Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/12/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Incident: 07/12/2025 Trip.com Confirmation Code: **************** Frontier Reference: CB17HF I booked a ***************** round-trip flight from ******** to ******* through Trip.com. I purchased a checked-in bag and selected a seat in advance, and attempted to check in online as directed, within the 24-hour window before departure. Despite multiple attempts via the website and app, the system would not allow me to check in.I contacted support and was told a specialist team would have to coordinate with the airline to determine if I would be charged a check-in fee. This fee was never disclosed during the booking process or in any pre-flight communication.Frontiers published policy says check-in fees apply only when a customer chooses to check in at the airport, not when they are forced to do so due to system errors. This situation represents a hidden fee, being used to charge customers for a process they followed correctly but were blocked from completing by the airlines systems.This follows my prior issue with the same reservation: a $160 carry-on baggage charge that was only refunded after I submitted formal complaints to the BBB (Case #********). In both cases, ******** and its booking partner, Trip.com, have withheld refunds or imposed fees that were not clearly disclosed and only resolved the issue after escalation.Update: "If you agree to accept a randomly assigned seat, we can submit the check-in request on your behalf without any charges. However, please note that the outcome depends on real-time seat availability as informed by the airline."I request:- ******************* that I will not be charged a check-in fee for this flight - A refund of any such fee, if it was or will be charged - I wish to have no business with such a company that fraudulently takes money from vulnerable customers, and I would like a full refund of my remaining amount.- to ensure other passengers are not penalized due to "technical errors" or undisclosed fees

  Customer Answer

  Date: 07/17/2025

  Since my original submission:
  
  *       Trip.com canceled my flight without notifying me or obtaining my consent.
  
  *       Instead of refunding the amount to my original payment method, they issued a credit to my Trip.com accountwhich I did not request and do not accept.
  
  *       When I tried to rebook, the system would not allow me to proceed.
  
  *       I was informed I would be subject to a check-in fee and possibly an additional seat selection fee, although these were not made clear during the initial booking process.
  
  *       I was also unexpectedly charged an additional $140, with no proper explanation provided.
  
  These ongoing issues have caused significant disruption to my travel plans and financial stress. I believe Ive made every effort to resolve this directly with Trip.com, but their lack of transparency and inadequate customer support have left me with no choice but to seek your help. Trip.com has not offered a satisfactory resolution or demonstrated accountability for the inconvenience and financial burden this situation has caused. I am still without a viable travel option and out a significant amount of money.
  
  I would appreciate your help in reopening this complaint so it can be properly reviewed. I am prepared to provide further documentation or clarification as needed.
  
  Thank you for your attention to this matter.
  

  Business Response

  Date: 07/19/2025

  Dear Team,

  I hope you're doing well. 
  
  For this case, we've offered the passenger USD 78 to cover their loss, and they have accepted it as the final resolution. 
  
  Feel free to contact us if you have any issues.
  
  Best regards,

  Ilane

  Trip.com

  Customer Answer

  Date: 07/22/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  However, based on my experience, I remain concerned that the business may be using similar tactics with otherparticularly vulnerablecustomers that could result in improper or unauthorized charges. I respectfully ask that the BBB note this concern and continue to monitor related complaints. I am willing to provide supporting documentation if helpful.

   

  Sincerely,
  
  **** Koo ****

• Initial Complaint

  Date:07/10/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction: July 7, 2025 Amount paid: $160 USD Order Number: **************** Case Number: ******** ?Complaint:On July 7, 2025, I mistakenly purchased a $160 carry-on baggage add-on while booking a roundtrip flight from ****** to ******* through Trip.com. The purchase interface was unclear, and I only realized the additional charge after finalizing the booking. I reached out to Trip.com immediately to explain that it was a mistake and to request a refund.Despite my prompt request and the fact that the carry-on service was never used, Trip.com refused to issue a refund, citing their non-refundable policy. Instead, they offered ***** Trip Coins, which are worth only $15far below the $160 I paid.I believe this is an unreasonable and inflexible application of policy, especially for an unused service that was added in error. Ive tried to resolve this directly with the business, but they remain unwilling to refund or credit the full amount.I am requesting a full refund of $160 for the unused and mistakenly purchased carry-on baggage.

