Ctrip Reviews

We are a hotel and listed with Ctrip when they launched in Australia. They set up our listing which was in Chinese. Thank God for Google translate, the listing described a completely different hotel, different features. Eventually I got the listing all correct linked it to our channel manager which manages our availability of various websites. We received a booking during a period when we had been fully booked for months. I immediately contacted them to let them know the problems. I then canceled our listing and got an acknowledgement that it was canceled, or so I thought, despite this we still had two more bookings come through. Today I thought I would look at them once again, but thought let's look at their reviews. Based on the feedback on the site it looks as though things have not improved.
We won't be listing our hotel with them again. Our reputation is not worth it.
They have emailed, phoned and emailed again to have us relist, I relented once and regretted my decision. We received a booking for a room that was described by them as having a double bed, however that room had a set of bunks. We ended up upgrading them however I'm sure other providers wouldn't do it.
So after assurances things had improved and relisting the first booking was wrong.
We will never ever use them again.
Do not book with this company.
I was contacted by Aaron from Ctrip saying how sorry they were. Doesn't matter I've heard that many times from ctrip / trip. com
They need to resolve the endemic problems within their company, I doubt they ever will.

I used to book my flights and hotels with ctrip all the time because I live in China.. well not anymore. The airline cancelled my flight in MARCH and I’m still waiting for a refund. I emailed the customer support multiple times and made quite a few phone calls and all I get is a generic answer about COVID and how they are waiting for the airline to respond.

Update: I was glad to receive my refund the next day after the review. Hannah promptly resolved the issue and contacted me to inform me that all is well. I am upset that it took such a long time, but I’m relieved that I finally got the help I wanted.

Hi Trip, Can I know when my refund can be remitted to my account? It was promised I can receive the money in March but now it's almost end of June. I have called like 10x times and the CS always claimed I can received it by next week or another 2 weeks. Please act accordingly

UPDATE：Five days after I posted this review, the same awful guy called to inform me that they get lost with their vendor "Brazil Ftour" for a month, they are not aware what's going on and I still have to wait, after having been waiting for two months already?! That's what they mean by "you'll be contacted for an update". Ctrip/Trip.com, do you expect me to contact your vendor directly? Or do you expect me to be responsible for your chaotic internal supervision problems?! Extremely Ridiculous!!!


This company has long been surrounded with negative news in mainland China. If it hadn’t been for buying a last-minute ticket, I would never have considered use it. And now my experience just double confirms that it’s truly a fraud.

Here is my story: I purchased a one way ticket from Ctrip on 24th March, but my flight got cancelled the same day. I submitted the refund request on 26th March. Their official website states 100% clearly that I was supposed to get my money (more than £1200) back no later than 15th April. That’s a large amount to me so I also called to double check. They asked me to await patiently and even said that even though the airlines failed to return the money by then, they would also like to prepaid me to keep their promise. So I’ve been waiting patiently. However, as you expect, until now, 30 days past the day they promised, I still haven’t received anything. The whole nightmare begins after I began to approach them on 16th April. It turns out that my case is in the charge of a guy with the last name Dai (853016). If I will give Ctrip 0 stars for their company behaviours, dealing with this guy makes me want to amend it to Negative 5. I sent millions of messages through their APP to ask him to call me back to update, got stood up millions of times. The very few time when I was extremely lucky enough to get a call back, he behaved utter condescending, kept asking me to wait without any reasonable excuse, claimed that the airlines has not processed my case yet while refused to offer any evidence. After also checked with English customer service team, it shows that the airline processing has already been completed on 1 April!! This guy even doesn’t bother himself to have a look at their systems, simply use his imagination to deal with the case, needless to say contacting the airlines to follow up. All my complaint about him is transferred to himself again and I am not able to substitute for another guy. It’s always him while he refuses to contact. With regard to why the airline processing completed on 1 April while the money hasn’t been returned yet, the latest response I got from English customer service team is "Even though the airlines has processed the money, it has only been processed and not refunded yet.”, which confuses me very much….
TBH, based on my experience with agency, vendors and airlines, I don’t really think the money of an order being cancelled within 48 hours has already reached the airlines. Withholding the money from customers for capital turnover doesn’t sound appropriate.

