Complaints

• Initial Complaint

  12/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had a Hopper account for years and refer for them every so often but this time they refused to hot my voucher of $340 to go towards a hotel room I dont think its right that they make up an excuse and choose not to honor valid refferal claims I see a attribution in there near future if they keep on with the service there giving they honored my refferal when I first started now they choose not to honor my vouchers there will be so many others complaining as well cause I have brought plenty or my family and friends to hopper and even bragged about them to them just for them to do me that way.

  

  Business response

  01/03/2025

  I have reviewed your account and were so sorry youre having difficulty claiming your rewards for the Referral Program. Unfortunately, as per checking your record, Im sorry to say it will not be possible to redeem your rewards as a result of recent signs that attempts were made to accumulate/employ Referral Rewards in a way unintended for its use or purpose on your Hopper account. We're not able to release your rewards as a result. We apologize that we are unable to provide more details.
  
  While we know this isnt the outcome youd hoped for, we appreciate your cooperation and understanding. Please accept our apologies for any inconvenience caused by this issue.
  
  

  Customer response

  01/03/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolutions .  If you do not enter a reason for your rejection, your complaint will be closed as Answered.] Im not satisfied with the response from the business as in I did nothing wrong and I feel as if they just dont want to honor my refferals that I worked hard to get its unfair and Im not satisfied with response received.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  

  Business response

  01/08/2025

  I have reached out with our support team for further investigation on this case. Based on the account, the system found issues regarding how the account holder accumulates the referral reward. Due to these technicalities we are unable to resolve this concern. Please accept our apologies for any inconvenience caused by this issue.

• Initial Complaint

  12/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Very unprofessionally. I asked to speak to a manager and they transferred me to Senmy. She was awful. I am requesting a refund and since it was within the 24 hours, I am eligible for a full refund. She processed to talk to me in circles and then once the 24 hours hit she said there was nothing she could do. I lost my flight refund because she did not want to call the airline and now the airline is closed and she blamed everything on me. Very unprofessional! I lost money because of Semmy.

  

  Business response

  01/03/2025

  We would like to extend our apologies for any inconvenience caused. We have reviewed your case and upon checking booking Z-H1DO7P7A2, it appears that you had a confirmed flight with *************. Based on our record, you have reached out with our support team 28Dec24 to request for a flight cancellation. My colleague did reach out to our airline partner for the cancellation; however, the refund was denied due to ticket policy. I understand that you have contacted us within 24hours for the cancellation, and again, I apologize for the experience. As a one-time exception, I have initiated the process to refund the amount of COP1,700,440.00 as goodwill to the original form of payment, the card ending in the last 4 digits 5550, in our system. Please note that refunds typically take 3-10 business days to reflect on your statement. However, in many instances, the process is expedited and completed sooner. It is important to highlight that certain card issuing banks, especially those associated with debit cards, may have longer processing times, extending up to two billing cycles (***** days). This specific timeline is determined by your banking institution, and unfortunately, we are unable to expedite this process.

  Customer response

  01/07/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  Wow, I am thankful for this gesture.
  
  Regards,
  
  **** ****

• Initial Complaint

  12/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I refunded my hotel because I did not need it anymore. I did not select it but for some reason it went into my added funds wallet. I can only use it for hotels nothing else. Ive contacted support Last week, they told me someone would be in contact for the refund but is company policy I called again this week, within the second sentence the lady told me someone is working on it, I gave her no other details Carrot cash and added funds are not refundable and only used for what you booked (a hotel). If you pay for it although hopper advertises refundable what they mean is refundable for your hopper wallet. No one has contacted me or reached out. I just want my money back for a service Im not even using.

  

  Business response

  12/25/2024

  We would like to extend our sincerest apologies for any inconvenience caused. I have reviewed your case, and upon checking, all hotel reservations on your account was cancelled. I can see that a carrot cash was issued as a form of refund to your Hopper wallet. Additionally, you have reached out to our support team for assistance in receiving a refund on your original form of payment. In line with this, we have canceled the carrot cash that was issued on your Hopper wallet and have processed the refund on your original form of payment. Kindly note refund may take 3-10 business days to appear back onto your statement, but oftentimes, it is much quicker. Some card issuing banks, such as debit cards, may take longer, up to two billing cycles (***** days). This timeline is set out by your bank, and we are unable to expedite it.

