Good day,
Thank you for your message.
One of our Customer Care Representatives is reviewing your complaint and booking. We will revert back shortly with our findings.
Best regards,
Customer Care Team
Complaint: [redacted]I am rejecting this response because: although I can empathy with the complications JustFly may have with their supplier, I remain firm that this level of customer service is unacceptable in any standard. As a consumer I am expected to pay my balance immediately for the services I seek, the excuse that my bank has an unusually long period of time to pay is no excuse. This type of injustice should be illegal and may have to be my next course of action. Maybe legal representation can assist in changing laws and regulations to protect consumers from business predatory actions. I am curious to know what happens to refunds of individual who do not speak up and defend their consumer's rights. My refund was started back in November 2017, I am at the minimum processing time to get my refund, and all I got from the company before this message was to wait 4-6 weeks for processing. What does a customer who paid a service that need to be cancelled due to the companies inability to deliver the service to get a refund? Or is the intent of the company to keep this money if the customer does not demand their refund? Many questions, not at all positive, arise in my head of how this company performs business.Sincerely,Leonardo [redacted]
As discussed with our Customer Care Representative, after several attempts to find you the perfect itinerary, there was an agreement on the best one possible. The tickets were already exchanged and sent to you.
As mentioned, we cannot guarantee the lounge access as this is out of our realm of responsibilities although the request has been put in for your convenience. You will get a message back once we get a confirmation from the airline.
There is no further action we can provide from our side, therefore we consider the file resolved.
Should you require any additional information, please do not hesitate to contact our Support Center.Kind regards,
Customer Care Team
Good day,
Thank you for your message.
As discussed with our customer care representative, in the time frame that you called within, they will always suggest to void/cancel the ticket and purchase a new one as there are no fees involved. AS per the customer service aspect, we apologize for...
any inconvenience
that was cause. We have offered to waive the modification fees to the change of date. We are awaiting your respond to proceed.
Best regards,
Customer Care Team
Good day,
Thank you for your message and feedback.
We do apologize for the inconvenience of this situation. We do see that the names was combined but cannot acknowledge that it was done by our agent. The booking was indeed voided and no fees were charged. This is a authorization taken on...
your card that is out of our control to release even if we wanted to. You could see with your bank if there is a way to speed this process up to help in your next purchase.
One again, we do apologize but there is nothing further we can do for you and consider this file closed.
Best regards,
Customer Care Team
Good day,
Thank you for your message.
As mentioned by one of our Customer Care Representatives, we have reviewed the booking the cancellation was your decision as the exchange for a schedule change was not a good fit for your travel plans. There was a cancellation fee that was charged for this as...
our terms state.
The refund of your ticket price was processed therefore will show up on your statement within a couple weeks.
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 have not received the refund yet which according to the letter should be by the end of last week. I still believe that it is [redacted]'s duty to follow up with the airline company if they fail to comply with the agreement since it is Justfly that has transactions with them and not me. I bought the tickets from [redacted] in good faith and not directly from the airline hence Justfly should be responsible for following up I dont consider the complaint close until I receive the refund
Sincerely,[redacted]
Good day,
Thank you for your message and feedback.
One of our Customer Care Representatives is currently reviewing your booking. We will revert back with a response shortly.
Thank you for your patience.
Best regards,
Customer Care Team
Bureau:I have reviewed the response made by the business in reference to complaint ID [redacted], I am still waiting for their final feed back, this is just to show that they have received the complaint and they are working on it. I hope they will resolve this matter because of their experience and let me assume that this is not a rare situation to them. Sincerely, Nahayu[redacted]
Thank you for your message and feedback. We will provide it to our IT team for the site.
That being said, the outcome still remains the same as we do not have your funds. We are an agency and the airline is the one that has charged you as you may see on your card. We are unable to refund a non-refundable ticket.
As we apologize for your inconvenience, we are unable to refund you and consider the file closed.
rejecting this response because:
The horrible business called and left me a message at 0530 in the morning saying the exact same thing they emailed me with, reciting their horrible and unfair business practices to me in a voice mail. They partially refunded my purchase, I am not satisfied with this company at all. Considering the way they treated me, their unrealistic and unreasonable business practices, and their lack of legitimate response to this substantive issue, they should be out of business all together. hopefully not before my full refund is issued though. They still owe me $130 some odd dollars. Sincerely,[redacted]
Good day,Thank you for your message.One of our Customer Care Representatives is currently reviewing your complaint and booking. Please allow us the chance to investigate this issue and we will revert back shortly with a response.Thank you in advance for your patience.Best regards,Customer care...
