Complaints

This profile includes complaints for Hop2 Travel, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Hop2 Travel, Inc. has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Hop2 Travel, Inc.

  31 47th Ave Suite 3100 Long Island City, NY 11101

• 

  Hop2 Travel, Inc.

  325 Fifth Avenue, Suite 22E New York, NY 10016-5042

• 

  Hop2 Travel, Inc.

  130 W. 20th Street, Suite 3B 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:07/31/2024

  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.

  Misinformed about what I was being charged for a flight change Initial charge was supposed to be for $400-500 dollars. No receipt or acknowledgement of the charge was ever sent to me. Rather I was sent information to available flights informing me to choose from the listed options. Since there was no response to my inquiry and I have limited time, I went ahead with a different option that was broken down as a ~$500-600 dollar change. I received a receipt for 1590 dollars that I didn't consent to. I was later informed that I had consented to a total cost of $2879 dollars for the change. This total was never presented to me in any form. I had also originally intended to cancel the flight as I had paid the extra money for the option to cancel my flight up to 24 hours before the flight. I attempted to cancel well before then, and was informed that I could not receive a refund. I didn't receive the service I paid for.

  Business Response

  Date: 08/10/2024

  ******* ********** ******* ******** ************ ********************* * ** ***** ******* ** ***** ******* ****** ************** ******* **********************
  
  To whom it may concern,
  
  Thank you for bringing this matter to HOP2s attention. We take customer satisfaction seriously and would like to take this opportunity to address your concerns. 
  
  Upon review, we confirmed that ****************** initiated an exchange request online. One of our service agents then contacted him for further assistance and out of the two exchange offers, ****************** accepted the one with an additional charge of $1,590 on top of the amount already paid for the original ticket.
  
  It is important to note that before completing the exchange, a breakdown was provided to ****************** for his review in which he authorized the transaction by completing the exchange.
  
  Subsequently, an exchange receipt was issued to ******************, detailing the total amount paid during the transaction. Please know that the main purpose of this receipt is to document the agreed-upon charge during the exchange process.
  
  Additionally, since the original ticket fare was non-refundable, it remains non-refundable. Any voluntary cancellation request for the new ticket will adhere to its own fare rules which we have confirmed with the airline that refund is applicable, subject to applicable fees. This information has also been communicated to ****************** in case he chooses to proceed with the cancellation.
  
  We are confident this information addresses the matter at hand.
  
  Best regards,
  HOP2 Service Team

  Customer Answer

  Date: 08/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I have demonstrated multiple times that my original ticket was refundable. They have failed to demonstrate their claim when I have demonstrated that, according to *** policy, my ticket was refundable. There is nothing on the ticket that indicates otherwise. It meets the *** criteria for a refundable ticket. They claim to be citing *** policy, however they have not provided any indication of said policy whatsoever. They have claimed it was confirmed by ***. They have not demonstrated this communication. The "proof" they demonstrated is a narrow, copied and pasted screenshot of parts of their general policy. It does not show any indication it is related to my ticket, nor that it is from ***. I have been able to show a full cancellation policy that is in direct relation to my changed ticket. I don't understand why they show so little information that doesn't match up with anything I can see or access. If it is related to my ticket, all the information should be on that page, or at least easily accessable. They don't allow me access to the history of my transactions and interactions with their website.  When I asked them to demonstrate that their "proof" was related specifically to my ticket, they told me they will no longer be in contact with me.
  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************
  
  
  
  
   
  

  Business Response

  Date: 08/15/2024

  To whom it may concern,
  
  As mentioned in our previous communication, *** ******** assertion that his original ticket is refundable based on details from the ****************** website is mistaken, as the information he referenced does not pertain to his original ticket.
  
  The information ****************** found on the *** website does not specifically pertain to his original ticket. Instead, it is a general reference related to voluntary refunds for all tickets (205) with ******************. This general reference can be accessed through the following link: *******************************************************************.
  
