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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 4,658 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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Ying solved the problem absolutely quickly and correctly. Thank you very much!
Hi Attila L，
Thank you so much for your wonderful feedback on our service! Your review is valued as it serves as a motivation to provide excellent customer service available in the market. Rest assured that we will continue improving our service and providing more user-friendly features, not only good deals. Again, thank you, and have a lovely day!
Best regards,
Lyn
Trip.com
Ho avuto due prenotazioni con trip la prima mi arrivato la conferma della prenotazione e in struttura ho scoperto che la prenotazione non esiste e dovuto a prenotare di nuovo pagando una cifra la seconda per motivi errore di sistema la data della mia entrata del 9 arrivato in email di conferma l 8 alle fine non si può modificare ne cancellare sconsiglio questo appe.
Ciao Angelo E,
Grazie per averci segnalato questa preoccupazione. Ci scusiamo sinceramente per eventuali inconvenienti causati. Potete stare certi che approfondiremo ulteriormente la questione e vi contatteremo direttamente. Il vostro feedback verra' preso immediatamente in considerazione. Apprezziamo la vostra pazienza e comprensione su quanto accaduto.
Cordiali saluti,
Alexandra
Trip.com
At first It was few times cutting online but I was keep trying and was satisfied.
Hi Brian Y,
Thank you for taking the time to provide this lovely review. We truly appreciate hearing about your experience with our customer support.
Please be assured that we strive every day to deliver exceptional customer experiences. Your feedback serves as a source of motivation for us to continually improve and surpass our customers' expectations.
Thank you again for choosing us, and we sincerely hope you have a fantastic day.
Best regards,
Lyn
Trip.com
I have been using Trip.com since even before they rebranded. And they have helped me in my international travels for over a decade, through the pandemic and continue to unlock features that add value to my travel experiences, such as extremely cheap and good data, lounges, discounts and trip coins.
Hi Kathryn C,
Thank you for taking the time to provide this lovely review. We truly appreciate hearing about your experience with our customer support.
Please be assured that we strive every day to deliver exceptional customer experiences. Your feedback serves as a source of motivation for us to continually improve and surpass our customers' expectations.
Thank you again for choosing us, and we sincerely hope you have a fantastic day.
Best regards,
Lyn
Trip.com
I had a really positive experience with Howard, Komathi S, JKavisha and Gautham. The staffs were attentive, patient, and went the extra mile to ensure my issue was resolved quickly. What stood out most was their clear communication and genuine willingness to help — I felt valued as a customer. Thank you very much. Appreciate it!
Hi Kai Ying L，
Thank you for your positive feedback. We greatly appreciate your kind words and are delighted to hear that you are pleased with our service. At Trip.com, our primary goal is to ensure an outstanding customer service experience, and your feedback is highly valuable to us. We are excited about the opportunity to continue delivering excellent service to you in the future.
Best regards,
Lyn
Trip.com
For hotels booking, you need to input credit card even for free cancellation option. Booking.com does not require credit card for hotels that offer free cancellation. I hope trip.com can match this.
Hi Yuen C,
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 reaches 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 to 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
First the system said the tickets will take 3-4 days to issue but when I tried to cancel it before ticket issue, within 14 hours, the system then quickly issued my tickets so I would have to pay extra fees.
Hi Kr K，
We acknowledge your concern and appreciate you bringing it to our notice. We apologize for any inconvenience caused and assure you that we will check it further and get in touch with you directly. Your feedback is of great importance to us, and we are treating it with the utmost seriousness. We thank you for your patience and understanding in this matter.
Best regards,
Lucia
Trip.com
Taha was exceptionally nice and listened to me carefully and then guided me in the best manner
Hi Asfandyar K，
Thank you for your positive feedback. We greatly appreciate your kind words and are delighted to hear that you are pleased with our service. At Trip.com, our primary goal is to ensure an outstanding customer service experience, and your feedback is highly valuable to us. We are excited about the opportunity to continue delivering excellent service to you in the future.
Best regards,
David
Trip.com
Merci à Evan, c'est pour son service client. Je remercie vraiment tout l'effort qu'il a apporté pour satisfaire ma demande.
Hi Paquito F，
Thank you for your positive feedback. We greatly appreciate your kind words and are delighted to hear that you are pleased with our service. At Trip.com, our primary goal is to ensure an outstanding customer service experience, and your feedback is highly valuable to us. We are excited about the opportunity to continue delivering excellent service to you in the future.
