Trip.com
reviews and complaints

For my hotel booking in Italy worth $465, the hotel rooms were broken and not available. They changed my room everyday due to some issue everyday (AC, heat, plumbing, window). The rooms were way cheaper than my original booking. The AC and heat and water were not working. The commode was overflowing, the window won't lock. Breakfast was included but not provided and asked to pay additional cost. The room was different and smaller than described. Cleaning was not done for 4 days. The manager said Trip.com will process a refund but Trip.com denied. I lost mental peace and will involve my attorney if this persists. It occurred on: 20/12/2024 Refund my money to my credit card Booking Reference [protected]

Today, I booked a flight from Barcelona to Hurugada, Egypt via Trip. However, I thought it wasn't possible because it was a payment failure, so I immediately went to the official easyJet website and completed the payment, but suddenly a few minutes later, it was paid on TripCOM. I received Kakao Talk and e-mail from TripCOM that the payment was not possible, so I didn't try to pay again after that, but the payment was done as I wanted. So I asked TripCOM for a refund because the money was out, but I was only told that I couldn't get a refund because of the fee. Why do I have to take responsibility for the failure of the payment due to the malfunction of the Tripdcom website? Please refund it as soon as possible

예약번호: [protected], [protected]

- 탑승객: KIM/JOONYOUNG

- 예약 편명: U27151,U23893

I have tried to purchase a ticket. I have tried three times. The first time my bank blocked the payment as fraud. I called the bank and had that released. The next two times your program created a booking but when it came to the payment your system kept going in a circle and had be reentering the payment information which I did and the system went in a circle and wanted me to start over and wanted me to renter the payment information again. My name is Larry Please call me at +[protected]

I'm complaining that I booked September 17-23,2023 and we paid it I received an email it was September 12-17,2023 I need September 17,-23 because I have a court hearing. I canceled straight away because I really needed my money back so I could book again I don't have job that's the only money that I have. and I talked to 2 agents she said after 7-14 days and I cannot wait the day to refund my money because I want to book early so can buy a cheap ticket

Purchased a ticket Shanghai - Berlin via Istanbul (Turkish Airlines) were bought on Trip.com app on July 17, 2023.

Unfortunately, I had to cancel my flight because I checked with Turkish Airline management, in order to reserve a space for my pet in cabin and in hold, I need a flight booking number.

Turkish airlines representative failed to give me information about the availability of pet space when I didn't have any flight booking.

As I traveled as International student, I purchased the International Student ticket from Trip. Com, paid the flight ticket and called back Turkish Airline to check about the pet reservation.

However, Turkish Airlines informed me there's no space available in both cabin and cargo, thus I had to cancel my flight.

After contacting Turkish Airlines representative over 20 times and went to Turkish airlines ticket office in person in Shanghai, 1376 West Nanjing Road, Shanghai Centre, Room 522.

According Ms. Shirley, one of the representatives in Shanghai office, told me that I'm eligible for a full refund as my ticket is a VOID. I cancelled my ticket within 10 minutes of purchase.

Trip refused to refunded my ticket according to the airline policy and made me accept whatever amount that they gave in the app. This is very unfair for me as customer, as I was forced to book a ticket before I can check for an availability for a pet space, and after I booked and paid for the ticket, my money was taken by Trip but I was left unanswered about my needs. I was left with choice to fly without my pet or cancel my flight and accept the CNY 110 refund from CNY 7653 flight fees for the flight that I will not take and Trip is still able to sell the seat. According to Turkish Airlines, no money was received, and full amount was refunded to agency for a void ticket. I was forced to submit Voluntary refund request and forced to accept CNY 110 refund. How can Trip be responsible for this if according to the email you sent, you wrote that "As a travel agency, we are bound to abide by the rules and policies provided by the airlines."

Subject: Request for Refund and Feedback on Impossible Trip

Dear Sir/Madam,

I am writing to express my dissatisfaction with the trip I booked through your agency and to request a refund for the expenses incurred. I believe that the itinerary provided to me was impossible to complete within the given timeframe, resulting in significant inconvenience and financial loss.

On April 8th, I booked a trip from Manila to Philadelphia through your agency. The details of the trip were as follows:

Flight Details:

Departure: Manila to Kuala Lumpur

Duration: 4 hours

Flight: MH164

Tasks to Be Completed, Time allowance 2 hours and 5 minutes:

Depart from my plane at Gate 2 Kuala Lumpur Airport Gate 2 and proceed to Kuala Lumpur Airport Gate 1.

Go through Malaysia immigration as there was a long line.

