JustFly Customer Service Issues

On October 31, [redacted], I accidentally booked two air tickets with the booking numbers [redacted]-[redacted]-[redacted] and [redacted]-[redacted]-[redacted]. After realizing the error on my credit card statement, I promptly cancelled booking [redacted]-[redacted]-[redacted] but was charged for the cancellation instead of receiving a refund. A travel credit was issued instead of a monetary refund. Despite explaining the situation to the customer service agent, they informed me that nothing could be done. I emphasized that both tickets were for the same travelers, dates, and flight numbers, and it was an unintentional mistake due to the booking system not providing a warning. I am seeking a full refund for the cancelled booking without incurring a cancellation fee, as I already purchased two tickets. This experience is my first with Justfly, and I have not encountered this issue with other travel companies in the past. Your assistance in resolving this matter would be greatly appreciated.

I booked a round trip flight from San Francisco to Seattle for my sister and me. The base fare showed as $[redacted].20, inclusive of taxes and fees ($81.66 fare + $34.54 taxes). During booking, an upgrade option appeared at $7.50 per person, per flight to select seats and board earlier. I opted for this, adding $15.00 per ticket, making each $[redacted].20. I paid, and the total unexpectedly came to $[redacted].70. Upon questioning, the service representative insisted that selecting seats incurred an additional charge, despite my understanding that the $15.00 upgrade covered this. The representative claimed seat selection fees are common, but these were not clearly outlined during booking. I requested clear disclosure regarding separate seat selection fees and a refund of $24.30 for the oversight. - T.L.

I am encountering difficulties with your service. I am 75 years old, not very comfortable with computers, and dealing with health concerns. My granddaughter assisted me in booking a flight, but I faced unforeseen medical issues with my husband. When my granddaughter attempted to cancel the flight within the allowed time, she encountered rude customer service. Now she informs me that your policy does not mention needing approval for her to assist me. I requested a refund and was informed by your staff that it is up to the airlines to provide it. However, the airlines indicated that it is your responsibility to refund the money to my card. The customer service representative I spoke with was unhelpful and even made me feel mocked for expressing my frustration. I need assistance in obtaining a refund for a flight I was unable to take, but canceling the ticket seemed to be a challenge with your company.

I would like a refund for a ticket purchased on November 29, [redacted] with booking number [redacted]-[redacted]-[redacted] and American Airlines confirmation number ORUSTN. I received news on December 1, [redacted] that my sister's mother-in-law passed away, resulting in the cancellation of plans for a family gathering that was meant to be a surprise birthday party and a celebration of her husband's cancer journey. This hits close to home, as two years ago on the same day, December 1, [redacted], I lost my wife to cancer. Life has been challenging since then, but when my sister needed my support, I knew I had to be there. I purchased the ticket with insurance for unforeseen circumstances, such as weather delays, but my intention was to attend. I kindly request a refund for the airfare lost due to these uncontrollable events. Thank you, Verdock A. Barnes.

Alicia and Darrell R.'s booking number is [redacted]-[redacted]-[redacted], and they booked a flight from DFW to MHK. They also purchased travel protection, which stated their trip was protected. When they had to cancel on December 6th, they spoke with Akira, employee number [redacted], at 1:00 PM. Akira assured them there would be no issue due to the protection, but a $75.00 cancellation fee was added to each ticket, increasing the total from $[redacted].40 to $[redacted].40. Despite following all instructions given, they received a disappointing letter from CSA Insurance on December 12, [redacted], informing them they would not be receiving a refund. Alicia and Darrell are distraught as they had been saving to visit their daughter after two years. They are now faced with a bill of $[redacted].40 and are requesting a review of the call made on December 6th at 1:00 PM (Texas time) with Akira to confirm the promise of a full refund.

On December 12, I was in the process of purchasing a plane ticket for my son, Kevin Shane Thorne, traveling from West Palm Beach to Chicago O'Hare. Initially, the price I saw was $[redacted], but as I proceeded to book the flight and entered my credit card details, the price suddenly increased to $[redacted].05. Despite my attempt to cancel immediately, the transaction went through. I contacted customer service twice to address this issue. They mentioned a $75 cancellation fee, and explained that the ticket holder, my son, needed to email authorization for me to discuss the matter. I believe I am owed a reimbursement for the $75 fee due to the unexpected price change during the booking process, which feels like a fraudulent practice on your company's part. Thank you. - Judith Thorne

I recently bought a ticket through justfly.com and realized I made an error in the return date. I contacted your company within 3 minutes to correct the reservation date, but was charged a $[redacted] fee. As a loyal customer who frequently uses your services for both myself and others, I find this fee to be excessive. I believe this situation should be addressed promptly. I kindly request that someone reach out to me at your earliest convenience.

