English Ctrip Omdömen 276

4 days ago I had an ongoing complaint with Ctrip headed outrageous that went on for months.

The response I got was truly amazing and swift , just what I wanted in the first place . Within 2 days all my money was credited to my bank account and all emails were dealt with within the hour. The outcome was just wonderful , how quick this happened and I also appreciate the email of 100% apology for the bad service I experienced.

Finally we all say we will never use a company again when we have a problem ,even thou it was very time consuming and stressful , I would and will use them again , but Ctrip hopefully this will be a leaning process for your staff that all customers want , is a quick response and a quick outcome to there problem.

Thank you again and I really appreciated the speedy response from now a Happier Client.

Following my previous post, I want to share some updates.

1) The hotel 秋果S still doesn’t think they have done anything wrong on kicking customers out of hotel or not being able to inform the customers regarding the newest Covid-19 policy. NO APOLOGY RECEIVED. We have our proof for check-in and our voice record with the Lady who kicked us out but NO USE. THEY JUST DON’T CARE.

2) The hotel 秋果S is not a 4-star hotel but somehow it was marked as 4-star on Trip.com - searching qiuguo-s-hotel-beijing-capital-airport-second-branch on Trip.com Then you need to click into the hotel information, it will start to show this hotel has only 4-Star facilities but it won’t claim it has met 4-star standard. THEN WHY IS IT SHOWING THE SAME AS OTHER REAL 4-STAR HOTELS ON SEARCH RESULTS??? This hotel’s official website has no other information but only want to attract more franchise. Fantastic! Ctrip said they would do their own valuation on giving stars to hotels BUT HAVE YOU SEEN ANY OTHER OTA DONE THAT? GIVING A 0-STAR HOTEL 4-STAR BASED ON CTRIP’S OWN VALUATION?? I used to only book international 5-star hotels like intercontinental/westin/hilton etc.. This time we only wanted to stay close to the airport, then got scammed. HAVE EXPEDIA DONE THEIR OWN RATING AND SHOWING THE SAME AS STAR STANDARDS? OR HAVE BOOKING.COM DONE IT?

3) I studied finance/economics for my undergrad and master. I totally understand from Ctrip’s perspective, giving up one or two customers is way more capital-effective rather than giving up some hotel partners who have paid them loads on advertising and fee sharing etc. BUT I DIDN’T EXPECT THE SERVICE TO BE THIS BAD. My friend and I used Ctrip+trip.com over 40 times or maybe over 50 times together on hotel booking and other related spending in last 2 years. Our right is not even protected. WHAT DO YOU THINK IF YOU ARE JUST A RANDOM CUSTOMER???

4) I honestly don’t understand Ctrip’s customer support strategy. It seems for them keeping calling customers to comfort them is good enough. NO ACTUAL RESULT IS NEEDED. The first day we reported, that Supervisor Li or we should call him Manager Li is really blaming us for all the fault and said nothing they could do. Second day after I posted my review here and reported it to local 12345, his attitude turned to be a lot nicer and started to look into the case. But he would still call for hours and hours wasting our time for nothing and pissing us off, because he was treating us like we were actually making trouble out of nothing. The mentality they have is - “We have done so much and why are you still not satisfied?” BUT PLEASE TELL ME WHAT HAVE I RECEIVED? Today, another guy called, still sorry but nothing. DON’T TRUST THEIR 3X COMPENSATION! THEY TRY TO GIVE US 449 RMB which counts for one night stay and that’s it. - Who would want to have this money??? I only want to have my bad reviews to show up on Ctrip’s website and let everyone know the reality of this hotel. AND I WANNA THE HOTEL TO PAY FOR WHAT THEY HAVE DONE.

5) Other than the FAKE/MISLEADING DIAMOND RATING showing on Ctrip’s website which they claimed to be based on customer’s real review. DON’T TRUST RANDOM HOTEL’S REVIEW AND SCORE. Only so-called VALID REVIEW will be shown on Ctrip’s website. How to define “VALID”? It is defined by themselves - That how they deleted my review. They firstly claimed they deleted it because the hotel said we didn’t check-in. Lately, they said it was deleted by the accounting system and in their system we indeed done check-in. THIS IS HOW A LISTED COMPANY LYING TO THEIR CUSTOMERS.

