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Trip.com Service Guarantee

Explore the world worry-free

Customer Support
We are always here to help
Our outstanding customer support is available 24 hours a day, 7 days a week.

Service channels: Phone , email, and online chat. Our phone based customer support is available 24/7. If you contact us by email or online chat, we will get back to you as soon as we can.

Contact Us
Booking Services
Easy to make and manage bookings
Customers can book, change, and cancel bookings easily via the Trip.com app or website, or by phone.
Post-sale services
Once booking is completed, customers can easily check the status of their flight (and for some flights, access a seat selection service) through the Trip.com website or customer service hotline.
Hotels
1
Compensation up to 3x first night's room fee when your booking is changed after confirmation
Part 1: Trip.com works with hotels to solve issue
Trip.com will immediately notify you if, after a hotel booking has been confirmed, the hotel can no longer arrange check-in. Trip.com will also work with the hotel to try to arrange a room of the same or higher standard as the original booked room. Trip.com will compensate any difference in cost up to a limit of three times the price of the first night's room fee for the original booking.
If Trip.com cannot arrange a room at the hotel you booked originally, Trip.com will help arrange a booking at a nearby hotel of the same standard. Trip.com will compensate any difference in cost up to a limit of three times the price of the first night's room fee for the original booking.
Part 2: Trip.com pays compensation
If Trip.com verifies that a compensation payment is due, you will be contacted within one working day after check-out regarding the compensation payment. To ensure compensation is completed smoothly, please keep all receipts, invoices, and foreign exchange/foreign currency payment receipts related to your stay.
2
Compensation up to 3x the first night's room fee when there are no rooms on arrival
Part 1: User contacts Trip.com
If your booking has already been confirmed by Trip.com, but there are no rooms available at the hotel when you arrive, please contact Trip.com immediately.
Part 2: Trip.com works with hotel to solve issue
Trip.com will immediately work with the hotel to arrange a room of the same or higher standard as the original booked room. Trip.com will compensate any difference in cost up to a limit of three times the price of the first night's room fee for the original booking.
If Trip.com cannot arrange a room at the hotel you booked originally, Trip.com will help arrange a booking at a nearby hotel of the same standard. Trip.com will compensate any difference in cost up to a limit of three times the price of the first night's room fee for the original booking.
Part 3: Trip.com pays compensation
If Trip.com verifies that a compensation payment is due, you will be contacted within one working day after check-out regarding the compensation payment. To ensure compensation is completed smoothly, please keep all receipts, invoices, and foreign exchange/foreign currency payment receipts related to your stay.
3
Our Change and Cancellation Guarantee
Trip.com does not earn profits from or add additional charges to change and cancellation fees. If you need to cancel your booking, Trip.com will communicate with the hotel to try to reduce your cancellation charges as much as possible.
Room Guarantee Terms & Conditions
1. If no rooms are available after you arrive at the hotel, please contact Trip.com immediately. If you cannot contact Trip.com and proceed to stay in another hotel, this will be seen as forfeiting your right to the Room Guarantee.
2. The Room Guarantee cannot be used in the following scenarios:
a. You do not arrive at the hotel by the arranged time.
b. You change booking information such as room type or check-in dates, and these changes are not confirmed by Trip.com.
c. Trip.com or the hotel you originally booked has upgraded you to a room of the same standard or higher at no extra charge.
d. After your booking is updated and a room is available, you do not check in for the updated booking or you are unable to provide authentic and valid proof of check-in, or the guest names, dates, or city on the proof you provide do not match the original booking.
e. You cannot check in for your booking due to uncontrollable factors such as fire, natural disasters, or government policy.
f. Your booking has not been confirmed by Trip.com by the time you arrive at the hotel. (Please refer to emails from Trip.com to confirm whether your booking was successful).
g. Your booking is a prepaid booking and you have not completed payment.
h. Bookings with transaction security issues: (Trip.com will judge each case based on fair principles and transaction security)
•Rooms cannot be guaranteed for bookings which may be related to the following: system or network attacks, fake bookings, or reselling of bookings.
•The supplier retains the right to require the user to provide a guarantee amount for bookings where there are issues or abnormalities with the user information, user account, or number of transactions. If a guarantee amount cannot be provided, Trip.com reserves the right to cancel the users booking on behalf of the supplier.
Flights
1
Price Guarantee
Trip.com promises that the price of your flight will not change after payment has been confirmed.
If your ticket is not issued after successful payment due to Trip.com’s fault and the ticket price increases, Trip.com will pay the difference.
2
Booking Guarantee
After successful payment is confirmed, Trip.com will use its best endeavors to guarantee your trip.
If you cannot check in for your flight due to Trip.com's or one of our supplier's fault, please contact Trip.com immediately. Trip.com will endeavor to resolve your issue and will provide compensation according to the situation. The maximum possible compensation is a refund of the cost of your original flight ticket, in addition to providing you with a replacement flight ticket at no extra charge.
FLIGHT BOOKING GUARANTEE TERMS AND CONDITIONS
1. Please contact Trip.com immediately if you have any problems. If you make your own arrangements without contacting Trip.com, or choose not to take a solution provided by Trip.com, you forfeit your rights under Trip.com’s Flight Booking Guarantee.

