English Ctrip Reviews 276

I booked flights 4 days ago with Ctrip at around 9am. I had a message after booking saying that they were having delays confirming the flights and would send me confirmation. I then received and email about 5 minutes later saying that the booking had been cancelled.
I decided to book the flights directly with the airline as was on a short time scale after the collapse of Monarch.
However, at about 5pm that day I received an email saying that the flights were now confirmed and the money has been taken from my card.
I have tried calling the company and cannot speak to anyone (as they are in China, this is not easy) and I sent an email on the same evening requesting that the booking be cancelled and refunded immediately.
I received the automatic email stating a 24 hour reply will be received and NOTHING!!! I have chased the email up and am STILL WAITING to hear and am currently £808.77 OUT OF POCKET.
This company is clearly a SCAM that cannot reply to customers or resolve complaints. DO NOT USE THEM!

I finally managed put through my bookings through Ctrip after a few tries.
There were several problems with their booking site:
You need to have an account with them BEFORE booking, not during the process.
Special requests - Don’t bother, it says “Type in English or Chinese only”, but in truth the system cannot cope with much more than one putting a tick against non-smoking rooms. Once I deleted any special request other than the ticks, I was finally able to go through to a secured payment site to book.
Even before you make payment, you can’t go back to edit anything, the only way is to cancel the booking and start all over.
Once paid, you are notified of no-refund immediately even if you don’t turn up, and special requests be directed to hotel only, who won’t know your name because it’s a third party booking. There is no avenue on the booking confirmation to contact the hotel anyway, probably because names were not provided to hotel. You are told to give hotel your names only at check in. I find that hard to fathom in this day and age.

Guys recently booked the flight from hongkong to vizag and vizag to hongkong, I given name as per Passport ,these people after Booking they missed the middle name, I have seen the Ticket one day before , I went for checkin they said your agent naming of Booking is not in order,he entered in reverse order it is not acceptable, I called customer care of ctrip they are saying you need to cancel the ticket, and last minute rebook is so tension if you book from ctrip I say don’t prefer at all it is my worst experience ever,please don’t book any ticket from ctrip 🙏🙏🙏🙏

I would have given this more stars, if not for the fact that after booking, it turned out that the 'cancel' button actually leads you to a page to fill out, upon which you are redirected to a page saying "The flight can not be cancelled online. Please call customer service."

This is fraud, since, the existence of the cancel button leads users to believe that cancellation is possible, while in reality, they are directing you to call an expensive number instead.

About the booking:
First off the booking is very slow. After selecting a flight and making payment, I receive this message:

"Ctrip have notified us that it's taking a longer than usual to finalise your booking.
You should hear from Ctrip within an hour but this can sometimes take longer.
If you require an update on your booking, please contact Ctrip directly."

After more than 5 hours had passed, I decided to cancel the reservation, since the ticket had not been issued.

Upon trying to cancel the flight on the website, I get this message:
"The flight can not be cancelled online. Please contact customer service."

Note that this is AFTER clicking on a big button with 'Cancel' on it, and clicking through boxes asking for cancel confirmation.

The cancellation button is misleading, as cancellation online is not possible, yet the button and the cancellation procedure indicates it is possible, only to lead you to a page saying that bookings can not be cancelled online. This is fraudulent.

So even I received a confirmation after 5 hours, I will not use Ctrip again due to fraudulent practices.

Literally not using I have Ctrip ever again!! I don't know what to hard to sort out something so simple! Yet getting past to a different person to talk to all the time!!!! Customer services is rubbish and yet still haven't sorted out the issue!!!!

I booked a flight from MAD to LHR and got a bit suspicious when I didn't get my confirmation e-mail immediately. Then I checked the reviews and I feared the worst... I thought I had given my cc details to a Scam company.

It took a few hours (about 10) to finally get my confirmation e-mail. I know this sounds dodgy and I understand it is a bit frustrating, but I can just confirm that I have received my confirmation e-mail and have checked into the BA flight just now.

