Review of Trip.com


Rated 1 out of 5 stars

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

Hi Steven,

Thank you for your feedback. I regret to know that your ticket was cancelled even though you didn't request it. I know my apologies wouldn't be enough, and please allow us to help you further with your concern. I've contacted you directly to get your booking details, and please make sure to provide your correct 11 digits Trip.com booking number for further assistance. Rest assured that your concerns will be addressed accordingly. I hope we can still redeem ourselves to you. Thank you so much for your kind understanding.

Best regards,

Rachel
Trip.com