No flight cancellation policies, 24/7 customer service is a robot – Trip.com: Book Flights, Hotels Review

I booked a ticket a while ago and the ticket was not going to be emitted for a very long time. My trip plans have changed and I decided to cancel the ticket. However, I couldn’t see any cancellation policies on flights on the website, so I had no idea of finding out whether my ticket could be cancelled or if I would get a refund. I then tried calling the customer service that was supposed to be 24/7. I was on the line for 30min with the automated voice saying “sorry, all of our representatives are busy right now”. Seriously, if your representatives are really all busy, who takes 30 minutes to deal with a customer, unless you are talking to your grandma? Then again, if dealing with customer service takes this much time, it also indicates that there is some serious structural problems within Trip.com. Horrible experience. On top of that, one time they changed my flight information to a worse flight that was cheaper and did not refund me for the difference.
Review by chackingca on Trip.com: Book Flights, Hotels.