Dohop Customer Service — Expert Guide for Travelers and Partners

Overview: What Dohop Customer Service Covers

Dohop operates primarily as a travel technology provider that enables virtual interlining, search, and booking services for flights and multimodal itineraries. Customer service responsibilities split into two clear streams: end-customer support for ticketed passengers (changes, cancellations, baggage, refunds) and partner/technical support for airlines, OTAs, and white-label clients (API integration, uptime, data issues). Knowing which stream handles your issue is the fastest route to resolution.

Most issues touch three parties: Dohop (the platform/aggregator), the operating airline(s), and payment processors. As a result, response and resolution times vary depending on the issue type: simple account or login problems can be resolved within 24–48 hours, while ticket refunds or interline disruptions may require 7–60 business days because they involve third parties and reconciliation across GDS/airline systems.

Primary Contact Channels and When to Use Them

Use these channels in this order for best outcome: 1) the self-service Help Center or partner portal, 2) email/ticketing for non-urgent items, and 3) designated phone or escalation lines for safety or time-critical disruptions. The company website (https://www.dohop.com) and the partner portal are the canonical entry points — they provide order status, PNR references, and automated diagnostics that speed up human responses.

Practical guidance: when you submit a ticket, always include your booking reference (PNR), passenger last name, booking date, total paid amount and currency, and screenshots of error messages. This single step typically reduces back-and-forth by 50–70% and shortens time-to-resolution by days in complex refund or reissue cases.

Typical Service-Level Expectations

While exact SLAs vary by contract, these are realistic expectations based on platform support norms: initial triage within 4–8 business hours for urgent operational incidents, first substantive reply within 24–48 hours for standard support tickets, and resolution timeframe ranges documented in your contract. For technical partners, critical incidents (P1) usually have a 4-hour response and a rolling incident call until remediation; P2 incidents often have a 24-hour response window.

Refund and reconciliation timelines: refunds that can be processed directly by Dohop often reflect within 7–14 business days to a card, but where airlines need to issue the refund or when multi-carrier reconciliation is required, expect 30–90 calendar days. Chargeback and banking reversals can extend beyond 90 days depending on card issuer policies.

Common Customer Issues and Practical Resolutions

Booking errors: most booking failures are caused by mismatched passenger data, expired credit cards, or seatmap/timeouts. If you receive an “unconfirmed” status, do not assume ticketed — check for an e-ticket number and PNR. If absent, submit a ticket with screenshots and payment receipts; a common workflow is that support will attempt reissue or a refund within 48–72 hours depending on airline availability.

Schedule changes, cancellations, and disruption handling: Dohop’s role can be advisory or operational depending on the ticketing airline. For schedule changes it will typically notify affected passengers via the booking email and then coordinate re-accommodation options. For disruption where you need immediate re-routing, call the airline operating the flight (phone number on the airline’s website) and copy Dohop support into the follow-up ticket to ensure traceability.

Chargebacks, Refunds, and Dispute Management

Chargebacks are often generated when refunds are delayed or communication is insufficient. Before initiating a chargeback, follow these steps: 1) escalate through the Dohop ticketing channel, 2) request a written estimate of refund timeline, and 3) document all communications. Doing this improves the probability of a merchant-side reversal and preserves rights under card network rules (Visa/Mastercard typical chargeback windows are 120–540 days depending on reason code).

When Dohop issues a merchant refund, the amount is issued in the original currency and can be split if multiple carriers were involved; reconciliation statements may show netting and fees, so request a transaction-level breakdown if the refund amount does not match expectations.

Partner & Technical Support: Onboarding, Integration, and SLAs

For partners integrating Dohop APIs, onboarding typically involves a sequence: NDA & contract (1–2 weeks), sandbox access and API keys (immediate upon contract), integration & testing (2–8 weeks), and production go-live with monitoring and 30–90 days of hypercare. In practice, small integrations can finish in 2–4 weeks; medium-complexity marketplaces often require 6–12 weeks including fraud and payment flow validation.

Key technical items to verify during integration: rate limits (requests per second), error codes and retries, currency and tax handling, and PNR synchronization. Ask for a published OpenAPI/REST spec and a sandbox dataset with at least 10 representative itineraries, and insist on a dedicated technical account manager for the production cutover.

• Pre-contact checklist (use before opening a ticket): booking reference, passenger surname, payment receipt (masked PAN last 4 digits), booking date/time and currency, screenshots of the issue, travel dates and affected flight numbers, any previous ticket numbers. Including all items reduces median resolution time by up to 60%.
• Escalation path (if initial support is not resolving): 1) reopen ticket with “Escalation Requested,” 2) request SLA timestamp and target resolution date, 3) ask for escalation to an account manager or operations lead, 4) if unresolved in contracted timeframe, reference contract clause and request credit or formal dispute channel. Keep all timestamps and message copies.

Practical Tips for Travelers and Agents

Always keep a copy of the e-ticket PDF and the full itinerary in text form. For multi-carrier itineraries enabled by virtual interlining, carry printed boarding passes where possible and confirm minimum connection times — Dohop can help with recommended minimum connection advice but cannot guarantee airline ground handling across unrelated carriers.

Agents: track reconciliation weekly. Reconcile settled transactions against monthly statements and the Dohop settlement reports (request CSV or XLSX). Block discrepancies into two buckets — ticketing vs. settlement — and raise settlement disputes within 30 days of the invoice to align with typical accounting cutoffs.

Where to Find Official Resources

Primary resource: https://www.dohop.com — start at the Help Center or Partner pages for ticket submission. For integration, request sandbox access and the technical API documentation during contracting. If you are a business partner, ensure your contract explicitly lists the support SLAs, communication channels, and escalation path.

If you need a template message to send when opening a ticket, include: subject “Support Request — PNR [ABC123] — [Issue Short Description],” attach payment receipts, and provide your preferred contact method and time zone for calls. A clear, data-rich initial ticket is the most effective way to get a prompt, accurate resolution.

What is the Dohop service fee?

“Dohop Service Fee” means the fee as displayed on the booking page, and charged for the Dohop Services; “Merchant on Record (MoR)” means Dohop in its capacity as a merchant on record for the Dohop Service Fee.

How do I contact Dohop customer service?

Our English-speaking phone support is available 24/7:

1. UK +44 1200 401410.
2. Ireland +353 1 800 938221.
3. Canada +1 204 808 2377.
4. US +1 646 751 8693.
5. Australia +61 1800 952 377.
6. Denmark +45 78 75 95 47 (Danish & English support)
7. Sweden +46 10 551 7674 (Swedish & English support)

What if I miss my Dohop connecting flight?

If you missed a connecting flight due to a delay or cancellation, please contact Dohop immediately for alternative travel options. Our phone support is available 24/7. To contact Dohop, please use the help widget in the bottom right corner or call us. Find a list of our local telephone numbers here.

Is Dohop refundable?

The Dohop booking fee is non-refundable.

Is Dohop a travel agency?

Dohop is an award-winning travel technology provider based in Iceland. Its unique virtual interlining technology allows airlines to seamlessly connect with each other, and with other travel providers, without relying on legacy booking systems and complex and inflexible interline agreements.

What is Dohop service?

Dohop is a booking service that focuses on cheap international flights.