Ctrip International
Reviews and Complaints

My friends and I purchased the same trip product from Beijing to Tokyo. 5 Days before the departure, we find out we have different flight. I contact to Ctrip and they just say it is all my fault. They have no responsibility on it. If i want to fly with my friends i need pay the extra money for ticket return and rebook. And the guy who deals with my case is arrogant and claim he is in charge of Complaint Department. His decision is Ctrip's decision. If i want to continue complaining, that is ok, because all the complaint finally will go to his desk. No more higher level person will get involved. How arrogant and rude.

This company is a scam. My brother bought a ticket from Wuhan- Shanghai then connect from Shanghai to Addis. On the 11th of July, the flight from Wuhan to Shanghai was canceled. Ctrip demanded that my brother pays a ridiculous additional amount of money for another ticket. They have not provided another ticket. He is about to become an illegal migrant in China. They will not refund him the full amount. This is a student who wants to come back home. He does not have any extra funds. They keep referring him to different agents on the phone. Really unhelpful. Swindlers. Waste of money. Such an inconvenience. This is the reference number [protected]

Bought a two way ticket through the ctrip app. There flights were supposed to be carried out by two different airlines, namely china eastern and china southern.

A couple of days later the departure flight was cancelled and postponed by the airline to the date AFTER the return flight. Ctrip demanded additional money to move the return flight. Not having any other option I paid the money they've asked for. The very next day my departure flight, get this, got yet another cancellation and postponing. Ctrip got me on the phone, changing my departure date again to the date after the return flight was scheduled, not seeing any issue with that obviously. So I was supposed to return BEFORE I depart. Their logic is really something, I have no words.

Anyway, since I realized it's going to be impossible to depart anytime soon (after calling the airport in my city and finding out that all departures have been cancelled indefinitely) I demanded a refund. Ctrip agreed to file for the refund from both airlines and they did (or so I though). One day later they called to ask whether or not I want a refund. I said yes, as I already asked them to do it. Tomorrow evening - the same story, they called and asked if I wanted to get a refund. Still keeping my cool I said yes. And finally after two additional days had passed they called and asked do or do I not want to file for refund... That's when I lost it. The thing is the longer you wait the more money they keep. And the gentlemen from ctrip kept saying that I didn't confirm I wanted the refund even though I got a message FROM THEM stating that the refund is in the process.

I told the operator that I'm going to sue them for negligence and for keeping my money. That's when they started saying that it's the airline that refuses to pay back the money not them, obviously not knowing that I called both airlines beforehand and they confirmed that the refund is underway already. So after numerous back and forth I got a promise they'll keep on trying to get my refund from the airlines, still talking me for an idiot I guess. I have recorded the whole conversation anyway, let see if I got something useful there. I doubt I'm ever going to see my money back anyway but I'm going to talk with a lawyer and see what options do I have.

If there happens to be another pissed off passenger opting to get ctrip sued please contact me or leave a reply here. They can't ignore us all. I'm in mainland China at the moment, I think I can rattle their cage if anything.

As for others thinking of using their services - please don't. Use literally anyone but them. Even though they seem cheaper they aren't. Much better and safer option would be to go and buy directly from the airline...

Cheers

Dear Sir/Madame:
On July 20 I booked for July 21 a full day Chongqing tour with CTrip - Mr. He.

I mentioned that we are an 4-adult group with 3 people more than 70 years old and that we will take a Yangtze River Cruise Ship cruise to Yichang in the evening around 6pm.
Based on this, Mr. He recommend us this the trip to book (which I did and paid Yuan 168/Person) and said that the day trip will end at around 6pm and the driver will bring us to ship dock.

On 21 July in the morning, we waited around 1 hour for 2 other persons (first on one the side of road and then we were told to wait on the other side for the small bus).

This trip included as an optional the crossing river tram or WFC view, but the guide told us that there will be too many people. Then guide informed us that the trip will be finished at around 1am (including lunch time), and both the guide and the driver confirmed us that the trip we booked is a half day trip contrary to the trip I had booked.

