What do I do if I have a complaint?

If you haven’t yet travelled on your return service, please contact our local partner directly using the details on your e-Ticket — they’ll do their best to resolve things quickly.

If your issue isn’t resolved to your satisfaction, you can follow our post-trip complaint process outlined in our Terms & Conditions.

📅 When to Submit: Please submit any complaints within 14 days of your return date via our complaints portal at https://complaints.hoppa.com/.

🧾 What to Include: Provide as much detail as possible — for example, your ride ID, booking reference, and any receipts or supporting documents.

Please note that complaints resulting from not following our Terms & Conditions — such as not travelling with your e-Ticket, failing to reconfirm your journey, or providing incorrect booking details — unfortunately, won’t be considered.

If you don't want to submit via the portal you can email us on qa@hoppa.com. To note logging complaints via the portal has faster resolution times.

Updated on: 10/02/2026