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Trip.comReviews 1,372

3.1

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From the business

Trip.com is a rapidly growing international one-stop travel service provider, available in 24 languages across 39 countries and regions in 35 local currencies. Trip.com has an extensive hotel and flight network consisting of more than 1.7 million hotels in 220 countries and regions and over 2 million individual flight routes connecting more than 5,000 cities around the globe.
Trip.com's world-class 24/7 multilingual customer support, as well as additional centres in Edinburgh, Tokyo and Seoul, help to 'create the best travel experience' for its millions of customers worldwide.


trip.com
Founded in 1999
Singapore, Singapore
+316
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Trip.com Reviews Summary

Trip.com has a rating of 3.1 stars from 1,372 reviews, indicating that most customers are generally satisfied with their purchases. Reviewers satisfied with Trip.com most frequently mention confirmation number, duty manager and good experience. Trip.com ranks 16th among Hotels sites.

service
647
value
585
returns
464
quality
526
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Malaysia
1 review
1 helpful vote
Follow Peisee S.
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Don't try this
October 26, 2017

The bad service ever i had for online hotel booking!
I had made a hotel booking on 19 Oct 2017 and it charged to my credit card on the same day. Then i received an email about my booking was done and i have to activate my account. After that i never get an confirmation of email from Ctrip. So i checked back my Ctrip account and it shows my booking is processing before it becomes confirmed. So i think they will inform me what is the problem before my guest will check in on 26 Oct 2017. But they never inform me any until my guest is there at the reception! I called up Ctrip and the service staff told me that the room type that i booked was not available and she will help me to find another room now or another hotel. How stupid is that! And will refund me the payment within 15 days. Means they charged me without any notice that the room is available or not! I swear i will not book with Ctrip anymore..

Date of experience: October 26, 2017
New York
1 review
1 helpful vote
Follow Ken L.
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CTrip is one of the JetStar's travel agents, when I booked my flight from SkyScanner.
Made a god-honest mistake in typing my name. Wanted to request for them to make a change, CTrip requested for a penalty of 50% of the flight tickets. Bloody ridiculous!

Date of experience: October 25, 2017
San Marino
3 reviews
6 helpful votes
Follow Paolo-Ugo B.
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Ctrip is a China-based booking site. I booked a 4-leg Finnair flight Milan to Beijing via Helsinki with them. The ticket price was possibly the lower available at the time on any platform. Near the end of the booking process they added RMB¥160.00 to the overall price as a flight insurance add-on, covering just the time I was to be on flight (some 24 hours all in all). I couldn't find no way to avoid it, but I was like, Ok, that's not that much. Actually, if you consider that air transportation is very safe compared to any other travel means, the money you're gonna pay (some US$24, one dollar per hour) is a bit too much. But in case of disaster, they say they'd pay back your legal heir RMB¥4,200,000.00 (some US$650,000.00), which is not bad to console your partner on your departure. This said, after completing the process, I was sent an email with the insurance contract enclosed. Only, it covered just one leg of the four, less than three hours Helsinki to Milan. On top of that, it seemed that it covered a different flight from mine. So I tried to contact them. The chat was unavailable and the contact form very poor, but in the end I was able to get all of my four insurance e-contracts at the end of the day. They sent them enclosed in a totally blank email, no Excuse me, no Thank you, no Respects. Maybe they're very busy. So I was left with the timetable problem, without the pleasure of them helping me. And here's what I've found: the insured flights look different from the ones you've booked because the times of departure and arrival are all based on the Beijing meridian. Now my question is, is this case of making you pay for four flight legs, and then forgetting about covering three out of four of them a casual error of an overworking clerk, or do they at Ctrip (actually the insurance agency is called TK.cn) regularly do business like that? Oh, and in case there's some disagreement with them, remember that the governing law is the People's Republic of China. So good luck!

Date of experience: September 10, 2017
Viet Nam
1 review
3 helpful votes
Follow Maria A.
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Please be aware of these thieves and scammers. They sold me a ticket that wasn't valid because my name was incomplete due to their website not allowing long names. We tried and tried and we were told by a very ridiculous manager named Caroline that it is just not possible to sell tickets for people with longer names. What!? Bizarre and absurd. I am amazed by their lack of accountability. We are disputing the charge with our bank but you should know where you get yourself into if you book with these scammers.

