Most reviewers were let down by their experience overall. Customers frequently struggled with the booking process, encountering unexpected system timeouts, website errors, and duplicate reservations that seriously complicated their upcoming travel plans and itineraries. People noted that customer service representatives were completely unhelpful, often leaving urgent issues unresolved or failing to provide proper assistance during emergencies.
Furthermore, consumers experienced immense frustration trying to secure due refunds or cancellations, facing steep administrative fees and unexpected financial losses. Reviewers also pointed out unreliable pricing displays and costly ticket modifications that made managing hotel and flight reservations exceptionally difficult, confusing, and stressful.
MY WARNING ABOUT BOOKING WITH TRIP.COM
I want to share my experience with Trip.com to warn other travellers.
I attempted to book a flight and was asked to complete an authentication process. This took some time, and eventually the booking system timed out. Believing the booking had failed, I tried again and booked the same flight a second time.
Later, I discovered that I had been charged for both bookings. Both flights were on the same day, and I only travelled on one of them. The second booking was made because the system timeout led me to believe my original booking had not gone through.
I contacted Trip.com to explain what had happened and request a refund for the unused duplicate booking, but they refused.
I find this extremely disappointing. Customers should not be left paying twice because a booking system times out, especially when they act in good faith and only want to secure one flight.
I am sharing my experience so other travellers know to check their bookings and bank statements carefully whenever a payment or authentication process appears to fail.
I hope Trip.com will reconsider my case, investigate what happened and issue a fair refund for the unused duplicate booking.
Please be careful when booking through Trip.com, and always check whether a booking has gone through before trying again.
My son booked me flights to visit him in the usavia trip.com. All flights under the umbrellaof Aer Lingus. Trip.com booked the flights using their own email and phone number so Aer Lingus could not verify me there I could not discuss my concerns regarding airport assistance etc. Trip.com refused to help. I managed to contact a lovely person at Aer Lingus who sorted everything out for apart from seats on 1 leg of the flight. I tried to contact American Airlines and surprise surprise the reference given by Trip.com is incorrect. Over many emails and phone calls, all I get from Trip.com is 'don't worry your Trip is confirmed!'. As an elderly person travelling alone this whole saga has left me distressed. Trip.com are unhelpful, show no understanding and uncaring. Terrible company.
HORRENDOUS!! The only birthday surprise was how shitty this company is
HORRENDOUS!!! A word that dosent even begin to cover my horrible experience with this company. It began with no given advice or warning that check in MUST BE COMPLETED BEFORE ARRIVING AT THE AIRPORT! Frontier desk agents who were also very rude and not helpful upon arrival on time mind ypu charged us $25 per ticket print out due to check in closing on the app that you must download that closes every hour on the hour. So already $75 spent on 3 pieces of paper from rude agents we headed out for my sons birthday treat trip from Phila international to MCO Orlando round trip tickets were what we bought with a hotel package. Round trip meaning go back to where you came from right? WRONG! Somehow after receiving a confirmation email stating flight back to Philadelphia confirmed the tickets showed flying back to Trenton?! Upon calling I was told by an agent that I would not get a different answer from the supervisor that I requested to speak to 3 times, after the agent not only lied about "one way ticket insurance" after I inquired as to what the insurance covers but also decided to listen in on a conversation I was having with my children while I was being told that I was being put on hold while a supervisor is retrieved. The agent then attempted to try to hang up on me then putting me on actual hold (background music must play otherwise they are listening to your side conversations), getting back on the phone to try to dissuade me from speaking with the supervisor saying it would be easier for a call back within 4 hours. I declined multiple times having to repetively say I wish to wait to speak to a supervisor I don't care how long im on hold. Magically less then 3 minutes later a supervisor is on the phone admitting not just that the previous agent lied (one way ticket insurance does not even exist for ROUND TRIP tickets 🙄 hello? Ya think?! But also that there was a technical issue but somehow that is still my fault and not only do I not get my insurance honored that I bought but I also had to pay an extra $800 last minute to buy new tickets to fly back to where I came from ROUND TRIP!!! RUN DONT WALK FAR AWAY FROM TRIP.COM THEY ARE A SCAM AND DONT EVEN HAVE AMERICAN AGENTS ASSISTING YOU. BOYCOTT THIS COMPANY AND THEIR BS INSURANCE SCAM AS WELL!
My flight got cancelled by the BA and I was put automatically put on a much-earlier flight, while the group I was travelling with who booked directly on BA website, managed to move their flights to a different airport but same time as the original flight. Trip.com put in a request for me but came back and said BA said they can't give me the same flight as there are no seats. I contacted BA direct but was told that as the final authority of my ticket lies with Trip.com, they would have to pass on the approval to BA to get the same flight as my friends. The agent on trip.com, while superficially kind, kept insisting they would not be able to do anything about it as my earlier request had been rejected by BA. I said I just need you to transfer authority to BA but nope, no such thing....so it looks like I'll be leaving my group of friends much earlier in the day, missing the event for which I was going for. Trip.com say they're much cheaper but they weren't (I have proof) and the only reason I had booked through them was to be 'loyal'. My mistake - never again. My advice to those reading this - if the tickets aren't too different in price, book direct with the airline!!
