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 by emailing us on qa@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.

⏱️ Response times: Once your complaint is submitted, investigations typically take up to 14 working days. If you haven’t received a reply after this period, you may follow up through the same channel (portal or email), and the team will review or escalate your case as needed.

For no‑show, safety, vehicle mismatch, or additional‑cost issues, please include any supporting receipts, screenshots, or evidence when emailing qa@hoppa.com, as this helps our team investigate and process refunds where applicable.

Updated on: 15/05/2026