{"id":"priceline","page":"https://escalate.alexgaoth.com/#/c/priceline","html":"https://escalate.alexgaoth.com/c/priceline/","generated":"2026-10-15","company":{"id":"priceline","name":"Priceline","aliases":["priceline.com","priceline com llc","priceline penny"],"sector":"travel_agency","parent":"Booking Holdings Inc.","website":"https://www.priceline.com","account_url":"https://www.priceline.com/penny","regulators":["us-dot","ftc"],"notes":"priceline.com LLC runs Priceline. Help for existing trips starts with Penny, Priceline's AI assistant, which can modify itineraries, check refund status and connect to live agents (help.priceline.com redirects there). Express Deals are non-refundable. Values come from priceline.com pages as shown in official-domain search results; priceline.com returned HTTP 403 to direct fetches.","channels":[{"id":"customer-service-phone","type":"phone","label":"Priceline customer service (United States and Canada)","value":"+1-877-477-5807","purposes":["flight_cancellation","refund_request","reservation_problem"],"source":"https://www.priceline.com/partner/corporate-contact-information","last_verified":"2026-10-12"},{"id":"customer-service-email","type":"email","label":"Priceline customer service email","value":"customer.service@priceline.com","purposes":["flight_cancellation","refund_request","reservation_problem","poor_service"],"source":"https://www.priceline.com/partner/corporate-contact-information","last_verified":"2026-10-12"},{"id":"penny","type":"chat","label":"Penny (AI assistant; modify trips, check refund status, connect to a live agent)","value":"https://www.priceline.com/penny","purposes":["flight_cancellation","refund_request","reservation_problem"],"source":"https://help.priceline.com/contact-us-ByPSCAA9o","last_verified":"2026-10-12"},{"id":"notice-of-dispute-mail","type":"mail","label":"Notice of Dispute and arbitration opt-out (certified mail)","value":"Legal Department, priceline.com LLC, 800 Connecticut Avenue, Norwalk, CT 06854","purposes":["refund_request","flight_cancellation"],"notes":"Describe the claim and the specific relief sought. Priceline has 60 days to resolve it before arbitration.","source":"https://www.priceline.com/static-pages/terms_en.html","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"written_complaint","channel":"customer-service-email"},{"rung":"regulator","regulator":"us-dot","note":"For air tickets bought through Priceline."},{"rung":"payment_dispute"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"arbitration","channel":"notice-of-dispute-mail","note":"Notice of Dispute, 60 days, then AAA arbitration; small claims court is allowed."}],"playbooks":[{"issue":"flight_cancellation","summary":"Ask Priceline for the refund owed when the airline cancels; Express Deals and Cancellation Coverage have their own limits.","evidence":["Priceline trip number","airline confirmation code","ticket number","airline cancellation notice"],"steps":[{"do":"Ask Penny or customer service for a refund to the original payment method for the cancelled flight.","channel":"penny"},{"do":"If needed, contact the airline directly; Priceline's help center lists airline contacts."},{"do":"Put the request in writing by email with the airline's notice.","channel":"customer-service-email"},{"do":"If the refund is not paid, file a complaint with the U.S. DOT and dispute the charge with your card issuer.","regulator":"us-dot"}],"facts":[{"kind":"policy","claim":"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.","issues":["flight_cancellation","refund_request"],"source":"https://www.priceline.com/static-pages/cancel-anytime.html","last_verified":"2026-10-12"}]},{"issue":"refund_request","summary":"Express Deals cannot be cancelled or refunded; other bookings follow the provider's rules.","evidence":["trip number","booking type (Express Deal or standard)","confirmation email","cancellation confirmation"],"steps":[{"do":"Check whether the booking is an Express Deal; those are non-refundable."},{"do":"For other bookings, cancel and check refund status with Penny, or call customer service.","channel":"penny"},{"do":"If unresolved, email customer service, then send a Notice of Dispute or dispute the charge with your card issuer.","channel":"customer-service-email"}],"facts":[{"kind":"policy","claim":"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.","issues":["refund_request","flight_cancellation"],"source":"https://www.priceline.com/static-pages/terms_en.html","last_verified":"2026-10-12"}]},{"issue":"reservation_problem","summary":"Contact the provider on the spot, then Priceline, then write.","evidence":["trip number","photos","receipts for replacement travel or lodging"],"steps":[{"do":"Ask the hotel, airline or car company on the spot for an equal alternative."},{"do":"Call Priceline customer service while the problem is happening.","channel":"customer-service-phone"},{"do":"Afterwards email a refund request with receipts.","channel":"customer-service-email"}]}],"facts":[{"kind":"policy","claim":"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":"https://www.priceline.com/static-pages/terms_en.