JustFly Customer Service Issues

I recently received an email from Ethiopian Airlines informing me that my flight (ET0552) from Addis Ababa to Toronto, ON, Canada on August 26, [redacted], at 10:50 PM has been canceled. Since this was a return flight, I assume that the departure flight on Tuesday, August 11, at 11:00 AM (flight [redacted]) has also been canceled. It is unfortunate but not unexpected. I would greatly appreciate it if the charges could be refunded to my credit card, as international travel may still be uncertain even next year. Thank you for your assistance. - Bert

I have encountered a frustrating experience with Customer Service Representatives who seem restricted by a scripted response and cannot resolve my concerns. Despite confirming a refund approval from representative "Sky," I received conflicting information the next day claiming the refund was reversed due to airline policy, insisting on offering me flight credit instead. This contradicts Qantas' policy of full refunds for canceled flights, for which I am eligible. After contacting both Qantas and Justfly, I obtained a waiver code from Qantas confirming my eligibility for a full refund. However, Justfly still insists on placing blame on the airline and requests that I have the airline note my approved refund on my booking. Feeling misled by Justfly, I am owed US$2.5K for my unused ticket, and they are attempting to withhold this amount. I am seeking advice on potential consumer protection agencies that oversee Justfly's actions. Any guidance would be greatly appreciated. Thank you for any assistance you can provide. Melinda

I made a flight reservation that was confirmed with Delta tickets to be refunded and a Hawaiian voucher. An additional $[redacted] handling fee was charged on May 29. However, upon checking yesterday, there has been no cancellation on the reservation. I am confused about not receiving the refund or voucher yet being charged the handling fee. I received another quote to submit, but it includes another $[redacted] handling fee, which I have already paid, yet no action has been taken. Please advise on the situation. Thank you, Katarina S.

I have an urgent matter regarding the booking with JustFly under Booking #[redacted]-[redacted]-[redacted]. My stepfather, G. B., is currently stranded in South Korea after a series of flight changes. Originally scheduled to fly from El Paso to Cebu, his flight on June 5th was canceled and rescheduled multiple times, causing confusion. Given his severe visual impairment and health issues due to a stroke, diabetes, and hypertension, the situation is extremely stressful. After encountering issues with the flight schedule provided by Delta Airlines, he needs urgent assistance in arranging a flight from Incheon to Cebu. Despite contacting Customer Service, we have only received standard protocols and have yet to receive a definitive solution. We are anxiously waiting for a resolution to ensure his safe travel.

I purchased two tickets to travel with my son back to my home country, but had to cancel due to COVID-19. After canceling, only half of the money was refunded. When I inquired, I was directed to contact the airline for the remaining refund. The airline kindly refunded the money on April 28. However, today, July 6, when I followed up, I was informed by the agency that they are not processing the rest of the refund at this time. I feel very upset and frustrated as the airline refunded the money, but the agency is withholding it. I am disappointed with the service provided by JustFly and will not be using their services for my future trips.

I had booked flights with AA from Tampa to Philadelphia for September through Just Fly. I also purchased travel insurance from Just Fly for trip cancellation, but the insurance company is refusing to honor the cancellation. The wedding we were attending got canceled due to concerns about a large gathering, as per the venue's decision. CSA Travel Protection is stating that this reason is not valid for a claim. After canceling the reservation with Just Fly as advised, I received a travel voucher which I won't be using. I am solely seeking a refund of the ticket amount. The lodging refunded our money promptly. I am seeking assistance in obtaining a refund for the tickets I bought. Thank you for any help you can provide.

