Complaints

This profile includes complaints for Hopper USA, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Hopper USA, Inc.

  265 Franklin St Ste 1702 Boston, MA 02110-3144

• 

  Hopper USA, Inc.

  101 Arch St Fl 9 Boston, MA 02110-1131

• 

  Hopper

  18 W 18th St New York, NY 10011

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/15/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 19th, 2025, I purchased a plane ticket from Hopper for $356.36. No one was ablet toboard the plane due to health reasons, so I contacted Hopper multiple times and also tried to request a refund for my total amount due on their website, but they ignored me for a long time. Hopper's customer service was dismissive and refused to refund me my money, insisting that the ticket was non-refundable. This is unfair and deceptive because I did not receive the service I paid for, Hopper's refusal to refund me my money violates my consumer protection laws concerning services not rendered. This is what led me to reach out to ****************. I disputed it through my bank, and they ended up giving me a provisional refund until the investigation was complete, here we are almost 2 months later the provisional credit has be revised and now my account is overdrawn ****** due to hopper stating that they can't get me my refund because my refund is non-refundable. They told me to reach out to Hopper again, in which I did and was told again they will not be giving me my money back, doesn't matter if the services weren't rendered. they were completely nasty and rude about and were ok with stealing my money. This is violating the Fair Credit Billing Act. I contacted **************** fraud department to take proper action in the fraud dispute regarding the 356$ charge. and reported my same issue to **************** about the company that failed to provide a refund for the service I paid for. I purchased a flight that could not use due to health reasons, and Hopper has refused to refund me, citing a non-refundable policy. However, under federal consumer protection laws such as the Fair Credit Billing Act, I am entitled to dispute a charge for services not rendered. ***************** fraud department failed to investigate this properly and sided with the merchant without considering that I never received the service.

  

  Business Response

  Date: 07/17/2025

  We are writing in response to the complaint you recently submitted to us regarding a refund for your Hopper booking. We understand your frustration and concern about this matter.
  Upon attempting to pull up a booking using your email address and phone number, we were unable to locate your reservation. We would appreciate it if you could respond to this complaint with your Hopper booking confirmation, and we will be happy to investigate this for you. Thank you for your understanding.

  Customer Answer

  Date: 07/17/2025

  [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:
  
  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

  Date:07/11/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The hotel did not have hot water for 7 of the 8 days we stayed and had a ***** infestation so the hotel refunded 4 of the 8 nights to hopper I have called and confirmed with the hotel of the refund but hopper is giving me the run around its been more than 10 business days still hopper says they need to get ahold of the hotel to confirm witch they have done 4 times now I also have the invoices where the hotel has given the money back they won't refund the money back to me that has been refunded to them

  

  Business Response

  Date: 07/12/2025

  We acknowledge receipt of your complaint and sincerely apologize for any frustration and inconvenience you have encountered. We deeply regret that your recent experience with our services did not meet your expectations, and we appreciate you bringing this matter to our attention.
  
  Upon a thorough review of your booking Q4L47Q2HVZCZ, it appears that this is a past-date booking at Holiday Terrace Beachfront Hotel, a By The Sea Resort. We note that you contacted our support team regarding complaints and refunds. Based on our records, we have contacted our hotel partner, and a refund of USD ****** has already been initiated on 11Jul. Please note that hotel rates are contingent upon the specific dates of booking. Different room rates are provided by the hotel for each day and date, depending on guest volume. While we empathize with your request, we are unfortunately unable to process an additional refund. We regret that we cannot offer further assistance in this matter. Please understand that Hopper is entirely bound by the hotel's policy, and we are only authorized to process refunds that have been approved by our partner.
  
