Trip.com

Experienced the same problem as others have mentioned. I was sold an Air-Canada (AC) ticket, but nothing was mentioned about transit-visa requirements. I made an attempt to change the ticket, but it was refused by trip.com mentioning that it was an AC non-refundable ticket. I talked to three different customer service reps who gave three different answers including 1. We will try to rebook you with a re-route 2. We will try to get a refund 3. We can't do anything, it is your problem. At the end, I spent three hours resolving this with AC who happily gave me a future credit, but also mentioned trip.com should have given me the same as they were the booking agency. Horrible experience and customer service -- save yourself the pain and don't fall for traps.

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M Sandhu 1 year ago

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A complete rip off!
They falsely lead you to believe you need add ons, such as their 'cancellation guarantee policy' (which does nothing other than give you pocket change back should you actually need it). If you do need to cancel for any reason then even your baggage is classed as an add-on & they refuse to refund it (which of course on a short haul flight is almost more expensive than the flight itself & they will not incur any costs for themselves - in my eyes this is stealing) I was offered less than a 3rd of my money back for absolutely zero work on their part.
Of course its all in the small print so there nothing you can do about it! Just a money making scam for those of us who unfortunately don't read the small print before the make a rushed booking! How they can justify keeping your expensive baggage fee's i will never know!! I have checked with Ryan Air and they are not charged for this, thus again, stealing your money.
They charge much more than other agents, and certainly way over the price you will be directly charged by booking with the carrier.
Avoid at all costs - I will never use this company again and will actively seek to deter others.

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Lou 1 year ago

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There was no information on trip.com website which states I need to apply Schengen visa when I was making this booking, so I did not aware that I need to apply a Schengen visa for the short transit in Helsinki airport, therefore, Ryanair airline could not issue me the boarding pass yesterday, I am really depressed as I spent all my efforts and money to prepare this trip, and I miss my home town a lot, I really want to go back to my hometown, I took all the Covid tests and vaccines that requested for this trip but now I am unable to travel as I am unable to apply Schengen visa now because my UK visa has also expired yesterday, I contacted Trip.com, the flights were non-refundable but they are changeable , however they can not find any flights available to change but they should issue me refund by their voucher at least for me to change the flight later when the connecting flight becomes available, i have been waiting for more than 3 days, still no response from them!

It was not clearly stated on their website that a Schengen visa might be required when I made the booking, and also after I made the booking, my flight details are also not stated clearly and it is not stated on the transit flight area that a Schengen visa might be required, the notice provided is inconsistent as The website page only stated baggage not checked through and on the mobile app it stated baggage not checked through and two different terminals!

The Shengen visa requirement is important information and they failed to ensure it clearly stated and it should be placed at the noticeable area. It is shameful that they amended their information quietly, just one day after I made the complaint, that is unfair!

They could not find any flights available to change, and refuse to issue any vouchers! The customer service adviser called me on Sun 16th January 22, said to minimize my loss, but I still have not heard back their solutions yet! unreliable! I am very disappointed, they tried their best to get their commission, if something happens they just simply push it to the airline company, and let you wait for ages, and they are unable to give any solution. In this case I'd better book through airline company directly next time, really disappointed after sale service. Be careful and think twice before you buy anything from this agency, they don't mind to make mistakes as they got experience to cover. Avoid this agency!

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Silvia 2 years ago

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I would like to appreciate the customer service, which I got from Owen and the team. I mistakenly made my purchase for a flight ticket and I wanted to cancel the process before issuing. Even though I contacted customer service before issuing the ticket, the ticket was issued due to technical limitations. And, because of the ticket’s policy, I was informed that I can get one-thirds of my purchase.
Despite the refund policy, Owen and his team showed empathy and solved my problem. I have to say. I was very stubborn and somewhat aggressive, but they were always very calm and professional and tried their best to figure out what they can offer.
Not only I am very happy with the result that Owen and the team offered, but also I am very satisfied with how they treated me as a valuable customer during the process.
Again, I would like to express my deep appreciation to Owen and the customer success team; their agility, patience, and flexibility.
I will use Trip.com again for my next trip!

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Gerald W. 2 years ago

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