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
- 1,066 total complaints in the last 3 years.
- 171 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:08/13/2022
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 used the app to make reservations. Then attempted to call because I didn't got a thank you email for the registration I called the hotel to confirm. They said they showed a *********************. I began attempting to contact hopper on phone. The number does not allow you to speak to anyone. You are directed to use app. I attempted for days it went around in circles with instructions but no way to put a service request . I had to book another room for over $525 because it was the day of. This was 8/5-8/7/22. Please help
Business Response
Date: 08/22/2022
Thank you very much for your message and for bringing this case to our attention. We do apologize for any inconvenience or concern our valued traveler experienced in attempting to contact our Support Team and have this issue resolved. We can confirm however that our support team has reached out to Zanlandria Hardin as we need more information in regards of her concern. As soon as we have a response our agents will promptly assist accordingly. Thank you, and stay safe!Customer Answer
Date: 08/24/2022
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.]
I received response from Hopper representive indicating they could not find any information regarding proof. I was then asked how was my conversation with the representative *****. I never spoke with anyone. I responded to the email within the 2 day timeframe and explained my situation. I am not happy with the response that there is no proof and I am not happy with the false statement that I have spoke with a representative to resolve the situation. I need better assistance and a refund.
Thank you
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,Zanlandria
Business Response
Date: 08/29/2022
Thank you for raising this concern to our attention. We have reviewed the account for Zanlandria Hardin and can confirm that Hopper has communicated with her on August 25th 2022 that unfortunately, as we were unable to find any indication there were errors either with the Price Freeze or within the app itself, and the Price Freeze expired without being used, the deposit is considered forfeit. We sincerely regret the delays our valued traveler has experienced in receiving the assistance, we are however in contact with Zanlandria Hardin and will continue to stand by in case we can further assist with any questions or other concerns.Customer Answer
Date: 08/29/2022
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.
I feel there was no attempt to resolve my issue. It was the same issue when I tried to get more information on the hotel freeze or when I tried to call someone. You will get the same circle conversation. I felt like I was speaking with a bot and getting generated response. Anyone reading my issue could understand that I tried to call and to find out how to pay and couldn't get anyone. You could also see that I followed the steps and the bear kept goint in circles and I couldn't get any additional information. I even explained how it wanted to charge me $30 to talk with someone to explain the process. My issue was not about freezing the price. I wanted to know why I couldn't pay it at once. I was confused and tried at that moment to resolve it and it kept going in circles and then I loss my money and I only got the bot response once I reached out to BBB. Then it was false statements about me speaking with someone. I hadn't spoke with until the end. I was also confused how they couldn't verify my tranaction or that I was attempting to make payment, but couldn't get in contact with anyone to aid with the issue. I am not satisfied with it at all.
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,Zanlandria
Initial Complaint
Date:08/11/2022
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 used Hopper to schedule a flight from *********, DE to *******, *** (1 June 2022-24 June 2022). My flight ended up being cancelled by the airline, and I have since been waiting for a refund to be issued to me. I originally thought that the airline had not yet released the funds, as that is what Hopper support (via email) told me. I called the airline and they informed me that the refund funds had been released on 1 July 2022 and the funds were with my travel agency I used. I have yet to see the money that Hopper owes me.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 is currently investigating and working on her case. 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:08/11/2022
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 booked a Price Freeze on a flight on August 4, 2022 for a flight from *** to ***. When I tried to book the flight on August 10, 2022, the site was not working and I was unable to do so. I tried contacting the business but it was after regular business hours so I could not reach anyone. I tried to book the flight again on August 11, 2022 and it still was not working. I discovered when I tried again to reach customer service that their customer service is a sham and they do not offer any way for customers to get in contact with support about their purchases or bookings. I would like for the company to honor their original price freeze and assist me in booking the flight I purchased a freeze on.Business Response
Date: 08/17/2022
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 12th 2022 that the Price Freeze is a non-refundable fee and we have issued as a courtesy, a $18.00 USD credit for her to use through the app. 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:08/10/2022
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.
