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Questions and answers

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What is the “door-to-door” transport with Hoper?

Hoper is an innovative door-to-door transport service with fast minivans with a capacity of up to nine people. We do not stop at bus stops or railway stations. The journey is from the address of departure to the address of destination indicated by the passenger, which can be the address of: home, sanatorium, airport, hotel, guest house, dormitory, work establishment, office or any other location. Our services cover all, even the smallest towns within the area of the route. Check our Routes

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How can I check where and when I can travel with Hoper?

On the page Routes presenting Hoper routes, you can check if a given town is located within the area of our operation.

However, the most convenient form of checking the Hoper connections is the search engine at the top of our website: check if Hoper can take you to the place of destination on the given date by entering the place of departure, place of destination and the date of your journey. After clicking “Find the route”, we will present you travel options along with the ticket price and the APPROXIMATE departure time. 

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Does Hoper stop at bus stops?

There are no fixed stops from which we would regularly pick up our passengers. We do not stop at bus stops. Hoper picks up passengers directly from the addresses indicated by them, e.g. home, sanatorium, airport, dormitory, hotel, boarding house etc. and takes them to the selected address in the place of destination.

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Can I get on and off anywhere on the Hoper route?

You can travel with Hoper between the addresses indicated by you during the ticket purchase. You can be picked up and taken to any place in any town which lies within the route operated by Hoper. Check routes.

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Can I be picked up from the bus station or taken directly there?

Unfortunately, we cannot pick you up from the station or take you directly there. The driver can stop in the nearest vicinity of the station, in the place where parking is allowed. 

Your journey

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What does the approximate departure time mean? What time exactly will I be picked up?

Due to the door-to-door nature of our transport services, the time of pick-up and arrival indicated in the search results and on the ticket is approximate. It may change depending on the number of passengers and the addresses of departure and destination indicated by them. Therefore, the scheduled and the actual time of your journey may not be the same. The final exact time of departure from the address indicated by you is provided by text message or by phone no later than a few hours before the departure. However, due to varying road conditions, the driver may arrive a little bit earlier or later in relation to the indicated pick-up time. 

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Does the driver take breaks during the journey?

The time of each journey with Hoper includes breaks both for the driver and for passengers. It is approximately one 15- minute break every 2-3 hours of driving. Such breaks are usually taken at petrol stations or car parks equipped with infrastructure for travellers (toilets, stores, food service, etc.). If you have any individual preferences as to the time and frequency of taking breaks during your journey, you should report it to the driver – in justified cases, in consultation with other passengers, the driver will try to adapt to your needs. 

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Can my child travel alone with Hoper?

Unless the provisions of the law provide otherwise, children can travel alone with Hoper if they are more than 10 years old. Before the journey, you should send the CONSENT FOR THE JOURNEY OF A MINOR PERSON filled in by the legal guardian of the child to the address bilety@hoper.pl in the form of a scanned copy or a photo. You can find the template of the consent in the Regulations for passenger carriage with Hoper. The original document must be shown to the driver before the departure.

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Where can I submit a complaint regarding the transport conditions?

If a situation contrary to the regulations occurs during the journey, you should send your complaint to the email address: bilety@hoper.pl. Detailed conditions concerning the data that you should provide in the complaint can be found in the Regulations for passenger carriage with Hoper at www.hoper.pl/regulaminy.

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Will I get a safety seat for my child?

You are entitled to a car seat for a child weighing 9-36 kg and a booster seat for older children free of charge. For this purpose, immediately after buying the ticket, you should report the need for a car seat or booster seat at bilety@hoper.pl or by calling 22 269 20 82. The car is also adapted for the installation of seats for small children (under 9 kg). Our drivers will help you to install your own child seat.

Tickets

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Can I still change the address of departure and destination of my journey after buying the ticket?

You can do it by yourself at bilety.hoper.pl, provided that the change refers to the same town. Enter the number of your ticket and click “Change the address of pick-up/arrival”. However, if you want to change the town of departure or destination, you will have to return the ticket and buy a new one.

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Can I change the date of my journey after buying the ticket?

If you buy "An option to change the date of travel", you can rebook a ticket for another day, on the same route, at the same time. You only have to click “Change the departure date” after entering the ticket number at bilety.hoper.pl. 

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Can I buy a discounted ticket for the journey?

Unfortunately, due to the nature of the service and the limited number of seats in our minivans, we do not provide the possibility of buying discounted tickets. However, thanks to the Hoper Miles programme you can get even a 30% discount for your journey. 

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Why am I charged an extra fee for door-to-door transport when making a booking?

