Where to start, I booked 2 nights accom in Pattaya through them, I few on a Staff ID90 ticket Mel to Doh then was to connect Doh to BKK, but was off loaded due to 13 staff booked and only one seat on that flight, so I flew to Bali instead, I logged on to cxl my accom through them and ok the T&C's state I have to cxl 2 days earlier to get a full refund or I would be charged the one day, so I emailed them to ask what they could do for me re the 1 day refund, firstly I was told nothing due to the fact I had tried to cxl after the cancellation date, I then had to remind them of their own cxl policy of the one day fee and refund the rest, they agreed (7 days later) to refund the one day, and if I could provide an airline cancellation certificate they would refund the full cost to me. I sent them a screen shot of the text message from the airline to state I had been "off loaded" from the bkk flight, as it was staff travel (airline crew family/friends) they do not issue certificates, trying to explain this to someone who does not understand what "they do not issue" mean is difficult on its own. So then today I had a phone call from them again to state the 1 day refund has been processed and as the staff ticket was a “standBy” the hotel would not refund the other nights stay, but as a good will Ctrip will refund half of the payment.
So after serval days and email, i have to say the service has improved, and the outcome although not a full refund i have to accept the fact i had to cal last minute and they are great full to offer me a part refund was a great out come, i will consider using them again
Thanks again to the Staff at Ctrip and great outcome for all, Regartds David
Review by Potsworth PayZang1 year ago
UPDATE: Ctrip has swiftly solve the issue by issuing a new ticket for my partner. Thank you and Merry Christmas...
UPDATE: My partner tried contacting them again, stayed on the line for 45 minutes to be connected to a 'customer service advisor' and no luck. An obviously they haven't emailed me regarding this yet.
We bought 2 return flights from London to Poland for the Christmas period. Our flight from London to Warsaw seems fine, however, Ctrip did not provide my partner's details to LOT Airlines for the return flight. So basically, my partner only has a one way ticket to Poland! My ticket is all good though. JUST IMAGINE WHAT WOULD HAPPEN IF I DID NOT CHECK. He called them over 2 hours ago to report the issue. The lady over the phone said that she currently doesn't have internet and cannot solve the problem. Like really? A flight agency without internet?!!! You just can't make that up.
Anyways, he was told that a colleague will look into the problem for me and they will get back to me within 1 to 2 hours. So far nothing...
I shall update further once I know the outcome...
Review by DeaPluml Rosov1 year ago
Update 24/12/2018: they contacted me saying they will refund only 609CNY from 7600CNY!!! ha! Scammers
UPDATE: No one did contact me seems like they put that message to everyone who puts a review here..
WORST COMPANY EVER (ACTING LIKE SCAMMERS)BE AWARE
I was trying to book a flight to romania and then every few minutes the price goes up and up which made me go quickly to deposit money to buy the ticket once i bought it the price drooped anyway, I ignore it and then i had a delay on my visa asked them that i want to change the ticket date here comes the disaster they said okay then they asked a huge amount of fee which I considered it as airlines fee however, you cannot change and pay from inside the app you have to call and then she asked me she needs needs only CREDIT card ., in the first place they were accepting anykind of available payment methods in china,, and then I offered a credit card i called agian then entered all info of my card she said sorry its declind and the second try she said you have no enough money!!
I said its not my first time to use it!
And then i tried do my BEST offered two different cards from my friends but also they said its not working as well!!
What is wrong with this company(CTRIP) then it was late and the trip is in next morning so i said please i want a refund as you didn’t provide me the service and i did three credit cards! what else to do? And then an employee asked me for my card information with the code!!! Are you serious??? I didn’t accept of course and she said then we cannot do anything for you or you can get only 609 RMB from 7000 RMB !!!! I want a refund because this is too much and they wasted the time the trip is already near and its not my mistake and this is a lot of money equals 1080$ .. and I am a student I wasn’t going to have fun! You made me and parent so sad and bad taking money like this I can’t say anymore i want my money back please please its your mistake
Review by Rachelcorr1 year ago
I booked my flight on line from Xian to Shanghai, China and made the payment by my credit card. I never got a comfirmation from ctrip except a booking number. When I got to Xian airport, I found I had no flight booked.
