Analysis of Passenger Complaints Regarding Airline Tickets Purchased Through the Trip.com Platform: The Sikayetvar.com Example

Aykut Pajo

doi:10.30518/jav.1774811

Analysis of Passenger Complaints Regarding Airline Tickets Purchased Through the Trip.com Platform: The Sikayetvar.com Example

Abstract

In recent years, there has been an increase in the number of online travel agencies. Online travel agencies generally provide services through websites and applications. China-based Trip.com is an online travel agency that has been operating in many countries in recent years. As with many online travel agencies, there may be customer complaints about the services offered by Trip.com from time to time. The purpose of this study is to determine what types of complaints Trip.com has received regarding the airline tickets it has sold. To this end, comments made on sikayetvar.com between 2022, and 2025, regarding Trip.com were examined. The complaints identified were analysed using content analysis. The data obtained was grouped under themes and presented in tabular form. The research found that 109 different complaints were made about Trip.com, 3.67% of which were resolved, while 96.33% are still awaiting resolution. Within the scope of the research, 8 themes were created: complaints related to tickets, complaints related to information, complaints related to credit cards, complaints related to baggage, complaints related to ticket reservations, complaints related to flight changes, complaints related to customer service, and other complaints. It was found that the most complaints were about the non-refund of ticket cancellation fees and the rejection of cancellation requests. These research results are important in that they reveal the problems experienced by passengers who purchase airline tickets from Trip.com. The research results are expected to contribute to the efforts of Trip.com and other representatives of the industry to resolve these issues.

Keywords

Ethical Statement

Not applicable.

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Details

Primary Language

English

Subjects

Air Transportation and Freight Services, Passenger Needs

Journal Section

Research Article

Authors

Aykut Pajo ^*
0000-0002-4515-6020
Türkiye

Early Pub Date

February 26, 2026

Publication Date

February 26, 2026

Submission Date

August 31, 2025

Acceptance Date

December 4, 2025

Published in Issue

Year 2026 Volume: 10 Number: 1

DOI

https://doi.org/10.30518/jav.1774811

IZ

https://izlik.org/JA83AH85RS

Cite

RIS / Bibtex

APA

Pajo, A. (2026). Analysis of Passenger Complaints Regarding Airline Tickets Purchased Through the Trip.com Platform: The Sikayetvar.com Example. Journal of Aviation, 10(1), 90-102. https://doi.org/10.30518/jav.1774811

AMA

1.Pajo A. Analysis of Passenger Complaints Regarding Airline Tickets Purchased Through the Trip.com Platform: The Sikayetvar.com Example. JAV. 2026;10(1):90-102. doi:10.30518/jav.1774811

Chicago

Pajo, Aykut. 2026. “Analysis of Passenger Complaints Regarding Airline Tickets Purchased Through the Trip.com Platform: The Sikayetvar.Com Example”. Journal of Aviation 10 (1): 90-102. https://doi.org/10.30518/jav.1774811.

EndNote

Pajo A (February 1, 2026) Analysis of Passenger Complaints Regarding Airline Tickets Purchased Through the Trip.com Platform: The Sikayetvar.com Example. Journal of Aviation 10 1 90–102.

IEEE

[1]A. Pajo, “Analysis of Passenger Complaints Regarding Airline Tickets Purchased Through the Trip.com Platform: The Sikayetvar.com Example”, JAV, vol. 10, no. 1, pp. 90–102, Feb. 2026, doi: 10.30518/jav.1774811.

ISNAD

Pajo, Aykut. “Analysis of Passenger Complaints Regarding Airline Tickets Purchased Through the Trip.com Platform: The Sikayetvar.Com Example”. Journal of Aviation 10/1 (February 1, 2026): 90-102. https://doi.org/10.30518/jav.1774811.

JAMA

1.Pajo A. Analysis of Passenger Complaints Regarding Airline Tickets Purchased Through the Trip.com Platform: The Sikayetvar.com Example. JAV. 2026;10:90–102.

MLA

Pajo, Aykut. “Analysis of Passenger Complaints Regarding Airline Tickets Purchased Through the Trip.com Platform: The Sikayetvar.Com Example”. Journal of Aviation, vol. 10, no. 1, Feb. 2026, pp. 90-102, doi:10.30518/jav.1774811.

Vancouver

1.Aykut Pajo. Analysis of Passenger Complaints Regarding Airline Tickets Purchased Through the Trip.com Platform: The Sikayetvar.com Example. JAV. 2026 Feb. 1;10(1):90-102. doi:10.30518/jav.1774811