Business Profile
Travel Services
Hopper USA, Inc.Headquarters
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Complaint Details
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Initial Complaint
12/12/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I recently purchased a flight ticket on Hopper and the trip insurance they provide through XCover in case of inconvenience. I am a disabled veteran with spine and back issues which has recently put me on a no-flight status before my flight. I have contacted both Hopper (and XCover) to no avail. I spoke with a Hopper agent this afternoon and he was extremely rude and unhelpful to where I had to hang up and call for a new agent.I have read the terms, of the flight cancellation policy and my injury does fall under the terms. I have a medical discharge paper from my primary care provider at the ************************* that emphasizes the severity of my condition. This is especially frustrating since Hopper has no way of contacting XCover directly. The issue is that ****** continues to reject my medical document and this seems to also been an issue amongst other people who have used the service. If we are purchasing insurance for any potential inconvenience, why is claiming our refund also an inconvenience? Hopper should be ashamed for selling insurance from a company they cannot get into contact with themselves. This has been my first and last time using Hopper, I have never had this experience and frustration while speaking with any other flight instance agencies. I know that the business will reply and state that they cannot help and that XCover isn't a part of their business but the issue is with Hopper selling this insurance in the first place. Unless you guys are going to reply with a functioning contact number to reach XCover then there's no need to reply. Thius is for the people who are looking to purchase a ticket through Hopper. I hope this helps.
Business response
12/13/2024
I have reviewed the concern, and upon checking, it appears that it was a past date confirmed booking K-HFYSFY with ***************. Based on our records, I can see that you have already reached out to our support team regarding this concern. I apologize for the experience you encountered with Xcover. Since ****** is our third-party partner, we do not have any control regarding their claim policy. If you want to submit a complaint to Xcover you can reach them directly here: ***************************************. Their support team is available 24/7.Initial Complaint
12/06/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I have provided full documentation with supporting screenshots here: ************************************************************************************************ *********** Travel Refund Dispute This attached document outlines the details of my dispute with *********** Travel regarding the $144 'Cancel for Any Reason' fee, which they have refused to refund in violation of their stated policy terms.Key Details Date of Incident: December 4, 2024 Time of Call: Approximately 8:00 PM EST Amount in Dispute: $144.00 Policy Terms: The 'Cancel for Any Reason' fee is refundable to the original form of payment upon cancellation, per the policy provided at the time of booking, and as shown in the email that I received. The terms state that I will not be charged any form of fee for cancellation.Customer Service Contact: Supervisor identified as '***' (likely a pseudonym), and prior service representative.Summary of Events On December 4, 2024, I contacted ****************** to request a refund for the $144 'Cancel for Any Reason' fee, which is explicitly refundable per the policy terms. The policy clearly states that the fee will be refunded to my original form of payment. There is a cash charge of $144 from ******* on my credit card During the call, the representative refused to process the refund, citing no valid reason and contradicting the policy.I escalated the issue to a supervisor named '***,' who repeatedly refused to honor the terms of the policy and declined to provide written documentation justifying the refusal.The call involved extended hold times, dismissive behavior, and a lack of accountability for resolving the matter. *** refused to provide any documentation of this experience, review my existing documentation, or take any further action to connect me with additional resources, flatly refusing to serve me as a customer beyond reading repeatedly from the same script that the previous representative used (proving the purposelessness of the holds).Business response
12/10/2024
We have reviewed the concern, and upon checking, it appears that you have a cancelled reservation at ************. I understand that you want to get a refund for the Cancel for ****************** amount USD144.14. Based on your record, you made the booking 16Nov24. The total cost of the booking was $1,105.18 which includes the room rate, taxes, and the Cancel for Any Reason fee. On our system, you redeemed ****** miles (USD830.33) and a $25.00 travel credit, while the remaining balance of $249.85 was charged to the card on file. On 17Nov24, you canceled your booking on the app. The ****** miles were credited back to your account, and the $249.85 was refunded back to the original form of payment with card ending in 6659. On 05Dec24, a USD25.00 was credited as travel credits. Kindly note that a full refund was issued in this case.Initial Complaint
