The Future of Global Travel: Trip.com Group CEO Jane Sun

Dec 3, 2025

Jane Sun, CEO of Trip.com Group, steers one of the largest online travel agencies with a customer-first approach. She shares her journey from CFO to CEO and discusses how Trip.com adapted during the COVID crisis with robust refund strategies. The conversation highlights trends shaping the future of travel, including the impact of AI on user experience and operations, as well as growth in long-tail destinations. Jane's insights reveal how international diversification and innovative services are key to enhancing global customer satisfaction.

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ANECDOTE

From Penniless Student To Scholarship Founder

Jane Sun describes being penniless in the U.S., working two jobs to pay tuition and relying on a professor's family for support.
She later established a scholarship and named her daughter after the professor's wife to honor that help.

ANECDOTE

Mass Advance Refunds During COVID

During COVID Trip.com advanced nearly $20 billion to refund customers before hotels and airlines could repay them.
Leadership took salary cuts and employees accepted reduced pay to preserve jobs and weather the crisis together.

ADVICE

Act Fast And Put Customers First

Prioritize customers first, partners second, and company third when making crisis decisions.
Act swiftly and visibly to build long-term trust with customers and partners.

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Trip.com Group has revolutionized the travel industry with its focus on the customer and innovation. CEO Jane Sun explains how the company has adapted to changing market trends and harnessed technology to drive growth, in this Talks at GS session with Kevin Sneader, president of Asia Pacific Ex-Japan at Goldman Sachs.

This episode was recorded on September 3, 2025.

The opinions and views expressed herein are as of the date of publication, subject to change without notice, and may not necessarily reflect the institutional views of Goldman Sachs or its affiliates. The material provided is intended for informational purposes only, and does not constitute investment advice, a recommendation from any Goldman Sachs entity to take any particular action, or an offer or solicitation to purchase or sell any securities or financial products. This material may contain forward-looking statements. Past performance is not indicative of future results. Neither Goldman Sachs nor any of its affiliates make any representations or warranties, express or implied, as to the accuracy or completeness of the statements or information contained herein and disclaim any liability whatsoever for reliance on such information for any purpose. Each name of a third-party organization mentioned is the property of the company to which it relates, is used here strictly for informational and identification purposes only and is not used to imply any ownership or license rights between any such company and Goldman Sachs.

A transcript is provided for convenience and may differ from the original video or audio content. Goldman Sachs is not responsible for any errors in the transcript. This material should not be copied, distributed, published, or reproduced in whole or in part or disclosed by any recipient to any other person without the express written consent of Goldman Sachs.

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