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

  18 W 18th St New York, NY 10011

• 

  Hopper USA, Inc.

  101 Arch St Fl 9 Boston, MA 02110-1131

Review Details

• Review fromLei C

  Date: 06/20/2025

  1 star

  Lei C

  Date: 06/20/2025

  I refuse to book with ****** again. Its better to go directly with the company youre choosing because modifications/cancellations are not possible with Hopper. With Hopper, I tried to make a change minutes after I booked and it wasnt allowed. The 3rd party told me they wouldnt help and me and Hopper told me they couldnt help me; terrible business practice. Checking prices works, but stop there!
  

  Hopper USA, Inc.

  Date: 06/22/2025

  Hello,

  Apologies for the inconvenience. We understand that you would like to modify your car rental booking 9941001104. Upon checking, the reservation you agreed to book was strictly nonrefundable and nonchangeable. These policies are set by the car rental and are beyond our control. Despite our efforts to coordinate with the vendor, they did not grant us an exception or authorization to modify or cancel the booking. 

  If you have questions or need further assistance, 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.

• Review fromRob L

  Date: 06/20/2025

  1 star

  Rob L

  Date: 06/20/2025

  Rented a car on the hopper app - was directed to TPA ( airport) in which the app assigned me to location quite some distance away in which was a SCAM. Wanted credit card asides from the one I reserved with to charge all these extra fees. The guy became irate when I said no and hopper declined to give money back. The name of the rental place was Rentawreck.
  

  Hopper USA, Inc.

  Date: 06/22/2025

  Hello,
  
  Apologies for the inconvenience. We understand that you would like a refund for your car rental booking AVWMZ9 due to the issues you encountered when you pick up the car. We would like to let you know that we contacted the car rental multiple times, but they did not authorize any refund. However, as a gesture of goodwill, we have fully refunded the booking on our end. A total of $35.04 was refunded to the same form of payment used. Please note that refund processing will take 7 to 10 business days. Hope this resolves the issue. 
  
  If you have questions or need further assistance, 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.
  

• Review fromBobbie B

  Date: 06/16/2025

  1 star

  Bobbie B

  Date: 06/16/2025

  Do not ever book with hopper. I had a very bad experience with them. I booked a flight and purchased travel disrubtion insurance with my tickets. Their policy is if a flight is delayed for over 2 hours then you get a refund. We had a 24 hour delay and had to end up driving home. We called numeruous times and have been sent in circles back and fourth. They refuse to honor this insurance we bought and told us it is not their problem after our 9th time calling and trying to figure it out. Awful customer service and do not honor their policys!
  

  Hopper USA, Inc.

  Date: 06/19/2025

  I am writing in response to the complaint you recently submitted to us. We understand that you are seeking assistance with a matter related to your flight reservation M-2FOO9Z, and we appreciate your patience as we worked to resolve this for you. Upon a thorough review of our records, we can confirm that you initially contacted our support team on June 10th regarding this specific concern. We have carefully examined the details of your request and have determined that you are indeed still eligible for the *********************************** that you purchased at the time of your initial contact with us. In line with our commitment to providing excellent service, we have initiated the redemption of your ***********************************.  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. 

• Review fromEbony J

  Date: 06/11/2025

  1 star

  Ebony J

  Date: 06/11/2025

  I booked with hopper I didnt know I was charged for a hotel at ******* I phone died . I reached out to hopper about this matter and wanted to cancel and get a refund they did not provide me any assistance I then express that I was homeless at the moment and needed my money back I had gotten a reservation under someone else name due to my phone dying and no knowledge of payment going through . They did nothing I am $66.09 dollars short and didnt even get the room booked please help I need my refund asap .
  

  Hopper USA, Inc.

  Date: 06/14/2025

  Hello!

  We apologize for the inconvenience and for the delayed response.

  Upon checking you already called our customer service and one of the agents was able to secure an approval from the property to cancel the booking free of charge hence a total of $66.29 was refunded to your account. Thank you!

  If you need further assistance feel free to call us at *************** ****************) (Available 24/7, Toll-free). 

