JustFly Customer Service Issues

I made a booking and payment for a return business class ticket for my elderly sister with back issues from Sydney to San Francisco with a stopover in Honolulu. Despite booking this ticket through Justfly, my sister was shocked to find out that she was actually in economy class for the Honolulu-San Francisco leg. Justfly also charged extra fees on my credit card under the guise of taxes, which were never disclosed as booking fees. Despite contacting Justfly and purchasing trip insurance, their customer service was unhelpful and I was denied any resolution. This experience has left us feeling scammed and deceived by Justfly's dishonest practices. I regret using their services and urge others to avoid them in the future.

I was informed multiple times over the phone by Justfly that a refund was not possible. However, upon checking their website under "manage my booking," I discovered that my booking was eligible for a refund. Despite following the refund process and receiving confirmation that my request was being processed, I never received the refund. I have evidence including screenshots with dates, times, refund amount, and emails from Justfly confirming the refund request. Despite this, when contacting customer support, I was told my ticket did not qualify for a refund. It is frustrating to have documentation stating one thing, yet being told otherwise by the support team. I am willing to provide my evidence if given the opportunity. Justfly should honor the refund as indicated and do the right thing. Thank you.

I recently booked a return flight through Justfly from MCI to Laguardia Airport in NYC. However, I was surprised to see an additional fee of $72.04 on my credit card bill, which I was not informed about at the time of booking. When I contacted Justfly, the customer service representative mentioned that the fee could not be removed as it was charged simultaneously with the flight fare. I requested to speak to a manager but was kept on hold indefinitely, eventually leading to disconnection. On my follow-up call, I faced a similar situation of being placed on hold with an increasing wait time. The lack of transparency regarding the extra charges and the poor customer service experience has left me feeling dissatisfied.

I experienced an overbooked flight to Denver, resulting in denied check-in despite arriving early. While I obtained reimbursement for the overbooked flight, JetBlue denied reimbursement for my return flight. JetBlue explained they couldn't help since I didn't buy the ticket directly from them. JustFly's resolution was a $75 cancellation fee for future travel. I don't believe paying more is fair for a situation beyond my control, with the service provider accountable. I fully paid for a service I didn't receive through no fault of mine, and being asked for additional payment feels unjust. Losing a job opportunity, $80 in cab fare, and enduring a traumatic experience has left me drained. Seeking a full refund has been a challenge with dispassionate staff and lengthy holds. I'm exhausted and disheartened by the lack of empathy or fairness received. A prompt and full refund is justified. I trusted this company and ended up at a significant loss. I simply request fairness and a full refund. Feel free to reach out for further details.

My sister was injured during her visit, and I need to take care of her as she is on bedrest. I'm uncertain of the exact date to change our return flight. At the least, I need to cancel the current return flight and receive a credit for a future booking in a week or two. The trip ID is [redacted]-[redacted]-[redacted]. I am hesitant to share more details in a public forum. Is there a way to provide the necessary information privately? Please contact me via email at [redacted] Alternatively, you can text my sister at [redacted].

I have yet to receive my confirmation email for the booking I made on June 22nd. I suspect the representative misspelled my email address. I contacted customer service yesterday, and they advised waiting 24 hours for the email to arrive. However, it has been well over 24 hours, and I have not received the confirmation email. The email also hasn't appeared in my JustFly account. Please assist me in resolving this issue. My booking number is [redacted]-[redacted]-[redacted]. Thank you.

I've been on hold for hours and spoke to a representative who promised to call me back promptly but hasn't. I confirmed with Iceland Air that they can't fulfill my request as I booked through JustFly. My booking confirmation is [redacted]-[redacted]-[redacted] with Iceland Air for a flight from Cleveland to Helsinki on June 29th. My return flight on July 17th from Boston was changed, causing a conflict with my plans. I'd like to change to Iceland Air Flight [redacted] (KEF -> CLE) instead of Flight [redacted] (KEF -> BOS), as they depart within the same hour from Iceland. Seats are available, and it seems like a simple switch within the airline. I'm still waiting for a callback after making this request.

I am looking for a budget-friendly one-way ticket from Kirksville, Missouri to Miami, Florida in economy class for one person. The current prices for flights are too high, ranging from $[redacted] to $[redacted]. A few days ago, the same ticket was priced at $[redacted]. I need this ticket to reunite with my husband who recently returned from a 3.5-year deployment in Afghanistan as a sergeant. The high ticket prices are making it difficult for me to travel back home to be with him.

