Trip.comReviews 4,800

This website is a rip off. I was charged £500 for cancellation fees, even though I cancelled 6 weeks before my flight. The actual airlInes only charges 7% of the price paid. Also when I tried calling customer service, they connected me to someone not from an English speaking country and he couldn't understand a word I was saying. This is such a rip off website and YOU MUST AVIOD.

I had a very bad experience while booking a hotel. I managed to book a hotel for 5 people and then I received a confirmation for 4 people. When I approached the hotel, they told thay had no places for 5 people and that the booking policy of the hotel is different from the one on Trip.com website I had to bear the financial losses and ht the end had to pay double price for the hotel because at the moment of the re-booking there were just a few hotels available. A very bad customer service with a bad English.They call you to tell you nothing can be done and you always lose money. No solutions and they are not answering emails.

I have been trying for almost a month of contacting services due to mixed up in the app and the name was change but same surname but ID is present and been stored on the form so no way to use different person. However despite of too many time contacting the team and the PAL express nothing is solve, Cannot Refund, cannot change name so in short NOTHING TO DO! I am frustrated as been using service for hotels and flights and despite of this nothing is done yet! They should just tell us that they will just get the money and not willing to change anything so IT DIDNT waste our time. NOw we have to pay more expensive tickets as no more flights that easy to buy this week to come. Terrible! Stressful! PAL express never again as well as keeps telling us to contact trip com then trip com telling us to contact PAL or wait for PAL express. VERY frustrating.

My flight was cancelled one year ago and I am still waiting for the refund. Everytime I contact their customer service, which is also awful, they use standard authomatic phrases, I've been told that the refund is in process. More than one year! AVOID THIS COMPANY!

A travel agency operates in an unecthical policies with irresponsible staff!
They are excellent in advising customers to approach Airlines for help even it is their respnsibilty to resolve the air ticket issues.

Do not be tricked by their cheap tickets n Hotels booking.

AVOID AT ALL COSTS if you don't want a headache. Booked a ticket for myself and 2 kids, but they split into 2 tickets allocating me to seat separately with 2 kids under 10. They said its airlines policy but I flew so many times with the airlines and never had a problem. Booking through opodo etc was all good. Just trip.com have a silly excuse blaming on airlines when I fly with them few times a year. They did not bother to put 100% into sorting issue, the easiest option was to blame me on making the mistake(which I definitely haven't) so then blamed airlines. Will never ever use their service. Totally useless.

Definitely a scam. Don't deal with these people. I booked a hotel through them and when I arrived, it was the most run down place ever, in the middle of an extremely sketchy area. Completely different than how it appeared on the site. The power kept shutting off throughout the night, causing the emergency flood lights to come on, meaning myself and my friend could not sleep. We also both heard what sounded like someone trying to enter our room on two separate occasions. As two women traveling alone together we felt extremely unsafe and decided to leave the next day. The hotel was unhelpful and refused to refund us or do anything to remedy the situation. The Trip.vom reps I spoke with were helpful at first but were not able to do anything to fix the situation despite me providing proof of the problem. I advised them that I'd be issuing a chargeback if a refund wasn't granted, which it wasn't. After calling my bank and explaining the issue, they determined a chargeback would be warranted and initiated the process. Now Trip.con is sending me harassing emails accusing me of fraud and threatening me with legal action and calling the cops on me. Avoid these creeps at all costs.

Update: See their generic copy and paste response below. Why would I engage any further with a company that has done nothing besides give me a headache, try to steal from me, and harass and threaten me?

Update: I've added the pictures of my email exchanges with these lovely people. It looks like their standard response to chargebacks is to accuse their customers of fraud and threaten them. When I reminded them that it's illegal to file false police reports/lie to credit reporting agencies in the US they changed their tune REAL quick. I won't let them bully me and you shouldn't either.

I am very unhappy with trip.com. I bought a flight ticket about £1208, however, I check later. It was overpriced. Also, ticket requires to pay for boarding and seat reservation. I complained about it but i received irrelevant reply. I again complained but no one reply me. I was overpriced and also badly treated by customer service. Don't use this app. Date of experience: 18 March 2023

Trip.com not give the air tickets to customers since the first-time purchase. The in charge staff names are keep changing all the time and wasting time to solve the customer needs and requirements. This company is very irresponsible to travelers. Not willing to refund and also not take responsibility to change air ticket date. Once you buy from trip.com, you already loose the money if you have urgent case to change the date. And the will divert the reason as airlines' policy every time. They cannot provide evidence from the airline to customers openly and only want to take money from travelers. Trip.com is not a travel agency, it is a scammer for me. Very very disappointed and will never use this again.

