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:04/14/2025

  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.

• Initial Complaint

  Date:03/03/2025

  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 am reaching out to you regarding the below tickets that were booked from Hopper. I reached out to an agent over the phone . He helped me in booking the tickets. We ended up cancelling tickets on the same call. Agent promised me that I will receive a full refund for the tickets . However I did not receive the full refund. I was charged $2679.51 on my credit card. I have received 3 refunds from Hopper amounting to $1859.01+$473.25+$200.67 = $2532.93 . I am missing $146.58. . I have received horrible customer service from agents over the phone . Including a supervisor who agreed that the agent who booked the tickets made errors .He told me that Hopper cannot do anything in this case. According to Hopper the bank has charged the exchange conversion. Had I been informed about the same from the first ****** I would not have booked the tickets in the first place.This supervisor did not provide me with his employee id . His first name is ****. I am very disappointed with the customer service I have received till now. I have been on the phone with hopper for hours .Please help me get the full refund back as promised on your website.

  

  Business Response

  Date: 03/04/2025

  We would like to extend our apologies for the inconvenience and experience you have encountered with your booking. I have reviewed the case, and upon checking booking H-MPRPM2VM38, it appears there's a refund inquiry. Based on our record, you have reached out to our support regarding this concern. Upon checking the record, we found that a full refund was already processed in our system. With the concern for the exchange rate difference, we regret to inform you that we can not process a refund for the difference as we have already refunded you in full from our end that is equivalent to the the booking amount of INR ********** (the same amount that can also be seen on your confirmation e-mail). There are no more funds for us to refund you further, as we have maximized any amount that can be refunded to you.

   

  However, as a goodwill gesture,  I have credited a Hopper voucher in the amount of USD100.00 as a one-time exception for this case. Please note that this is the maximum offer that I can provide as a valued customer of **********************.

  Here are some good things to know about the Hopper voucher:

  $1 voucher has the same value as 1 USD;
  Vouchers can be used to book flights, hotels, or car rentals in the app;
  Vouchers are not applicable on UA flights
  Vouchers are non-refundable;
  If the voucher value is greater than the cost of the booking, the remaining amount will be forfeited;
  It is valid up to 365 days from the issue date;
  Vouchers can be combined with Carrot Cash, but not other vouchers or promotions;
  You can check your voucher in the Hopper Wallet, accessible at the top of the apps home screen; and
  More details on vouchers can be found in our FAQs - ********************************************************************************************************************** Terms & Conditions - ***************************************************************;

  Customer Answer

  Date: 03/04/2025

  
  
  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:03/01/2025

  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 booked a flight through hopper with ********** from YAM to PHX. My flight to *** went ok, but my flight home was delayed multiple times. My return home flight ended up being moved from Thursday to Sunday. I had to cancel this flight because I needed to be home asap. I was required to spend over $2000 in return flights, hotels, food, and transportation due to these delays. Hopper is refusing to give me any refunds.

  

  Business Response

  Date: 03/03/2025

  We would like to extend our apologies for the inconvenience and experience you have encountered with your booking M-4MMQK7. I have reviewed your record and it appears that you have a past date roundtrip booking with **********. Upon checking the history of your flight, I can see that you made an upgrade for the return flight, but on 28Feb25, the flight was cancelled and a refund was requested. I was able to contact ********** to verify and was informed that refund for the upgrade was already processed in their system. However, for the partial refund on your inbound flight, the refund request is still in queue with the ********** refund team. Due to delays and cancellations of flights, there have been some delays in the process. Rest assured that once we receive the refund, we will process it on our end. If you have not receive the refund, you may contact our support team at +1-833-933-HOP1 ****************). Our dedicated customer support team is available 24/7 and 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.

• Initial Complaint

  Date:02/26/2025

  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 was scammed out of 1500$I received Hopper gift card amounting to about 1500$, but when I try to use the gift card balance, which is already redeemed on my account, it doesn't let me redeem the full amount, even though I have more than enough balance to book for the prepaid portion for the hotel. Fair enough, I decided to check out using partial credit applied at least. It does not let me check out with the giftcard balance at all. Now both the person who gifted me the hopper giftcard, saying there is a payment error, and I are very disappointed of essentially being scammed out of 1500$. I tried calling support and the estimated wait time increased from 15 minutes to an hour, and no one picked up. DONT USE THIS SERVICE!!!

  

  Business Response

  Date: 02/26/2025

  We would like to extend our apologies for the inconvenience and experience you have encountered with your Hopper gift card. I have reviewed your record and based on our system, Hopper gift cards have already been redeemed on 17Feb25 for your flight booking on record LXVDTY where USD440 was used on this reservation. Today 26Feb25, Hopper gift cards amount USD1,430.85 was redeemed for a hotel reservation on record J4MQ8ZXXGGJ8.

• Initial Complaint

  Date:02/24/2025

  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.