Hopper website took $14.00 unauthorized from my bank account. I have no idea why and didn't authorize it nor get any type of service .they are on no way able to be reached by phone or by email. I need my money back .Business Response
Date: 08/19/2022
Thank you very much for bringing this case to our attention! We do apologize for any inconvenience or concern our valued traveler has experienced. Our support team has reached out to ****** and we refunded the amount of USD14.00 back to his card on August 18, 2022. Furthermore, we are still on stand-by in case the customer needs more assistance.
Thank you, and stay safe!Initial Complaint
Date:08/10/2022
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 October 31, 2021, I purchased 2 tickets in Hopper for $****** Delta flights for December 3-5, 2021 from ********* to LA. We cancelled the trip when my entire family got covid-19 late November. My son was sick and when he was fine my husband and I got sick too the entire month of December. Our flights were cancelled but Hopper retained the funds.On June 19, 2022 I went to my Hopper account and click redeem available travel credit for 2 tickets from ********* to ********. I have a confirmation on their website that the base fare was 100.46/passenger and the roundtrip was only ******. I was glad but what I didn't understand was that it said they will charge my card for that amount when I have a total credit of ****** including the carrot cash added. Hopeful it will get sorted out and at that time even if I will be charge for ****** like it said I would it will still be okay with me. But when I received my credit card statement I saw that I was charged for $****** for the trip on top of my ****** credit balance. I tried calling many times but didn't get a hold of anyone only voicemail directing me to go to the App and choose the option I need. There are many options online but not to solve my issue . After several attempt I decided to cancel not willing to ****** more in addition to the ****** dollars credit on my account from my previous cancelled travel. Now again they are keeping an additional ****** that I didn't know they were charging my card for it. I just want to be refunded the entire amount of $724.42 because they charge so much to use a travel credit. In addition nobody answer the phone on their end. Please help.Business Response
Date: 08/16/2022
Thanks for bringing this to our attention, and please accept our apologies for the delay in responding. We reviewed **************** account and determined that our support team had reached out to her via email and phone to address her concerns. Please be advised that the email support ticket is still open, and if the client has any additional questions or concerns, she can simply reply to the email, and we would gladly assist. Thank you!
Customer Answer
Date: 08/16/2022
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.]
I have received several emails from Hopper but none to resolve my issue. Hopper said the first booking was ****** total but the new booking was ******. My questions are:1. What happened to the first confirmed booking I made? I didn't cancel it?
2. Who made the second booking with the price of ******? I didn't book for that price because I confirmed the first booking.
I been trying to tell them that but they don't accept my reasoning. I only booked 2 tickets once for a total of ****** and that's it. No' I did not make a second booking because the first one is confirmed.
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,Nelly
Business Response
Date: 08/17/2022
To explain further, you have an airline travel credit from your original Delta ticket (WKXHQH - issued on October 31, 2022.) The flight is from ********* to *********** on December 3 to 5, 2021, and the total credit cost is USD ****** per passenger or USD ****** for 2 passengers.
On June 18, 2022, we received your app request to book the credit for a flight from ********* to ******* on September 2 to 4. The new itinerary costs USD ****** per passenger, or USD ****** for two passengers. To make it clearer, your original ticket cost USD ******, while the preferred new flight costs USD ******, for a fare difference of USD ****** per passenger. A confirmation email was also sent at that time to notify you of the fare difference.
The new flight was processed on June 19 at 12:36 a.m., and you were notified via email of the new itinerary. You then cancelled the most recent flights on July 23, for which you were given a USD ****** travel credit per passenger.
All of this was outlined in the email support ticket. Please review and respond to the email if you have any further questions or concerns. Thank you!
Customer Answer
Date: 08/22/2022
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.
FAQ
Regards,Nelly
Initial Complaint
Date:08/08/2022
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.
