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

7,355 total complaints in the last 3 years.
2,212 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:12/02/2022
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,

******* *******
Initial Complaint
Date:12/01/2022
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 flight with Priceline on 10/28/2022 for $330.26 Trips number is *************** Within 20 mins, I called to cancel the reservation for a full refund as it was within the 24 hr. cancellation window. The agent stated a full refund will be processed in 5-7 business days and gave me a Case # *********. I waited a week and no refund showed in my bank account. I called my bank to verify if any refund was pending from Priceline and nothing! Have called numerous times trying to chase my refund and was just given the run around. Was told by Juan (supervisor) that check was then going to be issued but alas I am still waiting on that also. I have called again today 12/1, spoken to another supervisor who is now saying the a check was issued on November 20th but I still have not received the check! What is going on Priceline? Please investigate ASAP!
Business Response
Date: 12/20/2022
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. Our record shows that we were able to initiate the refund on Dec. 3, 2022, for 330.26 USD. Kindly contact your bank if the credit is still not showing in your online account.

We appreciate your time. Stay safe and healthy!

Sincerely,
Executive Offices
Initial Complaint
Date:12/01/2022
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 am extremely upset, and after my experience with Priceline, I will no longer be working with them. I originally bought two plane tickets to ******* for November but had to cancel my flight unexpectedly due to needing to have surgery. They canceled my flight and said they could only give me credit and I would also receive a $90 penalty. I took the credit and the penalty and tried to recently buy a ticket to ****** for February with the credit. First, they told me that I had to pay $38 more for the ticket because this wasn’t a new reservation even though my other ticket had been completely canceled. Second, they said they will not apply the credit from the other ticket because it has my fiancé’s name on it even though I paid for the tickets with my credit card in one single transaction. They said I needed to call ***** to apply the credit. I called ***** and they wanted my fiancé to give verbal confirmation to relinquish his credit which he gave via phone. ***** then said that they could not give the credit because the ticket was purchased through Priceline. I called Priceline back and told them that my fiancé gave ***** verbal confirmation that he wanted to relinquish his credit. Priceline said there was nothing they could do and they would not apply the credit to this flight. I told them I had documentation from my doctor that I had to have surgery and could not fly if they would like that documentation as I know, this was a difficult circumstance. They said they did not want the documentation and they were not willing to issue me a refund or apply the credit to this flight even though I bought the tickets with my credit card and had a medical emergency which was why the original ticket was cancelled. My credit was originally $140.60 but I’m only allowed to use $41 of that credit which means $100 is being flushed down the toilet due your “policy”. After my experience, I would like the rest of the credit to be applied to the current flight.
Business Response
Date: 12/19/2022
Dear **** *******,

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

We understand that you would like a refund. We have reviewed your concern, and we have verified that we were able to disclose the ***** *** ***** Travel Credit Guidelines:

• Travel credits may be redeemed for future ***** *** ***** flights only and may not be used towards a previously purchased ticket or the purchase of a vacation package.
• Exchange and travel must be completed within one year of the original date of issue.
• At the time of redemption, you will be responsible for the airfare difference between your original and new tickets plus ***** *** ****** $99.00 change fee.
• Travel credits are non-transferable

We regret that we won't be able to proceed with your request.

Sincerely,
Executive Offices
Customer Answer
Date: 12/19/2022

Complaint: ********

I am rejecting this response because I utilized my money to purchase the tickets for the previous trip so basically I am being told that I cannot utilize the money I spent towards my upcoming trip. I am willing to pay the airfare difference and the change fee. All I wanted was to use the full credit towards my ticket since it is my money that was utilized to buy the tickets and will pretty much go to waste. The representative, for ***** told me that all I needed to get was verbal confirmation from my fiancé that he wanted to relinquish the credit to me and he did via the phone. The representative said nothing about credit not being transferable even if my money was utilized to pay for both of the tickets and were purchased at the exact same time in the exact same transaction. The representative gave misinformation and was misleading in the terms of the credit.

Sincerely,

**** *******
Business Response
Date: 01/01/2023
Dear **** *******,

We got your rejection.

The 99.00 USD rebooking is the imposed fee by ***** *** ***** that we were able to advise before placing the ticket as a travel credit.

We're sorry that we cannot refund the rebooking fee, as it's a policy implemented by the airline that we cannot bend.

We appreciate your time. Stay safe and healthy!

Sincerely,
Executive Offices
Customer Answer
Date: 01/03/2023

Complaint: ********

I am rejecting this response because I am not requesting to have the rebooking fee refunded. i just want to be able to use the credit I received from purchasing the two tickets to fly to ******* and apply the credit to my trip to *****. I was told by the ***** representative that all we needed to do was have my fiancé verbally confirm that he wanted to relinquish the credit to me and he did. I paid for both of the tickets so the credit received from both of the tickets should be applied to my new flight.