12/03/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
November 30, 2024 IndiGo cancelled my ticket to *********, ***** where I was supposed to connect with ****************** to take me to my final destination ***************. They said I needed a **** to travel to ***** because they dont have a relationship with ******************- my connecting flight. As a result, I missed my 2 connecting flights with ****************** (********* to ******** and then to ***). I was not informed by Hopper that I needed a **** to connect to my transiting flight in *****. I had to book another airline because Hopper's server was down. Consequently, I had to stay in ********* another 2 nights before I could return to the ***. Additionally, I had to pay extra days for my car parking - an additional $72 USD for parking. I am requesting refund and reimbursement for the 2 missed connecting flights back the states; 2 extra nights at the hotel $110 and additional $72 fee for parking. I've spoken with several Hopper representatives. One telling me I'm not entitled to refund as this was my fault. Another told me I had to contact ****************** for refund which I did but ****************** is telling me I have to go through Hopper as they are the ones who booked this reservation. Another told me I could possibly get a credit of $159.12 on ******************. My round trip ticket arranged by Hopper totaled ******* Euros.I had also purchased Hopper's Trip protection and disruptive plan but apparently I'm told it doesn't cover cancelled ticket and missed connections resulting from cancelled ticket.Business response
12/04/2024
I have thoroughly reviewed the concern, and upon checking, it appears that you have a past date booking with Indigo and ****************** with confirmation H-OV81YL3ZZG. Based on the record, the flight with Indigo was already refunded back to the original form of payment; however, for ******************, the ticket is still on OPEN status. I have reached out with ******************, and as per advice by the representative, the ticket is valid until 01Aug25 for use, and when ready to book, there will be a penalty fee of USD300 and USD50 for no-show plus applicable fare difference. Additionally, the ticket is also valid for refund, but there will be a fee of more or less USD400.
With regard to transit **** concern, please note that we are unable to provide advice on travel ****s or any travel documents, as these regulations may depend on the passenger's nationality or other government requirements that are subject to change by national governments. Hopper is not liable for any issues caused by a failure to research and obtain the proper ID and/or required **** documents to enter or transfer through a country.Initial Complaint
12/03/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased an airline ticket through Hopper on 10/19/24 for $664.95. On 11/21/24 I realized I had needed to make changes to my flight plans due to a short layover at ***************. I initiated and processed the request on Hopper's app on 11/21/24 at no cost. I waited until after the holidays to receive a confirmation of change email from the vendor. It was not received, so I called Hopper on 12/3/24 to confirm the upcoming flight details had been changed and to see if I could receive an updated itinerary. Upon conversation with the **** I was told the changes never went through and that there would now be an $838 difference to book the same flight that was previously $0 to change. While still on the phone with the Hopper *** I went to ***************** website directly to see if there was an option to make the change through them...there was. Upon selecting the same flight information that was selected through Hopper, I was able to make the same changes for $303.01. Hopper states there are not any hidden fees or anything along those lines, however a $500+ difference between the vendor directly and Hopper indicates otherwise. This is false advertising, poor customer service, and incredibly terrible business practice.Business response
12/04/2024
I have thoroughly reviewed the concern, and upon checking, it appears that you have a roundtrip confirmed booking with ***************** with confirmation N-Z4OY2U. I understand that you tried to modify your booking on the Hopper app on 21Nov but did not receive confirmation. Based on the history of the booking, there was an attempted modification on 21Nov that was denied by the system, which is the reason why you did not receive confirmation. A possible reason for this is due to no available same seat or fare on that date. I can see also that you have reached out to our support team to verify the changes and were informed that no confirmed modification was made on your end. Additionally, upon checking availability on our system, a higher fare was available.