This was irresponsible !
Review by Leoninny1 year ago
Booked a hotel room in Manila for 1 night for my wife before she flew to the UK. /Entered my debit card details and was sent confirmation, prepaid. My wife goes to check in at the hotel, no payment received, she had to pay cash. Watch this space. Any reply from ctrip will be the standard reply.
Review by JoanLucq1 year ago
UPDATE: Ctrip have amended flight booking and issue is resolved.
Booked a flight from Melbourne-Auckland and my details in the booking confirmation have been incorrectly entered with the surname 'Smith'. I have never been a Smith and my last name is nothing even resembling Smith!!!! The email and invoice even address me using my actual name.
Contacted CTrip assuming they would reissue the ticket with my correct details, only to be told it was ME who typed in the name which I have never had before in my life and I would need to forfeit the entire airfare as they were unable to do a name change.
This is either an administrative error whereby they refuse to admit fault and rectify the problem OR a scam - but either way results in me being thousands out of pocket.
Absolutely disgusted in this company. DO NOT USE!!!
Review by EliT Srighakollapu1 year ago
FINAL REVIEW - 3 May 2018
Thanks to TrustPilot, Service Manager Oliver from Ctrip called everyday until EVERYTHING was sorted out
My opinion about TOTALLY TURNING THINGS AROUND has be voted a 5 STAR ...
With this amount of effort to change a NEGATIVE to a POSITIVE, Ctrip will WIN and keep WINNING
Our Company is up and running with Ctrip now and the problems have been sorted out, in a short space of time!
Therefore I change my -ve to a +ve +++
This has taught me that nothing is final and change can be a very positive thing ...
Actually this is the most POWERFUL "Negative" to "Positive" that I have experienced in my fairly long lifespan on Mother Earth!
FOLLOW UP REVIEW - 19 & 20 April
Service Manager Oliver,
Thank you for contacting me telephonically on both days and beyond, since this review ...
Ctrip's Billing Department are in the process of transferring money through to my Bank account now, thanks to your efficient follow ups.
I await assistance with the mapping of Ctrip to the channel manager SiteMinder and trust from the previous experience with you, that this will happen very soon. An update is in the making
INITIAL REVIEW April 2018
"HOTEL" IN AUSTRALIA
Today out of sheer frustration I am writing to Ctrip and would like to rate them "ZERO"
We were told that they are an International Company driving to send guests to Australia, especially to Sydney and the Blue Mountains.
We began our horrendous journey trying to set up a two-way integration with the channel manager Myallocator ... this did not happen until the channel manager was changed to HotelRunner six months ago ... then out of the blue we received an overbooking (from our first and only Ctrip guest).
Since this overbooking we have been trying in vane to map/integrate HotelRunner and Ctrip ...
Since this booking (which we were fortunate enough to honour because we had a spare suite) WE HAVE NOT BEEN PAID - this dates back almost three months now, and the worst part of it all is that nobody, absolutely nobody will put me in touch with the Billing/Accounts Department and Ctrip Support only sends many automated messages saying that a representative will contact us within 24 hours - this NEVER HAPPENS?
We were able to make contact with a Ctrip representative from Melbourne, Australia about five months ago, but this experience has been COMPLETELY FRUITLESS.
So until Ctrip get their act together I would HIGHLY NOT RECOMMEND DEALING WITH THEM!
Review by Palasthy Merrihue1 year ago
CTrip ......you really should close down.
I saw a good deal in Mauritius for a 5 star hotel and went to book.
I was told "your card failed our verification system. Please use another card"
I did.....with two different cards of mine and then my partners card. All failed their "verification ".
Just to be clear; ALL THREE cards are perfect (as all three always are). I called my bank and NO request for any payment was submitted by CTrip to either bamk. Why? This is the only real verification .... submit the payment to the bank!!
