Where do I start! We were supposed to go on a trip to Spain and purchased the recommended connection package through them. The connection between the first flight and second was just over two hours, but changed closer to the travel date. It went down to 1.5hrs. I called and told them I was concerned if their were any delays that could be cutting it close. They reassured us it was more than enough time and to keep our flights the way they were. There ended up being a 1-hour mechanical delay and the airline told us not to get on the flight, as we would miss our connection. They offered to put us on a flight tomorrow. We called trip in a panic and we're told to approve the change and they would help us with the last connection. Well, once we made the change with the airline and called back, they were singing a new tune and told us it would cost us each the whole amount of our trip to change the last flight. We would have never agreed to accept the change with the airline and would have demanded a refund, while at the airport. We guaranteed would have received it as it was happening in real time. We ended up arguing with trip all night and the whole week we were supposed to go on our trip about refunding us for something that was out of our control. They should have changed our flight when it changed over a month ago, but lied and told us we would be ok, and if not, they would help. Who knew that help meant charge you double for your trip or say goodbye to the money you paid. We called the airline and told them what was happening and that their delay caused us to miss our entire trip. They said they would give full refunds if the flight offered didn't work for us, but because we booked through a third party platform, the refund had to come through trip. We told trip this and they said they would handle it. We'll they just kept passing us on to a new person every day, not making proper notes on the situation and asking us a few times if we had gone on our trip! I have never had to repeat myself to so many people in my life! They were completely useless and 100% relayed the wrong information to the airline, causing the airline to deny the claim. We called the airline repeatedly and were told, yes, we were entitled to a refund. It went on like this with trip for weeks. We finaly gave up and contacted our bank. Trip called us every day demanding we tell the bank to take the charge back off and they would help assist with our issues. They still didn't understand that we missed our entire trip! I will never book off a third party platform, especially Trip.com. I have heard horror stories from other people, but never took it seriously, until it happened to us. They are a money hungry company, with terrible customer service. Trust me, do not book with them!