OREGON -- Bought two airline tickets from Eugene, Oregon to San Antonio, Texas (and return) through Priceline's website. Upgraded fares (2) from basic economy to "economy" in order to have carry-on luggage and choose seats. Learned the hard-way that you only get your seat assignments at "check-in" time (no choice involved). We ended up purchasing assigned seating through the individual airlines for a price... $81 for the first airline and $218 for the second (they did not have any unassigned economy seats together so we had to purchase Economy Plus seating).
Contacted Priceline's Travel Services on a couple of different occasions (three times by phone and once via email) to ask why we paid them $50 per passenger for choice of seats when in fact your seats are assigned (not by your choice) to you at check in. To say the least, Priceline's Travel Services was anything but helpful. Email response just said to call them again... and so we ended up with nothing for our additional $100 charge for seating choice. Terrible customer service as far as I am concerned and as you can imagine, no offer of a refund. One thing I can say unequivocally, I won't be recommending anyone use Priceline - run don't walk!
NORWALK, CONNECTICUT -- Beware, their web site defaults to flexible fares even though nonrefundable fares are less expensive. I emailed Priceline on the evening that I booked the trip telling them that I thought I was purchasing the lowest fare. The next day I received an email from them that I had to have called them on the same day to request a refund and that an email did not count. When I called to complain the customer service agent just kept asking me over and over again, "Didn't you read our policy? I can email you a copy", when I protested that I wasn't aware that I was purchasing a non-refundable trip.
SANTA CRUZ, CALIFORNIA -- I booked a flight on Priceline that I subsequently had to cancel within 24 hours. I called them and got an agent who refused to do this because it was a "special fare". This is a direct violation of US law "The 24-hour reservation requirement is mandated by the Department of Transportation's consumer rule “Enhancing Airline Passenger Protections” (14 CFR 259.5(b)(4), 76 Fed. Reg. 23110, 23166, Apr. 25, 2011) and applies to all reservations made seven days or more prior to the flight's scheduled departure time."
I asked to speak to the next level up who basically said the same thing. After I accused them of being dishonest and violating the law, they finally relented but only after saying I would be charged a $15 "reservation fee". It wasn't worth my time to hassle any further. I'll spend the time filing complaints with my state AG and USDOT. Bottom line, this site is a FRAUD.
WEST PALM BEACH, FLORIDA -- Rented a car thru Priceline that said unlimited mileage. When went to pick up the car can be used only in Florida. It was already prepaid and Priceline's customer service did nothing to help. They partner with companies like Sixt car rental that offer the same kind customer servive. I wish I have had read reviews before doing business with them. Worst customer service.
NORTH CAROLINA -- I booked a hotel room through Priceline to attend my Sister's wedding. Unfortunately a family emergency arose that forced me to alter my plans. I tried to cancel my reservations to no avail. I am thus stuck paying for a room that I will not be able to stay in. I booked and tried to cancel the reservation with plenty of notice. THIS IS A TERRIBLE POLICY!!!
TAMPA, FLORIDA -- An unexpected death in the family meant I had to fly across the country and rent a car for 3 days. I returned the car to the original point of rental. (Airport) after just one day. Priceline will not refund me any difference and neither will Avis. $200 plus for just one day. This was not an airline flight but just a car rental. I will never use Priceline or Avis again. Total rip off and unsatisfactory customer support. Never again.
Terrible!! Terrible!! Stay away!!! I have been trying to get help from them about an issue I had with my hotel reservation. They are just not helpful at all. The first lady told me they would get back to me in 3-5 days. It's been way more than that and I have talked to them for ten times now. I am just so upset! Don't buy with them!!! It's not worth it!!! I had a humiliating situation in one of the hotels I booked through them and it's been such a nightmare!!
I tried the name your own price deal because of their ads saying that SAVE UP TO 60% ON HOTEL... I PUT $80 ON THE BIDDING PRICE, AND ALL I GOT $48/NIGHT ** TYPE OF HOTEL. I complained about it, called the customer service and they said they can't do anything except refunding me the difference. Whattt?!! If I don't mind to stay in that kind of hotel, I would have put $25 for the bidding price.
And the worst things is... the customer service doesn't even feel like they care enough to try to resolve this problem furthermore, just keep saying the same thing over and over again (like reading a script) and just hang up on me. I totally understand about name your own price nonrefundable policy. But at the same time I feel that they don't hold up their end of the bargain by giving us a lower price hotel. TOTALLY FALSE ADVERTISEMENT (up to 60% off on hotel... get 3 star hotel for 2 star hotel price and so on).
LOS ANGELES, CALIFORNIA -- In June, I booked a reservation for a full size SUV through Priceline with Budget Rent a Car for a week to be picked up and returned to LAX. I was quoted a decent price and when I arrived at Budget - their line had approximately 85 people waiting in front of me and 4 teenagers that I was taking to a summer soccer camp at UCLA. The counter agent stated that they could not provide me with a large enough vehicle, so she downgraded me to a smaller SUV which was very cramped. She said she would reduce the billing for me, then suddenly said she could not because it was through Priceline.
My group managed with the smaller vehicle and returned it as we were told to do so. After we got home, I found that my credit card was charged an extra $150 because Budget said I returned the vehicle a hour late (1:00 pm in the afternoon). Priceline told me to kiss their bottoms! Do not use these people unless you want bad things to happen.
CT, CONNECTICUT -- I purchase some discounted car rental and hotel via Priceline; the worst mistake of my life. I have used their service in the past and did not have issues; this was several years in the past. However, it appears the company has changed since growing to a huge cash cow and no longer provides good customer service or resolutions. I called their customer service office and spoke to three separate people they were no help; So, I asked to speak to a supervisor and I was told I can't – since they don't handle issues.
I googled their corporate email addresses and made a complaint about the issue to their corporate offices and senior executives. No one contacted me to assist in any way. I sent my complaint to several senior personnel and not one person responded nor did they have anyone else contact me to resolve. This was a clear demonstration of how disposable customers are to a large corporation. They no longer serve people and deliver service; rather they serve Wall Street and deliver profits at all cost.
It has been 3 months and still no one has reached out to resolve. This alone speaks volume of the attitude. I will continue to press the issue and send my negative post to senior executives to view and I recommend you all do the same. I will never use their service again, will never recommend Priceline to anyone I know. I have used in the past but never again. People, take your business elsewhere. A penny saved will only bring you a huge headache - Just do a search and see the volume of complaints.