Reviews

This profile includes reviews 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

Review Details

• Review fromJ. R.

  Date: 05/11/2025

  1 star

  J. R.

  Date: 05/11/2025

  I am underwhelmed, to say the least, at the quality of service your application promises but fails to deliver. I was led to believe, according to your website, that users can amalgamate multiple gift cards during flight booking a feature I wanted to leverage. Disappointingly, my six gift cards returned nada, your application couldn't even digest two of them. It was indicated that an impasse such as this could be addressed by your ************************** through the seemingly alchemical process of combining all gift cards into a single entity. Deciding to go down that road, the response from your customer service was about as beneficial as a chocolate teapot, affirming that such a procedure doesn't exist. Yet it's clearly detailed in your so-called policies. Brilliant bait-and-switch tactics, by the way.Having wasted precious hours across five futile engagements with your team, the only thing that got escalated is my blood pressure. Each call, ending with the chorus of "call back in 48 hours", devolved into a farcical situation where my concerns were swept under the rug rather than addressed.During my last interaction with your team, which was about as fruitful as a barren tree, they decided to throw in an apparently worthless gift card for my trouble. The irony here isn't lost on me since, lo and behold, this gift card was just as defective as its predecessors.This ongoing circus is more than a mild inconvenience. My flights are in jeopardy and prices are sprouting like weeds while your commitments remain conveniently up in the air. In professional circles, I believe this is termed as blowing smoke. Well done on brewing a customer service ******. A once irate user, I am now beyond furious. Your penchant for hollow reassurances and lack of ownership has culminated in this email. I expect an immediate resolution to this debacle. If your multiple assurances were as abundant as your problems, we wouldn't be in this mess, would we?
  

  Hopper USA, Inc.

  Date: 05/15/2025

  We would like to extend our sincere apologies for the inconvenience you experienced while attempting to redeem your gift cards for your booking. This is certainly not the experience we aim to provide, and we truly regret any frustration it may have caused.
  We can see that our team has reviewed your account and confirmed that your Gift cards are valid for use. We're glad to see that after clearer instructions on how you can utilize your Gift cards, you were able to book a flight reservation using your Gift cards along with the voucher that was added to your account. You can expect an update regarding your flight booking within the next 48 to 72 hours.
  We genuinely appreciate your patience and understanding as we continue to make improvements to our app and services. Thank you for giving us the opportunity to make this right.

  J. R.

  Date: 05/16/2025

  Subject: Urgent Issue Regarding Gift Card Use on Flights Dear Team,I hope this message finds you well. I am writing to express my frustration and disappointment regarding the recent experience I had with using the $50 gift vouchers on your application for booking flights.After encountering technical issues with the application and speaking to one of your representatives, ******, I was initially assured that I would be able to use both of my $50 gift vouchers to cover the costs of my flights. However, despite multiple attempts and discussions with a supervisor, I was informed that only one voucher could be ********** a result, I had to pay out of pocket for my flights, which was unexpected and not in line with the information provided to me earlier. This situation has caused me great inconvenience and financial strain, as I had planned my booking around the use of the gift cards.I kindly request to be compensated for the additional expenses incurred due to this error on your application. I trust that you will understand my situation and take the necessary steps to rectify this issue promptly.I appreciate your attention to this matter and look forward to a swift resolution.Thank you for your understanding.
  

  Hopper USA, Inc.

  Date: 05/20/2025

  We're truly sorry to hear about your dissatisfaction with our service, and we appreciate you reaching out.
  We see that you've successfully booked your flight reservation under UKBTQT. Upon review, a total of $1,050.00 in Gift Cards and $50.00 in Goodwill Carrot Cash was applied toward the reservation, with an additional $44.94 charged to your credit card.
  We see here that another $50.00 Goodwill voucher was added to your account. We understand you were hoping to apply another $50.00 Goodwill voucher to this booking as well. We understand you were hoping to apply another $50.00 Goodwill voucher to this booking as well. However, please note that only one voucher or promotion can be applied per booking. In your case, because both a Gift Card and Carrot Cash were already used, the additional voucher could not be redeemed. All this information is available on our Get Help, which can be found in the app.
  