6) Honestly, I felt ashamed to be a Trip Group shareholder before. Stock index is TCOM. I have always believed as a Chinese OTA it could be bigger than Expedia or Booking.com but now I know how far Ctrip/Trip.com is behind. THIS COMPANY HAS ZERO INTEGRITY. MISLEADING INFORMATION SHOWING ON THEIR WEBSITE. CUSTOMERS WOULD NEVER REALLY KNOW IF ANY HOTEL IS ON “AD” WITH THEM.

Overall, this is really my real personal experience and I don’t expect to receive any good news from Ctrip. I have called us.gov hotline and would pursue the next step on filing my complaints on FTC, NTA, and IC3 as US is in charge of all .com domain. I would also consider filling against Ctrip/Trip.com when I am back. Honestly, I wasn’t angry when TRIP.COM refused to refund my flight from Morocco to Beijing due to pandemic so I paid over 12k HKD to buy 2 more tickets back. I SAID NOTHING. This time, after we gave a bad review to the hotel, my friend and I both thought the whole thing was over. WHAT REALLY PISSED US OFF IS HOW CTRIP AND THE HOTEL TREATING US AFTERWARDS. ANYHOW, STAY AWAY FROM THIS FULL-OF-LIES OTA COMPANY.

Guys, we only wanted to 1. have our review back 2. hotel's official apology 3. hotel 3x compensation by-law, less than 1.5k RMB (230 USD). Are we asking too much?

Refused to bear the customer’s economic losses caused by Ctrip's own work mistakes, the ticket was cancelled without any form of notice, and the responsibility was transferred to the airline partner Phillippines Royal Air.

I booked a flight ticket from Manila - Wuxi on Ctrip April 12, Until the time I check in at counter in NINOY terminal 1 on April 21, 7:30am, the counter staff told me my ticket was cancelled by Royal Air , I am so confuse, then I call Ctrip, they said Flight company didn’t receive my swan test and IGG test result, that’s why Royal air cancelled my ticket, but during the whole thing, there is no one from Ctrip even a call, or a email to notice me about this thing

In fact, the airline will send the pre-flight details to the airline agency after confirming the ticket order. but Ctrip does not admit to receiving detailed notices from airline partner Phillippines Royal Air.
Ctrip only said which we follow are from government instruction, but if not follow airline policy also, how can we success boarding airplane during this special CONVID-19 TIME,

Ctrip refuse to return my ticket amount 16442CNY, and said: it's your problem which not follow airline policy, how can I follow without any contact by you Ctrip? who can told me?

They just shirk responsibility to their customers and partners，don't book flight ticket on Ctrip.

Unethical. We were mandated by the government not to travel because of COVID and Ctrip is keeping the money that we paid them instead of refunding us. They have the ability to refund us but are choosing not to. We specifically applied for a refundable room for this. They do not care about taking care of their ongoing customers.

Refused to handle travel credits request on a cancelled Singapore Airlines itinerary, or rather, CS kept pretending that the option did not exist (even when pointed to the corresponding terms on SQ's website). Forced to file for refund, which took over three months to process even though by all accounts SQ has been prompt with refunds to its customers.

I say "disservice" to be kind. You can think of other words starting with "dis-" and which fit this situation.

In September we purchased two international flight reservations through Ctrip, to go from MCI via Toronto YYZ then Vancouver YVR to our final destination of PVG from Nov 1 through Nov 3. Almost a month prior to take-off, on Oct 7, we were notified by Ctrip that the initial and final legs of our reserved itinerary, AC7938 Nov 1 and AC025 Nov 2, were prematurely cancelled by the airline. Given the abrupt, involuntary (on our part) changes, our entire reservations have simply become unusable. In response, we’ve immediately taken the initiative to contact both Ctrip and Air Canada to find alternative bookings within reasonable time frame of our intended travel dates. Regrettably, the only alternatives offered by Ctrip (after many promptings) will result in more than one month of travel delay and at a cost 5 times of our original flight fare per person. The only viable option, really, at this point, is a refund for our lost reservations.