I booked a flight because Jetblue have a free change policy. I've now been trying to change my flight with Trip.com for weeks and I'm stuck in a cycle of hell. This involves contacting their agents who tell me they'll request a flight change (but can't tell me the cost or indeed book it there and then), to just later receive an email saying the flight is not available anymore. It is available of course, I can see it on Jetblue's website. So in effect Trip.com are just refusing me the flight change, but doing it with out telling me in a way that leaves me wasting hours on end of my time. Avoid them at all cost. I will attempt legal action to get a full refund and compesation.

I just booked a ticket from Auckland NZ to LAX for 12th February. I panicked after reading negative posts so I contacted Trip.com customer care no 7848-96-7107. Immediately. It turned out I panicked for nothing. My ticket was issued as I was communicating with customer service. They were very helpful. I did click the button to "expedite." Not sure if it had anything to do with ticket being issued immediately. Hope this helps. It does appear they are legit so I would use Trip.com again.

DO NOT BOOK WITH TRIP.COM

Booked flights with trip.com through sky scanner.
I thought everything was fine however I received a phone call from them at 6am. This made me suspicious as any reputable firm would call at appropriate times even with a time difference so I done a quick Google search and was absolutely horrified.
Cue a full day spent on the phone to trip, Qatar airways and my bank.

My first port of call was to Qatar airways to check my flights were legit. They informed me there had been a booking for me but trip had cancelled it and to call them.
Second call was to trip who denied there was any issue. Telling me we don't understand why they would tell you these lies. Your booking is safe ma'am. Then nothing but silence for a while.
Third call was to my bank to get assistance. Where a charge back was being actioned.

My flights alone were over £3000 for 2 so definitely not pocket change. After my bank contacted them they emailed me and said I could get a refund if I cancelled the charge back and paid a £652 cancellation fee per ticket. They were told the charge back would remain in place until a full refund was provided as per Qatar airways refund policy. Then changed their story to I have already received a refund and I'm leaving them out of pocket.
Since then I have received threatening emails telling me they will call the police, have me done with fraud, contact credit companies etc.here is a snippet of 1 email from them.

(1.Trip.com points will be deducted from your account and your future bookings on Trip.com may be affected.

2.Trip.com will actively pursue remedies including but not limited to: commence legal proceedings against you; reporting the matter to the police and actively cooperating with the investigation; reporting the matter to other government departments, supervisory authorities and complaining to card associations.

3.The card associations will investigate into this matter upon our appeal and your various fraudulent misrepresentations would be found and further reflected on your credit record.)

I don't currently have flights, have multiple different reference numbers for the same booking and was never informed from them the flight was cancelled. They're arguing I have already received a refund but how can I have had a full refund if I need to pay a fee to receive one.
If I hadn't been suspicious I dread to think the position I would be in upon arrival at the airport or like other people stuck at their destination without a flight home.

Unfortunately the saga isn't finished yet even though Im several months down the line but will update in due course.

Only gave 1 star because you can't give none
Happy to take your money but when flights get cancelled they are worse than useless.
They have no idea what customer service is and any agent you deal with definitely does not check history and gives you the same blurb then put you on 3 minute hold so they can find the next bit of the script or email claptrap saying we will do this then they can't.
They are not authorised to even sell flights on behalf of the airlines!
Total rip off merchants using Chinese phone number and address to book so when you contact the airline you can't even get through security.

I am currently dealing with this awful company to get a refund on 3 nights I did not stay at a hotel. They assured me a refund would be no problem as long as the hotel agreed. They are stalling and talking about a "Third party" The hotel told me it was booked thru Expedia. I believe this company is a scam. DO NOT USE.

Proof of Trip.com error between mobile web page and PC web page causing cancel of flight due to reversing name - they are not responsible and try to put the blame on the customer
The given names and surnames will get reversed as of 21/03/2023, please see the video below. The key times are around 1min in and 2 min 30 seconds in, where it will be evident that in the mobile web page the given names and surname get switched compared to what happens with the PC version of the web page - the rest is for context.