  
  

  Customer Answer

  Date: 07/12/2025

  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 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,

  *****

   

   

  Customer Answer

  Date: 07/14/2025

  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 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 you only refuded what you paid not what I paid you wich is a difference of around 300 dollars  my refund came only after I ask to speak to a supervisor witch I ask 8 times and still wasn't allowed to speak to one he told me the supervisor would tell me the same thing he wouldn't even hang up so I could take the survey 
  
  Regards,

  *****

   

   

  

  Business Response

  Date: 07/17/2025

  We acknowledge receipt of your response and sincerely apologize for any frustration and inconvenience you have encountered. As previously advised, hotel rates are contingent upon the specific dates of booking. Different room rates are provided by the hotel for each day and date, depending on guest volume. Due to the inconvenience you have encountered, and as a gesture of our commitment to customer satisfaction, we have made a special, one-time exception to issue a goodwill refund in the amount of USD ****** to your original form of payment. 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.

• Initial Complaint

  Date:07/09/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently booked a hotel stay through Hopper. Upon checkout, the hotel gave me my receipt. The receipt showed charges that was a difference of $163.72 between what Hopper was charging me (Including *************** & what the hotel receipt said. When I reached out to Hopper, FIRST I was told that the difference was the amount of taxes that Hopper had to pay that were NOT paid by the hotel. Then, when I looked further into my invoice from Hopper, they had a listed charge for taxes of $82.30, still leaving an unaccounted/undisclosed amount of $81.42. When the customer service **** I was speaking with couldnt tell me what that amount was for (He just kept saying it was Taxes), I asked to speak to a supervisor.When I spoke to a Supervisor, he also tried to tell me that it was for Taxes. When I explained the math, he changed that he was saying to sayin that Hopper is a *************** need to make money & that this amount (that he adamantly said was not an official Fee or Charge) is Hopper's Business Rate.??When I questioned why this Business Rate wasnt disclosed to their customers (ME) he said its because that amount isnt for the customers to know. Its for **********************. When I asked why they dont disclose this rate he again kept repeating the same reversed spiel about it not being a Fee or Charge, & that it wasnt for customers to know, because ********************** is a business & needs to make money & that Rate (NOT a Fee or Charge is how they do that. When I asked how they get to that number, he again just kept repeating that same spiel, Never actually answering why this Rate is not disclose to hopper customers.?? I told him, the issue" isnt them charging a Rate/Fee/Charge (Whatever loophole word they wanna use). Its that they dont disclose that Rate to their customers.??They did offer to reimburse me the $81.42 as a "1 time courtesy" but I still havent gotten that yet, and I doubt I ever will.

  

  Business Response

  Date: 07/10/2025

  We acknowledge receipt of your complaint and sincerely apologize for any frustration and inconvenience you have encountered. We deeply regret that your recent experience with our services did not meet your expectations, and we appreciate you bringing this matter to our attention.
  
  Upon a thorough review of your record regarding your booking P5G7QKBB7B7B, it appears that a refund amount USD81.42 was initiated in our system on July 09, 2025. Please be advised that refunds typically require 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, particularly those associated with debit cards, may have extended processing times, potentially extending up to two billing cycles (***** days). This specific timeline is determined by your banking institution, and regrettably, we are unable to expedite this process.

  Customer Answer

  Date: 07/14/2025

  [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:
  
  I have reviewed the response submitted by the business. They are correct, after I submitted my compliant, they did indicate a refund of the amount that they Stole from me. As I am NOT satisfied, I also know that they aren't going to do anything else for me in regards to 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. I do hope that my initial complaint stays public for other potential customers of theirs to see so that they are not taken advantage of like I was
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:07/08/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I froze Lufthansa flight prices for 5 people for a period of 21 days, paying 244. It was essential for me that hand luggage was included. Since Hopper only mentioned a small personal item, and ********* always includes hand luggage regardless of fare, I assumed it was covered.Due to many negative experiences, I became suspicious and wanted to clarify this directly with Hopper. I also contacted *********, who referred me back to Hoppers policies.Initially, I was completely unable to reach Hopper despite trying multiple channelsthe app, Instagram, X (*******), and the chatbotall contact attempts were blocked or ignored.On June 27, 2025, the chatbot finally responded, confirming that no hand luggage was included. Following this, I requested a refund and was told that a supervisor would contact me in writing within 7 days regarding this matter.That never happened. After waiting more than 9 days, I followed up but still received no meaningful written responseonly generic replies and a Contact Support button that connects exclusively to an international phone hotline, which is not toll-free for EU customers and involves long wait times.Because of this lack of clear communication and support, I was forced to book flights elsewhere.Hoppers baggage information was misleading and unclear, and their failure to provide timely written answers prevented me from benefiting from the Price Freeze I paid for.I have documented the interaction with screenshots.I demand a full refund of the 244 paid for the Price Freeze. I do not accept app credit or phone-based solutions.

