Review Insights · App Store
Trip.com: Book Flights, Hotels
Trip.com Travel Singapore Pte. Ltd. · 37,183 ratings · ★ 4.6
4.6
★★★★★
37,183 ratings
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Top complaints - extracted from 71 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"trip"
29 negative reviews mention this · 41% of all complaints
★★★★★ "虚假宣传语言支持，歧视并驱逐特定海外用户. 这是一款存在严重虚假宣传的旅行应用。 在 App Store 的商店页面上，Trip.com 明确标注了“支持简体中文”。然而下载并注册后发现，应用内根本没有简体中文选项。 作为在全球消费数万元的老会员，我多次向其客服和高级专员反馈此问题。令人震惊的是，官方给出的答复极其傲慢。他们声称“因为平台主要面向海外用户，所以不提供简体”，并理直气壮地驱逐用户，要求习惯使用简体的海外用户去使用中国大陆版的携程软件。 这种逻辑极其荒谬。新加坡、马来西亚乃至欧美有着数千万使用简体中文的海外…" - noonelly
2
"service"
15 negative reviews mention this · 21% of all complaints
★★★★★ "Poor customer service. I am extremely disappointed with my experience with Trip.com. I accidentally booked an AirAsia flight for the wrong year while trying to purchase an urgent flight for my father. I realized the mistake almost immediately and contacted Trip.…" - Nile16626
3
"refund"
15 negative reviews mention this · 21% of all complaints
★★★★★ "Poor customer service. I am extremely disappointed with my experience with Trip.com. I accidentally booked an AirAsia flight for the wrong year while trying to purchase an urgent flight for my father. I realized the mistake almost immediately and contacted Trip.…" - Nile16626
4
"booking"
12 negative reviews mention this · 17% of all complaints
★★★★★ "虚假宣传语言支持，歧视并驱逐特定海外用户. 这是一款存在严重虚假宣传的旅行应用。 在 App Store 的商店页面上，Trip.com 明确标注了“支持简体中文”。然而下载并注册后发现，应用内根本没有简体中文选项。 作为在全球消费数万元的老会员，我多次向其客服和高级专员反馈此问题。令人震惊的是，官方给出的答复极其傲慢。他们声称“因为平台主要面向海外用户，所以不提供简体”，并理直气壮地驱逐用户，要求习惯使用简体的海外用户去使用中国大陆版的携程软件。 这种逻辑极其荒谬。新加坡、马来西亚乃至欧美有着数千万使用简体中文的海外…" - noonelly
5
"customer"
12 negative reviews mention this · 17% of all complaints
★★★★★ "Poor customer service. I am extremely disappointed with my experience with Trip.com. I accidentally booked an AirAsia flight for the wrong year while trying to purchase an urgent flight for my father. I realized the mistake almost immediately and contacted Trip.…" - Nile16626
6
"customer service"
12 negative reviews mention this · 17% of all complaints
★★★★★ "Poor customer service. I am extremely disappointed with my experience with Trip.com. I accidentally booked an AirAsia flight for the wrong year while trying to purchase an urgent flight for my father. I realized the mistake almost immediately and contacted Trip.…" - Nile16626
7
"flight"
11 negative reviews mention this · 15% of all complaints
★★★★★ "Poor customer service. I am extremely disappointed with my experience with Trip.com. I accidentally booked an AirAsia flight for the wrong year while trying to purchase an urgent flight for my father. I realized the mistake almost immediately and contacted Trip.…" - Nile16626
8
"ticket"
10 negative reviews mention this · 14% of all complaints
★★★★★ "Not supportive at all. After using trip some much and became Diamond member I with my very host opinion for every this app is zero zero helpful, after they given issues with your ticket they will back up and ask you to contact the airline by urself let someone pr…" - ESILLAH1
9
"cancel"
9 negative reviews mention this · 13% of all complaints
★★★★★ "Poor customer service. I am extremely disappointed with my experience with Trip.com. I accidentally booked an AirAsia flight for the wrong year while trying to purchase an urgent flight for my father. I realized the mistake almost immediately and contacted Trip.…" - Nile16626
10
"help"
9 negative reviews mention this · 13% of all complaints
★★★★★ "Not supportive at all. After using trip some much and became Diamond member I with my very host opinion for every this app is zero zero helpful, after they given issues with your ticket they will back up and ask you to contact the airline by urself let someone pr…" - ESILLAH1
11
"tickets"
9 negative reviews mention this · 13% of all complaints
