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Initial Complaint
02/23/2022
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Requesting a full refund of $1,694.76 for Trip #: ************** I booked a flight through Priceline.com, which a portion of it was canceled by the airline. I requested a full refund on 2/21/2022, which the customer representative told me would be granted and an email confirmation will be sent. After 2 days, I called back since I did not receive any confirmation email, only to be bounced around and disconnected by Priceline’s customer service. Requesting my refund for a canceled flight of $1,694.76 to go back to the card # ending in ****, with confirmation of this.
Business response
03/08/2022
Dear ********* ******,

We are writing regarding your reservation with ******** ******** for Trip Number ***********.

We received your Better Business Bureau's concern. We apologize for the delay, and we appreciate your patience.

On February 21, 2022, we successfully processed your refund of $1694.76. It posted your **** card ending in **** on February 23, 2022, with a reference number of ************************ We suggest reviewing your statement of account covering the said date.

Should you still not see the refund on your account, kindly contact your bank and provide the reference number.

We regret your inconvenience. Stay safe!

Sincerely,
Executive Offices
Customer response
03/08/2022

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
02/23/2022
Complaint Type:
Service or Repair Issues
Status:
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.
My husband and I booked a flight through Priceline on 4/13/21, but it had to be cancelled due to COVID related issues. Our flight was supposed to take place on 1/1/22, so a credit was applied to our account for close to $1500 toward ******** ******** flights. The credit was set to expire on 4/13, but we couldn't travel again until 4/16 (I'm a teacher and don't have leeway in my vacation time). We called to ask for a 3-day extension and were redirected to ** directly. ** informed me that they can't touch our tickets because they were booked through Priceline. After spending close to 48 hours on the phone, waiting for calls, speaking with around 15 representatives, and sitting on hold for 3.5 hours one night and 6.5 hours another, I was hung up on several times by Priceline agents when their phones conveniently dropped my call and I was forced to start over. I was told repeatedly that Priceline could not issue a waiver extension, but I was informed by ** agents that was not true, and the ** agents quoted exact policies that stated the contrary. Priceline agents continued to reference "policies" preventing them from helping me, but when I asked them to quote the policies directly, they couldn't. After sending an email indicating that I was recognizing a pattern of fraud in Priceline's business practices, a waiver was miraculously found the next morning with no more muss or fuss. Then I was told that I would have to forfeit close to $700 worth of travel credit to book my flight because it could only be applied to 1 one-way flight, and the flight I wanted was about $350/person less than the original flight. They offered to increase my class of ticket to utilize the full amount of the credit if I paid an additional $8.50, which I agreed to do. However, when I looked at my ticket there was no change in class and I was booked into horrible economy seats. I called again and asked them to account for where that money went for a "class increase", and they had no explanation.
Business response
03/14/2022
Dear ****** ******,

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

We apologize for the confusion. Our record shows that we were able to rebook your ticket on Feb 23, 2022, for a flight departing Apr 16, 2022, from ****** ** to ***** ****.

Economy class seats have different fares (also applies in Business and First Class Seats). As you know, flight prices are getting more expensive if purchased on nearer dates. As a travel agent, we are equipped to see the fares of seats. To avoid forfeiting the remaining value of your ticket, we grabbed the more expensive economy seat.

We hope you find this information helpful. Stay safe and healthy.

Sincerely,
Executive Offices
Customer response
03/15/2022

Complaint: ********

I am rejecting this response because:

I was told that I would be receiving a call back within 72 hours from a representative after they reviewed my lengthy call logs to check if a representative made assurances about our seats being a better class. There still has been no real explanation as to why the more expensive seats are exactly the same class of seat as before (I checked the prices of the seats on the day we rebooked the flights and it doesn’t match up with what I’m being told). It has been weeks since my last call with Priceline and I never got a callback from them with any new information after MULTIPLE assurances that a supervisor would call me back within 72 hours at the most. It seems to me like they’re just hoping I go away and stop looking into this issue further. I asked to have the cost of the seat change to be covered ($80) so my husband and I can at least sit together on the flights, which seems like the least they could do at this point considering the insane lack of customer service we’ve received, and I was supposed to hear about that as well and haven’t.

