Good day,
Thank you for your message.
As mentioned by our Customer Care Representative, we have verified your file and we can confirm that the amounts taken as pre-authorizations have been cancelled. Some financial institutions may take longer to release these funds, so please validate with you...
bank.
Please accept our apologies for any inconvenience you may have incurred.
We consider this file resolved.
Best regards,
Customer Care Team
Good day,
Thank you for your message.
As mentioned by our Customer Care Representative, we have tried to explain the reason why the date was different. We have also escalated it to our IT department to review as well in case it is something they can manage.
If you would like for our...
team to assist in an exchange, please do reply to the email from our agent.
There is no further action we can provide, therefore we consider the file closed.
Best regards,
Customer Care Team
Good day,
Thanks for sharing the details of your recent booking experience with us. We will take that feedback forcoaching purposes.
As we apologize for the inconvenience, we have looked into the file and can see that all the documents were sent to notify you of the changes. We unfortunately...
can not offer any compensation due to this.
Should you require any additional information, please do not hesitate to contact our Support Center.Kind regards,
JustFly Customer Care Team
Good day,
Thank you once again for your message and feedback. We appreciate it and will use to better our service team and wait times.
There is nothing further we can provide as a resolution, therefore we consider the file closed.
Best regards,
Customer Care Team
Good day,
Again, as we apologize for the inconvenience that this situation caused you, if there was something unclear in the call, then why confirm all? Our agents never release the call unless they get the verbal agreement from the passenger.
There is unfortunately nothing we can offer in this matter and consider the file closed.
Best regards,
Customer Care Team
Good day,
We have received a copy of the complaint you lodged pertaining to your recent booking.
As per the discussion with our Customer Care Representative, he has verified with the airline on your behalf and since the ticket is non-refundable, there is not much we can offer.
We apologize...
for the inconvenience that this situation has cause you.
There is no action required on our part, so we consider this file resolved on our end.Should you have any additional questions, please do not hesitate to contact our Support Center.Regards,Customer Care Team
Complaint: [redacted]I am rejecting this response because:
The statement provided by the company is incorrect. They stated:
These suggested dates are usually highlighted for easy viewing.
The 'highlighting' you speak of is an update made to the website after I filed this complaint. With that being said, it is still not enough to 'highlight' something in a very subtle color to differentiate between what the actual search was seeking. There should be LARGE font advising 'ALTERNATE DATES ARE LESS EXPENSIVE' or an option on the initial input page to allow the user to choose alternate dates to show up in their search results. There is ALOT of info provided to the consumer both on the results page AND on the verification page. If the fact that alternate dates were being provided is not clearly made known to the user, they have no reason to expect that what they are viewing is different than what they were actually seeking.
I am not asking for a refund that ultimately comes out of the airline's pocketbook. A refund from Justfly.com will not break any contract with the airline, as no interaction with the airline is needed to own up to your marketing mistake and issue a check that comes out of YOUR pocketbook, (not the airline's pocketbook.) I will not be in the country on the date of the flight that was actually booked, and would have not ever booked the ticket, if I had understood when it was for.
I expect a full refund from Justfly.com even if they are the ones that swallow the cost.
Sincerely,
[redacted]
[redacted]
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, [redacted]
Good day,
Thank you for your email and feedback.
Upon review of your file, our agents have already reached out to the airline to see where this refund is in the process. We have confirmed that it was processed only on March 12th. The refund will return back to you within 6-8 weeks as previously...
stated.
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 discussed with our Customer Care Representative, we have gone ahead and refunded the booking as requested. We received the waiver from the airline and have processed the refund.
We consider the file resolved.
Best regards,
Customer Care Team
Good day,
Thank you for your message.
As discussed with our customer care representative, we have reviewed the file and apologize for the inconvenience. Because our agent failed to advise We have offered the refund you are requesting as a gesture of good will.
As mentioned, we will be...
processing the refund by [redacted] to the account specified.
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. Our Customer Care Representative is still in the process of finalizing your file. He is set to communicate with you today. We were awaiting the response of the airline.We will revert back shortly.Best regards,Customer Care Team
Good day,
Thanks for sharing the details of your recent booking experience with us.We were able to take action on your file, and process the refund as you requested. One of our Customer care Representatives called and left a message for you to notify you that the refund was processed and should...
appear on your account. We apologize for the inconvenience that this has caused 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
Good day,
Thank you for your message.
As discussed with our Customer Care Representative, we have investigated your file and complaint. Even if there was a modification on 1 single letter, the procedure remains the same and the Airline was already closed as it was a Sunday. This is not something...
in out control. There is more than one Airline involved in this booking therefore this is the reason it was not allowed.
The recommendation was to cancel the reservation and book a new one with the help our agent.
There is nothing further we can offer here, therefore we consider the file closed.
