Business Profile

Travel Services

Hopper USA, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Travel Services.

Important information

Customer Complaint:
BBB with the use of artificial intelligence, analyzed the complaints on 3/20/24
BBB shared the findings and recommendations with Hopper USA, Inc.

The findings appeared to show:

Hidden Fees and Unexpected Charges
Cancellation and Refund Difficulties
Customer Service Concerns

Hopper USA, Inc. on 4/1/24 responded to BBB with the following:

Hidden Fees and Unexpected Charges: Hopper sees to it that all fees are disclosed during the booking process. At times, there are fees from the providers that are charged separately. For example, airlines normally charge fees for additional services like advanced seat assignments or checked bags. Hotels may also charge resort or amenity fees that are not included in the booking and are due at check-in. Hopper has no control over these fees, but we do our best to disclose these types of fees, if applicable, or advise customers that the airline or hotel may charge these separately. That said, if there are discrepancies that a customer sees either during or after the booking process, we ensure that it is corrected and we ensure the issue is resolved for the customer. We have added FAQs to help customers understand the price breakdowns and we have also improved the App UX to ensure clear pricing information.

Cancellation and Refund Difficulties: As a travel agency, Hopper often does not have control over the turnaround time on refunds especially where travel partners may be involved. We partner with a number of suppliers to ensure customers have a wide variety of booking options. We are bound by the policies of our providers. That said, our customer service team advocates for our customers and attempts to obtain refunds when appropriate. Oftentimes exceptions are not allowed, and we are forced to stick with the agreed terms and conditions laid out in the cancellation policy which is prominently displayed to customers at time of booking.

Customer Service Concerns: We have increased staffing to ensure that customers receive timely responses, but as an agency we cannot control the turnaround time with airlines and other partners. We also have a robust QA program, where we are constantly monitoring our agent performance to ensure they are going above and beyond to resolve customer issues. When we identify issues, we provide additional training and remove agents from the program if they are not meeting our rigorous standards.

Complaints

This profile includes complaints for Hopper USA, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

1,017 total complaints in the last 3 years.
140 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:09/19/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
9/17/25. I tried to check in early for my flight home on 9/18/25. Only to find out my flight had been canceled.Hopper's service representative ************* to rebook the very same flight for additional ******. When asked why ** said I canceled flight. I told ** I hadn't done that. ** reply was system showed I canceled. I told ** *** been on a cruise ship without wifi connection for 8 days. I then asked ** what date do they show I canceled. ** could not provide that information. I asked ** why did no one notify me of change? I searched my documentation and find none to support cancelation. ** did not know.When I could not get an answer I asked to be transfer to supervisor. ** said she could not nor could she provide another contact name or method. After getting no where I consented to rebooting. But let them know I was not ******** desperation I agreed for the ** to rebook the very same flight home. The final additional charge was ******.
Business Response
Date: 09/19/2025
We acknowledge receipt of your complaint and sincerely apologize for any frustration and inconvenience you have encountered. We deeply regret that your recent experience with our services did not meet your expectations, and we appreciate you bringing this matter to our attention.

Please be advised that upon reviewing your record, H-3RORDE1BNO, it appears that this reservation involves multiple tickets. We understand that you encountered an issue with your inbound flight. Based on the flight history, the initial booking was created on June 8th for a departure on September 17th from *** to BMI. The following day, June 9th, you submitted a request to change the date to September 18th, and the ticket was subsequently re-issued. However, due to internal issue, the flights were canceled. We note that you contacted our support team on September 17th regarding the cancellation of your flight and requested reinstatement for September 18th, which incurred an additional charge of USD ******.

We have escalated this concern, and due to the internal issue and your status as a valued customer, we will approve the refund of USD ******. Please be advised that refunds typically reflect on your statement within 3-10 business days. However, in many instances, the process is expedited and completed sooner. It is important to highlight that certain card-issuing banks, particularly 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 regrettably, we are unable to expedite this process.
Customer Answer
Date: 09/19/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

I reserve the right to reopen if refund is not forthcoming.

