Trip.com

The worst experience I ever had with a travel agent.

I booked flights in June 2022 to travel in December 2022. After several attempts to make a booking and trip.com kept declining the payment, they also kept changing prices for every new flight search. I finally managed to secure and pay for a booking.

I made the booking in June, then received a call 4 months later in the middle of the night asking me to cancel my booking because there were missing segments of my flight. After investigating further, it turned out that Trip.com failed to notify the airline of my acceptance to flight changes even though I confirmed my acceptance of the changes. This resulted in the airline cancelling some of my flight segments. I spent several weeks and many hours on the phone and on email with no results whatsoever. I had to escalate the matter to management who after many calls and a lot of wasted time back and forth said the airline was willing to fix the booking. I then waited and waited for the booking to be fixed but still no news, I had to call the airline and tried to sort it out myself. On the day of departure, I went to the airport only to find out that my booking was still broken and that Trip.com failed to pay my first segment of the flight which resulted in the airline declining my check in and I missed the flight. I had to make an entire new booking with an entirely different airline which cost me an additional $15K for my and my family to get to my destination for the family get together. It was an absolutely horrible experience, it was such a nightmare to deal with Trip.com and their broken customer service model.

After I could not catch my flight due to the mistakes made by Trip.com I requested a refund of the money I paid for this booking $8K and they came back to say the airline declined to issue a refund.

After leaving a negative review on Sitejabber and Trustpilot, I managed to get Trip.com to re-consider my case and they did further investigations and negotiations with the airline and they managed to successfully process a refund and I received a full refund.

I would like to thank Kenzie, the customer success manager for sorting out the refund in a timely manner.

I booked a flight through Trip.com, but they didn't book it. Upon not receiving the tickets, I was awoken to a call from one of their representatives claiming the airline had cancelled the flight and was asking my permission to cancel my booking. Something seemed fishy so I denied and called the airline - and they confirmed the flight was not cancelled. Over the next day, I went back and forth with them as various representatives came up with contradictory lies for why I didn't have tickets (they're still processing - you'll get them, the flight is cancelled, there was a problem with the airline not processing them, etc). Despite claiming that they would resolve the issue, they refused to book me new tickets for my original flight (or a comparative flight on the same day) because the ticket prices had increased since my original purchase.

Ultimately, by the end of many back and forth calls (receiving the last at 2am while I was sleeping - again!) they told me they "could not" book my original ticket and I'd either have to change days to a cheaper flight (which I told them from the beginning was not possible) or cancel my booking and rebook at the new ticket prices (for which they would "compensate" me $27 - although new ticket prices were $150 greater than my original $106 flight. (I have not yet received the refund and have seen many reviews that Trip.com will keep it at "Pending" forever - so I suspect I may have to dispute the charge with my credit card company.)

As they weren't willing to solve the problem, I did - by rebooking at the new, inflated prices with a different provider. I had no issue with the other provider - and received my ticket confirmation immediately.

Lastly, when I went did Trip.com's internal feedback survey, it would not let me submit a negative review! The "Submit" button didn't work - across many browsers!

When I first contacted trip.com to cancel my flight due and receive a refund to new COVID rules making my flight untenable, well in advance of my flight, I was told to contact Swiss air. I was offered by trip at the tip a £69 refund on a £370 flight which I had booked mere weeks before. Swiss air responded to me 6 days following my email to them. The response from Swiss air advised me to contact trip.com once again.

When I spoke to trip again I was told over the phone that as I was now requesting a refund within 10 days of departure that I would only receive the tax back, however my initial contact with trip.com was on 14th December outside this 10 day window before my flight. They advised I would have to follow Swiss air's policies, following research of the Swiss Air website it clearly states they are flexible in regard to covid cancellations/rebooking.

I tried to rearrange/cancel my flight due to 10 day quarantine measures which came into place in Switzerland. These measures made my trip impossible as my inbound and outbound flights were not 10 days apart. Furthermore our accommodation and final destination was in France. We could no longer at that stage travel to France due to Covid travel restrictions.

