Priceline Customer Service

User Reviews, Ratings and Comments



Priceline customer service is ranked #642 out of the 946 companies that have a CustomerServiceScoreboard.com rating with an overall score of 27.15 out of a possible 200 based upon 1213 ratings. This score rates Priceline customer service and customer support as Terrible.

NEGATIVE Comments

1,153 Negative Comments out of 1,213 Total Comments is 95.05%.

POSITIVE Comments

60 Positive Comments out of 1,213 Total Comments is 4.95%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Terrible Overall Customer Service Rating

  • Priceline

    Customer Service Scoreboard

    • 27.15 Overall Rating
      (out of 200 possible)
    • 1,153 negative comments (95.05%)
    • 60 positive comments (4.95%)
    • 18 employee comments
    • Attribute Ratings
      (out of 10 possible)
    • 1.6 Issue Resolution
    • 2.5 Reachability
    • 1.5 Cancellation
    • 3.1 Friendliness
    • 2.4 Product Knowledge

Add your review!

Posted by Anonymous


I overcharged different then what we agreed on . No live person to reach. Something didn't expect after I used price line all those years. I don't recommend price line again. Very desapointed

Posted by hello


This is the worst company to get a hold of you can never reach a LIVE PERSON

Posted by Carolynlybbert


You have got to take that econo lodge off of your site
It is the absolutely worst motel in the usa. The downtown location. Makes me think I cant trust priceline

Posted by Anonymous


Someone has stolen my card number and booked through your website and Im trying to contact priceline and keep getting your automatic recording because I dont have a reservation. Can someone contact me please?

Posted by Anonymous


Hotel number worked great thank you for posting this

Posted by medusa


The phone numbers are ONLY available if you already have a reservation and can enter in your res# or phone number tied to a reservation. Otherwise, you will NOT be able to reach a live person OR get anywhere past that prompt.

Posted by Anonymous


I have tried 6 different phone numbers and cannot get a live customer service person to talk to.To get information on questions to ask about renting a car. It's same recording or says not a working number. Only live person I got was in Manchester UK, and they gave me a number in New York,which was a recording.I don't want to give my email, just want to talk to a person & not a recording.

Posted by Anonymous


I filled out ALL info required to purchase 2 tickets to Costa Rica. But got no response!!
AND NO TICKET!!! Could not talk to a live person!!

Posted by Anonymous


I need someone to cal me asap! A reservation was made at a hotel and when I arrived the hotel was completely booked!! My card has been charged and is now maxed out. I have been volunteering in houston all day and need a place to sleep. Please call me immediately!! Thank you I have tried for over an hour to reach someone by phone and keep getting disconnected.

Posted by Anonymous


Applied for a credit card for the $100 discount and could not use the credit card to book the trip. I have been trying to get in touch with a CSV agent and had no luck whatsoever. I am very disappointed with Priceline. I am going to cancel my credit card and start doing business with Orbitz. You are able to reach a agent immediately and my problem was resolved in less than 2 minutes. I finally got in touch with an agent and she kept apologizing, but couldn't help me. They have lost a customer.

Posted by michaelgnca


Priceline used to be easy to use. At the moment I cannot recommend pricline any more because of their customer service customer to business customer service.

This phone number is a joke I put my phone number in and it loops back to my phone number. Useless customer service number as is the main customer service number. If I could give this phone number a zero star it would get a zero star.

Posted by Eddie


You guys are the worst ever!!! i was overcharged and could not reach anyone in my time of need i have to bury my cat and make funeral arrangements !

Posted by Anonymous


I am trying to book an airline ticket I need to know from customer service so I cannot call them to ask my questions please

Posted by American


My name is Emily I booked a car on your web sight after I gave you my credit card info you gave me reservation number But NEVER EMAILED Me after like you did when I purchased my plane tickets when I called the Priceline #they said it was rejected and they were in the Philippines and could not fix or find out anything. Or contact anyone in the US they are told to say American Names that are not theirs why would you have customer service associates who can do nothing and know nothing bate and switch is illegal

Posted by slim


I booked 2 rooms at Baymont Inn and Suites on 4156 at West Vine Street Kissimee but I did not know that they were outside rooms and the reviews are not good. When you compared the hotel with others, it does not compare to the one that I booked.Please help me. My number . Please call

Posted by Anonymous


Priceline charged my credit card without any reason. I called and called their costumer service and they never fixed it, Why? Why? It has a very very bad service!!!!!!!!!!!!

