took my money, but they cheated me. They promised that in case of emergency they would help mer. But they left me, sick, in the dark to die. I was very sick.

  

  Business response

  09/16/2024

  Dear ****** *********,
  
  Thank you for reaching out regarding your ***** ******* ticket with Trip Number ********517. We are responding to your Better Business Bureau complaint.
  
  We are sorry to hear that your flight was not completed due to illness. We understand that rebooking your return ticket was costly, with both rebooking fees and fare differences being significant. Please be aware that we have access to the airline’s flight and fare inventory but have no control over availability or pricing.
  
  Our records indicate that we have forwarded your medical documentation to ***** *******, but we have not yet received a response. Please note that submitting a refund request to the airline does not guarantee approval; the final decision rests with them.
  
  We see that you purchase a Trip Insurance. We recommend filing a claim, please contact ****** using the following resources. You need to have internet access.
  

  Online Claim Initiation: ********************************** to get started
  For any other questions, visit Homepage - Description of coverage details
  Customer Account Page - ******************************
  

  We appreciate your time. We hope that you feel better now.
  
  
  Sincerely,
  Executive Offices

  
  

• Initial Complaint

  09/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a room for the below. Total Cost: $400.01 Priceline Trip Number: **********5-16 Priceline offers a best price guarantee, so I shared with them ask they requested the price from ******* for 346.16 They refused saying i gave them a member price. The member from ******* is signing up for an account and additionally the reservation i got I was also a "VIP Member" of Priceline, they are extremely deceptive and not honoring their best price guarantee as a VIP member of Priceline.

  

  Business response

  09/16/2024

  Dear I*** *******,
  
  Thank you for contacting us regarding your hotel reservation at the **** ****** ****** for Request Number ********516.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We understand that you found a lower rate for your itinerary. While you book your reservation when logged in as a Priceline VIP member, the Best Price Guarantee policy requires the lower rate found to be available to the general public. This excludes other special rates, including those for corporate customers, military personnel, students, children, senior citizens, groups, and members of organizations such as *** and ****, as well as wholesaler and consolidator fares, convention rates, and rates purchased through coupon promotions, loyalty, and other "reward" programs. We cannot match the price since the rate was available to you while you were signed in to ***********.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  09/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had an existing credit with price line from trip #********518. In January of 2024 I called and used that credit to book travel on ** departing *** on 7/23/24 and traveling to ***. When I arrived at the airport I was informed that I was not a ticketed passenger. Through a lengthy call with Priceline (on 7/23/24) it was determined that the PRICELINE representative, when booking the travel in January, applied the entire credit to my husband's ticket and none to mine. The Priceline representatives advised me to purchase a ticket to and from my destination and then submit the receipts to them for reimbursement. While on my vacation I submitted the receipts as requested but did not get a response. I called again on 8/3/24 and spoke with Madison. During this call the Priceline representative asked me to again send in the information, which I did while on the phone. She informed me that I would get a return call within five (5) business days as to the status of the refund. I never received such a call. When i didn't hear back I called again on 8/16/24 and again asked about the status of my refund only to be told it was "in accounting" this was Priceline's fault, it caused me to miss my original flight, and I still have not been reimbursed.

  

  Business response

  09/12/2024

  Dear ****** *********,
  
  Thank you for contacting us regarding your ******** ******** tickets under Trip Number ********518. We are currently addressing your Better Business Bureau complaint.
  
  We understand that you are seeking a refund and sincerely apologize for the inconvenience caused. After a thorough review, we have determined that a refund of $731.95 USD is due to you. However, we are currently unable to process the refund to the original form of payment. Instead, we can offer the following alternative payout options:
  
  - ACH (US-Based Bank)
  Bank Name:
  City/State:
  Routing/Transit Number:
  Account Number:
  - ACH (International Banks)
  Bank Name:
  City/State/Country:
  SWIFT Code:
  Account Number:
  IBAN:
  Email Address for Remittance:
  
  * ******
  Birthdate:
  Email Address associated with ****** account:
  
  *****
  Date of Birth:
  Phone Number associated with ***** account:
  
  Check
  Updated mailing address:
  
  
  If you opt for ****** or *****, please also provide your mailing address as a backup in case there are any issues with these methods.
  
