--- source_url: "https://www.trustpilot.com/review/www.dohop.com" title: "Dohop Reviews | Read Customer Service Reviews of www.dohop.com" mirrored_at: 2026-08-13T03:01:53.591Z host: www.trustpilot.com cited_in_42a: true mirror_canonical: "https://index.42a.ai/www.trustpilot.com/review/www.dohop.com" --- > **Original source:** https://www.trustpilot.com/review/www.dohop.com * * * [ ## Room to improve ](https://www.trustpilot.com/reviews/6a79bd51e96e7a0b2e4437ac) First try was not successful, when I questioned I received the right answer and the issue was solved. August 10, 2026 Dear Pavel, Thank you for your feedback and for sharing your experience with us. We are sorry that your first attempt was not successful. However, we are pleased to hear that after reaching out to us, you received the correct information and that your issue was resolved. Your feedback highlights an area where we can improve, and we will continue working to make our processes clearer and more reliable from the very beginning. We truly appreciate you taking the time to share your experience and hope to provide an even smoother experience next time. Kind regards, Dohop Support [ ## We do not recommend ](https://www.trustpilot.com/reviews/6a77325a1926dfa490ab3dec) We do not recommend! On 29.6.2026 in Basel our connecting flight with EasyJet was cancelled. We had ConnectSure insurance. The only option at that time was to use the train. The result of the claim for compensation was: contact EasyJet! I don't know what Dohop insures! June 29, 2026 Dear Mr. Cakl, Thank you for sharing your experience with us, and I am sorry for the inconvenience you faced in Basel with your cancelled connecting flight. I understand your frustration, especially as you had ConnectSure and had to continue your journey by train. In your case, our team handled the claim in line with the current coverage: ConnectSure does not cover the cancellation of a separate, later flight; it applies when a valid flight leg in your Dohop itinerary is directly disrupted, and the coverage is then triggered by that affected leg. We do value your feedback and use it to review how we explain our coverage. Kind regards, Dohop Support [ ## Quick response and assistance ](https://www.trustpilot.com/reviews/6a74c8031d51a0a4a0ea4260) The team responded quickly and provided great support throughout the process. Thank you for your help! August 6, 2026 Dear Anna, Thank you for your kind review and feedback. We are very pleased to hear that our team responded quickly and that you felt well supported throughout the process. Providing timely and reliable assistance is very important to us, and it is great to know this matched your experience. Your comments are truly appreciated and help us maintain and improve our service standards. If you ever need further assistance in the future, please do not hesitate to contact us at service@dohop.com. Kind regards, Dohop Support [ ## Very good customer service ](https://www.trustpilot.com/reviews/6a746b4ffbf350052d5e54e7) Bhevz anne And Gerald have been very helpful! August 6, 2026 Unprompted review Dear Roberta, Thank you for your kind review and feedback about our customer service. We are delighted to hear that Bhevz anne, and Gerald were very helpful and that your experience with our team was a positive one. Providing attentive and supportive assistance is very important to us, and it is rewarding to know this came across during your interaction. We truly appreciate you taking the time to share your experience, as feedback like yours helps us maintain and improve our service standards. If you ever need any further assistance in the future, please do not hesitate to contact us at service@dohop.com. Kind regards, Dohop Support [ ## Great communication and support. ](https://www.trustpilot.com/reviews/6a733d239c720ee05d459221) Great communication and support. August 5, 2026 Dear Benoît, Thank you very much for your review and kind words about our communication and support. We are delighted to hear that your experience with our team was a positive one, as providing clear information and helpful assistance is very important to us. Your feedback helps us confirm that we are on the right track and motivates us to keep improving our services. If you ever need any further assistance or have suggestions on how we can make your experience even better, please do not hesitate to contact us at service@dohop.com. Kind regards, Dohop Support [ ## AVOID THEM AT ALL COSTS ](https://www.trustpilot.com/reviews/6a6f3ba23de9ad9b11ee2daf) The airline cancelled my flight and advised me they had issued a refund to Dohop in the first week of May. I had to chase Dohop over and over and over with nothing but misinformation and broken promises. I would NEVER EVER deal with them again! They are not worthy of anyone's business, avoid them like the plague. August 2, 2026 Unprompted review Dear Customer, Thank you for your review. We're sorry to hear that your experience left you feeling this way. While airlines may advise that a refund has been issued, the refund process itself can involve several parties and stages before the funds reach the customer. This can sometimes lead to differing information being provided at different