Priceline.com review: Extremely dissatisfied

I am submitting this review to formally document my extreme dissatisfaction with Priceline’s handling of my recent issue. Due to a verified medical condition, I was unable to take my scheduled trip. Despite clearly communicating this multiple times, Priceline repeatedly dismissed my situation and insisted that my tickets were non‑refundable, offering no alternatives whatsoever—no partial refund, no travel credit, no discount, and no attempt to provide even the smallest level of accommodation.
Over the past week, I have contacted Priceline five separate times seeking a reasonable resolution. Every conversation resulted in the same scripted and unhelpful response, with no meaningful effort to actually review my case or escalate it. I requested a supervisor call‑back, which was never honored. This lack of follow‑through is completely unacceptable for a company of Priceline’s size and reputation.
To make matters worse, I purchased travel protection, which should have supported claims related to medical cancellations. Instead, Priceline canceled the protection without my authorization, leaving me unable to file a claim of any kind. As a result, I am now out over $1,200, and neither Priceline nor the vendor is willing to accept responsibility. Priceline directs me to the vendor, and the vendor directs me back to Priceline, creating a circular and entirely unproductive process.
The lack of empathy, transparency, and basic customer support especially during a medical emergency is deeply troubling. This situation demonstrates a clear disregard for customers and a failure to uphold even minimal standards of service.
I am requesting that the BBB review Priceline’s handling of cases like mine and hold the company accountable for its refusal to provide assistance, honor purchased protections, or engage in good‑faith customer service practices. Customers deserve honesty, support, and fair treatment, and I urge the BBB to take appropriate action to address these issues.