Given that I was no longer able to travel due to Covid restrictions i felt it was unacceptable that I am only being offered a tax refund with no understanding nor flexibility. Particularly as the Swiss Air website makes it clear that they have in place measures for this very scenario. I was astounded by the abysmal customer service from both Swiss Air and Trip.com at what has been an extremely stressful time. I also do not appreciate my time being wasted being passed back and forth between Swiss Air and trip.com.

I put all this in an email to trip.com as advised over the phone, stating they could contact Swiss air and look into it properly. I received a email back which clearly demonstrated that my email was not read, asking me if I wanted a tax refund.

Don't use trip.com they are inflexible and will have you pulling your hair out.

Hi All,

It is to raise a strict complaint against the problems I and my family faced after booking an itinerary from Trip.com.

As shown below due to delay in flight from Lux - Vienna( by Luxair) and prepone of flight from Vienna to Saudi(wizz air malta). My family (Spouse and kids) and I missed the connection og subsequent flights to destination.

After reaching the boarding counter at wizz air malta they were not allowed to issue my boarding pass as they said that I was late by 7 mins was the fault of a luxair.

I called all the customer support teams (luxair and wizz air malta) for help and they refused to take responsibility for my delayed flight and no one agreed to provide a fresh booking or protection flight for me.

I called Trip.com customer support but they just registered my complaints and did not helped me.

My family and I were completely helpless and my kids suffered health breakdowns.

I also enquired about taking another flight from VIenna to Riyadh. But there was no availability till 23-Dec-2023.As a result I was also forced to miss my other segment flight from Riyadh to Lucknow.

Unfortunately, I paid a hefty amount of Eur 2240 (for myself and family) to book a flight from Vienna to India(AIR INDIA Ticket) on the same day after waiting for long hours of struggle.

I am really annoyed and disturbed by such kind of help and services provided by trip.com and their partners.

My family and I faced financial, mental and loss and I need proper compensation related to it which I paid Eur 2240 (for myself and family).

Now Trip.com customer care called me multiple (more than 6 -7 times) repeating the same query and not offering me an expected amount (EUR 2240). They are disturbing me with same set of questions and clarification which I told them earlier.

Never book your ticket with Trip.com

Screwing up the iterinary causes our client to have a miss connection flight schedule.
Hi first of all before I get started and let you know that I am a travel agent and work on behalf of my client.So I have issue again with regards to our clients booking with trip.com. We book our clients last february and for some reason the flights have been change several times and ends up at the end that our clients will have to miss the segments of their flights on the last minute. They are been doing this several times in our fast client and would offer them to refund the ticket which is not making sense it is because of the flight ticket would cost triple if we accept it. So our client will have to suffer for their flight... Trip.com we bring business with you over a million dollar already and still screwing up our client.They are trying to offer us a flight but no assurance to move on Sept 4 to catch the next flight for the current flight we have on Aug 25.2023 that will be a week for our to be able to catch the flight to our final destination.This is terible. Even if the passenger accept the refund it will not be enough for them to purchase a new ticket for their last segment of their flight. Trip,com screw up the schedule iterinary that our client end up missing the next connection flight due to mis-management. The airline did not cancel the flight at all...Trip.com you need to take the responsibilty and find our clients next segment of their flight to catch their destination...I can even send the screenshot of document of the flight...TRIP.COM YOU NEED TO BE RESPONSIBLE...

Date of experience: August 22,2023

Just scammers, rubbish, very rubbish, extremely rubbish, super rubbish, mega rubbish, buuuuuuuuuuuuuuuu