I called Mr. He several times and he never called back. Finally the guide said that they got instructions to add 2 stops (which were totally uninteresting!).
After 2 short the driver brought us at the dock at 3pm 45!

I called the complaint number on the card Mr. He gave me. Finally a manager called me that the employee was not familiar with the product but nothing can be done.

We felt cheated having paid what was demanded for a trip which was promised - but never fully fulfilled.

I am awaiting you answer to my complaint.

H. Schmied & Y. Huang in Lyon, France.

You Guys fckd us; you really ruined my and my partners holiday.

First you confirmed our flight, and then 1 day before rang to say it was overbooked and could we change flights.
We said no.

Then you rang us back and said we had no choice.

So we had no choice but to take the alternative flights; the duration was a lot longer but we were going to live with it.

10mins from the airport, our flight is delayed 2hrs.
With a 3hr stopover on the next leg and having to change airlines, it was impossible to make.

We spoke to numerous members of your company; none offered solutions, no help at all.
Then the flight was delayed 6hrs; 6hrs wtf?

Back to not getting help.
We've spent hours upon hours in the airport with nowhere to go, no assistance from CTrip and not looking like we're ever going to get our holiday.

We get a solution ourselves; bloody expensive:
Does CTrip want to help? No.

Not only is money valuable to us, but more importantly my time; I don't get much time off work so every day of my holiday counts.

Success; after speaking with more than half a dozen of your useless employees, we find one who comes up with a solution.

But the next problem; she can't rebook is due to the extra cost and so we either wait until the next morning for her manager to make the decision, or we book and trust CTrip would do the right thing.
I don't trust them; their liars and cheaters and offer no help when someone users their platform to book but happy to quickly take your money and happy to rebook you like their rebooking a car wash.

So we pay ourselves, spend all night in the airport on unconfortable Chairs getting absolutely no rest when we could've stayed at home.
We lose 1 day of our holiday which is probably the worst thing out of the lot.
We lose 1 nights accomodation because it's too late to change the date we arrive.
Then we get their at stupid o'clock in the morning after traveling all night, no sleeep for 2 days now, and we sleep through the 1 st day of our actually holiday.

Summarizing, when booking with CTrip we:
Lost 2 days of our holiday
Lost 1 nights accomodation money
Paid extra for flights after they confirmed we had flights weeks prior
Didn't sleep for 2 days

Don't ever book with CTrip.
If they were a person, I would beat them to a pulp. And id accept the consequences for it.

DISGUSTING!

I planned to go to Changsha from Hong Kong. I bought three tickets from Ctrip on 22nd Dec, 2018.

As there was no tickets available at that moment, so the system used the quening up function. I booked three tockets which dated on 23rd, Dec, 2018 and the time was 11:20am departing from Hong Kong. And the reference number is ED45531354.
However, the system notified me that there was no tickets at 11:30pm, 22 nd Dec. The system stopped. So we cancelled our plan. Until 23rd Dec 7 am in the morning, Ctrip suddenly notified us, they have got three tickets for us but the tickets time is 8:05 am departing from Hong Kong.

It was impossible for us to get the train even we accepted the offer. So we called the customer service of Ctrip to ask for a change of time. We explained that we booked the train of 11:20am but the offer was 8:05 am. The staff kept on explaining that it was our fault. But what we needed at that time was to solve the problem and changed the time. But the staff did not help us.

Three staff are included in the dialogues.
Their staff no are: 856966/825237/825773. Now we are charged of RMB 1600 but we didnt get any train tickets.

Now the complaints are:
1/ the ticket time Ctrip offered is not the one we paid.
2/ from 7am, 23rd to 1pm the same day, the taff of Ctrip was not helping us.

Now we have to cancelled two important business meeting in Changsha which is 3million USD in value.

Please let us know your response asap

Best Regards,

dave cheung from hong kong
Tel:852-[protected]
PS: the complaint will be sent to :
1/ Consumer Council Hk
2/ Tourism Board HK

I, Sharmilee Vetrivel, had earlier booked through ctrip for the services of British Airways flight (PNR: M6XYYZ).