Our flight was scheduled for May 28, [redacted]. Unfortunately, we had to cancel due to personal issues, as a result, we were charged a $[redacted] cancellation fee per person, totaling $1,[redacted]. Despite paying the fee, we have not received our $5,[redacted] refund. When attempting to rebook, the prices are exorbitant, with an additional $1,[redacted] per person, which we cannot afford. We are in a difficult situation as we have already paid a total of $6,[redacted] and still face additional costs for a new flight. Our only request is to be placed on our original flight and allow the airline to keep the cancellation fee. Alternatively, if this is not possible, please refund the $5,[redacted] owed to us. We are facing hardship, especially as my grandmother is ill, and we were planning to visit her after 15 years. Please show compassion and assist us in resolving this matter.

Today, I called customer service multiple times until a representative booked my ticket with Reference # [redacted]82 from LAX to Turkey. The agent booked quickly and advised me of a 24-hour window for changes. After reviewing my ticket, I noticed the return flight was at 2:15 am, so I called repeatedly to modify it without success. Despite being on hold for a long time, I eventually reached a representative who informed me that I only had 2 hours to make changes, resulting in a nearly $[redacted] fee for both tickets. Feeling misled and frustrated, I have decided to cancel my tickets due to the lack of assistance provided. Please note the high cancellation charges mentioned by the agent. This experience feels like deception towards customers, with incorrect information provided and extended wait times. If this issue remains unresolved, I will consider filing a claim and disputing the charge with my bank. Thank you.

I made two separate reservations with Justfly.com on March 10, [redacted] ([redacted]-[redacted]-[redacted] and [redacted]-[redacted]-[redacted]), which were both cancelled due to alleged "credit card issues." Despite Spirit Airlines showing both transactions pending, I was informed by Justfly that the funds would be returned within 24 to 48 hours. On March 12, [redacted], my card was charged for both reservations, contrary to what was communicated. When I contacted reservations customer service on March 13, [redacted], and requested to speak to a supervisor, "Gi or Gee" claimed only one booking was found, denying any charges and stating the money would be released within 2-10 business days. Despite explaining the duplicated charges, she abruptly ended the call. The lack of professionalism and customer service exhibited by "Gi or Gee" is unacceptable, resulting in $[redacted].28 being withheld from my account. I have experienced over 20 years in the airline industry prior to transitioning to the medical field and understand what proper service entails. This encounter has left me appalled and disappointed, prompting me to advise others against using Justfly.com due to encounters with rude and incompetent staff. It is crucial for individuals in customer service roles, particularly in reservations, to embody professionalism and empathy towards customers, fostering a positive experience rather than tarnishing the industry's reputation.

Booking #[redacted]-[redacted]-[redacted] on United Airlines with confirmation # H9ECR7. I successfully upgraded my flight from basic economy to economy for an additional $15, but I was charged twice, totaling $30. I am requesting a refund of $15 due to the double charge. I contacted customer service, but unfortunately, my experience was frustrating. The representatives seemed unable to assist me and suggested I research the issue myself, which I found unhelpful. Upon reaching out again, I was informed that there was nothing they could do, leaving me dissatisfied. This being my final attempt at resolution, I am disappointed by the lack of support provided.

My flight HX782 from MNL at 6:55am on April 19, [redacted], was canceled by Hong Kong Airlines due to technical problems. We were boarded on time, but after two hours of waiting on the plane, they asked us to de-board due to unresolved technical issues. After being stranded at the airport for four hours without information on our next steps, they arranged for us to stay at a local hotel in Manila with the promise of further details. Despite numerous attempts to contact them through various channels, including phone calls in Manila, Hong Kong, and the USA, messages left on Facebook, and through their website, I have received no response. The representatives at the hotel were unable to provide any updates and suggested reaching out to the ticket agency for help. I urgently need assistance as I must return to the US to avoid losing my job. Please reach out to me as soon as possible.

I engage in missionary work in Africa. On the way to the airport, our car had issues, so I had to find alternate transportation. I got to the airport at 11:30 for a 12:30 flight but was refused check-in and a boarding pass due to having one bag. Justfly put me on hold for 20 minutes and then directed me to call Brussels Airlines, claiming they couldn't help. After hours of back-and-forth with both companies, no solution was provided. Justfly declined any refund, stating Brussels Airlines marked us as no-shows. Even though we were at the counter for over an hour before departure, the airline said it was overbooked. While I understand a fee might be due, losing the entire fare seems unjust.

