Anonymous
map-marker Los Angeles, California

Booked a roundtrip ticket on CTrip, got charged as two one-way tickets

I'm actually a big fan of Ctrip. I use the website for all of my personal and business travels.

Recently though, I found one of my air booking charges on my credit card looked suspiciously high. I checked and sure enough, the round trip flight that I booked was somehow booked as two separate one-way tickets. Each ticket cost more than my original intended roundtrip ticket! But I already have flown and now it's a matter of "he-says-she-says" because I don't have a screen shot of the screen listing my ticket price and itinerary (even though the first time I called their customer service, the woman said that she can see that I did indeed have one roundtrip booking and she doesn't know how it turned into two one-way tickets.

Also, she said that other customers have similar complaints.) After the problem escalated to higher management, they completely denied the issue and said their system wouldn't make such errors. I guess I won't make THAT same error again by booking on Ctrip!

View full review
Loss:
$2200
Reason of review:
Order processing issue

Preferred solution: Full refund

Ozzy Ewy

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Cachan, Ile-De-France

Friendly, unreliable and ***g *** = troublemakers

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full

Bought an air ticket. AirFrance is on strikes, I'm French :( nothing special here.

They find it normal to give you a phone call (landline : the whole house was woken up then) at 4AM, then again past 5AM to make sure you're ok with the flight change (in 40 hours !) when you sent a email to say "ok" at 4.30 and another one at 4.50 because ok is not clear for them : yes, email is something they send, nothing they read.

Ctrip won't mind sending you to an airport even if they have no clue you'll actually have a seat. They "try" to politely give answers, but they just don't care if what they say is true or not (worse, I suspect they bloody well know it is not).

Canceled flight on 2016AUG03, they (and KLM) told me to go for another one that was canceled seconds before I started a 4 hours railway trip to the airport. We're the on the 04th, I'm checked-in for tomorrow's flight ... and I don't trust them anymore, they're sloppy.

View full review
Cons:
  • No accountability
Reason of review:
unreliable & careless

Preferred solution: Avoid them from now on

Anonymous

Ctrip Customer Care Review

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
Inquired about cancelling a ticket to re-book on a different day... Spoke to OWEN YEO who was rushing us and cancelled our tickets before our understanding and confirmation... Denied responsibility and refuse to listen after tickets was cancelled... Very bad service and will NEVER BE USING THERE SERVICE AGAIN!!! Owen Yeo then ended the conversation saying that it was his pleasure to service us...
View full review
Reason of review:
Poor customer service
Anonymous

CTRIP terrible customer service

it's like pulling teeth to get any helpful information from ctrip's customer service. it seems like they just want to dismiss your request to get you off their back. most have no understanding of what "customer service" is all about. minimal effort is made to help resolve simple issues, a simple "can't be done" without even looking into the issue. if ask to speak to a suporvisor, the answer is always " no supervisor available." there are many other choices available in the market for booking hotels and flights. i'll avoid ctrip in the future and would not recommend this company to anyone until they can provide viable "customer service"
View full review
Reason of review:
Poor customer service
Anonymous
map-marker Mang Kung Uk, Hong Kong

Rude, unhelpful and bottomline they are thieves

Made a booking with a minor spelling error in surname thanks to auto correct and human error that didn't see it in time. While booking on the CTrip website autocorrect changed the end of the surname. It was suppose to be "will' at the end and autocorrect on phone changed it to ' ville' so 2 letters wrong. For two days we tried calling and emailing and appealing on Facebook repeatedly and all we got was rude and unhelpful replies. Even ignored completely. We were told to cancel and rebook. Firstly we lost Rmb1060 on a Rmb1599 flight ticket. After two days wE cancelled because we had no choice but then they refused to help us with another ticket at the same price (tickets have doubled in price since we booked) to add insult to injustice we were emailed back that ticket was cancelled and we will only receive a refund in 30 days. So not only do we not have a booking anymore we also have to wait 30 days for the little what's left of our money after they take their large chunk for cancellation. When we called SAA who was just as rude about it and as unhelpful they told us that this booking was made in Ruanda huh? I thought CTrip is China and Hong Kong based. Anyway I have removed my CTrip app and will never use them to book a flight or train or hotel ever again. Same goes for SAA no wonder they are bankrupt.
View full review
Reason of review:
Order processing issue
1 comment
Guest

Having exactly the same problem - Take your money then want nothing to do with you - Steer Clear.