Retrieve my checked baggage from Kuala Lumpur Gate 2. Time passed as I waited for my bag to arrive at the carousel.

Transfer to Kuala Lumpur Gate 1, which required taking a taxi as the train shuttle service had already ceased operations for the evening. The estimated travel time was approximately 25 minutes.

Check in my baggage at Gate 1 and obtain the boarding pass.

Pass through Malaysia Immigration once again.

Walk to the boarding area.

The main issue with the provided itinerary was the limited time allocated for completing these tasks. I was given a total of only 2 hours, which I found to be completely unrealistic and unfeasible, considering the various procedures involved and the distance between the gates.

Despite my best efforts to expedite the process, I, unfortunately, missed my connecting flight. It became evident that the trip I was sold was simply impossible to navigate within the given timeframe.

I strongly believe that travel agencies should ensure that the itineraries they offer are practical and achievable. In this case, the lack of consideration for crucial factors such as layover times, immigration procedures, and transportation availability has resulted in an extremely inconvenient and frustrating experience.

I kindly request a full refund of the part of the flight from Manila to Kuala Lumpur, for the expenses incurred due to the failure of the provided itinerary.

I also encourage your agency to review and improve the accuracy of the itineraries you offer to avoid similar situations for future customers. It is important to provide realistic and achievable travel plans to ensure customer satisfaction and avoid unnecessary inconveniences.

I look forward to a prompt resolution to this matter. Please get in touch with me at the provided email address if you require any additional information or clarification.

Thank you for your attention to this issue. I trust that you will take the necessary steps to rectify the situation promptly.

Sincerely,

David L. Castetter

I also complained to the BBB but they did not respond to them.

I book a ticket with them on 20 June,2022 of which they confirmed on 23 June, 2023 of a flight from Milan to lahore (Pakistan) which had a stay at Jeddah Airport (Saudia Arabia) for 27 June, 2023 which has to reach Lahore (Pakistan) on 28 June 2023. But when I reached Milan Airport on 27 June, 2023 to board on they didn't allow me to board and gave an information that Saudia Arbia is not allowing to land the flight for which they didn't allow alternative flight nor they didn't compensate any other flight for it. Then we asked them to refund our ticket of Euro 750. Trip.com didn't refund our ticket and left us hopeless at the airport. Now, today on 8 July,2023 they made a transaction of Euro 50 from my credit card automatically. All evidences are attached below.

I purchased a flight from Canada to China last month and was told according to the website, that I was able to get 100% refund for my flight if I cancelled and Trip would cover it. The flight is 6 months from now and I purposely chose to pay more for the flight because of the free cancellation due to unforeseen circumstances or Covid issues that could happen anytime since it is to China. However, after this purchase, the flight says that it will not 100% cover my cancellation refund because the flight refund was an add-on service and not part of the flight ticket price. I was not informed about this at the time of purchase and this was never mentioned in the information at the time of purchase. I felt that this was hidden from the flight information and therefore feel that this need to be clarified on their website.

My complaint

We booked flights to Thailand for our April holiday. My in-laws were going to accompany us on the trip. However, my father-in-law was diagnosed with lung cancer, and ended up in cardiac ICU. I submitted the refund request, with all the documents they requested, and they told me that they would follow up on the request with the airline. However, it has been two weeks, and then they emailed me and said that I wasn't liable for a refund, as the check-in time of the flight has passed. I actually checked with the agent on the day, and she clearly stated that I wouldn't be penalized, as the cancellation was processing. I shared that screenshot with trip.com's staff. Suddenly, they once again asked me for the documents that I have sent a previous time. So, I shared it again for a second time. Once again, they told me that I am not liable for a refund, as the airline in question doesn't have a policy on this. I went to the airline's website in question, and not only found the policy, but found that I am actually due a refund due to a medical emergency, and I shared the screenshot with the website with the agent in question. Even after all this proof, they are still trying to tell me that I am not liable for a refund. I am happy for someone to contact me so that I can share all the correspondence that I have. I have sufficient proof of everything, that proves that they will apply for a refund, that I qualify for a refund due to medical emergency. I have submitted all the documents proving that we are family, I have also submitted all medical reports, a report stating that he isn't fit to travel with travel dates included. I have included hospital details etc. I even shared the proof of the screenshots stating the medical policies of the airline as proof with them, yet no reply. Worst is, they don't even have a single agent allocated to the case. They will send numerous emails stating different things, using different names and just keep bouncing me from one person to another. This is causing me, my family and my father-in-law a lot of emotional distress. I wonder what I can do to get them to pay my refund? I have asked them for the agent's details at the airline, so that I can discuss this with them as well, yet, no reply, or they just sidestep my queries.