The door-to-door fee is part of the price of your journey with Hoper. The total cost of your journey comprises of the basic ticket price and the fee for picking you up and taking you to the indicated addresses. However, the total price of a journey with Hoper is usually much lower than the total price of travelling by bus or by train plus taking a taxi to and from the station to the place of destination. The amount of the fare is variable and depends on the individual parameters of the journey, including the exact addresses of all passengers and the anticipated route. This is why the fee is calculated only after you provide the exact data.

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In what form should I present the ticket to the driver?

You should save the ticket that was sent to  your email address on your phone (or print it out) and show it to the driver during the journey. When making a purchase, you can also select the “SMS ticket” option and show it to the driver on your phone. The ticket is only valid together with the identity document of the passenger whose data are provided on the ticket.

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Can I buy the ticket from the driver?

Unfortunately, you cannot buy a ticket from the driver. You can order and pay for your journey online, in stationary sales points or by phone.

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How can I buy a ticket with Hoper?

The easiest way to do it is via our website hoper.pl:

  • In the search engine, enter the place of departure, the place of destination and the planned date of your journey, then click “Find a route”. Suggested routes with an approximate start and end time of the journey and the basic price of a single ticket will be displayed.
  • After clicking “Buy a ticket”, you will be asked to provide the exact addresses (of departure and destination), choose the number of tickets and extra luggage, if any, and the manner of sending the ticket (by text message or by email) and provide your contact details.
  • Then, you will see the total order amount, including the fee for getting to the indicated addresses at the place of departure and the place of destination. Here, you can also enter the discount code or the number of the Hoper Miles loyalty card to reduce the order value, and then pay for the journey (by an online transfer, payment card or blik, or by downloading a traditional payment slip).

After the payment confirmation, we will send you the ticket, and a few hours before the journey, you will get a text message with the exact time of departure and the phone number of the driver. You can also book a journey with Hoper by calling our helpline at 22 269 20 82 or in more than a thousand stationary sales points cooperating with Hoper, including the Kolporter newsagent’s. 

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Can I receive an invoice for a journey?

You can order an invoice when buying the ticket. The invoice will be sent by email. You can edit your billing information in the Menu in the “Your tickets” tab. You only have to click “Correct my data” or “Send again” after entering the ticket number, if you want to receive the invoice again. 

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Can I return my ticket?

You can return the unused ticket before the start of your journey, however, the cancellation fee will be deducted from the ticket value, at the amount contingent upon the time remaining to the closure of sales. You can do it by yourself at bilety.hoper.pl by entering the ticket number. Then, you should click “Return the ticket”. If the sale has not yet been closed, a window will appear asking you to select the seats to be returned and to confirm the return. The money will be transferred to the bank account from which your payment was made. In accordance with the Regulations, the money will be refunded within 14 business days.

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If there are no free seats left, can I get a notification if any seat becomes available?

Unfortunately, we are currently unable to send younotification about available seats on a given route. If a passenger resigns from their journey, the unused ticket is returned to the pool of available tickets and it may be purchased again. We encourage you to check the ticket availability using the route search engine. 

The luggage

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Can I order the carriage of extra luggage after the purchase of the ticket?

Yes, you can. For that purpose, you should contact the Customer Service Office by calling the number 22 269 20 82. 

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Will the driver help me carry the luggage?

The driver is obliged to pack the passenger’s luggage into the luggage department. All you have to do is to carry the luggage to the immediate vicinity of the vehicle and, after reaching your destination, to collect it from the driver directly after its removal from the luggage department.

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Can I take pets with me when travelling with Hoper?

Unfortunately, it is not possible to travel with pets. We would like to ensure the comfort of all our passengers. Due to the limited space in the vehicle and the possible health problems of our passengers, it is currently impossible to travel with pets. Our Customer Service Office may consent to travelling with pets only in exceptional cases (e.g. a guide dog), after prior consultation.

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How much luggage can I take with me?

As part of the ticket price, you can take two pieces of luggage:

  • a smaller one, weighing up to 5 kg, that will fit under your seat,
  • and a bigger one, weighing up to 25 kg, with a maximum size of 75x50x30 cm.

For an additional fee, you can take a third piece of luggage (extra luggage) weighing up to 25 kg, with a maximum size of 75x50x30 cm. In order to pay for the extra luggage, choose the appropriate option when buying the ticket. 

If you would like to order the carriage of extra luggage after buying a ticket, please contact the Customer Service Office by calling 22 269 20 82

Packages

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How can I check if Hoper can deliver my parcel to a specific address?

Hoper delivers parcels. On the pages presenting Hoper routes, you can check if a given town is located within our area of operation.

However, the most convenient way to check if you can dispatch a parcel on a given route is to use the route search engine at the top of our website. When you enter the place of departure, the place of destination and the date of your journey, you can check if Hoper can carry a parcel between specific towns on a given day. The routes on which the parcel carriage service is performed are marked with a parcel icon.

You can also obtain information about parcel delivery possibilities by calling our helpline at 22 269 20 82. 

