English Ctrip Omdömen 276

could not book for a flight for my wife and 2 children , 1 is four years old and 1 is one year old. Airline websites all take booking enquiry and also skyscanner - why does ctrip not accept enquiry?

This companies practices are totally illegal! made a booking with them for a westjet flight. tried to cancel and cancellation policies stated that they were the same as the individual airlines policies. Then tried to tell me they would only refund the tax I paid? this is not westjets policies and they have no policies of their own either on their website or in their email confirmations. Or any information about cancellation fees other than the fact they state they are the same as the airline, which they are not! They said they would call me back to explain this as the customer service agent didnt seem to understand when i was explaining that this didnt make any sense, then they went ahead without my permission and cancelled the booking! taking legal advice.

This is my 2nd time booking a hotel room via Ctrip. Unfortunately, it could not be confirmed and they cancelled my booking.

You might have a question why Ctrip has cheaper rates than other online travel websites i.e. Expedia, Booking.com, Agoda, etc. Because those rates are exclusive rates that hotels offer to travel agent which they are supposed to sell on their offline channels, not online channels (in terms of customers, who cares right? we love cheaper rates!) But be aware! I just booked those cheaper rate and been rejected!

During the booking process, I had rechecked carefully if cheaper rates were given exclusively for specific citizen or not? There was no conditions like that so I booked it (I saw some rates they gave only Chinese guest to book). The rate was quite good. It's about 40% cheaper than other online websites plus breakfast is included! (good right?)

A few days later, I received a call from Ctrip support team. Below is what they informed me and what I argued with them.

First by phone: this rate is for Chinese citizen only.
Me: Not possible, it's not mentioned during the booking process. There are other rates mentioned but this rate was not mentioned. So i booked it.

Second by email: Sorry but the hotel is fully booked.
Me: Not possible, if it's fully booked then why it was still bookable online? I called to the hotel and recheck with them. it was not fully booked yet!

Third by email: The room availability for this travel agent with the hotel is zero. The rate was still shown because it's from other travel agents. Can you cancel and book again?
Me: Not possible. Each rate displayed on the website comes from each specific travel agent. It's not possible that there were many travel agents inside 1 rate.

Fourth by email: Hotel informed that the room condition is not good and this booking has to be cancelled.
Me: Another not possible! I called and recheck with the hotel and they informed the room condition is still good. No one from Ctrip contacted them and asking about this!

Fifth email: the rate is closed before you booked and it took some times to be updated on the website.
Me: I'm so done with this.. There must be something wrong with your system!

In this case, Ctrip gave me bad booking experience. Not just the way they responsible to their customer, but they also threw problems to their partners; hotels. I'll definitely use other online websites from now on. As they gave me more trust and they have much more language speaking staff to support.

Ctrip is the worst online booking site ever
Their booking date keep default to your review date even you have already updated to the proper booking date. Once you click a package to see the detail or when you start to confirm, you need to reinput your date again.
My experience is, the date I input for my hotel stay got refreshed back to the enrolment date when I start paying. Being not aware of it, I had confirmed a wrong date (same day as I book the trip). I realised it when I read the confirmation email a few days later, called to change but failed. They have already charged me for NO SHOW, given no system alert, hotel didn't call me (hotel claims Ctrip didn't provide them my phone no.). Ctrip unwilling to compensate me or help me to change back the date. I wish I throw the 3000 HKD to the sea rather than to Ctrip.
Super bad website design and service.

WORST SERVICE EVER. RUDE. UNAPOLOGETIC. PATHETIC. I booked my flights and the price dropped the very next day. I was told that I have a price and booking guarantee but I was told, your fault, no refund, literally. Pay $15 extra and book on expedia. This sucks. Highly regret

Booked this trip for my colleague who is flying from Shanghai to Singapore and I can't begin with how terrible their customer service has been.

1) A week before the departing date, I called to Ctrip to change the dates of departing. I ended up spent 5 hours on the phone with Ctrip and the airline provider as both party has been throwing shades that each other claiming that it is not their duty to change. It was a terrible experience to call both party and being diverted around. To make matters worst, both companies are based in China and the international call isn't helping. Customer service officer are heavily sighing while they talk, some are even laughing while they chat.