★★★★★ "Discrimination. Doesn’t allow holders of Chinese passports to purchase event tickets (get this, the event is in CHINA). Being discriminated by Chinese as a Chinese, is irony at its best ;)" - hhhhhhsfefv
12
"money"
9 negative reviews mention this · 13% of all complaints
★★★★★ "Terrible Customer Service. I’ve spent so much money on this stupid platform because it’s the most foreigner friendly one for bookings in China. I recently had a terrible hotel experience, so I had to request a refund as I didn’t stay the night and booked a different …" - thicccienickie
📋 All 71 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
虚假宣传语言支持，歧视并驱逐特定海外用户
这是一款存在严重虚假宣传的旅行应用。
在 App Store 的商店页面上，Trip.com 明确标注了“支持简体中文”。然而下载并注册后发现，应用内根本没有简体中文选项。
作为在全球消费数万元的老会员，我多次向其客服和高级专员反馈此问题。令人震惊的是，官方给出的答复极其傲慢。他们声称“因为平台主要面向海外用户，所以不提供简体”，并理直气壮地驱逐用户，要求习惯使用简体的海外用户去使用中国大陆版的携程软件。
这种逻辑极其荒谬。新加坡、马来西亚乃至欧美有着数千万使用简体中文的海外华人和留学生，在 Trip.com 眼里居然被开除了“海外用户”的籍。相比之下，Booking 和 Agoda 等真正国际化的巨头全都完美支持简体中文。
技术上毫无门槛，商店页面虚假标注骗取下载，实际却刻意阉割、店大欺客。如果你是习惯使用简体中文的海外旅行者，请直接避雷这家公司，出门右转使用 Booking 或 Agoda，在这里你得不到任何作为消费者的基本尊重！
在 App Store 的商店页面上，Trip.com 明确标注了“支持简体中文”。然而下载并注册后发现，应用内根本没有简体中文选项。
作为在全球消费数万元的老会员，我多次向其客服和高级专员反馈此问题。令人震惊的是，官方给出的答复极其傲慢。他们声称“因为平台主要面向海外用户，所以不提供简体”，并理直气壮地驱逐用户，要求习惯使用简体的海外用户去使用中国大陆版的携程软件。
这种逻辑极其荒谬。新加坡、马来西亚乃至欧美有着数千万使用简体中文的海外华人和留学生，在 Trip.com 眼里居然被开除了“海外用户”的籍。相比之下，Booking 和 Agoda 等真正国际化的巨头全都完美支持简体中文。
技术上毫无门槛，商店页面虚假标注骗取下载，实际却刻意阉割、店大欺客。如果你是习惯使用简体中文的海外旅行者，请直接避雷这家公司，出门右转使用 Booking 或 Agoda，在这里你得不到任何作为消费者的基本尊重！
Not supportive at all
After using trip some much and became Diamond member I with my very host opinion for every this app is zero zero helpful, after they given issues with your ticket they will back up and ask you to contact the airline by urself let someone prove wrong I’m diamond for trip but is the us app I promise
售后是垃圾中的垃圾
酒店信息审核员和售后袁建议重新培训
Taiwan doesn’t belong to China
Taiwan is an independent country. The Taiwanese passport allows visa-free entry to significantly more countries. Taiwan has never belonged to China-and it never will.
Poor customer service
I am extremely disappointed with my experience with Trip.com.
I accidentally booked an AirAsia flight for the wrong year while trying to purchase an urgent flight for my father. I realized the mistake almost immediately and contacted Trip.com within about an hour of making the booking.
I was not asking to cancel a trip that I no longer wanted. This was an honest booking error that I reported right away. Despite this, my refund request was denied, and the alternatives offered were unreasonable.
What shocked me most was that when I asked about changing the ticket, I was quoted more than 6,335 THB in additional charges to correct a booking that originally cost me around 4,015 THB. Paying more than the value of the original ticket simply to fix an obvious mistake made no sense and felt completely unfair.
Throughout the process, customer service provided little meaningful assistance. I spent time explaining the situation and asking for help, but received mostly scripted responses and no practical solution. There seemed to be no willingness to consider the fact that the mistake was reported almost immediately after booking.
I understand that companies have policies, but there should be some level of flexibility and common sense when a customer reports an obvious error within an hour of purchase. Instead, I was left with the feeling that customer support was focused on enforcing rules rather than helping customers.
This experience has seriously damaged my trust in Trip.com. Based on how my case was handled, I would strongly encourage others to be extremely careful when booking through this platform, because if you make a simple mistake, you may find yourself paying far more than expected with very little support.
I accidentally booked an AirAsia flight for the wrong year while trying to purchase an urgent flight for my father. I realized the mistake almost immediately and contacted Trip.com within about an hour of making the booking.