Through Air Canada’s Refund Services, we’ve learned that

1) If you booked through a travel agency, or another airline or website, you’ll need to go back to them to request your refund.

2) Under the Air Passenger Protection Regulations, if you were denied boarding or your flight was cancelled or delayed by more than three hours due to an event within our control or required for safety purposes, and you refuse the alternate travel arrangements offered because travelling no longer serves a purpose, we’ll refund the unused portion of the ticket or, if you aren’t at your point of origin, refund your ticket and provide you with a confirmed reservation back to your point of origin that accommodates your needs (regardless of fare rules).

(Excerpts from Air Canada's Refund Services website)

Since we’ve booked through Ctrip, we’ve put in a request for refunds as directed by Air Canada. But to our dismay, Ctrip has point-blank refused to provide fair reimbursement or even flight credits, in broad violation against Air Passenger Protection Regulations and in clear breach of the Aviation Consumer Protection Policy issued by the US Department of Transportation, which clearly states "A passenger is entitled to a refund if the airline cancelled a flight, regardless of the reason, and the passenger chooses not to be rebooked on a new flight on that airline……"

We understand that Ctrip conducts business on an international scale, that it maintains active operation in the US. With all due respect, shouldn’t such a company comply with international regulations? Shouldn’t it protect its global consumers whom it claims to service? Has our experience been the outcome of Ctrip’s fraudulent business practice?

If Ctrip takes no further action to mitigate our reservation loss, we’ll have no other option but to file official complaints against its refusal to refund our cancelled flights as required by DOT, with

1) US Department of Transportation
2) US Federal Trade Commission
3) Our state as well as New York State Attorney General

We are a hotel and listed with Ctrip now rebranded as Trip, when they launched in Australia. They set up our listing which was in Chinese. Thank God for Google translate, the listing described a completely different hotel, different features. Eventually I got the listing all correct linked it to our channel manager which manages our availability of various websites. We received a booking during a period when we had been fully booked for months. I immediately contacted them to let them know the problems. I then canceled our listing and got an acknowledgement that it was canceled, or so I thought. No, we still had two more bookings come through.
Today I thought I would look at them once again, but thought let's look at their reviews. Based on the feedback on the site it looks as though things have not improved.
We won't be listing our hotel with them again. Our reputation is not worth it.
They have emailed, phoned and emailed again to have us relist, I relented once and regretted my decision.
We received a booking for a room that was described by them as having a double bed, however that room had a set of bunks. We ended up upgrading them however I'm sure other providers wouldn't do it.
So after assurances things had improved and relisting the very first booking was wrong.
We will never ever use them again.
Do not book with this company.
I was contacted by Aaron from Ctrip saying how sorry they were. Doesn't matter I've heard that many times from ctrip / trip. com
They need to resolve the entrenched problems within their company but I doubt they ever will.
An August 15th 2021, update on this review.
I happened to come across our listing again on Trip.
Apparently they think another hotel, and not even a good hotel is an attraction.
They also describe as being near the city centre, yet the nearest city is 3½ hours away, they also describe us as offering parking.
Don't book with them ever, they write the listing themselves, not knowing what is on offer. You will be disappointed for certain.
I'm always keen to hop on board with a new company, sadly this was a big mistake for our hotel.

I used to book my flights and hotels with ctrip all the time because I live in China.. well not anymore. The airline cancelled my flight in MARCH and I’m still waiting for a refund. I emailed the customer support multiple times and made quite a few phone calls and all I get is a generic answer about COVID and how they are waiting for the airline to respond.

Update: I was glad to receive my refund the next day after the review. Hannah promptly resolved the issue and contacted me to inform me that all is well. I am upset that it took such a long time, but I’m relieved that I finally got the help I wanted.

Hi Trip, Can I know when my refund can be remitted to my account? It was promised I can receive the money in March but now it's almost end of June. I have called like 10x times and the CS always claimed I can received it by next week or another 2 weeks. Please act accordingly

I’ve waited 13 weeks for a refund from Ctrip and initially they said I would get a refund. The problem I have is, the vouchers are for foreign flights (Air Asia-Malaysia and Tiger Airline-Australia). I cannot use the vouchers offered and I’ve explained this to ctrip. The Airlines cancelled my flight but I booked via Ctrip and therefore they are responsible in this instance. After numerous calls I’m no further forward and everyone I spoke to doesn’t seem to know how to help.

