Good day,
Thank you for your message.
One of our Customer Care Representatives has reviewed your file and has sent you the terms of the booking that you have confirmed at the time.
That being said, we have offered as a one time gesture of good will, the refund of our 75$ cancellation fees you...
were charged to void your booking.Concerning the airfare 333.93$ was voided on the 25th of August, those pending funding you have received by now or if not yet, should be coming from the airline soon. (normally takes 2-10 business days).The cancellation fee refund was already processed and may take between 5-10 business days for this refund to appear on the statement of the card that was charged.
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.
As discussed with our Customer Care Representative, we have investigated the complaint and booking.you have come to an agreement on the compensation we have offered. She has already sent the payment to our accounting department for processing.
We...
appreciate the feedback and apologize for the inconvenience the situation has caused your travel plans.
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.
One of our Customer Care Representatives has reviewed your booking and has sent an email over to explain how the pricing works.
That being said, we have offered a refund of the fees as a one time courtesy to you for this difference.
There...
is no further action we can provide, therefore we consider the file closed.
best regards,
Customer Care Team
From: [redacted] [mailto:[redacted]] Sent: Tuesday, May 23, 2017 5:02 PM To: info <[redacted]> Subject: Complaint [redacted] Hello [redacted], Thank you for accepting my complaint against "Justfly.com" and helping me resolve the issue. I just wanted to give you an update...
regarding the complaint. I revived a call from "Justfly.com" this morning in which we went over what happened on May 17 and he told me that he will review my conversation with the agent on that day. He also mentioned that my tickets were upgraded to higher class seats since standard class I originally bought wasn't available. I told him that I was never informed of that upgrade and I didn't request it. The name of the person who contacted me is [redacted] if I remembered correctly. Again, I would like to express my sincere appreciation to you and Revdex.com. With Best Regards, [redacted]
Good day,
Thank you for your message.
I have reviewed your file once more and the cheque was mailed out on August 14th. You should have it in the mailbox any day now if not already.
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 reviewed the file and complaint and apologize for the inconvenience. There as an error on your name at the time of booking. We have verified with the airline and have obtained the...
authorization to process a full refund. This process may take up to 8 weeks.
Again, we thank you for the feedback and apologize for the error.
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 we do apologize for your inconvenience, upon investigating your complaint and booking, we have the confirmation from the airline that you have phone on May 17th to confirm the schedule change and also added seat selection for your trip. We are the travel...
agency which is the intermediary and need to abide by the changes offered by the airline and their rules.
We are not able to offer the refund you are requesting due to the fact that you have confirmed and accepted the changes direct with the airline.
We consider the case closed.
Best regards,
Customer Care Team
Good day,
Thank you for your message.
As mentioned by several of our agents, we have already voided the fees attached to your booking. The only charge that is posted on your card is for the Purchase Guarantee which is what allowed the cancellation. I have include your invoice and receipt...
here within with that one sole charge on the credit card. The remaining amounts were either voided or refunded already and should be back on your card.
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.
One of our Customer care Representatives has reviewed your booking and has responded by email.
Tickets are all non-refundable so therefore a voluntary refund will not be possible, as per the fare rules you own hold a BA future travel credit valid...
until 12 DEC 2018. The fare rules were advised online before booking it is your responsibility to read and understand the terms of your
purchase because by clicking confirm means you agree with the terms. There has been a travel credit applied to your profile. When ready to re-book next time a BA 275$ change fees plus any fare difference will apply.
Please do contact us directly if you need assistance with the booking.
There is no further action we can provide therefore we consider the file closed.
Best regards,
Customer Care Team
Complaint: [redacted]I am rejecting this response because:
Date Sent: 3/9/2018 8:44:14 AM
Complaint: [redacted]I am rejecting this response because: this is not a duplicate complaint- the first complaint was that our issue was not resolved at all after hours upon hours of waiting on hold for Jetfly agents to answer their customer service/support phone line.
