“Me and 2 friends were supposed to travel together for a one week holiday. Once we get to the airport one of my friends is rejected because Trip.com had booked 2 tickets in my other friends name.
We frantically call customer support to resolve the issue but they drag the process on and on, promising to call back in 15 minutes but they end up calling back 25 minutes later and only for a single ring before they hang up.
Eventually they reissue the ticket 30 minutes before takeoff, far too late for our friend to complete check-in and pass security.
My friend booked new tickets out of her own pocket with no support from Trip.com and had to wait in the airport for 12 hours. They also cancelled her return ticket for failing to check in and refused to rebook that ticket even though it was only their fault she was unable to take her outbound flight which she also had to pay for out of pocket.
The only reason we did find out was due to a cautious call to their service to verify that the return ticket had been booked correctly. There was never any indication that it had been cancelled.
I have since been in communications with their support for a full refund for her ticket and the additional tickets she had to buy, for which promised to get back in touch within 24-48 hours but didn't respond until 12 DAYS later where they ask for proof that our friend was rejected and even had the gall to follow up that email when i didn't respond within a day insinuating that I was slow to respond.
This seems like the usual corporate run-around and if I was the head of this company i'd be absolutely ashamed of how they treat people.”
“I would give zero if I could. Terrible policy, no care for customer conditions. Even if you are medically unable to fly and one month before flight you won’t get any refund. They are not refunding me even with medical illness not allowing me to fly.”
“Booked a return flight. I made an obvious error with a middle name. Asked them to edit it and was told to cancel and rebook again - this would have cost me over £1000 to do this. They said it’s policy and couldn’t alter the name error. After worrying for months, when I checked in at BA they simply edited the obvious error at no cost.
I sent a complaint email after my return and have heard nothing.
I’ll never use them again and tell others about this nonsense.
Avoid avoid!!!!”
“a complete fraud company, don't use at all, they'll rip you off by booking the wrong dates for your flights then forcing you to change for extra money, very bad customer service and a worst management!”
“Poor service. I have used many times of their services but their service is getting deteriorated lately. They simply unilateral cancel my booking without giving a valid reason. After continuosly checking, eventually they revert hotel is fully booked. Why it's opened to people if the hotel is fully booked? Wasting people time and opportunity cost to search and book again at higher price.”
“Dreadful with customer service - no chance of getting help - directed to flight help and told no train help until early hours of morning. Never again.”
“No customer service when things go wrong. When that happens you are at the mercy of their AI Robot!
NEVER AGAIN FOR ME, AND CROSS YOUR FINGERS THAT THERE ARE NO AIRLINE ISSUES WITH YOUR ITINERARY AS THEY WERE WORTHLESS, WORTHLESS, LEFT/LEAVING ME STRANDED AND ON MY OWN HALF A WORLD AWAY!!
YOUR SURVEY "NEVER" REGARDING SPEED/QUICK...
THEY CALL ME 3 DAYS AFTER IM HOME TO SEE IF I MADE IT!!! LMFAO”
“Be aware of this terrible platform. Additional charges incurred and they said no issue with their platform and is user problem. Think twice before install this platform to search for your holiday trip. It will become nightmare.”
“It was worst experience with you..!
I will never ever book flight with you and I will definitely tell thousands of people for not doing same.
uneducated staff, no solution has been provided.
My flight just cancelled and I had to take day off in my company, need to book extra cab and still you transferred me to Quantas and didn't even informed me.
I was happy to reschedule for next day 9:30 flight but you even did it.
I have spent more then 3 hours in your customer chat to resolve my issue but no one has done it properly.
I went to Jetstar terminal but my ticket was changed to Quantas but none of your staff member told me I was running on the road like a mad man to change terminal and literally so much stress just due to your unqualified customer support team they don't even communicate well.”
“Trip.com had so many issue with misleading information , giving fake hope and their term n condition are mostly will lead us more to financial loss and it always put a blame to Airline policy regardless whatever reason and supporting document we provide they still not provide a refund to the customer or to admit the mistake . They will put all the blame to the airline. So please be aware guys. I also recently had this worsen experience using trip.com 1st time trip to Kuala Lumpur to Hony Kony and its a nightmare . But i manage to lodge a police report. I advise if there is a huge loss here please do not hesitate to make a report and bring awareness to public so this would not happen again.
