Trip.com Reviews

Name: Trip.com
Rating: 2.63

2.6 Rating 562 Reviews

41 %

of reviewers recommend Trip.com

2.6

Based on 562 reviews

Shipping & Delivery
Delivery Methods	Courier
On-time Delivery	96%
Customer Service
Communication Channels	Telephone, Live Chat, Email

About Trip.com:

Trip.com is an international one-stop travel service provider, available in 24 languages across 39 countries and regions in 35 local currencies. Trip.com has an extensive hotel and flight network consisting of more than 1.7 million hotels and flights from over 600 airlines covering 3,400 airports in 220 countries and regions around the globe.

Trip.com's world-class 24/7 multilingual customer service, as well as additional centres in Edinburgh, Tokyo and Seoul, help to 'create the best travel experience' for its millions of customers worldwide.

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Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I am extremely disappointed with my recent experience using Trip.com. Due to a critical system failure in their booking process, my children were denied boarding at the airport because of how their names appeared on the tickets. Trip.com's system does not support passport formats where the 'Given Name' field includes the father's and grandfather's names, which is standard in many countries' passports, especially Arabic-speaking ones. Their system merged names in a way that did not match the passport, and even though we entered the names exactly as shown on the passports, the tickets generated were incorrect. We contacted support immediately and were told to go to the airline desk, but by then it was too late, and the airline refused boarding due to the name mismatch. This was a devastating experience for us and especially for my children, who were left in tears at the airport. Trip.com’s customer support was unhelpful, slow to respond, and refused responsibility for the problem, blaming us for the name formatting—despite us clearly following the passport format and having screenshots of how we entered the names. We lost the tickets, the travel plans, and incurred emotional and financial stress—all because Trip.com failed to verify and process the information properly. I strongly urge others to avoid using Trip.com, especially if you come from a region where passport name formatting differs from Western conventions. Their system is not internationally compatible, and their customer service will not support you when their system fails”

Helpful Report

Posted 10 months ago

“Lack of Transparency – Possible Breach of UK/EU Aviation Standards Trip.com & Virgin Atlantic changed my flight’s aircraft from an Airbus A350 to a Boeing 787-9 without notifying me—only a minor time change was mentioned in the Change notification which I accepted. And 2-3 days later issued an Aircraft Type Change which had no consent of mine. Under UK/EU aviation laws, passengers have the right to be properly informed of significant changes. I only found out after checking myself. And I did notify this to Trip.com on the same day! After posting a negative review, I was offered a switch back to an A350—but only if I paid £164 more. This, after already losing £100 cancelling a previous booking. I wasn’t asking for compensation, just the aircraft I originally booked. Trip.com’s handling of this shows poor customer service and disregard for basic passenger rights under EU261.”

Helpful Report

Posted 10 months ago

“The chatbot does not provided an answer that is relevant to my questions. There is no human being at the phone (both US and Global). In the past, I have use trip.com many times for international flights and trains in China. You would be perfectly fine unless you have a question that need to be answered by a human being. I was trying to to make sure that they have free cancellation for flight booked within 24 hour as is the standard practice for US airlines.”

Helpful Report

Posted 11 months ago

“I've spent over 2k€ on this platform for our trip into China this month and most of the time, the process is quick but not fluid or clear. We've bought train tickets, eSims and tickets for attractions. For a particular ticket bundle (a 2-person entry) to a Safari Park in Guangzhou, the platform made me think that I have to insert all travellers' name for that ticket because at the checkout page, it was written under the date selection : "To enter the park, you must present one of the following 3 identification documents: 1. Hong Kong/Macao Special Administrative Region Home Visit Permit/ID Card/Passport; 2. Mainland Travel Permit for Taiwan Residents or Residence Permit for Taiwan Residents of the People's Republic of China; 3. Overseas nationality passport." China is strict with ID and we wanted to make sure that everyone’s ID is registered. However, at checkout, I can only insert 1 person's name for every ticket bundle. I.e., if I bought 5 ticket bundles, I can only insert 5 people’s name, not 10. As it not written that one name is sufficient anywhere in the checkout page, naturally, I thought that I had to add quantity to 10 for the number of entrance tickets in order to register 10 names. We only realised that we have bought tickets for 20 people before entering the Safari park! So, we have spent 280€ in extra due to unclear, incomplete or omitted information. This is a borderline fraud. Either intentionally or not, this is a UX mistake. Not only they wouldn't admit it, they proposed only to refund 15% of the extra money spent. Never again. Such misleading UX system from a Singapore-based company, anyone would have least expected it. So disappointing. Better to go to booking.com or tripadvisor where they are more serious about customer UX and service.”