I was not asking to cancel a trip that I no longer wanted. This was an honest booking error that I reported right away. Despite this, my refund request was denied, and the alternatives offered were unreasonable.
What shocked me most was that when I asked about changing the ticket, I was quoted more than 6,335 THB in additional charges to correct a booking that originally cost me around 4,015 THB. Paying more than the value of the original ticket simply to fix an obvious mistake made no sense and felt completely unfair.
Throughout the process, customer service provided little meaningful assistance. I spent time explaining the situation and asking for help, but received mostly scripted responses and no practical solution. There seemed to be no willingness to consider the fact that the mistake was reported almost immediately after booking.
I understand that companies have policies, but there should be some level of flexibility and common sense when a customer reports an obvious error within an hour of purchase. Instead, I was left with the feeling that customer support was focused on enforcing rules rather than helping customers.
This experience has seriously damaged my trust in Trip.com. Based on how my case was handled, I would strongly encourage others to be extremely careful when booking through this platform, because if you make a simple mistake, you may find yourself paying far more than expected with very little support.
Spam notifications, Does not respect notification settings
Got notifications for survey/review even after turning them off. And they have been off since the start.
Discrimination
Doesn’t allow holders of Chinese passports to purchase event tickets (get this, the event is in CHINA). Being discriminated by Chinese as a Chinese, is irony at its best ;)
trip 预定机票会出现跳票的情况，遇到这类问题处理是以内部流程优先的，而完全不考虑客人的行程，让你等在那，完全不管你
垃圾 垃圾 垃圾，出现问题只会拖，拖到你自己退票他就认为是你自己的过错
Very disappointed
This app sent me to the wrong address 20 miles out of the way in the middle of no where. I have a three year old and this is unacceptable! Anything could happen in this world I at least want to use an app that cares about its customers! Will not use again
International flight
Is a bad company
App size too large
App is wayyyy too bloated
Mr Alex tyres Ltd
Avoid-Avoid-avoid I was deceived by trip. Com , the have amazing powers of deception, lost £1900 tickets because they made a mistake on my wife name and they not add my 7 months baby on the ticket,,, unprofessional and not taking responsibility for the mistake they made,,, not recommended at all
eSim Packages
I brought a eSim package to be used in China! After paid, it redirected me to trip.com where I cannot find my order! I need the OR code to install the eSim to my iPhone! Trip.com has a bad design and it forces me to purchase airline tickets before releases the eSim information! I am in China and do not need to purchase airline tickets!
Trip.com
I have been using Trip.com for two years. The prices are ok but the customer service is very poor you will spend hours and your issues never will be solved.
Terrible service
Terrible service. Based on my experience, I strongly do not recommend using this platform.
决定删除
因为是这是XC公司旗下的，这家公司为利益勾结民间借贷干着高利贷勾当，用尽的人间最低级最下浪最卑鄙最无耻的手段，大家擦亮眼睛，宁愿到前台订房也不给他们制造利润。
Criminal site and
They are not serious they change my flights twice time the last one 12h before the flight to tell me that The date has changed ! I cancel thr flight and I go to Go voyage I find tickets available of my flight that they have changed 🫣🤯🤯🤯 it’s criminal activity that you have done with me !
Не пришли мои деньги в отель бронирования
Меня не заселяют в отель говорят что не пришли деньги на их счет. Говорят надо платит им . Верните мои деньги
Atef Tabet
It was a rip off to me I paid the fee and couldn’t not use my iPhone ESIM ( iPhone 17 pro) . I have to use my friends iPhone all the time . Ne t trip which is a month from now I WILL NOT USE TEIP APPLICATION. My rating is zero - no star
Never use this app or site for booking
I booked thru trip.com. Paid the fee. Got a confirmation number. Didn’t matter. Got to the hotel six hours from our home and they had zero record of the booking or confirmation and said that they were not obligated to give me a room based on a third party booking site. I had to pay $400 for another room for the weekend. Have to figure out how to report this to trip.com and get reimbursed the near $300 for the booking that I paid for but really never had. Do NOT ever depend on this site.
BUY DIRECTLY THROUGH THE AIRLINE INSTEAD
I bought round trip tickets for my girlfriend and I (4 tickets total) from trip.com that indicated 1x personal bag and 1x carry-on was allowed for each of us on the flights and that it was an “economy ticket”. My flight is today and they just gave me my boarding passes which showcase “economy light” on the ticket, which according to the airline policy only allows for 1x personal bag OR 1x carry-on. I tried to complain to their customer service rep but they were no help, saying that economy light was what I purchased. No I purchased economy and it indicated one of each on their app. I know for certain that it did. I wouldn’t have purchased any ticket if it hadn’t allowed for the proper luggage that we needed, what kind of idiot would do that. So now I am out an additional €140 to add luggage on the flights ($163.80).