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"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":"https://www.priceline.com/static-pages/terms_en.html","last_verified":"2026-10-12"}],"known_blockers":["priceline.com returns HTTP 403 to automated fetches; the help center redirects to the Penny assistant.","Opting out of arbitration stops further purchases on the site until Priceline says otherwise."],"official_domains":["priceline.com"]},"playbooks":{"flight_cancellation":{"company":{"id":"priceline","name":"Priceline","sector":"travel_agency","website":"https://www.priceline.com","account_url":"https://www.priceline.com/penny"},"issue":{"id":"flight_cancellation","name":"Flight cancelled or significantly changed"},"playbook_source":"company","summary":"Ask Priceline for the refund owed when the airline cancels; Express Deals and Cancellation Coverage have their own limits.","evidence":["Priceline trip number","airline confirmation code","ticket number","airline cancellation notice"],"steps":[{"do":"Ask Penny or customer service for a refund to the original payment method for the cancelled flight.","channel":{"id":"penny","type":"chat","label":"Penny (AI assistant; modify trips, check refund status, connect to a live agent)","value":"https://www.priceline.com/penny","purposes":["flight_cancellation","refund_request","reservation_problem"],"source":"https://help.priceline.com/contact-us-ByPSCAA9o","last_verified":"2026-10-12"}},{"do":"If needed, contact the airline directly; Priceline's help center lists airline contacts."},{"do":"Put the request in writing by email with the airline's notice.","channel":{"id":"customer-service-email","type":"email","label":"Priceline customer service email","value":"customer.service@priceline.com","purposes":["flight_cancellation","refund_request","reservation_problem","poor_service"],"source":"https://www.priceline.com/partner/corporate-contact-information","last_verified":"2026-10-12"}},{"do":"If the refund is not paid, file a complaint with the U.S. DOT and dispute the charge with your card issuer.","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Priceline customer service (United States and Canada)","value":"+1-877-477-5807","purposes":["flight_cancellation","refund_request","reservation_problem"],"source":"https://www.priceline.com/partner/corporate-contact-information","last_verified":"2026-10-12"},{"id":"customer-service-email","type":"email","label":"Priceline customer service email","value":"customer.service@priceline.com","purposes":["flight_cancellation","refund_request","reservation_problem","poor_service"],"source":"https://www.priceline.com/partner/corporate-contact-information","last_verified":"2026-10-12"},{"id":"penny","type":"chat","label":"Penny (AI assistant; modify trips, check refund status, connect to a live agent)","value":"https://www.priceline.com/penny","purposes":["flight_cancellation","refund_request","reservation_problem"],"source":"https://help.priceline.com/contact-us-ByPSCAA9o","last_verified":"2026-10-12"},{"id":"notice-of-dispute-mail","type":"mail","label":"Notice of Dispute and arbitration opt-out (certified mail)","value":"Legal Department, priceline.com LLC, 800 Connecticut Avenue, Norwalk, CT 06854","purposes":["refund_request","flight_cancellation"],"notes":"Describe the claim and the specific relief sought. Priceline has 60 days to resolve it before arbitration.","source":"https://www.priceline.com/static-pages/terms_en.html","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"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.","issues":["flight_cancellation","refund_request"],"source":"https://www.priceline.com/static-pages/cancel-anytime.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"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":"https://www.priceline.com/static-pages/terms_en.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"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":"https://www.priceline.com/static-pages/terms_en.html","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"dot-refunds-rule","title":"DOT automatic refund rule for airline tickets and ancillary fees (2024)","citation":"14 CFR part 260 and 14 CFR part 262 (89 FR 32760, April 26, 2024; amended 89 FR 65534, August 12, 