Trip.com: Book Flights, Hotels

User Experience Report

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This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

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All Insights

TOP INSIGHTS

A weekly roundup of Trip.com: Book Flights, Hotels's key feedback

Price Discrepancies

Many users report significant price differences between Trip.com and other platforms, with some finding prices up to 60% higher on Trip.com. Approximately 15% of users seem affected by this issue.

I found the same flight on another app for $400 less than on Trip.com.

Customer Service Issues

Users frequently complain about unhelpful customer service, with reports of unresolved issues and lack of accountability. This affects around 20% of users.

Customer service was unhelpful and refused to resolve my booking issue.

Booking Errors

There are numerous complaints about booking errors, such as incorrect flight details or unconfirmed bookings, leading to missed flights and financial losses. About 10% of users have experienced this.

My booking was incorrect, causing me to miss my flight and lose $2500.

Misleading Promotions

Users report that promotional offers are often misleading or not honored, leading to frustration and wasted time. This issue affects approximately 8% of users.

I was promised a discount as a new user, but it was not applied at checkout.

COMPETITORS ANALYSIS

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#1 USERS CHOICE

Trip.com: Book Flights, Hotels

Trip.com receives mixed feedback with users praising its ease of use, great customer service, and competitive pricing. However, some users report issues with booking errors, misleading prices, and poor customer support in resolving problems.

#2 RUNNER UP

Booking.com

Booking.com is appreciated for its user-friendly interface and professional service, but many users express frustration over hidden fees, poor customer service, and issues with reservations not being honored.

#3 Straggler

Expedia

Expedia is favored for its competitive pricing and ease of booking, yet it faces criticism for poor customer service, difficulties in obtaining refunds, and issues with booking accuracy.

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Nuggets

Major Highlights of the Week

Price Discrepancies

Users are experiencing significant price differences between Trip.com and other platforms, leading to frustration and distrust. This issue undermines the app's value proposition of offering competitive prices.

I compared the same flight on Trip.com and Skyscanner, and the price difference was shocking—Trip.com was $400 more.

Booking Errors

Customers report issues with incorrect bookings, such as being placed on the wrong flights or receiving different hotel rooms than booked. These errors result in significant inconvenience and financial loss.

I booked a direct flight, but Trip.com put my girlfriend on a different flight with a long layover, ruining our trip.

Customer Service Failures

The customer support team is perceived as unhelpful and unresponsive, often failing to resolve issues or provide refunds. This leads to a negative customer experience and loss of trust.

I contacted customer service about a booking issue, but they refused to help or issue a refund, leaving me frustrated.

Misleading Promotions

Promotional offers are often misleading, with users unable to redeem advertised discounts or benefits. This creates a perception of dishonesty and damages brand credibility.

I spent a week trying to get a new customer promotion, only to find out I wasn't eligible without explanation.

Hidden Fees

Users are caught off guard by hidden fees and conditions not clearly disclosed during the booking process. This lack of transparency leads to dissatisfaction and a sense of being misled.

I booked a pet-friendly hotel, but upon arrival, I was charged an unexpected daily fee for my pet.

App Functionality Issues

The app is criticized for being buggy and difficult to navigate, with frequent crashes and errors during booking. These technical issues hinder the user experience and deter repeat usage.

The app is so laggy and confusing that it makes booking a frustrating experience.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Price Discrepancies

Booking Errors

Customer Service Failures

The customer support team is perceived as unhelpful and unresponsive, often failing to resolve issues or provide refunds. This leads to a negative customer experience and loss of trust.

Misleading Promotions

Promotional offers are often misleading, with users unable to redeem advertised discounts or benefits. This creates a perception of dishonesty and damages brand credibility.

Hidden Fees

Users are caught off guard by hidden fees and conditions not clearly disclosed during the booking process. This lack of transparency leads to dissatisfaction and a sense of being misled.

App Functionality Issues

The app is criticized for being buggy and difficult to navigate, with frequent crashes and errors during booking. These technical issues hinder the user experience and deter repeat usage.

Quotes of the week

Hear from some of the most impactful users to drive changes

Friend recommended this app and so I tried it and found the prices to be higher. Compared the exact same flight in trip.com app and skyscanner and the price difference was shocking.

Picky emailer

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 at best, predatory at worst.

Jackkenshi

I have already contacted the hotel in advance and they agreed to modify the reservation. Why does your customer service refuse to accept it? They even lie and claim that the hotel doesn't agree.

janzzzz10

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The quotes of the week

Hear from some of the most impactful users to drive changes

Friend recommended this app and so I tried it and found the prices to be higher. Compared the exact same flight in trip.com app and skyscanner and the price difference was shocking.

Candice Wu

App Store

Kelly Williams

Google Play

I have already contacted the hotel in advance and they agreed to modify the reservation. Why does your customer service refuse to accept it? They even lie and claim that the hotel doesn't agree.

Koray Okumus

Google Play

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User Experience Report

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Trip.com: Book Flights, Hotels

Top Insights This Week

Price Discrepancies

Customer Service Issues

Booking Errors

Misleading Promotions

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

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Major Highlights of the Week

Major Highlights of the Week

Hear from some of the most impactful users to drive changes

Start your 14-day free trial today

The quotes of the week

Discover Anecdote’s all-in-one customer experience platform

Search through all your feedback, instantly

Use AI to automate and prioritize your feedback analysis

Send surveys and analyze them with AI

Segment feedback from your company in charts and summaries

Benchmark your company's feedback against your competitors

Stay on top of your feedback with alerts