Trip.com

Booked a hotel for Feb 23 but for some reason the app was set on Feb 24, for the next day. I immediately tried to log out the app as the payment was being processed but I was too late. Chatted with an agent and asked if I can change the booking from Feb 24 to Feb 23, not cancel it mind you, just move it up a day. She said she would "neogitiate" with the hotel. 10 mins later she said they refused. I said TRY AGAIN. She tried again but said it cant be done, but this time she changed her stroy claiming it's because trip.com has a no modification policy and she copy and pasted it for me. How rude. And, she lied. If that's the reason then why did she first try to negotiate for me with the hotel? What a waste of my money. I will file a dispute with my bank, citibank US over this. Note, that 1-1/2 years ago trip.com DID modify a booking for me. That's why I keep using the site. Never again
UPDATE: ATrip.com rep responsed to my post on Feb 22 and its now March 7. They said in response to my post that they would reach out to me but they never did. It's a lie to just make their company look good. I noticed they said the same thing to others here that complained and I'm willing to bet they never reached out to them also.

I booked a flight to Thailand with trip.com I wanted to stay and extra 4 days, so 7 days before my original return flight I contacted trip.com on live chat to be told I would be given a refund of £548 on my original flight and my new return ticket would be £570.So I agreed and paid the £570. So 13 days later still no refund so I call them to be told I wasn't due a refund, this was after 2 emails stating my refund has been authorised and should be in my bank within 10 days. I also have a screen shot of the live chat before I booked my new flight stating I was getting a refund of £548. I have so much evidence against this corrupt company it's unbelievable. At one stage I was told they had lost my chat logs, "another lie". Trip.com then rang me at 12oclock at night while I was sleeping 3 nights ago trying to offer me a 15 dollar refund, I then told them I am going legal as this is a scam. They then emailed me the next day to say they would give me 50 dollars. I emailed them back to tell them to stop contacting me as the financial ombudsman is now looking at this case along with my bank and my solicitor. All this for a £548 refund. Also on the phone I asked the man I was speaking to what country he was in he said the Philippines!

Stay clear of this company they are scammmers and will suck every penny out of you!

Absolutely horrible support and unacceptable way to handle refunds. With extenuating circumstances due to the COVID-19 outbreak, many airlines such as United have waived change fees and cancellation fees. Being unable to travel due to the risk of being quarantined, my work will not allow me to take my trip to Japan. FURTHERMORE, the flight was altered and per Trip.com's own policy, they offer free cancellation or modification from the original flight. When I try to do this through the app or website, it doesn't work and gives me an error. I contacted customer support and they give me the runaround. I have been trying to cancel since February 28 (it is now March 10th and my flight is on March 13th).

I spoke to United about getting a refund which they were happy to do, but since I booked through Trip.com, ultimately the refund is on them. United tells me to to contact trip with my refund confirmation code. I provide the emails to Trip.com and they tell me to to contact the airline. Deceitful practices. I sent them the confirmation from United and Trip.com still tells me there is no refund policy for this and will not issue one.

STAY FAR AWAY. Terrible business practices and customer service is the slowest thing I've dealt with. Their emails are filled with grammatical mistakes and copy paste answers. They simply don't care about what circumstances are happening (even when their site says they are offering flexible cancellation and change policies). I would rather pay $500 more to book directly with the airline than with these scam artists.

I was redirected to Trip.com from Skyscanner when I was looking for flights from the UK to Italy. Unfortunately for the date I needed to flight, I had to have a stopover in Spain for my inbound. Their website was misleading as it did calculate the self transfer time of 45 minutes from the time of landing to the time of the next takeoff, not taking into consideration that it takes a while before they open the airplane doors; you are transferred to the airport, you go through security and then you proceed to gate and board. Obviously, even if you are Usain Bolt, you could never make it, mainly because the time is not calculated while you are already in the airport and it does not depend on you but on airport staff. Trip.com did bot help at all, they were quite jaded, not really caring, saying Thank You several times without really meaning it. No accountability. No credibility. Not really taking the responsibility for a misleading ad and not really investigating if the time for self transfer was sufficient (it wasn't- as a matter of fact).

Avoid this firm. Terribile experience.

