One Star Is Too Generous – I Would Give Zero If I Could
If I could give Trip.com a negative rating, I absolutely would. One star is already far too generous. I purchased four hotel stay vouchers through Trip.com. When I tried to use the last voucher, the booking repeatedly failed despite the hotel confirming that rooms were available. Instead of helping me resolve the issue, their customer service agent told me that if I wanted to secure the booking, I would have to pay again rather than use the voucher I had already purchased. I was then informed that my account had been blocked, and the agent repeatedly refused to provide any meaningful assistance, citing “privacy and security” over and over again. No clear next steps, no resolution timeline, and absolutely no ownership of the problem. To make matters worse, another booking worth over NZD 800 was automatically cancelled by their system, triggering a refund that took three days to reach me. I formally escalated my complaint to a Duty Manager. While Trip.com eventually acknowledged in writing that the service I received did not meet their own standards, the complaint handling itself was just as disappointing. I had to follow up every single day for three days to get a response. A promised callback never happened. And after all of this, their solution was to offer NZD 50 in Trip Coins, which can only be spent on their own platform. The most frustrating part is not that a technical issue occurred. Technical issues happen. It is the complete lack of accountability, ownership, and follow-through when something goes wrong. As a paying customer, I should not have to repeatedly chase a company to investigate its own system issues, honour its commitments, or provide basic customer support. If this is how Trip.com treats customers when things go wrong, I have absolutely no confidence in their customer service. One star because Trustpilot doesn’t allow zero.