Trip.comReviews 4,648

1 star is gained here for ease of website use, making it quick to process and take my money upon booking, but as soon as the flight got cancelled they have made it virtually impossible to get my money back as promised at the time of the flight being cancelled.
The reply emails are nonsensical and extremely frustrating, evidently written using google translate as the writer seems to have no knowledge of English language which is not the writers fault but it is almost impossible to make sense of/ relay a message through. I would strongly advise you avoid booking anything though trip.com unless you enjoy throwing money in the bin. Side note,(This was NOT cancelled due to covid19)

Booked two flights and needed a refund due to COVID19 travel restrictions.
Spent hours on the phone to get through only to be told to write an email - I had already sent 3 emails or more concerning the issue to get generic, unhelpful responses.
I then called the airline directly who offered the refund almost immediately.
The money has been refunded to Trip.com but they are refusing to refund me. I sent them the email confirmation and screenshots from the airline themselves showing the money has been refunded, yet they keep coming back with the same generic email refusing to refund.
It's absolutely highway robbery, dishonest, opportunistic company with the worst customer service.
Will NEVER book through them again.

Very bad experience, I won't give any stars if I can choose. They won't help to refund even the airline cancelled the flight. Their customer service just said they would contact the airline to find out the policy but they did nothing. In this two months, I have contacted their Customer service many times, the answers were the same. They just pending the case continuously. My friend had book the same flight from the other company and they had the refund a month ago, but trip.com did nothing. I am very disappointed and I won't buy anything from it anymore.

My husband and I had flights from Cebu, Philippines to Qingdao, China. Once we saw that our flight was eligible for refund because of COVID, we immediately started contacting customer service to cancel our flight (sitting in a queue of 3000+ every time). They assured us through chat that they were processing the cancelation, and at one point they did cancel, only to uncancel without telling us! We noticed this and contacted them over and over again with no help. They only responded after our flight had taken off to tell us we were no longer getting a refund because our flights had already left. Customer service was unbelievable. It almost felt intentional that they were telling us to wait for our cancelation to process only to tell us it was too late later. We still have not received our refund of $500+! These conversations were from FEBRUARY. I understand customer service is busy, but this felt very intentional and dirty. I will not be using this service again.

I had the worst experience booking accomodation through this site. The customer services and cancellation policies are appalling and they are not efficient with responses or help. They are not looking for the best interests of their customers and have to enquire everything through an external "supplier". Therefore, making changes to your bookings is a hard task and you will spend an hour on the phone to their customer service team to not even reach a positive resolution.

I booked a European vacation used TRIP for 2 flights and 3 hotel reservations -received 2 refunds in 2 days was told to hold off on the other until airlines updated there policy w/ regards to COVID-19, the telephone contact was quick and very responsive, ie. I wasn't directed to a website, wasn't put on hold for 30 min I am very appreciative of there customer service during these trying times
Agoda for 1 hotel no refund as of this time

Orbitz for for 1hotel; refund has been approved very quick response on the website
Travelocity for my flight San Jose CA - Barcelona, Paris-San Jose CA; are offering a voucher
I Booked directly w its Swiss air for 2 flights; applied for a refund have not heard back
So in the future I will book all my hotel and flight w/ TRIP

Trip.com your handling of the Covid-19 virus has been absolutely appalling. I received an email on 2/6/2020 saying if i cancels my flight before it's departure it will be eligible for a full refund. I am now being told this email was a lie and that your company will not stand behind it. They will stand behind their second email sent a month after the first on 3/6/2020. I have used your site many times and i am appalled by this. Trip.com

TERRIBLE TERRIBLE TERRIBLE! All the good ratings are fake! Trust me, avoid this agency if you really want to have some peace of mind (ironically I got an email in the morning from Trip.com mentioning peace of mind Ha!). I would give zero stars.

So one of my flights of Turkish Airlines got cancelled in a round trip and the Trip.com app said I could cancel for free. However my all my 6 requests were cancelled saying that I can not get a full refund as it was the airlines policy. I reached out to the airlines 4 times, and each time the airlines confirmed that I am entitled to a full refund due to flight cancellation. But Trip.com is not honoring it and I believe it is not even reaching out to the airlines to clear this situation even though they say they do. Otherwise they would have helped me by now. Rather, they are asking me to get a proof from the airlines. So after 7 days and I don't how many calls, they still can't resolve my issue. If I can get an answer from the Airlines in less than 15-20 minutes each time, they should be able to too. I am just running around in circles here.
Please don't trust the guidelines written on the website as well. They do not honor their own policies.
There is no point boasting about 24/7 customer support if they are not able to help their customers and they just reiterate the same thing over and over again each time. There is no transparency and no extra efforts taken to help customers. I don't think it will last long with such a service.

Never again. I have learnt my lesson.

I wish i could give zero. The worst Customer service ever.
My flight was with Singapore airlines and booked with trip.com

I had to cancel my flight due to the COVID-19, I emailed to both Singapore airlines and trip.com to request a refund due to the outbreak two weeks before. I got different responses from them as Singapore airlines was happy to do a refund but trip.com said no. Then I forwarded the email from Singapore airlines to trip.com, they emailed back and refused to refund my money because they didn't mention a "full refund".
I contacted Singapore airlines again and got an email with "full refund" but trip.com still refuse to refund me.
YES. I tried to contact the customer service more then 10times and no one was helpful and keep lying to me that specialist team will contact me back but after ONE MONTH I'm still waiting for a respond and a refund.

NEVER EVER BOOK WITH THIS COMPANY AGAIN.

I booked 2 flights through trip.com as they were the cheapest. First flight I booked was with Vietjet from Da Nang (Vietnam) to Ho Chi Minh City (Vietnam). I received booking and itinerary to my email within 1 hour. Second flight was from Ho Chi Minh City to Helsinki (Finland) with Finnair. It took less than 12 hours to receive itinerary for this flight. Why it took longer was because Finnair had changed their flight schedule, and therefore issueing tickets took longer. I downloaded the app where the chat was crowded. Anyhow I queued less than 1 hour before I could talk with customer service. Here I confirmed that I agree changed flight times and after they told in 2 hours the tickets will be issued. As promised I received itinerary in 2 hours to my email.
Booking of the flight happened 16. 3. 2020 and flights were on 18.3 and 19.3. Everything went well for me.