Trip.comReviews 4,821

I paid extra during my flight booking for a "refund guarantee". When I had to cancel my flight, at first they told me I would not receive a refund, saying my ticket policy is non-refundable.

When I reminded them of my "refund guarantee", then proceeded to ask me several times was I sure I wanted to get refund, and saying the final result will be based on the airline's decision (doesn't sound like a "guarantee" to me).

Each time I responded confirming, a new customer service rep would pick up the email and ask the same questions again.

Finally after about 4-5 back and forth emails, they confirmed the refund amount which was a fraction of what I paid for the flights - when I questioned it, they said that baggage fees are non-refundable and not included in the final refund price.

Some "guarantee"... barely worth the paper it is written on.

As a result of this experience, I will NEVER be using trip.com ever again and recommend everyone to book directly via the airline instead, even if it costs extra, as when you have an issue, they make it extremely difficult for you to get the service you paid for.

We booked through them 2 months ago and flight got cancelled via JetBlue for no response and they immediately gave a refund but it didn't hit my bank account as it went back to one of Trip.com's credit card. I have not received my refund and probably will not. I have called and emails MANY times. This is the most awful experience I've ever had.

DO NOT BOOK THROUGH THEM. So awful.

THIS COMPANY IS A SCAM, I HAVE BOOKED A FLIGHT TICKET FROM DUBAI TO BANGKOK WHERE THEY HAVE RESERVE THE FAMILY NAME WITH THE FIRST NAME AND CHANGE THE GENDER.
THEY TOOK OUT THE MONEY AND I HAVE BEEN TRYING TO CONTACT THEM FOR MORE THAN 4 DAYS WHERE THEY ARE LYING BUT MENTIONING NAME CHANGES SHOULD BE DONE BY EMIRATES WHERE EMIRATES CLEARLY CONTACTED THEM AND MENTIONED NAME CHANGES ARE DONE BY THEM WITHOUT ANY APPROVAL FROM THE EMIRATES.
I DON'T RECOMMEND AT ALL TO BOOK THROUGH THIS COMPANY, IT IS MONEY WASTE AND YOU WILL BE SICK BECAUSE OF THEM.
I LOST 8000 AED AND 1000 AED TELEPHONE CALL AND ENTERED THE HOSPITAL BECAUSE I AM UNDER STRESS BECAUSE OF THEM

DO NOT USE TRIP.COM TO BOOK ANYTHING!

I had booked a round trip flight with trip.com in 2020. My flight ended up being cancelled due to the pandemic. When I spoke with them in 2020 they told me to call them when I was ready to re-book my flight. No mention of any expiry dates or other stipulations. Now that I am ready to start travelling again, I reached out to trip.com to use my credit. When I did, they informed me that my credit had expired with them one year ago. I never received any warning or communication of any kind that my credit had an expiry date. My flight was with westjet, when I called westjet, they let me know that they have been extending the credits of their canceled flights. Trip.com is trying to use westjet as a scapegoat and is blaming my expired credit on west jet. After a week of back and fourth emails and phone calls, trip.com let me know that they were extending my credit. But ONLY if I rebooked on the exact same flight that I had booked in 2020. They are expecting me to take a three week trip to Europe on two weeks notice. They are being extremely difficult and are horrible to work with. Absolutely stay far away from this company as possible. I spent $928 with trip.com to book my flight, which they have now stolen from me.

I travel at least 9 times a year all over the world. I have used many other sites to book. I used trip.com for the very first time and due to complications with COVID requirements, I missed my flight from Thailand to Incheon Korea. I called the airline first (Korean Air) and they said "your travel agent (Trip.com) should be able to change the flight for you or credit up to a year. I called booking.com and they said that the airline won't let them do that, even though the airline said that is common practice. In short, they said, your fault, too bad so sad. I have missed flights before and the travel agent has always used the money on another ticket and I just pay the difference if any. First time ever this has happened to me. Don't ever use Trip.com unless you are not human and never make mistakes--especially now. Every country has different requirements for entering their country and every document takes time to gather.

