Reviews

This profile includes reviews 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

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  Hopper USA, Inc.

  101 Arch St Fl 9 Boston, MA 02110-1131

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  Hopper

  18 W 18th St New York, NY 10011

Review Details

• Review fromcarlos m

  Date: 06/09/2025

  1 star
  FALSE ADVERTISING !!!do NOT book with this company, they are extremely sketchy and gain customers on FALSE ADVERTISING, they supposedly give you $50 for every time someone SIGNS UP under your code but what they dont tell you its that they have to BOOK as well, that is NOT what the advertise says. im currently in process of suing this company for this very same reason, such a waste of time

• Review fromAlyssa S

  Date: 06/06/2025

  1 star

  Alyssa S

  Date: 06/06/2025

  I am not pleased with Hopper at this point. I had 2 very good experiences with no issues. My 3rd experience has been frustrating. I booked a car rental through the app and upon booking it said includes all taxes and fees. Just prior to pick up I checked in online with the rental company and saw additional taxes and fees displayed in the amount of approx $92. I contacted hopper immediately and provided screen shots. They told me there would be no additional fees unless I sign up for insurance or gas. I picked up the vehicle and they essentially said pay the extra $92 or you cant take the car. They told me the fees were required and to take it up with Hopper. I took it, informed hopper, provided them with the receipt as requested. I called the next day, they stated they would look into this after the reservation had concluded. Afterwards I contacted them again, waited on hold for 30 mins to tell me that fee is required and its state taxes despite the fact that the reservation said all taxes and fees included upon booking and it did not state in the rental agreement that you should anticipate additional fees upon check in. i Believe they should have refunded me that money due to their misleading booking.
  

  Hopper USA, Inc.

  Date: 06/07/2025

  Please accept our sincerest apologies for any frustration and inconvenience you have experienced. We have received your complaint and have carefully reviewed the details provided. We understand you are looking for a refund regarding the additional charge that was collected by the car rental. Upo checking your record, can see that you already reached out with our support team regarding this concern. My colleague did reached out with our car renal partner and confirmed that charged collected was a valid tax. Due to the inconvenience that you have encountered, and as a gesture of our commitment to customer satisfaction, we have made a special, one-time exception to issue a goodwill refund in the amount of USD ***** 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.

• Review fromAmanda A

  Date: 05/15/2025

  1 star

  Amanda A

  Date: 05/15/2025

  I will share similar concerns to many of the other posts made in relation to Hopper. If you care about quality and trust with a company, do not select Hopper. My wife and I recently were unable to attend a hotel booking due to medical emergency that my wife has been undergoing. After various (8-12 phone calls) with customer service, we were told time and time again that requests would be made and that progress would be done in order to ensure that we would be able to rebook. We had employees promising they would call us back, or more often, we had employees prompt us to call back and after each time we followed the heeding of one employee, all we learned that there is one value this company desires, your money. Apparently return customers are not a priority after they have pocketed your change on a booking All we had wanted was to rebook our hotel and following a 2-week battle of delays and more redirections from the initial issue all I am left to do is just warn people to not fall for the same folly
  

  Hopper USA, Inc.

  Date: 05/17/2025

  We sincerely apologize for the difficulties and negative experience you encountered with booking 8ZSLHZQS7C4J. Our review of the specific terms and conditions associated with your reservation confirms that the applicable policy states: "If you choose to change or cancel this booking you will not be refunded any of the payment." Despite this clear policy, we diligently contacted our partner, via both telephone and email. Our aim was to request for a one-time exception to the stated policy, hoping they would consider your specific circumstances. Unfortunately, after careful consideration, our partner declined our request for an exception. As much as we would like to proceed with your concern, we are unable to do so. I really wish I could do more to help you. Unfortunately, Hopper doesn't have any control over this kind of policy. Please understand that we are 100% bound by their policy.

• Review fromJ. R.

