Trip.comReviews 2,317

Due to the Corona virus outbreak, I needed to cancel my trip. Philippine Airlines said rebooking was free for flights from Japan and Korea. I inquired and called them up (25 minutes of talking, US number from Japan!)
To be fair the call center agent was helpful. But when they emailed me the price to pay, wow it is like I need to buy a new ticket because of their CHANGE FEE. I cannot believe this company. I'll never book with them again.

Booked a flight with trip.com in early March. However, the Vietnamese government has suspended the visa waiver program for french citizens due to the virus. Thus, I have no choice but to cancel the flight.

I have tried calling and contacting trip.com, however, the only thing that they can say was « sorry, this is a non refundable flight, if you would like to have a refund, please liaise with the airline direct ».

The customer service are not helpful at all. There no point to buy from them as they do no provide any services.

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.

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.

Very disappointed with their service and I won't use Trip.com anymore.
My parents' flight was in Mar and I requested to change it since early Feb. I contacted "Trip.com" many times through email, phone call and even messager. The same answered I received was: "We will submit your request and get back to you", and nothing came out.
Today, after the flight departed, I was told that it was no longer able to change it and they could only request try to get the tax. It is very irresponsible of them.

WARNING! ZERO STAR STATUS! This company is absolutely atrocious! HORRENDOUS customer "service". I was actually yelled at today when I asked to speak to a manager after I got tired of going in circles with the agent I was speaking to. I realize everyone is on edge because of the corona virus and these agents have a stressful job right now... But, WOW! Completely unprofessional. (Not to mention the endless transfers to other rude agents who also couldn't help... the managers who are never in the office... and a mile long list of unresolved issues.) This trip was supposed to be a Thailand honeymoon trip of a lifetime and it's been a complete nightmare with thousands of dollars lost. I plan to leave a review on every single site possible to warn people to stay FAR FAR FAR away from this company...

I booked AirAsia flight via Trip.com, turns out they're not an official agent recognized by AirAsia and I couldn't use any paid services on the official AirAsia website (which means no luggage or seat allocation). I had to pay ridiculous amount of money for buying luggage at the counter before the flight, when asked Trip.com for compensation they refused to do any!

Bear in mind, tried adding luggage on their website and it said to go to the airlines official website. So yes, scammers at its best, who refuse to take any responsibility!

My name is steven m. My wife n i were in arizona week? Of 2/23 till 2/27 my wife wanted to stay until sat we changed our flight tix i booked a hotel thru trip within a half hour my mom called me n said get back to boston asap dad's in the hospital not doing well, so i called hotel cancelled the rm. Not even half n hour after we booked it monday i look at my bank an we were CHARGED 163.00 i called Trip.com explained our sitituation said they will get back to me WITHIN ONE DAY ON REASON WELL HAVE NOT HEARD FROM THEM AT ALL. Great customer service and if i don't hear from them today i will hit social media an advise people not to use TRIP.COM. Ps was planning Florida vacation but not with trip.com steven w merlin

They are stealers, they just want to get your money and then they'll do ghosting, they'll put you on troubles, get your money and then everything is your responsibility.

Please, people, don't feed this kind of companies. They ruined my holidays, my credit card and everything around. I worked so hard to get a little bit of peace out of my town and now, no money and no holidays. They promise me a refund and they didn't reply back to me till 3 months after to tell me: sorry we can't do it anymore.

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.

