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Hopper is a third-party website that offers flight deals from over 250 carriers worldwide. While the website offers travel insurance, there are mixed reviews about its usefulness. Some users have complained about issues with customer support, hidden fees, and misleading information about the insurance coverage. Before purchasing flight insurance from Hopper, it is important to understand the terms and conditions of the insurance plan and assess whether the coverage is sufficient for your needs. It is also worth considering other factors, such as the cost of the trip, the risk of losing money due to cancellation or interruption, and whether you have adequate health coverage at your destination.
| Characteristics | Values |
|---|---|
| Basic trip cancellation protection | Covers lost bags, reimbursements if you miss a connection, and a refund if you can't travel because you're sick or hurt |
| Comprehensive travel insurance | Covers everything in basic protection, plus any expenses related to medical or dental emergencies, disaster evacuations, and costs associated with accidental deaths |
| Cost of travel insurance | Depends on the specifics of your trip |
| Credit cards | Some provide certain types of coverage in case your flight is delayed or canceled, your rental car is damaged, or your luggage is lost or delayed |
| Hopper App | Rated "Bad" with 1.6/5 on Trustpilot; includes quotes from third-party websites, and cannot guarantee how those third-party websites will behave with your booking; customers have complained about poor customer service and misleading insurance policies |
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What You'll Learn
Hopper's Trustpilot rating is 1.6/5
Hopper has a rating of 1.6/5 on Trustpilot, with 5,547 people having reviewed the service. Many of the reviews mention issues with refunds, unexpected additional fees, and misleading insurance policies.
Some users have complained that they were unable to obtain refunds for cancelled flights, even when they had purchased Hopper's insurance to cancel anytime for any reason. In some cases, users were informed that they were ineligible for a refund because they were outside their cancellation window, despite having purchased the insurance. Others have reported being charged additional fees upon checking in for their rentals, despite being assured that all taxes and fees were included upon booking.
There are also concerns about Hopper's reliability as a third-party booking agent. Some reviews mention issues with flight bookings, such as unexpected changes to confirmed tickets and seats, as well as a lack of clarity regarding the source of flight deals. Additionally, Hopper has been criticized for not providing information about required travel documents, resulting in missed flights.
While Hopper has responded to some of these reviews, offering apologies and directing users to their customer support team, the overall sentiment of the reviews suggests a pattern of unsatisfactory experiences with the platform.
It is important to note that Trustpilot ratings are based on individual user experiences, which may not reflect the majority of users' experiences with the platform. However, the high number of reviews and the consistent nature of the complaints suggest that Hopper may have significant issues with its services, particularly regarding its insurance policies and customer support.
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Hopper's customer service has been criticised
In response to these criticisms, Hopper has acknowledged the issues and apologised for the negative experiences. They have encouraged customers to contact their customer support team, which is available 24/7, to resolve any problems. However, some customers have expressed dissatisfaction with the level of help received from the support team, describing it as "awful service".
Another concern raised by customers is Hopper's reliability as a third-party ticketing agent. Some users have questioned whether the deals on Hopper are coming directly from airlines, and there are worries about potential problems associated with such purchases. Ryanair and Easyjet, two of Europe's biggest carriers, are not currently sharing their data with Hopper, which has led to further doubts about the app's comprehensiveness.
Additionally, some customers have reported issues with flight changes and cancellations, claiming that Hopper failed to keep them informed about travel document requirements. One user shared their experience of missing two connecting flights due to a ticket cancellation, which Hopper stated was not their responsibility to inform the passenger about. These incidents have raised questions about Hopper's customer support and their ability to proactively assist travellers in a timely manner.
While Hopper has responded to some of these criticisms by apologising and offering to investigate the issues, the company's privacy concerns have limited their ability to directly address specific cases through public platforms. Overall, the negative reviews highlight concerns about Hopper's transparency, customer support responsiveness, and the clarity of their policies and protection plans.
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Hopper's protection plans are narrow
While Hopper's protection plans may offer some benefits, they are narrow in their scope and have been criticised for their limited coverage. For example, a user on Sitejabber mentioned that despite purchasing the premium disruption and trip protection plan, Hopper failed to rebook their flight or reimburse them for the cost of a new flight, citing that it was the customer's fault for not having the required travel documents.
Hopper's protection plans may not cover all potential issues that could arise during travel. For instance, Ryanair and Easyjet do not currently share their data with Hopper, which means that flights with these airlines are not included in the protection plans. Additionally, some regional low-cost carriers are also missing from Hopper's coverage. This limited coverage could be a significant drawback for travellers who are dependent on these specific airlines or carriers.
