I have been back and forth for a number of weeks now. In short I was sold tickets on the pretence I would not be required to recheck my bags before getting my transfer. After receiving my itinerary I was then informed it was in fact self transfer and there would only be a 2 hour window to get my next flight.
I have sent them evidence that is literally proof in black and white that what I’m saying is the truth and yet I have got absolutely nowhere. I’ve had a poor response from an email so I further complained and managed to get a phone call with a case manager. Who seemed at first rather helpful and explained it’s “not right” and understood my point.
Disappointingly I have heard nothing back from him since I sent the documents. I then have been on a live chat with a completely unhelpful agent called AnisD. Very disappointing exchange remained unhelpful throughout, explaining that despite the booking being made with trip.com and me actually paying trip.com it was not their responsibility as it’s the airlines who post services on their website relinquishing any accountability. I even tried to compromise and suggest they change the connecting flight to a later one that day, which was met with a strong no because it’s not their responsibility even though they sold the ticket.
They also said that they have checked and 2 hours is sufficient time, so I then asked for confirmation that if I missed the flight would trip.com be responsible for putting me on the next available flight and paying for any potential loss which would occur from the plane taking off with my luggage without me. Which they refused to answer even though I asked three times. The last agent I had spoke with about this said no they wouldn’t because “it doesn’t work like that”.
I really would recommend going elsewhere to book tickets I’m sure you would receive a better experience
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