Trip.com officially launched its “Always There” campaign on 26 August 2026 at Parkside Hall, Central Park Bangkok, aiming to reinforce its position as a dedicated travel companion rather than merely an online booking platform. The initiative highlights the company’s commitment to customer-first service across every stage of a traveler’s journey.
Customer-First Service Strategy and Brand Commitment
The campaign centers on the principle that dependable support during critical travel moments defines a trusted companion. To support this positioning, Trip.com emphasized its ongoing operational investments in 24/7 customer service, noting that its Net Promoter Score (NPS) and Customer Satisfaction (CSAT) ratings currently exceed 90% in Thailand.
Schubert Lou, Chief Executive Officer of Trip.com, highlighted the balance between digital tools and human assistance during the launch. “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,” Lou stated. “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.”
Industry Panels on Sustainability and Family Travel
The launch event featured panel discussions addressing specific operational areas within modern tourism. The first session, titled “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 examine practical methods for integrating sustainability into mainstream travel.
A second discussion, “Together, Always: Making Family Travel Effortless,” featured Mesini Keawratri, Vice President of Marketing & Branding at LH Mall & Hotel Co., Ltd (Grande Centre Point Voyage), alongside Karnnicha Boonratanapitak, Associate Campaign Marketing Manager at Trip.com. The session focused on resource planning and partner coordination required to streamline logistics for family travelers.
Campaign Activities and Platform Reach
The launch program included the premiere of the official “Always There” campaign film, interactive installations such as a Memories Wall, an on-site personalization workshop, and a Trip.Pal session acknowledging regional content creators. The event was organized in collaboration with partner brands including Bangkok Airways, Central Park, Centara Hotels & Resorts, ASAP, Grande Centre Point Voyage, and Blu Monkeys Hotels.
Trip.com provides travel services in 27 languages across 48 countries and regions, supporting 44 local currencies. The platform’s global network connects users to over 1.7 million hotels and flights from more than 680 airlines operating across 3,500 airports in 220 countries and regions. The full campaign film is available via Trip.com Thailand.
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