  
  As we wish to continue our business with you, we would like to rectify this and add an additional $50.00 worth of Carrot cash to your account. We've removed the voucher that was initially added and reissued it as Carrot cash as well to avoid future issues once you're ready to use them towards your next booking. For more details on voucher and promotion policies, please visit the Get Help section in the Hopper app.
  
  
  We hope this resolves your concern, and we truly appreciate you choosing Hopper.

  J. R.

  Date: 05/22/2025

  I hope this message finds you well. I wanted to express my appreciation for your prompt response regarding the issue I have been facing with using the gift cards. I understand that the matter has come to your attention due to the Better Business Bureau complaint, and I am grateful for your attention to this matter.I would like to clarify that my primary concern is not the accumulation of rewards or vouchers, but rather the refund for the additional expenses I had to incur as a result of the technical difficulties I encountered with your system. Due to the inability to utilize my gift cards for over a week, I was compelled to pay out-of-pocket for the increased airline prices, leading to an unexpected financial burden on my ****** main objective is to have the out-of-pocket expenses reimbursed, as I believe it is only fair given the circumstances. I trust that we can work together to find a satisfactory solution that addresses this issue effectively.Thank you for your attention to this matter, and I look forward to resolving this issue promptly.Sincerely,****
  

  Hopper USA, Inc.

  Date: 05/24/2025

  We understand your disappointment regarding the inconvenience you experienced. While we sympathize with your situation, a refund cannot be authorized at this time due to a subsequent increase in the airline ticket price. Please note that airline fares are dynamic and subject to change until a ticket is issued, a policy outside our control. Our records show that on May 20, 2025, we credited your Hopper wallet with USD100 in Carrot Cash as a one-time goodwill gesture to acknowledge the difficulties you faced. This credit was offered as a sincere effort to compensate for the disruption, despite our inability to provide a monetary refund due to the airline fare adjustment. 

  
  We appreciate your understanding of these standard industry practices and hope the Carrot Cash offers some compensation for the inconvenience.

  
  

  J. R.

  Date: 05/25/2025

  Dear Hopper Customer Support,I hope this email finds you well. I am writing to address a recent issue I encountered while trying to make a purchase using a gift card on your platform.Despite my efforts to use a valid gift card for payment, I was unable to complete the transaction due to technical difficulties on your end. As a result, I had to cover the cost out-of-pocket. Although I appreciate the $100 in Cash Carrot rewards offered as a gesture of goodwill, it does not fully alleviate the inconvenience and financial burden I experienced.I kindly request a refund of the $44 I paid out-of-pocket, as I would prefer to have my money back rather than receiving carrot cash. Your prompt attention to this matter would be greatly appreciated.Thank you for your understanding and assistance in resolving this issue promptly.Sincerely,****
  

  Hopper USA, Inc.

  Date: 05/28/2025

  Sorry for the delayed response. We understand that you prefer a refund than the carrot cash we have issued to the account. As a one time exception we have removed the carrot cash and processed a $44.94 cash refund to your account. Again we sincerely apologize for the inconvenience and hope this resolves the issue. Have a great day!

• Review fromwhitney l

  Date: 05/09/2025

  1 star

  whitney l

  Date: 05/09/2025

  This company refused to give me a refund and kept giving me the runaround about why. After I returned it to the same airport I picked it up from when I didn't need it for a cross country Excursion. I would not recommend them to anyone. Do not be fooled by their deals.
  

  Hopper USA, Inc.

  Date: 05/11/2025

  We have carefully reviewed your concern regarding booking 1578593362COUNT, which our records confirm as a finalized car rental reservation. We acknowledge your request for a partial refund for this booking. However, our current information indicates that this particular reservation is non-refundable according to the terms and conditions. During a previous communication, one of my colleagues advised that to explore the possibility of a refund, we require the name of the specific car rental desk representative who authorized such a refund. Furthermore, we would need supporting documentation from the car rental agency to verify this approval.  As much as we would like to proceed with the refund, we are unable to do so. Please understand that we are bound to our car rental partner policy.

• Review fromKathleen W

  Date: 05/06/2025

  1 star

  Kathleen W

  Date: 05/06/2025

  Less than one star. I will NEVER use Hopper again. What a mistake! I need to make a change for a flight. Called customer service and got someone who barely spoke English. They told me to email. I have done so four times over three weeks with no response. Never again and I will discourage anyone who asks.
  

