Hopper

Error every time I tried to book called customer service who helped fix the issue and unlocked my account my however it had automatically booked a hotel inwas looking at taking 57,110 Velocity Points and booking tje wrong dates check out being tje daye I actually land in the country called hopper as soon as seen this and was told it can't be… Read more

changed or cancelled and to speak to hotel I emailed hotel they had not received my booking and told me to speak to hopper as tje can amend tje booking as the hotel did not have it yet spoke to hopper again told they will apply for an exemption yo reimburse my points exemption was denied immediately called they said they would try again I called again for an update advised denied would not aĺlow me to speak to someone more senior or lodge a complaint was then told they will cancel the booking and this may help get the exemption i need to wait 3 days spoke to velocity they said email hopper I emailed the response was they have had no communication frome at all regarding this booking I have sent screenshots of my call log the email they sent me after my numerous calls amd get a response saying this email is not monitored I'm now lost all my points I was travelling to heal from a domestic violence situation police advised me to go away while they deal with my situation i had just enough points now I have none

Absolute scam artists. I’ve booked flights while logged into the app with my currency preference as AUD. I’ve then proceeded to purchase tickets at what looked like a decent price, only to be flogged an additional $2000 AUD because there was no indication anywhere during checkout that the ticket price was being displayed in USD! The help chat… Read more

won’t resolve anything and can’t even provide a further contact, their email bounced back as unmonitored, and their phone lines will not connect for callers outside US. Disgraceful scam company that won’t even allow you to contact them for support.

Horrible people to dael with. Wanted to extend stay one more day. They would only rebook with nearly a complete forfeit of our holiday funds. Couldn’t understand the foreign operators who shuffled me back and forth for4 hours. Show details

I tried booking something similar to flights and accommodation quoted through flight centre agent. Hopper couldn't even come close. Extremely disappointing experience Commbank.

I’ve unfortunately had to add another negative experience with Hopper, similar to many others. We booked our hotel in Phuket, Thailand through Hopper (via CBA), assuming it would be reliable given its association with the Commonwealth Bank.… Read more

However, upon arriving at Duangjitt Resort & Spa, we were informed that our booking had been cancelled.

We then spent nearly two hours in the hotel lobby dealing with Hopper customer service via chat and phone calls. They were unable to resolve the issue on the spot and claimed it was due to an internal system error. With no alternative and needing a place to stay, I was instructed to pay the hotel directly, which I had no choice but to do.

It wasn’t until midday the following day—after I chased them again—that they finally acknowledged the booking and contacted the hotel to confirm it.

This is the last thing anyone wants to deal with during a holiday—spending hours sorting out booking issues, dealing with frustration, and facing unnecessary embarrassment. The Hopper team showed little sense of urgency or care for customer service and overall satisfaction.

Do not pay for the VIP Support. Absolutely useless, they will always stand up for the provider not the customer. Do not use. Show details

Worst ever, refuses to issues refund even though the hotel confirmed they did not charge anything, No clue why commbank went with these scammers, they should be reported to authorities

Easily the worst experience ive ever had with a travel company. We booked with Virgin holidays not knowing it was a booking through these muppets, i assumed i was booking with Virgin on their website . So hopper out of the blue just cancelled our flights and accommodation. 10 phone calls back and forth between hopper and virgin was horrendous.… Read more

Hopper claiming it was a " technical Fault " on virgins behalf, virgin saying no, no technical fault at this end. Contacted accommodation to be told no fault at their end too. So an hour and a half on the phone with virgin with them trying to work it out for me and calling hopper themselves to find out exactly what has happened as hopper were blaming them, nothing could be found, hopper could not tell anyone at virgin what the technical fault actually was. They had just cancelled the whole booking. There level of customer service was beyond poor, i would never entertain booking anything with them again - just remember if you book virgin holidays so flights and accommodation its done by hopper and not virgin. A shout out to Virgin escalated area who sorted the flights for me - now to find some accommodation If i were Virgin i would be ending this business relationship as quick as you can

I do not recommend this service. They were unhelpful in assisting with a straightforward booking change while I was overseas. This resulted in me incurring an additional $1,500 car excess fee, despite having already purchased comprehensive car travel insurance in Australia. I was kept on the phone for several hours late at night, with no… Read more

alternative transport options available. Based on this experience, I would not use or trust this service again.

