Independent profile — not affiliated with Priceline
Priceline
Priceline is an online travel agency operated by Priceline.com LLC of Norwalk, Connecticut, and is one of the brands of Booking Holdings Inc. This page sets out Priceline's own refund, cancellation and contact rules, then the documented record: an FTC staff notice disclosed by Booking Holdings in July 2026, a Texas settlement with Booking Holdings, and BBB and Trustpilot figures as displayed on October 14, 2026. It gives no rating of its own, and complaints and lawsuits are allegations unless a court or regulator states a finding.
Complaints & Reviews on USAComplaints
USAComplaints currently maintains 638 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 below.
- Trip booked for December instead of January, hung up on
- Express Deal hotel not in category of hotels listed, cannot cancel
- Collision damage insurance bought online not accepted at counter
- Two of four New York deals were worst hotels, same hotel repeated
- Undisclosed $15 per night resort fee, customer service offered no relief
- Charged $230 to cancel ticket, credit not usable toward change
- Change fees of $230 each, no credit for unused ticket
- Card charged three times after errors, refund request took long
- Price adjustment lost after calls disconnected three times
- Cancellation refused two hours late after booking wrong day
- Husband accidentally bought two $1,300 tickets by bidding, nonrefundable
- Agents misled me and offered discount only for second night
- Double charge on credit card not removed, dispute disputed
- Car rental price guarantee refused, agents could not see lower price
- Refund for mistaken name flight booking promised then not received
- Credit only usable on Virgin flights after medical cancellation
- Price match refused for car rental lower price shown on five computers
- Hertz rental location did not exist, stranded after two days travelling
- Vacation package cancelled after emergency, refund refused as discounted
- Trip change refused for family emergency, reservation blocked
Complaint Themes
Independent Sources
Shown for context — not merged with USAComplaints' own numbers.
Contacts
- Official website: https://www.priceline.com/
- Customer service phone (as listed in page data): 1-877-477-5807 1 complaint mentions this number
- Customer service email (as listed in page data): [email protected]
- Help Center (help.priceline.com): https://help.priceline.com/
- Document submission for service requests: https://www.priceline.com/customer-self-service/document-submission
- Legal notices and arbitration opt-out (Terms 10): [email protected]
Locations
| Type | Address |
|---|---|
| Headquarters | 800 Connecticut Avenue Norwalk CT 06854 |
Priceline refunds, cancellations and complaints: what Priceline's own pages say (checked October 14, 2026)
Priceline's pages, opened on October 14, 2026, set out the rules below. Your booking confirmation, the supplier's terms and the checkout page govern your booking; this summary does not replace them.
Who the contract is with. Priceline's Terms and Conditions say the website, apps and call centers are "owned and/or operated by priceline.com LLC". For flights, Terms 6.1 say the contract is "between you and the relevant flight service Provider"; for hotels, Terms 6.2 say the agreement "is between you and the relevant accommodation Supplier" and that supplier terms and cancellation policies apply.
Express Deals and similar programs. Terms 3.2.5 describe Express Deals and Pricebreaker bookings, where the exact supplier is not shown until after booking, and state that "all bookings made through any Deal Program ... are non-cancelable, non-refundable, non-changeable and non-transferable by you (unless expressly stated otherwise at checkout and on your itinerary)". It also says "Once you book, your method of payment will be charged for the amount shown - regardless of whether or not the booking is used. We will not issue any credit for unused bookings." The same section adds that Priceline or the supplier "may, on an exception basis", waive the restrictions at their discretion. Other rates may be cancellable: Terms 6.2.8 say flexible cancellation terms vary by room rate and are shown in the "Important Information" section during booking.
Changes. Terms 5.1 say bookings "are not automatically eligible for changes or cancellations" and that a change may be priced at the current rate, which "could be higher than the original booking price".
Reach Priceline. The Help Center (help.priceline.com) opens Priceline's "Penny" AI assistant. The corporate contact page's structured data lists customer service at 1-877-477-5807 and [email protected]. Supporting documents for a service request can be uploaded on Priceline's document-submission page. Priceline's press-center contact page says its inbox "is not monitored for Customer Service Requests".
