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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 4,813 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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Read quite a few reviews suggesting the customer service was terrible from 2020-2021. I made the mistake of booking incorrect dates and there was information on the booking confirmation email saying we can't change dates and would need to contact the hotel directly. Tried contacting the hotel and they asked to contact Trip.com.
I messaged the service bot and was connected to a service agent, Beatrice, who was very helpful and said would call/email me within the hour with an update. Within 30mins she emailed and called confirming she liaised with the hotel and changed the dates.
Great customer service with quick turn-around. Maybe they've taken the previous reviews in mind and improved their service!
RUN AWAY NOW. Trip.com is a SCAM. It is impossible to reschedule the flight, even if the airline company cancelled your flight, not you. After my flight was cancelled by AA, I called AA and they would have changed my flight immediately free of charge had I booked from AA website directly. But since I used trip.com, I had to contact them 30+ times only to realize I was scammed. Long story short, when they "checked" the availability of other dates at first, everything looked available, but\after I told them to proceed and requested the change, they told me "oh they are no longer available now". I requested changes for 5 times back and forth and only to know everythingI requested was declined - what they offered intially was all unavailable after they check again.
Hi Wonder L.,
Thank you for bringing this to our attention. I regret to learn that your flight was cancelled and I'm sorry for the inconvenience you have encountered with the change request. Please understand that this is not the experience we want you to have from us. I am hoping that you'll allow us to redeem ourselves to you. We will contact you directly to handle your concern accordingly.
To do so, please kindly follow the below steps:
1. Please send us your detailed concern and booking details at [email protected].
2. Please include a specific indicator on your email subject line: {SiteJabber}
We look forward to your response. Your understanding is much appreciated.
Best regards,
Daria
Trip.com
The worst booking portal in the world. DO NEVER EVER TRUST THESE PEOPLE. The hotline center only speaks Indian or Chinese. They are liars, thieves and irresponsible employees (Terrible service)
Hi Nika K.,
Thank you for bringing this to our attention. I'm sorry for the inconvenience you have encountered with our service team. Please note that this is not our intention. We are committed to double-checking your concern to assist you further.
To do so, please kindly follow the below steps:
1. Please send us your detailed concern and booking details at [email protected].
2. Please include a specific indicator on your email subject line: {SiteJabber}
We look forward to your response. Your understanding is much appreciated.
Best regards,
Evon
Trip.com
There was no information on trip.com website which states I need to apply Schengen visa when I was making this booking, so I did not aware that I need to apply a Schengen visa for the short transit in Helsinki airport, therefore, Ryanair airline could not issue me the boarding pass yesterday, I am really depressed as I spent all my efforts and money to prepare this trip, and I miss my home town a lot, I really want to go back to my hometown, I took all the Covid tests and vaccines that requested for this trip but now I am unable to travel as I am unable to apply Schengen visa now because my UK visa has also expired yesterday, I contacted Trip.com, the flights were non-refundable but they are changeable, however they can not find any flights available to change but they should issue me refund by their voucher at least for me to change the flight later when the connecting flight becomes available, i have been waiting for more than 3 days, still no response from them!
Hi X L.,
Thank you for bringing this to our attention. I regret to learn about the unpleasant experience you've encountered with your flight reservation. I understand our apologies are not enough, and please allow us to get this straightened out for you.
To assist you better, please kindly follow the below steps:
1. Please send us your detailed concern and booking details at [email protected].
2. Please include a specific indicator on your email subject line: {SiteJabber}
Thank you for your cooperation and understanding. We look forward to your information.
Best regards,
Edra
Trip.com
I booked a flight, bad mistake, as the ability to change a flight does not exist in this company. I need my flight changed, they apply get a reservation and NEVER CONFIRM IT so it expires. I have even had to phone the airline direct to extend the reservation and still they do nothing and it is due to expire again on the 15 01 22. A week of no help, no phone number for a complaints department, no manager to speak to. Numerous phone calls to people who cannot do this. I NEED HELP WHY CAN'T YOU DO THIS.
Hello M C,
Thank you for your feedback. We have seen your review related to the same concern in other platforms. We are sorry for the inconvenience caused by the change request. Please note that we put great importance on the quality of our services and the satisfaction of our customers. We'd be happy to check the issue for you. Rest assured that we will address your concerns accordingly and contact you directly. Thank you so much for your kind understanding.
Best regards,
Daria
Trip.com
I made the mistake of once booking with trip.com. It was a very unsatisfactory experience but far worse afterwards they kept spamming me with offers and junk email. Despite clicking on the unsubscribe link at least 3 times the spam continued waking me at any time. I eventually found a way to contact them and told them there was no chance of me ever using them again and please delete all my detail which they said they would but it simply reduced the frequency for a while now 2 years later it's ramping up again. I advise you to avoid using them at all costs.
