Hop2
Reviews and Complaints

Nightmare experience, terrible Exchange Department!

Despite paying almost $2,000 USD for a flight and an additional $150 USD to have it credited as future flight credit, my flight change request has not been addressed despite calling their customer service line repeatedly for the past three weeks and having tried to make the change for the past 15 months.

The agent named Braxton was assigned to me but was incredibly hard to contact, rude, and even hung up on me during one of our conversations, I expect a certain level of professionalism and customer service based on the reviews they have on platforms like Trustpilot. Unfortunately, the experience I had fell far short of these expectations. It was frustrating and time-consuming.

Overall, my experience with Hop2 was horrible, and I dont recommend their services to others.

This is regarding ticket booking. We booked tickets on 21 January.after getting confirmation mail only 1 ticket price was debited and they sent mail regarding card declined. I spoke to bank and they increased my daily transaction amount. After that they told tickets are unavailable.we need to change dates or pay 400$ more. . So we changed dates. It’s been 24 hours still we don’t have any confirmation. Now customer team calls and tell to pay 400$ more for confirmation again. I think it’s a fraud company. Never trust them. It’s better to book on airline website

I had purchased tickets in July 2022and receive a few different flight changes days before our travel in November. We were headed from Albuquerque to Colombo Sri Lanka with three different flights and two layovers. Albuquerque NM American airlines>Chicago American Airlines> Paris Sri lankan airlines>Colombo Sri lanka.

When we arrived in Paris they informed us our flights have been cancelled with no apparent email from hop 2 agency. We had no new itinerary no booking id no reference or information on when or what time our next fight would be. There was no representative at the Sri Lankan ticketing office so we had no idea when I next flight would be. we were told to come back December 2nd, 2 Days Later to talk to a representative who then told us our flight was suspended and we have to call our booking agency in order to get refunded or get our new booking id. Which hop2 was nearly unresponsive until they told us the airlines itself should rebook us. It's been beyond stressful and I'm still hoping that they help us. We are still currently stuck in Paris till Dec 5th, with no help with hotels that we were not expecting to pay for.

We paid over 4,000 USD for all of our initial flights and they still want us to rebook with them with no credit or refund. We're at a loss and need help.

I booked my ticket with this company back in Feb 22. They changed my travel departing date. I only realized it the day I was supposed to fly, their email had still my original flying dates on, not the updated ones Since June 22, I've been in touch with this company countless times whether by phone or email and this still has not being resolved in 4 months. I am still getting played by this so called travel agency. Since then, they reached out to me but they are still not giving me what I want and am entiltled to receive. I need to either be refunded for the full amount of the flight or a full credit value for what I paid. They only propose now one way instead of the return tickets that I paid for... I had to purchase an extra ticket to fly to my destination and pay $2500 for a last minute flight. I've been screwed by this company. DO NOT USE FOR ANY REASON, you will regret it I swear. This is the WORST CUSTOMER SERVICE I EVER GOT FROM A TRAVEL AGENCY since I've been travelling in 20 years now. Please Hop2 Travel if you read this come back to me and pay me back what you owe me as I never got what I paid for... It's now being nearly 4 months...#hop2travel H81B43A

I’ve booked a flight from sfo to Egypt and on hop2. When I received the airline booking reference I tried ti manage my booking in the airline website itself. I was so surprised that one of the connecting flights was missing. When I contacted Hop2, they found out that they have made a mistake and had to change my flight dates. If I haven’t checked my flight on the actual airline, I would have been stuck at the layover airport.

