I normally don't have any interactions with ctrip service personnel since everything can be done online. However a few days ago I needed to book a lap infant ticket which could not be done online. The ticket should've cost y750 (10% of published fare) but the phone agent tried to charge me y3000. I later booked the same ticket directly with the airline for y750, and made a complaint to ctrip.

ctrip investigated and offered five thousand points in return for my troubles.

So it appears that they may have some inexperienced crews manning the frontline.