Trip.comReviews 4,912

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!