However I had faced extreme displeasure and emotional stress from the employees of the airwaysand had to cancel the return flights.

I was scheduled to travel from Munich on 23rd September (BA953)
with connecting flight in London to Hongkong (BA031)

The return flight was scheduled on 1st of October from Hongkong to the connecting flight in London (BA028) for Munich (BA960)

Before the flight I had conferred with both the British Embassy and British Airways ( Through Phone) to ensure of the transit visa eligibility through London for a Indian passport holder with a Schengen visa.

They had affirmed that I hold the required VISA eligibility and do not require transit VISA.

Therefore I boarded the required flights from Munich and reached HongKong.

While I was coming back from Zhuhai ferry to HongKong, the ferry officials detained me ( rudely) and said I did not have the required VISAs and made me lose my connecting ferry to HongKong airport.

But the let me board a more expensive ferry to Hongking main city from where I had to take a taxi (late night) and reached in a rather unpleasant way to HongKong airport.

In the HongKong aiport the British airways employees said that I would need a transit VISA for travel through London.

This was very surprising and rather difficult to understand - that I did not need a transit VISA while coming from Munich but I would need one while going back.

There was huge opinion difference in the way that officials in British Airways - Munich office and Hongkong office personal communication with me.

As a first time flyer in British Airways I was deeply hurt by this misunderstanding and also had to cancel my flight, spend 24 hours in the airport to catch another flight from a different carrier. Fortuantely through ctrip I was able to book another ticket to Muncih through Thai Airways.(UB7BZ2)

I expect that becuase of the situation, full refund of the tickets that was cancelled unduly.
If any one of the British airways officials had informed me clearly of the VISA reuqirements before hand, none of us would be in this mess.

Therefore I sincerely hope that necessary steps could be made to address this issue.

DO NOT BOOK FROM CTRIP! Crappy company. We booked a flight from CTrip's app on our phone on August 1, 2018. When we paid, we did not know the app selected a hotel for us! Yes, selected for us! We did not plan to stay at our destination for long, as we planned to go elsewhere, but the app automatically booked 2 rooms for us for 10 nights! When we found out, we immediately called and told them our problem. Instead of fixing it, they kept saying we booked it. But we didn't! We even duplicated what we did and recorded the process to show that the app automatically selected a hotel for us without our knowledge and charged it on us. The agent said the app was incorrect for the one we recorded, but can we prove the hotel booking that CTrip forced us to have was also not working? Did we record that? WTF?! How did we know we have to record a transaction using CTrip app? If I knew it was incorrect and bad, then I wouldn't have used CTrip in the first place. We called the customer service numerous times with no resolution. They kept saying the hotel said we cannot cancel. But we called the hotel and the hotel said we cancel, but only CTrip can, because they booked it. Every time we call in, they promised again and again to call us back, but they don't or only use this one really rude agent (Employee number: 854155) who talked crap to my wife. I wrote an email to them and resent a total of 4 times, but still no reply and no help. They have cheated us more than 6, 000 RMB and refused to give our money back. Our holiday is coming up and we don't expect any resolution soon. We plan to use as much social media as possible to expose the trickery of CTrip.

In the video we recorded and mentioned above, which I emailed to CTrip with no reply from them, once you select a flight ticket, the price pops up and ask you to select it to pay. What you don't know is, the hotel is selected and it cannot be seen on the screen on your phone. If you scroll down, then you would see the hotel is pre-selected for you, which is not your choice. There is also no button to de-select the hotel. And that's how we got tricked by CTrip.

The worse part is definitely the customer service. They use the delay or no contact tactic. It's a lot of crap to put up with.

Please be careful and do not use CTrip. We switched to Booking.com and have had no issues so far with this company.

