Business Profile
Travel Services
Trip.comThis business is NOT BBB Accredited.
Find BBB Accredited Businesses in Travel Services.
Reviews
Customer Review Ratings
1.85/5 stars
Average of 66 Customer Reviews
Want to share your experience?
Leave a ReviewReview Details
Review fromL.S
Date: 07/16/2025
1 starDear Trip.com Service Head,I am writing to raise a serious complaint regarding my booking for Flight EY22 scheduled on 14th July 2025, which was cancelled by the airline (******). On 15th June At 1:28 PM, I called TRIP.com asking to cancel the flight. Shortly after, I received a call from ******, who advised that there were only 7 minutes left to release the seat and that the airline couldnt accept a change after that. On her advice, she cancelled the ticket at 1:38 PM, assured me of a full refund, and said she would follow up with ****** for any change options. This was on a recorded line. At 6:00 PM, I called Trip.com again (29-minute call) and was told the airline denied the full refund because the flight had already departed, which contradicts Amandas action hours before the ********* 6:55 PM, I spoke to ******, a manager, who promised to call back after checking with ******. I received no response. Later, I spoke with Lika, a senior manager, who also assured me of a callback in one hour. Again, I heard nothing. At 7:50 PM, I called Etihad and they informed me that the cancellation occurred after the flight had departed, causing a "no-show" fee. This directly contradicts the recorded call with ******, where cancellation was done at 1:38 ***** a result, I am now stranded in a hotel with no resolution. While all other passengers have been rebooked or refunded, I am the only one left behind due entirely to Trip.coms mishandling and lack of accountability.I urgently request a full refund for the cancelled ticket as this was cancelled by your team member at 1:38 pm well before the departure .Sincerely,***** ******Trip.com
Date: 07/17/2025
Dear ***** ******,
Thank you for bringing this to our attention. We are genuinely sorry for the inconvenience. We would love to check your concern.
Please follow the below steps for further assistance.
1. Please send us your detailed concern and booking details at **********************************.
2. Please include a specific indicator on your email subject line: {Better Business Bureau}Thank you for your cooperation and understanding.
We look forward to your information.
Best regards,
*****
Trip.comL.S
Date: 07/23/2025
I have resent the email to ************************** and am still awaiting a response regarding the call with ****** (Manager) on the recorded line at 1:28 PM on July 15th.Additionally, another service manager, ******, had also assured me on July 15th at 7:50 PM that he would follow up regarding the full refund, but I have yet to receive any update.Trip.com
Date: 07/25/2025
Hi ***** ******,Thanks for taking the time to explain the issue to us, and I hope we've resolved it for you. If you need any further assistance, please don't hesitate to contact us - we're always here to help. Have a great day!Best regards,Promino Trip.comReview fromD. Y.
Date: 07/12/2025
1 starI booked a hotel with Trip.com and they sent my info to another website that booked an identical room. I ended up with duplicate reservations. No one answers their phone and they do not respond to emails. I have not yet received a refund of the duplicate booking.Trip.com
Date: 07/13/2025
Dear ****** ******,Thank you for your feedback. We're sincerely sorry for the inconvenience you have endured. Please note that we have no intention of causing you any hassles. Please know that we are constantly working to improve our service. Rest assured your concern will be addressed accordingly and our agent will contact you as well. Thank you for your cooperation and understanding!Best regards,******** Trip.comD. Y.
Date: 07/20/2025
My problem has been resolved. Thank you.Review fromTrip L
Date: 07/09/2025
5 starsDuring my recent trip to *****, I wanted to experience a local hair salon, but I faced challenges due to language barriers and not having a local account to make a reservation. The customer service team ************************* incredibly professional and friendly. They quickly found a suitable salon for me and arranged the appointment. The entire process was smooth and efficient, making my travel experience much more enjoyable. I am very grateful forTrip.com's excellent service and highly recommend it to all travelers!Trip.com
Date: 07/10/2025
Hello Trip Lu,
Thank you for your lovely words. Your satisfaction is a great boost for us to keep improving our service. Our user-friendly application will also help provide a range of options you can select from to plan your desired travel or vacation. We look forward to embarking on a beautiful journey with you soon. Have a nice day!
Best regards,
*****
Trip.comReview fromTed Z
Date: 07/08/2025
5 starsTrip.com is good and easy to use. When I need to cancel the order due to an unplanned sick, the agent try his best to cancel my booking and refund me. The whole process was fluent and efficient. Will use trip.com again.Trip.com
Date: 07/09/2025
Hello *** *****,
Thank you for your lovely words. Your satisfaction is a great boost for us to keep improving our service. Our user-friendly application will also help provide a range of options you can select from to plan your desired travel or vacation. We look forward to embarking on a beautiful journey with you soon. Have a nice day!
Best regards,
******
Trip.comReview fromKelly G
Date: 06/11/2025
1 starI booked a flight through them to *******, ******. During my booking, it clearly said in there that I can cancel 24 hrs before said flight. When I did want to cancel and it was at least a week before my flight, they said the airline policy did not allow it and I cannot get a refund. I can't even rebook for a later flight for the same reason. They will simply not work with me either. I will not be booking with this website and it makes other booking website like ********** look bad.Trip.com
Date: 06/13/2025
Dear ***** *******,
Thank you for bringing this to our attention. We are genuinely sorry for the inconvenience. We would love to check your concern.