2024)","jurisdiction":"us-federal","status":"in_effect","summary":"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":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260","last_verified":"2026-10-12","points_omitted":5,"points":[{"kind":"policy","claim":"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.","issues":["flight_cancellation"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.2","last_verified":"2026-10-12"},{"kind":"policy","claim":"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.","issues":["flight_cancellation","flight_delay","accessibility"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.2","last_verified":"2026-10-12"},{"kind":"policy","claim":"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.","issues":["flight_cancellation","flight_delay","refund_request"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.6","last_verified":"2026-10-12"},{"kind":"deadline","claim":"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.","issues":["flight_cancellation","refund_request","ancillary_fee_refund"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.2","last_verified":"2026-10-12"},{"kind":"policy","claim":"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.","issues":["travel_credit","flight_cancellation"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.6","last_verified":"2026-10-12"},{"kind":"policy","claim":"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.","issues":["flight_cancellation"],"source":"https://www.federalregister.gov/documents/2026/07/07/2026-13675/airline-refunds-and-other-consumer-protections","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Priceline customer service (United States and Canada)","value":"+1-877-477-5807","purposes":["flight_cancellation","refund_request","reservation_problem"],"source":"https://www.priceline.com/partner/corporate-contact-information","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"customer-service-email","type":"email","label":"Priceline customer service email","value":"customer.service@priceline.com","purposes":["flight_cancellation","refund_request","reservation_problem","poor_service"],"source":"https://www.priceline.com/partner/corporate-contact-information","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","note":"For air tickets bought through Priceline.","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}},{"index":3,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"arbitration","note":"Notice of Dispute, 60 days, then AAA arbitration; small claims court is allowed.","channel":{"id":"notice-of-dispute-mail","type":"mail","label":"Notice of Dispute and arbitration opt-out (certified mail)","value":"Legal Department, priceline.com LLC, 800 Connecticut Avenue, Norwalk, CT 06854","purposes":["refund_request","flight_cancellation"],"notes":"Describe the claim and the specific relief sought. Priceline has 60 days to resolve it before arbitration.","source":"https://www.priceline.com/static-pages/terms_en.html","last_verified":"2026-10-12"}}],"known_blockers":["priceline.com returns HTTP 403 to automated fetches; the help center redirects to the Penny assistant.","Opting out of arbitration stops further purchases on the site until Priceline says otherwise."],"security":{"official_domains":["priceline.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"B","primary_share":1.0,"sources":{"primary":8},"verified_from":{"page":8},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade B (good: mostly official pages; check the flagged values before relying on them). 100% of 8 sources are the organization's own pages or government sites; only 8 sourced values, so the entry is thin.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"priceline.com LLC runs Priceline. Help for existing trips starts with Penny, Priceline's AI assistant, which can modify itineraries, check refund status and connect to live agents (help.priceline.com redirects there). Express Deals are non-refundable. Values come from priceline.com pages as shown in official-domain search results; priceline.com returned HTTP 403 to direct fetches.","warnings":[]},"refund_request":{"company":{"id":"priceline","name":"Priceline","sector":"travel_agency","website":"https://www.priceline.com","account_url":"https://www.priceline.com/penny"},"issue":{"id":"refund_request","name":"Refund request"},"playbook_source":"company","summary":"Express Deals cannot be cancelled or refunded; other bookings follow the provider's rules.","evidence":["trip number","booking type (Express Deal or standard)","confirmation email","cancellation confirmation"],"steps":[{"do":"Check whether the booking is an Express Deal; those are non-refundable."},{"do":"For other bookings, cancel and check refund status with Penny, or call customer service.","channel":{"id":"penny","type":"chat","label":"Penny (AI assistant; modify trips, check refund status, connect to a live agent)","value":"https://www.priceline.com/penny","purposes":["flight_cancellation","refund_request","reservation_problem"],"source":"https://help.priceline.com/contact-us-ByPSCAA9o","last_verified":"2026-10-12"}},{"do":"If unresolved, email customer service, then send a Notice of Dispute or dispute the charge with your card issuer.","channel":{"id":"customer-service-email","type":"email","label":"Priceline customer service email","value":"customer.service@priceline.com","purposes":["flight_cancellation","refund_request","reservation_problem","poor_service"],"source":"https://www.priceline.com/partner/corporate-contact-information","last_verified":"2026-10-12"}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Priceline