We have been in touch with *** to let him know that we're working with the airline in order to have them refund the ticket amounts back to his credit cardWe apologized to *** because when he reached out to us on Jun 29th we should have investigated further into the reason for the cancellation
and we should have reached out the airline back then to have this resolved for himWe are hoping to have this resolved by the end of the week
Good morning, We have attempted to contact *** *** multiple times to resolve this issue and have not yet heard backIndeed, the passenger attempted several bookings with Hopper, for which the charges could not ultimately go through due to a payment decline from the airlineThese
transactions were voided successfully on our side and the passenger was informed that in most cases, any pending funds would be returned to the cardholder within 3-business days at mostHowever, this timeline depends entirely on the bank or credit card company's policiesWe also confirmed with the airline and with our internal accounting team that these transactions were voided and the passenger would be refundedAll parties involved confirmed that yes, everything has been refunded properly; however, the passenger would need to check with her bank or financial institution to take care of any pending charges, as ultimately neither Hopper nor the airline can remove pending charges from the passenger's account ourselves. My colleague called *** *** last week to advise if *** needed any further information from Hopper, such as an authorization code, to remove the pending charges from her accountWe also emailed *** on August to make the same request in order to get this issue cleared up as quickly as possibleUnfortunately we did not receive a call or email back advising if Hopper could be of further help with removing these pending charges, and as such could not offer any further documentation to assistWe would, of course, love to be of assistance by offering an authorization code or even speaking with the bank directly to confirm that these charges should be removed. Please advise *** that we would be, again, willing to assist with these charges if given the opportunityWhile we cannot guarantee that any documentation we provide would be accepted by the bank, Hopper would ultimately like to assist as much as possible, as we understand this is a frustrating experience
Hello ***,I'm sorry to hear about your experience at the airport in *** ***We are not sure why you encountered issues with the *** *** Airlines flight since the schedule change to your itinerary was confirmed on Nov 30th, 2017. We are unable to offer you a full refund for these tickets
because the problems you had at the airport in *** *** were not caused by HopperI invite you te reach out to *** *** and *** *** Airlines Customer Relations teams to share your experience on the December 15th, flights.For *** *** visit: *** and for *** *** Airlines visit: ***You indicated that you were not satisfied with our service in the Customer Experience survey, because of that I have refunded the Hopper fee that you paid on these flights. If you have additional feedback or questions we'll be happy to answer them for you, feel free to reach out by email at [email protected]
Revdex.com: I have reviewed the response submitted by the business and have asked them to help reimburse me for the ticket I brought to get homeI'm not sure what email I'm responding to because I was in contact with a lady name *** *** with HopperI have responded to Ms*** by email. This is in reference to complaint #***Regards, *** ***
Revdex.com:
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 # [redacted]. Please add your rejection comments below.
The refund has still not been processed and or received according to my financial institution who was contacted on 9/12/2016. I need to purchase new airline tickets for this flight, but cannot and will not do so until I am refunded for the current airline tickets. Prices for similar flights are nearly double the amount I paid during the original purchase back in April.
Regards,
[redacted]
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 # [redacted]. Please add your rejection comments below.
I am rejecting Hopper's response as I did provide the booking confirmation code within the 24 hour time frame. I emailed Hopper the attached evidence provided & submitted this proof over & over for the past two months with no resolution.
Regards,
[redacted]
We reached out to the user via email to apologize for the negative experience that she had when contacting our team, the hold times that she experienced on Jun 11th were unacceptable. We explained to her that the ticket was booked with enough connecting time, the minimum connecting time at Fort...
Lauderdale Airport is 60 minutes from an International flight to a Domestic flight with multiple airlines. The required connecting time between flights at any airport is determined by the airlines and the airport authority, they take into account the time it takes to go through customs, drop-off the baggage, change terminals (when required), go through security and board the connecting flight. The fact that airport operations were delayed (sounds like the issue was at Customs) and this caused her to miss her connecting flight is out of Hopper's control. In these situations it falls under the airline to re-protect the passenger(s) on the next available flight. We initially offered the user to reimburse her for the unused portion of her ticket (the flight between Fort. Lauderdale and Tampa) as well as the applicable taxes and the Hopper Booking Fee but she declined the offer, we have offered her additional compensation due to the unacceptable hold times when she called us on Jun 11th, given the urgency of her situation and we're still waiting to hear back from her.
