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:04/22/2025

  Type:Service or Repair 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 purchased three airline tickets using the Hopper App from **********, ******* to **********, **** for travel on July 20, 2024. After arriving at the airport in **********, I was informed that our flight was canceled due to the Crowd Strike Outage. I waited in line for 4 hours at the ticket office only to be told that my flight is now changed to the following day. Because if this delay, I missed my connecting flights in ******, ******* and in *******, ******. I was unable to reach Hopper customer service due to millions of other people experiencing the same outage. Hopper app is refusing to refund my money or give a credit for future travel. I've called numerous times and each time I'm told I have to contact the airlines for a refund or that they will do research and call me back. I've never gotten a call back. When I call the airlines, I'm told the refund must come from Hopper because I purchased the tickets through them. I've been arguing with Hopper for almost a year and now they are saying there is nothing they can do because their missed connection guarantee has expired. Of course it has! We've been going around about this for almost a year! They strung me along until it expired.

  

  Business Response

  Date: 04/28/2025

  We sincerely apologize for the inconvenience you experienced with your Hopper booking H-L43RVG45KP. We understand you contacted our support team to request a refund due to a global system outage that caused a misconnection in your flight itinerary. Upon review, we confirmed your booking included our *********************************** and that you attempted to call within the valid timeframe. In line with this, we are pleased to inform you that your request to honor the guarantee has been approved. We have processed a refund of EUR561.00 to the original payment method ending in 1063. Please allow 3-10 business days for the refund to appear on your statement. In some cases, particularly with debit cards, processing times can extend up to two billing cycles (***** days) depending on the card issuer.
  
  

  Customer Answer

  Date: 04/28/2025

  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. 

  I appreciate finally being recognized by  Hopper **** however, the refund offered is less than what I was charged.  I paid $2963.54 in American dollars for three tickets.  And since I was unable to reach anyone at Hopper while I was stranded in ******,  due to the Crowd Strike Outage,  I was forced to purchase additional tickets for $3000 to get home. I am entitled a full refund of my original purchase of $2963.54 (American dollars) per Hopper's Missed Connection Guarantee.  

  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,

  *****

   

   

  

  Business Response

  Date: 05/04/2025

  We understand your request for a full refund for your booking. Following your inquiry, we promptly contacted our support team to explore the possibility of a one-time refund exception. We emphasized that the Missed Connection Guarantee was indeed active and valid at the time you contacted us. We are pleased to inform you that we successfully obtained the necessary approval to process a complete refund for your booking. Our records indicate that the total value of your ticket was EUR *******. We previously processed a partial refund of EUR ****** on April 28th. Today, we have initiated the refund of the remaining balance of EUR *******. This refund has been processed back to your original payment method. Please allow 3-10 business days for the refund to appear on your statement. In some cases, particularly with debit cards, processing times can extend up to two billing cycles (***** days) depending on the card issuer.

• Initial Complaint

  Date:04/16/2025

  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 was charged $691.50 for a JetBlue flight. However, the total fare on ******* shows the total fare was $449.95. There is a discrepancy of $241.55. I would appreciate the refund of the hidden fees.

  

  Business Response

  Date: 04/22/2025

  A refund of $225.00 USD has been issued to the customer. Refund may take 3 to 10 business days to process or up to 12 billing cycles to reflect on their account.
  

  Customer Answer

  Date: 04/22/2025

  [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:04/16/2025

  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 purchased tickets for my father on the app hopper So I decided to canceled them 15 min after booking And by law Im entitled to get my money So I havent received the money From them Also ***************** said that hopper the travel agency has the money I contacted my bank and they tried to reach them but they didnt have any response Its been 2 months I havent received anything

  

  Business Response

  Date: 04/22/2025

  The user booked a flight and canceled it within 24 hours. Although the ticket status shows as voided, the user claims she has not received a refund. Called the airline, advised it was voided and no charge from their end. The customer account should not be charged and any pending transaction is merely a pre-authorization from the airline.