Complaint: [redacted]
I am rejecting this response because:[redacted] (California), I sent an email to Justfly regarding my progress in obtaining a document with a doctor's signature. I stated: I am still trying to reach the doctor to ask her to sign the document. I expect this to be done by 4/14. Thank you for your patience.I received a response from the business acknowledging my email, stating "we will wait the doctor's note."(There is really no response made by business yet to accept or reject, as they are awaiting a document from me.)I left a voicemail for [redacted], asking to confirm either by email or phone that this email was received, since I received an email stating I had 5 days to respond to email inquiry.
Sincerely,
[redacted]
Complaint: [redacted]I am rejecting this response because:
1. The issue was not resolved and it got to the point that it was no longer possible to resolve it. I was never contacted as promised when my son's change of ticket was approved. Every time I called to check, the price of the ticket went up. By the last time I called the company, the price to change my son's ticket was $1300. No one bothered to call me from the company to let me know that they finally did had "approval" to change my son's ticket. I had to call them back twice to find the result. When I was given the price of $1300, I requested to talk to a complain office, a costumer conflict resolution office, what ever the company has for similar situations. I was assure by a supervisor on the line, (this was around one o clock the weekend after memorial day weekend) that someone would return my call. In fact, the supervisor assured me that she would call me back by five that day to check whether the "complain" office contacted me. It is now June 16th and I am still waiting for that call.
What eventually happened is that all the economy tickets were sold out and there was no way for my 9 year old son to travel with my relatives which is what I was trying to do. Instead, I am now traveling with him on our original dates and my 13 year old daughter will fly as an unaccompanied minor. As a result, her ticker is now even more expensive and stressful. Oh, and I paid $250 dollars (no my mistake, I was given a discount of FIVE dollars as an insult on top of everything) for the "service" that I was provided with in order to do this change, in addition to the ticket price difference. The bottom line is this. I travel a lot, every year with multiple family members. This is the first time that I use justfly.com. I can assure you that it will be the last. To not even have the decency to return a call to a customer is simply unacceptable for a successful business. This one is shady at best. I will hold my breath until all three of us are sitting in that plane with valid tickets. Sincerely,[redacted]
Complaint: [redacted]I am rejecting this response because: When I cancel the tickets, you advertise that I will be able to select new tickets using my credit in your site, which is not true, I can only use the credit by calling you and in any case you add an extra fee, meaning that I'll repay the new tickets in full, so, the credit is just an illusion, for example:
- Ticket to London (price direct with the airline): 750USD
- Same ticket with justfly using the credit: 500USD fee (I never be told to have to pay a fee to re book using my credit) + 150USD (cancellation fee that I already paid) + 711USD (of 'imaginary' credit available) giving a total of 1361USD which is absurd, totally a scam of course.
I check directly with the airline, and for the first ticket that I bought a refund was available, meaning that Just Fly recover some money in my behalf when they cancelled the flight.
So,
- My claim is, I want to use the credit with a fair price, not that invented and inflated rates that Justfly is creating.
- I want to see my options in the site, since I'm not able to purchase any flight by my own since their site doesn't allow me to use my credit or see the rates, which is very suspicious, on their policies they mention that I will be able to select any new flight using my credit available, so this is not true at all, they want for me to make a phone call and then they search for me.
Sincerely,Nahum [redacted]
Good day,
Thank you for your message and our apologies for the inconvenience and lower than standard service you were offered.
As mentioned by our Customer Care Representative, we listened to the call recording and have offered a refund of the modification fees. This is due to the lack of...
clarification that was offered on the call.
This amount should appear within the next two weeks on your card.
Thank you for your feedback as we will utilize it for training purposed.
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 have investigated your booking and the ticket you purchased was non-refundable. As such it is non eligible for a refund, nor permitted for a travel credit unfortunately. These rules are...
written in our terms and
conditions when agreeing to booking a new reservation directly on our website or directly with and agent.
You may make a change to the booking but there will be penalty fees by the airline, agency fees as well as possible fare difference that will apply. You can process the change directly on our self-serve page or you can call our center and speak to an agent who can assist you at [redacted]
There is no further action we can provide at this moment, therefore we consider the file closed.
Best regards,
Customer Care Team
Good day,
Thank you for your message.
We have received your complaint and have reviewed your file. As mentioned by our phone agent, the coverage of [redacted] Insurance is past the Free-look period for cancellation. There was a 10 day period when booking that you had the option of cancelling this....
Not sure what happened to your confirmation email.
That being said, I have requested an exception on your behalf to have it cancelled and have already refunded it to your card.
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 reviewing your complaint and booking. We will revert back shortly with our findings.