points in the process. While we're pleased that the airline ultimately refunded your booking, we regret that you felt you had to repeatedly follow up and that our communication did not meet your expectations throughout the process. We appreciate your feedback and will take your comments on board as we continue working to improve the customer experience. Kind regards, Dohop Support [ ## Quick and efficient service ](https://www.trustpilot.com/reviews/6a6f31d4c789aad6a79d4fb6) Quick and efficient service. My flight was changed as expected by the insurance Connectsure. Thanks August 2, 2026 Unprompted review Dear Lea, Thank you for your review and kind words about our quick and efficient service. We are pleased to hear that your flight change was handled as expected through the ConnectSure protection and that the process met your expectations. Feedback like yours helps us confirm that our services and partnerships are working smoothly for our customers. If you ever need assistance with a future booking or have any questions about our services, please feel free to contact us at service@dohop.com. Kind regards, Dohop Support [ ## Terrible service and a scam ](https://www.trustpilot.com/reviews/6a6dd4fe3b323c2e98d5112e) Terrible service. It is just Insurance by another title. But very poor insurance with low payout rates (euro100 for a hotel for a missed connection. If the connection is, say, Gatwick, then zero hope of getting a hotel for that amount). Don’t use it and avoid it like the plague. Just get normal travel insurance. It’s a thinly veiled scam which I suspect puts them outside the control of the insurance ombudsman for complaints. All in all pointless. More exclusions than normal travel insurance, lower payouts, less protection and seemingly less regulation. I was conned by the fact it was promoted by EasyJet. Avoid it and don’t waste your money! Ps. I am waiting to see if they can redeem themselves. I have a flight that needs re booking and a hotel. We shall see. August 1, 2026 Unprompted review Dear Customer, Thank you for your review. We're sorry to hear that you feel this way about the service. As your case appears to still be ongoing, we would welcome the opportunity to review any concerns you may have. Please contact us at service@dohop.com and provide your booking details so that we can assess your case in accordance with the terms and conditions applicable to your booking. We believe it is important to evaluate concerns based on the specific facts of each case, and we are happy to do so once we can identify the booking in question. Kind regards, Dohop Support [ ## "The outcome was positive" ](https://www.trustpilot.com/reviews/6a6bc7e25e9379c879461452) "The outcome was positive — my claim was approved and all expenses were fully reimbursed, which I appreciate. My reservation is that, at the critical moment when my flight was delayed and I was about to miss my connection, I could not reach your support in time despite trying by email, WhatsApp and phone, and had to arrange a replacement flight and hotel entirely on my own. The 'extraordinary circumstances' exclusion also created real uncertainty about whether I would be covered at all. I'm glad it was resolved, but the assistance at the crucial moment fell short of what the service promises." July 30, 2026 Dear Customer, Thank you for taking the time to share your experience. We're pleased to hear that your claim was approved and that your eligible expenses were fully reimbursed. At the same time, we're sorry to learn that you had difficulty reaching our support channels during such a stressful travel disruption. We understand how important timely assistance can be when a delay puts an onward journey at risk, and we appreciate your feedback regarding the support experience at that critical moment. While we're glad that your travel issue was ultimately resolved successfully, we recognize that the process itself can be just as important as the outcome. Thank you for highlighting both the positive resolution and the areas where we can do better. Your feedback helps us continue improving the support we provide to travellers when they need us most. Kind regards, Dohop Support [ ## I felt accompanied during the process ](https://www.trustpilot.com/reviews/6a6b74129d024649bc45691b) I felt accompanied during the process. Despite the reimbursement took 30 days exactly, I am happy it was successful. June 28, 2026 Unprompted review Dear Milena, Thank you for sharing your experience with us. We are very pleased to hear that you felt accompanied throughout the process and that your reimbursement was successfully completed, even though it took the full 30 days. Your comments help us understand what we are doing well and where we can further improve the speed and clarity of our handling times. If you have any additional feedback or questions about your case, you are welcome to contact us at service@dohop.com and we will be happy to look into it for you. Kind regards, Dohop Support [ ## excellent customer service ](https://www.trustpilot.com/reviews/6a69fb1488573f496e063164) excellent customer service. Jay Mark found quickly the solution for us as soon as we contacted the customer service. We are extremely