Priceline: refund request

Collect

• trip number
• booking type (Express Deal or standard)
• confirmation email
• cancellation confirmation

Steps

1. Check whether the booking is an Express Deal; those are non-refundable.

2. For other bookings, cancel and check refund status with Penny, or call customer service.

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

3. If unresolved, email customer service, then send a Notice of Dispute or dispute the charge with your card issuer.

   EmailPriceline customer service email customer.service@priceline.com

More contacts for this issue

Facts you can cite

• Policy

  Priceline's terms say Express Deals flight reservations are non-cancelable, non-refundable, non-changeable and non-transferable, and the payment method is charged whether or not the booking is used.

  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

  3 citable points

  • 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

    Refunds must be issued promptly in the original form of payment unless the consumer agrees to a cash equivalent, and the carrier may not keep a processing fee for a refund that is due.

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

• FTC Rule on Unfair or Deceptive Fees (live-event tickets and short-term lodging)
  16 CFR part 464 (90 FR 2066, January 10, 2025)

  Since May 12, 2025, any business that offers, displays or advertises a price for live-event tickets or short-term lodging (for example hotels, motels and inns) must show the total price, including all mandatory fees, more prominently than other pricing information. Only government charges, shipping and optional add-ons may be left out, and those must be disclosed before the consumer pays. Misrepresenting any fee is prohibited.

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

  1 citable point

  • Policy

    A business may not misrepresent the nature, purpose, amount or refundability of any fee, or the identity of the good or service the fee is charged for.

    Source: ecfr.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

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