  Business Response

  Date: 07/10/2025

  Dear BBB,

  Good day.

  We would like to inform you that we have compensated the baggage fare of 160USD to guest, and guest agreed our offer. Kindly note thanks.

  Best Regards,
  
  Viki
  
  Customer Success Team

  Customer Answer

  Date: 07/10/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** Koo ****

• Initial Complaint

  Date:07/10/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a flight with Trip.com n paid approx. ***** INR. And then got it it changed and paid 4250 INR. Later the flight was cancelled by the Airline and I was informed that Im eligible for complete refund. It has been 1 month that I've not received my money they are only giving me a run around and not helping me at all

  Business Response

  Date: 07/14/2025

  Dear Officer,

  We have reached an agreement with the customer and processed a refund of AED 533 and AED 218.

  Best Regards,

  Customer Success Team

  ******

  Customer Answer

  Date: 07/19/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:07/08/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Transaction: June 9, 2025 Airline Booking Reference: DH2ZI5 Booking number: **************** I am filing a formal complaint against Trip.com for illegal charges and deceptive practices regarding a minor name correction on my flight booking.1. Arbitrary and Illegal Fee:Trip.com charged $136.90 per passenger for a minor name correction (within 3 letters), violating airline policy. ************** confirms such corrections are free when booked directly.2. False Claim of Airline-Controlled Fee:Trip.com initially claimed the fee was set by **************. This was disproven after I confirmed with the airline that no such fee applies and Trip.com independently sets its own charges.3. Fabricated Ticket Supplier and Evasion:After their first claim failed, Trip.com stated a ticket supplier required $63 per passenger for the correction. They refused to provide the suppliers name or contact info. They also promised to email me details within 30 minutes after a call,but no positive response about the questions I raised has been received. This reflects deliberate evasion and a second instance of deception.4. Misleading Comparisons:Trip.com attempted to justify its charge by citing *************** $60 urgent name-change fee (within 24 hours of departure). My request was made 25 days in advance. Their fee dropped from $136.90 to $81, then $63 inconsistent and misleading. The comparison appears designed to confuse customers and obscure their non-compliance with airline policies and **** regulations.

  Business Response

  Date: 07/10/2025

  Explained to the passenger that the 60 USD is set by the airline as a service fee for making modifications directly for agency-issued tickets (reference on airline website: ****************************************************************************). Explained to the passenger that regarding the fee associated with the name change, we adhere to the policies set by our suppliers. The fees are determined by them, and we are obligated to follow their guidelines. Due to confidentiality requirements, we are unable to disclose specific supplier information.
  Considering their feelings, we have proactively covered the name correction fee for them, totaling 1600 CNY. The name correction request is now completed, and we have updated the passenger of the result.

• Initial Complaint

  Date:06/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My family traveled to ***** on June 1st this year. My wife booked this hotel from June 1st to 5th. We arrived at the hotel around 12 pm, and a waitress opened the door for us. She told us that the elevator could not go up to the 3rd floor, and that the luggage had to be placed on the 2nd floor. The elevator was small and narrow, and could only accommodate one adult and a suitcase. My wife held my little daughter and took the small elevator with my older daughter, while I waited for the next elevator. Soon my little daughter burst into tears, and my wife asked why the elevator stopped and could not open the door? Then I hurriedly took the stairs to see what was going on. When I walked to the 2nd floor ,I tripped over a dangerous gap between two connected carpets (picture gap), which caused me to fall and injure my knee. The hotel failed to properly secure the flooring. I was very dissatisfied with the safety hazards of this hotel, so I called to cancel our reservation around 1 pm. At that time, our scheduled check-in time was 3 pm. But the operator who answered the phone refused to let us check out, saying that she had asked the waitress and the elevator was in good condition. I sent emails to explain the situation and asked to check out, but they replied pretending to care about my knee injury, and then said that there was no problem with their elevator and carpet, and they did not agree to cancel my reservation. Finally, I had to take a taxi to find another hotel. My knee hurt even more that night. The next day, I asked a French doctor to prescribe medicine for me. I dragged my injured leg around to find a pharmacy to get the medicine (picture prescription ), and then I had to take painkillers and drag my family to continue traveling with my injury. When I was injured due to uneven carpet in the hotel, the hotel not only refused to compensate me for my injury, but also refused to cancel the room reservation. Trip.com is working with the hotel to cheat customers

  Business Response

  Date: 06/27/2025

  To whom it may concern,
   
  Good day. Thank you for bringing this to our attention.
   
