Business ProfileforHopper USA, Inc.

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.