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Priceline Reviews & Complaints

Priceline is an online travel agency for hotels, flights, rental cars, vacation packages and cruises, run by Priceline.com LLC of Norwalk, Connecticut, a brand of Booking Holdings Inc. Most complaints are about refunds: Express Deals and Pricebreaker bookings are non-refundable under Priceline's Terms, and for regular bookings the hotel's or airline's own rules decide. In July 2026 FTC staff told Priceline they intend to recommend a complaint over disclosures, fees, customer support and billing, which Priceline disputes while it discusses a resolution with the agency. Complaints and lawsuits are allegations unless a court or regulator makes a finding.

REVIEWS & COMPLAINTS637on USAComplaints · none in last 3 yrs · latest 2014
PHONE(877) 477-5807Customer service
WEBSITEpriceline.com
HEADQUARTERSNorwalk, CT
PROFILE CHECKED2026-11-01
Submit a Complaint Read reviews & complaints ↓ Call (877) 477-5807 Official website ↗
VERIFIED

Contacts

Customer service & general contact

Settlements & legal notices

  • Legal notices: written dispute notice and rejection of arbitration (Terms 10.1, 10.3.10)[email protected]
VERIFIED

Locations

  • Headquarters800 Connecticut Avenue Norwalk CT 06854
EDITORIAL

Priceline refunds, cancellations and disputes: what the rules say and what to do

The rules below come from Priceline's Terms and Conditions. Your booking confirmation, the checkout page and the hotel's, airline's or car company's own terms decide your particular booking.

Who your contract is with. Priceline.com LLC runs the website, apps and call centers, but under Terms 6.1 a flight contract is "between you and the relevant flight service Provider", and under Terms 6.2 a hotel booking is "between you and the relevant accommodation Supplier", whose cancellation and no-show policies apply.

Express Deals and Pricebreaker. With these deal programs you learn the exact hotel, airline or car company only after you pay. Terms 3.2.5 say all such bookings "are non-cancelable, non-refundable, non-changeable and non-transferable by you (unless expressly stated otherwise at checkout and on your itinerary)", that your payment method is charged "regardless of whether or not the booking is used", and that no credit is given for unused bookings. Priceline or the supplier may waive these restrictions "on an exception basis and in our (or the Supplier's) sole and absolute discretion", so it is worth asking, but a waiver is not a right.

Refundable hotel rates. Some hotel rates can be cancelled; the conditions vary by rate and are shown in the "Important Information" section during booking (Terms 6.2.8). Some flexible rates are sold by a third-party provider acting as merchant of record, which may let you cancel an otherwise non-refundable booking for a fee, for example up to 24 hours before check-in for a partial refund. In that case the provider, not Priceline, pays the refund, typically within 14 days.

Read the rest of this section

Changes. Terms 5.1 say bookings "are not automatically eligible for changes or cancellations". You can change or cancel only if the supplier's terms allow it, the supplier may charge a fee, and the new price is based on the current rate, which "could be higher than" what you originally paid. To see a booking's cancellation terms and change or cancel options, sign in and open it under My Trips on priceline.com, or use Find My Trip in the site header.

Flights cancelled or changed by the airline. U.S. Department of Transportation rules (14 CFR Part 260) require airlines, and ticket agents that sold the ticket as merchant of record, to refund the fare when the airline cancels or significantly changes a flight and you do not accept the alternative offered. Air travel complaints go to the Department of Transportation at transportation.gov/airconsumer.

How to reach Priceline. Priceline's home page says its Help Center at help.priceline.com, which opens the Penny assistant, is available 24 hours a day, 7 days a week. Priceline's corporate contact page gives the toll-free customer service number (877) 477-5807 and the email [email protected]. Receipts and other documents for an open request can be uploaded on the Document Submission page, and Priceline says it replies by email within 3 to 5 business days. The press office inbox is not monitored for customer service requests. Keep your trip number, the itinerary and screenshots of the checkout page.

If Priceline says no.