My family and I moved to Cambodia a month or so back. We were living on Maui and booked a flight with HOP2 from Oahu to Ho chi Minh but there was a over night layover in Narita airport japan. Well we were un aware that we could not over night in this airport so in Oahu we were denied boarding. With a hour left before departure we franticly tried to find our best solution. After speaking with the Agent a HOP2 he suggested our best option would be to cancel and book for a different day as we had purchased trip protection for something just like this. We never received a cancellation email in the airport but with a young child and wife getting uneasy it slipped my mind in the moment as well. We followed up a week later at which point we were told everything was fine the cancellation was submitted on our behalf. Another week goes by with no communication and we call an it ring for almost 2 hours before someone answers. they tell us that we never canceled our flight and this is all new to them. We are shocked at this point and ask what should we do now. The supposedly file a request for a cancellation but sill never receive confirmation. Still never hearing back we decided to dispute with our credit card. They have now reached our to our credit card provider saying that we received our merchandise. We are now in the process of taking legal action. I suggest please avoid this company at all cost!

I booked a flight from Montreal to China. HOP2 offered me a route through Manila, Philippines.

Once we got to the gate, we were not allowed to board the plane because HOP2 booked for us two different airline companies going to and leaving Manila.

So we were informed that this was against the law and that they should have never booked this ticket for us. We've tried to contact HOP2's customer service, and they had the guts to tell me that my ticket was nonrefundable.

I will not let this company profit from selling unusable tickets. I will not let them steal from me right in front of my face and do nothing about it.

Flights were fairly cheap but Customer Service was non-existent. I booked tickets to Ireland going through Seattle and our flight was cancelled in Seattle without any notice. When I did reach out to them, they said they had emailed me two days before which was a bald-faced lie. Hop2 said I needed to get my refund from Aer Lingus but Aer Lingus said the money was paid to Hop2, so they needed to refund the money. Now Hop2 won't even answer phone calls or email.

This company is a fraud. Do not book with them or you will regret it 100%. I think they did not even book the second flight as I could never find it on Aer Lingus site. I think they sent me bogus flight information. The only part that was accurate was the flight to and from Seattle. We ended up getting on a flight to Ireland the next day but by then we had lost a day and paid out a lot more money. Hop2 has no honor and will NOT honor their flights. DO NOT BOOK WITH THEM>

This agency offers tickets for a good price, however their customer service is non existent, which in this age of flight cancelations puts this agency on DO NOT USE list. My international flight got bumped in a way that our connection is not working any more and out agent has a mysterious team who is sending an email to the airlines and response may take forever as they have no policy about when to repeat or abandon the request for rebooking so the seat on the flights will be surely gone.

Unfortunately one airline is not able too rebook tickets of the other so I'm stuck now with HOP2 people who don't care about their customers. I asked to speak with the agent superior or manager and the agent refused to connect me. This is the only service company where customers who are your business are not allowed to speak to managers and put the complain in.

Do not use, eventually you will waste a lot of time, money, and nerves. The savings they provide are just not worth it.

Prior to purchase, web site very clearly said tickets on Lufthansa were "Economy Basic." Once purchased Lufthansa web site said they are actually "Economy Lite." Customer Service refused to make this good or issue a 100% refund. I contacted them immediately after the tickets showed up on Lufthansa's web site, but they insist on keeping a $50/ticket proces fee. They are basically refusing to honor the terms if their web site.

This could be simply bad customer service or a simple bait and switch. Either way, they get to keep the "processing fee" while failing to deliver the promised product.

My flight was on July 15, 2022 thru July 21th.

I wanted to cancelled my flight HCF785A. I called them 48 hrs before my flight to cancelled or resheculed or refund or vocher.. I called them everyday but they always saying that someone will contact me within 24hrs but never got anything from them.

Because they never got back with me and i finally got through with them.. They couldn't do anything bc i didn't do anything 24hrs of my flight.. Its their fault i lost my refund or resheculed.. I lost my 1300 dollars..

I don't its my fault.. Its the company fault never contacting me or anything about it before my 24 hours was up..

I booked a flight to Rome from Edmonton for 2. The reservation number is H0AE8D5 and not heard back from this company. I called customer service and was assured that my booking went through and was being processed but I have not seen a thing come through indicating my flight information other than this number. The date of the booking was June 30 2022 and I spoke with four different HOP2 staff members about this booking.

