Trip.com promises an unchanged price after payment has been confirmed, and your booking is guaranteed once your ticket has been issued.
If check-in is prevented due to a fault of Trip.com or a supplier, Trip.com will do everything it can to solve the problem and cover associated costs according to the situation.
Trip.com will provide ticket issuance, refund and change services, as well as seat selection by phone and online.
In the event of natural disasters, Trip.com will warn customers travelling or preparing to travel to best protect their safety, rights and interests.
A guarantee fund of CNY 100 million has been established to provide relief for travelers during major natural disasters. In the event of an unpredictable natural disaster (which causes an orange or red alert to be issued by the government), Trip.com will provide a refund depending on the extent that the event effects travel.
If customers are unable to board a flight due to unpredictable and uncontrolled physical conditions (including but not limited to death, pregnancy, fracture and hospitalization), please contact Trip.com at least one day prior to flight departure date and submit original copies of related certificates within one week of applying. Trip.com will try to help guests coordinate ticket refunds. If a loss is incurred in the refund process, Trip.com will cover associated costs after receiving the required certificates. Special circumstances and certificate requirements >
If a customer loses their luggage or has trouble boarding their flight and misses it, Trip.com will provide assistance from 7:00 am to 11:00 pm Beijing time to help guests. English hotline is 4006199999. Trip.com will also try its best to assist you in the case of sudden illness or accident during the travel.
Trip.com enables hassle free journeys for our customers with competitive pricing and a considerate compensation policy.Compensation will be provided by Trip.com if the room you’ve booked is unavailable upon check-in. Trip.com guarantees that the price you see is the price you will pay. More details >
As China's largest hotel reservation platform, Trip.com partners with about 800,000 hotels in over 200 countries and regions.Our offerings cover high and medium grade hotels, budget hotels, inns, apartments, bed & breakfasts and youth hostels.
Customers can book, change and cancel orders easily via our app, website or call center.Extended stays and other requests can be handled by our customer support team at +1-833-896-0077 from within the United States or +86 21 3210 4669 worldwide. English customer support is available 24/7.
Trip.com’s comprehensive risk control system guarantees secure transmission of your data throughout the entire payment process.
Trip.com has around 30,000,000 reviews from business people, leisure travelers and professional tour partners covering hotel transport, environment, food, facilities, services, etc. Our comprehensive reviews can easily help you make a decision.
Traveler | Emergency | Certificate Requirements |
Self | Death | Death certificate |
Hospitalization | Present medical certificate/record, hospitalization certificate (hospitalization period must overlap with travel period), charge certificate and "inadvisable for travel" certificate issued by a doctor in a Grade 3 Class 1 hospital within Mainland China
Note: "Special circumstances refund guarantee" is not applicable for existing illness or chronic diseases |
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Fracture | Present medical certificate/record, "inadvisable for travel" certificate and charge certificate (of over CNY 100) from a Grade 3 Class 1 hospital within Mainland China | |
Pregnancy | Present medical certificate/record, "inadvisable for travel" certificate and charge certificate (of over CNY 100) from a Grade 3 Class 1 hospital within Mainland China
Note: "Special circumstances refund guarantee" only covers pregnancy discovered after a flight is booked |
|
Parent, child or spouse | Death |
Death certificate Proof of direct relationship with the deceased Note: "Special circumstances refund guarantee" is not applicable for existing illness or chronic diseases |
Traveler Self | |||||||
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Emergency | Certificate Requirements | ||||||
Death | Death certificate | ||||||
Hospitalization | Present medical certificate/record, hospitalization certificate (hospitalization period must overlap with travel period), charge certificate and "inadvisable for travel" certificate issued by a doctor in a Grade 3 Class 1 hospital within Mainland China | ||||||
Fracture | Present medical certificate/record, "inadvisable for travel" certificate and charge certificate (of over CNY 100) from a Grade 3 Class 1 hospital within Mainland China | ||||||
Pregnancy | Present medical certificate/record, "inadvisable for travel" certificate and charge certificate (of over CNY 100) from a Grade 3 Class 1 hospital within Mainland China
Note: "Special circumstances refund guarantee" only covers pregnancy discovered after a flight is booked |
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* Original copies of all materials are required
* In the event of an emergency, please contact Trip.com as soon as possible. Overdue applications will not be considered. Conditions of acceptance are subject to the publicized terms and conditions at the time of application. Trip.com reserves the right to revise the conditions without further notice.
Step 1: Call Trip.com | If your booking has been confirmed by Trip.com but there is no room available upon your arrival at the appointed time, please call us immediately at +1-833-896-0077 from within the United States or +86 21 3210 4669 worldwide. English customer support is available 24/7. |
Step 2: Coordination | Trip.com will coordinate with the hotel to arrange a room of the same quality or higher than that of your original booking. Trip.com will cover associated costs up to three times the price of your first night’s stay. If there is no room available in the hotel, Trip.com will book a nearby similar hotel for you and cover associated costs up to three times the price of your first night’s stay. |
Step 3: Compensation | Trip.com will investigate all incidents and contact you about compensation within 1 working day of your check-out date. Please retain your invoice and bill. |
Step 1: Coordination | If Trip.com has confirmed your booking but the hotel cannot arrange a room before your arrival, we will inform you immediately and coordinate with the hotel to arrange a room of the same quality or higher than that of your booking. Trip.com will cover the price difference up to a maximum of three times the room rate of the first night of the original booking. If there is no room available in the hotel you booked with, Trip.com will book a nearby similar hotel for you and cover the price difference up to a maximum of three times the room rate of the first night of the original booking. |
Step 2: Compensation | Trip.com will investigate all incidents and contact you about compensation within 1 working day of your check-out date. Please retain your invoice and bill. |