Note that in the mobile browser the final accepted name under contact details is MARY ISABELLE/SMITH while in the PC browser the final accepted name under contact details is SMITH/MARY ISABELLE

As of now, not only are we not being compensated due to their mistake, but the manager kept blaming us for entering the wrong information although we sent her proof of the error on their mobile page.

So trip.com mixed up my name order of surname and given name on my flight from Wellington, New Zealand to Phnom Penh, Cambodia. I've proof that I filled it all correct and it is the company fault to send wrong one to airline.
Once found out before the flight we called them for support and we were reverted back and forth in many hours of calls to airline and trip.com until there's no options beside having to cancel my whole trip and leave the airport. The trip.com staff promised for new booked flight for me after it's cancel without any extra payment. Once call again to arrange a flight, another staff change the story and refer that it's to be investigated and no compensation or whatever and I've to wait 12hours. After 14 hours I called again, still no solutions and I'm asked to wait further. Their service guarantees mentioned clearly that if it's trip.com fault that cause customer can't onboard the flight they'll fully refund and also provide free ticket for a new one. So far we got nothing. I missed my work not sure when can I fly. Can't book new one yet as the price different is so expensive and I can't afford it. I've to pay many other extra cost to stay in NZ longer than plan, it's a real frustration, waste of money and time too.

I booked round-trip flights for July to the wrong destination (Calgary instead of Lethbridge, whoops!). As soon as the email came through and I noticed it was wrong, I called trip.com's customer service number and was told that my flights were final, subject to no changes or refunds. I called WestJet, who told me that flights could be canceled and fully refunded as long as it's done within 24 hours of the booking. I called trip.com back and they conceded that the 24-hour-full-refund was indeed a policy. But then they told me they would put in a refund request, BUT COULDN'T GUARANTEE THAT IT WOULD BE FILED FOR UP TO 24 HOURS. It's now hour 18, and I haven't been refunded, I've spoken with them again today, and they said they will call me in 4 hours to discuss the status of the claim. I'm convinced they're trying to wait me out until I no longer qualify for a refund. Don't book with Trip.com. They are sneaky and greedy.

Friend got robbed on our trip and needed to go home. Airline was extremely understanding of the situation but wasn't able to provide assistance due to the flight being booked through Trip.com (apparently they can require you to go through them for changes). A $50 fee through the airline to change my flight to one that left earlier in the day was going to be $400 through trip.com predatory modification pricing. Additionally they put my name down on the tickets wrong which caused several hours of inconvenience on the phone. Not worth it to save $25-50 unless you value your time less then that. Will never be using this company again and will advise everyone I know the same. Hope that tiny margin on my round trip ticket was worth it!

They always have misinformation about the connecting flights. I had to do self transfer at connecting airport cuz of these guys. Never rely on the Trip.com for connecting flights.

Trip has to be a legitimate scam company because he literally lied to me about a refund for 3 weeks. I booked a hotel through them, one that wasn't suppose to be charged to my card until I got to the hotel. Guess what, as soon as I hit the submit button the funds were immediately deducted from my account. I called them 3 mins after the booking to cancel and they confirmed all was good and I should receive my refund within 3-5 business days. Well that came and left and after 3 weeks and many attempts to get my money back, I called the hotel myself and they confirm that Trip.com never called them to report a cancellation and they never contacted them regarding a refund. They lied to me for 3 weeks, calling and emailing me telling me they reaching out but they never did. After I caught them in a lie that pretty much told me I'm on my own and I need to contact the hotel and they done. WTH! What kind of service is this? I will never book with this company ever again because they lie and do whatever they can to keep you money. I will do all I can to notify people to not do business with this company because if they wanted to just take my money they should've just said that from day one. Thieves!

I booked a round trip from Toronto to Montreal and got charged for the carry on even though it was included in the ticket price based on the info on the app. The carry on price was almost the same price as my flight ticket one way. I called costumer service to resolve this and not only I didn't receive any refund for the mistake I got charged for international calls with my phone provider because the phone service is not toll free and you get international mins charges. Paid additional $20 for contacting customer service and $60 for the carry on. When you want to pay less you end up paying more. Avoid if you don't want to get scammed!