Good day,
Thank you for your message.
One of our Customer Care Representatives is currently reviewing your complaint and booking.
We will revert back shortly. We thank you for your patience.
best regards,
Customer Care team
Good day,
Thank you for your message.
As discussed with our Customer Care Representative, we have investigated your complaints and have offered to have the tickets re-issued with the fees removed. The tickets were already sent to you with approval.
There is no further action we can provide...
therefore we consider the file resolved.
Best regards,
Customer Care Team
Complaint: [redacted]I am rejecting this response because: Besides that [redacted] did not do anything to resolve the problems, I also did not get a possibility to reserve seats. The original seat reservations that I had chosen during the booking for the 3 flights to the destination are gone. I did not get a chance to create new seat reservations.Sincerely,[redacted]
Good day,
Thank you for your message.
As mentioned by our Customer Care Representative, we would need a copy of your invoice showing the extra charge so we can investigate with the airline. We have no record of this on our end.
Without this receipt we are unable to move forward and...
will need to close the file.
We await your receipt.
Best regards,
Customer Care Team
Good day,
Thank you for your message and feedback.
One of our Customer Care Representatives has reviewed your booking and has confirmed the fees to you in detail in her email. You have three charges showing up that were the ticket, the cancellation fees and the difference in the fare...
with the changes.
You may attempt your claim with your insurance on this matter with your medical note.
There is no further action we can provide, therefore we consider the file closed.
Best regards,
Customer Care team
Complaint: [redacted]I am rejecting this response because: Justfly returned the ticket cost minus the cancellation charges of $600. Per my last conversation with them, they are supposed to send $600 via [redacted]. I have not yet received the amount. Unless that's done, I do not consider this item as resolved. Sincerely,[redacted]
Good day,Thank you once again for your message.As previously stated, the ticket was only voidable until midnight the date of booking according to the laws and fare rules provided. We have offered all that we could to help rectify this situation for you and have removed the fees already.There is nothing further we can action here besides applying your credit for a new flight. We 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 listened to the call recording to further investigate. The agent on the call had clearly stated the additional cost on top of the credit that was available and made a full recap of the details at...
the end of the call to
which was approved by yourself. There was also a mention to use the same credit card on file when confirming.
As we apologize for any inconvenience on your end, our agents have done their part in the explanation of the details which again were approved.
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 per the discussion with our Customer Care Representative, we were able to split the file for you as requested. As advised, you would need to call before the departure date to authorize a cancellation of the old booking.
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 and feedback.
As mentioned by one of our Customer Care Representatives, we mention in our Terms and Conditions that our prices are subject to change at any moment until the ticket is issued. We are an agency and rely on the prices that come from the airlines....
These prices changes frequently.
As we apologize for the inconvenience, there is no refund or credit we can provide.
We consider the file closed.
Best regards,
Customer Care Team
Good day.
Thank you for your message and feedback.
The fees that are charged for a cancellation are from the airline. As an agency, we abide by the rules of a ticket that are set from the airlines. As seen in our Terms and Conditions, there is also a modification fee with any changes made to a...
booking.
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.
We have verified with the airline and their medical department for these types of situations and there was no decision taken as of yet for a refund. We are not able to refund without this authorization from them.
Once we get this response from...
them with approval, we can then move ahead.
We will revert back shortly.
Best regards,
Customer Care Team
Complaint: [redacted]I am rejecting this response because: Why should I pay more money for a mistake made by the business? The date for the flight has already passed and my son was unable to come. I want the business to reimburse my money for his ticket.Sincerely,[redacted]
Good day,
Thank you for your email.
One of our Customer care Representatives has tried to reach out a couple times to no avail. Upon verification of your booking, there was no overcharge taken. This booking is a multi-ticket which means that you have two types of one outbound and one inbound rate....
The tickets for the outbound amount to $ 304.40 and the inbound ticket totals $ 207.60 but its total bill is $ 512.00.We have sent you the details.
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 the file. As you mentioned, you booked the ticket within 24 hours of departure and may not had time to read the terms of the ticket. As stated, there are the details of checking in on...
our Booking Confirmation as follows:
check in time before the flight is mentioned on your booking that we recommend you to check in online and also we recommend you at the airport to check in before the flight 90 minutes before the flight please here find below copy
WHEN DO I NEED TO CHECK IN FOR MY FLIGHT?
