My complaint:
Dear Sir/Madam,
I hope this message finds you well, though I must express my profound disappointment with the unprofessional service I experienced from Trip.com.
Despite my predicament regarding a canceled flight from Colombo to Kuala Lumpur, your email response, devoid of any apology, was nothing short of a mockery. Offering a mere 4300 trip coins demonstrated a lack of understanding of the gravity of the situation.
When I received a notification from Sri Lankan Airlines on Sunday morning (local Dubai time) about the flight cancellation, I ly contacted Trip.com for assistance. Shockingly, Trip.com repeatedly insisted the flight was normal, even after being informed by the airline. This misinformation could have led to a significant disruption in my travel plans.
At around 6 pm Dubai local time, Trip.com finally acknowledged the cancellation, leaving me in a frantic rush to resolve the situation. Despite my urgent request for a flight change, Trip.com failed to it ly, jeopardizing my Dubai-Colombo flight scheduled for 11:10 pm local time.
Your constant reassurances of a reply within a specified number of hours were both unhelpful and exasperating. Faced with the risk of missing my flight, I took matters into my own hands and rushed to the airport at 9:30 pm. Fortunately, with the assistance of SriLankan Airlines, I secured an alternative flight at no extra cost.
Put yourself in the shoes of a customer facing such unprofessionalism and poor service. Waiting for Trip.com’s ation could have resulted in missing my initial flight and being stranded in Dubai without an alternative. This experience is utterly unacceptable.
I implore you to reconsider your response and address this matter with the urgency it deserves. Failing to do so will force me to escalate this issue to your upper management and share my disheartening experience with Trip.com on social media. The public deserves to be aware of the poor service they might encounter.
Let the facts speak for themselves.
Suggested solution:
Immediate apology offered by their senior management
