SmallBizGenius Analysis
Trip.com receives generally positive feedback for its user-friendly interface and competitive pricing, particularly for flights and accommodations in Asia. However, some customers report issues with flight changes, refunds, and customer service responsiveness.
Category Breakdown
Scores based on analysis of 296 recent reviews
Ease of Use
8.5/10Many reviewers find Trip.com's website and app easy to navigate and use for booking flights, hotels, and other travel services. Customers appreciate the straightforward booking procedures and quick confirmation updates, with one user stating, "The app is working well, is easy to understand."
30 reviews mention thisPricing & Value
7.8/10A significant number of reviewers mention that Trip.com offers competitive prices and good value, often finding cheaper flights and hotels compared to other platforms. Some reviewers also appreciate the discount coupons and reward system, noting, "They always have good discount coupons which make the prices very competitive."
25 reviews mention thisCustomer Service
6.5/10Customer service experiences are mixed, with some reviewers praising the helpfulness and responsiveness of Trip.com's support team, while others report difficulties resolving issues and obtaining refunds. Some reviewers specifically mentioned positive experiences with individual customer service representatives, such as Lauren Liu, while others expressed frustration with automated chat systems.
20 reviews mention thisBooking Issues & Flight Changes
5.0/10Several reviewers report issues with flight changes, cancellations, and booking errors, leading to frustration and difficulties in obtaining refunds or alternative arrangements. Some customers mention that flights were changed without adequate notice, or that they encountered discrepancies between the booking details and the actual airline policies, as one reviewer stated, "My flight was changed giving me an arrival time into Bangkok the next day. I can’t change or refund the flight."
15 reviews mention thisReliability & Trustworthiness
7.0/10While many reviewers trust Trip.com and have had positive experiences, some express concerns about the platform's reliability, citing instances of bookings not being honored or difficulties in resolving issues. Some reviewers compare Trip.com favorably to other travel booking sites, while others caution against relying solely on the platform, as one reviewer mentioned, "appears more reliable than kiwi.com which failed to process my bookings TWICE."
10 reviews mention thisApp Functionality
8.0/10Several reviewers praise the Trip.com app for its user-friendliness, real-time flight status updates, and convenient features such as airport taxi booking. Customers appreciate the app's ability to provide timely notifications and helpful information throughout their travel journey, with one user highlighting the "up to date gate information is super useful."
8 reviews mention thisPros & Cons
What Customers Love
"Easy to use for all sorts of bookings, flights, accommodations etc, confirmation updates quick."
"The flight tickets are cheaper than other platforms (for routes within East Asia or Southeast Asia though, can't say for others)"
"This website has many thing like a one stop service which you can get all from its."
"Lauren Liu from Trip.com was able to resolve an issue for us that we had with a ferry booking."
"Real-time monitoring of flights status. Perfect timing in notifications before, while and even after the flights."
Common Complaints
"My flight was changed giving me an arrival time into Bangkok the next day. I can’t change or refund the flight due to me being checked in online."
"I am requesting an immediate refund for my flight, as I haven't received it even after over a month."
"Despite having made the booking, paid for the booking and used my email to book the holiday, Trip put my partners name as the lead for the booking. This meant I couldn’t organise anything with the airline."
"One frustration flight prices change/increase at the end of the booking..."
"Overall i would recommend this company, my only niggle was my flights were changed 3 times to get back from Thailand, this i tottally understood however whilst away i kept getting messages from trip.com saying we needed to pay £400 rach to get our checked luggage back on the plane home."
Common Questions About Trip
Answers derived from customer review patterns
Is Trip legit and trustworthy?
Many users have positive experiences with Trip.com, citing competitive prices and a user-friendly platform. However, some reviewers report issues with flight changes, cancellations, and customer service responsiveness. While the majority of reviews are positive, it's advisable to carefully review booking terms and conditions and be prepared for potential issues. Overall, Trip.com can be a legitimate option for booking travel, but users should exercise caution and be aware of potential drawbacks.
Based on 20 reviewsDoes Trip have good customer service?
Customer service experiences with Trip.com are mixed. Some reviewers praise the helpfulness and efficiency of customer service representatives, particularly in resolving booking issues. However, other users report difficulties in contacting customer service, obtaining refunds, or resolving flight-related problems. The quality of customer service appears to vary, and some customers have expressed frustration with automated chat systems. Therefore, while some users have positive experiences, others may encounter challenges in getting their issues resolved.
Based on 15 reviewsIs Trip worth it for small business?
Trip.com can be a worthwhile option for small businesses seeking affordable travel arrangements, particularly for flights and accommodations in Asia. The platform's user-friendly interface and comprehensive services can streamline the booking process. However, small business owners should be aware of potential issues with flight changes, cancellations, and customer service responsiveness. It's essential to carefully review booking terms and conditions and consider alternative options if reliability and consistent customer support are paramount.
Based on 10 reviewsWhat is Trip's refund policy like?
The refund policy of Trip.com appears to be a point of concern for some users. Several reviewers report difficulties in obtaining refunds for canceled flights or booking errors. While some customers have successfully received refunds, others have experienced delays or encountered obstacles in the process. It's advisable to carefully review the refund policy before booking and to be prepared to advocate for a refund if necessary. Users should also document all communication with Trip.com and retain proof of booking and cancellation.
Based on 8 reviewsIs Trip better than Kiwi.com?
Some reviewers suggest that Trip.com is more reliable than Kiwi.com, citing instances where Kiwi.com failed to process bookings. Trip.com's guarantee that tickets will be issued by a certain time is also seen as a positive feature. However, this comparison is based on limited data, and individual experiences may vary. Users should consider their specific needs and preferences when choosing between these platforms.
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