  Customer Answer

  Date: 04/23/2025

  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,

  *****

   

   

• Initial Complaint

  Date:04/16/2025

  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 got a voucher from this company for $425 off a hotel. I tried to use it and its giving me errors. I reached out to hopper via phone and they told me my booking would be $416. I said thats not right check my voucher. They said they cannot apply my voucher on the phone and told me to try again on the app or on the web. I go on the app and it doesnt work. I go on the website and the website says it doesnt even see my voucher. So they are lying to their customers. I got My referrals to get my voucher to use for my friends a surprise trip for Mothers Day and its not letting me do it. This company should be ashamed. Why would you allow me to refer others to the site and then not let me use what I earned? Hopper seems like a huge scam and they need to be shut down for business. I need to be contacted and my voucher applied CORRECTLY so that I can book. I have Added pictures from the website showing the voucher not even being applied but showing that I have a voucher. I have Also added pictures from the app showing the voucher applied but payment not going through. This needs to be fixed asap please.

  

  Business Response

  Date: 04/26/2025

  Were so sorry youre having difficulty claiming your rewards for the Referral Program. After a thorough review of your record, we regret to inform you that the redemption of your accrued rewards cannot be processed at this time. This decision is based on recent indicators suggesting actions were taken to gather or utilize Referral Rewards in a manner inconsistent with the program's intended design and purpose within your Hopper account. Consequently, we are unable to release the accumulated rewards. We sincerely apologize that we cannot disclose specific details concerning the findings of our review. Please understand that this limitation is in place to protect the integrity of our Referral Program and its mechanisms against potential misuse. While we know this isnt the outcome youd hoped for, we appreciate your cooperation and understanding. Please accept our apologies for any inconvenience caused by this issue.
  
  

• Initial Complaint

  Date:04/14/2025

  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 purchased a price freeze for a reservation and the company put in the wrong dates but my app showed the correct dates and information. The company refused to honor their policy stated on their website of covering $300 of price increase.

  

  Business Response

  Date: 04/22/2025

  The user booked a hotel using Price Freeze (**) for June 58, but Dash reflects the booking as June 47. When the user attempted to complete the booking through the Hopper Price Freeze (H**), the system did not allow it due to the date mismatch. As a resolution, the agents initially refunded the ** fee and issued a $50 voucher.e will escalate this to our internal team for further investigation. In the meantime, the ** fee has been refunded and a total of $150 in Hopper vouchers has been issued to the user ($50 initially and an additional $100 as a goodwill gesture).
  

• Initial Complaint

  Date:04/14/2025

  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 was searching for a hotel for travel in May. I had everything selected when I found a place i wanted to stay at. I booked the room and paid for it. It wasn't until I received the confirmation that I realized the dates had changed somehow to the upcoming Sunday (I booked it on Friday). I tried changing the dates, did not let me. Called the hotel, they were willing but unable to. Called hopper support, they did they couldn't and denied the request even though the hotel said they would be willing. I lost 300 dollars to this reservation. I will never use hopper again. I wish I had read the reviews. I will stick with ***********.

  

  Business Response

  Date: 04/22/2025

   The customer booked a hotel stay at *************************** for April 1314, 2025, but intended to book for May 1314. The customer claims the system changed the date and contacted us immediately requesting to modify the reservation, stating that the hotel would allow the date change. However, when the handling agent reached out to the provider, the request was declined. Upon reviewing the user tracking, it shows that the customer initially searched for a stay on May 1314 but then returned to the home screen and proceeded to search for April 1314 instead. The booking details were reviewed multiple times by the customer before confirming and swiping to pay.
  
  There were no system errors during the booking process. Based on the activity log, the customer manually selected and confirmed the dates as April 1314. The handling agent promptly contacted the provider on the same day the customer called, but the provider denied the date change request. Therefore, no refund is applicable. We will adhere to our policy, which clearly states: If you choose to change or cancel this booking you will not be refunded any of the payment.
  
  
  
  
  

  Customer Answer

  Date: 04/22/2025

  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. 

   

  I did not select the dates in April.  Why would I select dates when I worked?  And why would I immediately call to change them once I realized they were not right?  I was looking at many hotels, thinking I was in the same date search and did not touch the dates after my initial search.  Please show me this new date search result.

  [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: 04/27/2025

  We would like to extend our apologies for the inconvenience and experience you have encountered with your booking 8DZG2LN6DQV7. Upon further review and based on the booking history, you have searched April *****. It is crucial to remember that our platform requires all users to carefully review the details of their booking before confirming and proceeding with payment. Based on the booking policy, If you choose to change or cancel this booking you will not be refunded any of the payment.
  