Hi Rod D.,
Thank you for bringing this to our attention. I'm sorry to learn that you have a concern about unsubscribing our service. We want to apologize for the inconvenience in this situation. Please note that this is not our intention. We are committed to double-checking your concern to assist you further.
To do so, please kindly follow the below steps:
1. Please send us your detailed concern and booking details at [email protected].
2. Please include a specific indicator on your email subject line: {SiteJabber}
We look forward to your response. Your understanding is much appreciated.
Best regards,
Evon
Trip.com
When I first contacted trip.com to cancel my flight due and receive a refund to new COVID rules making my flight untenable, well in advance of my flight, I was told to contact Swiss air. I was offered by trip at the tip a £69 refund on a £370 flight which I had booked mere weeks before. Swiss air responded to me 6 days following my email to them. The response from Swiss air advised me to contact trip.com once again.
When I spoke to trip again I was told over the phone that as I was now requesting a refund within 10 days of departure that I would only receive the tax back, however my initial contact with trip.com was on 14th December outside this 10 day window before my flight. They advised I would have to follow Swiss air's policies, following research of the Swiss Air website it clearly states they are flexible in regard to covid cancellations/rebooking.
I tried to rearrange/cancel my flight due to 10 day quarantine measures which came into place in Switzerland. These measures made my trip impossible as my inbound and outbound flights were not 10 days apart. Furthermore our accommodation and final destination was in France. We could no longer at that stage travel to France due to Covid travel restrictions.
Given that I was no longer able to travel due to Covid restrictions i felt it was unacceptable that I am only being offered a tax refund with no understanding nor flexibility. Particularly as the Swiss Air website makes it clear that they have in place measures for this very scenario. I was astounded by the abysmal customer service from both Swiss Air and Trip.com at what has been an extremely stressful time. I also do not appreciate my time being wasted being passed back and forth between Swiss Air and trip.com.
I put all this in an email to trip.com as advised over the phone, stating they could contact Swiss air and look into it properly. I received a email back which clearly demonstrated that my email was not read, asking me if I wanted a tax refund.
Don't use trip.com they are inflexible and will have you pulling your hair out.
Hi Tom M.,
Thank you for taking the time to leave us this feedback. We want to apologize for the inconvenience in your reservation. I'm sorry to learn that you have a concern about the refund. Please note that this is not the service we want you to experience from our side. We would definitely check your booking for further explaination.
To do so, please kindly follow the below steps:
1. Please send us your detailed concern and booking details at [email protected].
2. Please include a specific indicator on your email subject line: {SiteJabber}
We look forward to your response. Your understanding is much appreciated.
Best regards,
Evon
Trip.com
Absolute garbage and unprofessional. Cancelled our departing flight to florida but not the return flight. So we booked our departing flight elsewhere now we are leaving tomorrow and THEY CANCELLED OUR RETURN FLIGHTS. This gotta be the absolute dumbest brand on earth. Your WHOLE INCOME is based ON BOOKING TRIPS NOT CANCELLING THEM ON PPL. So i wouldnt recommend any one give them a single penny. STICK TO GOOGLE FOR FLIGHTS AND HOTELS. Everything these people do is full of $#*!. Hopefully these dumbasses go out of business.
Hi Raffaele R.,
Thank you for your feedback. We want to apologize for the inconvenience in your reservation. I'm sorry to learn that your flight has been cancelled. Under no circumstance can we, as a travel agency, cancel or change any flights. Please know we are subject to airline policies in this case, and there's no way we want to add any burden to you. Please know that we value our customers and are committed to assisting you. Rest assured, your concern has been received safely. We would love to help you further.
To do so, please kindly follow the below steps:
1. Please send us your detailed concern and booking details at [email protected].
2. Please include a specific indicator on your email subject line: {SiteJabber}
We look forward to your response. Your understanding is much appreciated.
Best regards,
Evon
Trip.com
The airline moved my flight at a later departure. The airline said I'm eligible for free rebooking with no fare difference, but I have to let trip.com process it. Trip.com wants me to pay US$ 170 for rebooking. When I called the airline again, they said they shouldn't be charging extra for it. I called trip.com again but they insist I pay the difference or I will not be entertained. Don't use this app for booking anything. They offer trip coins that can be used for booking hotels and flights, but when I earned more by sharing trip moments, they restricted my account saying that my activity was suspicious. They just lure you with scams just to stay with their app. SAVE YOURSELF FROM STRESS and save more money by booking directly with the airline. Don't deal with these thieves.
Dear Daniel Carlos T.,
Thank you for raising this to our attention. I'm sorry to learn that your flight had been rescheduled, and you were having difficulties with the change request. Please know this is not our intention to add frustration to our customers. And we'd love to get this straightened out for you.
