Ahead of the 2026 International Consumer Rights Day, efforts are being made to boost consumer confidence and enhance the protection of consumer rights. As part of these initiatives, a consumer rights campaign has been launched focusing on issues in the service industry.

Statistics from a consumer complaint platform show that, as of the end of 2025, cumulative complaints against Trip.com Group Limited had surpassed 124,000. A significant number of these complaints center on the company's ticket sales process, where users report being charged for hidden services through pre-selected options. Additional grievances include unclear and excessively high fees for flight and train ticket changes or cancellations, as well as delayed and unresponsive customer service when disputes arise. These issues have raised widespread concerns about the platform's adherence to honest business practices and fair transaction principles.

Consumers have reported that when booking flight or train tickets through Trip.com's app or mini-program, various add-on services are automatically selected on the payment page without clear notification, leading to unauthorized deductions.

Complaints also highlight the lack of transparency in Trip.com's change and cancellation policies.

In cases of serious issues, such as flight cancellations by airlines, users have criticized the platform for slow response times and attempts to shift responsibility, resulting in financial losses for customers.

Public information indicates that Trip.com Group Limited is a comprehensive travel service company in China, offering a full range of travel-related services including hotel reservations, flight bookings, and vacation packages. Under Chinese consumer protection laws, businesses are required to provide accurate and comprehensive information about the quality, performance, and terms of their services, and are prohibited from using misleading宣传 or unfair standard terms that limit consumer rights or reduce their own liabilities. A newly revised tourism complaint handling procedure took effect on March 15, 2026, further clarifying the responsibilities of travel service providers and the channels available for consumer redress. Given the volume of complaints related to bundled sales, opaque rules, and inadequate after-sales support, Trip.com, as a leading platform in the industry, has a responsibility to review its business processes and ensure the protection of consumers' rights to information, choice, and fair transactions.