  I am sending this email to update you regarding the complaint raised by Mr ****** *** for their accommodation in ***** they booked through our platform.
   
  Regarding the cancellation and refund request which is raised by the guest, we negotiated several times with the hotel for an exemption as the booking is under a non-refundable and non-amendable policy. We received an update on June 26, 2025 (hotel local time) from the hotel, but they declined our request for a refund stating that they had demonstrated and explained on two separate occasions on-site to the guest about the elevator and that it is working properly except that cannot stop at 3rd floor. The guest was provided a room on the 6th floor.
  
  Trip.com always endeavors to provide the best possible experience for our customers, and we want to ensure that the guest's concern is fully addressed. We tried to reach the guest via email as they requested during our initial phone call to get more details from them but up to date, there is no email reply from the guest.
  
  After careful consideration, please note that the guest has been offered a one-time goodwill gesture on June 26, 2025 (hotel local time) to help them save some of their loss. We hope to hear from the guest.
   
  Please do not hesitate to contact me if you have any questions.
   
  Best regards,
  Rei
  Customer Support

  Customer Answer

  Date: 06/30/2025

   
  Complaint: 23509882
  
  I am rejecting this response because: I am not satisfied with their solution. I want a full refund from the hotel and compensate for my medical expenses.
  
  Sincerely,
  
  ****** ***

  Business Response

  Date: 07/02/2025

  To whom it may concern,
   
  Good day. Thank you for bringing this to our attention.
   
  Unfortunately, we did not hear from Mr ****** *** until your notification of their response to you. Please note that we are keeping the one-time goodwill gesture offered to Mr ****** *** on June 26, 2025 (hotel local time) to help them save some of their loss. They can always reply to our email or contact us should they decide to accept it in the future.

   
  Please do not hesitate to contact me if you have any questions.
   
  Best regards,
  Rei
  Customer Support

  Customer Answer

  Date: 07/10/2025

   
  Complaint: 23509882
  
  I am rejecting this response because: I want a full refund from the hotel.
  
  Sincerely,
  
  ****** ***

• Initial Complaint

  Date:06/20/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked flight tickets for 3 passengers from Trip.com, departing 06/16/2025.Their website is misleading when asking for passengers information. I tried to put last name, middle name and first name. However, there is no place to type middle name, yet only shows a given name and family name. In the following emails the company sent out for confirmation, they use first name and last name. I went back to update my name but still, there is no place to type middle name.On the flight date, I had to pay over 160 to let the counter adding middle name for 2 passengers.I reached out to the customer service. The company refused to admit the website is misleading, showing me the page without any places to type middle name. They show me a drilled down pop up that is hidden from the website, claiming middle name can be type in the given name column.This is far away from industry standards and very confusing to customers. They used different naming system together. I think this can qualify for a class action.I requested the company to update the confusing website and cover my cost for the name update.

  Business Response

  Date: 06/22/2025

  Dear Team,

  We attempted to reach the passenger for the name correction fee receipt by phone and email but received no response, so we have closed the case for now.

  If you get any reply from passenger, feel free to contact us, thanks.

  Best Regards,

  Ilane

  Customer Answer

  Date: 06/24/2025

   
  Complaint: 23484100
  
  I am rejecting this response because:

  No agreement has been reached.
  
  Sincerely,
  
  *** ****

  Business Response

  Date: 06/26/2025

  Dear officer,

  We have covered the passenger's cost and pax accepted.

  We appreciate your assistance in this case.

  Best Regards,

• Initial Complaint

  Date:06/18/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was supposed to fly on Feb 24th with my fiance, I purchased the tickets through Trip.com, I had to cancel due to illness, I was advised by my medical provider not to fly . I reached out to trip.com through the app and explained what my situation was and one of their representatives advised me to cancel as a voluntary cancelation, later on I learned that wasn't the right way because I specifically mentioned to him I was sick . They keep giving me the round around and tell me to reach out to *************** to lift the no show cancelation and the airline is telling me that Trip.com has to do it. I have been more than patient. I don't expect a full refund but at least some partial. I sent all the paperwork asked by them, showing my medical condition and a letter showing that my fiance was my sole caregiver therefore, he also had to cancel our trip. I will really appreciate any help.

