Trip.com has expanded its Malaysia Customer Support Center, two years after it was first established, making it a key hub in the company’s regional operations.
The company has about 16,000 representatives across 16 support centres worldwide, providing 24/7 multilingual customer support. Most calls and chats related to flights and hotels are answered within 30 seconds.
Since its establishment in 2023, the Malaysia Customer Support Center has grown tenfold and now supports a range of Trip.com products, playing a critical role in the platform’s regional operations.
Ninety per cent of customer after-sales requests received responses within 30 minutes to one hour, with more than 85 per cent of incidents resolved on the first attempt. Trip.com currently holds a Trustpilot rating of 4.4 out of 5.
Trip.com Group, founded 25 years ago, has prioritised a balance of technological innovation and human service. The expansion of the Malaysia Customer Support Center is part of the group’s regional growth strategy.
“Automation enhances speed and efficiency, but at Trip.com we never lose sight of the human touch,” said Arvin Singh, senior service manager of 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.”
Stephane Thong, general manager of Trip.com Malaysia, said, “Malaysia and South-east 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.”