We recommend you first check in for your flight online, on your airline’s website. Then, at the airport, we recommend you check in 90 minutes before your scheduled departure for domestic flights and 3 hours before your scheduled departure for international flights. Keep in mind that these are general guidelines. You may want to allow extra time to check in at the airport during peak travel times like major holidays or in the event of bad weather. And don’t forget to check local traffic conditions for your trip to the airport.
As we apologize for this inconvenient mishap, we are not able to compensate you as you are requesting.
We are not able to provide further action 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 and this was an issue with your bank. They had flagged the booking as a Fraud therefore it was cancelled on our end as the transaction couldn't go through. You would need to...
work with your
bank to finalize this.
There is no further action we can provide as this was not our error. We consider the file closed.
Best regards,
Customer Care Team
Complaint: [redacted]I am rejecting this response because:
Based on our agreement over the phone, the following money is to be refunded to my credit card:
1. $150 per ticket for the additional cancellation charges that were charged to my credit card without my consent, totaling $600.
2. $172.88 per ticket refund from the airline, totaling $691.52
3. $663 per ticket refund from Justfly, totaling $2,652
In total, I hope to receive at minimum the total sum of $3,943.52. The only amount that will not be returned is $127.76 as this was the cancellation fee I paid at the time of booking to allow me to cancel the ticket at any time.
While refund number 1 and 3 outlined above will be issued between the next 5-10 business days, refund number 2 from the airline may take 6-8 weeks.
However, to date I have only received the $691.52 from the airline [redacted]) and the $600 from Justfly which were deducted from my credit card without my consent. However, I am still awaiting to receive the bulk of the money, approximately $2,652. It was promised that I would receive this money 5-10 business days.
Sincerely,[redacted]
Good day [redacted]
As per your conversation and email with our Customer Care Representative, she clearly explained how the fair rules and cancellation policies are applied.
Here is a little synopsis:
1. Free Cancellation: This is a special feature to be able to cancel the reservation free of charge within 4 hrs. free of charge or with a minor fee after the first 4 hrs. This is a clickable feature which you should have read to be fully aware what are the conditions of the free cancellation. This is the quote that explains the free cancellation:
In the event that you need to make changes to your travel arrangements, we've got you covered! our customer care specialist are available to you 24/7 for assistance with refunds and cancellations. Should you choose to book today, you might have the option to cancel your booking for free within 4 hours or for a minor fee within 24 hours. your booking for free within 4 hours or for a minor fee within 24 hours.
2. No email confirmation: This is to confirm that we had send 2 emails to your email address as per below screenshot.
[redacted]
View Email
Resend this Email
[redacted]
3. Charged more than previously quoted: On Apr,18th, [redacted] called Just fly to cancel the reservation at 21:35 est. He was advised that the ticket is refundable, but the Airline will have to collect their fees and Justfly fees will be charged on top of this transaction with the amount of 150.00.
As per our Terms & conditions, the following is applicable:
However, please be aware that even if your cancellation is allowed and your reservation is thus refundable, it is subject to a cancellation fee of $150.00 per passenger for international flights, $125 for trans-border flights between Canada and the USA and $75 for domestic flights. There may also be additional fees charged by any third-party suppliers (e.g., airlines, hotels, cruise lines, etc.) included in your reservation.
The Airline penalty is clearly mentioned in the fare rules of the reservation in YOUR ITINERARY section.
If the ticket is refundable or nonrefundable, how much is the penalty for cancellation or in case of changing before / after departure.
I hope that I have answered to all your queries.
In order to refund the tickets, we should cancel the reservation 24 hrs. before departure, otherwise the ticket will be forfeited.
The amount of funds that will be credited to your credit card will be 414.00$ & we'll charge your credit card Just fly modification fees which is 150$.
Should you need any further assistance, please don't hesitate to email or call us.
Best regards,
Customer Care Team
– Still missing information on this one. Will revert back shortly.
Good day,
Thank you for your message.
