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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 4,687 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.
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I have used trip.com as my go to Travel app for over 12 years now. Pricing is competitive, but customer service is where they shine. Always accessible, no long waits, and 95% of my problems solved on the first call. In a class by themselves.
Tried to book an international flight on Skyscanner. Endless problems to book a flight
Went on Trip.Com
Within 5 minutrs made my booking.
Quick and easy!
Hi Erna P,
Thank you for taking the time to leave us this feedback. We are delighted to hear that you appreciate the convenience our APP/Website provides to our customers. We are committed to continuing this level of service and providing even more competitive deals and offers for our customers.
We appreciate your continued support and look forward to serving you on your next journey with us. Thank you once again for choosing us.
Ever since I started using trip.com, it has been a great experience. The response to queries and request is top notch. Please keep it up
Hi Henry N,
Thank you for taking the time to leave us this feedback. We are delighted to hear that you appreciate the convenience our APP/Website provides to our customers. We are committed to continuing this level of service and providing even more competitive deals and offers for our customers.
We appreciate your continued support and look forward to serving you on your next journey with us. Thank you once again for choosing us.
Everything is easy to book. Going to China and really excited. Haven't left yet so canMt confirm that all will be good, but so far all seems great.
Hi Dominic D,
Thank you for taking the time to leave us this feedback. We are delighted to hear that you appreciate the convenience our APP/Website provides to our customers. We are committed to continuing this level of service and providing even more competitive deals and offers for our customers.
We appreciate your continued support and look forward to serving you on your next journey with us. Thank you once again for choosing us.
Background:
On the last day of the free cancellation policy, I needed to shorten my trip due to schedule changes. I initially clicked "cancel" instead of "modify" on Manage Booking, and provided a reason for the change (since the system required a reason to continue). The system then suggested "modify," so I chose "modify" the dates. I later found out that my request to change was rejected, and I missed the free cancellation deadline, resulting in a €294.99 cancellation fee.
Feedback:
1. The platform should not prompt customers to choose "modify the dates" when they provide a reason during the free cancellation period. No ordinary customer would know that a third-party institution would review the request and that it could be rejected. This creates a misleading experience, turning what should be a simple, convenient process into an unnecessary suggestion. Any customer within the free cancellation window should be able to cancel directly without being prompted or guided toward options like adjusting the dates, as such options could lead to unexpected costs that customers are not prepared for.
2. While I am not entirely satisfied with the outcome, I want to commend the customer service team members who handled my case: Cla J., Loren L., Ana Marie A., Jenn R., and Duty Manager Allen (based in Shanghai).
Particularly
- Ana Marie A. Showed understanding from a "customer's perspective" and quickly coordinated with other teams, keeping me updated throughout the process without ending the chat. She is the first one who, from a consumer's perspective, communicated with me. I felt that I was heard.
- Jenn R., despite being initially unfamiliar with my case, she quickly grasped the situation and coordinated with relevant teams to provide an immediate resolution for me. It was really an immediate solution.
- Allen contacted me on a Sunday night in China for 34 minutes, understanding my situation thoroughly, offering solutions to minimize my losses, and guiding me through rebooking.
I am truly impressed with this team! I kindly suggest that the company reward these staff members, acknowledging their efforts in providing attentive customer care, protecting the brand image, and ensuring customer satisfaction. Their dedication has made me willing to continue using Trip.com despite this incident.
Hi Angeline T,
Thank you for your kind words. We are so glad to hear that you are satisfied with our service. Here at Trip.com, we strive to provide the best customer service experience possible and your feedback is invaluable to us. We look forward to continuing to provide you with great service in the future.
I had a multiple city trip and was having trouble getting all the routes together so I booked on trip.com instead of just using google flights and then booking with airlines. I want to upgrade my seats - which is possible on the flights - but trip.com is of NO assistance. I've wasted so much time trying to figure out how to upgrade on their website and trying to get customer support to provide an explanation for why I'm not seeing that option on their website that I would have saved money (I bill by the hour and am not salaried) if I have just booked with the airlines directly. In the end, it was phone calls directly to the airlines that got my upgrade requests logged - so it was not an issue of upgrades not available, it was an issue of trip.com impeding my ability to upgrade thru its site. I hope I have not future problems with these flights because I have no hope of getting assistance thru trip.com. I'm happy to pay the airlines a bit more for not having the aggravation of trying to communicate with trip.cpm
Dear Jlm J,
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.
I appreciate the efficiency and attention to detail of this website. It is also very reliable so I feel safe making any sort of bookings here
Hi Jo V,
Thank you for taking the time to leave us this feedback. We are delighted to hear that you appreciate the convenience our APP/Website provides to our customers. We are committed to continuing this level of service and providing even more competitive deals and offers for our customers.
We appreciate your continued support and look forward to serving you on your next journey with us. Thank you once again for choosing us.
Trip.com gives me all my options for flights, easy to book and I get updates if a flight is delayed. They even tell me which baggage carousel I need to go to. They even tell me that I have landed.
I recently booked a hotel through Trip.com and received the same great service, as well as a reduced price.
I only use Trip.com for our travels. Thank you for the great service.
Hi Mollyd D,
Thank you for taking the time to leave us this feedback. We are delighted to hear that you appreciate the convenience our APP/Website provides to our customers. We are committed to continuing this level of service and providing even more competitive deals and offers for our customers.
We appreciate your continued support and look forward to serving you on your next journey with us. Thank you once again for choosing us.
Trip customer service on cancelled flights is bad.
Even errors made by their own agents require you to prove everything so keep all out of pocket receipts if you need to book on location. Eg Train station.
Make sure you have good travel insurance cover because trip will just leave you hanging. If possible book direct with airlines to alleviate a lot of the red tape using trip.com. They will simply not help you pursue the airlines for the right outcome.
