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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 4,850 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 5th among Hotels sites.
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I had problems booking on an airline website - they rejected my payment twice, I think because I declined to switch off my adblocker!
I had no problems with Trip for the same flight - plus Trip offered me access to the airport lounge.
I found a flight & indicated 4 people then after the 1st 2 flights were booked the price doubled & I was stuck having to book, feel like I was ripped off
Dear Graham T,
Thank you for reaching out to us. We understand your concern regarding the flight booking process. We can confirm that the prices displayed and charged were consistent with the selections made during the booking process. If you have any further questions or need assistance, please feel free to contact us directly. We're here to help ensure a smooth experience for you.
I recently had an issue that required assistance from Trip.com, and I cannot express enough how impressed I am with their professionalism, care, and efficiency.
From the moment I reached out, the Trip.com Customer Success Team—especially Maxwell and Stephanie Zhang—handled my concern with outstanding dedication. Stephanie made me feel assured and taken care of right from the first moment, and Maxwell followed through with a level of professionalism that is truly rare in customer service today.
Not only was my issue resolved, but it was resolved with remarkable speed. The quick response time and efficient handling proved once again that Trip.com truly prioritizes its customers.
Their support didn't just solve the problem—it strengthened my trust in Trip.com as a whole. This experience is a perfect example of why Trip.com is the biggest and best travel services in China — and indeed the best travel booking platform overall. The team's responsiveness, consistency, and commitment to customer satisfaction are world-class.
Because of the service I received, I've completely given up on all other major travel booking platforms. None of them can match Trip.com's level of care, speed, and reliability.
I gladly accepted Trip Coins for the resolution, and I'll be using them within the next few days. Service like this is exactly why I choose Trip.com for all my travel bookings. With such exceptional care, Black Diamond status, here I come — that is, if I get invited, and I truly hope so.
Thank you, Trip.com, for going above and beyond. You've earned a loyal customer for life.
HHL
Hi Hai Hong L,
Thank you for your kind feedback. We are delighted to hear that you are pleased with the service we have provided. At Trip.com, we are committed to delivering exceptional customer service, and your feedback is extremely valuable to us. We are excited to continue providing you with excellent service in the future.
I always use trip com for my flights because it is easy to browse flights for my needs - sometimes I value a total flight duration over affordability, while mostly looking at a reasonable option. Using the advanced search functions you can add flexibility in your trip schedules and exclude specific airlines.
I partiularly like a feature that allows me to access the detailed aeroplane information, such as punctuality, seat layout, the availability of power socket, just by clicking a flight information.
Additionally, trip coin system and membership rank upgrade are attractive - I sometimes use lounge for free and save some money for future trips.
Even though there are competitive trip agencies that provide a similar function and similar pricing apart from airlines' official sites, my first choice is always trip com.
Hi Min H,
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.
Comparing to other apps, trip.com is better in terms of the price and ticket is quickly sent to email address. After booking a flight, Trip.com also provides discount on hotel bookings
Hi Octavio 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.
I have been using Trip.com App to book flights and hotels for many years, I found this is the most convenient tool to plan a trip.
Hi Nanie 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.
Sudden interruption to perform a survey when user is focusing on completing a task on the app is distracting and a terrible experience
Hi Daver L,
Thank you for bringing this to our attention. We understand your frustration with the sudden survey interruptions while using the app. We place great importance on the quality of our services and the satisfaction of our customers. Your feedback is invaluable, and we will work to optimize the survey timing and implementation to minimize disruptions and enhance your overall experience. We appreciate your patience and understanding in this matter.
Best regards,
Grace
Trip.com
I find the company good to deal with They have a large footprint and booking is generally easy There pricing is competitive My downside is the difficulty in using there map system which i consider quite poor in comparison to there competitors
Hi Wal W,
Thank you for your feedback and for being objective in providing this review. Please know that we want to offer our customers a hassle-free booking. You can be assured that your feedback will be forwarded. Please also know that we intend to continue providing excellent service to all our customers by striving to improve every day. Keep using our website or app to find the best deals to suit your needs. Thank you for your time! Nice day!
Best Regards!
Grace
Trip.com
Huge thanks for making this happen! Other websites often take your money, then suddenly change the price, leaving you waiting for a refund. Trip was the only truly reliable searcher that showed the actual availability and real price
Hi Luis L L,
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.
It was an easy and fast transaction and I really love how they offer free seat selection. Truly the best and best price as well! I always book my trips from trip.com
Hi Aayushi S,
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.
First time I'm trying trip.com service so far excellent service, great travel fare. Once I've completed this journey my March next year I'll be able to use your services all the time n recommend my family n friends.