Disappointed with this online service offered through Commbank. Saved points for years to put towards airline ticket and after 8 attempts to try to book with points and part cash, rejected processing the booking yet each time charged my credit card a pending amount (x 8 times) which took my credit card into a negative and was not able to use it… Read more

until the next 24-48 hours until the pending charges cleared. Contacted customer service and whilst they were empathetic, they offered some solutions - one of which was to book with the airline directly. Hmm, defeats the purpose of using points. Pick up your game and review your practices. Flight centre vouchers were a much better option for Commbank to offer as per previous years. Thumbs down!

I’m disappointed that Commonwealth Bank have moved away from Flight Centre and are affiliated with Hopper. I booked a flight using points and saw a flight later that day for cheaper. I contacted them to activate the price beat guarantee. I had screen shots and evidence of the flights I had found but they would only verify the price that they… Read more

could find and offered me $80 less than I was entitled to. Despite repeated requests I was not passed onto a Manager or supervisor. I eventually recieved an email address. When it became apparent that I was not going to get the full amount I accepted the reduced amount. I then received an email stating that in fact the agent had found a price that was higher than the price I paid and I wasn’t entitled to anything. I attached screenshots of the offer and also pointed out the offer in the email thread. I got an email back saying they would provide credits to my account. Poor customer service, dodgy rules and a lack of transparency. Avoid using this company.

This is a scam business. I am disappointed that the Commonwealth bank of Australia is using this business organization as a service provider. I tried to use my Commonwealth bank reward points (plus cash) to book a rental car using the Commonwealth Bank website. I selected the vehicle and used my rewards points and arrived the section where I had… Read more

to pay the rest amount using my Commonwealth Bank Credit Crad. When I clicked to proceed, I received a message that payment couldn’t be processed, and I need to contact Hopper customer service. I did this (using Chat option) and the customer service agent said she needed to call me to do a security check. She called me and asked some questions (they were not really any questions related to any serious security related questions). After going through this process, she said it could take couple of days to review my booking.

I have the feeling they don’t want me to use reward points but want to pay the full price for the car rental.

I attempted to book a flight with Emirates to Europe through the Commbank Travel app, which partners with Hopper Travel. I only used the app because Commbank requires bookings to be made through it in order to redeem credit card points. I did not complete the booking because the fare option I selected — a higher-priced option that advertised… Read more

complimentary seat selection — did not allow seat selection during the booking process. What followed was an extremely poor customer service experience. Over a two-week period, I sent multiple follow-up emails and made several phone calls to Commbank seeking a resolution. I was repeatedly transferred between departments, often placed on hold for extended periods, and no clear answer or ownership of the issue was provided. When I eventually spoke with a Hopper Travel representative, I was told the issue had been escalated and that further time was needed to investigate. The representative also advised that no emails had been received from me, despite my having sent several. I had to provide screenshots as proof of my correspondence after two weeks of no contact from Hopper. I also requested details on how to lodge a formal complaint and was advised that a manager would contact me within three business days. That timeframe passed with no contact. Due to the lack of resolution and confidence in the service, I ultimately booked my flights directly with Emirates, where the booking process and customer service were clear and reliable. Based on this experience, I would not recommend using the Commbank Travel app while it is partnered with Hopper Travel. The customer support was inadequate, and I would be very concerned about having to rely on this service after completing a high-value booking.

Rating Justification: Booking experience: Fare advertised complimentary seat selection, but seat selection was not available.

Customer service: Multiple emails and calls over two weeks with no resolution or accountability.

Communication: Denial of received emails despite evidence; no follow-up as promised. Issue resolution: No outcome provided; complaint escalation not actioned.

Overall confidence: Low — would not trust this platform for expensive international bookings.

Horrendous! never ever use Hopper. I made a mistake in the booking and immediately tried to contact them to change it. They have an answering machine on saying "technical difficulties" and have never answered for 3 days I have tried. I have tried 3 different phone numbers. Their app says call the airline the airline says the contract with Hopper… Read more

/ SkyLink travel says they can't make adjustments. I have lost $1150 and nobody cares. The AI bot goes in circles and is useless.