  We fully understand that the provided resolution may not meet your expectations, especially considering your prompt outreach to our support team immediately after identifying the discrepancy in the month of your intended booking. As a valued customer, and as a one-time exception for goodwill, we have processed a refund to your original payment method. 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:04/05/2025

  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.

  My son purchased air line tickets and the cancellation information on 4/3/25 for a flight on 4/4/24 to find out on the morning of 4/4/25 that he was being deployed and couldn't take the flight. On 4/5/25 he went on the App at 4:20 to cancel and was told he couldn't get a refund. I called the ************ to be told the same after speaking with a Supervisor who told me it had to be cancelled by 4:40 on 4/5/25. I informed the Supervisor the insurance does not say this and requested to speak with a manager. I then was told by ******** he was the highest I could speak with in the company. I'd like my son's refund

  

  Business Response

  Date: 04/06/2025

  We sincerely apologize for the delay with our response and for the inconvenience you experienced for the Hopper booking H-REJOBK5YK8.

  Per our investigation the Cancel For Any Reason plan you purchased was valid only until April 5, 2025 at exactly 3:43PM EST. This information was presented to you during the booking process and also in the confirmation email we have sent when the booking was finalized. Checking the interactions that happened it clearly shows that you first contacted Hopper via chat on April 5, 2025 at exactly 5:26PM EST which was after the expiration of the service which is why the agent who assisted you denied the redemption.
  
  As a one time exception we have honored the redemption and process a refund amounting to USD225.09 to the card ending in 6023. The amount was the total coverage of the plan which was 80% of the ticket cost only. (Please refer to the attached screenshot for reference)

  The refund processing will take 7 to 10 business days. Again, we apologize for the confusion. Hope you have a great day!

• Initial Complaint

  Date:03/26/2025

  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 purchase ***************** flights through Hopper on 3/18/25. When purchasing tickets, the ticket details clearly stated change allowed for free. I called customer service on 3/26 to request a change to the flight (original dates: 11/22-12/2, new dates: 11/20-12/2), they said it would be $700/ticket. This would be understandable if the new flight price was $700 higher than the original flight, but there was a $0 price difference between existing flight and new flight on hoppers website as of 3/26 for the same flight class.The customer service *** explained the extra charge was due to ***************** policy and that they would not be able to change the flight for free as promised at the time of purchase. He said hopper is bound by ***************** pricing when making flight changes. So in essence, flight changes are not free through Hopper service and would only have been free if I had booked through ***************** originally.

  

  Business Response

  Date: 03/29/2025

  Please accept our sincerest apologies for the inconvenience and frustration you experienced with your booking YXPPPB.

  Please understand that the statement change allowed for free means that there will be no change fee however, the airline is still imposing its policy that we need to collect the fare difference should the new flight cost be higher than the original cost. This is the same exact policy that the airline will advise you should you contact them directly to request the modification. Note that Hopper is 100% bound by the airline's rules, not to mention that the price is totally controlled by them. Lastly, please be advised that it can be more expensive to rebook/exchange a ticket than to buy a new one. Most travel agencies are unable to keep any residual amount if rebooking to a lower fare than the original ticket price/credit value. Hence, some airlines require travel agencies to price the change in the same or a higher price bracket as the original ticket to avoid any residual that will be forfeited.

  Customer Answer

  Date: 03/30/2025

  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. 

  I understand that hopper is limited by what the airlines allow, but that needs to be very clear at the time of booking with hopper.  If a change is labeled as free, that implies there is no cost to switch flights assuming the fare class is the same and the flight price is the same. This is the case in my situation.
  

  Had I known that flight changes would not be free, I would not have booked with Hopper in the first place and I would have booked directly with ***************** because they actually do offer free flight changes.

  The practice of labeling something as free, when its clearly not, is a predatory and unfair business practice that needs to be changed and might even be considered unlawful.

  Please change your marketing of these flights and correct my situation.

  
  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: 04/02/2025

  Hello, 
  
  Good day!

  Apologies for the late response. We totally understand your point. However please note that on the confirmation email or receipt we have sent to you. There is a disclaimer under the fare rules stating that fees may vary for this booking and then for change the airline may charge a fare difference to modify your flight. Please refer to the attached screenshots for more information. 
  

  Hence we will not honor your request and should you proceed in modifying the booking possible fare difference should be collected. Please understand that this policy is set by the airline and we are 100% bound to it. Again we sincerely apologize for the inconvenience. 

