English Ctrip Omdömen 276

We just came back from holiday, so I haven't replied or posted anything after the last review.

Oliver replied back and said we agreed with the solution CTrip provided. Do we have a choice? Returning 3,000 RMB out of 6,300 RMB, is NOT the solution we were asking for.

The CTrip app forced us to book a hotel without our knowledge and consent. Has the app been fixed? Or is CTrip still tricking other customers with it?

The CTrip agent was extremely arrogant and rude. Has there been any quality control? Does anybody check and listen in to their agents talking with their customers?

CTrip has a policy on when to reply to their customers. Really? My numerous emails were unanswered for more than 2 weeks before I started posting in social media and still hasn't been replied. What kind of policy does CTrip follow? Should we expect no response as CTrip's policy on replying to customers' questions and concerns?

After stealing 6,300 RMB from your customer and returning only 3,000 RMB, do you consider that as agreement on our part? And the only reason we even got 3,000 RMB back was because I went to social media. If it wasn't for Trustpilot, we wouldn't have even gotten part of our money back.

For those of you who are wondering, yes, we went to the China government complaint hotline. They tried to help, but CTrip just dragged on and on and delayed over and over again.

And here's another thing. After telling us they will return 3,000 out of 6,300 RMB, they told me to remove all my posting from Trustpilot. No, I will not remove it and not only that, I'm posting another one.

You cannot cheat somebody out of 6,300 RMB and return less than half and expect me to be happy or satisfied and remove my posting. It's ridiculous!

Do not use CTrip for anything!! You will regret it as we have.

My friend and I got stuck at the check in counter of scoot for the longest time because we were given false information by Ctrip. Unbeknownst to my friend, we purchased an additional 40kg check in baggage on top of the 20kg that was already provided, only to find out that the maximum scoot permits is 40kg per person. We paid a good 450RMB, approximately 90SGD for that additional 40kg. Which is strangely ridiculous since my boyfriend and I only paid 48SGD for a 20kg top up two ways.
I won’t deny that Ctrip did try to remedy the situation by offering to pay for the 1000RMB (100RMB per kg) we were charged by Scoot for the nonexistent baggage we purchased. This also explains the two-star rating instead of one. However, I believe the hassle just isn’t worth it. We still lost a good 450RMB to false baggage and had to deal with being the middle man between Scoot and Ctrip. Would not recommend.

All in all good value booking hotels in China. Used there service for many years.

This was the last one I did;
Check out Shenzhen in Vienna Apartment (Shenzhen Zhongying Street).

Update 07/08/2018:-
Ctrip team contacted me and helped to quicken the ticketing process, a response which I found quite impressive and efficient. Issue resolved within few days after that. In a nutshell, I think Ctrip deserves compliment in terms of customer service, but their booking & ticketing system really need an improvement.
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I have previously booked flights via Ctrip and tickets were issued pretty quick (usually not more than 2 hours after payment). However, I've had one negative experience few months ago when booking my flights where ticket was not issued even up to few hours before my intended flight.
I was expecting an improvement this time, already booked and made payment, one day after and I have still not received any confirmation on ticket issuance! I don't think it is acceptable that I have to suffer any loss again, if the same issue happens and I am unable to board my flight as desired! All I want is just for Ctrip to issue the ticket, after payment is made...

I got dragged out from the airport today, Itwas such a terrible experience for me and I had to buy a new ticket, so I contact Ctrip back and they said that they will give me full refund. I will keep you all here updated about my case

update on August 13 : Ctrip has confirmed to return all the money to me within 2 weeks, so I think I should receive it before August 20 or so

update on August 16: I have received full refund on the new ticket which I had to purchase unexpectedly at the airport, for this reason I can feel relieved now, I think many people help me follow up this case including Mr. Oliver From Ctrip, however I still waiting for another amount of money that Ctrip has promised to pay me in two weeks time as following message :

Regarding order no. *445591***, manager has remarked, we will give you full refund for order no. *445591***, also full refund you the new ticket, if refund to your credit card, you will receive it within 2 weeks, thanks!