Best regards,
Customer Care Team
Complaint: [redacted]I am rejecting this response because:
I did not purchase a ticket from Icelandic Air, I purchased a ticket from JustFly. As their customer, they should be doing everything they can to work with their vendor (the airline) to help fix this problem and refund 2/3 of my day-off flight ticket purchase (since I paid 3x's the price of my original ticket, which was the exact flight I repurchased).
Not only did I receive abysmal customer service from JustFly during the frantic *day of* my flight, but in the months afterward as well. It took weeks for JustFly to respond to this complaint and upon phone calls explaining the situation, they never once owned up to any mistakes and poor communication on their part. I waited on hold for more than 3 hours waiting for the customer service team to help release my ticket - ultimately making the call 30 minutes before boarding to purchase the exact same ticket again since they could not figure out how to release it.
In no way do I feel that I am being unreasonable - this was never my mistake, but an issue between JustFly and Icelandic Air.
Sincerely,Kali [redacted]
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 a response.
Best regards,
Customer Care Team
Good day,
Thank you for your message.
As discussed with our Customer Care Representative, we are a travel agency and need to abide by the rules set by airline. The request you have made is not an option as if you do not show for one portion, the other is automatically forfeited and have no...
value.
In terms of getting your booking cancelled and refunded that will not be possible as your ticket is 100% non-refundable as stated at time of booking.
There is no further action we can provide, therefore we consider the file closed.
Best regards,
Customer Care Team
From: [redacted] [[redacted] Sent: Friday, June 30, 2017 11:52 AMTo: info <[redacted]>Subject: Re: You have a New Message from Revdex.com Serving San Francisco Bay Area and Northern Coastal California, Complaint #[redacted]
Hello,I'm so frustrated with this situation and don't know what to do anymore. Please help. I bought two tickets and had to cancel them because of a death in the family. I provided all requested documentation to the company..I haven't heard anything from the company for over a month now about my refund. I email them daily and always says no answer from [redacted] airline.Thank you I tried calling you.My number is([redacted].. please help.
Good day,
Thank you for your message.
As previously mentioned, we have investigated and the name change was processed as requested in your complaint. We also refudned the modification fees as mentioned.
There is no further action we can provide, therefore we consider the file closed.
Best regards,
Customer Care Team
Good day,
Thanks for once again for your feedback. I assure you I am a native Anglophone and understand the meaning of Price Adjustment. Unfortunately, even with that being said and understood, there is still no compensation we can offer in this matter due to the fare rules.
There is no further action we can provide to your satisfaction and we consider this file closed.
Should you require any additional information, please do not hesitate to contact our Support Center.Kind regards,
JustFly Customer Care Team
Good day,
Thank you for your message.
As mentioned by our Customer Care Representative, we have verified your file and we can confirm that the amounts taken as pre-authorizations have been cancelled. Some financial institutions may take longer to release these funds, so please validate with you...
bank.
Please accept our apologies for any inconvenience you may have incurred.
We consider this file resolved.
Best regards,
Customer Care Team
Good day,
Thank you for your message.
As mentioned by our Customer Care Representative, we have tried to explain the reason why the date was different. We have also escalated it to our IT department to review as well in case it is something they can manage.
If you would like for our...
team to assist in an exchange, please do reply to the email from our agent.
There is no further action we can provide, therefore we consider the file closed.
Best regards,
Customer Care Team
Good day,
Thanks for sharing the details of your recent booking experience with us. We will take that feedback forcoaching purposes.
As we apologize for the inconvenience, we have looked into the file and can see that all the documents were sent to notify you of the changes. We unfortunately...
can not offer any compensation due to this.
Should you require any additional information, please do not hesitate to contact our Support Center.Kind regards,
JustFly Customer Care Team
Good day,
Thank you once again for your message and feedback. We appreciate it and will use to better our service team and wait times.
There is nothing further we can provide as a resolution, therefore we consider the file closed.
Best regards,
Customer Care Team
Good day,
Again, as we apologize for the inconvenience that this situation caused you, if there was something unclear in the call, then why confirm all? Our agents never release the call unless they get the verbal agreement from the passenger.
There is unfortunately nothing we can offer in this matter and consider the file closed.
Best regards,
Customer Care Team
Good day,
We have received a copy of the complaint you lodged pertaining to your recent booking.
As per the discussion with our Customer Care Representative, he has verified with the airline on your behalf and since the ticket is non-refundable, there is not much we can offer.
We apologize...
for the inconvenience that this situation has cause you.
There is no action required on our part, so we consider this file resolved on our end.Should you have any additional questions, please do not hesitate to contact our Support Center.Regards,Customer Care Team
Complaint: [redacted]I am rejecting this response because:
The statement provided by the company is incorrect. They stated:
These suggested dates are usually highlighted for easy viewing.
The 'highlighting' you speak of is an update made to the website after I filed this complaint. With that being said, it is still not enough to 'highlight' something in a very subtle color to differentiate between what the actual search was seeking. There should be LARGE font advising 'ALTERNATE DATES ARE LESS EXPENSIVE' or an option on the initial input page to allow the user to choose alternate dates to show up in their search results. There is ALOT of info provided to the consumer both on the results page AND on the verification page. If the fact that alternate dates were being provided is not clearly made known to the user, they have no reason to expect that what they are viewing is different than what they were actually seeking.
