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Initial Complaint
10/28/2024
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I used hopper for the 1st time & unfortunately it has been an overwhelmingly negative experience Everytime I tried to purchase the flights (using a valid/problem free AMEX card) & tried to complete checkout, the process would fail & it would not allow me to buy the tickets. I tried several times; attempts made at 10:47 PM, 10:51 PM, 11:05 PM, for a purchase of $599.02 The app prompted me to "freeze" the flights and so I did this, even though my intention was to purchase the flights immediately, as there was no indication what the problem was or when it would be resolved. I did not want to lose the flights I had selected, and as far as I was aware the errors with their app could take many days to resolve, so I did opt to go through with this price freeze, for a fee of $115.10 - they had no trouble processing my payment for this.Seeing the freeze was successfully charged, unlike my numerous prior attempts to buy the actual flights, I tried once more & it actually worked (11:15 PM)So in effect the flights were frozen unnecessarily, & were only frozen for 8 minutes. As this freeze is quite an expensive charge ($115.10) it would be greatly appreciated if something could be done. The only reason the flights were frozen in the first place was because the app was nonfunctional and causing a lot of trouble in the process of trying to book the actual tickets. If it was working correctly the flights never would have been frozen and we would not be having this conversation.On top of this high charge of $115.10 for a price freeze that was never needed, this so-called price freeze did not actually work as the initial (attempted) purchases were only for $599.02. The price the app charged me for flights after this freeze was $625.02, so it still went up anyway! Hopper support tried to tell me the price freeze was only academic in nature & offered me a $50 voucher, however I never want to use Hopper again. I would like this pointless price freeze refunded.
Business response
10/29/2024
We would like to extend our apologies for any inconvenience caused that you have encountered. I have thoroughly reviewed your concern, and upon checking, it appears that you have a confirmed flight with ***************** with confirmation H-LO5Z85JWG2. I understand that you want to get a refund for the Price Freeze. I have reviewed your record and I can see that you have reached out with our support team and also were able to speak with one of our supervisors. As explained, Price Freeze is non-refundable since it was already exercised. Based on the call conversation, they have offered a USD50.00 voucher and was credited to your Hopper wallet on 26Oct. To provide you information on the Price Freeze, since this was already exercised, the total amount of the airfare that you have purchased is USD515.02 and you have purchased insurance with an amount USD110.00 that is why your total fare that was charged was USD625.02. I know that this is not the result that you want to have, however, as a one-time exception, I have issued another USD65.00 to make it total ****** as goodwill.

Here are some good things to know about the Hopper voucher:
$1 voucher has the same value as 1 USD;
Vouchers can be used to book flights, hotels, or car rentals in the app;
Vouchers are not applicable on UA flights
Vouchers are non-refundable;
If the voucher value is greater than the cost of the booking, the remaining amount will be forfeited;
It is valid up to 365 days from the issue date;
Vouchers can be combined with Carrot Cash, but not other vouchers or promotions;
You can check your voucher in the Hopper Wallet, accessible at the top of the apps home screen; and
More details on vouchers can be found in our FAQs: ************************************************************************************************************* and Terms & Conditions: *********************************************************.
Customer response
10/29/2024
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.
[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,
*****
Hello, I appreciate the additional voucher but as I mentioned earlier, I do not wish to use Hopper again after this experience, and your comments do not address the issues I raised in my initial complaint.
I have attached a screenshot of the **** card statement, showing the failed and erroneous transactions.

one can clearly see that after multiple failed attempts to purchase the flights, and the erroneous charge of the price freeze, the price went up to $625. Again, this is after the price freeze so how can one say it was exercised if the price still went up anyway?
My understanding is that the purpose of the Price Freeze is to maintain the price of the flight over the course of several days, or even weeks, before booking the flight, in case there is a chance the price may go up. Please allow me restate the following facts:

This Price Freeze was applied erroneously, AFTER previous attempts to purchase the flights. Why would someone freeze the price of flights for a later date If they are already intending to book at that particular time without waiting for a later date?
the price freeze is something that is designed to be utilized over the course of many days or weeks - the flights were successfully purchased only 8 minutes after this Price Freeze was erroneously initiated. The price freeze did not even exist for a reasonable amount of time to be exercised.

after the Price Freeze was erroneously initiated, the price of the flights still went up from $599.02 to $625.02 anyway. Absolutely no changes to the itinerary or insurance/additional services was made in any way in between attempts to purchase the flights on this error-ridden application. So it cant be said that the Price Freeze was exercised as the price still went up within the 8-minute period that it existed.