  Hopper USA, Inc.

  Date: 05/09/2025

  Thank you for bringing this to our attention and we're sorry to hear that your experience with Hopper was less than
  satisfactory.

  We have reviewed your account and we see that you've reached out to our Customer Support about changing a middle name to one of the traveler.

  We would like to investigate and resolve this to the best of our ability. Please feel free to call us at *******************************) (Available 24/7, Toll-free). Our dedicated customer support team is available 24/7, ready to offer the assistance you require. Be assured that we are fully committed to resolving any issues you may encounter. Your satisfaction is important to us, and we are here to assist you in every possible way.

• Review fromLisa L

  Date: 05/04/2025

  1 star
  F***ing joke!!!!! they think its ok to do whatever they want with other people's time and money .... do not recommend them for s**t !!!

• Review fromAshish M

  Date: 04/26/2025

  1 star

  Ashish M

  Date: 04/26/2025

  The company uses tactics to make you believe you are receiving a value through booking their site. However, they do not disclose the policies of additional charges from the airlines in a place where a consumer can make an informed decision. In my situation, I booked a trip that had ***************** and *****************. They did not disclose the additional carry-on charges from Frontier. Although, Frontier may be in the right because of their standing policy, this does not excuse Hopper from not disclosing this information upfront. I will not be using Hopper any longer and I will definitely not fly with ***************** a nickel and dime company.
  

  Hopper USA, Inc.

  Date: 04/28/2025

  Thank you for sharing your experience, and we're truly sorry to hear about your dissatisfaction with using our app. Upon reviewing your booking, we see that you selected flights with two different carriers and chose ***************** for your return trip. ******** offers some of the most competitive rates; however, their fares are typically very restrictive and often do not include baggage or seat selection. At most possible, Hopper made every effort to clearly display such important information during the booking process and as for these airlines, a disclaimer is present letting our users know that baggage with ******** will be available at purchase directly on their website. We're sorry if this information somehow led to confusion.
  We appreciate you sharing your feedback, and this will definitely help us as were hard at work making constant improvements to the app.
  

• Review fromJoyce K

  Date: 04/08/2025

  1 star

  Joyce K

  Date: 04/08/2025

  Price freeze is a scam!!!Never had an issue with Hopper until I decided to use the "Price freeze" option for my flight to *********. I paid an extra $158 but didn't realize it doesn't go towards your flight. It's just an additional useless fee that they make you overpay. The terms and conditions are very misleading and many other people also has an issue with this. They should remove this option because it's really pointless.
  

  Hopper USA, Inc.

  Date: 04/10/2025

  Thank you for bringing this to our attention and we're sorry to hear that your experience with Hopper was less than satisfactory. We would like to investigate and resolve this. Please feel free to call us at *************** ****************) (Available 24/7, Toll-free). Our dedicated customer support team is available 24/7, ready to offer the assistance you require. Be assured that we are fully committed to resolving any issues you may encounter. Your satisfaction is important to us, and we are here to assist you in every possible way.
  

• Review fromH. C.

  Date: 04/03/2025

  1 star

  H. C.

  Date: 04/03/2025

  Do not book with this company!!!If they make a mistake with your accomodation booking like they did mine they will not help you!! They will hang up on you mid conversation Nd not call back!! They will leave you stranded in a foreign country to arrange your own refund of the originally wrong booking and to arrange your new accommodation by yourself and more than double the price!!! Then when you try to call them again after your holiday for compensation they will say there is no issue as the original refund has been processed. They will then say as your new booking was not with them they cant help you. Even when they are told you couldnt book with them again as they hung up on you they still refuse to take any responsibility of their mistakes. They will focus in on the fact the the original wrong booking was refunded so to them thats where their responsibility ends. It is an absolutely horrific company who does not care about their customers and leaving them stranded with no accomodation. This is a company that in Feb 2022 was valued at 5 billion dollars. This company is refusing to take responsibility and not wanting to help a customers with a reimbursement of roughly $700 AUD that they had to pay due to the companys mistake!! Apparently its just too much for them and they dont care about anyone else only making themselves and their ceos more money.
  

  Hopper USA, Inc.

