Trip.Com
Trip.com is a global online travel agency that provides booking services for flights, hotels, trains, car rentals, and tours to leisure and business travelers worldwide. The company operates a web and mobile platform that aggregates travel inventory, offers trip planning tools, and earns revenue through commissions, service fees, and ancillary travel products. It primarily serves consumers and small businesses seeking international and domestic travel arrangements, with a strong presence in Asia and growing global coverage.
- Revenue
- $6.0B
- Employees
- 9,000
- Founded
- 2017
- Headquarters
- Shanghai, China
What 9 Arbolus experts think of Trip.Com
NPS responses are generally positive, with most scores between 7 and 10. Renewal intention is highest among high spenders and long-term users, though some are not sure and cite pricing and support as factors. The majority of experts are in the MoreThan1Year implementation stage, signaling product stickiness. Key feedback themes include broad travel inventory, user-friendly experience, and need for better pricing flexibility and support consistency. Overall Customer Sentiment: Positive
Who reviewed Trip.Com
- C-Suite 62% (6)
- Director 12% (1)
- Manager 25% (2)
Employer names and spend open in the full report, along with the other 6 customers.
Everything 9 customers told us about Trip.Com.
Employer names, spend, renewal intent and every written answer behind the numbers on this page.
Sentiment
66 Net Promoter Score, from 9 scored reviews- Promoters 6
- Passives 3
- Detractors 0
Cumulative NPS by month
-1 over 5 months- Jun 10
- Jul 9
- Aug 9
- Sep 8
- Oct 9
Net Promoter Score across 2 reviews, accumulated up to each month. Category median 63 across 2 companies.
Praised
- Flexible Booking Policies
- AI-Driven Personalization
- Loyalty and Benefit Expansion
- Wide Selection and Comparison
Criticised
- Cancellation Complexity
- Variable Customer Support
- Pricing Not Always Lowest
- Emergence of AI-Driven Assistants
What customers say
Renewal intent
Plan to renew 67%Plan to renew, by seniority
- 67% 3 answers
- 8/10 Average score from customers who will renew
- 8/10 Average score from undecided customers
Top alternatives
Most weighed by Trip.Com customers
Report
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