The second complaint was that Jetfly did not respond in a timely manner to an urgent request for assistance to correct an involuntary change made by the airline to our return tickets which would have left us stranded in a foreign country. Jetfly did not resolve our return ticket issue until the day before our departure so we literally had to wait until the last minute without knowing if we would have return flights from the correct country or not. Also, Jetfly agents refused to use alternate methods like calling the airline directly, even though the airline instructed us that JustFly should call the airline, to resolve the issue despite the urgency and time sensitive nature of our situation. Rather, Jetfly agents mandated their process and policy of using only electronic communications that took a week to complete and increased our anxiety as we got closer and closer to our departure date. We spent over 10 hours calling Jetfly to beg for help on numerous occasions over the course of a week because they did not contact us back despite telling us they would. We sat on hold for 2.5 to 3 hours at a time, only to be told the same thing over and over by different agents none of which could fix the issue. We had to explain the details of the issue to different agents over and over again because they were not able to transfer us to the same agents we had spoken to about our issue.
Overall, it was an infuriating experience just trying to get Justfly agents on the phone and we experienced horrible customer service in the way we were spoken to and the fact that our urgent issue was not resolved in a timely manner.
Sincerely,Vanessa[redacted]
Sincerely,Vanessa [redacted]
Good day,
Thank you for your message.
One of our Customer Care Representatives has reviewed your file and complaint. We apologize for the delay in getting this refund to you. We have processed it now and will be sent to you shortly.
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.
One of our Customer Care Representatives is investigating your file and will revert back shortly.
Best regards,
Customer Care Team
Complaint: [redacted]I am rejecting this response because:
Complain number #[redacted] They stated on their response that I handled my cancellation online. I did not. I called them on the phone. They don’t even know their own customers and how we cancelled. Sincerely,Anthony[redacted]
Good day,
Thank you for your message.
Our Customer Care Representative has reviewed your file and will need to listen to the call to complete the investigation. We are awaiting a preview of the call.
We will revert back shortly.
Best regards,
Customer Care Team
Complaint: [redacted]I am rejecting this response because:i spokes to someone from there support dept last Tuesday April 18 they told me that they will refund my money back to my credit card in 5 to 10 business day today April 26 is the 6 day and they haven't refund my money so I'm not accepting their response until they return my money to my card.now I don't trust them because of those conflicting statements they tell me when I'm following up my complaint I will be satisfied if I see my money back to my card.Sincerely,[redacted]
Complaint: [redacted]I am rejecting this response because the issue was not if the ticket was non-refundable or refundable. The issue was this was displayed nowhere when buying the ticket or after you have bought the ticket. JustFly does not display this information at all during the whole process or afterwards. When you call the Customer Care Representative they point you to a very general 'Terms and Conditions' of JustFly that is vague and says nothing about your particular ticket. The Terms and Conditions state that 'if your ticket is considered refundable' but no where in the website does it display if your ticket is refundable vs. nonrefundable. This site is a ripoff.Sincerely,[redacted]
Good day
Thank you for your message.
As discussed with our Customer Care Representative, we have made the change and have refunded the fees as a gesture of good will.
This was an error on behalf of the airline with re-issuing your ticket and they re-booked on at no extra cost....
We consider this file resolved.
Best regards,
Customer Care Team
Good day,
Thank you for your message.
As discussed with our Customer Care Representative, we do offer [redacted] Insurance but the claims are put through and refunded directly with them if they see fit. This claim with them is already in process.
As per JustFly terms and conditions, we...
do charge a fee whenever a cancellation or modification is made to a booking. What we can offer as a gesture of good will, is if the Insurance is approved and a refund is offered to cancel the booking, we will not charge the modification fee to you. We will await the verdict of our partners at [redacted].
These notes are provided in your booking file therefore, this claim is considered closed.
Best regards,
Customer Care Team
Good day,
Thank you for your message.
As discussed with our Customer Care Representative, we have reviewed your file. There was a modification fee that was charged and refunded back in February. I have sent a copy of your invoice to the email address provided for your...
review.
There is no further action provided, therefore we consider the file resolved.
Best regards,
Customer Care Team
Thank you for your message.As discussed with our customer care representative, we have reviewed the file and apologize for the inconvenience. The customer requested a Premium Economy cabin ticket, however due to a system error, a regular economy cabin fare at a regular economy ticket price was offered. As a gesture of goodwill, we are willing to offer a USD150.00 compensation with reinstating the original booking in regular economy.
Please be informed that the agency would have reviewed the possibility to upgrade the existing regular economy ticket to a Premium economy cabin ticket only in case the the Premium economy price amount would have been charged from the customer, but this is obviously not the case.