Date of experience: July 29, 2017
Hong Kong
1 review
3 helpful votes
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I booked a hotel online with Ctrip, and found that I have to keep updating the booking date since it refresh back to default date (the date you view their page) when you try to look at a new package or hotel. At last, I confirmed the hotel package, updated the date and input personal info and pay. At the end, the email confirmation show I booked the hotel on the defualt date, which I only realised a few days later. The date has past, they charged me no show, and unwilling to refund or help me to change the date.
There was no alert, no hotel call (hotel claimed Ctrip didn't provide customer phone no.), nothing. I paid $3000 HKD for nothing!
Horrible system, horrible service and I will not use Ctrip ever again.

Date of experience: July 27, 2017
Missouri
1 review
0 helpful votes
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Ctrip messy up my account information and cause a mistake when I book a airplane ticket. Which cause me lost of money. And then They delete my account information and say that is not their business. Very bad company. Never use it

Date of experience: July 3, 2017
Hong Kong
3 reviews
3 helpful votes
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We booked a flight from Hong Kong to Atlanta through Ctrip on 4/14/2017 on American Airlines. We checked in and were given our boarding pass. When we were boarding, the staff informed us that our ticket is not valid. American Airlines personnel said that they were not honoring tickets issued through Ctrip. American Airlines claimed that Ctrip is allowing fraudulent bookings through their sites. They called Ctrip and asked to refund our money. The Ctrip customer service agent said that the booking is valid and wouldn't refund our money. American Airlines confiscated our boarding pass. We were stuck with no tickets and no refund. Ctrip didn't take any responsibility for any issues that developed. American Airlines personnel told us that we can buy tickets to Atlanta for full price. We didn't agree to buy them. Our original flight departed and we were at the boarding gate for three hours. Neither CTrip or American would take responsibility. The American Airlines manager finally called security and four men came. We thought that we would be dragged out of the airport. We kept our calm and the security guards were friendly. Finally CTrip promised us a refund. We bought tickets and waited for our flight. Grateful we weren't forced to leave but still didn't know what the original issue or problem was.

Date of experience: April 14, 2017
GB
1 review
1 helpful vote
Follow YASMINA H.
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BEYOND TERRIBLE CUSTOMER SERVICE.
Booked a flight to Seoul from Shanghai. Instead of landing at 8 pm, the plane landed close to 11 making me miss an important business meeting I was meant to be attending in the first place. On the way back, over 2 hour delay as-well. No warning from Ctrip. Ended up wasting a whole weekend, a ton of money and never made it to the business meeting. When I confronted Ctrip about it and asked for some type of compensation for their incompetence, I got given a bunch of excuses and got hung up on. Basically you pay for a service that you never receive. Absolute bullocks!

Date of experience: April 9, 2017
China
1 review
0 helpful votes
Follow E P.
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STAY AWAY from them!
November 17, 2016

Attention my friends in China!

I know it's important for you to go home and visit family and friends.

However good the deals may look on Ctrip, do NOT book with them! I made this mistake and I don't want to you to.

I booked an expensive ticket back to the US. Because of the way their website is (too busy and not clear) the name that ended up on the airline ticket was my last name followed by my first name. I've been on the phone with them for the past 2 weeks trying to rectify this problem and all I get is "sorry" or just blankly that they don't want to help. They just keep stressing that it's not their fault, that their is no refund and that that I might have difficulties checking in. There is no guarantee that I'll be able to use this ticket.

Their customer service is nonexistent, they take your money and then don't care who you are. They are thieves.

Take my advice, book directly with the airline. It may be a bit more expensive but it's safer. Booking with Ctrip is NOT safe. They are all excuses and no help! They keep telling you that they value you as a customer. Don't believe them. They don't care about you. They just care about your money.

Good luck and remember KEEP AWAY from Ctrip!

Thanks!

Date of experience: November 17, 2016
Virginia
1 review
0 helpful votes
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Avoid CTrip!
March 24, 2016

If you need a cheap flight in China ask a Chinese friend to help you book a flight. This site is 4 times more expensive than a non 'laowai' site. Ie a site aimed at 'foreigner prices'. For example my tix cost $1630 RMB. My student bought me a tix for $400RMB for the same trip
Secondly they have a refund policy that they do not honour. I needed to cancel a flight. I phoned them to cancel. The service was good and helpful. But I received no confirmation Email so I contacted them again and received an email telling me that I fit the criteria for a refund. This was all over nearly two months ago. I have contacted the company several times in the interim to ask about it. I received an email telling me my refund had been processed which it had not been. Then they blamed my Australian bank (Mastercard Platnium) for the delay. So they simply don't give you your money back. I have since lodged a complaint with my Australian bank to make these (insert expletive) cough up the money. And I'm telling all to stay away