Trip.com 1 star review on 23rd July 2025

Helpful Report

Posted 11 months ago

“An absolutely disappointing experience. Zero personalized attention, no contact with the airline, and practices that I consider deceptive. I felt scammed. I bought a ticket that included checked baggage, but due to changes made by the airline (not me), I was forced to accept a new flight that didn't suit my needs as the only alternative, in addition to paying a difference of 166 euros. The most outrageous thing is that the new ticket was issued without checked baggage, even though the original one did include it. I will continue to report this situation to consumer protection agencies, social media, and any other available means. Of course, I will never use TRIP.COM or any other intermediary again. Airline policies are already abusive enough without having to deal with poor management by platforms like this. Booking No. 1321655030912361”

Helpful Report

Posted 11 months ago

“Dreadful information sharing and a customer service centre that gave me the run around. Ended up cancelling and rebooking with a company that was straightforward, knowledgable and helpful. Avoid!”

Helpful Report

Posted 11 months ago

“Automated robot support, followed by human robot, followed by inflexible response of "computer says no", and finally radio silence My 16yr old child bought the wrong railcard, and they refused to help her correct her human error. Very disappointed with their poor customer services, automated systems, inflexible support. Initially sent round in circles with their AI support chatbot, got passed to a human robot with a script, finally "escalated" to a human with a brain, who can "make decisions". Despite getting to a human, all they could say was "computer says no". When we requested that it be escalated further, radio silence! So they take my 16 yr old's money, give her the run around, then are no longer interested. So much for escalating to a human.”

Helpful Report

Posted 11 months ago

“There was a situation with one of my flights in Thailand. We were three passengers out of which two passengers flight need to be rescheduled and 1 needed to be cancelled due to the airline making changes in the original bookings. When I tried to talk with Trip.com to manage my bookings, the advisor did not communicate to me things clearly and now I have to bear the brunt of it highly unsatisfied. I have been a customer of Trip.com for more than 12 years did not expect this kind of unprofessionalism from them.”

Trip.com 1 star review on 18th July 2025

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Posted 11 months ago

“I have to ask for splitting the booking as per Saudia Airlines advice due to schooling issues . I have contacted the advisors for this matter plenty of times since July 3, and up to now I am still waiting for an update from Trip. Com agent. I feel that I have been passed from pillow to post. No clear actions been taken. The agents are accommodating and friendly but this is not what I need. I need a clear answer to my request. My issue has not been resolved. They keep you hanging in the air due to promises of ‘I will call you in the next hour” or the automated voice message says” We know your issue and we gonna call you back on this date and blah blah blah” It is soooo frustrating to be honest In the future O have learned my lessons not to use third party booking.”

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Posted 11 months ago

“I am having quite an irritating experience with Trip.com. My flight was cancelled by airline and Its been over a month and I am not able to get my refund back or get a reasonable explanation as to what is the issue.”

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Posted 11 months ago

“Booked my journey with Saudia airlines through trip.com. the airline changed my layover duration (from 7hrs to 13.5 hrs) I called the airline and was told to discuss with trip as they were the agent. After eventually getting through to someone over the phone I was offered an alternative flight which I immediately accepted. I was told however that I would need to wait around 1 week for the airline to confirm the change. At the time of typing, it has been 3 weeks and 3 days since this initial conversation and I have not heard anything with regards to a confirmation. I have been calling/chat with trip on daily basis and each time I get told "we are waiting for the airline to approve" I asked numerous times for my issue to be escalated and also for a supervisor to contact, each time I was told "it has already been escalated and I shall put a note to escalate again and a supervisor will be in contact as soon as possible" At the time of typing I have still heard nothing from a supervisor or wether my flight is confirmed. I am supposed to be checking in, in a few hours, but I don't even know my departure time yet, neither can I apply for my customs form as I do not know my arrival time either. In summary, I will not use or recommend trip.com or Saudia airlines to anyone - avoid at all costs”

Helpful Report

Posted 11 months ago

“A flight back to Phuket from Bali was cancelled, I requested the refund, Trip.com send me multiple misleading informations, said that requested the refund to Air Batik, after some days informed that they cancelled the request (no idea why), so I asked to request again, they said they did, after I contacted multiple times they just said they couldnt provide the refund, I do not recommend this company, it is better to purchase directly with the airlines.”

