English Ctrip Reviews 276

After your hard work searching for reasonable prices for flights, you finally decided which one to buy. When you go to payment, you often found the ticket is sold out, and then you have search it again and again. What's even worse, after I paid for a flight successfully (with Email confirmation), I was told later the flight is also sold out!

I only notice it when the departure time approaches, the price shoots up crazily (during Christmas time). All I can do is either choosing their alternative which is a return flight which takes 40hr each way from Germany to China; or getting free cancellation but no compensation at all, and I have to pay extra a hell amount of money to buy a new ticket by myself, and reschedule my travel plan. Moreover, the customer service is also super slow, arrogant, not very helpful...

Anyway, it's really terrible experience, don't go with them...

The bad ratings say it all and I will second the messages posted on here. I am currently trying to change a return date on a flight for my parents and this caused me unbelievable stress and anxiety. Given that ctrip (now Trip.com) are a listed company, in theory should have good IT systems, (they own skyscanner) they should not be pardoned for the way they come across. For a big organisation like them it is shameful that they are getting it so wrong and coming across as fraudulent. I was called up and given price changes for 3 dates ranging from £40 to £150. When the payment link was first sent to me it was for £420 for 2 pax. I enquired about more dates and then was told that it would cost £800 per passenger to make a date change. This is even more expensive than booking a new return and letting the existing go to waste! I was told that they need to contact the airline to make a date change but when I spoke to the airline, the help desk there said normally agents don't come to them - my ticket had a firewall on it and they could not access it. If they want to make money out of a change why don't they just be transparent about it rather than say that they are charging an admin fee of £11 and anything else will be a fare change. They are clearly making a mark up but why not say that and be transparent? Terrible experience and hopefully never have to deal with them although I do love skyscanner :(

Changing international flights with Trip seems IMPOSSIBLE. Each time you talk to a different operator and need to tell the whole story again. They cannot check the availability of flights in the same category, so basically they take the request, then pass it to the airline, the airline says NO AVAILABILITY and then you start again, one new date at a time. I ended up begging to check in a range of 6 days, 2 or 3 flights per day, the answer (via email): NO AVAILABILITY and been advised to cancel the seat before departure and changing it afterwards. Why should I cancel without having a confirmation of a new flight? Would new seats be magically available afterwards? Sounds more like making a favor to the airline...

Very bad. For a round trip, I bought the recommended insurance for tickets change, but I was not told clearly that I was only allowed to change before I start the entire trip. And when I contacted Ctrip change the ticket , I was not able to find any term from the website until I was asked to pay all the charges, then I realised I couldn’t claim back. I tried to cancel the change immediately, but I was told my original seat was deleted already, even before I got my new flight. And they could do nothing to help. I am so upset feeling like I was tricked. I will not buy any tickets from them in the future. They are bunch of liars!

Using it for booking my trains/flights and accommodation in China. Everything is going smoothly so far, many choices regarding accommodation and transport and if they weren't able to confirm my booking, which happened once, I got all refund straight away. I also had to use their customer service, as unfortunately I used wrong email address when booking my flight. Very helpful and kind, sorted my problem in 5 minutes!

I had booked my flight on #Ctrip. My grandma has passed away and I made changes to the flight. This cost meS$243 to change the flight. The flight was subsequently cancelled and I was asked by #Ctrip to request a refund. No other options were given. I was only refunded the original flight cost and not the S$243 that I had paid to make the changes. Now I have given #Ctrip S$243 and I have nothing to show. Worse, I was told to suck it up and no redress.

Appalling experience and no responsibility.

We booked a room in Cairo through Booking.com. This was a booking.basic rate and was outsourced to CTrip. We discovered when we arrived at the hotel that the rate we had received was for "Chinese citizens only" and that we would have to pay a higher rate. We also found out that my name had been changed on the booking so the hotel were reluctant to let us check in at all. The room we booked was a Club room, with double bed and lounge access, but we were shown to a basic twin room.

It seems that CTrip either changed booking details themselves or outsourced the booking to Destinations of the World. We discovered only when trying to resolve this issue that the final booking was made by dotw.com. This was never communicated to us and it made resolving the issue extremely difficult.

