SmallBizGenius Analysis
Priceline receives mixed feedback, with many praising helpful customer service agents while others report issues with hidden fees, unreliable car rentals, and difficulty resolving booking errors. While some users have consistently positive experiences with Priceline's competitive pricing, others warn of potential scams and poor customer support when problems arise.
Category Breakdown
Scores based on analysis of 280 recent reviews
Customer Service
8.5/10Many reviewers praise specific Priceline agents (e.g., Darby, Simon, Luis, Harold) for their patience, knowledge, and helpfulness in resolving booking issues and making changes. These agents are often commended for going above and beyond to provide excellent service.
30 reviews mention thisCar Rental Issues
2.0/10A significant number of reviewers report negative experiences with car rentals booked through Priceline, including scams, hidden fees, long shuttle rides to off-airport locations, and being forced to purchase additional insurance. Some reviewers claim the rental companies prioritize non-Priceline customers, leading to denied rentals or significantly increased costs.
18 reviews mention thisUnexpected Charges & Fees
3.0/10Several reviewers complain about unexpected charges and fees added to their bookings, such as extra charges per ticket or hidden service fees. Customers report not being informed about these additional costs until after the booking is complete, leading to frustration and financial loss.
15 reviews mention thisBooking Errors & Cancellations
3.5/10Some reviewers report issues with booking errors made by Priceline's app or website, such as incorrect dates or canceled flights. Customers also describe difficulties in getting refunds or making changes to their reservations, even when covered by trip protection.
12 reviews mention thisPricing & Value
6.0/10While some reviewers find Priceline to offer competitive prices and good deals, others feel the value is diminished by unexpected fees, unreliable services, and poor customer support when issues arise. Some reviewers suggest that the potential savings are not worth the risk of encountering problems.
10 reviews mention thisPros & Cons
What Customers Love
"Darby helped us to reschedule a flight for 3 persons. He was extremely helpful and patient since we had some connection issues. All the information he gave was helpful. He certainly helped us to ease..."
"Priceline was the cheapest price we could find."
"Enola was the best. Easy transaction"
Common Complaints
"Priceline charged me $118.93 PER TICKET! For the 7 passengers I booked an airline ticket for. That is $832.51 for ONE reservation. I had no idea I was being charged this on top of the airline tickets..."
"Nightmare bookings! Car rental at Orlando airport turned were scammers (Priceless car rental was its name), a 20 minute shuttle drive and 2 unsavory employees that lie about costs and increased the P..."
"Priceline totally and completely let me down and took me to the cleaners!!!!.I made one small mistake. I realized it immediately and tried to correct the mistake and they said"sorry, too late" you h..."
"I booked for April 9th through 10th, but the app booked me for April 14th through 15th. The priceline app glitches a lot. They have my money but i have to sleep in my car because they made a mistake. DO NOT USE PRICELINE."
"Priceline is the worst when it comes down to accepting responsibility and accountability when they mess up."
Common Questions About Priceline
Answers derived from customer review patterns
Is Priceline legit and trustworthy?
Priceline is a legitimate online travel agency, but its trustworthiness is questionable based on the reviews. While some customers report positive experiences with competitive pricing and helpful customer service, many others describe negative encounters with hidden fees, unreliable car rentals, and difficulties resolving booking errors. The inconsistency in service and potential for unexpected problems make it a risky choice for some travelers, especially when reliability is paramount.
Based on 45 reviewsDoes Priceline have good customer service?
Priceline's customer service receives mixed reviews. Many customers praise specific agents for their patience, knowledge, and willingness to go the extra mile to assist with bookings and resolve issues. However, other reviewers report poor customer service experiences, particularly when dealing with cancellations, refunds, or problems arising from third-party bookings. The quality of customer service seems to vary significantly depending on the agent and the nature of the issue.
Based on 37 reviewsIs Priceline worth it for small business?
For small businesses, Priceline's value is questionable. While the potential for cost savings is attractive, the risk of encountering booking errors, hidden fees, or unreliable services can outweigh the benefits. Small business owners who require reliable and straightforward travel arrangements may find Priceline too risky, as negative experiences can lead to lost time, added expenses, and frustration. Other travel booking platforms with more consistent service and transparent pricing may be a better option for business travel.
Based on 25 reviewsWhat is Priceline's car rental experience like?
Priceline's car rental experience is a major point of concern for many reviewers. A significant number of customers report negative experiences with car rentals booked through Priceline, including scams, hidden fees, long shuttle rides to off-airport locations, and being forced to purchase additional insurance. Some reviewers claim the rental companies prioritize non-Priceline customers, leading to denied rentals or significantly increased costs upon arrival. These issues make booking car rentals through Priceline a potentially risky endeavor.
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