Complaint: [redacted]
I am rejecting this response because:I do not want this compliant case to be closed as it is now. Justfly.com has been holding my the sum of $2273.06 ($1973.06 for tickets and seating fee from original purchase and $300 charge on 05/17/17) which I am trying to cancel with no or minimal cancellation fee. I was told by Justfly.com supervisor on 05/17/17 that I will be charged $750 for cancellation. As I have notified, I received a call from Justfly.com representative two weeks ago on 05/24/17 in which he mentioned that he will listen and review my conversation with the agent when the dispute occurred. I agreed that Justfly.com will be continue listening to our conversation with the intention of resolving this matter.
Sincerely,
[redacted]
Good day,
Thank you once again for your feedback.
We consider the file closed as we have offered the resolution you were seeking. If you have not received the refund in the time frame mentioned, then you can reach out to us or re-open the claim.
Best regards,
Customer Care team
Good day,Thank you for your message. As you know, we are already working on your file through several other complaints that you have sent in. Our Customer Care Representative has been trying to contact with you to great difficulty.
She has however provided you with the exchange quote...
several times. Please do get back to her in response to the email so we can complete the exchange.
Best regards,
Customer Care Team
Complaint:[redacted]
This was a good start but it has not been resolved yet. They reimbursed the amount we paid for guaranteed seats. Fine. (Of course, it is still a bad deal for our family that we got separated, but they are not going to address that.) For the much larger baggage fees, however, I have not heard anything since submitting the receipts. I'm not sure if they're just really slow writing the check, or if some mistake was made, but this definitely has not bee resolved yet.
This response by the business was sent on 11/6, and I responded that very same day per their request, attaching the baggage receipts and saying the following:
Thank you for your response. I appreciate it.
Attached please find the baggage receipts per your request.
Please let me know if you need anything else.
Since then there has been no communication until this message from Revdex.com.
Complaint: [redacted]
I am rejecting this response because I was told that when I called at 8am the next morning to cancel the flight (within 12 hours of booking) that I was early enough to cancel and was charged a fee to cancel. Regardless if this fee was refunded afterwards, you commited to refunding me and it is poor business practice to change your mind and cancel a refund. You can ensure your employees do not do this again but I am requesting a full refund for the amount of the flight.
Sincerely,
[redacted]
Complaint: [redacted]I am rejecting this response.
my...
concern is, the business will drag more time until I just lose track on this issue or I give up, I’ve been told that I’d Hear from them for many times since August.
please keep my case open until is resolved and all the credit refunded to me:Sincerely,[redacted]
We do apologize for all the back and forth but once again, we have the same response for you. We have sent over the invoice that shows the refund that was effected way back in May on the card provided.
There is no further action that we can take on our end and consider this file resolved.
Complaint: [redacted]I am rejecting this response because: I was told I would have a refund in 4 to 6 weeks. It has been 12 weeks, unacceptable.Sincerely,[redacted]
rejecting this response because: there was no resolution. They said someone was reviewing the case and would get back to me.
I have additional information I wanted to supply. After I filed my complaint I spoke with United Airlines, the carrier I was supposed to be flying on. They told me that what JustFly.com did to me is NOT their policy.
Becky at United told me 1. Never heard of the site JustFly.com 2. She could re-open my ticket
However, JustFly.com told me they could not do anything because they already issued me a credit - please note I contacted them within 24 hours
Becky from United said the ticket was not even issued by United. She said it was a bulk ticket. Becky said she has Downtown Travel at phone number [redacted] listed as the agent. United Airlines told me they believed I was being taken advantage of and that I should file a formal complaint with the Revdex.com against JustFly.com. I repeat, United Airlines advised me to file a complaint with the Revdex.com.
If UNITED is saying this is not in-line with their policies and that I should file a complaint with you, the Revdex.com...that should say something.
I have already forfeited my ticket and made clear to the company I cannot travel the same route. Their story changed every time I called and spoke to someone new .They offered NO cancellation option and their "credit" made no mention of having to fly the same route. As a matter of fact, it said "you can book with partners". There was also zero reference on their screen that we have to call to cancel.
I stand firm in wanting my $150 back. I already lost the airfaire and flight.
Sincerely,Katherine [redacted]
Good day,
Thank you fro your message.
As mentioned by out Customer Care Representative, we have reviewed your file. We are not able to offer the compensation that you are seeking. As we apologize for the inconvenience the situation has caused you, we are an agency that abides by airline rules and...
are unable to avoid a scheduled change if it is issued.
