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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.
Initial Complaint
10/03/2024
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.
Date of transaction: 6/21/24 Amount of money paid: ******** Reason for dispute: I am disputing this because I have reached out to the merchant (Hopper) multiple times to receive a refund for this service that I did not receive. The requested service on 7/19/24-7/23-24 and at that time my flight was canceled multiple times due to the Global crowd strike that caused a widespread IT outage that affected **************************** All flights were either grounded or canceled because of this. I was not able to make my reservation in *******. I am being told there is a cancellation rule which doesn't result in the problem that happened to me. This issue is beyond my control and therefore I should receive a refund for not being able to make my reservation. I have attempted to report this issue but have not received any results.
Business response
10/04/2024
We would like to extend our apologies for any inconvenience caused that you have encountered on the Hopper app. I have thoroughly reviewed your concern and upon checking, it appears that you have a confirmed hotel reservation at Moon Palace Jamaica – All Inclusive with check in on 2024-07-19 and check out on 2024-07-23. I understand that due to Global outage, you were not able to utilize your booking. Based on our records, we have reached out to our partner for a refund request; however, our request was denied for the reason given by our partner: flight is an issue outside the property. Also, upon checking, customer have filed a chargeback for this case. Our team has sent an email to the customer regarding the chargeback. Therefore, we need to wait for the outcome as the chargeback has already been filed.
Initial Complaint
10/02/2024
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 purchased a Sept 30 flight through the Hopper app from **** to ***** on Sept 16 for $426.09 In the morning on Sept 30, I was unable to check in online for my flight through Hopper app- I received error message. I arrived at **************** at 11:30am (3 hours and 20 minutes before my flight). When I got there I could not find my flight on boards- no Emirates flights, none at 2:20pm, no *********** on at all. I asked many airport employees for help, was sent from one end of airport to other and finally one person told me to get in line at Batik Air Malindo was the old ********* changed some years ago to Batik Air. At the counter I handed the woman my passport and she said I missed my flight, that it was at 12:45pm & it s now too late to check in. I told her I was not informed of any change. She said because there was no change. Hopper purchased a 12:45pm flight for me. I asked if I could be put on next flight & showed her my *********** saying flight was at 2:20pm. She said it is Hoppers mistake and I need to call them. I called them and was told I need to call airline. I called ******** and they said Hopper is third party booking agent who booked a 12:45pm flight that left on time- that they did not have my information to confirm or any way to contact me, only Hopper had my ************ is their responsibility to help me or refund me. I called Hopper again and asked to speak to supervisor because agent was insisting I call airlines even after I told him both airlines (and a pilot for another airline) all agreed that Hopper is responsible to help me. They called me back 30 minutes later to say they had no news yet because airline hasnt responded. I waited 2 more hours at airport for call back that has never come before booking the only flight I could find at 4x the cost of original. I have tried to request refund through app and only get sent in circles asking me to call agents who do not assist me and tell me to call airline. I require a refund.
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 flight with Emirates on booking reference Z-K25JDYHFC. We're sorry to hear that you were unable to take the flight due to a different time that was confirmed on the airline system. We have reached out with 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 as one-time exception on this case. 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
10/02/2024
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 went through Hopper's app to get a flight to ******. Noticing how the price seemed to get cheaper online I called to get assistance with the price freeze that allowed full cancellation at any time. When I spoke to the representative to try and get the cheaper flight he booked two one way tickets and charged my card, while being on the phone with him I was able to get a cheaper flight on another website and told him to cancel the tickets. I received a refund for one ticket but not the other. He said it may take a couple of days to show up on my bank statement, however up until now I still haven't received my refund and have tried to contact them several times concerning this refund.
Business response
10/02/2024
We would like to extend our apologies for any inconvenience caused that you have encountered on the Hopper app. I have thoroughly reviewed your concern and upon checking, it appears that you have a canceled bookings with reference YGHTDB and Z-C2CAIC5TD. Based on our record, for booking Z-C2CAIC5TD - it was refunded back to the original form of payment on 16Feb24. For the booking YGHTDB, since Airline is the merchant of record, I have reached out directly with Air Canada and as per advice, the ticket was canceled on 16Feb24 and there was no charge on this booking. As per Air Canada, if the booking was canceled within the void window, the charge will be reversed back on the account. I would recommend contacting your financial institution to check on the funds. I can only see two bookings on the account and both tickets are in voided status.
Initial Complaint
09/27/2024