Anyway, let’s see how this story will end.

AMENDED to 5 stars. Richard called me back and sorted out my refund immediately. I am extremely happy with the service I got. My flight from Bangkok to South Africa was cancelled during to chaos of Covid.

I have been extremely patient regarding my refund, but enough is enough.

I need my refund! Not just an email to say that its being processed, not promises to get back to me, I just want actual dates!

I am tired of being patient. Everyone keeps telling me that they are under pressure because of Covid, but what about us?? We are also under pressure.

This company is a scam. I bought a ticket through ctrip for a United round-trip flight between China and the U.S, and of course with the corona-virus situation the return flight in April was cancelled, and United issued a full refund of that leg (was clearly communicated in email and on the log-in screen).

Yet, Ctrip withheld ~$250 of the ticket price in their refund because "it must have been the airline" even though I've confirmed with the airline that they have issued a full refund. Seriously?! You're just taking customer refund now?! Pretty sure that's fraud and I will continue to raise with authorities.

Original flight was cancelled. But changed flight cannot be confirmed. Passenger information was put wrongly by this agent. Nothing we can do but just wait, no promise, no gurantee.

After your hard work searching for reasonable prices for flights, you finally decided which one to buy. When you go to payment, you often found the ticket is sold out, and then you have search it again and again. What's even worse, after I paid for a flight successfully (with Email confirmation), I was told later the flight is also sold out!

I only notice it when the departure time approaches, the price shoots up crazily (during Christmas time). All I can do is either choosing their alternative which is a return flight which takes 40hr each way from Germany to China; or getting free cancellation but no compensation at all, and I have to pay extra a hell amount of money to buy a new ticket by myself, and reschedule my travel plan. Moreover, the customer service is also super slow, arrogant, not very helpful...

Anyway, it's really terrible experience, don't go with them...

Changing international flights with Trip seems IMPOSSIBLE. Each time you talk to a different operator and need to tell the whole story again. They cannot check the availability of flights in the same category, so basically they take the request, then pass it to the airline, the airline says NO AVAILABILITY and then you start again, one new date at a time. I ended up begging to check in a range of 6 days, 2 or 3 flights per day, the answer (via email): NO AVAILABILITY and been advised to cancel the seat before departure and changing it afterwards. Why should I cancel without having a confirmation of a new flight? Would new seats be magically available afterwards? Sounds more like making a favor to the airline...

Very bad. For a round trip, I bought the recommended insurance for tickets change, but I was not told clearly that I was only allowed to change before I start the entire trip. And when I contacted Ctrip change the ticket , I was not able to find any term from the website until I was asked to pay all the charges, then I realised I couldn’t claim back. I tried to cancel the change immediately, but I was told my original seat was deleted already, even before I got my new flight. And they could do nothing to help. I am so upset feeling like I was tricked. I will not buy any tickets from them in the future. They are bunch of liars!

Using it for booking my trains/flights and accommodation in China. Everything is going smoothly so far, many choices regarding accommodation and transport and if they weren't able to confirm my booking, which happened once, I got all refund straight away. I also had to use their customer service, as unfortunately I used wrong email address when booking my flight. Very helpful and kind, sorted my problem in 5 minutes!

I had booked my flight on #Ctrip. My grandma has passed away and I made changes to the flight. This cost meS$243 to change the flight. The flight was subsequently cancelled and I was asked by #Ctrip to request a refund. No other options were given. I was only refunded the original flight cost and not the S$243 that I had paid to make the changes. Now I have given #Ctrip S$243 and I have nothing to show. Worse, I was told to suck it up and no redress.

Appalling experience and no responsibility.