Best regards,
Frederic
Trip.com
I had never seen such a custom support David is like Diamond 💎. I was the user of booking.com due to exta ordinary customer support I became permanently trip.com user. David know how to deal with issues professionally and politely. trip.com should promote such a people on higher level
Hi Muhammad M，
Thank you for your positive feedback. We greatly appreciate your kind words and are delighted to hear that you are pleased with our service. At Trip.com, our primary goal is to ensure an outstanding customer service experience, and your feedback is highly valuable to us. We are excited about the opportunity to continue delivering excellent service to you in the future.
Best regards,
David
Trip.com
I booked La Petit Borda through Trip.com based on the photos and description shown on the website. However, when I arrived, the actual condition of the hotel was completely different—dirty, poorly maintained, and nothing like the pictures. I refused to stay there. I contacted Trip.com immediately. They told me they would try to get a refund from the hotel, but when the hotel refused, Trip.com only offered me 500 kr as compensation. While I appreciate the small compensation, this situation is unacceptable because the hotel listing was misleading and not at all as advertised. This experience has made me very cautious about booking through Trip.com in the future. Customers should be able to trust that the photos and descriptions reflect reality.
Dear Shakil S,
Thank you for your feedback and for objectively sharing your comments. We appreciate all reviews as they help us improve our services. Our goal is to offer a seamless booking experience for our customers, and we are committed to enhancing our service quality daily. We encourage you to continue using our website or app to find the best deals tailored to your needs. Thank you for your time, and have a wonderful day!
Best regards,
Jane
Trip.com
I use Trip.com for various things -- booking hotels in Hong Kong and Bangkok, maybe to book an airline flight, so not sure which experience Trip.com is asking for.
Hi Po Chiu M，
Thank you for your positive feedback. We greatly appreciate your kind words and are delighted to hear that you are pleased with our service. At Trip.com, our primary goal is to ensure an outstanding customer service experience, and your feedback is highly valuable to us. We are excited about the opportunity to continue delivering excellent service to you in the future.
Best regards,
David
Trip.com
Theo has exceptional listening skills, and has amazing articulation, he understood and listened to my concerns and provided documentation of all my concerns and sympathised to help get my situation resolved to the best of his ability.
Over Trip.com did their very best within their limits and went out their way to make a difficult situation more tenable and successfully satisfied my needs
Hi Omar A，
Thank you so much for your wonderful feedback on our service! Your review is valued as it serves as a motivation to provide excellent customer service available in the market. Rest assured that we will continue improving our service and providing more user-friendly features, not only good deals. Again, thank you, and have a lovely day!
Best regards,
Mavic
Trip.com
I was given two boarding passes from Tanzania to Hanoi via Ethiopia, and I was to connect a flight to Shenzhen, then Chongqing. Unfortunately, when I reached Hanoi, I was detained and unable to board. The reason was that I did not have a boarding pass, and they don't issue it with Shenzhen Airlines there; the officers at the airport tried to contact the airlines for booking, but it was rejected. I suffered a lot. Calling back to the Tanzania airport, they said they don't issue more than two boarding passes as per policy, so I was helpless again. I tried to contact trio.com over several emails to help me get an online boarding pass, but nothing helped. Your responses were irrelevant to my problem. I had to cancel the flight and board a new ticket from Hanoi to Chongqing, but this was a bad experience for me. I advise you to respond correctly to emails rather than automatically. Initiate electronic boarding pass release as an alternative in my case. Include phone numbers on your website or app so people can call easily. Please can you try to sort out the requirements or directions of the whole itinerary for the customers so they can know what might happen in Hanoi? In case you don't have a boarding pass? You can even remind the customer to command the initial check-in point to provide all the boarding passes, as many lack knowledge. Thanks.
Hello Manji I,
Thank you for bringing this to our attention, and I am sorry for any inconvenience you have encountered on your reservation. Please know that we are here to help you in any way possible. I know my apologies wouldn't enough, and please allow us to help you further with your concern. Rest assured that we will investigate the situation and contact you for an update as soon as possible. Thank you so much for your kind understanding.
