Is Trip.com customer service actually helpful? This post will cover my personal experiences with Trip.com!
Disclaimer: This post may contain affiliate links. If you buy/book something through one of these links, I will receive a small commission, at no extra cost to you! This allows me to keep my blog operating. Thank you!
Trip.com Customer Service: How It Works
I just want to quickly state that, while links in this post are affiliate links (meaning I earn a commission if you book through them, at no cost to you!), this post itself is NOT sponsored!
I was not asked to write this post by Trip.com. I genuinely LOVE this app and want other travelers to be aware of it. So let’s get into how their customer service works!
(I also wrote a post about why I think Trip.com is the BEST travel app, as well as my reviews of its main features, if you’re curious!)
There are three ways that you can contact Trip.com customer service when you have an issue.
Live-Chat on the App
On the “Account” portion of the app, you can opt to “Live Chat” with customer service regarding any booking (past, present, or future!) that you made on the app.
I’ve had to do this several times, and each time the customer service representatives were very helpful and quick to reply. It’s as simple as a text-message conversation!
Even easier: some FAQ’s for each booking will be displayed, so oftentimes you can solve the problem without even chatting!
Call on the Phone
Honestly, I think Trip.com’s phone line is the BEST, and will usually start by calling.
I’ve lived in the USA and in China, and am able to call from both countries to get in touch with Trip.com customer service.
With one issue I had with a hotel in China, I called and was connected with a gentleman who was very helpful. I hung up, called the hotel causing the issue, and then 30 minutes later called Trip again.
This time, a woman answered. When I described my problem, I heard her quickly chat with another representative, and then she told me that she knew who I’d spoken to earlier, and would transfer me back.
I was able to quickly get back on the phone with the original customer service representative, who picked right back up where we left off and was able to help resolve things.
I’m not sure if all Trip.com folks work in the same office or if I was just lucky. But honestly it made me feel SO well cared for that multiple people in their office were looking out for me. Just…WOW!!
Email (for less urgent issues!)
If something isn’t as urgent and doesn’t require immediate attention, then email also works great.
I’ve communicated over email with Trip.com here and there over the years, and they’re usually pretty timely in replying.
Whether via phone, live chat, or email, you’ll usually get a timely and helpful reply from a REAL person when contacting Trip.com customer service!
What Happened When I Had A Hotel Problem
In 2023, I was booking a (pretty expensive) hotel for a colleague’s bachelorette party. After confirming that we could hold the party in the hotel room, I booked and paid on Trip.com.
Just 2 days before the party, I was contacted and told we wouldn’t be able to host the party in the hotel room, after all, due to local restrictions. Cue chaos…we paid a LOT for that hotel!
According to Trip.com’s policy, our booking was un-refundable at that point. I called anyway, and was greeted by a very kind and sympathetic customer service agent, who heard me out and got right to work.
Even though Trip.com’s customer service knew they couldn’t refund the hotel, they looked into every possible way to salvage the booking.
They also told me how I could discuss possibly getting a refund from the hotel itself, since the hotel had given me incorrect information at the time of my booking.
In the end, the hotel DID agree to refund, due to their policy change. However, I was able to negotiate with the hotel so things could go on as normal, and there was no need to cancel anything. Phew!
I remember hanging up with Trip.com customer service in the end and thinking…just WOW! They were not only polite and patient, but they were GENUINELY helpful about a problem that really wasn’t theirs!
What Happened WHen A Booking Fell Through
When my partner and I traveled to Chengdu China, we booked tickets through Trip.com to go see the Chengdu Panda Reserve (a must-visit in China, in my opinion!).
Sometimes when tickets are booked to attractions, you can find them directly in the Trip.com app.
But sometimes, they order through a third-party platform, who then emails the tickets to you. In the case of the Panda Reserve, we were supposed to receive our tickets via email.
However, on the way TO the Panda Reserve, I realized I couldn’t find the tickets ANYWHERE. Not in my inbox, not in my spam…nowhere!
I got on the Live Chat with Trip.com customer service in the bus, and started communicating with an agent.
Within minutes, they informed me that they were having trouble with the third-party issuer. They contacted the issuer on my behalf, and after some waiting, Trip.com told me that the booking couldn’t go through.
I was given very clear instructions on how to apply for a refund, so I did. Within several days, the tickets were fully refunded (and we were able to buy tickets at the Panda Reserve Ticket Office, so it was all good!).
In the end, the booking did fall through, but it wasn’t really Trip’s problem; it was the third-party provider’s. Trip’s customer service handled everything quickly, clearly, and successfully. Can’t ask for more!
Why I Love Trip.com Customer Service
I always say that with traveling, it’s not “if” there’s a problem; it’s “WHEN” there’s a problem!
In a perfect travel world, every booking would go exactly how you planned it.
However, since that’s not reality, I personally think that booking with a company that handles PROBLEMS well is a HUGE must.
Furthermore, I have found that Trip.com’s booking rules for each hotel or experience are VERY straightforward and put into clear language.
There isn’t much “fine print” on the app. Plus, I’ve always felt that policies for hotels AND Trip.com are put in plain sight. This means that with Trip.com, there aren’t any nasty surprises.
In my four years of booking through Trip.com, I have NEVER had a problem that ended up costing me money in the end. The customer service people at Trip.com are SUPER helpful and efficient.
Summary
If I may set aside my “blogger” cap for a moment and speak just as a fellow traveler: with Trip.com, you’re really in good hands.
I have been using them for years before I ever started this blog or became any kind of travel affiliate. And I will use them for years to come!
I hope that my experiences with Trip.com customer service will be helpful to you in your travels!
You May Also Like:
Trip.Com Reviews From A Grateful Traveler (2024)
Is Trip.com Legit? 7 Things I LOVE About Trip!
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