Formal notice and arbitration. Terms 10.1 require written notice to [email protected] or to the Legal Department, Priceline.com LLC, 800 Connecticut Avenue, Norwalk, CT 06854 before arbitration or small claims. Section 10.3 contains an arbitration agreement and class action waiver for U.S. customers, with a right to opt out by written notice "within thirty (30) days after first becoming subject to this Arbitration Agreement" (Terms 10.3.10).
Card disputes. Terms 4.2.1 list, among chargeback scenarios Priceline says it deems improper and may rebut, "Chargebacks resulting from non-cancellable reservations in the event that Priceline or Supplier cannot (or was not required to) provide a refund, whether or not the reservation is used." That is Priceline's contract position; the dispute process and rights of the card issuer's cardholder agreement are separate, so check with the issuer.
Other routes. Readers can also report to the FTC at reportfraud.ftc.gov or to their state attorney general. Seller-of-travel registrations listed by Priceline are in the company background section.
Regulator and government matters involving Priceline or its parent Booking Holdings
FTC staff notice (July 2026). Booking Holdings' quarterly report for the period ended June 30, 2026 (filed August 4, 2026) states: "In July 2026, the Federal Trade Commission (the 'FTC') staff informed Priceline that they intend to recommend that the FTC files a complaint against Priceline and a business-to-business affiliate partner of Priceline asserting unfair or deceptive business practices related to disclosures, fees, customer support, and billing practices." It adds that "Priceline does not agree with the FTC's position and remains in discussions to resolve the matter." A staff intention to recommend a complaint is not a filed complaint and not a finding. No FTC complaint against Priceline was identified in the sources checked on October 14, 2026.
Texas Attorney General (announced August 19, 2025). The Texas Attorney General's press release says the office "secured a historic $9.5 million settlement with Booking Holdings Inc." over marketing hotel room prices without mandatory fees, in a lawsuit against "the company, which operates Booking.com, Priceline.com, and Kayak.com". It says the settlement terms "require Booking to disclose any fees added on to a hotel room's price upfront". The release does not name Priceline.com LLC as a separate party. Booking has said it disagrees with the state's characterization and that the settlement contains no admission of wrongdoing; that statement was reported by news outlets and is not on the attorney general's release page.
San Francisco City Attorney (filed July 29, 2026). The City Attorney sued two hotel booking sites, GuestReservations.com and BookOnline.com, and their "hotel room inventory supplier, Booking Holdings", alleging the sites imitate authentic hotels; the release says the suit was filed on behalf of the People of the State of California. The release does not name Priceline. These are allegations; no ruling is reported on the page.
Priceline.com LLC and Booking Holdings: 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. Booking Holdings Inc.'s annual report for 2025 lists Priceline among its brands alongside Booking.com, Agoda, KAYAK and OpenTable, and describes it as "a leader in discount travel reservations, primarily in North America". Booking Holdings is listed on NASDAQ under BKNG, and EDGAR shows it was formerly named priceline.com Inc. and The Priceline Group Inc.
The Priceline.com BBB file shows a business start date of July 30, 1998 and an LLC entity; Priceline's Terms list seller-of-travel registrations in California (CST 2040530-50), Florida (ST-32150), Washington (603-390-829) and Hawaii (TAR 7559), with the note that registration in California "does not constitute the state's approval".
Priceline's products listed on its site include hotels (including Hotel Express Deals), flights, cars, packages, cruises and experiences, and a VIP program. The Terms say the Penny assistant's summaries are "for convenience only" and that the full Terms, the booking confirmation and any supplier terms are the binding terms.
Complaint record: BBB, Trustpilot and the usacomplaints.com archive (as displayed October 14, 2026)
BBB. On the BBB profile for Priceline.com LLC, Norwalk, CT, BBB shows the business as BBB Accredited with an A rating, "6,152 total complaints in the last 3 years" and "1,828 complaints filed in the last 12 months", and "Average of 1,939 Customer Reviews" at 1.12 out of 5. BBB says reviews are not used in the letter grade. The BBB file was opened in 1998 according to its page data.
