Trip.com a rapidly growing global online travel agency, is proud to announce the launch of their 2021 Customer Service Pledge, available to read in multiple languages. Through this challenging period for the travel industry, Trip.com, an online travel agency owned by Trip.com Group, has been committed to exceeding customer satisfaction by offering the best possible service and experience to its users. The pledge is made up of six key pillars:
1. Making travel effortless
Trip.com has been committed to providing the best possible service and experience for all users since their inception. Trip.com’s robust customer services team ensures top quality assistance is delivered to all its users. Its professional and passionate customer support advisors interact with thousands of users, ensuring that their questions and concerns are prioritised. This user-centric attitude isn’t just a mind-set but something that Trip.com’s users can feel each time they interact with the customer service team.
2. Guaranteed bookings
Another important pillar of Trip.com’s customer service is the ability to guarantee their travellers’ bookings once payment has been finalised. If a customer is faced with a problem while dealing with one of Trip.com’s partners, the customer service team will act quickly to help handle the issue and find a solution.
3. Assistance provided by phone, chat or email
To ensure the right level of support is offered, Trip.com’s customers have the choice of contacting a customer service team member through email, phone or chat, making it easy to get in touch and receive a timely reply. Trip.com is working towards being the best travel companion for its customers by making all interactions user-friendly. For customers travelling abroad and needing some assistance, Trip.com also developed a ‘Free in-app call’ function through the app.
4. 24/7 support
Trip.com offers 24/7 support, allowing the platform’s users to reach a member of the dedicated customer services team at all times. Whether a customer is denied boarding at the airport because a letter is missing in their name, or arrives at the airport to find out their flight has been cancelled, the dedicated team offers helpful support and solutions in many different languages including English, Cantonese, Japanese and Korean.
5. No waiting
Trip.com prides itself on offering an efficient service and does not believe in making customers wait in queues to be connected to a member of the team. Some issues can be solved when they are reported and handled quickly and the team is on hand to help as swiftly as possible.