Take Your Business Elsewhere
At first, Trip.com seemed to have solid competitive pricing and ease of access to bookings within the app. Everything seemed to go well. This was until the night of our flight out of Ho Chi Minh City to Sydney where the service was cancelled stranding us in a different country. I contacted Trip.com as I couldn't get a hold of the airline and they were absolutely useless during a highly stressful situation. I made it clear to them that I would like to find an alternative flight as I needed to get back to Sydney the next day. The person supposedly "helping me" kept telling me that they could simply not help me and that I would need to wait specifically 13 hours for them to get back to me with a resolution. I really tried to emphasise that I needed to be in Sydney the next day and I was stuck in a loop of basically being told that they can't and won't help me. They even acknowledged that there was another airline available with flights that night but they wouldn't even consider it because of a cost differential (that I was prepared to pay). I gave up at this point. 13 hours later as promised, I received a follow up email that said that there was nothing they could do in regard to my situation and just blamed the airline (who are also to blame). After the dust settled, the airline put me on a new flight the next day. Hours before this flight was to take off, I received an e-mail from trip.com requesting a change to my new flight without my permission, which I had to contact them to tell them to NOT change my flight. They only tried to intervene when it was all sorted and could've lost my seat on the flight. The prices might be good here but Trip.com take a booking fee. You pay them for a service. When the booking goes well then it's no problem. But remember this: If something happens to your booking, they will not help you. At least in my experience, they didn't even attempt to try unless you count "we'd like to express our sincerest apologies" which they started every message with whilst telling me I am absolutely on my own.