  Customer Answer

  Date: 04/03/2025

  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. 

  This flight change had no fare difference.
  
  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,

  *******

   

   

• Initial Complaint

  Date:03/22/2025

  Type:Service or Repair 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.

  Hopper, that is also d.b.a. ********** Travel notified me of a flight cancelation on ********* Express for March 22nd from ****** to *********. Subsequently when I made an international call to CapitalOne Travel for a resolution, they advised they would need to contact the airline for options. I was instructed to call back the next day, as the flight that was protected for me was for the following week and not acceptable. I called back the next day and was advised they still do not have any information for me. I also called ****************** and they advised as I booked through a travel agency, that they would have to be the ones to initiate the rebooking on another airline, which was permissible, or process a refund. I called *********** back, and they would not acknowledge that. At this point, I became very confused with the agency, unsure what was policy vs. fact and asked to speak with a supervisor. At this juncture I decided to record the call using my phone, so that I can repeat any instructions provided so that my memory would not lapse in any to-do's for me afterwards. The supervisor refused to help, because I decided to have the call recording, citing policies posted on their website. After reviewing all terms and conditions on the CapitalOne Travel site, it does not mention anywhere that call recording is not permissible. This left me feeling abandoned, despite claims of 'Guaranteed Support' on the CapitalOne Travel portal. I'm seeking a response from the agency, in response to my mounting concerns and their inability to provide help or a solution in line with the air carrier's reprotection rules.

  

  Business Response

  Date: 03/22/2025

  We sincerely apologize for what happened. Upon reviewing your booking, we can see that on March 18, 2025, a *********** Specialist assisted you and provided options regarding the airlines schedule change. Since the available flight offered was not suitable, you opted for a refund. During the call, the *********** agent informed you that a waiver code would be requested from the airline, which could take 2448 hours to process. After communicating with the airline on March 19, 2025, they authorized us to process the refund using a waiver code due to the schedule change. The refund of USD ***** has been issued as travel credit, while the USD ***** travel credit had already been refunded on March 2, 2025, due to the Price Match Guarantee.

  Customer Answer

  Date: 03/24/2025

  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. 

  Hello - The only option that CapitalOne Travel provided was to confirm the new itinerary for the following week. Rejecting the new flight directed me to contact the airline within 24hrs, otherwise the new flight would automatically confirm without a recourse, as specified in the communication CapitalOne Travel sent to me. I did contact ******************, which confirmed both via phone, ******** chat support, and on their website, which I provided in my BBB complaint, that this was a cancellation. As I booked through an agency, the airline directed me to CapitalOne Travel for rebooking or refund assistance. When I contacted CapitalOne Travel, there was no solution other than the new itinerary for the following week. I relentlessly asked for a new flight the same day and was not given any options to rebook. When I inquired about a refund, I could not even be guaranteed a refund. This led me to purchase a new ticket, at my own expense, prior to receiving a resolution through the agency. This is why I state that the agency failed to provide 'Guaranteed Support'. When I called the following day, I was still not provided with any rebooking options or refund. When I attempted to record the call, to follow any directions being provided, the supervisor advised that was not allowed per the terms and conditions posted on the website. I tried to validate those claims following the conversation and was unable to verify that was posted anywhere on the CapitalOne Travel site. 

  - Requesting understanding how CapitalOne Travel is following ****************** rules of engagement and CapitalOne Travel 'Guaranteed Support' 

  - Identification of where terms and conditions specify that call recording is not allowed

  - Gesture of goodwill for the service failure of IROPs handling. 

  Thank you,

  -Daniel 

  
  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: 03/26/2025

  Please accept our sincerest apologies for the inconvenience and frustration you experienced with your booking LZDVNU. 
  
  We conducted our investigation. Please find the details below:
  
  On March 18, 2025, the customer called regarding a canceled ****************** flight and inquired about rebooking with **************. The agent clarified that rebooking must be with the same airline and within a specified timeframe. After checking availability, the earliest Hong ************* flight was on March 24, 2025, but the customer declined to wait. Since no earlier options were available, the agent proactively offered a full refund of USD ****** in travel credits, which the customer accepted. The cancellation request was submitted for airline approval, with an expected processing time of 2448 hours, and the customer was informed that an email update would follow.
  
  Later that day, ****************** requested a waiver code from the airline, but ****************** required a full booking history before approving the refund.
  
