Review of Trip.com


Rated 1 out of 5 stars

Worst travel website ever

Booked a flight through them, which the airline cancelled. Spent ages on hold to their incompetent staff to be assured I was being put on a different flight, which required me to get up at 4am. Woke up to find an email saying my flight change request was rejected. Forced to take a refund which was not my preferred option, which they can't even confirm if and when it'll come, as they already sent me one email saying I am not entitled to it (which they are now saying was a mistake). Spent hours on the phone to them only to find out the reason my request to be rescheduled was rejected was because their agent made a mistake. Now it's too late and they can't do anything, apparently and I have to wait up to 3 weeks for a refund. Was going to attend an important family event and now I won't. Thanks, Trip.com! You're utterly useless.

Edit: Don't be fooled by them pretending to care in their reply. I got contacted by them as a result of this review but they've done nothing to help and are shifting the blame to the airline, even though it was their agents who messed up. They are also ignoring my subject access request, which leads me to believe they are either not bound by UK law (as they are a Chinese company) or are unwilling to comply with it. Basically, if things go wrong, there appears to be no legal protection for you at all. Save yourself the heartache and book with a company that respects UK law. Things can and do go wrong and this company will not look out for you if they do.

Edit 2: Since the reply from "Rachel" (the previous agent who replied here, before they edited their response below), I've been dealing with a "customer success manager" who's now offered to "expedite" my refund request so that it only takes 5-7 working days instead of 14. As this is my legal right, I am not sure why they think it's so amazing of them to do the absolute minimum, plus they previously said the unreasonably long time was due to the airline and not them, so that was obviously another blatant lie. They've also offered me $50 to use on their site, which I find absolutely insulting considering I am missing out on an experience I'll never be able to get back because of their incompetence and scammy behaviour. Also useless, as I will never use their site again. They are still ignoring my subject access request (the one that would prove I repeatedly told them I did not want to cancel my booking). I have started the process of reporting them to trading standards and will also be reporting them to the information commissioner for failing to provide my personal information. I am also in the process of writing an article about my experience in order to warn others to avoid this company.

Final edit: I will not be attending the event which was my reason for travel. In spite of them pretending to care about my situation in their replies here, I have not been offered anything apart from excuses and lies by their so called "customer success manager". This company does not care and will not help you. Total scam. Don't let them ruin your summer like they ruined mine.

Date of experience: 19 July 2022

Reply from Trip.com

Dear Shimrit,

Thank you for your updated review. We regret to learn about the flight cancellations. You deserve a smooth and trouble-free experience when you travel with us. We're genuinely sorry that this trip was an exception. I understand this can be uneasy, especially when you have important events.

Rest assured, your concern will have our best and prompt attention. We will contact our relevant department to review the situation. Kindly be advised that our specialist will revert to you with possible solutions as soon as possible. Again, our deepest apologies for the situation, and we appreciate your cooperation.

Best regards,

Evon
Trip.com