My experience with this case was highly unsatisfactory. I had a confirmed and accepted booking for my flight from Melbourne to Ho Chi Minh City. After multiple schedule changes, I formally accepted the final updated flight inside the Trip.com system and travelled to the airport according to the confirmed departure time. However, at check-in, the airline informed me that my name did not exist in their system, meaning my confirmed booking was not valid. Another passenger who also booked through Trip.com experienced the same issue, indicating this was not an isolated case.
Throughout the process, there were inconsistencies in information, lack of clear accountability, and responsibility was initially shifted to the customer. I do not accept the explanation of a “sudden schedule change before departure.” At the time of check-in, the airline system clearly showed the flight dated 10 February, while when I contacted Trip.com immediately afterward, your system still showed 9 February. This clearly indicates a data mismatch between systems rather than a normal airline schedule change.
Although the $83.23 Uber reimbursement was eventually offered, it does not adequately reflect the overall impact and losses caused by this incident, including lost work time, indirect costs, and significant inconvenience.
Overall, the handling of this case did not meet reasonable service standards, and my confidence in the reliability of the booking platform has been significantly affected.
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