Trip.com - Failure to honour flight travel credit

Mar 25, 2022

Nettieb44-of Edinburgh, GB

In December 2021, I booked a flight via Trip.com – Alicante-Dubai, British Airways (business class). As the omicron variant began to take hold around the world, I called Trip.com to share my concerns about travelling as my husband is living with cancer and therefore immune-compromised. I was advised by Trip.com that I could cancel my travel and be issued with flight credit to be used for future travel. I received email confirmation that the flight credit was available to use by 31 August 2022. I am now trying to re-book the travel and being told by Trip.com that I cannot use my flight credit as the airway has changed their policy. However, on British Airways webpage, it clearly states that flight credit can be used up to 30th September 2023. If there were any policy changes, a flag-ship airline would be legally obligated to give substantial notice to customers - not 3 months as Trip.com expect me to believe. I have contacted the Customer Service of Trip.com who agree that the credit voucher is valid but when it comes to re-book, it is declined – I have now tried three times to re-book and all attempts have been declined by Trip.com. I now feel that I have been given mis-information, inaccurate advice and mistruths. Excuses from Trip.com are beyond belief and they are unwilling to honour an email, sent by them, that clearly indicates my travel credit.