Verified: March 1, 2026 01:00 pm ET
Industry: Online Travel Agency (OTA)
Jurisdiction: United States
Primary Regulator: Federal Trade Commission (FTC) & State Attorneys General
Important Safety Warning: Beware of fake customer service numbers on Google. Only use official channels. Scammers frequently buy ads to promote fraudulent phone numbers. Hopper staff will never ask for your account password or PIN.
Level 1: Customer Support (Initial Complaint)
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How to complain: Hopper heavily restricts support to their mobile app, pushing users to resolve issues via their automated Help Center or by paying for a “VIP Support” add-on. However, you can bypass the app and call their live agents directly using these active routing numbers:
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General Support (US Bypass): 1-833-933-4671
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International Support: 1-347-695-4555
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Source Verification Note: Hopper Help Center (Hopper obscures direct phone numbers to encourage in-app self-service).
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Availability: Phone support is generally available 24/7.
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Timeline: Hopper aims to resolve customer issues during the initial contact. For complex issues or refunds routed through third-party airlines or hotels, expect a resolution timeframe of 7 to 15 business days.
Level 2: Formal Corporate Escalation (Notice of Dispute)
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Who to contact: (Correction applied: The Seattle address is incorrect). If standard support is unsuccessful, Hopper’s Terms of Service dictate you must send a formal written “Notice of Dispute” to their US corporate entity: Hopper (USA), Inc., Attn: Legal Department, 265 Franklin St., Suite 1702, Boston, MA 02110.
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Source Verification: Hopper Privacy & Legal Entities
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Timeline: Once received, Hopper’s legal and customer relations teams have a mandatory 60-day window to investigate and attempt to resolve the dispute informally before you can proceed to arbitration.
Level 3: Regulatory Authority (Government Ombudsman)
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Authority: Federal Trade Commission (FTC) and your State Attorney General. (Note: As an Online Travel Agency, Hopper is not a direct air carrier, meaning the Department of Transportation (DOT) has limited jurisdiction over them unless the issue strictly involves an airline flight rule violation).
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Portal/Contact: File a consumer complaint online via the FTC at reportfraud.ftc.gov or contact your State Attorney General’s consumer protection office.
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Source Verification: FTC Consumer Protection
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Timeline: You can file a complaint at any time after attempting to resolve the issue with Hopper directly. Regulatory agencies will review your complaint to identify patterns of deceptive practices and may mediate on your behalf.
Level 4: Legal Action (Final Step)
- Pre-Litigation: Before pursuing legal action, carefully review the Hopper Terms of Service. Hopper strictly enforces a Mandatory Binding Arbitration clause and a Class Action Waiver for all U.S. consumer disputes.
- Court/Arbitration: If the 60-day informal resolution period (Level 2) fails, you may file a lawsuit in Small Claims Court for claims below your state’s limit. If the dispute exceeds small claims limits, you are required to initiate Binding Arbitration through the American Arbitration Association (AAA) as mandated by your user agreement.
- Source Verification: Hopper Terms of Service
Community Action: Is Hopper still ignoring your complaint? Reply below (do not share your passwords, full account numbers, or PINs), and our community will point you to the right AAA arbitration templates!