I booked a hotel in Hong Kong using Trip.com, a total of PHP39,000+ which is payable at the hotel, but they need to pre-authorize the card first to confirm the booking. So basically they charge my debit card on the day of the booking which is Sept 2,2018 for my Sept 11-17 booking in Hong Kong. I called them Sept 6 to refund me the money and ask them if I could just choose the prepayment or pay online option since they already charge me, yet that is now possible, they said that they will just refund me once I checked in successfully at the hotel.
Sept 11 - I checked in at the Hotel
Sept 12- They charged me the same amount which is PHP39,000+
Sept 12 - They refunded me the same amount PHP 39,000+ (so they can charge and refund the same day, eh?)
Sept 12 Evening - I contacted them via chat asking about the charge and refund they made on that day. And the customer support quite not sure about it, but she confirmed that they already released the refund on that day. The question is, what refund is it for the Sept 12 charge or for the Sept 2 charge? They said that I do not need to worry anything because the refund will be on my account after 20 days.
I contacted them today, Oct 4,2018 - because I am not seeing any refund on my account, I called the bank to see any floating amount and to my expectation, there's none.
So base on our conversation, the support said that there's no amount left or charge because the preauthorization failed on my payment. Which is not true, because it will not confirm my reservation. So she said that she will check with their finance department today and see what happened.
PLEASE DO NOT USE THIS COMPANY, BECAUSE OBVIOUSLY, THEY ARE TRYING TO SCAM PEOPLE!
A reply to their reply:
I called my bank and they said they havent received and refund from this company. I can provide screenshot
Review by Sank1 year ago
We just came back from holiday, so I haven't replied or posted anything after the last review.
Oliver replied back and said we agreed with the solution CTrip provided. Do we have a choice? Returning 3,000 RMB out of 6,300 RMB, is NOT the solution we were asking for.
The CTrip app forced us to book a hotel without our knowledge and consent. Has the app been fixed? Or is CTrip still tricking other customers with it?
The CTrip agent was extremely arrogant and rude. Has there been any quality control? Does anybody check and listen in to their agents talking with their customers?
CTrip has a policy on when to reply to their customers. Really? My numerous emails were unanswered for more than 2 weeks before I started posting in social media and still hasn't been replied. What kind of policy does CTrip follow? Should we expect no response as CTrip's policy on replying to customers' questions and concerns?
After stealing 6,300 RMB from your customer and returning only 3,000 RMB, do you consider that as agreement on our part? And the only reason we even got 3,000 RMB back was because I went to social media. If it wasn't for Trustpilot, we wouldn't have even gotten part of our money back.
For those of you who are wondering, yes, we went to the China government complaint hotline. They tried to help, but CTrip just dragged on and on and delayed over and over again.
And here's another thing. After telling us they will return 3,000 out of 6,300 RMB, they told me to remove all my posting from Trustpilot. No, I will not remove it and not only that, I'm posting another one.
You cannot cheat somebody out of 6,300 RMB and return less than half and expect me to be happy or satisfied and remove my posting. It's ridiculous!
Do not use CTrip for anything!! You will regret it as we have.
Review by Kirna Hockenbroch1 year ago
I don't know why there's a lot of bad reviews for this company but so far my experience with them had been great! Booking flights and hotels is very easy, price is the cheapest and their customer service is very nice and friendly. The app is also very convenient for me specially since I'm always busy and on the go. Thank you Ctrip!
Review by Jumeli1 year ago
Had planned a trip from Shanghai to Vietnam on 6/18/2018. I booked flights and hotels through Ctrip. I was never told I needed a visa (I am a US citizen). While I should of check the requirements before I left, I was not told that a visa was required beforehand. I frequently travel in the USA and China and any other website I use will tell me that a visa IS required for whatever country I am traveling to.
While I don't fully blame ctrip for that, the series of events later are totally on ctrip. Since I got stuck in xiamen during my layover to Vietnam, ctrip told me they will cancel my return flight back to shanghai. They said this is their policy since I couldn't fly to Vietnam on the original ticket. However, on 12/24/17, I missed a flight to Xi'an, booked through ctrip. I bought a new plane ticket at the airport, and flew back on my original flight that i purchased to come back to Shanghai. Where was their cancellation policy then?
On top of this, they told me in an email they will book a new flight back to Shanghai for me, tax free. I replied to their email accepting that offer. Then they took the offer back and never helped me buy tickets back to Shanghai. When I questioned them, they never responded to my email.
Since I had a delay in getting to Vietnam, all my hotels and tours were delayed one day. I spent a lot of money to get my visa done in less than 12 hours, spent a lot more money on new flight tickets home, then had to book more hotels since again, ctrip would not help AT ALL!
This is the worst, most awful company to use when traveling. I have all my emails and I wish I had the phone calls recorded. When calling ctrip, you'll get someone who will say "I understand your problem and I'll escalate it" only to get a call or email saying "we can't help you." In fact, I talked to the hotel and asked if ctrip ever contacted them about changing my dates, they said "no".