Sincerely,

****** ******
Business response
03/22/2022
Dear ****** ******,

Apologies that you did not receive a callback. If that is about the fare of your new ticket, we already answered that here. You were advised of the fare increase to avoid residua lost, and we exchanged your tickets with your consent.

We were able to assign you sitting together, middle and window seats.
** ***** ***** ******
NAME STATUS/SEAT SM SEG
******/********* N 1.1 RS HK 25-A
******/******.M N 2.1 RS HK 25-B

** 317Y 16APR ORDPUJ
NAME STATUS/SEAT SM SEG
******/********* * 1.1 RS HK 25-E
******/******** * 2.1 RS HK 25-F

Thank you for your time. Stay safe and healthy!

Sincerely,
Executive Offices
Initial Complaint
02/23/2022
Complaint Type:
Service or Repair Issues
Status:
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.
This complaint is against price line I booked a motel room with them got to motel they booked there was no staff there called number on front desk talk to desk clerk he says he on the way back from doctor's app tells me 15 to 30 min so I wait no show so I call priceline and tell them the problem and ask if they can book me some were else it was no they had to find out what was going on gave them time for that all said and done they canceled my reservation and said I could possibly get my money back but probably not no re funds I didn't want a refund I wanted a place that could honor the reservation I even offered to pay the difference if it was more I feel that me sitting in a parking lot for an hour and a half and on hold with them for 30 min of that time with no body to give me a key to the room they booked
Business response
02/27/2022
Dear ***** *****,

Thank you for taking the time to contact us regarding your hotel reservation at the ******** ***** with Booking Number ***********.

We are writing in response to your Better Business complaint.

As we understand, you did not authorize the cancellation of your reservation. Our records indicate that this was provided by ***********. We escalated your issue to our partner, and someone will contact you back within 3-5 business days.

We appreciate your time.

Sincerely,

Executive Offices
Initial Complaint
02/23/2022
Complaint Type:
Product Issues
Status:
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.
So my credit card was offering additional cash back to book priceline through them. So I'm like an extra 6% is better than sky miles. I book a five day reservation. My plans change and I turn the rental in 3 days early today. They're refusing to refund the unused portion of the reservation.
Business response
03/01/2022
Dear ******** *****,

Thank you for taking the time to contact us regarding your rental car reservation with **** **** * *** for Trip Number ***********.

We are writing in response to your Better Business complaint.

As we understand, you returned the vehicle early and requested a refund for the unused days. Our records show that this booking is restricted, and we presented the non-refundable nature of this offer before submitting the request. The Important Information section of your contract indicates that this special rate is non-refundable. Therefore, we are unable to process a refund for this booking.

In addition to this, On May 27, 2021, we received notification from your bank indicating that you disputed this transaction. The dispute initiated the chargeback process between your bank and Priceline, which means that all communication regarding this case must be made directly with your financial institution.

We appreciate your time.

Sincerely,

Executive Offices
Customer response
03/01/2022

Complaint: ********

I am rejecting this response because this booking occurred on February 20,2022,so how could you inform me of anything back in May of 2021. Second issue is that although you're admitting that I returned the rental early, you still refuse to return the unused portion of my reservation. Lastly, to hide behind some obscure language as your justification to retain monies you're not entitled to says alot about the ideology and integrity of this company. I have no clue what's restricted or unrestricted. I paid for but didn't use 60% of the reservation, therefore I am entitled to the unused portion being returned to me. You pay for a monthly service and you dont use the last 10 days , the unused portion is returned back to you. Instead of doing the moral and just thing, you chose to still fight for something that you are not owed or entitled to. Despicable. Sincerely,

******** *****
Initial Complaint
02/23/2022
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
rented a car in ****** ***** and bill was 513$ i tried to add another driver and was told one could be added at rental company upon arrival.my daughter paid with a credit card and was not present my son was the alternate driver we were told we could not do so Then i called priceline to try to find a solution and was told there was nothing they would do at thet time we had to write a new rental agreement for the same car we had rented but the price was now 801$we had no choice but to agree to price increase
Business response
02/28/2022
Dear ****** **********,

Thank you for taking the time to contact us regarding your rental car reservation with ****** **** * *** for Trip Number 5*********4.