Furthermore, reviews on Trustpilot and Sitejabber suggest that Hopper's customer support can be challenging to navigate. Some users have expressed frustration with long wait times, difficulty reaching a resolution, and a lack of transparency regarding additional fees. These experiences highlight potential challenges in utilising the protection plans effectively.
While Hopper's protection plans may provide some level of coverage, they may not be comprehensive enough to address all travel-related issues. It is essential to carefully review the terms and conditions of any protection plan to understand the scope of coverage and potential limitations. Travellers should also consider their specific needs and preferences when deciding whether to rely solely on Hopper's protection plans or explore alternative options for more comprehensive coverage.
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Hopper's coverage does not include all carriers
When considering flight insurance, it is essential to assess the range of options available. Hopper's coverage includes over 250 carriers worldwide, but the absence of certain major carriers, such as Ryanair and Easyjet, could be a deal-breaker for some travellers, especially those based in Europe. This exclusion may result in missed opportunities for cheaper flights or specific routes that align with a traveller's plans.
Additionally, the lack of coverage for some regional low-cost carriers can be a disadvantage for those seeking more affordable flight options or those travelling to less-served regions. Regional carriers often provide vital connections to smaller cities or rural areas, and their exclusion from Hopper's coverage could limit travellers' choices and flexibility. This limitation may also affect those who prefer to support local carriers or those who wish to explore lesser-known destinations.
While Hopper has expressed its commitment to expanding its coverage, the current absence of these carriers may deter potential customers who value a comprehensive range of options when planning their travels. It is important for customers to feel confident that their chosen flight insurance provider can offer them a variety of suitable alternatives, and Hopper's limited carrier coverage may not inspire this confidence in all prospective users.
Despite the assurance that Hopper is continually working to improve its coverage, the reality is that some travellers may need to look beyond Hopper to find flight insurance that suits their specific needs, especially if their travel plans involve carriers not currently included in Hopper's network. This limitation underscores the importance of staying informed about the scope of coverage offered by different providers and making informed decisions based on one's unique travel requirements.
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Hopper's flight insurance may be unnecessary
Hopper flight insurance may be unnecessary for several reasons. Firstly, it is important to understand your rights as a passenger. In many cases, if your flight is cancelled or significantly delayed, you are entitled to a full refund or the next available seat on the next flight to your destination, without any additional costs or need for insurance.
Secondly, consider the cost of your trip and whether you are willing to take the risk of losing that money. If you are travelling on a budget airline with a cheap flight, the cost of insurance may not be worth it, especially if you are only risking losing a small amount of money. For example, if you find a last-minute fare for $89, the potential loss is not significant enough to justify the additional cost of insurance.
Thirdly, Hopper has received numerous negative reviews on Trustpilot and Sitejabber, with an average rating of 1.6 out of 5 stars. Some users have complained about unexpected additional fees, difficulties obtaining refunds, and poor customer service. Therefore, it may be wiser to opt for alternative services with better reviews and more transparent pricing.
Finally, some credit cards offer travel protections, such as coverage for delayed or cancelled flights, damaged rental cars, or lost or delayed luggage. Before purchasing additional insurance, it is worth checking whether your credit card provides sufficient coverage for your trip, as this may eliminate the need for separate flight insurance.
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Frequently asked questions
It depends on the cost of your flight, your destination, and whether you have medical coverage at your destination. If you have a U.S.-based health insurance policy and are travelling within the U.S., you probably don't need flight insurance. However, if you are travelling outside the U.S., your insurance from home might not cover you, so it may be worth considering flight insurance.
Basic flight insurance usually covers lost bags, reimbursements if you miss a connection, and a refund if you can't travel because you're sick or hurt. Comprehensive flight insurance covers all that, plus any expenses related to medical or dental emergencies, disaster evacuations, and even costs associated with accidental deaths.
Hopper has received several negative reviews regarding its insurance policies. Many customers have complained about its poor customer service, misleading information, and failure to provide refunds. However, it is important to note that these reviews only represent a small portion of Hopper's customer base, and some users may have had positive experiences.
If you are looking for alternatives, you can consider using a service like FreeBird, which allows passengers to re-book cancelled or significantly delayed domestic flights on any airline starting at $19 per leg. Additionally, some credit cards offer travel protections, such as coverage for delayed or cancelled flights, damaged rental cars, or lost or delayed luggage.
The decision to purchase flight insurance depends on two primary factors: money and medical coverage. If you are worried about losing money due to a cancelled or interrupted trip, lost bags, delayed trips, or medical emergencies, then flight insurance may be worth considering. However, if you are travelling domestically and have adequate medical coverage, you may not need to purchase additional insurance.