Regards,

****** *****
Initial Complaint
Date:09/13/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked a ticket from ********* (AUH) to ********* (***) on 24th August 2025 (Booking Ref: BAE-*******, PNR: GBZC8E) via Hopper/BudgetAir. Along with the booking, I purchased one excess baggage allowance through ***************, paying ?3006 from my *********** account.I later cancelled the ticket and received a partial refund of AED 236 for the ticket fare. However, the baggage refund of ?3006 has not been credited.*************** has confirmed that the baggage refund was already processed to the booking agency, providing transaction ID: *********. Despite repeated follow-ups, Hopper/********* has not refunded my money.This is a clear case of deficiency in service and unfair trade practice. I request immediate refund of ?3006 and compensation for inconvenience caused.
Business Response
Date: 09/14/2025
We have reviewed your case and sincerely apologize for the confusion and inconvenience you experienced regarding your refund.

After a detailed investigation, we can clarify the different components of your booking and the corresponding refunds. Your booking, reference number BAE-*******, was made through *********. The partial refund of AED ****** you received was from HTS (Hopper Technology Solutions) and was specifically for the Cancel for Any Reason coverage you purchased. We have a partnership with ********* to provide this type of coverage, and that refund was processed correctly.

Regarding the refund for the excess baggage, which was a separate purchase, you must contact ********* directly. As the booking agent for your flight, they are responsible for processing refunds for any ancillary services like seats or baggage.

To proceed with your request for the ?***** baggage refund, please visit BudgetAir's customer service page at ************************************************. We recommend providing them with your booking reference and the transaction ID from *************** (*********) to help expedite the process.

We understand this multi-step process can be frustrating, and we appreciate your patience as you work to resolve this. We hope this clarification helps you get the issue resolved promptly.
Customer Answer
Date: 09/14/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

Regards,

*********** *****
Initial Complaint
Date:09/06/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 8/29/2025 I booked a hotel stay through hopper. The reservation was for *************** in *********, *******The standard room was almost $200 for two nights. They had a Petite suite for about $70 more. I decided to pay more to get a nice room. My total reservation was $270. I paid 170 directly to Hopper and the additional hundred was to be paid at the ******** reservation was September 5 through the seventh when I arrived at the hotel to check in, the front desk had the reservation, but it didnt show I had paid and it also showed the basic room. They advised me that there was nothing they could do and I needed to contact hopper. I reached out and Hopper contacted the hotel and only advised them of the payment, but they did not advise that I reserved the suite in the app. It shows the Petite suite in the app and in the email confirmation. It shows a Petite suite yet it was not honored. I had to contact a second time and all they wanted to offer me was a 15% voucher which equated to about $25. all I wanted them to do was to send the information to the hotel that I had the Petite suite so that hotel can honor it. They could not do that so I would like the extra money that I paid for a better room refunded to me not a voucher. I cannot trust Hopper anymore. I will not book through Hopper anymore as I dont know now what Im gonna be getting when I check in at a hotel.
Business Response
Date: 09/07/2025
We acknowledge receipt of your complaint and sincerely apologize for any frustration and inconvenience you have encountered. We deeply regret that your experience with our services did not meet your expectations, and we appreciate you bringing this matter to our attention.

Please be advised that upon review of your record, we have identified that your booking Q972JCHXG6QP checkout is scheduled for today, September 7th, at *************** - TI **********************. Based on the email confirmation, you are confirmed for a Petite King ****** while the hotel system appears to confirm a queen bed. Due to this discrepancy, my colleague offered a Hopper voucher of USD25.57 for the inconvenience. While I understand this may not be the desired resolution, please note that I have credited an additional USD50.00 voucher to your account for this issue. We hope that this will be beneficial for your future bookings with us.

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

$1 voucher has the same value as 1 USD;
Vouchers can be used to book flights, hotels, or car rentals in the app;
Vouchers are not applicable on UA flights
Vouchers are non-refundable;
If the voucher value is greater than the cost of the booking, the remaining amount will be forfeited;
It is valid up to 365 days from the issue date;
Vouchers can be combined with Carrot Cash, but not other vouchers or promotions;
You can check your voucher in the Hopper Wallet, accessible at the top of the apps home screen; and
More details on vouchers can be found in our FAQs ************************************************************************************************************* and Terms & Conditions *********************************************************.
Customer Answer
Date: 09/10/2025
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ
I am rejecting this response because a voucher will not rectify the situation. I paid extra for something I didnt get. I expect the extra money I paid to be refunded. I dont think its fair to get a voucher for something that Im not gonna use in the future, after dealing with this mess and having a horrible hotel experience I dont trust booking through Hopper again. It would be very stupid of me to put my trust in a app that may end up doing the same thing to me again, so I dont want a voucher. I want my money back. I would prefer $70 because that is the extra it took to upgrade to a higher room, but if youre willing to give me a $50 voucher Id rather take a $50 refund.