Update to my post. Ctrip did refund me a partial amount. Far from the full amount that I paid for the flight (about 1/5 of the flight price), but its better than nothing. I am grateful for the partial refund, but I still will not use this company due to their policies and how unhelpful they were while the problem was occurring.
Review by Bafford1 year ago
When booking flight tickets, Ctrip often offers two or more prices, e.g., (a) RMB 9773 for tickets with (no cancellation | no check-in luggage for one leg), (b) RMB11965 for tickets with (cancellation instruction | free check-in luggage). When one clicks for the cancellation instruction, it says "see next page" (after pressing the booking button). This misleads the customer to start booking (b) with an impression of cancellable tickets. With the difficulty to find the icon for reading the instruction, a customer often realises that (b) is NOT cancellable only after receiving the booking confirmation. By then the customer has paid more than RMB 2000 for checking-in a piece of luggage in one leg.
I was one of the victims for this unfair and unethical practice. When I queried Ctrip customer service, after two polite correspondences, Ctrip terminated the conversation by returning an email saying the mailbox is full. How can such a major Chinese travel company be lowering itself to this level?
Update: Ctrip contacted me fairly promptly. Credits to both Trustpilot and Ctrip for re-establishing the company-customer correspondence. A customer service officer rang and offered RMB500 compensation as the tickets have already been issued. There was about over RMB 1700 overpricing, RMB500 is better than nothing but would still leave me more than RMB1200 out of pocket. This was followed by a second customer officer (speaking good English) to check the outcome. I will update this review again when I have received the partial refund (about 30%).
Review by Tiffanx1 year ago
Refunding of Booking number 6428413780
I have the most unfortunate dealing with your company. I booked for a trip from shanghai to Toronto on June 7,2018 at 18:53 and in almost 3-4 hours I cancelled the trip. As advised on the website I paid the 183 Yuan fee for refund. However, when I called the helpline I was told I will not be refunded for my amount of CNY5653 of the flights.
It is illegal. I checked both United Airlines and Air Canada website and if you cancel within 24 hours, and when your trip is more than a week away you get a FULL REFUND. This seems fraudulent if the company retains this money and I will take a legal recourse if my money is not refunded. Along with that I will be forced to write reviews on all possible sites so that this incident is known.
Please refund the amount as soon as possible.
Review by Jabrik1 year ago
Booked the train from Shanghai to Beijing and got our two tickets but we are not siiting together. Emailed customer service and was told that there nothing they can do.
No where on there website does it tell you that you won't get seats together.
Review by Royce1 year ago
First of all, I have to say that couple of service center managers were helpful, others, for instance Roii whatever his real name is, simply are simply ignorant and rude.
I booked a hotel room on the 14tb April in Guangzhou city and was supposed to spent a night their after my trip back from Hong Kong with my b/friend and his mum. I paid the room fee (I hit the booking confirmation with the following note: “you don’t have to do anything more, just enjoy your stay”- haha!!!) and prepared 300 rmb as a deposit (this is what Chinese hotels usually charge you while checking in, you get refunded with this money the day you check out) . Arrived , it turned out I had to pay another 398rmb (amount of the overnight rooms fee) at the desk!!! I claimed I had already paid this amount yet the receptionist stayed deaf to my arguments, plus didn’t speak English. Being exhausted and 00:00 having no other choice except that one we had to pay 698 rmb (in addition to those 398rmb I already paid online) where 300rmb deposit was included. The receptionist assured me I get reimbursed when checked out. I addressed the service center of Ctrip.com and received a reply that those money I paid online was pre-authorization fee and I’ll get within the next 7 working days.....crazy as hell. WHY DO I PAY TRIPLE FEE AT ONCE AND HAVE TO WAIT FOR MY PRE-AUTHORIZATION FEE WHATEVER IT IS ANOTHER WEEK GIVEN I ALREADY PAID THE HOTEL FEE AT YHE DESK FOR THE NIGHT I SPENT THERE ?? Never in my life have I encountered such a madness !
Review by Garanation1 year ago
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.
Review by JanetGoodall Bres1 year ago
Awful experience. I had to book 3 flights for a business trip in the same week and suddenly until I went to the airport, the airline told me that my booking was for last month??? How could it be possible if the other 2 flights were booked this week, this month? I'm not convinced that I indicated the wrong date (17 Feb) because it was not even Tuesday, I'd never have confused like that. Read up on Google there were many customers complaining about the same issue. I had expected Ctrip to be more reliable before this. A total scam!
Review by Gloworm Zymohorova1 year ago
I booked internal return flights in China through Ctrip.
A month before my flights they contacted me and said that the flight had changed to the next day.
To get a visa for China you have to pre book all accommodation. I told them that this change did not work with my itinerary, I wanted to cancel the return flights.
They then said that they would refund the return flight that was changed but not the outbound flight that was unchanged.
