Customer Service Guarantee

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Trip.com Service Guarantee

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General Service Guarantee

Customer Support

We are always here to help

Our outstanding customer support is available 24 hours a day, 7 days a week.

Service channels: Phone , email, and online chat. Our phone based customer support is available 24/7. If you contact us by email or online chat, we will get back to you as soon as we can.

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Booking Services

Easy to make and manage bookings

Customers can book, change, and cancel bookings easily via the Trip.com app or website, or by phone.

Post-sale services

Once booking is completed, customers can easily check the status of their flight (and for some flights, access a seat selection service) through the Trip.com website or customer service hotline.

Hotels

Compensation up to 3x first night's room fee when your booking is changed after confirmation

Part 1: Trip.com works with hotels to solve issue

Trip.com will immediately notify you if, after a hotel booking has been confirmed, the hotel can no longer arrange check-in. Trip.com will also work with the hotel to try to arrange a room of the same or higher standard as the original booked room. Trip.com will compensate any difference in cost up to a limit of three times the price of the first night's room fee for the original booking.

If Trip.com cannot arrange a room at the hotel you booked originally, Trip.com will help arrange a booking at a nearby hotel of the same standard. Trip.com will compensate any difference in cost up to a limit of three times the price of the first night's room fee for the original booking.

Part 2: Trip.com pays compensation

If Trip.com verifies that a compensation payment is due, you will be contacted within one working day after check-out regarding the compensation payment. To ensure compensation is completed smoothly, please keep all receipts, invoices, and foreign exchange/foreign currency payment receipts related to your stay.

Compensation up to 3x the first night's room fee when there are no rooms on arrival

Part 1: User contacts Trip.com

If your booking has already been confirmed by Trip.com, but there are no rooms available at the hotel when you arrive, please contact Trip.com immediately.

Part 2: Trip.com works with hotel to solve issue

Trip.com will immediately work with the hotel to arrange a room of the same or higher standard as the original booked room. Trip.com will compensate any difference in cost up to a limit of three times the price of the first night's room fee for the original booking.

Part 3: Trip.com pays compensation

Our Change and Cancellation Guarantee

Trip.com does not earn profits from or add additional charges to change and cancellation fees. If you need to cancel your booking, Trip.com will communicate with the hotel to try to reduce your cancellation charges as much as possible.

Room Guarantee Terms & Conditions

1. If no rooms are available after you arrive at the hotel, please contact Trip.com immediately. If you cannot contact Trip.com and proceed to stay in another hotel, this will be seen as forfeiting your right to the Room Guarantee.

2. The Room Guarantee cannot be used in the following scenarios:

a. You do not arrive at the hotel by the arranged time.

b. You change booking information such as room type or check-in dates, and these changes are not confirmed by Trip.com.

c. Trip.com or the hotel you originally booked has upgraded you to a room of the same standard or higher at no extra charge.

d. After your booking is updated and a room is available, you do not check in for the updated booking or you are unable to provide authentic and valid proof of check-in, or the guest names, dates, or city on the proof you provide do not match the original booking.

e. You cannot check in for your booking due to uncontrollable factors such as fire, natural disasters, or government policy.

f. Your booking has not been confirmed by Trip.com by the time you arrive at the hotel. (Please refer to emails from Trip.com to confirm whether your booking was successful).

g. Your booking is a prepaid booking and you have not completed payment.

h. Bookings with transaction security issues: (Trip.com will judge each case based on fair principles and transaction security)

•Rooms cannot be guaranteed for bookings which may be related to the following: system or network attacks, fake bookings, or reselling of bookings.

•The supplier retains the right to require the user to provide a guarantee amount for bookings where there are issues or abnormalities with the user information, user account, or number of transactions. If a guarantee amount cannot be provided, Trip.com reserves the right to cancel the users booking on behalf of the supplier.

Flights

Price Guarantee

Trip.com guarantees that the price of your flight will not change after payment has been confirmed.
If your ticket is not issued after successful payment due to the fault of Trip.com and the ticket price increases, Trip.com will cover the difference.

Booking Guarantee

Once your tickets are issued, Trip.com will do its best to guarantee your trip.
If you are unable to board the flight due to the fault of Trip.com, please contact us immediately. We will provide compensation according to the circumstances. The maximum possible compensation is a refund of the cost of your original flight ticket, plus a free ticket for a replacement flight designated by Trip.com.

Flight Price Guarantee and Booking Guarantee Terms & Conditions

1. Please contact Trip.com immediately if you run into any problems while booking flight tickets.
If you make your own arrangements without contacting Trip.com, or choose not to take a solution provided by Trip.com, you forfeit your rights under Trip.com’s Flight Price Guarantee and Booking Guarantee.

2. The Flight Price Guarantee and Booking Guarantee will not apply in any of the following circumstances:

a) Tickets were not issued due to unsuccessful payment.

b) Tickets were not issued due to a flight schedule change.

c) Any conditions which do not cause change from the original flight schedule.

d) Failure to board a flight is due to the fault of the customer.

e) The flight is departing within 2 hours of booking.

f) Failure to board due to any conditions not caused by Trip.com. This includes, but is not limited to, airline delays or cancellations, an issue with the airport, a Force Majeure Event, or any other causes or conditions not caused by Trip.com.