Flight booked through Hopper 11 Dec 2021, hopper code ZYPONR, for a ************ flight, FJ Code 350XNY. Total paid US $1,822.94. After a **** airline flight change didnt work for our schedule we requested a full refund which was approved by hopper in an email from ***** D from a hopper 07 Jan 21. After months of hopper telling me they have submitted a request for refund from **** and are awaiting a response I called **** myself to find out that such a request had not been submitted. **** airways opened a case, reference number FJ20220602-4626 and provided an approval code for refund that Hopper needed to submit, code is FATN130-20. Ive emailed this code to Hopper on 3 separate occasions and heard no response. Its now been 7 months without refund, and months without any follow up or response from Hopper.Business Response
Date: 08/12/2022
Thank you very much for bringing this case to our attention. We do apologize for any inconvenience or concern our valued traveler has experienced. Our support team has refunded the amount of USD1822.94 on August 11, 2022 back to the customer's master card ****. Furthermore, we have emailed the customer for more information and we are on stand-by in case we can further assist the customer with any questions or other concerns.
Thank you, and stay safe!Initial Complaint
Date:08/06/2022
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 was in the process of purchasing 2 tickets on *************** from ******* to Dusseldorf via Kayak.com, when Hopper popped up in the process with a promise to "freeze the price" for seven days if I paid $36. When I went back to book the flights, at first, I did not get the promised access code to access Hopper and my "frozen tickets." I also repeated got site error messages. Only after writing a complaint to Hopper demanding a refund, did I suddenly get the access code. But, when I got to the Hopper system, the flight options were not available at the price or class that I had purchased the "price freeze" for. Now the price was almost double the amount that was supposedly "frozen"!! The original price of the 2 tickets I was purchasing was a total of $4k. When I tried to book those tickets that were supposed to have a frozen price, the total was $7.9k. And, the higher price was for a lower passenger class than the "frozen price" I had selected. At no point in the process did Hopper provide visible information as part of the "price freeze" option that warned that the product would NOT actually freeze the price and class. Hopper is designed to interrupt the booking process with a promise of freezing the price, but is really a bait and switch scam. I would have complete the first booking process had Hopper not interrupted the process. As it stands, I was scammed out of $36 to "freeze the price" - and also lost the chance to book tickets at a good price and in the class I wanted. And now, customer service just sends the same template messages that seem to admit they offer a misleading, scam product: "At the time of your Price Freeze, Kayak uses Hopper's flight inventory, and this is the price that is being frozen for you. Since the pricing and availability are controlled by the airlines, we can only sell the prices that the airlines had given us allocation for." Huh? They literally market and sell their service as a "price freeze". There is no such freeze provided.Business Response
Date: 08/08/2022
Thanks for bringing this to our attention, and please accept our apologies for the delay in responding. We sincerely regret any difficulty or frustration our valued traveler encountered. We reviewed the customer's account and determined that this concern has been addressed. On August 6th 2022 we informed the user via email to explain the Price Freeze conditions. We understand that the customer is displeased that we are unable to refund his or her Price Freeze deposit, and that this isnt the outcome she was hoping for. Unfortunately, we do not have the ability to refund this fee as Price Freeze is a non-refundable purchase. 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:08/05/2022
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.
I pre-paid for a mystery car rental where I was guaranteed a economy size car with unlimited miles. *** name of the car rental agency was disclosed after I paid on 7/26/22. On 8/4/22, when I went to pick the car up from the car rental agency (Easirent), Easirent told me that since I have a FL drivers license, they can only give me 150 miles per day. *** worker at the counter agreed to cancel my transaction and said Hopper didnt pay them yet. Hopper is refusing to refund the $172 car rental that I was not able to pick up since I didnt have unlimited miles (what I paid for). I want Hopper to refund my money because I appd for a service they did not provide. If you look at Hoppers website under an Easirent rental, there is zero statement that says ** residents dont get unlimited mileage on car rentals.Business Response
Date: 08/16/2022
Thanks for bringing our attention to this, and please accept our apologies for the delay in responding. We sincerely regret any difficulty or frustration our valued traveler encountered.
We checked ***************************-burtons account and confirmed that her concern had been resolved. The USD172.58 car rental booking was refunded in full to the original payment method. If the client requires further assistance or clarification, the email support ticket we sent her remains open.
If the client requires additional assistance or clarification, they can contact us via the app or any of our social media channels, and we will gladly assist!