Trip.com never actually bought the tickets for my trip that I purchased with them. They didn't inform me until 2 weeks before my departure date! They told me to book a new flight and they only reimbursed a portion of the cost. They stole hundreds of dollars from me. Their customer service representatives communicated with email only, and sent paragraphs and paragraphs of unhelpful responses. They were always so callous and rude. No respect for the customer. No integrity.

Guys never ever risk your travel plans by dealing with these guys! That guarantee that tickets will be issued will give you a lot of hell! They wasn't able to issue tickets due to seats being sold out with no assistance from their end to rebook the flights for you! You'll end up doing everything by yourself. Stay away from this company.

Their customer service is non-existent. They just keep apologizing and do nothing! They left us completely stranded at Birmingham Airport and despite our many frantic phone calls, were incapable of organizing a flight for the following day. We are still waiting for an apology & compensation for our loss of £1800. 00. They haven't even refunded our flight tax, which they are legally bound to do. Please check all the other very similar reviews - they should be investigated for robbery and fraud1

Trip.com allowed me to rent a car in the US as an international person which then prevented the clerk at the rental car service at Arizona Airport to process my order because it appeared that I was an international buyer, so it put a hard stop in the system and I couldn't retrieve my car. So I ended up paying $260 for a car I didn't get, and then had to rent another car as a result spending another nearly $300. Trip.com has been emailing me every week for two months telling me to sure working on the issue and nothing has happened. Very frustrating. If they have no intention of a refund then just say it, but quit emailing me saying you're working on the issue and nothing is being done. These third party companies have proved to be distrustful.

I booked a flight leaving Italy about a month ago back to the US, however I'm unable to get on my flight because I've tested postive for covid and the US will not allow me back in the country until I test negative so I can't take the flight I booked. This is completely out of my control.

I contacted Trip.com seeing if there was a way to get a voucher or a refund on my ticket so I could book a new flight back to the US when I test negative. They won't help me out even a little bit. The lady I talked to said they can't refund or give me a voucher but that they could cancel my flight and would CHARGE A FEE for the cancelation. How does that help at all, why would I cancel if you're just going to charge me? Seriously?

Trip.com literally just took hundreds of dollars from me and will probably resell my tickets to someone else and make more money. This company has no soul and does not want to help their customers AT ALL. They just want your money and don't care if you're stuck in foreign country without a ticket home because they wouldnt refund you. Please avoid this awful company and don't give them your money.

I booked a trip to Jasper for 7 days two week ago, but changed my mind a few days ago. I cancelled the some nights in Jasper. I am very worried about they won't refund for me, actually, they refunded me very quick and I had already got the full refund in my credit card within 5 days. In the first time I called them, I made some mistake and suspected them charged me more money. They are very nice to answer my questions and spent more than half hour to answer my question. Actually, I calculated wrong. Even like that, they still agreed to refund to me when I asked to cancel some nights. Thank you. You did a good job!

Literally the worst company I have ever had to deal with. We booked flights through them right before quarantine restrictions went into effect. They have been absolutely awful about any form of refund or credit. Every time I email them they have some new excuse as to why I cannot get a refund/credit. Very dissatisfied with their customer service.

I booked a roundtrip flight Oakland CA-Vancouver BC. Flight was via L. A CA! Included layovers, changed terminals etc, no through checked bags. Decided it was way too stressful during covid, so tried to cancel. Managed to do so, accepted the loss, found a far better flight. None of this was good or easy, but did it mostly myself. Consequently, I've since received about 8 emails from different service reps, and 7+ calls, including 5 calls between 10-11 pm local time waking me up! Seriously? You'd think an international travel agent would have service reps that can calculate local global time zones, but apparently not Trip.com. I'll never use them again.

We get excited for the cheap prices at first. But if you make the mistake of buying from them, and something goes wrong with your bookong, then the customer service is really bad.
My case, I booked a flight. My reservation included two different airlines.
The first plane was late, so I lost the other 2 from a different carrier.
I was stucked in a another country because they DID NOT HELP ME. They said they will refund that money, and they did not.
I had to buy a new ticket to continue my trip.

