Trip.com Service Guarantee
Customer Support
We are always here to help
Our outstanding customer support is available 24/7.
Service channels: Phone, email, and online chat.
Booking Services
Special Circumstance Cancellation Service Guarantee
Trip.com will then make every effort to assist the user in negotiating the cancellation of their trip. If a user is unable to travel due to unforeseeable medical conditions (e.g. death, pregnancy, broken bones, or hospitalisation), they shall provide all supporting documents within one week of submitting their cancellation request.
Emergency Assistance
Trip.com will provide 24/7 emergency service to ensure the trip goes smoothly. If the user experiences a loss of baggage or ID during the trip, or their trip is affected by accident or illness, Trip.com will also endeavor to provide whatever assistance is necessary.
Advance Compensation
Trip.com practices a policy of providing advance compensation for all its businesses. Trip.com will investigate any complaints raised by users and, if it is verified that Trip.com is at fault, will provide compensation in advance.
Stays
Compensation up to 3x the 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. Trip.com will compensate any difference in cost up to a limit of three times the first night's room fee of 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 of the original booking.
Part 2: Trip.com pays compensation
Once your claim has been verified, Trip.com will contact you within one working day after you check out to process your compensation. Please keep hold of the invoice and any payment receipts for your stay.
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
Once your claim has been verified, Trip.com will contact you within one working day after you check out to process your compensation. Please keep hold of the invoice and any payment receipts for your stay.
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 changed booking information, such as room type or check-in/out dates, without getting confirmation from 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 a force majeure, such as a fire, natural disaster, 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)
• The following types of booking are not eligible for the Room Guarantee: bookings involving system or network attacks, fake bookings, and resale bookings.
• The supplier reserves the right to require the user to provide a guarantee amount for bookings when there are issues or abnormalities with the user information, user account, or number of transactions. If the guarantee amount cannot be provided, Trip.com reserves the right to cancel the user's booking on behalf of the supplier.
Flight-Hotel Cancellation Guarantee
Trip.com will cover your cancellation fees if you are unable to arrive at the hotel on your check-in date because the flight you booked on Trip.com is canceled or delayed due to a force majeure.
Flights
Price Guarantee
Trip.com guarantees 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 the fault of Trip.com and the ticket price increases, Trip.com will cover the difference.
Booking Guarantee
Once your tickets are issued, Trip.com will do its best to guarantee your trip.
If you are unable to board the flight due to the fault of Trip.com, please contact us immediately. We will provide compensation according to the circumstances. The maximum possible compensation is a refund of the cost of your original flight ticket, plus a free ticket for a replacement flight designated by Trip.com.
Flight Price Guarantee and Booking Guarantee Terms & 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 Flight Price Guarantee and Booking Guarantee will not apply in any of the following circumstances:
a. Tickets were not issued due to unsuccessful payment.
b. Tickets were not issued due to a flight schedule change.
c. Any conditions which do not cause change from the original flight schedule.
d. Failure to board a flight is due to the fault of the customer.
e. The flight is departing within 2 hours of booking.
f. 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.
Flight + Hotel Guarantee
For flight + hotel packages booked through our flights channel, you can cancel your hotel booking for free if you are unable to arrive at the hotel on the check-in date due to a flight change.
Flight + Lounge Guarantee
For flight + lounge packages booked through our flights channel, you can cancel your lounge booking for free within the validity period of the lounge if you are unable to use the lounge due to a flight change.
Trains
Booking Guarantee
After successful payment is confirmed and tickets are issued, Trip.com will do its utmost 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. Failure to board a train is due to the fault of the customer.
   b. Failure to board a train is due to any conditions not caused by Trip.com, which includes train delays or cancellations, a force majeure event, or any other conditions or circumstances not caused by Trip.com.
Car Hire
Booking Guarantee - unavailable after booking confirmed
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.
Booking Guarantee - unavailable upon arrival
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.
Booking Guarantee - car model downgrade
If upon arrival at the branch the user discovers that the car model provided is of a lower level than the one they had originally booked, they can immediately contact Trip.com's customer support. Trip.com will assist the user in negotiating a resolution. If the negotiation proves unsuccessful, Trip.com will refund the price difference and will also provide compensation equivalent to the average daily rental fee.
Airport Transfers
Delay & Cancel Compensation Guarantee
If your driver arrives late and this is confirmed by Trip.com, Trip.com will provide compensation based on the amount of time you waited for your driver.
If you are unable to contact your 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.
Booking Guarantee
If your booking is canceled by the supplier after it has been confirmed, Trip.com will refund your booking in full and provide additional compensation worth not less than 20% of your booking total.
Flight + Airport Transfer Guarantee
If your flight or connecting flight is canceled or changed, and you are unable to use your booked airport transfer service as a result, your airport transfer booking can be canceled for free.
Attractions & Tours
Booking Guarantee
If you cannot use your entrance ticket due to a fault by Trip.com and the issue cannot be solved within 15 minutes of being reported to Trip.com, you can purchase tickets at the attraction. 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.
Cancellation of tickets booked by mistake by seniors and children
When seniors and children book tickets by mistake through Trip.com's Attractions & Tours section, any cancellation fee incurred will be borne by Trip.com.
Notes:
1) The request to cancel the original ticket must be submitted before the entry date (inclusive), the original ticket must be unused, and a new ticket with the correct ticket type for the same attraction and entry date must have already been booked on Trip.com.
2) Cancellations of tickets booked by mistake are limited to main entrance tickets.
Accurate Descriptions
We guarantee that all of our tour and ticket descriptions are accurate and valid. If you find a discrepancy between the information listed on our website and what the actual tour or ticket includes, please contact Trip.com customer support.

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