I have been contacted by Justfly and the charging dispute has been resolved directly and the Revdex.com complaint was referenced in their email contact to me.
Complaint: [redacted]I am rejecting this response because the reply I received via email is not...
acceptable.
Dear Ms [redacted],
Please accept my apologies for the delay in following up the comments you submitted to Revdex.com. I regret that we provided you with a poor customer experience. I am sorry to see that you have not received the last e-mail with the screenshot of your reservation, please find attached the document. As you will see, unfortunately, you have chosen, accepted and paid the amount of $ 182.90 which exactly corresponds to the price of your reservation in Basic Economy.
Despite all the efforts we make to provide the customer service quality you deserve, you will understand that we have to follow the airlines rules concerning changes or cancellation on booking. And in this case, after the ticket is issued it is not permitted by the airline to make any change that is why our agent first, recommended to cancel the booking within the 24 hours window allowed by the airline.
I regret that you have had this experience and please do not hesitate to contact me if you need further assistance.
Kind regards
[redacted]
Here is what I have replied to them:
Good Afternoon,
You personally made a promise to call me so I would not have to wait for hours on hold again, since I have already done so with your representatives several times. You have failed to honor what I paid for which was a standard economy seat - shown here for $194.85. This includes the airline seat selection which is only available when you choose to upgrade to the standard economy seat.
Your company has disappointed me on multiple levels and I reached out to the Revdex.com as a last resort. One of your representatives did credit me $11.95 after she explained my seat selection would not be honored. I even offered multiple times to even pay your company an additional $20 on top of the forty-eight dollars of upgrades and fees (shown on the original booking) just to allow your company to fix the mistake you made, but this was also refused.
I will contact the Revdex.com in regards to your email reply as I am now asking for my baggage fees to be recouped since your company should have honored what I paid for. I expect the $20.00 standard upgrade fee to be refunded as well as $50.00 in baggage fees that I had to pay [redacted] for your company's error.
I have also made a point to tell my community of fans not to book with JustFly.Com and I have a large fan base as this event I attended was for business.
Sincerely,
[redacted]
Good day,
Thank you for your message.
As per your discussion with our Customer Care Representative, we have reviewed your file and complaint. We have informed you that there will be a full refund for the duplicate booking coming from the airline. This may take up to 8 weeks to be put back on your...
credit card.
There is no further action we can provide, therefore we consider the file resolved.
Again, thank you for your feedback.
Best regards,
Customer Care Team
Complaint: [redacted]I am rejecting this response because:refund was not received. as previously stated...this business needs to be shut down. seriously. Sincerely,[redacted]
Complaint: [redacted]I am rejecting this response because: I'm not receiving a response from the actual owner(s), but through employed staff members. If I don't hear anything in regards to a refund (nothing less) within the 7th of April 2018 I will have exhausted all avenues and will be seeking Legal assistance as I have worked for a Legal service for more then 4 years with over 23 Esq. in which I'm sure one or more would be of interest to represent me under contingency. I'm sorry, but your not in your right's to with hold funds paid in advance for services not rendered. Sincerely,Jack[redacted]
[redacted] - We are awaiting the refund from the airline. There is no action we can provide at the moment. This suppliers is known to have a very large delay. Minimum of 4 months.
Good day,
As previously stated, we were able to make the changes although the price of the tickets are always subject to change from day to day. There was also a confirmation e-ticket that was sent out to you.
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:
Justfly.com does not acknowledge my refund or the timeframe in which my that my compensation will be issued, which was promised within a 3-5 week delivery, which they have failed to deliver.
Sincerely,[redacted]
As stated previously, we reviewed all the notes and there was no error made by our agents. There were penalty fees attached to the cancellation as there is on any cancellation.
Our phone agent gave all the details and options to the passenger and there was a verbal agreement to cancel. Once this action is done, the fees would apply and there would not be any way to reverse this action. The tickets have already been refunded and the passenger is attempting to get the penalties refunded as well.
There is no action we can provide here therefore we consider it closed.
Good day,
Thank you for your message and feedback.
As mentioned by our Customer Care Representative, we have reviewed the booking details. We are not able to know the reason why the card was declined. This is an automated system that reads the card. We would recommend once again to verify...
with your bank for those details.
The prices can change at any time therefore for a search today will not be the same as yesterday or tomorrow. We are an agency that are not the ones in charge of pricing the tickets we offer. If you wish to have assistance in finding a flight you may response back to the email that our agent wrote to you. We are not able to offer you compensation in this matter.
There is no further action we can provide, therefore we consider the file closed.
