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:06/11/2024

  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.

  Trip.com has refused to give me a refund when I provided evidence that they did not give me the correct information on when I needed to be at the airport and when the stalls close for specific airlines that they go through to connect flights. They will not give me a definitive response but on how we will resolve this and have not contacted me even though they told me they were going to escalate the issue. I just want a full refund or a voucher to get back home. This is unacceptable from an international company that deals with people 24/7 and cant provide information to those who fly irregularly.

  Business Response

  Date: 06/12/2024

  Dear Better Business Bureau,

  Thanks for forwarding the passenger's feedback to us. Upon our investigation, the passenger arrived around 45 minutes before the flight and he missed the flight. However, we do remind our customers to arrive at the airport at least 3hr prior to departure to ensure enough time to check in. Therefore, we apologize we really cannot bear the cancellation fee of the ticket as he requested. We've contacted him and explained to him about this already. If he would like to apply for a voluntary refund, please kindly inform us since currently the ticket has not been refunded yet. We will wait for his confirmation before submitting the voluntary refund request to the airline. 

  Any further questions please feel free to let us know.

  Best regards!

  Gaby

  Customer Success Team

  Customer Answer

  Date: 06/20/2024

   
  Complaint: 21824975
  
  I am rejecting this response because:
  You did not inform me that the ticket booth would be closing an hour before take off which is something crucial to me needing to know. I require a full refund at least for this event that could have been avoided on your part.
  Sincerely,
  
  *************

  Business Response

  Date: 06/29/2024

  Dear Better Business Bureau,

  The cusotmer's feedback is well received.

  
  We do remind our customers to arrive at the airport at least 3hr prior to departure to ensure enough time to check in. Therefore, we apologize we really cannot bear the cancellation fee of the ticket as he requested. We would like to remain our solution. If he would like to apply for a voluntary refund, please kindly inform us since currently the ticket has not been refunded yet. We will wait for his confirmation before submitting the voluntary refund request to the airline. 

  
  Any further questions please feel free to let us know.

  
  Best regards!
  Gaby
  Customer Success Team

• Initial Complaint

  Date:06/05/2024

  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.

  See attachment: this company didnt disclose to me details about baggage adding and then what in if they did give was misleading and when I tried to resolve with them several times - they would barely even try! See attac s items with more info into this situation. They had claimed to be saving me money but I feel I was scammed and in the end they are costing me $121 more then itd been to book direct through breeze airways ..I am not new to flying and had I known this then I wouldve booked direct with breeze but due to trip.coms falseness I thought I was actually going to save money !! I believe they need to price match or be competitive although in think they should not had misled me to begin with and should beat what breezes costs me like be but Id be happy if they reimbursed me to price match or be competitive within $25 of what ****** wouldve costed me.

  Business Response

  Date: 06/06/2024

  Dear BBB,

  We are delighted to inform you that the bags have been successfully added to ***'s booking. A confirmation email has been sent to Pax. Thank you for your cooperation and understanding throughout this process.
  
  If you have any further questions or need any assistance, please feel free to reach out to us. We are here to help.
  ******
  

  Customer Answer

  Date: 06/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is NOT satisfactory to me.  However, there is no resolve in this situation and in fact-when I had filed the BBB complaint, they removed my baggage from me completely.  They offered me $15 off to help console me and I advised them that that was not acceptable to me-meaning it does not resolve this for me as I still believe they really were in the wrong and had I known this was like that, I would've went with the airline directly.  Lessons learned!  So, before they decide to remove my tickets and then not give me my money back, it's best to let this go-as a ****** and I will book directly with the airline in the future.  I see how they operate and that's all that matters now.

   

  Thank, you,

   

  *****

   

  (by the way they addressed me in their response as 'Pax'<--that iS NOT my name). 

• Initial Complaint

  Date:05/17/2024

  Type:Service or Repair 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.

  05/08/24 I purchased 2 roundtrip tickets from ******* to ******. Frontier delayed the flight, then cancelled the complete flight going. I never received an email from TRIP about cancellation, but only an email about the delayed flight. I was informed by other passengers that booked directly with FRONTIER. **** is 3rd party so they would be responsible for rebooking and giving me full refund. However, TRIP is refusing to give me a full refund, instead a partial refund. I was charged the full amount of $111.80 for booking number: ***********. However, TRIP issued a partial refund of $55.60 for booking number ***********. And, no refund for the remainder balance. The company **** ****** deceitful gave another booking number:32193873303 that I never received notice about. ****** claimed the booking amount of $56.20 and stated no refund per FRONTIER airline policy for return flight. ************************* from FRONTIER airlines stated that I am entitled to a full refund because FRONTIER cancelled the flight going to ******.

