Bowman Contracting CO

Complaint: [redacted]I am rejecting this response because:
While I appreciate the $75 refund "gesture of goodwill," this booking agent has caused nothing but issues for my entire vacation. The airline, while at the airport, stated that I should demand a refund in full. They did not create the error, yet JustFly.com is interested in blaming it on them. They do not have representatives that speaks English as their first language, thus the communication barrier is insane, cumbersome, and time consuming.
 
I spent over a combined 15+ hours on the telephone with this company due to this flight. Please check your call logs, how many times I called, and the duration of those phone calls starting in December of 2016. You will see this is not a false statement. I would be happy to provide you with my telephone call logs that also support this statement, if necessary. After my entire experience (which was not complete until after filing the Revdex.com complaint - I did not take the flight until several days later) I am requesting a refund in full. My hourly rate at the company I work for is $25.83/hr. If I would have spent the 20 hours working instead of on the phone with this company, that would have generated $387.45 in income, instead I wasted it NOT resolving any issue with your company because the airline took care of it when I arrived at the airport.
 
-[redacted]
 
Your ability to continue to operate as a company while lacking the ability to provide any form of customer service to your customers is outlandish. Your inability to take responsibility for these issues is even more absurd.Sincerely,[redacted] ([redacted])

Complaint: [redacted]I am rejecting this response because: It is not an accurate depiction of the responses that I received from JustFly, nor of the events that occurred.  After receiving my Revdex.com complaint, JustFly responded to me on April 8 by emailing: "Unfortunately, when airlines cancel flights it may not always be possible to find replacements that fit your itinerary so the only option is to refund the tickets, but we always require the airline's approval for this. Upon checking your reservation, you spoke with one of our supervisors on April 6th and the issue was resolved by refunding both tickets. The refund request was sent to the airline on the same day so only the airline's and your bank's administrative delays are left to wait on (this is usually a maximum of 6-8 weeks)."
This response is not accurate. There was another flight available that day, on the same airline, with seats available, that fit our itinerary.  Before calling JustFly, I'd spoken with TAP airlines, who approved our replacement flight and confirmed availability. They gave us a reference name and number, told us to call JustFly and have them shift the booking. Thereafter, my husband and I called JustFly on April 3, communicated this, and spent several hours trying to do this, but JustFly would not make the change, nor provide us with any confirmation number or email record of our multi-hour attempt.  Multiple "supervisors" we spoke with told us they did not have email and do not provide reference codes, and we should call back another day. This 3-4 hour April 3 call was not acknowledged anywhere in JustFly's Revdex.com response, despite being the primary reason I lodged a complaint with the Revdex.com.  Instead, JustFly only referenced the April 6 call where we were again denied the option, and thus, resorted to requesting a refund as there were no other options offered by JustFly other than one flight, days later.
I responded to JustFly, and on April 10 received this response, in part:"The agent tried to offer several options which you declined, and the wait times to reach the airline were long to get approval to replace the flight or seek further assistance since the offer of other flights was not working for you.  The rules and restrictions for a travel agency to change flights following a schedule change are different than if the airline is doing it themselves.  Since it is their ticket, they have more leeway." They also responded that "the merchant for the tickets is Air Portugal, not JustFly."  
Here is my concern: To date, at no point has JustFly acknowledged the April 3 call, or acknowledge the failure to have any reference/tracking/email system for customers to use. Moreover, at no point did they acknowledge that the airline had approved the replacement of the same-day flight, nor do they even admit that there was a flight available that day. Instead, JustFly blamed us for not taking the only flight they offered - one on completely different day that would cause us to miss connecting flights.  This does not constitute "several options." Finally, JustFly conveniently blames the airline for the 6-8 week refund timeline, though the airline has been great in working with us, and though JustFly is the business that took our initial reservations and money.  They cannot be a pass-through business when convenient, and a roadblock when not.
The result: We leave for our honeymoon on Friday.  We have not been refunded.  We also had to use the remaining funds saved for our honeymoon to buy completely new tickets, which cost several hundred dollars more.  We are now out all of these costs, have a much more financially limited trip because of it, and JustFly hasn't even had the professionalism to acknowledge any of this.
Sincerely,Anne[redacted]

Good day,
Thanks for sharing the details of your recent booking experience with us. We will take that feedback for  coaching  purposes.
As already mentioned by our agent, we were able to take action on your file, and process the refund. We apologize for the error on behalf of...

our agent. 
At this time we consider this file resolved.Should you require any additional information, please do not hesitate to contact our Support Center.Kind regards,
Customer Care Team

Complaint: [redacted]I am rejecting this response because:  Refund is still not received.  Once received, I will make sure to close the complaint.Sincerely,Cyrus [redacted]

