Travel, scanned 2026-11-03

priceline.com

67/100
Grade C
pop-up ×5other ×2login wall ×1broken element ×1
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Done

Find a price

The homepage lists sample hotel nightly rates and flight fares in its destination deal sections.
“Excalibur $53; Four Queens Hotel & Casino $50; Flights from Los Angeles to Las Vegas $96”
18.5/20 points in 0 actions, 1.5 lost to friction
pop-up: Chat tooltip 'Thinking about a quick break this weekend, want to plan together?' open on load
Done

Search for something

Hotel search for Chicago from the homepage form opened a Chicago hotel listings page with nightly prices.
“Chicago, IL — A 4-Star Hotel in the Magnificent Mile Area ... $64 Off Per night $75”
18.5/20 points in 4 actions, 1.5 lost to friction
pop-up: Chat tooltip 'Planning a trip today? Want to chat about ideas?' open on load
Done

Start a purchase or sign-up

Searched Chicago hotels, chose a 4-Star Express Deal, booked a One King Bed room and reached the checkout page asking for guest name and card details; stopped there.
“Priceline - Checkout: Chicago, 11/3 - 11/4 — Guest Name, Payment Method: Name on card *, Card number *”
18.5/20 points in 6 actions, 1.5 lost to friction
pop-up: Chat tooltip open on load
Partly

Find a human

Every support link (Help > Contact Us, footer Contact Us, Help > FAQ) opens Penny, an AI chatbot that requires sign-in for booking help; no phone, email or human agent was shown.
“Penny | Priceline's AI Travel Agent — "I can't pull up your booking until you're verified. You have two options: Sign In ... Find My Trips"”
5/20 points in 9 actions, 5 lost to friction
pop-up: Chat tooltip open on load
other: Help menu's 'Travel Support/Contact Us' link opens Penny, an AI chatbot page, with no human contact method shown
login wall: Footer 'Contact Us' opens the Penny AI chatbot, which requires signing in or looking up a trip before it will help
other: Help > Frequently Asked Questions also redirects to the Penny AI chatbot; no FAQ page, phone number, email or human chat is shown
Partly

Find the fine print

The homepage has no Terms or cancellation-policy link, and Help links all led to the AI chatbot; the chatbot's sidebar linked to Terms & Conditions, whose 'Changes & Cancellations' section defers to each supplier's rules without giving a concrete cancellation window.
“Certain bookings may allow changes subject to applicable Supplier Terms and fees. ... We may refund the difference if you find a lower price on the same Channel within 24 hours of booking.”
6/20 points in 7 actions, 4 lost to friction
pop-up: Chat tooltip open on load
broken element: Browser Back does not leave the Penny chatbot page (stays on /penny)