I have attached screenshots that is just the tip of the iceberg with my unfortunate interactions with this incompetent company.

Extra information

Booking numbers: [protected], [protected], [protected]

I bought a return from bhx to Dublin on Weds 5th April. I received an email today telling me one of the flights was cancelled. Didn’t tell me which one so I called customer services and was told I could have a full refund. I then repurchased elsewhere. I then received a miss call and a further email telling me no full refund as partial flight was allocated (after being told I was having one) phoned up the call taker was no help didn’t seem to understand why a refund was appropriate for both flights. Just really poor disappointing service. Would never use again and will bring telling all to avoid!

I would like to express my recent experience with Trip.com

1/ I purchase the above booking on Dec and tickets issued - total 4 passengers

2/ On 9Mar, we received notification return flight 9Apr IB1960 MAD to HKG, flight cancelled, there is no alternative flight options given by Iberia Airlines, honestly not satisfy, but understand its nothing to do with Trip.com, only the airline either not responsible nor professional, with no alternative given, only option for us the refund and cancel the tickets

3/ Since we booked and arranged our trip, we have no choice to purchase our tickets again, but surprisingly, same itinerary HKG to MAD 29Mar IB1961 and MAD to HKG 09Apr IB1960 is available on trip.com, only the price is approx HKD5000.00 more expensive per ticket (I checked everyday since the 9Mar till today 13Mar, both trip.com and Iberia official website) reference as below - According to your Customer Services, flight IB1960 had already cancelled, if yes, I have several questions

1/ why this sector still available for public to purchase (with price changed daily on Trip.com website) if flight cancelled, do you think this way of selling air tickets, Trip.com is not very ethical?

2/ Since I need to purchase our tickets again? should I purchase the same Itinerary from Trip.com, if yes, as a customer, I only can suspect Trip.com cancelled our tickets and resell online with a more expensive price, since this sector still available on Trip.com and Iberia official website, do you agree?

3/ Since there is no supporting evident for sector 9Apr IB1960 cancelled, but Trip.com CS insist the flight cancelled verbally (Can't explain why still available on Trip.com website)

We contacted Trip.com soon after we were informed at LBA that the flight had been cancelled on the morning of 12th December 2022, I was informed that as far as Trip.com was concerned the flight had proceeded on time and as such Trip.com would not reassign our flights.

On the morning of the flight at 06:00, when we were on our way to LBA I received a communication from AirHelp saying that our flight ‘may have been cancelled’. It recommended still attending the flight, despite AirHelp being sold to me by Trip.com you still refused to accept that the flight had been cancelled.

I sent through a photo of the departures board at LBA showing that the flight had been cancelled and a screenshot of the LBA website which also showed that the flight had been cancelled, despite this you disagreed.

I suggested to your operator (I have the transcript) that we would make our own way at our cost to Manchester, if they would assign us seats on the Manchester to Doha flight leaving at 13:05, This would have meant that we could still make our connection from Doha to Phuket and the holiday could continue as planned. You refused to do this and we missed this possible solution.

We spoke to one of your operatives at around 15:00 (this is transcripted) who suggested that we could possibly make our own way to Phuket, and claim a refund when we returned and keep our original return flights.

Because of this we took the decision to book a one way business class ticket for two from Manchester to Doha to Phuket leaving at 20:25.

We made our own way to Manchester by taxi.

On the way to Manchester Airport in the taxi I received a phone call from a Trip.com representative, this was around 16:30 (this is transcripted), I explained to him that we were on our way to Manchester Airport and would deal with the refund for outgoing flights on our return, but would like to keep our return flights, he confirmed this was ok.

Because we arrived in Phuket at 20:00 on the 13th we missed our speedboat connection to our hotel on Phi Phi island, (missing our first night which was paid for in advance). We organised a taxi from the airport to a hotel in Phuket old town for one night. I have receipts for the hotel and proof of taxi cost.

The next day the resort on Phi Phi organised a pick up for us and we arrived on the 3rd day of our holiday on Phi Phi Island.

On the 17th December I used the business lounge at the hotel to check on my emails and our flights home on the 27th December 2022, imagine how I felt when I discovered that we had NO return flights! This was 2 days before our 30th Wedding Anniversary. We had received no communication regarding this at all from Trip.com. This is completely unacceptable. I emailed Trip.com and received an email back but with no solution or help from yourselves, so we were stranded!

