Trip.com Achieves Dual Honors for Outstanding Customer Service

Trip.com has received significant recognition at the 2025 International Customer Relations Excellence (CRE) Awards, securing wins in both the Contact Centre of the Year and Global Support Services of the Year categories. This prestigious accolade, presented by the Asia Pacific Customer Service Consortium, underscores the travel service provider’s commitment to delivering exceptional customer service on a global scale.

The travel industry continues to experience a surge in demand for personalized and efficient support, and Trip.com’s customer service teams have risen to this challenge. With a remarkable customer satisfaction rate approaching 90% across more than 16 international support centres, the company is well-positioned to meet the needs of its diverse clientele. Trip.com boasts a strong Trustpilot rating of 4.4, reflecting its customer-first ethos that drives ongoing innovation and operational excellence.

Grace Ding, Head of Customer Service at Trip.com, expressed gratitude for the awards, stating, “We are honoured to receive the Contact Centre of the Year and Global Support Services of the Year awards, which recognise our relentless pursuit of service excellence.” She highlighted the dedication of the company’s customer service teams, who provide 24/7 multilingual support and heartfelt care to travellers around the clock. Ding emphasized that every interaction reflects Trip.com’s commitment to creating the best travel experience.

Innovative Approaches to Customer Support

Trip.com is leveraging advanced technology to enhance service efficiency, allowing its teams to focus more on delivering value-driven customer experiences. The integration of enhanced AI capabilities this year has streamlined customer service operations, resulting in more intuitive interactions and quicker resolutions. This technological advancement aligns with the company’s mission to make travel as effortless and enjoyable as possible.

Customers can now access support seamlessly through various channels, including the Trip.com app, live chat, and phone. AI-powered operational tools enable Trip.com representatives to concentrate on providing personalized and thoughtful service, which sets the brand apart in customer experience.

The company operates an extensive customer care network that spans 16 locations worldwide, ensuring 24/7 multilingual support. Trip.com’s commitment to service excellence is reflected in its rapid response times, with calls typically answered within 30 seconds. Additionally, the Global Travel SOS service has been upgraded to cover 77 countries, offering critical support for medical emergencies, translation assistance, and guidance on lost baggage.

Commitment to Service Excellence

With an average SOS response time of just 40 seconds, travellers can feel confident knowing expert help is readily available. Trip.com continues to set the benchmark for travel customer service by blending cutting-edge technology with genuine human care. The dual recognition at the 2025 CRE Awards reinforces the company’s leadership and its unwavering commitment to prioritizing travellers in every interaction.

Trip.com is recognized as an international one-stop travel service provider, available in 24 languages across 39 countries and regions, offering over 1.5 million hotels and flights from more than 640 airlines. The company also provides access to over 200,000 attraction and tour products, covering 3,400 airports in 220 countries and regions. With world-class 24/7 multilingual customer service, Trip.com remains dedicated to creating the best travel experience for its millions of customers globally. To book your next trip, visit trip.com.