  Customer response

  12/25/2024

  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Thank you,
  
  ******* English

• Initial Complaint

  12/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I originally filed a complaint with *************** to receive a refund, and they refunded Hopper since I had booked my flights with you. I have been trying to get a refund for MONTHS, even calling your hotline but no one has refunded me the over $700 that I am owed. All I am asking if for Hopper to release the funds that Alaska have to you on my behalf so that I can get them back.

  

  Business response

  12/26/2024

  We would like to extend our apologies for any inconvenience caused. We have reviewed your case and upon checking bookings LSGYBI and JERHNX, it appears that it was a past date confirmed flight with ***************. Based on the screenshot that was attached on the complaint, it was a refund confirmation with *************** for ticket ************* on booking LSGYBI. I have reached out to ***************, but as per checking by the airline representative, both tickets are tagged as no-show and the agent is unable to verify the refund. As a result, I was advised to send an email to their refund department team for verification. I have sent an email to them to check and verify the ticket status and am waiting for their response. Rest assured that this case will be monitored and once we receive feedback, we will send you an update through direct email.

  Customer response

  12/26/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 
  

  Thank you so much for your speedy response; I will hit accept business response once that refund has been issued.

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  

  Business response

  01/07/2025

  Upon checking the record LSGYBI and JERHNX, both bookings are refunded last 26Dec. Please note that refund may take 7 to 10 banking days from the time it was processed. You may contact your financial institution to check the funds. You may provide them the Acquirer reference number to easily locate the account. For booking LSGYBI, ARN-*********************** and for booking JERHNX, ARN- ***************.

• Initial Complaint

  12/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased Premium Disruption Assistance with my tickets through Hopper. When I attempted to use the service when my flight was delayed 4+ hours, I was told my service had been cancelled/voided. I did not cancel the service. I was not informed it was cancelled and have not received a refund. The terms do not state that the airline can void the service.Because customer service could not/would not book me onto an alternate flight, I wish to use the 100% Satisfaction Guarantee and receive a refund at the value of my ticked price, which customer service said I cannot do, as my service was voided Tickets purchased 12-2-24 - *****************: WWSAUH - Hopper Booking Code: N-Z7HMO7 - Paid $1,241.88 - Premium Disruption Assistance add-on: $174.00 Call to Hopper **************** 12-18-24 - Flight from FSD to ORD was delay 4+ hours due to mechanical issues.- Called Hopper **************** to use my Premium Disruption Assistance.- *** said the service has been voided by the airline, clarified saying that it was cancelled on the 16th and refunded. - I asked him to explain how it could have been cancelled and was put on hold for about 30 minutes before the call hung up.- *** called back, stated that the airline could eithter cancel and refund my ticket, or he could rebook me onto a flight the following morning.- The airline had already automatically rebooked me.- When asked why I could not use the Premium Disruption Assistance, was told not to worry about that now, since he could assist in rebooking me. Call to Hopper **************** 12-20-24 - Was told that the Premium Disruption Assistance had been voided by the airline. - Requested to escalate and asked if I could email corporate.- Given email "*******************************"Email sent to ******************************* 12-20-24 - ***ly stating inbox isn't monitored Email sent to ********************************** 12-20-24 - ***ly saying I'm outside redemption window for the service - Unable to reply: The reply-to is *******************************

  

  Business response

  12/24/2024

  We would like to extend our sincerest apologies for any inconvenience caused. We have thoroughly reviewed your case and upon checking your booking N-Z7HMO7, it appears that you have a confirmed flight with *****************. I have reached to ***************** directly and requested a review on your booking history. As per checking, there was an airline flight number modification that happened on 16Dec but flight time remained the same. On the 18Dec, there was a schedule change that occurred on your flight for more than 1hour. Since there was no schedule change on the 16Dec but on the day of your flight, we will initiate a refund in this case. Based on your booking, the airline is the merchant of record. For us to proceed with the refund, could you please provide us your ****** email? Once we have received the ****** email, we will issue a refund.