Please follow the below steps for further assistance.
1. Please send us your detailed concern and booking details at **********************************.
2. Please include a specific indicator on your email subject line: {Better Business Bureau}Thank you for your cooperation and understanding.
We look forward to your information.
Best regards,
Una
Trip.comReview fromJudy K
Date: 06/01/2025
1 starGood day,I purchased 4 round trips for myself and family HKG-PVG-HKG on ***** Eastern.I called Trip.com customer service to change return date 2 dates later. Despite the tickets are completely unused and there is no fare difference. We were overcharged for around USD300. The agent on the phone can't explain why when the email receipt stated 'no fare difference' and clearly printed the 'change fee amount' I am still being overcharged. My only option is to pay for the amount she said or our bookings will be cancelled.Please help how can we get the overcharged amount back.****Trip.com
Date: 06/05/2025
Dear **** **,
Thank you for bringing this to our attention. We are genuinely sorry for the inconvenience. We would love to check your concern.
Please follow the below steps for further assistance.
1. Please send us your detailed concern and booking details at **********************************.
2. Please include a specific indicator on your email subject line: {Better Business Bureau}
Thank you for your cooperation and understanding.
We look forward to your information.
Best regards,
Una
Trip.comJudy K
Date: 06/15/2025
After communicating with Trip. com, it is found that Trip.com does not follow airline filed change fee. They also do Not comply with change fee on file with Trip.com website.Trip.com heavily overcharged customers change fee. Please look into the matter.Review fromBruce G.
Date: 05/23/2025
1 starTrip.com is the worst company to ever use , they say that they will match a lower price. I found a lower price $60 less a night and they would not honour it , dont do business with them not a reputable ? company !!!!!???Trip.com
Date: 05/25/2025
Dear ***** G,
Thank you for your feedback. We're sincerely sorry for the inconvenience you have endured. Please note that we have no intention of causing you any hassles. Please know that we are constantly working to improve our service. Rest assured your concern will be addressed accordingly and our agent will contact you as well. Thank you for your cooperation and understanding!
Best regards,
********
Trip.comBruce G.
Date: 05/31/2025
Trip.com did give me back ************************************************************************* 180 dollars for three night more than the hotel rate was !!!Review fromMeng Y
Date: 05/21/2025
5 starsTrip.com makes booking and managing hotel and air tickets incredibly convenient. It keeps my journey organized and up-to-date by notifying me of my flight schedules promptly and accurately, no matter where I am. The reward points system encourages me to book more through Trip.com, and I look forward to using Trip Coins for future bookings. The staff support, both online and over the phone, is efficient and friendly, ensuring that any issues are resolved smoothly.Trip.com
Date: 05/24/2025
Hello **** ****,
Thank you for your lovely words. Your satisfaction is a great boost for us to keep improving our service. Our user-friendly application will also help provide a range of options you can select from to plan your desired travel or vacation. We look forward to embarking on a beautiful journey with you soon. Have a nice day!
Best regards,
Jingjing
Trip.comReview fromZao M
Date: 05/21/2025
5 starsI recently had a great experience withTrip.com's customer service team. I needed to request a flight ticket refund, and they handled most of the process for me, all I had to do was wait for the result. The outcome was quick, and they promptly informed me. This efficient and attentive service gave me great peace of mind.Trip.comis truly a reliable travel booking platform, and I highly recommend it to everyone!Trip.com
Date: 05/21/2025
Hello Zao Mao,
Thank you for your feedback! I am so glad to hear that our agent helped you in resolving your concern. Thank you for recognizing the hard work of our colleagues in making sure that we provide the best customer experience possible for our customers. I will make sure to pass your compliment to him. We'd love to recognize our employee's efforts as well. Thank you for taking the time to write this review. Again, thank you, and have a great day!
Best regards,
Una
Trip.comReview fromZoey Y
Date: 02/27/2025
5 starsTrip.comtruly went above and beyond when I faced an unexpected flight cancellation during my travels. From the moment I reached out to their customer service team, I was met with empathy. They swiftly assisted in rebooking my flights, ensuring that I could continue my journey with minimal disruption. What impressed me the most was their proactive approach in helping with accommodation arrangements, providing me with several options that suited my needs and budget. It's rare to find such attentive service, andTrip.comhas certainly earned my trust and loyalty with their outstanding support.Trip.com
Date: 03/02/2025
Hi **** **,
Thank you so much for taking the time to leave such a wonderful review. Your willingness to share your experience with our customer support means a lot to ***
Please know that we are dedicated to consistently providing the best customer experience possible. Your feedback serves as a great motivation for us to continue improving and surpassing our customers' expectations.
Once again, we sincerely appreciate your choice in selecting our services, and we hope you have an incredible day.
Best regards,
*****
Trip.com
Trip.com is NOT a BBB Accredited Business.
To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.