Ctrip's Flight Ticket Service Guarantee

  • Price and booking guarantee

    Ctrip promises an unchanged price after payment has been confirmed, and your booking is guaranteed once your ticket has been issued.

    If check-in is prevented due to a fault of Ctrip or a supplier, Ctrip will do everything it can to solve the problem and cover associated costs according to the situation.

  • Post-sale services guarantee

    Ctrip will provide ticket issuance, refund and change services, as well as seat selection by phone and online.

  • Travel warning guarantee

    In the event of natural disasters, Ctrip will warn customers travelling or preparing to travel to best protect their safety, rights and interests.

  • Natural disaster guarantee fund

    A guarantee fund of CNY 100 million has been established to provide relief for travelers during major natural disasters. In the event of an unpredictable natural disaster (which causes an orange or red alert to be issued by the government), Ctrip will provide a refund depending on the extent that the event effects travel.

  • Special circumstances refund guarantee

    If customers are unable to board a flight due to unpredictable and uncontrolled physical conditions (including but not limited to death, pregnancy, fracture and hospitalization), please contact Ctrip at least one day prior to flight departure date and submit original copies of related certificates within one week of applying. Ctrip will try to help guests coordinate ticket refunds. If a loss is incurred in the refund process, Ctrip will cover associated costs after receiving the required certificates. Special circumstances and certificate requirements >

  • Emergency assistance guarantee

    If a customer loses their luggage or has trouble boarding their flight and misses it, Ctrip will provide assistance from 7:00 am to 11:00 pm Beijing time to help guests. English hotline is 4006199999. Ctrip will also try its best to assist you in the case of sudden illness or accident during the travel.

Post-sale services guarantee for Hotel Reservations

  • Customer-oriented guarantee policy

    Ctrip enables hassle free journeys for our customers with competitive pricing and a considerate compensation policy.Compensation will be provided by Ctrip if the room you’ve booked is unavailable upon check-in. Ctrip guarantees that the price you see is the price you will pay. More details >

  • Broad range of hotels

    As China's largest hotel reservation platform, Ctrip partners with about 800,000 hotels in over 200 countries and regions.Our offerings cover high and medium grade hotels, budget hotels, inns, apartments, bed & breakfasts and youth hostels.

  • Easily make and manage bookings

    Customers can book, change and cancel orders easily via our app, website or call center.Extended stays and other requests can be handled by our customer service staff at 400 619 9999 from 7:00 – 23:00 Beijing time.

  • Secure payment guarantee

    Ctrip’s comprehensive risk control system guarantees secure transmission of your data throughout the entire payment process.

  • Millions of authentic reviews

    Ctrip has around 30,000,000 reviews from business people, leisure travelers and professional tour partners covering hotel transport, environment, food, facilities, services, etc. Our comprehensive reviews can easily help you make a decision.

Terms and Conditions (Flight):

  1. Please contact Ctrip immediately if you have any problems. If you make your own arrangement without contacting Ctrip or taking solutions provided by Ctrip, you waive your right to compensation.
  2. "Price and booking guarantee" is not applicable under the following conditions:
    • Ticket are not issued as a result of unsuccessful payment;
    • Any conditions not causing a change from the original flight schedule;
    • Failure to board a flight at the fault of the customer;
    • Failure to board due to any conditions not caused by Ctrip. This includes airline delays or cancellations, an issue with the airport, force majeure, etc.

