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.
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
If your booking is changed after it is confirmed, Trip.com will do its best to coordinate your stay.
Part 1: Trip.com works with hotels to solve issue
Trip.com will immediately notify you if, after a stay booking has been confirmed but before you arrive at the property, the property can no longer arrange check-in. Trip.com will also work with the property 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 the price of the first night's room fee for the original booking.
If no room type in the original property can be arranged, Trip.com will help arrange a stay at a nearby property of the same standard. Trip.com will pay any incurred price differences up to a maximum of the room rate for the first night 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.
If there is no room when you arrive at the property, Trip.com will do its best to coordinate your stay.
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 contact the property to negotiate a room of the same standard or above for the user. Trip.com will pay any difference in price up to the room rate for the first night of the original booking.
If no room type in the original property can be arranged, Trip.com will help arrange a stay at a nearby property of the same standard. Trip.com will pay any incurred price differences up to a maximum of the room rate for the first night of 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.
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.
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.
Flight-Hotel Cancellation Guarantee
Trip.com will cover your cancellation fees if you are unable to arrive at the hotel because the flight you booked on Trip.com is cancelled 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.
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.
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
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.
g. Please note that flight bookings with Ryanair do not qualify for any of the service guarantees provided by Trip.com, including but not limited to Price Guarantee, Booking Guarantee, and advance compensation.
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.
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.
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.
Trip.com Transport and Car Rental Guarantee
If you've booked car rental services as part of the same itinerary as flights, trains, or bus or coach tickets on Trip.com, in the event of any travel delays to your flight, train, bus or coach, you can contact your supplier or contact Trip.com to negotiate your car rental time. Your supplier will keep your car for you free of charge for a limited time during business hours. For the actual free holding time, please refer to the answer provided by the branch. If your car rental issues are not resolved or additional costs are incurred, we recommend that you keep the relevant proof and contact Trip.com customer support to handle the issue. If flights, trains, buses, coaches, or other transport types are canceled due to reasons beyond the customer's control and the use of car rental services is affected, car rental services can be canceled free of charge. Any cancellation costs or losses will be covered by Trip.com.
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.
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.
Group Tours, Private Tours, Custom Trips
Special Circumstance Cancellation Policy Coverage
If you need to cancel a group tour, private tour, or custom trip booked on Trip.com due to unforeseen or uncontrollable circumstances, Trip.com will provide cancellation policy coverage according to the following terms.
Special Circumstance Cancellation Policy Coverage and Terms of Use for Group Tours, Private Tours, and Custom Trips
If you have purchased any travel insurance, you must contact the insurance company to apply for a claim as soon as possible, or seek assistance from Trip.com for assistance with the claim process. Once you receive the result of your insurance claim (if applicable) and if any losses remain uncovered, you may proceed with your application for Trip.com’s Special Circumstance Cancellation Policy Coverage, provided that your situation falls within the scope of the Special Circumstance Cancellation Policy Coverage outlined below. Please contact Trip.com before the date of travel and submit all required application materials listed below within 7 days of your application (if special circumstances prevent you from providing the materials on time, please inform us in advance). Trip.com will assess the application based on the portion of your actual loss that was not covered by the insurance.
Special Circumstance Cancellation Policy Coverage
| Party Involved | Emergency | Beneficiaries of Special Circumstance Cancellation | Instructions and Required Materials |
| The traveler and his/her children, spouse, parents (including parents-in-law) | Death | The traveler and his/her children, spouse, parents (including parents-in-law) on the booking | Provide a death certificate issued by the relevant authority in the country/region, along with documentation proving the relationship with the traveler. |
| Hospitalization | All medical proof (including but not limited to medical records, admission reports (admission and discharge periods must overlap with travel periods), and fee proof) issued by a legally established and operated medical institution in the country of residence (including proof issued by resident doctors at the medical institution who possess the required legal medical practice qualifications). Special notes: 1. Only hospitalization due to sudden acute illness is eligible for cancellation policy coverage (Sudden acute illness refers to an illness that arises unexpectedly after booking this product but before the travel date, which has not been previously treated or diagnosed (the first sudden occurrence), and requires immediate treatment to prevent serious bodily harm or life-threatening situations. It excludes pre-existing conditions, chronic diseases, mental illnesses, schizophrenia, AIDS, sexually transmitted diseases, hereditary diseases, congenital conditions or defects, congenital malformations, dental treatments, preventive surgeries, non-emergency surgeries or organ transplants, and treatments for spinal disc herniation or dislocation, cerebral infarction, myocardial infarction, etc.) 2. If all medical evidence provided by the customer's local medical institutions indicates that the onset of the illness or pregnancy date is prior to the product booking date, cancellation policy coverage will not be provided. | ||
| Fracture | |||
| The traveler himself/herself | Pregnancy | The traveler and his/her children and spouse on the booking |
Notice
1. Before buying or accepting travel services, travelers should thoroughly read all the booking details and evaluate whether to book and if the trip is suitable for them, taking into account their own health condition.
2. Failure to contact Trip.com to submit an application and submit the required materials for cancellation policy coverage as required within the deadline will be deemed as voluntary waiver, and Trip.com has the right to refuse to provide cancellation policy coverage.