So after hours of hassle over 3 days we lost the deal. Customer "service" were an absolute joke. Now hotel prices had increased.
I now wonder was this deal ever real or just a scam? Tempt the customer with a really good deal that is not really there and see if they would then go for a more expensive deal.
I beleive it was a cheap scam.
CTrip......DO NOT GIVE ME YOUR RIDICULOUS AND INSINCERE REPLY.
You just do know how silly, incompetent, lazy and inept this rubber stamped reply makes you look here.
So as you can see here on TrustPilot with nothing but appalling reviews they should stop wrecking peoples travel plans and try some other business.
Review by Istinie Centa1 year ago
Charge double when requesting passenger name change,when Cathay charge 50€ they charge 100€,and they even get my passport expire date wrong.
Review by Sujna Aronhalt1 year ago
Worst UE so far.
1. Could not find my booked flight in English App. Then contacted help desk, and was told to check it in the Chinese CTrip App. However, I can still not find it.
2. My negative review of my hotel is hidden very low in the review list. The reviews seems are always sorted in Rating desc.
3. App UI is confused. Cannot find my stuff.
Review by Adlehied1 year ago
This is a terribly managed travel company. Their online information is incorrect and deceiving. I doubt it is intentionally deceiving but it is severe incompetence at best. The website consistently shows flights that are not available. They make you go through the entire booking process including payment and then you may find out the flight is not available. In my case I did not even get notification that there was no booking made after I tried to pay. I had to check with my credit card company to see that no payment had gone through and that therefore no booking was confirmed. When I called Ctrip they simply said that the flight was not available at the price they advertised and hence the booking could not be processed. No other travel companies work on this basis. The flights you see advertised can actually be booked at the price advertised. Not so with Ctrip.This happened to me on 3 separate occasions. Completely unreliable and untrustworthy.
Review by Weltanschauungen1 year ago
Took money and emailed an eticket for flights.
Checked with British Airways to confirm flight was booked and found the following
- No eticket issued
- Incorrect passport details entered so I cant verify my identity
If I went to the airport I would have had no flight.
Someone from Ctrip please contact me immediately to recitfy this once you read this review. 49720
Review by Devlina1 year ago
the bad service ever i had for online hotel booking !
i had made a hotel booking on 19 Oct 2017 and it charged to my credit card on the same day. Then i received an email about my booking was done and i have to activate my account. After that i never get an confirmation of email from Ctrip. So i checked back my Ctrip account and it shows my booking is processing before it becomes confirmed. So i think they will inform me what is the problem before my guest will check in on 26 Oct 2017. But they never inform me any until my guest is there at the reception! I called up Ctrip and the service staff told me that the room type that i booked was not available and she will help me to find another room now or another hotel.. how stupid is that ! And will refund me the payment within 15 days. Means they charged me without any notice that the room is available or not! I swear i will not book with Ctrip anymore..
Review by Brynboy1 year ago
Ctrip delivered what they promised, so I can't complain - but with a confusing customer service. They are legit and didn't rip me off - I want to provide a counterpoint to some other reviews here.
Although they specialise in East Asia, I found them on Skyscanner offering a deal (much cheaper) price on a flight from the UK to Europe. I clicked through, where they asked for my passport details and asked me to pay upfront. This seemed unusual, as passport details are only needed at check-in, not to buy the ticket. I went ahead and paid, and received a email acknowledging payment and saying that 'Ticket(s) will be issued no later than 72 hr before departure of the first flight. Your ticket confirmation and itinerary will be emailed to you once your tickets have been issued'. No ticket.
At this point I was scared - in this age of electronic databases, you expect orders to go through almost instantly (this has been the case with every other online travel agent I've used), and I began to doubt they even had the flight ticket as advertised.
I then received an email from Skyscanner: 'Ctrip have notified us that it's taking longer than usual to finalise your booking.
You should hear from Ctrip within an hour but this can sometimes take longer.' I did not hear back within an hour. What finalisation?