We would suggest a complaint being made to the airline directly in order to claim a refund.
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. Sincerely, Meghan[redacted]
Complaint: [redacted]I am rejecting this response because: I disagree that I fully understand the agent on the other end. The business does not have a way for me to contact them via email. And yes I could not understand your employee very well at the other end. I will not recommend my friends or colleagues to use this travel agency. It was an absolute dissasterous experience. I will consider this action unresolved and the only thing for me to do is to share my experience with this company for years to come...Sincerely,[redacted]
Good day,
Thank you for your message.
As mentioned by our Customer Care Representative, we have reviewed the booking. This booking was made by yourself and when you called in to cancel, you stated that you were not clear on what our agent was telling you.
We have listened to the call and...
all was clearly stated and you confirm the information.
Best regards,
Customer Care Team
Complaint: [redacted]I am rejecting this response because: firstly the email stated in Justfly's response is incorrect so I have not received any intimation that the transaction is being processes. The actual email addresses provided to Justfly were [redacted] OR [redacted]
Secondly, I was clearly notified by the representative that the following two refunds will be issued from Just fly within 5-10 business days. This was disclosed during telephone conversation held on June 29th. The refunds are:
1. 150 per ticket for the additional cancellation charges that were charged to my credit card without my consent, totaling $600.
2. $663 per ticket refund from Justfly, totaling $2,652
The third refund for about $691.52 was to be issued by the [redacted] airline (and not just fly) and was suppose to take 6-8 weeks.
To date, I have received the refunds of $600 from Justfly and $691.52 from [redacted] (which was suppose to take longer time). I am still waiting to receive the bulk of the refund from Justfly for $2,652.
I would greatly appreciate your help in receiving this money back. Given the past track record of this company, I am afraid that I may not ever receive this money even though they have admitted that it is entirely their fault and have agreed in principle to provide the refund.
Good day,
As mentioned by our Customer Care Representative, we were awaiting a response from the airline to get your refund. As you have noticed, there was a big delay. Reason being they have gone Bankrupt and have decided that they will not issue any refunds to their passengers.
That being said, we have taken the initiative to be able to refund you directly from Justfly as a gesture of good will. We have requested an email back to confirm where the check is to be mailed to.
Again, we apologize for the delay that this has taken.
Best regards,
Customer Care Team
Good day,
Thank you for your message.
One of our Customer Care Representatives has reviewed your file. As mentioned, there is an option we provide to be able to get a cheaper flight but some times the dates are not the exact ones you have originally requested. These suggested dates are usually...
highlighted for easy viewing. There is also a review page before confirming your booking to ensure all details are correct and approved by you.
Furthermore, this ticket is unfortunately non-refundable and we need abide by the airline rules as we are an agency.
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 mentioned by our Customer Care Representative, we have already refunded the modification fees and have offered to cover the airline penalties for your Future Travel Credit. You have refused this option and have let our agent know that you will start a charge...
back with your bank.In that case, there is nothing further we can offer, therefore we consider the file closed. Best regards,Customer Care Team
Complaint: [redacted]I am rejecting this response because:
While I appreciate the $75 refund "gesture of goodwill," this booking agent has caused nothing but issues for my entire vacation. The airline, while at the airport, stated that I should demand a refund in full. They did not create the error, yet JustFly.com is interested in blaming it on them. They do not have representatives that speaks English as their first language, thus the communication barrier is insane, cumbersome, and time consuming.
I spent over a combined 15+ hours on the telephone with this company due to this flight. Please check your call logs, how many times I called, and the duration of those phone calls starting in December of 2016. You will see this is not a false statement. I would be happy to provide you with my telephone call logs that also support this statement, if necessary. After my entire experience (which was not complete until after filing the Revdex.com complaint - I did not take the flight until several days later) I am requesting a refund in full. My hourly rate at the company I work for is $25.83/hr. If I would have spent the 20 hours working instead of on the phone with this company, that would have generated $387.45 in income, instead I wasted it NOT resolving any issue with your company because the airline took care of it when I arrived at the airport.
