“1. Il 18 aprile ho acquistato un volo di andata e ritorno da Milano a Malindi che, all’andata, prevede uno scalo a Amsterdam. Sia nella proposta di itinerario che nella conferma d’ordine era specificato che IL BAGAGLIO IMBARCATO A MILANO SAREBE ARRIVATO DIRETTAMENTE A NAIROBI.
2. Il 13 maggio mi è arrivata una mail che mi ha comunicato una modifica del mio itinerario: il mio bagaglio in PARTENZA da Milano doveva essere NECESSARIAMENTE RITIRATO AD AMSTERDAM e reimbarcato per il volo verso Nairobi.
3. Nei giorni successivi ho sottolineato che, avendo solamente 1h e 20 minuti di scalo non sarei mai riuscito a ritirare e reimbarcare il bagaglio ad Amsterdam.
Se questo fosse stato così fin dall’inizio ovvero in fase di prenotazione, avrei sicuramente selezionato un itinerario differente.
La modifica però è EMERSA SUCCESSIVAMENTE, quasi un mese dopo, CON LA CONSEGUENZA CHE, PER ME, SARA’ IMPOSSIBILE IMBARCARMI NEL VOLO DA AMSTERDAM A NAIROBI.
Non è infatti possibile, in un’ora e venti minuti, ritirare e reimbarcare il bagaglio ad Amsterdam.
CONTINUANO A DIRMI CHE IL BAGAGLIO DOVRA’ ESSERE NECESSARIAMENTE RITIRATO PERCHE’ VOLERò CON DUE COMPAGNIE DIVERSE!!!! E QUESTO L’HO CAPITO!!!!!
IL FATTO E’ CHE IN FASE DI PRENOTAZIONE ERA PREVISTO IL RITIRO DIRETTAMENTE A NAIROBI E, LA MODIFICA CHE MI AVETE COMUNICATO, MI RENDE IMPOSSIBILE IL VIAGGIO.
Mi hanno proposto un cambio di volo a pagamento.
Vergogna.”
“I received this when I never received the flight service booked from trip.com. The flight date changed, I ran to the airport and I can nowhere check-in in a foreign country. So I declined the flight for never receiving the service thru my bank and this is what they sent me, which is like a thread.”
“Hotel conditions on the website not matching to given by properties. Not supportive during force majouer and taking financial gains from situation despite property directly confirming that cancelation is possible
Had similar situation on booking.com and it was solved much more efficient”
“Very deceptive information on the websites. I checked my booking dates twice, but it still turns out to be the default dates of trip.com, and they showed little support to help solve the issue. It took extremely long to process and wasted a lot of my money.”
“I am extremely disappointed with this website. My fiancé and I planned and fully paid for our honeymoon, only to be told that our trip might be cancelled. This is a once-in-a-lifetime vacation, and their actions are putting everything at risk. The stress and frustration they’ve caused are unacceptable. I strongly advise against using this service – they could ruin your most important travel plans, just like they did ours”
“If I could give 0 stars I would. My flight was over 7 hours delayed. The policy via trip.com states I am entitled to a refund. I have been through the ringer via phone, chat and email with no refund. Stating I was a no show to my flight. I clearly came and checked my bag hours before the flight and waited 7 hours before calling it quits. This is nobodies fault as things happen during travel but I am entitled to a refund and haven't received. I would not recommend booking through this site.”
“First thing first I got a flight delayed and I had right for a compensation and the air company told me that the agency should have requested it while they said I should ask directly to the air company while I didn’t have flight details I had to contact the customer service 3 times to get those information and didn’t get compensation because I didn’t book directly with the air company which would have made it easier. Also I hade to change a flight and they didn’t allow me I could only cancel without getting part of the money back. This is because I booked with them because the air company policy allow to change/cancel and get part of the money back. On top of this the customer service doesn’t give proper answers they are just generic and tend to close the conversation without any help. I won’t never ever ever book anything with them.”
“Accidental Booking – Trip.com Offered
No Way to Fix It Immediatel
We found attractive prices on Trip.com for our hotel stay in Athens and booked two suites. Our intentionwas to pay extra for a flexible cancellation policy allowing free cancellation up to two days before arrival. However, it seems that — possibly due to a mistake during booking — the reservation was made under a non-refundable option.
I noticed the issue immediately upon receiving the confirmation email. From that point on, things got frustrating:
There is no way to reach customer service by phone to correct the booking.