2) Overcharged - this is the reason WHY I decided to write this to warn others. After the trip is over, I checked my bank statement - the amount that I paid for the trip was different from what was deducted from the account. I wrote in and ask for a refund in amount difference. The attender rejected me and said it was my bank's fault and told me to contact them instead (pushing people around again?) I insisted that I'm not going to do it as Ctrip is the 3rd party gateway - Why does my bank have to do it with? Ctrip then wrote back that although the website shows SGD, the amount deducted will be CNY. What nonsense is this? There was NOTHING on the website stating this and on the receipt it showed that Ctrip will be receiving SGD not CNY. After few emails of me refusing to accept such replies, I showed them the receipt and bank statement. And finally, they say they would refund me the difference in CNY in 30 days. Again, why should I trust them with refunding me in CNY when if I did not receive that amount they would say "Currency Differences" again? To top things off, there is NO apology from the start to the end of the email.

I'm writing this to warn people who are using Ctrip. Should I have not checked my bank statement I would not know that I was overcharged! I strongly urge people who have booked, check on your receipt and bank statement - there should only be ONE amount that you're paying. Please do not accept their excuse.

I trusted Ctrip and this is what I gotten in return.

I have had a terrible experience with ctrip, I needed to modify a flight booking, both the confirmation page and the confirmation email clearly indicate the fees involved in changing flights in the currency that I booked them in. I was happy to pay the fee, but when I contacted them they said because I had not booked in RMB that they could only cancel the flight. This is very misleading.
When I spoke to them on the phone they said I should contact the airline directly, however the airline indicates that I should only content the agent, leaving me no way to modify the flight only to cancel it.

This is very bad practice from a travel airline and I would say that this agency should not be trusted.

So, in response to my review below, ctrip just called saying that I had made a mistake on their system. I think they are confused about their own policy. There is a big difference between changing a name on a flight and correcting a name on a flight. I am the same person! However, it seems to be ctrips policy to just deflect liability rather than help their customers. Wrong attitude and I won't be using them again. It feels like they only called to antagonize me having basically stolen the 600rmb from me.

I don't recommend Ctrip.com,
Very Disappointing, Poor service, not trustable
I booked a room for three night in Macau around 7 months in advance for total price of AUD 354.69 has charged on my credit card.
Booking reference no. :3973281220
the Ctrip cancelled it after two days without sending me any email to let me know .
they told me the hotel is not available on those dates, which I booked the same hotel for those days directly through to hotel website for the same price.
Now I am trying to refund my money , after ten days they still don't provide me any refund reference number so I can chase it through my bank. I don't know how long it will take for a simple refund to be settled.
I read the reviews of other poor travellers that waited for their money upto three months.
be careful if you deal with them.

really bad experience with Ctrip and won't use again!!!
I had confirmed with United Air ground staff for a refundable ticket, so I cancelled one leg but Ctrip say it is part of the trip which is "NO REFUND".
This is a trip from Toronto to Hong Kong via Chicago, I had missed my flight and ground staff had changed the following day to me, however, I cannot wait for 24 hours, so I decided to buy another ticket. I had reconfirm with UA ground staff that my ticket is refundable, my booking agent may apply some penalty only. So I go ahead to purchase another ticket.
I had talk to their staff but their English is horrible, finally, they reply the ticket is 'NO REFUND"

Very disappointing of their policy. Unable to accept their explanations. Different agent gave me different statement, in the end they just send a email saying is my fault. The 1st agent, the agent claim that it is system error. 2nd agent, the agent mention that the result of checking is not out yet, we have to another 3 more days then they will get back to us. After that they called me and sent me a email saying that it is not their system fault, it's my fault for entering the wrong date myself. During these calls, they wanted to charge us CNY800 for the modification of the ticket, and CNY 840 for the fare difference of the ticket, a total ADDITIONAL charge of CNY1640 for the changes. I feel cheated as I already use CNY2004 to purchase the ticket from Sandakan, Malaysia to Singapore. Imagine from Malaysia to Singapore, the modification/ changes will have to cost me about 3/4 the price of my existing ticket. In the end, I couldn't made any changes. I hope Ctrips can show me some black and white evidence of their findings. Because of this problem, I was reprimanded by my boss.

