![]() I had to call Hoppa and was told I needed to meet a nemed person by a 'change booth' inside the airport. On arrival at the airport there was no-one in the arrivals hall to meet us as promised. The experience was pretty awful and costly. I used Hoppa for a return trip in Tenerife, to and from the airport with my wife and two young children. If you are looking for a stress free start and end to your holiday, I would keep your money in your pocket until you arrive and use local cabs instead. People beware, do not use this company!!!!! They are refusing a refund, so I will have no alternative but to begin court action due to breach of Consumer Rights Act 2015. Their terms and conditions are in direct contradiction to their website FAQ which states 3 hour delay. If you try and book a time to be collected, once you enter flight details it automatically adjusts itself to your flight time arrival, so 45mins to disembark plane, get through passport control and collect luggage and then to negotiate finding your driver. Raised a ticket with complaints and getting quoted their Terms and Conditions, which are completely unreasonable, driver will wait 45 mins, after which they have no obligation to give you a service. Eventually after 15mins of frantic ringing, got through to be told he had no cars, we were delayed and to get a taxi at my expense, 150 euro. Tried to contact supplier, no answer on phone. Arrived in airport and there was no pickup. My reccommendation is to avoid using this company if you want any degree of flexibility in the current travel climate.įlight was delayed due to medical emergency, delayed by 1 HR 40 mins. Overall I won't be using Hoppa again because in the current climate of flight cancellations and delays, having no way to be able to update them as to issues on the day of travelling is a major floor in their model.įurther to that, rather than accept that and apologise they just hide behind the line of "you can't change booking details on the day of collection" - which when out of your control is just stupid! ![]() Our collection transfer was on time and all went well so credit needs to be given there. I can't see what else we could do we made every effort to try and inform the company in advance of the flight cancellation and then delay to the second flight. Numerous interactions with customer service and they're refusing a refund on half of the service. ![]() On presenting at the desk I was told that they had cancelled the transfer after an hour because we didn't show up! Having raised the ticket, the autoresponder says they'll be back to you within 24 hours! On arriving in the destination country, I called the emergency number, again detailed in the correspondance, and was told all will be fine go to the desk and they will have sorted it all out. You call their UK number, go through the options to be told their staff now work from home so can't answer the phones! Instead, they ask you to raise a support ticket online instead. On having one flight cancelled and then the second delayed by 4 hours I followed the methods set out on their correspondance to try and inform them of the changes. Where it all went wrong was the lack of customer support. I was impressed by the booking process and early correspondance. Eventually one needs to go to the refund website, which does not work either. The email received after two working days informs you that they regret what happened and that they refund you in Hoppa credits, whilst I paid an additional EUR 21.60 to get a full refund. A complaint can only be lodged via the website, there are no contact details. I tried to call the UK number many times to lodge a complaint, unfortunately one does not get further than listening to the waiting tape. This resulted in us negotiating with a Taxi driver next to the road to take us to the hotel. The agent responding the emergency number informed us that our booking was cancelled by Hoppa and that they could not do anything about it, also not sending a new driver. Unfortunately no-one was there to pick us up. A day later I received my voucher with the confirmation, pickup time etc. Once clicked you receive an email that the booking was successfully amended, but nothing changed. The link provided in the email takes you to a webpage which only lets you confirm the amendment without showing any information or what the amendment is about. One week before departure I received an email that an amendment was required. One doesn't notice that it is a scam at first! Booking process is very smooth.
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