Hello. I made a reservation via Trip.com (booking 1658113416413294) at Eklo Hotels Bordeaux by mistake. I had intended to book a stay for the same dates—September 18–22, 2026—at Eklo Hotels in Paris. I did not stay in Bordeaux, as I was actually in Paris (booking 1658113701842095). I asked Trip.com to transfer the payment made for Eklo Bordeaux to Eklo Paris and to handle the price difference. I am deeply disappointed that Trip.com did not honor this request; effectively, I lost €289.40. Other booking sites I have used in the past have been understanding about such matters. I will not recommend Trip.com to anyone, as they lack transparency and responsiveness to customer needs. I did not intend to make this mistake, but I assumed Trip.com would understand the situation and assist me. You can verify with Eklo Hotels Bordeaux that I did not stay there, as my vacation took place in Paris. Thank you.
During the checkout process on September 22, the system displayed a notification indicating that the ticket price had increased by 23.53%. I did NOT confirm, accept, or agree to this updated price, nor did I complete any final authentication Despite my lack of authorization, my credit card was charged NTD 21,306.13 on September 22.Booking Reference: 1151-496-061
If your flight is canceled it will be a nightmare to deal with the customer service. NOT EFFICIENT AT ALL, NO PROPER ANSWER and last but not least…. You still end up with NO FLIGHT!!! Avoid trip.com at all costs I will never never book through them ever again, their team is useless and won’t do anything for you.
Very disappointed. The ‘fine print’ should be made Way clearer. Don’t expect things to go as smoothly as TRIP claims it will. Really really ruined the start of what was meant to be a decent a
Holiday
Extremely disappointed with Trip.com's customer service. I'm a Diamond member and have been a valued customer, but they've completely let me down. I booked a multi-city trip Jakarta-Sydney-Melbourne with baggage allowance included. At Sydney airport, Jetstar charged me $85 AUD for hand luggage overage despite my baggage being covered on my entire journey. Trip.com refused to help or provide compensation. As a Diamond member, I expected far more compassion and support with this dispute, especially while I was traveling to my best friend's funeral. As the booking platform, they should have ensured all airlines honoured my baggage entitlements. Instead, they abandoned me. Due to this poor treatment, I will be switching to a different platform. Would not recommend.
AI created issues, duplication, and 48 hour waits are not good.
Booking site that opens new tabs every step, confused the booking entirely after a long day's night.
trip.com website bookings for accommodation gave me hotels in different cities on the same night with the same guest.
If trip.com insist on using AI but it cannot check and inform customer about duplicates or other simple issues?
Using a web browser with trip.com web address would seem logical, but it is pretty confused by trip.com's use of AI.
The customer service agent I finally managed to connect to asked repeatedly if I made the booking, which means this is a consistent issue for trip.com's A.I.
Cancellation or modification is a nightmare like customer service's telephony and 48 hour waits for anything other than taking your money.
Very hit or miss.
Terrible booked a hotel and the dates changed wouldn’t offer me a refund or cancellation wasted £350 going to delete the app they lost a valuable customer.
We hade a flight from kabul to Doha and connecting flights to London due to the Middle East conflict they cancelled our original flight from Kabul and rescheduled to the next day flight and failed to find us a connecting flight to London resulting for us not knowing what the hell we were supposed to do every time we made contact with the customer service they failed to help us in any shape of form lying to us that there are no flights going to London on time we requested and when I checked on the trip.com app there were a flight every day going to London if we were willing to buy another ticket which would cost us an extra £2000 they failed to rebook our connecting flight from Doha to London lying to us making us wait for 48 hours not knowing what’s is going on very disappointed they be hearing from solicitor soon never ever will I book anything from this website the are fraud they never help you when you are stuck
Please avoid this terrible company . I booked a ticket . When I now got to the airport earlier than the three hour window they had informed me that the gate is closed . I was also travelling with a toddler . Since then it’s been nothing but hell trying to get a refund . AVOID THIS SHAM of a company .
Would honestly give no stars if I could!!!!.. car broke down and needed to change the dates of my accommodation by 1 day. They made me jump through hoops trying to prove that my car had broken down. Then after sending proof multiple times they continuously declined it. Blaming my place of accommodation, stating that the place of accommodation refused to change the date. I rang the accommodation and they had told me the truth. That trip.com refused to change the dates without the accommodation paying a large amount of fees to trip.com and because the accommodation had already paid fees to trip.com they declined to pay any more. The accommodation was amazing. They organised independently to change the dates for us and were great. Trip.com refused any refund, refused to help but instead stressed me out in an already stressful situation. They kept ringing me at night time and not one of them could speak English properly. Don't ever ever go through trip.com. all accommodation businesses i have talked to would rather offer you a better price if you call them than pay trip.com's massive fees they charge.
