English Ctrip Reviews 276

Ctrip delivered what they promised, so I can't complain - but with a confusing customer service. They are legit and didn't rip me off - I want to provide a counterpoint to some other reviews here.

Although they specialise in East Asia, I found them on Skyscanner offering a deal (much cheaper) price on a flight from the UK to Europe. I clicked through, where they asked for my passport details and asked me to pay upfront. This seemed unusual, as passport details are only needed at check-in, not to buy the ticket. I went ahead and paid, and received a email acknowledging payment and saying that 'Ticket(s) will be issued no later than 72 hr before departure of the first flight. Your ticket confirmation and itinerary will be emailed to you once your tickets have been issued'. No ticket.

At this point I was scared - in this age of electronic databases, you expect orders to go through almost instantly (this has been the case with every other online travel agent I've used), and I began to doubt they even had the flight ticket as advertised.

I then received an email from Skyscanner: 'Ctrip have notified us that it's taking longer than usual to finalise your booking.
You should hear from Ctrip within an hour but this can sometimes take longer.' I did not hear back within an hour. What finalisation?

Eventually, I received confirmation that my flight was booked the next day, along with a booking reference (PNR) for my airline. From then onwards, everything went fine - I enetered the PNR on the airline website, it was valid and booked just as requested. I checked in and took the flight.

So the moral of the story - Ctrip did deliver, but with an explained delay, and an unintuitive email correspondence (sent from China). Some explanation in advance that issuing the tickets takes some time would have improved the experience. It seems I had a better experience than some reviews on here.

I booked my flight, then two weeks later they change my flights from 8am depart to 6pm depart. I called all the customer service numbers and none of them answered. I then got on line to change my flights and all the other morning flights were "sold out." They actually weren't, the prices for those flights were just higher than what I paid, so I was either forced to leave at 6am or 6pm. I ended up cancelling, losing the money and booking directly with the airline. Ctrip was a waste of money, inconvenience, and completely unreliable. Ive never experienced a flight change that signification. We would have lost a whole day at our new destination.

Horrid customer service. Bought a last minute ticket with them for a short flight. I was charged twice, yet when I call them they insist they only charged me once. I guess they think I am so stupid that I cant read a bank statement. I dont have the time to argue with them and send "proof" over and over just so they can tell me the same thing. SAVE YOURSELF A LOT OF TIME AND MONEY AND DO NOT BOOK THROUGH TRIP.COM. THERE IS A REASON THEY HAVE A 1 STAR RATING! Im sure they will post some reply trying to defend themselves. Dont believe their crap.

I had booked my trip for Hong Kong to Bangkok on January 9, 2018 months in advance. I broke my foot shortly after I had booked the trip, since I needed surgery I had to cancel my trip. Ctrip told me I would be fully reimbursed if I provided them with a doctors note, invoice of the surgery (I am Canadian and we do not receive invoices), my passport, AirAsia account and the Case. I sent over 40 emails and spoke to their head office everyday. They constantly had issues with my doctors notes which I had rewritten by my doctor several times, he even called them. Their problems with the notes were things like, this sentence needs to be in quotations for us to accept and we need specifics of the plane you are to fly on; I felt awful having to bother my doctor with such silly requests. Ctrip called my house often asking for the same stuff which I sent several times a day, sometimes they said they received it other times they said they didn't. They simply did not want to refund me. I booked through another third party site for my Vancouver Hong Kong flight and they refunded me without hesitation. Ctrip has the worst customer service I have ever experienced; spend the extra money to book through a more trustworthy site. If you use them for your trip, do so at your own risk.

excellent fast and convenient service for air train and hotel bookings for all.

On booking a hotel from a "flashing" advert from Ctrip,with an attractive price. They do not say this for a LAST MINUTE booking because when i inputted my dates the site came up with the wrong dates.Having corrected this to the dates i wanted.i proceeded to make my booking and gave my ccard details to confirm the booking now only to discover that it has reverted to the wrong dates.
The" flashing" prices given out are misleading, because they do not make it clear the time period they refer to and it is bordering on a scam when you are locked in to wrong dates.

Charge double when requesting passenger name change,when Cathay charge 50€ they charge 100€,and they even get my passport expire date wrong.