  • Card dispute. Under the federal Fair Credit Billing Act, send your credit card issuer a written billing-error dispute within 60 days after the first statement showing the charge was sent to you. Terms 4.2.1 say Priceline treats chargebacks on non-cancellable bookings that it or the supplier was not required to refund as improper and may contest them, so include the booking terms and your correspondence. For a debit card, federal Regulation E covers unauthorized or incorrect charges if you tell your bank within 60 days after it sent the statement showing the charge; a dispute over a service you paid for but did not get depends on your bank's and card network's chargeback rules.
  • Formal notice. Terms 10.1 require a signed written notice to [email protected] or to the Legal Department, Priceline.com LLC, 800 Connecticut Avenue, Norwalk, CT 06854, giving your name, phone, mailing and email address, a description of the dispute and the relief you want. This comes before arbitration or a small-claims case, and the informal resolution period lasts 60 days before arbitration can start.
  • Regulators and BBB. Report to the FTC at ReportFraud.ftc.gov; to your state attorney general or to the Connecticut Attorney General, since Priceline is based in Norwalk; and, for airline tickets, to the Department of Transportation. A BBB complaint is forwarded to the company for a response.
EDITORIAL

Company Information

Legal name
Priceline.com LLC
Founded
1997
Business type
Online travel agency (hotels, flights, rental cars, packages, cruises and activities) operated by Priceline.com LLC, Norwalk, Connecticut; one of the brands of Booking Holdings Inc. (NASDAQ: BKNG)
Website
priceline.comSource: Priceline Corporate Contact Information page, checked 2026-11-01
Headquarters
Norwalk, CTSource: Priceline Corporate Contact Information page, checked 2026-11-01
Owned by
Booking Holdings Inc.Source: Booking Holdings annual report on Form 10-K for 2025, Item 1, checked 2026-11-01

Priceline is an established, registered business. Its own Terms and contact page name Priceline.com LLC as the operator of priceline.com, and its parent, Booking Holdings Inc., is listed on NASDAQ and files annual and quarterly reports with the SEC. BBB lists Priceline.com LLC as accredited since 1998 with an A rating. BBB also shows 6,153 complaints filed in the last three years; that is a count of complaints received, and BBB does not present it as a finding against the company. Trustpilot reviewers give Priceline 2.3 out of 5.

Being a real company does not settle an individual dispute. The complaints on this site most often concern refunds and cancellations, customer service and airline tickets, and Express Deals are non-refundable under Priceline's Terms. In July 2026 FTC staff told Priceline they intend to recommend an FTC complaint over its disclosures, fees, customer support and billing; Priceline disagrees and is in discussions with the agency. That is an allegation by agency staff, not a finding.

EXTERNAL SOURCE

Independent Sources

Shown for context — not merged with USAComplaints' own numbers.

BBBComplaints filed in the last 3 years
1,912 reviews · 6,153 complaints · BBB business grade A · average customer rating 1.09 / 5
TrustpilotTrustScore out of 5 and total reviews
97,342 reviews · TrustScore 2.3 / 5
CONSUMER ALLEGATION

Reviews & Complaints on USAComplaints

USAComplaints currently maintains 637 historical complaints about Priceline, published between 1999 and 2014. No approved complaints have been published on this site during the last three years. For a current reputation snapshot, see the independent sources on this page.

Show 15 more on this page
EDITORIAL

Complaint Themes

Refund refused, or cancellation not allowedCustomer service unhelpful or hard to reachAirline ticket or flight problemName Your Own Price bid or Express Deal outcome disputedHotel not as described, wrong star level or locationRental car problemDouble charge or unexpected charge on card

Themes summarize what people write about most often. One complaint can touch several themes, and some complaints (a positive report, or one later retracted by its author) fit none, so themes are not a count of complaints.

Had an experience with Priceline? Tell other people what happened.

Submit a Complaint
EDITORIAL

Priceline complaints and reviews: BBB, Trustpilot and this site

BBB. BBB lists Priceline.com LLC of Norwalk, CT as BBB Accredited since July 30, 1998, with an A rating. Its profile shows 6,153 complaints filed in the last three years, 1,841 of them in the last 12 months, and a customer review average of 1.09 out of 5 from 1,912 reviews. BBB's letter rating and its customer review average are separate measures.

Trustpilot. Trustpilot shows a TrustScore of 2.3 out of 5 from 97,342 reviews of www.priceline.com, 1,394 of them posted in the last 12 months. Trustpilot notes that Priceline claimed the profile in April 2014 but has not invited customers to leave reviews recently, so the reviews "may not be representative".