  Business Response

  Date: 05/19/2024

  Dear BBB officer, 

  We have successfully contacted the customer and processed a full refund for the ticket from ****** to *******(***********). The refund will be credited to the customer's account within 5-7 working days. Please note that the exact timeline for the refund to be reflected in the customer's bank account *** vary depending on the issuing bank. Thank you for your understanding.

  Best regards,

  ******

  Customer Answer

  Date: 05/31/2024

   
  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:05/14/2024

  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.

  I made 2 bookings with Trip.com for both ******* wife for a trip to *********. The entire trip was completely ruined & we had an awful experience. I have been waiting on a response from Trip.com ever since we returned back to ****** on May 2nd. The first is our booking for the *************** and ****************, Booking number ***********. Total hotel cost was $74.68. They gave me $25 in trip coins but nothing else for our horrible experience. The hotel was awful, and I gave them a 1-star review on website. Hotel never cleaned our bathroom with hair on the shower door (not our ***** ******** had stains on the toilet seat. Even a dirty towel was left on top of our clothes the last day of our stay. Filthy hotel but manager ****** was friendly but housekeeping staff never did job. Flights we took were terrible. Trip.com Booking No. *********** for our flights to and from ****** and *********. First flight was on April 29th with flight Delta Air Lines DL2260. We were basic economy and not main cabin, so we had to pay extra for seating and one luggage piece to *****, and last ones to board the flight. Flight returning to ****** on May 2nd was even worse with ******** Airlines F94684. We were scheduled to depart 17:40 Las Vegas time but the flight changed the gate at the last second & was delayed nearly an hour and our departure left ********* at 18:00 ********* time. We purchased AirHelpPlus for any flight delays or cancelations for our trip. Agents on the chat said that I only purchased protection for our first flight but not the second which is very deceptive since another agent said it applied to both flights. Total paid for our flights to trip.com was $367.90. Now we are claiming compensation for AirHelpPlus from Trip.com & keep getting a wait for x many hours and nothing. ***************** from Trip.com keep telling us to wait because a team is working on it. We are very upset by the service and complete disaster of our trip. We want our money back.

  Business Response

  Date: 05/16/2024

  Hi, ********************************* booking 31541198737, please kindly note we contacted the guest to offer a solution, which the guest accepted. 

  Regarding flight booking 31599512621, please kindly note we offered a goodwill offer before the customer feedback on your side. Unfortunately, we are not able to provide any more compensation. And the passenger can contact the airline directly for the compensation request. Thank you. 

  Best Regards

  *****

  Customer Answer

  Date: 05/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me. Please close complaint and let Trip.com know that I am not pleased by the airline side. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/26/2024

  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 purchased 3 tickets from trip.com for the palm springs aerial tramway in ************ ca. Purchased on the 8th and meant for the 10th.The night if the 8th we felt ill. Next day took a home covid test and we all had it. I asked for a refund, credit, or tickets honorired for another day. They Saifd they'd contact the tram to try to get them to honor tickets. I called them previously and they wouldn't. Several days later I got an email from trip.com stating the tram would not refund. First of all, I'd like them to just honor the tickets and second how do I even know that trip.com tried to work things out. I don't feel that it's fair that we got punished just for being sick and for being responsible. Those tram cars are packed like sardines. Sick people are not a good thing. The ticket order from trip.com is ***********. Please get them to make this right. Refund or issue new tickets. Thank you

  Business Response

  Date: 04/28/2024

  Dear BBB Officer,
  
  Thank you for contacting us regarding the refund request. Our team has carefully reviewed the customer's concerns and taken the necessary steps to address them. 
  
  We have tried to contact the customer but has not received a reply yet.
  
  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,
  Hailey
  
  

• Initial Complaint

  Date:04/02/2024

  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.