The worst company ever.
They cancelled a return flight, they do not provide a possibility to book another flight. I have to ask for a refund. The refund does not include insurance and extra room for my leg. They said that I need to claim directly to the company! directly!! Why they have even a website offering to book a flights, hotel.... if they are not effective in there field.
Inacceptable.
I called to confirm with the hotel that my booking was received thru trip.com. it was received, however I was supposed to be getting an upgraded room with a desirable location on the beach, the hotel informed me that it was booked thru them as a standard room, located on the backside of the resort. Just make sure you do your homework and book a refundable rate.
The worst. They cancelled my total flight to Kuala Lumpur and just the return was possible. When I tried to get the refund because they didn’t have any alternative I received just 50% because the same day that they cancelled all I accepted a change in the connection flight. So due to this I was not able to gen my refund where they were the ones that cancelled the main flights and not options to get new dates.
Very disappointed with my car rental experience through Trip.com in Madrid.
Our first booking was with Enterprise at Madrid Airport. Upon arrival, we were informed that our boarding pass had to be from the same date as the vehicle pickup. We had arrived in Madrid just after midnight the night before and provided proof of our arrival, but no flexibility, assistance, or alternative solution was offered despite having a confirmed reservation.
As we were travelling with a large group and urgently needed transportation, we searched for another available vehicle through Trip.com and made a second booking at another Enterprise branch in the city. The booking was accepted and confirmed. However, when we arrived at the branch, we were simply told that no vehicle was available.
The most frustrating part was the complete lack of assistance. The staff did not try to help, provide alternatives, or even properly assess our situation. Trip.com Customer Service also attempted to contact the branch several times during the incident but was unable to reach anyone.
Because it was a public holiday in Spain, suitable large vehicles were extremely difficult to find at short notice. As a result, we were forced to arrange alternative transportation and shuttle services to avoid disrupting our travel plans. This caused significant inconvenience and resulted in additional expenses amounting to several thousand ringgit.
What makes this experience even more disappointing is that we only proceeded with the second booking after confirming that debit cards were accepted by the rental provider. This information was clearly stated on the provider’s website and was also verified before we made the reservation. The driver had a valid debit card under his own name, which complied with the stated requirements.
However, when we arrived, the staff did not even review our documents, payment cards, driving licence, or IDP before informing us that no vehicle was available. Despite this, both the rental provider and Trip.com continued to focus on the credit card requirement when handling our complaint, rather than addressing the actual issue that the booked vehicle was simply unavailable.
As a repeat customer of Trip.com, I find this response unacceptable. The issue was not that we failed to meet the rental requirements; the issue was that the vehicle we had successfully booked and paid for was not provided. Instead of acknowledging this, responsibility was shifted to the customer while the supplier’s failure to fulfil the reservation was largely ignored.
After all the inconvenience, disruption to our travel plans, stress, and additional expenses incurred, the only compensation offered was 3,000 Trip Coins (approximately USD30). This does not come close to reflecting the actual losses we suffered or the poor experience we endured.
I have used Trip.com many times before and have generally had positive experiences. Unfortunately, this case was handled very poorly. I hope Trip.com improves its supplier management, customer support, and complaint resolution process so that other travellers do not experience the same frustration.
SCAMMING!!Worst experience ever!!!!
They booked us 4 tickets from londom to Faro and cancelled 3 of them . It ended up by buying tickets on our own. The customer service is horrible. One of them called Joy, she is not helpful at all.
Worst company! Avoid it !
21 May 2026
Unprompted review
I am extremely dissatisfied with my experience using Trip.com. After a technical glitch in their system, they accused me of voluntarily canceling my Dubai-Bahrain-Moscow tickets for May 2nd. Despite multiple inquiries, they provided no evidence—no PNR records, no IP data—just repeated claims that I canceled shortly after purchase. As a result, I was forced to buy new tickets at a significant markup. They refunded only 40%, with no compensation for their mistake. I strongly advise against using Trip.com, as this experience has shown a serious risk of financial loss. currently disputing the cancellation of my flight from Dubai on 2 May.
Alex Iakovlev
The team informed me that the booking was cancelled by myself; however, I never cancelled this flight. I also did not receive any cancellation confirmation email or notification from Trip.com. The only thing I received was a 40% refund, which came as a complete surprise. I need to mention that this refund happened just in a couple of hours after booking without any cancellation message.
I honestly do not understand how this could have happened. According to the cancellation time provided, it occurred at approximately 7:25 AM, when I was asleep in bed and not using my phone or account.
The Trip.com support team advised me that the issue would require 72 hours to investigate. Before this, we had several discussions without any real progress or clear explanation.
I have a long history of booking flights and travelling regularly, and this is the first time in my life that I have experienced such an unexpected situation. Now I fairly sure that make sense to avoid booking in this agency better to pay more and buy tickets from air company strictly.
I will keep you informed if there is any progress regarding this matter.
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