Complaints

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

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  Hopper USA, Inc.

  265 Franklin St Ste 1702 Boston, MA 02110-3144

• 

  Hopper USA, Inc.

  101 Arch St Fl 9 Boston, MA 02110-1131

• 

  Hopper

  18 W 18th St 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:07/07/2025

  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 referred 15 friends to Hopper using their in-app referral program and received a $425 hotel voucher as promised. When I tried to redeem it, Hoppers app declined all 3 of my valid credit cards (including debit and credit from different banks), despite these cards working perfectly elsewhere. I contacted support, who gave me no resolution and told me to wait an hour. It still didnt work, and the hotel prices began rising during this wait period.Additionally, Hopper offered a pay extra for refund flexibility option at booking, claiming I could cancel up to 24 hours before check-in. When I called customer support, the representative admitted this refund was not actually available because the hotels policy is no cancellations. Hopper advertised a refund feature that was not real this is deceptive.I followed all the rules, invited 15 real users, and earned this voucher honestly. Hopper is now effectively blocking me from using it while prices increase, and is falsely advertising refund options they wont honor.I am requesting either: The ability to use my $425 voucher with a successful booking at the original price Or full compensation for the value of the voucher and misleading refund feature

  

  Business Response

  Date: 07/10/2025

  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.
  
  Upon a thorough review of your record regarding your referral voucher concern, we can confirm that a hotel reservation was created on July 9th with confirmation: JPJGVZDRHW64 at ***************** & Mineral Water Spa with a check-in date of July 26th and a check-out date of July 29th, utilizing the referral voucher for USD ******. Given that the hotel reservation has been successfully made and your referral voucher has been redeemed, we consider this particular case regarding your voucher concern to be resolved.
  
  We understand that issues can arise, and we are committed to ensuring a smooth and positive experience for all our customers. If you have any further questions or require additional assistance regarding this booking or any other matter, please do not hesitate to contact us at *************** ****************) (Available 24/7, Toll-free). Our dedicated customer support team is available 24/7, ready to offer the assistance you require. Be assured that we are fully committed to resolving any issues you may encounter. Your satisfaction is important to us, and we are here to assist you in every possible way.

• Initial Complaint

  Date:07/06/2025

  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 am filing this complaint because Im not sure if they even really processed my refund i stayed at this hotel and they had a ***** I spoke to the hotel they agreed to provide me. Full refund the first *** from the hopper called the hotel himself and confirmed the refund the communication is a nightmare so that *** the first one the guy called the hotel himself and they confirmed my full refund with him I didnt know he was going to call the hotel once we hung up the second *** was a lady who said my refund was processed and it was going to show up within 45 minutes I speak to her supervisor whose saying he now has to call the hotel again even though his *** called the hotel and the hotel confirmed they will give me a refund this has been a nightmare I just want someone to see if my refund was really processed by the hopper because inconsistent things going on doesnt make me comfortable I want a full refund plus my credit I want a coupon

  

  Business Response

  Date: 07/06/2025

  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.
  
  Upon a thorough review of your record, KCNZRBB5X6LD, it appears that a refund request was initiated in our system on July 06, 2025. Please be advised that refunds typically require 3-10 business days to reflect on your statement. However, in many instances, the process is expedited and completed sooner. It is important to highlight that certain card issuing banks, particularly those associated with debit cards, may have extended processing times, potentially 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: 07/06/2025

  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.
  I am not satisfied because I didnt get any credit it was suppose to be 100 dollars and its not on my hopper account 
  FAQ
  
  Regards,

  ******

   

   

  

  Business Response

  Date: 07/09/2025

  We appreciate your patience and once again, we apologize for the delay.
  
  We have confirmed that the USD ****** refund has been issued to your original payment method. The Refund Acquirer Reference number is BW93XNWWH9V9C882, which will assist your bank in tracking the transaction. Typically, refunds are posted within 3-10 business days, but this can vary depending on your bank's processing times.

  Customer Answer

  Date: 07/09/2025

  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.  My response is the *** that I spoke to a man said for the inconvenience I would get a credit for a future hotel booking and yet its still not anywhere available on my account so thats what Im saying the calls are recorded Im sure so where is the credit 
  
  FAQ
  
  Regards,

  ******

   

   

• Initial Complaint

  Date:07/04/2025

  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 through Hopper for $1,132.36. The booking page clearly stated No 1 checked bag included, which implies that 1 bag is included in the fare. After purchase, I found out from the airline that no baggage is included at all, and that Id have to pay over $520 in additional baggage fees. Hopper support told me I misread the phrase. This is misleading language and deceptive advertising. Im requesting either reimbursement of the baggage fees or a refund due to the misrepresentation. I have all documentation available.