To do so, please kindly follow the below steps:
1. Please send us your detailed concern and booking details at [email protected].
2. Please include a specific indicator on your email subject line: {SiteJabber}
Your understanding and cooperation are highly appreciated.
Best regards,
Edra
Trip.com
I got two flight tickets, super cheap than othet sites. I had to change or cancel them, It was imposible, they wanted to give 0 (zero) dollars of refund because of fees of cancelations. I had to contact my credit card costumer service to get a cancelation of that transaction.
Dear Carlos G.,
Thank you for your feedback. I regret to learn that you were not satisfied with the refund amount. We want to help you further on this matter.
To assist you better, please kindly follow the below steps:
1. Please send us your detailed concern and booking details at [email protected].
2. Please include a specific indicator on your email subject line: {SiteJabber}
Thank you for your cooperation and understanding. We look forward to your information.
Best regards,
Edra
Trip.com
Worst app ever. Of course it's low cost but does that mean that we need to be treated like animals? Well maybe it's not worth it. No change, no cancellation, no adapting. In the middle of a $#*!ing pandemic, are they for real?
This website makes money by ripping people off.
Hi Augustin P.,
Thank you for bringing this to our attention. We appreciate your feedback, and we are sorry for any inconvenience and unpleasant experience you've encountered. Please understand that this is not the experience we want you to receive from us. We want to look into this issue for you.
To do so, please kindly follow the below steps:
1. Please send us your detailed concern and booking details at [email protected].
2. Please include a specific indicator on your email subject line: {SiteJabber}
We look forward to your response. Your understanding and cooperation are highly appreciated.
Best regards,
Kenzie
Trip.com
After calling them multiple times, they aren't able to submit a quote for cancelling the ticket. They are just trying to delay it as much as possible so that I will eventually lose the money on the entire ticket. Just terrible tactics as a company, offer cheaper prices and then nab the customers to do anything with their ticket.
Hi Kiriti B.,
Thank you for raising this to our attention. We are sorry for any inconvenience caused to you. Please know that this is not the experience we want you to have from us. We want to look into this issue for you, and we understand that this is not a pleasant experience, but please allow us to get this straightened out for you.
To do so, please kindly follow the below steps:
1. Please send us your detailed concern and booking details at [email protected].
2. Please include a specific indicator on your email subject line: {SiteJabber}
We look forward to your response. Your understanding is much appreciated.
Best regards,
Kenzie
Trip.com
They can't help you with anything. They are the WORST travel booking company ever! I WOULD HIGHLY DISCOURAGE anyone out there from ever using TRIP.com. They should be reported to the BBB because they are scammers!
Hello Ander S.
Thank you for your feedback. If we caused any inconvenience, we are sorry for it. Please know that this is not the experience we want you to have from us. We want to know exactly how we can help you. Can you be more specific, please, so that we can identify the issue?
To do so, please kindly follow the below steps:
1. Please send us your detailed concern and booking details at [email protected].
2. Please include a specific indicator on your email subject line: {SiteJabber}
We look forward to your response. Your understanding is much appreciated.
Best regards,
Daria
Trip.com
I bought a ticket from Dublin to Istanbul on the 3rd of December, there were two flights one from Dublin to London, second from London to Istanbul on the same day, the time between the arrival of the first flight and departure of the second was 50 minutes when I went to the registration of second flight in London airport, registration had been closed and I could not fly as I understood registration closes 1 hour before the flight, it means they sold me an unflyable ticket. I missed return flights as well. I wrote to them numerous emails explaining the situation, provided proof of everything, however they try to blame everyone except them and they keep saying lies without hesitation. To tell a long story short I've lost over 1,000 euros due to them and they refused to compensate. So I am going to sue them. I have serious intentions to bring them to justice and make them liable for their actions, please those who have suffered from their services, share your story to help others understand what monsters are they. They have no service, their aim is to steal from you. SUCH Company should not be on the market! Let's join the effort to bring them to justice!
Hi George T.,
Thank you for your feedback. We would like to apologize for the inconvenience in your reservation. I'm sorry to learn that you have a concern about the refund. Please know this is not the service we want you to experience from our side. Rest assured, your concern has been received safely and we would love to assist you further.
To do so, please kindly follow the below steps:
1. Please send us your detailed concern and booking details at [email protected].
2. Please include a specific indicator on your email subject line: {SiteJabber}
We look forward to your response. Your understanding is much appreciated.
Best regards,
Evon
Trip.com
Never use this scam site, I had to cancel a flight due to severe weather to reschedule. Instead of rescheduling they canceled my flight for no refund and told me to call United Airlines
Hi Arindam C.,
Thank you for bringing this to our attention. I'm sorry to learn that you have to cancel your flight due to severe weather. Please know this is not our intention to add frustration to our customers. Rest assured, your concern has been received safely, and we would love to assist you further.