  On March 19, 2025, at 1:30 AM EST, the customer followed up on the refund and, feeling frustrated by the delays, requested to speak with a supervisor. The supervisor informed the customer that while *********** Travel records calls for quality and compliance, customer-initiated recordings are not permitted per company policy. Due to this, the supervisor could not proceed with assistance unless the recording stopped. The customer was advised to call back without recording to move forward.
  
  At 9:48 AM EST, ****************** provided the waiver code, and the back-office agent processed the refund. A total of USD ***** was refunded in *********** Travel Credit, while USD ***** had already been refunded on March 2, 2025, under the Price Match Guarantee.
  

  Regarding your questions:
  
  How does *********** Travel follow **** ************* rules of engagement and its "Guaranteed Support" policy?
  
  *********** Travel follows airline policies and industry regulations, including **** guidelines, when handling bookings, refunds, and schedule changes. Since it operates as a travel agency and not an airline, any changes or cancellations must align with the airline's rules.
  
  As for Guaranteed Support, assistance is provided based on airline policies, fare rules, and any waivers available. While ****************** works to support customers as much as possible, some situations depend on airline approval, availability, and the terms of the booking.
  
  Where does it say that customer call recording isnt allowed?
  
  ****************** has an internal policy that doesnt allow customers to record calls. While calls are recorded by *********** Travel for quality and compliance, *********** Travel cant proceed with assistance if a customer is recording. This is a standard policy in many service industries to ensure privacy, security, and compliance with data protection laws.
  
  It may not be published in the *********** Travel Terms and Conditions, but it's a company protocol that agents follow.
  
  As a gesture of goodwill, we have added USD ****** in Travel Credits to your *********** Travel Account.
  

• Initial Complaint

  Date:03/19/2025

  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 used Hopper to book flights from ************ to ****** to ******. I made my purchase on 2024-June-19; the date of the trip was 2024-July-1. Hopper provided incorrect confirmation codes for my flights, thus preventing me from being able to check-in and board my flight. Hopper listed its own confirmation code as ZK1P6IOVJZ and the airline confirmation code as ******* for all 3 of my flights on my itinerary. Every agent I spoke to at Hopper insisted that this was correct and didn't acknowledge that it's very unusual for separate airlines to all use the same codes. The first flight (************ to ******) was reserved through JetBlue on 2024-July-1 at 9:06AM. Upon experiencing difficulty checking in online, I spoke to Hopper agents for help who insisted that their code was correct and that they didn't know why it wasn't working. They insisted that I continue to speak to them to resolve the issue. Time was running out for me to check-in online. I used *******'s automated customer support while I was still on the phone with Hopper; I was able to obtain the correct JetBlue confirmation code, which was in IIHALF. Hopper took so long that *******'s website wouldn't allow me to check-in online anymore, meaning I'd have to physically wait in line at the airport counter. By the time it was my turn at the counter, the ******* agent informed me that although my flight had not departed yet, it was past the cut-off time to allow me to board, resulting in me missing my flight.I explained the confirmation code issue to the agent. He indicated the correct JetBlue confirmation code as IIHALF and Hopper's code as invalid. He advised I speak to Hopper for further help. Upon several more phone calls to Hopper, the agents wouldn't accept responsibility for providing an incorrect confirmation code and they even insisted that ******* was mistaken. They wouldn't provide a refund/credit or even help with rebooking, thus I had to purchase an entirely new itinerary with another company.

  

  Business Response

  Date: 03/21/2025

  Please accept our sincerest apologies for the inconvenience and frustration you experienced with your booking Z-K1P6IOVJZ. I have carefully reviewed your records and noted that this was a past booking involving multiple airlines. Based on our records, you contacted our support team on July 1, 2024, at 8:02 AM, as you were unable to check in online. I checked your flight details and confirmed that your departure is July ****** from ************ at 9:06 AM. Please note that for most airlines, check-in is required at least 2 hours before the scheduled departure time, as boarding often begins an hour prior to departure.
  
  Regarding the flight that could not be retrieved on your account, this occurred because the reservation was made directly on the Hopper website and not through your Hopper account.
  
  I can see that my colleague has already been in contact with the airline to request a refund on your behalf. Unfortunately, the airline initially declined the refund due to their policy. However, as a gesture of goodwill and as a one-time exception, I have initiated the process of refund to your original form of payment ending in the last four digits 3853. 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.