  

  Business Response

  Date: 07/05/2025

  We acknowledge receipt of your recent 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.
  
  Upon a thorough review of your record, P-VHG9YY, we note that you have previously contacted our support team, and your concern has been escalated to our management team for further investigation and consideration. Our system indicates that the booking made was for a basic economy fare, which does not include seat selection or baggage, requiring direct purchase through the airline's website. We have also reviewed the screenshot you provided regarding your attempt to add baggage, which clearly states "Continue without Bag" in the lower portion. Furthermore, we attempted to replicate the booking process within the Hopper app and confirmed that it indicates a fee for carry-on baggage. We regret to inform you that we are unable to provide a refund at this time. Please be advised that we encourage all customers to meticulously review all provided information prior to completing payment.

  Customer Answer

  Date: 07/05/2025

  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. 

  1. How am I to interpret No 1 checked bag included? Other than the 1st checked bag is included and I only need one checked bag per passenger so I didnt add any more bags.

  2. As you can see in the 2nd screenshot it clearly states that I can add a carry on, but doesnt say the same for a checked bag.

  3. Even if I click on view bag fees, it takes me to a page on spirit where Im provided information about bag dimensions, not an option to add checked bags.

  As my original message said this is not only misleading, it is straight up false advertising. 
  

  Please help,
  
  Regards,

  ******

   

   

  

  Business Response

  Date: 07/09/2025

  Thank you for your understanding. We sincerely apologize again for the confusion.
  
  We are committed to providing all necessary details within our app to prevent situations like this. We appreciate you bringing this unusual issue to our attention.
  
  Airlines manage their own baggage policies, and Hopper does not have control over these rules. Our app is designed to guide you to the airline's official website for the most accurate information, as it did in this instance by directing you to *************** to purchase baggage.
  
  Moreover, the booking was for ***************' most restrictive, low-cost fare. For future bookings, we recommend using the filter option in our search results to exclude "basic fares." This will help you avoid similarly restrictive tickets.
  

  Customer Answer

  Date: 07/15/2025

  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 # ********.

  Hopper continues to place the responsibility on me as the consumer, while failing to address the core issue: the misleading language displayed at the time of booking.
  
  The fare was labeled: No 1 checked bag included a confusing and nonstandard phrasing that implies one checked bag is included. This is not a normal industry expression and differs significantly from clear alternatives such as No checked bags or Bags not included. Hopper has acknowledged this phrasing is unusual, yet offers no remedy.
  
  The fact that the baggage costs on this fare exceeded $520, in addition to the $1,132.36 I paid, makes this a financially significant issue. I booked through Hopper, not the airline, and Hoppers UI is what misled me.
  
  Suggesting that I use filters in future bookings is not a resolution to the harm already done.
  
  I am requesting again:
  
  A refund or credit for the baggage cost, or
  A partial refund for the booking due to misrepresentation.
  
  This is now part of a formal complaint I am submitting to the ************************ (***) and **************************** (***), and I will be filing a chargeback with my credit card issuer for deceptive business practices if no resolution is offered.
  
  
  Sincerely,
  ****** Chavesleer
  Booking ID: ********
  

  Regards,

  ******

   

   

  

  Business Response

  Date: 07/24/2025

  We have reviewed again your concern regarding the check in baggage claim, we regret to inform you that we are unable to process a refund as our records indicate that checked baggage was not included with your booking. As a gesture of our commitment to customer satisfaction and in light of the inconvenience you experienced, we have made a special, one-time exception to issue a goodwill refund in the amount of USD ****** via a Hopper voucher. This voucher has already been credited to your Hopper wallet account.

  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 *********************************************************.
  

  
  

• Initial Complaint

  Date:07/01/2025

  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 made a reservation for a car rental and car insurance with Hopper. I was unable to get the car because Routes does not allow in city rentals. I was unaware of this policy, therefore my car reservation was denied. I contacted Routes to start a refund since the company denied my reservation. The stated that I would have to work directly with Hopper. I contacted Hopper and they refused to provide a refund. Even though NO services were rendered, they still refused to provide a refund. I tried multiple times to get this matter resolved without any resolved.

