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Trip.com Refund Guide: How to Cancel Flight and Request for Refund Successfully

By vivomigsgee in Features Travel March 20, 2020

Cancelled flights or change of travel plans due to Covid-19? One thing’s certain, this novel coronavirus is really a scary enemy. And what does it leave us, wanderers? This grueling question: In the face of a pandemic, do you know what it means to be a traveler?

It’s heart-breaking. Transport operations are halted. Local and international borders are closed. Holiday plans are messed up. Now what? With all the necessary preparation and bookings for the trip already paid for in advance like airline tickets, hotel or airbnb accommodation, tour packages, transportation and travel essentials, it’s likely you are dealing with another dilemma. Yes, I’m talking about what travel companies and third party agents are offering to affected customers ~ refunds and other flexibility options. Or lack thereof.

Booking cancellations are inevitable and therefore alternative solutions are provided by various travel-related platforms. Request for refund and other options are not really new to many trip makers, but for some, the process can be confusing and frustrating. Confusing as some airlines and third party travel applications have no clear policy and guidelines on eligibility, complaint process, contact information and consistency of policy implementation among them. Frustrating because, more often than not, you won’t be able to get through successfully due to high volume of requests and the limited number of available channels/hotlines (not to mention some useless chat bots, if you know what I mean ).

I experienced this challenge first hand when my Spring trip to Osaka, Japan on April 10 -14, 2020 is affected by the Enhanced Community Quarantine implemented by both national and local government. I booked four different flights from various travel platforms as follows: Cebu to Manila (Cebu Pacific), Manila to Osaka (Cebu Pacific), Nagoya to Taipei (trip.com), and Taipei to Cebu (AirAsia). And mind you, the level of predicament in requesting for a refund with these companies varies. Good thing, the flexibility options for Cebu Pacific is pro-customer so I didn’t have any problem with it. Here’s a detailed guide as to how I successfully converted my Cebu Pacific flight bookings to travel fund .

As for AirAsia, the only way you can contact them is through the airline’s website’s “Manage my booking” or chat with AVA (AirAsia Virtual Assistant). It’s a disappointing experience, I tell you. Complaints are not fully addressed by AVA and it keeps answering “something went wrong” thereby closing your case unsolved. It gets a lot more interesting as you navigate through the third party platform ~ Trip.com. It was my first time to book for an international flight through trip.com. The airfare cost is relatively cheaper than what is reflected in the airline’s website, at least for this particular flight. There is no clear-cut guide on making a request for cancellation and refund but I tried all the means to communicate my concern thru email, customer support (via website) and social media pages. Guess what, it worked!

1.) Visit trip.com and go to “My bookings” by logging in to your account

Once you are already in the “My Bookings” portal, enter a booking reference number or search using booking date. You can manage your booking by selecting the appropriate flight booking on the list.

2.) Select “Cancel” option and check if ticket eligible for cancellation

Verify first if your ticket is eligible by reviewing the ticket policy on the “Manage My Booking” section on Trip.com website/App or by clicking the blue link in the Passenger Section in your confirmation email. Upon checking, my flight booking is nonrefundable that is why the total refund reflected is zero as the cancellation fee (equal to the ticket cost) applies. To address this issue, I opted to communicate about this via trip.com customer support and asked for the cancellation fee to be waived rather than cancelling it on my own.

3. Click the Service Chat Button at the Lower Right Section of the Page

Talking to a real customer service agent ( non-voice via online help chat ) is an effective mode of communication because concern is addressed faster and appropriate action item is taken into consideration immediately. Here’s a screenshot of our conversation on how I successfully cancelled my flight and requested for a refund from Trip.com, even with these caveats:

• airline did not issue cancellation notice
• international flight is operating as scheduled
• special cases like covid-19 are not recognized as basis for refund as per trip.com ticket policy

4.) Receive an email notification from Trip.com

That moment when you finally got a notification from a third party app that your flight booking has been successfully cancelled and full refund has been processed accordingly, is very comforting! Just trust the process and pray positively for the refund to be credited back to your original mode of payment the soonest.

