On SmartCustomer, businesses may not offer incentives or pay to remove reviews. Learn more about our Review Guidelines.
From the business
Trip.com is a rapidly growing 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 in 220 countries and regions and over 2 million individual flight routes connecting more than 5,000 cities around the globe.
Trip.com's world-class 24/7 multilingual customer support, as well as additional centres in Edinburgh, Tokyo and Seoul, help to 'create the best travel experience' for its millions of customers worldwide.
Trip.com Reviews Summary
Trip.com has a rating of 4 stars from 4,739 reviews, indicating that most customers are generally satisfied with their purchases. Reviewers satisfied with Trip.com most frequently mention good experience, book flights and best prices. Trip.com ranks 6th among Hotels sites.
We monitor reviews for authenticity
My booking had a different location from the pinned location on the app which is far from the venue of the app. Trip.com was kind enough to refund me the entire amount as compensation.
Took three tries to get this booking. First time I entered my info and my credit card info. Immediately denied saying flight was sold out. When I was choosing seats for all my legs, there were over 10 seats on each leg to pick from. Went back in a second time and at least my data was stored. Tried the credit card and denied again for being sold out. Went out of the trip.com app and tried one last time. Third time it went through but didn't notice price went up slightly. Algorithm needed to juice the fees. Bad taste in my mouth but it is what it is. Glad I got my tickets.
The booking process was seamless. When the tickets were sent by email I noticed that the airline booking reference was provided in all sectors but the e-ticket numbers were not provided in some sectors. This raised a question whether there is a problem in the booking with some airlines in some sectors. Consistency of flight information in all sectors would not have raised this kind of confusion.
Hi Bishnu S.,
We appreciate your feedback and are thrilled to hear that you find our APP/Website convenient for our customers. Our team is committed to maintaining this level of service and continuously enhancing it to offer even more impressive deals and offers to our valued customers.
Regarding the e-ticket number, please note that some low-cost airlines do not issue e-ticket numbers. However, receiving the confirmation email from us means your booking has been confirmed by both the airline and our system, so there is no need to be concerned about your booking status. You can use the airline booking reference provided in the confirmation email to check your booking directly on the airline’s official website.
If you have any further inquiries or concerns, please contact our customer service. We provide 24/7 customer support in English.
Thank you for your understanding and cooperation.
The Hotel service is not what they promise.
No Internet during all my stay, 7 Nights, not matter how many times, I asked to fix this Internet Isssue
Bed in terrible conditions, very old bed, that should be replaced, I had moved to a different room and as far I saw, in all of them are issues and more issues.
In general speaking I do not recommend this Hotel
Hi JC T.，
We are very sorry that you were not satisfied with our service. We put great importance on the quality of our services and the satisfaction of our customers. We want to help you with this matter further.
1. Please send us your detailed concern and booking details at [email protected].
2. Include a specific indicator on your email subject line: {Sitejabber}
Thank you for your cooperation and understanding.
We look forward to your information.
Best regards,
David
Trip.com
Booked intra-flights for Australia, New Zealand trip, Cairns to Uluru to Sydney to Queensland, and to Rotorua. Went smoothly and got a great price compared to the travel agency. Saved $700.
Inadvertently and without prior knowledge booked hotel rooms without refund.Somehow one of the main guest to the room couldn't make it and would have faced 0%refund.Great the trip.com went all the way to at least help to get 90%refund.Likely stringent hotel regulation with no fault on trip.com. Clearly showed your upmost and compassion on customer anxiety.Thank your team.
I accidentally booked the wrong date and received my refund quickly. So grateful it's easy to use and I can attend family emergencies in my budget
Comparign with airline website, trip.com offers better price and promotion and discounted from partners.
The system notify me during the transction proceed to email make me more confident.
I always use same card to book with trip com but never being charged an extra fee. But last time, for my 73.9 euro flight ticket, they charge me 1.52 euro for Kosten internationale transacties (international transaction fee). I was booking with a European card with euro in their Dutch website. My bank also show me they didn't charge me any transaction fee.
I chat with customer service, at first they said my bank charge that, I told them no, then they said this fee showed when I paid. I wasn't sure about this cause there never been an transaction fee and should not have one, I did not pay attention to that. The customer chat ended. But after the chat ended, I found that they removed that fee in my booking detail without refund me. I still paid for that fee.
Dear T T,
Thank you for alerting us to this concern. We apologize sincerely for any inconvenience caused. Please be assured that we will check it further and reach out to you directly. Your feedback is highly valued, and we are taking it seriously. We appreciate your patience and understanding in this matter.
Сотрудник Taha оказал должную помощь и понимание, замечательный сотрудник, приятно с ним общаться, он вежливый, готов помочь!