  Date: 04/05/2025

  Thank you for bringing this matter to our attention. We're truly sorry to hear that your experience with Hopper did not meet your expectations. I have reviewed your case and confirmed that you have already been in contact with our support team and a refund was already processed on our system. We appreciate your feedback and will use it to improve our services and ensure a better experience for all our customers in the future.
  
  

  H. C.

  Date: 04/07/2025

  As expected. Only focusing on the original refund. Nothing about your employee hanging up on me and leaving me stranded without accommodation. Nothing about compensation for the new accommodation I had to pay for at OVER DOUBLE THE PRICE. An absolutely disgraceful company only worried about making themselves money. Avoid at all costs

  H. C.

  Date: 04/07/2025

  As expected. Only focusing on the original refund. Nothing about your employee hanging up on me and leaving me stranded without accommodation. Nothing about compensation for the new accommodation I had to pay for at OVER DOUBLE THE PRICE. An absolutely disgraceful company only worried about making themselves money. Avoid at all costs
  

  Hopper USA, Inc.

  Date: 04/12/2025

  Please accept our sincerest apologies for the recent inconvenience you experienced with Hopper. We understand your frustration and value your feedback as it helps us improve our services. We recognize that your time and satisfaction are important. As a token of our sincere apologies and as a one-time exception, we have credited a USD ****** voucher to your Hopper wallet. This voucher can be used towards your next booking with us. We hope this gesture will help restore your confidence in our commitment to resolving this issue and regaining your trust in our services.

• Review fromLlaneli G

  Date: 03/17/2025

  1 star

  Llaneli G

  Date: 03/17/2025

  Theres not enough characters on here that I can use to express the satisfaction and a professionalism that I dealt with this morning. I booked around 1am pst today. March 17, 2025. Made sure that this was refundable before I proceeded. It was refundable until March 18, 2025. I called aroun6 am pst to cancel. I was answered overseas . I understand there was a language barrier. It was pretty obvious, but tried to be clear and very direct. I wanted to cancel representative. Updated that I was passed a time frame that it was now 7am I stated to i my time my time zone the time zone the booked, the hotel was booked for. Theres nothing hecan do and he hung up. Second representative. Same overseas. Much meaner stated that I was past a timeframe he gave me a different time. It was six 630 a randomtime. Luckily, my call wasnt even at that time at the moment that I was calling. I was sc everything as we spoke, and I advised him that I was recording the call. I stated that I felt like this was a scam, and he was being fraudulent. He stated that it was the time of where they worked, and notwhere I booked it. I live in the *******. He said he called the hotel to cancel it, and they declined it. I asked to speak to a sup but before that he was arguing back-and-forth with me. Very unprofessional, and I just told him that I was recording the call bcuz. I was going to file a report with my credit card that he was a scammer.. third representative. After beinghung up about three times. Seems like he was able to refund it without any issues. I was very clear and conscious that I was recording I told him my time zone. I told him I wanted to file a complaint with the representative, and he agreed that he needed more coaching. Itis not my issue if they need more coaching or not. This was the 3rd representative. I spent three hours trying to cancel. They tried to lie to me and gaslight me, beware of possible scam!!!!! If I post this ok TikTok itll be viral of how funny it is
  

  Hopper USA, Inc.

  Date: 03/18/2025

  I sincerely apologize for the inconvenience and the experience you encountered. This is not the level of service Hopper strives to provide, and we truly regret any frustration this may have caused you. Please rest assured that we take your feedback seriously and will address this matter with the agents involved to ensure better service in the future.Upon reviewing your booking, I can confirm that the refund has been processed. Please note that it may take 3 to ********************************************* your account, depending on your banks processing time. If you have any further questions or concerns, please dont hesitate to reach out. We appreciate your patience and understanding.

  Llaneli G

  Date: 03/20/2025

  Yes because I threatened and recorded the call otherwise yall would have gotten away it it.. how many other ppl have gotten tricked ?
  

  Hopper USA, Inc.

  Date: 03/23/2025

  We're truly sorry to hear that your recent experience with Hopper did not meet your expectations. We value your feedback and appreciate you taking the time to share your concerns with us. Your feedback is essential in helping us identify areas where we can improve and ensure a better experience for all our customers. We take your concerns seriously and want to assure you that this has been documented. We are dedicated to continuously improving our services and providing the highest level of customer satisfaction.
  