I'm giving the company 4 stars only as I did get worried when it took so long to have my tickets issued. Honestly, it doesn't bring peace of mind as all other companies do it immediately but I think that, if I find another bargain with them, I will definitely use them again.

My suggestion to the company is to speed up the process of issuing tickets. It will bring many more clients and it will improve the rating on most websites I've seen. It's been a reliable service at least for me.

Ctrip is doing scam, by taking our card details and declined ticket,
please do not book ticket at Ctrip,
you might loose thousands of bucks by giving your card details

So, here's what has happened:

15.09.2017 - I buy a flight (WAW-LIS) through Ctrip; Ctrip sends an email confirming receipt of payment

18.09.2017 - Ctrip sends an email with a "Flight Reservation Confirmation"; I check with the airline (TAP Portugal), and receive the following information:
a) my ticket (047-5764694628) has indeed been issued;
b) however, my booking (Airline PNR UXOVU3), which also exists, has no ticket or itinerary associated with it, as if cancelled by the agent (Ctrip).
They instruct me to contact Ctrip to request them to rectify this, which I do by email.

19.09.2017
Ctrip sends an email with no text and only with an attached PDF, which seems like an itinerary statement by IATA. The PDF document clearly confirms my complaint: the Airline PNR UXOVU3 is NOT YET associated with the ticket 047-5764694628.
I call again the airline, and they confirm the situation, adding that, unless Ctrip proceeds to reconnect the PNR with the ticket, I would not be allowed to check-in and board the flight.
I send an email to Ctrip with these remarks, and again request Ctrip to rectify the matter.

20.09.2017
I send a new email to Ctrip, urging them to solve the problem.
Critically, I also post a first review on Trustpilot, describing the case.
Within an hour, I receive a phone call from Ctrip Customer Service: they are very corteous, and promise to help.
Shortly thereafter, I receive a new email from Ctrip, again without text and only with a new PDF attached. The document displays the IATA logo, and seems to state that Ctrip issued a new booking (Airline PNR UZKCE2) for my flight, but this time apparently associated with the ticket 047-5764694628, as it should.
I also receive another phone call from Ctrip Customer Service, referring the above email - and suggesting a revision of this review.
Once again, I call the airline TAP Portugal, to check whether everything is correct. It is not - the airline claims that the new Airline PNR is also valid, but that it has no flight itinerary associated with it (just as before). Without this being corrected, I would still not be allowed to check-in and board the flight. They say that there might be some constraint when Ctrip tries to introduce the booking, and that Ctrip should check directly with them.
Then, I send a new email to Ctrip, describing the new situation.

21.09.2017
I receive 2 emails from Ctrip - one from the ticket office, the other from Customer Service - basically informing me of a new PNR and a new ticket, and that they checked both with the airline to make sure everything was correct.
I call the airline and they confirm.
As promised, I ammend the review on Trustpilot.

Conclusions
The matter is now solved. My initial suspicions of something untoward are now dispelled. I also have to praise the courtesy and engagement of Ctrip's Customer Service.
However, a few notes:
- there was a serious malfunction of the Ticketing Office, which would inevitably result in my loss of the flight, had I not had the instinct to double check (and to keep doing it) with the airline (something clients shouldn't need to do)
- apparently, the case was only taken seriously when I posted a damaging review, and Customer Service stepped in.
In my opinion, Ctrip needs to revise some aspects of its process - for instance, by introducing a routine of double checking on the airline's website whether the booking is valid, before sending the data to the client.

Rgds,
Manuel Carvalho

Ctrip took a pre-paid reservation for me for a hotel in Taiwan. They then spent 2 months going back and forth internally between them and the hotel, and eventually canceled my reservation. I asked them to find me a comparable hotel, but they asked me to contribute an additional 5000 TWD for this 1 night reservation. I asked Ctrip to cover the full cost of changing hotel since they were at fault, but they refused calling this the "Final Solution".