I booked a flight from Bangkok to Tianjin on May 4th. Your company canceled the flight around April 17th and I applied for my refund on April 20th. But still haven't got my refund yet. May I know why this takes so long? I bought it from Ctrip and called them several times. They said I can not have my money back until the airline refunds them. I have called your service number multiple times and they always hang up on me . Please refund my money for a service you failed to provide.

Recently, in my dealings with Trip.com I have experienced terrible treatment. It has cost me much time and money. After talking with the company for days, they have not agreed to take any responsibility or refund me any significant sum of money compared with the amount that I have lost.

First of all a couple notes. This is my first time writing such a complaint. However, given the amount of grief, time, and money the whole experience has cost me. I felt the need to write this complaint about Trip.com and CTrip. At the very least so those who may be thinking about using Trip.com for their travel may consider a different option. Or, hopefully, to help in making trip.com more accountable to their clients.

I will accept that this incident occurred during strange times. A lot of travel bans were going up because of the Covid 19 virus, and there was a lot of chaos. However, given my experience with the other similar companies, I still put the blame squarely on CTrip.

I was trying to buy my ticket to Shanghai from Vancouver. I bought the first ticket with Flight 
Network. It was to transfer through Taiwan. Unfortunately, Taiwan announced a Travel Ban. I was contacted by Flight Network shortly after. They informed me my full ticket would be refunded.

Following this, I purchased another ticket with Expedia. This flight was to transfer through Hong Kong. Unfortunately, a couple days later Hong Kong announced the same travel ban. Same situation, I was contacted by Expedia and was told I would get a full refund.

Then, I purchased a ticket through CTrip. This flight was to transfer through Japan. Flight was cancelled. Not only was I not given a refund for this ticket, but they didn’t even inform me that the flight wouldn’t be able to arrive in Shanghai.

The flight landed in Tokyo. After it landed I was informed that the connecting flight would not take off and there was no way for me to reach Shanghai. I was told I would just need to buy a ticket directly back to Canada at my personal expense.

I believe that CTrip should give me a full refund for my flight and a return ticket. At the very minimum they should reimburse me for the flight I already made. Instead what I got was completely brushed off by the company.

“Sorry, there is nothing we can do.” All they offered was about 40$ for the flight tax from Tokyo to Shanghai. I was so insulted by this, I did not even accept this money, and have instead opted to write this letter.

As soon as money has changed hands they no longer care about you. I will never use this company again. Even if I have to pay slightly more somewhere else.

UPDATE: It's been 6 days since I received a response on here. They asked for my information, I gave it to them, and radio silence ever since.

UPDATE：Five days after I posted this review, the same awful guy called to inform me that they get lost with their vendor "Brazil Ftour" for a month, they are not aware what's going on and I still have to wait, after having been waiting for two months already?! That's what they mean by "you'll be contacted for an update". Ctrip/Trip.com, do you expect me to contact your vendor directly? Or do you expect me to be responsible for your chaotic internal supervision problems?! Extremely Ridiculous!!!

This company has long been surrounded with negative news in mainland China. If it hadn’t been for buying a last-minute ticket, I would never have considered use it. And now my experience just double confirms that it’s truly a fraud.