3. For cancellations due to special reasons, the applicant must ensure that all submitted materials are authentic and valid. If there are issues with the authenticity of the materials, Trip.com reserves the right to deny cancellation policy coverage, and to reclaim any cancellation policy coverage already provided.
4. The acceptance criteria are based on those published on the day of application. Trip.com reserves the right to revise these criteria at any time without prior notice.
2. Failure to contact Trip.com to submit an application and submit the required materials for cancellation policy coverage as required within the deadline will be deemed as voluntary waiver, and Trip.com has the right to refuse to provide cancellation policy coverage.
3. For cancellations due to special reasons, the applicant must ensure that all submitted materials are authentic and valid. If there are issues with the authenticity of the materials, Trip.com reserves the right to deny cancellation policy coverage, and to reclaim any cancellation policy coverage already provided.
4. The acceptance criteria are based on those published on the day of application. Trip.com reserves the right to revise these criteria at any time without prior notice.
Show More
Early Travel Warning System
Trip.com's Major Disaster Early Warning Center constantly monitors a number of disaster factors that may affect travel, and posts travel advice and warnings as promptly as possible.
Trip.com was the first in the industry to establish a travel early warning system and set up the industry's first Major Disaster Early Warning Center. This center aims to provide timely early warning information in cases of natural disasters, epidemics, political changes, and other emergencies. We promptly deliver information and issue travel tips or warnings to Trip.com customers who are about to travel or already traveling. We strive to ensure the safety and benefits of Trip.com travelers.
Travel Experience Special Policy
Coverage for group tours, private tours, and custom trips. Book with confidence.
Group Tour, Private Tour, and Custom Trip Travel Experience Special Policy and Terms of Use
If your package tour experience is affected by any of the following issues, please contact Trip.com immediately, and we will do our best to offer our support.
| Aspect | Scenario | Coverage Plan |
| Meals | Discrepancy in meal arrangements | If the meal arrangements during the itinerary don't meet the originally disclosed standards, and this is confirmed to be true, the meal fee will be refunded and compensation of equal value to the meal fee will be provided. |
| Accommodation | Discrepancy in hotel arrangements | If the hotel arranged during your trip does not match the one specified in the tour information, Trip.com will promptly verify the discrepancy. If the specified hotel is unavailable, Trip.com will try its best to arrange accommodations of equal or higher quality and cover any resulting price difference. If only a lower-grade hotel can be arranged, Trip.com will refund the price difference and provide additional compensation equal to the difference. Explanation: The reference standard for same level/upgrade/downgrade is based on the booking price on Trip.com's official website for the check-in day. If the final hotel stay price on the day of check-in is equal to or higher than the originally disclosed hotel's price for that day, it is considered the same level or an upgrade. If the final hotel stay price is lower than the originally disclosed hotel's price, it is considered a downgrade. |
| Attractions | Attractions missing from the itinerary | If an attraction listed in the itinerary isn't arranged during the trip, Trip.com will promptly verify and work to arrange the disclosed itinerary for you. If it can't be arranged, the cost of ticketed attractions will be refunded with an equal amount provided as compensation. For attractions without tickets, you'll receive compensation equal to 5% of the booking cost. |
| Shopping | Forced shopping | If there is forced shopping during the trip, Trip.com will promptly verify and address the issue. If confirmed, customers should keep the receipts of any forced purchases. Trip.com will facilitate returns, provided the items are in resalable condition, and compensate the customer with 20% of the booking amount. Note: Proof of forced shopping requires on-site video/audio evidence. |
| Additional shopping stops | If a shopping stop is added to the itinerary without the customer's signed consent Trip.com will immediately verify and handle the matter. If confirmed, Trip.com will compensate 10% of the booking cost for each additional shopping stop. | |
| Activities | Additional self-paid activities | If additional self-paid activities are added to the itinerary without the customer's signed consent, Trip.com will promptly verify and address the issue. If confirmed, Trip.com will refund the cost of the self-paid activities. |
Special note
If the itinerary resources are changed due to reasons related to Trip.com (including Trip.com suppliers), Trip.com will proactively notify the travelers of the change to the itinerary. The travelers can accept the changes, (the new itinerary standard should not be of a lower standard than the coverage plan). If the travelers accept the changes, any subsequent claims will not be eligible for policy coverage.
Trip.com reserves the right of final interpretation of all the above standards and reserves the right to update and modify them.
Show More
Special Circumstances and Required Supporting Documents
| Identity | Emergency | Required supporting documents |
| Traveler-Self | Death | Death certificate |
| Hospitalization | Relevant 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 Fracture | Relevant medical certificate/record If you received advice not to travel, a certificate of this advice | |
| Pregnancy | Relevant 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 spouse | Death | Death certificate Proof of direct relationship with the deceased |
| Identity Traveler-Self | |
| Emergency | Required supporting documents |
| Death | Death certificate |
| Hospitalization | Relevant 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 Fracture | Relevant medical certificate/record If you received advice not to travel, a certificate of this advice |
| Pregnancy | Relevant 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 | |
| Emergency | Required supporting documents |
| Death | Death 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
About
Payment Methods
Our Partners
Copyright © 2025 Trip.com Travel Singapore Pte. Ltd. All rights reserved
Site Operator: Trip.com Travel Singapore Pte. Ltd.
Site Operator: Trip.com Travel Singapore Pte. Ltd.