Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/09/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint against Trip.com for refusing to provide a refund for an unused airline ticket due to medical issues.I booked a flight through Trip.com on August 22, 2022, for travel with ********* on November 27, 2022. Due to medical emergencies, my partner and I were unable to fly. I contacted Trip.com to request a refund, but they denied the request and referred me to *********. ********* informed me that Trip.com, as the booking agent, must process the refund.Despite this, Trip.com has not issued any refund or offered any assistance. I am seeking a full refund of the unused service. Instead I was given misleading information by representatives to contact the airline and my bank for a refund. Trip.com Booking No.: 18765336638Airline PNR: 2XTCJ3E-ticket Numbers: 220-7784802367, 220-7784802366Transaction Date: August 22, 2022 Merchant: Trip.com Amount: $1,616.20 Flight Details: ******************, Scheduled Departure November 27, 2022 Reason for Request: Inability to travel due to medical conditions,

  Business Response

  Date: 04/10/2025

  Dear Officer,

  
  Thank you for your follow-up.

  
  We contacted the airline to inquire about the refund policy for the customers ticket. The airline confirmed the following:

  
  The ticket is non-refundable as it has expired.

  
  The customer did not submit a refund request within the required timeframe(gennerally one year's expiration)

  
  As a gesture of goodwill, we offered the customer 5,000 Trip.coins (valued at $50 USD) to resolve the matter. However, the customer has declined this offer. We will keep the offer open should they reconsider.
  Please let us know if customer require any additional information or assistance.

  Best regards,
  ******

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 23180186
  
  I am rejecting this response because:

  we called both the airline & trip.com the day of the trip to inform them if us being unable to travel. Both companies advised us to contact the other company. We have been trying to resolve this matter since then. If we arent provided a full refund we will be suing for a minimum of at least 3 times the cost of the ticket for emotional distress, unjust enrichment and any other legal claim. 

  
  Sincerely,
  
  ******** ****

• Initial Complaint

  Date:04/02/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My flight VZ567 on Feb 16 2025 TPE-BKK got a schedule change of 1.5 hours late (IMG_8461). I was notified by trip.com only one day before the departure, the new schedule did not work for me. I contacted trip.com customer service on 16th Feb morning, the agent suggested me to submit a refund request and book a new flight by myself. Then I followed his advice.After arriving at ***, I checked the request status, the website showed that the request was not submitted to airline even after VZ567 departed with later schedule (IMG_0540).Then on 17th, I was informed by trip.com that my request was not successful.This is not acceptable since I did not voluntarily cancel this flight, and the *** did not provide enough time to adjust with new schedule. After my complaint, they did not take care my request on time. and refused me another time afterwards.Based on above truth and reasons, I request trip.com to refund my original ticket cost and the price difference with my new ticket (Itinerary.pdf)

  Business Response

  Date: 04/03/2025

  Explained the change request handling process. While the airline only offers a full refund for flights delayed more than 2 hours, in consideration of the challenges the passenger faced, we offered a gesture of goodwill of ****** trip coins, which is equivalent to the customer's full ticket value. The customer accepted the offer as the full and final settlement of the case.

  Customer Answer

  Date: 04/03/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ***

• Initial Complaint

  Date:03/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to their site when the host site kept crashing and recommending them. I thought I bought 2 tickets to ***************** ***** especially given the extra cost for what I thought was a deal but when they sent me the receipt I immediately called them to point out it was for only 1 ticket. I asked to simply purchase another even given the extra cost but they came back and said there was nothing they could do. They blamed Universal Studios Japans policy. I went onto to the ***************** ***** site and similar tickets for 2 people equaled almost the same amount I was charged for 1 random selection ticket.

  Business Response

  Date: 03/25/2025

  Attempts have been made to contact the customer, no response from the customer yet
  

• Initial Complaint

  Date:03/21/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been in communication with Trip.com over 10 times, attempting to add my middle name on my airline ticket and have been unsuccessful. I got nothing but the run around and not able to speak with a supervisor. ************* had issued a Waiver Code to Trip.com to modify the airline ticket, but Trip.com is refusing to complete this requested. This trip is fast approaching and any assistance would be greatly appreciated. Thank you.

  Business Response

  Date: 03/24/2025

  Dear Team,

  I hope this message finds you well.

  Please be advised that we have done the name correction process for passenger successfully but passenger has no reply for it, thus the case was closed temporarily.

  Please let us know if any problems.

