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CASE STUDY

How Priceline Reduced Issue Resolution from Days to Minutes with Catchpoint

When millions of travelers depend on your digital experience, performance issues aren't an option. Discover how Priceline improved SLA compliance, accelerated root-cause analysis, and built a more proactive observability strategy with LogicMonitor’s Catchpoint.
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COMPANY Priceline
INDUSTRY Travel & Hospitality | E-Commerce
SOLUTIONS ‣Synthetic Monitoring ‣SLA Observability ‣API & DNS Monitoring ‣Proactive Alerting & Webhooks
SUCCESS BY THE METRICS ‣Issue resolution reduced from days to minutes ‣Improved SLA compliance ‣Reduced testing noise
PRODUCTS ‣Proactive issue detection before customer impact ‣Reliable API and DNS performance at global scale ‣Faster root-cause analysis across complex environments ‣Long-term visibility for KPI tracking and performance optimization
Priceline

Launched in 1998, Priceline pioneered the online travel category by pairing negotiation and technology to make smarter savings possible for everyone. Powered by advanced AI and decades of dealmaking expertise, Priceline delivers value and flexibility on one easy-to-use platform. With access to millions of hotels, flights, car rentals, cruises, and vacation packages across 116 countries, Priceline uses a proprietary Priceline Deals Engine to surface top offers from trusted travel brands, while Express Deals® deliver savings of up to 60 percent on hotels – all backed by the company's Best Price Guarantee.

COMPANY Priceline
INDUSTRY Travel & Hospitality | E-Commerce
SOLUTIONS ‣Synthetic Monitoring ‣SLA Observability ‣API & DNS Monitoring ‣Proactive Alerting & Webhooks
SUCCESS BY THE METRICS ‣Issue resolution reduced from days to minutes ‣Improved SLA compliance ‣Reduced testing noise
PRODUCTS ‣Proactive issue detection before customer impact ‣Reliable API and DNS performance at global scale ‣Faster root-cause analysis across complex environments ‣Long-term visibility for KPI tracking and performance optimization
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Priceline: Delivering Reliable Digital Experiences for Global Travelers

Priceline is a leader in the online travel industry and a flagship brand within Booking Holdings, one of the world’s largest travel technology companies. Alongside brands such as Agoda, Booking.com, Kayak, and OpenTable, Priceline helps millions of travelers each year access millions of hotels, flights, rental cars, cruises, and vacation packages across more than 116 countries. At this scale, even minor performance issues can impact customer experiences, bookings, and revenue, making continuous visibility into digital performance essential.

“Ensuring constant customer and partner satisfaction is vital for Priceline,” said Tom Gerhard, technical fellow at Priceline.

Why Priceline Chose Catchpoint and LogicMonitor

Priceline sought a solution that could:

  • Deliver always-on observability across multi step transactions, domain name system (DNS) services, and application programming interfaces (APIs)
  • Identify and isolate the root causes of performance degradation
  • Benchmark performance against industry peers
  • Integrate observability data with existing business systems and workflows

Catchpoint’s analytics have helped us uncover many new opportunities for system and business improvement.

Tom Gerhard Technical Fellow, Priceline

Results: Faster Resolution and Greater Operational Confidence

Catchpoint delivered immediate operational benefits for Priceline.

Previously, identifying and resolving performance issues could take hours or even days. With proactive monitoring and actionable analytics, Priceline can now identify and address potential issues within minutes.

Building a Data-Driven Performance Strategy

For many digital businesses, operational teams can become focused on responding to immediate incidents. Priceline wanted a broader perspective that would support long-term performance improvement and business planning.

By combining continuous testing, advanced analytics, and historical performance data, Priceline can establish meaningful benchmarks, track progress over time, and make more informed operational decisions.

Why This Matters for E-Commerce Organizations

Priceline’s experience demonstrates how modern observability solutions can help e-commerce organizations improve reliability, protect revenue, and deliver better customer experiences.

How Priceline Accelerated Issue Resolution and Improved Reliability

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