Best regards,
Customer Care Team
Complaint: [redacted]I am rejecting this response because: although I can empathy with the complications JustFly may have with their supplier, I remain firm that this level of customer service is unacceptable in any standard. As a consumer I am expected to pay my balance immediately for the services I seek, the excuse that my bank has an unusually long period of time to pay is no excuse. This type of injustice should be illegal and may have to be my next course of action. Maybe legal representation can assist in changing laws and regulations to protect consumers from business predatory actions. I am curious to know what happens to refunds of individual who do not speak up and defend their consumer's rights. My refund was started back in November 2017, I am at the minimum processing time to get my refund, and all I got from the company before this message was to wait 4-6 weeks for processing. What does a customer who paid a service that need to be cancelled due to the companies inability to deliver the service to get a refund? Or is the intent of the company to keep this money if the customer does not demand their refund? Many questions, not at all positive, arise in my head of how this company performs business.Sincerely,Leonardo [redacted]
Good day [redacted],
As discussed with our Customer Care Representative, after several attempts to find you the perfect itinerary, there was an agreement on the best one possible. The tickets were already exchanged and sent to you.
As mentioned, we cannot guarantee the lounge access as this is out of our realm of responsibilities although the request has been put in for your convenience. You will get a message back once we get a confirmation from the airline.
There is no further action we can provide from our side, therefore we consider the file resolved.
Should you require any additional information, please do not hesitate to contact our Support Center.Kind regards,
Customer Care Team
Good day,
Thank you for your message.
As discussed with our customer care representative, in the time frame that you called within, they will always suggest to void/cancel the ticket and purchase a new one as there are no fees involved. AS per the customer service aspect, we apologize for...
any inconvenience
that was cause. We have offered to waive the modification fees to the change of date. We are awaiting your respond to proceed.
Best regards,
Customer Care Team
Good day,
Thank you for your message and feedback.
We do apologize for the inconvenience of this situation. We do see that the names was combined but cannot acknowledge that it was done by our agent. The booking was indeed voided and no fees were charged. This is a authorization taken on...
your card that is out of our control to release even if we wanted to. You could see with your bank if there is a way to speed this process up to help in your next purchase.
One again, we do apologize but there is nothing further we can do for you and consider this file closed.
Best regards,
Customer Care Team
Good day,
Thank you for your message.
As mentioned by one of our Customer Care Representatives, we have reviewed the booking the cancellation was your decision as the exchange for a schedule change was not a good fit for your travel plans. There was a cancellation fee that was charged for this as...
our terms state.
The refund of your ticket price was processed therefore will show up on your statement within a couple weeks.
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 have not received the refund yet which according to the letter should be by the end of last week. I still believe that it is [redacted]'s duty to follow up with the airline company if they fail to comply with the agreement since it is Justfly that has transactions with them and not me. I bought the tickets from [redacted] in good faith and not directly from the airline hence Justfly should be responsible for following up I dont consider the complaint close until I receive the refund
Sincerely,[redacted]
Good day,
Thank you for your message and feedback.
One of our Customer Care Representatives is currently reviewing your booking. We will revert back with a response shortly.
Thank you for your patience.
Best regards,
Customer Care Team
Better Business...
Bureau:I have reviewed the response made by the business in reference to complaint ID [redacted], I am still waiting for their final feed back, this is just to show that they have received the complaint and they are working on it. I hope they will resolve this matter because of their experience and let me assume that this is not a rare situation to them. Sincerely, Nahayu[redacted]
Good day,
Thank you for your message and feedback. We will provide it to our IT team for the site.
That being said, the outcome still remains the same as we do not have your funds. We are an agency and the airline is the one that has charged you as you may see on your card. We are unable to refund a non-refundable ticket.
As we apologize for your inconvenience, we are unable to refund you and consider the file closed.
Best regards,
Customer Care Team
Complaint: [redacted]I am...
rejecting this response because:
The horrible business called and left me a message at 0530 in the morning saying the exact same thing they emailed me with, reciting their horrible and unfair business practices to me in a voice mail. They partially refunded my purchase, I am not satisfied with this company at all. Considering the way they treated me, their unrealistic and unreasonable business practices, and their lack of legitimate response to this substantive issue, they should be out of business all together. hopefully not before my full refund is issued though. They still owe me $130 some odd dollars. Sincerely,[redacted]
Good day,Thank you for your message.One of our Customer Care Representatives is currently reviewing your complaint and booking. Please allow us the chance to investigate this issue and we will revert back shortly with a response.Thank you in advance for your patience.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 have offered the refund requested.
We apologize for any inconvenience that this situation may have caused you.
There is no further action we can provide, therefore we consider the file closed.
Best regards,
Customer care Team
To Revdex.com:
I want to inform you that today, May 21, 2017, I receive the check from [redacted] in the amount of $1110.08 as my ticket refund.