I travelled to China in November 2017 with my Partner who is a Travel Agent.We were able to get internal flights and train tickets cheaper through CTrip than she could get them on the Travel Agent sites. Everything we booked was accurate and when I had a glitch due to an error t our end I called CTrip who dealt with it easily. I would definitely use them again.

NEVER BOOK TICKETS FROM CTRIP.COM! This website uses sneaky ways to cheat you! I recently bought airline tickets from this website but was given no option to pre-book check-in luggage. It was my first time using the website and thought I could just call them to add check in baggage after as there was no option for checked in luggage when I was making the booking. All other websites such as expedia includes this option. This is the first website that blatantly excludes this. It was stated to contact the website/airline to book check in luggage. However, when I called the airline to request for them to add check-in luggage to my booking, the amount quoted to add this was more than 3x the amount than if I had just prebooked check-in luggage with the airline. Purposely excluding check-in luggage as a pre-booking option just to charge the customer an exorbitant to add this is a very unethical way to cheat customers!

Do not use Ctrip they will not even refund the tax paid on cancelled flights.

I am very upset with this company. When I booked my tickets there was no option to include a checked bag, and the booking said it included checked baggage. But after I purchased the tickets, the email confirmation says I have no checked baggage. I have a screen shot of the page where it says my ticket includes checked baggage, but this company refuses work with me and continues to be incredibly rude. I am quite frankly infuriated by this experience as I would not have purchased this ticket from this vendor if I had known the baggage was going to be so much more. I am going to dispute these charges with my credit card company since the booking I purchased is not the booking I received.

UPDATE: ctrip contacted me and said that they would reimburse me for my baggage fees after supposedly going back and having their IT team "look at all the screens that I saw as I booked." I provided my bank information per their request. 2 weeks later, still no refund.

UPDATE: CTrip has followed up with me and fully refunded my baggage fees. Thank you.

I have already submitted a bad review... But even after I have been contacted almost straight after submitting my review, My issue is still not resolved!
How am I supposed to trust this company when they have supplied my with an incorrect airline reference number and will then only tell me the correct one via email and not with proper travel documentation? How can one travel without an e-ticket or itinerary of travel.
I was supplied with a document that slaps on the IATA logo on the top left corner as if I am supposed to believe it is a legitimate document?
This trouble has kept me awake at night and sent my anxiety spiralling out of control. I seriously cannot believe the ignorance of some people in this company and seriously just want this disgusting mess resolved! And if anything some proper compensation for this trouble!!!

Update: My issue has been resolved within the day. The representative gave me the correct information to use so I can locate the flight in the airline's website. She was also very patient because she even attempted to call me back several times when I was having a difficulty hearing her due to weak signal/bad connection. Although there was a minor discrepancy in the booking details (Mrs. was used instead of Miss), I am satisfied with how swiftly Ctrip especially their representive Exy handled my concerns making sure that I will be worry free on my first international trip.
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My boyfriend and I will be travelling to Taiwan this March and decided to book our return flight thru Skyscanner which directed us to Ctrip. We got a confirmation of our booked flight from Ctrip which includes the booking reference number and ticket number. However upon wanting to add baggage to our flight, we checked the airline's website (Cebu Pacific) and was surprised to find out that we do not have any booking under the reference number provided by Ctrip. I have read reviews about Ctrip issuing invalid/ fraud tickets so I was really worried about our upcoming trip. Sent an email to their team and I am still waiting for a response.

Where to start, I booked 2 nights accom in Pattaya through them, I few on a Staff ID90 ticket Mel to Doh then was to connect Doh to BKK, but was off loaded due to 13 staff booked and only one seat on that flight, so I flew to Bali instead, I logged on to cxl my accom through them and ok the T&C's state I have to cxl 2 days earlier to get a full refund or I would be charged the one day, so I emailed them to ask what they could do for me re the 1 day refund, firstly I was told nothing due to the fact I had tried to cxl after the cancellation date, I then had to remind them of their own cxl policy of the one day fee and refund the rest, they agreed (7 days later) to refund the one day, and if I could provide an airline cancellation certificate they would refund the full cost to me. I sent them a screen shot of the text message from the airline to state I had been "off loaded" from the bkk flight, as it was staff travel (airline crew family/friends) they do not issue certificates, trying to explain this to someone who does not understand what "they do not issue" mean is difficult on its own. So then today I had a phone call from them again to state the 1 day refund has been processed and as the staff ticket was a “standBy” the hotel would not refund the other nights stay, but as a good will Ctrip will refund half of the payment.
So after serval days and email, i have to say the service has improved, and the outcome although not a full refund i have to accept the fact i had to cal last minute and they are great full to offer me a part refund was a great out come, i will consider using them again
Thanks again to the Staff at Ctrip and great outcome for all, Regartds David

Worst UE so far.
1. Could not find my booked flight in English App. Then contacted help desk, and was told to check it in the Chinese CTrip App. However, I can still not find it.
2. My negative review of my hotel is hidden very low in the review list. The reviews seems are always sorted in Rating desc.
3. App UI is confused. Cannot find my stuff.

