Priceline: flight cancelled or significantly changed

Collect

• Priceline trip number
• airline confirmation code
• ticket number
• airline cancellation notice

Steps

1. Ask Penny or customer service for a refund to the original payment method for the cancelled flight.

   ChatPenny (AI assistant; modify trips, check refund status, connect to a live agent)

2. If needed, contact the airline directly; Priceline's help center lists airline contacts.

3. Put the request in writing by email with the airline's notice.

   EmailPriceline customer service email customer.service@priceline.com

4. If the refund is not paid, file a complaint with the U.S. DOT and dispute the charge with your card issuer.

   RegulatorU.S. Department of Transportation, Office of Aviation Consumer Protection +1-800-778-4838

More contacts for this issue

Facts you can cite

• Policy

  Priceline's optional Cancellation Coverage must be bought at booking; the trip must be cancelled on the Priceline website at least 24 hours before the first departure, the coverage cost is non-refundable, and airline-initiated cancellations are not covered by it.

  Source: priceline.com, verified 2026-10-12

• Policy

  Priceline's terms require AAA arbitration with a class action waiver after a Notice of Dispute and 60 days; small claims court is allowed, and claims must be brought within two (2) years.

  Source: priceline.com, verified 2026-10-12

• Deadline

  You can reject arbitration by certified mail to the notice address within 30 days of purchase or before using the purchased services, whichever comes first.

  Source: priceline.com, verified 2026-10-12

Rules in force

• DOT automatic refund rule for airline tickets and ancillary fees (2024)
  14 CFR part 260 and 14 CFR part 262 (89 FR 32760, April 26, 2024; amended 89 FR 65534, August 12, 2024)

  Airlines operating to, from or within the U.S. must give a full cash refund (to the original form of payment) when they cancel or significantly change a flight and the passenger does not accept the alternative. Refunds are due within 7 business days (credit card) or 20 calendar days (other payment). Airlines must also refund checked bag fees for significantly delayed bags and fees for paid extras that were not provided. Until July 7, 2027, DOT does not enforce the rule in one narrow case: a flight that is only renumbered, with no significant change or delay.

  Source: ecfr.gov, verified 2026-10-12

  6 citable points

  • Policy

    A "cancelled flight" is a covered flight that was published in the carrier's Computer Reservation System at the time of the ticket sale but not operated by the carrier.

    Source: ecfr.gov, verified 2026-10-12

  • Policy

    A "significantly delayed or changed flight" is one where, because of the carrier's change, the passenger departs 3 or more hours earlier or arrives 3 or more hours later (domestic itineraries), or 6 or more hours earlier or later (international itineraries); departs from or arrives at a different airport; has more connection points; or is downgraded to a lower class of service. For a passenger with a disability, a change of connecting airport or a substitute aircraft without a needed accessibility feature also counts.

    Source: ecfr.gov, verified 2026-10-12

  • Policy

    The merchant-of-record carrier must refund the airfare, including taxes and ancillary fees, to a passenger with a nonrefundable ticket whose flight is cancelled or significantly delayed or changed, if the passenger does not fly the changed flight or accept rebooking and does not accept a voucher or other compensation. The refund is automatic when the flight is cancelled and no alternative is offered, when the passenger rejects the alternative, or when the passenger does not respond to the offer before the flight departs.

    Source: ecfr.gov, verified 2026-10-12

  • Deadline

    A "prompt refund" is made within 7 business days after the earliest date the refund was requested for credit card purchases, and within 20 calendar days for cash, check, debit card or other purchases.

    Source: ecfr.gov, verified 2026-10-12

  • Policy

    A carrier may offer a voucher or credit instead of a refund only if the offer states the passenger's right to a full refund, and the voucher stays valid for at least five years from the date it is issued.

    Source: ecfr.gov, verified 2026-10-12

  • Policy

    Until July 7, 2027, DOT will not enforce the cancellation refund and notice requirements when a flight is only given a different flight number, the passenger is rebooked on the renumbered flight, and that flight operates without a significant change or delay. If a renumbered flight is significantly changed or delayed, the refund requirements remain fully enforceable.

    Source: federalregister.gov, verified 2026-10-12

If that fails, escalate

Go up one step at a time. Keep the reference numbers and dates from each contact.

1. Customer service

   PhonePriceline customer service (United States and Canada) +1-877-477-5807

2. Written complaint

   EmailPriceline customer service email customer.service@priceline.com

3. Federal regulator

   RegulatorU.S. Department of Transportation, Office of Aviation Consumer Protection +1-800-778-4838

   For air tickets bought through Priceline.

4. Card or bank dispute

   Fair Credit Billing Act billing-error and purchase-dispute rights (Regulation Z)

   Electronic Fund Transfer Act error resolution and unauthorized-transfer liability (Regulation E)

5. State agency

   Your state’s attorney general. Find it in the list of state agencies (also as JSON: states/<code>.json, for example states/ny.json).

6. Arbitration

   MailNotice of Dispute and arbitration opt-out (certified mail) Legal Department, priceline.com LLC, 800 Connecticut Avenue, Norwalk, CT 06854

   Notice of Dispute, 60 days, then AAA arbitration; small claims court is allowed.

Watch out

Related

• Flight cancelled or significantly changed at other companies
• Online travel agencies — how complaints work
• Priceline: refund request
• Priceline: reservation not honored