Don't use trip.com! Exorbitant hidden costs! I was very happy with skyscanner for many years, most agents worked fine. The problem with trip.com is that they will sell you a rather cheap ticket, non-refundable. You don't get the option to add baggage before paying for the ticket. They then ask you to contact them to add check-in baggage, they send you a payment link with the baggage cost "as per the airline you fly with". My trip was an AirAsia flight from Melbourne to Delhi, 3h change planes in KL. Trip.com sent payment link for Aud$128 for 20kg check-in luggage... I paid (even though that's rather steep to begin with)... the confirmation arrived, I had purchased check-in luggage form Melbourne to KL, the first leg only! The second part of the flight/booking was NOT included, I had to pay for baggage AGAIN... $500 one-wy flight became a $750 flight... $250 check-in baggage. "Oh, we understand and are very sorry - it's the airline's prices"... It seems they buy separate flights, sell those as a single ticket - then let you pay leg-by-leg baggage fees after... and you have no redress. Once you made the initial payment, you're sucked. Dishonest business model, do not support them, book with someone else!

I've bought a round way ticket for 978 dollars and need to cancel the return trip because Asiana airline cannot keep with their original return trip due to the Coronavirus. Asiana promises a full amount refund for this case. However, Trip.com provides me a refund of 95 dollars ONLY because he claims my first part of trip cost around 885 dollar JUST BECAUSE THE CUSTOMER CAN NOT KNOW IT. This is bare customer cheating!
Please booking with Expedia or Priceline or directly with the airline company. Never consider Trip.com. They will just try to grab their customers with any possible profit.

Highly recommend to avoid this site. Revenue is clearly the priority, rather than the safety and health of customers (well it was to be expected from a company, but still). As the case of coronavirus infected is moving beyond 2400 in South Korea, still no refund policy is in place.

What should travellers do? Go to South Korea, hope not to catch the virus, and by the time they head back home, hope their country did not set a 14 days quarantine policy.

The only response you'll get from the customer service is: let me check / my manager will contact you / sorry, there is no refund policy at this time.

Great, I'll pass next time and go to a real travel agency.

I've had several horrible experiences with this company.

Leaving China due to COVID-2019, the airline cancelled a segment of my flight. I phoned Trip.com to find out what was going on and they told me to contact the airline, to which I told them there was no way that it had anything to do with the airline. They were having none of it so caved in and I contacted the airline. I was told that it was the travel agent's that needed to change the flight! I phoned Trip back and asked for a supervisor four/five times and was told that there were none available each time. I told them I was willing to wait. Eventually, a supervisor was available and they defended the advisor's actions. Anyway, I ended up having to book a much more expensive flight due to their incompetence. Stupidly, I re-booked with them. I am an idiot for doing so.

Now, the airline I booked with have cancelled another portion of my flight back to China. I re-booked it for later (for free) but the airline have cancelled the later flight (as advertised in the Trip.com app). I asked the agent specifically if it was my preferred airline for all of the portions of the journey and they said yes. I found out later some of my journey was with a lower-standard airline. I had been lied to.

Now they are saying that if I wish to change my cancelled flight, I need to pay more!

It beggars belief! DO NOT USE TRIP.COM

I booked two round trip flights with trip.com to Manila, Philippines from Hamburg, Germany. Unfortunately, a portion of the flight got cancelled, (Hongkong-Manila) presumably due to corona virus. When we learned the news, we were very understanding, and I called right away. The customer service representative informed me that she would book a new flight for us with an alternative route and alternative airline. After calling a few times, I was told the ticket was being processed, however, after waiting a week or so, we were informed that due to company's policy they could only give us a full refund. I spoke with a customer representative once more and said that it would not be an option and that we needed a new flight. She said that the manager would investigate the case. We were told that the customer representative we spoke to initially, gave us the wrong information and therefore the company would book us a new flight. We've been on the phone with customer representatives for over three weeks now. First we were told it would take approximately three hours to process the new tickets, then we were informed it would take 24 hours, then they said a week. There's lack of communication on the company's side. It's frustrating because we are meant to be flying out in little over two weeks with no tickets yet. I'm understanding of the customer representatives that's why I gave two stars, however the company is terrible and unfortunately, I probably will not be booking with trip.com anymore. It's very unfortunate. However, with that being said the representatives from both Germany, and United Kingdom, were very understanding and we thank them for trying to resolve this issue.