Posted by Anonymous


I went through Priceline Saturday evening to book a hotel at Quality Inn Ebensburg PA Priceline charged my account $130.99 the next morning I checked my account and Quality Inn also charged my account a hundred and $14 I called Quality Inn the girl was to credit me but instead she took it out again I called the manager I got credit for one transaction of 114 but they have not credited me the second one so inconvenient I have other expenses the young lady blamed Priceline for not giving them a credit card number I will never use this service again or the Quality Inn in Ebensburg

Posted by Anonymous


Do not use their service. I rented a car then tried to cancel the reservation...their site stated can cancel at any time, however I was argued with and told I could not cancel. This is a violation of consumer law via fraudulent advertising.

Posted by Unhappy Former Priceline Custome


Absolutely disgraceful online customer service. They should be ashamed of themselves. I will never ever use their online service again. They just don't do their job, don't send the items, don't answer emails. Nothing. They are absolutely RUBBISH. MUCH WORSE than a third-world company.

Posted by Anonymous


I have tried to reach customer support because your web site keeps freezing and wont finish my flights. It has been a BAD experience. I want to speak with a real person, my problem doesn't fit any of the automated answers

Posted by Anonymous


You gave a sister company, agoda. We booked a hotel room through Priceline.com in good faith last night. We booked a room at America's best value in Buda, Texas. Reservation When we arrived we were told that they had been sold out since the morning. This was at 8 o'clock in the evening. I've been called your customer service number which directed me to the Agoda customer service. Soon as I started speaking to tell him of the problem of last night, he hung up on me. Is this seriously the way Priceline does business? We were told by the man at the motel that that was the fifth one last night to have been booked through Priceline and it was a complete scam. It's a Priceline that is crooked or your sister company? Or both?

Posted by Anonymous


I'll try many times to call for help your customer service is the worts why are you advertised phone numbers that doesn't work ridiculous

IRRESPONSIBLE, PATHETIC

Posted by mickey


This horrible if priceline does not place your date of travel for auto telephone contact you can not reach a live operator to disscuss or correct anything this is terrible business and totally understandable

Posted by Anonymous


I am awaiting an e-mail from your customer service that will give me instructions on how to get a refund for the overpay I had to pay for a car rental..I called and talked to someone named Will very helpful and friendly young man but I never received the email he said he would send. My name is Susan Mackel my phone number is I made a reservation for a car rental through Priceline they did not have any cars when I went to counter had to rent a car a little more expensive need a 60.00 refund from your company..This was explained to me by Will..

Posted by Yusuk Balz


I booked a rental car on through Priceline for Avis rental (airport) for 8/29-9/5 due to my vehicle being at the repair shop. I received notification 8/30 (5:30 pm) that something personal had come up and I was trying to return the car early (due to my situation) as I would not be able to use the rental car. I contacted Avis (twice) and spoke to a representative explaining I was not going to be able to use the car for the full week and need to return the car. Avis informed me that would be no problem and I drove to the airport where I rented the car originally to return the car. Once I got to the airport to return the car, the lady (behind the counter) at Avis informed me I would not receive a refund through Avis, it would have to be through Priceline (3rd Party purchase.
I then called Priceline who informed me that I could return the car early, but Avis would have to refund me the unused balance. The lady (behind the counter) with Avis informed Priceline (on my phone) that was not possible. After a 20 minute run around with Priceline telling me they wouldn't refund any of my money, I hung up with frustration.
I then called back after calming down and re-evaluating the situation. I spoke to someone, who informed me they were unable to refund any portion of my rental. They proceeded to tell me that I rented a car that could not be canceled/refunded under no circumstances. I then requested to speak to someone that could actually make these changes.
I was then transferred to Customer Relations and spoke to Ashley (#5260192). I explained to her my situation and the reason for needing to return the car early along with requesting a return of funds for unused rental time. Ashley explained to me, "There are NO REFUNDS". I was like there is NO EXCEPTIONS. How is that even possible? There are always exceptions. I explained, I could understand if I just didn't want the rental, but something personal had come up and was unable to use the car. She said there is NO WAY to change it in the system. I asked her to transfer me to someone above her that can change it in the system. She again said, "There is NO ONE that can change it. After being very angry with this repetitive response, words were exchanged a few more times. I then thanked her for her lack of assistance and response to the situation and that I would be contacting Priceline about this.
I find it very hard to believe that there is NO ONE that can make this kind of change in their system. Explain to me how that can even be possible.

