Logan Kolssak
2024.04.03
NEVER USE TRIP.COM
This is the first time I have used trip.com and unless there is some resolution, I will not be using them ever again and advise you to do the same.
I used trip.com to book a flight to Sevilla - first off the itinerary that they booked for me had incredibly tight connection times to begin with.
My first two flights were both delayed by over 2 hours, which resulted in less than 30 minutes to get from the other side of the airport, through customs, and then through security at Barcelona airport. I unfortunately missed my final connecting flight. After talking to the Vueling ticketing agent, he informed me that because my booking was all done through the agency - it is now the agencies responsibility to rebook me because of the delays.
I was now stuck in barcelona at 22:30 with no idea what to do. I called trip.com expecting for some sort of resolution. This is where it quickly went downhill.
Did the trip.com help me? No. In fact I was met with hostility by the first manager I talked to. She was severely unhelpful and said there was nothing she could do and my only option was to book a last minute flight for the next day and then tried to hang up on me. This obviously costed me an arm and a leg as well as the missed airbnb at my final destination. Keep note that the manager told me they would be looking into my case and get back to me shortly about a refund. This will pop up again later!
So now I’m stuck in barcelona with no place to go and with an agency that refused to help me out.
I ended up calling and talking to around 7 different representatives who all would tell me different things and report false information about the airlines when I was standing next to the airlines representative. I finally got ahold of someone to help me get lodging in Barcelona to avoid sleeping on the airport floor. Again I was met with pushback until finally they agreed to give me trip coins to book a hotel through their service. When I looked at what was in my account and the recommended hotel the agent suggested I did not have enough trip coins so I would then be forced to pay with my personal card. I called back to explain this and was told “we are placing your complaint in an emergency notice and you will get a call back in 15-30 minutes.”
Do you think that’s what happened? You guessed it, definitely not. I ended up waiting on the airport floor till about 00:30 to get a call back just to be met with more hostility and someone telling me that there’s nothing more they could do. After pushing back on them they begrudgingly added an extra 20€ so I could have a place to lay my head. 2 hours later. Do better. Guess the “emergency notice” doesn’t actually mean anything to them.
I thought that was that, but I wake up the next morning to an email that says they reviewed my complaint and did not see any delays so they will not be refunding me.
Of course I called and spoke with another representative who then proceeded to tell me my flight was only delayed by 5 minutes… Try over an hour and a half for both flights….
I missed my flight trip.com because of the absurd delays. Why are you so insistent on telling me what I DIRECTLY experienced? Who is the one traveling on these flights? After I walked through the actual data from Flight Radar to the representative, she begrudgingly said she will look into it more. I am now waiting to see what their final resolution is going to be about these flights.
At this point so far, it seems they care more about closing cases than about their customers who keep them in business.
This has been the WORST travel I have experienced and the WORST travel agency that you can find.
I will update this review depending on what the resolution ends up being, but at this point I could not recommend not using trip.com enough.
UPDATE Apr. 3: just now got an email from trip.com saying my flight is delayed and I won’t be able to make my connecting flight. Trip.com why did this come 3 days after I was supposed to take off?
Update Apr 4: Received a resolution from Joy from customer success team “To address this issue, we have taken immediate steps to enhance our communication protocols and ensure that such incidents are minimized in the future. We are investing in advanced technology and training our staff to improve our ability to provide timely updates and notifications regarding any changes or disruptions to our flights.”
This is a cop out and didn’t actually do anything to address my complaints. I called and was able to talk to ANOTHER representative who then told me that her investigation showed I had more than enough time to make my flight and said my flight landed at 19:20 when in reality my plane touched down at 21:18. This company doesn’t actually try to resolve anything and will lie to you to make the problem go away.
Date of experience: 01 April, 2024
Date of experience: 01 April, 2024