Complaints on this site. 637 published complaint reports are linked to this profile. They were submitted between December 1999 and January 2014, before Priceline's current Terms, and are the authors' own accounts. The most frequent subjects are refunds and cancellations, then customer service, airline tickets, Name Your Own Price bids and Express Deals, hotel quality or location, rental cars, and duplicate or unexpected card charges. BBB, Trustpilot and this site count complaints separately, and their figures are not added together.

EDITORIAL

FTC, Texas and San Francisco matters involving Priceline and Booking Holdings

FTC staff notice, July 2026. In its quarterly report for the period ended June 30, 2026, filed August 4, 2026, Booking Holdings disclosed that in July 2026 FTC staff informed Priceline that they intend to recommend that the FTC file a complaint against Priceline and a business-to-business affiliate partner of Priceline, asserting unfair or deceptive practices related to disclosures, fees, customer support and billing. The report says "Priceline does not agree with the FTC's position and remains in discussions to resolve the matter", and that a resolution could include commitments to change its business practices. A staff recommendation is not a lawsuit and not a finding; a complaint can be filed only if the Commission itself approves it. In October 2026 Reuters reported, citing unnamed sources, that the matter concerns online ads that appear to lead to hotels' own websites but send consumers to a third-party booking site, Guest Reservations; the FTC confirmed an investigation and declined further comment.

Texas Attorney General settlement, August 19, 2025. Texas announced a $9.5 million settlement with Booking Holdings Inc., "the company, which operates Booking.com, Priceline.com, and Kayak.com", ending the state's lawsuit alleging that hotel rooms were advertised at prices that left out mandatory fees, which were then grouped with government taxes at checkout. The settlement requires Booking to disclose fees added to a hotel room's price upfront. The release names Booking Holdings, not Priceline.com LLC, as the party. In a statement reported by PYMNTS and KXAN, Booking said it respectfully disagreed with the attorney general's description of the settlement, rejected any suggestion of unlawful or deceptive practices, and said the settlement includes no admission of wrongdoing.

San Francisco City Attorney lawsuit, July 29, 2026. City Attorney David Chiu sued in San Francisco Superior Court, on behalf of the People of the State of California, the companies behind the hotel booking sites BookOnline.com and Guest Reservations, two individual principals of the Book Online companies, and Booking Holdings Inc., named as doing business as Priceline Partner Solutions. The complaint alleges that the two sites impersonate hotels' own reservation pages and charge large markups, and describes Priceline Partner Solutions as a channel that supplies hotel inventory to third-party websites, including as the exclusive supplier to Guest Reservations. The impersonation and markup claims are made against the two sites and their operators; the separate claim against Booking Holdings, under California's Unfair Competition Law, is that it knew of their conduct and aided and abetted it, for example by keeping their access to its real-time hotel inventory and payment processing. These are allegations, not findings.

EDITORIAL

Lawsuits naming Priceline.com LLC

Three federal lawsuits naming Priceline.com LLC are listed in the cases section of this page:

  • Collins v. Priceline.com LLC (C.D. Cal. 2:20-cv-02306): a proposed California class action filed March 10, 2020 over alleged recording of customer calls without consent. The plaintiff voluntarily dismissed it without prejudice three days later.
  • Talker v. Hilton Garden Inn Apopka City Center et al. (M.D. Fla. 6:26-cv-00771): an individual fraud and breach-of-contract suit filed April 8, 2026. Priceline moved to dismiss it on July 6, 2026, and a jury trial term is set from April 2028.
  • Delaney v. Booking Holdings Inc. et al. (D. Del. 1:26-cv-01137): an antitrust complaint filed September 9, 2026 by a self-represented plaintiff against Booking Holdings, Priceline.com LLC, Booking.com, Agoda and KAYAK.

All three contain only the plaintiffs' allegations, and no court has found Priceline liable in any of them. The FTC staff notice and the Texas and San Francisco matters are described in the regulator section.

Arbitration. Priceline's Terms, section 10.3, require U.S. customers to bring disputes in individual binding arbitration or in small claims court, and waive class actions and jury trials, unless the customer opted out in writing within 30 days of first becoming subject to the agreement (section 10.3.10). Before either route, section 10.1 requires a signed written notice to Priceline and a 60-day informal resolution period before arbitration can begin.