I have shown evidence once again that this price freeze was applied in error, and did not fulfill its purpose anyway. My ultimate request is for a refund of the $115.10 that was charged for the price freeze, back to the original payment method that was used.
Business response
11/07/2024
We have re-investigated your concern and based on the record, there was a multiple booking attempt made on 25Oct. We sincerely apologize for this inconvenience. Due to this matter, I have initiated a one-time exemption to process the Price Freeze refund amount of USD115.10. 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
10/24/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I booked a hotel back in May and went to check in to my hotel on October 4 and Hopper had canceled my hotel without my consent that morning and left me with no hotel after three hours of talking with them to get a resolution. After over three weeks of contacting them back-and-forth, trying to get my money back and compensation for the extra **** I had to take to my new hotel. They keep telling me to wait anywhere from 20 minutes, to three hours, to 24 to ******************************************************** the time frame they give me. They keep putting it back to their waiting to hear from the hotel but Ive contacted the hotel and I know that they respond within two days to emails, even then, you should always take care of the customer first and deal with the details with the hotel later after such a long amount of time. I have wasted so much time and energy consistently calling them with no resolution and just want my money back at the very least for my canceled hotel didnt even get to stay in and hopefully a refund for the extra **** I had to take to find a new hotel.
Business response
10/25/2024
We would like to extend our apologies for any inconvenience caused that you have encountered. I have thoroughly reviewed your concern, and upon checking, it appears that you have a confirmed hotel reservation at ************ ************************, an *********. I'm sorry to hear that you were not able to utilize your booking due to cancellation. I have reached out to the hotel directly and confirmed the reservation was canceled. In line with this, I have initiated the process of the refund on our end. 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
10/28/2024
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.
[I appreciate the refund, however, I do feel I should be compensated for having to take an extra **** to my new hotel that I had to book because I was not made aware ahead of time that my hotel had been canceled until I went to check in.]

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,
Kyla
Initial Complaint
10/23/2024
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
When I made this reservation the name of the car rental company wasn't enclosed until after I paid the balance and got a confirmation. Once I got my confirmation the company name was disclosed as well as their company policy. For this reason I was not able to read the company policy until after Hopper took my money. I went to the car rental place which was called Green motion Car rental in *************************** area. Once I hot there to pick up my rental they didn't not accept my **************** credit card which is stated on there policy that it is not accepted. But I wasn't able to see the policy until after I paid Hopper. The purchase was no refundable or cancelable. But I believe that this is a scam to keep peoples money because how are you supposed to read the policy if it wasn't disclosed until after payment.
Business response
10/23/2024
We would like to extend our apologies for any inconvenience caused that you have encountered. I have thoroughly reviewed your concern, and upon checking, it appears that you have a confirmed car rental booking with Greenmotion at ***********. I'm sorry to hear that you were not able to pick up the vehicle due to a payment issue. I have reviewed your case and upon checking your reservation, it is a non-refundable booking. Based on the policy of your booking, it states that **************** is not acceptable for payment. We believe that this policy was provided before the customer made the payment. Kindly note that customers are required to review all details and information before finalizing the reservation.
Initial Complaint
10/22/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
During hurricane ******, we sought hotel to stay at as our home was underwater, and mandatory evacuation. We booked 2 nights on the Hopper app. When we arrived the Hotel Manager who was very courteous and understanding showed us he had no openings and was fully booked because of the storms, was upset at Hopper for taking a reservation and replied to them he had no rooms, but they took money from us for a reservation that did not exist.
Business response
10/23/2024
We would like to extend our apologies for any inconvenience caused that you have encountered. I have thoroughly reviewed your concern, and upon checking, it appears that you have a confirmed hotel reservation at SPOT *********************************** by The Red Collection. I'm sorry to hear that you were not able to utilize your booking due to the fact that the hotel was fully booked and confirmation did not appear to the hotel system. Based on your record, I can see that the refund was already processed by my colleague and an email confirmation was also sent to you. 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
10/25/2024
[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
10/17/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Date of Transaction Oct 9, 2024 Z-C2SR4WMTS reference number I went searching for flights for a trip planned for November. I found flights with Hopper, purchasing thinking I was purchasing in CAD dollars. Nothing was labeled u til Hopper processed my credit card. After the transaction was made at the bottom in below the total it was labelled prices are in US dollars and will be charged in Canadian dollars. I immediately tried to cancel. However there is no way to get ahold of them without a support ID. I was provided one that does not work. I canceled with AirCanada. I called my Mastercard, they specified to try and get ahold of Hopper for a resolution. Aircanada refunded me a portion of my flights. Hopper is refusing to refund the taxes and insurances associated with the flight. I feel that this was fraudulent as I thought I was purchasing something different. I have been able to email with Hopper, the first time I emailed Hopper responded that they would refund, the second time I have been denied.
Business response
10/17/2024
We would like to extend our apologies for any inconvenience caused that you have encountered. I have thoroughly reviewed your concern, and upon checking, it appears that you have a roundtrip booking with Air Canada. I have confirmed with Air Canada that the flight was already canceled and refund was also processed on their end. With regard to the insurance, as a one-time exception, I have initiated the process of the refund. Please note that I have processed the refund for both ticket and insurance on our end. Refunds 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 (45-60 days). This timeline is set out by your bank, and we are unable to expedite it.
Customer response
10/17/2024
[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 #22434707. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