customer service (United States and Canada)","value":"+1-877-477-5807","purposes":["flight_cancellation","refund_request","reservation_problem"],"source":"https://www.priceline.com/partner/corporate-contact-information","last_verified":"2026-10-12"},{"id":"customer-service-email","type":"email","label":"Priceline customer service email","value":"customer.service@priceline.com","purposes":["flight_cancellation","refund_request","reservation_problem","poor_service"],"source":"https://www.priceline.com/partner/corporate-contact-information","last_verified":"2026-10-12"},{"id":"penny","type":"chat","label":"Penny (AI assistant; modify trips, check refund status, connect to a live agent)","value":"https://www.priceline.com/penny","purposes":["flight_cancellation","refund_request","reservation_problem"],"source":"https://help.priceline.com/contact-us-ByPSCAA9o","last_verified":"2026-10-12"},{"id":"notice-of-dispute-mail","type":"mail","label":"Notice of Dispute and arbitration opt-out (certified mail)","value":"Legal Department, priceline.com LLC, 800 Connecticut Avenue, Norwalk, CT 06854","purposes":["refund_request","flight_cancellation"],"notes":"Describe the claim and the specific relief sought. Priceline has 60 days to resolve it before arbitration.","source":"https://www.priceline.com/static-pages/terms_en.html","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"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.","issues":["refund_request","flight_cancellation"],"source":"https://www.priceline.com/static-pages/terms_en.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"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":"https://www.priceline.com/static-pages/terms_en.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"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":"https://www.priceline.com/static-pages/terms_en.html","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"dot-refunds-rule","title":"DOT automatic refund rule for airline tickets and ancillary fees (2024)","citation":"14 CFR part 260 and 14 CFR part 262 (89 FR 32760, April 26, 2024; amended 89 FR 65534, August 12, 2024)","jurisdiction":"us-federal","status":"in_effect","summary":"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":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260","last_verified":"2026-10-12","points_omitted":8,"points":[{"kind":"policy","claim":"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.","issues":["flight_cancellation","flight_delay","refund_request"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.6","last_verified":"2026-10-12"},{"kind":"deadline","claim":"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.","issues":["flight_cancellation","refund_request","ancillary_fee_refund"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.2","last_verified":"2026-10-12"},{"kind":"policy","claim":"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.","issues":["refund_request"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.10","last_verified":"2026-10-12"}]},{"id":"ftc-junk-fees-rule","title":"FTC Rule on Unfair or Deceptive Fees (live-event tickets and short-term lodging)","citation":"16 CFR part 464 (90 FR 2066, January 10, 2025)","jurisdiction":"us-federal","status":"in_effect","summary":"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":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464","last_verified":"2026-10-12","points_omitted":5,"points":[{"kind":"policy","claim":"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.","issues":["billing_error","refund_request"],"source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464/section-464.3","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Priceline customer service (United States and Canada)","value":"+1-877-477-5807","purposes":["flight_cancellation","refund_request","reservation_problem"],"source":"https://www.priceline.com/partner/corporate-contact-information","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"customer-service-email","type":"email","label":"Priceline customer service email","value":"customer.service@priceline.com","purposes":["flight_cancellation","refund_request","reservation_problem","poor_service"],"source":"https://www.priceline.com/partner/corporate-contact-information","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","note":"For air tickets bought through Priceline.","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}},{"index":3,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"arbitration","note":"Notice of Dispute, 60 days, then AAA arbitration; small claims court is allowed.","channel":{"id":"notice-of-dispute-mail","type":"mail","label":"Notice of Dispute and arbitration opt-out (certified mail)","value":"Legal Department, priceline.com LLC, 800 Connecticut Avenue, Norwalk, CT 06854","purposes":["refund_request","flight_cancellation"],"notes":"Describe the claim and the specific relief sought. Priceline has 60 days to resolve it before arbitration.","source":"https://www.priceline.com/static-pages/terms_en.html","last_verified":"2026-10-12"}}],"known_blockers":["priceline.com returns HTTP 403 to automated fetches; the help center redirects to the Penny assistant.","Opting out of arbitration stops further purchases on the site until Priceline says otherwise."],"security":{"official_domains":["priceline.