The chatbot provided only irrelevant automated options and no live assistance.
An email reply came only several hours later, and showed no understanding of the error or willingness to help fix it.
Luckily, we proceeded with the trip as planned and enjoyed our stay — there were no last-minute changes that required cancellation. But the inability to correct a booking error right after making it is extremely disappointing and does not inspire confidence.
I won’t be using Trip.com again in the future, and I’ll advise friends and family to book through services that offer responsive and accessible customer support.”
“Trip.com basically stole my money
Took payment,issued tickets in wrong name and told me if I want to change to correct name I have to cancel and re book. Don't use them!”
“Terrible Experience with Trip.com – Hidden Baggage Fees and Poor Customer Service
I recently booked a Europe trip through Trip.com and while the initial prices and booking process seemed great, the experience turned into a nightmare once I got to the airport. I was shocked to discover that my ticket didn’t include any baggage allowance — despite the fact that I had paid for baggage during booking. The airline told me it would cost over US$1,500 to get my luggage to Europe.
Nowhere in the booking process was it made clear that baggage wasn’t included. I don’t recall selecting a “no baggage” option, and I genuinely believe this information was hidden in a way that allowed Trip.com to undercut other providers on price. This is deceptive. Worse, their system allowed me to pay for baggage even though none was actually included. That’s a serious fault.
The airline managed to get my bags to Europe, but I was told I’d face the same problem on the return trip. Over four stressful days — 70+ emails, hundreds of messages, five hours on the phone — I tried to sort this out with Trip.com. I was passed between agents, none of whom had context or authority. I kept explaining the situation from scratch. Their chatbot made things worse, and the lack of proper call support (especially since I was using an eSIM) added to the mess.
I repeatedly asked for Trip.com to speak to the airlines directly or help coordinate a solution. I’d already paid full price for my tickets. I wasn’t asking for something unreasonable — just help to avoid paying another $1,500 to get my belongings back. Eventually, they offered me a token 150 TripCoins (~$150 travel credit), which was incredibly insulting given the stress and cost I was facing.
What’s worse is that I had to come up with most of the solutions. I figured out how to call them via their app, I pushed them to contact the airlines and explore options. The few helpful agents were completely let down by the system and the lack of escalation. No one took ownership. No one followed through.
This experience ruined the start of my trip. I lost sleep, wasted time, and felt completely unsupported by Trip.com when I needed them most. I will never book with them again and I strongly caution others to be careful — especially if you're flying with baggage.”
“Don't book with them, few dollars cheaper but you can't even cancel within 24 hours of booking, they won't refund full package of your airline tickets”
“Really bad experience as trip.com just not able to complete flight changes correctly with the airline I had flights with. My return flight leg from London to New Zealand was changed by the airline however trip.com were just unable to confirm the flight changes with the airline despite me being able to talk to the airline. I spent 2 months of speaking to trip.com to correct the flights but they just would not change them correctly as I got the impression they were just not interested. In the end I had to purchase a new flight myself. I would be cautious of dealing with trip.com”
“Promoting cheap airfares but when you go to book them it says sorry sold out. This is in fact misleading information for the customer and false information.”
“Ive purchased a senior railcard with you and i want it in my apple wallet, you wont let me,your app is a nightmare to navigate and is full of glitches”
“Horrible customer service support. I had a name change application for which they charged me an exorbitantly high amount that too different for the to and fro flight. For the fro flight 15 euros, but then for from flight 20 euros!!! The official charges of the airlines are 10 euros! They called me at 4:00 am in the morning multiple times to pay the fees, since after 1 hour the application is gone. So you may be sleeping or in a meeting and the expectation is to leave everything and talk to them or pay them. on complaining about my experience, they were of no use!! Never again. Be careful”
“Rating 1/10
Misleading Refund Policy, Felt Cheated!
I booked a flight through Trip.com, which was postponed, and I was given the option for “free cancellation." So I took it and expecting a full refund but instead, after I rebooked another new ticket for my journey, hours later Trip.com replied and only gave me a voucher without clear prior warning.
This feels like a bait-and-switch tactic
- No transparency about vouchers being the only refund option.
- No cash refund despite their "free cancellation" promise.
- Poor customer service – my requests for a real refund were ignored and forced to accept voucher
I would not recommend Trip.com to anyone who expects fair refunds. If your plans change, they trap your money in vouchers you may never use.
To Trip.com, do better: Stop misleading customers and honor real refunds when flights are disrupted!”