We booked a room in Cairo through Booking.com. This was a booking.basic rate and was outsourced to CTrip. We discovered when we arrived at the hotel that the rate we had received was for "Chinese citizens only" and that we would have to pay a higher rate. We also found out that my name had been changed on the booking so the hotel were reluctant to let us check in at all. The room we booked was a Club room, with double bed and lounge access, but we were shown to a basic twin room.

It seems that CTrip either changed booking details themselves or outsourced the booking to Destinations of the World. We discovered only when trying to resolve this issue that the final booking was made by dotw.com. This was never communicated to us and it made resolving the issue extremely difficult.

Beware of Booking.basic, especially if it leads you to have to deal with CTrip!

The worst possible agent to book a flight. We had to cance our flight due to an emergency. Rebooking the flight was a real nightmare. I have called the customer service more than 10 times and I was told that an agent will call me to give me prices for new flights. However, 3 days later their agents still can’t figure out how much it is going to cost to change the flights. In other words it takes them 3 days (and still no confirmation) to figure out a simple price - something that usually takes seconds. If a person needs to change for the next day it is impossible. The staff doesn’t speak fluent English and the whole process is rediculous. Nothing compared to Expedia or any other travel agency. If you want a smooth booking NEVER use Ctrip!

The great paradox - day three - got a call from the agent in the morning (asking for flights that I am interested in. Even though that I have provided that information more than 10 times with their customer service department). Anyway, they write down the flights and tell me that they are going to call me back later with prices (they have confirmed that there is availability in the given flights). 5 hours later, they call back to tell me that they have a price but it is not longer valid because there is no availability in the given flights. They tell me that they can check for business class but it will take some time and will call me back again. My simple thought is - ok, when they call would their price be valid this time or the flight would have become unavailable by then. As I said the whole process of rebooking is a burecracy paradox. They call to tell you that they will call again to give you a price. And when they call again same things happens again and again.

Ctrip you better figure out your own processes and use a simple logic so that you avoid such situations!

No wise person should ever use that service until it is significantly improved! That would have been acceptable maybe 20 years ago...

I booked a bedroom in Pousada da Serra da Estrela through booking.com. When i chose the bedroom i wanted, a new lower price was shown, saying it was booking basic with C Trip partner. I chose it and completed my reservation, it was non refundable rate and it was paid imediatly by my Credit Card Data on booking.
When i got to the Pousada, they didnt have my reservation and i had to pay again and a higher price in order to check in.
Later i found out that the reservation was made in another nearby hotel with a similar name. This is fraud and unacepptable!
Update after C-trip's reply: C-trip, as Booking, says they are not responsible because a third party made the reservation and recomends for me to get in touch with this other agency. And no one informs me the name of this agency. Have you read Kafka? This is hilarious.
C-trip, a final message: Please stop mocking people, it is rude.

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 #5594282985, 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 and Trip.com is NOT the original Trip.com.
6/3/19 Update to Ctrip - Oliver. Oliver regardless of Ctrip's restrictive Ts&Cs, the tickets were M class Virgin Airline economy tickets and Virgin would allow Ctrip to amend the tickets without issue but Ctrip refused, were inflexible, provided no assistance or options, constantly hung up and only made the entire experience horrific instead of applying common sense (even a reasonable fee would have been acceptable).

IS TRIP LOOSING MONEY? AND EATING UP CUSTOMERS REFUNDS ?? BOOKING REF NO 7952278618 ,I HAVE BEEN CHASING MY REFUND OF 5000 RMB FOR A TICKET BOOKED THROUGH TRIP.COM FOR MORE THAN A MONTH THOUGH I AM PLATINUM MEMBER USING IT FOR MORE THAN 5 YEARS! LAST YEAR I DID BOOKINGS WORTH A 100000 RMB AND MORE 52 FLIGHTS AND 30 + HOTEL NIGHTS BUSINESS TO TRIP.COM

