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])
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
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])
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