  

  Business Response

  Date: 07/01/2025

  Upon reviewing your booking, we found that the "Important Information" section explicitly states that local renters are not allowed. We then contacted our car rental partner, who advised us that you are a resident of *******. This is why your rental was denied when you arrived at the pick-up location.

  We understand this is a difficult situation, and we did advocate for an exceptional refund on your behalf. However, our partner is firm on upholding the booking policy. As such, the booking remains non-refundable, and we must adhere to their nonrefundable policy. We suggest reaching out to your insurance provider to inquire about potential compensation. Thank you for understanding and we sincerely regret any inconvenience this may have caused.

  
  

• Initial Complaint

  Date:06/24/2025

  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.

  The hopper app in the location for a 3rd party reservation doesnt want to give me my money back Red Roof Inn PLUS+ ************* - ********* ************************************************************************** The red **** say they refunded my money but the 3rd party doesnt want to refund my money back to me.

  

  Business Response

  Date: 06/25/2025

  We're sorry to hear of your dissatisfaction with our service, and we truly understand how disappointing this experience has been.
  Upon reviewing your case, we were informed that the reason a cancellation was requested from your end was due to the deposit fees required by the hotel, which were deemed unacceptable. Please understand that these requirements are set by the hotel directly, and as a third-party booking agency, we have no control over their policies or fees.
  Please know that our team made several attempts to advocate on your behalf directly with the hotel. Despite our efforts, the hotel has decided to uphold its policy and has ultimately denied the refund request. Hence, as we understand this is not the outcome you were hoping for, our team has issued a refund of $25.00 back to the original form of payment and issued a $40.00 worth of goodwill voucher to your account which you can use towards your future plans.
  While we have exhausted all efforts to appeal this decision, we remain available should you have any additional questions or concerns. Thank you again for your understanding.

• Initial Complaint

  Date:06/15/2025

  Type:Order 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 purchased a flight on 1/30/2025 from ***** to ***** through Hopper. The flight was suppose to return on 5/25/25 around 11am. The flight updated to after 12pm and that would no longer work with my scheduled plans. I had purchased their insurance policy to cancel for any reason and it would reimburse me for 80% of my flight. And I could cancel from their hopper app. I had paid ***** (this is included from ****** amount I was charged for) for their insurance policy. Hopper failed to refund me anything for that trip. Even when I spoke to the customer representative they werent aware of such policy. Therefore this company is creating false advertisement in their add ons for an insurance policy they do not follow.

  

  Business Response

  Date: 06/15/2025

  Hello
  
  I understand that you would like to use the insurance to refund for your booking SIJLZT.
  
  Upon checking, I can see that you actually purchased the **************** which is totally different from the Cancel for Any reason plan. The **************** does not cover a voluntary cancellation or refund. The plan usually covers emergency cases like medical reasons, airline cancellations, lost baggage etc.
  
  Due to privacy rules set in place by our insurance partner XCover, we unfortunately do not have access to your policy information. However, for a complete overview of what is covered under your policy, you can refer to your Policy Wording. For more information regarding the Policy, please refer to the Insurance confirmation email you have received. You may also create or log in to your XCover account here to access these documents.
  
  
  If you have any questions relating to your policy, you can contact XCover directly. Their support team is available 24/7. You may expect to receive their response within 24 hours.

• Initial Complaint

  Date:06/13/2025

  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 had reservations to fly May21st booked through Hopper and was never notified from Hopper that my first flight of trip was cancelled. I went through Spirit but they said they notified Hopper 3 times of the change since that was the email they used to book my flight. I missed my college graduation and 3 times as much money and millions of memories. I feel someone needs to compensate me somehow. Conversation with Spirit and BBB.Spirit once again said they notified Hopper with email they used to book my ************************************************* someone help me Im out ****** plus missed my college graduation from nursing. I had no other choice since I never found out till that morning when I went to checkin. I need to be in ****** that next day for a family wedding

  

  Business Response

  Date: 06/14/2025

  I am writing in response to the complaint you recently submitted to us. We understand that you are seeking assistance with a matter related to a hotel reservation. Upon a thorough review of our records, using the email address you provided in connection with your complaint, we were unfortunately unable to locate any existing *************** flight reservation. To ensure that we can effectively investigate your concern and provide you with the most accurate resolution, we kindly request your assistance in providing us the Email Address Associated with the Hopper Account and the ********************** *****************************text="true" style="box-sizing: inherit;">
  Your prompt cooperation in providing these details is greatly appreciated, as it will allow us to proceed with our investigation without delay. We understand that this may require a bit more effort on your part, and we sincerely thank you in advance for your understanding and prompt attention to this request. Once we receive this information, we will do our utmost to resolve your complaint as quickly and efficiently as possible.