  I am writing to address an issue regarding a recent booking we made through Trip.com with Trip Number: ***********. I have contacted customer support numerous times in an attempt to resolve this ticket, but unfortunately, I have not received any resolution. Therefore, we require your assistance. It is evident that our intention was not to make a duplicate booking; rather, it was an error on trip.com's website. We expect a full refund as this is a system error. Upon completing the booking process, we tried to settle the payment, but it did not push through and was given an option to "Pay now", that's when I tried to pay again and it went through. Regrettably, we later discovered that two separate email confirmations were received, indicating that the booking had been duplicated. It is important to emphasize that our intention was not to make duplicate bookings for the same flight and the same individuals since we have been doing this and we are very familiar with this process. It was mentioned that they would reach out to me after 24 hours regarding the airline's decision before proceeding with the refund, however, we just got a notification that only a partial refund was processed.I acknowledge the standard policies and regulations governing airline bookings. Nonetheless, I respectfully request that you escalate this matter for further review and consideration. Given the circumstances described, we firmly believe that a full refund is warranted.

  Business Response

  Date: 04/13/2024

  Hi BBB 

  Kindy note,we have settled this case and reached agreement with customer.

  ******

  Customer success team

  Customer Answer

  Date: 05/07/2024

   
  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:03/06/2024

  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 am requesting a refund for my ticket and other associated expenses for a ticket that went unused due to the negligence of a ******** Service Supervisor. I booked my flight on 02/12/24. I mistakenly booked my flight using my Mexican passport instead of my American passport.On 02/15 I submitted my request to change the name of my ticket. I was informed that a new ticket needed to be purchased and that later my original ticket would be refunded to **** approved this and despite having had made my request on 02/15- a day before my departure I had no update.I went multiple days without receiving an update.I chatted with someone every other day and the message was always the same "please be patient" Even on the date before my departure,I was told multiple times that my issue was being escalated and that I would receive an update within an hour or 2. I never received an update. Lastly, I requested to speak with a supervisor because I could no longer be patient. I was unhappy and unsatisfied by the lack of care and the turnaround time. The supervisor's name was ******. Multiple times he tried to brush me off by saying he could not do anything. He noticed by persistence and my unwillingness of ending the chat without getting an answer. Ultimately, he agreed that he would refund my ticket. To do this, he had to cancel my name change request. I told him that I did not want him to cancel the request unless my refund was guaranteed. He guaranteed that I would receive a refund as the system indicated that I would be refunded the full amount. I felt satisfied with his answer and agreed. Later in the day, I was contacted by another person from Trip whom told me that my refund request was denied per policy. The only solution offered to me was to arrive early to the airport and request the change to be made there. Without having any other choice, I attempted this and was denied the change. I was forced to purchase a new ticket for the following date and I had to pay for a hotel.

  Business Response

  Date: 03/11/2024

  Dear BBB officer,

  We have reached out to the customer and offered a goodwill gesture. We are pleased to inform you that the customer has accepted the proposed solution. If you have any further questions or require additional information, please feel free to let us know. We are here to assist you in any way *****************,

  Sophia

  Customer Success Team
  
  
  

• Initial Complaint

  Date:01/23/2024

  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 am writing to you to raise an issue about: ************** The issue that I have experienced was: For my hotel booking at Barcelona worth $675, the hotel check-in was closed. They asked me to check-in to a different hotel after hours of wait and phone calls. The other hotel was way cheaper than my original booking. The ** and heat were not working. The room was different and smaller than described. Cleaning was not done for 4 days. The manager said Trip.com will process a refund but Trip.com denied. I lost mental peace and will involve my attorney if this persists.It occurred on: 29/01/2024 This meant that For my hotel booking at ********* worth $675, the hotel check-in was closed. They asked me to check-in to a different hotel after hours of wait and phone calls. The other hotel was way cheaper than my original booking. The ** and heat were not working. The room was different and smaller than described. Cleaning was not done for 4 days. The manager said Trip.com will process a refund but Trip.com denied. I lost mental peace and will involve my attorney if this persists.Refund my money to my credit card I look forward to your prompt response on this matter. As recommended by Trading Standards, I would like to keep a complete record of my case, so please reply to this email address.Yours faithfully,Ash Bas Booking Reference ***********

  Business Response

  Date: 02/02/2024

  Dear BBB Officer,
  
  Thank you for contacting us regarding the refund.
  
  Our team has carefully reviewed the customer's concerns and taken the necessary steps to address them.
  
  We are pleased to inform that we have successfully resolved the customer's issue 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,
  

  *******

  
  

• Initial Complaint

  Date:12/27/2023

  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.

