Due to the unprecedented amount of refund requests for flights canceled due to the COVID-19 pandemic, the travel industry has unfortunately seen an increase in refund fraud. Please be aware there are scammers who are trying to exploit the current situation and customers have fallen victim to these fraud attempts. It is important to be extra cautious when sharing any flight confirmation numbers, credit card details or personal information over the phone or through email.
Here are some important things to keep in mind to help keep you safe and protected from these scams:
- All customer service requests must be made directly and securely from your trip in the app.
- All outbound email communication from Hopper's support team will be from an email address using the @hopper.com alias. Please confirm you are corresponding with an @hopper email address before providing any personal information.
- Hopper customer service agents should be able to verify your booking information using the email address or phone number you used to create an account in the app.
- Hopper customer service agents will never ask you for your credit card information to process a cancellation or refund. Whenever refunds are applicable, they are issued to either directly from the airline you booked to fly with or directly from Hopper to the original card on file for the booking. Keep in mind that refund processing times can vary from 3-10 business days, up to as much as 6 weeks, depending on the merchant of record.