• Initial Complaint

  Date:07/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a reservation for a car rental and car insurance with Hopper. I was unable to get the car because Routes does not allow in city rentals. I was unaware of this policy, therefore my car reservation was denied. I contacted Routes to start a refund since the company denied my reservation. The stated that I would have to work directly with Hopper. I contacted Hopper and they refused to provide a refund. Even though NO services were rendered, they still refused to provide a refund. I tried multiple times to get this matter resolved without any resolved.

  

  Business Response

  Date: 07/01/2025

  Upon reviewing your booking, we found that the "Important Information" section explicitly states that local renters are not allowed. We then contacted our car rental partner, who advised us that you are a resident of *******. This is why your rental was denied when you arrived at the pick-up location.

  We understand this is a difficult situation, and we did advocate for an exceptional refund on your behalf. However, our partner is firm on upholding the booking policy. As such, the booking remains non-refundable, and we must adhere to their nonrefundable policy. We suggest reaching out to your insurance provider to inquire about potential compensation. Thank you for understanding and we sincerely regret any inconvenience this may have caused.

  
  

• Initial Complaint

  Date:06/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The hopper app in the location for a 3rd party reservation doesnt want to give me my money back Red Roof Inn PLUS+ ************* - ********* ************************************************************************** The red **** say they refunded my money but the 3rd party doesnt want to refund my money back to me.

  

  Business Response

  Date: 06/25/2025

  We're sorry to hear of your dissatisfaction with our service, and we truly understand how disappointing this experience has been.
  Upon reviewing your case, we were informed that the reason a cancellation was requested from your end was due to the deposit fees required by the hotel, which were deemed unacceptable. Please understand that these requirements are set by the hotel directly, and as a third-party booking agency, we have no control over their policies or fees.
  Please know that our team made several attempts to advocate on your behalf directly with the hotel. Despite our efforts, the hotel has decided to uphold its policy and has ultimately denied the refund request. Hence, as we understand this is not the outcome you were hoping for, our team has issued a refund of $25.00 back to the original form of payment and issued a $40.00 worth of goodwill voucher to your account which you can use towards your future plans.
  While we have exhausted all efforts to appeal this decision, we remain available should you have any additional questions or concerns. Thank you again for your understanding.

• Initial Complaint

  Date:06/15/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a flight on 1/30/2025 from ***** to ***** through Hopper. The flight was suppose to return on 5/25/25 around 11am. The flight updated to after 12pm and that would no longer work with my scheduled plans. I had purchased their insurance policy to cancel for any reason and it would reimburse me for 80% of my flight. And I could cancel from their hopper app. I had paid ***** (this is included from ****** amount I was charged for) for their insurance policy. Hopper failed to refund me anything for that trip. Even when I spoke to the customer representative they werent aware of such policy. Therefore this company is creating false advertisement in their add ons for an insurance policy they do not follow.

  

  Business Response

  Date: 06/15/2025

  Hello
  
  I understand that you would like to use the insurance to refund for your booking SIJLZT.
  
  Upon checking, I can see that you actually purchased the **************** which is totally different from the Cancel for Any reason plan. The **************** does not cover a voluntary cancellation or refund. The plan usually covers emergency cases like medical reasons, airline cancellations, lost baggage etc.
  