Best regards,
Catherine
Trip.com
The app is one of the most intrusive travel apps I've ever used. I bought two domestic Chinese air tickets for my wife using trip.com, knowing my wife would be able to manage the two flights herself by installing the app on her phone. Unfortunately, the amount of marketing garbage (popups that require closing, sections of each screen that pollute the experience, etc.) one must navigate is exhausting -- all just to see flight status. Once my wife has completed her travels we will both be uninstalling the trip.com app and never going back.Sc
Hello Jamie G,
Thank you for your feedback. I apologize for any unsatisfactory service you received from us on your flight booking. We are genuinely sorry about the unpleasant experience with the APP. Please understand that this is not the service we want you to receive from our side. Your feedback motivates us to continue our best practices and improve what we need to improve. We look forward to our next trip with you. Thank you for choosing us. Have a wonderful day!
Best regards,
Catherine
Trip.com
I think that Trip.com is by far one of the best travel agencies in terms of providing deals for customers and customer service in general. I would highly recommend this platform to all my compatriots!
Hi C J，
Thank you for your positive feedback. We greatly appreciate your kind words and are delighted to hear that you are pleased with our service. At Trip.com, our primary goal is to ensure an outstanding customer service experience, and your feedback is highly valuable to us. We are excited about the opportunity to continue delivering excellent service to you in the future.
Best regards,
David
Trip.com
I originally booked a two-night stay (11–13 September 2025) through the Luxury Escapes platform, which was smooth and confirmed immediately. A few days later, I needed to book an additional room for my son for the same dates. I found a better rate via Trip.com and proceeded with the booking.
Unfortunately, I mistakenly selected 11 November 2025 instead of 11 September 2025. I realized this error immediately upon receiving the confirmation and contacted Trip.com right away. Despite my prompt action, Trip.com informed me that the booking was non-modifiable under their rules.
Hoping for understanding, I called the hotel directly (+65-*******) to request assistance in correcting the dates. To my disappointment, I was told that because the booking was made via Trip.com, the hotel had no authority to help.
Trip.com went to great lengths to advocate on my behalf, even escalating the matter internally and relaying my request to the hotel. After 24 hours, I was informed that the hotel had rejected the request outright. Trip.com, despite being bound by policy, extended a gesture of goodwill by offering me a USD100 credit. In contrast, the hotel showed no flexibility whatsoever.
As a guest who has already committed to staying at the hotel, I find the hotel lacks of support and empathy extremely disappointing. A simple date adjustment — requested immediately after the booking error — should have been possible, particularly when both bookings involve the same guest and the same stay period. Instead, I am left with a paid room that will sit unused, and the additional burden of booking yet another room for the correct dates.
This experience has left me questioning the guest-first values that a hotel that managed under the Shangri-La Group, an international hospitality brand renowned for service excellence and guest care, I had expected a far higher level of flexibility and understanding. Instead, the response I received was rigid and unhelpful, which is inconsistent with the reputation that Shangri-La has built worldwide.
Hi Kim Loong K,
Thank you for taking the time to leave such a positive review. We truly appreciate you sharing your experience with our customer support. Please be aware that we are dedicated to consistently delivering exceptional customer experiences. Your feedback serves as a strong motivator for us to maintain our best practices and go above and beyond to exceed our customers' expectations. Again, thank you for choosing us, and we hope you have a wonderful day.
Best regards,
Jane
Trip.com
I just wanna take this platform to thank the customer service personnel named Maxwell Z. Maxwell had been so kind and thoughtful in rendering assistance to me. I had an issue with my hotel booking and the issue went back and forth for 2 days, involving more than 5 customer service support staff. Maxwell had been the best person I have ever encountered with Trip. He/she eventually solved my issue after so many hiccups along the way.
Hi Teddy T,
Thank you for taking the time to leave such a positive review. We truly appreciate you sharing your experience with our customer support. Please be aware that we are dedicated to consistently delivering exceptional customer experiences. Your feedback serves as a strong motivator for us to maintain our best practices and go above and beyond to exceed our customers' expectations. Again, thank you for choosing us, and we hope you have a wonderful day.
Best regards,
Jane
Trip.com
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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 Ll Z,
Thank you for taking the time to provide this lovely review. We truly appreciate hearing about your experience with our customer support.
Please be assured that we strive every day to deliver exceptional customer experiences. Your feedback serves as a source of motivation for us to continually improve and surpass our customers' expectations.
Thank you again for choosing us, and we sincerely hope you have a fantastic day.
Best regards,
Lyn
Trip.com