Summary: Their app was misleading (more accurately, they lied) on how much luggage was allowed with the ticket we purchased and they provided us the wrong class of ticket. We had to buy extra baggage allowance. Just book through the airline rather than trying to save a few bucks. Lesson learned and will never use them again.
Summary: Their app was misleading (more accurately, they lied) on how much luggage was allowed with the ticket we purchased and they provided us the wrong class of ticket. We had to buy extra baggage allowance. Just book through the airline rather than trying to save a few bucks. Lesson learned and will never use them again.
机票推送不科学避雷
同样的日期出发 ， 给我折腾的多中转一次+错失申请休息酒店的机会。避雷
They don’t help
When i finish to use my reservation already booked, I will delete this app Trip.com because I confused with one reservation and they don’t want to help me cancel it 👎🏻👎🏻
So bad
Many credit cards display incorrect card number messages, and the team doesn't seem to be able to resolve the issue.
Обманывают пользователей
Прошу компанию пересмотреть алгоритмы, по которым работает их система ценообразования. На данный момент у меня аккаунт уровня Diamond и для меня билеты дороже, нежели для аккаунтов уровнем ниже! То есть чем больше ты тратишь через данный сервис и чем больше пользуешься, алгоритмы считывают тебя как лояльного клиента, который все равно купит тут. Это обман пользователя!
Don’t use! It’s the Worst - waiting up all night
I contacted Trip.com more than 24 hours before my flight to get a change request in due to a medical emergency. Now I’ve been waiting up all night because they keep saying that I need to be on standby for the change request call and still nothing has been done and they’re blaming the airline they’re booking the ticket through. Will never go through Trip.com again to book flight flights.
Scammers
Offered a full “worry free cancellation” refund for my round trip flight through Abu Dhabi (due to the recent war situation). Cancelled my cancellation request silently before departure. I repeatedly notified them the flight departure is approaching, please process the refund. It’s been over a month now. No refund processed. Scammed me for 1500 dollars.
Very bad
You giys make a wrong booking for me and i can’t cancel. Don’t use this app!!! 👎🏻
AI Button ruins it
The “ask our ai bot anything” button is in a awkward spot? Right on top of the “book now” button and the price. It’s clunky and poorly designed.
最烂的软件 没有之一
我把钱支付给trip，trip没给酒店结算导致我被酒店重复收费。一直不处理！垃圾玩意
Booking
I had just put in all my information for 5 and as I was putting in my card information refresh and when I did everything was lost and the prices went up.
STOP SENDING ME EMAILS
I canceled all the notifications but Trip still keeps sending marketing emails. Standard Chinese company. Annoying.
垃圾到不能再垃圾的App
如果你也想帐号莫名其妙被永久封禁就来使用吧！
If you’re willing to wait a month for your refund then book through them
1 star
Terrible Customer Service
I’ve spent so much money on this stupid platform because it’s the most foreigner friendly one for bookings in China. I recently had a terrible hotel experience, so I had to request a refund as I didn’t stay the night and booked a different one. I filed a chargeback with my bank, but was able to solve the issue with trip and received a refund. But because I filed a chargeback they blocked my account. I’ve had to make all my hotel booking, attraction bookings etc. using different platforms for wechat miniprograms directly with the merchants. I’ve provided so much proof that the chargeback was reversed: an official letter from my bank, and the chargeback credit reversal. Yet the refuse to lift this block. I will NEVER use this platform again. I can’t believe this is happening. I can’t even make another account because if a booking requires my passport number they automatically block my transaction after inputting that information. Horrible customer support. I’m livid, don’t they want to make money?
Trash
Can't get ahold of anyone for emergency questions. Trash service. Completely unnecessary to pay these middle men for anything. Book directly with airlines who actually will support you when you have needs and or questions.
Customer service
Very very bad
Don’t use this app unless you wanna be scammed
Lied about ticket prices. Tried to charge $200 extra after booking.
Get hard copy of receipts
Shame shame shame
Disappointed but stuck
I don’t know if this will help anyone else, but just in case: I booked tickets for the wrong date- absolutely my fault. When we were made aware of this at the airport, the ticketing agent offered-very kindly-to help us get the right tickets. She said they were “transferring” our flights, but then charged us the full price of the original tickets. This was all done at the airport in Chinese and I assumed I misunderstood with my limited Chinese and that I would be able to cancel and refund part of the original tickets from Trip.com- I can not.