Update 2017-09-20: shortly after Ctrip responded to my trust pilot review I contacted them as per their instructions. There was no-longer any hotel rooms available at my original location, but Ctrip offered compensation that covered a hotel at a different location. I have accepted this and will now stay at this other location.

Absolutely Shocking!

I booked a flight via Ctrip, and never received a confirmation until 6 hours later.
Upon receiving the confirmation I noticed the time was not when I booked. I also noticed they had me down as Female and stated I made the booking at 23:16pm when the time was infact only 8:00pm when I noticed this?!

I called them and spoke to a gentleman called 'Woody Ma' who was supposed to be the 'Office Manager'. He could offer no help what so ever.
They are the most unhelpful company I have ever come across.

If this does not get rectified or refunded I will be taking this further with my legal team.

Terrible service with Ctrip ! I regret to use the service!

Last month I booked the two flights from Beijing to Xi'an and Xian to Shanghai for via English Ctrip website. I got email from them to confirm my booking.
I printed my e-tickets early this week and noted that my child's first name is spelled wrong. Then I emailed to Ctrip e-service to correct the name this week and also made a few international calls. All what they said is that I have to contact the airlines myself or cancel the ticket and re-book the ticket. I will lose 50% of air fare and repay the high rate for new booking.
Ctrip don't want to take responsibility as travel agent. I called China Eastern airline to correct name on e-tickets. The airline provide excellent service and help me to resolve issues. Even this should be Ctrip's responsibility to contact the airline.

Now I still got trouble for another flight booking. I called Air China for correcting the misspelled wrong name. The airline also clearly advised that Ctrip's business department can contact the airline to correct name.

So I call Ctrip Shanghai office, my phone was diverted to IDU department. I was taking 69 minutes international call to talk two very rude staff about this matter. All they said is Ctrip can't do and I have to contact Air China myself or rebooking the flight.

I asked the two ladies what is contact for C-trip business phone number for dealing my booking with Air China and what is ticket booking process? The staff said that they couldn't disclose Ctrip business process.

I asked the staff what department at Ctrip for handling customer complaints? The staff advised that they are in charging customers' complaints. Then I asked what are your job duty? You told me that your are IDU phone desk. I don't trust you are the responsible person for Ctrip to handle customer complaint. She clarified that she was IDU duty manager for today (9 September 2017).
I don't want to have any more argument with them and wrote down their work number (no. 825259 and no. 825265). And I tell them I would complain about their work performance to Ctrip HR management office.

We finished our talking around 11.30am in China time. The staff (work no. 825259) advised me that Ctrip will contact me via my phone within one hour.

Now my time is 13:32pm in China time. I haven't received any phone call from them.

All I can say is that this business is not reliable. I will not give in this case until it is resolved.

Booked a hotel through Ctrip in Tokyo. Called the hotel the day before checking in to confirm having provided both the confirmation number and name and the hotel had NO RECORD of our reservation. I confirmed multiple times with the hotel and even received email certification from them that there was no such reservation. I had prepaid for this hotel online and was exasperated that I had lost my money and had to find a hotel at such short notice overseas. I called customer service and the Chinese agent was rude and just told me she'd give me a call back, didnt seem interested in helping at all.

Update:
Since my initial complaint, I can no longer communicate with a Ctrip representative because Ctrip has blocked this service on my account.

I have checked the prices on all 4 Ctrip app's: Chinese, Hong Kong, Singapore and English. Add you guessed it the Chinese app is up to 25% cheaper than the other Ctrip app's.

I also carried out a price comparison on Ctrip websites i.e. Chinese, Hong Kong, Singapore and English and yes the Chinese website is cheaper than the other Ctrip websites, surprisingly and you got to check this out, the website is cheap than the app's.