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"B","primary_share":1.0,"sources":{"primary":8},"verified_from":{"page":8},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade B (good: mostly official pages; check the flagged values before relying on them). 100% of 8 sources are the organization's own pages or government sites; only 8 sourced values, so the entry is thin.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"priceline.com LLC runs Priceline. Help for existing trips starts with Penny, Priceline's AI assistant, which can modify itineraries, check refund status and connect to live agents (help.priceline.com redirects there). Express Deals are non-refundable. Values come from priceline.com pages as shown in official-domain search results; priceline.com returned HTTP 403 to direct fetches.","warnings":[]},"reservation_problem":{"company":{"id":"priceline","name":"Priceline","sector":"travel_agency","website":"https://www.priceline.com","account_url":"https://www.priceline.com/penny"},"issue":{"id":"reservation_problem","name":"Reservation not honored"},"playbook_source":"company","summary":"Contact the provider on the spot, then Priceline, then write.","evidence":["trip number","photos","receipts for replacement travel or lodging"],"steps":[{"do":"Ask the hotel, airline or car company on the spot for an equal alternative."},{"do":"Call Priceline customer service while the problem is happening.","channel":{"id":"customer-service-phone","type":"phone","label":"Priceline customer service (United States and Canada)","value":"+1-877-477-5807","purposes":["flight_cancellation","refund_request","reservation_problem"],"source":"https://www.priceline.com/partner/corporate-contact-information","last_verified":"2026-10-12"}},{"do":"Afterwards email a refund request with receipts.","channel":{"id":"customer-service-email","type":"email","label":"Priceline customer service email","value":"customer.service@priceline.com","purposes":["flight_cancellation","refund_request","reservation_problem","poor_service"],"source":"https://www.priceline.com/partner/corporate-contact-information","last_verified":"2026-10-12"}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Priceline customer service (United States and Canada)","value":"+1-877-477-5807","purposes":["flight_cancellation","refund_request","reservation_problem"],"source":"https://www.priceline.com/partner/corporate-contact-information","last_verified":"2026-10-12"},{"id":"customer-service-email","type":"email","label":"Priceline customer service email","value":"customer.service@priceline.com","purposes":["flight_cancellation","refund_request","reservation_problem","poor_service"],"source":"https://www.priceline.com/partner/corporate-contact-information","last_verified":"2026-10-12"},{"id":"penny","type":"chat","label":"Penny (AI assistant; modify trips, check refund status, connect to a live agent)","value":"https://www.priceline.com/penny","purposes":["flight_cancellation","refund_request","reservation_problem"],"source":"https://help.priceline.com/contact-us-ByPSCAA9o","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"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":"https://www.priceline.com/static-pages/terms_en.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"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":"https://www.priceline.com/static-pages/terms_en.html","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"ftc-junk-fees-rule","title":"FTC Rule on Unfair or Deceptive Fees (live-event tickets and short-term lodging)","citation":"16 CFR part 464 (90 FR 2066, January 10, 2025)","jurisdiction":"us-federal","status":"in_effect","summary":"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":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464","last_verified":"2026-10-12","points_omitted":3,"points":[{"kind":"policy","claim":"The rule covers live-event tickets and short-term lodging, including temporary sleeping accommodations at a hotel, motel or inn.","issues":["billing_error","reservation_problem"],"source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464/section-464.1","last_verified":"2026-10-12"},{"kind":"policy","claim":"A business that offers, displays or advertises a price for a covered good or service must disclose the total price more prominently than any other pricing information.","issues":["billing_error","reservation_problem"],"source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464/section-464.2","last_verified":"2026-10-12"},{"kind":"policy","claim":"The