Regards,
*******

Business Response
Date: 09/17/2025
We appreciate you getting back to us. To rectify the issue, we went ahead and processed a refund of $50 back to the original form of payment. While it typically takes 7-10 business days for the funds to appear, this can vary depending on your bank. Our sincere apologies for any inconvenience caused. Please know your patience and understanding is much appreciated as were hard at work making constant improvements to the app.
Initial Complaint
Date:08/31/2025
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.
Hello, I booked my entire trip to ***** for this August 2025. I have to book 4 flights . One of my flights was canceled by *************** and I found out the night before that condor cancelled it months ago and told hopper to reach out to its customers but ********************** didn't . I called hopper and they admitted to not reaching out . I was almost stranded in ****** with a flight from **** to nyc waiting for me . I had to book a flight for double the price the night before my flight took off early in the morning . They only refunded me part of the canceled flight . I'm asking for the full refund plus money for the new flight I had to book under stress especially since it was way more and not planned like my original flight .
Business Response
Date: 09/01/2025
Thank you for bringing this matter to our attention. We have received your complaint and wish to extend our sincerest apologies for the frustration and inconvenience you experienced. We regret that our service did not meet your expectations on this occasion.

Upon reviewing the reservation, we can confirm that a partial refund of ***** has been processed to the customer's account. This amount corresponds to the return portion of the flight, which was canceled by the airline

We're sorry to hear about not being notified of the cancellation. Our investigation indicates that the booking type was managed directly by the airline. In such cases, the airline is responsible for sending flight change notifications to the passengers. While these circumstances are beyond our direct control, we acknowledge that this resulted in a poor experience.

We see that the team has issued a voucher to your account for future use. While we understand that this outcome may not align with your expectations, and we appreciate your cooperation and understanding in this matter. Please accept our apologies for any inconvenience this issue may have caused.
Customer Answer
Date: 09/01/2025
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
Condor is saying they reached out to hopper to let your customers know that our flight was cancelled . You're a huge company that people all over rely on you could absolutely spare to give me a full refund plus compensate for what I had to pay for . Hopper has so many complaints against them I'm not sure why you think it's a good idea not to settle .
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
*********

Business Response
Date: 09/02/2025
Please note that when a flight is cancelled, the airline is responsible for notifying passengers directly. Hopper does not receive those communications on behalf of customers, so any updates about your flight would have been sent to you directly by Condor.
In terms of the refund, Hopper is only able to process and release the amount authorized by the airline. Unfortunately, this means we cannot issue a refund beyond what ****** has approved. If you believe you are entitled to additional compensation, we recommend contacting Condor directly, as only they can approve or extend refund amounts.
We truly value your trust and understand your concerns. While we are bound by the airlines policies, we remain committed to assisting you within those limits and ensuring your refund is processed as quickly as possible.
Customer Answer
Date: 09/06/2025
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
*********
Initial Complaint
Date:08/30/2025
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 did their referral program and successfully referred over 15 different people. I was awarded $425 to my account for the referall and they refused to allow me to use it when I tried to book. I kept getting errors, so I called and used chat just to be told they can't give me my award. I was scammed into referring all of those people just to be denied. I see this has happened plenty of times and their responses are lies! I want to be able to use my rightfully earned credit or I will have to escalate this issue to higher authorities for fraud. I'm not taking this lightly. This is a horrible way to do business and not acceptable. Hopper this is your chance to honor what i earned. Also, don't even think about responding with a lie. Please be able to prove what made up story you may decide to conjure up.
Business Response
Date: 08/30/2025
We acknowledge receipt of your complaint and sincerely apologize for any frustration and inconvenience you have encountered. We deeply regret that your recent experience with our services did not meet your expectations, and we appreciate you bringing this matter to our attention.