Beware of Booking.basic, especially if it leads you to have to deal with CTrip!

The worst possible agent to book a flight. We had to cance our flight due to an emergency. Rebooking the flight was a real nightmare. I have called the customer service more than 10 times and I was told that an agent will call me to give me prices for new flights. However, 3 days later their agents still can’t figure out how much it is going to cost to change the flights. In other words it takes them 3 days (and still no confirmation) to figure out a simple price - something that usually takes seconds. If a person needs to change for the next day it is impossible. The staff doesn’t speak fluent English and the whole process is rediculous. Nothing compared to Expedia or any other travel agency. If you want a smooth booking NEVER use Ctrip!

The great paradox - day three - got a call from the agent in the morning (asking for flights that I am interested in. Even though that I have provided that information more than 10 times with their customer service department). Anyway, they write down the flights and tell me that they are going to call me back later with prices (they have confirmed that there is availability in the given flights). 5 hours later, they call back to tell me that they have a price but it is not longer valid because there is no availability in the given flights. They tell me that they can check for business class but it will take some time and will call me back again. My simple thought is - ok, when they call would their price be valid this time or the flight would have become unavailable by then. As I said the whole process of rebooking is a burecracy paradox. They call to tell you that they will call again to give you a price. And when they call again same things happens again and again.

Ctrip you better figure out your own processes and use a simple logic so that you avoid such situations!

No wise person should ever use that service until it is significantly improved! That would have been acceptable maybe 20 years ago...

I dunno why so bad reviews here.. I actually switched from Agoda/booking to Ctrip which is always cheaper and so far extremely reliable. Last example on Saturday 22 June when I called to double check a location in Phuket. The number I found was a Chinese one (+86), International section, and a lady answered me in a very sweet manner. Based on my little elements she immediately understood the issue, hold me on the line and after a bit clarified what the website was not describing properly. The way she acted has been so professional that I asked for her name to be make sure I could get the best review on her performance. Really nothing bad to say! Assistant name: MOOK LIM (S72808) Customer Advisor, great job Mook!

I have got a refund from Ctrip due to my flight cancellation.
Hopefully next time u will take care of this matter as soon as it happens.

I booked a bedroom in Pousada da Serra da Estrela through booking.com. When i chose the bedroom i wanted, a new lower price was shown, saying it was booking basic with C Trip partner. I chose it and completed my reservation, it was non refundable rate and it was paid imediatly by my Credit Card Data on booking.
When i got to the Pousada, they didnt have my reservation and i had to pay again and a higher price in order to check in.
Later i found out that the reservation was made in another nearby hotel with a similar name. This is fraud and unacepptable!
Update after C-trip's reply: C-trip, as Booking, says they are not responsible because a third party made the reservation and recomends for me to get in touch with this other agency. And no one informs me the name of this agency. Have you read Kafka? This is hilarious.
C-trip, a final message: Please stop mocking people, it is rude.

74% rating of poor to bad says it all!

