Priceline operates an online travel-booking platform that lets users search for and book discounted flights, hotel stays, car rentals, vacation packages, and cruises. It is a U.S.-based online travel agency owned by Booking Holdings Inc.
How to reach a person at Priceline
Priceline Responsiveness rating
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What you need to know about Priceline
Priceline customer service is inconsistent in terms of response times and resolution. We’ve been getting a troubling number of complaints about Priceline here. The problems seem to be the result of overreliance on automation, which leads to hotels with obvious problems or pricing discrepancies. Priceline is slow to address the complaints. Recently, Priceline kept a customer’s money without giving a reason. After one customer booked a rental car, Priceline told her she was too old to rent the vehicle.
- Priceline’s customer service response times can vary depending on the method of contact, the volume of inquiries, and the nature of the issue.
- You can resolve a problem with Priceline with our insider guide or through our executive contacts.
- Here are our frequently asked questions about Priceline.
Company customer service response times
| Phone support | Priceline customer service phone numbers are generally accessible through the help center after sign-in or when viewing an active reservation, rather than being publicly listed on the main site. |
| Email support | Priceline does not provide a direct customer service email address on its website |
| Live chat support | Priceline offers a live chat feature on its website that is available 24/7. |
| Social media | Priceline is active on social media platforms such as Facebook, X, Instagram, YouTube, and LinkedIn. |
| Help center/FAQ | Priceline’s help center/FAQ provides quick answers to common questions regarding bookings, cancellations, refunds, payments, account access, travel credits, itinerary changes, and customer support options. |
How to resolve a problem with Priceline
As far as we know, the executives listed here respond to messages personally. Our guide to booking an airline ticket may also help resolve your consumer complaint if you’re flying.
Note: If you’re having customer service trouble, please use our proven methods for fixing any consumer problem before contacting a manager.
We care about accuracy. If any of the following email addresses bounce back or the phone numbers are incorrect, please report it to us immediately through this form.Priceline mailing address
800 Connecticut Avenue
Norwalk, CT 06854
Priceline loyalty program
Priceline has a loyalty program called Priceline VIP. The tier-based program includes Member, Blue, Gold and Platinum levels, which are earned through completed trips and provide access to discounted rates, select hotel perks and certain promotional offers.
Priceline social media channels
Priceline executive customer service contacts
Primary Contact
Courtney Lamb
Analyst, Customer Care Escalations
800 Connecticut Avenue
Norwalk, CT 06854
courtney.lamb@priceline.com
Secondary Contact
Frank Berumen
Senior Director, Contact Centers
800 Connecticut Avenue
Norwalk, CT 06854
frank.berumen@priceline.com
Chief Executive Officer
Brigit Zimmerman
800 Connecticut Avenue
Norwalk, CT 06854
brigit.zimmerman@priceline.com
Who owns Priceline?
Priceline is a travel site owned by Booking Holdings.
What is Priceline’s customer service email address?
Priceline does not provide a customer service email address.
What are Priceline's customer service hours?
Priceline’s customer service is available 24/7.
Does Priceline offer travel insurance?
Yes, Priceline offers travel insurance through third-party providers. You can add travel insurance to your booking during the checkout process for additional protection against unforeseen events.
How can I provide feedback or file a complaint about my experience with Priceline?
To provide feedback or file a complaint:
- Use the contact form on the Priceline website.
- Utilize social media channels to reach out to Priceline’s support team.
How do I use a promo code on Priceline?
To use a promo code:
- Enter the promo code in the designated field during the checkout process on the Priceline website or app.
- Ensure the code is valid and applicable to your booking.
Priceline booked me through a third-party site — who do I contact?
Multiple customers have reported that Priceline packages route through affiliated services such as Guest Reservations or Booking.com without clear disclosure at checkout. If your confirmation came from a third-party brand, contact Priceline directly via chat at help.priceline.com and reference your Priceline trip number. Priceline is the merchant of record on packages booked through its platform, regardless of which brand appears on the confirmation.
What do I do if the hotel or rental car at check-in doesn't match what I booked through Priceline?
If a property’s condition, category, or room type doesn’t match your Priceline booking, document the discrepancy (photos, written confirmation from hotel staff), then contact Priceline chat immediately while still at the property. Ask for a supervisor escalation. If Priceline doesn’t resolve it on site, follow up in writing to the executive contacts listed on this page. Do not cancel the booking on Priceline’s advice without getting the refund offer confirmed in writing first.
What is an Express Deal on Priceline, and can I cancel or change it?
Express Deals are discounted, opaque bookings where the supplier (hotel, airline, or car rental company) is not revealed until after payment. These bookings are non-refundable and non-transferable, and changes are not allowed. The terms are shown before checkout, including the non-refundable policy, so it is important to review them before completing a purchase. If there is an issue with an Express Deal, you will need to contact Priceline via chat, since the hotel or car company cannot modify a reservation that is managed by Priceline.
What should I do if Priceline's car rental deposit information doesn't match what the rental company charges?
Priceline sometimes displays deposit or insurance information that doesn’t reflect the rental company’s current requirements. If the rental counter quotes a significantly different deposit than what Priceline showed, photograph the Priceline confirmation and get the discrepancy in writing from the rental company. Then file a complaint via chat or with Priceline’s executive contacts.
Priceline paid the hotel, but the hotel says it never received payment — what do I do?
This happens occasionally with hotel bookings and can result in guests being turned away at check-in. If you’re at the property and the hotel says it has no record of payment, contact Priceline chat immediately and ask for written confirmation of payment to show the front desk. If you’re denied a room, document everything, book alternative accommodation, and send a formal complaint to the executive contacts listed on this page with receipts attached. Priceline is the merchant and is responsible for ensuring payment reaches the supplier.
How do I escalate a complaint if Priceline's chat agents can't resolve my issue?
If chat support isn’t resolving your problem, contact the executive escalation team using the addresses on this page. Write a brief, factual summary of your booking, what went wrong, and what resolution you’re seeking. Include your trip confirmation number and any relevant documentation. Give Priceline 2 – 3 business days to respond before escalating further.
How to get professional help with your Priceline problem
If you need help with Priceline, you can contact our advocacy team or just click the "Get Help" button. For immediate assistance, you can also send us a message on our Facebook group. Note: We do not charge for our advocacy.
Get HelpDISCLAIMER: The names, numbers and email addresses on this page are provided for informational purposes and are believed to be reliable. However, they should in no way be construed as a guarantee of their accuracy by Elliott.org. Company executives change their email addresses and phone numbers frequently to avoid contact with customers.
If an email address bounces or a phone number is wrong, please report it to us immediately through this form.