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 made a reservation through Hopper for a trip from *** to *** on September 25th, returning to ********* on the 26th. This trip was for a court appearance and a visit from my daughter. However, due to a sudden emergency, I missed my return flight and work. I reached out to Hopper for assistance with a refund or credit to rebook my flight, but the response was unhelpful and unsympathetic. Despite booking through Hopper, I was directed back and forth between the airline and Hopper, resulting in additional expenses for hotels and rebooking flights. I made several attempts to resolve the situation, even speaking with a supervisor, but received no satisfactory resolution. I simply wanted a fair and compassionate response, such as a partial refund or credit for rebooking, but was met with greed and rudeness. This experience has been frustrating and disappointed. I dont wish this experience on anyone.
Business response
09/28/2024
We would like to extend our apologies for any inconvenience caused. I have thoroughly reviewed your concern and upon checking, it appears that you have a past dated confirmed booking on the Hopper app with confirmation N-BJDOY9. I'm sorry to hear that due to a personal emergency, you were not able to use your inbound flight. Since your booking is confirmed on a basic economy, fare rules are more restricted. Tickets are non-refundable and changes are not permitted. However, I tried to reach out with American airlines to seek an option on this case and as per the airline representative, you may fill up a form directly on the American airlines website. You can provide them details/reasons why you have not taken your return flight. The airline will check and investigate your request and once approved, they may provide you credit for the return flight. Kindly note that a response from the airline may take some time. Please note that this request is not guaranteed until the airline provides approval. As much as we want to provide you a credit, we cannot do so due to being bound to the airline policy.
Initial Complaint
09/21/2024
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 am writing to address an issue regarding a flight reservation I made through Hopper on May 23, 2024. Upon realizing I had mistakenly purchased this ticket, I promptly canceled my reservation within the 24-hour ***** period.Despite receiving confirmation of the cancellation, I have yet to receive the refund of $1,139.80. I have contacted agents from both Hopper and Copa multiple times, but unfortunately, my issue remains unresolved. I am reaching out in the hope that you can assist in expediting the refund process. My reservation details are as follows:Hopper Code: WDCTEW Ticket Number: ************* Copa Code: BEDFHL This matter is of urgent concern, and I would be grateful for your prompt assistance. I have contacted Hopper and Copa several times and each has relegated responsibility to the other. I cannot continue in this manner. It is now September and still I have not received my refund.
Business response
09/27/2024
We would like to extend our apologies for any inconvenience caused. We have thoroughly reviewed the case. Upon checking, we have verified that your booking ****** was canceled and since Airline is the merchant of record on this reservation, the refund will be processed on their end. I have reached out to ************* and we have requested to re-process the refund again that failed previously. Please note that the refund from airlines may take 4-8 weeks or may take longer.
Initial Complaint
09/20/2024
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.
Hopper is at fault of breaching a contract. We booked a 3 night hotel stay with them from 8/14/24- 8/17/24 at ******** in ***. Here's how: 1. Hotel 57 quoted in the email below that "the type of room selected for this reservation is "Standard Room, King or Two Doubles (Room Only)", meaning that the room type depends on hotel availability and is selected by the property with no options for us to ensure one type of room or another." However, when we checked in the hotel, we received a 1x Double Bed Room and not a 'Standard Room, King or Two Doubles.' We had paid for 2x Double Beds, but upon arrival we received 1x double bed. Therefore, we did not get what we paid for according to Hotel 57. This statement also does not match the receipt of Hopper reservation. 2. In the receipt and contract from Hopper, it clearly states 2x double beds for 4x guests. We did not receive this. We received a 1x double bed room but PAID for 2x double beds. Therefore, Hopper did not provide what they sold to a customer and broke this contract. The awful experience talking to Hopper *****s: 1) The first ***** we spoke to said he needed to call the hotel and was going to call back in 15 minutes. He never called back. 2) The second ***** we spoke to confirmed that we paid for 2x double beds but the hotel did not have one available during the nights booked. He recommended another hotel (The Lombardy) so we looked it up and it seemed ok so we said that's fine...and then the ***** realized that The Lombardy actually didn't have a room available for us. We then recommended another hotel and then the Hopper ***** said he was going to book it and put us on hold. When he came back he said that my "account was blocked due to a technical issue on Hopper" and he could not book anything for us. He also said he couldn't do anything to the "Hopper policy." As this ***** did not provide help, we tried to speak to the hotel directly again but they were just blaming Hopper. Hopper was blaming Hotel 57.
Business response
09/23/2024
Thank you for reaching out and sharing the details of the customer recent experience. We sincerely apologize for the frustration and inconvenience caused during their stay at Hotel 57, NYC, and the challenges they faced in resolving the issue. We understand that they were expecting a room with 2x double beds as per the Hopper reservation for four guests. However, upon arrival, they received a room with 1x double bed. This discrepancy is not aligned with the confirmation they received, and we acknowledge the frustration this caused. While room assignments may be subject to availability at the hotel’s discretion, we regret that they were not provided with the room type they had booked. We also apologize for the lack of proper follow-up from our agents. We understand the first agent did not return their call as promised, and the second agent was unable to secure an alternative accommodation due to a technical issue on our end. This is not the level of service we strive to provide, and we take full responsibility for these shortcomings.

