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.
Shanghai Ctrip Commerce Co. Ltd