Q: Where do I find my pick up time for the departure journey?

For private services - your return pick up time is confirmed at the time of booking For shared services - it is essential that you reconfirm the details of your return journey in order to receive your pick up time. If you do not confirm your return journey, hoppa cannot be held responsible for any costs incurred in making new arrangements for the journey. To confirm your return journey please: Via our website <ul> <li>Enter a valid mobile number at the time of booking in order to receive an SMS confirmation 24 hours prior to your pick up time</li> <li>Enter your email address and booking reference in the 'My bookings' section of our website no later than 24 hours before your scheduled flight departure</li> </ul> Use our mobile app By phone <ul> <li>Call the local partner number which you will find on your e-Ticket no later than 24 hours before your scheduled return flight. Please ensure you call within the local office hours stated on your e-Ticket. If the number is only available during weekday opening hours and your journey is on a weekend please call on the Friday</li> </ul> The emergency number on your e-Ticket is available if you are unable to use any of the above. Please note - if you need to change your pick up location or your flight time has changed please call the local office. You can find the number on your e-Ticket or on our mobile app. If you need extra legroom in your return journey vehicle, due to an accident during your trip, please contact our partner using the number on your e-Ti

Question 1

Where do I find my pick up time for the departure journey?

Accepted Answer

For private services - your return pick up time is confirmed at the time of booking

For shared services - it is essential that you reconfirm the details of your return journey in order to receive your pick up time. If you do not confirm your return journey, hoppa cannot be held responsible for any costs incurred in making new arrangements for the journey.

To confirm your return journey please:

Via our website

Enter a valid mobile number at the time of booking in order to receive an SMS confirmation 24 hours prior to your pick up time
Enter your email address and booking reference in the 'My bookings' section of our website no later than 24 hours before your scheduled flight departure

Use our mobile app

By phone

Call the local partner number which you will find on your e-Ticket no later than 24 hours before your scheduled return flight. Please ensure you call within the local office hours stated on your e-Ticket. If the number is only available during weekday opening hours and your journey is on a weekend please call on the Friday

The emergency number on your e-Ticket is available if you are unable to use any of the above.

Please note - if you need to change your pick up location or your flight time has changed please call the local office. You can find the number on your e-Ticket or on our mobile app.

If you need extra legroom in your return journey vehicle, due to an accident during your trip, please contact our partner using the number on your e-Ti

Question 2

How can I cancel my booking and how much will it cost?

Accepted Answer

If you would like to cancel your booking please use the 'My bookings' section of the website.

Cancellation fees only apply if you have booked with us directly. If you have booked with a travel agent please contact them for more information.

Cancellation charges vary by supplier, please refer to the terms and conditions and the specific cancellation policy of the supplier booked at the time of booking.

If you do not use the services for any reason and do not cancel the booking using the website or app, no refunds will be provided.

You cannot cancel your return journey when it is booked as part of a return service after the outbound journey date has passed.

Question 3

I need to be picked up from a different address. How can I book this?

Accepted Answer

If you wish to book a different pick up address to your drop off address you will have to make two separate one way bookings.

Question 4

What happens if my flight is delayed or cancelled?

Accepted Answer

For private vehicle services our partners monitor flight and cruise ship arrival times in case of delays. If possible please contact our partner using the number supplied on your e-Ticket to inform them of any delays. Wherever possible our partners will rearrange your pick up. If your delay exceeds 3 hours you will need to arrange your own transport and claim the cost back from your flight/cruise provider.

If you have booked one of our shared vehicle services you will be able to board the next available shuttle. Please note - this may not be available for several hours, or until the next day, and in areas where shuttle services operate on a limited timetable you may need to arrange your own onward travel.

If your return flight changes during your trip please use the number supplied on your e-Ticket to contact our partner and reconfirm your pickup time.

If there is a delay to your return service we will contact you at the earliest time possible and will operate the service as soon we are able to do so.

Hoppa regret that we cannot be held responsible for any costs incurred due to flight delays or missed travel connections resulting from poor weather conditions, state of roads or any other factors beyond our control.

Question 5

What do I do if I have a complaint?

Accepted Answer

If you are yet to travel on your return service please contact our partner using the details provided on your e-Ticket.

Should steps taken by our partner not resolve your concerns to your satisfaction please use the post trip complaint procedure outlined in our Terms and Conditions.

Where possible, please submit complaints within 14 days of your return date. Please post any complaints at qa@hoppa.com

| Please ensure to give us much information as possible when logging your complaint for example ride id, taxi receipts etc.

Complaints arising from failure to follow our terms and conditions such as not travelling with your e-Ticket, failing to reconfirm your journey and incorrect information supplied at the point of booking will not be considered.

Question 6

How do I pay for my booking?

Accepted Answer

Payment is taken in full at the time of booking. We accept PayPal, VISA Debit/Credit, MasterCard American Express, Maestro and some alternative payment methods depending in the region you are booking from.

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