Company responded
Robin M Cct

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Verified Reviewer

WORST SERVICE EVER!!!

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
Updated by user Nov 03, 2023

Hopper replies asking me to contact them regarding my issue.Me contacting you is WHAT CAUSED THE ISSUE!!!Ridiculous!!!

Original review Nov 02, 2023
Our flights were prepaid via Hopper app. We paid $360 extra for more leg room seats. Of course, our flights were changed twice and then United charged us for seats. When we returned from our trip, I contacted Hopper regarding the refund. United Airlines sent us an email stating they have refunded the entire $360 to Hopper. A week goes by and nothing from Hopper so I have to use the chat. OMG no one can help so I call customer support. What a freaking joke!!! They say we can't call the billing department and only "they" can email them. So a week has passed and I want my money. They say "oh please give a few more days and call us back. I go back and forth with the lady and it was totally moot! They are completely worthless! Do NOT EVER use Hopper! Of course, we are still waiting on our $360! Bunch of lying thieves!!!
View full review
Loss:
$360
Cons:
  • Everything and horrible service

Preferred solution: Full refund

User's recommendation: DO NOT USE HOPPER EVER IF YOU WANT TO KEEP YOUR MONEY!

1 comment
HopperCS
Response

Thank you for the review! We're sorry to hear about your experience.

We are unable to directly assist you through this platform due to privacy concerns; however, please go to the following link for further information on contacting our customer support, and we will be pleased to assist you. https://help.hopper.com/how-to-contact-customer-service-ryiprtdtP

Mandy S Veo

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Verified Buyer
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Verified Reviewer

Worst Customer Service I have Ever Experienced

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
Hopper - Worst Customer Service I have Ever Experienced
I travel a lot, so the thought of using an app that compiles all information in to one place seemed like such a great idea. The tracking part of the app is very useful, but I have had a trip planned to the Middle East for next month, but with the war that has recently broke out between Hamas and Israel, I do not feel comfortable traveling to countries that could out my family in danger. I tried repeatedly to call and see if they would refund my travel plans (no insurance) due to not feeling safe, which the airlines themselves would do in circumstances like these. I was hung up on, lied to and was out on hold more times than I could count. I am appaled by this business and will be telling everyone that I can to never use this company for anything. I understand not allowing people to cancel simply because they don't want to go on a trip anymore, but to not allow cancelation due to war seems like the greediest of greedy things to do.
View full review
Loss:
$7000
Pros:
  • Easy to use
Cons:
  • Holds customers money hostage
  • Bad costumer service
  • Does not offer appropriate resolution

Preferred solution: Full refund

User's recommendation: Avoid Hopper at all costs

1 comment
Guest

We are sorry that you experience issues booking with Hopper. Please reach out to Hopper support for further assistance via the contact support form found here: https://***/how-to-contact-customer-service-ryiprtdtP We hope to see you again on the Hopper app soon!

Company responded
Nita A Mow

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Verified Reviewer

Booking

Hopper - Booking
I have a family death and booked a hotel through Hopper!! My card was charged and got a confirmation! I called the hotel for an early check-in and was told they were completely booked I had no reservation with them and 5 other hopper customers had also called about rooms!! I have tried working through the app still no resolution!! I WANT A REFUND!!
View full review
Loss:
$95

Preferred solution: Full refund

User's recommendation: Beware

1 comment
HopperCS
Response

Thank you for your message. We offer you our deepest condolences.

We looked at your account and can confirm that our support team assisted you and processed a full refund for your booking. For more information about reaching our customer support, please refer to the following link: https://help.hopper.com/how-to-contact-customer-service-ryiprtdtP

Company responded
Elvin Pmf

I can't get a hold of anyone!!!!

I purchased the travel insurance, but I can't get in touch with anyone to get help! Flight departs in hours, and the only option is to send an email, and they respond saying they will reply in a couple hours. I do not have a couple of hours!!!
View full review

Preferred solution: Full refund

User's recommendation: Nope!

1 comment
HopperCS
Response

We sincerely apologize for the experience you had with your Insurance. We would like to investigate and resolve this, please reach us via the contact support link here: https://help.hopper.com/how-to-contact-customer-service-ryiprtdtP Thanks!