Regards,

Amber K
Initial Complaint
10/12/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I booked a reservation to visit my daughter at college for parents weekend on August *****, 2024. Hurricane ****** made it impossible to make it to the hotel due to road washouts and unsafe conditions. I contacted the hotel and they informed me they were refunding all reservations due to the situation. I then contacted Hopper right away to requested a refund. I have talked to 5 different representatives that have provided various responses. They stated they would email me with updates or contact me regarding the status which did not happen. I was informed they needed to contact a third party booking and they would email the hotel for confirmation of refund, which did not happen. I have been in contact with the hotel consistently and they have not received any correspondence. I attempted again to call Hopper to initiate a refund and was told that I would have to get an email from the hotel confirming a refund and then I would have to send it to Hopper, then call Hopper to let them know I sent it, then they would send it to the third party to start the refund. Mind you, the hotel never received any funds. This has been nothing but a headache and a waste of time. I just want a refund as quickly as they took the money out of my account when booking.
Business response
10/15/2024
We would like to extend our apologies for any inconvenience caused that you have encountered. I have thoroughly reviewed your concern, and upon checking, it appears that you have a confirmed hotel reservation at **************. I'm sorry to hear that you were not able to utilize your booking due to the hurricane. I have reviewed your concern and I can see that my colleague already sent an email to our partner for a one time exception for the refund; however, we have not received a response. In line with this case, since you have shared the refund approval from the Manager of **************, I have initiated the process of the refund on our end. 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
10/10/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On March 25, 2024, I reserved a hotel at the ****************** in ********, ** from 9/1/24-9/2/24. for $107.32. On August 28, 2024, I reserved a car rental via Hertz at the *********** for $400.97 from 8/30/24-9/8/24. Both of these transactions were made with my debit card via Hopper, *** ***. Neither reservation booked via the *** could be honored and I ended up having to pay out of pocket for the hotel and the car rental. I have unsuccessfully been able to resolve this issue via disputing the charges with my bank (BofA), or with Hopper. Their representatives were less than helpful. It has been 30 days, *** still no resolution. BBB is my last resort. I am requesting a full refund as I was unable to receive the services I paid for.
Business response
10/10/2024
We would like to extend our apologies for any inconvenience caused that you have encountered. I have thoroughly reviewed your concern, and upon checking, it appears that you have a confirmed hotel reservation at Sleep Inn & Suites Metairie and a confirmed car rental with Hertz at ***********. I'm sorry to hear about your experience for both bookings. I have reached out with ***** and upon verification, you had an issue with their card payment policy. I asked for a one-time exception to waive the charge, and the request was approved. Regarding the hotel booking, I tried to reach out to the hotel, but I was unable to connect on the line. In line with this case, I have initiated the process of the refund on our end as a one time exception for both hotel and car rental. 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
10/07/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On July 20 2024, I booked a home ( Modern Family Pool Home * in ************* though the Hopper app for $1,077.19 for the dates July 25-July 29 2024. On July 25th I arrived in ******* and was awaiting check in to the home at 4 pm. At 3 PM I received a text message from the owner of the home stating that the home had flooded with sewage and I was unable to check into the home. The owner contacted hopper and canceled the reservation. Me and my family of (5* had no where to stay at that point and reached out to hopper as well to see when a refund would be issued. Upon contact hopper, they stated it would take 5-10 business days to receive a refund, unfortunately I was not able to wait that long due to me having surgery on July 26th. I then asked the agent on hopper if I could be issued a credit in replacement for the total of $1,077.19 so I could book another home and they agreed. We found another home ( Paradise ************ and Yard * and booked the home for $963.77 credit was used. Upon getting to the home at 8PM, we walked into a home full of roaches, and uncleanliness. We contacted hopper and was told to immediately leave and send them photos for a refund. All documentation was then sent over to hopper. Me and my family booked a hotel at that moment. I contacted hopper about the refund and was told I then had to wait for the host to respond via email to them and that they had NO phone number for the host. On July 30th I contacted hopper again for the issue and was told the same thing. On July 30th I reached out to my bank ( Chase * with all documentation, the bank stated it would be an issue I would have to handle with Hopper. As of today, October 7th I NEVER received a refund form Hopper. I contacted them on October 5th and was told they never spoke with the host and that I was s*** out of luck and then hung up on. I am now out of $1,077.19 as well as $404.54 for the hotel I had to book.
Business response
10/09/2024
We would like to extend our apologies for any inconvenience caused that you have encountered. I have thoroughly reviewed your concern and upon checking, it appears that you have a confirmed hotel reservation at ************** w/ Pool & Yard with check in on 2024-07-25 and check out on 2024-07-29. We have sent a refund request to our partner; however, we have not received a response from them. In line with this, I have initiated the process of the refund on our end. 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
10/07/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I booked and paid $2,565.36 for flight from *********** ** to *****, ***** on Nov 3 to Nov 15, 2024. Hopper number Z-C1QIF70Z2. *************** cancelled the flight so I had to rebook through Hopper another flight. Hopper number M-3POXAG. Same dates but now with Delta. Hopper will not refund me the money for cancelled flight and *************** will not talk with me and says go through my agent which is Hopper.Please help me!***** *****
Business response
10/09/2024
We would like to extend our apologies for any inconvenience caused that you have encountered. I have thoroughly reviewed your concern and upon checking, it appears that you have a refund request with British Airways for your booking Z-C1QIF7OZ2. Based on our record, I can see that your case is being handled by our management team. We have been in contact with the airline regarding your concern and as they have informed us, the refund process may take 8-10 weeks. Rest assured that your case is being monitored by our management team and we have been calling British airways for an update. You will receive an update from us once we get refund feedback from the airline.
Customer response
10/10/2024
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 # 22390770. 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 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,
Sandra