We are writing in response to your Better Business complaint.

As we understand, the counter could not assist you in your request to add your son as the second driver for this booking. We reached out to ****** **** * *** and verified that this reservation was unused. Therefore, we processed a refund of $513.90 back to the original form of payment used to make the purchase. Refunds take 3-10 business days to post to your account. If you need to check the status, you may contact your bank directly to inquire about their processing time.

Thank you for your time, and we hope you find this information helpful.

Sincerely,

Executive Offices
Customer response
03/01/2022

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
02/23/2022
Complaint Type:
Service or Repair Issues
Status:
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.
On February 18, 2021, I called Priceline.com to book 2 hotel rooms for 3 days. The representative said he found a hotel with 2 rooms available and told me the price. I agreed to the price and asked him to proceed. He told me he had to book one room and then the other. After booking the first room he informed me that he is working on booking the other. After a few minutes, without notice, I was transferred to another department. They informed me it was the cancelation department. My guess is that the rep. was not able to book the 2nd room and transferred me so he would not have to deal with me. After telling them what happened they informed me that they were not able to help and I would have to call booking.com to get the reservation canceled. I called booking.com and they informed me that they were unable to cancel my booking because of the hotel's cancelation rules. Now I am stuck with a $1,394.44 charge for a room I did not want and did not stay at. The employees at priceline.com were not helpful at all. Every time I called priceline.com they told me to either call the hotel or call booking.com, non of which created the problem in the first place. I can not believe they are allowed to do this to customers. I feel like I was swindled. The representative told me he was booking 2 rooms, he proceeded to book only one room and stick me with the bill.
Business response
02/27/2022
Dear ***** *******,

Thank you for taking the time to contact us regarding your hotel reservation at the ** ***** ***** for Request Number ***********.

We are writing in response to your Better Business complaint.

As we understand, your reservation was booked incorrectly. To further review your concerns, kindly provide us with the phone number that you used on Feb. 18, 2022, when you booked the reservation with us.

We hope to hear from you soon.

Sincerely,

Executive Offices
Customer response
03/01/2022

Complaint: ********

I am rejecting this response because: They have all the information they need to find the reservation and deal with the issue. The phone number used to book the reservation is ###-###-####.

Sincerely,

***** *******
Business response
03/14/2022
Dear ***** *******,

We received your rejection.

We apologize for the delay in resolution. We are currently reviewing your concern. Kindly post a reply to this message after five (5) days for an update or resolution.

We appreciate your patience while we continue to work to resolve your issue.

Sincerely,

Executive Offices
Customer response
03/18/2022

Complaint: ********

I am rejecting this response because: There was no resolution to my issue. Please update with any new information.

Sincerely,

***** *******
Business response
03/22/2022
Dear ***** *******,

Thank you for reaching back to us.

To further review your concern, kindly send a copy of your bank statement showing the hotel's charge. You may attach the information in a PDF or JPG file.

We look forward to hearing from you.

Sincerely,

Executive Offices
Initial Complaint
02/23/2022
Complaint Type:
Service or Repair Issues
Status:
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.
I booked a reservation through Priceline.com for the ****** *** ***** *** ***. The reservation was for 2 nights (2/25 - 2/26). Unfortunately, my girlfriend had something that came up on Friday (2/25) so I called Priceline to change the reservation. They advised me to cancel the reservation instead and rebook since I had free cancellation and it would take ~48 hours. Since I never heard back from them, I called again on Tuesday. They informed me that they were now not able to cancel the reservation. I spoke with 4 different representatives, one of which couldn't even find my reservation, to try and resolve the problem. They said that the reservation was only cancellable up to a certain point in time. The confirmation email I received did not have any of this information (see attachment under the section "Cancellation Policy").
Business response
03/06/2022
Dear **** ******,

Thank you for taking the time to contact us regarding your hotel car reservation at the ******** ****** ******* *** *** *** for Request Number 5*********4.