I am disappointed with the service I received from a Justfly representative. Originally booked a flight for July 19, [redacted] with booking number: [redacted]-[redacted]-[redacted]. Upon arrival at airport YYC on July 19, Air Canada informed me that my final destination flight was suspended. Air Canada advised I call Justfly to rebook. Spoke with a Justfly representative on July 19, and was rebooked for a flight departing on August 5, [redacted] at 9:55 am, returning on September 18, [redacted]. Assured I would receive my itinerary within 24 hours via email. After arriving home and missing a call, I learned my flight was rescheduled for August 19, conflicting with my travel plans for August 20, [redacted]. Despite multiple assurances, I have not received my itinerary as of July 23, [redacted]. Today, Justfly claimed they could only offer me a flight for August 19, which is unacceptable. Requested to speak with a supervisor, but my call was abruptly ended by the representative. Urgently need this matter addressed to avoid missing my flight on August 5. Thank you for your attention. - Concerned Customer

My reservation, booking number [redacted], was canceled on June 7. My E-ticket number is #[redacted][redacted]. My flight LATAM [redacted] from Lima, Peru, on June 15 at 12:15 am, and the return flight LATAM [redacted] from Miami on June 26 at 5:35 pm were affected. After deducting $35 from the $[redacted].93 ticket price, I was told $[redacted].93 would be refunded to my VISA debit card in 4 to 6 weeks. It has been almost seven weeks now, and I have not received the refund. I have checked the refund status multiple times and was promised an email update that I never received. This delay is frustrating, especially during these tough times when every penny counts. My wife, E.B., frequently purchases tickets from your service, and we expect a timely resolution. Please process my refund promptly. Thank you, C.B.

Hello. I purchased a ticket from Belgrade to Boston through justfly.com. They have canceled my returning flight scheduled for September 1st. When I attempted to change the date, they insisted on extra fees. I consulted with my lawyer, who mentioned that if the airline canceled the flight, it should be rebooked without additional charges. I am confused about this situation and seeking advice on what steps to take next. Coincidentally, this particular flight has been canceled twice. Sent from Outlook Mobile.

Good afternoon, I'm Lizeth Andrea C. I purchased a flight ticket from New York to Colombia through your agency for July 3, [redacted]. Unfortunately, the flight was canceled due to restrictions in my country. Avianca informed me that they would reschedule my trip for September 1. However, when I called today, they mentioned that the flight is now set for mid-September due to recent measures by the President. I noticed tickets are being sold for September 1 on the website, causing concern. My visa is valid until August 29, and I can't wait longer as my university internship ends. I need to return for graduation. Please advise on how you can assist me with this situation.

To whom it may concern, I purchased a round-trip ticket for my daughter through JustFly.com on Lufthansa, with the route Orlando-Frankfurt-Stockholm-Amsterdam-Orlando, scheduled for the last week of July. The confirmation number for the booking is [redacted]51 / QTSAN7. Due to travel bans issued by Germany and the Netherlands, US travelers are not allowed entry in July. I have attempted to contact JustFly through their customer service line several times without success. Despite explaining the situation, their online system indicates that Lufthansa will not provide a refund or voucher as my daughter was deemed "ineligible," even though it was impossible for her to board the flight to Frankfurt or return from Copenhagen to Amsterdam. As a semi-retired senior citizen, and with my daughter being a recently divorced mother of three, currently unemployed and struggling financially, we are in desperate need of a refund to cover essential expenses like rent and food for her children. Having been a loyal customer of JustFly.com since [redacted], booking multiple trips annually, I humbly request your assistance and understanding in this matter. Thank you in advance, Jaclyn Stewart (passenger) Sheree Stewart (Mother and ticket purchaser)

I made a reservation for a flight for four passengers on May 16th for a trip in October. I was aware that the tickets were non-refundable, so I opted for travel insurance. Upon receiving my email confirmation, I noticed that the insurance was included. Unfortunately, I underwent unexpected open-heart surgery on June 26th and am unable to travel in October. When I tried to claim the insurance, I was informed that there was no record of it. JUSTFLY confirmed that I had indeed selected the insurance, but due to a technical issue on their end, it was not processed. They admitted the mistake but stated that I had no coverage. I was never informed about the issue and was even emailed a receipt showing the insurance as part of my charges. It is frustrating as I relied on having the insurance and would not have proceeded with the booking without it.