Add your review!

Posted by Anonymous


Gympie store manager very rude. Not an inviting place to shop when she's there. All other staff members are wonderful.

Posted by furebear


In April I put together a surprise package for my girl friend/partner for her birthday in July. It include the NH Speedway Weekend Ultimate Ticket Pack with Pit Passes purchased from the Speedway. And a Room at Best Western in Concord, NH @ 97 Hall booked via "Priceline". When I booked the room I knew and accepted that the room would be "Pre-Paid" and "Non-Refundable", "NO CANCELLATION".

Well, July rolls around and my girl friend/partner's mother passes away just before. She wants to go but there is now way she can...she is not only heart broken at losing her mother just before her birthday, and now seeing her wonderful birthday present ruined. But now she sees we are going to lose nearly $500 on the room reservation. She is in tears. Blaming herself. We try to work it out but there is just no way we can go.

So, it is Friday before the weekend and I called the motel who refer me to Priceline. Mark at Priceline there listens to my story and is very sympathetic to our situation and puts me on hold. After just a few minutes he comes back on and says that the Assistant Manager Leon at Best Western is willing to release the reservations and Priceline will refund, all without any fees. Thanks much to Mark at Priceline and Leon, Assistant Manager at Best Western at 97 Hall Street, Concord, NH. You guys did a great job and made a bad time easier for one family, Thank you.

Posted by Angel


I would like to thank Angel, a Priceline employee for helping me out today. She was very professional and accommodating. I am a satisfied customer and will be using Priceline in the future!

Sincerely,
Kelly Pratt

Posted by Anonymous


Ramada Poway was great. Very very nice and helpful. Extremely pet friendly with two grass areas and a fenced run behind that connects. Very quiet even on room facing the main street. Nice security with check in has window on driveway. No on-site laundry only thing would have been better.

Posted by Anonymous


I would like to give a big thanks to your customer representative CINDY . She was the one and only person who found the solution for me, out of 3 representatives that I contacted regarding my " Inconvenience ". Other two Jen and Meg dismissed me and used the generic phrases : Sorry for your "inconvinience" but I have no other options for you . Cindy found an option/solution and made me a happy customer. I am coming back to Priceline again bc of CINDY!
Thannk you

Posted by Nickic72


Great customer service from online chat with Eddie!! Would and will be using this company again. Thank you for putting my mind at ease and helping take care of my transaction!!

Posted by Anonymous


I would like to take a moment and let you know how happy I am with one of your agents, Brian agent AK. On the day of our flight we recieved an email stating that they had to change our connecting flight from Rome to Barcelona Spain which would have made us miss our cruise. After calling Priceline and talking to Brian he was able to find us something with a different airline. Although I was on the phone for 3 hours. Brian never gave up on me. He was very helpful and he definetly saved the day. I just wanted you to know that in Brian you have an excellent agent that no matter how long it takes is willing to go above and beyond to offer his assistance. Please pass on my thanks to him.

Posted by TJLondon


I booked a hotel on priceline and then the hotel called to say they were fully booked and had omitted to notify priceline. I called customer services who were in Michigan. They were very helpful and organised another hotel. Staff were competent, polite and efficient. I have never had a problem before with priceline (using booking.com) and was very happy with the assistance they provided.

Posted by Anon


Best Live Chat System Ever!

I used name your own price but I didn't know what type of room I had so I went online and told the live chat agent that I wanted a 2 queen bedroom . The agent called the hotel and got us the room that we wanted for the same price!

Posted by eadc


My assistant booked two rooms, but didn't realize that we needed one room to have two beds. But when she called the hotel, they wouldn't let her request a room with two queens.

I called Priceline and after a few prompts with the robot got "Carlos" who told me that I couldn't cancel the room, but he could call the hotel on my behalf and get the room changed to two queens. He came back and said we were taken care of, no extra charge.

Lesson learned to my assistant (or to me...I should book my own?), but nice of Priceline to help us out.

Posted by zenyogalife


GREAT CUSTOMER SERVICE TODAY!
I accidentally booked much too far away from where we wanted to be. So, after I 'won' the hotel, I called the hotel first and told the front desk rep. that I booked for his hotel on accident through priceline and that I needed to cancel. He said that I needed to call priceline and tell them that I made a mistake and then priceline would call him and he would approve the cancellation. This is exactly what priceline did, then they called me and told me that the cancellation was approved and I was refunded immediately. THANKS CUSTOMER SERVICE!! :)

Posted by deb


Was trying to make a reservation and an alert came up saying call this number. Was customer service and explained another persons reservation came in seconds before mine and booked the hotel. Was very apologetic but explained in a professional manner. Have used Priceline a few times with no problems just knew the contract....