PUBLIC RECORD

Court & Public Records

Collins v. Priceline.com LLC (putative class action)

Dismissed

U.S. District Court, C.D. CaliforniaDocket 2:20-cv-02306Source ↗

Dismissed

Ruth Collins filed this complaint on March 10, 2020 on behalf of a proposed class of California residents. It alleges that Priceline.com LLC recorded telephone calls with California residents without their consent, in violation of California Penal Code sections 632 and 632.7. Three days later, on March 13, 2020, the plaintiff filed a notice of voluntary dismissal without prejudice, which ended the federal case without any ruling on the claims and left her free to refile them. The claims are the plaintiff's allegations; no court has found that Priceline violated the law.

Talker v. Hilton Garden Inn Apopka City Center et al.

Filed

U.S. District Court, M.D. FloridaDocket 6:26-cv-00771Source ↗

Filed — no final outcome recorded

Albert Talker, representing himself, sued Priceline.com LLC, Hilton Worldwide Holdings Inc., the Hilton Garden Inn Apopka City Center and others on April 8, 2026. The docket classifies the case as "Other Fraud" with a breach-of-contract claim heard in federal court because the parties are from different states. Priceline.com LLC moved to dismiss for failure to state a claim on July 6, 2026, and the plaintiff filed a renewed response on September 21, 2026. A case management order of September 9, 2026 sets a jury trial term starting April 3, 2028. It is an individual suit, not a class action, and no court has made a finding against Priceline.

Delaney v. Booking Holdings Inc. et al.

Filed

U.S. District Court, D. DelawareDocket 1:26-cv-01137Source ↗

Filed — no final outcome recorded

Pro se plaintiff Andrew Delaney filed a complaint on September 9, 2026 against Booking Holdings Inc., Agoda Company Pte. Ltd., Booking.com B.V., Priceline.com LLC and Kayak Software Corporation. The docket classifies it as an antitrust case under 15 U.S.C. 1, the Sherman Act ban on agreements that restrain trade, with a jury demand. The filings made with the complaint are an application to proceed without paying court fees and routine court notices; no ruling on the claims appears. The claims are the plaintiff's allegations, not findings.

EDITORIAL

Who runs Priceline: Priceline.com LLC and Booking Holdings

Priceline's Corporate Contact Information page says the website is operated by Priceline.com LLC, headquartered at 800 Connecticut Avenue, Norwalk, CT 06854. Booking Holdings Inc. (NASDAQ: BKNG) lists Priceline in its 2025 annual report as one of its brands, together with Booking.com, Agoda, KAYAK and OpenTable, and describes it as "a leader in discount travel reservations, primarily in North America". Booking Holdings itself was named priceline.com Inc. until 2014 and The Priceline Group Inc. until 2018.

Priceline sells hotel stays, including Hotel Express Deals, as well as flights, rental cars, vacation packages, cruises and activities. Members of its Priceline VIP program get a Best Price Guarantee on certain prepaid bookings: if they find a lower price on the same Priceline channel within 24 hours of booking, Priceline may refund the difference (Terms 3.2.4). Priceline's home page states that hotel prices are now shown with fees included.

Under Terms 11.2, Priceline is a registered seller of travel in California (CST 2040530-50), Florida (ST-32150), Washington (603-390-829) and Hawaii (TAR 7559); the Terms add that California registration does not mean the state has approved the business. The Terms also say that answers and summaries from Penny, Priceline's AI assistant, are "for convenience only"; the full Terms, your booking confirmation and the supplier's terms are what bind you.

VERIFIED

Company Relationships

  • Owned byBooking Holdings Inc.
  • Affiliated withBooking.com
  • Affiliated withAgoda
  • Affiliated withKAYAK
  • Affiliated withOpenTable
EDITORIAL

Frequently Asked Questions

Can I cancel or get a refund on a Priceline Express Deal?

Normally you cannot. Priceline's Terms 3.2.5 say bookings made through any deal program, including Express Deals and Pricebreaker, "are non-cancelable, non-refundable, non-changeable and non-transferable by you (unless expressly stated otherwise at checkout and on your itinerary)", and that you are charged whether or not you use the booking. Priceline or the supplier may waive these restrictions "on an exception basis" at its sole discretion, so you can ask, but a refund is not guaranteed. Check your itinerary and checkout page for any different term. If the airline cancels or significantly changes an Express Deal flight, Department of Transportation refund rules still apply.