We are writing in response to your Better Business complaint.

As we understand, you requested to change your reservation dates. We are in contact with Our travel partner regarding your concern. Kindly post a reply to this message after five (5) days for update/resolution.

We appreciate your patience while we continue to work to resolve your issue.

Sincerely,

Executive Offices
Initial Complaint
02/23/2022
Complaint Type:
Product Issues
Status:
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.
this is involving 3 different companies, ******, Priceline & ****** ********. I have contacted all 3 companies. I went through Priceline either 9-17 or 9-9-2021 to make airline reservations with ****** ********, can't recall. I used a 3rd party payment plan called ****** to make monthly payments. My reservation was for 2 one way tickets from ***** ** ******* on Jan. 2, 2022. One for me, ****** *****, the other for my son ******** *****. Flight #***, seats 10 B & C. My ****** ******** confirmation code was ****** (last digit is capitol letter I, as in *****). On Jan 2, 2022 I'd forgotten who I made reservations with, and booked 2 seats on another carrier last minute. While waiting for my flight home with the new carrier, I get an e-mail at my 2nd e-mail account-- ************************* asking me to check in for my original ****** flight. Too late to get to their gate, I knew I'd miss that flight. I immediately got on Spirit's website to cancel my ticket, it said on there as long as I cancel an hour before the flight I'd get my refund. I took screen shots of my chat with the ****** to prove my chat time, and it was about an hour & a half before the flight that I cancelled. I called ****** to get my refund, they said because I booked through Priceline, I have to request it from them. Priceline used a **** **** to purchase the tickets on my behalf since I chose ****** as a payment method. My booking/trip # thru Priceline is ***********. I called ****** to request a refund, they directed me to Priceline. I called Priceline, they are only helping folks get a refund if their flight is UPCOMING within 14 days, not already passed. ****** case #1*******. ****** loan I.D. ******** in son ******** *****'s name. ****** cannot find my reservation since Priceline never provided them my e-mail address, they need that to find reservation, and cannot help me. ****** won't refund me, they can only do so within 60 days of purchase. I still have to make $80/mo. pymnts to ******. Help
Business response
03/07/2022
Dear ****** & ******** *****,

Thank you for contacting us regarding your ****** ******** reservation with Trip Number 5*********4.

We received your Better Business Bureau's concern. We understand that you would like to receive a refund for your unused ticket.

We have called ****** ******** to relay the information you reported to us. They advised that there is no indication in their system that you canceled the flight on the website. Thus, the ticket forfeits its value due to a no-show.

We advised ****** ******** that you have proof of cancelation. As per them, you may submit it via live chat at spirit.com/help for further review and validation. If confirmed, you would be eligible for travel credit. Your booking is a non-refundable fare, and we disclosed the entire rules of your ticket before purchase. Kindly review your contract page sent on September 6, 2021.

We hope you find this information helpful and thank you for giving us a chance to assist you. Stay safe!

