Trip.com

Complaints & Reviews on USAComplaints

USAComplaints currently maintains 1 historical complaint about Trip.com, published in 2011. No approved complaints have been published on this site during the last three years. For a current reputation snapshot, see the independent sources below.

• Booked Flight, Then Charged 25% More Than Original Discount PricePublished Mar 29, 2011 · Historical consumer allegation

Independent Sources

Shown for context — not merged with USAComplaints' own numbers.

Contacts

• Official website (U.S. site): https://us.trip.com/
• Customer service, U.S. toll-free (flights, hotels, trains, cars: 24/7): (833) 896-0077
• Global access number: +1-646-362-8606
• Customer support: chat, FAQ, call and emergency assistance: https://us.trip.com/pages/support/
• Find bookings (look up an order without signing in): https://us.trip.com/passport/ordersearch/
• Service Guarantee: https://us.trip.com/pages/customer-service?locale=en-US
• Terms and Conditions (updated 25 August 2026): https://pages.trip.com/service-guideline/terms-en-us.html
• Privacy Notice (last updated 06/05/2026): https://pages.trip.com/service-guideline/privacy-policy-en-us.html

Locations

Cancellations, refunds and contacts: Trip.com's own routes

Trip.com is an online travel agency, not the airline or the hotel. Its Terms and Conditions (displayed as 'Updated on 25 August 2026', opened 2026-10-11) say the Website is operated by Trip.com Travel Singapore Pte. Ltd. and that Travel Products are 'provided by third party suppliers'. They say the airline's or hotel's own terms form a separate agreement with the supplier, and that 'If there are any inconsistencies between the Supplier's term and conditions and these terms, these terms apply' (the flight and hotel sections repeat this).

U.S. refund rule for online travel agencies (DOT). The U.S. Department of Transportation's Refunds page says that ticket agents '(i.e., travel agents or online travel agencies) that are the “merchants of record” are required to make “proper” refunds of airfare when a flight to, from, or within the United States is cancelled or significantly changed by an airline'. It defines a merchant of record as 'the entity that is shown in the financial charge statement for the ticket purchase, such as your debit or credit card charge statement'. Check your card statement to see whether Trip.com or the airline is shown as the charge; the page says merchants of record are responsible for issuing refunds when they are due.

How to reach the company. The 'Contact Us' page lists a U.S. number, (833) 896-0077, with 'Flights, hotels, trains, and cars: 24/7' and 'Other bookings: 9:00 PM–2:00 PM (+1) (Washington D.C. time)', plus a global access number, +1-646-362-8606. The Customer Support page lists chat, phone, FAQ and emergency assistance. The Terms add that without an account you can view a booking and, where permitted, request a change or refund 'using the email address you booked with' through 'Find bookings'. Keep the Trip.com booking number, the airline or hotel confirmation and screenshots of the fare or rate conditions shown at checkout.

Cancellations and refunds as written. The Terms say that cancellation and change rights, which 'will be made available to you during your booking process', 'form part of these terms' and that 'you may have selected a cheaper flight ticket that cannot be changed or refunded'. For flights, 'where your flight ticket permits changes and/or refunds for cancellation, you can request this in the booking details section' or by contacting customer service; if an airline changes or cancels a flight, 'generally that airline's terms and conditions will apply'. For unused or partly used tickets the Terms say refunds are 'subject to the policies of the corresponding airlines' and that Trip.com will send 'the refund amount we obtained from the airline'; Trip.com 'has the right, but not the obligation' to claim an available airline refund on the customer's behalf 'after 350 days from your booking date' if the flight has taken off. 'Any refunds will be paid back to the original payment method, unless we agree otherwise.' For hotels, 'If we are unable to confirm your booking, we will provide you with a full refund.'

Service Guarantee (company's page). The Service Guarantee page says Trip.com 'does not earn profits from or add additional charges to change and cancellation fees', describes a flight Price Guarantee and Booking Guarantee, a hotel Room Guarantee and other product guarantees, and lists exclusions, including that 'flight bookings with Ryanair do not qualify for any of the service guarantees' and that the flight guarantees do not apply if 'The flight is departing within 2 hours of booking'. The company says it will contact customers within one working day after check-out to process verified hotel compensation. Read the exclusions for the product you bought.

Cases where Trip.com can cancel. The Terms reserve the right to cancel a booking if an advertised price error 'should reasonably have been apparent', and say that if Trip.com cancels a booking because of suspected fraud, abuse or a breach of the Terms 'you may not be entitled to a refund'; customers who think a cancellation was wrong are told to 'reach out to our customer service team'.

