Trip.comReviews 2,854

I am incredibly impressed by the exceptional service I received from Trip.com's support team. From start to finish, they demonstrated a level of care and professionalism that is truly rare in today's customer service landscape.

The support team spared no effort to clarify and overcome the situation, providing continuous feedback throughout the entire process. They kept me informed at every step, ensuring I never felt left in the dark. Their proactive communication and dedication to resolving my concerns was remarkable.

What sets Trip.com apart is their genuine commitment to customer satisfaction. The team went above and beyond, showing patience, expertise, and a sincere desire to help. This kind of attentive, responsive service is increasingly uncommon, making my experience all the more valuable.

I wholeheartedly recommend Trip.com to anyone seeking a travel platform that truly cares about its customers. This was a rare positive experience that exceeded all my expectations!

I experienced an issue with my booking due to a service misunderstanding, which resulted in one night of the stay being cancelled. Despite this inconvenience, the customer service department was extremely prompt, open, and willing to resolve the issue.
Special thanks to Peter, who handled my case exceptionally well. He managed the situation with a high level of professionalism and empathy. His approach and the way he communicates with customers are truly professional and reassuring.
Many thanks to the customer service team for their support and for efficiently resolving the matter.

I had an issue with a hotel reservation. The hotel turned me away saying they didn't have any rooms available despite my non-cancellable reservation. I contacted Trip.com to cancel, but after not getting a response from the hotel for 26 minutes, they told me my reservation could not be cancelled and it would have to remain as it was. My request had an explanation saying I did not stay at the hotel because they turned me away due to lack of rooms, but customer service probably did not read it, so they decided to not cancel my reservation and they still paid the hotel without confirmation of my stay. After my vacation I contacted customer service again to request a refund, but it took several days of back and forth between me, customer service and the hotel, who kept saying that I did stay at their hotel and that they didn't have a shortage of rooms that night, which was not true. Trip.com customer service was siding with the hotel despite customer service not getting proof of my stay from the hotel, and me sending them proof of my stay at another hotel that night. They offered me trip coins for a future booking, but that seemed unfair to me since I paid for something I did not receive. It wasn't until I threatened with starting a claim with my financial institution about this transaction that they agreed to reimburse me. In my opinion they need to modify their booking process to avoid dishonest hotels from abusing a system based on good faith. They should not pay the hotel until confirmation of a check-in is received, or at least they should read comments on cancellation request so they can find out when the hotel is not delivering services, at which point Trip.com should have the ability to hold payment to the hotel until an investigation is completed. Overall, customer service was very polite, but they did seem biased in favor of the hotel instead of me despite the provided proof. I believe that a large company like Trip.com should stand behind the service providers they represent and guarantee customer satisfaction, even if it means full reimbursement due to failed services. If they don't put the customer first, they will not be first for the customer when choosing between companies.

Outstanding Support and Professionalism

I would like to express my sincere appreciation to Taha from the Trip.com Customer Success Team.

My case was quite complicated and stressful due to unexpected travel issues, but Taha handled everything with exceptional professionalism, patience, and genuine care. She took the time to fully understand the situation, kept me informed at every step, and made a real effort to find a fair solution.

Even though the hotel refused a refund, Taha ensured that Trip.com stepped in with a meaningful goodwill gesture that truly helped balance the situation. This level of customer support shows that Trip.com values its customers and stands behind them, even in difficult circumstances.

Thanks to Taha's support, I will absolutely continue using Trip.com for my future bookings and confidently recommend the platform to others.

Thank you, Taha, for your dedication and excellent service — it made a real difference.

Booking No: **************

Had a great experience using Trip.com for both hotel and flight bookings. The platform is very user-friendly, with clear options, competitive prices, and detailed information that makes planning a trip smooth and stress-free.

Hotel bookings were easy, with a wide range of options and genuine reviews that helped me choose the right place. The booking confirmation was instant, and everything matched exactly as promised on arrival.

Flight booking was equally smooth — good fare options, flexible choices, and clear ticket details. I especially appreciated the timely notifications and updates throughout the journey.

Customer support was responsive and helpful whenever needed. Overall, Trip.com is reliable, convenient, and offers great value for money. I will definitely continue using it for future travel and highly recommend it to anyone looking for a hassle-free booking experience.