One of our Customer Care Representatives is currently reviewing your complaint and booking.
We will revert back shortly. We thank you for your patience.
best regards,
Customer Care team
Good day,
Thank you for your message.
As discussed with our Customer Care Representative, we have investigated your complaints and have offered to have the tickets re-issued with the fees removed. The tickets were already sent to you with approval.
There is no further action we can provide...
therefore we consider the file resolved.
Best regards,
Customer Care Team
Complaint: [redacted]I am rejecting this response because: Besides that [redacted] did not do anything to resolve the problems, I also did not get a possibility to reserve seats. The original seat reservations that I had chosen during the booking for the 3 flights to the destination are gone. I did not get a chance to create new seat reservations.Sincerely,[redacted]
Good day,
Thank you for your message.
As mentioned by our Customer Care Representative, we would need a copy of your invoice showing the extra charge so we can investigate with the airline. We have no record of this on our end.
Without this receipt we are unable to move forward and...
will need to close the file.
We await your receipt.
Best regards,
Customer Care Team
Good day,
Thank you for your message and feedback.
One of our Customer Care Representatives has reviewed your booking and has confirmed the fees to you in detail in her email. You have three charges showing up that were the ticket, the cancellation fees and the difference in the fare...
with the changes.
You may attempt your claim with your insurance on this matter with your medical note.
There is no further action we can provide, therefore we consider the file closed.
Best regards,
Customer Care team
Complaint: [redacted]I am rejecting this response because: Justfly returned the ticket cost minus the cancellation charges of $600. Per my last conversation with them, they are supposed to send $600 via [redacted]. I have not yet received the amount. Unless that's done, I do not consider this item as resolved. Sincerely,[redacted]
Complaint: [redacted]I am rejecting this response because: My bank had to retrieve my funds.Sincerely,[redacted]
Good day,Thank you once again for your message.As previously stated, the ticket was only voidable until midnight the date of booking according to the laws and fare rules provided. We have offered all that we could to help rectify this situation for you and have removed the fees already.There is nothing further we can action here besides applying your credit for a new flight. We 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 listened to the call recording to further investigate. The agent on the call had clearly stated the additional cost on top of the credit that was available and made a full recap of the details at...
the end of the call to
which was approved by yourself. There was also a mention to use the same credit card on file when confirming.
As we apologize for any inconvenience on your end, our agents have done their part in the explanation of the details which again were approved.
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 per the discussion with our Customer Care Representative, we were able to split the file for you as requested. As advised, you would need to call before the departure date to authorize a cancellation of the old booking.
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 and feedback.
As mentioned by one of our Customer Care Representatives, we mention in our Terms and Conditions that our prices are subject to change at any moment until the ticket is issued. We are an agency and rely on the prices that come from the airlines....
These prices changes frequently.
As we apologize for the inconvenience, there is no refund or credit we can provide.
We consider the file closed.
Best regards,
Customer Care Team
Good day.
Thank you for your message and feedback.
The fees that are charged for a cancellation are from the airline. As an agency, we abide by the rules of a ticket that are set from the airlines. As seen in our Terms and Conditions, there is also a modification fee with any changes made to a...
booking.
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.
We have verified with the airline and their medical department for these types of situations and there was no decision taken as of yet for a refund. We are not able to refund without this authorization from them.
Once we get this response from...
them with approval, we can then move ahead.
We will revert back shortly.
Best regards,
Customer Care Team
Complaint: [redacted]I am rejecting this response because: Why should I pay more money for a mistake made by the business? The date for the flight has already passed and my son was unable to come. I want the business to reimburse my money for his ticket.Sincerely,[redacted]
Good day,
Thank you for your email.
One of our Customer care Representatives has tried to reach out a couple times to no avail. Upon verification of your booking, there was no overcharge taken. This booking is a multi-ticket which means that you have two types of one outbound and one inbound rate....
The tickets for the outbound amount to $ 304.40 and the inbound ticket totals $ 207.60 but its total bill is $ 512.00.We have sent you the details.