  Date: 05/11/2025

  1 star

  J. R.

  Date: 05/11/2025

  I am underwhelmed, to say the least, at the quality of service your application promises but fails to deliver. I was led to believe, according to your website, that users can amalgamate multiple gift cards during flight booking a feature I wanted to leverage. Disappointingly, my six gift cards returned nada, your application couldn't even digest two of them. It was indicated that an impasse such as this could be addressed by your ************************** through the seemingly alchemical process of combining all gift cards into a single entity. Deciding to go down that road, the response from your customer service was about as beneficial as a chocolate teapot, affirming that such a procedure doesn't exist. Yet it's clearly detailed in your so-called policies. Brilliant bait-and-switch tactics, by the way.Having wasted precious hours across five futile engagements with your team, the only thing that got escalated is my blood pressure. Each call, ending with the chorus of "call back in 48 hours", devolved into a farcical situation where my concerns were swept under the rug rather than addressed.During my last interaction with your team, which was about as fruitful as a barren tree, they decided to throw in an apparently worthless gift card for my trouble. The irony here isn't lost on me since, lo and behold, this gift card was just as defective as its predecessors.This ongoing circus is more than a mild inconvenience. My flights are in jeopardy and prices are sprouting like weeds while your commitments remain conveniently up in the air. In professional circles, I believe this is termed as blowing smoke. Well done on brewing a customer service ******. A once irate user, I am now beyond furious. Your penchant for hollow reassurances and lack of ownership has culminated in this email. I expect an immediate resolution to this debacle. If your multiple assurances were as abundant as your problems, we wouldn't be in this mess, would we?
  

  Hopper USA, Inc.

  Date: 05/15/2025

  We would like to extend our sincere apologies for the inconvenience you experienced while attempting to redeem your gift cards for your booking. This is certainly not the experience we aim to provide, and we truly regret any frustration it may have caused.
  We can see that our team has reviewed your account and confirmed that your Gift cards are valid for use. We're glad to see that after clearer instructions on how you can utilize your Gift cards, you were able to book a flight reservation using your Gift cards along with the voucher that was added to your account. You can expect an update regarding your flight booking within the next 48 to 72 hours.
  We genuinely appreciate your patience and understanding as we continue to make improvements to our app and services. Thank you for giving us the opportunity to make this right.

  J. R.

  Date: 05/16/2025

  Subject: Urgent Issue Regarding Gift Card Use on Flights Dear Team,I hope this message finds you well. I am writing to express my frustration and disappointment regarding the recent experience I had with using the $50 gift vouchers on your application for booking flights.After encountering technical issues with the application and speaking to one of your representatives, ******, I was initially assured that I would be able to use both of my $50 gift vouchers to cover the costs of my flights. However, despite multiple attempts and discussions with a supervisor, I was informed that only one voucher could be ********** a result, I had to pay out of pocket for my flights, which was unexpected and not in line with the information provided to me earlier. This situation has caused me great inconvenience and financial strain, as I had planned my booking around the use of the gift cards.I kindly request to be compensated for the additional expenses incurred due to this error on your application. I trust that you will understand my situation and take the necessary steps to rectify this issue promptly.I appreciate your attention to this matter and look forward to a swift resolution.Thank you for your understanding.
  

  Hopper USA, Inc.

  Date: 05/20/2025

  We're truly sorry to hear about your dissatisfaction with our service, and we appreciate you reaching out.
  We see that you've successfully booked your flight reservation under UKBTQT. Upon review, a total of $1,050.00 in Gift Cards and $50.00 in Goodwill Carrot Cash was applied toward the reservation, with an additional $44.94 charged to your credit card.
  We see here that another $50.00 Goodwill voucher was added to your account. We understand you were hoping to apply another $50.00 Goodwill voucher to this booking as well. We understand you were hoping to apply another $50.00 Goodwill voucher to this booking as well. However, please note that only one voucher or promotion can be applied per booking. In your case, because both a Gift Card and Carrot Cash were already used, the additional voucher could not be redeemed. All this information is available on our Get Help, which can be found in the app.
  
  
  As we wish to continue our business with you, we would like to rectify this and add an additional $50.00 worth of Carrot cash to your account. We've removed the voucher that was initially added and reissued it as Carrot cash as well to avoid future issues once you're ready to use them towards your next booking. For more details on voucher and promotion policies, please visit the Get Help section in the Hopper app.
  
  
  We hope this resolves your concern, and we truly appreciate you choosing Hopper.

