Trip.com: Book Flights, Hotels
Trip.com: Book Flights, Hotels
Trip.com: Book Flights, Hotels
Trip.com: Book Flights, Hotels
This is customized report built by Clarity, using AI to analyze feedback from platforms like the App Store and Reddit.
Building trust in every customer interaction
Top Insights
Top Insights
Top Insights
A weekly roundup of Many users express frustration with Trip.com's customer service, citing unhelpful responses and a lack of resolution for issues. This affects around 20% of users, who feel unsupported and misled. "I have already contacted the hotel in advance and they agreed to modify the reservation. Why does your customer service refuse to accept it?"'s key feedback
A weekly roundup of Many users express frustration with Trip.com's customer service, citing unhelpful responses and a lack of resolution for issues. This affects around 20% of users, who feel unsupported and misled. "I have already contacted the hotel in advance and they agreed to modify the reservation. Why does your customer service refuse to accept it?"'s key feedback
A weekly roundup of Many users express frustration with Trip.com's customer service, citing unhelpful responses and a lack of resolution for issues. This affects around 20% of users, who feel unsupported and misled. "I have already contacted the hotel in advance and they agreed to modify the reservation. Why does your customer service refuse to accept it?"'s key feedback
Overcharging Issues
A significant number of users report being overcharged for bookings, with prices on Trip.com being higher than other platforms. Approximately 15% of users seem to be affected by this issue, leading to dissatisfaction and mistrust. "Trip.com charged me about USD 100 more than the official price for tickets and only offered USD 5 refund with no clear reason."
Overcharging Issues
A significant number of users report being overcharged for bookings, with prices on Trip.com being higher than other platforms. Approximately 15% of users seem to be affected by this issue, leading to dissatisfaction and mistrust. "Trip.com charged me about USD 100 more than the official price for tickets and only offered USD 5 refund with no clear reason."
Overcharging Issues
A significant number of users report being overcharged for bookings, with prices on Trip.com being higher than other platforms. Approximately 15% of users seem to be affected by this issue, leading to dissatisfaction and mistrust. "Trip.com charged me about USD 100 more than the official price for tickets and only offered USD 5 refund with no clear reason."
Poor Customer Service
Many users express frustration with Trip.com's customer service, citing unhelpful responses and a lack of resolution for issues. This affects around 20% of users, who feel unsupported and misled. "I have already contacted the hotel in advance and they agreed to modify the reservation. Why does your customer service refuse to accept it?"
Poor Customer Service
Many users express frustration with Trip.com's customer service, citing unhelpful responses and a lack of resolution for issues. This affects around 20% of users, who feel unsupported and misled. "I have already contacted the hotel in advance and they agreed to modify the reservation. Why does your customer service refuse to accept it?"
Poor Customer Service
Many users express frustration with Trip.com's customer service, citing unhelpful responses and a lack of resolution for issues. This affects around 20% of users, who feel unsupported and misled. "I have already contacted the hotel in advance and they agreed to modify the reservation. Why does your customer service refuse to accept it?"
Misleading Information
Users have reported misleading information regarding bookings, such as hidden requirements or inaccurate descriptions, affecting about 10% of users. This leads to unexpected costs and unmet expectations. "Booking a car through Trip.com with Sixt as the supplier was a complete trap. The requirement for the main driver to have a credit card was only revealed after I had already paid."
Misleading Information
Users have reported misleading information regarding bookings, such as hidden requirements or inaccurate descriptions, affecting about 10% of users. This leads to unexpected costs and unmet expectations. "Booking a car through Trip.com with Sixt as the supplier was a complete trap. The requirement for the main driver to have a credit card was only revealed after I had already paid."
Misleading Information
Users have reported misleading information regarding bookings, such as hidden requirements or inaccurate descriptions, affecting about 10% of users. This leads to unexpected costs and unmet expectations. "Booking a car through Trip.com with Sixt as the supplier was a complete trap. The requirement for the main driver to have a credit card was only revealed after I had already paid."
Technical and Usability Issues
Some users find the app's interface difficult to use, particularly seniors, due to small fonts and lack of features like pinch-to-zoom. This affects approximately 5% of users, impacting their overall experience. "Fonts are faint and small. Not pinch-magnify enabled. Website is more usable for seniors."
Technical and Usability Issues
Some users find the app's interface difficult to use, particularly seniors, due to small fonts and lack of features like pinch-to-zoom. This affects approximately 5% of users, impacting their overall experience. "Fonts are faint and small. Not pinch-magnify enabled. Website is more usable for seniors."
Technical and Usability Issues
Some users find the app's interface difficult to use, particularly seniors, due to small fonts and lack of features like pinch-to-zoom. This affects approximately 5% of users, impacting their overall experience. "Fonts are faint and small. Not pinch-magnify enabled. Website is more usable for seniors."
Competitor Benchmark
A weekly roundup of Client
A weekly roundup of Client
Users' choice
Trip.com receives mixed feedback, with users praising its ease of use, competitive pricing, and comprehensive travel options. However, some users report issues with customer service, misleading pricing, and difficulties in modifying bookings, leading to frustration and dissatisfaction.
Users' choice
Trip.com receives mixed feedback, with users praising its ease of use, competitive pricing, and comprehensive travel options. However, some users report issues with customer service, misleading pricing, and difficulties in modifying bookings, leading to frustration and dissatisfaction.
Users' choice
Trip.com receives mixed feedback, with users praising its ease of use, competitive pricing, and comprehensive travel options. However, some users report issues with customer service, misleading pricing, and difficulties in modifying bookings, leading to frustration and dissatisfaction.