In addition: take a little time and scroll through all the reviews regarding Ctrip and you'll notice, each negative review is followed by a positive review, which is totally suspect. Lastly, every complaint is followed by a standard automated reply example:

Sorry for the inconvenience, but thanks for letting us know about this problem. Can you email your order number and contact number to our customer service (Email to *********** with the title "trustpilot"), Our customer service team will try to contact you by phone or email after get the order number and phone number. Best and thanks, Ctrip Customer Service.

(It'll be great to get a real reply from a human).

OLD POST:
The Ctrip English version App is charging customers 10-15% more than the Ctrip Chinese version App. When asked about the irregularities via Ctrip app chatroom, the agent failed to answer the question and deleted the conversation. When customer services were called they said the were powerless to honour the lower rate to those who don't understand Chinese.

I am now very disappointed and tiring after negotiate with Ctrip for 2 days without any significant progress. As u all may notice, Macau is having massive destruction after typhoon hato, hotels are not in normal operations and some facilities are closed too. Thus, I would like to ask for a reschedule or cancellation of my booking.

Initially Ctrip refused me because my booking is non refundable and suggested me to look for the help from hotel side. Thus i contacted galaxy macau hotel and they showed their understanding n flexibility. They agreed to arrange a special offer of cancellation without penalty to me. All I had to do is asking my agent (Ctrip ) to give hotel a call for arrangement.

However, Ctrip is now trying to let go from her responsibility. at first, Ctrip staff said my booking was done by a supplier and they will forward my email reply from galaxy to the supplier for reference. The next day, Ctrip just emailed me again, asking me to send the hotel email reply to another email account (supplier email). Until evening time, they replied me a rejection email.

Ctrip insisted that the hotel email I got is not official enough. Even it contained the hotel email address, the representative name and department, as well as the hotel logo etc, it's still not a guarantee to the supplier. They insisted that I need to get a letter with chop and signature from galaxy hotel instead. At the same time, they declined to simply and directly negotiate with hotel regarding my case.

I just totally don't get it. The hotel already gives my case cancellation a Green light to go, why Ctrip still stand there and can't take action for me?! If the hotel never says yes, I won't do so many things till now. Now It really seems like Ctrip and the supplier just want to keep the profit so they don't want to give up my booking. That's why they ignore the fact that the hotel is willing to cancel for me.

Besides, I book thru Ctrip! U are my agent. No matter u passed the booking to which supplier. U can't let go of your responsibility to help your client.

Lastly, I wish I could read all messages here before my booking with Ctrip. My travel mood is now totally gone. It's too annoying!!!

CTrip is a fair company if you are making reservations and have ZERO problems during your travels. If there is a problem, there is no customer service help they will provide. Yes, they have a customer service department, but they have the habit of pushing any and all blame on the source of your reservation. They like to play the Ping Pong game where they pit your, the customer, against the other party.

I had difficulties twice with reservations within the past year in which I lost out on refunds. CTrip would say to call the carrier of my reservations and the carrier said to contact CTrip. In the end, they just wait for you to get so frustrated that you give up.

In my lastest problem with them, I missed my train due to excessive long lines at the train station ticket window. Granted, this is my fault and I was willing to accept the loss of the price of my ticket. But, I had a connecting train at my destination city that I tried to cancel and get a refund, which CTrip refused. CTrip claimed that I had obtained my tickets. I did not. It makes no sense that I would retrieve tickets that I knew I could no longer use. In fact, I took a taxi an hour away and had to fly from the airport to make my final destination. I can only assume that the ticket agent processed my tickets when I gave her my passport to check on availability. Where the tickets went, I am unsure. I just know that I did not ask for them to be processed since the train had already left the station by the time I got to the ticket window. CTrip even confirmed this through lengthy emails and phone conversations. Yet, because they say my tickets were processed, they could wash their hands of the problem. I say that they are responsible, not I. I bought and paid for the tickets through CTrip, not the train station. My contract of business was through them. I paid their fees and their pricing....not the train station. Therefore, CTrip should be responsible for obtaining a refund for me and deal with their contracted carrier.