Sincerely,

**** *******
Business Response
Date: 01/12/2023
Dear **** *******,,

We reviewed your issue again to confirm that we did not overlook anything that might support a more favorable resolution. There is nothing we can add to what has already been stated in our previous correspondence.

Although we empathize with your situation, we are truly unable to assist you further in this matter.

Sincerely,
Executive Offices
Initial Complaint
Date:12/01/2022
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.
Booked a flight through Priceline. Flight originated in ********** after several delays I didn’t make it to my last Leah which was a ***** flight from **** **** **** to **** *****. And neither did my luggage. After several failed attempts to get. Y money back I have resorted to this. Priceline tells me I have to go through the airlines to get a refund and the airlines ****** and ***** tell me I have to go through Priceline cause I purchased the ticket through them. And that makes sense like one of the airline employees explained. We can’t pay you something you didn’t give us. And they expressed this is why you don’t use a third party to book a flight. and believe me I have learned my lesson
Business Response
Date: 12/15/2022
Dear ****** ********,

Thank you for contacting us regarding your reservation with Trip Number ***********.
We received your Better Business Bureau concern.
We're sorry to hear that you haven't received the refund yet.
We are currently making attempts to resolve this issue for you. We are working hand in hand with ****** Airlines to check and review your refund request. We see that the airline refunded $35 back to your account. We explained what
happened at the airport due to ***** Airlines' flight delay so they could review our refund request.
Regrettably, we can no longer process anything on our end, as the airline took control of your ticket.
Please reply to this message after five (5) business, and we will get back to you as soon as possible.
Kindly note that refunds are subject to airline approval.
We appreciate your patience while we continue to work to resolve your issue, and we're sorry for the inconvenience. Stay safe!
Sincerely,
Executive Offices
Customer Answer
Date: 12/15/2022

Complaint: ********

I am rejecting this response because:the 35$ is the bag fee I paid ****** airlines. This isn’t about that. I wa t the 638$ I paid Priceline that’s why I will be suing. I love the fact it took two weeks to reply. I won’t be going away.

Sincerely,

****** ********
Initial Complaint
Date:12/01/2022
Type:Customer Service 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 reservation through Priceline. Unknowingly, they transferred me to a third party they work with. I contacted priceline to modify my reservation, and they sent me to multiple agents and departments stating that I was speaking with the wrong one. No one could connect me to who I booked through. Priceline is who I called, therefore I should not have to speak to another 3rd party. I was then told I had to contact the 3rd party, to allow Priceline to modify the reservation. I do not work for Priceline. Lastly, I was told my hotel could be refunded, but for not the total amount I paid, they Priceline used a sister party, so they had to give me whatever rate was listed, and not what was on my confirmation email. Then was told I could not cancel, when it clearly stated on my email I have until three days prior. I just want to speak with someone to change hotels.
Business Response
Date: 12/12/2022
Dear ******* ******,

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

We are writing in response to your Better Business complaint.

We understand you requested to transfer to a different property. Our records show that your name does not match the reservation holder's name. To maintain the security of our customers' records, kindly provide us with the following information.

- Relationship with the Reservation Holder.
- Phone Number and Email Address used to book the reservation.

Thank you for your time, and we look forward to your response.

Sincerely,

Executive Offices
Initial Complaint
Date:12/01/2022
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 ordered a flight from ***** to ******** at Priceline.com. The flight was for September 21, 2022. Priceline.com trip number is **************. The cost was $900.30. The flight was canceled by one of the airlines (it was a trip with one change of flights). I contacted Priceline for a refund several times, but they kept saying that they would contact the airline and never gave the refund. It has been more than 2 months from the cancelled flight (again, not by me but by the airline company) and I still have not received the refund.
Business Response
Date: 12/14/2022
Dear ******** ***,

Thank you for contacting us regarding your reservation with Trip Number ***********.
We received your Better Business Bureau concern.
We're sorry to hear that you haven't received the refund yet.
We are currently making attempts to resolve this issue for you. We are working hand in hand with ****** Airlines to check and review your refund.
Please reply to this message after five (5) business, and we will get back to you as soon as possible.
We appreciate your patience while we continue to work to resolve your issue, and we're sorry for the inconvenience. Stay safe!
Sincerely,
Executive Offices
Customer Answer
Date: 12/21/2022

Complaint: ********

I am rejecting this response because: no refund has been made to me. The business stated 5 business days, and it has been a week and still the refund has not been made.

Sincerely,

******** ***
Business Response
Date: 01/02/2023
Dear ******** ***,

We received your rejection.
We apologize for the delay in response as we had to contact ****** Airlines to get the waiver in processing a refund,
We are happy to inform you that the airline agreed to a refund.
We processed the refund back to the original form of payment.
Refund processing is dependent on the bank’s turnaround time.
We appreciate your patience while we resolved this issue.
Sincerely,
Executive Offices

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