  J. R.

  Date: 05/22/2025

  I hope this message finds you well. I wanted to express my appreciation for your prompt response regarding the issue I have been facing with using the gift cards. I understand that the matter has come to your attention due to the Better Business Bureau complaint, and I am grateful for your attention to this matter.I would like to clarify that my primary concern is not the accumulation of rewards or vouchers, but rather the refund for the additional expenses I had to incur as a result of the technical difficulties I encountered with your system. Due to the inability to utilize my gift cards for over a week, I was compelled to pay out-of-pocket for the increased airline prices, leading to an unexpected financial burden on my ****** main objective is to have the out-of-pocket expenses reimbursed, as I believe it is only fair given the circumstances. I trust that we can work together to find a satisfactory solution that addresses this issue effectively.Thank you for your attention to this matter, and I look forward to resolving this issue promptly.Sincerely,****
  

  Hopper USA, Inc.

  Date: 05/24/2025

  We understand your disappointment regarding the inconvenience you experienced. While we sympathize with your situation, a refund cannot be authorized at this time due to a subsequent increase in the airline ticket price. Please note that airline fares are dynamic and subject to change until a ticket is issued, a policy outside our control. Our records show that on May 20, 2025, we credited your Hopper wallet with USD100 in Carrot Cash as a one-time goodwill gesture to acknowledge the difficulties you faced. This credit was offered as a sincere effort to compensate for the disruption, despite our inability to provide a monetary refund due to the airline fare adjustment. 

  
  We appreciate your understanding of these standard industry practices and hope the Carrot Cash offers some compensation for the inconvenience.

  
  

  J. R.

  Date: 05/25/2025

  Dear Hopper Customer Support,I hope this email finds you well. I am writing to address a recent issue I encountered while trying to make a purchase using a gift card on your platform.Despite my efforts to use a valid gift card for payment, I was unable to complete the transaction due to technical difficulties on your end. As a result, I had to cover the cost out-of-pocket. Although I appreciate the $100 in Cash Carrot rewards offered as a gesture of goodwill, it does not fully alleviate the inconvenience and financial burden I experienced.I kindly request a refund of the $44 I paid out-of-pocket, as I would prefer to have my money back rather than receiving carrot cash. Your prompt attention to this matter would be greatly appreciated.Thank you for your understanding and assistance in resolving this issue promptly.Sincerely,****
  

  Hopper USA, Inc.

  Date: 05/28/2025

  Sorry for the delayed response. We understand that you prefer a refund than the carrot cash we have issued to the account. As a one time exception we have removed the carrot cash and processed a $44.94 cash refund to your account. Again we sincerely apologize for the inconvenience and hope this resolves the issue. Have a great day!

• Review fromwhitney l

  Date: 05/09/2025

  1 star

  whitney l

  Date: 05/09/2025

  This company refused to give me a refund and kept giving me the runaround about why. After I returned it to the same airport I picked it up from when I didn't need it for a cross country Excursion. I would not recommend them to anyone. Do not be fooled by their deals.
  

  Hopper USA, Inc.

  Date: 05/11/2025

  We have carefully reviewed your concern regarding booking 1578593362COUNT, which our records confirm as a finalized car rental reservation. We acknowledge your request for a partial refund for this booking. However, our current information indicates that this particular reservation is non-refundable according to the terms and conditions. During a previous communication, one of my colleagues advised that to explore the possibility of a refund, we require the name of the specific car rental desk representative who authorized such a refund. Furthermore, we would need supporting documentation from the car rental agency to verify this approval.  As much as we would like to proceed with the refund, we are unable to do so. Please understand that we are bound to our car rental partner policy.

• Review fromKathleen W

  Date: 05/06/2025

  1 star

  Kathleen W

  Date: 05/06/2025

  Less than one star. I will NEVER use Hopper again. What a mistake! I need to make a change for a flight. Called customer service and got someone who barely spoke English. They told me to email. I have done so four times over three weeks with no response. Never again and I will discourage anyone who asks.
  

  Hopper USA, Inc.

  Date: 05/09/2025

  Thank you for bringing this to our attention and we're sorry to hear that your experience with Hopper was less than
  satisfactory.

  We have reviewed your account and we see that you've reached out to our Customer Support about changing a middle name to one of the traveler.

  We would like to investigate and resolve this to the best of our ability. Please feel free to call 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.

• Review fromLisa L

  Date: 05/04/2025

  1 star
  F***ing joke!!!!! they think its ok to do whatever they want with other people's time and money .... do not recommend them for s**t !!!