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. I have received my refund at this time.Sincerely, Jessica [redacted]
As mentioned by our Customer Care Representative, we have reviewed your complaint and booking and have already refunded the ticket amount. You will received this amount back within the 2 next billing cycles.
Concerning the second booking to London, this ticket is...
non-refundable and we are not able refund.
There is no further action we can provide, therefore we consider the file closed.
Good day! Thank you for your message. As per the discussion with our Customer Care Representative, we are listening to the call to investigate further. The ticket is non-refundable but we are looking into what was told to you by the phone agent. We will revert back shortly with a resolution. Best regards Customer Care Team
Good day,
Thank you fr your message and feedback.
One of our Customer Care Representatives is currently trying to get the best options for you concerning your booking.
We will revert back shortly with a response.
Best regards,
Customer Care Team
Good day,
Thank you for your message.
One of our Customer Care Representatives is working on your file.
We will revert back shortly with our findings.
Best regards,
Customer Care Team
Good day,
Thank you for your message.
As discussed with one of our Customer Care Representative, we have investigated your compliant and booking. As you have heard as well from the call recording, there was a mistake made on your part when requesting the dates of travel. You have confirmed that...
this was your error.
The only compensation we can provide is the amount of the unused taxes as previously mentioned which has been processed.
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 have reviewed your booking. This booking was made by yourself at the time of booking. There is a review page available before confirming to avoid these types of errors.
That being said, our...
agent is attempting on your behalf to get a refund for this ticket as you were denied boarding. There is no guarantee.
We will revert back once we have some feedback.
Best regards,
Customer Care Team
Good day,
There are no details in this complaint, nor an attachment as stated. Can we get the attachment to assist the passenger please.
Thank you!
Sandy
Good day sir,
As previously mentioned, this ticket that you have purchases is a non-refundable ticket. We as an agency...
do not make the fare rules nor can we break them unfortunately. As we appreciate the predicament and situation, we are still unable to get you the refund you are seeking due to this non-refundable ticket.
There is no further action required on our part, so we consider this file resolved.Should you have any additional questions, please do not hesitate to contact our Support Center.Kind regards,Customer Care Team
I have been contacted by Justfly and the charging dispute has been resolved directly and the Revdex.com complaint was referenced in their email contact to me.
Thank you,
[redacted]
Complaint: [redacted]I am rejecting this response because the reply I received via email is not...
acceptable.
Dear Ms [redacted],
Please accept my apologies for the delay in following up the comments you submitted to Revdex.com. I regret that we provided you with a poor customer experience. I am sorry to see that you have not received the last e-mail with the screenshot of your reservation, please find attached the document. As you will see, unfortunately, you have chosen, accepted and paid the amount of $ 182.90 which exactly corresponds to the price of your reservation in Basic Economy.
Despite all the efforts we make to provide the customer service quality you deserve, you will understand that we have to follow the airlines rules concerning changes or cancellation on booking. And in this case, after the ticket is issued it is not permitted by the airline to make any change that is why our agent first, recommended to cancel the booking within the 24 hours window allowed by the airline.
I regret that you have had this experience and please do not hesitate to contact me if you need further assistance.
Kind regards
[redacted]
Here is what I have replied to them:
Good Afternoon,
You personally made a promise to call me so I would not have to wait for hours on hold again, since I have already done so with your representatives several times. You have failed to honor what I paid for which was a standard economy seat - shown here for $194.85. This includes the airline seat selection which is only available when you choose to upgrade to the standard economy seat.
Your company has disappointed me on multiple levels and I reached out to the Revdex.com as a last resort. One of your representatives did credit me $11.95 after she explained my seat selection would not be honored. I even offered multiple times to even pay your company an additional $20 on top of the forty-eight dollars of upgrades and fees (shown on the original booking) just to allow your company to fix the mistake you made, but this was also refused.
I will contact the Revdex.com in regards to your email reply as I am now asking for my baggage fees to be recouped since your company should have honored what I paid for. I expect the $20.00 standard upgrade fee to be refunded as well as $50.00 in baggage fees that I had to pay [redacted] for your company's error.
I have also made a point to tell my community of fans not to book with JustFly.Com and I have a large fan base as this event I attended was for business.
Sincerely,
[redacted]
Good day,
Thank you for your message.
As per your discussion with our Customer Care Representative, we have reviewed your file and complaint. We have informed you that there will be a full refund for the duplicate booking coming from the airline. This may take up to 8 weeks to be put back on your...
credit card.
There is no further action we can provide, therefore we consider the file resolved.
