Our customer support team have listened to your feedback and used their knowledge to put together a list of answers to your most frequently asked questions. Please use the below categories to find an answer to your question.

1. Type the name of the location you would like to be picked up from e.g. Airport, Port, Hotel name or physical address and select from the dropdown provided. Make sure not to book by Resort/Area be specific.

 

2. Then type the name of the location you would like to be dropped off in e.g. Airport, Port, Hotel name or physical address and select from the dropdown provided. Make sure not to book by Resort/Area be specific.

 

3. Select your date of travel (Journey 1)

 

4. You will now be required to provide a time, and the info here below is very important:

  • ​Shuttle booking will require only a flight time, as shuttle bookings cannot be made on a requested pickup time, and you will be picked up according to the flight time provided by yourself and will depart no later than 45 minutes after arrival at your allocated to vehicle.
  • Private bookings can be made by either proving your flight time or a pickup time, but only select one option.  When selecting to use the flight option, you will be picked up according to the flight time provided by yourself.

 

5. Select your date of travel (Journey 2 – if required)

 

6. You will now be required to provide a time, and the info here below is very important:

  • Shuttle booking will require only a flight time, as shuttle bookings cannot be made on a requested pickup time, and you will be provided a pick-up time by the local ride provider, 24 hours before your departure. You will receive this time by SMS (if you have selected this option), by email if you have booked one of our 3rd party providers (e.g. Mozio), or in the case of non-3rd part bookings, you can/will have to access to your booking via our website, 24 hours before departure. Your voucher will provide the relevant instructions.
  • Private bookings can be made by either proving your flight time or a pickup time, but only select one option.  When selecting to use the flight option, you will be provided a pickup time by our system, at the time of booking.

 

7. Select the number of passengers travelling. Please ensure you also select the number of infants and children in your party from the drop-down lists.

 

8. Click the 'Search' button to see a list of vehicle types available for your journey

 

9. Click 'Book now' next to the vehicle type you would like (If you get an ‘Edit Search’ next to a shuttle service option this means that you have searched by pickup time. All shuttle bookings require flight times only)

 

10. Choose from our range of extras to make the most of your journey.

  • Should your extra item not be displayed as an available option, please make use of thee special request box called ‘Anything else we can help with’.
  • All requests that come through the special request box, will be validated by the local supplier. Vehicle upgrades or extra charges may occur.

Please ensure that you are aware of the local regulations when travelling with children, before removing any available seat options. You may be charged in-resort if you do not meet the local regulations. If no seat options are available, you may be required to bring your own, so ensure you are aware of local regulations even in these cases.

 

11. You will now be required to select between 2 options either ‘sign in’ or ‘continue as a guest’ 

  • Should you have an existing client account with hoppa you will select the ‘sign in’ option
  • Should you not have an existing client account with hoppa, you will select the ‘continue as guest option.

 

12. Complete all the lead passenger details

  • Email Address - We need this information as your booking confirmation and e-Ticket will be sent by email
  • Title
  • Lead name and Surname - We only need one name for the whole party
  • Mobile Number - This is mandatory
  • We require your mobile number to fulfil our service and inform you of your pickup time
  • For promotions please select either email or SMS on our Marketing preferences.
  • Select “continue”

 

13. You will be displayed your location drop-off/pickup details, which you need to confirm are correct, and then select “continue”. If the details are not correct you need to select “edit search”, which will take you back to the search boxes.

 

14. On selecting “continue” above, you will now see the option to be able to “Edit” your details and/or your location drop-off/pickup details. 

 

15. You will now also need to complete your Journey 1, flight/boat/train details (Please provide these details so our pick-up representative can check the status of your flight/boat/train. If you are travelling on a connecting flight/boat/train, we require the final leg of your trip only) e.g.

  • Airport you are flying from
  • Flight number
  • Airline name

 

16. If you have booked a private you will also be displayed a pickup time, either assigned by our system on a search done with flight arrival/departure time, or selected by yourself, if your search was done by pick up time.

  • Please select “confirm this pickup and continue” if this time displays correctly.
  • If the time is not correct, and you are certain that you searched by pickup time only and not also with flight times too, contact us before completing the booking. If you are uncertain of the latter, please start your booking again.
  • If you have booked a shuttle and a pick-up time displays. You have most probably searched incorrectly, and you will need to re-start your booking. If the issue persists, we ask that you contact us before completing the booking process.