I purchased a round-trip ticket for my son from Ottawa to Malaga with booking # [redacted]92, departing on February 9th and returning on May 9th. Unfortunately, my son got injured in Malaga and needed to come back home immediately. I contacted your customer service to change his return date but was unable to do so. As a result, I had to buy another ticket for his return journey. I now require a letter from you confirming that my son did not use his original return ticket, did not receive an exchange or credit, and that the ticket was non-refundable. This information is needed by my insurance company. I previously spoke to a customer service representative who mentioned sending the letter, but we have not received it yet, only an email requesting feedback on the interaction. The email linked to the booking number or sending it to me would be greatly appreciated. Sincerely, Elham Farhadi

On June 27, [redacted], I purchased a plane ticket from Toronto to Mexico with your company. The ticket indicated that I could cancel within 24 hours if needed. When I realized the flight had a layover in Boston, I decided to cancel due to not having an American visa. I cancelled within an hour and even went to the Delta counter at terminal 3 in Toronto to verify the cancellation was processed, which they confirmed. However, the charge went through on my card. I have contacted Delta multiple times for a refund but they advised me to reach out to you since I booked through your service. Date: June 27, [redacted] Confirmation Number: GN87F9 Ticket Number: [redacted][redacted] Flights: [redacted] and [redacted] Amount: $5,[redacted].05 plus your commission I hope for a prompt resolution. Thank you. My name is Ana Bertha Paola Padilla Hernández, and the charge was on a Banamex card under José Loreto Padilla Galicia's name.

I have been attempting to contact customer service for the past 40 minutes, but unfortunately, no one has answered my call. There doesn't seem to be any indication that someone is available to assist me over the phone. I have been trying to cancel my flight ticket online but I am unable to find the option to do so. I needed to cancel my reservation within 24 hours, but due to issues with the website and customer service, I am unable to do so. Will the company be responsible for the consequences of not providing adequate service?

To Whom It May Concern, My name is Eddie Jones. I am reaching out regarding a flight booked through JustFly. My wife and I booked a flight from SFO to LAX on Alaska Airlines with a connection to Singapore Airlines scheduled to depart early on December 3rd en route to Japan. We were recently informed that the Singapore flight has been rescheduled from a 9 a.m. departure to 3:15 p.m. Upon receiving this update, we contacted JustFly to request a later flight from SFO to LAX. However, we were advised that an additional $[redacted] would be required to make this change. As a disabled veteran, I am seeking your assistance in resolving this matter by either providing a refund for our tickets or facilitating a transfer so we can make alternative arrangements within the available time frame. Thank you.

I had planned a trip to Portland for 2 days, but my flight with a different airline got heavily delayed, causing me to miss the trip. I bought my ticket through JustFly, and despite contacting Alaska Airlines for a credit refund, they directed me back to JustFly. After a frustrating call lasting over an hour with JustFly, I ended up paying to cancel the flight and received credit, not from Alaska Airlines as expected, but from JustFly and only for a specific route. Feeling deceived and inconvenienced, I am requesting a full refund of $[redacted] from JustFly for the service I did not receive. If no action is taken, I will escalate the matter to my credit card company. I expect better treatment as a customer and hope for a resolution. -Kara Z. JustFly Booking Number: [redacted]-[redacted]-[redacted] Jul 14, [redacted] Receipt: [redacted]2 $[redacted].00 USD Aug 4, [redacted] Receipt: [redacted]42 $25.00 USD Total: $[redacted].00 USD

I made a reservation on August 12, [redacted], from Denver to Durban for November [redacted]. Due to my mother-in-law's illness, we needed to change the dates. Justfly informed us we could cancel, receive a travel credit to be used by [redacted]. However, I later discovered an unauthorized $[redacted] charge on my card. Despite complaints, Justfly claimed a mistake was made and refused to help. In [redacted], upon inquiring about a new reservation, I was told to book before August 12, [redacted], for travel after June [redacted]. On July 7, [redacted], I learned there were no flights from Denver to Durban via London and Cape Town. After contacting an agent on August 10, [redacted], about an alternative route, I was falsely informed there was no travel credit under my name. When I called back, another agent confirmed the credit but said it had to be used before August 12, [redacted]. I've reached out to British Airways for an extension but need Justfly to contact them. This situation has caused immense stress and led to physical illness, as I feel deceived and scammed out of $[redacted].00.