On July 18th we booked a flight Munich - Manila (via Muscat) by Oman Air. Right after the online purchase we got a text message from Ctrip confirming date and time of departure.
Flight was scheduled and confirmed for August 7th (tonight) at 22:15. To our surprise when we entered the Ctrip website last night (August 6th) to choose our seats for the flight we realized the date stated for the above mentioned trip did not match the booking confirmation sent via text message. Instead it showed our flight on August 7th was scheduled for August 6th, which clearly meant we had "missed our flight".
We inmediately called Ctrip and the only reply we have been given since then is that we should book a new flight for tonight and Ctrip might "find a solution" for the missed flights. We requested to be given a clear solution and to be confirmed that Ctrip will in fact take responsibility for their crossed information and the "missed flights" before purchasing new tickets by ourselves. Unfortunately, Ctrip's only approach to the problem include a phone call every couple of hours from a representative apologizing for the mistake, saying that MAYBE Ctrip will find a solution to the problem and requesting us to book new tickets instead. At this point Ctrip has not only affected us with the flight Munich - Manila, but it has altered our whole itinerary, since due to the uncertainty of their reply we had to cancel our arrangements in The Philippines (hotel bookings, tours, etc.) Not to mention a similar mistake on our flight Manila - Singapur scheduled and confirmed via text message for August 15th which in the website shows a departure date on the 14th instead. We now need Ctrip to come with a clear solution to their mistake. We are open to change our schedule but we need a written confirmation that Ctrip will trully find a solution to this problem and then we will proceed with the new booking. Given the situation we hope Ctrip understand that we can no longer fly tonight as we need to re-schedule everything.

Trip.com informed that my bookings are been cancelled on 3 August 2018 which is going to departure on 8 August. 5 DAYS before departure! TRIP.COM stated that it was due to the airline cancelled the flight. It is unreasonable that the flight is cancelled without given a proper reason.

But the truth is when I called the airline -GARUDA on 3 August, they mentioned that the flight is still on schedule and we are still on the passenger list.
However, one day after GARUDA mention that the booking is been cancelled by the agent, TRIP.COM. I felt cheated and this is scam.

TRIP.COM stated that can do the full refund and suggest we can make a new booking. BUT the prices going up due to this such last min booking. COME ON! Who is going to pay for the prices differences. TRIP.COM tried to reschedule to other flight on other day. but it is not helping as we have a wedding to attend.
This is totally a disaster to us. TRIP.COM create the chaos, confusion and stress over our booking.

TRIP.COM failed their statement on their company website "you can always travel worry free knowing that we're here if you need us."
"we can get you the right flight at the right price without the hassle."
FALSE STATEMENT being stated on the company website. There is NO WORRY FREE, NO RIGHT RIGHT FLIGHT AT THE RIGHT PRICE WITHOUT THE HASSLE.

I would never ever book ticker through trip.com and skyscanner.
Such a headache and disaster over the booking!

Ctrip order number [protected]
Order date : 28/7/2018
Check in date: 30/7-31/7
Qty:1 night
Name of Hotel:Somerset Puteri Harbour Iskandar Puteri

We wanna to book Somerset hotel due to near the Legoland. Unfortunately, we don't know have other Somerset in Johor Bahru. So that I wrong booked to Somerset Puteri Harbour Iskandar Puteri. I know that is it my mistake but I think your show the location has confused.

Please kindly arrange to special offer for amend booking to Somerset Medini Iskandar hotel or refused to my credit card.

I have been contacted customer services, the manager said can't amend this booking.

This is my first trip in Malaysia, please kindly support and accept our request.

Thank you so much!

My email: [protected]@hotmail.com

My girlfriend recently submitted the visa form via your service. However, south korea turn down the visa due to the insufficient knowledge of the team to advise her accordingly on how to fill the form as she is travelling alone to meet me in Seoul. She tried calling to complain and the hotline simply refuse to transfer. We just want to let ctrip know that you are losing us as customers. In addtion, we will tell as many friends and relatives to avoid your service.

A company that does not listen to customers and improve its mistakes do not last long.

I purchased flights through Ctrip from Vancouver to Chicago and Chicago back to Vancouver June 7-10. The times on the return flight were not clear on AM versus PM, so I picked the matching time of my friends return flight. Problem is, there was no distinction between AM and PM, so the flight I booked was 12 hours early.