 

17. You will now also need to complete your Journey 2, flight/boat/train details (Please provide these details so our pick-up representative can check the status of your flight/boat/train. If you are travelling on a connecting flight/boat/train, we require the final leg of your trip only) e.g.

  • Airport you are flying to
  • Flight number
  • Airline name

 

18. If you have booked a private you will also be displayed a pickup time (and date), either assigned by our system on a search done with flight arrival/departure time, or selected by yourself, if your search was done by pick up time.

  • Please select “confirm this pickup and continue” if this time displays correctly.
  • If the time is not correct, and you are certain that you searched by pickup time only and not also with flight times too, contact us before completing the booking. If you are uncertain of the latter, please start your booking again.
  • If you have booked a shuttle and a pick-up time displays. You have most probably searched incorrectly, and you will need to re-start your booking. If the issue persists, we ask that you contact us before completing the booking process.

 

19. You now need to complete your payment details

  • Your cost breakdown will show the type of transfer you booked, for how many passengers, and any discount codes already applied. Ensure this is what you wanted.
  • If you received a further discount code from us, enter it in the available field and select “apply code”
  • Select your payment amount if any other option other than the “pay full amount option” is available.
  • Select your payment method (PayPal or credit card) and complete the relevant and required fields, and select “pay”

Once your payment has been submitted you will receive a reference number for your booking.

If the location you are looking for is not available to book online, please follow the below link and select “need quote”

https://talktous.hoppa.com/en/support/tickets/new?form_3=true

There is no need to confirm this part of your journey, however, if there is a change to your flight time please contact our partner using the contact details on your e-Ticket.

If you leave property in a hoppa vehicle on arrival, please call the emergency number provided on your e-Ticket.

Any expense incurred in recovering your lost property is entirely your responsibility and contact must be made with the local office of our partner who are responsible for operating your service.

If you have left items behind on your return service, on your return home please email our partner, using the contact details on your e-Ticket.

Hoppa regrets that we cannot be held responsible for items left in our vehicles that cannot be located.

It’s essential that you reconfirm the details of your departure journey for your pick up time. If you don’t reconfirm or inform the supplier of any changes to your travel arrangements, you could miss your departure transfer and possibly any connecting journeys. Hoppa cannot be held responsible for any costs you then incur in making new arrangements.

To confirm your return pickup please:

> 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 site no later than 24 hours before your scheduled flight departure

> Call the local partner number which you will find on your e-Ticket no sooner 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.

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 proceedure outlined in our Terms and Conditions.

Where possible, please submit complaints within 28 days of your return date. Please post any complaints at talktous.hoppa.com.

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.

Please make sure you include:

> Total number of passengers - please make sure you include infants and children in the total number of passengers in your party

 

> Overseas accommodation address - in any resort there may be more than one building with the same name, so please include the full address to avoid confusion

 

> Flight details - if you've booked a private vehicle our partners will monitor your flight where possible, your flight number ensures you are picked up and dropped off at the right time

 

For shared vehicles this will ensure our partner knows when to expect you for your outbound service and your pick up time for the return journey is correct.

If the location you're looking for isn't available to book online, please send your query to talktous.hoppa.com.

There is no need to check if your booking exists with us if you have received an email with your booking reference and confirmation.

In order to book a different number of passengers for both journeys on a shared shuttle service you will have to make separate one way bookings to cover your full route.

If you book a private vehicle just book for the maximum number of people travelling on any one of the journeys.

Once payment has been taken and your booking has been made you will be taken through to a confirmation page, where you will be given the option to print your journey details. We will also email your booking confirmation with details of your journey. If for any reason you are unable to see the confirmation page please check your email and your spam folder. It is your responsibility to take reasonable steps to avoid duplicate bookings by also checking with your bank to see if any payment has been taken.

If you have a booking reference please go to the 'My bookings' section in the top right hand corner of the site, enter your email address and reference and select 'Retrieve e-Ticket'

.

If you do not have a reference number please call 01483804803 or email talktous.hoppa.com so we can help.

