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I am happy with the support I eventually received from trip.com. I was fully refunded the costs for my insurance and my travel dates were changed. I was even extended a "good will" gesture for my taxi trip between airports. Thank you Trip.com.
Nonetheless, I am going back to booking straight with the airlines, even if I have to pay extra. It took almost one month to reach a solution - In short, the amount of time I wasted on the phone repeating myself and been told the same thing and the amount of emails I sent regarding this issue made it a full time work for that month. The frustration was such that I am not going to be a repeat customer. However, Thank you.
I have been trying for the last 3 weeks to change my flexible travel dates ticket with trip.com. It has been a mixture of contradicting statements from the customer service. First they could not find the felxible dates travel on my ticket and when they finally found it, I was told I do not have to pay and they do not understand why I got a payment link for the date change. It took me 3 weeks to get trip.com to acknowledge that I have a "flexible travel dates" ticket. When I called today again and I was told that "flexible travel dates" does not mean you can change the dates on your ticket voluntarily - it only covers situation where there is a problem with the airline you are travelling with. Hence, with my "flexible dates ticket" I still have to pay all the costs relating to the changes. This is really frustrating as I might be stranded abroad. I bought the extra package because I needed the security to be able to change my travel dates. Anyone with similar experience?
Update
I received an email on Monday that the matter will be looked into, however it is now Sunday and I am yet to hear from Trip.com.
Below is the conditions of the Trip.com Flexible Travel dates "add on" that I purchased.
Trip.com extra charges for date change:
Fare difference：€ 377,79* 1
Change fee：€ 252,07* 1
Trip.com fee ：€ 93,05
Totaal：€ 536,81
Dear Maureen E.,
Thank you for bringing this to our attention. We are genuinely sorry for the inconvenience in the change request. We would love to check your concern.
Please follow the below steps for further assistance.
1. Kindly provide us with your detailed concern, booking number, passenger/guest name, and reserved email during the booking at en_servicemanager@trip.com
2. Please include a specific indicator in your email subject line: {Sitejabber}Thank you for your cooperation and understanding.
We look forward to your information.
Best regards,
Eugenia
Trip.com
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Dear Maureen E.,
Thank you for sharing your experience with us. We are glad to hear that you eventually received the support you needed from Trip.com, including a full refund for your insurance costs, and changes to your travel dates.
We understand your frustration with the time it took to reach a solution and the amount of effort you had to put in. We apologize for any inconvenience caused during this process. Your feedback motivates us to continue our best practices and exceed our customer's expectations.
If you have any further concerns or questions, please don't hesitate to let us know. Thank you again for your feedback and for choosing Trip.com.
Best regards,
Lucia
Trip.com