  Due to privacy rules set in place by our insurance partner XCover, we unfortunately do not have access to your policy information. However, for a complete overview of what is covered under your policy, you can refer to your Policy Wording. For more information regarding the Policy, please refer to the Insurance confirmation email you have received. You may also create or log in to your XCover account here to access these documents.
  
  
  If you have any questions relating to your policy, you can contact XCover directly. Their support team is available 24/7. You may expect to receive their response within 24 hours.

• Initial Complaint

  Date:06/13/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had reservations to fly May21st booked through Hopper and was never notified from Hopper that my first flight of trip was cancelled. I went through Spirit but they said they notified Hopper 3 times of the change since that was the email they used to book my flight. I missed my college graduation and 3 times as much money and millions of memories. I feel someone needs to compensate me somehow. Conversation with Spirit and BBB.Spirit once again said they notified Hopper with email they used to book my ************************************************* someone help me Im out ****** plus missed my college graduation from nursing. I had no other choice since I never found out till that morning when I went to checkin. I need to be in ****** that next day for a family wedding

  

  Business Response

  Date: 06/14/2025

  I am writing in response to the complaint you recently submitted to us. We understand that you are seeking assistance with a matter related to a hotel reservation. Upon a thorough review of our records, using the email address you provided in connection with your complaint, we were unfortunately unable to locate any existing *************** flight reservation. To ensure that we can effectively investigate your concern and provide you with the most accurate resolution, we kindly request your assistance in providing us the Email Address Associated with the Hopper Account and the ********************** *****************************text="true" style="box-sizing: inherit;">
  Your prompt cooperation in providing these details is greatly appreciated, as it will allow us to proceed with our investigation without delay. We understand that this may require a bit more effort on your part, and we sincerely thank you in advance for your understanding and prompt attention to this request. Once we receive this information, we will do our utmost to resolve your complaint as quickly and efficiently as possible.

  Customer Answer

  Date: 06/14/2025

  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 resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  my email is ******************** and hopper booked these flights with there email and spirit said that is who he notified. My problem is I was never notified of any changes and due to that had to miss my graduation from college that I worked so hard for and also had to pay a additional ****** to get us to our destination on time

  .

  thank you

  nocol ******
  
  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

  Date: 06/16/2025

  This is in response to your ongoing complaint. Thank you for providing us with your email address. Upon accessing the account, there were no reservation associated to the email address provided. We apologize for the delay in resolving your request. We would appreciate if you could provide the actual Hopper booking code that can be found on the confirmation email that was sent to you upon completing the reservation.

  Again, we thank you for your patience and prompt attention to this request. Once we receive this information, we will do our utmost to resolve your complaint as quickly and efficiently as possible.

  Customer Answer

  Date: 06/16/2025

  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 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.
  Ok I believe this is the booking number you are looking for that attached?
  FAQ
  
  Regards,

  ******

   

   

• Initial Complaint

  Date:06/11/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hopper is a 3rd party app. I booked a car with insurance for a total of $55, Hopper also included a "breakdown of fees". I attempted to contact the number for the car rental company and it hung up on me repeatedly (important, as later, Hopper told me they have a "separate number" not available on the website for general customers. The place was understaffed and the line was long. I had to rush in order to avoid being billed another day at the hotel I was at after spending part of the morning looking for car. I've never had issues or odd fees from car rentals in the past, so I was not worried. The attendant at the company immediately informed me that Hopper's car insurance is NEVER accepted and they would immediately refund me (this is a known issue through Hopper). I was then charged, after one day and NO CAR ISSUES OR LOW GAS, NO FEES I INCURRED through ar use a total of $169! I called Hopper and basically told me I should have read the small print and they would only refund the insurance. I explained that since this is a known issue, this should not be offered to the public on their APP. I didn't have time to move to another car rental agency, and found myself stuck with the bill. Very disappointing experience. I will never use Hopper again--this is the worst 3rd party app ever--the AI program they use is also finely tuned to address issues to misrepresentation and fraudulent practices. They DO NOT CARE ABOUT YOUR WELLBEING WHATSOEVER. They're putting all the blame on the rental company, but I'm putting it all on HOPPER. They REFUSED to offer me any credit whatsoever.

