Verified: March 1, 2026 05:58 am ET
Industry: Online Travel Agency (OTA)
Jurisdiction: United States
Primary Regulator: Federal Trade Commission (FTC) & State Attorneys General
Important Safety Warning: Beware of fake customer service numbers on Google. Only use official channels. Scammers frequently buy ads to promote fraudulent phone numbers. Priceline staff will never ask for your account password or PIN.
Level 1: Customer Support (Initial Complaint)
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How to complain: Priceline heavily pushes their automated “Penny” chatbot as the primary contact method at priceline.com/help. However, you can bypass the chatbot and reach live agents using their direct routing numbers:
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General Support (US Bypass): 1-877-477-5807
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Text Support: Text your question to 33296 (US only)
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Source Verification Note: Priceline Help Center (Priceline obscures their direct phone numbers online to encourage chatbot usage).
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Availability: General phone support and live chat agents are available 24/7.
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Timeline: Priceline aims to resolve customer issues during the initial contact. For complex issues or refunds that must be routed through third-party airlines or hotels, expect a resolution timeframe of 7 to 15 business days.
Level 2: Formal Corporate Escalation (Notice of Dispute)
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Who to contact: If standard support is unsuccessful, Priceline’s Terms & Conditions dictate you must send a formal written “Notice of Dispute” to their corporate headquarters: Priceline.com LLC, Attn: Legal Department, 800 Connecticut Avenue, Norwalk, CT 06854.
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Source Verification: Priceline Terms and Conditions (Dispute Resolution)
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Timeline: Once received, Priceline’s legal and customer relations teams have a mandatory 60-day window to investigate and attempt to resolve the dispute informally before you can proceed to arbitration.
Level 3: Regulatory Authority (Government Ombudsman)
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Authority: Federal Trade Commission (FTC) and your State Attorney General. (Note: As an Online Travel Agency, Priceline is not a direct air carrier, meaning the Department of Transportation (DOT) has limited jurisdiction over them unless the issue strictly involves an airline flight rule violation).
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Portal/Contact: File a consumer complaint online via the FTC at reportfraud.ftc.gov or contact your State Attorney General’s consumer protection office.
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Source Verification: FTC Consumer Protection
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Timeline: You can file a complaint at any time after attempting to resolve the issue with Priceline directly. Regulatory agencies will review your complaint to identify patterns of deceptive practices and may mediate on your behalf.
Level 4: Legal Action (Final Step)
- Pre-Litigation: Before pursuing legal action, carefully review the Priceline Terms and Conditions. Priceline strictly enforces a Mandatory Binding Arbitration clause (Section 10) and a Class Action Waiver for all U.S. consumer disputes.
- Court/Arbitration: If the 60-day informal resolution period (Level 2) fails, you may file a lawsuit in Small Claims Court for claims below your state’s limit. If the dispute exceeds small claims limits, you are required to initiate Binding Arbitration through the American Arbitration Association (AAA) as mandated by your user agreement.
- Source Verification: Priceline Terms and Conditions (Arbitration Agreement)
Community Action: Is Priceline still ignoring your complaint? Reply below (do not share your passwords, full account numbers, or PINs), and our community will point you to the right AAA arbitration templates!