Trip.com Misleading App Interface Triggers Duplicate Ticket Charges on PNR KIHTDZ

I purchased round-trip airline tickets from Bangkok to Phuket via Trip.com. Less than 12 hours after the transaction, I realized I had selected the wrong dates and submitted a cancellation request. However, I was told that a refund could not be issued and that I could only change the dates via the "Change" option within the app. Following the instructions of customer service, I proceeded with these steps.

Due to the app’s misleading and overly complex interface, the system routed me to different pages in the background. Despite performing the exact same steps for both tickets on my Bangkok–Phuket flights, the system changed the date for one ticket while inadvertently selling me a brand-new ticket for the other, charging full price. Given that my steps were identical, processing one ticket as a change while treating the other as a new sale clearly demonstrates that the fault lies with the app's defective and misleading design rather than the user.

I paid $432 for the initial round-trip tickets, an additional $284 for the extra ticket sold during the outbound ticket change request, and a further $171 for the return ticket change. As a result, a total of $887 was collected across three ticket purchases for a two-person trip. I am attaching the reservation screenshots taken from the Trip.com app regarding this process to my complaint. My booking PNR for this transaction is KIHTDZ, with the initial purchase made on September 7, 2026, and the date-change attempts made on September 8, 2026.

Furthermore, even for the other ticket that was "successfully" changed, an additional fee under the guise of "penalties and price differences"—amounting to nearly half the original ticket price—was deducted, despite less than 12 hours having passed. When I explained the situation in detail via live chat, I received a blameworthy and entirely unhelpful response stating only, "You purchased one as new, we applied a penalty to the other, and we cannot issue a refund."

I view this practice—which denies the consumer a 12-hour cancellation window, forces the user into purchasing duplicate tickets through misleading app prompts, and levies exorbitant penalties—as clear unjust enrichment. I demand that Trip.com review the attached screenshots, correct the issues caused by its misleading app interface, and immediately refund the duplicate ticket charge along with the exorbitant penalty fee deducted for the return ticket. Otherwise, I will exercise my legal rights to the fullest extent.