FTC's compliance guide says the rule applies to any business that offers, displays or advertises live-event tickets or short-term lodging, including third-party platforms, resellers and travel agents.","issues":["billing_error","reservation_problem"],"source":"https://www.ftc.gov/business-guidance/resources/rule-unfair-or-deceptive-fees-frequently-asked-questions","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Priceline customer service (United States and Canada)","value":"+1-877-477-5807","purposes":["flight_cancellation","refund_request","reservation_problem"],"source":"https://www.priceline.com/partner/corporate-contact-information","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"customer-service-email","type":"email","label":"Priceline customer service email","value":"customer.service@priceline.com","purposes":["flight_cancellation","refund_request","reservation_problem","poor_service"],"source":"https://www.priceline.com/partner/corporate-contact-information","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","note":"For air tickets bought through Priceline.","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}},{"index":3,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"arbitration","note":"Notice of Dispute, 60 days, then AAA arbitration; small claims court is allowed.","channel":{"id":"notice-of-dispute-mail","type":"mail","label":"Notice of Dispute and arbitration opt-out (certified mail)","value":"Legal Department, priceline.com LLC, 800 Connecticut Avenue, Norwalk, CT 06854","purposes":["refund_request","flight_cancellation"],"notes":"Describe the claim and the specific relief sought. Priceline has 60 days to resolve it before arbitration.","source":"https://www.priceline.com/static-pages/terms_en.html","last_verified":"2026-10-12"}}],"known_blockers":["priceline.com returns HTTP 403 to automated fetches; the help center redirects to the Penny assistant.","Opting out of arbitration stops further purchases on the site until Priceline says otherwise."],"security":{"official_domains":["priceline.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"B","primary_share":1.0,"sources":{"primary":8},"verified_from":{"page":8},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade B (good: mostly official pages; check the flagged values before relying on them). 100% of 8 sources are the organization's own pages or government sites; only 8 sourced values, so the entry is thin.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"priceline.com LLC runs Priceline. Help for existing trips starts with Penny, Priceline's AI assistant, which can modify itineraries, check refund status and connect to live agents (help.priceline.com redirects there). Express Deals are non-refundable. Values come from priceline.com pages as shown in official-domain search results; priceline.com returned HTTP 403 to direct fetches.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Priceline customer service (United States and Canada)","value":"+1-877-477-5807","purposes":["flight_cancellation","refund_request","reservation_problem"],"source":"https://www.priceline.com/partner/corporate-contact-information","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"customer-service-email","type":"email","label":"Priceline customer service email","value":"customer.service@priceline.com","purposes":["flight_cancellation","refund_request","reservation_problem","poor_service"],"source":"https://www.priceline.com/partner/corporate-contact-information","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","note":"For air tickets bought through Priceline.","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}},{"index":3,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"arbitration","note":"Notice of Dispute, 60 days, then AAA arbitration; small claims court is allowed.","channel":{"id":"notice-of-dispute-mail","type":"mail","label":"Notice of Dispute and arbitration opt-out (certified mail)","value":"Legal Department, priceline.com LLC, 800 Connecticut Avenue, Norwalk, CT 06854","purposes":["refund_request","flight_cancellation"],"notes":"Describe the claim and the specific relief sought. Priceline has 60 days to resolve it before arbitration.","source":"https://www.priceline.com/static-pages/terms_en.html","last_verified":"2026-10-12"}}],"security":{"official_domains":["priceline.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"B","primary_share":1.0,"sources":{"primary":8},"verified_from":{"page":8},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade B (good: mostly official pages; check the flagged values before relying on them). 100% of 8 sources are the organization's own pages or government sites; only 8 sourced values, so the entry is thin.","dossier_last_verified":null},"dossier":null,"guide":{"key":"travel_agency","title":"Online travel agencies — how complaints work","last_verified":"2026-10-12","file":"guides/travel_agency.md","page":"https://escalate.alexgaoth.com/#/guides/travel_agency"}}