Customer Reviews (100)

Abhinai Rao • 2025-03-30T13:20:28.619Z

very trusted app

Sierra Shopes • 2025-03-30T10:08:02.151Z

best prices EVERYTIME I book!! ABSOLUTELY RECOMMEND TO PEOPLE WHO TRAVEL IN NEED ROOMS OFTEN OR EVEN EVERY ONCE IN AWHILE TYPE OF USER BEATS EVERY OTHER SITE I PROMISE!!

Kimberly Layne • 2025-03-30T05:21:17.589Z

I have found the cheapest tickets each time I've traveled, rented a car on here when comparing to other sights

Summary of Key Insights

Hopper: Hotels, Flights & Cars enjoys a generally positive sentiment, with a strong emphasis on finding good deals and ease of use. However, a significant minority of users report negative experiences, particularly related to unexpected extra costs, technical issues, and poor customer service. The app's price prediction feature is a double-edged sword, with some users benefiting from it and others feeling misled. The high proportion of 5-star reviews (70%) suggests a core group of loyal users, but the substantial number of 1-star reviews (18%) indicates serious issues that need addressing.

Key Strengths:

  • Good deals and price prediction (when accurate).
  • Ease of use and navigation.
  • Convenient one-stop shop for travel booking.

Key Weaknesses:

  • Unexpected extra costs and misleading pricing.
  • Technical issues and bugs.
  • Poor customer service experiences.
  • Inaccurate price predictions leading to higher costs.

Overall Sentiment: Positive, but with significant concerns.

Quantitative Metrics:

  • Overall Rating: Not directly calculable from the provided data, but skewed positive due to high 5-star review percentage.
  • Score Distribution: 1-star (18%), 2-star (2%), 3-star (1%), 4-star (9%), 5-star (70%)

Data & Methodology Overview

  • Data Sample Size: 100 reviews.
  • Time Frame: Not explicitly stated, but assumed to be recent based on the version number of the app (5.80.0) and the review dates.
  • Analysis Methods: Sentiment analysis (qualitative assessment of positive, negative, and neutral feedback), keyword extraction (identification of frequently mentioned terms and issues), and frequency analysis (quantifying the occurrence of specific themes).

Key User Pain Points

  • Unexpected Costs/Hidden Fees: Multiple users reported encountering additional fees or taxes at checkout that were not initially disclosed, leading to significantly higher prices than expected. This creates distrust and frustration.
  • Technical Issues/Bugs: Several users reported technical problems, including the app crashing, search functionality not working, and inability to watch flights. These issues prevent users from using the app effectively.
  • Poor Customer Service: Some users described negative experiences with customer service, including unhelpful representatives, long wait times, and difficulty resolving issues.
  • Inaccurate Price Predictions: A few users felt misled by the app's price prediction feature, claiming that waiting for a predicted price drop resulted in significantly higher prices.
  • Payment Issues: Some users encountered issues with payment processing, including cards being declined despite sufficient funds.
  • Hotel Quality Concerns: One user found drugs in their room.

Frequently Requested Features

  • Dark Mode: One user specifically requested a dark mode.
  • Improved Explanation of App Usage: One user mentioned the app didn't properly explain how to use it.
  • Price Change Notification for All Flights: A user suggested making the price change notification feature available for all flights, even those without sufficient data points for price prediction.

Strengths and Positive Aspects

  • Good Deals/Affordable Prices: Many users praised the app for finding cheap flights, hotels, and car rentals.
  • Ease of Use: Several users found the app easy to navigate and user-friendly.
  • Convenience: Users appreciated the app as a one-stop shop for booking various travel needs.
  • Price Tracking: The price tracking feature was valued by many users, although some found it inaccurate.
  • User-Friendly Interface: One user pointed out the large icons as being easy to use.
  • Timely Responses: One user reported a quick resolution to an issue.

Prioritized Action Recommendations

High Priority:

  • Address Unexpected Costs/Hidden Fees: Implement transparent pricing practices, ensuring all fees and taxes are clearly disclosed upfront. Provide a detailed breakdown of costs before checkout.
  • Fix Technical Issues/Bugs: Prioritize bug fixes and thorough testing to resolve app crashes, search problems, and other technical glitches. Focus on the "watching flights" feature as it is core to the app's value proposition.
  • Improve Customer Service: Invest in training customer service representatives to provide helpful and efficient support. Reduce wait times and empower representatives to resolve issues effectively. Consider offering multiple support channels (e.g., phone, email, chat).
  • Enhance Price Prediction Accuracy: Refine the price prediction algorithm to improve its accuracy and reliability. Clearly communicate the limitations of the prediction feature and potential risks.

Medium Priority:

  • Improve Payment Processing: Investigate and resolve payment processing issues, ensuring smooth and reliable transactions.
  • Address Hotel Quality Concerns: Implement a system for verifying hotel quality and addressing user complaints about unsafe or unsanitary conditions.
  • Enhance Hotel Location Accuracy: Ensure hotel search results prioritize hotels close to the user's intended location.
  • Improve Explanations for app usage: Provide more detailed tutorials or walkthroughs on how to use the app's features.

Low Priority:

  • Implement Dark Mode: Add a dark mode option for users who prefer it.
  • Price Change Notification for All Flights: Explore the feasibility of expanding the price change notification feature to all flights.

Opportunities for Startup Ideas

  • Transparent Pricing Guarantee: A travel booking app that guarantees fully transparent pricing with no hidden fees or surprise charges.
  • AI-Powered Customer Service: An AI-powered customer service platform specifically designed for travel booking apps, providing instant and personalized support.
  • Real-Time Hotel Quality Verification: A service that provides real-time verification of hotel quality and safety, based on user reviews, inspections, and other data sources.
  • Predictive Pricing Insurance: Offer users insurance against inaccurate price predictions. If the price goes up more than a certain amount, the insurance covers the difference.

Trends and Observations

  • Language: The reviews are primarily in English.
  • Sentiment Shift: No clear trend of sentiment shift is discernible from this limited dataset. However, the volume of negative reviews suggests a potential decline in user satisfaction.
  • Recurring Themes: The most recurring themes are related to pricing discrepancies, technical issues, and customer service problems.

Conclusion

Hopper has a strong foundation with its user-friendly interface and focus on finding good deals. However, the app's reputation is being undermined by issues related to pricing transparency, technical stability, and customer service. Addressing these issues is crucial to maintaining user trust and attracting new customers. Prioritizing the recommendations outlined above will help Hopper improve its user experience and solidify its position in the competitive travel booking market.

Overall Recommendation: Hopper should focus on addressing its weaknesses, particularly regarding pricing transparency and technical stability, to maintain its positive reputation and user base.

Original App Link

https://play.google.com/store/apps/details?id=com.hopper.mountainview.play