5.) Verify cancellation and refund request from your trip.com account

Trip.com will issue a ticket cancellation advisory, as follows:

“ We have received a large amount of cancellation requests due to COVID-19, and as a result it is taking us longer than usual to issue refunds. Once we have confirmed your request with the airline/supplier, we will initiate your refund (if any) as soon as possible. Your refund will be returned to your original account of payment. Part or all of your refund may be provided as airline vouchers. The actual time it takes to receive your refund may depend on the airline and on your bank/card issuer. We will do our best to process your request as soon as possible .”

Check the Total Refund amount if the same with the full cost of the ticket. Once your cancellation request and refund amount have been confirmed, trip.com will notify you by email. You can also monitor the progress of your cancellation and refund request in your trip.com account.

There you go trip mates. If you find yourself having the same dilemma as mine, then feel free to refer to the above guide. I’d like to reiterate to trust the process and back your concerns with concrete evidences to support your claims. I am hoping that every customer of trip.com can request for full refund of their cancelled flights successfully. If you have questions or clarifications, just drop a message in the comment section below.

Stay safe and pray for this Covid-19 pandemic to end the soonest so that we can all travel again and make wonderful moments happen.

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Tags: Covid-19 , Flight Cancellation and Rebooking , Refund , Refund from Trip.com , Trip.com , Trip.com Refund Guide

11 Replies to “Trip.com Refund Guide: How to Cancel Flight and Request for Refund Successfully”

Did you receive your refund yet?

I did but the full amount of ticket cost was divided into two: half was refunded in the original mode of payment and half has been reimbursed via a travel voucher as per Airline Policy.

Good to see that they refund very comforting

Trip.com is just a third party platform. They will actually recommend you to contact directly to their brand partner, the original company/service organization you booked with.

Hi! How many days did it take before it was refunded or credited back to your account?

About two months, with constant monitoring and follow-up.

Thanks for the guide, can you please share what was the process of follow up and how long did it take to finally receive your refund? I’ve been trying to reach them since 3 days and its already so painful. Do they stall you on purpose or what?

I think this depends on the airline policy. Better to communicate this formally to someone who is knowledgeable about this. To talk to a customer agent (non-voice via online help chat), just click the service chat button at the lower right section of the page. They will give you an update on your specific concern.

how did you monitor and follow up? thanks

Hi bro I bought my ticket from trip.com from Pakistan to China my flight was at 1st of April affected by Covid 19 did not made it I was charged total 3000 CNY but then trip.com was going to pay me just 700 CNY but I haven’t clicked the cancel button what to do now can I get a full refund please guide me in short

This is something I cannot answer as this depends on the policy of trip.com, the airline and the specific ticket rules as per your booking. Better to communicate this formally to someone who is knowledgeable about this. To talk to a customer agent (non-voice via online help chat), just click the service chat button at the lower right section of the page.

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Where can I see the status of my refund?

You can check your refund status by logging in to "My Bookings", which you can access through the top right corner of our site or by clicking here . 

Log in with your Facebook or Google account, or enter your order number and the email you used when booking.

Once logged in to "My Bookings" you will be able to see the latest information about your refund. Remember to click on “Your refund case info” to expand and see all the information.

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As travel commitments remain in flux, many passengers are canceling or modifying upcoming flights. While most airlines have relaxed cancellation policies, the process can be confusing when modifying flights booked through an online travel agency, or OTA.

When you book with agencies such as Travelocity, Orbitz or Priceline , you essentially agree to both the terms and conditions of the OTA and the airline, and many travelers may feel caught in limbo between both.

Unfortunately, it can be challenging to make changes for nonrefundable flights booked through a third-party agency. Even so, here's our best advice to help you figure out how to get a refund from a travel agency.

Tips to cancel airline tickets booked through an online travel agency

Don’t bother calling.

With an onslaught in call volume and extended hold times, OTAs have sent out a plea for customers to refrain from calling to make changes unless you’re scheduled to fly in the next 72 hours.

Cancel using chat

Agencies like Expedia have implemented a virtual agent who will guide you through the process of canceling your booking and answer other questions.

