CTrip is a popular travel agent although as we highlighted some time ago, as with many Chinese travel agencies it comes with some specific quirks. We did a post some time back about some of these quirks.
I have had a couple of experiences of requesting refunds from CTrip’s international site in recent months. In both cases I was impressed by their service.
The first was for a business class one way domestic ticket in China with Shenzhen Airlines. I arrived too late at Shenzhen airport to check in and decided to cancel the ticket. At first, the ticketing staff said that I needed to contact CTrip for a refund. That sounded like a lot of effort and I asked again whether they were unable to help me. They were able to give me a cash refund minus around a ten per cent fee, on the spot.
More recently I had a one way economy class ticket booked from Beijing to London with Viet Nam Airlines. This was a cheap economy ticket and so I was surprised to see that of the $2,818 cost, it was refundable minus a fee of c. $350 up to twenty four hours before travel and refundable within the day of travel for a fee of around $400.
I found that as the website recognised no bookings held against my details, the easiest way to request a refund was to use the “Manage my Booking” link in the confirmation email. I did this several days before the travel date and cancelling the booking was fast and easy. The money minus the cancellation fee was credited to the card I had used to pay and showed up in my account within a couple of days.
Compared to the likes of my poor refund experience with Expedia, CTrip’s refund policy was attractive and easy to use.