Who operates Priceline?

Priceline's Corporate Contact Information page says the website is operated by Priceline.com LLC, headquartered at 800 Connecticut Avenue, Norwalk, CT 06854. Its parent, Booking Holdings Inc. (NASDAQ: BKNG), lists Priceline among its brands in its 2025 annual report alongside Booking.com, Agoda, KAYAK and OpenTable; Booking Holdings was itself called priceline.com Inc. until 2014.

How do I contact Priceline customer service?

Start with the Help Center at help.priceline.com, which opens Priceline's Penny assistant and, according to Priceline's home page, is available 24 hours a day, 7 days a week. Priceline's corporate contact page gives the toll-free customer service number (877) 477-5807 and the email [email protected]. Receipts and other documents for an open request can be uploaded on Priceline's Document Submission page; Priceline says it replies by email within 3 to 5 business days. Formal dispute notices go to [email protected].

Is my contract with Priceline or with the hotel or airline?

With the airline or hotel. Priceline's Terms 6.1 say a flight contract is "between you and the relevant flight service Provider", and Terms 6.2 say a hotel booking is "between you and the relevant accommodation Supplier". The supplier's own terms, including its cancellation and no-show policies, therefore decide most refund questions, while Priceline handles the booking and its customer service.

What has the FTC said about Priceline?

Booking Holdings' report for the quarter ended June 30, 2026 says FTC staff informed Priceline in July 2026 that they intend to recommend an FTC complaint against Priceline and a business-to-business affiliate partner over disclosures, fees, customer support and billing practices. Priceline does not agree and remains in discussions with the agency to resolve the matter. A staff recommendation is not a lawsuit or a finding; only the Commission can approve filing a complaint.

Did Texas settle with Booking Holdings over hotel fees?

On August 19, 2025 the Texas Attorney General announced a $9.5 million settlement with Booking Holdings Inc., which operates Booking.com, Priceline.com and Kayak.com, ending the state's lawsuit over hotel prices advertised without mandatory fees. The settlement requires Booking to disclose added fees upfront. The release names Booking Holdings, not Priceline.com LLC, as the party, and Booking disputed the attorney general's description of the settlement and said it includes no admission of wrongdoing.

How many BBB complaints does Priceline have?

BBB's profile for Priceline.com LLC of Norwalk, CT shows 6,153 complaints filed in the last three years, 1,841 of them in the last 12 months, and a customer review average of 1.09 out of 5 from 1,912 reviews. BBB lists the company as accredited since 1998 with an A rating. BBB's counts change daily.

What lawsuits involve Priceline?

Three federal cases naming Priceline.com LLC are listed on this page: Collins v. Priceline.com LLC (C.D. Cal. 2:20-cv-02306), a proposed class action over alleged call recording that the plaintiff voluntarily dismissed without prejudice in March 2020; Talker v. Hilton Garden Inn Apopka City Center et al. (M.D. Fla. 6:26-cv-00771), an individual suit filed April 8, 2026, in which Priceline moved to dismiss on July 6, 2026; and Delaney v. Booking Holdings Inc. et al. (D. Del. 1:26-cv-01137), an antitrust complaint filed September 9, 2026 by a self-represented plaintiff. Separately, San Francisco's City Attorney sued Booking Holdings, named as doing business as Priceline Partner Solutions, in July 2026, alleging that it aided and abetted two hotel booking sites it supplies. All of these are allegations, not findings.

Can I sue Priceline or must I use arbitration?

In most cases you must use arbitration. Section 10.3 of Priceline's Terms requires U.S. customers to resolve disputes in individual binding arbitration, with two exceptions: small claims court, if your claim qualifies and stays there, and court actions over intellectual property. Class actions and jury trials are waived. You can opt out by writing to [email protected] or the Legal Department, Priceline.com LLC, 800 Connecticut Avenue, Norwalk, CT 06854 within 30 days after first becoming subject to the agreement, which is the earliest of the date you first used the site, first used its services or created an account (section 10.3.10). If you first used Priceline or opened an account more than 30 days ago, that window has already closed. Before arbitration or small claims, section 10.1 requires a signed written notice and a good-faith attempt to settle; this informal process lasts 60 days before arbitration can begin.