To do so, please kindly follow the below steps:
1. Please send us your detailed concern and booking details at [email protected].
2. Please include a specific indicator on your email subject line: {SiteJabber}
We look forward to your response. Your understanding is much appreciated.
Best regards,
Kenzie
Trip.com
I used trip.com for the first time ever and prepaid my stay at the holiday Inn express in lorton va. When we arrived they had our reservation but were not paid by trip com that I prepaid. I called trip.com and found out their payment goes through a third party after being asked to wait on hold while the customer service tried to correct it. I waited about 10 minutes and he called the hotel front desk. Their third party that dies the payment was in Asia and with the time difference he couldn't get the hotel paid. I had to pay a higher rate to pay for the room myself.
The rep told me that trip.com would credit my previous payment and had to give me a separate credit if I filled out information on line to get a debit credit. I wanted over an hour getting my room after driving all day.
The customer service representative was nice but it doesn't make up for my imposition, time and aggravation.
I would rate them a minus if possible
Worse experience ever
Hi Joseph B,
Thank you for bringing this to our attention. We apologize for any inconvenience and unpleasant experience caused to you for your hotel booking. Kindly know that this is not the service we want our customers to receive. Please be noted that we will address your concerns accordingly and contact you directly. We hope we can still redeem ourselves to you. To do so, please kindly follow the below steps:
1. Please send us your detailed concern and booking details at [email protected].
2. Please include a specific indicator on your email subject line: {SiteJabber}
We appreciate your understanding and cooperation.
Best regards,
Alina
Trip.com
Trip.com is a perfect example of what a failure is.
Inconsistent solutions, uncooperative, uncoordinated and a disaster.
Never use this app for hotel and flight bookings. They will randomly change it without consulting you. Purchased baggage doesn't exist and refund will mever happen. Its the biggest scam.
Their agents are arrogant but clueless of what to do
Hello Trish T.
Thank you for your feed. Regarding the issue of the failed baggage allowance purchase and refund request, we have seen your concern. I'm genuinely sorry for any inconvenience it caused you. Definitely, this is not the service we want you to receive from our side. I know my apologies wouldn't be enough, and please allow us to help you further with your concern. We'll have your booking checked, and we will contact you for an update. Your patience and understanding are highly appreciated.
Best regards,
Daria
Trip.com
I bought tickets to Tampa a few days ago. My original flight to Tampa was cancelled. I have been on the phone more than 10 times with no answers in regards to new flight to Tampa. I bought the insurance and they are now telling me I can't get tickets refunded. I tried to call airline and they done recognize the booking information. Is this company fraudulent?
Hi Cynthia L.,
Thank you for your feedback. I'm sorry to learn that you have a concern about the refund. Please know this is not our intention. Rest assured, your concern has been received safely and we would love to assist you further.
To do so, please kindly follow the below steps:
1. Please send us your detailed concern and booking details at [email protected].
2. Please include a specific indicator on your email subject line: {SiteJabber}
We look forward to your response. Your understanding is much appreciated.
Best regards,
Evon
Trip.com
Paid for my ticket but didn't get it. Extremely hard to get in touch with them and it's impossible to manage your booking in the app.
Gonna try to get a refund which I'm afraid will also be very difficult.
Hi Rasmus N.,
Thank you for bringing this to our concern. We apologize for any inconvenience and unpleasant experience caused to you, and you have yet to get the tickets. Kindly know that this is not the service we want our customers to receive. Please be noted that we will address your concerns accordingly and contact you directly. We hope we can still redeem ourselves to you. To do so, please kindly follow the below steps:
1. Please send us your detailed concern and booking details at [email protected].
2. Please include a specific indicator on your email subject line: {SiteJabber}
We appreciate your understanding and cooperation.
Best regards,
Kenzie
Trip.com
Please don't use it if you really not be worried about your trip. The customer service don't pick up and cannot really support you with the check in
I would put less than 1 star...
Hi Donato G.,
Thank you for your feedback. We regret to learn that you were having difficulties using our service. We understand that this is not a pleasant experience, but please allow us to get this straightened out for you. To do so, please kindly follow the below steps:
1. Please send us your detailed concern and booking details at [email protected].
2. Please include a specific indicator on your email subject line: {SiteJabber}
We look forward to your information. Thank you so much.
Best regards,
Edra
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 Mark J.,
Thank you for your great review! I appreciate that you shared with us the experience you had with Beatrice. Please know that we are striving every day to provide the best customer experience to our customers. We want to recognize our agent with their great job.
To do so, please kindly follow the below steps:
1. Please send us your booking details at [email protected].
2. Please include a specific indicator on your email subject line: {SiteJabber}
We look forward to your response. Thank you again for your cooperation.
Best regards,
Mavic
Trip.com