Trip.comReviews 2,339

I booked flights to KL in March which were then cancelled by the airline due to the virus. I had to contact Trip.com to ask about my refund, they emailed to say I would get a refund. I waited for the ten days but no refund, then 30 days, still no refund.

I emailed Trip.com and they just send the same reply each time to wait 10-30 days. Absolutely appalling customer service, at the end of the day that is my money, not theirs. I still haven't received a refund to date and I am not holding my breath that I ever will. It's sad that companies like this exist and get away with stealing peoples money. I will NEVER use Trip.com again and will advise everyone I know to steer clear.

My experience with Trip.com has been horrendous. I had to cancel a reservation because of the pandemic and when I contacted them online my cancellation was denied. They said the airlines would issue refunds. I contacted the airlines and they said refunds or at a minimum vouchers would not be a problem but I would have to get them through Trip.com. Contacted them again and they wanted a doctor's verification. Send that to them. Heard nothing. Contacted Trip again and was told too much time had passed; Contacted the airlines again and have received a voucher from one of them, and am waiting for a voucher from the other.

Trip.com is probably OK of everything goes according to the original reservation but how often does that happen? I also found out that it is a China based company and their Customer Service as a whole is notoriously bad.

I had four flights cancelled due to the pandemic and only one of them has been refunded. I have been in constant communication with their support for 7 weeks and I keep being told different things by different people. It's just endless excuses and templated responses.

You should get your refund any day now...

We're still waiting on the airline...

We will update you as soon as we know more...

I'm so sick and tired of it. The money NEVER arrives and they NEVER get back to you. This is the worst experience I've ever had with any company, ever.

I'm a frequent traveller and I will not be booking with Trip.com in future.

We booked hotel before the pandemic issue through Trip.com. We asked for a full refund over a month ago, when it became clear that we would not be able to travel. All we have got from trip.com are (rare) answers saying it's their 'suppliers' fault, not their own and that there is no possible way they could offer a refund, which we are sure is illegal, seeing the current international situation. Avoid Trip. Com at all costs. Unprofessional, unhelpful and they will just send you nonsensical e. Mails, filled with phrases that mean nothing, apart from 'no refund'. The sooner these so-called companies are closed for good the better. 1 star is really too much, there should be a no star option.

ALL LIES! A big fraud. NOTIFY YOUR CREDIT CARD COMPANY that you paid for services that you did not receive immediately. I have purchased multiple tickets recently. Due to the Corona virus, 5 return flights were cancelled by the airline. TRIP sent us an email stating that your flight was cancelled by the airlines and how easy they make things... to change dates for FREE or to cancel on their app. But when you try to move the date on their app, you are blocked from making any changes. It then directs you to call them. You call MULTIPLE times, get put in the que. WAIT, WAIT, WAIT, get a person that you cannot understand, get put on hold, MULTIPLE times, then the line drops, only to start all over again. When you do get someone they tell you that you have to pay a change fee. United is NOT charging any change fees during this pandemic (it is CLEARLY STATED on their website). TRIP is all a BIG LIE! TRIP just play games. They use stall tactics... tell you that they must contact the airlines for an answer, or check with their supervisor. All stall tactics in hopes that you will get tired and give up. Several days ago I contacted them again. Was on the phone for nearly 2 hours. Trip Rep assured me that I would receive an email confirming the new dates within 24 hours. NOTHING! Make sure to KEEP A LOG BOOK OF ALL COMMUNICATIONS WITH THEM WITH DATES, TIMES, ACTION PROMISED. You might get an email reply, but it just sends you back in the same vicious circle. They have NO INTENTION of helping you or anyone. Once they have your money, the forget who you are. NEVER NEVER NEVER TRUST THEM. ALL LIES. The attorney general should be informed of their fraudulent activities (failing to provided services paid for by customers; failure to follow through on promises made) and a class action suit filed. They should be banned from operating on an international level until they meet international standards.

I called trip.com to make a booking for a flight and it would not go through. I never got any confirmation to say that it worked so I called trip.com back and spoke to 2 separate representative and they both assured me that the booking did not go through. I then opted to make the booking through kiwi.com. When I arrived at the airport and went to check in they told me that I had two bookings and I told them that works Impossible. They told me that trip.com had made the booking and I checked my account, they had withdrawn the full amount for the flights also. I called them back before I boarded the plane and they assured me that they would process a refund and could see they had made a mistake. After I landed I called them back and have been calling them for the past 3 months and have still not received a refund after over 40 separate phone calls and some calls I have been on hold for over 2 1/2 hours before they just hang up the phone. This is still ongoing now and I'm currently working with consumer affairs to get my money back

This is a followup on the review I left here. I finally got a full refund, after over a month of wait and countless back-and-forth phone calls and emails.
If it wasn't for Hannah, the outcome of this whole situation would've been different. She was very human and she made sure to keep me updated with the situation... Hannah, thank you so much, you were so professional and helpful!

