Elio

They want to present themselves as leaders in AI, yet their customer support and account‑management system are straight out of the Neanderthal era. Truly incomprehensible. They even manage to make subscribing to their paid plans impossible.

While Europcar was busy turning a simple car rental into a surreal play — wrong car category, a remote that didn’t work, and a replacement process that felt like a small pilgrimage — Trip.com stepped in like the competent adult in the room.
They immediately understood the issue, recognised the inconsistency, and resolved everything with clarity and professionalism. No drama, no excuses, no endless back‑and‑forth. Just efficient, intelligent customer care.
After days of confusion and contradictory messages from Europcar, Trip.com was a breath of fresh air. They handled the situation with respect, speed, and a level of competence that makes all the difference.
A reminder that the real gap between one service and another isn’t the problem itself — it’s the quality of how you handle it.

Renting with Europcar felt like taking part in a theatre of the absurd: I book one category, they give me another; the remote doesn’t work; and to replace the car they send me on a Foligno–Perugia–Malpensa tour worthy of a pilgrimage. Only halfway through the rental do I finally get a car that can actually be locked.
At the end of November, I discover a “creative” attempt to charge me €62.50: a fee for picking up the replacement car at one of their “premium” branches. Essentially, an extra charge for solving a problem they themselves caused.
I contact Trip.com: they understand everything in five minutes, apologise, and refund me the amount—even though they had absolutely no responsibility.
I contact Europcar: they ignore the dispute and keep sending reminders, despite the fact that I already offered to forward them the money refunded by Trip.com… provided they cover the bank transfer fees. A request that, apparently, is their personal Everest.
In short:
Trip.com excellent. Europcar… only for those who enjoy the theatre of the absurd.

Potremmo definirli una barzelletta ma arrivare in Italia dopo un lungo viaggio ed essere abbandonati il 25 dicembre da Airfrance (loro degni compari) in mano a questi signori non fa molto ridere. Dopo 4 giorni i miei bagagli ancora non risultano consegnati, ricevo una mail in cui mi dicono che il corriere non è riuscito a fare la consegna (non sarebbe stato in grado di individuare un supermeraco di 600 mq aperto con orario continuato al centro di una piccola città) e quindi ora mi devo fare 5 ore di macchina tra andata e ritorono per recuperare il mio bagaglio perche loro non consegneranno. Avaipartner e Air France sono un matrimonio perfetto per rovinare le vacanze con l'aggravante che almeno Air france in futuro potrò evitarla questi c'è il caso che te li ritrovi pure di nuovo in mezzo.

I flew from Hong Kong to Italy on December 25th, with a layover in Paris, traveling with Air France. Upon arrival in Rome, I received an SMS informing me that my luggage had been left behind in Paris. Fine—these things happen. But what truly defines a company is how it handles problems, not just how it performs when everything goes smoothly.

And here, Air France failed miserably.

At the airport, there was zero assistance. No staff, no support, no contact number. We were simply abandoned on Christmas Day in Italy, without luggage and without help. Since then, it’s been a nightmare of automated chat replies and absurd emails. They claim they attempted delivery but couldn’t find us—despite the fact that I had provided the address of a friend’s supermarket, open all day and fully available to receive the bags.

It’s now December 28th. Still no luggage. And now they’ve sent an email telling us to go pick up the bags ourselves at the airport in Rome. That’s a 300 km round trip—for their mistake.

This is not just poor service. It’s a complete farce. Even a low-cost airline would be ashamed to treat customers this way. Air France should be held accountable for this disgraceful handling of a simple baggage issue. Never again.

Servizio veramente deludente. Aperta per gestire i rimborsi spesa della mia azienda dopo 2 anni senza alcun motivo hanno bloccato L’accredito dei fondi (stesso bonifico, stesso importo stesso emittente dei due anni passati).
Soldi ad oggi spariti nel nulla un servizio clienti che parla di bonifici da 7.000 quando sono solo 700...... un caos. Per me sono poco seri e sicuramente poco professionali. Appena vengo a capo dei soldi “dispersi” chiuderò il servizio