Trains

Booking Guarantee

After successful payment is confirmed and tickets are issued, Trip.com will use its best endeavors to guarantee your trip.
If a customer fails to board the train due to Trip.com’s or one of our supplier’s fault, Trip.com will do everything it can to solve the problem and cover any associated costs actually incurred in resolving the situation on a case-by-case basis.

TRAIN BOOKING GUARANTEE TERMS AND CONDITIONS

1. Please contact Trip.com immediately if you have any problems. If you make your own arrangements without contacting Trip.com, or choose not to accept a solution provided by Trip.com, you forfeit your rights under Trip.com’s Train Booking Guarantee.

2. The guarantee will not apply in the following circumstances:
a) Tickets are not issued due to unsuccessful payment.
b) Failure to board a train is due to the fault of the customer.
c) Failure to board is due to any conditions not caused by Trip.com. This includes train delays or cancellations, a Force Majeure Event, or any other conditions or circumstances not caused by Trip.com.

Car Rentals

If the car you booked is unavailable after your booking has been confirmed, Trip.com will provide a refund and cover any costs incurred by you as a direct result of the unavailability of the car you booked, up to the value of your first day's rental fee.

If after you have paid for your booking, the car rental supplier informs you that they are unable to provide the booked service, Trip.com will do everything it can to solve the problem. If no car rental service is available after Trip.com’s effort and coordination, Trip.com will refund you the amount paid for your booking and will cover any costs incurred by you as a direct result of the unavailability of the booked service, up to the value of your first day's rental fee.

If the car you booked is unavailable upon arrival, Trip.com will provide a refund and pay you compensation equal to the value of your first day's rental fee.

If the car you booked is unavailable upon arrival, please contact Trip.com immediately. Trip.com will do everything it can to solve the issue. If no car is available after Trip.com's effort and coordination, Trip.com will refund you the amount paid for your booking and pay you compensation equal to the value of your first day's rental fee.

Airport Transfers

Delay Compensation Guarantee

If your driver arrives late and this is confirmed by Trip.com, Trip.com will provide compensation based on the amount of time you waited for your driver.

Service Cancellation Compensation

If you are unable to contact your driver upon arrival, please contact Trip.com's customer support by phone or service chat immediately. We will work to resolve the problem as soon as possible.
If in the end we are unable to provide the airport transfer service you booked, we will cancel your booking for free and provide additional compensation worth 100% of your booking total.

Service Guarantee

If your booking is canceled by the supplier after it has been confirmed, Trip.com will refund your booking in full and provide additional compensation worth not less than 20% of your booking total.

Change or Cancellation Guarantee

If your flight or connecting flight is canceled or changed, and you are unable to use your booked airport transfer service as a result, your airport transfer booking can be canceled for free.

Attractions & Tours

Low Price Guarantee

If the ticket price you paid on Trip.com is higher than the price charged at the entrance, contact us on the same day to receive compensation of twice the value of the difference between the two prices.

Booking Guarantee

If you cannot use your entrance ticket due to a fault by Trip.com and the issue cannot be solved within 30 minutes of being reported to Trip.com, you can purchase tickets at the attraction for the price charged at the entrance. The cost of the ticket you originally bought with Trip.com will be refunded to you, and Trip.com will also compensate you twice the amount of any difference in price between the Trip.com ticket and the price charged at the entrance.

Special Circumstances and Required Supporting Documents

Identity	Emergency	Required supporting documents
Traveler-Self	Death	Death certificate
	Hospitalization	Relevant medical certificate/record Proof of hospitalization (hospitalization period must cover the departure date of the travel) Note: The special circumstances refund guarantee does not cover existing or chronic illnesses.
	Bone Fracture	Relevant medical certificate/record If you received advice not to travel, a certificate of this advice
	Pregnancy	Relevant medical certificate/record If you received advice not to travel, a certificate of this advice Note: The special circumstances refund guarantee only covers pregnancy discovered after a flight is booked
Traveler's parent, child, or spouse	Death	Death certificate Proof of direct relationship with the deceased

Identity Traveler-Self
Emergency	Required supporting documents
Death	Death certificate
Hospitalization	Relevant medical certificate/record Proof of hospitalization (hospitalization period must cover the departure date of the travel) Note: The special circumstances refund guarantee does not cover existing or chronic illnesses.
Bone Fracture	Relevant medical certificate/record If you received advice not to travel, a certificate of this advice
Pregnancy	Relevant medical certificate/record If you received advice not to travel, a certificate of this advice Note: The special circumstances refund guarantee only covers pregnancy discovered after a flight is booked
Identity Traveler's parent, child, or spouse
Emergency	Required supporting documents
Death	Death certificate Proof of direct relationship with the deceased

* Original copies of all supporting documents are required
* In the event of an emergency, please contact Trip.com as soon as possible
* Supporting documents submitted outside of the required timeframe will not be considered. This guarantee is subject to any publicized terms and conditions at the time the supporting documentation is submitted
* Trip.com reserves the right to revise any such terms and conditions without further notice

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