Sincerely,
Executive Offices
Customer response
03/08/2022

Complaint: ********

I am rejecting this response because:****** ******** has zero recird of my reservation because they told me over & over Priceline did not provide them with my e-mail address, and that's how they look up reservations. I find it very curious that once BBB got involved they sud***ly found it. I never once told ****** or BBB that I canceled my flight on their website. I said I cancelled on a ****** chat session before 5pm per their rules. The rules said as long as I cabcel by 5pm up until the day of travel I can get a refund or a credit. I want either one. A refund or a credit at this point. I screen shotted the end of my chat, it shows the time at the bottom, it was before 5pm. I still owe all $800 with ******. I should not have to pay for a flight I never took. I did my part. I cancelled before 5pm. Here's a screenshot proving it. I have provided ****** with the reservation #, flight#, our names, address, reservation #, everything, not one chat agent can find my reservation. Not one. This is not the website, it is chatting with a live agent. I cannot get a human on the phone. Ever. I call, it gets directed to the chat agent. I cannot speak to a human. No one on chat can help me. They shoo me right back to Priceline. I cannot get an inch by showing them proof of my cancellation before 5pm. Every one of them tells me they cannot find my reservation because Priceline never provided them with my e-mail address. I give them the e-mail, nothing. There's nothing to dig up since they don't have it. So sending ****** this screenshot proof will do absolutely NOTHING. I've tried, been trying since January 2nd. Please help me!!! Sincerely, ****** And ******** *****
Business response
03/15/2022
Dear ****** & ******** *****,

We got your rejection.

We understand that you are not satisfied with the outcome. We rechecked all our resources to verify that we did not miss anything. ****** ******** pulled up your reservation via airline confirmation code which is ******. This information is available in the confirmation email you received right after purchase on September 6, 2021. ****** ******** reconfirmed that there is no indication of a cancelation even via chat session.

We do not see any attachment along with this email. We recommend speaking with the airline directly or submitting the cancelation proof through their website. We are sorry that there is nothing we can do at this point.

We hope to have the privilege of serving your future travel needs under more pleasant circumstances.

Sincerely,
Executive Offices
Initial Complaint
02/23/2022
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Date of transaction 1/25/2022. I was given confirmation by a Priceline agent that my 3 trips beginning 1/28/2022 would be refunded in full at no penalty. I have the texts with them saved if you need to review. Tons of conversations later (I probably spoke to 7 different reps for a total of 20 hours) and only one was refunded. Even though the other 2 (Priceline trip #: ************** and Priceline trip #: *************** were at the same hotel and were all cancelled at the same exact time. They have still not refunded me for those 2 trips. I was given the run around for weeks and the same answer was given over and over that the situation was escalated, being reviewed, etc. I spoke to the hotel on the same day that I received the initial cancellation confirmation and the hotel said Priceline had the money and it was up to them to decide if they would provide the refund, not the hotel. Even though Priceline was saying it was up to the hotel. Priceline finally got back to me weeks later and decided that no refund will be issued for the 2 trips even though I have the proof it was confirmed with the agent. I would like what I was promised as a refund for the amount I spent. One trip was $157.97 and the other was for $130.97 totaling $288.94. If it cannot be a refund issued, I have no problem with it being a credit to be used through their site.
Business response
02/27/2022
Dear ******** ******,

Thank you for taking the time to contact us regarding your hotel reservation at the ****** ****** **************** **** for Request Numbers 48********* and ***********.

We are writing in response to your Better Business complaint.

As we understand, you requested to cancel both reservations due to the weather. Our records indicate that you booked non-refundable rates, where cancellation or exchange are not available options. We contacted the hotel to request an exception, but we did not obtain approval. Regrettably, both charges remain non-refundable.

Thank you for your time.

Sincerely,

Executive Offices
Customer response
03/01/2022

Complaint: ********

I am rejecting this response because when I cancelled all 3 trips, the Priceline agent spoke to the hotel and confirmed they would all be refunded at no penalty. Then Priceline did not refund 2 out of 3 of them. I attached the images of texts between me and said agent proving this conversation occurred. Why is this not being acknowledged? After I noticed they didn't refund me, I contacted Priceline again multiple times and they said they would evaluate the issue again. I believe one of those times is what the above response is referencing instead of the original issue.

Sincerely,

******** *******
Business response
03/06/2022
Dear ******** ******,

We received your rejection.

We canceled both reservations and processed the following refunds accordingly:

Trip Number ***********: 157.97 USD
Trip Number ***********: 130.97 USD

Refunds take 3-10 business days to post to your account. If you need to check the status, you may contact your bank directly to inquire about their processing time.

We hope you find this information helpful.

Sincerely,

Executive Offices
Customer response
03/08/2022

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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