  
  
  

• Review fromAvery B

  Date: 03/12/2025

  1 star

  Avery B

  Date: 03/12/2025

  This app scams people I was not able to take my flight they did not help me
  

  Hopper USA, Inc.

  Date: 03/14/2025

  Upon review, the customer has reached for a flight departing last March 12, 2025. The customer claims that he missed the flight because when he arrived at the airport he mentioned there was no ticket. The customer wanted to rebook but our agent is not able to provide so they have since spoken to the Supervisor. Upon checking, the customer was already refunded in full due to an airline issue. The customer insisted on a rebooking, but advised by the supervisor that would be for additional charge. The supervisor offered USD ***** Voucher and the customer accepted. 

• Review fromY. A.

  Date: 02/22/2025

  1 star

  Y. A.

  Date: 02/22/2025

  They scammed me from $283.42 for a rental vehicle. When I contested the charge they provided false information to the credit card bank which then declined my dispute. They stated that I was informed that they dont rent cars to local renters and non of that info was on the ordering page anywhere nor did they ask for flight information that they stated they require.
  

  Hopper USA, Inc.

  Date: 02/26/2025

  We would like to extend our apologies for the inconvenience and experience you have encountered with your booking. I understand that you want to get a full refund on this booking due to an issue you have encountered at the rental desk for local renters. I have reviewed the case, and upon checking the booking 3R39EW, it appears that this is a past date reservation. Based on the policy of the booking under Local Traveler Restriction that locations at ******* (***), ****** (***), ******* (***), and ******* (MCO) do not rent to local renters. All customers must have a valid return airline itinerary in order to rent. Routes locations at ******* (***), ****** (DEN), and ******* (***) and ******* (MCO) do not rent to local renters under any circumstance. I believe that this information is visible to the customer for review before swiping the payment. Regret to inform you that we can not process the refund at this time. As much as we would like to provide you a refund, unfortunately, we cannot do so. I really wish I could do more to help you. Unfortunately, Hopper doesn't have any control over this kind of policy. Please understand that we are 100% bound by their policy, and we can't process a refund without their approval.

  Y. A.

  Date: 03/05/2025

  No this is not visible on the app before clicking to pay. Also, there was no space requesting a flight number either. As per Routes they stated that Hopper is the one in control of the refund not them. The two of you companies should figure out who is responsible and refund me as I never had a message stating this until the agent at the desk rejected me from renting.
  

  Hopper USA, Inc.

  Date: 03/07/2025

  We sincerely apologize for the experience you had and we understand your frustration. Upon checking the record, a chargeback has already been filed on booking 3R39EW. Due to this case, we need to wait for the outcome as the chargeback has already been filed. If you have other concerns, please feel free to call us at *************** ****************) (Available 24/7, Toll-free). Our dedicated customer support team is available 24/7, ready to offer the assistance you require. Be assured that we are fully committed to resolving any issues you may encounter. Your satisfaction is important to us, and we are here to assist you in every possible way.

  Y. A.

  Date: 03/08/2025

  Why are you lying? You can see that I called Hopper on 12/22/24 regarding being denied the vehicle immediately after being denied. Its only after your deceptive practices did I then report you to the BBB. This charge is still active on my credit card. Refund me for not giving me a vehicle. At first you said you cant refund because it was not within your control. Now after I stated that Routes said it is within your control that you claim that I waited a month to contact you. Enough with the deception please.
  

  Hopper USA, Inc.

  Date: 03/14/2025

  Please accept my sincere apologies for the delay in responding to your concerns. I have carefully reviewed your case and understand that you contacted our support team on the day of your scheduled pick-up, December 22nd, due to an issue you encountered at the car rental desk. As we explained in our previous communication, our partner denied our refund request due to their Local Traveler Restriction policy. Due to the inconvenience you experienced, we have decided to make a one-time exception and issue a goodwill refund of USD ****** to the original form of payment, the card ending in 5285, as registered in our system. 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.
  
  
  

  Y. A.

  Date: 03/15/2025

  I appreciate your refunding me for not providing the service. I will keep an eye out for the finalization of the refund.
  

  Hopper USA, Inc.

  Date: 03/18/2025

  You are welcome and have a great day!