Report: #829526

Complaint Review: Priceline

  • Submitted: Fri, January 27, 2012
  • Updated: Thu, June 21, 2012
  • Reported By: bugado24 — Scottsbluff Nebraska United States of America
  • Priceline
    800 Connecticut Aveenue
    Norwalk, Connecticut
    United States of America
  • Phone: 203-299-8000
  • Web:
  • Category: Airlines

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I needed to change my airline resorvation.  We were leaving on Feb 2nd out of Denver Co going to Honolulu.  I need to change our outobund flight from 7:00 am to 9:00 AM .  A two hour difference on the same day.  The price of the airfare for either flight was the same.  I called Prieline to change the tiimes.  I was told that there would be a fee of $30 per person change fee with priceline.  They also told me that Delta would be charging us 150.00 change fee and that the money goes directly to Delta.  When I complained about the fee the said that they have no control over the fee as it was totally Delta's doing. She said she did realize this was alot of money and was a ridiculous price to pay for a simple plane change.   I had no choice but to pay the fee's and change my flight.

So getting very upset I decided to email Priceline and ask them about this again.  Once again they told me it was Delta's fee and that the money goes directly to them.  So I decided to call Delta.  I told the lady my story and she said it was totally false.  She told me since I used a travel agent , that they buy up blocks of seats from them and what they charge after that is totally up to priceline and that they would have never charged me a fee to change my flight.  I said so the extra $300.00 dollars I got charged is not going to you?  she said "no".  We will not get any of that fee charged to you.  If Priceline told you we are charging you this they are lying to you.  So I called Priceline once again, and there again I get the same story.  I then ask to speak to the manager.  After going round and round for hours, and talking to 5 to 6 different people on several different phone calls, I said to the lady" who is getting the 300.00 dollars that you are charging me.  she then said "go look on your credit card bill and you will see that Delta is charging you this.  So I got my charge card bill and guess what it is from PRICELINE.  They are the ones charging me the $300.00 dollars no Delta and  how many other people have they SCAMED out of this kind of money.  They can't charge you that and then blame it on the airlines that is FRAUD.  After telling the lady they charged it to me she did not want to talk to me anymore.  I have two different emails from prieline that states the charges are being charged from Delta and not them.  When it is clearly from Priceline.  Somebody please stop them from doing this to us.  Expedia had the same fee thing happen and they were sued for millions and lost there battle.  Please make Priceline be accountable for there actions.  I am going to try to contact Lisa Gillingham form Priceline to see what she has to say.  More run around I am sure.

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This report was posted on Ripoff Report on 01/27/2012 08:21 AM and is a permanent record located here: The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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#1 Consumer Comment

Priceline IS a rippoff

AUTHOR: Bella - (United States of America)

I agree with you.  But my "trip" ended up costing me much more than your experience.  I was just told flat out that I couldn't change my flight, that I would have to (and DID have too) purchase another ticket.  Priceline also refuses to refund the unused days on the rental car.  I also filed a ripoff report and I also received some of the same self-righteous comments as you did.  Obviously these people  have little else to do than look for people who have had terrible experiences with these companies and try and make us feel stupid.  Either that or these companies hire these lackies to "defend their honor" as if they had any.  I wish you luck in getting a resolution with Priceline.  They are a very bad business.  I do encourage people to stay far away from them & I will continue to do so.
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#2 Consumer Comment

Of Course

AUTHOR: Robert - (U.S.A.)

You cannot charge a fee and say it goes to Delta when you are keeping the money
- You have proof that they are keeping this money don't you.? Oh and it better be more that your statement that says Priceline, and some employee who told you they would NEVER charge this fee.

I also wonder how you explain how you believe that the employee who "told" you they don't charges a fee overrides what is in writing as posted from Delta's own web site. 

Priceline has thousands of compliants on the BBB.  Whats that tell you.
- Absolutely NOTHING in regards to your situation.
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#3 Author of original report

Yes this is fraud

AUTHOR: bugado24 - (United States of America)

You cannot charge a fee and say it goes to Delta when you are keeping the money.  That is just not right.  If they would be saying that is our change fee that would be different but they are not.  The manager I talked to told me to look at my charge card and see that I was billed through Delta, so I did and it was  billed through Priceline .  Priceline has thousands of compliants on the BBB.  Whats that tell you.
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#4 Consumer Comment

No fraud

AUTHOR: Ashley - (U.S.A.)

not sure who you talked to at delta, but they most definately charge a fee for changing your flight on a non-refundable ticket from priceline:

" Change Fees
Based on the fare rules, you may have to pay a service fee and/or a difference in fare. For travel within the 50 United States, the fee is $150 for Delta flights.
For travel outside the United States, the change fee is typically $250, but can vary based on location and type of fare. Changes are usually permitted only to the return portion of an international itinerary.
External Tickets
An additional charge applies if you would like us to change a ticket that we didn't issue. This charge applies to any ticket issued in the United States or Canada by anyone other than us, such as:

A traditional travel agency.
An online travel agency.
Another airline, including SkyTeam and codeshare partners.
The external ticket handling charge does not apply to:

Tickets originally issued by usReservation Sales, ticket office, or
Involuntary changes like cancellations, delays, or schedule changes.
Tickets issued with military or government fares.
Customers completing a SkyMiles upgrade.
Same-day Confirmed Travel. "

So delta does charge $150 for a flight change and they do tell you that there will be an additional fee if the ticket was not bought directly from them. of course your credit card would reflect the charge being to priceline, that's who charged you the money. They then pay delta, delta never had your credit card information and I"m sure you would have been pissed if priceline gave them your credit card information.  You can read delta's ticket regulations here:

Also when you purchased your tickets from priceline you agreed to their terms and condition which state:

" Itinerary Changes/Cancellations/Refunds: Air travel itinerary changes, if permitted by the fare, may have a change fee charged by the airline typically ranging between $100 and $250 USD per ticket that will vary by market, carrier and specific fare rule. In addition, any changes to your itinerary will incur a $30 USD per ticket Priceline change or cancellation fee.  "

So you also agreed to pay for this when you purchased the ticket. No ripoff here, you agreed to the terms when you purchased the ticket and the fees are easily found on both companies websites.
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#5 Consumer Comment

Someone is not telling the truth

AUTHOR: Robert - (U.S.A.)

And it does not seem to be Priceline.

So I decided to call Delta.  I told the lady my story and she said it was totally false.  She told me since I used a travel agent , that they buy up blocks of seats from them and what they charge after that is totally up to priceline and that they would have never charged me a fee to change my flight.

Either you are not telling the entire story or the Delta Representative is lying to you.  It doesn't matter where you buy your tickets from, but if they are a "discounted fare" and not "full fare" most airlines are going to charge a "change fee" and that fee can be anywhere from $50-$200+ dollars.  I think there are still one or two that don't and I do not believe that Delta is one of them.

If you could get around the "change fees" by just booking through Priceline or any other travel agency no one would ever buy a full fare ticket again.

Now I will say that because you went through Priceline they did what is standard with the fees.  Where if you had contacted Delta directly perhaps the statement the Delta person made was correct because of the 2 hour difference and they would have waived the fee in that case, but had you tried to change it to a different day the response from Delta would have been different.
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