Thanls”
“Had to cancel holiday due to family death,refused my refund even though I sent death certificate and birth certificate of mine and the person who died.but apparently having the same parents on all forms doesn’t show a relationship connection,was told I was getting a refund to be then told I wasn’t it went back and forth like this for weeks ,was told it was Turkish airlines fault even tho I had screenshots of them saying a refund was fine but had to be done on trip.coms side,because that’s who the booking was down with ,you can’t predict a death ,save yourself the hassle and don’t use ,they advertise hassle free refunds ,gangsters,still no refund”
“I booked a motel room with trip.com for May 28-29, or so I thought. It was non-refundable. The calendar defaulted to June 7-8; I apparently accidentally booked June 28-29. Realizing my mistake, I called them within 5 minutes to explain and ask if I could change the dates. First, I called the motel and was told I had to change the dates via trip.com. Trip.com said they would have to negotiate a change with the motel. I called back three straight days and they kept telling me that they were not able to get an answer from the motel. Meanwhile, one day into the ordeal, my wife called the motel directly and got a reservation in 5 minutes' time! Finally, the date passed with no apparent REAL attempt on their part to rectify the problem. Admittedly, I made a simple mistake, but their response was dismal-the worst customer service I have ever experienced from an online booking company. I am only giving a one star review because zero stars is not an option. On top of everything else, I booked a room with 2 queen beds and they booked me into a room with a single king bed.”
“If there was 0 star I would give it. If you value time and energy during your vacation,never use this platform. I had to book a flight in South America because the airline website and app wouldn't allow my credit card to process
Long story short. Original domestic flight booking in Ecuador had 1pc hand carry and 1 pc 23kg checkin baggage incl, and this was valid both ways outbound and inbound. As I was traveling with additional luggage for a long trip from Asia,I purchased an additional 23kg check in both ways. I also purchased all the extras on trip.com like platinum service etc etc.
Unfortunately the airline canceled the outbound flight and I had to change it to another date, but I never changed any details regarding the inbound.
On the first leg on arrival, the airline informed me that I had 2 checked bags allowance in the way out but only 1 on the inbound. To my horror, when I checked the reissued ticket (after the outbound change) trip.com had removed the original free baggage allowance.
I spent countless hours on chat and email with a completely unhelpful bunch of incompetent agents, none of whom could explain how or why this had happened. Eventually they offered my compensation of usd28, which as yet, is still pending.
Whether this was a technical issue with ticket issuance, or whether it was a human error, or whether it was the airline (not so as I just completed the inbound flight and none of the airline counter staff could explain it....I have the original ticket printed with the free allowance included...) or whether this is some ploy for trip.com to earn additional revenue by cheating customers....remains a mystery as NO EXPLANATION WAS OFFERED AT ALL BY ANY OF THE MANY MANY AGENTS I CHATTED AND EMAILED WITH OVER THE LAST 8 DAYS....
If you want to avoid hassle, just get a local travel agency to book your reservations in exotic destinations. DO NOT TRUST TRIP.COM EVER!!!!!”
“If there is zero star and I must give it zero. I booked a flight ticket from Manchester to Hong Kong and I realised I mixed up the departure and destination place after few seconds after my booking. I contacted their customer service immediately and also the airline company. Trip.com said I need to pay around £400 (half of the ticket price for the mistake happened just a minute before)
I called the airline company and they said I can get 100% refund if I booked from them but in my case, it only happens few minutes before so it depends on trip.com decision.
After two days phone calls and email (sorry I sent 3-4emails but actually no one response and I kept asking their online agent and one of them said I only have to pay £108.8 to cancel my flight. It’s fine I said it’s alright but after that she apologised and said she made a mistake and I actually need to pay £22x for cancellation fee. It is very ridiculous that the price is changing all the times. and I can’t believe a popular travel agency doesn’t have 24hours free cancellation. I was told I can’t even change the passenger name and the itinerary. I agree with what others describe Trip.com “This is highway robbery”.
Never use trip.com, never, NEVER!
Date of experience: 20 May 2024”
“We had request them many time on the phone to change our air ticket booking but they never help you out ... even they don't understand what is your quiry very poor conversation on thr phone ... when you request your issue they will tell you that we will receive email after that they just tell you excuse sorry we cannot . We had a very bad experience with them we were very fedup with them atlast we cancelled our air tickets from them then they charged almost 70% of your ticket cost :( please don't booked tkt or others options with them .they are fraud ...”
“These people are scammers. DO NOT BOOK THROUGH THEM! They don't send the money to the actual provider or booking then wants personal info so they can scam you. Be aware!!!!”