Customer Answer
Date: 08/16/2022
[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:08/05/2022
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 used price freeze on hopper and had a few questions but you CANNOT get in touch with customer service like the other people said. The price freeze works where you can spend money in my case 88 dollars to save a price and buy the ticket at that price. From my understanding of the price freeze is that the money would go towards the ticket because that would only make sense. The price would have never gone more than 88 dollars. I wouldnt have paid for it if that was the case. The fact that I could Not get in touch with customer service to ask this question and I didnt even BUY from hopper I bought The ticket from somewhere else because it was CHEAPER!! That was the point of price freeze and the price should have changed with it but it didnt. Once you buy from them the link to get customer service appears only after you buy which is highway robbery and a scam. I should Have been able to ask these questions beforehand but you couldnt get in touch with them. So basically they took my 88 dollars and then sold the ticket I did A price freeze for while I had To buy from elsewhere. Now they will not give me my money back. They had the audacity to compare their Service to insurance AND I WORK IN INSURANCE !! This isnt insurance its a scam and I want My money back !Business Response
Date: 08/08/2022
Thanks for bringing this to our attention, and please accept our apologies for the delay in responding. We sincerely regret any difficulty or frustration our valued traveler encountered. We reviewed the customer's account and determined that this concern has been addressed. On June 1st 2022 we have informed the user via email the Price Freeze conditions. We understand that the customer is displeased that we are unable to refund his or her Price Freeze deposit, and that this isnt the outcome she was hoping for. Unfortunately, we do not have the ability to refund this fee as Price Freeze is a non-refundable purchase. The customer is welcomed to contact us via the app or through our social media channels for any further questions or concerns. Were always happy to help.Customer Answer
Date: 08/08/2022
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.
The fact that I was not given the choice to speak to someone prior to spending my money is the issue. Its not the fact that you cant refund it you wont refund it. When I spoke To someone through chat they were rude. Im not paying money for a service that was not used. The ticket that was held was given to someone else so basically taking my money and theirs. There is NO customer service until money is spent to ask questions!
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,Danasia
Business Response
Date: 08/09/2022
Thank you for the update.
We completely acknowledge our much-valued guest's perspective and concerns, and truly apologize for the disappointment that has occurred as a result of this experience.
Our app has a section that offers information on our products and services, including the Terms and Conditions which are applicable to the Price Freeze products. This can be accessed prior to purchasing a specific product or service.
We are in contact with *******************************, and will continue to stand by for assistance should there be further questions or concerns.
Customer Answer
Date: 08/09/2022
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.
The terms and conditions did not have the question that Ive tried to ask before I spent my money nor did the FAQs. I could Not GET in contact with customer service because they only give you the option once you spend your money. Im not sure of what part thats not being understood.
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,Danasia
Initial Complaint
Date:08/05/2022
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.
In March I purchased a flight from Hopper for a *************** flight. BA cancelled the flight and I requested a refund. I was told by Hopper that I would get a full refund of $584.80. It would take 10 to 15 days to process. after 15 days which was August 4, 2022 I called ***************. I was told that they had refunded the money to Hopper on July 16th. I had several emails back and forth and was refunded $510.43. I checked my bank statement and I paid them $575.68. I am trying to get my $65.25 refunded. They can't seem to read any of the screenshots they have requested. Since Im not getting anywhere with the and you cannot get a phone number to talk to someone, I am filing a complaint.Business Response
Date: 08/08/2022
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 accordance with the airline's authorization in the amount of ******GBP on August 04, 2022. The refund may take up to six weeks to post 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: 08/08/2022
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.
FAQ
Regards,*****
The company was refunded ****** from *************** on July 16. The waited over 15 days to give me a refund. In fact I had to contact them when I found out the had received them money. They waited until the pound had a much lower value. I only received $510.43. Which is $65 less than I originally paid. They technically refunded me in pounds. But cheated me out of the money they received from ***************. acts
Business Response
Date: 08/08/2022
Thanks for bringing this to our attention, and please accept our apologies for the delay in responding. We sincerely regret any difficulty or frustration our valued traveler encountered.
We reviewed the customer's account and determined that this concern was already addressed. On Aug 04, 2022 we reached out via email to explain the Refund conditions as this booking was charged in ************* Pounds. We understand that the customer is displeased and that this isnt the outcome she was hoping for.
We are however in contact with *************************** and 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.
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