  According to the reference, under the Refund Amount/tickets section, it states:
  
  *Refunds may not be available for some fares.
  
  *Depending on the country and itinerary, the handling fees for changes, refunds and cancellations stipulated in the relevant fare rules may be subject to separate taxation.
  
  *In case of a refund request after changing the reservation, the strictest fare rules among the changed fares will apply.
  
  Please be aware that our website displays the fare rules for the current ticket. If the ticket was exchanged, we will need to verify the cancellation and change policies directly with the airline. While we would like to share the communication from ******************, however, it is intended for internal use only.
  
  If ****************** still wishes to obtain the cancellation policy for the original ticket, we recommend he contact ****************** directly and provide his original ticket number, *************, for reference. If the airline provides different information, please request proof of communication from them, as this will help us validate the information with our relevant team. However, based on the communication we received from ******************, the original ticket is confirmed to be non-refundable and will remain so.
  
  In addition, regrettably, ****************** did not cancel his booking before his scheduled departure, leading *** to mark him as a no-show. However, our team has contacted the airline to inquire about the possibility of a refund despite this status. We are pleased to inform you that ****************** has approved the refund for ******************. The same refund amount has been communicated to him, and it will be processed as soon as he accepts it.

  Customer Answer

  Date: 08/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  You are now asking me to do what I've been asking you to do. Your snippet has no information on it identifying me or my ticket or *** policy. It is just a snippet of your general policy. Show me YOUR communication with ***.
  
  *** policy clearly states that international tickets starting with '205' are refundable. So you are wrong, again. It most certainly applies to my ticket. I have demonstrated several times that both my tickest start with '205'.
  
  You also have not given me a breakdown of what the "non-refundable taxes" actually are.
  
  You just rewrote my request and sent it back to me.
  
  Again, prove my ticket was non-refundable. I have attached 2 files which include the policy from *** website and the eTicket for the original flight. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  
  
  *********************
  
  
  
  
   
  

• Initial Complaint

  Date:04/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive been purchased a flight tickets form this company I wanted to change the date and they wanted to much money for this so I decided to cancel the tickets i received an email stating that the issued a refund to my card and the money never arrived to my card I called them up and they start saying that they cant issue a refund and they can only change the dates for me even though they lied and sent me an email that the refund is on its way. I disputed it with my credit card company and they refused to return the money to them as well. This company scammed me and now I cant get my money back. I want all my money back I lost so much time nerves and frustration and its cant be that a company clearly lying that they issued me a refund and then they refusing to give me my money back.

  Business Response

  Date: 05/16/2024

  ******* ********** ******* ******** ************ ******* *** ****************************************************** ******* ****** ************** ******* ***************************
  
  
  To whom it may concern,
  
  Thank you for bringing this matter to HOP2s attention. We take customer satisfaction seriously and would like to take this opportunity to address your concerns. 
  
  The review confirms that *** *** contacted our service team 24 hours before the scheduled flight to cancel the booking due to a change of plans. In response to his request, *** *** was informed that the ticket is refundable but there are fees involved which are applicable as per EL ** Israel Airlines policy. As a result, he would receive a total refund of $2684.42.
  
  *** *** approved the refund amount and authorized the cancellation process. Unfortunately, due to unexpected events, there was a delay in processing the refund. Our team promptly reached out to EL ** Israel Airlines to address the issue and we are delighted to inform you that it has already been resolved, the same was communicated to the customer.
  
  Additionally, we contacted *** *** regarding the open dispute he filed with his bank. We kindly requested that he closes the dispute, as doing so would prevent further delays in processing the refund to his account. Its important to mention that in order to avoid a potential loss given the ongoing dispute, we are not able to process the refund yet unless we receive the dispute closure letter. 
  
  Upon receiving the confirmation from the customer that the dispute was closed or shall the bank **** it as resolved in our favour, the refund will be credited back to ************ account without any delay.
   
  We are confident this information addresses the matter at hand.
  