Cancel online with My Trips

Most agencies have added new options to change or cancel your trip online. Using "Manage My Trip" or a similar option allows you to make hassle-free changes without having to call.

Submit a Cancel Request Form

Some OTAs, like Orbitz, offer the option of filling out an online form to cancel your booking. Simply include your itinerary number, email and phone number to submit. Once the form is completed, you will receive an email confirmation.

Cancel with the airline directly

If contacting your online travel agency is getting you nowhere, try connecting with the airline directly. You can track down the airline record locator number through your confirmation itinerary email. Even if you booked through an OTA, some airlines are able to help you directly.

Keep in mind that if your flight is canceled by the airline, many third-party sites will give you a refund. Orbitz recently posted on Twitter that if an airline cancels your flight, there is no need to call. They will automatically refund the cost of your flight back to the original form of payment.

» Learn more: The pros and cons of booking through online travel agencies

The bottom line

Travel guidelines are still changing, with new policies evolving daily. Therefore, it may be wise to wait until your travel date is approaching to cancel or modify your flight. Make sure to check with your airline and online travel agency for the latest policy developments.

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*For tickets issued for travel originating in Korea, tickets will be refunded to the original form of payment after deducting the cancellation fee. Check your ticket along with the Baggage & Travel Fees page to view any fees that may apply to your Basic Economy ticket depending on your origin city and destination. An eCredit will not be issued if the cancellation fee exceeds the ticket value.

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If there is a flight cancellation or significant delay (>120 minutes), you will be rebooked on an alternative flight, or your ticket will be converted to an eCredit for future travel. However, in some instances, you may be eligible to request a refund* of any unused portion of your non-refundable ticket or for unused trip purchases if you choose not to travel. Please note that most tickets are nonrefundable and not all amenities are refundable; see their individual terms for details. Once submitted, we will do our best to process your request in a timely manner and update you on your refund eligibility.

If we have already canceled your flight, and you would like to request a refund to your original form of payment, please complete the Travel Disruption Refund Request form :

• If we have rebooked you on a new flight or your original flight was significantly delayed (>120 minutes) and you would like to cancel and request a refund, please do so within My Trips

Please note that we are unable to issue refunds for the following:

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If you incurred hotel, transportation and/or meal expenses due to a significant delay or cancellation that was within our control, please submit a reimbursement request.* Once submitted, we will review your request, determine eligibility and update you on the status.

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*Eligibility for refund and reimbursement requests through the Refund or Reimbursement Request form are limited to residents of the U.S. and Canada only, for flight disruptions caused by factors within Delta’s control. For residents of countries other than the U.S. and Canada, or for flights departing from an airport within the European Union, please submit requests through our Comment and Complaint form .

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24-hour risk-free cancellation process.

• Click the ‘Need to Cancel?' button
• Receive a full refund, which will be automatically issued to your original form of payment

Delta will process the refund of your ticket when canceled within 24 hours of purchase, however, some banks or credit card issuers may initiate a hold of funds on your credit or debit card. We encourage you to contact your card issuer for their specific policies.

Cancellation request must be made by midnight of the day after the eTicket is purchased or midnight of the departure date of the first flight, whichever comes first. Cancellation request must be made before travel commences for the first flight. Available only for eTickets purchased at the time of reservation through Delta ticket offices and airport ticket counters, Reservation Sales, or at delta.com.

If you wish to pay for your ticket with cash, you may make the reservation over the phone, which will guarantee the fare for 24 hours. Your ticket must be purchased at a Delta ticketing location by midnight of the following day, or your reservation will be canceled. Once purchased, these tickets will not be eligible for cancellation under the Risk-Free Cancellation policy.

Does not apply to travel agency tickets and bookings, paper tickets, or partially-flown reissued tickets. For SkyMiles Award Tickets, please call Delta Reservations to request cancellation.

For tickets purchased with Miles + Cash option, miles will be re-deposited, and cash will be returned in equivalent miles.

Miscellaneous: Cancellation request does not need to go through the same area in which the eTicket was purchased. For example, if you purchase via Reservations, you can cancel through delta.com.

Fares, offers and rules are subject to change without notice.