Posted by jreneeb


Did anyone bother trying the chat customer service??? I cancelled a hotel reservation this way and it only took 5 minutes. No issues.

Posted by Anonymous


I've used Priceline several times now and have not had a bad experience yet. Generally everything goes smoothly, and once I used their "name your own price" and actually got a huge discount (although they put me on a crappy 6 am flight). One time I purchased a flight but the driver took me to the wrong airport. I called Priceline and they put me on the next flight, no charge.

Posted by mhughes


so after i booked my rental car i noticed i put in the wrong dates. then i looked up the policies i nearly craped myself. then to read these comments as i was on the phone with customer service. I thought i would not get any where. They were nice and refunded my money! not all but 80 out of100. I'm happy.

Posted by Jana


I had never used priceline before, it was highly recommended by a friend. When I used it I got stuck with a room for only 2 people, and I have a family of 5! That was frustrating when I called priceline and the woman that answered was very rude and said there was nothing she could do. I called the hotel and they told me priceline would have to fix the problem. I called back and a really nice agent named Joel employee code #GUJO0112 helped me resolve the problem. I had decided that I would never again use priceline, but after talking to him, he explained what I did and it was totally my ignorance. I will use priceline in the future and recommend them to my friends and family. Thanks Joel

Posted by Lily


Seems like a lot of people on here have complained about priceline's customer service, so I wanted to add my favorable experience. I booked a flight on priceline today, and my plans suddenly changed. I called them up, got a person on the phone quickly, and they canceled my ticket for a full refund (since I was within the 24 hr window of booking the ticket). No problem at all.

Posted by jsandoval/gdl


I just bought a ticket on price line, few hours ago. My Computer has Auto fill in feature so when i put in my last name it records my name. the ticket was meant to be for my brother. after getting my email confirmation i realized my goof.but the point is that when i called and was worried that what could happen did i just lost some money? after speaking with a gentleman named David, ID # jsandoval/gdl. He was so kind, he told me that i should not worry and he will go ahead and cancel the flight and refund my payment. i was so happy. i am writing this to appreciate his help and concern. Also hoping for pad on the back from his Management team.

Posted by SKC


Meant to reserve a convertible. Got a economy instead. Called. They cancelled the transaction. Hooray!

Posted by Ms.Denton


My comment is both positive and negative. I use Priceline when I travel and I have been able to save, but I research and double check the prices before I agree to any price on Priceline. So far I have only had one issue a website glitch created a large headache, most of the customer service people I spoke to from Priceline are rude and convey that they do not care out of the 12 customer service people I spoke to only 3 were helpful or polite. With my persistance and the 3 helpful customer service people my issue was resolved.

Posted by TCHarp


After several days (and trying 10 different numbers) being unable to contact any live person at priceline the 866-932-4657 number finally worked for me and my question was answered fairly quickly. Thank you very much for this information.

Posted by narrabeam


To be fair, see my last but one post. They have now rectifeid the situation to my full satisfaction. At all times they have been polite and helpful, but bound by "the rules". At least my concerns reached the right people & all is now resolved. So, I have to say, well done Priceline.

Posted by Anonymous


I was able to cancel my reservation with a cancellation fee of 25$. Priceline customer support called the hotel and was able to help me out with the cancellation.

Posted by trvlbug


Quick & polite customer service is what I've experienced with Priceline - Travel Web.

Posted by Bells


I experienced the complete opposite of almost everyone on this page. Priceline was great! I made an error and Steve helped me fix it and be on my way. Priceline is the way to go. I saved hundreds on my car rental in Orlando, and when I made an error they were there to fix it.

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Posted by Anonymous


I'm sick and tired of this stupid people calling every day to complaint about stupid things, I work for priceline customer relations deparment (so far), and all I can say is that this people should READ the contract page before booking ANYTHING, the customer service reps explained you the rules, but you are more than stupid asking for a supervisor, then your call gets transferred to us just to tell you the same sh+t, get a life you idiots we have some other important stuff to do. good thing that this year I'll graduate from the college and I will not need to listen to stupid, and racist people again,because they called me btch and so many other names just becauseI'm from phillipnes -__ -

Posted by Sophia


I used to work for priceline.com and also I took sooo many calls from stupid people like this, omg I just can't believe that these idiots are complaining even tough is their stupid fault, morons please READ!!! the contract page before booking anything online, I had several hard times when I took your calls with your stupid tone of voice saying : it was a computer error, come on please use your brain if you ever have one and stop insulting the representatives, they are just doing their job, I remember when you insulted me just because I'm from the phillipines, do you think that is fair? back in these days I was unable to insult you because I was working for priceline but now I just want to tell you Fu.. ck all of you...!!!