Helpful Report

Posted 11 months ago

“Tenía varias reservas en tren por Trip, con mascota. En la primera, cuando llegó al tren me entero que la mascota no está registrada, por lo que debí pagar allí más del doble. Revisé todas las Otras, y me encuentro con lo mismo. Reclamo y me dicen que debo verlo con cada compañía. Ahí hice, solucione con Renfe (boleto de ida) pero Iryo no puede hacerlo, me dice que debe gestionarlo Trip. Recurro de nuevo a Trip y me dicen que no, que Iryo, llamo y me ratifican la información. Trip dice que no puede hacer nada, pero ellos me vendieron un pasaje redondo, puedo llevar mi gata pero no traerla?? Una locura y una experiencia para no usar nunca más esta plataforma”

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Posted 11 months ago

“Shocking customer service , booked 2 separate taxis for my party of 6 passengers to take us to an event . At the time of pick up no driver turned up for me to phone and find out they had cancelled both my journeys . Total cost £100 which I had prepaid. Trying to get the money back is proving somewhat difficult. I would not recommend using trip for taxis with DZ Cabs or Taxicode . Stay well clear.”

Helpful Report

Posted 11 months ago

“Absolutely terrible experience with this company. They strung us along so long with our booking, giving us mixed information about whether we were actually booked or not, before we finally found out that our flight wasn't available. Finally just booked through airline itself. They charged us anyway so we're still hoping to get a refund from them.”

Helpful Report

Posted 11 months ago

“Worse than worse. Negative stars. Booked a refundable hotel. 2 weeks later received an email from the hotel and I replied I was cancelling my reservation, this was 6 weeks prior to my stay/refundable window. The day the refundable window closed 3 days before my stay they send me an email referring to my upcoming stay. Had they sent this BEFORE the cancellation window I would have caught the mistake. But they didn't, so I called them and supplied a copy of my cancellation email. They said they would review the situation and contact the hotel. Neither said they received/followed through on my cancellation request which was NOT my fault. I have proof yet I'm still being charge $1100 for that reservation. Both the hotel and trip.com handled this horrifically. This occurred during a holiday week, so I called the hotel to see if I could book a room during my original time frame and was told the hotel was fully booked. So they were easily able to rebook my room yet they are charging me for my entire stay. That's not ethical. Dealing with Trip.com was horrible, they were useless and had they sent me the upcoming stay email 24 hours earlier I would have seen the error and could have easily cancelled within the refund window. I DO NOT RECOMMEND booking with them, they handled this so poorly, even though I had proof I cancelled the reservation 6 weeks before the cancellation window closed. I had rebooked at a different hotel and having to spend days arguing with them during my vacation was beyond unpleasant and tainted my vacation.”

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Posted 11 months ago

“Extremely disappointing experience with Trip.com My flight was canceled by the airline and despite being eligible for a full refund I’ve been stuck in an endless loop between Trip.com and Ryanair with no resolution Their system doesn't recognize my email support keeps repeating the same instructions and no one takes real responsibility After dozens of emails chats and account deletions I’m still waiting ! This level of service is simply unacceptable”

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Posted 11 months ago

“This was the worst booking platform I have ever booked flights on. They have glitches in their systems that once you make a payment for booking tickets...it completely changes the dates (trust me, I had witnesses with me when booking the tickets) and you spend days with poor customer service, promised call backs that never happen until you have no option but to pay in a tremendous amount of extra money to rebook your tickets to the correct dates because they refuse to acknowledge any wrong on their part. This has happened to several people I have spoken to recently as well. They have the worst customer service. Never again!!”

Helpful Report

Posted 11 months ago

“scammer terrible ticket issuer”

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Posted 11 months ago

“I was in China and needed to contact a live agent. However, the VOIP in the mobile app was a number pressing loop, and I could not select to speak to a live agent regarding my flight booking. I tried to look for a mainland China to call, but there isn't one! I tried multiple times to contact customer service over text and only realised that I had to type "live agent" before the response bot would bring a human to the chat. The first live agent told me that the VOIP didn't work because of a plane crash in India. With regards to my enquiry, trip.com will respond to me in 48 hours. That response did not come. One week later, I had to text trip.com in the mobile app to ask for a status update. The second live agent even told me that I needed to reinstall the mobile app in order for the VOIP to work. DO NOT USE THIS MISLEADING AND UNRELIABLE TRAVEL SERVICE!!!”

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Posted 1 year ago

Trip.com is rated 2.6 based on 562 reviews