We had an issue with our recent stay, the hotel was not as illustrated and on Christmas Day we had to book another hotel due to health and safety, this was very stressful having to worry about this on Christmas Day, moving hotels with young kids.

I raised this concern to Trip.com customer service team, who after investigation offered some compensation even when the hotel declined it. This is truly exceptional service by the trip.com team, just shows what great leadership and culture they have to give compensation out of there own pocket.

This has reassured me with confidence of a reputable company and would certainly be using more often and recommending to family and friends. Would not recommend the Lumen Hotel (certainly not a 4*).

Thank you trip.com team.

The very friendly staff at KOREAN AIR are attempting to action a refund for a flight from Brisbane, Australia, to Clark, Philippines, in early July, 2025 due to a last minute cancellation on serious cancer condition of my youngest son and my requirement to avert flying and attend his hospital! I sent you numerous... repeat!, numerous... emails requesting contact - none of which were actioned and KOREAN AIR have picked up my case for the minimal refund I am entitled to. I have booked recent flight merely on fact of good price... but I remain having a very poor opinion of your customer service and commitment to your customers!

This review is to document a serious failure by Trip.com to honor its Self-Transfer Package Guarantee and to highlight the extremely poor customer service I experienced.

Travel details:

Booking reference: **************
Itinerary (Self-Transfer Package):
New Delhi (DEL) Bali (DPS)
Departure: 6:30 AM, Dec 31,2025
Arrival: 7:10 PM, Dec 31,2025
Flight: 6E1611

Bali (DPS) Melbourne (MEL)
Departure: 8:55 PM, Dec 31,2025
Arrival: 5:40 AM, Jan 1,2026
Flight: OD177

Total booking value: AU$582.20

This booking was sold with a Self-Transfer Guarantee, which explicitly states that connections are protected. However, when the first flight from Delhi to Bali was delayed, I missed my Bali to Melbourne connection. This delay, combined with the time required for baggage collection, immigration, and re-check in Bali, made the connection impossible.
Despite this being exactly the type of situation the Self-Transfer Guarantee is meant to cover, Trip.com provided no assistance at all.
I contacted customer support before missing the connection, while waiting for baggage, explaining that the delay could cause me to miss my onward flight. The representative was poorly informed and offered no guidance. After the connection was missed, I contacted Trip.com again from the airport using their VoIP service, clearly explaining that:
I was stranded at Bali airport. I was in a new country. I did not have a local phone number or internet access outside the airport. Despite this, the customer care representative:
Refused to arrange any alternative flight
Did not offer rebooking, exchange, or adjustment under the Self-Transfer Guarantee
Forced me to cancel the Bali–Melbourne flight to get some refund but has no idea when this refund will be provided or what amount will be provided.
Told me to book a new flight on my own
They later claimed they tried to contact me on the phone number provided at booking, despite being clearly informed that I had no usable phone access at the airport. This is unrealistic and highly unprofessional.
As a result, I had to book a new Bali–Melbourne flight at my own expense (US$199.50) + Plus additional baggage for approximately AU $70, as this flight was having only 20 kilos of checked in allowance while my missed flight was having 25 kilos, along with additional hotel stay, food, and transport costs. None of these expenses were supported, reimbursed, or even acknowledged by Trip.com. This entire situation caused unnecessary financial loss, stress, and completely ruined my New Year reunion plans with my family in Melbourne.
Trip.com failed on every level:
The Self-Transfer Guarantee was not honored
Customer support was ineffective and difficult to communicate with
I was forced into cancellation without alternatives
No refund clarity, compensation, or accountability was provided
I am formally demanding a full refund of the cancelled flight and compensation for the additional costs incurred due to Trip.com's failure to provide the guaranteed support.
This was one of the worst travel and customer service experiences I have ever had. I will not use Trip.com again and strongly advise others not to rely on their Self-Transfer or connection guarantees.

Had a few horrible days of an absolute nightmare experience with a third-party hotel booked via Trip and thankfully it got resolved satisfactorily and in a timely manner. Shoutout to Peter for saving the day!

Booking reference number **************)