  Best regards,
  HOP2 Service Team

• Initial Complaint

  Date:02/29/2024

  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 from ** to Phucket, ******* using Hop2's services using ****** Travel. We used Hop2 because of their refund policy, which promised to refund any ticket purchase within 24 hours. We cancelled in one hour, as described in the attached screenshots. Hop2 then refused to honor their refund, and intentionally and repeatedly mislead me by telling me that the refund was still "processing" and was pending confirmation from the airline. I was never able to get through to their customer service as the wait times were several hours.The attached provides proof of when I requested the trip be cancelled. Their own cancellation and refund policy makes it clear that they are deceptively marketing their services. If Hop2 doesn't make this right, we will have to take legal action to recoup the money stolen from us by Hop2.

  Business Response

  Date: 03/05/2024

  Booking reference: *******
  ******** ************ ********************************* ************************************************************************ ******* ****** *********** ******* ***********************************************
  
  To whom it may concern,
  
  Thank you for bringing this matter to HOP2s attention. We take customer satisfaction seriously and would like to take this opportunity to address your concerns. 
  
  Upon review, we confirmed that ********************** contacted our service team to request cancellation of their ticket, which occurred within 24 hours from the time of booking due to a change of plans. In response to the customers request, the reservation was canceled, and a refund request in the amount of $3115.30 was pending processing.
  
  Regrettably, before we managed to complete the refund, we received a dispute notification initiated by the customer through their bank, which prevents us from proceeding with the refund until the dispute is resolved.
  
  Recently, our chargeback team informed us that the dispute has been resolved. As a result, prior to acting, we contacted the customer to inform that a refund may now be released.
  
  And on March 5, we are delighted to confirm that the refund of $3115.30 has been successfully processed back to the customers card. An email confirmation has already been sent to the customer, informing them that they should see the amount credited back to the original form of payment within the next 2-4 business weeks.
   
  We are confident this information addresses the matter at hand.
  
  Best regards,
  HOP2 Service Team

• Initial Complaint

  Date:12/19/2023

  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.

  Hello, those people are nasty and not at all straight, even though my flight was postponed twice by the airline and I had every right to request a refund, they still refused to completely refund my ticket. I'm not sure how to obtain my rights back from those folks. My blood pressure was unstable after surgery, and they never paid attention to it.That is excessive in terms of handling.

  Business Response

  Date: 12/20/2023

  To whom it may concern,
  
  Thank you for bringing this matter to HOP2's attention. We take customer satisfaction seriously and would like to take this opportunity to address your concerns. 
  

  After checking the customer's booking, we can indeed confirm that there was a refund based on medical grounds. Sadly, since the ticket is completely non-refundable per the fare rules, issuing any refund is not possible. However, considering the described the medical issue by the passenger, we have submitted a refund with the medical document provided and is pending carrier's review. Unfortunately, such refund requests are being reviewed longer than the standard ones and we cannot guarantee the approval of it. 

  As our service team is waiting for the airline's reply, the booking was affected by a flight schedule change, which may also qualify the passenger for a refund. The refund request is also pending airline audit, and once our team receives any updates from the carrier, we will immediately communicate it to the customer.

  We are confident this information addresses the matter at hand.

  Best regards,
  HOP2 Service Team
  
  

• Initial Complaint

  Date:12/04/2023

  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.

  Flight was cancelled during Covid. They issued partial refund and vouchers. I had no idea that this was actually breaking the law as under the **************************** they are required to issue refund in full. They said airline provided partial refund. I have written proof that airline issued them full refund and they still refuse to issue remaining refund which now constitutes theft and fraud. They refunded 650 without refunding remaining 245. I am putting amount that needs to be refunded below

  Business Response

  Date: 01/30/2024

  To whom it may concern,

  
  Thank you for bringing this matter to HOP2s attention. We take customer satisfaction seriously, and would like to take this opportunity to address your concerns.

