Trip.com, a leading international one-stop travel service provider, recently celebrated the official opening of its expanded Malaysia Customer Support Center, marking a significant milestone in its mission to enhance travel experiences for millions of travelers worldwide.
As artificial intelligence continues to transform the travel industry with innovations such as AI-powered recommendations, instant translation tools, and real-time assistance, Trip.com believes that true service excellence comes from blending technological innovation with human expertise. With around 16,000 representatives across 16 support centers worldwide, Trip.com Group’s global customer service network reflects this philosophy by delivering 24/7 multilingual assistance. The majority of calls and chats related to flights and hotels are answered within 30 seconds, ensuring travelers always receive reliable, efficient, and empathetic support throughout their journey.
Since its establishment in 2023, the Malaysia Customer Support Center has achieved tenfold growth in just two years, cementing its position as a strategic hub within Trip.com’s global operations. The center now supports a wide range of Trip.com products and plays a vital role in driving the company’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, to better understand our customers and their needs. By combining this with cutting-edge technology, we are able to provide personalized and effective solutions that ensure our customers feel truly supported.”
Trip.com’s strong service culture is reflected in its performance, with the majority of customer requests after sales receiving responses within 30 minutes to one hour. More than 85 percent of issues are successfully resolved on the first attempt, and the platform currently holds a Trustpilot rating of 4.4 out of 5, highlighting the trust and confidence customers place in its services.
Stephane Thong, General Manager of Trip.com Malaysia, emphasized the importance of the local market to the company’s overall strategy. “Malaysia and Southeast Asia are among our most important markets, contributing significantly to Trip.com’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 also for 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 traveler who engages with Trip.com enjoys a seamless and memorable journey.”
She added that with Visit Malaysia Year 2026 approaching, Trip.com is committed to supporting the country’s tourism goals. By leveraging its platform, the company aims to increase Malaysia’s visibility on the global stage and provide enhanced travel experiences for all.
Trip.com Group’s customer-first philosophy has powered its growth over the past 25 years, balancing innovation with genuine human empathy. The expansion of the Malaysia Customer Support Center forms part of its global growth strategy and reinforces the company’s commitment to setting new benchmarks for travel service excellence across Southeast Asia and beyond.