I hate to admit but Trip is a scam at this point. Trip changed the ticket validity without notice and the compromise we made before proceeding my seat cancelation request. Clearly the ticket expires on December 31st, 2023 on airline website. And Trip told me the ticket is only valid until April 30th, 2023 without any explaination.

All of the emails I received from Trip about this problem these two days were the same context. They kept reciting that ticket expires on April 20th 2023 without any explaination. Meanwhile, they are actually expire December 31st 2023. I also clarified this with the airline and Trip decided to ignore them. No one even informed me about this in advance. Before the seat cancelation, we all agreed that the ticket expires on December 31st 2023 and the ticket will be valid by that date.

The flight I purchased was seperated out into two flights after I made the payment (red flag #1). I was then notified that only the last leg of the flight was changed by the airline to next day (24 hours added onto an already 36 hour flight!). (which is an involuntary flight change). I tried multiple multiple times to change the flight to the exact same flight the next day so the flight would make sense (reasonable right?). After a week of back and forth of daily messages with Trip.com I was told there were no more seats. I requested the next day (after long delays, no more seats. Even when the website showed 5 seats left), requested the following day after that (again, long delays, no more seats, again available seats were shown on the website). I spoke with countless representatives who all assured me they would help. Ha! My change request was cancelled 4x. With no resolution offered. I am beyond frustrated at this point. Then I tried to cancel it and they tried to charge me $400! Then I requested compensation for additional travel expenses for my original flight. THEY REFUSE.
WoW. THAT IS THE LEAST THEY COULD DO. It blows my mind how they can treat their customers this way. BEWARE.

After having to alter our plans due to COVID, customer service of Trip.com said the airline would not provide a credit, while the airlines told us directly that we would get a credit.

TLDR: trip.com is a massive scam and will cancel your flights, then fraudulently charge your card for thousands of dollars

As I mentioned in the title, I've been flying domestically and abroad for 40 years. I am going to volunteer in Ukraine and booked my flights from the US to Poland with trip.com. WORST MISTAKE in the world. I called them before booking to make sure my baggage (200 LB of refugee supplies I was flying) would be checked directly from my home airport to Warsaw (I was paying for the excess baggage). I was told YES, no problem. So I booked my ticket.
I'm leaving in 6 days, and 3 days ago I got a message about my upcoming trip and that I would have to claim my baggage in New York and re-check it at a different airport.

Ok, so they lied about the checked through baggage. Problem? My transfer in New York was for 2.5 hours from touch town in LaGuardia to take of in JFK to Poland.

I would NEVER have booked this flight if I knew about the no baggage transfer. After all it's 200 LB of supplies to wait and claim at LGA, race to JFK and then re-check again...

I made 14 calls to trip.com (totaling 3 hours and 47 minutes) about this and because they provided incorrect information, all I asked for was to move my first flight up to have a few more hours to get myself and my supplies from LGA to JFK. First 10 calls, they read off a script. 11th call, they told me they would change my flight to an earlier one.AT NO CHARGE. Then, before I even got the approval to change my flight in email, they charged my card $800 for fees.
Long story short, I marked them as fraud with my bank, and when I called again to cancel the first segment of my trip "I just want to cancel this one flight, I don't want a refund. I will purchase a separate ticket.", yup, they canceled my roundtrip and tried to charge me $1,100 (charge received and declined three times by my bank). This is after their own agents told me the flight change would be at no charge.
I have now lost the cost of this trip and have had to purchase completely new flights (4 days before I leave to Ukraine), as I have to deliver the refugee supplies by June 2.
Never, EVER use trip.com for anything.

Trip.com is the worst company you will ever encounter in your life. You will regret big time if you book anything with them.
Most irresponsible, illogical people. No professionalism, make you feel like you are taking to a wall.
Booked flights with them, had to cancel my plan for some reason. They refused to cancel so I contacted the airline directly. Airline immidiately cancell3d as per my request and issued the travel credit for full amount to trip.com as I booked through them.
But this company kept on refusing the travel credit to me.
Spent hours on calls with them, every time new representative torturing for same illogical reasons when they can see clearly on united website that credit has been issued.
Sick people here sitting and torturing the customers.
This company is a scam.