Trip.comReviews 4,641

We booked a flight from Hong Kong to Atlanta through Ctrip on 4/14/2017 on American Airlines. We checked in and were given our boarding pass. When we were boarding, the staff informed us that our ticket is not valid. American Airlines personnel said that they were not honoring tickets issued through Ctrip. American Airlines claimed that Ctrip is allowing fraudulent bookings through their sites. They called Ctrip and asked to refund our money. The Ctrip customer service agent said that the booking is valid and wouldn't refund our money. American Airlines confiscated our boarding pass. We were stuck with no tickets and no refund. Ctrip didn't take any responsibility for any issues that developed. American Airlines personnel told us that we can buy tickets to Atlanta for full price. We didn't agree to buy them. Our original flight departed and we were at the boarding gate for three hours. Neither CTrip or American would take responsibility. The American Airlines manager finally called security and four men came. We thought that we would be dragged out of the airport. We kept our calm and the security guards were friendly. Finally CTrip promised us a refund. We bought tickets and waited for our flight. Grateful we weren't forced to leave but still didn't know what the original issue or problem was.

BEYOND TERRIBLE CUSTOMER SERVICE.
Booked a flight to Seoul from Shanghai. Instead of landing at 8 pm, the plane landed close to 11 making me miss an important business meeting I was meant to be attending in the first place. On the way back, over 2 hour delay as-well. No warning from Ctrip. Ended up wasting a whole weekend, a ton of money and never made it to the business meeting. When I confronted Ctrip about it and asked for some type of compensation for their incompetence, I got given a bunch of excuses and got hung up on. Basically you pay for a service that you never receive. Absolute bullocks!

Attention my friends in China!

I know it's important for you to go home and visit family and friends.

However good the deals may look on Ctrip, do NOT book with them! I made this mistake and I don't want to you to.

I booked an expensive ticket back to the US. Because of the way their website is (too busy and not clear) the name that ended up on the airline ticket was my last name followed by my first name. I've been on the phone with them for the past 2 weeks trying to rectify this problem and all I get is "sorry" or just blankly that they don't want to help. They just keep stressing that it's not their fault, that their is no refund and that that I might have difficulties checking in. There is no guarantee that I'll be able to use this ticket.

Their customer service is nonexistent, they take your money and then don't care who you are. They are thieves.

Take my advice, book directly with the airline. It may be a bit more expensive but it's safer. Booking with Ctrip is NOT safe. They are all excuses and no help! They keep telling you that they value you as a customer. Don't believe them. They don't care about you. They just care about your money.

Good luck and remember KEEP AWAY from Ctrip!

Thanks!

If you need a cheap flight in China ask a Chinese friend to help you book a flight. This site is 4 times more expensive than a non 'laowai' site. Ie a site aimed at 'foreigner prices'. For example my tix cost $1630 RMB. My student bought me a tix for $400RMB for the same trip
Secondly they have a refund policy that they do not honour. I needed to cancel a flight. I phoned them to cancel. The service was good and helpful. But I received no confirmation Email so I contacted them again and received an email telling me that I fit the criteria for a refund. This was all over nearly two months ago. I have contacted the company several times in the interim to ask about it. I received an email telling me my refund had been processed which it had not been. Then they blamed my Australian bank (Mastercard Platnium) for the delay. So they simply don't give you your money back. I have since lodged a complaint with my Australian bank to make these (insert expletive) cough up the money. And I'm telling all to stay away

I have literally booked over 100 flights in the last six years using multiple online sites, this is the worst service I have ever received. I booked a flight around 3 pm in the afternoon UK time, went through all the normal credit card information.

They tried to call and email me at 1:00 AM in the morning (when I was asleep) asking for a photo of paper based verification, then cancelled the transaction at 6:00 AM in the morning then woke me up at 6 AM with a call from an unintelligible sales rep and terrible international phone line to tell me this!

I don't think they understand time differences and they don't really have the ability to take international payments, so unless you have a Chinese Credit Card, I'd avoid.

We booked 6 returned flights for Hong Kong - Xiamen (Xiamen Airlines). Because of typhoon, after failed attempt to land at Xiamen Airport, the departing flight was diverted to Shenzhen. Xiamen Airlines staff at Shenzhen airport offered us 2 options: (1) fly on the next day from Shenzhen to Xiamen, or (2) full refund. We chose full refund and Xiamen Airlines staff provided us with documents to support full refund via Ctrip.

Communications with Ctrip re. The matter prove to be extremely challenging. First Ctrip replied that it'd be no problem providing refund as long as we have the letter from airlines, then Ctrip changed their tune and said they could only provided refund on the return leg as we had flown to Shenzhen, then they changed their tune again and said no refund at all. Different Ctrip staff called us with disjointed information and story, making the whole experience super confusing. They also raised their voice and blaming us for taking the flight to Shenzhen (which they said was the reason tickets not refundable). Seriously, the flight was diverted to Shenzhen after failed landing at Xiamen airport!

I took the matter with Xiamen Airlines office in Hong Kong who promptly arrange for full refund for all the tickets within 15 minutes. No problem raised.

In contrast, the process for getting refund from our hotels booked via Agoda for the same trip was a breeze. We just need to send Agoda a copy of the documents from Xiamen Airlines and full refund for bookings in 2 different hotels were completed at the end of the same day.

Never again would we book anything via Ctrip!

We tried to book online but it would not take visa payment. We called customer service and was told the online payment system was down and to wait 2 hours. After waiting we tried to book again and it still did not take visa payment. We asked customer service to give us online pricing over the phone or at the hotel, she refused, then told us the room we were trying to book was sold out. We asked to speak to a manager and she repeatedly refused, then transferred us to the manager, who provided no resolution to the issue. We were not able to book any room with them.

After booking a flight online they say they will contact you in 24 hours to confirm the ticket. I was not contacted and after 20 hours called them to confirm the ticket myself. They said the original discount price was now gone and charged me 25% more for the exact same flight. Did not bother to contact me on the phone, saying they had "misplaced" the number. After 4 different calls still was not resolved, with very unhelpful customer service. Typical bait and switch, stay away!