When I said that I booked a return flight and that a one way flight was no use to me they said that it was their policy as the outbound flight hadn't changed.
What a scam.
Book people on flights that do not exist, than move them to other dates and if you can not juggle your trip they keep half the airfare.
I am so happy I have not booked my train travel through Ctrip.
I would not recommend anyone deal with this company. They make up their own rules and do not care about customer service.
Avoid or beware.
Review by Qiaolin Diosana1 year ago
I purchased tickets with Ctrip in Jan this year, I noticed the middle name was incorrect, so I contacted their Customer Service Dept. They said the info I gave was incorrect when I booked my ticket. I could not prove as the info was in their system. After waiting for nearly a week for their feedback, They confirmed they could not change the name for me - the service was terrible, rude and no explanation was given. I then contacted Hongkong Airline, they told me that they could not help as it is agent's policy. Ctrip made no effect at all to help me, they don't show any care to their customer. I have to purchase a new set ticket. I will never book any trip with this company again !!!
Review by Warley1 year ago
I wish there was zero stars! Selling this company a timeshare in Cabo and they have all but completely disappeared from the transaction. They won't take my calls and have blocked my number. This is looking like total FRAUD!
Review by Hosuk1 year ago
Booked a train ticket on ctrip from Shanghai to Suzhou. Our flight into Shanghai was delayed so we wanted to change the train ticket to a later time, which the website said we could do. However, there was no button on the website to do this. They make the cancellation so difficult and convoluted to make sure you can't cancel. Will never use them again.
Review by Eldiiar1 year ago
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!
Review by Wheely1 year ago
They are scammers. Cancelled my trip, I bought another one on their site for the same dates but they refused to refund the cancelled one, claiming it wasn't cancelled and it was delivered to me. If that were true, why would I buy the same flights for the same people to the same destination twice? Avoid at all cost.
Review by Raquella Pizzola1 year ago
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.
Review by Bahgat1 year ago
I recently used Ctrip while traveling in China and boy I wish their services were so well developed outside China! It was so easy to manage all our logistics from trains to buses and local park fees. Love it!
Review by Cholida1 year ago
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.
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.
Review by Dezdemona1 year ago
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
Review by FlopiHD1 year ago
excellent fast and convenient service for air train and hotel bookings for all.
Review by Safeyah Derrow1 year ago
Sorry CTRIP, even though today is the very first day when i found out about your existence i am giving you 0 stars.
I never used or heard of ctrip.com till this morning when i received a email notification from my American Express account saying that i was declined to purchase some $326.00 (whatever) trip or travel service from ctrip.com. How did they know about me and my credit card-no idea. Past few days i've been using skyscanner.com to search some flights...but i have never bought anything from them either. Though now i know that CTRIP owns skyscanner... And They may see my info through it. Not sure...what i am sure about is: 1) Credit card replacemnet 2) Deleting skyscanner app on my phone 3) Never ever use or recomend ctrip.com to anyone.
Excuse my incorrect english...i am a half-american/half-russian. And i am the one who never really write negative reviews. Though i feel like i have to in this case to warn peolpe.
Next day (April 6th): My reply to CTRIP.
Thanks for your reply and apologies. And i believe that "Normally, we wouldn't charge your card for something that you didn't order from us or use your card without your permission." Though i am still shocked that that happened...and that CTRIP knew about me and my credit card info and even used it before i even knew nothing about them.
After i left my first review last night i googled CTRIP a bit more. So...Now i know that CTRIP has offices in several cities and collaborates with other travel companies :Skyscanner, Tours4fun, trip.com. And i just rechecked that yesterday's declined credit card transaction and it says the full name of the merchant:" Ctrip Com Hong Kong Limited"
So Oliver, I don't have anything personal against you...Though i have it against the whole CTRIP system and company. So this review will remain "0" stars...
I just sent (forwarded) that american express email about that declined CTRIP transaction you asked about. Hopefully it will never happen again...not to me or to anyone.
Oliver...what are you talking about? I already emailed you American Express notification about that transaction ( Read my reply i wrote above on April 9th). And you emailed me back asking me to provide these 3 things:
1. Card number (complete/full card number)
2. Transaction date
and my phone #.
What? There's NO WAY i will ever send my credit card number to the company that stole my identity and used that against me.
Please, do not reply. This review is getting only worse with your repeated messages.
And folks! This is my experience with this company i have never tried to have any experience with. If i was one of you i would definitely try some (if not anything else) other online travel agency.
Happy Summer everyone!
Review by Ermolao1 year ago
Ctrip cancelled my return flight from paris. Had to spend 400€ in another flight to other city(I had not many choices). Sleep. Next day 5 hours bus. 1 day work lost. At the end costs easily go up to 800€
Still waiting some comensation about this.
Oh, and they call me 3AM, maybe they dont remember we all don´t live in china.
Review by BewertungsOnkel Vrachimi1 year ago
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.
Review by Lengthorn1 year ago
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.