Good morning,We responded directly to this user as well, but I wanted to make sure we respond to this complaint directly!The passenger, ***, purchased flights to Cancun with an airline called [redacted] (IATA code **)Unfortunately, the airline ceased operations on its U.Sroutes and did not inform Hopper that it had done so in a timely wayWe had several dozen passengers flying on [redacted] ' routes to Cancun whom we needed to contact immediately and offer a full refund via the airlineThe airline informed us that they ceased operations on AugustWe 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 bookingOnce the waiver is received, we can then offer each individual passenger a refundWe received ***'s waiver on August and were ultimately able to process the refund for [redacted] by AugustIn 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 to 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 tookFrom the time we were informed, we did promptly send the necessary information to [redacted] for their followupHowever, their phone number was no longer operational and emails went repeatedly unansweredIt was a very distressing experience for these affected users, and we did our level best to get the refunds issued quicklyWe 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
RE: [redacted] and [redacted] ’s complaint regarding their Turkish Airlines flights purchased via HopperThese flights were purchased on October for a May 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 appHopper is contractually obligated to collect fees and enforce such fare policiesThis 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 selectPlease read these additional terms and conditions carefullyIn 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 websiteYou 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 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 datesAlthough Ms [redacted] and Ms [redacted] both cited the U.SDepartment of State’s travel warning for U.Scitizens, 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 November and NovemberUnfortunately 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 IstanbulBecause Hopper was not the original merchant of record, we were not able to refund the original transaction to the passenger’s form of payment directlyHowever, Hopper refunded both passengers via a Paypal transfer in the amount of $USD totalThis refund was sent and accepted by both passengers on 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
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/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 ticketsPrices 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 hour time frameI emailed Hopper the attached evidence provided & submitted this proof over & over for the past two months with no resolution Regards, [redacted]
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 hours of the booking All change fees belong to the airline, and are not instituted by Hopper.Best, [redacted]
Good morning,We responded directly to this user as well, but I wanted to make sure we respond to this complaint directly!The passenger, ***, purchased flights to Cancun with an airline called [redacted] (IATA code **)Unfortunately, the airline ceased operations on its U.Sroutes and did not inform Hopper that it had done so in a timely wayWe had several dozen passengers flying on [redacted] ' routes to Cancun whom we needed to contact immediately and offer a full refund via the airlineThe airline informed us that they ceased operations on AugustWe 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 bookingOnce the waiver is received, we can then offer each individual passenger a refundWe received ***'s waiver on August and were ultimately able to process the refund for [redacted] by AugustIn 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 to 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 tookFrom the time we were informed, we did promptly send the necessary information to [redacted] for their followupHowever, their phone number was no longer operational and emails went repeatedly unansweredIt was a very distressing experience for these affected users, and we did our level best to get the refunds issued quicklyWe 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
RE: [redacted] and [redacted] ’s complaint regarding their Turkish Airlines flights purchased via HopperThese flights were purchased on October for a May 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 appHopper is contractually obligated to collect fees and enforce such fare policiesThis 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 selectPlease read these additional terms and conditions carefullyIn 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 websiteYou 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 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 datesAlthough Ms [redacted] and Ms [redacted] both cited the U.SDepartment of State’s travel warning for U.Scitizens, 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 November and NovemberUnfortunately 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 IstanbulBecause Hopper was not the original merchant of record, we were not able to refund the original transaction to the passenger’s form of payment directlyHowever, Hopper refunded both passengers via a Paypal transfer in the amount of $USD totalThis refund was sent and accepted by both passengers on 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
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/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 ticketsPrices 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 hour time frameI emailed Hopper the attached evidence provided & submitted this proof over & over for the past two months with no resolution Regards, [redacted]
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 hours of the booking All change fees belong to the airline, and are not instituted by Hopper.Best, [redacted]