English Ctrip Omdömen 276

I have been a long-term and loyal Ctrip (Trip.com) user from 2003 to 2025, almost 22 years.
However, in recent years I’ve repeatedly encountered dishonest and unprofessional service issues.

For example, the hotel itself agreed to cancel my booking,
but Ctrip refused, claiming “the hotel disagreed.”
This pattern has happened multiple times,
and even when the case was escalated to a supervisor,
the response was merely performance-like phone updates — endless calls with no real resolution.

In addition, their visa service staff have shown a shocking lack of professionalism.
They promised to contact the UK government to expedite a visa application,
which turned out to be completely untrue.
The process took far longer than expected, causing significant financial and emotional cost to our family.

The telephone service has also become quite confrontational,
especially when I pointed out inconsistencies in their statements.
To be fair, the online text-based customer service team still maintains a polite and professional attitude.

Overall, Ctrip’s integrity, accountability, and internal coordination have seriously declined.
I sincerely hope the company can return to the reliable and customer-focused service
that made me trust it for over two decades.

I would give a zero rate if possible, it is not a reliable website, I used this website during my last international trip in China, my account was suddenly blocked with no reason while all the invoices are paid, I called the CSR, I was told the headquarter said this is a high risk account, because I made too many reservations in a short period. Why I use this website if I am not in China, it looks like this is a website is designed for China resident only, so if you travel to China, STAY AWAY from this website if your account does not have reservations monthly, or you only make one or two reservations. this website is at high risk .

I booked my flights to Hong Kong for the Silvester with Ctrip. The Hongkong Airline is good, the rate was reasonable and the communication was ok, the sales on the phone spoke not good english, but unterstandable.
It was good experience with Ctrip.

I have booked a car rental with this company on the 3rd of December as till this day I have no confirmation from this company a crowd of scammers.i stupidity booked with PayPal the are just washing there hands of it like the do I have asked them several times for company into and have got nothing. If I could give a -5 for review I would... AVOID AVOID AVOID AT ALL COSTS... SCAMMERS

A month before my trip, I booked a 7-passenger minivan through Ctrip. They reserved an automatic minivan from Enterprise. However, two business days before the trip, Enterprise called to inform me that the vehicle was unavailable. I was given the option of choosing a manual minibus or requesting a refund.

I was surprised and disappointed to learn that the vehicle I had reserved was no longer available, especially given that I had booked it well in advance (more that one month ago). I'm unsure who is to blame, but it's clear that Ctrip failed to deliver on their promise.

I reluctantly accepted the manual minibus. Enterprise stated that they would notify Ctrip of the change and refund the difference in cost.

Over 30 days later, I still haven't received the promised refund. Ctrip has repeatedly delayed the refund process.

I believe Ctrip may have taken my money and simply pretended to reserve the vehicle, knowing it was unavailable. They seem to have nothing to lose. Even if I receive a refund, they will not offer any compensation. I'm concerned that the refund process could take an unreasonably long time, perhaps even years.

I am growing increasingly frustrated and uncertain about whether I will ever receive my refund. I want to caution others about the potential unreliability of Ctrip and advise them to be wary of using their services.
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Updated.
The company finally get us the refund after 3 months. I changed the review to two stars but I still suggest everyone to stay away from this company.

I recently purchased connecting flights on Ctrip, and 12 hours before departure, I was notified that the first leg of my journey had been canceled, requiring me to reschedule. To avoid impacting the rest of my trip, I paid extra to rebook a flight for the next day. I believe I should not have had to bear this rescheduling fee.

When I called Ctrip to file a complaint, I was repeatedly told that they were not responsible and that it was the airline’s responsibility. However, the airline refused to compensate, so Ctrip would not provide any reimbursement either. I find this decision extremely unreasonable. As customers, we choose to book through your platform expecting a guarantee of our travel arrangements. The communication and negotiation between you and the airline are not my concern. All I know is that I am your customer, and if there is a need for rescheduling beyond my control, why should I be the one to bear the cost?

This experience has been very disappointing, and I urge Ctrip to reconsider their policy regarding such situations to provide better customer support and protection.

Totally stupid customers including me supporting Ctrip who is making money from all of us yet we been taken for granted.

Why I can not change my train ticket or cancel an hour before departure.
Instead of passport number, phone number was indicated and i had to give up my first class ticket with no refund and buy an economy train ticket from shenzhen to Xiamen with no seat and standing over 3 hours.

