Trip.com’s handling of customer issues is extremely incompetent and inefficient.
My flight was cancelled due to weather. Under these circumstances, all alternative rebooking options were extremely limited and disappearing by the minute.
I contacted Trip.com immediately and provided a viable alternative route. Under APPR rules, this rebooking would have been fully permissible — it only required Trip.com to promptly contact the airline. Instead, the agent did not even check the route until 20 minutes later, by which time the seats were already sold out.
They then proceeded to waste at least two additional rebooking opportunities. Before the seats sold out, they had not even contacted the airline to submit a request. This only required a simple call to the airline, yet Trip.com insisted on following an excessively lengthy internal process.
After escalating the issue, a supervisor assured me they would rebook me “at all cost” — those were his exact words. I was later contacted by an individual claiming to be a manager, who informed me that the rebooking had failed and strongly denied any delay or responsibility on their part.
Ultimately, I was forced to pay an additional CAD 500+ for a rebooking ticket. I was also misled by the checkout interface into purchasing TripFlex for over CAD 80, which provided no benefit in this situation.
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