1. It was 3 bucks cheaper but many hidden charges

2. Every inquiry (cancel, refund, itinerary change), has to be done by phone calls and cant be done on the website. Although the website and customer service said "click xxx on the website once you submit that request everything will be executed through phone calls. The phone calls are long and a couple of times they happen at 2:30 am my time

3. I bought "flexible tickets" with $62 fees but it does not mean I can change my flights with no fee. Despite the website saying:

"Flexible tickets (also called 'Flexi flights' and 'open tickets') are named due to their special allowances and perks. For example, when purchasing a flexible ticket option, you automatically get the opportunity to make changes to the booked flight departure date and time without being overcharged by airlines."

and

"How You Can Benefit from This Option

✓ If you wish to rebook a ticket to another departure date or time, you'll only pay the difference for the new fare.

✓ When the price of the new booking is the same or even lower than the previous one, you’ll not have to pay any costs.

✓ There's no need to cover any additional charges, such as airline or processing fees, to make date or time changes.

the customer service told me:

"Dexter:

For making the changes there will be the fees that will be apply, fare difference exchange fee and airline penalty "

4. the agent are never friendly and often not professional. Once I canceled my flight due to family emergency and booked a new one. I got $15 refund offered through their website during the cancellation and later they called and basically rejected their own offer and told me Im not gonna get any refund. I asked why because the website said it will give me $15. The agent said" Ma'am, ma'am its my job to tell you" "I told you I will change you ticket why did you cancel" speaking as if I was a child.

Bought ticket may 24 call may 25 name correction 4 day lat want 590 more to correct name on ticket gave them the 590 said take 2 hours to fix now may 29 still not fixed will have to concel ticket no time get thi pass flight

Hello Everyone this below is an issue with Hop2 that my friend who booked a flight with them in the USA has with them.

She booked a flight from LA to Perth, Western Australia on the 14th February 2020. The flight was cancelled due to Covid. She has spent the last 2 years trying to get a credit back from HOP2.

No one rings her back. No one will return her emails.

This company are total Scammers. The replies that I have had are unbelievable.

They think we are all stupid!

Surely there is a government department in the USA that deals with these types of online scammers?

I live in Australia and am an Australian citizen born and bred. As below I have rung VA 4 days in a row and it only takes HOP2 1 email or a phone call to solve this issue. How hard is that!?

I feel so sorry for all the people that have lost money with this company.

As below I have called Virgin Australia for the last 4 days and still no authorisation from HOP2 to get a credit back. I really hate scammers and feel really sorry for my friend. Can we start a group with our grievances on here?

Hi Jerry

Thanks for your reply.

I have just finished talking to VA for the fourth day in a row.

They still have not received a proper authorisation.

They advised me they had a non formal email which does not help anyone.

I escalated this to senior supervisors who contacted the VA Industry Support section.

While they investigated this issue I was on hold for over an hour.

They advised me that you need to send a proper authorisation to the VA Industry Support.

Or all you have to do is phone the VA Industry Support centre to sort this out. I mean how hard is that!?

As to your last email to me I feel I am banging my head up against a wall here.

This is some of the responses from emails to myself and Denise from you and Hop2--

Hop2 Jerry:

Unfortunately, CC'ing customers into internal communications between entities is forbidden by both parties. It's an internal protocol that cannot be violated.

Fact after calling Virgin: VA advised me to request the copy so I could follow up on your email request to save time? Also they said they have no problem regarding CC’ing emails.

Hop2 Jerry:

Please note we are unable to speed up the process, now it's within the VA's actions to process our request.

Fact after calling Virgin: As I said previously they have NO proper authorisation from you.

Hop2 Jerry:

They have total control of the reservation and it's within their ability to process the refund from their side without any merchant's permission.