To provide a brief explanation, seat allocation by the airline is subject to availability. Economy flights offer tickets at various price points for the same flight and seating. The class of service also dictates the flexibility of the fare rules associated with the ticket. When you observe changes in fares while making a booking, it indicates that the lower class fares have been fully booked as other passengers have secured those seats. Please note that fares fluctuate over time, and they are not guaranteed until the airline issues the ticket.
I have listened to the phone conversation that you had with my colleague, and based on the conversation, you were able to get lower fare on the Hopper app compared to the quotation provided by my colleague. I apologize for this situation, as seat availability might not yet be updated upon checking by the agent as there are times that airline seat allocation does not synchronize right away.
With regard to waiving the fee, unfortunately we are unable to do that since this policy is made by the airline and the fee will be collected directly by them. I really wish I could do more to help, but I'm sorry as we cannot provide a refund at this time.Initial Complaint
11/27/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a $40 voucher on the Hopper site to use for any future purchase. When purchasing it, I was NEVER informed or notified that I could only use it for any certain thing. So I chose to use it with this large $751.36 purchase toward 2 flights purchased for December 2024 on 11.26.2024. On the site it stated the $40 amount would be automatically applied to my purchase but it wasn't. I called the next day 11.27.2024 to see how I could get a price adjustment to use the $40 toward this purchase to save me some money. After being put on hold I was told it can be used for ANY airline except the airline I used which was ***************, which was never disclosed not even when made the purchase. So I simply requested my $40 back since I can't use it for what I want to use it for after all. After being put on hold again, they proceeded to tell me that I can't get my money back from the voucher either. I just want my $40 refunded!Business response
11/29/2024
We would like to extend our apologies for any inconvenience caused. We have thoroughly reviewed your case. Upon checking your account, I can see that you have a charge of USD19.99 last 27Feb23 for the voucher. For every USD1 is converted to a USD2 voucher. Since we have verified that the voucher was not used on your booking, as a one-time exception, I have initiated a refund of USD19.99 to the original form of payment used. 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
11/26/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I made a hotel reservation through Hopper USA **** on 09/30/2024. On 11/25/2024, I called the hotel to confirm my reservation. I was told that the reservation was made on 09/30/2024 but was canceled by Hopper that same day. On 09/30/2024, my bank account was debited $241.99. On 11/25/2024, I contacted Hopper and was told someone would look into it and get back to me in approximately six hours. No one did.On 11/26/2024, I received an email that the room view could not be confirmed. I made a hotel reservation through Hopper USA **** on September 30, 2024, and was charged $241.99 on that same day. However, when I called the hotel to confirm my reservation on November 25, 2024, I was informed that, although the reservation was initially created, it had been canceled by Hopper later that same day.On November 25, I contacted Hopper for assistance and was promised that someone would look into the issue and get back to me within six hours. Unfortunately, no one followed up as promised.The following day, on November 26, 2024, I received an email stating that the room view could not be confirmed. I contacted Hopper once again and requested a refund for my canceled reservation. The representative I spoke with, who identified himself as ****, assured me that my request would be investigated, and I would receive a response within six hours. Regrettably, no resolution has been provided, and I am seeking a prompt and satisfactory resolution to this matter. On 11/26/2024, I again contacted Hopper and requested a refund. Again, I was told that someone would look into it and contact me in about six hours. The person I spoke with identified himself as ****. **** told me not to call Hopper again and that my information was on their computer.Business response
11/29/2024
I have thoroughly reviewed the concern and upon checking the booking record 6TCSS86DM3MP, refund was already processed with the amount USD241.99 back to the original form of payment used with the last four digit ending 1764. 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