I tried to change this through their site and my original booking order # [protected], but was advised the flight I wanted is full and they cannot honor this change. They instead told me I could cancel my order, which I did.

The issue is, I paid $649 Canadian, and they offered to refund me $136. This all took under 2 hours from booking to cancellation.

I read their entire T's & C's on both their main page and order page and nowhere did it state I would lose 75% of my money based on the confusion of their site. I tried to call and reason with them, but they just kept repeating the same BS, it is our policy it is our policy. They refused to show me their policy.

I have now lost my flights, and I booked time off of work and there is no offer from them to help fix or alter anything that took place.

If you wanna buy cheap tickets CTrip is the worst place on earth where you can do it.
Seriously, there are so many similar companies that have really cheap rates, good reviews, great service and they honor their policies. Unlike the CTrip. Besides everything I said, I will also mention that they have hidden fees for almost everything, especially they love charging customers for correcting mistakes or changing the dates. And it's very expensive.
Maybe if I was rich I would not ever care, but I prefer to save my hard-earned money for better companies...

My friend had to change a return flight urgently due to a personal emergency, so we called Ctrip to ask if it is possible and how much.Half an hour later, they confirmed by email and over the phone that it is possible for X-amount.
We agreed to the X-amount and 3% credit charge, while confirming the reservation over the phone. As soon as we hung up, a payment email confirmation was received. 2 hours later there was still no sign of a new e-ticket or confirmation of the change, and the flight departs in 4 hours. Called Ctrip again and said they will "rush" the reservation specialist.
Shortly after an email came through saying the flight change cannot be done, Ctrip now insist that we go directly to the airport and ask the Airline counter staff to change this flight.
My friend rocks up at the airport 3 hours before departure, trying to ask the Airline to change the flight but they refused and said Ctrip should be doing this (WHICH IS EXACTLY WHAT TRAVEL AGENCIES ARE MEANT TO DO).All Ctrip could do was refund the X-amount and was going to omit the 3% charge when in fact it was their fault so why should we suffer even if its just 3%?!

Hi there;

Not sure this is the correct channel to complaint, Im Singaporean, if not can help me to direct the correct department in China ?

Summary :

(1) Purchase online bookings with on Ctrip 3rd Sept (Sun) with Bangkok Hotel

(2) Transaction went through but received call it was full after deduction however no refund

(3) Was told refund only 2 wks latter still have the guts to ask me to book but the fault was cause by me

What really makes me angry and disappointed they push the blame to Hotel in Bangkok and HSBC Bank Singapore

This is the way to do business in the world as China reputable company ? Should blacklist this type of company furthermore im regular with them

(A) Book Hotels online Deduct $, No Room : Not Reliable

(B) After Deduct $ No News of Refund in the lst place : Cheating

(C) Was told 2 weeks latter refund, if no refund : Commit Fraud

Even other Booking websites can pay latter, this is besides the point.Im not the one trying to be funny (see attached).

Ctrip : Where is your CEO and Management Team, send emails also dont bother ? This how to treat customer from Singapore u all conduct business and

all the educational u all went through ?

HSBC Singapore : Please take legal action if no news after 2 weeks as i dont trust company from China anymore.Already called your helpdesk.

They provide information that may mislead you. My experience was awful. What I wanted to do is to apply some changes to my ticket and I thought I paid for this opportunity when I booked it. Well, you know that modifications often not foк free and you have to pay for this, so I decided to pay ahead and bought kind of tickets with a kit. But for some reasons, I still can't understand they cancelled my tickets. As far as I understood I made a wrong booking or something like that, so the changed are impossible to be done. Is it not misguiding? Both airlines and Ctrip didn't help me with this issue, they only referred to each other, but did absolutely nothing.