I WAS DENIED BOARDING BY JET AIRWAYS HKG-DEL-HKG SECTOR ON 08 DEC 2018, CALLED CTRIP , INFORMED THEM ABOUT ISSUE , THEY SAID NO PROBLEM WE WILL FULLY REFUND WITH CLAIM , BUT IF IT IS URGENT TO TRAVEL YOU BUY NEW TICKET AND TRAVEL ,,, I DID ..
TILL TODAY I HAVE SENT 20 EMAILS AND 30 CALLS , EVEN GOT AIRLINES CONFIRMATION FOR TICKET OPEN FOR REFUND TO TRIP , EVEN AIRLINES WROTE TO THEM WITH CONFIRMATION AND ALL DETAILS OF REFUND

ALL EMAILS SINCE FROM CTRIP ARE " WE ARE WAITING FOR THE AIRLINES TO RESPOND AND WAITING CONFIRMATION FROM THEM , I HAVE ALL EMAILS WITH ME TO PROVE .
I CANNOT FIND ANY READDRESS MAIL ID'S OR ANY MAIL IDS FOR OFFICE BEARERS , ONLY ONE EN_FLIGHT @ TRIP.COM. SEEMS 5000 RMB IS A BIG AMOUNT FOR TRIP TO NOT REFUND DESPITE ALL EVIDENCE AND EVEN CONFIRMATION MAIL FROM AIRLINES .

I FAIL TO UNDERSTAND HOW THEY GET BEST CUSTOMER SERVICE AWARDS ?? IF A PLATINUM MEMBER LIKE ME WHO HAS GIVEN BUSINESS MORE THAN HALF A MILLION RMB TO THEM SUFFERS LIKE THIS , I PITY THE GOLD AND SILVER AND NORMAL MEMBERS ,
CAN ANYONE TELL ME HOW TO SUE THEM ??

Not sure why this site has such bad reviews here. First of all it does have good customer service - especially if a ticket has been paid for. Usually matters are dealt with very quickly by phone and by this I am referring to flight tickets and train tickets. In my experience I have never had a situation where any refund was outstanding or had to quibble. Also, for travel in China, this website is an excellent way to book train tickets (in China) and the app version even shows you how many seats are left on each train. Book the ticket and collect it from any train station in China and tickets are issued within 30 minutes. That is good service. Most people in China seems to use the Trip app to book train tickets. As for hotels, I have used Ctrip to book many hotels in Shanghai and also as Trip.com to book hotels in Europe and never had a problem.

I see many bad reviews about Ctrip and I am honestly surprised. I have used Ctrip for nearly a year in China and I purchase train tickets on a weekly basis through their site, and plane tickets as well on a less frequent basis. Had no issues yet.

This company is a scam avoid it. Made a booking for hotel almost three weeks in advance. Ctrip had not even contacted the hotel! refused to provide a refund when it was necessary to cancel. Booking.com have the exact same hotel, the exact same price... "free cancellation"... avoid this dreadful monopoly in China

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.

I got dragged out from the airport today, Itwas such a terrible experience for me and I had to buy a new ticket, so I contact Ctrip back and they said that they will give me full refund. I will keep you all here updated about my case

update on August 13 : Ctrip has confirmed to return all the money to me within 2 weeks, so I think I should receive it before August 20 or so


update on August 16: I have received full refund on the new ticket which I had to purchase unexpectedly at the airport, for this reason I can feel relieved now, I think many people help me follow up this case including Mr. Oliver From Ctrip, however I still waiting for another amount of money that Ctrip has promised to pay me in two weeks time as following message :

Regarding order no. *445591***, manager has remarked, we will give you full refund for order no. *445591***, also full refund you the new ticket, if refund to your credit card, you will receive it within 2 weeks, thanks!

Molly
ext. 825268

Again I will keep you all updated

Trust all the other bad reviews for Ctrip. This company is just a con!

Booked train tickets through their website from within China, they said my passport number was wrong when I went to collect tickets. Asked the company for proof of the number that was entered at the time of booking however they could not show proof.

When at the ticket desk in train station was advised that I would have to claim a refund through the company for the other ticket. When I contacted Ctrip they said that they could not refund.

Read the other 200 reviews on here and avoid like the bubonic plague!

Around £200 lost

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.

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!