Disputes and other routes. Section 11 of the Terms directs questions or complaints to the customer-service contacts above. Section 12 says the Terms are governed by the law of Singapore and that Singapore courts have jurisdiction, 'although this shall not deprive you of any mandatory consumer rights of the law of the country in which you are resident in' (and, for courts, the right to choose the courts of the country of residence). If the issue is not resolved, options include a dispute with your card issuer, a report to the FTC at ReportFraud.ftc.gov, and, for airline-ticket problems, the U.S. Department of Transportation page 'File a Consumer Complaint'. DOT says that it 'will direct the identified airline and/or ticket agent to respond directly to you regarding your complaint' and that you should give the airline a chance to resolve the problem first. Your state attorney general's consumer office is another route. Privacy requests go through the Privacy Notice (displayed as 'Last updated: 06/05/2026'), which also links 'Do Not Sell or Share My Personal Information' in the site footer.

Regulator actions and investigations

This section lists only actions found in primary or reported sources opened on 2026-10-11. The Singapore operator named in the Terms and the group are different legal entities; each matter below names the entity as the source states it.

China market regulator (State Administration for Market Regulation, SAMR). In a Form 6-K furnished July 27, 2026, Trip.com Group Limited reported that on July 25, 2026 it 'received an administrative penalty decision' that followed an investigation announced on January 14, 2026. The filing says SAMR 'found that the Company had violated Article 22(4) and (5) of the Anti-Monopoly Law', which concern a dominant business operator 'restricting business counterparties through exclusive arrangements without justifiable cause' and 'imposing unreasonable terms on transactions without justifiable cause'. It lists three measures: an order to cease the violating acts and 'fully refund RMB122 million (US$18.0 million) in hotel order security deposits that were compulsorily deducted from hotel operators'; confiscation of gains of RMB1,658 million (US$244.4 million); and a fine of RMB3,521 million (US$518.9 million), 'representing 7.5% of the Company's sales revenue generated from its operations in the People's Republic of China in 2025'. The company says it 'sincerely accepts the Decision' and 'will adopt rectification measures'. The decision concerns the group's dealings with hotel operators in China; it is not an action about U.S. customers' bookings. In its second-quarter 2026 results (press release dated September 15, 2026, Exhibit 99.1 to a Form 6-K, opened 2026-10-11), the company says general and administrative expenses rose 'primarily due to the anti-monopoly penalty by the SAMR in the amount of RMB5.2 billion (US$763 million)' and that accommodation reservation revenue was 'partially offset by a contra-revenue imposed by' SAMR. That is the company's own reported total; this page does not add it to or reconcile it with the three measures above.

China personal-information penalty (reported). China News Service (June 17, 2026) and ChinaTravelNews (June 15, 2026) report, citing a notice announced on June 13, 2026 by the Shanghai Cyberspace Administration, that Shanghai Trip.com Commerce Co., Ltd. (上海携程商务有限公司) was fined RMB 10 million under the Personal Information Protection Law for not implementing the security assessment required for data exports and unlawfully transferring personal information abroad, and was ordered to rectify within a time limit. ChinaTravelNews adds that the company 'actively cooperated with regulators and fully implemented the required corrective measures'; China News Service says Trip.com had not responded to its questions when it published. The regulator's own notice was not opened, so this item rests on these news reports only.

South Korea (Korea Fair Trade Commission). A KFTC press release dated June 1, 2026 (page shows last modified 2026-06-25; opened 2026-10-11) says the KFTC decided to impose a corrective order, a reporting order (a list of cases refunded by a means less favourable to the consumer) and administrative fines totalling 10 million won on Trip.com Travel Singapore Pte. Ltd. and Trip.com Korea (주식회사 트립닷컴코리아) under the Korean E-Commerce Act. It describes three findings: selling airline tickets to Korean consumers without a mail-order business registration (the Singapore entity from November 20, 2017 to September 23, 2025; the Korean entity from April 17, 2020 to January 20, 2025); refunding some cancelled ticket purchases as airline vouchers instead of to the payment method the consumer used, from February 5, 2020 to July 30, 2025; and showing notices during cancellation such as 'refunds are provided only as airline vouchers'. The release also says the companies completed registration on September 24, 2025 (Singapore) and January 21, 2025 (Korea), completed consumer-redress measures such as cash refunds for earlier voucher refunds, and since July 31, 2025 have not sold tickets of airlines that refund only by voucher. According to the release, a refund policy less favourable than the E-Commerce Act is a violation even where the airline's own policy was followed. English renderings of the Korean text are this site's translation. Korea JoongAng Daily, citing Yonhap, reported figures of 13,010 voucher-refund cases worth 3.1 billion won; those figures are not in the KFTC release text opened and are attributed to the news report. The decision is about Korean law and Korean customers.

United States. In the web searches and the CourtListener docket search run on 2026-10-11, no FTC, U.S. Department of Transportation, state attorney general or CFPB enforcement action naming Trip.com was identified. That is a scoped result, not a statement that none exists.