  Ilane 

  Trip.com

  Customer Answer

  Date: 03/26/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:03/19/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked ************-at ************* through Trip.com US under Booking No. ****************, relying on Trip.coms map location that falsely showed the hotel in Aerocity, near *********************************************** (**), just 17 minutes away. However, upon arrival, I discovered that the actual location was in ******************, which is 27 minutes away in an isolated and unsafe ******* a solo female traveler with an overnight layover, I chose this hotel based on Trip.coms map accuracy, expecting it to be safe and near the airport. Instead, I was placed in a remote and unsafe area with no female staff or proper security *********** 1:00 AM, five minutes after ordering food, I received an anonymous phone call in my hotel room from someone using vulgar language and persistently asking to enter my room. Feeling completely unsafe, I packed my bags and left the hotel by 2:30 AM instead of staying the night.The hotel itself was in terrible conditionthe room was unclean, pillows were not changed, and there was no shower in the washroom. Additionally, there were no security personnel or staff available to assist guests.This was one of the most distressing and unsafe experiences of my life, and I am filing this complaint because Trip.com failed to provide an accurate listing, putting my safety at risk.I have attached screenshots showing Trip.coms incorrect hotel location versus the actual ****** Maps location to prove that the listing was misleading and false.

  Business Response

  Date: 03/20/2025

  Dear BBB Officer,
  

  We are replying to you regarding the customer complaint with reference ID ********.
  
  Customer experience is always our utmost concern, and we have reached out to the guests to address their concerns accordingly.

  We are pleased to inform that customer accepted our solution and consider this case closed.

  We appreciate your patience and cooperation throughout this process and are committed to providing our customer with the highest level of service.
  
  If the customer has any further questions or concerns, please ask the customer to contact us. We are always here to assist.
  
  Best regards,

  ****

  Trip.com

• Initial Complaint

  Date:03/19/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On early February 2025, I purchased a flight ticket through Trip.com for a flight scheduled for February 18, 2025, departing from ******, **********, to *****, *******. A day before my flight, Trip.com informed me that the flight was delayed, which would cause me to miss my connecting flight. As a result, I was given two options:1.Re-book another flight 2.Request a refund I chose to re-book my flight for February 20, 2025, but Trip.com was unable to confirm the new booking. Consequently, they told me they would issue a full refund since they could not provide an alternative flight.Since February 18, 2025, I have been actively trying to recover my refund. Despite multiple calls and chat sessions with their customer service team, I have not received my money. After weeks of no resolution, I filed a dispute with my credit card company.I received an email from Trip.com stating that I needed to fill out a form to receive my full refund. However, they informed me that they would only refund the ticket cost, excluding the insurance I purchased. Since the cancellation was not my fault, I insisted on a full refund, including the insurance.They requested my bank details, which I provided. However, after days of waiting, they emailed me again, stating that the form was invalid and required me to fill out another form to receive my refund. I refused to do this because they have all the necessary information, and it is their responsibility to process the refund correctly. At this point, I feel like I am being scammed. It has been nearly a month since the cancellation, and Trip.com has still not refunded my money, despite multiple assurances. I am requesting that Trip.com immediately process my full refund, including the insurance cost, without further delay. They already have my payment details and have acknowledged that I am entitled to a refund. I should not have to keep filling out unnecessary forms or chasing them for my rightful refund.

  Business Response

  Date: 03/21/2025

  Dear Team,

  I hope this message finds you well.

  We reached out to the passenger regarding the refund issue but did not receive a response. We will follow up once the passenger gets back to us.

  Please do not hesitate to contact us if any problems.

  Best Regards,

  Ilane

  Trip.com

  Customer Answer

  Date: 03/26/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:03/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Better Business Bureau,I am filing a formal complaint against Trip.com for their unfair and deceptive business practices regarding my refund request. I booked a flight through their platform, but due to the unfortunate passing of a family member, I had to cancel my trip. Despite this being an unforeseen circumstance, Trip.com has been using delay tactics and refusing to process my refund, even though the airline (*******************) has already canceled the ticket.Trip.com continues to claim that the refund is still subject to approval, while at the same time holding onto my money instead of returning it to me. Their customer service has been unhelpful, and they are clearly dragging out the process with no valid reason. It is unacceptable for them to take advantage of grieving customers and use stalling tactics to avoid issuing rightful refunds.I am requesting the BBB to investigate this matter and hold Trip.com accountable for their unethical behavior. I expect a full refund of my booking amount and a resolution to ensure other customers do not experience similar mistreatment.Thank you for your time and assistance.Sincerely,******** ******** ******

  Business Response

  Date: 03/19/2025

  Hi team,
  

  Please be informed that we have extended a goodwill offer to the passenger and will continue to assist them in submitting a death refund request to the airline once we receive the relevant documents from the passenger.
  

  Best regards,
  

  *****
  

  Customer Success Team

• Initial Complaint

  Date:03/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a trip which included 3 flights. I tried to redeem my trip coins and were not able to when I booked my flights. Today I received an email that my 940 trip coins had expired.

  Business Response

  Date: 03/06/2025

  Dear Customer,
  
  Thank you for reaching out to us.
  