ALL LIES! A big fraud. NOTIFY YOUR CREDIT CARD COMPANY that you paid for services that you did not receive immediately. I have purchased multiple tickets recently. Due to the Corona virus, 5 return flights were cancelled by the airline. TRIP sent us an email stating that your flight was cancelled by the airlines and how easy they make things... to change dates for FREE or to cancel on their app. But when you try to move the date on their app, you are blocked from making any changes. It then directs you to call them. You call MULTIPLE times, get put in the que. WAIT, WAIT, WAIT, get a person that you cannot understand, get put on hold, MULTIPLE times, then the line drops, only to start all over again. When you do get someone they tell you that you have to pay a change fee. United is NOT charging any change fees during this pandemic (it is CLEARLY STATED on their website). TRIP is all a BIG LIE! TRIP just play games. They use stall tactics... tell you that they must contact the airlines for an answer, or check with their supervisor. All stall tactics in hopes that you will get tired and give up. Several days ago I contacted them again. Was on the phone for nearly 2 hours. Trip Rep assured me that I would receive an email confirming the new dates within 24 hours. NOTHING! Make sure to KEEP A LOG BOOK OF ALL COMMUNICATIONS WITH THEM WITH DATES, TIMES, ACTION PROMISED. You might get an email reply, but it just sends you back in the same vicious circle. They have NO INTENTION of helping you or anyone. Once they have your money, the forget who you are. NEVER NEVER NEVER TRUST THEM. ALL LIES. The attorney general should be informed of their fraudulent activities (failing to provided services paid for by customers; failure to follow through on promises made) and a class action suit filed. They should be banned from operating on an international level until they meet international standards.

Definitely a scam. Don't deal with these people. I booked a hotel through them and when I arrived, it was the most run down place ever, in the middle of an extremely sketchy area. Completely different than how it appeared on the site. The power kept shutting off throughout the night, causing the emergency flood lights to come on, meaning myself and my friend could not sleep. We also both heard what sounded like someone trying to enter our room on two separate occasions. As two women traveling alone together we felt extremely unsafe and decided to leave the next day. The hotel was unhelpful and refused to refund us or do anything to remedy the situation. The Trip.vom reps I spoke with were helpful at first but were not able to do anything to fix the situation despite me providing proof of the problem. I advised them that I'd be issuing a chargeback if a refund wasn't granted, which it wasn't. After calling my bank and explaining the issue, they determined a chargeback would be warranted and initiated the process. Now Trip.con is sending me harassing emails accusing me of fraud and threatening me with legal action and calling the cops on me. Avoid these creeps at all costs.

Update: See their generic copy and paste response below. Why would I engage any further with a company that has done nothing besides give me a headache, try to steal from me, and harass and threaten me?

Update: I've added the pictures of my email exchanges with these lovely people. It looks like their standard response to chargebacks is to accuse their customers of fraud and threaten them. When I reminded them that it's illegal to file false police reports/lie to credit reporting agencies in the US they changed their tune REAL quick. I won't let them bully me and you shouldn't either.

I called to them because of a missed flight due to denial of entry upon check-in. JIN AIR informed passengers that their connecting flight is not existing and that they needed a visa to enter South Korea from Japan. Customer service and managers are very persistent they are not held liable because they already informed passengers through Travel Notice upon confirmation of booking. BUT NO, they don't. Their travel notice doesn't include that passengers needed to acquire a visa for their travel. And because I proved to them that there wasn't any notice about the visa, they will find another loophole and shove their TERMS and CONDITIONS down your throat to silence you and so they can get away from the problem. They will push you back and tell you that they are not responsible for any problems that arise with your bookings. Regardless how many times I explained the problem to the Manager named Steven I spoke with, he just wouldn't understand the problem and even tells me no, when I tell him to listen to me as I kept explaining then would tell me later on that he don't understand the problem. He's very unprofessional, and obviously very incompetent with his work. He could not provide proper solution, and even tells me to understand my own problem. I wouldn't have called them if I can resolve it by myself. He's a real jerk. He even tries to confuse the situation telling me of a certain flight number has been changed then takes back what he says and tell me I'm the one who's confusing. This travel agency is far worse. I wouldn't recommend it at all. No wonder their website only has a 1 star rating. They are only in for the money but not for the service. Their service stops the moment you paid for your booking. This is a hellish experience and I definitely do not want to experience it again. NEVER AGAIN. Furthermore, I tried deleting my account from their website and it doesn't allow me because I recently changed the email linked to it. What?! I never changed my email on it. It just wont allow me to delete the account which is very ridiculous and suspicious. THIS COMPANY IS A SCAM FOR SURE.