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Can I change the address of dispatch/receipt of the parcel after paying for its carriage?

You can change the address of dispatch/receipt of the parcel by phone via the Customer Service Office.

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What items cannot be sent in a parcel?

The parcel cannot contain pets or hazardous, flammable or smelly materials. 

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How can I submit a complaint regarding the parcel carriage service?

You can submit a complaint by sending an email to: bilety@hoper.pl. The correspondence must contain a scanned copy of the consignment note. 

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How can I dispatch a parcel?

The easiest way to dispatch a parcel is via our website hoper.pl:

  • In the search engine, enter the place of dispatch and delivery of the parcel along with the planned date of dispatch and click “Find a route”.
  • Among the displayed suggestions, the routes on which the parcel carriage service is performed will be marked with a parcel icon. The estimated time of pick-up of the parcel from the sender and its delivery to the recipient and the price of carriage of a single parcel will be also displayed.
  • After clicking “Send a parcel”, you will be asked to provide the exact addresses (of dispatch and delivery), the number of parcels, the manner of sending the consignment note (by text message or by email), the contact details of the sender and the recipient of the parcel and the billing information, if any.
  • Then, you will see the total order amount to be paid (by an online transfer, by payment card or blik or by downloading a traditional payment slip).

For your convenience, during the receipt of the parcel, the driver will have a consignment note prepared, the content of which will be consistent with the order placed by you online. If necessary, the consignment note will additionally include the required data concerning the content of the parcel. You can also order the parcel carriage service within the territory of the country by using our helpline number 22 269 20 82 and in stationary sales points cooperating with Hoper.

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Is my parcel insured?

The parcels are insured. The sum of insurance is equal to the value declared upon the purchase of the parcel when selecting the tariff. 

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Can I receive an invoice for the parcel carriage service?

You can order an invoice during the parcel dispatch. It is sent by email. You can edit the billing information yourself for the parcel carriage service performed in Poland. In the Menu, select the tab “Your tickets”. Then, enter the number of the consignment note in the ticket number field and click “Manage your ticket”. In the ticket (consignment note) management panel, you can choose the option “Correct your data” or “Send again” if you want to receive the invoice again.

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Can I send a parcel of a non-standard size?

In the case of such parcels, please contact the Customer Service Office.

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What is the parcel carriage service offered by Hoper?

Hoper provides a service for carriage of parcels on specific routes. The routes on which the parcel carriage service is performed are marked with a parcel icon. Detailed conditions are described in the regulations for parcel carriage.

More information about this service in the territory of Poland can be found at www.hoper.pl/paczki. 

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Can I dispatch the parcel with the driver?

Unfortunately, it is impossible to dispatch the parcel with the driver. You can order the delivery online, in stationary sales points or by phone.

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How big can my parcel be and how should I pack it?

The allowed weight and dimensions of the parcel are: 5 kg and 35 x 40 x 20 cm. The packaging of the parcel should ensure its safe transport. 

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What time exactly will the parcel be picked up from the sender and delivered to the addressee?

Due to the door-to-door nature of our transport services, the time of dispatch and delivery of the parcel indicated in the search results and on the ticket is approximate. It may change depending on the number of passengers and the addresses of departure and destination indicated by them. You will be informed by text message or by phone about the final exact time of the pick-up of the parcel from the indicated address a few hours before the start of the journey. However, due to the varying road conditions, the driver may arrive earlier or later in relation to the indicated pick-up time. 

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Can I change the time of dispatch/receipt of the parcel?

The time of dispatch and receipt of the parcel depends on the time of Hoper routes; therefore, it is impossible to change it. You can only change the date of dispatch and receipt of the parcel. 

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What should I do if the recipient cannot collect the parcel at the indicated place and time?

In such a situation, the parcel can be collected in the place indicated by us, located along the given route, within the time period indicated by us.

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Is it possible to withdraw from the parcel dispatch and if yes, when at the latest?

You may cancel any pending order for parcel carriage before the start of the journey. However, we deduct a cancellation fee from the value of the order, which depends on the time remaining until the sale is closed.

You can cancel the parcel carriage order performed within the country by yourself. In the Menu, select the tab “Your tickets”. Then, enter the number of the consignment note in the ticket number field and click “Return your ticket”. If the sale is not yet closed, a window will appear in which you must select the consignment note being returned and enter the bank account number to which we will transfer the money. In accordance with the Regulations, the money will be refunded within 14 business days. You can also withdraw the parcel carriage order by phone via the Customer Service Office. 

Loyalty program

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What are Hoper Miles and how can I use them?

Hoper Miles is a loyalty programme for those customers who have travelled with Hoper at least once. Based on the kilometres travelled, a discount for further routes is calculated – even up to 30%. More information is available at hoper.pl/mile 

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