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.

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.

1. Please select a return or one way journey

 

2. Type the name of the location you would like to be picked up from e.g. New York and select from the list of options. Then type the name of the location you would like to be dropped off in e.g. Manhattan and select from the list of options

 

3. Select your date and time of travel. This is an important step as it ensures we know when to pick you up, and when to drop you off

 

4. 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

 

5. If you have a discount code please enter it in the Promo box

 

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

 

7. Click 'Select' next to the vehicle type you would like

 

8. Enter the lead passenger details

 

> Lead name - We only need one name for the whole party

 

> Email Address - We need this information as your booking confirmation and e-Ticket will be sent by email

 

> Mobile Number - This is not mandatory, but will help us to contact you in case of any changes to your journey. You can also register to receive confirmation of your return pickup details by text. Our carefully selected partners will be able to text you regarding your journey, but we will not pass your details onto any other third party

 

9. Enter the name and address of your accommodation. Please note - there may be more than one building with the same name at your destination, so the full address will help avoid confusion. Shuttle bus services will not operate to a non-hotel address

 

10. Enter your flight or boat details. The outbound flight is from your original destination (e.g. Manchester Airport to New York) and the inbound flight is to your original destination (e.g. New York to Manchester Airport)

 

11. Enter a discount code if you have one

 

12. Click the 'Confirm Details' button to continue

 

13. Select the payment method you would like to use and enter your details

 

14. Once your payment has been submitted you will receive a reference number for your booking. Please make a note of this. You will also receive an e-Ticket confirming your booking, and with the instructions for your journey

 

If you would like to amend your hoppa pickup before you travel, please visit www.hoppa.com and go to the My bookings section, which you will find at the top right of the site.

 

 

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

 

> 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.

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.

We guarantee your hoppa journey works - or your money back

It’s only fair that if your hoppa doesn’t work as it should because of something we’ve done, we’ll gladly refund that part of your trip.

And even if things go wrong that we can’t control, like flight cancellations or baggage delays, we’re here to help 24/7 and will always do our very best to get you to your destination.

A hoppa journey that works means:

> A hoppa representative is waiting at the airport when you arrive

>Your vehicle is what you booked and meets our hoppa standards

> You have a safe driving experience

> Your return journey is confirmed and arrives in good time

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.

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 e-Ticket as full confirmation, and 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.

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.

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

 

If you book your journey more than 4 weeks before the check-in date, we offer a low deposit option scheme as little as £1 to secure your booking. You can then either pay the balance at any point between the date of booking or 7 days before you travel. Email notifications of your deposit status will be sent to you and the outstanding balance will be automatically taken 7 days prior to travel. For more information on how deposits work please select here.

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.

Please print two copies of your booking confirmation, one for your outbound journey and one for your return.

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.

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

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.

At the booking stage, one name and the details of one flight are required. We recommend that the details provided are those of the person whose flight lands last, as this will ensure all the other passengers are already waiting for them at the pickup location.

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, please select one way at the top left of the search box

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 children between the ages of 2 and 13 you will need to pay the full price of a seat on a shared shuttle service, as well as our private services.

Children's ages will be classed as their age on your outbound travel date.

Our partners reserve the right to check children’s ages on their passport. If it's found that they are over the age of 13 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 may be required for baby and booster seats, and you will be expected to fit the seat yourself.

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

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.

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.

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.

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.

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.

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 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.

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.

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.

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.

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

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.

Hoppa will do our utmost to cater for any special requirements you may have.

Our shared shuttle services are unsuitable for anyone unable to climb the steps into a minibus or coach. Our drivers are unable to assist anyone onto our vehicles.

Electric wheelchairs and scooters cannot be transported on any of our shared vehicle services. If you have booked a private service please post your query at talktous.hoppa.com prior to booking, so we can ensure the vehicle is suitable.

Hoppa do not charge for transportation of manual foldable wheelchairs, but it is essential you contact us prior to booking so we can ensure the vehicle is suitable.

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.

> The departure airport for a two way journey is where you have requested our partner to pick you up.
> For a one way journey, this is the airport they will drop you off at.

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 child ages

 

> 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 e-Ticket with the correct details.

 

If any payment is required you will be asked to accept the amount, and this will be debited automatically from the card used to make the booking.

 

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.

 

The 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 fees apply as below:

 

> Bookings cancelled 60 days prior to outbound journey date 10% of original booking price

 

> Bookings cancelled 60-15 days prior to outbound journey date 25% of original booking price

 

> Bookings cancelled inside 14 days prior to outbound journey date 100% of original booking price

 

Please note - in the case of ‘No show’ your booking will be non refundable.

 

Your outbound journey date is the first part of a return journey or the date of a one way journey, depending on your booking.

 

You cannot cancel your return journey when it is booked as part of a return service after the outbound journey date has passed. Cancellation credit cannot be moved between bookings.

We are an appointed representative of Citybond Holdings plc, who is an authorised and regulated insurance intermediary, providing a policy on behalf of the insurer who is 'Cigna Europe Insurance Company S.A.-N.V'

Our policies cover non-manual work including bars, restaurants and other non-hazardous work (e.g. office and managerial work).

We will provide you with your policy expiry notification in good time (normally 21 days). This will allow you to purchase a new policy to commence from the expiry date of your existing cover. This must be arranged prior to travel for your cover to continue.

Our Year Round policies allow all named insured persons to be insured when travelling independently of each other.

Our Year Round policies allow all named insured persons to be insured when travelling independently of each other.