Here is my story: I purchased a one way ticket from Ctrip on 24th March, but my flight got cancelled the same day. I submitted the refund request on 26th March. Their official website states 100% clearly that I was supposed to get my money (more than £1200) back no later than 15th April. That’s a large amount to me so I also called to double check. They asked me to await patiently and even said that even though the airlines failed to return the money by then, they would also like to prepaid me to keep their promise. So I’ve been waiting patiently. However, as you expect, until now, 30 days past the day they promised, I still haven’t received anything. The whole nightmare begins after I began to approach them on 16th April. It turns out that my case is in the charge of a guy with the last name Dai (853016). If I will give Ctrip 0 stars for their company behaviours, dealing with this guy makes me want to amend it to Negative 5. I sent millions of messages through their APP to ask him to call me back to update, got stood up millions of times. The very few time when I was extremely lucky enough to get a call back, he behaved utter condescending, kept asking me to wait without any reasonable excuse, claimed that the airlines has not processed my case yet while refused to offer any evidence. After also checked with English customer service team, it shows that the airline processing has already been completed on 1 April!! This guy even doesn’t bother himself to have a look at their systems, simply use his imagination to deal with the case, needless to say contacting the airlines to follow up. All my complaint about him is transferred to himself again and I am not able to substitute for another guy. It’s always him while he refuses to contact. With regard to why the airline processing completed on 1 April while the money hasn’t been returned yet, the latest response I got from English customer service team is "Even though the airlines has processed the money, it has only been processed and not refunded yet.”, which confuses me very much….
TBH, based on my experience with agency, vendors and airlines, I don’t really think the money of an order being cancelled within 48 hours has already reached the airlines. Withholding the money from customers for capital turnover doesn’t sound appropriate.

Anyway, let’s see how this story will end.

My father and mother, bought a return ticket from Ctrip that is originally suppose to be scheduled to fly on April 16th.
On the 27th March, we received an email from Ctrip that the flight on the 16th has been cancelled, and that we will now be flying on the 22nd of April.
However, on the 12th of April, we received email again from Ctrip that due to the virus, our flight has been rescheduled from 22nd of April to May 8th.
The email has the following contents and has been attached to this email.
“订单号：11897588212
您好，您乘坐的4月16日11:00-19:30悉尼金斯福德史密斯机场T1-上海浦东机场T1 MU562航班，接航空公司通知航班取消，因目前受新冠肺炎疫情影响航班大量缩减，近期无可改航班，最早可更改至5月8日航班，请知晓，谢谢。
如有疑问，请致电95010

Novel coronavirus pneumonia, Smith, Sydney Shanghai Pudong Airport, T1 MU562, April 16th 11:00-19:30 T1- T1 Shanghai Pudong Airport. The airline has advised the flight to be cancelled. Due to the current outbreak of the new crown pneumonia, the flight has been reduced considerably. The latest non change flights can be changed to the earliest flight in May 8th.
If you have any questions, please call 95010”

We have agreed to fly on the 8th thinking that there are flights then.

However, calling ctrip closer to the date (27th of April) as we were concerned that our itinerary have not changed on the APP to the 8th May yet. They reassured us that our flight is still on the 8th as planned however, they also told us to call the night before the flight to make sure it’s still on.

Within less then 24hours, on the night at 6pm of Tuesday, 28th of April we got contacted by Ctrip to say that there is no flights on the 8th of May again, however they have rescheduled our flight to the 29th of April based on my previous conversation with them saying that I want get my parents home as soon as possible.

I told them strongly that it is impossible for us to fly the next day with less than 24 hours notice as my parents do not speak a word of English and they unable to get to the airport on the morning of 29th of April. I was told by them that they will call me back soon and they said they understand and will continue to negotiate with China Eastern to get my parents home.

Ctrip called on the afternoon of 29th of April and told us that we have missed the flight on the 29th of April which they rescheduled (without our consent). In addition to rescheduling without our consent, they did not even email an itinerary to us. They told us that we can get on a flight on a later day, but we need to pay the processing fee, AS WELL as the remaining difference in ticket price, which we refused to pay as we did not request to reschedule ANY of the flights ourselves. It was all done by Ctrip without us consenting.

We should not be pay for a mistake that is clearly done by Ctrip, we should not be punished for Ctrip’s disrespectful and irresponsibility.

We believed that we have been unfairly treated and scammed by Ctrip as our original price of flight was much lower than what it is now. For whatever they have done to my parents is very unethical and should be investigated further by the government.

AMENDED to 5 stars. Richard called me back and sorted out my refund immediately. I am extremely happy with the service I got. My flight from Bangkok to South Africa was cancelled during to chaos of Covid.

I have been extremely patient regarding my refund, but enough is enough.

I need my refund! Not just an email to say that its being processed, not promises to get back to me, I just want actual dates!

I am tired of being patient. Everyone keeps telling me that they are under pressure because of Covid, but what about us?? We are also under pressure.

