8 Jun, 2020 → by ClaimboUser511564
TRIP.COM’S HAS THE WORST CUSTOMER SERVICE.

1

TRIP.COM'S HAS THE WORST CUSTOMER SERVICE. Don't book with them, they're a scam. I have booked a flight for my brother, and the online check-in ticket number is invalid, and the "customer service" staff (we called several times) kept on saying "we will update you later with the new booking number". And on the day of the flight, upon check-in counter, his flight ticket was not in the register. So his ticket was fake. He missed the flight and had to buy again another flight ticket. Time wasted and very frustrating experience, cannot contact any "customer service" during that time. But that is not all. That flight was still in February (before coronavirus became international pandemic, so it's not a cancelled flight, but Trip.com didn't really issue a valid ticket!), and I applied for a refund immediately. From February until now (almost 4 months), I made probably more than 10 calls to their so-called 24/7 customer service. No one can give me a direct answer to what is happening to my refund, every time "My supervisor who handles this is busy" or"on leave" or not available" or "they cannot access my record", even though they will leave you temporarily on tone to ask the supervisor. People who answered the customer service really don't know anything. They only had a very scripted response, as if they care, and that they are sorry for any inconvenience. The truth is - they cannot do anything to solve any issue. The worst part is that they have been telling different information every time. And it makes me mad that they lie and that I cannot trust this company anymore. They gave me a Shanghai number of a person Tina Chan to call, but I can call only after 4 days, and this person is the only one who can supposedly help, but is always on leave (as opposed to what is supposed to be a 24/7 customer service). I've emails saying my refund is deposited, and several months after, still no refund. I called again, and they say again they will now process it. They will always insist on emailing you the information, instead of talking, but they will never get back with any solution. To anyone who will be traveling in the future~ NEVERBOOKWITHTHISCOMPANY User's recommendation: Don't waste your money on this company.
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