Trustpilot. Trustpilot shows 2.3 out of 5 from 97,277 reviews for www.priceline.com, with 1,397 reviews in the last 12 months. It says the profile was claimed in April 2014, that the company has no recent history of asking for reviews so reviews "may not be representative", and that it does not fact-check reviews.
usacomplaints.com archive. This site's own archive holds 638 approved complaints about Priceline (priceline.com), submitted between December 1999 and January 2014, which are linked to this page. They are consumer allegations and predate the current Terms. Counts of keyword mentions in those 638 posts: 365 mention a refund or cancellation, 300 mention customer service, 243 mention a flight, airline or ticket, 193 mention name-your-own-price bidding or an Express Deal, 135 mention a hotel star level, location or condition, 96 mention a rental car, and 58 mention a double or unexpected charge (posts can fall in several groups). The BBB, Trustpilot and archive figures are separate sources and are not combined.
Litigation record
Booking Holdings' 2025 annual report (Note 16) describes competition and consumer-protection inquiries mainly involving Booking.com in Europe (for example Spain, Switzerland, France, Greece and Hungary); those matters concern Booking.com and are not Priceline matters. The quarterly report for June 30, 2026 added the FTC staff notice concerning Priceline described under regulator matters.
Consumer cases naming Priceline.com LLC found on October 14, 2026 (details in the cases list on this page): Collins v. Priceline.com LLC, a putative class complaint filed in March 2020 and voluntarily dismissed in federal court; Talker v. Hilton Garden Inn Apopka City Center et al., filed April 2026 and pending; and Delaney v. Booking Holdings Inc. et al., a pro se antitrust complaint filed September 2026. All are allegations by the plaintiffs, and none of the dockets viewed shows a finding of liability. These are the cases found in the sources checked on that date, not a complete search of every court.
Priceline's Terms contain an arbitration clause and class action waiver (section 10.3), which affects how consumers' claims can be brought.
Is Priceline Legitimate?
Priceline.com LLC is the entity named by Priceline's own contact page and Terms as operator of priceline.com, and Booking Holdings Inc. (NASDAQ: BKNG), which files annual and quarterly reports with the SEC, lists Priceline among its brands. BBB shows Priceline.com LLC as BBB Accredited with an A rating, alongside 6,152 complaints in the last three years and a 1.12 out of 5 average customer review score; Trustpilot shows 2.3 out of 5 from 97,277 reviews. Booking Holdings has disclosed that FTC staff informed Priceline in July 2026 of an intention to recommend a complaint, which Priceline disputes. This page gives no rating of its own, and complaints and lawsuits are allegations unless a court or regulator states a finding.
