Trip.comReviews 2,318

I had the worst experience booking accomodation through this site. The customer services and cancellation policies are appalling and they are not efficient with responses or help. They are not looking for the best interests of their customers and have to enquire everything through an external "supplier". Therefore, making changes to your bookings is a hard task and you will spend an hour on the phone to their customer service team to not even reach a positive resolution.

I booked a European vacation used TRIP for 2 flights and 3 hotel reservations -received 2 refunds in 2 days was told to hold off on the other until airlines updated there policy w/ regards to COVID-19, the telephone contact was quick and very responsive, ie. I wasn't directed to a website, wasn't put on hold for 30 min I am very appreciative of there customer service during these trying times
Agoda for 1 hotel no refund as of this time

Orbitz for for 1hotel; refund has been approved very quick response on the website
Travelocity for my flight San Jose CA - Barcelona, Paris-San Jose CA; are offering a voucher
I Booked directly w its Swiss air for 2 flights; applied for a refund have not heard back
So in the future I will book all my hotel and flight w/ TRIP

Trip.com your handling of the Covid-19 virus has been absolutely appalling. I received an email on 2/6/2020 saying if i cancels my flight before it's departure it will be eligible for a full refund. I am now being told this email was a lie and that your company will not stand behind it. They will stand behind their second email sent a month after the first on 3/6/2020. I have used your site many times and i am appalled by this. Trip.com

TERRIBLE TERRIBLE TERRIBLE! All the good ratings are fake! Trust me, avoid this agency if you really want to have some peace of mind (ironically I got an email in the morning from Trip.com mentioning peace of mind Ha!). I would give zero stars.

So one of my flights of Turkish Airlines got cancelled in a round trip and the Trip.com app said I could cancel for free. However my all my 6 requests were cancelled saying that I can not get a full refund as it was the airlines policy. I reached out to the airlines 4 times, and each time the airlines confirmed that I am entitled to a full refund due to flight cancellation. But Trip.com is not honoring it and I believe it is not even reaching out to the airlines to clear this situation even though they say they do. Otherwise they would have helped me by now. Rather, they are asking me to get a proof from the airlines. So after 7 days and I don't how many calls, they still can't resolve my issue. If I can get an answer from the Airlines in less than 15-20 minutes each time, they should be able to too. I am just running around in circles here.
Please don't trust the guidelines written on the website as well. They do not honor their own policies.
There is no point boasting about 24/7 customer support if they are not able to help their customers and they just reiterate the same thing over and over again each time. There is no transparency and no extra efforts taken to help customers. I don't think it will last long with such a service.

Never again. I have learnt my lesson.

I wish i could give zero. The worst Customer service ever.
My flight was with Singapore airlines and booked with trip.com

I had to cancel my flight due to the COVID-19, I emailed to both Singapore airlines and trip.com to request a refund due to the outbreak two weeks before. I got different responses from them as Singapore airlines was happy to do a refund but trip.com said no. Then I forwarded the email from Singapore airlines to trip.com, they emailed back and refused to refund my money because they didn't mention a "full refund".
I contacted Singapore airlines again and got an email with "full refund" but trip.com still refuse to refund me.
YES. I tried to contact the customer service more then 10times and no one was helpful and keep lying to me that specialist team will contact me back but after ONE MONTH I'm still waiting for a respond and a refund.

NEVER EVER BOOK WITH THIS COMPANY AGAIN.

I booked 2 flights through trip.com as they were the cheapest. First flight I booked was with Vietjet from Da Nang (Vietnam) to Ho Chi Minh City (Vietnam). I received booking and itinerary to my email within 1 hour. Second flight was from Ho Chi Minh City to Helsinki (Finland) with Finnair. It took less than 12 hours to receive itinerary for this flight. Why it took longer was because Finnair had changed their flight schedule, and therefore issueing tickets took longer. I downloaded the app where the chat was crowded. Anyhow I queued less than 1 hour before I could talk with customer service. Here I confirmed that I agree changed flight times and after they told in 2 hours the tickets will be issued. As promised I received itinerary in 2 hours to my email.
Booking of the flight happened 16. 3. 2020 and flights were on 18.3 and 19.3. Everything went well for me.

WORST travel site EVER! I contacted them more than 4 times, when I decided to cancel my trip due to COVID-19 I call and they told me the hotel didn't agree a refund without penalization. After some days I received an email from the hotel chain (Radisson Hotel Group) that they will cancel all reservations without penalization. Trip.com refused to contact the hotel to verify this and refund my money! After we send an email to the hotel, they canceled just one of my rooms, nobody has answered why, nobody answered before my check-in date. I called several times and they just told me they will email, I email they dont respond!

I called to get a travel voucher / refund and they were very unhelpful and the english wasn't great. I saw on here that if you request a refund they send it to trip.com and you get lots of cancellation charges. If you can travel later in the year / next year it's worth asking the airline itself for a travel voucher as a lot of airlines are offering this. I was able to do this directly online with Qatar airlines and it was very quick and easy. I haven't heard back but it's at least better than losing half your money - if you can afford it and do plan to travel again. Good luck!

I requested to amend my booking date due to the Corona Virus but they insist want to cancel my booking and get the one day penalty, but my colleague who booked the same hotel at trip.com with me is allowed to amend the date. Why is so unfair?! I called to ask again then they keep mention they sent my cancellation request to hotel ady cannot make any changes Is you guys force me to cancel when I just want to amend the date. Won't book via trip. Com anymore. Worst experience ever. When 1st calling to them they also trying to push the responsible to hotel ask me contact the hotel, then hotel ask us to call back to you guys.

They are so bad. My family and I were planning to travel to Australia and New zealand. We (4 people) have booked 2 flights via trip.com. However, as consider Corona Virus Spread, Australia government ban people from south korea and New zealand government restrict people from south korea. We must self-isolate for 2 weeks. Now we can't go to Aus and New zealand for travel. So I requested cancel and refund flights. However, trip.com said it is not able to cancel because of refund policy. I asked any new policy regarding Corona 19. They just said they need to follow airline policy. So, I have called Virgin Australia and Air new zealand to ask about policy. Actually both company said they can help me to cancel and refund if travel agent contact to them. Because they never touch themselves ticket via travel agent. But if travel agent contact to Airline, They will help me. Even though I have called and emailed with this stories, they keep saying it is not able to refund. I think that they just want to keep the money. One person problem is not their problem. One more important thing is that New zealand Airline already refunded tickets for my friend because he did't use travel agent. They helped my friend directly. I never use trip.com anymore and want to tell my friends who are looking for trip.com.

I wish I could give this company zero stars and fire every employee there. The most incompetent set of poorly trained employees I have ever encountered. I have contacted their customer service 17 times to have a simple flight issue addressed aside from not having following up from supervisors when I was assured I would or processing my refund or reimbursement my issue is still not resolved. I am living in southeast asia currently and this silly stupid website has a bit of a strangle hold on the market. Everyone there should be fired and the jobs should be re-routed to another more competent call center. I have been hung up on had to struggle with return emails stating they have no idea what my issue is even though I have been thorough in my explanations. I have wasted countless hours emailing and calling with no success and everyone there should be expelled. The worst service I have every experienced in my life. I would hope this post would compel someone to reach out to me but I am sure that will not happen.