Hopper

I cannot find the help I need anywhere!

I booked a "round trip" ticket--BUT, apparently they book separate flights for each leg?! I thought I was buying 1 round-trip ticket with a short layover each direction.

Not 4 tickets with one on a different airline!

So when I went to purchase my luggage, I was instructed to go to the website of Frontier and purchase it there. (the 1st leg) That was $75 for ONE carry-on. On Frontier's website they say that the cheapest time to purchase luggage is when you book the flight...so I had to pay more because of Hopper.

Having paid my luggage fee, I assumed that meant that my luggage was paid for all the way to my final destination at least. But from what I gather, I have to go to Spirit's website now and pay $80 for one carry-on 3 MORE TIMES!

Pleeeease tell me I am wrong and don't need to do that.

Because this adds $315 in baggage fees for ONE carry-on!!! I just can't...

My flight was supposedly only a $120 flight... that's almost a $200 difference.

On top of that--they offer flight insurance at the end of the booking process. I said yes.

Then they offered different flight insurance. I said yes. Then a third kind and finally one from a different company that seemed to cover everything the other 3 separate ones covered. So I went back to refuse the insurances up until the last part.

This took over 15 minutes, so I lost my flight price.

When I immediately went to book again it was like $20 more. So I book my flight and I say no to every insurance until the last one by XCover. I purchase it. THEN I get sent a confirmation email and I have to jump a couple hoops to find out that they only cover flight delays after a 12 hour delay!

Isn't that insane?!

They say you can cancel it within a few days. So I go to cancel it and they say to go to XCovers website to do so. Once there, they tell me to cancel it through Hopper's app. So back and forth.

NO help. So I write a message through their system on their website to Xcover explaining the situation and that I need to cancel. Get an automated reply "we'll get back to you soon". A couple days go by, so I do it all again.

Same response and NO follow up. They didn't even ask for how to contact me, so I left my email in the message this time.

Back on the Hopper app they're asking me if I want to purhcase their special help and I say "yes" because they will book any flight to your destination if it is only 1 hour late or more. So hopefully that is all good...???

Now I'm trying to find a way to talk to Hopper via chat. That isn't available unless I pay MORE money.

So I go to Spirit's website to try and resolve the luggage situation, and I have been on hold there for over an HOUR in their chat box.

Chat boxes are usually faster in my experience. So I am really frustrated!

This was my first time and LAST time using Hopper for anything if this is their normal way of doing business.

Personally, I read how companies respond to customer complaints and that response makes all the difference in deciding I will give them a try or not. I hope they take this one seriously.

Yes, they could just change islands. Same company, same price.

They were rude and told me to call back in two hours. I did, and they again said no.

I have been a loyal customer of HOPPER, according to my home page, because of my bookings I they have planted 14 trees in Kenya for whatever thats worth. I chose a certain hotel for a short trip to Las Vegas and also booked my flight with HOPPER.

The information on fees for this particular hotel clearly was a security deposit for the stay of $100 dollars and no mention of a resort fee. This property has two different hotels on it. One side of the property clearly states a deposit of $100 per night per stay. The other hotel on the property clearly states $100 per stay.

So I chose the hotel with the $100 per stay. Based on the information provided to the public on the app. I came to Las Vegas to help out a dear friend who was in need of a friend. I didnt come to gamble or party.

The price of the hotel per night + the $100 per stay security deposit was in my budget so thats the hotel I chose. When I arrived at the hotel the wanted over $400 for a nightly deposit and resort fee. I am on a very tight budget and 2,000 miles away from home. I had no choice but to pay a total of $144 to the hotel and HOPPER told me they would be able to fix the problem.

So yesterday ( 03/05/2024 after staying there one night I was asked to leave the hotel because I couldnt afford the other $300+ that the hotel was asking me for. So having very little money at my disposal I sat outside on a bus bench for hours trying to get my money back from hopper. So now its been over 30 hours with zero satisfaction and hopper telling me that they will keep me updated on the situation I have heard nothing from them. I keep calling back to their call center in India I believe and they keep telling me they are waiting for a response from their hotel partners for a approval of my refund.

I didnt pay the hotel for the room fee, I paid hopper. I keep telling them that hopper being a multi million dollar company and the hotel being a multi million dollar company thats between them. Hopper is who I paid so hopper needs to pay me back. The in between of the two companies is not my problem.

I was humiliated at the hotel based on bad information from hopper. I would have never booked at that hotel if I knew it would be $144 extra per night. Hopper is giving bad information on their app. The amount Im out is $254.

Its not gonna hurt hopper or the hotel but it forced me to ask a friend to borrow money. I dont do that ever! I will never used hopper again. They are using bait and switch tactics on their app.

One customer service person said its all the hotels fault for not giving them the right information. Thats hoppers responsibility to update their hotel partners policy. Not the hotels responsibility. So after 8 calls to the call center I still have not so much as received a update let alone my money back.

This is bad business practice and false advertising along with bait and switch. I think I will call the Las Vegas Attorney Generals office to see what they have to say along with the Las Vegas BBB. This is unacceptable no matter how you slice it! The last person I talked to just a little while ago told me that I can not talk to anyone above him.

I am infuriated and all I can do is keep calling any of the hopper phone numbers to keep trying to get my money back! Hopper is a bad faith actor and they need to be stopped treating people like we dont matter!

Im a super disappointed in Hopper. I have been using hopper for the past year now, buying flight delay insurance on almost every flight, and recommending and getting my friends and family to sign up and book flights through you as well.

My flight was recently delayed over any hour from Houston to Tampa on Sunday and I was patiently waiting for my refund. After I didnt see anything in the system about I called an agent this morning who proceeded to tell me that I was too late in calling to get a refund because I would have has to call 24 hrs from my flight. I kept getting told this was policy and there was nothing he could do even though my flight WAS delayed almost two hours. The agents name was Tyler and he was very patient with me, but I am very upset.

I had waited to call because surely as big of a company and how many big airlines your guys work with, this is automatic. I specifically use hopper for its flight delay insurance and because its hassle free when I book so I dont have to put in my info everytime..

I guess I was using you guys for the wrong reasons if you cant get things like this right. I would understand if I was someone who called all the time asking for a refund, but no I am a loyal customer who again referred your app to the people I love and I find it hard to believe you cannot give me a refund for my delayed flight which I bought flight insurance for because I called on Tuesday morning instead of Monday.

I booked a flight last September for October for my father to visit me in Tel Avivbut then the war started. I had to PAY Hopper to talk to them and had to really push their customer service to receive flight credit and a refund on having to pay to speak to them.

Now, the war continues and there are way less flights and flights continue to be so expensive.

The credit is suppose to expire next month. My father is a senior citizen and I do not feel comfortable having him fly during the war.

Now my credit is suppose to expire and Hopper will NOT ALLOW me to transfer the credit to a different name and to talk to customer service support, I would have to PAY HOPPER AGAIN. I cannot reach them on the phone because I do not have the ID code.

I feel these are extenuating circumstances and that fact Hopper is not willing to work to assist me greatly upsets me.