  Customer response

  12/27/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***** ***

• Initial Complaint

  12/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Using my *********** Travel reward points and funds, I made a reservation for a motel. Before the designated time listed on my receipt, I called and cancelled. When I spoke with the **************** Representative, they advised me I need to call by 12 am GMT (Greenwich TIme (******)). I am in the ** and reserved a US hotel. Hopper has refused to refund my money or reward points, even refusing to follow their own cancellation policy. I appreciate any help you can give me to get me a refund. Thank you, *****

  

  Business response

  12/24/2024

  We would like to extend our sincerest apologies for any inconvenience caused. We have thoroughly reviewed your case and upon checking your booking JMTPGNB3XLBJ, it appears that you have a canceled reservation at ************* by ***********************************. Based on the review, clear information was not provided upon request of the cancellation. In line with this and as a one-time exception, a full refund was issued in our system (fund and miles). Kindly note refund may take 3-10 business days to appear back onto your statement, but oftentimes, it is much quicker. Some card issuing banks, such as debit cards, may take longer, up to two billing cycles (***** days). This timeline is set out by your bank, and we are unable to expedite it.

• Initial Complaint

  12/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ON 18OCT2024, using Hopper, I purchased a roundtrip flight to ********* to see friends and family for the holidays. ******* to *********, it was a flight by ********************* and ********* to *******, it was a flight by **********. The flight to ********* was scheduled for Dec 19th at 1 pm. When I tried to check into my flight on the ********************* website at Dec 18th 1 pm, it wouldn't let me check in. I called Hopper and they told me that ********************* had changed my flight to Dec 21st at 11:15 pm, and that I must have received an email. I did not receive any email communication about this. I checked my spam, my inbox, all folders, and did not receive any email communication from Hopper ************************* about this. Hopper proceeded to tell me that I needed to contact ********************* to ask for a refund or rebooking. I called ********************* next, and they apologized and said they had overbooked the flight for Dec 19th and that was why they changed my flight and that since I booked through a third party, Hopper, only Hopper could help me. Then, I proceeded to call Hopper again and told them what ********************* had told me and they told me once again to speak to *********************. I demanded they talk with eachother because they have been ping ponging me back and forth and once they spoke, Hopper told me that speaking to ********************* they can only offer me a refund for the original amount of the one way trip, which was about $300. I told them that was not enough. I needed to be compensated for the inconvenience or rebooked with no additional cost to my original planned flight day, Dec 19th. They said ********************* was fully booked for Dec 19th and I would have to rebook out of pocket with a different airline myself if I wanted to fly on my original date. Bear in mind flights were $880-1000 at this point for a one way trip to *********. It wasn't until 4:11 am on Dec 19th did I receive an email from Hopper informing me of the flight modifications.

  

  Business response

  12/20/2024

  We would like to extend our sincerest apologies for any inconvenience caused. We have thoroughly reviewed your case and upon checking your booking H-NK1G2Y3N53, it appears that you have multiple tickets issued on this record. For your outbound flight, you are confirmed with *********************; however, ********************* changed your flight from ***** to 20Dec. I'm sorry to hear that the airline schedule change severely impacted your travel plans. Unfortunately, these changes are beyond Hopper's control and are not something we influence. I can see that you have reached out with our support team on ******* for this concern. Based on the record, there is no available flight for the 19Dec. I tried to contact ********************* to verify the reason for the schedule change; however the airline representative could not provide a specific reason as their system only stated "schedule change". As of this moment, flights still remain confirmed for 20Dec with check in status with the airline system. You can cancel booking 2hours prior departure if you will not take the flight, and you can file them for a full refund. With regard to compensation, I would suggest submitting a complaint at *************** website. Kindly note that this is for further review and not guaranteed.