  
  Sincerely,
  Executive Offices

  Customer response

  09/13/2024

  Please submit refund via *****
  

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

  Date of Birth: ********
  Phone Number associated with ***** account: ###-###-####

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

  

  Business response

  09/19/2024

  Dear ****** *********,
  
  Thank you for providing your ***** details. A payout of $731.95 USD was processed today, September 19, 2024.
  
  We appreciate your patience and hope to assist you with your future travel needs under more favorable circumstances.
  
  
  Sincerely,
  Executive Offices

• Initial Complaint

  09/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Booked a flight and rental through United Packages under Priceline on July 23 2024. I paid $2715.42. After a few days I realized the trip would not go as planned and called to cancel the trip. I was informed I just missed the cancellation date and as such would not be getting a full refund. I only received $546.68 back a received no services in return. I can’t fathom how this is legal to pocket $2,168.74 and provide no service or product. I feel like a victim of theft as a result of this transaction.

  

  Business response

  09/16/2024

  **** ******** ******,
  
  We are writing regarding your package reservation for Trip Number ********516.
  
  We received your Better Business Bureau's concern.
  
  Our records indicate that one of our flight specialists assisted you in obtaining a refund for your flight. As per the fare rules of your ticket, a refund would only be allowed with a cancellation fee of 200 USD per person. With your approval, a refund totaling 546.68 USD was successfully processed on August 9, 2024. Additionally, we requested a refund exception for the paid seats and rental car. We are pleased to inform you that we have received approval from our partners and have successfully processed the refunds to your original form of payment. Depending with your bank, please note that it may take a few business days for the refund to reflect in your account.
  
  Breakdown:
  Total Paid: 2715.42 USD
  
  Flight Cost: 1,346.68 USD
  Less Cancel Fee: 200 USD x 4 pax = 800 USD
  Total: 546.68 USD (Refunded)
  
  Paid Seat Cost: 295.92 USD (Refunded)
  Rental Car Cost: 1072.82 USD (Refunded)
  
  Total Refund: 1,915.42 USD
  
  We hope you find this information helpful. Stay safe!
  
  
  Sincerely,
  Executive Offices

  Customer response

  09/16/2024

  
  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. I just wish your customer service representative could have handled this instead of forcing me to take this route. Definitely will not be dealing with you again.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  09/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Feb 2, 2024, I booked 2 flight tickets from *** to *** on the platform Priceline (Priceline trip#: ********516), which cost me $662.78. Later the Carrier Company **** told me the flight was canceled and I could ask for a full refund or change to another flight for free. I asked for a full refund and they did. However, I haven’t received the refund yet. I contacted my bank agent and they said Priceline refused to refund because I didn’t buy the insurance so I should be responsible for any flight change. I tried to contact them but they refused my request. The thing is **** has already returned the money back to the original account I paid through, but Priceline refused to give my money back.

  

  Business response

  09/17/2024

  Dear ****** ****,
  
  We hope this message finds you well. We are reaching out in response to your recent Better Business Bureau complaint regarding your **** tickets with Trip Number ********516.
  
  We have been informed by your bank that a transaction dispute was initiated, leading to the commencement of the chargeback process involving your bank and Priceline. This means that all discussions and correspondence about this matter should be directed to your financial institution. Given the initiation of the chargeback process on your part, we regret to inform you that we are unable to take any further action, including processing a refund, in your case.
  
  If your bank concludes its investigation without providing a refund, we kindly request that you capture a screenshot or photo of the email confirmation from your bank. Please attach this image to your BBB complaint so that we can thoroughly review the situation with our travel partner.
  
  We apologize for any inconvenience you may have encountered and sincerely appreciate the opportunity to continue assisting you with your travel requirements.
  
  
  Sincerely,
  Executive Offices

  

  Business response

  09/29/2024

  Dear ****** ****,

  Thank you for providing your bank's letter. We are pleased to inform you that a refund of $662.78 was processed on September 26, 2024. Please note that while we typically process refunds within one business day, the posting to your account will depend on your bank’s processing time.
  

  We appreciate your patience.
  
  
  Sincerely,
  Executive Offices
  

  
  

  Customer response

  09/30/2024

  
  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

  09/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  charged for a sport utility vehicle and was force to downgrade to a small car.

  

  Business response

  09/17/2024

  Dear ******* ********,
  
  Thank you for contacting us regarding your rental car reservation with ******** for Trip Number ********516.
  