Company responded
Jessica V Gjd

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Verified Reviewer

Pissedddddd offfffffff

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
Hopper - Pissedddddd offfffffff
Hopper - Pissedddddd offfffffff - Image 2
I froze a hotel room and when I went to pay the rest of it its saying the room I chose wasnt available but the alternate room isnt the same bed and its not even partially similar to the one I chose. And I cant get ahold of anyone. Im so pissed Im not about to just eat $327. Hopper is such a scammmmm
View full review
Loss:
$327
Cons:
  • Scams your money

Preferred solution: Full refund

User's recommendation: Don’t use hopper!

1 comment
HopperCS
Response

We’re sorry that you experienced issues with Hopper’s Price Freeze product. Please reach out to Hopper Support for further assistance via the Contact Support Form found here: https://hopper.kustomer.help/contact/contact-support-Sy3dDwr2o We hope to see you again on the Hopper app soon!

Company responded
Ahmad S Tmf

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Refund help

Hopper - Refund help
Hopper - Refund help - Image 2
Hopper - Refund help - Image 3
My hotel stay was supposed to be refunded and canceled. It was canceled but has not been refunded to me. I have an email confirmation from hopper it was to be refunded and email confirmation from my bank that it has not been processed.
View full review
Loss:
$163
Pros:
  • Idk
Cons:
  • Customer service does not exist

Preferred solution: Full refund

1 comment
HopperCS
Response

Thank you for submitting your review, Ahmad. We apologize very sincerely for the troubling experience you have had with the refund of your canceled hotel reservation.

Our specialized Support Team has connected with you and addressed your concerns. Should you have further questions or concerns, please reach out to Hopper Support for further assistance via the Contact Support Form found here: https://hopper.kustomer.help/contact/contact-support-Sy3dDwr2o

Company responded
Jamesha Fzo

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Verified Buyer
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Verified Reviewer

No refund even when I cancelled within 30 minutes of booking since had to cancel vacation as a relative passed away.

Hopper - No refund even when I cancelled within 30 minutes of booking since had to cancel...
Hopper - No refund even when I cancelled within 30 minutes of booking since had to cancel... - Image 2
Hopper - No refund even when I cancelled within 30 minutes of booking since had to cancel... - Image 3
Too bad customer service, they ghost you and never call back. Even if its a life and death situation. To them only their money matters and they dont care about what a normal person is going through. They rip you off your money and doesnt consider your struggles. They charge you extra $30 to get VIP customer service. Otherwise you never hear back from them.
View full review
Loss:
$361
Pros:
  • Luring prices
Cons:
  • No customer service help unless you pay extra cad 30
  • Never get back even after committing to reach back in 24 hrs
  • No surety of hearing back even after paying cad 30

Preferred solution: Full refund

User's recommendation: Use any other app but not Hooper

1 comment
HopperCS
Response

Thank you for submitting your review. We apologize very regretfully for the upsetting experience you have had with your hotel reservation and offer our heartfelt condolences for the circumstances under which you have had to cancel your trip.

Our specialized Support Team is aware of your concerns and will respond to you as soon as possible. In the meanwhile, should you have additional questions or concerns, please reach out to Hopper Support for further assistance via the Contact Support Form found here: https://hopper.kustomer.help/contact/contact-support-Sy3dDwr2o

Company responded
Kal M Vni

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Verified Reviewer

Complaint

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
Hopper needs to discontinue doing business with next rental car company. We read in a car in Orlando. We arrived in Orlando at 1:15 got our luggage receded to the curb. The website said the shell then displayed the next rental car company logo. We waited 25 minutes never saw a van with a next logo we saw a van pulling out and noticed a maybe 12 x 16 sign on the side of a van along with logos for five or six other rental car companies, but the driver wouldnt stop. We waited an additional 30 minutes for the next shuttle waiting at the airport over an hour in total. Once we arrived at the rental car offsite, we found the office was tremendously understaffed. We stayed in line for 30 minutes before we got to the counter. Once at the counter, we found they were requiring additional information that was not requested when you made the reservation they wanted proof of insurance and a $500 deposit, which we were not anticipating that forces to call the insurance company for proof of insurance the process was lengthy and couldve been alleviated. Had they requested the information of the time we made the reservation. Once the paperwork was complete, we were told to wait outside in the heat after a considerable time in the car was pulled out. We inspected the car and then had to wait for the attendant to come back around and OK the final paperwork in total we arrived at the airport at 1:50pm,and did not leave the rental car office with the car until 450, 3 hours that seems unreasonable, it appears that next has no interest in repeat customers and we advise Harper to discontinue any business with Nextcar rental. in reading their paperwork after we left, we saw that they say that they can charge our credit card on file for any damages that they find when bringing it back and that we have to recoup it from the insurance company our self so that kind of leaves it all in their hands as to what they want to charge you. Definitely not a happy customer and we werent the only ones.
View full review

Preferred solution: Apology

User's recommendation: Go somewhere else.