2. The guarantee will not apply in the following circumstances:
a) Tickets are not issued due to unsuccessful payment.
b) Any conditions which do not cause change from the original flight schedule.
c) Failure to board a flight is due to the fault of the customer.
d) The flight is departing within 2 hours of booking.
e) Failure to board due to any conditions not caused by Trip.com. This includes, but is not limited to, airline delays or cancellations, an issue with the airport, a Force Majeure Event, or any other causes or conditions not caused by Trip.com.
Trains
1
Booking Guarantee
After successful payment is confirmed and tickets are issued, Trip.com will use its best endeavors to guarantee your trip.
If a customer fails to board the train due to Trip.com’s or one of our supplier’s fault, Trip.com will do everything it can to solve the problem and cover any associated costs actually incurred in resolving the situation on a case-by-case basis.
TRAIN BOOKING GUARANTEE TERMS AND CONDITIONS
1. Please contact Trip.com immediately if you have any problems. If you make your own arrangements without contacting Trip.com, or choose not to accept a solution provided by Trip.com, you forfeit your rights under Trip.com’s Train Booking Guarantee.
2. The guarantee will not apply in the following circumstances:
a) Tickets are not issued due to unsuccessful payment.
b) Failure to board a train is due to the fault of the customer.
c) Failure to board is due to any conditions not caused by Trip.com. This includes train delays or cancellations, a Force Majeure Event, or any other conditions or circumstances not caused by Trip.com.
Car Rentals
1
If the car you booked is unavailable after your booking has been confirmed, Trip.com will provide a refund and cover any costs incurred by you as a direct result of the unavailability of the car you booked, up to the value of your first day's rental fee.
If after you have paid for your booking, the car rental supplier informs you that they are unable to provide the booked service, Trip.com will do everything it can to solve the problem. If no car rental service is available after Trip.com’s effort and coordination, Trip.com will refund you the amount paid for your booking and will cover any costs incurred by you as a direct result of the unavailability of the booked service, up to the value of your first day's rental fee.
2
If the car you booked is unavailable upon arrival, Trip.com will provide a refund and pay you compensation equal to the value of your first day's rental fee.
If the car you booked is unavailable upon arrival, please contact Trip.com immediately. Trip.com will do everything it can to solve the issue. If no car is available after Trip.com's effort and coordination, Trip.com will refund you the amount paid for your booking and pay you compensation equal to the value of your first day's rental fee.
Airport Transfers
1
Compensation for Late Service
If Trip.com is able to confirm that the driver arrived late, we will compensate you based on the amount of time you waited.
2
Compensation for No Service
If you are unable to contact the driver upon arrival, please contact Trip.com's customer support by phone or service chat immediately. We will work to resolve the problem as soon as possible.
If in the end we are unable to provide the airport transfer service you booked, we will cancel your booking for free and provide additional compensation worth 100% of your booking total.
3
Service Guarantee
If your booking is cancelled by the supplier after it has been confirmed, Trip.com will refund your booking in full and provide additional compensation worth 30% of your booking total.
4
Cancellation Guarantee
If your flight is cancelled, your airport transfer booking can be cancelled free of charge.
If your connecting flight is cancelled and you can no longer use the airport transfer you booked, it can also be cancelled free of charge.
Tours & Tickets
1
Low Price Guarantee
If the ticket price you paid on Trip.com is higher than the price charged at the entrance, contact us on the same day to receive compensation of twice the value of the difference between the two prices.
2
Booking Guarantee
If you cannot use your entrance ticket due to a fault by Trip.com and the issue cannot be solved within 30 minutes of being reported to Trip.com, you can purchase tickets at the attraction for the price charged at the entrance. The cost of the ticket you originally bought with Trip.com will be refunded to you, and Trip.com will also compensate you twice the amount of any difference in price between the Trip.com ticket and the price charged at the entrance.

Special Circumstances and Required Supporting Documents

IdentityEmergencyRequired supporting documents
Traveler-SelfDeathDeath certificate
HospitalizationRelevant medical certificate/record
Proof of hospitalization (hospitalization period must cover the departure date of the travel)
Note: The special circumstances refund guarantee does not cover existing or chronic illnesses.
Bone FractureRelevant medical certificate/record
If you received advice not to travel, a certificate of this advice
PregnancyRelevant medical certificate/record
If you received advice not to travel, a certificate of this advice
Note: The special circumstances refund guarantee only covers pregnancy discovered after a flight is booked
Traveler's parent, child, or spouseDeathDeath certificate
Proof of direct relationship with the deceased
Identity Traveler-Self
EmergencyRequired supporting documents
DeathDeath certificate
HospitalizationRelevant medical certificate/record
Proof of hospitalization (hospitalization period must cover the departure date of the travel)
Note: The special circumstances refund guarantee does not cover existing or chronic illnesses.
Bone FractureRelevant medical certificate/record
If you received advice not to travel, a certificate of this advice
PregnancyRelevant medical certificate/record
If you received advice not to travel, a certificate of this advice
Note: The special circumstances refund guarantee only covers pregnancy discovered after a flight is booked
Identity Traveler's parent, child, or spouse
EmergencyRequired supporting documents
DeathDeath certificate
Proof of direct relationship with the deceased

* Original copies of all supporting documents are required
* In the event of an emergency, please contact Trip.com as soon as possible
* Supporting documents submitted outside of the required timeframe will not be considered. This guarantee is subject to any publicized terms and conditions at the time the supporting documentation is submitted
* Trip.com reserves the right to revise any such terms and conditions without further notice

Trip.com is part of Trip.com Group Limited, one of the world's leading providers of travel services.
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