Best regards,Customer Care Team
Good day,
Thank you for your message.
One of our Customer Care Representatives has reviewed your file and has sent you the terms of the booking that you have confirmed at the time.
That being said, we have offered as a one time gesture of good will, the refund of our 75$ cancellation fees you...
were charged to void your booking.Concerning the airfare 333.93$ was voided on the 25th of August, those pending funding you have received by now or if not yet, should be coming from the airline soon. (normally takes 2-10 business days).The cancellation fee refund was already processed and may take between 5-10 business days for this refund to appear on the statement of the card that was charged.
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.
As discussed with our Customer Care Representative, we have investigated the complaint and booking.you have come to an agreement on the compensation we have offered. She has already sent the payment to our accounting department for processing.
We...
appreciate the feedback and apologize for the inconvenience the situation has caused your travel plans.
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.
One of our Customer Care Representatives has reviewed your booking and has sent an email over to explain how the pricing works.
That being said, we have offered a refund of the fees as a one time courtesy to you for this difference.
There...
is no further action we can provide, therefore we consider the file closed.
best regards,
Customer Care Team
From: [redacted] [mailto:[redacted]] Sent: Tuesday, May 23, 2017 5:02 PM To: info <[redacted]> Subject: Complaint [redacted] Hello [redacted], Thank you for accepting my complaint against "Justfly.com" and helping me resolve the issue. I just wanted to give you an update...
regarding the complaint. I revived a call from "Justfly.com" this morning in which we went over what happened on May 17 and he told me that he will review my conversation with the agent on that day. He also mentioned that my tickets were upgraded to higher class seats since standard class I originally bought wasn't available. I told him that I was never informed of that upgrade and I didn't request it. The name of the person who contacted me is [redacted] if I remembered correctly. Again, I would like to express my sincere appreciation to you and Revdex.com. With Best Regards, [redacted]
Good day,
Thank you for your message.
I have reviewed your file once more and the cheque was mailed out on August 14th. You should have it in the mailbox any day now if not already.
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 reviewed the file and complaint and apologize for the inconvenience. There as an error on your name at the time of booking. We have verified with the airline and have obtained the...
authorization to process a full refund. This process may take up to 8 weeks.
Again, we thank you for the feedback and apologize for the error.
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 we do apologize for your inconvenience, upon investigating your complaint and booking, we have the confirmation from the airline that you have phone on May 17th to confirm the schedule change and also added seat selection for your trip. We are the travel...
agency which is the intermediary and need to abide by the changes offered by the airline and their rules.
We are not able to offer the refund you are requesting due to the fact that you have confirmed and accepted the changes direct with the airline.
We consider the case closed.
Best regards,
Customer Care Team
Good day,
Thank you for your message.
As mentioned by several of our agents, we have already voided the fees attached to your booking. The only charge that is posted on your card is for the Purchase Guarantee which is what allowed the cancellation. I have include your invoice and receipt...
here within with that one sole charge on the credit card. The remaining amounts were either voided or refunded already and should be back on your card.
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.
One of our Customer care Representatives has reviewed your booking and has responded by email.
Tickets are all non-refundable so therefore a voluntary refund will not be possible, as per the fare rules you own hold a BA future travel credit valid...
until 12 DEC 2018. The fare rules were advised online before booking it is your responsibility to read and understand the terms of your
purchase because by clicking confirm means you agree with the terms. There has been a travel credit applied to your profile. When ready to re-book next time a BA 275$ change fees plus any fare difference will apply.
Please do contact us directly if you need assistance with the booking.
There is no further action we can provide therefore we consider the file closed.
Best regards,
Customer Care Team
Complaint: [redacted]I am rejecting this response because:
Date Sent: 3/9/2018 8:44:14 AM
Complaint: [redacted]I am rejecting this response because: this is not a duplicate complaint- the first complaint was that our issue was not resolved at all after hours upon hours of waiting on hold for Jetfly agents to answer their customer service/support phone line.
