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Trip.com Service Guarantee

Explore the world worry-free

Customer Support
We are always here to help
Our outstanding customer support is available 24 hours a day, 7 days a week.

Service channels: Phone , email, and online chat. Our phone based customer support is available 24/7. If you contact us by email or online chat, we will get back to you as soon as we can.

Contact Us
Booking Services
Easy to make and manage bookings
Customers can book, change, and cancel bookings easily via the Trip.com app or website, or by phone.
Post-sale services
Once booking is completed, customers can easily check the status of their flight (and for some flights, access a seat selection service) through the Trip.com website or customer service hotline.
Special Circumstances Refund
Special circumstances refund
If customers are unable to travel due to unexpected emergency health or medical events, including but not limited to death, pregnancy, bone fractures, and hospitalization, customers must notify Trip.com at least 1 day prior to the travel date and submit original copies of the supporting document(s) listed in the following "Special Circumstances and Required Supporting Documents" link within 1 week of application. 
Trip.com will use its best endeavors to help customers deal with cancellation and refund issues. If customers incur any costs as a direct result of the refund process, Trip.com will reimburse the customer for these costs where adequate supporting documents are provided, including original copies of receipts/proof of payment.

Special Circumstances and Required Supporting Documents
SOS Plan+
Emergency assistance
If a customer loses their baggage, ID card, or passport, or has trouble boarding their flight and misses it, assistance will be available from Trip.com 24 hours a day, 7 days a week, and Trip.com will use its best endeavors to help customers resolve the issue.
Trip.com will also try its best to assist customers in the case of sudden illnesses or accidents during a trip.
Travel warning
In the event of a natural disaster at a customer destination, Trip.com will warn customers traveling or preparing to travel to the destination in an effort to protect their safety, rights, and interests.
Natural Disaster Guarantee
A guarantee fund has been established to aid customers affected by unavoidable and exceptional circumstances that are not within their or our control, such as natural disasters, terrorist attacks, wars, epidemics/pandemics or collapse of buildings, fires, explosions or accidents (a “Force Majeure Event”), provided that a high level travel warning is issued by the government or authority in the region of travel.
If a Force Majeure Event significantly affects a service, customers are entitled to cancel the service and Trip.com will provide a full or partial refund according to the impact of the Force Majeure Event.
Hotele
1
Flight + hotel booking guarantee
If Trip.com was used to book both a flight ticket and a hotel, the hotel booking can be canceled free of charge if you are unable to check in to your hotel due to an involuntary flight change.
2
Room Availability Guarantee
Subject to the terms and conditions set out below, if the room you booked becomes unavailable after the booking was confirmed by Trip.com or upon your arrival at the hotel to check in, Trip.com will coordinate with the hotel to arrange an alternative room of the same quality or even higher for you and cover the price difference (up to a maximum of 3 times the price of the first night’s stay).If there are no rooms available in the hotel, Trip.com will endeavor to help the customer book a similar hotel nearby, and cover any price difference up to a maximum of 3 times the room rate of the first night of the original booking.
Please kindly note that you may need to incur the cost of alternative room/hotel first but we will reimburse you subject to this Room Availability Guarantee. Please retain all relevant receipts, invoices, and bills as these will be required for proof of your incurred costs. Trip.com will investigate all incidents and contact you about reimbursement under this Room Availability Guarantee within 1 working day after your check-out date.
ROOM AVAILABILITY GUARANTEE TERMS AND CONDITIONS
1. Please contact Trip.com immediately if the hotel has no rooms available on your arrival (our phone based customer support is available 24 hours a day, 7 days a week). 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 Room Availability Guarantee.
2.The Room Availability Guarantee will not apply in the following circumstances:
a) Failure to arrive at the hotel on time or at all.
b) Where a customer changes the check-in date, room type, or other reservation details without confirmation from Trip.com.
c) If Trip.com or the hotel has already offered a free upgrade or equal alternative to the original booking.
d) Failure to provide the documentation required for check-in.
e) Failure to check-in due to circumstances that are not within the control of Trip.com (such as a Force Majeure Event), or which are not the fault of Trip.com or Trip.com's suppliers.
f) Where the booking has not been confirmed by Trip.com.
g) Payment failure (prepaid bookings only).
h) Bookings which were made illegally, in bad faith or under circumstances with high security risks; including but not limited to bookings made maliciously by competitors, use of unverified payment methods or accounts, or any other circumstances which Trip.com (in its sole opinion) deems to constitute a security risk.
Loty
1
Price Guarantee
Trip.com promises 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 Trip.com’s fault and the ticket price increases, Trip.com will pay the difference.
2
Booking Guarantee
After successful payment is confirmed, Trip.com will use its best endeavors to guarantee your trip.
If you cannot check in for your flight due to Trip.com's or one of our supplier's fault, please contact Trip.com immediately. Trip.com will endeavor to resolve your issue and will provide compensation according to the situation. The maximum possible compensation is a refund of the cost of your original flight ticket, in addition to providing you with a replacement flight ticket at no extra charge.
FLIGHT 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 take a solution provided by Trip.com, you forfeit your rights under Trip.com’s Flight Booking Guarantee.

2. The guarantee will not apply in the following circumstances:
a) Tickets are not issued due to unsuccessful payment.
b) Any conditions which do not cause change from the original flight schedule.
c) Failure to board a flight is due to the fault of the customer.
d) The flight is departing within 2 hours of booking.
e) 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.
Pociągi
1
Booking Guarantee
After successful payment is confirmed and tickets are issued, Trip.com will use its best endeavors 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) Tickets are not issued due to unsuccessful payment.
b) Failure to board a train is due to the fault of the customer.
c) Failure to board is due to any conditions not caused by Trip.com. This includes train delays or cancellations, a Force Majeure Event, or any other conditions or circumstances not caused by Trip.com.

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