The Amodeos family from Southbridge, Massachusetts planned to spend a week in Hawaii last May.
“We were looking forward to lots of beach time,” said Lee Amodeo. “But the pandemic has arrived and it was pretty obvious that this thing wasn’t going to happen.”
Amodeo says his wife booked the trip through the Hopper travel app.
After Hawaii’s governor announced a 14-day quarantine restriction, he said they received an email from Hopper in April informing them that Hawaiian Airlines had canceled their flights. They requested a refund and Hopper said they are working with the airline and hope to be back in touch within 90 business days.
Amodeo says they never got an update and tried for months to get a refund.
“It would be an email waiting for a reply and an email waiting for a reply and then finally, ‘Don’t call us, we’ll call you,'” he said. “I don’t know if they were just overwhelmed, but we hadn’t heard anything for a long time.”
Amodeo says it was at this point that his wife decided to contact NBC10 Boston Responds.
“She said, ‘You know, I’ll call NBC, I’ll contact Leslie Gaydos and involve her investigation team,” Amodeo recalled.
NBC10 Boston contacted Hopper and heard from them the next day. The company said it was in contact with the Amodeos and offered them a total refund of $ 1,115.60.
In addition to the airfare, the company tells us: “Hopper made a refund for the additional services purchased at the time of booking, including insurance, refundable ticket, missed connection plans and Hopper tip. However, these fees were originally non-refundable as Hopper has refunded the full amount out of courtesy. “
“I barely checked the bank account and the money was in the account,” said Amodeo. “The experience with NBC was absolutely wonderful, I was happy to have it over with, absolutely. I wouldn’t want to go through this again.”
It is advisable to compare prices and read the fine print carefully before booking through a third-party travel website. If you need to change your reservation, the fee can be cheaper if you booked directly with the hotel or the airline. And if the airline cancels your flight, you will likely get a refund faster if you booked directly.
If you have a consumer problem that you need help with, contact us by clicking here or call 1-888-521-NEWS. We are the only local station committed to answering all of your calls and emails.