Who operates Trip.com

Trip.com sells flights, hotels, trains, car rentals, attractions and tours through its website and app. According to the Terms, Trip.com Travel Singapore Pte. Ltd. operates the Website from 30 Raffles Place, #29-01, Singapore 048622 and holds Singapore travel licence no. 02943 (company statement). The Trip.com site footer says the brand is part of Trip.com Group Limited. The group's Form 20-F for fiscal 2025 shows a Cayman Islands company whose American depositary shares trade on Nasdaq as TCOM and whose ordinary shares trade in Hong Kong under 9961; the same filing for fiscal 2025 (filed April 28, 2026) lists principal executive offices at the same Singapore address and says the group 'commenced our business in June 1999' and changed its name from Ctrip.com International to Trip.com Group in October 2019. The group's other brands include Ctrip, Qunar and Skyscanner. The company's About page says Trip.com is available in 24 languages across 39 countries and regions (company statement).

Complaint and review record (as displayed 2026-10-11)

Counts below are as displayed on 2026-10-11 and are kept separate; they are not added together or compared with each other.

• BBB. BBB shows no profile under the name Trip.com: the search for 'Trip.com' run on 2026-10-11 listed no business named Trip.com or Trip.com Travel Singapore. The only related file found was titled 'Ctrip' (Online Travel Agency, 261 Madison Avenue, Suite 10088, New York; website listed as ctrip.com): not BBB Accredited, rating F (this rating belongs to the file titled 'Ctrip' and is not a BBB rating of Trip.com) with the stated reason 'Failure to respond to 3 complaint(s) filed against business'; '3 total complaints in the last 3 years', '2 complaints filed in the last 12 months'; one customer review, 1 star. BBB page data show a file opened 2017-10-30 and a business start of 1999-08-09. BBB does not say which legal entity this file covers or that it belongs to Trip.com Group or the Singapore operator. The most recent complaint shown, dated 04/13/2026 and marked 'Unanswered', is displayed with the business name removed; the complainant says it concerns 'a partial refund issued after I canceled a ticket within the 24-hour risk-free cancellation period' and states the purchase was paid in CNY (approx. $365 USD). This is the complainant's allegation; BBB's page does not show a response.
• Trustpilot. The profile for trip.com shows 207,514 reviews and a score of 4.4, with 51,750 reviews in the last 12 months; the displayed split is 5-star 72 percent, 4-star 10, 3-star 3, 2-star 2, 1-star 13. The profile is claimed (since November 2017) with a paid Trustpilot subscription, the company invites customers to review, and Trustpilot shows 'Replied to 99% of negative reviews'.
• Archive on this site. One approved archive post, from 2013, names Ctrip.com International Ltd (the group's former holding-company name) and concerns a hotel low-price-guarantee refund in China; it is linked as a related post, not as a complaint about the current Trip.com site. Two 2012 posts naming 'Danske trip.com' and one naming 'Cheap-Air-Trip.com' describe different websites and are not linked.

Court record

Securities class action (dismissed by the plaintiff). On March 11, 2026 a putative securities class action, De Wilde v. Trip.com Group Limited et al., No. 2:26-cv-01420 (E.D.N.Y.), was filed against the group and two officers. The Form 20-F says the plaintiff's allegations arose from the January 2026 SAMR investigation notice. The docket shows a notice of voluntary dismissal filed May 12, 2026 and an order dismissing the case entered May 26, 2026 (case terminated May 27, 2026). This was a shareholder case, not a customer case, and the docket summary opened does not state the terms of the dismissal.

Other dockets. CourtListener also lists two terminated patent-infringement dockets in the Western District of Texas naming Trip.com Group Limited (No. 6:21-cv-00426, filed April 28, 2021; No. 6:23-cv-00606, filed August 16, 2023). No consumer class action against Trip.com or its Singapore operator was identified in the CourtListener search run on 2026-10-11; that search covers the case names 'Trip.com', 'Ctrip' and 'Trip.com Group' only.

Is Trip.com Legitimate?

Trip.com's Terms name Trip.com Travel Singapore Pte. Ltd., 30 Raffles Place, #29-01, Singapore 048622, as the operator of the Website and give Singapore travel licence no. 02943 (company statement). The brand belongs to Trip.com Group Limited, which files annual reports on Form 20-F with the SEC and is listed on Nasdaq and the Hong Kong exchange. The documented record includes a July 2026 China antitrust penalty about hotel dealings, a June 2026 Korea Fair Trade Commission order over registration and voucher refunds, a dismissed shareholder suit and customer feedback on Trustpilot (4.4 from 207,514 reviews, as displayed). BBB lists no profile under the name Trip.com; the only related file is titled 'Ctrip', and its F rating is not a BBB rating of Trip.com. Complaints are allegations; check the booking conditions shown at checkout and keep your records.

Court & Public Records

Related Complaints

Names this company in a role other than the primary subject — not necessarily current or complete.

• Named as an affiliate: Low Price Guarantee Refund Denied for 30 RMB Hotel Difference

Company Relationships

• Owned by: Trip.com Group Limited
• Affiliated with: Skyscanner
• Affiliated with: Qunar
• Formerly known as: Ctrip.com International Ltd

Frequently Asked Questions