Never Again – Disappointing Service
I have been a loyal Trip.com customer for nearly 9 years, with approx SGD700,000 spent annually on bookings. Recently, I cancelled an airport transfer just 20 minutes after the free cancellation deadline due to an incorrect pick-up time. I cancelled promptly to avoid wasting the driver's time and petrol, and immediately made a new booking through Trip.com for the correct date and time. The original transfer was never used, and the driver did not make the journey. Despite these circumstances, my refund appeal was rejected. When I requested a second review, I received another rejection within just 30 minutes, raising concerns about whether my case had been thoroughly reconsidered. While I respect cancellation policies, I had hoped for some flexibility or goodwill, especially since I continued using Trip.com's services and was willing to accept a 50% refund as a compromise. What disappoints me most is not the cancellation fee itself, but the lack of consideration for a long-standing customer relationship. After nearly 9 years of continued support, this experience has significantly affected my confidence in Trip.com's customer service. I hope management takes this feedback seriously and reviews its approach to customer loyalty and service recovery.