Posted by Customer Care Consultant


I WORK AT PRICELINE.COM

I'm in the Customer Care Department. I answer this type of calls everyday.

1. I'm not from the Philippians, I'm from Mexico and got the job because I was able to prove I can speak English. When customers ask me where we are located at (We need to say the truth) and I answer: Mexico; there have been times they answer: Stupid Mexican, get me an american, NOW!. I'm actually an U.S. Citizen, however my family moved here because of my dad's job, that's why I'm able to speak English so fluidly. (Sometimes grammatically wrong)
2. Name Your Own Price reservations are very restrictive, this is because we buy these rooms/rental cars/trips at a very VERY low price. That's why our partners don't allow us to make changes or cancellations. Because of this we state on the Important Information Section that these reservations are non-refundable and non-changeable, however, we do offer certain options for customers to have their money back. a) When somebody closes dies, b)when they or somebody close is ill or hospitalized, c)when they put the wrong information on the reservation. In this cases, Priceline loses the entire money of the reservation, because we already paid for it to the hotel. A hotel does not lose anything cancelling a reservation they can put someone else on it, but what about priceline? what does it receive on exchange?
3. I've been called a robot WAY TOO MANY TIMES, it has made me realize customers don't actually hear what you're trying to tell them, they just ignore any information that doesn't resolve their issue, they don't want to know why you cannot cancel the reservation, and they ALWAYS say as a threat that they will to go to bank to dispute charges, then I respond saying that they will no be able to do anything because they signed a contract, this is where the customer gets mad and says he's not paying for a service he's not getting, after a long time trying to make the customer understand there's nothing we can do to cancel the reservation, they say: I'll never use priceline again!.
And that's how priceline just loses another customer because of the low rates it offers, weird huh?. Priceline buys reservations at low cost, partners say: OK but you may never cancel them once purchased, priceline answers: OK I'll make customers know (contract page) that they cannot cancel, then customer wants to cancel because his baseball tournament got cancelled, because they didn't authorize the vacations on their job or because they don't feel like travelling, priceline not being able to cancel, they get mad and leave for never return.
4. For all the people who received a hotel "10 miles from where i wanted", you know you selected the area you wanted your hotel to be from the map right?, then why did you think we would be able to guess specifically which part of that zone you wanted to be at? Zones are very large. Customers... please... when you think you want something extremely specific for your reservation, DON'T DO THE NAME YOUR OWN PRICE, if you only get to choose the star level, price, area zone and dates, Why do you always think we would give you the exact bed type you wanted (but never specified), the exact non-smoking/smoking room type you needed (that neither specified), the exact location in the area you wished for (but as well didn't specified), etc,etc,etc...?
6. Our company is managed by a system, an automatic internet system that makes the reservations; when you purchase a reservation, it needs to be automatically sent to the hotel to confirm your stay but sometimes there is a problem because the hotel changes the way their system is working without noticing us in time or maybe they changed their fax number. We always try to accommodate guests with an overbooked or when the hotel cannot find the reservation on their system, but o course, if we were not able to relocate the customer, then what else would you think is reasonable to be done? Of course, we cancel the reservation for a full refund; but then the client gets mad because he understands our refunds take 6 bussiness days. NO SIR. we always state: Our system may process your refund in one bussiness day BUT YOUR BANK may take up to 5 bussiness days to post the refund on your card. But again, the customer will always hear whatever he wants to hear.
5. Call in the mornings, there are very few calls, or late at night.
6. MOST OF US are 20-21 years old, students, trying to earn some money to be able to go out a bit more or buy that nice polo shirt. 7. Yes, it's not a big secret that we have scripts to know exactly what to tell you, these are usually used only by newbies, it's a BIG company with lots of policies and kinds of reservations, doesn't it sound logic that they need them in order to learn what to do and how to tell you things in a proper and professionally manner?
8. We really appreciate customer who understand that "We don't make the policies", they understand we are humans, they understand that we go home at the end of the day and have the same issues with our telephone/cable company, or maybe with our credit card company. Thank you very much to all the customers who treat us as real persons.

