Refund "guarantee"
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", they then proceeded to ask me several times whether I was 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 I wanted a refund, 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.
Date of experience: 23 July 2022
Reply from Trip.com