Update by user Jun 11, 2013
It has been some time -- I had a friend who speaks Chinese discuss this with them and there is still no answer -- I still have not been paid anything and am still waiting... They say now that they will finally actually look into it so perhaps, I will hear something soon!
Original review posted by user May 11, 2013
The worst customer service EVER!
I wanted to change a ticket and called Ctrip who replied via email that they were forbidden from making these changes and they instructed me to call the airlines directly. The airlines told me that because there were no ticket offices in that city, I was entitled to a full refund so to contact my travel agent, cancel my booking and make another. After doing exactly as told, Ctrip denies telling me to contact the airline and also denies that the airlines has that policy (I was told this twice by one airline agent and when I asked another, I was told the same). This discussion ended up involving them calling and emailing me over and over again to tell me that I did the wrong thing and that i had to pay change fees on the cancellation because I did not follow instructions. When I asked to speak with a supervisor, my request was ignored and when I demand, I was simply put on hold for a long long time (I finally hung up).
If there is no problem Ctrip works, but if there is a problem don't expect them to help. I have not received any refund as of today and don't honestly know if I ever will or how much it will be. I even went so far as to have a letter to them explaining the situation translated and still no reply and no refund! A full month has passed and I am considering hiring an attorney on principal!
Review about: Ctrip Flight Booking.
Monetary Loss: $160.