06SEP booked online a nonref booking [protected] Ctrip
Next morning got a cxl email saying booking has been cancelled because hotel change price for confirmation.
Called Ctrip, the agent did not introduce her self so I did not catch her name, explained to her and she said she cannot do anything other than helping me book again with a different price. She tried to contact hotel but she said could not do anything.
Supervisor picked up the phone unannounced and also did not present her name, just said in a very strong voice she was the Supervisor.
Repeated stating booking not confirmed by hotel so it was cancelled and said I was either to re-book with a different price or nothing she can do.
I requested her to send me email to confirm booking and price so I will have it in black and white and she said she cannot and would not as price may change.
The service is not good at all the way the Supervisor handled this, and nothing she could do was no help at all.
Even though she offered better price at another Hotel and apologized, its not what I needed. The Hotel location is where I needed it to convenience me. I was pulled out of work because of this cancellation email for this booking.

I hope your staff can be trained better when speaking to customers and also have more authority of what that can and cannot do.

Booking webpage should not have the non-refundable option there and stating confirmation will be within 1 hour if the website cannot deliver. From what I understand, Ctrip needs Hotel to confirm the booking before Ctrip can confirm to customer, that should be stated clear. As I am in Australia, I would booking during the working hours of Hotel where I will stay so I can make sure booking can be confirmed once made. "confirmation may take up to 1 hour" that is false advertising.

Not a good experience at all early in the morning here. I am not sure if I will use Ctrip again, but I did go ahead and book direct with the Hotel instead.

I would like to receive a refund for two passes to the VIP lounge at Guilin airport. We paid so we could enjoy complimentary drinks and food before our flight to Beijing on 2017/09/02. The fridge was half empty, no drinks for adults, just cartons of milk and coke; no beers or wine as you would expect in a VIP lounge. The food on offer was dry crackers, dry bread and a bowl of tomatoes. I'm sure you'll agree this is far from a VIP offering and certainly a waste of our money as we're now sitting in a restaurant to buy food and a beer each. I have taken pictures which I can send to back up my complaint.

Please respond to holly.[protected]@hotmail.co.uk

Date: 21/06/17- booking number - [protected]
I booked a flight to London from Hangzhou but, needed it changed to a week earlier, I contacted Ctrip and was told that it's the airline policy that tickets cannot be modified or changed but if I contact the airline company and they agree to change it, they will change it. I ring Cathay Pacific in London only to be told that i ve been misinformed and that Ctrip need to be the one to modifiy my flight. So again I ring Ctrip, they tell me okay they will pass it on to another team who can check flights for me and ring me back. They finally managed to find a flight for on the 27th of June which costs 2000 rmb less than my original ticket, then had the nerve to tell me there's a fee of 1, 500 rmb despite this and that the airline have only given me 40 minutes to confirm my flight baring in mind, they rang me at 10:20 pm. I agree to pay only to be told that they only accept credit cards and without it they will not change my flight as they wont accept any other form of payment. I was very frustrated at this point and asked to speak to a manager, which i was told that he was not available and that there's nothing they can do and the line cut. Ctrip did not bother to ring back so, I rang their customer service team and was funnily enough put through to a manager, who preceded to tell me that she is not sure that her stuff would tell me that i can call the airline company and if they agree I can change my flight. She then implied that i must have misunderstood the conversation. This was very rude on her behalf as a manager, however I made it clear to her to not make me out to be a liar and at no point did she express any sympathy or apology. I made it clear to her that i do not care about that conversation, but why has the stuff left it last minute to tell me that there will be a fee to change flights and it can only be paid by credit card. She rings the team to discuss what happened and simply tells me that, there is nothing wrong with their procedures and the payment of credit card can be told by customers at any point they want. No resolution from the so called line manager, appalled by the lack of customer service. Even though, they are actually making more money if they change my flight to Tuesday as it's cheaper. These people clearly need to be sent abroad to receive training on how to deal with customer complaints! Will never be using Ctrip again, absolutely terrible company, who have no regards for their customers. A desirable solution would be for them have changed my flight without a fee since it's not my fault that I do not own a credit card in China, I only have a chinese bank card and UK debit card or for them to have atleast refunded me enough to purchase the ticket on Tuesday the 27th which cost 4, 000 rmb, when I paid 6236rmb.