  Business Response

  Date: 06/28/2025

  Dear Team,

  We hope you're doing well.

  We know you're tracking the status of this case. After reviewing the case record, we've provided the following solution to the passenger:
  

  Trip.com will cover the cancellation penalties for *******/********.

  Additionally, the airline has informed us that they received a complaint letter from the passenger and are considering waiving the cancellation fee, the result is not guaranteed.

  We haven't received a response from them yet, but we'll continue to monitor their reply and update the passenger accordingly.
  

  Please contact us if you encounter any issues.

  BR,

  Ilane

• Initial Complaint

  Date:06/12/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint against Trip.com for deceptive business practices and refusal to refund money for a booking I did not authorize. While attempting to book a hotel for May 16, the Trip.com website suddenly refreshed mid-booking and auto-filled the date as May 12the same day. I noticed the issue immediately and contacted Trip.com customer service right away. Instead of correcting it or processing a refund, I was told that their IT department would need to analyze my clicks. This was clearly just a delay tactic.From there, I was given a series of shifting excuses. Eventually, they claimed they couldnt reach the hotel (***********), and used that as a reason to deny my refund. I then contacted Hotel Mango myself: I emailed, I called, and I even went in person. The staff at *********** informed me that Trip.com handles all bookings and refunds, and that they had no authority to intervene. This directly contradicts Trip.coms claim and shows that they were dishonest and had no intention of helping from the start.Trip.com kept my $95.01 for a reservation I tried to fix immediately. They provided no resolution, no support, and no accountability. Their customer service is virtually nonexistent, and their refund process is smoke and mirrors. This company took my money and delivered nothing in return. Thats theft. Plain and simple. Companies like this should not be allowed to operate with impunity.

  Business Response

  Date: 06/15/2025

  Dear BBB Officer,
   
  Thank you for contacting us regarding booking reservation No. 1688890189355214 at Hotel Mango Airport.

  Our team has carefully reviewed the customer's concerns and taken the
  necessary steps to address them.

  We have tried to contact the customer but has not received a reply yet.

  We appreciate your patience and cooperation throughout this process and remain committed to providing our customers with the highest level of service.
  
  If the customer has any further questions or concerns, please ask them to contact us. We are always here to assist.
   
  Best regards,
  
  Frederic
  Trip.com

• Initial Complaint

  Date:06/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I needed to change a departure date on an already purchased ticket due to a family member medical emergency. Each day of calling for over 8 days now and they just keep telling me the change will be made within 24 hours. Nothing happens only repeating the same thing.

  Business Response

  Date: 06/03/2025

  Dear BBB,

  We have processed a change for the customer due to an emergency situation. We contacted the customer, and they are satisfied with the outcome.

  Best Regards,

  ******
  Senior Customer Success

• Initial Complaint

  Date:06/03/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Through Trip.com, my mother booked a *************** roundtrip ticket for my father from **** to ****** on Apr. 8th, 2025. Due to work schedule, my father had to cancel the flight. The flight was appropriately canceled within 24 hours after it was purchased. According to *************** policy, if ticket canceled in 24 hours, a full refund will be issued. However, my father only got a refund of $5. The remainder of the ticket amount of $504.40 was never refunded. Due to language barrier, I spoke on behalf of my parents to multiple "customer advisors" from ********************. I also spoke with ***************, who provided a proof/receipt that stated they refunded the money back to Trip.com. I have sent all the proof and receipts to Trip.com, but they refused to refund the full amount of $504.40.

  Business Response

  Date: 06/03/2025

  Dear Team,

  Please note we have processed a refund of cancellation fee back to pax on MAY26, and pax has a full refund now.

  Best Regards,

  ****

  Customer Answer

  Date: 06/04/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  My parents finally got their full refund after 1 month of back and forth with Trip.com!  However, I wished the issue was resolved sooner and didn't have to go through BBB to file a complaint.  You should train your "customer advisors" better instead of teaching them to lie to customers!  We will never use your services.

  Sincerely,
  
  ****** ***********