trip.com

Vendor claim: Trip.com states that for hotel bookings the service fee is included in the displayed room rate with no separate fee added at checkout, and that all applicable fees are shown as line items before payment.

What actually happens: Multiple independently documented consumer complaints describe a pattern where the price shown during search or at initial checkout on Trip.com is materially lower than the amount ultimately charged to the card. Additional charges — including facility fees, tourism fees, VAT-style charges, and 'pay at hotel' fees — appear only on the post-booking invoice rather than being disclosed at the point of search or at the checkout price-confirmation step. The Trustpilot review corpus (187,000+ reviews) contains explicit reports of prices increasing 'dramatically' at the final checkout page after a lower price was displayed earlier in the flow.

Agent guidance: Before confirming any Trip.com hotel or flight booking, an agent must not treat the price shown on the search results or initial checkout page as the final total. The agent should proceed through all checkout steps to the final payment confirmation screen and compare that total against the originally displayed price. If the total on the final payment screen exceeds the search-result price by any amount not previously disclosed, the agent should surface this discrepancy to the user before completing payment rather than accepting the charge automatically.

• A consumer on TripAdvisor's Bargain Travel Forum describes being shown only 'tax' at checkout, then receiving a post-booking invoice containing additional accommodation tax, tourism fee, facility fee, VAT fee, and 'pay at hotel' fee — fees that were not visible during the booking flow.
• A Trustpilot reviewer describes Trip.com's currency conversion and initial price display as inaccurate, with the final checkout amount increasing 'dramatically' compared to the initially displayed price, characterizing the practice as 'bait-and-switch.'
• The BBB complaint page for Trip.com (Los Angeles, CA) records consumer disputes about operational deviations that compromise consumer rights, consistent with undisclosed fee complaints.

last checked 2026-06-27

Vendor claim: Trip.com displays hotel room rates, flight fares, and train ticket prices on its search results and listing pages, implying these are the prices users will pay at checkout.

What actually happens: Multiple independently-documented user reports across review aggregators and travel forums describe 'ghost fares' — prices that increase materially during the checkout process — as well as seat selections and baggage add-ons paid on Trip.com that are not recognized by the operating airline, effectively making the originally displayed offer non-bookable at the stated conditions.

Agent guidance: An agent booking through Trip.com must not treat the search-results price as the confirmed transaction price. Before finalizing any booking, the agent should capture and compare the price shown at the final checkout/payment screen against the originally displayed rate, and halt the transaction if the two differ materially. For flights, the agent should also verify directly with the operating airline (or via the airline's own site) that any ancillaries — seat selections, baggage — purchased through Trip.com are actually registered in the airline's reservation system before reporting the transaction as complete.

• ProductReview.com.au's aggregated Trip.com review summary explicitly flags 'ghost fares (prices increasing during checkout)' and notes that seat selections or baggage paid on Trip.com are frequently not recognised by the airline, requiring additional payments at the airport.
• A FlyerTalk forum thread titled 'Trip.com Bait and Switch Warning' documents a traveler's experience with domestic flight and train purchases through Trip.com via Skyscanner where the offered price/conditions were not honored.
• Trustpilot's Trip.com review summary notes that 'the displayed price was significantly lower' than what was actually charged, describing currency conversion and initial price display as 'often inaccurate.'

last checked 2026-06-27

Vendor claim: Trip.com presents itself to consumers as the booking and payment counterparty, collecting full payment at the time of booking and issuing confirmation numbers under its own brand, implying it is the entity responsible for the transaction lifecycle including refunds.

What actually happens: When refunds are owed — even after the underlying supplier (hotel, airline, car rental) has confirmed and released the funds to Trip.com — Trip.com has repeatedly directed consumers to contact the third-party merchant directly, while retaining the funds. This places consumers in a loop where neither party accepts liability: Trip.com says 'refer to the merchant,' and the merchant says the refund was already sent to Trip.com.

Agent guidance: Do not assume Trip.com is the single accountable counterparty for post-booking actions such as cancellations and refunds. Before completing a booking via Trip.com, an agent should explicitly identify and record both Trip.com's booking reference and the direct supplier contact. If a refund is needed, pursue it simultaneously with Trip.com (as the payment recipient) and the underlying supplier (hotel/airline/car rental), and escalate via credit card chargeback if Trip.com deflects responsibility after supplier confirmation of the refund release.

• Multiple BBB complaints from 2024–2025 document the pattern of Trip.com collecting payment and then deflecting refund responsibility to the underlying supplier, including at least one case where the supplier confirmed the refund had already been sent to Trip.com on December 31, 2025, yet Trip.com withheld the funds for over 50 days while telling the consumer to contact the merchant.

last checked 2026-06-27

Vendor claim: Trip.com states that when a booking is cancelled and a refund is owed, it will process the refund in accordance with the airline's or supplier's terms. The platform presents itself as a straightforward intermediary that passes refunds through to customers once the airline or supplier approves them.