satisfied with the service provided by Dohop. July 20, 2026 Dear Mr. AUGAGNEUR, Thank you very much for your feedback and kind words about our customer service team, and in particular about Jay Mark. We are delighted to hear that he was able to quickly find a solution for you as soon as you got in touch, and that you are extremely satisfied with the service provided by Dohop. We truly appreciate you taking the time to share your experience, as it helps us continue to deliver and improve our support. If you ever need assistance in the future, please do not hesitate to contact us at service@dohop.com. Kind regards, Dohop Support [ ## Super good services and very fair… ](https://www.trustpilot.com/reviews/6a689d864c93a5b1bf84b842) Super good services and very fair refunding July 3, 2026 Unprompted review Dear Eric, Thank you for your kind review and positive feedback on our services and refund process. We are very pleased to hear that you found our service “super good” and our refunding “very fair,” as we work hard to make things as clear and straightforward as possible for our customers. If you ever have any questions about a current or future booking, or if there is anything we can assist you with, please feel free to contact us at service@dohop.com. We truly appreciate you taking the time to share your experience, as feedback like yours helps us maintain and improve our service. Kind regards, Dohop Support [ ## Cancelled flight - Connections assistance. ](https://www.trustpilot.com/reviews/6a67c15687f0d30ffbecb6e2) After obtaining the contact number for connections, I was able to get the specific assistance required which the annoying AI Chat could not help with and just kept going around in limited circles of suggestions!!! Perhaps, algorithms for cancelled connections flights could be added to their scripted data for enquiries when needing help for alternative flights. The staff I spoke with was very patient, helpful and was true to their word in making the necessary changes which I was unable to do through ‘manage bookings’. 5/5 for staff and staff who completed the changes requested. July 27, 2026 Dear Tracey, Thank you for taking the time to share your experience with us. We are pleased to hear that our connections team was patient, helpful, and able to complete the changes you needed, and we truly appreciate your kind words about the staff. At the same time, we are sorry that the AI chat felt frustrating and repetitive, especially when dealing with a cancelled flight and alternative connections. Your suggestion about improving the chatbot’s handling of cancelled connection scenarios is extremely valuable, and we will share this with our product team to help refine our systems. If you have any further feedback or need assistance, please contact us at service@dohop.com. Kind regards, Dohop Support [ ## Swift and concise ](https://www.trustpilot.com/reviews/6a65d31387f78fc663b5b1f9) A lot of paperwork required in a certain format. Once this was received my claim was dealt with swiftly and a refund made directly to my card. July 22, 2026 Hi Lynda, Thank you so much for your fantastic review! We’re delighted you had such a great experience with us. If you feel inclined, please do share your experience with friends and family. Looking forward to serving you again! Warm regards, The Dohop Customer Care Team [ ## Very helpful experience with cancelled flight ](https://www.trustpilot.com/reviews/6a639584d0a58d4c799b76bd) Yulia help us get a new flight since ours was cancelled, very quickly and helpful. She was very kind and patient! We are very thankful! July 17, 2026 Hi Sara, Thank you so much for your fantastic review! We’re delighted you had such a great experience with us. If you feel inclined, please do share your experience with friends and family. Looking forward to serving you again! Warm regards, The Dohop Customer Care Team [ ## I had been trying to resolve a flight… ](https://www.trustpilot.com/reviews/6a638dbe629b077e346875cf) I had been trying to resolve a flight issue all day without any success, but the team sorted it out in no time. The service was incredibly efficient, professional, and friendly from start to finish. They were quick to respond, knowledgeable, and made the whole process completely stress-free. Thank you! - Lidia July 24, 2026 Unprompted review Hi Lidia, Thank you so much for your fantastic review! We’re delighted you had such a great experience with us. If you feel inclined, please do share your experience with friends and family. Looking forward to serving you again! Warm regards, The Dohop Customer Care Team [ ## Efficient service ](https://www.trustpilot.com/reviews/6a634114904b6f2bfa315531) June 25, 2026 Unprompted review Hi Andrew, Thank you so much for your fantastic review! We’re delighted you had such a great experience with us. If you feel inclined, please do share your experience with friends and family. Looking forward to serving you again! Warm regards, The Dohop Customer Care Team [ ## Anyone who i spoke to were very… ](https://www.trustpilot.com/reviews/6a61bb860dfc8e2c5d8720d2) Anyone who i spoke to were very pleasant and also helpful throughout the whole process. July 19, 2026 Hi Eamonn, Thank you so much for