New campaign spotlights Trip.com’s customer-first service as travelers across Thailand are invited to celebrate the meaningful moments that make every journey worth taking
Trip.com, an international one-stop travel service provider, today officially launched its “Always There” campaign at a dedicated launch event held at Parkside Hall, Central Park Bangkok. The campaign marks a new chapter in how Trip.com communicates its role in travelers’ lives not simply as a platform for booking flights, hotels, and experiences, but as a trusted trip companion that stands by travelers through every stage of their journey, and every chapter of their life.
Built on the belief that every journey carries meaning, and that travelers deserve a companion who is there for them at every step of the way, the “Always There” campaign positions Trip.com around a simple promise that being there when it matters most is what truly defines a trusted trip companion.
At the heart of this positioning is Trip.com’s continued investment in customer-first service, which the company considers its clearest point of difference in a crowded travel industry. Trip.com highlighted that its Net Promoter Score (NPS) and Customer Satisfaction (CSAT) ratings both currently stand above 90% in Thailand, reflecting the consistency of its round-the-clock customer support across the many moments that travelers encounter on their trips.
Speaking at the launch, Schubert Lou, Chief Executive Officer of Trip.com, said: “At Trip.com, we’ve always believed that travel is never just about the destination. Technology is at the heart of everything we build. It is what makes booking fast, simple and reliable. But in an industry where anyone can sell a flight or a hotel room, technology alone is not enough. Great technology brings you to the booking page; it is our people and our service that stay with you long after, especially in the moments that matter most. That’s the promise of ‘Always There’, every journey is meaningful, and Trip.com will always be there, because being there matters.”
The launch event opened with the unveiling of Trip.com’s new “Always There” film. Bringing the campaign to life beyond the stage, guests were welcomed through an interactive photo backdrop and Memories Wall, and could take part in an “Always There Mug” personalization workshop and photo booth experience throughout the day.
The afternoon featured two panel discussions bringing the “Always There” promise to life across different travel needs. The first, “Journeys That Give Back: Making Sustainable Travel the Easy Choice,” brought together Pitchapat Titipunya, Chief Operating Officer of ASAP (Synergetic Auto Performance PCL), and Wuthisak Pichayagan, General Manager of Centara Grand at Central Plaza Ladprao, to discuss making sustainable travel more accessible for everyday travelers.
The second, “Together, Always: Making Family Travel Effortless,” featured Grande Centre Point Voyage, Mesini Keawratri, Vice President of Marketing & Branding, LH Mall & Hotel Co., Ltd, alongside Karnnicha Boonratanapitak, Associate Campaign Marketing Manager at Trip.com, discussing how thoughtful planning and the right partners can make family travel simpler and more enjoyable.The day also featured a Trip.Pal session recognizing the content creators who help tell Trip.com’s story, and a sharing session from Trip.com’s own Customer Service team on the real moments behind the brand’s service promise, before closing with an awards session and a mini concert from artist Serious Bacon.
Trip.com extends its sincere thanks to its partners who helped bring the “Always There” campaign launch event to life: Bangkok Airways, Central Park, Centara Hotels & Resorts, ASAP, Grande Centre Point Voyage and Blu Monkeys Hotels.
To watch the full Trip.com “Always There” campaign film, visit Trip.com Thailand.