Court & Public Records
| Case | Authority | Dates | Type | Outcome | Source |
|---|---|---|---|---|---|
| Collins v. Priceline.com LLC (putative class action) Docket 2:20-cv-02306 | U.S. District Court, C.D. California | Filed | Filed — no final outcome recorded The complaint, filed March 10, 2020 by Ruth Collins on behalf of a putative California class, alleges that Priceline.com LLC recorded telephone calls with California residents without consent in violation of California Penal Code sections 632 and 632.7. These are the plaintiff's allegations. The docket shows a notice of voluntary dismissal by the plaintiff entered March 13, 2020 (the docket text reads "Dismissal is Without"). A separate docket, 2:20-cv-03495 (C.D. Cal.), records a complaint filed in Los Angeles Superior Court on March 13, 2020 (case 20STCV10231) that Priceline removed and that the court remanded to the state court on April 17, 2020; the later state-court history was not checked. | Source | |
| Talker v. Hilton Garden Inn Apopka City Center et al. Docket 6:26-cv-00771 | U.S. District Court, M.D. Florida | Filed | Filed — no final outcome recorded Pro se plaintiff Albert Talker sued Priceline.com LLC, Hilton Worldwide Holdings Inc. and others. The docket classifies the matter as nature of suit "Other Fraud" with the cause "28 U.S.C. 1332 Diversity-Breach of Contract"; it does not state the underlying facts in the entries viewed. Priceline.com LLC filed a motion to dismiss for failure to state a claim on July 6, 2026 (entry 20); the plaintiff filed a renewed response on September 21, 2026 (entry 45). A case management order of September 9, 2026 sets a jury trial term from April 3, 2028. The docket as retrieved on September 23, 2026 shows no ruling on the motion. This is a pending case, not a class action as far as the docket shows, and no finding has been made. | Source | |
| Delaney v. Booking Holdings Inc. et al. Docket 1:26-cv-01137 | U.S. District Court, D. Delaware | Filed | 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 lists nature of suit "Anti-Trust" and cause "15 U.S.C. 1 Antitrust Litigation" and a jury demand. The entries viewed (retrieved by Justia September 9, 2026) show only the complaint, an application to proceed in forma pauperis and administrative notices; no ruling or finding is shown. These are the plaintiff's allegations. | Source |
Company Relationships
- Owned by: Booking Holdings Inc.
- Affiliated with: Booking.com
- Affiliated with: Agoda
- Affiliated with: KAYAK
- Affiliated with: OpenTable
Frequently Asked Questions
Can I cancel or get a refund on a Priceline Express Deal?
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 Priceline or the supplier may waive restrictions "on an exception basis". Check your itinerary and checkout page for any different term.
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. Booking Holdings Inc. lists Priceline among its brands in its 2025 annual report.
How do I contact Priceline customer service?
Priceline's Help Center at help.priceline.com opens its Penny AI assistant. The corporate contact page's structured data lists 1-877-477-5807 and [email protected] for customer service, and a document-submission page accepts supporting documents for service requests. Phone hours should be confirmed on Priceline's current Contact Us page.
Is my contract with Priceline or with the hotel or airline?
Terms 6.1 say a flight contract is "between you and the relevant flight service Provider", and Terms 6.2 say an accommodation agreement "is between you and the relevant accommodation Supplier"; supplier terms apply, including cancellation and no-show policies.
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 a complaint against Priceline and a business-to-business affiliate partner over disclosures, fees, customer support and billing practices, and that Priceline disagrees. No FTC complaint was identified in the sources checked on October 14, 2026.
Did Texas settle with Booking Holdings over hotel fees?
The Texas Attorney General's August 19, 2025 release says it secured a $9.5 million settlement with Booking Holdings Inc. over hidden mandatory hotel fees, in a lawsuit against the company that operates Booking.com, Priceline.com and Kayak.com. The release does not name Priceline.com LLC as a separate party.
How many BBB complaints does Priceline have?
As displayed on October 14, 2026, BBB's profile for Priceline.com LLC, Norwalk, CT shows 6,152 total complaints in the last 3 years and 1,828 filed in the last 12 months, an A rating, and a 1.12 out of 5 average from 1,939 customer reviews.
Which lawsuits name Priceline.com LLC?
Dockets viewed on October 14, 2026 show Collins v. Priceline.com LLC (C.D. Cal. 2:20-cv-02306, a putative class complaint over alleged call recording, voluntarily dismissed March 2020), Talker v. Hilton Garden Inn Apopka City Center et al. (M.D. Fla. 6:26-cv-00771, filed April 8, 2026, pending) and Delaney v. Booking Holdings Inc. et al. (D. Del. 1:26-cv-01137, pro se antitrust complaint filed September 9, 2026, pending). These are plaintiffs' allegations, not findings.
Can I sue Priceline or must I use arbitration?
Priceline's Terms 10.3 contain an agreement to arbitrate with a class action waiver for U.S. customers, with small claims court as an exception, and Terms 10.3.10 give a right to opt out in writing within 30 days of first becoming subject to the agreement. Terms 10.1 require written notice to [email protected] or the Legal Department in Norwalk first.