DON'T! THEY STEAL YOUR MONEY!
If I could give 0 stars, I would. I highly discourage you to use them! They are unprofessional and STEAL your money. We cancelled our tickets mid March for already disproportional administration fees. After being left with the refund amount which would just about cover the price of one ticket we have not seen ANY MONEY. Since months we have been following up with emails and were told that the approved refund would take 10 days, 14 days, 30 days, 90 days, more days and more days. Then, after almost 3 months it turned into "we are waiting for the refund from the Airline" only to receive after almost 4 months an email refusing to refund a regularly cancelled ticket and leaving us to figure out directly with the AIRLINE (!) with whom we have no direct contract and no claim or anything. So now we are left with no refund and, to demonstrate what degree of SCAM we are talking here, not even a voucher. Just an email pretending that they can't authorize the refund (of an already successfully cancelled and authorized refund request!). This is just to show you that they are UTTERLY not trustworthy. Other users on this site have been saying that the Airlines have told them that Trip.com had been refunded already but they are obviously not passing the money on to their clients but sending dubious emails refusing to pay. It seems this platform is cashing in from the Airlines and not passing on your refund. They steal your money! They are not trustworthy. Don't use them!

Went to Skyscammer, meant to say Skyscanner, and booked a DEL-KTM-DEL flight on Trip.com in January 2023. Why Trip.com? Well Trip appears first on Skyscammer and there is a reason. Trip owns Skyscammer.

Received an email from *******@trip.com that day with this text, among others:
"Your tickets are on their way to you
Dear …,
Thank you for choosing Trip.com. Payment for your flight has been received."
I never received airline tickets.

Payment was done with Klarna. Stay away from them as well.

A week later I changed the date of the return flight. Received confirmation but the date was still the old one.

When no ticket had been sent by end of January 2023, I contacted Trip with a request for a refund. Then it got interesting.

I received an email from Trip at 10:21 AM (!) on Jan. 30,2023. This corresponds to 02:51 PM India Time or 14:51. The departure of the plane from DEL was at 07:10 in the morning! The date of the return flight was still wrong!

A few minutes earlier at 10:07 AM, I received information for the first time that these are e-tickets. They never had mentioned e-tickets before. I would never have agreed to e-tickets.

At DIY Travel Guides they suggest to get in touch with Skyscanner to resolve the issue. You can plain forget it because all you get is the run around. A complete waste of time. Remember, they are owned by Trip.com.

Trip.com refuses the give the name of the managing director and email address.

I recently got stuck in Germany due to getting Covid. Upon testing positive I tried to cancel my flight that was 7 days away. It was a circus trying to talk to their call Center team. I was asked for documentation over and over, despite their having it on file. I tried unsuccessfully to rebook my flights back to Canada for a later date. We would find a flight and they would send a payment link that expired in 30 minutes. The links did not work (you can't pay for rebooking on regular site). The time would expire and they would tell me I had to wait 6 to 24 hours for a new link. This happened four times. No one that answered the phones seemed to know how to handle anything off the "script". It was unbelievably frustrating. I had to book a flight home and booked straight from airline. Trip.com told me they applied for a refund with airlines for cancelled flights, later sending me email that it was denied. I purchased the extra travel insurance on these tickets. I asked how to proceed with the claim and they were not helpful at all, telling me it was a third party insurer and they had nothing to do with it. It was purchased by checking a box on their site buying the tickets. I will update as to outcome. Trip.com is a circus and a headache. If you have any issue they are not equipped and/or unwilling to help. Go somewhere else!
I am out a significant amount of money.

"FRAUD COMPANY"
This is my life's biggest mistake to book the ticket this with fraud company. I booked the flight ticket and need to cancel the ticket within 24 hrs as this I was facing severe back pain. I asked them to cancel the ticket and they asked me to submit the medical certificate, in this worst condition I went to doctor to get the medical certificate as they said without the document we cannot refund the amount. When I submitted the document, i got the email to wait for 24 hrs for the refund. I called them after the time period, now again they asked me to wait for 72 hours and it still keep adding the hours hours to get the refund, at the end after all this nuisance, they said now you are only eligible for voluntary refund, they charged me $1544 for the cancellation fees, and the whole team was very rude at all the time. Now its like I am not able to look after myself and need to pass through all this stress, I feel like I am a beggar and begging for my own money.
I never recommend to book any service with this fraud company.

The absolute worst!
Booked a return flight with them and the airline unfortunately cancelled the flight due to the Omicron Variant. Then i decide to change my dates now since flights had resumed and they are charging me $370 (on a $600 ticket) as change fee for something that was beyond my control!
I then asked for a refund and they said they can only refund me $85!
I contacted the airline directly and they explained that with Covid-19 cancelled flight customers can change their dates free of charge since it is beyond their control. So why does Trip.com require me to pay almost 60% of my original flight price just to change the dates! Rubbish!
Their reason was i didn't cancel my flight and I indicated that how could I cancel a flight that was already cancelled! By the airline! Due to Covid-19! Which is beyond anyones control!
Such unethical people who try to take advantage of clients. I am not the only one with complaints about Trip.com so best believe when I say SAVE YOUR MONEY AND DONT BOOK WITH TRIP.COM.
I still have not gotten a refund and I am still being forced to pay a change fee.
I may end up losing my entire amount at this point!
DO NOT BOOK WITH TRIP.COM!