Good day,
Thank you for your message.
As discussed with our Customer Care Representative,the ticket is non-refundable. We have been able to extend the validity to issue a ticket for a future travel date of May 1st 2017. 
There is no further action we can provide and are awaiting your call or...

email to book the dates. 
We consider the file closed.
Best regards,
Customer Care Team

Good day,
Thank you for your message.
As discussed with one of our Customer Care Representatives, she has taken action on your file. After reviewing the details on file, the ticket was cancelled and the refund is in process. There was also a refund of the options that were chosen, such as seat...

assignment as well as travel insurance. There was an error that transpired with the modification fees charged, however, and this was now refunded due to the fact that you had also purchased our extended cancellation policy. This refund was also processed and will be showing back on your card shortly. 
We appreciate your feedback and consider the file resolved.
Best regards,
Customer care Team

Good day,
Thank you for your message. 
Our customer care representative is still reviewing your file. As she has mentioned, the details were stated correctly by our phone agents for the possibilities of your ticket. There is no option to cancel only one portion of the ticket and the tickets...

were non-refundable. 
That being said,  our supervisor will look it over once more and see if there are any exception we can provide from the airline to help in resolving this matter. 
We will revert back soon.
Best regards,
Customer Care Team

Good day,
Thank you for your message. 
As previously stated, our Customer Care Representative had sent an email with the future travel credit that is applied to your booking.  We have just forwarded the email to you for easier access. 
Please do respond there with any questions or if you wish to use your credits. 
We consider the file closed.
Best regards,
Customer Care Team

Good day Ms. Silva,
Thank you for your message. 
One of our Customer Care Representatives has reviewed the file and has now cancelled your membership as requested. She has sent you a copy of the cancellation. 
As a gesture of good will we have refunded the seat assignment fees already...

to the credit card on file.
There is no further action we can provide, therefore we consider the file resolved. 
Best regards,
Customer Care Team

Good day!
Thanks for sharing the details of your recent booking experience with us.
As mentioned by our customer care representative, we are able to waive the modification fees as a gesture of good. Unfortunately, we have tried on your behalf wit the airline but according to their fare rules, the...

ticket was non-refundable and no refund will be offered.
There is no action required on our part, so we consider this file resolved on our end.Should you have any additional questions, please do not hesitate to contact our Support Center.Regards,Customer Care Team

Good day,
Thanks for sharing the details of your recent booking experience with us.
As discussed with our Customer Care Representative, we are currently investigating the issue and require call recordings to validate the refund information you were given. An update will be provided as soon as...

possible.
Best regards,
Customer Care Team

Good day,
We apologize for the inconvenience in the timing. Any refund has to go through our accounting department and from what I can see, it was already processed so you should be receiving it by end of week. 
There is no further action required, therefore we consider the file resolved.
Best regards,
Customer Care Team

Good day,
Thank you for your letter. We have also received it directly.
One of our Customer Care Representatives is currently reviewing your booking and will contact you with further details. 
Thank you.
Best regards,
Customer Care Team

Good day,
Thank you for your message.
As discussed with our Customer Care Representative, we have investigated your file and complaint. Even if there was a modification on 1 single letter, the procedure remains the same and the Airline was already closed as it was a Sunday. This is not something...

in out control. There is more than one Airline involved in this booking therefore this is the reason it was not allowed. 
The recommendation was to cancel the reservation and book a new one with the help our agent. 
There is nothing further we can offer here, therefore we consider the file closed. 
Best regards,
Customer Care Team

Good day,
Thank you for your message. 
As discussed with our Customer Care Representative, we reviewed your booking and have contacted the Insurance company on your behalf. They have refused your claim, it could not be covered based on the date it was purchased relative to the...

storm. 
Our agent has advised you how to request a refund or Future Travel Credit from the airline direct in this matter. 
We do apologize for the inconvenience this storm has caused.
There is nothing further we can offer and consider the file closed. 
Best regards,
Customer Care Team

Good day,
Thank you for your message. 
As mentioned by our Customer Care Representative, we have tried to explain the reason why the date was different. We have also escalated it to our IT department to review as well in case it is something they can manage. 
If you would like for our...

team to assist in an exchange, please do reply to the email from our agent.
There is no further action we can provide, therefore we consider the file closed.
Best regards,
Customer Care Team

Good day,
Thank you for your message. 
As discussed with our Customer Care Representative, we have reviewed your file. There was a modification fee that was charged and refunded back in February.  I have sent a copy of your invoice to the email address provided for your...

review. 
There is no further action provided, therefore we consider the file resolved. 
Best regards,
Customer Care Team

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, Tracy [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me. Sincerely, Mayumi[redacted]

Good day,
Thank you for your message. 
One of our Customer Care Representatives is currently reviewing your booking. We will revert back shortly with our findings.
Best regards,
Customer Care Team