Good morning,We responded directly to this user as well, but I wanted to make sure we respond to this complaint directly!The passenger, [redacted], purchased flights to Cancun with an airline called [redacted] (IATA code **). Unfortunately, the airline ceased operations on its U.S. routes and did not...
inform Hopper that it had done so in a timely way. We had several dozen passengers flying on [redacted]' routes to Cancun whom we needed to contact immediately and offer a full refund via the airline. The airline informed us that they ceased operations on 21 August. We then had to send a list of the passengers we had flying on these routes to [redacted] so they could verify the bookings and issue a waiver for each affected booking. Once the waiver is received, we can then offer each individual passenger a refund. We received [redacted]'s waiver on 26 August and were ultimately able to process the refund for [redacted] by 30 August. In the time in between, [redacted] reached out to us several times, but unfortunately we could give no updates while we waited for [redacted] to process the waiver request on their side. (Obviously it is an upsetting experience and we wish there were something more we could say in the meantime to allay the passenger's well-founded fears!) Luckily, [redacted] has informed Hopper that refunds will take 7 to 10 business days from the time that they are requested in order to be issued, so [redacted] should have received his refund within the past few days or will soon.We do of course hate how long the process took. From the time we were informed, we did promptly send the necessary information to [redacted] for their followup. However, their phone number was no longer operational and emails went repeatedly unanswered. It was a very distressing experience for these affected users, and we did our level best to get the refunds issued quickly. We completely understand how frustrating the experience was overall and hope that in the future we can better inform passengers how long the refund process may take when the airline is not entirely cooperative.
Revdex.com:
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 #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
RE: [redacted] and [redacted]’s complaint regarding their Turkish Airlines flights purchased via Hopper. These flights were purchased on 27 October for a May 2017 departure from Rome to Atlanta via Istanbul.Unfortunately, due to the ongoing security issues and continued instability in...
Istanbul, Ms. [redacted] and Ms. [redacted] -- quite understandably -- did not wish to travel and inquired with Hopper via email about cancelling for a refund.Refund PolicyAs a third-party agency, Hopper is required to follow the fare rules, cancellation policies, and contracts of carriage for the airlines who sell their inventory via the app. Hopper is contractually obligated to collect fees and enforce such fare policies. This policy is stated in the Terms of Service that is available both on the web and in the Hopper app, to wit: “Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the Supplier, which can be found on the Supplier's website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services.”Per Turkish Airlines’ own fare rules, which are available to Hopper users, “Before departure: Ticket is non-refundable in case of cancel/refund.” This is in keeping with Turkish Airlines’ regular economy-class international fare rules, which state “Cancellations and refunds not permitted.”Efforts to Obtain RefundWhile Hopper completely empathizes with the difficulty of these travelers’ situation, we were unable to override Turkish Air’s policies and unable to require the carrier to refund the passenger.At the time of the travelers’ inquiry (and currently), Turkish Airlines was not offering any refunds for tickets for May 2017. While Turkish Airlines has occasionally offered waivers for certain date or time periods so that passengers may cancel Istanbul transit free of charge, this was not offered by Turkish Airlines for these travelers’ specific dates. Although Ms. [redacted] and Ms. [redacted] both cited the U.S. Department of State’s travel warning for U.S. citizens, individual airlines are not required by any federal agency to offer refunds for travel through affected airports.Despite this, Hopper did engage with Turkish Airlines customer support and escalated the request to our direct agency and sales contacts on 8 November and 16 November. Unfortunately in response to both requests, Turkish Airlines denied Hopper a waiver to cancel these flights free of charge.ResolutionUltimately, as our requests to the airline were not accepted, Hopper made the decision to refund both Ms. [redacted] and Ms. [redacted] directly, understanding fully the risk they felt traveling via Istanbul. Because Hopper was not the original merchant of record, we were not able to refund the original transaction to the passenger’s form of payment directly. However, Hopper refunded both passengers via a Paypal transfer in the amount of $818 USD total. This refund was sent and accepted by both passengers on 22 November.At this time, we consider the complaint resolved to the satisfaction of both passengers, and we hope to welcome Ms. [redacted] and Ms. [redacted] to book with Hopper again soon.