Trip.com originally was an American run and owned company with customer service objectives but it was then purchased by one of the largest travel companies in China and was renamed C-Trip.com and customer service became irrelevant.
For our 25th anniversary I booked a return flight to Perth starting on Thursday 14/6/18 however due to unknown roadworks we arrived 45 minutes before our flight was due and issues occurred from then on with the Virgin Airlines kiosk system refusing to allow us to print our boarding passes. In the end we were not able to board our flight and I tried the Virgin Service Desk who advised as this is a class 'M' ticket it can be changed for another flight for an amendment fee of $100 but it can only be done via the booking agent, in this case CTrip.com so I call C-Trip.com for assistance. Ctrip.com refuse to assist and advise me they cannot amend the ticket (which is false and incorrect information because Ctrip.com are incompetent and don’t even know the terms and conditions of the tickets they purchased from Virgin Airlines). Ctrip.com refuse to help and advise it is Virgin Airlines’ responsibility to amend the ticket and refuse to accept the terms and conditions on the Virgin Airline tickets which is clearly documented that the tickets are ‘M’ class tickets and can be changed to another flight with an amendment fee of $100 BUT can only be changed by the booking agent being Ctrip.com but Ctrip.com refuse.
I constantly ask for a manager or supervisor to escalate this to but each and every time I call, I am advised none are available (pathetic customer service) but that someone will call me. Nine hours later, no one from Ctrip.com calls me and every time I call and quote the complaint reference number #5594282985, Ctrip.com staff mysteriously hang up the phone (happened 4x Thurs 14/6/18 9:30am - 11:30am). Each time I call I advise Ctrip.com that the Virgin Airline tickets were purchased by Ctrip.com as the booking agent and that they are class 'M' tickets and it can be changed (as advised by the Virgin Service desk) and Ctrip.com advise they will call back in an hour with an amendment (starting as at 10:00am) but I ask to speak to a manager / supervisor and Ctrip.com hangs up and no call back is received each and every time.
I end up out of pocket an extra $400.00 as I purchase other tickets on my own directly through Virgin Airlines and thanks to Ctrip.com’s lack of skill, lack of service we are stuck at the airport for over 12 hours before we are able to catch a flight. Mind you we missed the 8:35am flight but if Ctrip.com had provided any assistance and amended the tickets as requested on numerous occasions, we could have been on the 12:00pm flight instead of waiting a total of 12 hours for another flight. Emails dated 14/6/18 are sent to Ctrip.com requesting management respond to my horrible experience due to Ctrip.com’s lack of skill, lack of knowledge and lack of customer service but this is also ignored. Due to this, I am out of pocket $400.00 AUS dollars on that day. Months later I receive an email offering compensation in the paltry amount of $35.00. NEVER AGAIN Ctrip.com and I recommend all customers to go elsewhere because Ctrip.com and Trip.com is NOT the original Trip.com.
6/3/19 Update to Ctrip - Oliver. Oliver regardless of Ctrip's restrictive Ts&Cs, the tickets were M class Virgin Airline economy tickets and Virgin would allow Ctrip to amend the tickets without issue but Ctrip refused, were inflexible, provided no assistance or options, constantly hung up and only made the entire experience horrific instead of applying common sense (even a reasonable fee would have been acceptable).

phuket ctrip office, worst customer service for hotels...
now is august 2020, never got proper service from your office.... apart having your staff closing your office door on my foot ...what a terrible service you offer...or maybe the phuket team should find another job without dealing with customers...
and for info, as you write, no one from your office contacted the hotels....

IS TRIP LOOSING MONEY? AND EATING UP CUSTOMERS REFUNDS ?? BOOKING REF NO 7952278618 ,I HAVE BEEN CHASING MY REFUND OF 5000 RMB FOR A TICKET BOOKED THROUGH TRIP.COM FOR MORE THAN A MONTH THOUGH I AM PLATINUM MEMBER USING IT FOR MORE THAN 5 YEARS! LAST YEAR I DID BOOKINGS WORTH A 100000 RMB AND MORE 52 FLIGHTS AND 30 + HOTEL NIGHTS BUSINESS TO TRIP.COM

I WAS DENIED BOARDING BY JET AIRWAYS HKG-DEL-HKG SECTOR ON 08 DEC 2018, CALLED CTRIP , INFORMED THEM ABOUT ISSUE , THEY SAID NO PROBLEM WE WILL FULLY REFUND WITH CLAIM , BUT IF IT IS URGENT TO TRAVEL YOU BUY NEW TICKET AND TRAVEL ,,, I DID ..
TILL TODAY I HAVE SENT 20 EMAILS AND 30 CALLS , EVEN GOT AIRLINES CONFIRMATION FOR TICKET OPEN FOR REFUND TO TRIP , EVEN AIRLINES WROTE TO THEM WITH CONFIRMATION AND ALL DETAILS OF REFUND

ALL EMAILS SINCE FROM CTRIP ARE " WE ARE WAITING FOR THE AIRLINES TO RESPOND AND WAITING CONFIRMATION FROM THEM , I HAVE ALL EMAILS WITH ME TO PROVE .
I CANNOT FIND ANY READDRESS MAIL ID'S OR ANY MAIL IDS FOR OFFICE BEARERS , ONLY ONE EN_FLIGHT @ TRIP.COM. SEEMS 5000 RMB IS A BIG AMOUNT FOR TRIP TO NOT REFUND DESPITE ALL EVIDENCE AND EVEN CONFIRMATION MAIL FROM AIRLINES .