Shamere Rkq

Ctrip Room Booking Review

I have used ctrip for many of my trips but this is my worst experience so far. I booked a hotel that says it will be confirmed in 11hours, so I waited, it has been 2 days now and still no confirmation and my card has been charged. I talked to their customer service rep Celine and was told to wait longer and that if I cancel this UNCONFIRMED booking it will take 2 weeks to process refund!
View full review
Reason of review:
Order processing issue
Pratham Ejx
map-marker Bucharest, Bucharest

Ctrip is horrible

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
I have made a paid reservation for L'hotel Nina et Convention Centre, in Hong Kong throught Ctrip.com. On the reservation, in the special request section, I noted that this trip for us would be to celebrate a very special occasion and asked the hotel to assign us a harbour-view room at higher floors. After my credit card was charged and the confirmation was sent through email, Ctrip called me at about 2 AM my local time and told me that special requests are not guaranteed and that the hotel says your room cannot be a harbour-view room. They were trying to motivate me to pay more for a harbour-view room. I told them that I understood that special requests are not guaranteed, yet last year I made exactly the same reservation at the same hotel through Agoda.com and made the same special request and the hotel gave us a very nice harbour-view room at high floors. I warned them about calling me at such a wrong time as well. I asked them to try to do their best in meeting my special request as I have seen other agencies do it gladly to support their customers. After that every night they called me around 2 AM to 3 AM my local time for a total of four times so far, disturbed me and my family, said the same stuff and tried to motivate me to pay more for my special request. Today they made the fourth call of this type and said the hotel refuses to give you a harbour-view room and I told them that I would leave a review to this effect because they are disturbing me and my family and their behavior clearly show they are not capable of supporting their customers but they try to abuse their customers, while other reservation agencies apparently have ways to satisfy the demands of their customers as I personally experienced it last year, and I have seen other hotels as well how they try to satisfy their customers.
View full review
Reason of review:
Poor customer service
1 comment
Guest

Why would you hand out your credit card number before your special request was agreed to in writing. NO one in the Far East (or Middle East) gives a customer something extra for free.

You have to haggle & you have to get it in writing.

You should have called the manager of the hotel & spoke to him about your special request. Cut to the chase. Any well-traveled person would give you the same advise.

Why are you trying to deal with a clerk with no authority & then threaten them with a review!!!

Anonymous
map-marker Colorado Springs, Colorado

NO REFUND - FAKE Prices

cheating company. they don't give refund, and post fake ticket prices. airline company can give money back but they will not give m back this money. Absurd money stealing company cheating company. they don't give refund, and post fake ticket prices. airline company can give money back but they will not give m back this money. Absurd money stealing company cheating company. they don't give refund, and post fake ticket prices. airline company can give money back but they will not give m back this money. Absurd money stealing company
View full review
Reason of review:
Bad quality
Anonymous
map-marker Singapore, Singapore

Ctrip-Flight booking Nightmare

This is to let everyone know this is the worse place to book your flight tickets. They are money sucker. You make any error in the keying in of information whether it is due to their system or whatever they straight away blame you. and they put their own polict to deduct 50%. and you wait donkey months to get it refund. So dun fall into their trap... *** company Stay away from this company Their apps is not stable and any mistakes they blame on you . I call them less than 10min upon booking realising there is an over payment but was too late as my bank already process the payment. They refused to accept and insist to pay 50% for the mistakes.
View full review
Reason of review:
Pricing issue
1 comment
Guest

Wish I read this before they scammed me. I thought the spelling error was my mistake until I found similar complaints and people convinced their app is rigged to make mistakes so that one has to rebook and loose all your money because they say they will refund the balance after they take their big cut for your supposed mistakes but too many say they don't honor the refund. What scamsters.

Anonymous
map-marker Amman, Al Balqa

Ctrip just cancelled reservation without asking me!!..and its the second time they do this!!

Ctrip just cancelled reservation without asking me!!..and its the second time they do this!!
they cancelled reservation two time , one hotel in guangzhou and a hotel in hongkong , they just cancelled > first time the hotel cant offer me the offer was available ,and they changed the rate . second cancelation in hongkong because the room have partial view to harber , and they also changed the rate>> ....fake offers , untrusted >>>third time .. ofcource there is no third time , two is enough . THANKS CTRIP
View full review
Reason of review:
Poor customer service
Anonymous
map-marker Hong Kong, Hong Kong

Do not Use CTrip_Extortianate pricing and don't honour refunds

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full

If you need a cheap flight in China ask a Chinese friend to help you book a flight. This site is 4 times more expensive than a non 'laowai' site.

Ie a site aimed at 'foreigner prices'. For example my tix cost $1630 RMB. My student bought me a tix for $400RMB for the same trip

Secondly they have a refund policy that they do not honour. I needed to cancel a flight.

I phoned them to cancel. The service was good and helpful. But I received no confirmation Email so I contacted them again and received an email telling me that I fit the criteria for a refund. This was all over nearly two months ago.

I have contacted the company several times in the interim to ask about it. I received an email telling me my refund had been processed which it had not been. Then they blamed my Australian bank (Mastercard Platnium) for the delay. So they simply don't give you your money back.