  To find quick answers, we kindly suggest referring to our FAQs. If you need further assistance, please don't hesitate to reach out to us through our chat or call channels.
  
  We appreciate your feedback and look forward to serving you.
  
  Best regards,
  
  Trip.com Customer Support

• Initial Complaint

  Date:02/20/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Wife booked trip on *********, using dates in late march for hotel stay. kayak redirected to trip.com and when she completed the booking, the dates on the booking changed to January, instead of March 27 through 29. refuted this immediately with trip.com and later with credit card company, twice .. unwilling to offer refund. they stated this was non refundable and we are indicating fraud as the dates changed from the time the page initially showed up on trip.com, with correct dates, but by the time she booked it, the dates changed. this is clearly fraud.

  Business Response

  Date: 02/21/2025

  To whom it may concern,
  
  We are replying to you regarding the customer complaint with reference ID ********.
  
  Customer experience is always our utmost concern, and we have reached out to the guests to address their concerns accordingly.
  
  After thoroughly verifying the customer's request, we made every effort to offer a possible solution to the customer. However, we were still unable to meet the customer's claims due to the terms of reservation conditions.
  
  Right now we have reserved this proposal for our customer for their further consideration, and we will continue to serve our customer upon further update.
  
  Should you have any other concerns, please do not hesitate to reach out to us.
  
  Best regards,
  ****

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22931761
  
  I am rejecting this response because:  we have evidence that their booking system changed the dates on the final booking screen.  We tried multiple times to resolve this and get a refund, and at one point, they offered a partial refund to my wife on the phone - a sign that clearly they admin something was wrong.  We reject this response and are continuing to fight this issue - their customer service is the worst we have seen.
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 03/07/2025

  Dear BBB Officer ,
   
  Thank you for contacting us regarding customer feedback with reference to ********.
  
  After a comprehensive investigation on the condition of the reservation created by the guest, we have taken the necessary steps to approach our partners to address the concerns for our customers.
  
  Unfortunately, according to the terms & conditions of the reservation during the creation process of our customer, we are regretful to inform our guest that our partner has decided to stay firm with these conditions, even though we have initiated several attempts to seek a most favorable outcome for our customers.
  
  In the end, ******************** has provided a resolution proposal as a gesture of goodwill to assist our customer to reduce their loss as much as possible. So far this solution has been kept for the customer and we will still await the further consideration from the customer.
  
  We appreciate your patience and cooperation throughout this process and are committed to providing our customer with the highest level of service.
   
  Should you still have other concerns, please do not hesitate to contact us.
   
  Best regards,
  *******
  Trip.com
  

  Customer Answer

  Date: 03/16/2025

   
  Complaint: 22931761
  
  I am rejecting this response because:  this message is not acceptable.  We saw a message from our credit card company that said this has been resolved, but last time we saw that, they rebilled us.  Need to wait a week or two to see if they try and rebill us again.
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 03/21/2025

  Dear BBB Officer ,
   
  Thank you for contacting us regarding customer feedback with reference to ********.
  
  After a comprehensive investigation on the condition of the reservation created by the guest, we have taken the necessary steps to approach our partners to address the concerns for our customers.
  
  Unfortunately, according to the terms & conditions of the reservation during the creation process of our customer, we are regretful to inform our guest that our partner has decided to stay firm with these conditions, even though we have initiated several attempts to seek a most favorable outcome for our customers.
  
  In the end, ******************** has provided a resolution proposal as a gesture of goodwill to assist our customer to reduce their loss as much as possible. So far this solution has been kept for the customer and we will still await the further consideration from the customer.
  
  We appreciate your patience and cooperation throughout this process and are committed to providing our customer with the highest level of service.
   
  Should you still have other concerns, please do not hesitate to contact us.
   
  Best regards,
  *******
  Trip.com

• Initial Complaint

  Date:02/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have booked a ticket from *** to Lko for Feb 25th. The original flight got cancelled and Airline gave me a flight that I cant take. I called trip.com for a direct flight which they said they will confirm on 1 hr and I didnt get the call back. I called back on feb 9th for cancellation after waiting for 24 hrs I got to know that my ticket has been changed to a day before by an agent and there will be 15 hrs lay over at *** with no hotel and I need to collect luggage. I am on wheel chair and cant do it. Now they are saying I am ineligible for full refund. I am getting a flight from same airline from *** to Lko for 438. Help me to resolve issue within time and give me full refund and compensate of hassle

  Business Response

  Date: 03/05/2025

  Dear Team,
  

  Thank you for bringing this matter to our attention. 

  Upon reviewing our records, we confirmed that the case was resolved with the passenger on February 14th through an offer of ****** Trip Coins, which the passenger accepted as the final solution.
  

  Should any issues arise, please do not hesitate to contact us.
  

  Best regards,
  

  Ilane
  

  Trip.com