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
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.
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
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