Trip.com have no compassion or moral values when it comes to refunds and will keep your money and fabricate or misrepresent a tragic situation to justify their actions even in circumstances where this causes immense financial stress, trauma and anxiety to its own customer.
When my Dad died unexpectedly I used all our savings and borrowed money and bought tickets through TRIP.COM, so my daughter and myself could be with family at his funeral in the Philippines. We arrived early to the airport, not as mis-represented by TRIP.COM.

At the airport we could not board the flight because the Philippines website which issues the on-line One Pass Health registration had crashed, so the pass could not be issued. This was incredibly stressful and observed by both airport and Airline representatives.
We received no help from Malaysian Airlines or trip.com either to provide a refund or to help with another booking, other than TRIP.COM offering very expensive fares at additional expense beyond our reach.
We had to borrow more money and make new arrangements and eventually arrived after the funeral.

Later, Malaysian Airlines subsequently apologised and made an almost complete refund to TRIP.COM, but Trip.com only offered approximately 40% ($2,384.50) of the refund to me, and keeping the balance of approx $3,300 and justifying this as "expenses". TRIP.com are again misrepresenting the truth and applying the cancellation fee based on," <24hr pre-departure voluntary cancellation" and applying a fee of $1,639 per passenger to deceptively justify this and have noted that the approval is then subject to airline approval! On 13 September 2022 Malaysian Airlines Malaysian Airlines refunded $2,664.39 to trip. Com. For ticket Number ************** and $2,664.39 for ticket Number ************** to Mastercard ending 2818 at 10.14 pm GMT. That is 94% of the ticket price. I can't express the emotional trauma and anxiety this has caused for our family who borrowed the money for these fares and then even more money for new fares because TRIP.COM took our money without any apparent sense of guilt or compassion under the worst circumstances for a grieving family. I hope that exposing this situation with TRIP.COM will help others avoid the heartache that comes in dealing with TRIP.COM

KEEP AWAY FROM THIS COMPANY UNLESS YOU WANT TO BE SCAMMED MONEY OUT OF YOUR ACCOUNT ALSO YOUR ID, I NOOKED A FLIGHT WITH THEN WAITED FOR MY E TICKETS TO ARRIVE CHASED THEM AS I HAD RECEIVED THEM WITHIN 48 HOURS I WAS TOLD TO WAIT UNTIL THE NEXT DAY STILL NOTHING. I RANG BANK TO FIND OUT THEY DEBIT MY ACCOUNT UNDER FLIGHTS BOOKING.COM ALSO NORSE ATLANTIC AIRWAYS WHICH SENT ALAM BELLS WITH MY BANK AS I BOOKED WITH TRIP.COM. I CHASED VIA PHONE ALSO EMAIL NO REPLY I RANG FROM A PRIVITE NUMBER AND WHEN THEY PICKED UP AND I QUESTIONED THEM ABOUT MY FLIGHT DETAILS AS I RANG BRITISH AIRWAYS TO BE TOLD THEY HAVENT ANY BOOKING UNDER MY NAME ETC, TRIP.COM TIRED TO TELL ME MY BANK CANCELLED THE TRANSACTION WHICG WAS A LIE, INFACT TRIP.COM STOLE MY MONEY OUT OF MY ACCOUNT.THREE DAYS LATER THEY TRIED TO TAKE 3 MORE TRANSACTIONS OUT OF MY ACCOUNT WHICH I WAS ON THE PHONE TO MY BANK KEEP AWAY FROM THEM THEY ARE ALSO TRADING UNDER TRAVEL HEIGHTS, FLIGHTS BOOKING.COM AND A FEW MORE COMPANIES. Please for your own mind use a repeatable FLIGHT COMPANY It may cost you a bIT MORE BUT AT LEAST YOU WILL GET YOUR TICKETS AND YOU WONT BE SCAMMED OF MONEY OUT OF YOUR BANK ACCOUNT. THEY EVEN GET FAMILY MEMBERS TO WRITE 5 STAR REVIEWS WHICH ARE LIES PLEASE READ ALL THE ONE STARS THERE ARE LOADS OF THEM FROM 2017 TO DATE.THEY DO THIS TO HIDE ALL THE BAD REVIEWS PLEASE STEER CLEAR OF THEM ALL UNLESS YOU WANT TO BE SCAMMED