What actually happens: Multiple independently documented complaints show Trip.com withholds refunds for extended periods after the supplier has already confirmed and remitted the funds. One BBB complaint filed in early 2026 states an airline confirmed the refund was sent to Trip.com on December 31, 2025, yet Trip.com retained the funds for over 50 days, prompting a formal US DOT complaint. Additionally, Trip.com's own Terms and Conditions contain a clause reserving the right to deny a refund 'at our sole discretion' even when a supplier has authorized it — a material qualification that is not surfaced during the booking flow. Separate documented complaints describe Trip.com misrepresenting the airline's own published cancellation rules to customers, resulting in bookings being cancelled contrary to what the airline's policy would have permitted.

Agent guidance: When completing a flight cancellation or refund request on Trip.com, do not treat the transaction as complete upon receiving a cancellation confirmation. Explicitly verify with the airline directly whether a refund has been issued to Trip.com, and note the date. If the airline confirms remittance but Trip.com has not credited the user within 7 business days, escalate immediately by filing with the US DOT (for US-leg flights) or initiating a credit card chargeback — do not rely on Trip.com's internal resolution process. Avoid booking non-refundable fares through Trip.com when the user requires reliable refund access, and inform the user that OTA bookings through Trip.com do not carry the same 24-hour free cancellation rights that apply to direct airline bookings under US DOT rules.

• BBB complaint page for Trip.com documents multiple cases including a 2026 complaint in which the airline confirmed remitting a refund to Trip.com on December 31, 2025, but Trip.com withheld the funds for over 50 days; the complainant states a US DOT case was filed. A separate complaint describes Trip.com misrepresenting Etihad's published missed-flight policy to cancel a return segment that Etihad's own rules would have held.
• Trip.com's Terms and Conditions explicitly state that if Trip.com cancels a booking, the customer 'may not be entitled to a refund' and that eligibility is determined 'at our sole discretion' — a broad carve-out not disclosed during the booking checkout flow.
• Tripadvisor forum thread documents a pattern of Trip.com refusing refunds and confirms that OTA bookings do not carry the same 24-hour free cancellation protections that US DOT rules impose directly on airlines, a distinction Trip.com does not prominently disclose at point of sale.

last checked 2026-06-27

Halt and surface to the user any situation where the final payment-confirmation screen total on Trip.com exceeds the price displayed on the search-results or initial checkout page by any amount not previously itemized, including facility fees, tourism fees, VAT-style charges, or 'pay at hotel' fees, before completing payment.

• Multiple consumer complaints on Trustpilot (187,000+ reviews corpus) and TripAdvisor forums describe the final checkout price increasing dramatically relative to the originally displayed price, with additional fees appearing only on the post-booking invoice rather than at the search or checkout-confirmation stage.
• BBB complaint records for Trip.com (US, Los Angeles) contain documented 2024–2025 cases describing charges appearing post-booking that were not disclosed at the point of search or checkout confirmation.

Verify directly with the operating airline (via the airline's own website or customer service) that any ancillaries — seat selections, baggage allowances — purchased through Trip.com are actually registered in the airline's reservation system before reporting the transaction as complete, and escalate to a human if they are not recognized.

• FlyerTalk warning threads and ProductReview.com.au aggregated review summaries document cases where seat selections and baggage fees paid through Trip.com were not recognized by the operating airline, effectively rendering the paid ancillaries undeliverable.
• Multiple Trustpilot reviews describe 'ghost fares' where prices shown at the search or listing stage are not honored at checkout and ancillaries paid via Trip.com go unrecognized by airlines.

Escalate to a human when a refund is needed after a Trip.com booking, specifically in cases where Trip.com directs the user to contact the underlying supplier (hotel, airline, car rental) for the refund while Trip.com retains the collected payment, creating a loop where neither party accepts liability.

• BBB complaint records for Trip.com (US, Los Angeles) contain multiple 2024–2025 cases showing Trip.com collecting full payment but telling consumers to contact the underlying merchant for refunds, even after suppliers confirmed the refund was already transferred to Trip.com.

Escalate to a human if, after a flight cancellation, the airline confirms in writing that it has already remitted the refund to Trip.com but Trip.com has not credited the user within 7 business days, to initiate either a US DOT complaint (for US-leg flights) or a credit card chargeback rather than relying on Trip.com's internal resolution process.

• A BBB complaint filed in early 2026 documents an airline confirming a refund was sent to Trip.com on December 31, 2025, yet Trip.com retained the funds for over 50 days, prompting a formal US DOT complaint by the consumer.
• Trip.com's own Terms and Conditions contain a clause reserving the right to deny a refund 'at our sole discretion' even when a supplier has authorized it — a material qualification not surfaced during the booking flow.

Escalate to a human before cancelling a booking when Trip.com's stated cancellation terms contradict or are materially inconsistent with the airline's own published cancellation policy, to prevent the user from being incorrectly denied a refund or cancellation right that the airline itself would have permitted.

• Multiple documented BBB complaints describe Trip.com misrepresenting the airline's own published cancellation rules to customers, resulting in bookings being cancelled on terms less favorable than the airline's direct policy would have allowed.