1 comment
HopperCS
Response

"We regret to learn that there is an unresolved issue with Hopper and apologize for any inconvenience this may have caused. We were unable to locate your query in our system based on the information here and due to privacy reasons, we would ask that you connect with our contact centre via the following link: https://help.hopper.com/en_us/how-to-contact-customer-service-ryiprtdtP If you have an active reservation, you can click on the booking and communicate with support there.

If you do not have an active reservation, you can refer to the contact phone number and follow the steps via the automated directory. We are here to help and the team will take all the necessary steps to assist you with your query."

Company responded
traci b Iah

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Verified Reviewer

I want compensation

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Hopper - I want compensation
Hopper - I want compensation - Image 2
Hopper - I want compensation - Image 3
Hopper - I want compensation - Image 4
Hopper - I want compensation - Image 5
Hopper - I want compensation - Image 6

I want the public to know you do not have to put up with this treatment. The owner of Hopper is good and well off.

They would never out their family where I ended up due to their lack of customer service. Editing, my conversation is very one- sided and made me look like a bad person. I wish they wouldn't of sent it, it just got it all going again. It is illegal to that.

Attorney reached out to me. They said they wouldn't meet my request for what I feel would have been equal compensation because they met my initial request. True they did, BUT truth BEFORE the whole editing of my emails. I don't want to hear from them again unless they want to meet my compensation request.

I will lel attorneys handle it. This whole thing gas cost me hundreds of dollars in hotel fees, disconnection fees. I'm so done with see pictures of where I ended up. Oh, the bathroom ceiling, I tried to make that fill a bit more sanitary BY TRYING to cover the ceiling.

It won't let me pics or I would show you. I did sow

View full review
Loss:
$600

User's recommendation: Absolutely not

4 comments
traci b Iah

I'm sorry they keep doing this to everyone. I made a mistake and hit freeze on a couple hotels.

I am going through a rough time with a minor we are staying in hotels until we find a home. They did refund my $165. But I ended up in run down place with no ceiling in the bathroom shower, dirty, stained carpet. My phone was shut off due to the unexpected withdrawal of my funds.

I reached out to media on this site. You should too. Sorry is not enough sometimes. I want HOPPER to put me and my child in family oriented place on their dime.

They sent me incomplete chats leaving out the ones they clowned me in. Thank God a screenshot everything. For that reason the undue hardship should be on them.

Good luck to you. Reach out to media.

HopperCS
Response

Thank you for submitting your review, Traci. We apologize very regretfully for the extremely frustrating experience you have had with your Price Freeze purchase.

Our specialized Support Team is connected to you and continues to address your concerns at this time. Should you have further questions or concerns, please reach out to Hopper Support for further assistance via the Contact Support Form found here: https://hopper.kustomer.help/contact/contact-support-Sy3dDwr2o

traci b Iah
reply icon Replying to comment of Response

Sorry isn't enough and yes Hopper thank you for returning my money. Compensation is what I'm seeking AFTER your did the refund you sent FALSE documentation of a very one sided chat.

Now when a company or employees set out to deliberately make a person feel that way is crossing the line. This is a whole new subject let's not act like it's not. Since I'm bound to a dilapidated motel with only wifi, job hunting halted fees for disconnections drug infested area I will keep following. Show the public my motel if your so honest.

Like I said why did you send those edited chats to keep knocking me down or make me feel week.

This is the internet my life is on display unforgivable and I'm not stopping. Have a good day please don't burn any customers today.

traci b Iah
reply icon Replying to comment of traci b Iah

Hopper, should I start a fundraiser please help me please me. It's pathetic I'm embarrassed and hold my head down.

I'm so infuriated at your company everytime I look around. I hope one day you ( not your children) experience what I am I hope you get to hang out with all the addicts too. At least I can try and help them. I am trained for that but human kindness shouldn't have to be taught and you shouldn't have to be trained to be kind.