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 the file. As you mentioned, you booked the ticket within 24 hours of departure and may not had time to read the terms of the ticket. As stated, there are the details of checking in on...
our Booking Confirmation as follows:
check in time before the flight is mentioned on your booking that we recommend you to check in online and also we recommend you at the airport to check in before the flight 90 minutes before the flight please here find below copy
WHEN DO I NEED TO CHECK IN FOR MY FLIGHT?
We recommend you first check in for your flight online, on your airline’s website. Then, at the airport, we recommend you check in 90 minutes before your scheduled departure for domestic flights and 3 hours before your scheduled departure for international flights. Keep in mind that these are general guidelines. You may want to allow extra time to check in at the airport during peak travel times like major holidays or in the event of bad weather. And don’t forget to check local traffic conditions for your trip to the airport.
As we apologize for this inconvenient mishap, we are not able to compensate you as you are requesting.
We are not able to provide further action 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 and this was an issue with your bank. They had flagged the booking as a Fraud therefore it was cancelled on our end as the transaction couldn't go through. You would need to...
work with your
bank to finalize this.
There is no further action we can provide as this was not our error. We consider the file closed.
Best regards,
Customer Care Team
Complaint: [redacted]I am rejecting this response because:
Based on our agreement over the phone, the following money is to be refunded to my credit card:
1. $150 per ticket for the additional cancellation charges that were charged to my credit card without my consent, totaling $600.
2. $172.88 per ticket refund from the airline, totaling $691.52
3. $663 per ticket refund from Justfly, totaling $2,652
In total, I hope to receive at minimum the total sum of $3,943.52. The only amount that will not be returned is $127.76 as this was the cancellation fee I paid at the time of booking to allow me to cancel the ticket at any time.
While refund number 1 and 3 outlined above will be issued between the next 5-10 business days, refund number 2 from the airline may take 6-8 weeks.
However, to date I have only received the $691.52 from the airline [redacted]) and the $600 from Justfly which were deducted from my credit card without my consent. However, I am still awaiting to receive the bulk of the money, approximately $2,652. It was promised that I would receive this money 5-10 business days.
Sincerely,[redacted]
Good day [redacted]
As per your conversation and email with our Customer Care Representative, she clearly explained how the fair rules and cancellation policies are applied.
Here is a little synopsis:
1. Free Cancellation: This is a special feature to be able to cancel the reservation free of charge within 4 hrs. free of charge or with a minor fee after the first 4 hrs. This is a clickable feature which you should have read to be fully aware what are the conditions of the free cancellation. This is the quote that explains the free cancellation:
In the event that you need to make changes to your travel arrangements, we've got you covered! our customer care specialist are available to you 24/7 for assistance with refunds and cancellations. Should you choose to book today, you might have the option to cancel your booking for free within 4 hours or for a minor fee within 24 hours. your booking for free within 4 hours or for a minor fee within 24 hours.
2. No email confirmation: This is to confirm that we had send 2 emails to your email address as per below screenshot.
[redacted]
View Email
Resend this Email
[redacted]
3. Charged more than previously quoted: On Apr,18th, [redacted] called Just fly to cancel the reservation at 21:35 est. He was advised that the ticket is refundable, but the Airline will have to collect their fees and Justfly fees will be charged on top of this transaction with the amount of 150.00.
As per our Terms & conditions, the following is applicable:
However, please be aware that even if your cancellation is allowed and your reservation is thus refundable, it is subject to a cancellation fee of $150.00 per passenger for international flights, $125 for trans-border flights between Canada and the USA and $75 for domestic flights. There may also be additional fees charged by any third-party suppliers (e.g., airlines, hotels, cruise lines, etc.) included in your reservation.
The Airline penalty is clearly mentioned in the fare rules of the reservation in YOUR ITINERARY section.
If the ticket is refundable or nonrefundable, how much is the penalty for cancellation or in case of changing before / after departure.
I hope that I have answered to all your queries.
In order to refund the tickets, we should cancel the reservation 24 hrs. before departure, otherwise the ticket will be forfeited.
The amount of funds that will be credited to your credit card will be 414.00$ & we'll charge your credit card Just fly modification fees which is 150$.
Should you need any further assistance, please don't hesitate to email or call us.
Best regards,
Customer Care Team