Travel Services
Hopper USA, Inc.Important information
- Customer Complaint:
BBB with the use of artificial intelligence, analyzed the complaints on 3/20/24
BBB shared the findings and recommendations with Hopper USA, Inc.
The findings appeared to show:
Hidden Fees and Unexpected Charges
Cancellation and Refund Difficulties
Customer Service Concerns
Hopper USA, Inc. on 4/1/24 responded to BBB with the following:
Hidden Fees and Unexpected Charges: Hopper sees to it that all fees are disclosed during the booking process. At times, there are fees from the providers that are charged separately. For example, airlines normally charge fees for additional services like advanced seat assignments or checked bags. Hotels may also charge resort or amenity fees that are not included in the booking and are due at check-in. Hopper has no control over these fees, but we do our best to disclose these types of fees, if applicable, or advise customers that the airline or hotel may charge these separately. That said, if there are discrepancies that a customer sees either during or after the booking process, we ensure that it is corrected and we ensure the issue is resolved for the customer. We have added FAQs to help customers understand the price breakdowns and we have also improved the App UX to ensure clear pricing information.
Cancellation and Refund Difficulties: As a travel agency, Hopper often does not have control over the turnaround time on refunds especially where travel partners may be involved. We partner with a number of suppliers to ensure customers have a wide variety of booking options. We are bound by the policies of our providers. That said, our customer service team advocates for our customers and attempts to obtain refunds when appropriate. Oftentimes exceptions are not allowed, and we are forced to stick with the agreed terms and conditions laid out in the cancellation policy which is prominently displayed to customers at time of booking.
Customer Service Concerns: We have increased staffing to ensure that customers receive timely responses, but as an agency we cannot control the turnaround time with airlines and other partners. We also have a robust QA program, where we are constantly monitoring our agent performance to ensure they are going above and beyond to resolve customer issues. When we identify issues, we provide additional training and remove agents from the program if they are not meeting our rigorous standards.
Complaints
This profile includes complaints for Hopper USA, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,064 total complaints in the last 3 years.
- 170 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:08/22/2022
Type: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.
We paid HOPPER $505.57, an authorized service for Dollar for our rental car in *******. Dollar ****** they only received $52.36 from Hopper for the rental which is not correct. When we got to the airport, the agent asked us for a credit card for incidentals etc. When we left the airport, we were notified the next day of an additional set of charges from Dollar including insurance charges which we asked to be removed. The new set of charges from DOLLAR is $646.00. At this time we have been charged $1151.57 for a 1 week rental of a Camry. I am requesting the funds from this charge be reimbursed as I was double charged. Rental record ********* (Dollar) K0190428141(Hopper)
Business Response
Date: 09/12/2022
To whom it may concern,
Thank you for bringing this concern to our attention. We sincerely regret any concern or frustration our valued traveler has encountered in attempting to have their request resolved by our Support Team. I can confirm that our Support Team has already communicated with the customer and provided the information regarding the refund request. Thank you for your understanding.
Sincerely,
The Hopper Team.Initial Complaint
Date:08/21/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
While trying to book flight tickets hopper kept sending error messages. I tried two different cards While transaction wasn't processed by hopper has charged my both cards 3 times for transaction that never processed by them because they kept sending error ops message. Right now my two cards are charged over 7000$ by hopper for transaction they have not processed. I'm unable to use my credit cards because they have posted pending charges. I had to go and buy directly from Lufthansa and pay using another card since they have blocked all my available credit on *********** and PayPal cards with pending charges for transaction that they didn't process.Business Response
Date: 08/22/2022
Thank you for raising this concern to our attention. We have reviewed the account for **************************;and can confirm that Hopper has advised her that the amounts were voided transactions that will typically be removed from the credit account statement within 72 hours or up to 10 business days. In comparison, some card-issuing banks, like debit cards, take longer to clear the pending charge.
We have also issued a $30.00 Carrot Cash voucher to her Hopper account to express our sincerest gratitude for your patience and understanding. We sincerely regret the delays our valued traveler has experienced in receiving assistance, we are however in contact with **************************;and will continue to stand by in case we can further assist with any questions or other concerns.Initial Complaint
Date:08/21/2022
Type: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 hopper advertised our room with a jetted tub and sofa bed. After we arrived and saw the room was a average king room the hopper advised that they had a glitch and the the room was advertised incorrectly in their app. Spent 2 hours chatting with them trying to correct the situation. They refused to give us a refund and instead offered us a $30 off our next purchase (valid for 90 days) which we refused. I have uploaded photos of them admitted to their mistake and my email confirmation showing my room type.Business Response
Date: 08/29/2022
Thank you for raising this concern to our attention. We have reviewed the account for ****************************;and can confirm that Hopper has processed a refund in the amount of $232.10 USD on August 26th 2022. The refund may take up to six weeks to post back to their account. We sincerely regret the delays our valued traveler has experienced in receiving assistance, we are however in contact with
****************************;and will continue to stand by in case we can further assist with any questions or other concerns.Customer Answer
Date: 08/29/2022
[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:08/20/2022
Type: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.