Downloaded the app after booking a flight and got a 3% off my first flight booking offer. Why wasn't this advertised on the website? When I asked customer support if I could have credit added to my account for a hotel room, obviously, they just said no. I guess it's too much work for them.
Dear Ryan G.,
Thank you for alerting us to this concern. We apologize sincerely for any inconvenience caused. Please be assured that we will check it further and reach out to you directly. Your feedback is highly valued, and we are taking it seriously. We appreciate your patience and understanding in this matter.
Great for people who require a quick on the go search on Plane tickets for last minute travel plans. Used AI Co-Pilot then was recommended to Trip.com. How times have changed with technology.
Hi, I have really bad experience about emaar al khalil hotel. Trip.com maximum duty manager and other supporters know about this. Anyway but Taha and Taylor help me a lot. Thanks a lot both of you. For you guys I will recommend trip.com to my friends and family. And for you guys people will trust trip.com. I hope trip.com will never let you leave from there business.
About hotel they are careless. This hotel should be remove from trip.com.
Lastly trip.com is great for there hard workers. People have to trust you...
I bought 5 tickets and accidentally one of the children's birthdays was wrong. Being older, sometimes navigating technology can be challenging but Trip.com made the process so straightforward, clear and easy to request the change in just a couple minutes. Thanks for such excellent customer service!
The flight was good, however the flight from Bangkok to Hong Kong was delay by 30min. Then the flight from Hong Kong to Toronto was delayed by 3 hours, therefore, my arrival in Toronto arrived after midnight instead of 9pm. This created issues for me to be picked up.
The plane was very nice, and the meals were very good. The Cathay staff were attentive and polite. I would definitely fly with them again.
Hi LEN K,
Thank you for selecting us for your travel needs. We appreciate your time and effort in writing a review for us. Our goal is to provide a seamless booking experience for all our customers. Should you have any specific inquiries or require assistance, please do not hesitate to contact us or email us at [email protected]. We are always available to offer further support. We wish you a pleasant and enjoyable journey!
Best regards,
Skylar
Trip.com
We needed a flight and a hotel.
Travelling from Sri Lanka, we were unsure about the approach, availability and frequency of flights and availability of hotels so that we could make a favourable decision.regarding which flight to take and which hotel to settle for.
But going through with the process it was easy to gather the information we needed and make our choices fairly easily.
Thanks.
It was such an easy way to find flights and book them. Very user friendly platform. One of the easiest with a huge range of options. Highly recommend.
Thank you for service.
By the way it would be great to add in your app the ability to add baggage upon additional payment.
Considering that i can purchase this extra baggage in airline apps, but when you buy it through your aggregator, you can't buy it later. I checked.
Therefore, I think it would be reasonable to add this feature.
Mostly good. Description for Sunday hotel is completely wrong. Room desc does not match hotel's. The description in Trip.com is old and out dated. Sunday hotel used to be Empire hotel which used to have restaurant with bfast, grand lobby, proper reception etc. Now it has gone downhill with none of the above and no shuttle or 24 hr service as shown in Trip.com description. I had stayed for weeks in Empire hotel in 2024/2025 and in Sunday hotel in 2025/2026. It is day and night comparison. Only reason my wife and l stayed in Sunday hotel was because it is next to mall and close to my sister's home and we had good experience in Empire hotel previously. Please update your desc accordingly. Tk u.
Hi Eng Sing A.,
Thank you for your time in leaving this objective review. I appreciate that you shared with us the experience you had with your reservation. We'll make sure your comment will reach the relevant department for improvement. Please know that we strive every day to provide the best customer experience. I hope you will continue to bring your business with us. Please look out for more deals that we can offer through our app and website. Again, thank you, and have a great day!
Best regards,
Frederic
Trip.com
See reviews as you browse!
Get the Chrome Extension.
Add Extension
- SmartCustomer’s sole mission is to increase online transparency for buyers and businesses
- SmartCustomer has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
- SmartCustomer’s sole mission is to increase online transparency for buyers and businesses
- SmartCustomer has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
Dear A L,
Thank you for alerting us to this concern. We apologize sincerely for any inconvenience caused. Due to the real-time changes in flight prices and availability, our system automatically refreshes to provide the most up-to-date and accurate information. Therefore, it is recommended to monitor prices closely and make timely bookings to secure the most competitive fares.
We strive to provide our customers with the best possible prices and services. Our dedicated team continuously monitors market trends to provide you with the most competitive fares.
If you have any further questions or require additional assistance, please do not hesitate to contact our customer service team. We are here to assist you. Thank you for your understanding and support.