Toxic Management and Misleading “Supportive” Culture - Customer Service Advisor Trip.com Group Employee Review

My experience at Trip.com Group was deeply disappointing due to the management culture and overall office environment. During recruitment and onboarding, the company presents itself as supportive and empathetic. In reality, this felt largely performative. Empathy was discussed openly, but rarely demonstrated in practice. Once KPIs became the focus, employees were treated more like numbers than individuals. Concern for wellbeing or mental health seemed conditional on whether performance targets were being met. The atmosphere on the office floor was tense and uncomfortable. Management expectations felt rigid, with an unrealistic pressure to perform perfectly at all times. Mistakes were not treated as learning opportunities but as failures. There was also a noticeable culture of favouritism, where certain individuals appeared to receive preferential treatment. At times, management behaviour felt inappropriate and unprofessional, which further eroded trust.