  Jan 26: I purchased a 3 night stay (Jan 30 - Feb 2) at the ***********'s in ********** for a total of $365.69 Jan 30: Upon arrival at *****'s, 4 hours away from my home, the front desk said there was no reservation under my name. After contacting ********************** support, they resent me the "reservation number" which Bally's also confirmed, shows no record in their system. Bally's attempted by looking up variations of my name, the reservation number from ********************** -- no records. ********************** stood firm that the issue is with the hotel and not **********************. I was juggling being on the phone for hours and waiting in the line at the hotel to speak to the front desk all while my 1 year old baby and wife were in the car waiting for us to get a room. I continued to call ********************** support to try and escalate given we had no where else to go. The *** advised we should just book directly with the hotel, and if I could provide proof from their management that they had no prior record of my booking, ********************** would cover the difference. I paid $622.28 for the 3 night walk-in rate, which is nearly double the rate advertised and already collected by **********************. The next morning I spoke with hotel management and they provided me the screenshots and email letter confirming there was no prior record of a reservation under my name, no such reservation that ********************** had provided me. I forwarded all of this information to **********************. Feb 4: Without consult, I received an email from ********************** that my Bally's reservation had been canceled and I was refunded in full for the $365.69. Via multiple emails and calls, I have re-explained this situation to various ***s. ********************** is responsible for compensating the difference between the rate they sold me the booking and the rate I was obligated to pay the hotel ($622.28 - $365.69 = $256.59). I believe I'm rightfully owed compensation, at the very least, as ********************** credit, because I should not be responsible for **********************'s failure to produce their inventory. They've stopped responding.

  

  Business Response

  Date: 02/24/2025

  We would like to extend our apologies for the inconvenience and experience you have encountered with your booking. I have reviewed the case, and upon checking booking VCX8MTNGCBNP, it appears that you have a past date booking *******************************. Based on our record, you have reached out with our support regarding this concern. Upon checking the record, a full refund was already processed on our system. With the concern for the rate difference, we regret to inform you that we can not process a refund for the difference; however, due to the inconvenience you have encountered, I have credited a Hopper voucher in the amount USD150.00 as a one-time exception for this case. Please note that this is the maximum offer that I can provide as a valued customer of **********************.
  
  Here are some good things to know about the Hopper voucher:
  $1 voucher has the same value as 1 USD;
  Vouchers can be used to book flights, hotels, or car rentals in the app;
  Vouchers are not applicable on UA flights
  Vouchers are non-refundable;
  If the voucher value is greater than the cost of the booking, the remaining amount will be forfeited;
  It is valid up to 365 days from the issue date;
  Vouchers can be combined with Carrot Cash, but not other vouchers or promotions;
  You can check your voucher in the Hopper Wallet, accessible at the top of the apps home screen; and
  More details on vouchers can be found in our FAQs - ************************************************************************************************************* and Terms & Conditions - *********************************************************.

  Customer Answer

  Date: 02/26/2025

  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. 

  Thank you for the $150 of the $250 difference, but I believe that I should rightfully receive at least a full $250 voucher, per the discussion that took place with the customer service representative at the time of my check-in, and per the circumstances that Hopper falsely sold me inventory that did not exist, and attempted to leave me to be responsible for the error/difference. I don't believe I should be responsible for covering any of the difference between the price Hopper advertised, and the price I was forced to pay on-site at the hotel. May I please have an additional $100 voucher to remedy this?
  
  
  
  Regards,

  ********

   

   

  

  Business Response

  Date: 03/05/2025

  We sincerely apologize for the inconvenience you experienced with your hotel booking at *******************************. After reviewing your case again, we understand that when you arrived at the hotel, they were unable to locate your reservation, which led you to book directly with them.
  
  Our team has already processed a full refund of USD ****** for your original reservation. Weve also reviewed the receipt from your direct booking at *******************************, which totaled USD ******. However, this amount included additional fees, such as resort fees of USD ***** and parking fees USD 40.00  that were always required to be paid directly at the property. These charges were disclosed in the confirmation email for your original Hopper booking and were not included in the amount you paid to us.
  
  As a gesture of goodwill, a USD ****** voucher has already been added to your Hopper Wallet. Given that a full refund was issued and that the additional charges were the hotel's direct fees, we are unable to provide an additional voucher. We appreciate your understanding and hope to assist you with a smoother experience in the future.
  

• Initial Complaint

  Date:02/21/2025

  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.

  Went on the app for a secret deal via Hopper. Took their *** and was told to decline the rental car company damage waiver. Upon coming to rent the car we were told we needed to take their damage and liability. I called my insurance and changes could be made to have the required insurance by Priceless and was declined by Priceless. They claimed I needed to make changes prior to coming. I had called my insurance and they said the changes would be instant and car would be covered to their amount reqiured. Still forced to take their insurance or cancel. We canceled because my trust was lost and felt like we were part of a bait and switch scheme. I can get the damage waiver refunded by Hopper but Hopper won't refund the rest. Had Hopper not told me to decline their coverage I could have been better prepared.

  

  Business Response

  Date: 02/24/2025

  We would like to extend our apologies for any inconvenience caused. Upon checking booking 3XSI89, it appears that this is a past date rental booking. I understand the frustration that you have encountered with your car booking. Due to this incident and as a one-time exception, I have initiated the process to refund the amount of USD72.81 as goodwill to the original form of payment, the card ending in the last 4 digits 9353 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.

  Customer Answer

  Date: 02/24/2025

  [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,
  
  **** *****