If you have any doubt regarding Priceline Customer Service, (Customer Care), policies or anything, send me an email, I'll be happy to explain you why things are being made that way by the company.
But most likely, you won't send the email, because what customers want is the company to do whatever they want, not us to explain to them the reasons this cannot be done.

email: [email protected]
I will send a response in non-working hours.
If you'd like to, you can add your request number (11 digits), for me to be able to look forward this information.

Posted by Priceline Customer Care Agent


I WORK AT PRICELINE.COM

I'm in the Customer Care Department. I answer this type of calls everyday.

1. I'm not from the Philippians, I'm from Mexico and got the job because I was able to prove I can speak English. When customers ask me where we are located at (We need to say the truth) and I answer: Mexico; there have been times they answer: Stupid Mexican, get me an american, NOW!. I'm actually an U.S. Citizen, however my family moved here because of my dad's job, that's why I'm able to speak English so fluidly. (Sometimes grammatically wrong)
2. Name Your Own Price reservations are very restrictive, this is because we buy these rooms/rental cars/trips at a very VERY low price. That's why our partners don't allow us to make changes or cancellations. Because of this we state on the Important Information Section that these reservations are non-refundable and non-changeable, however, we do offer certain options for customers to have their money back. a) When somebody closes dies, b)when they or somebody close is ill or hospitalized, c)when they put the wrong information on the reservation. In this cases, Priceline loses the entire money of the reservation, because we already paid for it to the hotel. A hotel does not lose anything cancelling a reservation they can put someone else on it, but what about priceline? what does it receive on exchange?
3. I've been called a robot WAY TOO MANY TIMES, it has made me realize customers don't actually hear what you're trying to tell them, they just ignore any information that doesn't resolve their issue, they don't want to know why you cannot cancel the reservation, and they ALWAYS say as a threat that they will to go to bank to dispute charges, then I respond saying that they will no be able to do anything because they signed a contract, this is where the customer gets mad and says he's not paying for a service he's not getting, after a long time trying to make the customer understand there's nothing we can do to cancel the reservation, they say: I'll never use priceline again!.
And that's how priceline just loses another customer because of the low rates it offers, weird huh?. Priceline buys reservations at low cost, partners say: OK but you may never cancel them once purchased, priceline answers: OK I'll make customers know (contract page) that they cannot cancel, then customer wants to cancel because his baseball tournament got cancelled, because they didn't authorize the vacations on their job or because they don't feel like travelling, priceline not being able to cancel, they get mad and leave for never return.
4. For all the people who received a hotel "10 miles from where i wanted", you know you selected the area you wanted your hotel to be from the map right?, then why did you think we would be able to guess specifically which part of that zone you wanted to be at? Zones are very large. Customers... please... when you think you want something extremely specific for your reservation, DON'T DO THE NAME YOUR OWN PRICE, if you only get to choose the star level, price, area zone and dates, Why do you always think we would give you the exact bed type you wanted (but never specified), the exact non-smoking/smoking room type you needed (that neither specified), the exact location in the area you wished for (but as well didn't specified), etc,etc,etc...?
6. Our company is managed by a system, an automatic internet system that makes the reservations; when you purchase a reservation, it needs to be automatically sent to the hotel to confirm your stay but sometimes there is a problem because the hotel changes the way their system is working without noticing us in time or maybe they changed their fax number. We always try to accommodate guests with an overbooked or when the hotel cannot find the reservation on their system, but o course, if we were not able to relocate the customer, then what else would you think is reasonable to be done? Of course, we cancel the reservation for a full refund; but then the client gets mad because he understands our refunds take 6 bussiness days. NO SIR. we always state: Our system may process your refund in one bussiness day BUT YOUR BANK may take up to 5 bussiness days to post the refund on your card. But again, the customer will always hear whatever he wants to hear.
5. Call in the mornings, there are very few calls, or late at night.
6. MOST OF US are 20-21 years old, students, trying to earn some money to be able to go out a bit more or buy that nice polo shirt. 7. Yes, it's not a big secret that we have scripts to know exactly what to tell you, these are usually used only by newbies, it's a BIG company with lots of policies and kinds of reservations, doesn't it sound logic that they need them in order to learn what to do and how to tell you things in a proper and professionally manner?
8. We really appreciate customer who understand that "We don't make the policies", they understand we are humans, they understand that we go home at the end of the day and have the same issues with our telephone/cable company, or maybe with our credit card company. Thank you very much to all the customers who treat us as real persons.