They simply do not care

I rated my regular supplier 0 in service and will not use them again snd all the people That I recommend them to use Ctrip, will request them not to

Worse ever. Please do not feed these type of organisation

我们有幸参加了携程海欧假期5日游，郑导对我们提供了许多帮助，我们很感谢郑导的服务。希望下次到美国，继续同携程海欧假期合作。特别希望继续得到郑导的服务。
John Liu

I usually don’t write reviews but this has been overwhelming frustrating. Since I couldn’t find any places to review it on the website for some reason (maybe because they are so unreliable in the first place), I wrote it here in hopes that it reaches a larger audience. The agent responsible for conducting our application for a Japanese visa kept requesting different (supposedly missing) documents. I say ‘supposedly missing’ instead of just ‘missing’ because every time we come back with the asked-for documents, they respond that we are missing different ones. When we come back with the different ones, they respond the same, until it goes full circle and they are asking for documents that we have already provided a long time ago. The only reason we didn’t submit a Japanese visa on our own is that the Japanese embassy requires us to submit through an agency, so we choose ctrip, believing it to be the most well-known of the acceptable ones listed by the Japanese embassy. After much back and forth with the agent, seemingly the only reason is my grandparents’ elderly age, because what else could we suspect? Everything else we provided. We even checked with my friend’s successful application to make sure. We originally wanted to meet in Japan with the whole family because there’s not many opportunities left for the whole family to gather together, but because of this, that can’t happen.

Very disappointing.

I do not recommend this specific (Japanese visa) sector of ctrip, although I hope it is different for other countries

This is the worst travel business I had to deal with. Paid a round trip tickets 2 month ahead and only received one, with the other one pending until 2 days before departure. Called their agents several times and each one telling a lie.

Ctrip is a disgrace, I’ve used it a lot as I live in China. However I will never use it again. Flights that are listed, continuously show no tickets available once you get through to the paying page, even worse if you are flying with a Chinese national. Different flights are available to different people at different prices. Please save your self time and money and use a more honest platform.

As another persons saids the worse company ever; I had a bad experience experience with the chatbot or automatically answer from the system; made us to waste time and money. Customer service kindly but don’t solve a thing; just wash out the hands and don’t care of anything; “you can contact directly with the airline to get better answers” no I payed to your company you should solve the problem. Really awful.

I booked a flight using Budgetair in December 2022. Unfortunately, my airline canceled my flight that was booked initially using budgetair. I contacted the airline, and they are apologetic and willing to return the money.

I sent 30 emails to budget air, and the issue has not been resolved. Budget air customer correspondents are not responding to my request. This has been a big headache and a hassle. It does not provide the best customer experience as they don't have a phone number. All communication is done only using email.

I would greatly appreciate it if someone could contact me and get this resolved.

I booked a flight from Shenzhen to Wuhan on the 23rd of December and then back from Wuhan to Shenzhen on the 26th of December. Unfortunately, two days before departure, I fell I'll with COVID-19 and couldn't make the trip. I went through all the steps to prove that I had COVID and uploaded my test results to the government website as i was instructed.

It took multiple calls, emails, text messages and multiple hours to try and reach someone to help solve this problem and still couldn't solve it. Everything is automated and we always end up speaking to some AI. When we finally reached a human, it was even less productive. No one could solve my problem even though it was all such a simple thing to do.

I Ended up having to pay more money for other flights and couldn't even get a proper refund. Then, to make things worse, my new flight was cancelled too.

This was the most appalling service i have ever experienced in my life.

Ctrip definitely lack proper management and direction. I'm curious how they are still in business with such terrible service.

I hope someone from Ctrip can actually reply to me with a proper explanation

I will be never recommend ctrip to anyone else again, and I will lay a formal complaint with the Chinese consumer rights board.

I tried to book a hotel and found the searching function does not work properly. No matter the date and place chosen, it came out with no result. I contacted their customer service and was told my searching and booking function has been restricted due to my abnormal search. I never and could not do any abnormal searches because I am not able to do any searches (either normal or abnormal) although I do not know what is the definition for abnormal search. I complained with the person in charge, she told me the restriction can not be released because of my abnormal search. I asked her when and what I did considered abnormal searches, she said she is not allowed to tell. She said I could use other functions except hotel booking or I could call their agents to make a reservation, which does not make any sense. If I am not able to use the searching and booking due to any technical difficulties, I understand and may wait for them to solve the problem. But they put a restriction on my account due to a fault I never made, it is so ridiculous!!!
I tried hard to resolve the misunderstanding however I got the same reply they were not going to release the restriction due to my abnormal search behavior.
I really do not know what the abnormal search behavior was and when I did? I am not able to do a normal search how could I did an abnormal search?
Could somebody tell all about it, Ctrip, you owe me an explanation!
English Ctrip replied me quickly and asked for questions in details, although the technical department has not released the ban on my searching function of the app, at least, now I am able to use the website to do the search and made reservations, thanks.

