Disappointed with customer service despite loyalty I’ve been using Trip.com for years and even reached Diamond membership, but my last booking left me frustrated. On the first day of my booking I asked customer service if I could cancel for a full refund. They said no, but promised I could change the passenger name instead. I trusted that. Later, they suddenly pointed to their terms and conditions and refused to help. Yesterday they said they’d find me a better solution, today they completely changed their position. It feels like misleading information and poor service. I gave 3 stars only because the platform is easy to use and prices are often competitive, but the customer support cannot be trusted.