I am not asking for a refund that ultimately comes out of the airline's pocketbook. A refund from Justfly.com will not break any contract with the airline, as no interaction with the airline is needed to own up to your marketing mistake and issue a check that comes out of YOUR pocketbook, (not the airline's pocketbook.) I will not be in the country on the date of the flight that was actually booked, and would have not ever booked the ticket, if I had understood when it was for.
I expect a full refund from Justfly.com even if they are the ones that swallow the cost.
Sincerely,
[redacted]
[redacted]
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, [redacted]
Good day,
Thank you for your email and feedback.
Upon review of your file, our agents have already reached out to the airline to see where this refund is in the process. We have confirmed that it was processed only on March 12th. The refund will return back to you within 6-8 weeks as previously...
stated.
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 discussed with our Customer Care Representative, we have gone ahead and refunded the booking as requested. We received the waiver from the airline and have processed the refund.
We consider the file resolved.
Best regards,
Customer Care Team
Good day,
Thank you for your message.
As discussed with our customer care representative, we have reviewed the file and apologize for the inconvenience. Because our agent failed to advise We have offered the refund you are requesting as a gesture of good will.
As mentioned, we will be...
processing the refund by [redacted] to the account specified.
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. Our Customer Care Representative is still in the process of finalizing your file. He is set to communicate with you today. We were awaiting the response of the airline.We will revert back shortly.Best regards,Customer Care Team
Good day,
Thanks for sharing the details of your recent booking experience with us.We were able to take action on your file, and process the refund as you requested. One of our Customer care Representatives called and left a message for you to notify you that the refund was processed and should...
appear on your account. We apologize for the inconvenience that this has caused 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
Good day,
Thank you for your message.
As discussed with our Customer Care Representative, we have investigated your file and complaint. Even if there was a modification on 1 single letter, the procedure remains the same and the Airline was already closed as it was a Sunday. This is not something...
in out control. There is more than one Airline involved in this booking therefore this is the reason it was not allowed.
The recommendation was to cancel the reservation and book a new one with the help our agent.
There is nothing further we can offer here, therefore we consider the file closed.
Best regards,
Customer Care Team
Complaint: [redacted]I am rejecting this response because:
I did not purchase a ticket from Icelandic Air, I purchased a ticket from JustFly. As their customer, they should be doing everything they can to work with their vendor (the airline) to help fix this problem and refund 2/3 of my day-off flight ticket purchase (since I paid 3x's the price of my original ticket, which was the exact flight I repurchased).
Not only did I receive abysmal customer service from JustFly during the frantic *day of* my flight, but in the months afterward as well. It took weeks for JustFly to respond to this complaint and upon phone calls explaining the situation, they never once owned up to any mistakes and poor communication on their part. I waited on hold for more than 3 hours waiting for the customer service team to help release my ticket - ultimately making the call 30 minutes before boarding to purchase the exact same ticket again since they could not figure out how to release it.
In no way do I feel that I am being unreasonable - this was never my mistake, but an issue between JustFly and Icelandic Air.
Sincerely,Kali [redacted]
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 a response.
Best regards,
Customer Care Team
Good day,
Thank you for your message.
As discussed with our Customer Care Representative, we are a travel agency and need to abide by the rules set by airline. The request you have made is not an option as if you do not show for one portion, the other is automatically forfeited and have no...
value.
In terms of getting your booking cancelled and refunded that will not be possible as your ticket is 100% non-refundable as stated at time of booking.
There is no further action we can provide, therefore we consider the file closed.
Best regards,
Customer Care Team
From: [redacted] [[redacted] Sent: Friday, June 30, 2017 11:52 AMTo: info <[redacted]>Subject: Re: You have a New Message from Revdex.com Serving San Francisco Bay Area and Northern Coastal California, Complaint #[redacted]
Hello,I'm so frustrated with this situation and don't know what to do anymore. Please help. I bought two tickets and had to cancel them because of a death in the family. I provided all requested documentation to the company..I haven't heard anything from the company for over a month now about my refund. I email them daily and always says no answer from [redacted] airline.Thank you I tried calling you.My number is([redacted].. please help.
Good day,
Thank you for your message.
As previously mentioned, we have investigated and the name change was processed as requested in your complaint. We also refudned the modification fees as mentioned.
There is no further action we can provide, therefore we consider the file closed.
Best regards,
Customer Care Team
Good day,
Thanks for once again for your feedback. I assure you I am a native Anglophone and understand the meaning of Price Adjustment. Unfortunately, even with that being said and understood, there is still no compensation we can offer in this matter due to the fare rules.
There is no further action we can provide to your satisfaction and we consider this file closed.
Should you require any additional information, please do not hesitate to contact our Support Center.Kind regards,
JustFly Customer Care Team