ANYONE can say how sorry they are.

That's great isn't it? Guess what sorry doesn't change anything for me.

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Company responded
Yomaira Cff

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Verified Buyer
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Verified Reviewer
| map-marker Melbourne, Victoria

Got charged for hotel. No confirmation.

Hopper - Got charged for hotel. No confirmation.
Hopper - Got charged for hotel. No confirmation. - Image 2
I went to book a hotel room. I got charged but it didn't go through so I got no email confirming my stay but I got charged for it.
View full review
1 comment
HopperCS
Response

Thank you for submitting your review. We apologize very sincerely for the disappointing experience you have had while booking your hotel reservation. Please reach out to Hopper Support for further assistance via the Contact Support Form found here: https://hopper.kustomer.help/contact/contact-support-Sy3dDwr2o

Company responded
Ligia S Btz

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Verified Reviewer

Double booking by Hopper - money not refunded

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
Double booking by Hopper - money not refunded

Hopper had a glitch in their app that was acknowledged by them but they never issued a refund. Apparently they keep dragging you on and never proceed to refund by their mistakes.

View full review
Loss:
$155
Cons:
  • Dont return your money despite their mistake

Preferred solution: Full refund

1 comment
HopperCS
Response

We’re sorry that you had a poor experience with your flight booking on Hopper. Please refer to the instructions below to find the best way to reach out to Hopper Support for further assistance.

HOW DO I CONTACT CUSTOMER SUPPORT? ACTIVE AND PAST BOOKINGS We offer 24/7 Phone Support for active and past bookings. To get started have your Hopper Support ID ready and call us at +1-833-933-HOP1 (+1-833-933-4671) toll-free from US / Canada / Skype. Alternatively, we can be reached at +1 (347)-695-4555.

Find your Hopper Support ID within the Hopper App: 1. Tap the “Help” icon in the bottom right of your screen 2. Choose the booking you need help with. 3.

Select the type of assistance you require, your Support ID will then be displayed. *for VIP Bookings, tap “Call Toll-Free” to view your Support ID. 24/7 LIVE CHAT (VIP BOOKINGS) If you’ve purchased VIP Support, you may also access Live Chat within the Hopper App: 1. Tap the “Help” icon in the bottom right of your screen 2.

Choose the booking you need help with. 3. Select the type of assistance you require, and select “Chat”. PRE-BOOKING SUPPORT / GENERAL ENQUIRIES For all other assistance, please get in touch with us by submitting a request here [https://hopper.kustomer.help/contact/contact-support-Sy3dDwr2o].

OTHER INFO You can find the instructions outlined above at Hopper’s Contact Us page found here [https://help.hopper.com/en_us/how-to-contact-customer-service-ryiprtdtP].

If you are seeking support in French, please visit this article [https://help.hopper.com/S1qjP3KPF] for additional details for getting support in French. We hope to see you again on the Hopper app soon!

Company responded
Reginald B Wqi

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I was refused stay at the motel 6

Hopper - I was refused stay at the motel 6
Hopper - I was refused stay at the motel 6 - Image 2
I went to the hotel room during the time that I was supposed to, upon arriving I was refused stay at the hotel I need my money back you found it or directed to a different motel
View full review
Loss:
$73
Pros:
  • That hopper offers good service

Preferred solution: Full refund

User's recommendation: Don't go to that motel

1 comment
HopperCS
Response

We’re sorry that you had a poor experience with your hotel booking on Hopper. Please reach out to Hopper Support for further assistance via the Contact Support Form found here: https://hopper.kustomer.help/contact/contact-support-Sy3dDwr2o We hope to see you again on the Hopper app soon!

Kathryn S Fng

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Verified Reviewer

Change in booking not reflected on the app.

