I had some issue with HOP! in May 2014, where they messed up quite largely, resulting in a delay of 24hrs eventuallly. I did send them a complaint, but they refused or neglected to contact me until now, December 2014. Furthermore, they managed to allocate seas in the economy class, while our company clearly payed for Premium.Try to avoid it, if you have alternatives... )which I don´t have...
I purchased a ticket from Strasbourg to Amsterdam and at that time paid 15И to check a bag. (0 luggage allowance)
Fast forward two months and it is time to check in and their website says I have 0 luggage spaces reserved, so I pay AGAIN for a checked bag.
At that point their system charged me 45И !!! because it was my "second" bag. There was absolutely no way to fix this online and their website only offered a form for contact.
I checked in at Strasbourg and went to the Air France desk to ask about a refund since the website was so misleading. The gate agent said she could do nothing and said my only recourse was to use the website contact form. She indicated that it was a good idea to contact the company as soon as possible.
I wrote to Hop. And waited.
They said they needed further documentation. I sent them the documents.
Now they say that their records indicate that I HAD two checked bags and I am due no refund.