  
  Review confirmed an involuntary cancellation occurred for this booking due to  Covid. In response, our service team informed the traveler that a refund request was initiated for the booking. However, in order for a refund to take place, it requires authorization and action from the airline. As for timing, due to the pandemic and the overwhelming volume of refund requests generated to airlines, the entire process time is lengthy. As an apology for the delay in assistance, we offered some travel vouchers to the customer.

  
  Upon reviewing our records, we have processed a refund amount of $650.95 as this is the initial amount received from the airline. This amount was promptly addressed and initiated for reimbursement as soon as it was received. We understand the importance of resolving this matter efficiently and are committed to ensuring that the customer will receive the full refund they are ***********.

  
  According to the customer communication with United, it has come to our attention that a full refund was indeed processed by the airline. We appreciate the client's proactive approach in obtaining an email confirmation, which serves as valuable documentation of the full refund transaction.

  
  With the information received, we would like to confirm that we addressed the matter and processed the remaining refund in the amount of $244.41 on December 26th, 2023. The funds shall be credited back to the original form of payment within the next 5-7 business days. The customer was informed and acknowledged the information in written form.

  
  We are confident this information addresses the matter at hand.

  
  Best regards,
  HOP2 Service Team

• Initial Complaint

  Date:08/28/2023

  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.

  Ok so I flew out of ****** ***** ************************************* to ********** Mahe Island on 1 July when it was time for me to depart on 14 July on a Friday. I showed up to ******************************** with my family, and I was informed by the airport there were no flights going out that day. Basically there was a schedule change months back. So me and my family sat at airport for three days. I literally stayed on the phone from morning to evening talking to Hop2 booking Agency no one was sypathetic to our situation there was no accomdation they didnt book us a hotel. And to make matter worst even though it wasnt our fault that no one informed us of the schedule change. We where shown as no shows according to Etihad agents. I spoke with on the phone. Even though there werent any flights going out. So for hours at a time for three days straight I stayed on the phone trying to explain to Hop2 agents they need to book us on another flight and the issue wasn't our fault. So to make a long story short. We got no help they wanted to book us on a flight a week out. Which would have been a inconvenience due to my work schedule. So I ended up spending $3000.00 of my own money and brought our plane tickets for my family of 4. I arrive back home late in the evening on 16 July and contacted Hop2 Agency 17 July. I was informed by the agent *****. They will contact the airlines to issue a refund. Since the month of July every other week. I contacted Hop2 for an update on my Refund and each time I'm called. I waited an hour on hold and sometimes hung on just to be told there still waiting on the airline before they can initiate a refund. So I contact Hop2 agency today on 27 Aug 2023. And I was told the same answer I've heard hundreds of times. There still waiting on the Airlines to respond back. This is unacceptable. I attach a screen shot of agent ***** email with the date he sent a request to airlines and proof of ******************************** Schedule showing no flight the day of my flight.

  Business Response

  Date: 09/19/2023

  To whom it may concern,
  
  Thank you for bringing this matter to our attention. We take customer satisfaction seriously and would like to take this opportunity to address your concerns.
  
  We acknowledge the customer's feedback that there was no notification in regard to the matter, however, such statements cannot be considered as factual.
  Our service team assisted fully per the protocols and there was no agent or system error. Below attached please find a screenshot sent to the customer a month in advance concerning the matter that serves as evidence.
  
  Based on the history of the reservation, indeed, the traveler's itinerary was affected by a flight cancellation for the returning segments that were scheduled for July 14th, 2023. In response, our service team updated the traveler a month in advance that we are unable to provide an alternative flight, since there was no availability in the airline's inventory. 
  
  The customer was advised that the only option would be to receive a full refund or try working with the airline in order to find flights for the returning segments.
  According to the communication between the passenger and our personnel, travelers chose to partially use the outbound as scheduled and then work with the airline directly to obtain an alternative option to fix the itinerary.
  
  Since the passenger partially used the reservation, the active segments were not removed and marked as a no-show. In this case, to obtain any sort of refund, we must work via the airline and it is within the airline's authority to provide allowance of any refund. Sadly, the refund processings are out of Hop2 Travel's control, and we as a 3rd party merchant can only ask for updates wait for the carrier's refunds team to action.
  