Ich wollte vom 26.05. - 14.06. in Cebu im BAYFRONT Hotel Urlaub machen. Auf allen Seiten war das Hotel ausgebucht, nur bei ctrip nicht. Also buchte ich dort. Buchung klappte prima, jedoch kam eine eMail, dass man in den nächsten 15 Stunden die Buchung bestätigen würde. Kam mir komisch vor und so schaute ich, dummerweise leider zu spät, im Internet nach Erfahrungsberichten mit ctrip. Ich war erschrocken, als ich fast nur mangelhafte Bewertungen las. Aber ich wurde POSITIV überrascht. Am nächsten Tag nutzte ich den Onlinechat, der auf der ctrip Seite angeboten wird und man versprach sich zu melden. Als ich im Büro saß, klingelte mein Handy und siehe da ... Ferngespräch aus China. Eine Dame erklärte mir auf englisch, dass es wohl noch einige Zeit mit der Bestätigung dauere und dann kam etwas später auch eine Mail mit einer Absage, da das Hotel schon zu dem Reisezeitpunkt ausgebucht sei. Ich bekam Panik, weil auf meiner Kreditkarte die knapp 800,00 Euro schon als Belastung vorgemerkt waren. Ich schrieb ctrip an und man versprach sich um den Fall sofort zu kümmern. Stimmt! Alles in Ordnung ... die Vormerkung zur Abbuchung wurde zurückgezogen und mein Geld ist auf meiner Kreditkarte geblieben. :o) Leider muss ich jetzt wieder auf die Suche nach einem schönen Hotel gehen und das ist in Cebu nicht so leicht. :o(
AUF JEDEN FALL HABE ICH EINE POSITIVE ERFAHRUNG MIT CTRIP GEMACHT ...

I booked three flights with Ctrip, two of which were on Chinese airlines that went fine. The third, with Cebu Pacific, cost me all of my payment fee because Cebu Pacific did not have my name in their reservation system. I had to buy another ticket in order to get on the flight to Manila. I showed Cebu Pacific the email from Ctrip showing my "confirmation," but they said that was a booking number and not a confirmation, so they would not let me on the plane. Cebu Pacific said if you already paid, take it up with Ctrip. I tried to do this but Ctrip says this is a nonrefundable ticket. I understand that, but I paid Ctrip to get me a seat and they did not do that. They owe me my money back. But they will not budge. I will not use Ctrip again

NEVER AGAIN!!!
Be careful with this plattform.

I was booking a Room in Jakarta this February, as Ctrip offered me some discount.
Than they cancelled the room and keeped my money for 6 weeks after a Marathon of emails and calls und on pain of penalties they fixed the problem.

Very unprofessional and unfriendly.. Never again

I was traveling to Qingdao (China). Booked a room for 15$.

Get confirmation that everything is OK. Arrived to hotel next day. They say I can`t stay there. I Call to support.

They say that it`s website`s mistake. They found only another one hotel for me, but it costs about 50$. So I should pay more for this room and take a taxi to get there, as well. Talking about 15 min with manager.

Manager : It`s all we can do for you.
Me: Give my money back. I dont`t want to have any deals with you anymore.
Manager: Ok. We will make a refund.
Me: Thx.
Manager: Ok. I’m glad that we solved your problem.

Alone in unknown city.
Don`t speak chinese.
Sun goes down.
Have no place to stay.
«I’m glad that we solved your problem.»!!!

Helo I have a charge for Uss 526,52 on 05 march 2017. In my credit card finish in 414. I never received a confirmacion for that fligt From Sydney to Phuket.
For that i had to buy Again in Air Asia directly this fligt.
I Need to refound the money because i didnt use this ticket.
Best regates
Horacio Bobillier

Airline ticket buyers beware! I mistyped a name on the booking and tried to get hold of their customer service within 15 min of buying the ticket. They said there was nothing they could do except charge me half the price of the original ticket to cancel and rebuy the ticket! They have no 24 hr policy, or anything or the same. They wouldn't even refund me the price of the ticket within 3 hrs of buying the ticket! They suggested I talk to the airline, who couldn't do anything.

I wish they would have been more helpful in updating my ticket, or given me a full refund (I probably would have rebought the ticket right there with them).

Really disappointing. I guess they would be fine if you never need help or need to adjust a ticket (but then, why would you go through a travel agency at all). My advice is buy directly from the airline.

BEYOND TERRIBLE CUSTOMER SERVICE.
Booked a flight to Seoul from Shanghai. Instead of landing at 8 pm, the plane landed close to 11 making me miss an important business meeting I was meant to be attending in the first place. On the way back, over 2 hour delay as-well. No warning from Ctrip. Ended up wasting a whole weekend, a ton of money and never made it to the business meeting. When I confronted Ctrip about it and asked for some type of compensation for their incompetence, I got given a bunch of excuses and got hung up on. Basically you pay for a service that you never receive. Absolute bullocks!