Molly
ext. 825268

Again I will keep you all updated

Trust all the other bad reviews for Ctrip. This company is just a con!

Booked train tickets through their website from within China, they said my passport number was wrong when I went to collect tickets. Asked the company for proof of the number that was entered at the time of booking however they could not show proof.

When at the ticket desk in train station was advised that I would have to claim a refund through the company for the other ticket. When I contacted Ctrip they said that they could not refund.

Read the other 200 reviews on here and avoid like the bubonic plague!

Around £200 lost

Booked a car via the website and the rental company Roo cancelled the trip when I arrived at Melbourne airport station. Also, blocked my phone. They charged fee already but No text or email to inform the cancellation beforehand.

Had planned a trip from Shanghai to Vietnam on 6/18/2018. I booked flights and hotels through Ctrip. I was never told I needed a visa (I am a US citizen). While I should of check the requirements before I left, I was not told that a visa was required beforehand. I frequently travel in the USA and China and any other website I use will tell me that a visa IS required for whatever country I am traveling to.

While I don't fully blame ctrip for that, the series of events later are totally on ctrip. Since I got stuck in xiamen during my layover to Vietnam, ctrip told me they will cancel my return flight back to shanghai. They said this is their policy since I couldn't fly to Vietnam on the original ticket. However, on 12/24/17, I missed a flight to Xi'an, booked through ctrip. I bought a new plane ticket at the airport, and flew back on my original flight that i purchased to come back to Shanghai. Where was their cancellation policy then?

On top of this, they told me in an email they will book a new flight back to Shanghai for me, tax free. I replied to their email accepting that offer. Then they took the offer back and never helped me buy tickets back to Shanghai. When I questioned them, they never responded to my email.

Since I had a delay in getting to Vietnam, all my hotels and tours were delayed one day. I spent a lot of money to get my visa done in less than 12 hours, spent a lot more money on new flight tickets home, then had to book more hotels since again, ctrip would not help AT ALL!

This is the worst, most awful company to use when traveling. I have all my emails and I wish I had the phone calls recorded. When calling ctrip, you'll get someone who will say "I understand your problem and I'll escalate it" only to get a call or email saying "we can't help you." In fact, I talked to the hotel and asked if ctrip ever contacted them about changing my dates, they said "no".

UPDATE:
Update to my post. Ctrip did refund me a partial amount. Far from the full amount that I paid for the flight (about 1/5 of the flight price), but its better than nothing. I am grateful for the partial refund, but I still will not use this company due to their policies and how unhelpful they were while the problem was occurring.

I recently used Ctrip while traveling in China and boy I wish their services were so well developed outside China! It was so easy to manage all our logistics from trains to buses and local park fees. Love it!

Excellent platform!

I don't know why there's a lot of bad reviews for this company but so far my experience with them had been great! Booking flights and hotels is very easy, price is the cheapest and their customer service is very nice and friendly. The app is also very convenient for me specially since I'm always busy and on the go. Thank you Ctrip!

Booked a train ticket on ctrip from Shanghai to Suzhou. Our flight into Shanghai was delayed so we wanted to change the train ticket to a later time, which the website said we could do. However, there was no button on the website to do this. They make the cancellation so difficult and convoluted to make sure you can't cancel. Will never use them again.

Refunding of Booking number 6428413780

I have the most unfortunate dealing with your company. I booked for a trip from shanghai to Toronto on June 7,2018 at 18:53 and in almost 3-4 hours I cancelled the trip. As advised on the website I paid the 183 Yuan fee for refund. However, when I called the helpline I was told I will not be refunded for my amount of CNY5653 of the flights.

It is illegal. I checked both United Airlines and Air Canada website and if you cancel within 24 hours, and when your trip is more than a week away you get a FULL REFUND. This seems fraudulent if the company retains this money and I will take a legal recourse if my money is not refunded. Along with that I will be forced to write reviews on all possible sites so that this incident is known.