Doesn't mention about parking charges. Had to pay extra for Parking. Make sure you read fine lines or better AVOID these SCUM BAGS

I am very dissatisfied, and unhappy with the service that they have provided their website is ridiculous and the service and help hotline is very unhelpful. I have recently booked a ticket with them for a 920am flight from Australia to the Philippines. For some reason they have cancelled the ticket and rebooked me for our 2 pm flight instead of the original 920 without notice. I am meant to be travelling with an infant and I have booked a separate flight with my mother on the 920am flight and now that I'm travelling at 2 o'clock it has become an inconvenience to everyone, and it will probably be an inconvenience to the whole flight, especially with my little one being with me and being alone on the plane. They have disregarded this and made it seem like it was my fault when it was definitely their fault as they rebooked the ticket without notice to myself in the first place. Their website is confusing and once you click something it directs you to another thing. Just when I tried to change the booking and it would then show me a business class ticket which I didn't want so that probably happened to my original booking as well when i booked for the 09:20 flight it reverted me to a different time. They were very unhelpful and unprofessional and remorseless for a single mother travelling with an infant. Their emails were condescending to say the least and it seems like everyone in their customer service didn't know what they were doing and what the policies were. No one knew anything This is absolute garbage of a website. When I called them up to sort things out, they expected me to pay $900 to rebook the flight or otherwise a $600 cancellation fee. I don't understand why when it was entirely their fault in the first place Do not ever book with Trip.com. They have scammed me and will no longer be getting any of my business in the future. Do yourself a favour and do not book Trip.com

We requested to change the dates of our flight and had no issues contacting trip.com to do this. We got quoted £248 which we were happy to pay and paid it within the 59 minute time frame. In the morning were advised the change was unsuccessful and we would be refunded. We then called again to find out why it was unsuccessful to be told there was an issue with one of the genders on the ticket. When we booked in January we did make this mistake but corrected it immediately and got a confirmation email confirming the gender change and a successful payment of £20.90. So this should not have been an issue. Then, we were advised to submit a new change request as this one had been rejected, and were quoted a new price of £378 which obviously we were unhappy about. We contacted them again and asked why, to then be told that whilst they were taking our £248 transaction, the airline put the price up. This is totally irrelevant as Trip.com's policy is that as long as you use the payment link within 59 minutes the price quoted will not change. The agent then spoke to a manager about this and then went back on what she said, saying that it was rejected because of the gender issue. At this point, I asked 'so, if I had not tried to change the dates of this flight, the gender would have still been wrong and we would have been rejected at the airport?' To which she responded 'yes'. She explained that the gender change I made back in January was never successful but no one had bothered contacting me to let me know. At this point, the agent was helpful and said that she would escalate these issues. She also confirmed that the gender at this point, was correct. Thankfully, she was then able to send us a new payment link at the original price of £248. We paid it straight away, again, within the 59 minutes, and the payment was taken from my bank. She confirmed that this would be accepted and there should be no further issues and therefore dropped the escalation she was going to raise. Of course, in the morning, after what we thought was a successful 2 hour phone call, we were rejected again. Since then, we have been on more calls and been advised to wait 72 hours for a manager to contact us. No contact within 72 hours, so we call again. To be told it will be escalated and to wait a further 24 hours for an email. We are now 3 days away from the date we want to fly, £500 down and still no confirmation. Massively stressed and just waiting for answers we don't trust we are going to get! If any agent has the urgency to respond to this, evidence can be provided.

Misleading site. While ordering one, recieving exac the opposite and then dealing with surcomstaces in hotels

Trip.com cancelled my flight for covid related issues in November and guess what? They are giving me a voucher. SMH