Hopper

User Experience Report

Week of February 14th, 2025

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

Highlights trends and insights

Helps you understand what matters most

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All Insights

TOP INSIGHTS

A weekly roundup of Hopper's key feedback

Customer Service Issues

Many users report poor customer service experiences, including long wait times and unhelpful responses. This is a significant pain point that needs addressing to improve user satisfaction.

Hidden Fees

Many users report poor customer service experiences, including long wait times and unhelpful responses. This is a significant pain point that needs addressing to improve user satisfaction.

Booking Errors

There are numerous complaints about booking errors, such as incorrect dates or unavailable flights, which disrupt travel plans and cause inconvenience.

Price Prediction Reliability

Users express dissatisfaction with the refund and cancellation process, citing delays and difficulties in obtaining refunds, which negatively impacts user experience.

COMPETITORS ANALYSIS

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

#1 USERS CHOICE

Skypicker

Skypicker, also known as Kiwi.com, is noted for its innovative approach to finding flight deals, but users report mixed experiences. While some appreciate the unique itineraries and low prices, others have faced challenges with customer support and booking reliability.

#2 RUNNER UP

Direct Flights

Direct Flights receives mixed feedback, with some users appreciating its straightforward booking process and competitive prices. However, others have experienced issues with customer service and booking errors, leading to a varied user experience.

#3 Straggler

Skyscanner

Skyscanner receives high praise for its ease of use, competitive pricing, and reliable service. Users appreciate its ability to find the best deals and its user-friendly interface, although some have noted issues with recent updates and occasional booking problems.

Nuggets

Major Highlights of the Week

Customer Service Issues

Improve customer service by implementing a more efficient support system with live chat and faster response times to address user concerns promptly.

Hidden Fees

Increase transparency by clearly displaying all potential fees during the booking process to prevent unexpected charges and improve user trust.

Booking Errors

Enhance the booking system to ensure accuracy in reservations and provide a straightforward process for users to correct any errors without additional charges.

Price Prediction Reliability

Refine the price prediction algorithm to provide more accurate and reliable recommendations, helping users make informed booking decisions.

Refund Process

Streamline the refund process to ensure timely and hassle-free refunds, especially in cases of cancellations or booking errors.

Insurance Clarity

Clarify the terms and conditions of insurance options offered, ensuring users understand coverage limits and expiration dates to avoid misunderstandings.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Customer Service Issues

Improve customer service by implementing a more efficient support system with live chat and faster response times to address user concerns promptly.

Hidden Fees

Increase transparency by clearly displaying all potential fees during the booking process to prevent unexpected charges and improve user trust.

Booking Errors

Enhance the booking system to ensure accuracy in reservations and provide a straightforward process for users to correct any errors without additional charges.

Price Prediction Reliability

Refine the price prediction algorithm to provide more accurate and reliable recommendations, helping users make informed booking decisions.

Refund Process

Streamline the refund process to ensure timely and hassle-free refunds, especially in cases of cancellations or booking errors.

Insurance Clarity

Clarify the terms and conditions of insurance options offered, ensuring users understand coverage limits and expiration dates to avoid misunderstandings.

Quotes of the week

Hear from some of the most impactful users to drive changes

I've been using Hopper for about two years now and it's been great. It's had some of the cheapest deals when booking and I've never had any problems in the past when purchasing my airline tickets.

App Store

I was on the phone for 2 hours with an agent who was incompetent and couldn’t help me at all. I wanted to change my flight to a different date and they wasted my time and were trying to overcharge me unnecessary fees to change my flight. Won’t be using this app again.

Google Play

I enjoy checking Hopper to plan my travel dates; a great resource! It's easy to use and always finds the best deals.

Google Play

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The quotes of the week

Hear from some of the most impactful users to drive changes

I've been using Hopper for about two years now and it's been great. It's had some of the cheapest deals when booking and I've never had any problems in the past when purchasing my airline tickets.

Candice Wu

App Store

Kelly Williams

Google Play

I enjoy checking Hopper to plan my travel dates; a great resource! It's easy to use and always finds the best deals.

Koray Okumus

Google Play

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User Experience Report

Hopper

Top Insights This Week

Customer Service Issues

Hidden Fees

Booking Errors

Price Prediction Reliability

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

Start your 14-day free trial

Major Highlights of the Week

Major Highlights of the Week

Hear from some of the most impactful users to drive changes

Start your 14-day free trial today

The quotes of the week

Discover Anecdote’s all-in-one customer experience platform

Search through all your feedback, instantly

Use AI to automate and prioritize your feedback analysis

Send surveys and analyze them with AI

Segment feedback from your company in charts and summaries

Benchmark your company's feedback against your competitors

Stay on top of your feedback with alerts