  Customer Answer

  Date: 06/14/2025

  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.]

  my email is ******************** and hopper booked these flights with there email and spirit said that is who he notified. My problem is I was never notified of any changes and due to that had to miss my graduation from college that I worked so hard for and also had to pay a additional ****** to get us to our destination on time

  .

  thank you

  nocol ******
  
  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: 06/16/2025

  This is in response to your ongoing complaint. Thank you for providing us with your email address. Upon accessing the account, there were no reservation associated to the email address provided. We apologize for the delay in resolving your request. We would appreciate if you could provide the actual Hopper booking code that can be found on the confirmation email that was sent to you upon completing the reservation.

  Again, we thank you for your patience and prompt attention to this request. Once we receive this information, we will do our utmost to resolve your complaint as quickly and efficiently as possible.

  Customer Answer

  Date: 06/16/2025

  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.
  Ok I believe this is the booking number you are looking for that attached?
  FAQ
  
  Regards,

  ******

   

   

• Initial Complaint

  Date:06/11/2025

  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.

  Hopper is a 3rd party app. I booked a car with insurance for a total of $55, Hopper also included a "breakdown of fees". I attempted to contact the number for the car rental company and it hung up on me repeatedly (important, as later, Hopper told me they have a "separate number" not available on the website for general customers. The place was understaffed and the line was long. I had to rush in order to avoid being billed another day at the hotel I was at after spending part of the morning looking for car. I've never had issues or odd fees from car rentals in the past, so I was not worried. The attendant at the company immediately informed me that Hopper's car insurance is NEVER accepted and they would immediately refund me (this is a known issue through Hopper). I was then charged, after one day and NO CAR ISSUES OR LOW GAS, NO FEES I INCURRED through ar use a total of $169! I called Hopper and basically told me I should have read the small print and they would only refund the insurance. I explained that since this is a known issue, this should not be offered to the public on their APP. I didn't have time to move to another car rental agency, and found myself stuck with the bill. Very disappointing experience. I will never use Hopper again--this is the worst 3rd party app ever--the AI program they use is also finely tuned to address issues to misrepresentation and fraudulent practices. They DO NOT CARE ABOUT YOUR WELLBEING WHATSOEVER. They're putting all the blame on the rental company, but I'm putting it all on HOPPER. They REFUSED to offer me any credit whatsoever.

  

  Business Response

  Date: 06/12/2025

  Please accept our sincerest apologies for any frustration and inconvenience you have experienced. We deeply regret that your experience did not meet your expectations, and we are committed to resolving this matter promptly and to your satisfaction. We have received your complaint and have carefully reviewed the details provided. We understand that you are seeking a refund for this additional charge. Upon receiving your complaint, we immediately reached out to our car rental partner to verify the charges. Unfortunately, they were unable to provide us with specific details regarding charges incurred at the LAX location. We also attempted to contact their LAX office directly, but the phone line was unavailable. Based on our records, we can confirm that the insurance you purchased through the app has already been cancelled, and a refund will be issued by ***********. Additionally, as a one-time exception and a gesture of goodwill for the inconvenience you have encountered, we have issued a USD50.00 Hopper voucher to your Hopper account. We hope this helps to mitigate some of the frustration you've experienced.
  
  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 - *********************************************************.
  

• Initial Complaint

  Date:06/10/2025

  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.