  Once our service team receives updates from the airline, we will communicate it directly to the traveler.
  
  We are confident this information addresses the matter at hand.
  
  Best regards,
  Hop2 Service Team.
  
  

• Initial Complaint

  Date:07/20/2023

  Type:Sales and Advertising 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.

  On May 18, 2022 I bought 4 tickets on Hop2 for travel on *************** from ********* to ******* in July 2022. In July a week before my flight i got an email from *************** saying they were having problems at **************** where we were connecting from and i can get a voucher to travel til September 30 2023. I paid Hop2 $350 for the exchange to a voucher.In March 2023, I tried to rebook my flights but Hop2 said that is not possible, only a full refund is possible. They emailed me that they had received the refund from *************** and I will receive it in 4-6 weeks. Its been 3-4 months and no refund

  Business Response

  Date: 08/04/2023

  To whom it may concern,

  Thank you for bringing this matter to our attention. We take customer satisfaction seriously and would like to take this opportunity to address your concerns. 

  Review confirmed a refund request was initiated; however, it requires authorization and action from the airline, in this case, **************** The traveler has been informed through an email in regard to the above-mentioned restrictions. 

  Once BA authorizes the refund a credit will be processed back to the original form of payment. As for timing, due to the overwhelming volume of refund requests generated to airlines because flight disruptions, the entire process time is lengthy. 

  As *************** provides updates to our team, we will communicate the status directly to the customer including a confirmation when the refund process is finalized by ****************
  
  We are confident this information addresses the matter at hand.
  
  Thank you,
  Hop2 Service Team
  

  
  

  Customer Answer

  Date: 08/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: First of all, I initially did not request a refund from Hop2 because it was a voucher. I knew that meant a rebooking. I tried to rebook through Hop2 but Hop2 REFUSED to honor the voucher (though Hop2 had charged me $350 for voucher in July 2023). Hop2 told me they can only give a refund and never gave refund. So they didnt rebook or give a refund!! The voucher expires September 30, 2023 and I was not able to use it this summer because Hop2 refused to rebook and falsely promised a refund. I repeat. I did not initiate a request for refund. Hop2 did. Now they are blaming British Aiways

  [Your Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************
  
  
  
  
   
  

  Business Response

  Date: 08/22/2023

  To whom it may concern,

  Our record shows that the customer has been updated of the protocols for such refund due to airline schedule change. The refund has been finalized and successfully processed back to the customer's card on August 19 once the funds were received from British Airways.

  Please note that the refund may take 2-4 business weeks but still depends on the financial institutions processing time. We have already communicated all information to the customer via call and email today.

  We're hoping that this has addressed all the matters related to this case.

  Kind regards,

  HOP2

• Initial Complaint

  Date:05/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a flight with this company 6 weeks back. They cancelled my flight without my authorisation and deducted $50 for a cancellation charge and told me they were going to refund me for the flight within 10 days. I had to rebook another flight for the same day and time. Everyday I try to get in touch with them regarding my refund but there is no response for my emails. There is no customer service on the phone numbers provided and now I have lost my money. I called the airline directly for help but they do not even have my reservation code. As per them, because this was a third party booking, hop 2 is responsible for my refund. This is a scam company and I want some action taken against them.

  Business Response

  Date: 05/08/2023

  To whom it may concern,

  Thank you for bringing this matter to HOP2s attention. We take customer satisfaction seriously and would like to take this opportunity to address your concerns.

  Review confirms that the customer has requested cancelation within 24 hours after issuance. In response to the query, assistance was provided by the service team. However, since the booked reservation was a discounted deal issued via our consolidators, the processing time for a refund can vary due to the multiple payment processors involved.  

  We are happy to state that the refund has been successfully processed from our end. The amount will be posted back on the original form of payment within the next 2-3 business days. We are confident this information addresses the matter at hand.