• Review fromcarlos m

  Date: 06/09/2025

  1 star

  carlos m

  Date: 06/09/2025

  FALSE ADVERTISING !!!do NOT book with this company, they are extremely sketchy and gain customers on FALSE ADVERTISING, they supposedly give you $50 for every time someone SIGNS UP under your code but what they dont tell you its that they have to BOOK as well, that is NOT what the advertise says. im currently in process of suing this company for this very same reason, such a waste of time
  

  Hopper USA, Inc.

  Date: 06/10/2025

  Thank you for reaching out, and were truly sorry to hear about your experience with the referral program. After reviewing your account, it appears that the referee has not yet claimed their reward, which is why yours has not yet been activated. We apologize if this was not clearly communicated upfront and appreciate your feedback on how we can improve the way this program is presented. If you have any other concerns or if theres anything we can further assist you with, wed be happy to help.
  

• Review fromAlyssa S

  Date: 06/06/2025

  1 star

  Alyssa S

  Date: 06/06/2025

  I am not pleased with Hopper at this point. I had 2 very good experiences with no issues. My 3rd experience has been frustrating. I booked a car rental through the app and upon booking it said includes all taxes and fees. Just prior to pick up I checked in online with the rental company and saw additional taxes and fees displayed in the amount of approx $92. I contacted hopper immediately and provided screen shots. They told me there would be no additional fees unless I sign up for insurance or gas. I picked up the vehicle and they essentially said pay the extra $92 or you cant take the car. They told me the fees were required and to take it up with Hopper. I took it, informed hopper, provided them with the receipt as requested. I called the next day, they stated they would look into this after the reservation had concluded. Afterwards I contacted them again, waited on hold for 30 mins to tell me that fee is required and its state taxes despite the fact that the reservation said all taxes and fees included upon booking and it did not state in the rental agreement that you should anticipate additional fees upon check in. i Believe they should have refunded me that money due to their misleading booking.
  

  Hopper USA, Inc.

  Date: 06/07/2025

  Please accept our sincerest apologies for any frustration and inconvenience you have experienced. We have received your complaint and have carefully reviewed the details provided. We understand you are looking for a refund regarding the additional charge that was collected by the car rental. Upo checking your record, can see that you already reached out with our support team regarding this concern. My colleague did reached out with our car renal partner and confirmed that charged collected was a valid tax. Due to the inconvenience that you have encountered, and as a gesture of our commitment to customer satisfaction, we have made a special, one-time exception to issue a goodwill refund in the amount of USD ***** to your original form of payment. 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.

• Review fromAmanda A

  Date: 05/15/2025

  1 star

  Amanda A

  Date: 05/15/2025

  I will share similar concerns to many of the other posts made in relation to Hopper. If you care about quality and trust with a company, do not select Hopper. My wife and I recently were unable to attend a hotel booking due to medical emergency that my wife has been undergoing. After various (8-12 phone calls) with customer service, we were told time and time again that requests would be made and that progress would be done in order to ensure that we would be able to rebook. We had employees promising they would call us back, or more often, we had employees prompt us to call back and after each time we followed the heeding of one employee, all we learned that there is one value this company desires, your money. Apparently return customers are not a priority after they have pocketed your change on a booking All we had wanted was to rebook our hotel and following a 2-week battle of delays and more redirections from the initial issue all I am left to do is just warn people to not fall for the same folly
  

  Hopper USA, Inc.

  Date: 05/17/2025

  We sincerely apologize for the difficulties and negative experience you encountered with booking 8ZSLHZQS7C4J. Our review of the specific terms and conditions associated with your reservation confirms that the applicable policy states: "If you choose to change or cancel this booking you will not be refunded any of the payment." Despite this clear policy, we diligently contacted our partner, via both telephone and email. Our aim was to request for a one-time exception to the stated policy, hoping they would consider your specific circumstances. Unfortunately, after careful consideration, our partner declined our request for an exception. As much as we would like to proceed with your concern, we are unable to 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.

• 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.