From our side, the processing is impossible. The only way to have the ticket refunded is by the airline, hence the submission of the refund request on VA's platform, as advised by the VA agent per se. 

What else is considered an authorization if not our refund request on their platform? Especially considering that our airline communication team had a word with the airline representative.

Fact after calling Virgin: Denise does not want a refund just for you to authorise VA to give her a credit. They do not have total control over the reservation? They have a proper authorisation process which they said you would know about also you would know their VA Industry Support phone number.

So Jerry they do not have a problem with you sending me a copy of the request for a proper authorisation from HOP2 and for you to state that:

“This is the fourth similar case with VA this month, who claims the agency didn't submit any query.”

You are trying to blame VA for this problem? The problem is with your company so please do not treat me as if I am an Idiot ! You know what you have to do ….

This issue could be over within one day. So please try and help Denise.

Regards

Noel Grafton

I have purchased a travel ticket from Hop 2 on the 2nd July 2021, Charges to my credit card was made on the 3rd July 2021, On the 7th Porter Airline emailed me and called me stating that they are not in operation until the 8th Sept and I should contact my travel agency ASAP, I contacted Hop 2 customer service immediately via email and phone and was told that someone will contact me within 24 HRS, I called every day after day till today and Unfortunately, I was provided with the same answer someone will get back to you within the next 24 HRS or will transfer you to change and cancellation department and you can spend hours after which the line drop, and the last advise was call us couple of days before your flight as we are assisting other customers and unless your flight is within the next 24 HRS we cannot help you, and your case is not important, I called JetBlue to check if the second part of the ticket if its confirmed and was told this is an invalid confirmation number and I should contact the travel agency issued me the ticket and they cannot help me. I have all documentation to prove what I am saying.
I do believe that this company committed fraud and should not be allowed to operate as a travel agency. Any advise to what to do next with them

I had me flight on 18th Jun at evening 9 pm for which i had to start at 6 from my home... I tried check-in morning 9 AM and i saw my partial flight was cancelled. I had no information about this flight and HOP2 had not even informed me about it. I Tries calling HOP2 waited for 3 hours and its just passed my message customer representative are busy. now i have less than 3 hours to start from my home and no one even trying to connect with me. I have my marriage plan on the next day and i am stuck with irresponsible behavior and no one understand the urgency of this. Tried HOP2 first time, and worst ever experience ...never going to use it again. i did my covid test..now it looks like money waste, i had further flight seems that i also money waste.. I dropped an email..no response from HOP2. i tried chatting...they mentioned some one will connect with me ..its been 2 hours passed and I have less than 3 hours 2 start from my home...buy look at response..no one concern. so don't use HOP2 ever.

I bought two tickets through your website and the airline cancelled the flight. I was able to use one of the tickets for a different flight. I'm eligible for a full refund for the unused ticket according to the airline, but Hop2 wants to charge me a $75.00 "refund fee". The ticket price was only about $80.00. The amount of your "refund fee" is outrageous. The fact that you even charge any fee when an airline cancels a flight is outrageous. Hiding this fee in the small print on your website, I feel, is deceptive.

The airline cancelled our flight. We were never informed. American Airlines said it was the responsibility of Hop2 to inform us. We needed to get to our destination before a certain date and that was not possible with the re-booking service. They gave us the option of flying 3 days later or getting a refund. We chose a refund. They now say that they can only offer a partial refund, minus a fee of $100 per person. We did not want to cancel our flight and this company didn't do their due diligence to inform us of the cancellation when they were informed by the airline well ahead of time. We went to the airport with a baby and were on the phone scrambling to figure out what to do for 4 hours with no clear answers. This caused a lot of stress. I have never had this problem with any other travel agency. When our flight was cancelled without our consent after booking through Expedia, we promptly got refunded in full. We had to buy a different flight from a different airline in order to make it to our destination on time for a funeral. We expect a full refund. I have tried talking to customer relations but they have stopped answering me.