Dear Joseph N,
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.
I fly multiple times a month and it's nice to have a company like trip that I can look at a ticket and get it and manage my travel
Hi Edward Thomas F,
Thank you for taking the time to leave us this feedback. We are delighted to hear that you appreciate the convenience our APP/Website provides to our customers. We are committed to continuing this level of service and providing even more competitive deals and offers for our customers.
We appreciate your continued support and look forward to serving you on your next journey with us. Thank you once again for choosing us.
This was a great competitive price through Skyscanner, option to cover fare (insurance)very reasonable in case of unforeseen circumstances. Easy to navigate Trip.com site and secure ticket.
Hi Shelly M,
Thank you for taking the time to leave us this feedback. We are delighted to hear that you appreciate the convenience our APP/Website provides to our customers. We are committed to continuing this level of service and providing even more competitive deals and offers for our customers.
We appreciate your continued support and look forward to serving you on your next journey with us. Thank you once again for choosing us.
We tried this this year for our overseas holiday. It's very easy to booked flights. It's always give you update if there is/are changes with your flights itinerary.
Recommendable!
Hi Arnel C,
Thank you for taking the time to leave us this feedback. We are delighted to hear that you appreciate the convenience our APP/Website provides to our customers. We are committed to continuing this level of service and providing even more competitive deals and offers for our customers.
We appreciate your continued support and look forward to serving you on your next journey with us. Thank you once again for choosing us.
You have to pay to select your seat when you purchase your ticket. You are not informed that you can select your seat for free when you check in. Additionally, you dont get a ticket until you check in.
Dear Usha D,
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.
This is the second time we used Trip.Com to book for our international flights and trains without fuss. Great service online with adequate information and competitive rates. Trip.com has been a reliable source for booking flights, hotels and trains.
Hi Dinh T,
Thank you for taking the time to leave us this feedback. We are delighted to hear that you appreciate the convenience our APP/Website provides to our customers. We are committed to continuing this level of service and providing even more competitive deals and offers for our customers.
We appreciate your continued support and look forward to serving you on your next journey with us. Thank you once again for choosing us.
I booked tickets online from ORD to Sanya via HK. It was $1171, need to recheck in HK and turned out no free carryon after 24 hours. The same flight changed to $700 in 12 hours and no need to recheck baggage. I tried to change the order but need to pay extra $650. This is insane. It's my first time to fly Cathay and will be the last time. Also it's my first time to book flights through Trip.com very disappointed.
Dear J L,
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.
The experience was easy but I booked with a different ID document. It's different from the one I'm using during this trip. I hope I don't have any issues getting in my destination.
Hi Paz F,
Thank you for taking the time to leave us this feedback. We are delighted to hear that you appreciate the convenience our APP/Website provides to our customers. We are committed to continuing this level of service and providing even more competitive deals and offers for our customers.
We appreciate your continued support and look forward to serving you on your next journey with us. Thank you once again for choosing us.
I always choose trip.com on our travels. This is a one-stop shop for travel! Its very convenient to book flights, hotels and managing the bookings. 😃
Hi Loubelle C,
Thank you for taking the time to leave us this feedback. We are delighted to hear that you appreciate the convenience our APP/Website provides to our customers. We are committed to continuing this level of service and providing even more competitive deals and offers for our customers.
We appreciate your continued support and look forward to serving you on your next journey with us. Thank you once again for choosing us.
I applied for an early checkout and refund. The team tried its best to help me and the hotel agreed for a refund. Thanks to the team and Violet for the support.
Hi Brahim B,
Thank you for your kind words. We are so glad to hear that you are satisfied with our service. Here at Trip.com, we strive to provide the best customer service experience possible and your feedback is invaluable to us. We look forward to continuing to provide you with great service in the future.
Recently I booked flights and since then the airline has changed times for the flights twice. Trip.com has notified me promptly and has facilitated my acceptance of the new flights with the airline.
Hi Paul P,
Thank you for taking the time to leave us this feedback. We are delighted to hear that you appreciate the convenience our APP/Website provides to our customers. We are committed to continuing this level of service and providing even more competitive deals and offers for our customers.
We appreciate your continued support and look forward to serving you on your next journey with us. Thank you once again for choosing us.
So far I've used Trip for domestic flights, some experiences and recently hotels.
Everything has been easy to access through their app, it's easy to navigate and gives a good range of options.
I've moved from using Agoda or hotels to Trip as their prices are similar, but I still compare as Agoda is occasionally cheaper.
Only issue I've had is this week I purchased INT flights business class. Booked the flight mainly due to the aircraft type advertised to get the particular seat time, and within 12 hours of making the booking on Trip I got an email saying I had to change my seats as it's a different aircraft. So I'm now paying thousands to fly out a crappier style of aircraft. Whether this was Trip or CSA's doing I'm not sure, but that's annoying with no option to amend my booking to a different flight.
Booking Domestic Flights in Japan has 100% been the cheapest and easiest option using Trip.com
Hi The A,
Thank you for taking the time to leave us this feedback. We are delighted to hear that you appreciate the convenience our APP/Website provides to our customers. We are committed to continuing this level of service and providing even more competitive deals and offers for our customers.
Regarding the seat change issue, we will contact you via email later. Your patience is highly appreciated.
We appreciate your continued support and look forward to serving you on your next journey with us. Thank you once again for choosing us.
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- 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
Hi Kim M,
Thank you for taking the time to leave us this feedback. We are delighted to hear that you appreciate the convenience our APP/Website provides to our customers. We are committed to continuing this level of service and providing even more competitive deals and offers for our customers.
We appreciate your continued support and look forward to serving you on your next journey with us. Thank you once again for choosing us.