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Analysis of Passenger Complaints Regarding Airline Tickets Purchased Through the Trip.com Platform: The Sikayetvar.com Example

Aykut Pajo

Published 2026 in Journal of Aviation

ABSTRACT

In recent years, there has been an increase in the number of online travel agencies. Online travel agencies generally provide services through websites and applications. China-based Trip.com is an online travel agency that has been operating in many countries in recent years. As with many online travel agencies, there may be customer complaints about the services offered by Trip.com from time to time. The purpose of this study is to determine what types of complaints Trip.com has received regarding the airline tickets it has sold. To this end, comments made on sikayetvar.com between 2022, and 2025, regarding Trip.com were examined. The complaints identified were analysed using content analysis. The data obtained was grouped under themes and presented in tabular form. The research found that 109 different complaints were made about Trip.com, 3.67% of which were resolved, while 96.33% are still awaiting resolution. Within the scope of the research, 8 themes were created: complaints related to tickets, complaints related to information, complaints related to credit cards, complaints related to baggage, complaints related to ticket reservations, complaints related to flight changes, complaints related to customer service, and other complaints. It was found that the most complaints were about the non-refund of ticket cancellation fees and the rejection of cancellation requests. These research results are important in that they reveal the problems experienced by passengers who purchase airline tickets from Trip.com. The research results are expected to contribute to the efforts of Trip.com and other representatives of the industry to resolve these issues.

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