u/Altruistic-Trip541

I booked a flight through Trip.com and had to rebook more than 24 hours before departure. When I completed the rebooking and paid AUD $910, their app clearly showed I would receive AUD $840 back. I have a screenshot of this confirmation. Five minutes later their system automatically cancelled my refund in the background without showing me any warning or notification — something they have since admitted in writing in their own emails.

After weeks of back and forth they keep changing their story. First they said I cancelled the refund myself, then they admitted their system did it but claimed it wasn't an error, then they said a disclaimer was shown to me — which directly contradicts their earlier admission that no warning was displayed. One of their customer service reps even admitted over the phone that it was a mistake on their end. Now they're threatening account restrictions and booking cancellations if I proceed with a chargeback — which I'm pretty sure isn't legal.

I'm based in Perth and I'm planning to lodge a chargeback through Westpac this weekend and file a complaint with the ACCC. Has anyone successfully done a chargeback against Trip.com before? Did it work? And is it worth going to the ACCC given they're threatening me for exercising my consumer rights? Any advice would be appreciated.

I booked a flight through Trip.com and had to rebook more than 24 hours before departure. When I completed the rebooking and paid AUD $910, their app clearly showed I would receive AUD $840 back. I have a screenshot of this confirmation. Five minutes later their system automatically cancelled my refund in the background without showing me any warning or notification — something they have since admitted in writing in their own emails.

After weeks of back and forth they keep changing their story. First they said I cancelled the refund myself, then they admitted their system did it but claimed it wasn't an error, then they said a disclaimer was shown to me — which directly contradicts their earlier admission that no warning was displayed. One of their customer service reps even admitted over the phone that it was a mistake on their end. Now they're threatening account restrictions and booking cancellations if I proceed with a chargeback — which I'm pretty sure isn't legal.

I'm based in Perth and I'm planning to lodge a chargeback through Westpac this weekend and file a complaint with the ACCC. Has anyone successfully done a chargeback against Trip.com before? Did it work? And is it worth going to the ACCC given they're threatening me for exercising my consumer rights? Any advice would be appreciated.

I booked a flight through Trip.com and had to rebook more than 24 hours before departure. When I completed the rebooking and paid AUD $910, their app clearly showed I would receive AUD $840 back. I have a screenshot of this confirmation. Five minutes later their system automatically cancelled my refund in the background without showing me any warning or notification — something they have since admitted in writing in their own emails.

After weeks of back and forth they keep changing their story. First they said I cancelled the refund myself, then they admitted their system did it but claimed it wasn't an error, then they said a disclaimer was shown to me — which directly contradicts their earlier admission that no warning was displayed. One of their customer service reps even admitted over the phone that it was a mistake on their end. Now they're threatening account restrictions and booking cancellations if I proceed with a chargeback — which I'm pretty sure isn't legal.

I'm based in Perth and I'm planning to lodge a chargeback through Westpac this weekend and file a complaint with the ACCC. Has anyone successfully done a chargeback against Trip.com before? Did it work? And is it worth going to the ACCC given they're threatening me for exercising my consumer rights? Any advice would be appreciated.