Ctrip Reviews

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Cancelled booking, no advice, no replies - CRAP service

I made 2 flight bookings, both proceeded, payment taken. I didn’t check for a few days and found #2 flight cancelled?? No prior advice I asked for feedback - no reply. I complained to CTrip, and provided booking # They replied.... send us booking number before we reply. Shocked F’off..... I’ll book somewhere else Happy
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ID
#1358628 Review #1358628 is a subjective opinion of poster.
New Reviewer

CTrip is CRAP!

DO NOT BOOK FROM CTRIP! *** 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. I wanted to download a video, but it wouldn’t download. Basically in the video, 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 pre-selected by CTrip 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.
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ID
#1324261 Review #1324261 is a subjective opinion of poster.
Cons
  • Poor customer service
  • Faulty phone app
Reason of review
Poor customer service
Loss
$1200
Preferred solution
Full refund
New Reviewer

CTrip has the worst service Do Not Use!

Had planned a trip from Shanghai to Vietnam on 6/18/2018. I booked flights and hotels through Ctrip. I was never told I needed a visa (I am a US citizen). While I should of check the requirements before I left, I was not told that a visa was required beforehand. I frequently travel in the USA and China and any other website I use will tell me that a visa IS required for whatever country I am traveling to. While I don't fully blame ctrip for that, the series of events later are totally on ctrip. Since I got stuck in xiamen during my layover to Vietnam, ctrip told me they will cancel my return flight back to shanghai. They said this is their policy since I couldn't fly to Vietnam on the original ticket. However, on 12/24/17, I missed a flight to Xi'an, booked through ctrip. I bought a new plane ticket at the airport, and flew back on my original flight that i purchased to come back to Shanghai. Where was their cancellation policy then? On top of this, they told me in an email they will book a new flight back to Shanghai for me, tax free. I replied to their email accepting that offer. Then they took the offer back and never helped me buy tickets back to Shanghai. When I questioned them, they never responded to my email. Since I had a delay in getting to Vietnam, all my hotels and tours were delayed one day. I spent a lot of money to get my visa done in less than 12 hours, spent a lot more money on new flight tickets home, then had to book more hotels since again, ctrip would not help AT ALL! This is the worst, most awful company to use when traveling. I have all my emails and I wish I had the phone calls recorded. When calling ctrip, you'll get someone who will say "I understand your problem and I'll escalate it" only to get a call or email saying "we can't help you." In fact, I talked to the hotel and asked if ctrip ever contacted them about changing my dates, they said "no". What a bunch of *** con artists this company is. DO NOT USE CTRIP! If you are in China, you can file a complaint about them by calling 12315. I don't know if it will accomplish anything, but also post your story in Wechat and Linkedin as I did.
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3 comments
#1535322

I lost more than 6,000 RMB from them. They are really a bunch of scam artist pretending to run a business.

They do not reply back to complaints and every email I have sent, was left unreplied.

There is no way you can get through to their managers. DO NOT USE CTRIP!!

#1509409

Update to my post. Ctrip did refund me a partial amount.

Far from the full amount that I paid for the flight (about 1/5 of the flight price), but its better than nothing. I am grateful for the partial refund, but I still will not use this company due to their policies and how unhelpful they were while the problem was occurring.

#1506508

I had friends with the same issue. Just search online and you'll see how many complaints this company has. DON'T USE CTRIP!

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ID
#1287975 Review #1287975 is a subjective opinion of poster.
Service
Ctrip Flight Booking
Cons
  • It is only good if you do not have to deal with customer service
  • Poor communications
  • No accountability
Reason of review
Return, Exchange or Cancellation Policy
Loss
$2000
Preferred solution
Full refund
New Reviewer

2nd time being scammed by Ctrip!

Now you may wonder how I can be that foolish to ever book another flight ticket with Ctrip again after the first scam. Well it's because I always book my flights way in advance. The first incident was when i put a departure date, the ticket reflected another. This time, i chose Lucknow -SG route, the ticket came back with SG-Lucknow. I swear I always check and double check the details before placing any booking and I have never made a mistake booking my flight before. That is to say Ctrip's system is faulty and fraudulent. If you are considering if you should use their service or not, DON'T.
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ID
#1238875 Review #1238875 is a subjective opinion of poster.
Service
Ctrip Flight Booking
Reason of review
Order processing issue
New Reviewer
Used the app and booked a hotel for the first time. "Pay at hotel" means you pay to ctrip the full amount and then you need to pay again at the hotel the full amount and then your money is refunded after your holiday or checking out. If you are in China and used...
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1 comment
#1535331

CTrip is a fraudulent company. Their customer service is the worst.

ID
#1209039 Review #1209039 is a subjective opinion of poster.
Service
Ctrip Room Booking
Reason of review
Problems with payment

Do not use they ignore EU law.