SCAMMERS?????? FALSE INFORMATION AND ADVERTISEMENT should be the name of HOPPER. I bought over 14 flights for a family trip, all of them said ******* INCLUDED. Once closer to the trip, I noticed on the airlines themselves said I had NO LUGGAGE for ANY of them! I contacted hopper only for them to tell me to buy it. After hours of waiting responses, they offered as if it was a kindness to reimburse me what I spend on luggage on CARROT CASH, so I was supposed to spend over $700 worth of luggage and get it back as carrot cash, which wouldnt even be credited right away, meaning I could only then buy more products with them and be $700short for a trip happening soon. **********, was one of the many representative with who I spoke and was talking to hiM about the need for the vouchers to at least be reflected quickly on the account to buy the flight I need ASAP he asked about the flight I needed to purchase, I searched for the flights available when they had finally answered and I sent him the screenshot of $303 flight, waited for them 11 hours and no response, their system wouldnt even let me FREEZE the price as it SAYS it could so I could then use the vouchers no response for 11 hours after I sent them the screenshot of the flight I needed to buy, needless to say, THE FLIGHT WENT UP, now I have to decide if I pay 1200$ for a one way flight or almost $500 and lose a full day in my destination abroad with my family visiting from all over! Still no response from hopper. So I had to go ahead and book the last option with my money, because if not Ill lose the price again. Its now 4am and they have sent me to YET another representative who hasnt even read the last message from their colleague where we talk about the URGENCY of buying a new flight. Im still within the 24hr Grace ****** to cancel that last flight but Im scared Id only get more carrot cash back! I want cash and no carrot cash back! And to warn users about this scammers??Business Response
Date: 08/22/2022
Thank you for raising this concern to our attention. We have reviewed the account for *************************;and can confirm that Hopper has processed a refund in the amount of USD395.15 back to her credit card on August 20th 2022. The refund may take up to six weeks to post back to their account. We sincerely regret the delays our valued traveler has experienced in receiving the refund, we are however in contact with *************************;and will continue to stand by in case we can further assist with any questions or other concerns.Initial Complaint
Date:08/19/2022
Type: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.
Purchased international airfare (travel for 2) through hopper for $1200, 3 months in advance. Made a secondary purchase ($166) to ensure we had insurance for our flights should anything happen (cancellations) or should we need to change details. Additionally, at the time of checkout seat selection for our flights were purchased for $24 per flight. Upon confirmation of our purchase we were informed that any selection can only be processed through the airline directly. Attempting to select seats through the airline resulted in us being told it would be an additional $100 per passenger for each flight because we used a travel agency. After contacting hopper to change the dates of our flights due to a family event that requires attendance and utilize the insurance thought we purchased, they informed us via customer support chat, that we were unable to change any details about our flight through hopper but we could contact the airline. No refund, credits, changes, or cancellations. The airline then told us we could receive a waiver from hopper to change the dates. After contacting customer support again, ********************** told us to go back to the airline. The customer service at ********************** is extremely inefficient due to every bit of contact being done through chat thread and phone calls not even being an option. Also, any resolutions provided through hopper is to go back and forth through the airline directly. I was told several different times I could do one thing and then the option was immediately redacted. Nobody seems to know the correct information or how to help. Finally, I am extremely unsatisfied with the product and service that I purchased from hopper under the pretense that I would be able to have certain accommodations should I need them. We have filed a dispute for the charge from hopper with the banking institution and will not being doing business with hopper again. The services I purchased were not what was advertised to me and i am not able to use the service.Business Response
Date: 08/26/2022
Thank you for your message and for bringing this concern to our attention. We sincerely regret any difficulty or frustration our valued customer has experienced. We can confirm that Hopper has communicated with the passenger and advised changes and refunds are not allowed to this ticket due to it being a Basic Economy fare. The customer was also advised of the terms and conditions of the type of Insurance that was purchased with Hopper. This insurance purchased is called Flight Delay Plan and does not cover any changes, only delays. The customer can contact us via the app or through our social media channels for any further questions or concerns. Were always happy to help.