11/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Hopper flat out steals your money. I contacted my credit card company in which they were no help either. I am seriously considering a lawsuit. Here is what happened to me. I booked my dream vacation to celebrate my birthday back in July. It was reservation Z489NLSLH7RS through Hopper for the hotel. I left ******* on Delta flight HKH8ME (M-3HP565m on Hopper) and it was delayed. This delay not only caused me to miss my international flight. I was told to go to customer service. At this point I am told that not only did they not have a flight for me until the following day. Making me now arrive another day later. My original trip was short and would have only given me one day left on my vacation. ***** put me up for a hotel for the night and they book me a flight back home. Now, speaking with Hopper, as soon as I get to the hotel Delta put me in, I call. I was told no refund you would have to contact the hotel because it was the same day (not in the us it was still the 16th). I called the hotel and was told they never got paid for it and it was Hopper's responsibility. I called again and was told that an email explaining my situation was sent "to the 3rd party" but got nothing!!! Not only did I loose ******* to the hotel, I lost my flight money as well. This place is a rip off, please don't use them.Business response
11/26/2024
I have thoroughly reviewed the concern, and upon checking, it appears that you have a past date confirmed booking Z489NLSLH7RS at *****************. Based on your record, you have reached out to our support team 17Oct to cancel the hotel reservation. According to the policy of your booking, it is a non-refundable reservation. Even though the booking was non-refundable, we still reached out to our partner to request for a refund; however, it was denied for the reason that it was non-refundable. I also see that you filed a chargeback for this case. Our team has sent an email regarding this concern. Therefore, we need to wait for the outcome as the chargeback has already been filed.Initial Complaint
11/24/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased 4 airline ticket from ************* to ***** on 11/20/2024 for the amount of $4251.52 Cancelled on 11/22/2024 and on 11/24 I see a refund for ****** (less that 10%) of the amount i paid.I talked to customer service but got offered no solution.I have lost $3847.48 in less that a week. Please help me.Business response
11/26/2024
I have thoroughly reviewed the concern, and upon checking, it appears that you had a booking with Zip Air on confirmation Z-B1HRBDBT7. Based on your record you made the reservation on 19Nov for a roundtrip flight from SFO-NRT-SFO. I believe that fare rules are provided when searching for the flight. On 22Nov you cancelled your flight directly on the Hopper app, and a flight cancellation quote was provided. The partial refund amount was mentioned on the quotation. Since you have proceeded with the cancellation, this means that you have agreed to the refund amount. I can see that you have reached out to our support team for this concern, and you were advised to contact ******* for the refund fees that were charged. I really wish I could do more to help you. Unfortunately, Hopper doesn't have any control over this kind of policy. Please understand that we are 100% bound by the airline policy.Initial Complaint
11/23/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I plan on going to arbitration or whatever legal next step if Hopper does not resolve this issue. See the attached pre arbitration letter for complete details on what is going on.Business response
11/26/2024
I have thoroughly reviewed the concern, and upon checking, it appears that you have a confirmed past date multiple booking H-4YL541RKN3. Based on our record, I can not see that you have reached out to our support team with regard to this concern for assistance. Checking the tickets fare rules, it is non-refundable booking. I understand that you have reached out to Xcover for a refund claim, and since Xcover is our third party partner, we do not have any control regarding their claim policy. I apologize for this experience; however, we can not provide a refund at this time. If you want to submit a complaint to Xcover, you can reach them directly here: ***************************************. Their support team is available 24/7.Initial Complaint
11/21/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I am filing a complaint about Hopper. I purchased a flight ticket via Hopper from *******, ******** (PEI) to *******, ******** (MDE) for January 5th, 2025. Hopper confirmation number: M-3A3NWL, Jetsmart confirmation number: Y8GSTM. The flight was changed from a non-stop to a layover flight, and the airline offered the option to cancel the flight. When I attempted to cancel, the airline instructed me to contact the agency, Hopper.I have called Hopper multiple times over the past two weeks (4 times), with each call taking over 30 minutes. They have told me they would contact the airline but have never followed up with a resolution. The airline states that the agency should handle the refund, but Hopper claims that the airline should issue it. No one seems to know what they are talking about. I am tired of being passed back and forth, and I need a resolution as soon as possible.Business response
11/26/2024
I have thoroughly reviewed the concern, and upon checking, it appears that your concern booking M-3A3NWL was already resolved. Refund was already processed back to the original form of payment with the last four digit ending 4739. 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.
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