Complaint: [redacted]I am rejecting this response because: I had called the airline and they said it wasn't up to them to make the call about a refund since it was bought on a third party website. Sincerely,[redacted]
Good day,
Thank you for your message.
One of our Customer Care Representatives has reviewed your file and as she has mentioned, we do have the 4 hour cancellation policy which would be to avoid the modification/cancellation fees. However, the ticket is non-refundable as stated in the terms...
of the ticket at time of booking. We have waived this fee for your.
As stated, the ticket is valid for a credit for your future travel.
We apologize for the inconvenience but we need to abide by the airline fare rules.
There is no further action we can provide, therefore we consider the file closed.
Best regards,
Customer care Team
Good day,
As previously discussed, we have investigated this file and your complaint and all the details were provided as well as approved by yourself.
As we appreciate that this is not the resolve you wish to hear, there is nothing further we can provide as a solution.
We consider the file closed.
Best regards,
Customer Care Team
response because:
I am sorry, but this response after months is completely unacceptable I have telephone records from JustFly.com, and screen prints, where they put me on hold for over an hour on at least three occasions with someone from a foreign country JustFly, from my experience, attempts to make it as rigorous and impossible as they can to provide you with the service and/or refund they promise. Initially, they immediately stated they could not rebook our flight because it would have to be the EXACT SAME flight part as initially booked. When I explained it would be the same as my son was visiting his girlfriend at the University of South Carolina again, this is when they put me on hold for over an hour with someone barely speaking English Periodically, they would come back on and transfer me to hold another hour. I am in no manner exaggerating.
They FINALLY come back on the line after about the fifth call and hours later, after disconnecting me and state, “We are going to transfer you to American Airlines to help you.” As an intelligent individual that I am certain you are, you will likely understand when I tell you we booked through JustFly so American Airlines told us we would just have to pay for another flight through them JustFly was the company that needed to book it. I’m sorry but I hope you can see through these minimal responses with no detail that JustFly is simply taking their time, hoping we will just go away. It is the principle that you do not take advantage of people Where is ourcrefund? That is our response Clearly they have no interest in providing the refundable flight we paid for so we now want our refund for the flight in full I hope we do not need to wait yet another month for a response
Sincerely,
Amy[redacted]
Good day,
Thank you for your message.
As mentioned by our Customer Care Representative, we have reviewed your file and call to ensure what information was provided. All the possible options were mentioned.
In regards to the cancellation fee, it is normally 75$ we reduced it to 60$ and you...
accepted that, so therefore we cannot refund that amount. We had a four hour cancellation rule that you have referred to and this was the extended cancellation policy. This is no longer available on our website.
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.
One of our Customer Care Representatives is currently reviewing your booking. We will revert back shortly with our findings.
Best regards,
Customer Care Team
Good day,
Thank you for your message.
As discussed with our Customer Care Representative, we have reviewed the file and your comments. We apologize for the inconvenience and have offered the refund that you are requesting.
This cheque will be processed with our accounting department and...
will take up to two weeks to reach you.
There is no further action we can provide, therefore we consider the file resolved.
Best regards,
Customer Care Team
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
Complaint: [redacted]I am rejecting this response because: I had called the airline and they said it wasn't up to them to make the call about a refund since it was bought on a third party website. Sincerely,[redacted]
Good day,
Thank you for your message.
One of our Customer Care Representatives has reviewed your file and as she has mentioned, we do have the 4 hour cancellation policy which would be to avoid the modification/cancellation fees. However, the ticket is non-refundable as stated in the terms...
of the ticket at time of booking. We have waived this fee for your.
As stated, the ticket is valid for a credit for your future travel.
We apologize for the inconvenience but we need to abide by the airline fare rules.
There is no further action we can provide, therefore we consider the file closed.
Best regards,
Customer care Team
Good day,
As previously discussed, we have investigated this file and your complaint and all the details were provided as well as approved by yourself.
As we appreciate that this is not the resolve you wish to hear, there is nothing further we can provide as a solution.
We consider the file closed.
Best regards,
Customer Care Team
Complaint: [redacted]I am rejecting this...
response because:
I am sorry, but this response after months is completely unacceptable I have telephone records from JustFly.com, and screen prints, where they put me on hold for over an hour on at least three occasions with someone from a foreign country JustFly, from my experience, attempts to make it as rigorous and impossible as they can to provide you with the service and/or refund they promise. Initially, they immediately stated they could not rebook our flight because it would have to be the EXACT SAME flight part as initially booked. When I explained it would be the same as my son was visiting his girlfriend at the University of South Carolina again, this is when they put me on hold for over an hour with someone barely speaking English Periodically, they would come back on and transfer me to hold another hour. I am in no manner exaggerating.
They FINALLY come back on the line after about the fifth call and hours later, after disconnecting me and state, “We are going to transfer you to American Airlines to help you.” As an intelligent individual that I am certain you are, you will likely understand when I tell you we booked through JustFly so American Airlines told us we would just have to pay for another flight through them JustFly was the company that needed to book it. I’m sorry but I hope you can see through these minimal responses with no detail that JustFly is simply taking their time, hoping we will just go away. It is the principle that you do not take advantage of people Where is ourcrefund? That is our response Clearly they have no interest in providing the refundable flight we paid for so we now want our refund for the flight in full I hope we do not need to wait yet another month for a response
Sincerely,
Amy[redacted]
Good day,
Thank you for your message.
As mentioned by our Customer Care Representative, we have reviewed your file and call to ensure what information was provided. All the possible options were mentioned.
In regards to the cancellation fee, it is normally 75$ we reduced it to 60$ and you...
accepted that, so therefore we cannot refund that amount. We had a four hour cancellation rule that you have referred to and this was the extended cancellation policy. This is no longer available on our website.
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.
One of our Customer Care Representatives is currently reviewing your booking. We will revert back shortly with our findings.
Best regards,
Customer Care Team
Good day,
Thank you for your message.
As discussed with our Customer Care Representative, we have reviewed the file and your comments. We apologize for the inconvenience and have offered the refund that you are requesting.
This cheque will be processed with our accounting department and...
will take up to two weeks to reach you.
There is no further action we can provide, therefore we consider the file resolved.
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