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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 4,705 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'd like to sincerely thank the Trip.com customer service team for their outstanding support. Despite the initial challenges with my non-refundable booking, the team was patient, responsive, and genuinely willing to assist. They took the time to follow up, clarify the situation, and eventually helped me secure a refund — something I truly appreciate. Special thanks to the agents who handled my case with empathy and professionalism. It made a stressful situation much easier to manage, and I'll definitely continue using Trip.com for future travel.
Hi Kenneth W,
Thank you for taking the time to leave us this positive comment, and your feedback is much appreciated. We’re glad to know that you’re happy, and we are looking forward to your next journey with us!
Best regards,
Lyn
Trip.com
My hotel booking got cancelled at the last moment. I felt frustrated and unable to find an alternative hotel. Mr. David not only suggested me alternative hotels but also tried his best to compensate me for the cancellation. Really appreciated. The way he consoles was awesome. He understood my problem fully and assured me his best. Regained my trust in Trip.com.
Hi Shahzad A，
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
As a business man who travels a lot, I have used so many booking platforms. By far you are the best. Thank you so much
Hi Majed A.,
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,
Jackie
Trip.com
Mr. Howard is a magician and helped me with an impossible task to deal with a non refundable hotel deal due to canceling my whole trip. I am deeply grateful and the company he is working with is so so so lucky to have him.
Miranda and David were the BEST help!
There was a discrepancy in prices. These agents worked with us to the BEST of their ability and had everything sorted for my family's trip. We are very satisfied with the service - from beginning to resolution. Thank you so much Miranda and David! We appreciate you both.
Hi Jillian 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
Taha and fellow agents have all been extremely helpful, understanding and compassionate in assisting with the resolution of the case. Taha and team have provided exceptional customer support and puts their customers first. Will definitely continue to use the Trip.com platform given their excellent customer service, flexibility and willingness to help. Very positive experience!
Hi Ange B,
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 booked 4 tickets from Manila to Tokyo through Trip.com, but we were denied boarding due to airline concerns. Cebu Pacific refused to provide any compensation despite their own terms and conditions, and Trip.com did almost nothing to assist or advocate on our behalf. This experience was extremely frustrating and disappointing. Both the airline and the agency failed to take responsibility or provide support when it mattered most. I would strongly recommend avoiding Trip.com at all costs.
Hello Sami J,
Thank you for taking the time to leave us this review. We are sincerely sorry for this unpleasant experience that occurred. We'd love to investigate your concern about price. Please follow the below steps for further assistance.
1.Provide us with your detailed concern, booking number, passenger/guest name, and reserved email during the booking at [email protected] so that we can look into it further. Thank you.
2. Please include a specific indicator on your email subject line: {sitejabber}
Thank you for your cooperation and understanding. We are waiting for the next time cooperation.
Best regards,
Citron
Trip.com
I'm impress with fast support services with also a chat history for each case. There are some misinformation from agent (also from the hotel) which lead to an incident. But they follow up and have a great responsibility for customer in the end, so I would say that they are the best support out there.
Hi Jirat A.,
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 just wanted to say a big thank you to Alex for her kind help with my hotel booking. Although my reservation wasn't supposed to be changeable or refundable, she went above and beyond to negotiate with the hotel and managed to secure a new date for me. I'm really grateful for her patience, effort, and genuine care—it turned a stressful situation into a positive experience. Truly excellent customer service!
Hi Celine C.,
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
Shafa from the customer team is really helpful. Even I had the horrible experience from the hotel and the hotel refused to give any refund, I deeply appreciate Shafa and Trip.com's assistance in facilitating a good solution and to refund me with trip coins. Thank you!
Hello Ying Y.,
Thank you for leaving us this brilliant review. We are thrilled to know that you are satisfied with our customer service and the deals we provide. Please be noted that we aim to provide all fare deals that our customers would love, and we are striving every day to provide the best customer experience to our customers. 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,
Britt
Trip.com
Rita is professional and solves for her customers. She is sincere and prompt. Definitely an asset to the customer service team of Trip.com.
Hello Sandy X.,
Thank you for leaving us this brilliant review. We are thrilled to know that you are satisfied with our customer service and the deals we provide. Please be noted that we aim to provide all fare deals that our customers would love, and we are striving every day to provide the best customer experience to our customers. 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,
Britt
Trip.com
Your service attitude was excellent, and you were extremely proactive in resolving my issue. Thanks to your efforts, the final outcome was more than satisfactory. I am truly grateful for your assistance.