I FAIL TO UNDERSTAND HOW THEY GET BEST CUSTOMER SERVICE AWARDS ?? IF A PLATINUM MEMBER LIKE ME WHO HAS GIVEN BUSINESS MORE THAN HALF A MILLION RMB TO THEM SUFFERS LIKE THIS , I PITY THE GOLD AND SILVER AND NORMAL MEMBERS ,
CAN ANYONE TELL ME HOW TO SUE THEM ??

I see many bad reviews about Ctrip and I am honestly surprised. I have used Ctrip for nearly a year in China and I purchase train tickets on a weekly basis through their site, and plane tickets as well on a less frequent basis. Had no issues yet.

This company is a scam avoid it. Made a booking for hotel almost three weeks in advance. Ctrip had not even contacted the hotel! refused to provide a refund when it was necessary to cancel. Booking.com have the exact same hotel, the exact same price... "free cancellation"... avoid this dreadful monopoly in China

I booked a hotel in Hong Kong using Trip.com, a total of PHP39,000+ which is payable at the hotel, but they need to pre-authorize the card first to confirm the booking. So basically they charge my debit card on the day of the booking which is Sept 2,2018 for my Sept 11-17 booking in Hong Kong. I called them Sept 6 to refund me the money and ask them if I could just choose the prepayment or pay online option since they already charge me, yet that is now possible, they said that they will just refund me once I checked in successfully at the hotel.

Sept 11 - I checked in at the Hotel
Sept 12- They charged me the same amount which is PHP39,000+
Sept 12 - They refunded me the same amount PHP 39,000+ (so they can charge and refund the same day, eh?)
Sept 12 Evening - I contacted them via chat asking about the charge and refund they made on that day. And the customer support quite not sure about it, but she confirmed that they already released the refund on that day. The question is, what refund is it for the Sept 12 charge or for the Sept 2 charge? They said that I do not need to worry anything because the refund will be on my account after 20 days.

I contacted them today, Oct 4,2018 - because I am not seeing any refund on my account, I called the bank to see any floating amount and to my expectation, there's none.

So base on our conversation, the support said that there's no amount left or charge because the preauthorization failed on my payment. Which is not true, because it will not confirm my reservation. So she said that she will check with their finance department today and see what happened.

PLEASE DO NOT USE THIS COMPANY, BECAUSE OBVIOUSLY, THEY ARE TRYING TO SCAM PEOPLE!

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A reply to their reply:

I called my bank and they said they havent received and refund from this company. I can provide screenshot

I've been very disappointed with the customer service from Ctrip thus far. I booked flights from Chengdu to Bangkok (with a few internals) on their APP for myself and my partner. Before I could complete my booking the system told me that my name and surname were too long and over 25 characters. On their recommendations Trip.com said it would be okay to use my initials instead of my full first name. So I booked my tickets using my full surname and the initials of my first and second name. Being slightly worried that this would be an issue, I contacted Trip.com who told me that I should contact the airlines just to be certain. I obliged and contacted each of the three airlines I used. Two fo the airlines easily and efficiently accepted a name change (because they wouldn't accept initials contrary to Trip.com's recommendation). HOWEVER, the third airlines, which contains the two international legs of this trip as well as an internal flight in Thailand, refused and said I would need to cancel, refund and rebook. These flights are non refundable. I contact Trip.com and have to wait several days, send numerous emails, numerous phone calls and they eventually come back to me saying the exact same thing as the airline. Not even addressing the fact that the flights are non refundable. I've sent more emails requesting assistance for Trip.com to rebook these flights for me, since it was their recommendation that put me in this situation. The response I keep getting? The same copy and paste one. My flight is in 12 days. Please could someone at this company actually assist me.

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.