trip.com has the worst customer service i have ever experienced. unless you have no other option, i strongly discourage booking from trip.com what happened was my mother bought a round trip ticket for my helper to visit her family. nearing the date of departure, the returning flight got cancelled. we understand that this is not trip.com fault for the flight to be cancelled however, we still had to make arrangements for getting a new returning ticket. my mother then contacted trip.com to ask about the refund process but the customer service line was not helpful at all. the person told her that it is not possible for the refund as the first flight was not cancelled. this doesnt make sense, how could trip.com just take the full amount for a round trip and refuse to refund the returning trip if it is cancelled. such a scam. i believe my mom called a few times and was directed to a few different people. another person that she talked to told her that she currently cannot refund as the flight going there was not cancelled so they have to use the ticket there first and then apply for the refund for the coming back after reaching. my mom did that and then trip.com gave her a full refund. sounds nice right? just yesterday she got a call from trip.com demanding that my mom refund the money back to them. not only was their tone very confrontational, they were blaming my mother for scamming them. my mother just merely followed the instructions given and it was their fault for processing the refund inaccurately. there was no apology on their end thus i told my mom to just ignore them. all in all, trip.com sucks just dont use it.