• Review fromAshish M

  Date: 04/26/2025

  1 star

  Ashish M

  Date: 04/26/2025

  The company uses tactics to make you believe you are receiving a value through booking their site. However, they do not disclose the policies of additional charges from the airlines in a place where a consumer can make an informed decision. In my situation, I booked a trip that had ***************** and *****************. They did not disclose the additional carry-on charges from Frontier. Although, Frontier may be in the right because of their standing policy, this does not excuse Hopper from not disclosing this information upfront. I will not be using Hopper any longer and I will definitely not fly with ***************** a nickel and dime company.
  

  Hopper USA, Inc.

  Date: 04/28/2025

  Thank you for sharing your experience, and we're truly sorry to hear about your dissatisfaction with using our app. Upon reviewing your booking, we see that you selected flights with two different carriers and chose ***************** for your return trip. ******** offers some of the most competitive rates; however, their fares are typically very restrictive and often do not include baggage or seat selection. At most possible, Hopper made every effort to clearly display such important information during the booking process and as for these airlines, a disclaimer is present letting our users know that baggage with ******** will be available at purchase directly on their website. We're sorry if this information somehow led to confusion.
  We appreciate you sharing your feedback, and this will definitely help us as were hard at work making constant improvements to the app.
  

• Review fromJoyce K

  Date: 04/08/2025

  1 star

  Joyce K

  Date: 04/08/2025

  Price freeze is a scam!!!Never had an issue with Hopper until I decided to use the "Price freeze" option for my flight to *********. I paid an extra $158 but didn't realize it doesn't go towards your flight. It's just an additional useless fee that they make you overpay. The terms and conditions are very misleading and many other people also has an issue with this. They should remove this option because it's really pointless.
  

  Hopper USA, Inc.

  Date: 04/10/2025

  Thank you for bringing this to our attention and we're sorry to hear that your experience with Hopper was less than satisfactory. We would like to investigate and resolve this. Please feel free to call 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.
  

• Review fromH. C.

  Date: 04/03/2025

  1 star

  H. C.

  Date: 04/03/2025

  Do not book with this company!!!If they make a mistake with your accomodation booking like they did mine they will not help you!! They will hang up on you mid conversation Nd not call back!! They will leave you stranded in a foreign country to arrange your own refund of the originally wrong booking and to arrange your new accommodation by yourself and more than double the price!!! Then when you try to call them again after your holiday for compensation they will say there is no issue as the original refund has been processed. They will then say as your new booking was not with them they cant help you. Even when they are told you couldnt book with them again as they hung up on you they still refuse to take any responsibility of their mistakes. They will focus in on the fact the the original wrong booking was refunded so to them thats where their responsibility ends. It is an absolutely horrific company who does not care about their customers and leaving them stranded with no accomodation. This is a company that in Feb 2022 was valued at 5 billion dollars. This company is refusing to take responsibility and not wanting to help a customers with a reimbursement of roughly $700 AUD that they had to pay due to the companys mistake!! Apparently its just too much for them and they dont care about anyone else only making themselves and their ceos more money.
  

  Hopper USA, Inc.

  Date: 04/05/2025

  Thank you for bringing this matter to our attention. We're truly sorry to hear that your experience with Hopper did not meet your expectations. I have reviewed your case and confirmed that you have already been in contact with our support team and a refund was already processed on our system. We appreciate your feedback and will use it to improve our services and ensure a better experience for all our customers in the future.
  
  

  H. C.

  Date: 04/07/2025

  As expected. Only focusing on the original refund. Nothing about your employee hanging up on me and leaving me stranded without accommodation. Nothing about compensation for the new accommodation I had to pay for at OVER DOUBLE THE PRICE. An absolutely disgraceful company only worried about making themselves money. Avoid at all costs

  H. C.

  Date: 04/07/2025

  As expected. Only focusing on the original refund. Nothing about your employee hanging up on me and leaving me stranded without accommodation. Nothing about compensation for the new accommodation I had to pay for at OVER DOUBLE THE PRICE. An absolutely disgraceful company only worried about making themselves money. Avoid at all costs
  

  Hopper USA, Inc.

  Date: 04/12/2025

  Please accept our sincerest apologies for the recent inconvenience you experienced with Hopper. We understand your frustration and value your feedback as it helps us improve our services. We recognize that your time and satisfaction are important. As a token of our sincere apologies and as a one-time exception, we have credited a USD ****** voucher to your Hopper wallet. This voucher can be used towards your next booking with us. We hope this gesture will help restore your confidence in our commitment to resolving this issue and regaining your trust in our services.