So....fair warning....use CTrip only if you are prepared to lose you money if there is any mishap during your travels. With CTrip, it is all about profits and money and no interest in customer service and trying to help customers in bad situations. For hotels and airline reservations, I recommend using someone else. Unfortunately, for train tickets, resources are limited here in China for foreigners.

2 times i've tried to book my flights, and the 2 times they've been cancelled.
If I can't even book my flight, what I am suppose to do ?

could not book for a flight for my wife and 2 children , 1 is four years old and 1 is one year old. Airline websites all take booking enquiry and also skyscanner - why does ctrip not accept enquiry?

This companies practices are totally illegal! made a booking with them for a westjet flight. tried to cancel and cancellation policies stated that they were the same as the individual airlines policies. Then tried to tell me they would only refund the tax I paid? this is not westjets policies and they have no policies of their own either on their website or in their email confirmations. Or any information about cancellation fees other than the fact they state they are the same as the airline, which they are not! They said they would call me back to explain this as the customer service agent didnt seem to understand when i was explaining that this didnt make any sense, then they went ahead without my permission and cancelled the booking! taking legal advice.

This is my 2nd time booking a hotel room via Ctrip. Unfortunately, it could not be confirmed and they cancelled my booking.

You might have a question why Ctrip has cheaper rates than other online travel websites i.e. Expedia, Booking.com, Agoda, etc. Because those rates are exclusive rates that hotels offer to travel agent which they are supposed to sell on their offline channels, not online channels (in terms of customers, who cares right? we love cheaper rates!) But be aware! I just booked those cheaper rate and been rejected!

During the booking process, I had rechecked carefully if cheaper rates were given exclusively for specific citizen or not? There was no conditions like that so I booked it (I saw some rates they gave only Chinese guest to book). The rate was quite good. It's about 40% cheaper than other online websites plus breakfast is included! (good right?)

A few days later, I received a call from Ctrip support team. Below is what they informed me and what I argued with them.

First by phone: this rate is for Chinese citizen only.
Me: Not possible, it's not mentioned during the booking process. There are other rates mentioned but this rate was not mentioned. So i booked it.

Second by email: Sorry but the hotel is fully booked.
Me: Not possible, if it's fully booked then why it was still bookable online? I called to the hotel and recheck with them. it was not fully booked yet!

Third by email: The room availability for this travel agent with the hotel is zero. The rate was still shown because it's from other travel agents. Can you cancel and book again?
Me: Not possible. Each rate displayed on the website comes from each specific travel agent. It's not possible that there were many travel agents inside 1 rate.

Fourth by email: Hotel informed that the room condition is not good and this booking has to be cancelled.
Me: Another not possible! I called and recheck with the hotel and they informed the room condition is still good. No one from Ctrip contacted them and asking about this!

Fifth email: the rate is closed before you booked and it took some times to be updated on the website.
Me: I'm so done with this.. There must be something wrong with your system!

In this case, Ctrip gave me bad booking experience. Not just the way they responsible to their customer, but they also threw problems to their partners; hotels. I'll definitely use other online websites from now on. As they gave me more trust and they have much more language speaking staff to support.

Ctrip is the worst online booking site ever
Their booking date keep default to your review date even you have already updated to the proper booking date. Once you click a package to see the detail or when you start to confirm, you need to reinput your date again.
My experience is, the date I input for my hotel stay got refreshed back to the enrolment date when I start paying. Being not aware of it, I had confirmed a wrong date (same day as I book the trip). I realised it when I read the confirmation email a few days later, called to change but failed. They have already charged me for NO SHOW, given no system alert, hotel didn't call me (hotel claims Ctrip didn't provide them my phone no.). Ctrip unwilling to compensate me or help me to change back the date. I wish I throw the 3000 HKD to the sea rather than to Ctrip.
Super bad website design and service.