I book a flight from Cairo to Colombo using trip.com. While traveling abroad, Trip.com sent me an email informing my flight is canceled and i have to find alternative route by myself. After doing so and approximately 17 hours later, trip.com sent me an email again saying my flight is reinstated! I requested for a refund due to trip.com horrible mistake but was brushed away by humiliating reply (give you trip coins).

Below is my chronology of event
30.1.2024,2.08am-Receive flight cancellation email from trip.com. In the Trip.com app, it mentioned i am allow to cancel and get a full refund for my flight ticket. I did just that.
30.1.2024,9.08pm-Receive email from trip.com saying my flight is reinstated and as a token of 'apology' for the mistake, i am offered 1500 trip coin equivalent to USD13! I am ordered to take the flight.

Trip.com you are inhumane and definitely do not know the right code of business practice. You cover up your staff mistake and have no thoughts of hardship and cost encountered running around in a country abroad looking for alternative flights. Your 1500 trip coin add more salt to the pain your customer have went through.

I have screenshots all the emailed from trip.com as proof and advice all air travelers to avoid buying flight tickets from trip.com. They want you to swallow mistake that they made and definitely unapologetic.

Stranded Overseas
Booking Number: *******5128

I booked a flight from Shanghai to Bangkok for departure on March 11th leaving Shanghai at 8:45 am. I arrived at the airport at 6:20 am and at 7:50 am all passengers waiting in line at the check-in counter were told that our flight had been canceled. I contacted trip.com to inquire about how to get a refund for the two flights I booked via their website. I was told that I would not receive a refund because it shows in their systems that the flight was not canceled. After an hour of going back and forward with the rep, she said she would apply for a refund with the airlines. I receive an e-mail the next day saying that Ctrip is sorry to inform me but my refund was rejected by the airline. I called after I received the e-mail and was told by the rep that the flight showed that it arrived in Bangkok and was not canceled. I told the lady I have pictures and videos to prove that the flight was canceled. She said I needed to contact the airline to get documentation showing that our flight was canceled. As I stated to her I did not book with the airline directly I booked with trip.com. I asked her to please call the airport and confirm with the airline that the flight was canceled. She placed me on hold for maybe two minutes return to the line and said no one is answering. Trip.com website states that if a flight is canceled due to the virus we are entitled to a refund. I'm not sure why Trip.com is refusing to give me back my money for a flight that the airline canceled the day of departure.

Called the customer service for a date change for a flight from Rome to Amsterdam and the customer service told me they were going to send me an e-mail regarding the fees for the change.

I NEVER RECEIVED AN E-MAIL.

I tried to accept their offer in the app, but the trip.com app did not work either. I was obliged to just buy the ticket myself, AGAIN FROM TRIP.COM, and ask for a refund afterwards.

However, I did not get a reimbursement of my flight, which I was obliged to buy because trip.com never send me an e-mail (even though they promised me). Moreover, in their app it said that there were only 3 tickets left. Once I was in the plane, I saw that more than 10 seats were empty in the plane.

TRIP.COM LIES ABOUT THE LAST SEATS LEFT IN THE PLANE IN ORDER TO FORCE YOU TO BUY A TICKET QUICKLY. AND THEY FORCE YOU TO JUST BUY ANOTHER TICKET YOURSELF. THEN SAY THEY WILL FIX THE ISSUE WITH A REIMBOURSEMENT BUT NEVER GET BACK TO YOU.

I advice everyone to NEVER EVER book from trip.com AGAIN.

Our flight to Beijing from Shanghai was cancelled, Ctrip informed us less than 24hours before the flight was due. I'm currently trying to get a compensation fee for the hotel and train ticket we had to book last minute due to this (we needed to be in Beijing to fly back home to Australia!) and had to contact a family member back home to do so (Coincidentally the Ctrip website AND mobile app weren't accessible at that time). Here is an email that they sent me when I asked them to assist with contacting the chinese airlines (Juneyao) to organise the compensation: Regarding your flight reservation from Shanghai-Beijing(Order No. *******299) we regret to inform you that we are unable to apply the compensation, please let your Chinese friend to apply for it, We are looking forward to hearing from you.

Side note, they refunded me for a tour that was cancelled. All they did was contact the supplier and I received the funds straight away. And now, for a flight, they're asking me to get a Chinese friend to help... I have never been so stressed in my entire life. Literally.