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
I gave three stars because the customer service agents are excellent. Otherwise, it would have been one star. When I contacted Hopper through chat, the agents were all very helpful. They do a great job. I've worked in a call center for a company famous for its service, so I know good service when I get it. Your agents are great! My problem is with your app From my chat transcript: I booked a flight from DTW to BWI for Friday, October 27. I need the flight departing DTW at 10:00 AM. Several times my booking was changed to the flight departing DTW at 3:45 PM. Twice now I have contacted Help to change my booking back to the 10:00 AM flight. I also paid $53 ion September 30 to make the change and spent an hour on a chat. On October 10, I checked my booking on the Hopper app, which indicated that I was booked on the 3:45 flight on October 27. I contacted Help via chat. The agent said that I was in fact booked on the 10:00 AM flight. Today, October 19, I checked my booking on the app once again. It still indicates that I am booked.for the 3:45 flight. Why does the app not reflect the booking for the 10:00 AM flight? I arranged twice to take that flight and paid extra to do so. The agent requested my confirmation code and confirmed that I was booked on the 10:00 AM flight. The agent also said that sometimes it takes time to get updated on app. I changed my booking on September 30, nearly 3 weeks ago. I reconfirmed the change on October 10, 9 days ago. It should not take three weeks for the change to show up on the app. That is unacceptable and poor customer service. In addition, randomly changing bookings causes inconvenience and anxiety. I did get emails informing me of the changes, but why are they made in the first place? I had to pay extra to get the flight I wanted, even though I originally booked it in March or April. That is also unacceptable. I will probably not use Hopper in the future if these issues are not resolved.
View full review
Loss:
$53
Pros:
  • Easy to use
  • Great customer service agents
Cons:
  • Flight bookings change randomly and not correctly shown in app

Preferred solution: Booking to be reflected correctly in the app

User's recommendation: Watch your bookings and email from Hopper carefully. Be prepared for the app to have the wrong information about you flights, etc. Get confirmation numbers when you contact Hopper to change or check your reservations.

1 comment
Guest

We appreciate your feedback and we sincerely apologize for the experience you had booking with Hopper. For further assistance, you may contact our customer service at https://***/how-to-contact-customer-service-ryiprtdtP. Thank you!

Tiron Cvc
map-marker Bellevue, Washington

Ridiculous rip off

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All I needed to do was change my rental car drop off location and they wouldnt let me. So Im forced to drop it off 2 days early and be stranded without a vehicle BUT I STILL HAVE TO PAY FOR THE 2 days.
View full review

User's recommendation: Don’t use hopper huge joke

2 comments
Edison Nwh

We sincerely apologize for the changes happened on your Hopper booking. We would like to resolve this, please reach us via the contact support link here: https://***/how-to-contact-customer-service-ryiprtdtP Thanks!

Edison Nwh

We sincerely apologize for the changes happened on your Hopper booking. We would like to resolve this, please reach us via the contact support link here: https://***/how-to-contact-customer-service-ryiprtdtP Thanks!

View more comments (1)
Resolved
Misha R

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Verified Reviewer

Resolved: Nonexistent service

Updated by user Nov 28, 2023

Company fixed the issue and I have been provided with apology.

Original review Nov 10, 2023
I booked a flight in late September for December. Aeromexico changed my flight so that I would miss my connection and Hopper never notified me.

I have been on the phone all morning close to four hours to try and get this resolved and get an earlier flight. So far nothing, I had to pay $33 for the VIP service just to get someone to answer the phone and help me with the problem that they created
View full review
Pros:
  • Good to look up prices in flight times
Cons:
  • No service

Preferred solution: Service. As a travel agency they should have notified me that my flight had changed, and I would be unable to make my connection. They just passed the buckand blamed the airline.

User's recommendation: Don’t use this company – book it yourself with the airline

4 comments
HopperCS

Hi there, we're sorry for the inconvenience and we understand your frustration. We are unable to directly assist you through this platform due to privacy concerns; however, please go to the following link for further information on contacting our customer support, and we will be pleased to assist you. https://help.hopper.com/how-to-contact-customer-service-ryiprtdtP

HopperCS

Hi there, we're sorry for the inconvenience and we understand your frustration. We are unable to directly assist you through this platform due to privacy concerns; however, please go to the following link for further information on contacting our customer support, and we will be pleased to assist you. https://help.hopper.com/how-to-contact-customer-service-ryiprtdtP

HopperCS

Hi there, we're sorry for the inconvenience and we understand your frustration. We are unable to directly assist you through this platform due to privacy concerns; however, please go to the following link for further information on contacting our customer support, and we will be pleased to assist you. https://help.hopper.com/how-to-contact-customer-service-ryiprtdtP

HopperCS

Hi there, we're sorry for the inconvenience and we understand your frustration. We are unable to directly assist you through this platform due to privacy concerns; however, please go to the following link for further information on contacting our customer support, and we will be pleased to assist you. https://help.hopper.com/how-to-contact-customer-service-ryiprtdtP

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