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Frequently asked questions.

• Credit/debit card purchases are typically processed within 7 business days and may take up to 2 billing cycles to appear on your statement
• Cash or check purchases are typically processed within 20 business days and will be refunded in the form of a check to the person named as the customer on the ticket

In some cases, you may be eligible for an eCredit instead of a refund depending on the extent of your delay. eCredits will automatically be added to your SkyMiles account and can be redeemed for a future Delta flight using your ticket number.

Note: International refunds may take longer due to local banking procedures.

You can check the refund status  online or if you have questions about the amount refunded you can call:

• 800-847-0578 within the U.S. and Canada
• 404-715-5417 within Atlanta, Georgia or outside of the U.S. and Canada

To request a refund for a refundable or unrestricted eTicket purchased with a credit card, call Delta Reservation Sales at 800-847-0578 within the U.S. or Canada. For all other countries, see worldwide reservations numbers to locate a number in your area.

You can submit your unused flight coupons/paper tickets by mail to the Delta Passenger Refunds Department at the following addresses:

Via U.S. Postal Service Delta Air Lines, Inc. Passenger Refunds P.O. Box 20537 Atlanta, GA 30320-2537

Via Courier Service Delta Air Lines, Inc. Passenger Refunds, 4th Floor 700 South Central Avenue Hapeville, GA 30354

Even if your ticket is not refundable, you might still be able to cancel your itinerary. You have one year from the ticket's original issue date to use the ticket, subject to any applicable waivers that may extend this expiration date reschedule your travel without losing the full value of the ticket (less any applicable change fees).

• For domestic travel, tickets must be reissued and travel completed within one year of the original ticket date, subject to any applicable waivers that may extend this expiration date.
• For international travel, tickets must be reissued to the same or another international destination, and travel must begin within one year of the original ticket date, subject to any applicable waivers that may extend this expiration date.

Exception: The death of the passenger, immediate family member, or traveling companion. In this case, you will be required to forward a copy of the death certificate to the Passenger Refunds Department mailing address.

Note: Customers who purchase Basic Economy (E booking class) will not be able to change or refund their ticket after the Risk-Free Cancellation period.

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When you’ll get your refund

If you’re eligible for a refund , we'll send your refund as soon as you cancel, to the payment method you used when you booked the reservation. Your bank or credit card issuer may take longer to get it to you. It all depends on how you paid, when you paid, and where you live.

How you’ll get your refund

In many cases, you’ll notice both a payment charge and a separate refund amount on your payment method. If you cancel within the first 24 hours after booking, we may not have charged your payment quite yet and only placed a hold on your payment method. In this case, we’ll simply remove the payment hold, which is often an invisible backend process.

Track your credit card refund

You can track your refund a couple of ways. You can go to Trips , select the reservation and then select Track refund . Or you can:

• Click Profile >  Account > Payments & payouts
• Under Payments , click Manage payments
• Select the payment transaction to show Refund status
• Tap Your payments and select the payment transaction to show Refund status
• Tap Menu >  Account > Payments & payouts
• Under Payments , tap Manage payments

Contact your bank if you haven’t received your refund based on the refund timelines below. You’ll find your ARN (Acquirer Reference Number) in Refund status . Your ARN is a unique number that your bank can use to track your refund. Provide this number to your bank, and they can let you know when to expect your refund to deposit in your account.

Refund timelines

• Airbnb for Work credit
• Airbnb gift credit
• Hongbao credit

1 business day

Up to 5 business days

• Sofort Überweisung

5-7 business days

Up to 15 business days

• Major credit cards, including prepaid credit and debit cards
• Other payment methods

Up to 2 credit card statements

• Major credit cards in Brazil only

Note: If your original payment method’s account was closed, the refund sent by Airbnb won’t process. If this happens, you can contact Airbnb to step in and help.

Related articles

What's refunded when you cancel a reservation, tracking refunds and receipts, how you'll get your refund.

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If you wish to refund your ticket, you can cancel your trip and request a refund under “Flight details” in "My bookings".

If you are unable to do so, you can also request a refund using the form below. In this case, your request will be processed manually at our service centres.