Hello Ying L.,
Thank you for leaving us this brilliant review. We are thrilled to know that you are satisfied with our customer service and the deals we provide. Please be noted that we aim to provide all fare deals that our customers would love, and we are striving every day to provide the best customer experience to our customers. 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,
Britt
Trip.com
Had an issue with an advertised rate that wouldn't let me book. Evan sorted it behind the scenes and insured. I got the correct rate excellent result and I was very happy
Hello Peter W.,
Thank you for leaving us this brilliant review. We are thrilled to know that you are satisfied with our customer service and the deals we provide. Please be noted that we aim to provide all fare deals that our customers would love, and we are striving every day to provide the best customer experience to our customers. 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,
Britt
Trip.com
We needed to cancel our booking unfortunately due to illness. We found that Trip.com and the Solara Resort were highly professional, effective, efficient. Not to mention timely and compassionate. We will be definitely booking our future trips with both of them. They definitely took a lot of weight off our shoulders. Highly appreciate them!
Hi Stefania B,
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've took weeks to search for a beautiful hotel to koh samui for my 25th wedding anniversary. I've selected The privilege hotel happily waiting for the day to experience a great hotel stay. To my disappointment I got cancelled automatically with reason due to accommodation full. I contacted trip.com to ask what's happening, is my first encounter after years of supporting trip.com.
They said is a one off incident and said no choice I got to spend double to get the second choice of another hotel. Just take it as pure bad luck. How I didn't expect a call at night from Taha who followed up on my case and told me the great news abt trip willing to compensate my cost. Giving me the detail of various options for compensation. He has been very clear and talked to me patiently. Very impressed by trip team, including the duty mgr, Iki putra. He helped to give me option hotels for consideration which is so kind of him. Trip team has put customer as top priority. A good experience with your team. Well done!
Dear Jovial L.,
Thank you so much for your time in leaving this positive review! We are thrilled to know that you are satisfied with the support you received from us. Kindly note that we are striving every day to provide the best experience for our customers. We look forward to our next trip with you. Thank you for choosing us. Have a wonderful day!
Best regards,
March
Trip.com
We saw the information of the room is share bathroom and private toilet, but after we arrived we found there is no private toilet, and we hope to cancel the room, and get the refund, then trip offered the trip coins for me, I am really apprised that they can help me to dealt with this problem.
Dear Ying chi L.,
Thank you so much for your time in leaving this positive review! We are thrilled to know that you are satisfied with our customer service. Kindly note that we are striving every day to provide the best customer experience to our customers. We look forward to our next trip with you. Thank you for choosing us. Have a wonderful day!
Best regards,
Jane
Trip.com
She was very cooperative and understanding. She was also very patient with me.
Hello Aishwarya T.,
Thank you so much for your time in leaving this positive review! We are thrilled to know that you are satisfied with our customer service. Kindly note that we are striving every day to provide the best customer experience to our customers. We look forward to our next trip with you. Thank you for choosing us. Have a wonderful day!
Best regards,
Frederic
Trip.com
Thank you so much for all your help I had a problem with my booking thanks to this manger problem was solved very happy will use trip again
Hello Hossm E.,
Thank you so much for your time in leaving this positive review! We are thrilled to know that you are satisfied with our customer service. Kindly note that we are striving every day to provide the best customer experience to our customers. We look forward to our next trip with you. Thank you for choosing us. Have a wonderful day!
Best regards,
David
Trip.com
I cancelled my booking which is two months prior but hotel policy cancattion deducted some amount which i did not agree since two months before my stay and it is not mentioned clearly and transparent while i was booked. Howard duty manager resolved this issue promptly and in a professional way, now only waiting to see my money back to my bank account. So only after will be completely satisfied. Just recommendation to highlighted a such information in a bold type any big amount deduction if cancellation prior two months, do not hide better make it transparent
Hi Tatiana G.,
Thank you very much for taking the time to leave us positive feedback. It is our great pleasure to provide you with the best experience possible on our platform. We are glad to hear that you're satisfied with our application. Please know that your satisfaction is a great boost for us to keep improving our service. Our user-friendly application will also help provide a range of options you can select from to plan your desired travel or vacation at your convenience. We look forward to your next trip with us.
Thank you for choosing Trip.com. Have a wonderful day!
Best regards,
Frederic
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 fei T,
Thank you for taking the time to leave us this positive comment, and your feedback is much appreciated. We’re glad to know that you’re happy, and we are looking forward to your next journey with us!
Best regards,
Lyn
Trip.com