First I would like to say that I never make time to write reviews on companies but I have never ran had a company blatantly ROB me like CTrip has. I will be satisfied if I can prevent at least one person going though the experience that I had to go through.
We booked a hotel for 2 night in Yellow Mountain before we flew out to China but plans changed and we were going to land a week earlier than anticipated. We decided to book the 2 nights at the earlier date and than cancel the previous order. The problem started when we wanted to cancel the first order they said we would be charged a one night penalty ($180). We tried to explain that we were not cancelling but moving the dates (therefore they are not losing any business). They wouldn't budge, so we decided to cancel the both our orders (Knowing that we would lose $180) because we didn't want to do business with a company that is this unreasonable. They said that if we canceled both orders we would have to pay 3 out of the 4 nights as a penalty. They said that 24 hours was not enough time to cancel the first night and than we would be hit with the one night charge for 2 orders. WTF??? When we arrived at the hotel we had them call CTrip to cancel our order without being such scammers. CTrip agreed to cancel our first order without any charges. However they did not stay true to their word because my credit card was hit with the one night fee.
This is something nobody should have to go through while on vacation. This company clearly doesn't care about customer service and will scam you if given the chance. I would have give 0 stars if that were an option.
CTrip was once a useful and reasonably reliable on-line agency, especially compared to the options in China. But recent experiences have been so bad that they border on fraud. Their pricing is no longer better than any other site, including US-based ticket vendors. I went through their on-line system and booked a ticket I did not want. I called them immediately to undo it, but their customer service representative said it could not be cancelled. Then I received an e-mail from them saying they had inadvertently charged my credit card twice, and they would refund the overcharge, but it would take a while as it required a lot of paperwork. They then agreed to cancel the transaction completely and refund both charges. That was 8 days ago, and nothing has been done. In the meantime, three fraudulent charge attempts have been made in Germany on that card, so the card has now been cancelled. I cannot say for sure that CTrip breached the card security, but the timing is certainly suggestive. I will never use them again, and I suggest if you do not want a lot of hassle buying a simple domestic plane ticket and a possible security breach, go to an agent or book directly on the airline's website. That is not easy but it works and is the same price as CTrip.
We tried to book online but it would not take visa payment. We called customer service and was told the online payment system was down and to wait 2 hours. After waiting we tried to book again and it still did not take visa payment. We asked customer service to give us online pricing over the phone, they refused, then told us the room we were trying to book was sold out. We were not able to book any room with them.
Do NOT book anything at this website!!!! Chinese operated crab travel company, Terrible Customer Service. We order a trip which includes fight, hotel and tour and fight time is not released at the moment, but fight time is released in the next day, we called Customer service and ask them booking a day time fight, since we have older people, called 16 times in two days, they have all kind of reasons to delay process your request, finally they book the worst fight time at middle night, They are not human been, They do not care older people. If you ask for day time fight then they deliberately give the middle night fight, that's way they deal with costumers.
This company has NO real customer service. Just people who try to fob you off and will not do anything to help you. Me and a friend booked flights from China to Vietnam with them and paid with a credit card, About an hour later they called to say the advertised price was wrong and it would cost an extra 1000 RMB (approx $100) for the flights. We argued that they couldn't advertise one price, take a booking then up the price later. Some poorly paid girl said the manager would call us back. 2 hours later ther manager said she could nothing without her bosses consent. NEXT DAY the "boss" called and again wouldn't change a thing. Avoid like the plague!!
I would give it zero star if I could. I booked a flight from Osaka to Hongkong and got an email that received my booking but tickets are not issued. I waited 48 hours a and still no confirmation. I called to cancel it and the CSR just said 'ok.' I went to to airline's website and booked the flight with confirmation in 5 minutes.
I can't believe this website, the largest in China, doesn't have a computer distribution account with the likes of Sabre for immediate flight purchase. They take the reservation from me on ctrip.com and go out to acquire the ticket.
I don't understand why anybody would use this website. Just book thru the hotel or airline.
Do NOT book anything at this website, Chinese operated crab travel company, never never can understand how to do business with customer service in American style. As an American consumer, I prefer to deal with Orbitz and Expedia, just forget about this crabby one, don't even wanna say more.
We read the poor reviews of ctrip, but decided they couldn't be that bad. How wrong we were! They took our money (1036 RMB) for a flight from Shanghai to Beijing, then emailed me advising to call as my name is too long? Rang the (expensive) hotline, they changed it and advised me there was a slight 'fluctuation' in price. They informed me that it was now 5050 RMB and that they may cancel our place at anytime. Safe to say that we cancelled. AVOID.
Never use this service. Go to hotwire, expedia, anybody but these people. Their site was having problems, so i called and booked a room for one night. They made my reservation for the wrong night. I did not catch it in my email in time and they charged me for the night a full month ahead of my travel plans. B.S. Then they had the nerve to ask if i wanted to book a room again for the correct night. I should think not! Lost $106 to this crappy excuse of a travel and booking service.
This is China's travel giant. I've used their hotel booking many times when traveling in China, and while website is a little dated, their prices are competitive. In fact they have a lowest price guarantee for hotels within China, which I've never had to use.
But don't use Ctrip to book your flights. Even if you 'buy' your flights; select them and give Ctrip your credit card details and get an order number, be aware that YOU DON'T HAVE THE FLIGHTS YET.
I realized this the hard way when booking flights for Chinese New Year. There were 3 different flights at different times to my destination on the evening I had to fly, and I booked one and got an order number.
The next day I received an email saying that my flight was sold out and Ctrip had cancelled my order. Say what?! You're not used to this kind of stuff happening with modern travel sites, and Ctrip is a NASDAQ listed major company.
In the email Ctrip LIED TO ME saying that they had tried to call me about this but were not able to reach me. I checked my mobile phone record which showed no incoming calls in 2 days. After a reply to that email a customer representative called me explaining that there are no economy flights left at all on this flight or the other flights that day, and if I wanted to fly I'd have to buy an expensive business class ticket. I was stunned how their website operated and managed to lose my flights I thought I had bought, and the representative was only meekly repeating a mantra about how their company operates in a way that the tickets were actually not yet bought when I submitted the web form and they will separately try to book the flights through the flight operator or whatever.
I go tired of listening to these excuses and just told the CSR I did not want to talk to him no more, hang up, and went to buy 40% more expensive economy class tickets from a carrier website which Ctrip did not have in their inventory and still had seats left.