I bought my flight ticket on ctrip.com on the 5th of May 2022. I was scheduled to fly out of China on the 12th of July but just before the day of departure on the late morning or afternoon my day was rudely interrupted by a very short message informing me that on the leg of my flight had been cancelled. There was no reason stated as to the cause of the cancellation. I called ctrip to inquire about this notice and they confirmed that part of my flight was cancelled. They said they put in a request to the airline for a replacement flight. I was told I should wait for about 24 hours in which the change request should have taken effect. From then everyday it became a broken record of saying they applied for a change request and being asked to wait but nothing came of it. In fact they began asking for more money. My flight initially was $1108 but in addition to that amount they were now asking for$2236if they were going to book a different flight for me. They said if I should I apply for a refund they would remove an amount of about $331 dollars from the $1108 I had paid initially. This is just ridiculous as they did not fulfill any of their contractual obligations. I was informed of the flight cancellation less than 24 hours from my time of departure. No compensation was given, no replacement flight was given, no full refund was given and their claims that they have been trying to contact the airline are lies. I called the airline and they say they never received a call from ctrip. Even when I ask to speak to the manager the call operator is said he his representing accurately the policies of the company and that I will hear no different from the manage. They have no sense of accountability
My residence permit is expiring and expenses are piling up but they rather defraud a customer no matter the damages and the consequences. If you reading and were planning to buy a ticket from them just don't should anything go wrong they will only tell you they put in a request and surely nothing will come out of it. It's a poor service and they are defrauding people of their money and time.

We are currently having a terrible terrible experience with a trip. Booked a flight from Wuhan to Zimbabwe months in advance. A few days before the trip the flight got cancelled. We reached out to ctrip for assistance and they want additional money for a rebooking. Agent service are so poor when you ask to speak with the manager they refuse and tell you I’m giving you the best service according to our policy. When we inquired about a refund they want to deduct a significant portion from the money. Please please do not use this service. My brother is stuck in China currently and in all of this back and forth we are incurring money for accommodation and an extension of his visa. CTrip Reference number: 18013015533

This is the worst company ever and should literally shut down. Please do not use their services. They are swindlers, unhelpful and get away from offering real assistance by going back and forth with a client. My brother's flight from Wuhan to Shanghai was canceled last minute. He eas unable to connect to the rest of his trip. Now they want him to buy a ridiculously expensive ticket and will not give him the full refund. He is about to become an illegal migrant in China because of this. This happened on the 11th of July. Up to now, no solution. What an inconvenience. I strongly recommend that you ti not use Ctrip. Pathetic service.

Bought a two way ticket through the ctrip app. There flights were supposed to be carried out by two different airlines, namely china eastern and china southern.

A couple of days later the departure flight was cancelled and postponed by the airline to the date AFTER the return flight. Ctrip demanded additional money to move the return flight. Not having any other option I paid the money they've asked for. The very next day my departure flight, get this, got yet another cancellation and postponing. Ctrip got me on the phone, changing my departure date again to the date after the return flight was scheduled, not seeing any issue with that obviously. So I was supposed to return BEFORE I depart. Their logic is really something, I have no words.

Anyway, since I realized it's going to be impossible to depart anytime soon (after calling the airport in my city and finding out that all departures have been cancelled indefinitely) I demanded a refund. Ctrip agreed to file for the refund from both airlines and they did (or so I though). One day later they called to ask whether or not I want a refund. I said yes, as I already asked them to do it. Tomorrow evening - the same story, they called and asked if I wanted to get a refund. Still keeping my cool I said yes. And finally after two additional days had passed they called and asked do or do I not want to file for refund... That's when I lost it. The thing is the longer you wait the more money they keep. And the gentlemen from ctrip kept saying that I didn't confirm I wanted the refund even though I got a message FROM THEM stating that the refund is in the process.

I told the operator that I'm going to sue them for negligence and for keeping my money. That's when they started saying that it's the airline that refuses to pay back the money not them, obviously not knowing that I called both airlines beforehand and they confirmed that the refund is underway already. So after numerous back and forth I got a promise they'll keep on trying to get my refund from the airlines, still talking me for an idiot I guess. I have recorded the whole conversation anyway, let see if I got something useful there. I doubt I'm ever going to see my money back anyway but I'm going to talk with a lawyer and see what options do I have.

If there happens to be another pissed off passenger opting to get ctrip sued please contact me or leave a reply here. They can't ignore us all. I'm in mainland China at the moment, I think I can rattle their cage if anything.

As for others thinking of using their services - please don't. Use literally anyone but them. Even though they seem cheaper they aren't. Much better and safer option would be to go and buy directly from the airline...
Cheers

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