If you have any doubt regarding Priceline Customer Service, (Customer Care), policies or anything, send me an email, I'll be happy to explain you why things are being made that way by the company.
But most likely, you won't send the email, because what customers want is the company to do whatever they want, not us to explain to them the reasons this cannot be done.

email: [email protected]
I will send a response in non-working hours.
If you'd like to, you can add your request number (11 digits), for me to be able to look forward this information.

Posted by shaishi


In all honesty, I really do wish I could have a CANCEL/FULL REFUND button for a customer. I know it is your hard earned money but we are bound by the policies of the company. If we go against these policies, then OUR jobs will be the ones in jeopardy.

Next, for us being unreachable. Please understand, during a heavy call flow volume, we cant even take our one hour lunch break. Sometimes, we are given 30 minutes to have lunch and that is if we are lucky. Most of the times, I get 9 hours straight and non-stop calls. I can't even ask for a pee break.

And as for sounding robotic, it is really impossible not to sound like one when you keep repeating the same thing over the phone. And most customers take up to 30 minutes just to be convinced that the reservation they had cannot be cancelled.

I remember having a customer not releasing the call no matter how hard I try to explain, we can't book for a customer on the other line for flight reservations - We are not able to see the web page you are seeing nor are we authorized to access your profile and account to book for a reservation for you. And at that time we had 9 calls waiting in the system.

Please, I can't stress this any further, READ THE CONTRACT PAGE. Even I am not okay with the name your own price but these type of requests should only be done by customers who are 1,000% sure they are going to take the reservation.

I know some hotel reservations hate us and are telling customers that "this is what you get for booking from Priceline". But aren't we a booking agency? We display rates from different properties on our website so that it will be EASY for a customer to compare rates between hotels.

Just because we can't guarantee a frequent customer to your hotel does not mean our intentions are bad.

Heck one customer called just today and told me that she usually does a name your own price and eventually contacts her hotel to request 2 double beds and was surprised when one hotel told her not to book from us because they cant change the reservation.
We only forwarded the customer's request so please understand. The queen/king/twin/double beds are not supplied by Priceline. These beds are in your hotel and are dependent on your hotel's availability. I called the hotel for the customer and Ms. Robin from the Reservations department of the hotel was kind enough to say that she'll make a change and gladly work on it.

Honestly, all of the customer's frustration are always directed towards us over something we have no control over.

I know there are some agents that seem rude and would raise their voices over the phone with the customer on the other line. I won't deny that one since I do sometimes hear the agent beside me or across my aisle doing just that.
We can't help it if some agents have a short temper. Maybe something happened? Or maybe the last customer before you called gave the agent a hard time? I remembered the time my mother had a miscarriage while I was at work, I was not even allowed to have a 15-minute break to check up on her. Though we are supposed to be professional in handling customers, sometimes these are unavoidable.

One suggestion for customers, hang up and call again until you reach someone whom you think is better. If not, ask if can call back and ask for our company number.

And again, PLEASE ----- READ YOUR CONTRACT PAGE.

Posted by Leighton


Believe it or not we care, it would be a lot easier for all of us to just do exactly what you ask from us, but we cant, we have to follow policies, instead we have to hear rant after rant and be polite about it. Iv seen so many comments stating that we are rude, i am sorry people the definition of rude doesn't include the fact that we are not doing what you ask for, i know this much, if we are rude we get the boot. Some others saying that we sound robotic, well when you gotta repeat to the same thing for half an hour to a customer that keeps complaining about the same thing and you already tried to explain it every way you can think of, everyone would sound robotic we try not to but its not easy if you gotta say the same thing over and over.

Out of the thousands of calls we get 90% could be fix if the customer had read the contract page before agreeing to it, out of the other 10% half read the contract page and call asking if anything can be done in their case and understand its a long shot, and the other half read it and still decided to go ahead and gamble their money agreeing to something they knew could not be what they wanted and later call to complain instead of explain.

I cant stress how important it is, PLEAS READ THE CONTRACT PAGE.

We are happy to help you either way, but if you agree to something on your contract page and contact us to change it, you'll probably will leave unsatisfied.

Posted by Terry Bogard


stupid customers that DO NOT READ THE TERMS AND CONDITIONS, looks like they do not have nothing to do they will stay on the phone forever even though you tell them the reservation is non refundable, animals, and then everyone is complaining because we have a heavy call volume, and is this idiot's fault that will not get off the phone just ruining our handle time.