Shocking service, hopper would not produce tax invoice after charging my credit card until the stay at hotel was completed. How st^pid is that? I needed the tax invoice for my end of month expenses yet I had to wait two weeks in to next month to complete my stay and even then I had to chase it up through their call centre. AVOID!!!!! Show details

Terrible...!!! Terrible...!! Terrible..! Stay Away. Made a booking in Holiday Inn Express at Kriens in Switzerland and made a mistake in the month. Immediately identified and informed the Hopper support team. All drama started after that. They will show you that they want to help, but rest assured they will do nothing. I myself in the end… Read more

contacted the hotel directly and told them that I am happy to pay any adjustment if the price of that specific dates are higher, I am happy to pay. The hotel requested the booking agent Hopper to provide the current rate and guess what, this guys didn't even do that. As a result hotel didn't make any change and I am stuck booking for the dates when I will not be in Switzerland.

Absolutely Horrible. DO NOT USE. We made a reservation on Friday 1 August to the US, as part of the Qantas sale. Unfortunately, 72 hours later Hopper is yet to make and confirm the reservation with the airline. The booking site said "a few hours" for getting tickets. 24hrs later, the support agent said 24-48hrs, 48hrs after the booking and the… Read more

support agent says 72hrs ... so now 3 days after booking and I am told they will look into it and will contact me in the next 3 days ... and also that the seats would not have been held so may not be available. The sale ends today Monday 4th.

This is not how holiday planning should be ... our other family members have already books (directly and successfully) and our accommodation is booked. So I am so frustrated that this company has failed us.

Update: Without warning, after 3 days waiting, Hopper canceled our reservation. We were lucky the sale was still on, and booked with the airline directly. Do not use this company. It's too risky and unpleasant.

DO NOT USE THIS WEBSITE. I accidentally booked for the wrong month and slected the non-refundable rate. I get it, my mistake. But that's what it was. When asking if i could make a change, the blanket response from the Overseas call centre was 'No, that's our policy'. I'm now $550 out of pocket with no flexibility on how they might be able to honour the change. I know they can, but they wouldn't . DO NOT USE THIS SITE Show details

Booked a hotel with my virgin frequent flyer points, charged my points and my card for the extra. Went to the hotel, they billed me again as they never received the confirmation. Now hotel doesn’t want to give my money back and Hopper has gone MIA Show details

I wish I could give zero stars. Booked long haul flight on full service airline, only to find a few days prior that no luggage was included- Never given option to include- total lack of transparency on price. Contacted call centre- time consuming and unable to resolve. Unnecessary stress and frustration. Avoid! Show details

Zero stars – I would give them 0 if i could! These guys are scams. We ended up paying $800 for luggage because of these idiots! We purchased 2 carry-ons and a check in luggage through their app and when we got at the airport they said that hopper had not sent them the information so we had to pay for our luggage again, both ways. When we called their customer… Read more

service and stayed on the phone with them for 3 hours they only ended up refunding 43$ for 2 carry ons one way with them. They didn’t take any responsibility for any of their mistakes. DO NOT EVER BOOK WITH THEM! Avoid at ALL COSTS!

Do not use. Save money – I would give it 0 stars but oh well. Never through the process did it say it was USD and it was similar pricing to other AUD sites like Skyscanner. I gave it a chance and only found out it was USD when I checked how much came out. Contacting them is absolutely impossible and their AI is stupid. Do not use, it's a scam. Show details

False advertising and terrible customer service – Absolutely terrible customer service. Booked return flights on the website for $488 with the statement "this will be charged in AUD" written beneath it. $730 was taken from my account and the invoice I was emailed stated $488 "this will be charged in USD". No where on the website (absolutely no where!) is it advertised that they charge in USD and… Read more

in fact, before I actually booked, it stated that I would be charged in AUD. After 1.5hrs on the phone with customer service I was essentially blamed for "misunderstanding" the website- apparently a $ sign is exclusive to the USD?!? Absolutely exhausted by the end of the interaction and dissatisfied... was offered a $20 hopper credit ... when I expressed that this was not enough to rectify the false advertisement of price (I wouldnt have booked with them otherwise).. they said that since I didn't accept their gesture, the credit wouldn't be added haha at this stage had no energy to say anything more.. anyway.. absolutely pathetic.

