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Review by Pei-ying L.10 months ago
If I could give negative stars, I would love to do so. My partner and I been dealing with HOP2 for over 1 month now, and the problem is still NOT SOLVED. Due to COVID-19, we had to make cancellations accordingly and ask for a refund.
On average, it takes about 2 hrs to wait to talk to a customer service agent, which I mean I understand the long wait due to the current situation. But what I cannot stand is that they will promise you all sorts of things such as we will get back to in X days, you can call this DIRECT line to reach me...etc. BTW, ALL LIES. They give you fack emails that is not receivable and a phone number that is not a DIRECT line at all. It rings for 30 mins and then cut you off automatically. The email address turns out to be fake since we used 2 different email account to try to email "the agent," and Gmail kept sending us the "Address Not FOUND" response. Our tickets are canceled and the only thing we need from HOP2 is the refund. They keep coming back with "new departments" that they need to go through to deal with this issue. Trust us, for your mental and physical health, do not ever do business with them.
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Review by Deidra D.1 year ago
Please do not reply to me here that you are taking care of the problem please reply to the Better Business Buereau complaint you are avoiding!
Now From the start of my purchase with Hop2 Travel I had difficulties with communication. I was told that they would be able to offer me a faster, more affordable flight than the flight that I had previously purchased and i unfortunately trusted them. My email address was entered incorrectly and I did not have access to my tickets which took several phone calls to them in order to figure out the issue, only then after a week of trying did I discover the flight was not in fact shorter or more affordable. I then attempted to call and sent nemerous emails in order to request a cancellation or change of the flight that I was mislead about and received no reply. I accepted the fact I had likley been hoaxed and took the flight. Upon my flight I board a 9 hour overseas flight with no personal televisions which I found to be odd for such flight. Of course this may be the problem of Air Canada which was the carrier however I did feel the need to complain to them being as I did not book with them. Fast forward again trying to communicate via phone calls and emails about changing my flight for the sake of my young daughter and myself I was ignored when emailing specific questions about my disatisfation or when calling was told "Sorry call Air Canada if any changes are requested". When speaking to Air Canada I was Told o oh Hop2 could make changes. After 2 hours of phone calls and numberous email attempts I gave up and requested a number of times to speak to a manager in charge. After basically begging I was told the supervisor was busy and would get a call back in 5 minutes or less, of course to no surprise at this point I never received a call back. I am heartbroken my trip was ruined at the end due to time wasted and missed with my military family stationed abroad and feel as if I was hoaxed and mislead by the company on the flight details. I am 100% unhappy with the company and am requesting a refund of my purschse.
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Review by Melissa N.2 years ago
I booked two tickets to Japan. The last name of one passenger was submitted correctly but somehow was not correct of the itinerary. I called Hop 2, Butch stated he would contact the airline. I was told the airline would not allow the name change and would have to purchase a new ticket. The tickets were $1800 a piece. I contacted the airline and was told that hop 2 had not contacted them. I facilitated a three way call in which Butch hung up when confronted by the airline. I continued to work with hop 2 and they strung me along stating they were waiting on the airline. I was told the airline agreed to the name change. I arrive to the airport and United would not allow the passenger on the plane. They spent three hours on the phone with both hop 2 and ANA. Hop 2 would not call ANA and gave United the run around as well. At this point me ticket was "flagged" and I had to rebook. The four agents working with me from United were furious with Hop 2 and told me this should have been an easy fix and that I should contact the BBB. ANA stated that Hop 2 could have easily facilitated the fix and had not been in contact with them. I am out $1800 and my son was not allowed to take the trip to see his brother. The day after I arrived to Japan they emailed me stating the carrier would allow me to purchase a new ticket and they would credit the other ticket. I responded to the email and never heard from them again. I can't make calls from Japan and no longer trust this company. I would not recommend this company, saving a little money is not worth being lied to and scammed out of a lot of money. This is the worst experience I have ever had with customer service and people lying to me. They asked me to send my sons passport info, I hope they do not do anything else to complicate me life!!
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130 W 20th Street Suite 3B