-[redacted]
Your ability to continue to operate as a company while lacking the ability to provide any form of customer service to your customers is outlandish. Your inability to take responsibility for these issues is even more absurd.Sincerely,[redacted])
Complaint: [redacted]
I am rejecting this response because:I do not want this compliant case to be closed as it is now. Justfly.com has been holding my the sum of $2273.06 ($1973.06 for tickets and seating fee from original purchase and $300 charge on 05/17/17) which I am trying to cancel with no or minimal cancellation fee. I was told by Justfly.com supervisor on 05/17/17 that I will be charged $750 for cancellation. As I have notified, I received a call from Justfly.com representative two weeks ago on 05/24/17 in which he mentioned that he will listen and review my conversation with the agent when the dispute occurred. I agreed that Justfly.com will be continue listening to our conversation with the intention of resolving this matter.
Sincerely,
[redacted]
Good day,
Thank you once again for your feedback.
We consider the file closed as we have offered the resolution you were seeking. If you have not received the refund in the time frame mentioned, then you can reach out to us or re-open the claim.
Best regards,
Customer Care team
Good day,Thank you for your message. As you know, we are already working on your file through several other complaints that you have sent in. Our Customer Care Representative has been trying to contact with you to great difficulty.
She has however provided you with the exchange quote...
several times. Please do get back to her in response to the email so we can complete the exchange.
Best regards,
Customer Care Team
Complaint:[redacted]
This was a good start but it has not been resolved yet. They reimbursed the amount we paid for guaranteed seats. Fine. (Of course, it is still a bad deal for our family that we got separated, but they are not going to address that.) For the much larger baggage fees, however, I have not heard anything since submitting the receipts. I'm not sure if they're just really slow writing the check, or if some mistake was made, but this definitely has not bee resolved yet.
This response by the business was sent on 11/6, and I responded that very same day per their request, attaching the baggage receipts and saying the following:
Thank you for your response. I appreciate it.
Attached please find the baggage receipts per your request.
Please let me know if you need anything else.
Since then there has been no communication until this message from Revdex.com.
Sincerely,Amanda [redacted]
Complaint: [redacted]
I am rejecting this response because I was told that when I called at 8am the next morning to cancel the flight (within 12 hours of booking) that I was early enough to cancel and was charged a fee to cancel. Regardless if this fee was refunded afterwards, you commited to refunding me and it is poor business practice to change your mind and cancel a refund. You can ensure your employees do not do this again but I am requesting a full refund for the amount of the flight.
Sincerely,
[redacted]
Complaint: [redacted]I am rejecting this response.
my...
concern is, the business will drag more time until I just lose track on this issue or I give up, I’ve been told that I’d Hear from them for many times since August.
please keep my case open until is resolved and all the credit refunded to me:Sincerely,[redacted]
Good day [redacted],
We do apologize for all the back and forth but once again, we have the same response for you. We have sent over the invoice that shows the refund that was effected way back in May on the card provided.
There is no further action that we can take on our end and consider this file resolved.
Best regards,
Customer Care Team
[redacted]
Complaint: [redacted]I am rejecting this response because: I was told I would have a refund in 4 to 6 weeks. It has been 12 weeks, unacceptable.Sincerely,[redacted]
Complaint: [redacted]I am rejecting this response because: They don't offer a resolutionSincerely,Natalie [redacted]
Complaint: [redacted]I am...
rejecting this response because: there was no resolution. They said someone was reviewing the case and would get back to me.
I have additional information I wanted to supply. After I filed my complaint I spoke with United Airlines, the carrier I was supposed to be flying on. They told me that what JustFly.com did to me is NOT their policy.
Becky at United told me 1. Never heard of the site JustFly.com 2. She could re-open my ticket
However, JustFly.com told me they could not do anything because they already issued me a credit - please note I contacted them within 24 hours
Becky from United said the ticket was not even issued by United. She said it was a bulk ticket. Becky said she has Downtown Travel at phone number [redacted] listed as the agent. United Airlines told me they believed I was being taken advantage of and that I should file a formal complaint with the Revdex.com against JustFly.com. I repeat, United Airlines advised me to file a complaint with the Revdex.com.
If UNITED is saying this is not in-line with their policies and that I should file a complaint with you, the Revdex.com...that should say something.
I have already forfeited my ticket and made clear to the company I cannot travel the same route. Their story changed every time I called and spoke to someone new .They offered NO cancellation option and their "credit" made no mention of having to fly the same route. As a matter of fact, it said "you can book with partners". There was also zero reference on their screen that we have to call to cancel.
I stand firm in wanting my $150 back. I already lost the airfaire and flight.
Sincerely,Katherine [redacted]
Good day,
Thank you fro your message.
As mentioned by out Customer Care Representative, we have reviewed your file. We are not able to offer the compensation that you are seeking. As we apologize for the inconvenience the situation has caused you, we are an agency that abides by airline rules and...
are unable to avoid a scheduled change if it is issued.