  The day December 5th, I wanted to book a flight ticket from *******, ***** to *******, ********* and another one from ******* ********* to ****, *********. As I'm a resident in ****.I saw AirArabia had a good option from the ******* to ********* leg, I tried to book on AirArabia's website but my card was constantly declined. I so decided to do it on Trip.com that has always worked with my card. What I received is a message that my ticket was being issued and I would receive it the 6th.A day later, the ticket was still not issued and in good faith for Trip.com I decided to book on the same website the leg ********* to ****. Once I did it I instantly received the ticket with no issues.A day later the 7th I notice the first ticket *******-********* is still not issued. I start contacting the customer support who just respond I should wait.When I tell them I would contact the Better Business Bureau that's when they start giving some meaningful reply, they simply say I should go on the AirArabia website, book the flight and they would send me a refund for what I paid on Trip.com. Remember how my card doesn't even work on AirArabia's website. I tell them it's unfair to have my money, tell me to spend more and then "I will receive a refund later".What I'm asking them is to either give me a ticket *** one day later than I booked for (meaning, 14th) or refund both tickets as they are connected to the same trip and the second can't work without the first that was never issued. Now we are the 10th and with the timings of the BBB I doubt the first resolution will be possible, only the refund.*******-******* booking for Dec 13th number *********** USD ****** *******-**** booking for Dec 20th number *********** USD ****** The solution they want to offer me instead is to receive a refund only for the first and some "Trip dot com points" that I will likely never use. If they have my money they are so willing to send me back why won't they just book my ticket.

  Business Response

  Date: 12/27/2023

  Dear BBB Authority, 
  
  Greetings from Trip.com.
  
  Thank you for forwarding the customer's concern. Upon reviewing the records, we apologize for the delay in issuing the ticket due to unavailability. In our efforts to address the customer's case and resolve their concern, our initial suggestion was for the customer to purchase the same ticket (with the same passenger, date, route, and class) on the airline's website. We assured the customer that we would issue a full refund for the original unused booking (******* to *******) to his original payment method and cover the fare difference if any. Additionally, as a gesture of goodwill, we offered ***** trip coins.
  
  However, after further communication and agreement with the customer, we decided to issue a new ticket for him. The new booking number is *********** for flight from ******* to *******. Furthermore, we have credited ***** trip coins to the customer's ******************** account, which is linked to his email address ****************** on December 11, 2023. The customer has been informed of the outcome already.
  
  Thank you!
  
  Best Regards,
  Trip.com
  

  Customer Answer

  Date: 01/12/2024

   
  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:12/27/2023

  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 flight with trip.com on September 30th. Due to extenuating circumstances (my pet needing emergency surgery) I had to cancel my honeymoon on October 28th. Every other company I booked hotel/travel with for the trip reviewed the evidence of my extenuating circumstance in a timely fashion and provided satisfactory solutions, usually in the form of a credit to expire within a year. Trip.com exacerbated my already unfortunate situation due to their lack of follow through on my requests and their inability to offer any satisfactory solutions. Originally I contacted them on October 28th to cancel my flights and request a refund or credit. I provided the necessary evidence of my extenuating circumstance and they stated they would investigate and reply to my inquiry. They never replied so I contacted them again on November 10th and they again stated someone would before my flight to resolve the issue. I stayed up all night by my phone waiting, but no one called, my flight came and went without proper cancelation. I again contacted before my return flight on November 18th to follow up and they offered a fractional refund which I found unacceptable. They stated that the airline I was supposed to fly on, Aerolinas Argentinas, did not have a good cancelation policy and that was the best they could do. I replied that I did not book with ********* Argentina and asked if they were able to effectively argue the case of my emergency with the airline. I am asking that they refund the amount of the first flight because they have since responded with an offer of trip coins for the second flight via Booking No. *********** (Case No. ********). I have accepted this from them but am compelled to contact the BBB for compensation on the other flight of the trip as all other businesses I used were more helpful and understanding than trip.com and I am hoping they will offer a refund or store credit for the full amount of the flight.

  Business Response

  Date: 01/02/2024

  Dear BBB Authority, 

  Greetings from Trip.com.
  
  Thank you for forwarding the customer's concern. Upon reviewing the records, according to airline's policy, and a verification with the airline, there is no special refund condition due to passenger's situation.

  Passenger had two bookings with us, we have refunded trip coins of ***** to passenger's registered account coins due to our agent's error, passenger agreed with this offer, and coins has been added.

  However, for another booking, the ticket policy will be applied, the refundable amout is around 127 BRL. The passenger has already stated that they will contact the airline directly to seek an exception.
  
  Thank you!
  
  Best Regards,
  Trip.com