I made a flight booking for (* passengers) on May **th for a trip in October. Aware of the non-refundable rates, I opted for travel protection. After an unexpected open-heart surgery on June **th, I had to cancel the trip as I am unable to travel. Despite having an email confirmation showing I signed up for insurance, the insurance company had no record of my policy. JUSTFLY verified that I had selected insurance, but due to a technical issue, the policy was not purchased. Now, I am left without coverage and no refund, even though I believed I had insurance coverage based on the email receipt. It's clear I intended to purchase insurance. Bogus.

I booked a flight for July 1, [redacted], but missed it due to not receiving a callback as promised. I was given a travel credit, but when I tried to rebook, an additional $[redacted] was required on top of my $1,[redacted] credit. I cannot afford this extra cost and would like a full refund. It took me a long time to save for this trip and I feel frustrated with the lack of response and added fees. Please process my refund promptly so I can plan my trip to Yerushalayim. Thank you for your attention to this matter. Best regards, C. C.

On August 20th, I checked my flight and noticed the wrong date. After contacting customer service, I was informed my flight was canceled. Initially reserved for August 26th, I wanted to change it to August 28th. Despite being told it was changed, my itinerary still showed the old date. After further calls, it was revealed the flight was canceled. Eventually, the date was changed to August 30th without charges as per the agent, but I woke up to a $50 charge on my card. I request a refund as I was initially assured there would be no charge. I urge you to review the call records and rectify this error promptly.

Dear Customer Service, I am reaching out concerning an email I received regarding my canceled flight due to Covid-19. I am currently unable to make international calls and had my wife contact your call center on my behalf. The representative mentioned I requested to cancel my flight and was eligible for a $[redacted].42 refund. This request was never made, as my flight was canceled due to the pandemic, and I received an email confirmation from your end. Despite claims of trying to reach me, I received no prior communication attempts. My attempts to contact your office previously were also left unanswered. My Justfly booking number is [redacted]-[redacted]-[redacted] under the name En Nasry. I am seeking a credit for a future flight per the provided airline table, not a refund. Please refer to the attached documentation. Thank you for your attention to this matter. Yours sincerely, Abdelali

I would like to report that our flight to Portugal in May [redacted] was cancelled, and a refund request was submitted on Justfly's website during the same month. However, as of September, we have not received any refund. It has been quite challenging to reach anyone at Justfly regarding this matter. My confirmation number is [redacted]-[redacted]-[redacted]. Although I received a notice in early May that Justfly was processing my request, I am still waiting for the refund. According to the information on Justfly's website, they are currently working on the cancellation request, processing the refund, and coordinating with the airline. I have recently contacted the airline, and they mentioned not receiving any request from Justfly. I have been patient throughout this process, but I am eager for a resolution.

I bought three tickets in early April for travel in early October. Yesterday, I called Justfly to cancel one ticket for a refund and was told I would receive an email within 24 hours. However, the only email I received was for another family member's booking, not mine. Furthermore, my credit card number has changed since the original purchase, and I'm concerned that a $50 processing fee won't go through due to the mismatch. I tried calling today to explain this, but I couldn't reach a human customer service representative. I haven't received any emails regarding my own booking number. I need to speak with someone at Justfly to address these issues.

I had booked a trip to Hawaii for March [redacted], which was canceled. JustFly provided travel credit to be used by December 21st, originating and ending in the same cities as our original booking. Due to travel restrictions in Hawaii, we prefer a refund. I have been unable to reach JustFly's customer service for assistance with this request.

I am María Alejandra Murillo, and my booking number is [redacted]-[redacted]-[redacted]. I purchased a trip to Portugal in November [redacted], but it was canceled by TAP Airlines due to COVID-19. In April, I requested a refund, and in May, I was notified that the refund process had begun. The refund was approved for my flight from the USA to Portugal, with a credit for the return flight. I received an email in May stating the refund process would take 8-12 weeks. However, it is now mid-September, and I have yet to receive the refund. TAP Airlines advised me to contact you for specific information regarding the delay. The approved refund is $[redacted] with a $[redacted].19 credit for a future trip. I am seeking information on the cause of the delay in processing my refund, which was approved in May.