Terms and Conditions (Hotel):

  1. Please call Ctrip immediately if you arrive at the hotel but find no room available. If you do not contact Ctrip to find another hotel, you forfeit utilizing Ctrip’s "Room Availability Guarantee" service.
  2. The "Room Availability Guarantee" service is not applicable under the following conditions:
    • Failure to arrive at hotel on time
    • Check-in date, room type or other items changed without confirmation from Ctrip
    • Ctrip or the hotel has already offered a free upgrade to another room greater than or equal to the original quality of the booking
    • No show or failure to provide real and effective check-in documentation, or guest name(s), city and date do not match with those in the original booking
    • No show due to force majeure (such as natural disasters, government action, etc.)
    • Your booking has not been confirmed by Ctrip upon check-in
    • Your payment failed (prepaid bookings only)

Special circumstances and certificate requirements

Traveler Emergency Certificate Requirements
Self Death Death certificate
Hospitalization Present medical certificate/record, hospitalization certificate (hospitalization period must overlap with travel period), charge certificate and "inadvisable for travel" certificate issued by a doctor in a Grade 3 Class 1 hospital within Mainland China

Note: "Special circumstances refund guarantee" is not applicable for existing illness or chronic diseases

Fracture Present medical certificate/record, "inadvisable for travel" certificate and charge certificate (of over CNY 100) from a Grade 3 Class 1 hospital within Mainland China
Pregnancy Present medical certificate/record, "inadvisable for travel" certificate and charge certificate (of over CNY 100) from a Grade 3 Class 1 hospital within Mainland China

Note: "Special circumstances refund guarantee" only covers pregnancy discovered after a flight is booked

Parent, child or spouse Death

Death certificate

Proof of direct relationship with the deceased

Note: "Special circumstances refund guarantee" is not applicable for existing illness or chronic diseases

Traveler Self
Emergency Certificate Requirements
Death Death certificate
Hospitalization Present medical certificate/record, hospitalization certificate (hospitalization period must overlap with travel period), charge certificate and "inadvisable for travel" certificate issued by a doctor in a Grade 3 Class 1 hospital within Mainland China
Fracture Present medical certificate/record, "inadvisable for travel" certificate and charge certificate (of over CNY 100) from a Grade 3 Class 1 hospital within Mainland China
Pregnancy Present medical certificate/record, "inadvisable for travel" certificate and charge certificate (of over CNY 100) from a Grade 3 Class 1 hospital within Mainland China

Note: "Special circumstances refund guarantee" only covers pregnancy discovered after a flight is booked

Traveler Parent, child or spouse
Emergency Certificate Requirements
Death

Death certificate

Proof of direct relationship with the deceased

Note: "Special circumstances refund guarantee" is not applicable for existing illness or chronic diseases

* Original copies of all materials are required

* In the event of an emergency, please contact Ctrip as soon as possible. Overdue applications will not be considered. Conditions of acceptance are subject to the publicized terms and conditions at the time of application. Ctrip reserves the right to revise the conditions without further notice.

If the room you booked is unavailable upon check in, Ctrip will cover associated costs up to the price of your first

Step 1: Call Ctrip If your booking has been confirmed by Ctrip but there is no room available upon your arrival at the appointed time, please call us immediately on 400 619 9999 from 7:00-23:00.
Step 2: Coordination Ctrip will coordinate with the hotel to arrange a room of the same quality or higher than that of your original booking. Ctrip will cover associated costs up to the price of your first night’s stay. If there is no room available in the hotel, Ctrip will book a nearby similar hotel for you and cover associated costs up to the price of your first night’s stay.
Step 3: Compensation Ctrip will investigate all incidents and contact you about compensation within 1 working day of your check-out date. Please retain your invoice and bill.

If there is a price change after the booking confirmation, Ctrip will cover associated costs up to the price of your first night’s stay.

Step 1: Coordination If Ctrip has confirmed your booking but the hotel cannot arrange a room before your arrival, we will inform you immediately and coordinate with the hotel to arrange a room of the same quality or higher than that of your booking. Ctrip will cover the price difference up to a maximum of the room rate of the first night of the original booking. If there is no room available in the hotel you booked with, Ctrip will book a nearby similar hotel for you and pay the price difference up to a maximum of the room rate of the first night of the original booking.
Step 2: Compensation Ctrip will investigate all incidents and contact you about compensation within 1 working day of your check-out date. Please retain your invoice and bill.