Me and 2 friends were supposed to travel together for a one week holiday. Once we get to the airport one of my friends is rejected because Trip.com had booked 2 tickets in my other friends name. We frantically call customer support to resolve the issue but they drag the process on and on, promising to call back in 15 minutes but they end up calling back 25 minutes later and only for a single ring before they hang up. Eventually they reissue the ticket 30 minutes before takeoff, far too late for our friend to complete check-in and pass security. My friend booked new tickets out of her own pocket with no support from Trip.com and had to wait in the airport for 12 hours. They also cancelled her return ticket for failing to check in and refused to rebook that ticket even though it was only their fault she was unable to take her outbound flight which she also had to pay for out of pocket. The only reason we did find out was due to a cautious call to their service to verify that the return ticket had been booked correctly. There was never any indication that it had been cancelled. I have since been in communications with their support for a full refund for her ticket and the additional tickets she had to buy, for which promised to get back in touch within 24-48 hours but didn't respond until 12 DAYS later where they ask for proof that our friend was rejected and even had the gall to follow up that email when i didn't respond within a day insinuating that I was slow to respond. This seems like the usual corporate run-around and if I was the head of this company i'd be absolutely ashamed of how they treat people.