Hopper

Brand Overview: Hopper

Hopper is a global travel technology company and online booking platform. Founded in 2007 by Frederic Lalonde and Joost Ouwerkerk, the brand is owned and operated by Hopper, Inc. The company originally started as a travel discovery site before pivoting into a mobile-first booking platform.

Contact Info

Hopper handles the vast majority of its customer support directly within its mobile app, requiring users to generate a unique Support ID to receive help. Because of this closed ecosystem, a direct public customer support email address is not publicly available. However, customers who have obtained their Support ID from the app can reach the official support team by phone at +1-833-933-4671.

Industry and Operations

Operating primarily in the online travel agency (OTA) sector, Hopper leverages big data, predictive analytics, and artificial intelligence to forecast travel prices and consumer demand. The company is best known for its mobile app, which monitors price fluctuations and advises users on the optimal time to secure their travel plans.

• Flight, hotel, home, and rental car booking services
• Algorithmic price prediction and deal alerts
• Fintech travel protections, including "Price Freeze" and "Cancel for Any Reason" upgrades
• Business-to-business (B2B) travel portals via Hopper Technology Solutions (HTS)

User Sentiment

While millions of travelers use the app, user sentiment reveals a significant pattern of complaints primarily focused on post-booking issues, confusing billing interfaces, and inadequate customer service operations.

• Hidden Fees and Upsells: Many customers complain about unexpected charges, claiming that extra service fees, flexible ticket add-ons, or "tips" are automatically toggled on during checkout.
• Customer Service Accessibility: Users express severe frustration with the app-only chat support, citing reliance on automated bots, long response times during travel emergencies, and difficulty reaching a human representative.
• Refund and Cancellation Disputes: Customers frequently report struggling to get refunds for canceled flights or disrupted plans, noting that Hopper and the travel provider often pass the blame to one another, causing weeks or months of delays.
• Unreliable Booking Confirmations: A recurring complaint involves system errors where users book and pay through the app, only to arrive at the airport or hotel and find no record of their reservation.

Share Your Experience

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