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 #559428****, 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 is NOT Trip.com.