Following a comprehensive review of your account, we regret to inform you that we are unable to process the redemption of your Referral Program rewards. Our records indicate recent activities on your Hopper account suggesting attempts to accrue Referral Rewards in a manner inconsistent with the program's intended use. Consequently, we are unable to release these rewards. We apologize for the inability to provide further specific details regarding this matter. While we understand this outcome may not align with your expectations, we appreciate your cooperation and understanding. Please accept our apologies for any inconvenience this issue may have caused.

Customer Answer
Date: 08/30/2025
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
This is the same copy and paste response that they give everyone who calls them out on their fraudulent behavior. I will tell every person I referred to not use this service. This scam of theirs won't last forever! I sent the referall to 15 DIFFERENT people so they are flat out LYING!! Prove that I didn't! Liars!

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
********

Business Response
Date: 09/02/2025
Thank you for reaching out and sharing your concerns. We completely understand your frustration and truly appreciate the time youve taken to explain your experience.

Weve carefully reviewed your case against the referral programs terms and conditions, and unfortunately, were unable to make any exceptions or adjustments. As much as wed like to resolve this differently, there is nothing further we can do in this instance.

We know this isnt the outcome you were hoping for, but please know your feedback has been shared with the appropriate team. We truly value your support and hope to serve you better in the future.
Customer Answer
Date: 09/04/2025
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I'm not surprised that you all will not honor the promotion. I assure you though, nobody I referred will use your service. I already told them about your scam. It'll all catch up to you all so I'm not worried. That's not how you do business.

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
********
Initial Complaint
Date:08/27/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Was booking a flight to ***** whwn i stumbled across i guess a 3rd party i was charged $43 and some change to freeze the price of my trip it was not until after i payed that i was informed the money do not count toward my ticket and that i can not cancel nor get a refund
Business Response
Date: 08/27/2025
Thank you for reaching out to us. I understand how frustrating it must have felt to realize that the fee you paid for the Price Freeze does not go toward the cost of your ticket. Please note that the Price Freeze is a separate service fee that allows you to lock in a fare for a set period of time. As disclosed during purchase, this fee is non-refundable and does not apply to the flight cost itself. That said, as a one-time courtesy, we will proceed with refunding the Price Freeze fee back to your original form of payment.
Customer Answer
Date: 08/27/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

Regards,

******** *******
Initial Complaint
Date:08/25/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a car through hopper to be picked up at Dollar car rental at **************. When you book the reservation on hopper it clearly states that the price includes all taxes and $0 is due at the counter. But when you pick the car up at dollar you're charged more money for taxes and fees. That's false advertising on hopper behalf and not the true prices.Instead of paying $158.97 | ended up praying $217. 28 total ($58.31) directly to dollar car rental. That's definitely not fair to the customer! I would like a refund of my $58.31 because hopper should've be truthful with the consumer about these hidden fees
Business Response
Date: 08/26/2025
Thank you for reaching out and sharing your experience with us. Im truly sorry to hear about the unexpected charges at Dollar Car Rental I completely understand how frustrating this must have been, especially when you were expecting the price displayed in Hopper to include all taxes with nothing due at the counter.

We want to ensure transparency and fairness for all our customers, and what you described does not align with the experience we strive to provide. Ive reviewed your reservation and confirmed the additional charges. As a resolution, we will go ahead and issue a Hopper voucher in the amount of $58.31 to cover the extra cost you incurred at pickup. Youll receive this voucher directly in your Hopper account shortly, and it can be applied toward any future booking with us.
Customer Answer
Date: 08/26/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I havent received the credit to my account yet! I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

Regards,

***** ******
Initial Complaint
Date:08/24/2025
Type:Billing 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 7-20-25 I booked at the Hilton and I was charged two additional charges besides the charge of one room which makes three bookings. The two additional charges amount ****** charged out of my credit card on 7-22-25. I have been unable to get in-touch with Hopper and *********** (which is the credit card used to book my room) is in the position of being unable to help because they are saying that the purchase was done through a third party merchant which is Hopper. I request and resolution in this matter is to have the monies ($******) credited back to my credit card. I am not able to be in three rooms in a day in the same hotel. Please note that I checked in on 8/18/2025 and checked out on 8/19/2025.
Business Response
Date: 09/01/2025
We acknowledge receipt of your complaint and sincerely apologize for any frustration and inconvenience you have encountered. We deeply regret that your recent experience with our services did not meet your expectations, and we appreciate you bringing this matter to our attention.