I booked a flight to visit my father. However, sadly he passed away unexpectedly and I needed to refund the ticket so I could get out immediately to see the body.

Customer support were very polite but claimed they were not aware of EU regulations on distance selling that guarantee the right to cancel within fourteen days. Ignorance as a defence.

In the end, I had to fork out an extra few hundred pounds just after Christmas to rebook.

I did see the one star rating on skyscanner but thought it was an acceptable risk. Please think twice.

Just had a really bad experience with them after been so many years as a loyal customer.

I booked one flight on the iphone app from Beijing to Hong Kong and got the date wrong. The system message said I can cancel the flight without fee when the ticket is not confirmed, and that's what exactly the order shows -- processing , not confirmed. I went on and cancel the flight then the app screen says processing. I then go to book another flight with the the correct date and after payment I switch back to my past order screen , guess what!

My request to cancel the flight was canceled by CTRIP and the ticket is confirmed, I immediate cancel the flight i that just booked like a minute ago. guess What !

Same thing happen, I end up with two tickets and they only willing to refund 25% of my ticket price. It's a misleading scam for customers, by a confusing canceling system.

I phoned up customer service, they promised to call back a day later, and I only recieved a cold email saying they can only refund the same 25% amount. I then phone them up again got a customer service explained to me what's going on behind the scene after you press the payment button and care nothing about what's message been shown to their customer who are actually going through the booking process and trusted their system message.

money lost 1000 RMB. Good bye ctrip!

--- UPDATE -----------------------------------------------------------------------
Ctrip says below that they will contact me and still no communication whatsoever. Just a PR act

--- UPDATE -----------------------------------------------------------------------
5th jan 2018
I sent email 28th Dec 2017 with order number and yet to receive any useful reply. Ctrip please don't comment here like a robot with the same message. I shall share this in weibo

btw order number is: 5276800410

I booked a flight from Dublin to Copenhagen with Ctrip through Skyscanner last week. The flight is with SAS, and when I went to book a bag through SAS's Manage my Booking portal this morning, it notified me that my booking was cancelled. I called SAS thinking it must be a technical error, and they let me know that I was in fact not booked on the flight, and Ctrip had never issued a ticket in the first place. The full fare has left my bank account and I received a booking confirmation following my booking, and the only reason I found out that I was not booked on the flight was because I thankfully went to book a bag. I received no email notifying me of the cancellation or error in booking, which is disgraceful as I would have turned up to the airport on Saturday evening without a booking, and would likely have had to buy a new flight for Sunday (day before Christmas) to go home for Christmas. I have had to buy a new ticket with a different airline to leave on Saturday afternoon at a large cost- really terrible customer experience.

booked online and the hotel never got my reservation and my credit card was cloned. Never use this website

UPDATE: Ctrip has swiftly solve the issue by issuing a new ticket for my partner. Thank you and Merry Christmas...

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UPDATE: My partner tried contacting them again, stayed on the line for 45 minutes to be connected to a 'customer service advisor' and no luck. An obviously they haven't emailed me regarding this yet.

We bought 2 return flights from London to Poland for the Christmas period. Our flight from London to Warsaw seems fine, however, Ctrip did not provide my partner's details to LOT Airlines for the return flight. So basically, my partner only has a one way ticket to Poland! My ticket is all good though. JUST IMAGINE WHAT WOULD HAPPEN IF I DID NOT CHECK. He called them over 2 hours ago to report the issue. The lady over the phone said that she currently doesn't have internet and cannot solve the problem. Like really? A flight agency without internet?!!! You just can't make that up.

Anyways, he was told that a colleague will look into the problem for me and they will get back to me within 1 to 2 hours. So far nothing...

I shall update further once I know the outcome...