After interacting with the chatbot, and then calling to speak with a service rep who “could not help,” I asked to speak with a manager who *could* help, but was just sent an email reiterating there’s nothing that can be done and did not even receive the courtesy of the promised call. Trip.com has not reflected the transfer of our tickets in the app in anyway-it still has the original flights listed ready for us to take- yet they are “unable” to refund me any part of the original price for either set of ticket. I feel stuck as there are not many foreign friendly way to buy tickets in China.
My word of caution: don’t trust the app and the airlines to communicate in your favor. They absolutely will not. I have paid the price of two trips for one.
After interacting with the chatbot, and then calling to speak with a service rep who “could not help,” I asked to speak with a manager who *could* help, but was just sent an email reiterating there’s nothing that can be done and did not even receive the courtesy of the promised call. Trip.com has not reflected the transfer of our tickets in the app in anyway-it still has the original flights listed ready for us to take- yet they are “unable” to refund me any part of the original price for either set of ticket. I feel stuck as there are not many foreign friendly way to buy tickets in China.
My word of caution: don’t trust the app and the airlines to communicate in your favor. They absolutely will not. I have paid the price of two trips for one.
Is trip.com legit?
Care to explain to me why my booking was cancelled without my consent and was refunded taxes only ? And I have been promised a call for the past week I am stranded in Egypt with no return ticket and with my money taken by your company , such incompetent team I call ur so called customer service in vain I am told someone will call me daily , what kind of service are u offering I will make sure this is posted all over
Social media you are not doing this to anyone else
#Tripcom #TripcomFail #StrandedInEgypt #TravelNightmare #CustomerServiceFail #WorstCustomerService #TravelWarning #TravelEgypt #RefundMe #ConsumerRights #DoBetter #TravelScam
Social media you are not doing this to anyone else
#Tripcom #TripcomFail #StrandedInEgypt #TravelNightmare #CustomerServiceFail #WorstCustomerService #TravelWarning #TravelEgypt #RefundMe #ConsumerRights #DoBetter #TravelScam
Не возвращают деньги
Отвратительный сервис, не хотят возвращать деньги по отмене рейса, поддержка тупит или не попросту нет, деньги авиакомпания говорит что вернула.
Отсутствует техподдержка
Купил есим, не работает, писать некому некуда, отсутствует техподдержка
SCAM
i started a free trial and called to cancel it because there was no where specific in the app to cancel your subscription. it was a pain in the butt to even get on the phone with customer service because there was no service to help with subscriptions specifically. after a long time, this man told me to disable this thing in my app and i asked to confirm that i will not be charged when my free trial ends and he said i would not be charged. a few days later i check my bank and the app charged me $59 for the annual subscription. i called to get a refund and for some reason they need so much proof and my case has been “under investigation” for over a week. and i have called for an update and they told me the same thing. i still don’t know how to cancel my subscription and i have NOT received my money back. do not trust them. i am only a freshman in college, $59 is A LOT to me, i am furious!
a terrible app
They do not recommend this application, we bought tickets to Bali from them, as a result, the flight there was canceled, rescheduled and they do not want to refund the funds. We have been sorting it out for about a month now, they politely drain us and refuse to send us mail for a pre-trial letter, I will contact Roskomnadzor after that to court because they owe us a lot of money.
Trash app
Trash Indian scam app.
do not trust trip
their customer service is all bots and they literally do not resolve any issues even if you were charged incorrectly. They will pretend to escalate it to different email teams, but you will never never ever get a resolution
差评
大差评，系统出错改了地区，在没有出票之前就找了客服，说明这个情况，客服说可以改签，补差价就行，我就没有继续追究，等出票了，我去找客服，又说不能改签，也不可以退票。系统出现的问题，最后的结果是这个费用得让顾客承担，还不可退票，不可改名字，不可改签。下单了5次，一次都没有付款成功，结果系统出错改地区的时候就付款成功了。这和诈骗有什么区别 ？垃圾软件！
Annoying notifications
I delete this app after I use it everytime. It constantly has an app icon notification for apparently no reason. Extremely annoying
Terrible
No one use this app. Hotels hate trip.com and they pretend to save you money but they don’t and if you try to edit a reservation they will charge you anyway even when it their ‘systems’ fault.
+ 21 more in the clipboard copy
Sentiment summary
91%
Positive (4-5★)
2%
Neutral (3★)
7%
Negative (1-2★)