  

  Business Response

  Date: 06/12/2025

  Please accept our sincerest apologies for any frustration and inconvenience you have experienced. We deeply regret that your experience did not meet your expectations, and we are committed to resolving this matter promptly and to your satisfaction. We have received your complaint and have carefully reviewed the details provided. We understand that you are seeking a refund for this additional charge. Upon receiving your complaint, we immediately reached out to our car rental partner to verify the charges. Unfortunately, they were unable to provide us with specific details regarding charges incurred at the LAX location. We also attempted to contact their LAX office directly, but the phone line was unavailable. Based on our records, we can confirm that the insurance you purchased through the app has already been cancelled, and a refund will be issued by ***********. Additionally, as a one-time exception and a gesture of goodwill for the inconvenience you have encountered, we have issued a USD50.00 Hopper voucher to your Hopper account. We hope this helps to mitigate some of the frustration you've experienced.
  
  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

  Date:06/10/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im filing a complaint against Hopper Inc. regarding the wrongful expiration of $1,450.21 in referral credits (Carrot Cash) and an unexplained lockout from my account, which prevented me from using the credits or continuing to book travel.Between March 2023 and January 2024, I earned over $2,400 in referral credits through Hoppers official referral program. My credits were confirmed valid and used for two bookings ($800.71 and $159.08). My referral link (*****************************************************) remained live in Hoppers system, generating ongoing traffic, and is still live.But in late 2023 or early 2024, Hopper silently blocked me from making bookings without any violation or warning. I was locked out of using my earned credits, which were then forcibly expired on June 5, 2025. This contradicts Section 9 of Hoppers own Terms of Service, as I was not inactive by choice, I was blocked from activity.I called support on June 6 and was told my case was escalated, but received no callback. I also emailed support, legal, and media with proof of account status, referral history, and Terms of Service excerpts. No response was *********** a verified account holder who openly promoted Hopper in LGBTQ travel spaces, Im also concerned that this suppression may reflect bias in how referral accounts are handled. I ask that Hopper confirm its internal policies are not discriminatory.Resolution Requested:Reinstatement of the $1,450.21 in Carrot Cash Restoration of account access immediately with ability to use credited Carrot Cash as outlined in the Hopper TOS.A goodwill credit to reflect the lockout period and lost earnings If not resolved by June 17, 2025, I will escalate this to the ***, state AGs in ** and **, press outlets, and Hoppers VC firms.Sincerely,**** C. ******* ***************** ************** Trip ID: ************ Trip ID: ************

  Customer Answer

  Date: 06/22/2025

  I have received a few messages from Hoppers escalations team, but they have failed to provide a full or adequate resolution. Despite my repeated, professional attempts to settle the matter including submission of a complete documentation packet, outreach to ********************************************* ********************************* and a direct message to CEO **** ******* Hopper has not responded with a meaningful or complete resolution.
  
  They credited only $660 of the $1,450.21 that was silently expired from my account without notice. This partial reinstatement confirms Hopper acknowledges the legitimacy of the credits, and by extension, the validity of my referral activity. Their ongoing refusal to pay the remaining $790.21 may constitute a violation of their own Terms of Service, and potentially affiliate or referral fraud.
  
  At this point, they are ignoring follow-up communication and have failed to meet any of the documented deadlines I provided. I have stated that I am willing to sign a non-disclosure agreement and resolve the matter privately, but they continue to disregard all formal offers of resolution.
  
  I can provide supporting screenshots of all communication and app activity. This complaint remains open and unresolved.

  Sincerely,

  **** *.

   

  
  

  

  Business Response

  Date: 06/27/2025

  We are writing in response to the complaint you recently submitted to us regarding a referral credit on your account. We understand your frustration and concern about this matter. Upon reviewing our records, we can confirm that this specific issue has already been addressed by our legal team. As part of our standard procedure, an email detailing the resolution was sent to the customer at the registered customer email address.