Upon reviewing the information from the hotel, we can confirm that the hotel did upgrade the reservation at no additional charge to a King room. As a valued customer, and as a token of our appreciation for your patience, we would love to offer the customer a $100 Hopper voucher, which they can use toward any future booking with us.

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 app’s home screen; and
More details on vouchers can be found in our FAQs and Terms & Conditions.
Customer response
10/02/2024
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 # 22314387. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
My experience with Hopper was extremely disappointing and caused a great amount of stress and trauma to myself and my family. We were stuck in a very busy city with two tired children without accommodations for hours, while both the hotel and Hopper played the blame game. The hopper customer service was an absolute joke. They said they had a back up room at a different hotel for us. Once it came time to actually book it, you all of a sudden had a technical difficulty with your system and could no longer book it. And then the next time we called, you told my sister her account was suspended with no reason or explanation. Another time we called, I asked for the representatives name and you replied with "Tiger". It felt like we were being pranked, and honestly, it was very upsetting. I will absolutely never use your services again, and would never ever recommend your business to any other human. Based on your other BBB review, it seems like this is a common problem and you should be shut down. You are not fit to be in the travel business. Lesson learned. Always go thru the hotel directly, do not book third party!!!
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,
Julie

Business response
10/09/2024
We would like to extend again our apologies for any inconvenience caused that you have encountered both for your reservation and the service that you have received with our team. I have thoroughly reviewed your case and I can see that you have a confirmed booking at Hotel 57 by LuxUrban and your preferred room/bed type was not provided by our partner. I can see that my colleague sent a refund request to our partner due to this issue; however, it was declined due to the hotel claiming that they have provided an upgrade of the room to 1King bed. I know this is not the result that you want to receive. As a one time exception for this case, I have initiated a refund of USD100.00 to the original form of payment used on the booking. 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
09/18/2024
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 some flights with Hopper in April, confirmation ********** of my flights got cancelled in July. I have called Hopper more than 7 times regarding the issue, each time takes around 2 hours, I have also exchanged more than 20 Emails with the business.The answer is always the same: Hopper replies by saying it's waiting for airline confirmation every single time, and ignored any of my inquiries on what are the steps taken or additional information. I have tried reachout to the airline myself through phones or Email, and was able to get promoted response but was adviced the requests need to come through Hopper.After two months I still haven't got the booking issue resolved and could not finalize my travel plans, resulting significant time and financial lose due to increase in pricing.
Business response
09/26/2024
We would like to extend our apologies for any inconvenience caused. We have thoroughly reviewed the case. Upon checking, we have verified that there was a schedule change on your booking WFCGCT. For us to re-issue your ticket for the new flight, we have to get in touch with ************** to request a waiver code. I tried to reach out to **************, however, they advised me to contact their Vancouver office to request the waiver. I tried to contact ************** Vancouver but I'm unable to connect. I can see that your case is being handled by our Management team and they have also sent an email to ************** for the waiver. I understand that this is taking so long but rest assured that your case is being monitored and we've been chasing the airline for the waiver code. Once we receive the waiver code, we will re-issue your ticket right away and you will receive an update from our Management team.
Initial Complaint
09/18/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I cancelled a flight and have proof that Hopper and *************** would give me credit. Both businesses are saying the other is blocking ***** was for a ticket worth $1396.00 I've been at this since November 2023.The deadline for booking is October 27th.I have spend 21 hours on the phone with both businesses.I have an email from Hopper stating that this deal is valid.
Business response
09/23/2024
Thank you for reaching out and sharing the customer's experience with us. We sincerely apologize for the frustration they've faced in trying to obtain your credit for the cancelled flight. We understand how important this matter is, especially with the upcoming booking deadline. Upon checking, Im pleased to inform you that the new ticket has been reissued, and the information has already been relayed to the customer.
Customer response
09/23/2024
[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
09/18/2024
Complaint Type:
Customer Service 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.
This company is dishonest and is a scam. They do not honor the voucher you EARN after referring 15 people as they tell you. They lock your account and you cannot use the voucher or make a reservation. Worst company to ever exist. I will tell everyone and anyone to NEVER use hopper. Their customer service is the worst snd they are not even able to help you. 0/10.
Business response
09/20/2024
We would like to extend our apologies for any inconvenience caused. We have thoroughly reviewed the case. Upon checking, we have verified that your past referrals are blocked because of device sharing, and at this time we will not be able to honor those rewards as you are in violation of our referrals policy.
Customer response
09/20/2024
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.
This is completely untrue. While there was some accounts That were not qualified for the referral. There were still 15 accounts that were not device sharing accounts. Which would still fall within the requirements of the voucher deal. Therefore your excuse is not justifiable as to why the voucher was not good. Also, the voucher was rewarded to me based on the 15 accounts and the issue is not whether the voucher was valid or not the issue was that you locked my account. The voucher is valid and there should be no issues with it because there are 15 accounts that are not device sharing and your referral program told me which ones were valid and which ones were not. Do better. This is horrible.

Regards,
Rafeef

Business response
09/24/2024
After a thorough investigation from our technical team, we won't unfortunately be able to reactivate the account due to some violations of our referrals policy as we've shared previously. We wish we could provide a more favorable response.
Customer response
09/24/2024
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 *************************************** is a scam. You are scammers. You have false advertising. You are not an honest company. Give me my $425 for the 15 VALID accounts that were opened from my referrals. SCAMMERS

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,
Rafeef

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