Shocking service
Shocking service, 16 days of delays, and open blackmail after admitting their own mistake! (Order 1539368885626005) I am writing this review to warn everyone about how Trip.com treats its customers when their own system fails. My nightmare began on October 4 (Order No. 1539368885626005). For 16 full days, I was passed around from one support agent to another. During this endless delay, their support agent Lolita officially acknowledged and admitted Trip.com’s mistake in writing. Later agents (Tommy, James, Josie) also sent apologies acknowledging "14 days of delays and contradictory communication". However, despite admitting their own fault and promising a solution, they refused to issue a proper refund or resolve the issue, leaving me trapped in a loop of excuses. When I finally took steps to protect my rights by opening a bank dispute (chargeback) through Visa, Trip.com switched from bad service to open blackmail. Instead of refunding my money or offering compensation for the immense stress they caused, agents James and Josie started threatening me with account restrictions and penalties unless I immediately cancelled the bank dispute! Trip.com unlawfully holds my funds, pressures me as a victim, and engages in unethical blackmail to protect themselves from financial penalties. I will NOT cancel my chargeback. I am submitting all evidence, including Lolita’s admission of fault and James/Josie’s threatening emails, to regulatory consumer protection authorities. Stay away from this company! UPDATE after Trip.com's "investigation": It has now been 18 days since this ordeal began, and my money ($343.40) is STILL frozen. Because Trip.com dragged their feet for over two weeks and refused a direct refund, I am stuck waiting for the bank and Visa chargeback process to clear, meaning I cannot even use my own funds to purchase alternative tickets for my family! After pushing them into a corner with undeniable evidence of their errors and 16 days of deliberate delay, representative Jack sent an email stating: "If you don't want to cancel the chargeback, we will not pursue the amount..." They are literally trying to present a forced Visa dispute—where they had zero legal grounds to contest—as their own "voluntary, benevolent choice"! 🤣 As a Diamond Elite member, I specifically requested fair compensation (Trip Coins or a promo code) for 18 days of wasted time, gross agent misconduct, threatening emails, and severe mental stress. Result? Absolute silence. They haven't offered a single Trip Coin or genuine gesture of goodwill. Summary of Trip.com's "Diamond" Support: 1. Freeze customer funds for 18+ days due to internal errors. 2. Threaten to block account if a bank dispute is opened. 3. Pretend to be "generous" when forced to surrender to Visa rules. 4. Refuse any compensation or accountability for a top-tier client. This is a masterclass in terrible customer service. The public apologies here are purely for PR—behind the scenes, they care nothing about their loyal customers. STAY AWAY!