Date of experience: March 24, 2016
India
1 review
3 helpful votes
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Case*******. I made a booking through them in macau and faced a lot of problem as the room wasnt booked for me. I prepaid the room booking and faced a lot of problems still. I complained ctrip and the compensation offered to me was very meagre. I will never book through ctrip again

Date of experience: December 28, 2015
Bangladesh
9 reviews
56 helpful votes
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If you search for any accomodations worldwide with good prices, here you are right in place.
Sometimes I am sitting in the lounge of an overpriced hotel, using their WiFI, find that Hotel there, for half of the price I just got offered, What to say more.
Just Fantastic

Date of experience: October 24, 2015
Bangladesh
14 reviews
126 helpful votes
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Excellent service
October 24, 2015

I stayed at this hotel with my families for three days. The hotel was very neat and clean. All the hotel's staffs were helpful and cooperative. They manged our travel according to our program. The food was so delicious. We enjoyed a lot.

Date of experience: October 24, 2015
GB
3 reviews
3 helpful votes
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Waste of Time
October 21, 2015

I have literally booked over 100 flights in the last six years using multiple online sites, this is the worst service I have ever received. I booked a flight around 3 pm in the afternoon UK time, went through all the normal credit card information.

They tried to call and email me at 1:00 AM in the morning (when I was asleep) asking for a photo of paper based verification, then cancelled the transaction at 6:00 AM in the morning then woke me up at 6 AM with a call from an unintelligible sales rep and terrible international phone line to tell me this!

I don't think they understand time differences and they don't really have the ability to take international payments, so unless you have a Chinese Credit Card, I'd avoid.

Date of experience: October 21, 2015
China
1 review
0 helpful votes
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Nice
October 13, 2015

At the very begining, i was wondering whether it's reliable to book on Ctrip but after purchasing two air tickets and 6 rooms in Beijing, i confirmed they are wonderful. The website is somehow different style from other online agency, however, the instruction is really helpful indicating me how to fill in information and save money by C-money.

Date of experience: October 13, 2015
Hong Kong
1 review
0 helpful votes
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We booked 6 returned flights for Hong Kong - Xiamen (Xiamen Airlines). Because of typhoon, after failed attempt to land at Xiamen Airport, the departing flight was diverted to Shenzhen. Xiamen Airlines staff at Shenzhen airport offered us 2 options: (1) fly on the next day from Shenzhen to Xiamen, or (2) full refund. We chose full refund and Xiamen Airlines staff provided us with documents to support full refund via Ctrip.

Communications with Ctrip re. The matter prove to be extremely challenging. First Ctrip replied that it'd be no problem providing refund as long as we have the letter from airlines, then Ctrip changed their tune and said they could only provided refund on the return leg as we had flown to Shenzhen, then they changed their tune again and said no refund at all. Different Ctrip staff called us with disjointed information and story, making the whole experience super confusing. They also raised their voice and blaming us for taking the flight to Shenzhen (which they said was the reason tickets not refundable). Seriously, the flight was diverted to Shenzhen after failed landing at Xiamen airport!

I took the matter with Xiamen Airlines office in Hong Kong who promptly arrange for full refund for all the tickets within 15 minutes. No problem raised.

In contrast, the process for getting refund from our hotels booked via Agoda for the same trip was a breeze. We just need to send Agoda a copy of the documents from Xiamen Airlines and full refund for bookings in 2 different hotels were completed at the end of the same day.

Never again would we book anything via Ctrip!

Date of experience: August 13, 2015
Rhode Island
1 review
1 helpful vote
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We tried to book online but it would not take visa payment. We called customer service and was told the online payment system was down and to wait 2 hours. After waiting we tried to book again and it still did not take visa payment. We asked customer service to give us online pricing over the phone or at the hotel, she refused, then told us the room we were trying to book was sold out. We asked to speak to a manager and she repeatedly refused, then transferred us to the manager, who provided no resolution to the issue. We were not able to book any room with them.

Date of experience: March 30, 2014
Hong Kong
3 reviews
9 helpful votes
Follow Mike S.
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After booking a flight online they say they will contact you in 24 hours to confirm the ticket. I was not contacted and after 20 hours called them to confirm the ticket myself. They said the original discount price was now gone and charged me 25% more for the exact same flight. Did not bother to contact me on the phone, saying they had "misplaced" the number. After 4 different calls still was not resolved, with very unhelpful customer service. Typical bait and switch, stay away!

Date of experience: March 29, 2011