• Initial Complaint

  12/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I won a voucher for a hopper stay and I planned to use it on Dec ***** for a hotel. It will not let me book online . I reached out to hopper via phone and they said theres a TECHNICAL issue and I cant use the account. Bull s*** . If it was a technical issue I wouldnt Have even been able to get my referrals. I would like BBB help with them giving me what I worked For. I got 15 users to sign up to be able to get my voucher and now that I have Gotten them all now they want to say it cant be used. Unfair and horrible customer service. It says payment method declined just so you can call them but they DO NOT HELP YOU

  

  Business response

  12/19/2024

  I have reviewed your Hopper account and it appears that it was already deleted. Were so sorry youre having difficulty claiming your rewards for the Referral Program. Unfortunately, as per checking your record, Im sorry to say it will not be possible to redeem your rewards as a result of recent signs that attempts were made to accumulate/employ Referral Rewards in a way unintended for its use or purpose on your Hopper account. We're not able to release your rewards as a result. We apologize that we are unable to provide more details. Wed suggest you book directly with the airline / hotel / car supplier.

• Initial Complaint

  12/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  December 17, 2024, I booked a hotel in ************, **. After driving all day, I stopped to rest and check into my room. Upon arriving to the hotel, I found out it was locked and no one was around. The doors were shut and locked with no way for me to check in. I arrived at 7:30pm. I waited a while and tried contacting the hotel via phone, but the phone number was disconnected. I then called Hopper, who stated they would help try and reach the hotel. I waited over an hour on the phone, but no luck. The worker could not contact the hotel or fix the problem. I asked to speak with someone who could help me and 20 minutes later the worker put on, Akash, a supervisor. Akash stated he could not reach the hotel or get his team to resolve the problem. He then asked me to provide pictures of the locked doors via email. I didnt understand this and I told him I would just like a refund so I could find another room. He and I both got frustrated at each other and he finally said he would refund me. I asked for email verification that it would be refunded and he agreed. When looking at my email, I found the hotel cancellation and it stated I would not get a refund. This is so upsetting. I waited on hold for so long and no one helped me. I have given this company so much money and I got treated like dirt. Im begging hopper to do the right thing here and provide a refund. I was told I would be refunded and now it feels like I got tricked. Me arriving to the hotel on time only to find out it was closed by the owner is NOT my fault. I waited a long time at the door, so why would I not get my money back?

  

  Business response

  12/18/2024

  We would like to extend our sincerest apologies for any inconvenience caused. We have reviewed your case and upon checking your booking F5BB8Z6XJNF6, it appears to be a cancelled reservation at ************** By Best Western Buttonwillow. Based on the record, a refund was issued by my colleague yesterday 17Dec24 for USD46.51 on the original form of payment with the card ending in the last 4 digit 9944. Kindly note refund may take 3-10 business days to appear back onto your statement, but oftentimes, it is much quicker. Some card issuing banks, such as debit cards, may take longer, up to two billing cycles (***** days). This timeline is set out by your bank, and we are unable to expedite it.

• Initial Complaint

  12/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I created a price freeze for a flight from ******* to *****. I paid $175 for the freeze and waited to see if the price would lower. I checked often but was never notified if the flight price was lower. I had the price frozen through ***************** for $118 per ticket. When I tried to book the flight my credit card was charged. Later I tried to check the itinerary and did not see it so I attempted to book the flight again. It was not successful. I called customer service and they gave 5 different reasons that it did not go through And kept changing their story. They refused to honor my price freeze even though the flight was still available.

  

  Business response

  12/13/2024

  I have reviewed the concern, and upon checking, it appears that you have encountered an issue with the Hopper app. I can see that you purchased Price Freeze for the booking; however, the flight was not confirmed, and Price Freeze was refunded back to your original form of payment. Based on our records, you already reached out to our support team for this concern and were provided information regarding Price Freeze. I have listened to the phone conversation, and you have mentioned that some passengers are below 18 years old, wherein it was specified on the price Freeze that passengers should be 18 years old and above. The system will detect if a passenger is below 18 years old, and this will result in an error on the booking. I believe that my colleague offered a voucher and it was accepted. The voucher was credited to your Hopper wallet. As of this moment, we can not honor the Price Freeze since this was already refunded back to your account.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