![]() “We would have had to put out about half a billion dollars,” explains Hopper CEO Frederic Lalonde, describing the situation to TechCrunch. The airlines dictate these policies, which means Hopper can’t just offer to refund everyone - it would have lost too much money to survive, if it did so. It also noted a small number of airlines don’t allow refunds, only travel credit. Hopper says customers can either reach out to the airline directly for a refund for help rebooking or they can ask Hopper to handle it. The pandemic has exacerbated this problem, driving cancelation rates around five times higher than usual, Hopper says.Īnother point of confusion is who should handle these refunds. Some customers, however, will want a refund so they can rebook a different flight or because they’ve chosen to cancel their travel plans entirely. Typically, airlines offer a modified flight when they make a schedule change, and many consumers will take this modification. Since April, it’s seen over 980,000 inbound customer service requests.Ī number of the inquiries are from customers asking for refunds due to COVID-related cancellations. The company says it’s currently receiving over 100,000 inbound support requests per month, as consumers and airlines alike changed and canceled their flights. Hopper, to its credit, openly admitted to TechCrunch it’s been massively struggling with what it referred to as “unprecedented volumes of customer support inquiries since the start of the pandemic began,” or 2.5X its normal rate. #hopper is getting trashed - no customer support? Can’t get refund? #covid #travel ♬ Trouble’s Coming – Royal Blood Hundreds of these are visible when you sort by “Most Recent” reviews on iOS, which is damaging to what had been, before the pandemic, a trusted and respected travel brand. To date, users have left more than 550 one-star reviews on iOS and 302 on Android, per Sensor Tower data. “I have been waiting seven months for a refund.”.“I spent over 3K and 3 months later, still no refund.”.“I booked a flight back in June that I still haven’t been refunded for because the airline will only refund the agent directly.“Can’t say enough bad things about this service…Have to wait 15 days for response.“This company is a fraud! Do not use Hopper! I will be getting a lawyer!”.“I’ve reached out multiple times regarding a flight a credit from April of 2020 and they have yet to provide me with any details or help me with using the credit.”.If you need help your only option is ‘read a post.’ Buyer beware. ![]() Hopper took my money on a flight that was cancelled by the airline and never notified me.” I waited a week and sent another message and I still have not heard anything.
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