Please refund the amount as soon as possible.

I booked internal return flights in China through Ctrip.

A month before my flights they contacted me and said that the flight had changed to the next day.

To get a visa for China you have to pre book all accommodation. I told them that this change did not work with my itinerary, I wanted to cancel the return flights.

They then said that they would refund the return flight that was changed but not the outbound flight that was unchanged.

When I said that I booked a return flight and that a one way flight was no use to me they said that it was their policy as the outbound flight hadn't changed.

What a scam.

Book people on flights that do not exist, than move them to other dates and if you can not juggle your trip they keep half the airfare.

I am so happy I have not booked my train travel through Ctrip.

I would not recommend anyone deal with this company. They make up their own rules and do not care about customer service.

Avoid or beware.

Cheers Chris

When booking flight tickets, Ctrip often offers two or more prices, e.g., (a) RMB 9773 for tickets with (no cancellation | no check-in luggage for one leg), (b) RMB11965 for tickets with (cancellation instruction | free check-in luggage). When one clicks for the cancellation instruction, it says "see next page" (after pressing the booking button). This misleads the customer to start booking (b) with an impression of cancellable tickets. With the difficulty to find the icon for reading the instruction, a customer often realises that (b) is NOT cancellable only after receiving the booking confirmation. By then the customer has paid more than RMB 2000 for checking-in a piece of luggage in one leg.
I was one of the victims for this unfair and unethical practice. When I queried Ctrip customer service, after two polite correspondences, Ctrip terminated the conversation by returning an email saying the mailbox is full. How can such a major Chinese travel company be lowering itself to this level?

Update: Ctrip contacted me fairly promptly. Credits to both Trustpilot and Ctrip for re-establishing the company-customer correspondence. A customer service officer rang and offered RMB500 compensation as the tickets have already been issued. There was about over RMB 1700 overpricing, RMB500 is better than nothing but would still leave me more than RMB1200 out of pocket. This was followed by a second customer officer (speaking good English) to check the outcome. I will update this review again when I have received the partial refund (about 30%).

I wish there was zero stars! Selling this company a timeshare in Cabo and they have all but completely disappeared from the transaction. They won't take my calls and have blocked my number. This is looking like total FRAUD!

They are scammers. Cancelled my trip, I bought another one on their site for the same dates but they refused to refund the cancelled one, claiming it wasn't cancelled and it was delivered to me. If that were true, why would I buy the same flights for the same people to the same destination twice? Avoid at all cost.

FINAL REVIEW - 3 May 2018
Thanks to TrustPilot, Service Manager Oliver from Ctrip called everyday until EVERYTHING was sorted out
My opinion about TOTALLY TURNING THINGS AROUND has be voted a 5 STAR ...
With this amount of effort to change a NEGATIVE to a POSITIVE, Ctrip will WIN and keep WINNING
Our Company is up and running with Ctrip now and the problems have been sorted out, in a short space of time!
Therefore I change my -ve to a +ve +++
This has taught me that nothing is final and change can be a very positive thing ...
Actually this is the most POWERFUL "Negative" to "Positive" that I have experienced in my fairly long lifespan on Mother Earth!
Thank you!

FOLLOW UP REVIEW - 19 & 20 April
Service Manager Oliver,
Thank you for contacting me telephonically on both days and beyond, since this review ...
Ctrip's Billing Department are in the process of transferring money through to my Bank account now, thanks to your efficient follow ups.
I await assistance with the mapping of Ctrip to the channel manager SiteMinder and trust from the previous experience with you, that this will happen very soon. An update is in the making

