Trip.com, a leading international one-stop travel service provider, recently marked the official opening of its expanded Malaysia Customer Support Center – a major milestone in its mission to elevate travel experiences for millions of travellers worldwide.
As artificial intelligence continues to reshape the travel industry – from AI-powered recommendations to instant translation tools and real-time assistance – Trip.com believes true service excellence comes from blending innovation with human expertise.
With approximately 16,000 representatives across 16 support centers worldwide, Trip.com Group’s global customer service network underscores this approach, delivering 24/7 multilingual customer support where the majority of calls and chats related to flights and hotels are answered within 30 seconds. This world-class infrastructure ensures that travellers always have access to reliable, efficient, and empathetic support at every stage of their journey.
Local Excellence Driving Global Growth
Since its establishment in 2023, the Malaysia Customer Support Center saw 10x growth in just two years, cementing its role as a strategic hub within Trip.com’s global operations. The center now supports a wide spectrum of Trip.com products, serving as a critical pillar in the platform’s regional growth.
“Automation enhances speed and efficiency, but at Trip.com we never lose sight of the human touch,” said Arvin Singh, Senior Service Manager at Trip.com Malaysia. “As a fully Malaysian team, we have the expertise – from local languages to cultural nuances – needed to better understand our customers and their needs. By combining this with cutting-edge technology, we’re able to provide personalised, effective solutions and help our customers feel truly supported.”
Trip.com Customer Service Highlights
- 90% of customer after-sales requests received responses within 30 minutes to 1 hour, reflecting Trip.com’s commitment to prioritising user concerns
- More than 85% incidents successfully resolved on first attempt
- Trustpilot rating stands at 4.4/5, demonstrating strong customer trust
Stephane Thong, General Manager of Trip.com Malaysia, said, “Malaysia and Southeast Asia are among our most important markets, contributing to the company’s steady growth performance. Expanding our customer service operations here reflects our long-term vision of making Malaysia a hub not only for customer support, but in driving travel innovation, talent development, and collaboration with local industry partners. We see tremendous potential in strengthening the local tourism ecosystem, attracting more international visitors, and ensuring that every traveller who engages with Trip.com enjoys a seamless and memorable journey.”
She added, “With Visit Malaysia Year 2026 just around the corner, Trip.com remains strongly committed to supporting the country’s tourism ambitions. Through our platform, we aim to amplify Malaysia’s visibility on the global stage and enhance the travel experience for all.”
Trip.com Group’s customer-first philosophy has powered its growth over the past 25 years, driving its approach to balance continuous innovation with genuine human empathy. The expansion of the Malaysia Customer Support Center is part of the Group’s global growth strategy, reinforcing the company’s commitment to set the benchmark for travel service excellence in Southeast Asian and beyond.