Posted by Terry


I insist. all the customers need to review the CONTRACT PAGE CAREFULLY prior to booking, this previous person said that he did not realize he had a bid, what a dumb ass, we cannot charge you unless you enter your credit card and initials, poor idiot, and then you call us and complain . common sense people.

Posted by Robert


I am what they call a Customer Relations Specialist, and Im very surprised to receieve so many calls from upset customers being transfered to my deparment requesting a supervisor, just because the agent from customer service did not resolve the issue to their satisfaction, common sense people the contract page presented to you is very clear when advises you of the policies rules and restrictions, BE SMART and read carefully the contract page prior to purchasing

Posted by Robert


I am what they call a Customer Relations Specialist, and Im very surprised to receieve so many calls from upset customers being transfered to my deparment requesting a supervisor, just because the agent from customer service did not resolve the issue to their satisfaction, common sense people the contract page presented to you is very clear when advises you of the policies rules and restrictions, BE SMART and read carefully the contract page prior to purchasing

Posted by Robert


I am whst they call a Customer Relations Specialist, and Im very surprised to receieve so many calls from upset customers being transfered to my deparment requesting a supervisor, just because the agent from customer service did not resolve the issue to their satisfaction, common sense people the contract page presented to you is very clear when advises you of the policies rules and restrictions, BE SMART and read carefully the contract page prior to purchasing

Posted by 4


I work at a hotel and they provide misleading information that has upset the hotel and guests.

Posted by Anon1


I work at a hotel, NEVER USE PRICELINE! They lose reservations all the time and even we cannot get a hold of them to work things out. Absolutely unbelievable that they still exist. Guess it's the clever marketing. Thanks Capt. Kirk.

Posted by jfleishell


Trust me guys, not even hotels like Priceline. I work at the front desk at a hotel, Priceline's Credit Card didn't go through and even I cannot get ahold of them.

They are the worst!

Posted by Anonymous


A message to the employees who commented...many of these complaints are not contractual issues. They are mostly about the poor service that you, the customer service reps, are providing...and the fact that it is nearly impossible to reach one of you when you are needed. You would serve yourselves well to think about what you can do to make the customer service experience better for customers rather than subtly calling your customers stupid. Perhaps it is you who need to learn to read and use the criticism to improve on your job. 93% negative. That's something you should be thinking about.

Posted by Anonymous


As a Priceline Customer Service Worker, I want to say something. People, as long as you read our contract page and understand our policies we are able to help you. If you don't like them feel free to use other alternative websites or make a deal with the carrier/hotel/rental car ageny directly. Some people don't understand that Priceline is a bussiness, therefore they have restricted agreements with hotel/rental/air partners. I've dealed with many cases where I'm unable to do something for the Customer, the main reason is because people don't read our Contract page. =( We are not asking that you need to read the whole "Terms and Conditions policy", let's be honest, we just display the most important information of this reservations.
You may hate me and call me a lier, but to be honest, I try very hard to help customers even if they are speaking with insults, profanity, etc.

Finally I just want to say two things:

1."No", we don't have a magic button where we can just click on it and change dates, times, cities or press a button to cancel your reservation. If the contract page says that the reservation is non-refundable or non-changeable, it is the truth and even us are not able to bypass that. Again, this is because of contractual agreements.

2. I can tell you that the "Information Entered on the Reservation" cannot be manipulated. As much as I hate telling customers, glitches are not possible. Often people think that we change this information at the time of booking, but never realize that sometimes those glitches happen because of a little mistake they didn't saw, therefore we think the website is to blame. (entering wrong information, accidently pressing the "Enter" button without noticing, presssing "F5" too many times when the page is not loading, etc.)

I don't think I'm allow to say these things, but I really don't feel good when I have to give bad news because after all, your hard-earning money is being used to make these reservations

Therefore, I hope someone reads this and give us a chance to help as long as we can. Maybe I will be the one attending you! =)

Good-bye.

Posted by Anonymous


i work for priceline as a customer care consultant. shout out to those who say that they were not satisfied with the service. first off, dont blame us becoz you dont know how to read contract pages before you purchase something online. be smart enough to read first so you'll know your ground when calling customer service.we are only guided by policies here. next time be smart enough to realize that.

Posted by Anonymous


I work for priceline customer care. You just need to read. Is that something hard to ask for?

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