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
- 1,067 total complaints in the last 3 years.
- 173 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:07/26/2022
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 Ref UAZBNK -I purchased 2 tickets to fly from *** to *** on November 5, 2022. About 18 hours after completing the purchase I canceled through the Hopper App and got the notification that I would get my refund of $527.81 I have been waiting for several weeks, with zero response. I had tried contacting them through their automatic bot (app) and all I got was "we are looking into it". At this moment I have absolutely no way to contact them, even within the app since my trip is no longer active. The 24-hour reservation requirement is mandated by the ********** of Transportations consumer rule Enhancing Airline Passenger Protections (14 CFR 259.5(b)(4), 76 Fed. Reg. *****, *****, Apr. 25, 2011) and applies to all reservations made seven days or more prior to the flights scheduled departure time which clearly applies to me as the flight was purchased months before the actual flight.I appreciate your help getting my refund of $527.81 from Hopper.Thanks!***********************
Business Response
Date: 07/27/2022
Thanks for bringing this to our attention. We sincerely regret any difficulty or frustration our valued traveler encountered.
We checked ****** Mcnews account and confirmed that her concern had been resolved. The booking UAZBNK was refunded to the original form of payment. If the client requires further assistance or clarification, her email support ticket remains open.
Please contact us if you have any additional questions or if Hopper can be of any assistance.
Initial Complaint
Date:07/25/2022
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 a flight from ********* ** to ************** ** for July 8. When I went to check the details of my flight i couldnt find my flight. Thinking i somehow didnt book my flight i booked another. When i realized my mistake they i cancelled and they said a refund may take **** business days. I still have not gotten a refund for my $800 flight. Later i lost my phone and could not check my flight details and i could not log in with another device because I needed to verify with my missing phone. Hoppers phone number is just a recording with no options for help. On the app you can only contact support if you have a flight on the app!!Business Response
Date: 08/04/2022
Thank you very much for bringing this case to our attention! We do apologize for any inconvenience or concern our valued traveler has experienced. Our support team has reached out to ****** and we offer to issue a carrot cash amounting to USD800 back to her Hopper wallet. We are now awaiting for the customer's response so we can process it promptly.
Thank you, and stay safe!Initial Complaint
Date:07/25/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I make this complain on behave of my son he already submitted before, but we still waiting for all refunds that we requested including protection service and travel credits which should refunded to our credit not as vouchers with expired date on 12/2022 which I dont accept the complain is ( ********** services they offer services that they dont do for example ***************** which are not, not helping with changing ticket reservations any way, not helping with refund not offering even communicate with airlines to help with solution they left me alone, I had to buy another tickets for my parents because of that, and On top of that I dont got any refund for my tickets which were more than 2300$. it was through American Airlines confirmation code THX5NG Passengers ****** and *********************. Airlines keep saying the agency or third party could do it and Hopper saying handle this with airlines and that is it, they only getting money and no real service. Also I lost my refund 261 $ on first tickets because they did not tell me they will refund to the account instead to my credit card)Business Response
Date: 07/26/2022
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 can confirm that the airline processed the refund for the ticket on June 28, 2022. We also advised that the exact refund amount will be calculated by the airline, so there's a very small chance that the amount may vary, depending on the ability to refund certain airfare taxes. Airline refunds may take up to 6-8 weeks after processing to reflect and show on your account, depending on the banks processing time. Furthermore, we have refunded the USD15 VIP Fee and USD3 Hopper Tip.
Thank you, and stay safe!Customer Answer
Date: 08/03/2022
Business keep ignoring first issues about refunding booking A-MTRZL8 284 $ PER passenger should refunded to our credit not as voucher!
Also we paid around 400 $ total for protection plan which was useless and misleading.
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,****
Business Response
Date: 08/05/2022
Thank you for raising this concern to our attention. We have reviewed the account for this client and can confirm that Hopper issued an airline travel credit in accordance with the airline's authorization on July 06, 2022 . An email was sent to the client, outlining the details of their airline travel credit.
We understand that the customer is displeased that we are unable to refund his ticket, and that this isnt the outcome he was hoping for. Unfortunately, ***** Airlines has refused a refund and we are 100% bound by the airline policies.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.
Customer Answer
Date: 08/10/2022
they always using airlines as excuse as first issue when I asked for my tickets to be refunded by United and I checked it is not, and they said later refunded as you seeing, but with ***** is could be refunded and I am sure they never tried even to get refund, and just give temporary credit which is not even showed on my account on the app, just sent email saying I had credit expired on Dec this year !!
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,****
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