 

If you have booked through a travel agent you will need to contact them to obtain your voucher.

Payment is taken in full at the time of booking. We accept PayPal, VISA Debit/Credit, MasterCard American Express and Maestro. 

Payment is taken in full at the time of booking through our website. We have a 3D secure payment system in place, which means when you book you need to submit your card password before the booking is confirmed. If the card is rejected you will need to contact your card issuer. If you are unable to remember your 3D secure password please select the option on the 3D secure password box ‘Forgotten password’ and your bank will give you the option to reset the password. Unfortunately, hoppa is not able to provide assistance concerning your 3D secure password.

We operate our website with an SSL certificate to ensure safe encryption of your details. When you select to book the website becomes secure, you also have to pass standard 3D secure in order for the booking to be confirmed. For your peace of mind we will not store any of your credit card details.

The journey times for private vehicles stated on the hoppa website are estimates based on information provided by our partners. Journey times may vary according to local road conditions, volumes of traffic, local events etc.

 

Journeys in a shared vehicle involve multiple pickups and drop offs, so will usually be longer than the times stated on our website.

 

Please note: for your safety our partners may stop for a comfort break on longer journeys

Where possible our partners operate a door to door service. If access is restricted due to pedestrianised roads, local road closures or any other issues you will be collected/dropped off at the nearest accessible point.

Please report to our partner representative within one hour of your flight landing. You will find detailed instructions on your e-Ticket with directions to the meeting point. If you have trouble locating our representative please call the local emergency telephone number, which you will find on your e-Ticket.

Yes, just make sure you enter a time two hours before you would like to arrive at the airport. Please put a note in the special request box to say you will be not taking a flight but just need to be taken to and/or from the airport.

For private services - your vehicle will leave as soon as you have located your driver;

 

or

 

for shared services - after contacting our partner representative your maximum wait time will be 45 minutes.

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.

If you're travelling with infant(s) you will need to post your query at talktous.hoppa.com where we will request a baby seat for you. This may be chargeable. If our partner is unable to provide a baby seat you will need to provide your own Infants' ages will be classed as their age on your outbound travel date.

 

Our partners reserve the right to double check children’s ages on their passport. If it's found that they are over the age of 2 but received a child’s discount price the price difference will need to be paid directly to our partner.

 

 

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:

 

> 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

 

> 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-Ticket. You may be asked to pay locally for a larger vehicle or extra space.

 

It is your responsibility, where appropriate, to obtain confirmation from a doctor that you are fit to travel.

 

If you need more assistance we recommend you contact your travel insurance provider for help in arrangements to get you home.

Please call our partner using the number on your e-Ticket.

We recommend you bring your own baby or booster seats for children or infants. Our partners will be able to provide them in some areas to meet the required local standards, but may vary in quality.

A supplement will be required for baby and booster seats.

To book a baby or booster seat please post your query at talktous.hoppa.com and we will advise if available.

Please wait a maximum of 20 minutes after the pick up time previously agreed before calling the number on your e-Ticket. It is important that you call this number to ensure our partners can help you.

If your calls to our partner do not resolve the matter it is your responsibility to ensure that you make alternative arrangements for your journey. We cannot accept any liability for costs incurred due to missed flights.

Please ensure that you obtain a receipt for any additional costs incurred should you wish to claim a refund. Please then submit this to our Customer Services department upon your return home for consideration of a refund.

Please be advised that a refund of this amount cannot be guaranteed, however if, upon investigation, the supplier is found to be in error, we will refund your taxi fare in full. Please note that no refund of additional costs can be considered without a receipt.

Our standard luggage allowance is one piece of hand luggage and one standard suitcase per person. These should not exceed: Suitcase 90cm x 75cm, holdall 56cm x 45cm.

Please note:
If you have booked one of our private vehicle options and are bringing a pushchair or foldable wheelchair please ensure your vehicle is large enough e.g. if you are travelling in a party of four people with a pushchair and luggage please ensure you book a vehicle suitable for five people.

Excess Luggage:
If you have booked a shared shuttle service sports equipment, such as ski or golf bags, surf boards or bicycles, are classed as excess luggage and may be chargeable.

If you have booked a private vehicle and our partner is unable to fit excess luggage or large suitcases you may be asked to pay for a second vehicle on arrival.