INITIAL REVIEW April 2018
"HOTEL" IN AUSTRALIA
Today out of sheer frustration I am writing to Ctrip and would like to rate them "ZERO"
We were told that they are an International Company driving to send guests to Australia, especially to Sydney and the Blue Mountains.
We began our horrendous journey trying to set up a two-way integration with the channel manager Myallocator ... this did not happen until the channel manager was changed to HotelRunner six months ago ... then out of the blue we received an overbooking (from our first and only Ctrip guest).
Since this overbooking we have been trying in vane to map/integrate HotelRunner and Ctrip ...
Since this booking (which we were fortunate enough to honour because we had a spare suite) WE HAVE NOT BEEN PAID - this dates back almost three months now, and the worst part of it all is that nobody, absolutely nobody will put me in touch with the Billing/Accounts Department and Ctrip Support only sends many automated messages saying that a representative will contact us within 24 hours - this NEVER HAPPENS?
We were able to make contact with a Ctrip representative from Melbourne, Australia about five months ago, but this experience has been COMPLETELY FRUITLESS.
So until Ctrip get their act together I would HIGHLY NOT RECOMMEND DEALING WITH THEM!

Booked the train from Shanghai to Beijing and got our two tickets but we are not siiting together. Emailed customer service and was told that there nothing they can do.

No where on there website does it tell you that you won't get seats together.

Poor service.

Hello,

Sorry CTRIP, even though today is the very first day when i found out about your existence i am giving you 0 stars.
I never used or heard of ctrip.com till this morning when i received a email notification from my American Express account saying that i was declined to purchase some $326.00 (whatever) trip or travel service from ctrip.com. How did they know about me and my credit card-no idea. Past few days i've been using skyscanner.com to search some flights...but i have never bought anything from them either. Though now i know that CTRIP owns skyscanner... And They may see my info through it. Not sure...what i am sure about is: 1) Credit card replacemnet 2) Deleting skyscanner app on my phone 3) Never ever use or recomend ctrip.com to anyone.
Excuse my incorrect english...i am a half-american/half-russian. And i am the one who never really write negative reviews. Though i feel like i have to in this case to warn peolpe.

Next day (April 6th): My reply to CTRIP.
Hi Oliver,
Thanks for your reply and apologies. And i believe that "Normally, we wouldn't charge your card for something that you didn't order from us or use your card without your permission." Though i am still shocked that that happened...and that CTRIP knew about me and my credit card info and even used it before i even knew nothing about them.
After i left my first review last night i googled CTRIP a bit more. So...Now i know that CTRIP has offices in several cities and collaborates with other travel companies :Skyscanner, Tours4fun, trip.com. And i just rechecked that yesterday's declined credit card transaction and it says the full name of the merchant:" Ctrip Com Hong Kong Limited"
So Oliver, I don't have anything personal against you...Though i have it against the whole CTRIP system and company. So this review will remain "0" stars...

April 9th:
Hi Oliver,

I just sent (forwarded) that american express email about that declined CTRIP transaction you asked about. Hopefully it will never happen again...not to me or to anyone.

May 27th:

Oliver...what are you talking about? I already emailed you American Express notification about that transaction ( Read my reply i wrote above on April 9th). And you emailed me back asking me to provide these 3 things:
1. Card number (complete/full card number)
2. Transaction date
and my phone #.
What? There's NO WAY i will ever send my credit card number to the company that stole my identity and used that against me.
Please, do not reply. This review is getting only worse with your repeated messages.
And folks! This is my experience with this company i have never tried to have any experience with. If i was one of you i would definitely try some (if not anything else) other online travel agency.

Happy Summer everyone!

I purchased tickets with Ctrip in Jan this year, I noticed the middle name was incorrect, so I contacted their Customer Service Dept. They said the info I gave was incorrect when I booked my ticket. I could not prove as the info was in their system. After waiting for nearly a week for their feedback, They confirmed they could not change the name for me - the service was terrible, rude and no explanation was given. I then contacted Hongkong Airline, they told me that they could not help as it is agent's policy. Ctrip made no effect at all to help me, they don't show any care to their customer. I have to purchase a new set ticket. I will never book any trip with this company again !!!