The refund will be made using the same payment method that you used.

Terms and conditions for refunds

A complete refund is only possible in the following circumstances:

• Your flight was cancelled without a replacement.
• The scheduled departure time at your departure airport was brought forward by more than an hour or delayed by at least two hours.
• The scheduled arrival time at your destination is delayed by at least two hours.
• The actual departure time was changed on the current day or the following day by more than five hours in the event of short-term flight disruptions.

Partially used tickets will be refunded pro rata.

In other cases, such as voluntary cancellation, travel, or medical restrictions, a refund is subject to certain conditions. We advised you of this when booking. For non-refundable fares, only taxes and fees can be refunded.

Travel agency tickets

For tickets which were booked via a travel agency, we recommend that you contact them. Should you require a faster response or should you have any other reason, please contact us again for processing.

Request ticket refund manually

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Booking cancelled

For tickets which were booked via a travel agency, we recommend that you contact them. If you do not receive a timely response or it seems necessary for other reasons, please contact us again for further processing.  ​ To Service Centre

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More From Forbes

Is travel insurance refundable here’s everything you need to know.

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Sometimes, travel insurance is refundable. Here's when you can get your money back.

Peter Hoagland always checks to see if his travel insurance is refundable. That's because anything can happen between the time you book your vacation and when you leave — and because travel insurance isn't always refundable.

During the pandemic, he discovered that the hard way. He had to cancel a trip and asked for his money back from the insurance company. It refused.

"Since then, I always read the fine print on the policy," he says.

The refundability of travel insurance has always been an open question. Some countries and U.S. states regulate refundability. Travel insurance companies put refundability details in the fine print of the policy. And, as Hoagland found out, there are always exceptions.

Like the pandemic, when refund policies were all over the map. Some insurance companies adhered to their published policies. Others offered a credit that could be reused within a year, which was minimally useful because the pandemic was still happening a year later. Others quietly gave their customers a refund.

Hoagland says he fought for his money. Eventually, he contacted a manager at his travel insurance company.

"That produced a quick result," he says. "I got my money back."

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But let's face it: Getting a refund for travel insurance can be difficult. There are times when insurance is always refundable because it's required by law. There are times when it's sometimes refundable. And there are times when it's almost never refundable. But even then, there may be a way to recover some — or all — of the value of your policy.

Getting a refund for travel insurance can be a challenge

If you have a travel insurance policy and would like to get a refund, it might be easier said than done, say experts.

"While travel insurance is regulated like auto and home insurance, it’s often less standardized," says Stuart Winchester, CEO of Marble, a digital wallet for your insurance. "So first off, it’s important to check the fine print of your specific policy. Don’t assume it’s like the last one you got."

Even when you have something in writing, a refund can require some serious negotiating skills.

"Getting a refund for travel insurance can be complicated and frustrating," says Peter Hamdy, the managing director of a tour operator in Auckland, New Zealand. He's asked for a refund on policies numerous times and says that despite what travel insurance companies may tell you, there are no hard-and-fast rules when it comes to getting a refund on your policy.

"Some situations can warrant a refund," he says. "It depends on your policy."

What does a typical refundability clause look like? For example, the World Explorer Guardian from Insured Nomads notes that it's refundable only during the 10-day review period from the date of delivery or 15 days from the date of delivery if mailed, provided you have not already departed on your trip and you have not incurred any claimable losses during that time. If you depart on your trip before the expiration of the review period, the review period ends and the policy can't be refunded.

"We go a bit further with our World Explorer Travel Medical plans," notes Andrew Jernigan, CEO of Insured Nomads. "If no claims have been filed then we can refund the unused portion of the policy if you cut your trip short.”

When can you get a refund for travel insurance?