Unfortunately, our partners are unable to operate a shared shuttle service to a private address. If you wish to use the address of a nearby hotel as a drop off point please note that you do so at your own risk. Alternatively, for a door to door service, please book one of our private vehicle options.

We are unable to provide specific makes and models of vehicles, as these vary depending on our partners.

 

Shared shuttle services will usually use a large coach, but may be a smaller vehicle, such as a minibus.

 

If you have chosen a private service our partner will provide a minibus or taxi, depending on available vehicles.

The price of your journey is from area to area. You will be asked to enter the address of your hotel on the booking details page so our partner knows your exact location. If you are unsure of the area you would like to book, please contact your accommodation supplier.

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.

If you've booked a private vehicle - Please post your query at talktous.hoppa.com and we will check if our partners are able to do this for you. Please note - this may only be possible if the other stop is within the same area/city/resort.

If you've booked a shared service - Please make two bookings for this. If you are arriving on the same flight and being dropped off in the same city/area/resort you are likely to be seated on the same shuttle service.

If you have booked a shared shuttle service your vehicle will leave no later than 45 minutes after you contact our partner representative. All partners will try to keep waiting times to a minimum.

You can book a hoppa service to most known hotels. In cases where there are restrictions or issues with the roads a door to door journey may not be possible, but partners will pick up and drop off at the nearest available location.

Please submit your query at talktous.hoppa.com and we will then contact our partner to check if this is possible. In most cases this will be possible.

Sports equipment such as ski bags, golf bags, surf boards and bicycles are classed as excess luggage and may be chargeable. Please contact talktous.hoppa.com to find out for your specific journey.

Our shared shuttle services are only able to drop off at hotels. If you would like to be dropped off at a private address, bus station or restaurant you will need to book a private service

Our shared shuttle services run in line with the arrival flights, and will only stop at hotels in the area you have selected. There is no timetable available.

This is the number for your flight to the airport where our partner will pick you up.

This is the number for your flight from the airport where our partner will drop you off.

We only require the name of the lead passenger. If this changes please amend your booking in the My bookings section of the website.

If you have not yet travelled and your new accommodation is in the same area/city/resort please amend the name of your accommodation using the ‘Amend/cancel a booking’ tab in the 'My bookings' section of our website. If you are travelling within 48 hours please contact us at talktous.hoppa.com.

If you need to change the name of the accommodation for your return journey and are already on your trip, please telephone our partner using the telephone number located on your e-Ticket to reconfirm the correct pick-up point and time for your departure.

If your new accommodation is located in a different area/city/resort to your original booking, please create a new booking and cancel your original booking using the ‘My bookings’ section of the website. Cancellation fees will be applicable, please see our FAQ section.

If you have not yet travelled please amend your booking details using the ‘My bookings’ section of our website. If you are travelling within 48 hours please contact us at talktous.hoppa.com.

 

If your journey is within 48 hours you can also call us on 01483804803.

 

Calls made to us to make amendments that are not travelling within 48 hours may be charged an admin fee.

 

If you need to amend the flight details for your journey to the airport please call our partner using the details on your e-Ticket.

 

You must inform us of any amendments to flight times and flight numbers.

If you're travelling in over 48 hours and wish to change any information on your booking please go to the 'My bookings' section of our website.

 

If you wish to amend your name or accommodation name within the same area/city/resort this can be done up until 24 hours before the date of travel.

 

The 'My bookings' section of the website allows you to:

 

> Cancel your booking

 

> Add additional passengers

 

> Upgrade your vehicle type

 

> Amend the name of the lead passenger

 

> Change all parts of flight arrival/departure times and dates, flight numbers/airline name and accommodation name and address

 

If you wish to amend the area booked please cancel the booking, and rebook for the correct area.

 

Once you have made any ammendments you will receive a new booking confirmation with the correct details.

 

If any payment is required you will be asked to accept the amount, and given the option of how you would like to pay for these extra charges.

 

If you have rebooked to your outbound journey you will be required to rebook a one way journey on our website, at an additional cost.

You may still be able to use the departure part of your original transfer. Please contact us at talktous.hoppa.com with your new booking reference to check if that is possible.

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.