We would suggest a complaint being made to the airline directly in order to claim a refund.
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. Sincerely, Meghan[redacted]
Complaint: [redacted]I am rejecting this response because: I disagree that I fully understand the agent on the other end. The business does not have a way for me to contact them via email. And yes I could not understand your employee very well at the other end. I will not recommend my friends or colleagues to use this travel agency. It was an absolute dissasterous experience. I will consider this action unresolved and the only thing for me to do is to share my experience with this company for years to come...Sincerely,[redacted]
Complaint: [redacted]I am rejecting this response because:Sincerely,Oscar[redacted]
Good day,
Thank you for your message.
As mentioned by our Customer Care Representative, we have reviewed the booking. This booking was made by yourself and when you called in to cancel, you stated that you were not clear on what our agent was telling you.
We have listened to the call and...
all was clearly stated and you confirm the information.
Best regards,
Customer Care Team
Complaint: [redacted]I am rejecting this response because: firstly the email stated in Justfly's response is incorrect so I have not received any intimation that the transaction is being processes. The actual email addresses provided to Justfly were [redacted] OR [redacted]
Secondly, I was clearly notified by the representative that the following two refunds will be issued from Just fly within 5-10 business days. This was disclosed during telephone conversation held on June 29th. The refunds are:
1. 150 per ticket for the additional cancellation charges that were charged to my credit card without my consent, totaling $600.
2. $663 per ticket refund from Justfly, totaling $2,652
The third refund for about $691.52 was to be issued by the [redacted] airline (and not just fly) and was suppose to take 6-8 weeks.
To date, I have received the refunds of $600 from Justfly and $691.52 from [redacted] (which was suppose to take longer time). I am still waiting to receive the bulk of the refund from Justfly for $2,652.
I would greatly appreciate your help in receiving this money back. Given the past track record of this company, I am afraid that I may not ever receive this money even though they have admitted that it is entirely their fault and have agreed in principle to provide the refund.
Regards,
[redacted]
Sincerely,[redacted]
Good day,
As mentioned by our Customer Care Representative, we were awaiting a response from the airline to get your refund. As you have noticed, there was a big delay. Reason being they have gone Bankrupt and have decided that they will not issue any refunds to their passengers.
That being said, we have taken the initiative to be able to refund you directly from Justfly as a gesture of good will. We have requested an email back to confirm where the check is to be mailed to.
Again, we apologize for the delay that this has taken.
Best regards,
Customer Care Team
Good day,
Thank you for your message.
One of our Customer Care Representatives has reviewed your file. As mentioned, there is an option we provide to be able to get a cheaper flight but some times the dates are not the exact ones you have originally requested. These suggested dates are usually...
highlighted for easy viewing. There is also a review page before confirming your booking to ensure all details are correct and approved by you.
Furthermore, this ticket is unfortunately non-refundable and we need abide by the airline rules as we are an agency.
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 mentioned by our Customer Care Representative, we have already refunded the modification fees and have offered to cover the airline penalties for your Future Travel Credit. You have refused this option and have let our agent know that you will start a charge...
back with your bank.In that case, there is nothing further we can offer, therefore we consider the file closed. Best regards,Customer Care Team
Complaint: [redacted]I am rejecting this response because:
While I appreciate the $75 refund "gesture of goodwill," this booking agent has caused nothing but issues for my entire vacation. The airline, while at the airport, stated that I should demand a refund in full. They did not create the error, yet JustFly.com is interested in blaming it on them. They do not have representatives that speaks English as their first language, thus the communication barrier is insane, cumbersome, and time consuming.
I spent over a combined 15+ hours on the telephone with this company due to this flight. Please check your call logs, how many times I called, and the duration of those phone calls starting in December of 2016. You will see this is not a false statement. I would be happy to provide you with my telephone call logs that also support this statement, if necessary. After my entire experience (which was not complete until after filing the Revdex.com complaint - I did not take the flight until several days later) I am requesting a refund in full. My hourly rate at the company I work for is $25.83/hr. If I would have spent the 20 hours working instead of on the phone with this company, that would have generated $387.45 in income, instead I wasted it NOT resolving any issue with your company because the airline took care of it when I arrived at the airport.
-[redacted]
Your ability to continue to operate as a company while lacking the ability to provide any form of customer service to your customers is outlandish. Your inability to take responsibility for these issues is even more absurd.Sincerely,[redacted])