Initial Complaint
Date:08/15/2022
Type: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.
on july 27th i book a hotel through hopper for 2 nights and was charged ******. however the hotel was unable to process the payment and refused a room. After 4 hours of waiting in the parking lot we decided we would go find another hotel. Hopper guaranteed a refund of ****** and the difference of the hotel we were able to find. since it was already 2ish in the morning on the 28th i paid the hotel and hopper asked me to submit a folio and they would reimburse me. as of to date and talking to hopper almost everyday i have recieve no refund or compensation. the lastest answer was they requested me to open up paypal which i didnt want to do. hopper swears the ****** should be there, but it isnt. then they told me all they will give me is ********************************************************************************************************* total Hopper owes me $990.**. i have never dealt with such an incompetent company but this is now grand theft and fraud.Business Response
Date: 08/22/2022
Thank you for raising this concern to our attention. We have reviewed the account for **************************;and can confirm that Hopper has processed a refund in the amount of ******.04 on July 30th 2022. The refund may take up to six weeks to post back to their account. We sincerely regret the delays our valued traveler has experienced in receiving the refund, we are however in contact with **************************;and will continue to stand by in case we can further assist with any questions or other concerns.Customer Answer
Date: 08/23/2022
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 deposited the ****** and then immediately withdrew it back from my account. The same day. If you were to deposit it and not take it back out it would be here. The 116 to paypal went threw and the ****** did too but ***** then took the ****** back out of my account almost immediately. It may seem like you deposited the money but you didnt because your took it back out after depositing it.
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,Caitlin
Business Response
Date: 08/29/2022
Thank you for raising this concern to our attention. We have reviewed the account for **************************;and can confirm that Hopper has processed a refund in the amount of 288.04 USD and $116.60 USD on July 30th 2022 and August 15th 2022 . The refund may take up to six weeks to post back to their account. We sincerely regret the delays our valued traveler has experienced in receiving the refund, we are however in contact with *************************** and will continue to stand by in case we can further assist with any questions or other concerns.Initial Complaint
Date:08/15/2022
Type: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 opted to use the ********************* option. A few days in, I decided to make the purchase because the price had not moved. When I went to make the purchase, I was mislead and I am now paying significantly more than the price communicated from the ********************* option. I cannot cancel without being charged the full amount.Business Response
Date: 08/16/2022
Thanks for bringing our attention to this, and please accept our apologies for the delay in responding.
We reviewed ********************* account and determined that her concern was already addressed. We can confirm that the Price Freeze was activated. Because the hotel booking was a PayLater booking, Hopper reimbursed her deposit of US$71.61 and the fare difference of US$72 as Carrot Cash. This Carrot Cash was deposited into the user's ********************** Wallet and will expire on 02-08-2023.
Please dont hesitate to contact us if you have any additional questions or if Hopper can be of any assistance. Thank you!
Initial Complaint
Date:08/14/2022
Type: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 bought 2 tickets from Hopper for international flight to **** -Africa-it was with Turkish Airline. The day prior I fortunately called Turkish airline just to try to get our seat numbers and was told my flight was cancelled. I was not able to get ahold of Hopper other then email. I did send them email to request a refund. I had to go to Turkish airline in person at *********************************** and when they looked to see if I can get a refund they said it was paid by a **** debit card. I had paid Hopper with Discover card. So they were not able to give me any refund. At this time I have sent several emails to insure I get my money back to my Discover card. Also, this company informed me that they are charging me $400 -out of my refund because of contacting them for refund. This was extremely upsetting and I had to be forced to purchase another ticket the same day to get to my destination which of course cost me much more money. I want to make sure I get the money back for the two tickets and at this time I am extremely concerned this company will not return my money. This trip was incredibly important to me and my son because I had not been home for over 12 years. I want this business to pay me back my full refund. Thank you.Business Response
Date: 08/16/2022
Thank you for raising this concern to our attention. We have reviewed the account for Kalifa Coulibaly and can confirm that Hopper has processed a refund in accordance with the airline's authorization in the amount of USD$2779.97 on August 9th 2022. The refund may take up to six weeks to post back to their account. We sincerely regret the delays our valued traveler has experienced in receiving the refund, we are however in contact with Kalifa Coulibaly and will continue to stand by in case we can further assist with any questions or other concerns.Customer Answer
Date: 08/17/2022
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.
FAQI have not received my full refund from Hopper.