I do not accept as my traveling companion, Nancy Donahue, booked same flight with me and she got her refund shown on her credit card back on Sept 3. I sent a copy of her credit card statement to them showing refund from Hopper and asking for the same treatment. There should be no difference. Maybe Hopper originally did not ask for the refund for "me" in the right way or something. Hopper refuses to explain the difference in treatment but instead holds my money. I want a logical explanation why my friend gets her money but I cannot.
Moreover, my contract is with Hopper and Hopper cannot fulfill this contract so they to refund me. They have a separate contract with British Airways and they can wait for their money from them. Hopper is in breach of their contract with me!
Thank you, Sandy

Business response
10/16/2024
I have thoroughly reviewed your concern and reached out to British airways for the status of the refund. However the airline support agent was unable to provide details and advised that refund may take 8 to 10weeks to process. Refunds will then be credited to our account directly. Since this case has been taking so long, I have initiated the process of the refund on our end. 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 (45-60 days). This timeline is set out by your bank, and we are unable to expedite it.
Initial Complaint
10/05/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Booked a fully refundable flight on August 4th,2024. Requested a refund September 26th. Hopper said it would take ***** hours to handle the cancellation and refund. 48 hours later, hopper said they were waiting for confirmation from the airline. Called the airline a week later and they confirmed that the refund had already been processed on their end. Hopper stated they never received the refund. Ive called every day since 9/28 being told it would be handled within 48 hours. Here we are nearly 3 weeks later and I get the same response for every call. 48 hours. If youre going to offer a fully refundable flight option, please actually do your job. Dont play these games of oh it will be done in 48 hours and have people waiting for 3 weeks.
Business response
10/09/2024
We would like to extend our apologies for any inconvenience caused that you have encountered. I have thoroughly reviewed your concern and upon checking, it appears that you have a refund request with ************* for your booking O-CMAJS302. Based on our record, I can see that your case is being handled by our management team. We have been in contact with the airline regarding your concern and as they have informed us, the refund process may take between 60 to 90 days from the time it is processed to be credited. In line with this, I have initiated the process of the refund on our end to the 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
10/14/2024
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.
I received the refund for the amount I paid with my card, but I still have not received the hopper cash refund. It is pathetic how I have talked to the airline and they said it has been fully refunded, and that it would take 3-5 business days yet Hopper continues to hold my funds. Please refund the hopper cash credit to my account so I can use it to book a flight thank you
[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
10/17/2024
I have initiated the process of the gift card used on your booking through Hopper voucher. Please note that I have credited your Hopper wallet amount COP ********* (USD ******).

Here are some good things to know about the Hopper voucher:
$1 voucher has the same value as 1 USD;
Vouchers can be used to book flights, hotels, or car rentals in the app;
Vouchers are not applicable on UA flights
Vouchers are non-refundable;
If the voucher value is greater than the cost of the booking, the remaining amount will be forfeited;
It is valid up to 365 days from the issue date;
Vouchers can be combined with Carrot Cash, but not other vouchers or promotions;
You can check your voucher in the Hopper Wallet, accessible at the top of the apps home screen; and
More details on vouchers can be found in our FAQs and Terms & Conditions.

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