Hopp - Go Further 4+

Good option.

We used from the airport to downtown and was a very convenient option.

Taxi service - no support

The app is great compared to competitors but they charge you and if something goes wrong your ride is terminated without any indication what has happened.

There is no contact information available in the app or on the web page and no service center. I waited in the chat window for about 15 minutes but they didn't reply and terminated the chat. I called the main office number from the phone registry but the people there can not give you any information on the status of the ride, can not provide a new ride or arrange a refund. They only give you an email address.

They will not identify themselves, not give you any information on which part of the company they belong to and will not forward you to anyone in charge. They will not give you names or phone numbers for anyone in the taxi part of the company. I asked to receive a phone call from someone in charge and was promised this but they never called back.

Hopp is an impressive company that has experienced a phenominal growth in the past years and received awards. The current disruption to the Icelandic taxi market is a very positive developement.

However, you can not launch a taxi service without any support. You see the quality of the service when something goes wrong, and unfortunately there is no service at all in that case at Hopp.

I would not recommend using their taxi service as a result, I will use a service with better customer support in the future.

Developer Response ,

Thank you for this constructive feedback, our taxi service is under constant review and this helps us to make our customer support better

Convenient until its not

Rode somewhere about an hour and a half walk from my room, paused the ride, and when I was ready to go back to my room, the scooter wouldn’t unlock to resume my ride. Customer support was unresponsive and not helpful, and I had to pay 4000 isk to leave it there instead of returning it to where I got it.

EDIT: They emailed me back and asked for my phone number, and after giving it to them they said they would refund my pause and parking fees, which I appreciated. Changing my review from 1 star to 3 stars