Thank you very much for your kind assistance.
[redacted]
Complaint: [redacted]
I am rejecting this response because:[redacted] (California), I sent an email to Justfly regarding my progress in obtaining a document with a doctor's signature. I stated: I am still trying to reach the doctor to ask her to sign the document. I expect this to be done by 4/14. Thank you for your patience.I received a response from the business acknowledging my email, stating "we will wait the doctor's note."(There is really no response made by business yet to accept or reject, as they are awaiting a document from me.)I left a voicemail for [redacted], asking to confirm either by email or phone that this email was received, since I received an email stating I had 5 days to respond to email inquiry.
Sincerely,
[redacted]
Complaint: [redacted]I am rejecting this response because:
1. The issue was not resolved and it got to the point that it was no longer possible to resolve it. I was never contacted as promised when my son's change of ticket was approved. Every time I called to check, the price of the ticket went up. By the last time I called the company, the price to change my son's ticket was $1300. No one bothered to call me from the company to let me know that they finally did had "approval" to change my son's ticket. I had to call them back twice to find the result. When I was given the price of $1300, I requested to talk to a complain office, a costumer conflict resolution office, what ever the company has for similar situations. I was assure by a supervisor on the line, (this was around one o clock the weekend after memorial day weekend) that someone would return my call. In fact, the supervisor assured me that she would call me back by five that day to check whether the "complain" office contacted me. It is now June 16th and I am still waiting for that call.
What eventually happened is that all the economy tickets were sold out and there was no way for my 9 year old son to travel with my relatives which is what I was trying to do. Instead, I am now traveling with him on our original dates and my 13 year old daughter will fly as an unaccompanied minor. As a result, her ticker is now even more expensive and stressful. Oh, and I paid $250 dollars (no my mistake, I was given a discount of FIVE dollars as an insult on top of everything) for the "service" that I was provided with in order to do this change, in addition to the ticket price difference. The bottom line is this. I travel a lot, every year with multiple family members. This is the first time that I use justfly.com. I can assure you that it will be the last. To not even have the decency to return a call to a customer is simply unacceptable for a successful business. This one is shady at best. I will hold my breath until all three of us are sitting in that plane with valid tickets. Sincerely,[redacted]
Complaint: [redacted]I am rejecting this response because: When I cancel the tickets, you advertise that I will be able to select new tickets using my credit in your site, which is not true, I can only use the credit by calling you and in any case you add an extra fee, meaning that I'll repay the new tickets in full, so, the credit is just an illusion, for example:
- Ticket to London (price direct with the airline): 750USD
- Same ticket with justfly using the credit: 500USD fee (I never be told to have to pay a fee to re book using my credit) + 150USD (cancellation fee that I already paid) + 711USD (of 'imaginary' credit available) giving a total of 1361USD which is absurd, totally a scam of course.
I check directly with the airline, and for the first ticket that I bought a refund was available, meaning that Just Fly recover some money in my behalf when they cancelled the flight.
So,
- My claim is, I want to use the credit with a fair price, not that invented and inflated rates that Justfly is creating.
- I want to see my options in the site, since I'm not able to purchase any flight by my own since their site doesn't allow me to use my credit or see the rates, which is very suspicious, on their policies they mention that I will be able to select any new flight using my credit available, so this is not true at all, they want for me to make a phone call and then they search for me.
Sincerely,Nahum [redacted]
Good day,
Thank you for your message and our apologies for the inconvenience and lower than standard service you were offered.
As mentioned by our Customer Care Representative, we listened to the call recording and have offered a refund of the modification fees. This is due to the lack of...
clarification that was offered on the call.
This amount should appear within the next two weeks on your card.
Thank you for your feedback as we will utilize it for training purposed.
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 have investigated your booking and the ticket you purchased was non-refundable. As such it is non eligible for a refund, nor permitted for a travel credit unfortunately. These rules are...
written in our terms and
conditions when agreeing to booking a new reservation directly on our website or directly with and agent.
You may make a change to the booking but there will be penalty fees by the airline, agency fees as well as possible fare difference that will apply. You can process the change directly on our self-serve page or you can call our center and speak to an agent who can assist you at [redacted]
There is no further action we can provide at this moment, therefore we consider the file closed.
Best regards,
Customer Care Team
Good day,
Thank you for your message.
We have received your complaint and have reviewed your file. As mentioned by our phone agent, the coverage of [redacted] Insurance is past the Free-look period for cancellation. There was a 10 day period when booking that you had the option of cancelling this....
Not sure what happened to your confirmation email.
That being said, I have requested an exception on your behalf to have it cancelled and have already refunded it to your card.
There is no further action we can provide, therefore we consider the file resolved.
Best regards,
Customer Care Team