DO NOT USE HOPPER – Absolutely appalling service . Charged extra fees to select our own seats to find all 3 of my children were seated unattended with NO seat selection as paid for. Contacted Hopper 2 times on an international number to have NO help or refund supplied as promised. Staff refused to provide me with email correspondence or names of people I spoke to. Spent over 2 hours on hold on premium international phone charges. DO NOT USE HOPPER Show details

WORSE EXPERIENCE OF MY LIFE AND STRESSFUL – If I could rate lower I would! DO NOT BOOK THROUGH THIS SITE!! Was one of the hardest for customer service, pass the buck took me 3 weeks of calls everyday, and in the end I rang the airline directly and finally got my credit, mind you I did that before aswell, SO NO TO QANTAS AND A DEFINITE NO TO HOPPER, both blaming each others company for the issues I was having! BE WARNED!!! Show details

Worst service-beware – do not book with Hopper, first they will be unclear of what you are actually buying, they will not say baggage is included, you will find this out when you go to update your details for the airline. The airline also offered a cheaper price but you need to know this before you checkin. The airline will charge you $400 per bag each way. Second, your… Read more

confirmation will say "Departing from outside the US, Canada, or Europe to cancel, you have until 11:59PM Mountain Time (UTC-07:00) the same day to void this booking without charge. " This is not true, I tried and they said no it does not apply to us. Third, forget about customer service, they use AI bots to reply to your queries. I have had 15 bots respond the same way without resolving my query. If outside North America you will pay high mobile costs to try to speak to a real person, and you will be put on hold then cut off. If you want to chat online, you will need to pay $70 more to be a VIP. Yet, this is normally free service with most companies. Save yourself the frustration, book elsewhere as you will never get an answer.

Never use – Never use My family of 4 kids, my partner and I booked a 3 week holiday to Italy, France and England. A holiday that could easily total 80k in cost. On arrival it was discovered that the app had made an error of child number 3's last name. The airline was unable to help and stated they needed hopper to fix it. Hopper.com help line offered zero… Read more

assistance. Instead I have been accused of incorrectly putting the details in and we were denied the flight. At 2.50 am. On the way home I noticed they had screwed up the same kids name for the return flight home. No way would I have made that mistake twice.

I am now in my 24th hour of trying to deal with perhaps the most vile despicable humans who offer zero resolutions without more money required. This is by far the worst retail experience I have had or heard of. I have been refunded 3/4 of the departure flight cost which I won't see for 3 to 10 business days. Zero offers to rectify the situation. In fact they are claiming we need to purchase a new ticket for child number 3's return flight quoting policy and still claiming the name mistake was user error.

I find myself depleted of funds to purchase tickets to and from our holiday, out of pocket considerably because a lot of activities were purchased in locations, utterly gutted, devastated, and humiliated at their treatment of us. Flights alone was close to 30k. All because of a typo, I am sure I didn't make.

1 star is not even good enough for them. I am a medically discharged army veteran of over 24 years of service. This trip was paid with some of my super payout to help me believe in life again. The last bit of faith I had in humanity ended at 2.50 am. Pure unadulterated disgust is what I feel for this organisation. Book through airlines themselves it's safer.

Update from the fiasco 09 September 2023. Hopper still refuses to do any better than its original pathetic 3/4 refund from the departing tickets, and have cancelled child number 3's return flight for a 20 EUR fee and stung us for a fare difference on the new ticket. Utterly vile. Short of a full refund and free holiday at a later date, I will be spreading the word far and wide how disgusting their customer service is.

Date of experience: September 07, 2023

Hopper is very bad service donot go for it – Hi hopper cheat people by default shows usd not your starting point currency in flights. They are crap donot use. Their prices are at least 400 $ higher than any direct flight website. Product review donot allow giving 0 rating so i have given 1 .

Avoid at all cost. Scammers – I have the exact same experience as Oliver in the other review. They promised to booked me a flight and told me it’s booked. When I checked directly with the airline, nothing has been rebooked. After I forwarded to them the airline’s response, they just stop emailing me back like they didn’t exist anymore! Lots of similar experiences on their… Read more

twitter account and twitter support pages! Trying to reverse the charge now with my credit card provider and now have to rebook again and the flights have already gone up.

Poor customer service – Booked a flight through Hopper. Then 1 week out got an email to notify of flight change. Informed them that flight would not work, please book me onto the earlier flight. Back and forth emails whilst on holiday thinking they have finally worked it out. Got to the airport to check in and realised the haven't done what they said the would. I've now… Read more

been emailing Hopper back and forth for almost 2 months to try and get my money back.

This company is a joke, everytime I get someone different replying. I can't find a phone number to call anywhere and I have asked multiple times but they keep ignoring my request.