Was my request received?
We know you are concerned about your travel plans and we apologize for our delayed response times. If you have previously requested a cancellation via the form or the app, please rest assured that your cancellation is being processed in our queue and may take up to 90 days for processing. Do not worry if your departure date has already passed or is coming up soon. It will not affect your cancellation outcome, as long as you submitted your request before the original departure date. The value of your ticket is safe and you will receive the full amount offered by the airline. Hopper never charges any customer service fees for these transactions. Please only submit the cancellation request once.
Why is it taking so long?
We do know that asking you to wait is not the greatest customer service and we sincerely apologize for the frustrating wait times. Please understand that we are 100% bound by the airline's policies and for every cancellation request we receive, we must follow the airline procedures carefully in order to try and secure a refund or airline credit for our customers. Due to the current situation with COVID-19, the entire travel industry must suddenly process hundreds of thousands of unprecedented cancellations, which is why this is taking much longer than usual on our end.
Due to this extremely high volume of requests that our team is processing, we kindly ask that you do not contact us for an update on your cancellation request, as this will prolong the queues and wait times. As soon as your request has been processed, you will receive an email from Hopper outlining next steps, including any details on applicable refunds or future travel credits. We thank you greatly for your continued patience during this difficult time and we are working 24/7 to tackle your request as promptly as possible.
If you need to submit a cancellation request and have not already done so, please follow the steps outlined here.