  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. Upon review, we have confirmed with ******** that they canceled your reservation. Therefore, we refunded $206.75 for the booking cost to the original form of payment used to make the purchase. Our system will process your refund within one business day, and you may contact your bank directly to inquire about their posting time.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

  Customer response

  09/17/2024

  
  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

  09/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On June 29, I booked a hotel room at the ************ through Priceline. The total for the room was $375.97 and the resort fee came to $24.77. However, ************ ended up charging me a total of $287.46 for the resort fee. I brought this up to Priceline by calling them several times but I get the same runaround answer - that they're still following up with their third party vendor to figure out why I was charged for more than what was advertised. I was initially told that this will take about two weeks to resolve but it's been a month and still no resolution. I just want a REFUND for the difference in the amount of $262.69 PLUS a $250 Priceline credit for the wasted 4 hours of my time speaking with representatives who gave me nothing but a runaround.

  

  Business response

  09/16/2024

  Dear ********* ****,
  
  Thank you for contacting us regarding your hotel reservation at *** ************ ** *** ***** for Request Number ********518.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We understand that the hotel charged you more for the resort fee that we quoted on your itinerary. Our records indicate that we refunded the difference of 201.99 USD on September 3, 2024. Our system processes refunds within one business day. You may contact your bank directly to inquire about their posting time.
  
  As a gesture of goodwill, we sent a separate email with a coupon for a 20% discount for a future Express Deal booking. You must use the coupon by December 15, 2024, at 1:12 PM EDT. You can use the coupon code for a single transaction, and any remaining residual value can no longer be applied to another booking. The email will contain instructions on how to redeem this coupon.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  09/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 8/20/2024 I purchased a flight ticket with ****** Airlines through Priceline. When I was purchasing the ticket, I selected the option to get trip protection insurance. It processed my payment but said "trip protection purchase failed. Your trip has been booked but the Insurance you selected has not been purchased." It did not notify me prior to processing the ticket purchase that the insurance would not be able to be processed. If I would have known this, I would not have purchased the ticket. I now need to cancel my trip. I first contacted ****** Airlines on 9/3/2024 for a refund and I was told that I would only be able to get a ****** Airlines credit. When I explained about the trip protection insurance, they said I would have to go through Priceline to get resolution. When I called Priceline, they stated that I could not get a refund to my credit card because I didn’t purchase the trip insurance, which they would not let me purchase.

  

  Business response

  09/16/2024

  Dear ******* **********-*****,
  
  Thank you for reaching out to us about your air and rental car reservation with Trip Number ********518.
  
  We received your concern from the Better Business Bureau. We understand that you are seeking a refund for your unused tickets.
  
  After reviewing your booking, we found that the trip insurance provider rejected your request to add it to your booking. We conveyed this to you on the same day of purchase. If you did not want to continue with the trip without insurance, you had the option to process a refund within the 24-hour free cancellation period. However, you only chose to cancel the rental car portion. We guarantee that no charges were made for the trip protection. Unfortunately, at this point, your air portion is non-refundable, and we are unable to process your refund.
  
  We apologize for any inconvenience this may have caused and hope to have the opportunity to serve your future travel needs under more favorable circumstances.
  

  
  Sincerely,
  Executive Offices

  Customer response

  09/16/2024

  
  Complaint: ********
  
  I am rejecting this response because:
   
  When the trip insurance provider rejected my request to add it to your booking I was not made aware that I had the option to process a refund within the 24-hour free cancellation period nor did I need to cancel at that point in time.
  Further, I did not cancel the rental car portion because of not receiving the trip insurance. The booking had me flying into one airport in ******* and picking up the car at another airport in *******. So I had to cancel the original reservation and book another rental car for the airport I was flying into.

  
  Sincerely,
  
  ******* **********-*****

  

  Business response

  09/23/2024

  Dear ******* **********-*****,
  
  We received your rejection. 
  
  The 24-hour free cancellation was presented before your purchase and was also displayed on your confirmation page. After 24 hours from the time of purchase, we are required to adhere to the fare rules of your ticket. The specific reservation you made was at a deeply discounted rate and does not allow for refunds under any circumstances. As a result, we regret to inform you that your reservation remains non-refundable.
  
  Thank you for reaching out to us.
  
  
  Sincerely,
  Executive Offices

  Customer response

  09/23/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* **********-*****

*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. ↩