  Im filing a complaint against Hopper Inc. regarding the wrongful expiration of $1,450.21 in referral credits (Carrot Cash) and an unexplained lockout from my account, which prevented me from using the credits or continuing to book travel.Between March 2023 and January 2024, I earned over $2,400 in referral credits through Hoppers official referral program. My credits were confirmed valid and used for two bookings ($800.71 and $159.08). My referral link (*****************************************************) remained live in Hoppers system, generating ongoing traffic, and is still live.But in late 2023 or early 2024, Hopper silently blocked me from making bookings without any violation or warning. I was locked out of using my earned credits, which were then forcibly expired on June 5, 2025. This contradicts Section 9 of Hoppers own Terms of Service, as I was not inactive by choice, I was blocked from activity.I called support on June 6 and was told my case was escalated, but received no callback. I also emailed support, legal, and media with proof of account status, referral history, and Terms of Service excerpts. No response was *********** a verified account holder who openly promoted Hopper in LGBTQ travel spaces, Im also concerned that this suppression may reflect bias in how referral accounts are handled. I ask that Hopper confirm its internal policies are not discriminatory.Resolution Requested:Reinstatement of the $1,450.21 in Carrot Cash Restoration of account access immediately with ability to use credited Carrot Cash as outlined in the Hopper TOS.A goodwill credit to reflect the lockout period and lost earnings If not resolved by June 17, 2025, I will escalate this to the ***, state AGs in ** and **, press outlets, and Hoppers VC firms.Sincerely,**** C. ******* ***************** ************** Trip ID: ************ Trip ID: ************

  Customer Answer

  Date: 06/22/2025

  I have received a few messages from Hoppers escalations team, but they have failed to provide a full or adequate resolution. Despite my repeated, professional attempts to settle the matter including submission of a complete documentation packet, outreach to ********************************************* ********************************* and a direct message to CEO **** ******* Hopper has not responded with a meaningful or complete resolution.
  
  They credited only $660 of the $1,450.21 that was silently expired from my account without notice. This partial reinstatement confirms Hopper acknowledges the legitimacy of the credits, and by extension, the validity of my referral activity. Their ongoing refusal to pay the remaining $790.21 may constitute a violation of their own Terms of Service, and potentially affiliate or referral fraud.
  
  At this point, they are ignoring follow-up communication and have failed to meet any of the documented deadlines I provided. I have stated that I am willing to sign a non-disclosure agreement and resolve the matter privately, but they continue to disregard all formal offers of resolution.
  
  I can provide supporting screenshots of all communication and app activity. This complaint remains open and unresolved.

  Sincerely,

  **** *.

   

  
  

  

  Business Response

  Date: 06/27/2025

  We are writing in response to the complaint you recently submitted to us regarding a referral credit on your account. We understand your frustration and concern about this matter. Upon reviewing our records, we can confirm that this specific issue has already been addressed by our legal team. As part of our standard procedure, an email detailing the resolution was sent to the customer at the registered customer email address.

• Initial Complaint

  Date:06/09/2025

  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 hotel room thru Hopper totaling $841.38. I took out 3 insurances to make sure i was covered because I knew the trip plans could change. *************** cancellation insurance, and Leave for any reason insurance. I had to leave 3 days early. I witnessed the hotel refunding 3 days including taxes back to Hopper. Hopper is NOW saying I have to reach out to another 3rd party insurances to file a claim. This was never explained when I took the insurance. Hopper is also trying to claim I didn't have a valid reason. It literally says " Leave for ANY reason" insurance. Everyone is dragging their feet when the money has already been refunded on June 1, 2025 back to Hopper. I had to check out because the Birthday girl got sick. But it shouldn't matter. It says for any reason. Now Im having to wait on a company called **********, who keeps asking the reason I left early. I was told I had email conformation of this which I have never been able to find. I am asking for the 3 days plus taxes applied refunded. Not sure why this has become an issue. Very disappointed in Hopper and will probably never use this service again. They have added nothing but stress to an already stressful trip

  

  Business Response

  Date: 06/12/2025

  Please accept our sincerest apologies for any frustration and inconvenience you have experienced. We deeply regret that your experience did not meet your expectations, and we are committed to resolving this matter promptly and to your satisfaction. We have received your complaint and have carefully reviewed the details provided. We understand that you checked out of the hotel earlier than your originally scheduled departure date, and you are seeking a refund for the unused portion of your reservation. Upon receiving your complaint, we immediately reached out to the hotel to verify the charges and confirm your early departure. We have successfully verified the charges and, in line with this, I have initiated the process to issue a refund for the unutilized days of your stay. We are pleased to inform you that a refund in the amount of USD ****** has been processed to your original form of payment. Please note that refunds typically take 3-10 business days to reflect on your statement. However, in many instances, the process is expedited and completed sooner. It is important to highlight that certain card issuing banks, especially those associated with debit cards, may have longer processing times, extending up to two billing cycles (***** days). This specific timeline is determined by your banking institution, and unfortunately, we are unable to expedite this process.

  Customer Answer

  Date: 06/12/2025

  [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,
  
  ******* ****