The second complaint was that Jetfly did not respond in a timely manner to an urgent request for assistance to correct an involuntary change made by the airline to our return tickets which would have left us stranded in a foreign country. Jetfly did not resolve our return ticket issue until the day before our departure so we literally had to wait until the last minute without knowing if we would have return flights from the correct country or not. Also, Jetfly agents refused to use alternate methods like calling the airline directly, even though the airline instructed us that JustFly should call the airline, to resolve the issue despite the urgency and time sensitive nature of our situation. Rather, Jetfly agents mandated their process and policy of using only electronic communications that took a week to complete and increased our anxiety as we got closer and closer to our departure date. We spent over 10 hours calling Jetfly to beg for help on numerous occasions over the course of a week because they did not contact us back despite telling us they would. We sat on hold for 2.5 to 3 hours at a time, only to be told the same thing over and over by different agents none of which could fix the issue. We had to explain the details of the issue to different agents over and over again because they were not able to transfer us to the same agents we had spoken to about our issue.
Overall, it was an infuriating experience just trying to get Justfly agents on the phone and we experienced horrible customer service in the way we were spoken to and the fact that our urgent issue was not resolved in a timely manner.
Sincerely,Vanessa[redacted]
Sincerely,Vanessa [redacted]
Good day,
Thank you for your message.
One of our Customer Care Representatives has reviewed your file and complaint. We apologize for the delay in getting this refund to you. We have processed it now and will be sent to you shortly.
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.
One of our Customer Care Representatives is investigating your file and will revert back shortly.
Best regards,
Customer Care Team
Complaint: [redacted]I am rejecting this response because:
Complain number #[redacted] They stated on their response that I handled my cancellation online. I did not. I called them on the phone. They don’t even know their own customers and how we cancelled. Sincerely,Anthony[redacted]
Good day,
Thank you for your message.
Our Customer Care Representative has reviewed your file and will need to listen to the call to complete the investigation. We are awaiting a preview of the call.
We will revert back shortly.
Best regards,
Customer Care Team
Complaint: [redacted]I am rejecting this response because:i spokes to someone from there support dept last Tuesday April 18 they told me that they will refund my money back to my credit card in 5 to 10 business day today April 26 is the 6 day and they haven't refund my money so I'm not accepting their response until they return my money to my card.now I don't trust them because of those conflicting statements they tell me when I'm following up my complaint I will be satisfied if I see my money back to my card.Sincerely,[redacted]
Complaint: [redacted]I am rejecting this response because the issue was not if the ticket was non-refundable or refundable. The issue was this was displayed nowhere when buying the ticket or after you have bought the ticket. JustFly does not display this information at all during the whole process or afterwards. When you call the Customer Care Representative they point you to a very general 'Terms and Conditions' of JustFly that is vague and says nothing about your particular ticket. The Terms and Conditions state that 'if your ticket is considered refundable' but no where in the website does it display if your ticket is refundable vs. nonrefundable. This site is a ripoff.Sincerely,[redacted]
Good day
Thank you for your message.
As discussed with our Customer Care Representative, we have made the change and have refunded the fees as a gesture of good will.
This was an error on behalf of the airline with re-issuing your ticket and they re-booked on at no extra cost....
We consider this file resolved.
Best regards,
Customer Care Team
Good day,
Thank you for your message.
As discussed with our Customer Care Representative, we do offer [redacted] Insurance but the claims are put through and refunded directly with them if they see fit. This claim with them is already in process.
As per JustFly terms and conditions, we...
do charge a fee whenever a cancellation or modification is made to a booking. What we can offer as a gesture of good will, is if the Insurance is approved and a refund is offered to cancel the booking, we will not charge the modification fee to you. We will await the verdict of our partners at [redacted].
These notes are provided in your booking file therefore, this claim is considered closed.
Best regards,
Customer Care Team
Good day,
Thank you for your message.
As discussed with our Customer Care Representative, we have reviewed your file. There was a modification fee that was charged and refunded back in February. I have sent a copy of your invoice to the email address provided for your...
review.
There is no further action provided, therefore we consider the file resolved.
Best regards,
Customer Care Team
Thank you for your message.As discussed with our customer care representative, we have reviewed the file and apologize for the inconvenience. The customer requested a Premium Economy cabin ticket, however due to a system error, a regular economy cabin fare at a regular economy ticket price was offered. As a gesture of goodwill, we are willing to offer a USD150.00 compensation with reinstating the original booking in regular economy.
Please be informed that the agency would have reviewed the possibility to upgrade the existing regular economy ticket to a Premium economy cabin ticket only in case the the Premium economy price amount would have been charged from the customer, but this is obviously not the case.
Best regards,Customer Care Team