your fantastic review! We’re delighted you had such a great experience with us. If you feel inclined, please do share your experience with friends and family. Looking forward to serving you again! Warm regards, The Dohop Customer Care Team [ ## Worst experience ever ](https://www.trustpilot.com/reviews/6a60aa26796218482440b649) Worst experience ever, I paid extra amount on my ticket to buy for nothing, their customer service is useless, and it's kinda scam to show you results for dates you are not looking for on sky scanner, I was in a rush and booked for the wrong date, then Pegasus were not cooperating and telling me to contact the agency directly, when I was contacting them they keep telling me to contact Pegasus and it was an infinite loop of wasting my time and money, I paid around $400, while the refund amount was ridiculously reduced by Pegasus to $45 because I booked by an agency, they told me it's up to their coverage limit, they didn't want to compensate me for that, they have very bad rules for flight cancellation compensation it's like a scam, even after the flight was cancelled by Pegasus due to the situation in the Middle East, they didn't cooperate or do anything about the refund, Pegasus sent an official email to contact Dohop for the cancellation process and they keep not cooperating and saying we can't help you and contact Pegasus directly, this is very disappointing, I will never ever book through them or through any agency again! I don't recommend at all! July 22, 2026 Unprompted review Hi Walaa, We’re truly sorry to hear about your experience. We take your feedback seriously and would like to inform you that we have been supporting your ongoing request via email communication and a member of the Dohop Customer Support Team will provide you with a reply via email on how we will assist you further. Kind regards, The Dohop Customer Care Team [ ## Breach of promise (Solved) ](https://www.trustpilot.com/reviews/6a5ddeafbdc9d4e7a2afeab0) My flight was disrupted and rescheduled approximately 34 hours later than originally planned. This delay caused me to miss important work commitments and completely disrupted my travel itinerary. On 16 July at 23:43 EEST, I contacted customer service (31-minute call) to ask about my options. I was informed that I could either receive a full refund or potentially be rebooked. During this call, I specifically asked multiple times whether the entire booking, including the unaffected flight, could be refunded. The representative repeatedly confirmed that a full refund would be possible. On 17 July at 14:09 EEST (3–4-minute call), I called again and requested the full refund. The Dohop representative confirmed that my refund request had been processed and assured me that I would receive a full refund. They explained that refunds are normally processed after the scheduled flight but that they would submit a request to expedite the process, and that I should receive an email within a few days. Based on these repeated assurances from two different representatives, I reasonably relied on the information provided and purchased replacement tickets with another airline so I could arrive on time. However, when I called again on 19 July at 13:20 EEST (14-minute call), I was unexpectedly told that the full refund would not be processed. Instead, I was informed that only the disrupted flight could be refunded by the airline, while the unaffected flight would not be refunded by Dohop, directly contradicting what I had previously been told by two separate representatives. During this call, I was offered either hotel accommodation or possible rebooking. I was informed that I could potentially be rebooked onto a flight that better suited my schedule than the replacement ticket I had purchased. However, this rebooking was ultimately not approved by Dohop's finance department. By this point, I had already purchased new tickets based on the refund assurances I had received. Extending my trip length to almost two days with hotel accommodation was not a reasonable solution, as it would still have caused me to miss important work. My complaint is not only about the disruption itself, but about being given clear and repeated assurances by two representatives that I would receive a full refund. I relied on those assurances when making financial decisions. Reversing that decision after I had acted on the information provided is both unfair and unacceptable. The phone I called through is is +47 966 95 444 and I called the Norwegian support line. Update: Dohop are refunding me the full amount, this time keeping their word as they replied previously. As they did make up for the error I therfore have gone ahead and raised the star rating. Unfortunately a review requrired action to be taken, other than that I have no further remarks. July 19, 2026 Unprompted review Hi Boyan, We’re truly sorry to hear about your experience. We take your feedback seriously and would like to rectify this issue and to process a full refund of both flights in the booking. We will notify you via email to proceed further. Your feedback helps us improve, and we’re committed to ensuring this doesn’t happen again. 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