I recently made travel arrangements through JustFly for Spring Break using booking number [redacted]-[redacted]-[redacted]. Unfortunately, my return flight with Spirit Airlines was canceled mere hours before departure. Despite speaking with Spirit and discovering no available flights for 2 days, they only offered a refund that could take up to 10 days to process. JustFly was unhelpful in finding an alternative and instead attempted to pressure me into a rebooking at triple the original cost before claiming they were sold out. I eventually secured a flight departing the next day at a cost of $[redacted].00 with booking number [redacted]-[redacted]-[redacted], including additional fees. What was initially a $[redacted].00 flight plus a $40.00 bag fee turned into a financial strain as I had to locate last-minute accommodation with my child at 10 pm. This experience was stressful, costly, and above all, unsafe. I am seeking prompt reimbursement of $[redacted].00, as this financial burden is one I cannot manage. Your urgent attention to this matter is greatly appreciated.

On February 25, [redacted], around midnight, my attempts to book a flight from Chicago to Guangqiu China through Justfly were unsuccessful. Subsequently, I contacted Justfly's helpline and was connected to a call center. Upon speaking with the agent, I was informed of a ticket priced $87 higher than advertised. Declining this, I managed to successfully book the ticket myself at 3 am. Upon reaching the airport, Hainan Airlines indicated that two tickets were booked in my name, causing confusion. Although I believe the call center may have arranged the additional ticket without my consent, I later discovered that Justfly had advised me to contact the airline for resolution. The unexpected extra charge amounted to $[redacted]. I am seeking a refund for this unauthorized booking on my Visa Card. If Justfly fails to rectify this, I intend to bring this issue to the attention of travel publications and the media. Thank you.

In the Settings section under Account Information, I mistakenly entered the wrong email address ending in .coim instead of .com. When I attempt to make changes by clicking on Edit, it only permits me to update my password, not the email address, which is also my username. Despite reaching out to Customer Support multiple times, they have been unable to assist as they lack access to this specific area. Considering my background in IT, I am confident that there must be someone with the capability to rectify this issue with my email address and username.

A friend from Paducah without CSA insurance and I from Dayton with CSA insurance both had to adjust our plans to see the Rolling Stones in Houston due to Mick Jagger's heart surgery. The show was postponed, not cancelled. My friend received travel credit, but I was charged a $75 cancellation fee by JustFly. Even though I requested trip credit, I was informed I "have insurance." Additionally, there was a $24 charge from CSA. My claim with CSA was denied. I am questioning why I was charged extra despite asking for credit knowing the show was only postponed. The representative mentioned my insurance and warned of possible denial but would not provide credit like my uninsured friend received. This trip is meaningful to me as a cancer patient, and it is a bucket list experience with a Navy pal. Please assist me.

I made an airfare reservation and used their "manage your bookings" feature to cancel it well ahead of my flight. However, according to a customer service supervisor named Rene ID [redacted], the portal has bugs and my cancellation did not go through. I was unaware of this until I received boarding passes on the day of the flight. Rene was uncooperative, refusing to assist me or provide corporate contact details. The lack of a phone number is illegal. I require this information to take legal action against them. I am filing a complaint with the attorney general in Massachusetts for violating several laws.

I need assistance regarding my canceled booking [redacted]-[redacted]-[redacted] (MLB - HKG). According to the provided information, the refund was processed 3 months ago, but I have yet to receive it. My concerns are as follows: 1. Today is May 9th, and since the refund was processed 3 months ago, why hasn't my credit card company received the refund from you yet? 2. I paid the total amount of $[redacted].31 for this trip using my credit card. However, the refund amount mentioned over the phone was less than $[redacted].31. Why is there a discrepancy? This was my first experience using your booking service, and I am disappointed by the lack of communication about the cancellation and the delay in issuing the refund. I expect a prompt full refund resolution from your end. Awaiting your prompt response. Y. Edge

My initial flight from Atlanta to Warsaw got cancelled by Justfly. They rerouted me to London, then Helsinki, and scheduled a departure from Helsinki before I even reach there. Despite my request, Justfly refused to let me disembark in London. They are adamant about me taking the Helsinki flights, even though it's logistically impossible to leave before arriving. To rectify the situation, Justfly needs to inform Finn Air about my need to leave at Heathrow. I will organize alternative transport to get to Warsaw. Finn Air has agreed, and Justfly must simply notify them accordingly.