This company do not act within EU on refunds. Do not use them they are based in China.
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ID
#1167420 Review #1167420 is a subjective opinion of poster.
Location
Richmond, British Columbia
Reason of review
Poor customer service
I just recently tried to book a flight with them and their site hung. I then book the tix with a different site. After that they still charged me with the tix with hung transactions - no confirmation, no email. The worse part was yet to come. They refuse to refund....
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ID
#1163864 Review #1163864 is a subjective opinion of poster.
Service
Ctrip Flight Booking
Reason of review
Problems with payment

CTrip customer service lied about the booking issue

I have read other Ctrip customer's comment. Actually very similar to mine. Their app is not use friendly. So easy to mixed their deals up, because it's unclear. I realised accidentally click the wrong thing but the app freeze and then the next thing the booking went through.there was no back button. I emailed them about the matter instantly and called them about it. Firstly they said the hotel will have to make changes, so I asked them to contact the hotel about it. They promised will call back but never did. Hence I called the hotel and the hotel confirmed that it's Ctrip need to make this change because they are holding the money. Then I called Ctrip and they said I missed the deadline to make changes. I told them I actually contacted straight away so I shouldn't not missed the deadline. Then they said they will contact the hotel again. They once again said will call me back and they didn't call again for the second time. I called Ctrip the 3 time and now the guy said the previous two customer service person gave me wrong informations, it's actually the 3rd party not allowed to fix the booking. I asked for the name of the 3 party and he paused and then said can not tell me the name. I don't know why the 3rd party is allowed to be reveal to me because I paid them my money. I should get to know but the guy won't say. They avoid answering my questions. Make up excuses at the spot. Also the last customer service dude didn't answer me when I ask for the complain department. Wasted my time to listen to lies from Ctrip. I would not booki through them ever again. Will never book through Ctrip again. Worst after sale customer service. They are awful!
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2 comments
#1514011

I was experiencing the same thing as you said!The Ctrip customer service person did not tell me truth at all.I just called the AA customer service to get refund directly instead of asking Ctrip customer service person!

#1415274

I expereinced similar stuff with ctrip. i entered all my information for a flight booking and clicked submit.

The web page shows the page is not available at the moment and ask me to try again later. I thought the transaction did not gone through so i closed the page. And today when I check my credit card, the transactions went thru! Most rediculous thing ever!

they did not even send me a password to my mobile to do a transaction confirmation!

This page is ***. Will ask all my friends not to use it.

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ID
#1136102 Review #1136102 is a subjective opinion of poster.
Service
Ctrip Room Booking
Reason of review
Poor customer service

Worst Customer Service Ever

Booked a hotel online last week on Ctrip. Found out that we had mixed up the check in dates by mistake. There was alot of going back and forth between us, Ctrip and the Hotel that we were booking - Regal Airport Hotel Hong Kong. This is my first time dealing with Ctrip, and safe to say will be my last time dealing with Ctrip and Regal Aiport Hotel. Ctrip's customer service is bad, they do not seek alternative but instead insist that nothing can be done and request that we reach out to Regal Airport Hotel. Regal Airport Hotel insisted that we can only change our booking via Ctrip. I have dealt with Agoda and Expedia prior and have never experienced such bad and unhelpful customer service. PLEASE NEVER BOOK VIA CTRIP. (Spoke to Michelle and Ziki from Ctrip via the phone, and Win and Karen from Regal Airport Hotel).
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ID
#1135470 Review #1135470 is a subjective opinion of poster.
Service
Ctrip Regal Airport Hotel Room Booking
Reason of review
Poor customer service
Loss
$180
Preferred solution
Change check in date for the hotel
This company is a total scam. We purchased airline tickets online for Phnom Penh to Siem Reap in Cambodia. Even though we checked other sites and the flight was listed there it turned out to be a total scam. The flight had never existed. Ctrip phoned us twice after...
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ID
#1134087 Review #1134087 is a subjective opinion of poster.
Service
Ctrip Flight Booking
Reason of review
Not as described/ advertised

Horrible experience with ctrip

I will never book my airfares with ctrip again. They rip me off because the names on the tickets cannot be changed. They mixed up given names and surnames. Buyer beware. Btw skyscanner is ctrip!!!!
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ID
#1124379 Review #1124379 is a subjective opinion of poster.

No response to email

I booked flights from Singapore to Taipei via Ctrip. Firstly, they got the names in the wrong order. Secondly, no response to email about passport no. changed. I had to contact airline myself to update itinerary. I won't use them again
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ID
#1123864 Review #1123864 is a subjective opinion of poster.
They fool you with low rates. I'm the kind of person that hates to use my credit card on line with unknown websites. Seeing Ctrip plastered all over Tripadvisor and their low prices enticed me to try them. But after entering the payment details it didn't give me an...
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ID
#1119627 Review #1119627 is a subjective opinion of poster.
New Reviewer

Please do not use this company! Protect yourself!

Please don't ever use this company for booking your travel. They are a fraudulent shop out of China and they have an open investigation with the Federal Trade Commission. Everything that you read on their website is misleading. Even if you try to make changes within the first 24 hours or even one hour they will find a reason to keep your money.
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ID
#1114023 Review #1114023 is a subjective opinion of poster.
Service
Ctrip Flight Booking
Reason of review
Return, Exchange or Cancellation Policy

Ctrip is run a bunch of retards

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%?!
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ID
#1112954 Review #1112954 is a subjective opinion of poster.
Service
Ctrip Flight Booking
Reason of review
Return, Exchange or Cancellation Policy