Hi there,Hopper needs the customer's booking code to look up and alter a reservation, and unfortunately this was not supplied to us within 24 hours of the booking. All change fees belong to the airline, and are not instituted by Hopper.Best,[redacted]
We have been in touch with *** to let him know that we're working with the airline in order to have them refund the ticket amounts back to his credit cardWe apologized to *** because when he reached out to us on Jun 29th we should have investigated further into the reason for the cancellation
and we should have reached out the airline back then to have this resolved for himWe are hoping to have this resolved by the end of the week
Good morning, We have attempted to contact *** *** multiple times to resolve this issue and have not yet heard backIndeed, the passenger attempted several bookings with Hopper, for which the charges could not ultimately go through due to a payment decline from the airlineThese
transactions were voided successfully on our side and the passenger was informed that in most cases, any pending funds would be returned to the cardholder within 3-business days at mostHowever, this timeline depends entirely on the bank or credit card company's policiesWe also confirmed with the airline and with our internal accounting team that these transactions were voided and the passenger would be refundedAll parties involved confirmed that yes, everything has been refunded properly; however, the passenger would need to check with her bank or financial institution to take care of any pending charges, as ultimately neither Hopper nor the airline can remove pending charges from the passenger's account ourselves. My colleague called *** *** last week to advise if *** needed any further information from Hopper, such as an authorization code, to remove the pending charges from her accountWe also emailed *** on August to make the same request in order to get this issue cleared up as quickly as possibleUnfortunately we did not receive a call or email back advising if Hopper could be of further help with removing these pending charges, and as such could not offer any further documentation to assistWe would, of course, love to be of assistance by offering an authorization code or even speaking with the bank directly to confirm that these charges should be removed. Please advise *** that we would be, again, willing to assist with these charges if given the opportunityWhile we cannot guarantee that any documentation we provide would be accepted by the bank, Hopper would ultimately like to assist as much as possible, as we understand this is a frustrating experience
Hello ***,I'm sorry to hear about your experience at the airport in *** ***We are not sure why you encountered issues with the *** *** Airlines flight since the schedule change to your itinerary was confirmed on Nov 30th, 2017. We are unable to offer you a full refund for these tickets
because the problems you had at the airport in *** *** were not caused by HopperI invite you te reach out to *** *** and *** *** Airlines Customer Relations teams to share your experience on the December 15th, flights.For *** *** visit: *** and for *** *** Airlines visit: ***You indicated that you were not satisfied with our service in the Customer Experience survey, because of that I have refunded the Hopper fee that you paid on these flights. If you have additional feedback or questions we'll be happy to answer them for you, feel free to reach out by email at [email protected]
Revdex.com: I have reviewed the response submitted by the business and have asked them to help reimburse me for the ticket I brought to get homeI'm not sure what email I'm responding to because I was in contact with a lady name *** *** with HopperI have responded to Ms*** by email. This is in reference to complaint #***Regards, *** ***
Revdex.com:
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 # [redacted]. Please add your rejection comments below.
The refund has still not been processed and or received according to my financial institution who was contacted on 9/12/2016. I need to purchase new airline tickets for this flight, but cannot and will not do so until I am refunded for the current airline tickets. Prices for similar flights are nearly double the amount I paid during the original purchase back in April.
Regards,
[redacted]
Revdex.com:
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 # [redacted]. Please add your rejection comments below.
I am rejecting Hopper's response as I did provide the booking confirmation code within the 24 hour time frame. I emailed Hopper the attached evidence provided & submitted this proof over & over for the past two months with no resolution.
Regards,
[redacted]
We reached out to the user via email to apologize for the negative experience that she had when contacting our team, the hold times that she experienced on Jun 11th were unacceptable. We explained to her that the ticket was booked with enough connecting time, the minimum connecting time at Fort...
Lauderdale Airport is 60 minutes from an International flight to a Domestic flight with multiple airlines. The required connecting time between flights at any airport is determined by the airlines and the airport authority, they take into account the time it takes to go through customs, drop-off the baggage, change terminals (when required), go through security and board the connecting flight. The fact that airport operations were delayed (sounds like the issue was at Customs) and this caused her to miss her connecting flight is out of Hopper's control. In these situations it falls under the airline to re-protect the passenger(s) on the next available flight. We initially offered the user to reimburse her for the unused portion of her ticket (the flight between Fort. Lauderdale and Tampa) as well as the applicable taxes and the Hopper Booking Fee but she declined the offer, we have offered her additional compensation due to the unacceptable hold times when she called us on Jun 11th, given the urgency of her situation and we're still waiting to hear back from her.