Regards I was deducted $416.00 with no explication from Hopper.Hopper only reimburse $2779.94 the total amount to be reimbursed should be $3,195.94Kalifa
Business Response
Date: 08/22/2022
Thank you for raising this concern to our attention. We have reviewed the account for Kalifa Coulibaly and can confirm that Hopper has offered a refund of $******.00 as a Hopper voucher on August 18th 2022, but we have not heard back from the customer. We sincerely regret the delays our valued traveler has experienced in receiving assistance, we are however in contact with Kalifa Coulibaly
and will continue to stand by in case we can further assist with any questions or other concerns.Initial Complaint
Date:08/13/2022
Type: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 am complaining regarding the flight reservation we made through Hopper.com. Confirmation code KFHEDY, ******* confirmation # 3ZKEXS.We purchased the international flight from *****, *** to a final destination to *******, ********* for July 12th for our family of 4: me, my husband, and 2 minor children. Due to the health issues and some emergencies, our kids took another flight to ******* a few days later with their grandma and aunt. So only my husband and I bordered the plane on July 12th. So, kid's tickets have not been used on that day. When we came to the *************** on July 6th to check in for our flight back to *****, *** we found out that kids tickets are no longer valid. We were extremely shocked.We were explained that since one segment of the flight wasn't used at the beginning on July 12th, the entire ticket is being automatically canceled.We didn't know that nobody informed us about this important feature when we purchased tickets nor when the kids didn't show up for the flight. We didn't receive any email either from Hopper, ******* airlines, or American airlines, about the no-show policy and consequences.As we were explained by the ******* airport representative, this burden to inform the passengers were on Hopper since the tickets were purchased through their agency.So since the kids tickets were automatically canceled by the system, me and my husband didn't depart as well. We couldn't leave our 2 minor children alone at the airport.We had to spend two nights at the hotel which cost us additional.Brand new tickets which cost our family over $3k. This is a high season and the prices were extremely high for the last-minute reservations.We had to book different flights with different airlines since there were no available seats on the same plane.We had to book different flights with different airlines since there were no available seats on one plane.I hope that we will be able to help to get some type of reimbursement.Thank youBusiness Response
Date: 08/16/2022
Thank you for raising this concern to our attention. We have reviewed the account for Agne Treciokiene and can confirm that Hopper has communicated with her via email on August 10th 2022 that the tickets are non refundable in case of a no-show as per the airline's policies. The refund may take up to six weeks to post back to their account. We sincerely regret any delay our valued traveler has experienced in receiving assistance. We are however in contact with Agne Treciokiene and will continue to stand by in case we can further assist with any questions or other concerns.Customer Answer
Date: 08/16/2022
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 # ********.
I need the clarification on the business response as they stated "The refund may take up to six weeks to post back to their account" what exactly does it mean? that they are working on the refund? what amount will be refunded to me? I need to get clarity as their response is very vague and doesn't meat my satisfaction.
I sincerely appreciate your assistance in this matter. I hope we will be able to resolve it quickly.
Regards,Agne
Business Response
Date: 08/17/2022
Thank you very much for your message and for bringing this matter to our attention. We apologize for the confusion our previous response has brought to out customer ******************** as it was a mistake from our part. As we have informed her via email on August 10th 2022, the tickets remain non-refundable and the customer is not eligible for a refund as per the airline's policies. Please understand we are 100% bound by the airline's policies. Thank you for your understanding and kind regards.Customer Answer
Date: 08/17/2022
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 # ********. I am not asking for a full refund as I understand that tickets were non refundable. I am seeking for some type of compensation for all this inconvenience. **** mentioned previously, I never received an notification email from Hopper stating that the return tickets will be automatically cancelled or something. If I had this information handy, I would plan accordingly and would try to reserve another tickets ahead of time. Since no email notifications were sent to me, I had to purchase new tickets at the last minute which cost me in addition $3k. I am kindly asking for any type of reimbursement or compensation at least partially cover my expenses. Thank you ********************
Initial Complaint
Date:08/13/2022
Type: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 an airline ticket through hopper. The fare was advertised with a 100% flight credit with no fee to change the flight should I need to change or cancel. The trip was cancelled and I cancelled the flight leaving me with a $275 flight credit on Delta. I tried to use the flight credit and was told there was $259 in fees to change the flight. Therefore leaving the credit completely worthless. I tried to book an advertised flight that was $322 on Delta (advertised at $309 on your app). I was told Id have to pay an additional $268 just to use my $275 credit on a $322 flight. Essentially my $275 credit is worth $54. This is completely false advertising. You advertise a 100% flight credit. You advertise that the only cost would be in actual fare differences. Had you advertised that fees/taxes etc would be added to cost I would never have booked with ******. Has you advertised that domestic and international flights have different rules I would have held off on the booking or I would have booked directly with the airline. To advertise 100% flight credit is completely false. You also advertise that if the flight credit cannot be issued than you will refund the cost.Business Response
Date: 08/16/2022
Thank you for raising this concern to our attention. We have reviewed the account for ***********************;and can confirm that Hopper has communicated with her via email on August 13th 2022 and informed her how travel credits work and provided a detail explanation of the additional charges at the moment of redeem it. We sincerely regret the delays our valued traveler has experienced in receiving assistance, we are however in contact with ***********************;and will continue to stand by in case we can further assist with any questions or other concerns.
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