Again, thank you for your feedback.
Best regards,
Customer Care Team
Complaint: [redacted]I am rejecting this response because:refund was not received. as previously stated...this business needs to be shut down. seriously. Sincerely,[redacted]
Complaint: [redacted]I am rejecting this response because: I'm not receiving a response from the actual owner(s), but through employed staff members. If I don't hear anything in regards to a refund (nothing less) within the 7th of April 2018 I will have exhausted all avenues and will be seeking Legal assistance as I have worked for a Legal service for more then 4 years with over 23 Esq. in which I'm sure one or more would be of interest to represent me under contingency. I'm sorry, but your not in your right's to with hold funds paid in advance for services not rendered. Sincerely,Jack[redacted]
[redacted] - We are awaiting the refund from the airline. There is no action we can provide at the moment. This suppliers is known to have a very large delay. Minimum of 4 months.
Good day,
As per the conversation with our Customer Care Representative, he advised you of the options you had to make the changes that you have refused.
There is a process to make changes, and while we obtain the waiver to refund the old one, you could make a new reservation. If...
you would like to make that reservation, please do not hesitate to contact us.
At this time we consider this file resolved.Kind regards,Customer Care Team
Good day,
As previously stated, we were able to make the changes although the price of the tickets are always subject to change from day to day. There was also a confirmation e-ticket that was sent out to you.
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:
Justfly.com does not acknowledge my refund or the timeframe in which my that my compensation will be issued, which was promised within a 3-5 week delivery, which they have failed to deliver.
Sincerely,[redacted]
As stated previously, we reviewed all the notes and there was no error made by our agents. There were penalty fees attached to the cancellation as there is on any cancellation.
Our phone agent gave all the details and options to the passenger and there was a verbal agreement to cancel. Once this action is done, the fees would apply and there would not be any way to reverse this action. The tickets have already been refunded and the passenger is attempting to get the penalties refunded as well.
There is no action we can provide here therefore we consider it closed.
Good day,
Thank you for your message and feedback.
As mentioned by our Customer Care Representative, we have reviewed the booking details. We are not able to know the reason why the card was declined. This is an automated system that reads the card. We would recommend once again to verify...
with your bank for those details.
The prices can change at any time therefore for a search today will not be the same as yesterday or tomorrow. We are an agency that are not the ones in charge of pricing the tickets we offer. If you wish to have assistance in finding a flight you may response back to the email that our agent wrote to you. We are not able to offer you compensation in this matter.
There is no further action we can provide, therefore we consider the file closed.
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. I have received my refund at this time.Sincerely, Jessica [redacted]
Good day,
As mentioned by our Customer Care Representative, we have reviewed your complaint and booking and have already refunded the ticket amount. You will received this amount back within the 2 next billing cycles.
Concerning the second booking to London, this ticket is...
non-refundable and we are not able refund.
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 are listening to the call to investigate further. The ticket is non-refundable but we are looking into what was told to you by the phone agent. We will revert back shortly with a resolution. Best regards Customer Care Team
Good day,
Thank you fr your message and feedback.
One of our Customer Care Representatives is currently trying to get the best options for you concerning your booking.
We will revert back shortly with a response.
Best regards,
Customer Care Team
Good day,
Thank you for your message.
One of our Customer Care Representatives is working on your file.
We will revert back shortly with our findings.
Best regards,
Customer Care Team
Good day,
Thank you for your message.
As discussed with one of our Customer Care Representative, we have investigated your compliant and booking. As you have heard as well from the call recording, there was a mistake made on your part when requesting the dates of travel. You have confirmed that...
this was your error.
The only compensation we can provide is the amount of the unused taxes as previously mentioned which has been processed.
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 have reviewed your booking. This booking was made by yourself at the time of booking. There is a review page available before confirming to avoid these types of errors.
That being said, our...
agent is attempting on your behalf to get a refund for this ticket as you were denied boarding. There is no guarantee.
We will revert back once we have some feedback.
Best regards,
Customer Care Team
Good day,
There are no details in this complaint, nor an attachment as stated. Can we get the attachment to assist the passenger please.
Thank you!
Sandy
Good day sir,
As previously mentioned, this ticket that you have purchases is a non-refundable ticket. We as an agency...
do not make the fare rules nor can we break them unfortunately. As we appreciate the predicament and situation, we are still unable to get you the refund you are seeking due to this non-refundable ticket.
There is no further action required on our part, so we consider this file resolved.Should you have any additional questions, please do not hesitate to contact our Support Center.Kind regards,Customer Care Team