Hi Peter 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 continue to book on the trip because it's a great app, better than the others out there. However, it's disappointing that, even as a Diamond member, my daughter or my wife can find similar, like-for-like deals at a better price point on Trip than I can as A diamond member. It seems like the prices for Diamond members are elevated so they can be discounted. So I spend a lot of time getting my family members to compare deals, and we are making bookings through different accounts. Another annoying feature is that the dates keep changing when you refresh, so sometimes this leads to mistakes in the booking.
Hello Abraham G,
Thank you for taking the time to leave us this review. We are sincerely sorry for this inconvenience you experienced caused by the price change.
Kindly understand that the ticket price changes quickly due to many reasons, such as seat/class availability. Please check the specific price in our APP & website for your reference.
Your feedback motivates us to try our best to make some improvements and provide better customer service in the future. We look forward to our next trip with you. Thank you for choosing us. Have a wonderful day!
Best regards,
Lyn
Trip.com
Great site, very easy to understand and quick and fast too! My first time using this site and will definitely recommend others!
Hi Tasha 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.
Booked last 2 airfares on Trip. Com. Prices were better than anywhere else. Recent booking for 2 saved me $93CAD vs the airline site and $20 less than another discount site. Booking is easy. You get the airline booking code right away. You can put your frequent flier number in there and it is communicated to the airline. Highly recommended. I always check Trip. Com now.
Haven't booked a car on Trip. Com, but my last search showed some good prices. Almost 10% less than costco and with the majors, not the hassle super discount ones.
Hi Craig Toronto Canada B,
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 have used trip.com app to book and manage my Asia trip. I was able to search and get the hotels based on my preference. And it's very convenient for airline booking as well. I would recommend this app to everyone.
Hi Lea 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.
Dear Customer Experience Team,
I am writing to express my deepest appreciation for the exceptional service provided by your customer experience agent, David, regarding my recent trip cancellation.
My family and I were scheduled to travel to Surabaya, Indonesia, but the day before our flight, one of my family members was hospitalised due to acute gastroenteritis, with symptoms that worsened rapidly. Several other family members were also affected, and the attending GP strongly advised that we were unfit for travel. As the condition deteriorated by the hour, he was urgently rushed to the A&E.
This was an extremely stressful and overwhelming period for us — we were shuttling between home and the hospital while also grappling with the financial loss from the cancelled trip and the mounting hospital bills. We had reached out multiple times through the usual support channels, but were repeatedly met with rigid responses focused solely on hotel policy, with little compassion for the unforeseen medical emergency we were facing.
David, however, was the light at the end of this difficult situation. From the moment he attended to our case, he demonstrated genuine empathy, patience, and understanding. He took the time to listen, to acknowledge the severity of our circumstances, and to go above and beyond to assist us. Through his efforts, he secured a full refund covered by the company — something we deeply appreciated, not because we demanded it, but because it lifted an enormous burden at a time when our focus needed to be on our family's well-being.
David's professionalism, compassion, and dedication truly set him apart. In a moment when we felt overwhelmed and unheard, he restored our confidence in the customer service experience at Trip.com. If there is any form of commendation, award, or promotion available within your organisation, I believe David is more than deserving of it. He is truly exceptional at his role.
Please extend our heartfelt thanks to David. His support meant more to us than he may realise, and I strongly urge that he receives the recognition he truly needs and deserves. Recognising his extraordinary efforts is not only appropriate — it is essential. I would also appreciate receiving updates on any commendation or recognition process regarding David, as I am keen to know that his exceptional work is formally acknowledged.
Warm regards,
Lee Family.
Hi Shawn L,
Thank you for your kind feedback. We are delighted to hear that you are pleased with the service we have provided. At Trip.com, we are committed to delivering exceptional customer service, and your feedback is extremely valuable to us. We are excited to continue providing you with excellent service in the future.
We might not be the best customer, but the staff's patient is very nice and they help guide us along the way and make sure our experience is worth it
Hi Prach E,
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.
A very prompt service. It was easy to book the flights. Tickets were issued and itineraries delivered promptly. Thank you for the efficient service.
Hi Maree J,
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.
Bad experience with a hotel turned to a pleasant one. We reserved a room through trip.com and the room was far below acceptable. Hopefully after some hours of discussions with the customer service team(Alex) we were able to find a replacement for the upcoming days although the hotel was not willing to help, the customer service department managed to provide a good solution.At the end I suggest to trip.com to remove this hotel from their listings.
Hi Sahand A,
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 used other platforms and they always had trouble with changing rates, confirmation, changing prices and even high prices. With Trip.com there is no hassle nor confusion, everything a few clicks away. The best!
Hi Mrgn 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.
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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 David B,
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.