Now, Trip.com, make sure to train ALL OF YOUR STAFF, including the ones that pick up the phone, to be less robotic and more human (maybe Hannah can help)... Add more people to your hierarchy or give more power to your associates, so they can help us customers a little more. It seems like everything that involves money and refunds requires escalation... It's annoying for both the customer and your managers (who probably have more important matters to deal with).

Finally, don't ever book with Tigerair. DO NOT. I know this review is about Trip.com, but now that I cooled off, I have to say that Tigerair were stingy, dictatorial and extremely rigid in the way they dealt with the matter, which ultimately led me to thinking that Trip.com were the main problem.

Cheers.

Trip.com is an unscrupulous company based out of China. I made the mistake of purchasing an airline ticket on Trip.com, since I was having trouble buying one directly through LATAM airlines. LATAM ended up canceling my flight, so Trip.com rescheduled me to get to my destination a day later then I needed to be there. I tried to get a refund, but they insisted that LATAM's policies only allowed a 34% refund. When I called LATAM they said since they could not get me to my destination by the day I needed to be there they would offer a 100% refund, but since I went through Trip.com, they had to initiate the refund. Trip.com refused despite multiple conversations and e-mails. At first they cited LATAM policies, then they sited rules "under flight international aeronautics" which prohibited a refund. They essentially stole $280 from me. Clearly a fraudulent scam.

During my last flight to China, which was cancelled due to the Corona crisis. Refunds were promised. I have contacted Ctrip about 15 times, via telephone, email and the website. During calls, I waited for approximately 20 minutes and then I was told to contact the airline and vice versa. After 2 months I received an email:

''I apologize for the unpleasant experience you have experienced through your flight booking. Our booking does indeed show that the ticket status is currently 'Exchanged', I understand that from the airline this is advised differently. In these situations, we need to record this directly with the airline to check ticket status. We apologize for the inconvenience. We will further investigate this for you and contact you to assist you further with your booking. ''

Now 1 month later, still no response/compensation from Trip, despite the above empty promise.

I booked quite a few flights to and throughout Brazil. The only agency that refuses to refund my cancelled flight is trip.com! They keep telling me it is non refundable and that i need to contact the airline, which (after 100 tries to reach them on every possible way) tells me that only trip.com can refund. The customer service is incredibly bad! It was not my first booking with trip.com, but definitely the last! Stay away from them, if you want to keep your rights as a traveler!

If I could rate them ZERO stars, I absolutely would. I booked a hotel on March 12th for the AAC championships in Fort Worth. My brother informed me two hours later that the game was cancelled and I immediately called the Hilton. They said that since I'd just booked it a few hours earlier, they'd be able to refund it but I had to go through trip.com since that's how I booked it. I contacted trip and we went back and forth via email for a month about it. In the end, they offered me a $35 credit which I declined.

I just spoke to the Hilton's corporate office who informed me that Trip made ZERO efforts to cancel my trip and therefore it is in the system as a no show. She also informed me that she'd be sending my information to their accounting department to have the refund of $138 processed. I told her that I paid $327.29 and she checked in their system 5 times and saw no reason why I was charged that much. I then called Trip who now has me on hold so that they can speak to the hotel.

AVOID THIS SITE! 1. YOU CANNOT RESOLVE MATTERS WITHOUT THEM ONCE YOU BOOK THROUGH THEM AND CLEARLY THEY ARE SCAMMERS.
2. THE FACT THAT THEY ARE NOT ONLY ROBBING PEOPLE, BUT REFUSING TO WORK WITH CUSTOMERS ESPECIALLY DURING A PANDEMIC IS MIND BLOWING.

Waiting to hear what he says when he comes back as to why I was charged more than twice the rate that was charged to them by the hotel.

1 star is gained here for ease of website use, making it quick to process and take my money upon booking, but as soon as the flight got cancelled they have made it virtually impossible to get my money back as promised at the time of the flight being cancelled.
The reply emails are nonsensical and extremely frustrating, evidently written using google translate as the writer seems to have no knowledge of English language which is not the writers fault but it is almost impossible to make sense of/ relay a message through. I would strongly advise you avoid booking anything though trip.com unless you enjoy throwing money in the bin. Side note,(This was NOT cancelled due to covid19)