  Best regards,

  Hop2 Service Team.

• Initial Complaint

  Date:12/02/2022

  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.

  10/05/2022I bought flight from ** to ****** *********** paid 841 dollars for some reason I couldnt check in with the ticket I bought from this agency and the airline wont help me cause its thru this agency they wont refund or credit me for money I paid for something I didnt use and had to buy another flight so I spent double now I file a claim w my bank and today my bank denied my claim saying this company had paperwork to validate them taking money from my bank I feel very hopeless pls do something and dont let this scam to continue Im very very upset and depress about this I pray that karma will balance everything out I basically lost 841 USD for nothing so pls pls investigate cause Im not the only one going thru this thank you

  Business Response

  Date: 12/09/2022

  To whom it may concern,
  
  Thank you for bringing this matter to Hop2s attention. 
  We take customer satisfaction seriously and would like to take this opportunity to address your concerns. 
  
  Review confirms a refund request for the airline ticket. In response to the query, our service team informed the traveler that the ticket is non-refundable per fare rules and airline policy. Additionally, since the passenger was marked as a no-show for the flight, providing an exception for exchange or a credit for future usage is not permitted by the airline. We were advised that in case the passenger seeks any refund, only a refund for the unused taxes may be allowed by the carrier.
  
  As a result, chargeback was initiated by the customer. Therefore, at this time, no further assistance in regards to the ticket can be provided because a credit card dispute was initiated. 
  Currently the internal chargeback team has been assigned the case and is working with the credit card company for the dispute resolution. 
  
  We realize the above answer is not what the customer expects, but it is important to keep in mind that we act as an intermediary between passengers and airline companies.
  We're imposed to follow the carrier's rules and regulations when it comes to the no-show rule.
  
  Best regards,
  Hop2 Service Team
  
  

• Initial Complaint

  Date:11/29/2022

  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 in 2020 and canceled it due to Covid 19. At this time I asked if I could receive a refund. I was told I could not, but I could receive a travel credit. I am a single Mom of two little girls and I do not travel often. I finally want to use my credit and I have gotten the worst customer service imaginable. I have been going back and forth with Hop2 to book a flight for over a month now. The wait times to get through to someone are ridiculous. When I finally get someone on the phone they give me the run around and tell me they will transfer me or have someone call me back. I never receive a call back. I get emails from them and I respond and they told me they never received the responses. I am fed up with this company and I feel they are a total scam. The latest thing I was told was they could use my travel credit but only for a flight at a higher price. The flight I want to book is listed at $297 on their website and they want me to pay $200 out of pocket and use my travel credit for $301. This company is a nothing but a scam to take money from people and they should not be in business.

  Business Response

  Date: 12/09/2022

  To whom it may concern,
  
  Thank you for bringing this matter to Hop2s attention. 
  We take customer satisfaction seriously and would like to take this opportunity to address your concerns. 
  
  Review confirms rebooking attempt with the allocated credit. In response, our service team offered the traveler several options to choose from. However, those were declined as it didnt suit the travelers budget plan. Unfortunately, in order for the rebooking to take place, the difference between the new fare and the old one has to be collected as per fare rules.
  
  We confirm that the requested option displayed on the website had a lower price than the credit amount, however, rebooking it was not possible since it was considered a different - lower fare class. As per the fare rules of the ticket, downgrading to a lower fare is not allowed. Else to mention, we are imposed to exchange and existing ticket, we are not booking a new discounted fare which is displayed online.
  
  Different fare classes refer to different "types" of fares based on cabin classes -- for example, economy basic vs economy standard (descriptions also vary by airlines).  Based on the information received from the airline, your original ticket purchase is associated with a specific fare class which is not available for equal exchange. Meaning, the available options would have resulted in an additional cost as they were considered an upgraded fare class. 
  
  Hope this clarified a bit more.
  
  The credit validity is extended and shall the customer wish to rebook, we will gladly assist with the issuance of the ticket.
  
  Best regards,
  HOP2 Service Team.