I have since lodged a complaint with my Australian bank to make these (insert expletive) cough up the money. And I'm telling all to stay away

View full review
Loss:
$500
Cons:
  • Do not honour refund policy
Reason of review:
Problems with payment

Preferred solution: Full refund

Sabah Yhi
map-marker Connecticut, United States

BE CAREFUL, Ctrip charge your reservation didn't complete

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full

I would like to try a new hotel in China, which is can’t book it on US web. I use Ctrip to book my hotel,hotel reservation was “pay at hotel”.

The booking processed went wrong, Web showed error all the time. reservation can’t submit, . Ctrip charge you anyway. Later around I find out in my account that show up 2 booking unsbmit numbers.

And I confirmed one of the charge with my credit card company. I email Ctrip about this problem. I was told their web had not problems, I can keeping submit my booking or called them to make this reservation. I called them, and was told can’t find out my reservation,din’t even can’t find out my name,which is big concern for me.

So they can’t finish this booking by phone, told me forget about this 2 booking numbers,and go ahead to make another reservation. I ask what about my credit card charge,I was told it would be return to my card in 3-5 days. I think I don’t trust them now. I contact my credit card company to denial this charge.

I hope I didn’t got charge with this.And I feel I don’t want to try that new hotel anymore…….

I don’t understand why they charge you with that reservation didn’t submit, and complete.It was worst experience ever when I use Ctrip. DON’T TRUST THEM!!!!!!

View full review
Cons:
  • Poor communications
  • Unreliable
Reason of review:
Bad quality
1 comment
Guest

True, it just happened to me today. I paid my booking using paypal then few hours later they called me and said they didn't accept paypal, eventhough paypal had successfully charged me. They asked me to book again using credit card, which I refused because it meant I would pay twice for that hotel.

Anonymous
map-marker Flushing, New York

Not able to buy

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full

I tried to buy plane tickets at C-trip. After I filled out everything and submitted, it led me to a page that said "Please check booking details to confirm your booking." Nothing was purchased but I didn't know.

So I waited and soon after, I found out by searching the entire website for my ticket. I called my credit card company to make sure I didn't purchase. I tried to buy these tickets 7 times and the results were the same.

I emailed them a screenshot of what happened and they couldn't do anything about it! Hopefully, I won't be charged for 7 identical flight tickets.

I understand not being able to buy them but they didn't tell me "Tickets ran out" or any reasons to why I couldn't purchase them!

View full review
Pros:
  • Price
Reason of review:
Order processing issue

Preferred solution: Let the company propose a solution

Anonymous
map-marker S, Stockholm

Ctrip, refund +45 days!!!

A BIG BIG warning to all!

Do not use Ctrip to book Hotel nights. They state "pay at the hotel" but make a withdrawal on your credit card at once. When you leave the hotel they might take two weeks to actually create a refund that will take 1 month to transfer if you use a "overseas credit card".

"With reference to your inquiry, we have refunded the guarantee fee to your card account on Mar. 16 successfully. It will take one month to your account since it is a overseas card. Please check it by then"

We left the hotel 1th of Mars 2016 and I have now (22 nd of Mars) been informed that I will receive my refund of 1300 US $ 17 th of april 2016!

This is fraud in my opinion.

View full review
Loss:
$1300
Reason of review:
Not as described/ advertised

Preferred solution: Full refund

2 comments
Guest

someone stole my info and booked something with ctrip. my bank said to come down and fill out a dispute form.

I never heard of ctrip till now. my card has been canceled.

Guest

I just had the same thing happened to me. Ctrip advised me that my credit card was charge because my booking dates were 5 weeks earlier than my arrival date!

too early! but the crazy thing was the hotel didn't get the money, i had to pay the full amount upon checking out. Don't believe them about 1 month refund, I emailed them told them there is no issues with my Australian bank, they need to process my refund straight away, guess what i got my refund 2 days later, but with 15 AUD less because exchange rate. I have lodged a official complaint and they offered 200 CNY as compensation to me about $40 Aud.

Told them to keep the money, because it is matter of principle.

View more comments (1)
Anonymous
map-marker Hong Kong, Hong Kong

Ctrip - Flight Booking Review from Hong Kong, Hong Kong

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full

I used the site to search return flights from shenzhen to beijing. They displayed a good price (last one with that price) and so i proceeded to complete the booking but then in the middle theres a warning message saying the price has changed.

I had to redo the search again but i found out the price had increased 20%! I thought maybe because it was the last cheap flight was taken by someone else so I went ahead to buy even though its 20%more expensive. After that i used my phone to search again and it showed the flight could be booked at the cheap price which i first saw! Obviously the last cheap ticket was not the last ticket and the site is with cookies.

They increase the prices after several searches. Wouldnt book with them based on such unhappy experience.

View full review
Reason of review:
Not as described/ advertised