Please be advised that upon review of your record, we have identified multiple duplicate bookings for which a refund is being requested. Our system indicates that we have contacted our partner via both phone and email to request a refund due to the duplicate bookings. However, we have received a response regrettably informing us that our request has been denied, based on their policy which states: Non-Refundable - If you choose to change or cancel this booking you will not be refunded any of the payment. While we would like to provide you with a refund, we are unfortunately unable to do so. We wish we could do more to assist you. Regrettably, we do not have control over this policy. Please understand that we are entirely bound by their policy and cannot process a refund without their approval.
Initial Complaint
Date:08/24/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased airline tickets through Hopper to travel to *********, ********** on June 7th, 2025. My flight into ********* on 8/1/25 was canceled because of weather. I was automatically rebooked on flights that did not work for me. I tried to change onto flights that worked with my plans to no success, and wound up having to purchase another ticket from a different airline. The original communication I received from ******/*************** was that I was entitled to a refund for any portion of the flight I chose not to take. I then spent hours on the phone with Hopper and Hawaii trying to confirm that I could cancel my rebooked flight in, but keep my flight home scheduled for 8/4/25. I spoke with multiple agents from both businesses who all gave me different and often conflicting information about this. Eventually, I had to cancel the entire thing or Id be marked a no show. I could not request a refund until I returned. This cancellation is still not confirmed on the app. I told by Hawaii that they would approve the refund, but never received it. Then I had to call Hopper again. Finally, after more phone calls, I received an email stating my refund was being processed, and it would be complete in 7 business days. It has been 12 business days, and I still have not received a refund. There is no evidence a refund is being processed in the Hopper app. Frankly, I dont know what is the actual truth because neither business has been honest or accountable through this experience. This entire experience resulted in sixteen total phone calls between both businesses, and several interactions via chat support. I feel completely scammed by this company. Customers have to PURCHASE better support, or you get sent to an outsourced call center where disrespectful men will yell over you while you try to explain your situation. I have opened a dispute with my credit card company as well, and want my money back as well as some type of explanation from Hopper.
Business Response
Date: 08/25/2025
We have reviewed the customers concerns regarding their canceled flight. A full refund of $355.81 has been successfully processed for the booking in question. Additionally, to acknowledge the inconvenience experienced, Hopper has issued a $50 voucher as a gesture of goodwill.
We regret the difficulties the customer encountered throughout this process and appreciate the opportunity to resolve the matter.
Customer Answer
Date: 08/25/2025
Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

Regards,

****** ********
Initial Complaint
Date:08/20/2025
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.
During booking the charged me a breakfast fee for my hotel. Upping arriving I see hotel provides free breakfast.. and hopper customer service been very unfriendly and no help at all. They said they did an investigation but only shows total amount I spent .. the email they send with results says u have 2 days to reply but when reply it's a email with no inbox so you really can't reply to their so called findings... Been 5 days 2 investigations and got no where
Business Response
Date: 08/21/2025
We acknowledge receipt of your complaint and sincerely apologize for any frustration and inconvenience you have encountered. We deeply regret that your recent experience with our services did not meet your expectations, and we appreciate you bringing this matter to our attention.

A review of your booking, KZ7PMDRP26XS, confirms a reservation at ************ & Suites ******************. Verification confirms that breakfast is included in your booking and was stated in the email confirmation. Consequently, we propose to process a refund of USD ***** via a Hopper voucher.

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

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

Kindly confirm your agreement to proceed with this refund to your Hopper wallet. Thank you.

Customer Answer
Date: 08/22/2025
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
Your support did 2 investigations attempts then blamed the hotel for not being able to process the refund. I appreciate the voucher offer but honestly I would rather have the credit applied back to the card I used to make the reservation. I really don't plan to use hopper anymore because of the service and results from this experience so a voucher won't do me any good.

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
*******

Business Response
Date: 08/25/2025
We have successfully processed a refund of $48.00 to the original form of payment used for the reservation. We sincerely apologize for the inconvenience this situation has caused and appreciate the opportunity to resolve the matter. We hope to better serve the customer in the future.

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Hopper USA, Inc. is NOT a BBB Accredited Business.