Eventually, I received confirmation that my flight was booked the next day, along with a booking reference (PNR) for my airline. From then onwards, everything went fine - I enetered the PNR on the airline website, it was valid and booked just as requested. I checked in and took the flight.
So the moral of the story - Ctrip did deliver, but with an explained delay, and an unintuitive email correspondence (sent from China). Some explanation in advance that issuing the tickets takes some time would have improved the experience. It seems I had a better experience than some reviews on here.
Review by Punkalady1 year ago
What happened to customer service??? Booked a flight for my 75 y/o mother and it was too late to realize the 16 hours layover. Asked them if they can change to an earlier connecting flight but was told ticket was NON-CHANGEABLE as per policy. I have never heard such policy, not in Canada at least, where customers have options to choose. Not too happy with it!
Review by Therunningmind1 year ago
Better than expected...
I used SKYSCANNER as always to book a local EU flight from London to Brussels and they transferred me to CTRIP whom I had never heard of before. After making the booking, I got a message saying payment had been processed but the ticket was taking longer to process.
Give that this was unusual and we didn't know the company, we came to TRUSTPILOT to check. Thanks to another reviewer who initially got a number that was not connected to a ticket, I followed their advice:
When we got the ticket number from CTRIP, we waited a couple of days and then contacted the airline. They confirmed that the ticket number was known to them and that there was a reservation in good order associated with that number and that we had a flight and a seat and everything was fine. All we now needed to do was check-in.
I therefore never needed to contact CTRIP as there were no issues requiring contact. I had NO PROBLEMS and received a solid service at a good price which is no less than I would expect.
Review by Thami Connexion1 year ago
I purchased the ticket and within five minutes of it being issued I checked it and they had missed placed my last name for my middle name. I called Ctrip but they are refusing to do anything and only offering to give me 10 percent of my money back. The airline was willing to help but Ctrip will not help. I’m very dissatisfied and I will never be using them ever again.
Review by GaryRiddle Sarhmati1 year ago
Horrid customer service. Bought a last minute ticket with them for a short flight. I was charged twice, yet when I call them they insist they only charged me once. I guess they think I am so stupid that I cant read a bank statement. I dont have the time to argue with them and send "proof" over and over just so they can tell me the same thing. SAVE YOURSELF A LOT OF TIME AND MONEY AND DO NOT BOOK THROUGH TRIP.COM. THERE IS A REASON THEY HAVE A 1 STAR RATING! Im sure they will post some reply trying to defend themselves. Dont believe their crap.
Review by Elzan Babalau1 year ago
Bad application ever!!! They only support in China! If you come from other countries DON’T ever use it!!! And I’ll tell all my friends all people i know DO NOT use this web! Only a small mistake and they can’t help or try to.. all they can do is “Keep your money” I have a mistake spell a wrong name only 1 letter!! They said If you are in China They can fix for you but You’re not!! So all I can do is refund which lose 400US dollar Thank you and goodbye Ctrip!!!
Review by Karyo1 year ago
I am very upset with this company. When I booked my tickets there was no option to include a checked bag, and the booking said it included checked baggage. But after I purchased the tickets, the email confirmation says I have no checked baggage. I have a screen shot of the page where it says my ticket includes checked baggage, but this company refuses work with me and continues to be incredibly rude. I am quite frankly infuriated by this experience as I would not have purchased this ticket from this vendor if I had known the baggage was going to be so much more. I am going to dispute these charges with my credit card company since the booking I purchased is not the booking I received.
UPDATE: ctrip contacted me and said that they would reimburse me for my baggage fees after supposedly going back and having their IT team "look at all the screens that I saw as I booked." I provided my bank information per their request. 2 weeks later, still no refund.
UPDATE: CTrip has followed up with me and fully refunded my baggage fees. Thank you.
Review by ADKinLA1 year ago
So I went onto skyscanner today as trying to book flight from Spain to uk. Ctrip (Skyscanner’s parent Company) came top of the list.
Whilst I was a bit surprised at the good price from Ctrip I proceeded to book the flight with them.