Good morning,We responded directly to this user as well, but I wanted to make sure we respond to this complaint directly!The passenger, [redacted], purchased flights to Cancun with an airline called [redacted] (IATA code **). Unfortunately, the airline ceased operations on its U.S. routes and did not...
inform Hopper that it had done so in a timely way. We had several dozen passengers flying on [redacted]' routes to Cancun whom we needed to contact immediately and offer a full refund via the airline. The airline informed us that they ceased operations on 21 August. We then had to send a list of the passengers we had flying on these routes to [redacted] so they could verify the bookings and issue a waiver for each affected booking. Once the waiver is received, we can then offer each individual passenger a refund. We received [redacted]'s waiver on 26 August and were ultimately able to process the refund for [redacted] by 30 August. In the time in between, [redacted] reached out to us several times, but unfortunately we could give no updates while we waited for [redacted] to process the waiver request on their side. (Obviously it is an upsetting experience and we wish there were something more we could say in the meantime to allay the passenger's well-founded fears!) Luckily, [redacted] has informed Hopper that refunds will take 7 to 10 business days from the time that they are requested in order to be issued, so [redacted] should have received his refund within the past few days or will soon.We do of course hate how long the process took. From the time we were informed, we did promptly send the necessary information to [redacted] for their followup. However, their phone number was no longer operational and emails went repeatedly unanswered. It was a very distressing experience for these affected users, and we did our level best to get the refunds issued quickly. We completely understand how frustrating the experience was overall and hope that in the future we can better inform passengers how long the refund process may take when the airline is not entirely cooperative.
Revdex.com:
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 #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
RE: [redacted] and [redacted]’s complaint regarding their Turkish Airlines flights purchased via Hopper. These flights were purchased on 27 October for a May 2017 departure from Rome to Atlanta via Istanbul.Unfortunately, due to the ongoing security issues and continued instability in...
Istanbul, Ms. [redacted] and Ms. [redacted] -- quite understandably -- did not wish to travel and inquired with Hopper via email about cancelling for a refund.Refund PolicyAs a third-party agency, Hopper is required to follow the fare rules, cancellation policies, and contracts of carriage for the airlines who sell their inventory via the app. Hopper is contractually obligated to collect fees and enforce such fare policies. This policy is stated in the Terms of Service that is available both on the web and in the Hopper app, to wit: “Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the Supplier, which can be found on the Supplier's website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services.”Per Turkish Airlines’ own fare rules, which are available to Hopper users, “Before departure: Ticket is non-refundable in case of cancel/refund.” This is in keeping with Turkish Airlines’ regular economy-class international fare rules, which state “Cancellations and refunds not permitted.”Efforts to Obtain RefundWhile Hopper completely empathizes with the difficulty of these travelers’ situation, we were unable to override Turkish Air’s policies and unable to require the carrier to refund the passenger.At the time of the travelers’ inquiry (and currently), Turkish Airlines was not offering any refunds for tickets for May 2017. While Turkish Airlines has occasionally offered waivers for certain date or time periods so that passengers may cancel Istanbul transit free of charge, this was not offered by Turkish Airlines for these travelers’ specific dates. Although Ms. [redacted] and Ms. [redacted] both cited the U.S. Department of State’s travel warning for U.S. citizens, individual airlines are not required by any federal agency to offer refunds for travel through affected airports.Despite this, Hopper did engage with Turkish Airlines customer support and escalated the request to our direct agency and sales contacts on 8 November and 16 November. Unfortunately in response to both requests, Turkish Airlines denied Hopper a waiver to cancel these flights free of charge.ResolutionUltimately, as our requests to the airline were not accepted, Hopper made the decision to refund both Ms. [redacted] and Ms. [redacted] directly, understanding fully the risk they felt traveling via Istanbul. Because Hopper was not the original merchant of record, we were not able to refund the original transaction to the passenger’s form of payment directly. However, Hopper refunded both passengers via a Paypal transfer in the amount of $818 USD total. This refund was sent and accepted by both passengers on 22 November.At this time, we consider the complaint resolved to the satisfaction of both passengers, and we hope to welcome Ms. [redacted] and Ms. [redacted] to book with Hopper again soon.
Hi there,Hopper needs the customer's booking code to look up and alter a reservation, and unfortunately this was not supplied to us within 24 hours of the booking. All change fees belong to the airline, and are not instituted by Hopper.Best,[redacted]