Rebooking with Ctrip is just a nightmare! – Trip.com: Book Flights, Hotels Review

The worst possible agent to book a flight. We had to cancel our flight due to an emergency. Rebooking the flight was a real nightmare. I have called the customer service more than 10 times and I was told that an agent will call me back with prices for other flights (I still don’t understand how they can’t that over the customer service line and why I should wait indefinite amount of time for another call). Now, 3 days later their agents still can’t figure out how much it is going to cost to change the flights. In other words it takes them 3 days (and still no confirmation) to figure out a simple price - something that usually takes seconds. If a person needs to change for the next day it is impossible. The staff (the agents who call back) don’t speak fluent English and the whole process is rediculous. Nothing compared to Expedia or any other travel agency. If you want a smooth booking NEVER use Ctrip! The great paradox - day three - got a call from the agent in the morning (asking for flights that I am interested in. Even though that I have provided that information more than 10 times with their customer service department). Anyway, they write down the flights and tell me that they are going to call me back later with prices (they confirm that there is availability in the given flights). 5 hours later, they call back to tell me that they have a price but it is not longer valid because there is no availability in the given flights. They tell me that they can check for business class but it will take some time and will call me back again. My simple thought is - ok, when they call would their price be valid this time or the flight would have become unavailable by then? As I said the whole process of rebooking is a bureaucracy paradox. They call to tell you that they will call again to give you a price. And when they call again same things happens again and again. Sounds like Catch 22... Ctrip you better figure out your own processes and use a simple logic so that you avoid such situations! One call should be more than enough to make a rebooking.... That would have been acceptable maybe 20 years ago...
Review by radinaa on Trip.com: Book Flights, Hotels.