"Pan sur les doigts"

La souscription au service Dohop s'est glissée au dernier moment dans mon panier sans que je ne m'en apercoive.
J'ai demandé résiliation et remboursement ( le vol est dans 4 mois) mais le service client m'a répondu que je n'avais qu'à faire attention.

"Please pay attention to the fact that every Customer can see all the added charges during the booking process under the "See price breakdown" section. "

Je reconnais là une grande capacité d'égards vis à vis des clients, habituelle chez Easyjet et ses partenaires.
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PS: Depuis cet avis, Dohop m'a expliqué en message privé que c'est une commission de reservation sur un dossier comportant une correspondance. 50€ de commission sur un dossier de 550€. Et qu'une com de reservation, ca ne se rembourse jamais. :-)

En effet, je constate à postériori en cours de reservation, qu'on passe discrètement du site de resa Easyjet au site flightconnections.easyjet tenu par dohop

Elle est belle, la vie chez easyjet! 50€ pour 550€!! Miam miam!

"Prompt reply and good service as I had…"

Prompt reply and good service as I had messed up my booking were very helpful and helped with my stress

"Received Conflicting Messages from Support"

Edit after reading the reply below:

Here is a timeline of events.

9 August 2024: I book my flight and purchase Dohop's ConnectSure. It says, "If you encounter any disruptions caused by cancellations or delays, please contact our customer support."

13 February 2025: The airline notifies me the second leg of my flight will be delayed. I book a hotel room in order to avoid spending the night in the airport.

18 February: I send Dohop this message: "I purchased ConnectSure for this trip, and [airline] recently notified me that the second leg of my trip was changed. As a result, I had to book a hotel room."

Dohop replies: "We kindly ask you to send us the booking and payment details for the hotel accommodation, we will pass the case to our financial department for review. We also would appreciate it if you could resend us the notification from [airline] about the schedule change."

As requested, I forward them the hotel booking as well as the notification from the airline.

Dohop then replies by telling me how to submit the ConnectSure refund form, which requires providing my bank data.
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Now I understand that my hotel room was not covered by ConnectSure because it was the second leg that was delayed, not the first. But given that, why on earth did the customer service rep request documentation from me and then tell me how to submit a claim? Why waste my time and lead me on? Why on earth didn't she instead explain that ConnectSure doesn't cover delayed second legs?

Also, it's reprehensible to collect a customer's bank data before approving a claim.
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Original review:

When recently purchasing a plane ticket, the airline prompted me to get Dohop's ConnectSure. This is coverage in case your flight is disrupted. It sounded like a good idea, so I spent the extra €€.

Fast forward to my flight. The airline notifies me that the second leg will be leaving much later than originally scheduled. So I purchase a hotel room for that night. The flight keeps getting delayed and ends up leaving a total of eight hours after the original departure time.

I contact Dohop and explain the situation. A customer service rep asks for documentation of my hotel stay. I provide it. She tells me to go ahead and fill out the claim form.

I fill out the claim form, which includes providing all my bank details.

Two weeks later, I receive a response: my claim has been rejected.

"The reason for the denied coverage is that according to our policy, it is the airline's responsibility to provide cover for you and ensure you reach your final destination. Also, in your original booking, the flights were booked with an overnight stay in Amsterdam."

First, if coverage is the airline's responsibility, then why is Dohop selling this policy in the first place?

Second, as far as the "overnight stay" in my original booking, my first flight was scheduled to arrive at 23:50, and my second flight was scheduled to depart at 6:00. Since I have oversized baggage, I knew I wouldn't have my baggage until 1:00 in the morning. And since my second flight was international, I needed to be at the airport by 3:00. Now, is that an overnight stay? Nobody in their right mind would consider 1AM to 3AM to be an overnight stay. But according to Dohop, 1AM to 3AM is an overnight stay.

I never would have scheduled a flight with an overnight stay because a hotel room in Amsterdam is very expensive.

This is the first time I've actually needed Dohop's services. I feel cheated and extremely disappointed.

"Rapide et efficace"

Thank you so much

"Good"

Everything

"EXCELLENT SERVICES"

It is the best service experience that i've ever had! They answered my questions fast and expediently!

"First Dohop Experience"

Kris was incredibly fast at responding to my messages and was super helpful with any questions I had. It felt like they actually care about helping me find an alternative flight rather than just going through the motions. This was my first time ever using Dohop, and having to change my flights through them, and I definitely would recommend to my friends.

"Service téléphonique très pertinent et…"

Service téléphonique très pertinent et rapide. Nous avons été ravi des solutions apportées

"Super service client"

Super service client, réactif, sérieuse, je recommande vivement!

"Got the job done"

Got the job done