Here are the most common cases where travel insurance can be refunded:

• If you cancel during the "free look" period required by the government. Most states require what's called a "free look" period of anywhere from 10 to 14 days. "During this period, travelers can review the purchase and make sure it fits their needs," explains James Nuttall, general manager of Insubuy . "If it does not, they can cancel it for any reason and get a full refund, no questions asked, so long as you haven’t departed yet.
• If you cancel during the travel insurance company grace period. Many insurance companies also have a grace period for refunds (usually, they are the same as the "free look" although some grace periods can be longer). "If you’re outside your grace period, which typically lasts one to two weeks after signing, you’re contractually obliged to pay your premiums," says David Ciccarelli, CEO of the vacation rental site Lake . "Still, it doesn’t hurt to ask your company for a refund or alternative options if you’re outside your grace window. You might not get a yes, but it could lead to some cost savings or better solutions."
• When someone else cancels your trip. "For instance, if your cruise is canceled due to low river tide, you are not at fault and would typically receive a full refund or credit for a future sailing, thus eliminating the need for the travel insurance policy," explains Rhonda Abedsalam vice president of travel insurance for AXA Assistance US.
• If you die. Typically, the policy would be refunded to your next of kin. Generally, you can also ask for a refund if your travel companion dies before your trip.

Remember, it depends on where you buy your insurance

The refundability of your insurance can depend on where you purchased it. Commercial policies bought from a cruise or tour company are generally canceled and refunded if you cancel the trip far enough in advance of your departure date.

"The travel insurance cancellation provisions are generally tied to the cancellation provisions for the cruise or tour," explains Dan Skilken, president of TripInsurance.com . "After you have paid the last deposits on the cruise and are close enough to departure that they will not provide a refund on the cruise, they generally will also not provide a refund on the travel insurance. But if you cancel early enough to get all or most of your deposit back, you will also get your travel insurance premium refunded."

If you’ve purchased retail travel insurance from a third-party provider or comparison website, you can often get a refund if you can show receipts proving that you received a full refund of all trip deposits and have not had any cancellation penalties or taken any travel credits when you canceled your trip.

That's because retail travel insurance is sold for a specific traveler and for a specific trip. If you have proof of a complete refund and have not received travel credits, then you no longer have what's called an "insurable interest" in the trip. The insurance company must cancel and refund your premium in full, says Skilken.

Insider tip: If the insurance company refuses, just tell them you have proof that you no longer have an insurable interest in the trip. You have to have an insurable interest in a trip to own a travel insurance policy.

Your agent may be able to help you get a refund

You may also be able to lean on the agent who sold you the policy. For example, all policies on Squaremouth come with a money-back guarantee.

"The purpose of this benefit is to give travelers extra time to review their policy documentation to be sure it’s the best policy for their coverage needs," says spokeswoman Jenna Hummer. At Squaremouth, the money-back period typically lasts between 10 and 14 days, which is in line with the mandated "free look" period.

However, I have also seen agents negotiate with travel insurance companies for a more generous refund period in case of extenuating circumstances. There's no guarantee that you'll get it, but it's worth asking — and one reason to work with a third party.

Agents can also help you avoid this problem. Susan Sherren, who runs Couture Trips , a travel agency, notes that American Airlines Vacation Packages offers a predeparture protection insurance plan, which allows cancellation for any reason before the outbound departing flight time. Other restrictions apply, she adds.

"More flexibility will often cost you more," she says. "But having the flexibility is a great way to sleep well at night."

Can't get a refund? Look for other kinds of flexibility from your travel insurance company

Even if your travel insurance company says no to a refund, it doesn't necessarily mean you've lost the value of your policy.

"If a travel supplier changes or cancels your trip, you should be able to change your travel insurance policy to match the new dates of your trip or even cover a new trip, sometimes up to two years into the future," says Daniel Durazo, director of external communications at Allianz Partners USA .

Pro tip: Be sure to change the dates of your travel insurance policy before the departure date of your current itinerary. You can do that online or by calling your agent. Once the policy's effective date has passed, making any changes or initiating a refund or credit becomes much more difficult.

Don't forget to do your due diligence

Bottom line: Travel insurance is refundable under certain circumstances. But knowing when can require research.

"It's important for consumers to carefully read their policy upon receipt to understand the specific terms offered by their insurance provider," says Robert Gallagher, president of the US Travel Insurance Association.

The more you know, the likelier you are to get the refund you want when your plans change.

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