Runner up
Booking.com is appreciated for its user-friendly interface, variety of options, and reliable service, but it faces criticism for poor customer service and issues with refunds and booking modifications. Users express frustration with misleading pricing and lack of support in resolving booking issues.
Runner up
Booking.com is appreciated for its user-friendly interface, variety of options, and reliable service, but it faces criticism for poor customer service and issues with refunds and booking modifications. Users express frustration with misleading pricing and lack of support in resolving booking issues.
Runner up
Booking.com is appreciated for its user-friendly interface, variety of options, and reliable service, but it faces criticism for poor customer service and issues with refunds and booking modifications. Users express frustration with misleading pricing and lack of support in resolving booking issues.
Straggler
Expedia is favored for its comprehensive travel services and ease of use, but it receives significant criticism for poor customer service, misleading pricing, and difficulties in resolving booking issues. Users report frustration with the lack of live support and problems with refunds and booking modifications.
Straggler
Expedia is favored for its comprehensive travel services and ease of use, but it receives significant criticism for poor customer service, misleading pricing, and difficulties in resolving booking issues. Users report frustration with the lack of live support and problems with refunds and booking modifications.
Straggler
Expedia is favored for its comprehensive travel services and ease of use, but it receives significant criticism for poor customer service, misleading pricing, and difficulties in resolving booking issues. Users report frustration with the lack of live support and problems with refunds and booking modifications.
Nuggets
Major highlights of the week
Nuggets
Major highlights of the week
Nuggets
Major highlights of the week
Overcharging Issues
Customers report being charged significantly more than the official prices for flights and hotels, with minimal refunds offered. This pricing discrepancy undermines trust and suggests a lack of transparency in the app's pricing model.
Misleading Information
Users experience misleading information regarding service offerings, such as car rentals and hotel bookings, leading to unexpected additional charges. This misrepresentation creates a perception of predatory practices and erodes customer trust.
Customer Service Failures
The customer service team is perceived as unhelpful and unresponsive, often refusing to resolve issues even when solutions are available. This lack of effective support exacerbates customer frustration and dissatisfaction.
Network and Usability Problems
Users face network issues and poor app usability, such as faint fonts and lack of magnification, making the app difficult to use, especially for seniors. These technical shortcomings hinder the overall user experience.
Non-Refundable Traps
Customers feel trapped by non-refundable bookings, where service providers exploit the situation to demand additional payments. This practice results in a negative perception of the app's booking policies.
Inconsistent Booking Experience
Users encounter inconsistencies when trying to book flights and hotels together, often having to book them separately despite the app's promise of seamless integration. This inconsistency disrupts the booking process and diminishes user satisfaction.
Your voice of customer, unified
Your voice of customer, unified
Bring all your feedback into one place—so product, support, customer experience and leadership work from the same source of truth.
Create experiences people remember for the right reasons
Chat with our team to talk through build vs. buy and how to level up your customer experience.
Create experiences people remember for the right reasons
Chat with our team to talk through build vs. buy and how to level up your customer experience.
Create experiences people remember for the right reasons
Chat with our team to talk through build vs. buy and how to level up your customer experience.
How leading brands use Clarity
How leading brands use Clarity
20 million
Monthly Customers
We can search everything instantly, see the numbers, and even build our own customizable feedback dashboards.
Alexandra Motto
Director of Product & Design Operations
“Clarity treats all of our unstructured customer feedback like true data. Their NLP models pick up on sentiment and sort it into categories. We can search everything instantly, see the numbers, and even build our own customizable feedback dashboards.”
20 million
Monthly Customers
We can search everything instantly, see the numbers, and even build our own customizable feedback dashboards.
Alexandra Motto
Director of Product & Design Operations
“Clarity treats all of our unstructured customer feedback like true data. Their NLP models pick up on sentiment and sort it into categories. We can search everything instantly, see the numbers, and even build our own customizable feedback dashboards.”
20 million
Monthly Customers
We can search everything instantly, see the numbers, and even build our own customizable feedback dashboards.
Alexandra Motto
Director of Product & Design Operations
“Clarity treats all of our unstructured customer feedback like true data. Their NLP models pick up on sentiment and sort it into categories. We can search everything instantly, see the numbers, and even build our own customizable feedback dashboards.”
126 million
global subscribers
126 million
global subscribers
126 million
global subscribers
700 million
weekly active customers
Chosen by OpenAI to surface insights from customer conversations securely.
700 million
weekly active customers
Chosen by OpenAI to surface insights from customer conversations securely.
700 million
weekly active customers
Chosen by OpenAI to surface insights from customer conversations securely.
Clarity cuts VoC analysis time by 55%, helping Minoan prioritize high-impact features fast
Jen Barwick
Head of Customer Experience
"Clarity helps us replace guesswork with real data from our feedback. I can go into product meetings with clear evidence"
Clarity cuts VoC analysis time by 55%, helping Minoan prioritize high-impact features fast
Jen Barwick
Head of Customer Experience
"Clarity helps us replace guesswork with real data from our feedback. I can go into product meetings with clear evidence"
Clarity cuts VoC analysis time by 55%, helping Minoan prioritize high-impact features fast
Jen Barwick
Head of Customer Experience
"Clarity helps us replace guesswork with real data from our feedback. I can go into product meetings with clear evidence"
70 million
weekly active customers
Turning rider and captain feedback into smarter everyday experiences
70 million
weekly active customers
Turning rider and captain feedback into smarter everyday experiences
70 million
weekly active customers
Turning rider and captain feedback into smarter everyday experiences
467,000
monthly customers
467,000
monthly customers
467,000
monthly customers
System normal
System normal
System normal