We had to again book one way business class tickets from Phuket to Manchester.

Arriving in Manchester Airport we again had to pay for a taxi to get home.

Once we returned home Trip.com continued our torture by still maintaining that the flight from LBA to DUB had proceeded as planned and looked to penalise us to the tune of around £2200! This was more than a month after the flight had been cancelled, how is it possible that they still could not confirm that the flight had been cancelled.

We did eventually get a full refund from you for the flights but there was no offer to help mitigate our losses.

I booked a return flight to Port Moresby in 2020 under Booking no [protected] with Trip.com (Please refer to attachment for details) I received text message and email prior to departure, claiming that the flight was cancelled by airline due to Covid-19. On 7 October 2020, I requested refund on the cancelled flights. After numerous attempts trying to reach the company, I finally reached one of the customer service agents, who claimed that the travel company and airline were under severe financial difficulties during Covid-19, they were unable to refund the money I paid to Trip.com. However, I was promised to use the money as credits for future travels with the websitethe airline. Shortly after Papua New Guinea and China (where I currently resides) partially eased border controls. I contacted Trip.com on 16 January 2023, requesting to reschedule my original cancelled flight ticket in 2023. However, despite numerous attempts to get in touch with various customer service agents at Trip.com, they still refused to honour their previous promise made to reschedule my cancelled flight tickets, claiming that the case occurred a long time ago and is no longer relevant. In summary: fully paid for the air ticket. The flight was cancelled by the airline. Then Trip.com refused refund and promised the money paid could be used for future travel. And now they refused to reschedule the flight. I just don’t understand why such things could happen to a travel company. Please kindly look into the case at your convenience, and see if you could offer any assistance on my case. Many thanks.

On 11/2, I paid trip.com $1169.70 for a Turkish Airline ticket to travel on December 17th from Atlanta to Cairo on December 17th. On the Dec. 17th my son checked in mobile boarding pass in the morning, with his passport went through security, arrived at the gate 2+ hours early, 1 hr before boarding he was denied boarding due to overbooking. My son was stranded. He had to purchase a ticket at the last minute $900 more expensive ($2000 ticket no longer $1200!). Their website says that if denied boarding they refund you your ticket and give you free airfare. Well the flight offered was 3 days later! trip.com is refusing to provide any payment for the extra costs: (new ticket $900 more expensive, uber trips to airport, arriving over a day late due to their failure to provide the ticket we paid for, hotel and food.

URGENT ATTENTION: Please see my review of 24 December where we had a horrendous experience of Rat infestation? You did not have the courtesy to contact us and explain the situation.

We look forward to hearing from you soon, before we escalate the matter.

It was a serious issue for selling us this accommodation when there was, it seems from the staff conversations, that there was a rodent problem.

When we book a hotel via your site, we expect certain standards- coming from the UK - this is appalling and something that would be dealt with seriously here in the UK. This was supposed to be/advertised as a 4* hotel?

Thank you.

Mr & Mrs Solomonsz

[protected]@ntlworld.com

Booking :17 December - 20 December 2022

Other couples in our group were; Drs Markar

Mr & Mrs Wickramanayake

I believe these 2 booked via Booking .com

Others also who joined us on the19th were: Premawardana and Nathan couples.

Absolutely shocking that we all had this dreadful to experience

On Tuesday 13th December 22 at 14.36 i asked Mr Y siddu to query about the cancellation fee the call lasted 8minutes , he called me @14.44 and I expressed my horror at the extortionate charges .I immediately asked him to cancel the request he called Trip.Com @ 14.48 and was told the cancellation request had already been processed and we would need to wait 24hrs before a decision could be decided.

On Wednesday 14th Dec 22 he was sent an email that the the fee could not be revoked .

I as the passenger personally called them @15.44 and spoke to customer services rep. by the name of Gerald I explained the situation to him and enquired WHY the request was processed within 4 minutes of the two calls made to Trip.Com.he was unable to give me a response.

I wish to complain that not enough time had been allowed for me to consider the cancellation fees.

This is obviously BAD CUSTOMER SERVICE on behalf of Trip.Com

I had booked (airline booking reference 4KZXCP, booking no. [protected]) via Trip.com on 29 august 2022, two Saudia Airlines flights istanbul to Bangkok the following routes:

11 january istanbul- bangkok -

22 january bangkok to istanbul.

the saudi airlines flight from riyad (transfer flight)was cancelled. And by trip.com I was alerted to this by.

tickets canceled but trip.com not refunding my money.