In recent days, Ctrip has identified an issue where some users were being prompted with related products when booking tickets. In response, the company quickly made adjustments to its ticketing system and introduced a new "Standard Booking" option. This allows customers to review and cancel any additional services at any time.
For example, when booking a China Eastern Airlines flight MU9107 to Beijing on October 11th, users who access the Ctrip app's ticket page will now see two options: one for fast booking and another for standard booking. The standard option ensures that no extra services are pre-selected by default.
Upon entering the standard booking page, all insurance products, transfer tickets, and VIP lounge options are not automatically checked. Customers can choose to add them based on their personal needs. Similarly, on the business class booking page, no optional products are selected by default. However, if customers wish to purchase additional services like insurance or airport transfers, they can still find and select them manually.
As consumer preferences continue to evolve, Ctrip has positioned itself as a comprehensive travel platform, catering to a wide range of user needs. To better serve its customers, Ctrip has introduced several value-added products, such as VIP lounges, which are typically worth around 200 RMB but are now available for just 28 RMB through the Ctrip platform.
On the official booking page, users can also uncheck any added services. If no extra options are selected, the final price will only include the base airfare plus the aircraft construction fee—without any additional charges.
Ctrip’s efforts to improve transparency and user control have been widely recognized. A representative from Ctrip stated, “We will continue to focus on customer needs and provide a more convenient and transparent booking experience in the future.â€
According to Cao Lei, director of the China E-commerce Research Center, Ctrip’s response to the issue has had a significant impact on the industry. As a leading player in the online travel sector, Ctrip took swift action to address the concerns, showing a commendable attitude. He believes that Ctrip’s actions will encourage other platforms to follow suit, contributing positively to the overall development of the industry.
It’s clear from these changes that Ctrip is making a strong effort to offer more flexible options for users. Now, customers can actively choose the services they want, greatly improving their overall booking experience. Ctrip’s decision to avoid pre-selecting products reflects a deeper respect for both the market and its users, marking a step forward in continuous improvement and evolution.
Cao Lei also noted that as the market leader, Ctrip naturally faces more scrutiny. Mistakes are inevitable, but how the company handles them matters most. Through timely action, efficient problem-solving, and genuine efforts to correct issues, Ctrip has demonstrated the responsibility of a well-known brand.
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