My name is Víctor and I had reached out to you because everything is really bad with this company called Justified. They don't answer the phone, and when they do, I ask if they speak Spanish, and they say no. I tried to resolve an issue with a ticket, but nobody wants to help me. I recommend that you do not buy tickets from this company. I don't want anything else to do with them. They sell tickets and supposedly don't speak Spanish, even though there are many Spanish-speaking people in the United States and other countries. I called and a lady told me they don't speak Spanish, which I find ironic. So, thank you for your attention. For those of you listening, sometimes there is discrimination because a ticket agency supposedly doesn't speak Spanish, despite there being many Latino and other Spanish-speaking people around. This isn't right. I leave this message for you to see what happens with these companies; sometimes they don't help you, and you might end up being charged twice for tickets. They don't want to help you resolve the issue. I leave this message here for you to see if you should continue buying tickets from this company.

To Whom It May Concern, I am Lindsey K., and I recently traveled from Phoenix to New York (JFK) to Abu Dhabi to Kochi on 8/7/18 with American Airlines and Etihad through tickets purchased from Just Fly. My return from Cochin International Airport on 8/17/18 has been impacted by the airport closure until 8/26/18 due to flooding. Stranded in Fort Kochi, I cannot reach alternate airports due to transportation disruptions. Despite contacting Just Fly for a partial refund to arrange a different way home with my companion Tom G., I was directed to Etihad for rescheduling. Etihad, in turn, states the refund is Just Fly's responsibility. I am displeased with being offered a flight in September instead of a timely refund to secure an earlier return. This extended trip strains our budget, and it is imperative to resolve this situation promptly for a positive experience with Just Fly in the future. Sincerely, L.K.

Victor Ortiz always bought tickets through Justin Fly and never had any issues until now. When he couldn't fly on the scheduled date, he expected a credit for the trip. After changing the flight date, they did not provide the credit and charged him for a new ticket. This has caused problems with his credit card account. When he contacted the credit card company, they directed him back to the airline. Despite attempting to communicate, the language barrier was a challenge as the airline did not have Spanish-speaking staff available for assistance. Instead of issuing a credit as promised, they charged an additional $[redacted]. Feeling undervalued as a customer, Victor prefers to book directly with airlines in the future, even if it means paying a little extra. He is considering cancelling his credit card due to the lack of support he received. He hopes others will take note of his experience with Beautifly. Sincerely, Victor Ortiz.

Subject: Concerns Regarding Recent Air Canada Reservation Reservation #: [redacted]-[redacted]-[redacted] I am writing to address some concerns with my recent Air Canada reservation. Despite selecting and confirming seats in advance, Air Canada had no record of them upon check-in. Furthermore, I was disappointed to find out that the aircraft for the second leg of my trip, from Toronto to Lisbon, was an Air Canada Rouge plane. This information was not disclosed during booking, and Rouge planes are known for being older, smaller, and uncomfortable. My husband and I, both with back issues, found the seating arrangements inadequate, especially considering the long duration of the flight. Given these issues, I kindly request either a complimentary upgrade or a change in our return flight to avoid the Rouge fleet. We paid a significant amount for our tickets and feel that the service did not meet our expectations. Your prompt attention to this matter would be greatly appreciated. Sincerely, Amy Glasser

I purchased an e-ticket through United Airlines for Flight UA915 on August 17, [redacted]. While traveling from Washington-Dulles to Paris-De Gaulle in Isle Seat 42H, I befriended a lady in seat 42I and would like to get in touch with her. I seem to have misplaced her contact details, and despite informing United staff about our connection during the flight, I have not received any assistance in obtaining her name or email address. The Customer Care Manager, Kathy Cooper, has informed me that United Airlines will not provide this information. I seek your help in resolving this issue as I believe there was a note made regarding our connection. I have contacted United through the online feedback form but have not received a satisfactory response. I hope you can assist me in reconnecting with my fellow passenger.

I purchased a ticket from Just Fly to travel on Sunday, October 27th, but I unexpectedly needed to attend an interview in San Diego prior to my trip. When I contacted Just Fly to change my travel date, I was informed that my existing booking needed to be canceled first. After the cancellation, I was charged $[redacted] without receiving the promised balance. The second booking was also canceled because Air Canada required a transit visa for my travel to London through their airline. Despite contacting Just Fly only 37 minutes before departure due to the denial, I was informed that they had to cancel my current flight before assisting me with an alternative route avoiding transit in Canada. Unfortunately, I was charged an additional $50 without reimbursement. Please refund the fees as I am now in a difficult situation. Thank you.