This company is a scam. I bought a ticket through ctrip for a United round-trip flight between China and the U.S, and of course with the corona-virus situation the return flight in April was cancelled, and United issued a full refund of that leg (was clearly communicated in email and on the log-in screen).

Yet, Ctrip withheld ~$250 of the ticket price in their refund because "it must have been the airline" even though I've confirmed with the airline that they have issued a full refund. Seriously?! You're just taking customer refund now?! Pretty sure that's fraud and I will continue to raise with authorities.

I made on 25/2/2020 a booking for a trip in Bali with ctrip.com

Hong Kong - Bali
Departing：19:20, March 19, 2020
Arriving：00:30, March 20, 2020

Bali - Hong Kong

Departing：16:05, March 23, 2020
Arriving：21:20, March 23, 2020

Few hours later, I received an from ctrip.com saying the HK-Bali was postponed

Hong Kong - Bali | Hong Kong Airlines ·
19:20, March 21, 2020 Hong Kong International Airport T1
00:30, March 22, 2020 Ngurah Rai Airport I

With this new flight schedule, I would not be interested anymore to stay in Bali for 1,5 day.

I contacted trip.com who told me to cancel, they also said me that it would take 14 days to be refunded.

Following this phone call, I received a confirmation of cancellation for the HK- Bali.

I called them to have details about the refund of the way back. The person told it would take more time.

On 9/3/2020, I received an email saying the way back can’t be fully reimbursed and I will received only EUR 14!!!!

I called them and insisted to be fully reimbursed because the new flight schedule don’t match with the one they sold me. They keep saying and relying on the Cathay Pacific T&C.

They even told me to contact Cathay directly!

I was said a supervisor should call me, I am still waiting for....

We are 17/3, it’s has been one week that somebody is supposed to call me back. Facing the new expansion of the Coronavirus, it would be normal to be reimbursed for the Bali-hk flight

Original flight was cancelled. But changed flight cannot be confirmed. Passenger information was put wrongly by this agent. Nothing we can do but just wait, no promise, no gurantee.

**EDIT** Refund Received from trip.com
After lengthy discussions and negotiations, I was eventually connected with Gaby, who was able to secure a fair and reasonable refund for the unused portion of my flight. The payment has posted and I would advise speaking to Gaby if possible. She handled the situation with a unique level of professionalism.

TWO FLIGHTS CANCELED. NO POSSIBLE REBOOKING THROUGH TRIP.COM, WHO REFUSED TO REFUND MY MONEY.

I booked a round trip flight from Hong Kong to Charlotte, NC USA. My return flight for February 26th was canceled and rebooked for February 27th. Then the flight on February 27th was canceled hours before takeoff. I was told by trip.com that there were no flights they could rebook me on and suggested that I request a refund. Shortly thereafter, I received an email saying that I would not be receiving a refund.

I purchased the trip insurance available on the website. Trip.com is unable to contact them to file a claim and they only have contact information for Asia. No International contact is available on the contract or online.

I am now stranded, with no flight and no refund and far less money after paying for a flight I can't take. A call to trip.com accomplished nothing, although the customer service members who didn't hang up on me mid call (3 hang-ups) were nice enough and unable to do anything.

Just months ago I booked a flight for 4 people (my brother, myself and my 2 elderly parents), only to have it canceled just hours before takeoff. Trip.com's response was essentially "too bad" although they refunded the cost of the flight.

One week ago I wanted to change 2 flights booked with CTRIP using the app. The cost was 300rmb to change and free to cancel. I succeed in changing the flight for my daughter but not the one for my husband. A messages said it was under revision and I would receive soon an answer. The answer did not came. I tried to call the CTrip (Indonesian number because now I’m in Jakarta) but they just ask you to go to the website or to use the app. In the app it is impossible to get a connection with some one always more then 1000 people waiting. I send and email. And I did not receive answer. I. The meantime my request has disappeared and the cost to change the flight has increased massively.wheb I made the request it was 300 rmb. I need to change the flight also for my husband. I want both my husband and my daughter can fly together back home in Shanghai. I do not know who should I contact. I left many messages on the chat. Nobody connect with me. Such a bad service.