Then I get the well known ‘this booking is taking longer to process than expected’ webpage come up and told to wait 2 hrs for confirmation of tickets. Which is very unusual as I’ve never seen that before booking tickets.
Meantime, almost instantly Ctrip take and confirm that my payment has been taken, so left waiting with bated breath.
Two hours pass and guess what? No ticket confirmation, no updates, very very poor.
I’ve been a longstanding user of Skyscanner and over the years have trusted then with flight searches and bookings and this is starting to concern me with this experi nice so far.
Now I’m putting this complaint out there and will update this post in due course.
Really poor service from Skyscanner and Ctrip so far. Let’s see what happens.
Review by Ásthildur1 year ago
I have already submitted a bad review... But even after I have been contacted almost straight after submitting my review, My issue is still not resolved!
How am I supposed to trust this company when they have supplied my with an incorrect airline reference number and will then only tell me the correct one via email and not with proper travel documentation? How can one travel without an e-ticket or itinerary of travel.
I was supplied with a document that slaps on the IATA logo on the top left corner as if I am supposed to believe it is a legitimate document?
This trouble has kept me awake at night and sent my anxiety spiralling out of control. I seriously cannot believe the ignorance of some people in this company and seriously just want this disgusting mess resolved! And if anything some proper compensation for this trouble!!!
Review by Bunthawi1 year ago
I book a hotel in Philippines but I cannot believe it that it took hours for confirmation and until now there has been no confirmation done. I called Ctrip for inquiries but they told me the hotel told them that they can confirm on the next day. How that is possible? We are already in a modern world and I believed the hotels now can see their vacant rooms in one glance. I shouldn’t have trusted this agency, it is very incompetent. This is the first time i get a booking which confirmation of booking takes forever with your money deducted on my account. It is very troublesome!!!!! I hope ctrip will not give me a false hope.
Review by Ffffffff1 year ago
Tried to book a hotel here in bangkok and when I did I called the hotel asking for my confirmation. They said they didnt have it. Had a chat with ctrip and the "specialist" looked into it and said hotel confirm me. I called back hotel. Still don't know who I am. I need to be there tomorrow night and have a place to sleep but as of right now I'm not even confirmed. So I tried to ask for my money back and they just flat out said no lol So with that this is the first mystery booking I've ever had to deal with. Book with them and pray to god you have a room? lol Unacceptable. Even if I do have a room, to not be able to confirm it is crazy. I wouldn't use this again. Agoda or the other bigger sites are a bit more expensive but at least you can confirm you have a room. Don't be suckered in by the cheaper rates. Honestly this hassle is not worth it. Just pay the extra 5 bucks a night on agoda and confirm you have a room.
Ctrip immediately contacted me after this review and looked over my issue and it was resolved in hours. I still don't like the uncertainty of not having a confirmation from the hotel BUT, seeing that Ctrip had the last remaining room I wanted from the hotel, I think overall it was worth it. Thank you for addressing this issue quickly. However the hassle is something I am still weary of experiencing, especially when I NEED a room. Buyer beware.
Review by RoKin Fippen1 year ago
After filling in my card and passport details, I was given an email saying "it is taking longer than usual to finalise your booking" and then finally given an email confirmation, with a confirmation number.
But that wasn't the actual e-ticket of the flight, and the email says that the "ticket will be issued no later than 72 hours before the flight". That is quite strange, because why wouldn't they issue an actual ticket when the payment has gone through already? Are they not sure that they'll actually have a ticket come the time for the flight, and say the flight has been cancelled or they are not able to give me ticket for the price advertised, like so many of the stories I have read here on TrustPilot?
Given the reviews I have read here (which I should have read before booking, so many regrets now) I am now very worried there won't be a ticket when it is actually 72 hours before the flight, and by that time, it will cost so much more to buy another ticket. Booking on CTrip has given me no peace of mind whatsoever.. Next time, I would go with another booking site that actually gives you the ticket, for sure, after you book, even if it costs more.