Trip.com Refused Full Refund After Misleading Customer Support Guidance

I am experiencing serious financial and emotional damages because of inconsistent and misleading information provided by Trip.com customer service representatives regarding my Manila–Istanbul flight reservation with booking number 1638320563446687.

During my first conversation, a representative named F** informed me that due to airspace restrictions in the region, if I canceled the flight I would receive a full refund of the approximately $1,195 I had paid. I relied on this information and acted accordingly.

Later, I was told that the cancellation process had been completed. However, when I contacted Trip.com again afterward, another representative named S** claimed that I would only receive approximately $285 as a refund.

Because of these completely contradictory statements regarding the same reservation, I was kept waiting and misled for days.

Although my flight date was April 23, I had already been in contact with Trip.com repeatedly since April 21, trying to receive a clear and consistent solution. When the flight date finally arrived, I was then told that “interest deductions” or other penalties would apply.

Since I trusted the repeated statements from customer representatives saying the ticket “had been canceled” or “would be canceled,” and because the refund conditions kept changing constantly, I was ultimately unable to take my flight.

The passenger traveling with me on the exact same reservation was able to board the aircraft without any issue, while I remained behind solely because of the misleading guidance provided by Trip.com representatives. The fact that one passenger on the same booking traveled successfully while the other ticket was canceled based on representative instructions clearly demonstrates how much I relied on Trip.com’s customer support information.

Throughout this process, I contacted Trip.com customer service approximately 15 different times. I received conflicting information from multiple representatives and lost significant time during every interaction.

I possess records of my calls with Trip.com, including call times, representative names, and the contradictory promises they made. I also have invoices and reservation details showing the total approximately $1,195 paid for two passengers.

Because of this situation, I have already initiated a chargeback request with my bank and also filed complaints with the Consumer Arbitration Committee and Qatar Airways.

Despite all of this, it is completely unacceptable for an international company like Trip.com to ignore a customer grievance clearly caused by its own representatives’ errors and instead shift responsibility entirely onto the customer.

I demand full compensation for all material and emotional damages caused by missing my flight due to the incorrect and contradictory information provided by Trip.com representatives, along with the immediate full refund of the ticket amount I paid.

Otherwise, I will continue pursuing all available legal remedies and maintain my complaints before the relevant authorities and institutions.