They are scam people, canceling flights without any notice and when you talk to them they telling you its not their responsibility for those flights and leaving you without any option to refund or to change.
DO NOT BOOK WITH THEM

Worst customer service I have ever experienced. This is the first bad review I have ever taken the effort to write but my experience has been so bad that I feel obligated to warn others.
I booked two long haul flights with Trip.com in February 2023. There were a number of issues with the tickets, one of which is that they had a technical glitch on their end which caused one of the two passenger's flights to be unconfirmed. I have been chasing them for over a month to reissue the ticket. I have called >20times, spent countless hours on the phone and been told time after time that I would receive a call back or an update within 24-48hours and then heard nothing. I have been told countless times that my case has been escalated to an 'urgent priority' but that seemingly means nothing. They will give me no information on whether the matter has been progressed, I just get told to sit and wait for an email. This evening alone (05/07/23) I have been on the phone with them for almost 1.5hours trying to get in touch with the Supervisor who is seemingly avoiding speaking to me. I am flying in less than a month and this is causing me no end of stress. I just want an update. Absolutely appalling treatment, I will not be booking through them again

Please NEVER book a flight with this agency. My nightmare started when i tried to do the checkin online for my flight, I found that they put my first name as last name and my last name as first name. I called the airline but they told me that I couldn't change it myself and that the only way to do it has to be made throw intermediary agency (trip.com). At first I contacted Trip.com and they told me to send my dni, that my case was urgent and to wait for an response asap. Their reply didn't arrive and I called about 500 times in 24 hours and finally they sent me an email 5 hours before the flight departs, saying that they could not guarantee that they will fix it on time and that they recommended me to buy another flight or go to the airport well in advance to change it at check-in. Desperate, I called the airline because I already saw myself at home alone at Christmas, and fortunately they decided to change the name on my tickets by explaining my urgent situation, even I was not the intermediary agent. It took them 10 minutes to do it over the phone! I do not understand the management and the complex process that Trip.com said that it was immersed to resolve my case. Let me doubt it!
Today after four days I receive an email from them, I thought it would be an apology but no. They surprise me even more, it was a dry email, saying that they had been investigating that the person who put the names backwards was me. Well, Trip.com team is not about finding guilty, it is about solving problems for your customers. That's my advice for the future, maybe you'll do a little better!

I foolishly booked a flight with trip.com and I'm regretting even using this company.
My first flight was cancelled due to Covid, so they informed me that they have to wait for the money from the airline before they can refund me. This was 4 weeks ago. Since then I made the mistake of believing I would get refunded, and I booked another flight trying to leave China. This flight was cancelled yesterday, I was due to fly out in a couple of days. The representative at trip.com told me I could change the dates to the 5th May 2022, which I accepted. I then received an email saying that the flight couldn't be changed to that date, and it could only me changed 3 days before of after the original flight date. That is impossible because there are no flights on these dates, they are all cancelled. So now the whole itinerary has had to be cancelled. Trip.com have also told me that I may not get a refund and if I do, it might be in the form of vouchers. This is not acceptable and I am going to seek legal advice. The bottom line is that they will gladly take your money, but will try their damned hardest not to refund you. Stay clear of this company at all costs.
I have all the conversations on video and I will be allowing my friend to upload them onto his YouTube channel once legal advice has been given.
I can not reiterate this enough... Do not use this company EVER!

We booked a Hotel, the Ramada Plaza in Melaka in Malaysia. We booked this hotel because it had a fabulous Swimming Pool. Through the day we use the Pool and relax on the loungers. On check in we were told the Swimming Pool was closed for the duration of our stay for maintenance. We found ourselves walking the streets through the day, nothing much else to do. We contacted Trip.com and explained. They kept telling me that we should have some understanding'! We should have some understanding? We'd booked a Hotel for facilities we couldn't use. Had we have been informed prior to our arrival we would have booked alternate accommodation. Nobody even bothered to contact us. We complained by Email and we were told the Manager would be in touch with us. Him or her never did get in touch. Trip.com are just not willing to accept liability. They have on numerous occasions stated they'll get back to us as a matter of urgency, we are still waiting. My advice is don't use this Company, there are many alternatives around.

We booked a trip from LAX to Kuala Lumpur through trip.com. They sold us the tickets that violated the Japan airport regulation due to long layover at Narita airport (Japan Gov. Will not allow you to stay over night at the airport for the the next day connection due to the covid pandemic).
We contacted trip.com and tried to resolve the issue. We even offered to pay the differences if they can find us a different route, and flexible date, because we want this trip so bad! However, it took us two days and the issue did not resolve. We then asked for the refund and of course they did not refund us. We ended up have to call our bank to dispute the charge, and hope this will get our refund. The customer service, they seem to try very hard to help us, but the company is not helpful, and keep selling the same route. So please be careful when booking with trip.com.
The bottom line is that we wanted to use the merchandise, but the trip.com sold us an unusable merchandise, and it seems like the company does not take the responsible for it.