По Ctrip могу сказать следующее: бронировал отели с помощью этого сервиса, но ровно до тех пор пока не возникла проблема. С семьей отдыхали в Тайланде, на Пхукете. Решили съездить на Пхи Пхи пожить там недельку. Так как до этого месяц ездили на машине, решил что сдам машину перед отъездом за ненадобностью (на Пхи Пхи все передвигаются либо пешком либо на лодках) и тем самым сэкономлю 10-12 тысяч. Каково же было мое удивление, когда отель который я забронировал через Ctrip на картах самого Ctrip-а оказался не на острове Пхи Пхи а на материке в Краби!!!  Расстройству не было предела. Позвонил в Ctrip, спросил как же так, в описании отеля речь идет о Пхи Пхи, название отеля Phi Phi Banyan Villa, а находится он не на Пхи Пхи!?? Оператор ничего не смогла ответить. Я спросил можно ли отменить бронь, которую я уже оплатил. Проверив бронь ответила что нельзя, штраф - 100 процентов от стоимости. Делать было нечего, решили что поедем значит в Краби,  машину сдавать не пришлось :"(. Дорога до Краби заняла два с половиной часа. Подъехав к месту где судя по ОФИЦИАЛЬНОЙ карте Ctrip-а должен быть отель, обнаружить его не удалось. Пришлось заново звонить. Спросили, где же отель, оператор проверил и сказал что на Пхи Пхи!!! Хотелось плакать если честно. Ок, на вопрос почему на карте неправильно стоит расположение, ответ последовал простой - пишите письмо по адресу такому то. В общем пришлось нам машину бросить в Краби и плыть на Пхи Пхи еще полтора часа, но уже на день следующий, так как шатлы ходят лишь до 15:00 и в нашем случае было уже поздно. Приехав и заселившись я написал письмо где подробно описал проблему, что отметка отеля указана неверно, что это ввело в заблуждение и в связи с этим мы потеряли время, деньги. Ответили что надо писать на другую почту. Переправил на другую. Ответили что на третью почту надо. Отправил на все три еще раз. Прошло два дня, пришел ответ:"дорогой клиент, мы извиняемся за данное недоразумение, мы проверили адрес - ошибки нет. Возмещения не будет". Я даже не просил никакого возмещения! Я просто хотел чтобы ребята не вводили в заблуждение людей в будущем! Решил, что может они плохо поняли мой английский и попросил жену вместе составить обращение (у нее диплом английского университета). Расписали всё подробно, с картинками, где и как смотреть чтобы они смогли уже обнаружить эту чертову ошибку. Обратились к служащим отеля, показали им что их отель на картах Ctrip-a отображается с ошибкой в геолокации, это на сервисе крупнейшем в Азии! Они поблагодарили и отправили такую же копию и со своей почты. В итоге прошло еще 2 дня. Пришел вот такой ответ: "Regarding the reserva­tion you made for the­ Phi Phi Banyan Villa­ (2017-3-3 to 2017-3-­10) (order No. 322179­5224),we have check t­his hotel adress,it i­s correct,so this boo­king we can not refun­d to you,thank you." Посему мы с женой сделали следующий вывод - какие-то спорные моменты решать с китайцами бесполезно. Писать жалобы просто некуда. Звонить в контролирующие надведомственные органы не представляется возможным. Тупо объяснить им что они идиоты - не, не выйдет. Выход простой - если точно знаете что спорных моментов не возникнет, то пользоваться услугами этих непробиваемых можно, но нужно ли??? Проще немного переплатить на том же booking.com, но знать точно, что проблема всегда будет решаться максимально лояльно по отношению к клиенту и писать никуда не придется, по телефону урегулируют любой вопрос, причем на русском языке, а не на ломанном китайско-английском. Всем удачи!

I booked round trip flight from Guangzhou to Hanoi Vietnam for 16 of us leaving March 20,2017. Ctrip, with a lack of knowledge emailing me of flight cancelled to wrong destination and date. After several attempts thru emails, got it straightened. Many mistakes in name spelling, Ctrip, trying to scam me for admin fee to correct spelling errors with a price equal to a new ticket. I contacted airline direct, no fee. I have dozens of emails to Ctrip requesting for flight details, received 6-7 out of ten bookings. Had to once again contacted Jetstar direct to get the rest of my flight details.
Here is the # for jetstar airline 011 86 400 120-1260. you can book direct thru jetstar airline. Excellence service.Why use Ctrip ??? Poor communication skills, lousy service, trying to scam me for service charge claiming it's airline policy. I have many dozens of emails to post for the world to see how incompetent Ctrip is. Please take my advice stay away from this travel agency. Absolute unsatisfactory customer service I have encounter for a seasoned traveler.