Complaint: [redacted]I am rejecting this response because:
The response does not even address my complaint, which is that justfly told me I would be paying a total of $300 to cancel my flights, and instead charged me $1300. The response appears to relate to the details I provided concerning all events leading up to the cancellation. Prior to cancelling as recommended by justfly I tried on two occasions to modify my flights through the justfly website. One time the total fees were represented in the web transaction to be about $700 and the other $400 (different flights). On both occasions I received an error message telling me I needed to call justfly (it turns out that justfly actually charged me $300--not the amount represented for the transactions but a different amount--for each of these attempts but then refunded it). When I called justfly I was not told that the transactions were not completed because there was no availability (and did get the flights I wanted by rebooking after cancelling). Instead, I was told by the justfly representative that it would be cheaper to cancel and rebook than to modify as I had been trying to do. Again, I was informed this was because I would only be charged $300 to cancel. That representation was completely inaccurate because (1) I was charged $1300 instead of $300 and (2) the cancellation was not cheaper than modifying. I was only provided the (inaccurate) excuse about there being no availability for the flights I selected after multiple communications with justfly. My complaint does not relate to flight availability and the overcharge has nothing to do with flight availability--it relates to misrepresentation of the cancellation fees. I believe the error message in trying to modify online is intended to get people to call to generate more fees. I did request the recording on May 26 in writing as required by justfly but have not received it.
Sincerely,[redacted]
Good day,
Thank you for your message.
As discussed with our Customer Care Representative, we have reviewed your file. As we apologize for the inconvenience, the booking was already cancelled the refund was processed.
As a gesture of good will we have also gone ahead and sent a cheque...
for the amount that was charged as fees on your credit card. This was processed last week and you should receive it shortly.
There is no further action we can provide, therefore we consider the file resolved.
Best regards,
Customer Care Team
Complaint: [redacted]I am rejecting this response because this is another bizarre response from JustFly full of errors and inaccurate statements.
1. On April 24, 2017 (10 business day ago), I was told by JustFly that my Seat Assignment Fee will be reimbursed within 2-10 business days. SO FAR I HAVE NOT RECEIVED THAT COMPENSATION. So, please go ahead and see why JustFly failed to comply with its own commitment with regards to compensating me back the Seat Assignment Fee within the timeline referenced in their own email. It is also strange that you don’t notify properly the customer that you are going to charge Seat Assignment Fee, even when you are not able to assign those seats.
2. My question was that I have been charged TWICE for the SAME 2 TICKETS (for [redacted] and son). Being charged two times for the same tickets, means that I was charged 2 times for the ticket for [redacted] and I was charged 2 times for the ticket for my son. Son, instead of paying around 18 hundred USD for 2 tickets, you ended up charging me around 36 hundred USD for 2 tickets. I hope I am clear in my statements, because you failed to address the request in your so called response.
After addressing the questions raised above, please make sure that I am charged 1765.21 USD for 2 tickets, and not a cent more than that amount. 1765.21 = $1,797.11 USD (price quoted in the final booking confirmation that I received from JustFly on April 4, Tuesday with the ticketed itinerary: see attached) - $31.90 (Seat Assignment Fee)
Sincerely,[redacted]
Complaint: [redacted]I am rejecting this response because:
The issue has gotten worse - not resolved. [redacted] canceled my reservation all together with [redacted] Airlines without any communication (see attached). I am including an attachment of my reservation with [redacted] as well as what [redacted] Airlines shows on their system.
Please note - I am not asking for my money back - I want the reservation as they sold me back in October. I have a hotel and tours schedule and paid for that are non-refundable and immunizations that are required for this trip. I just want what the sold me in October. :-)
I look forward to hearing from you and appreciate any help you can provide. This is very stressful as I am traveling with others.
[redacted]
phone: [redacted]
From: [redacted] Sent: Wednesday, July 12, 2017 10:52 AMTo: JustFly <[redacted]>Cc: info <[redacted]>Subject: Re: You have a New Message from Revdex.com Serving San Francisco Bay Area and Northern Coastal California, Consumer Complaint #[redacted]
Good afternoon,
Your email states that there are two attachments. I do believe that such statement was made erronioulsy, there is nothing attached to this email. Please re send with attachments.
Thank you,
From: JustFly <[redacted]>To: [redacted] Sent: Wednesday, July 12, 2017 1:43 PMSubject: Re: You have a New Message from Revdex.com Serving San Francisco Bay Area and Northern Coastal California, Consumer Complaint #[redacted]
Good day,
Re your complaint sent via Revdex.com we would like to clarify that the booking was made online and usually our system provides you with the best offer first marked in the top corner We found a better price for your trip on alternate dates. and you terminate your reservation you received a checkup page as per attached documents to verify your booking
N.B. attached 2 documents
Document 1 is the alternate date
Document 2 ist the checkup page before you agree and terminate your reservation
As a good will, we can refund the amount 75$ of the mod fee, about your request to refund the tickets we regret to refund the ticket due the tickets are non-refundable
Thanks you
Just Fly Team
On Wed, 5 Jul at 1:29 PM , JustFly <[redacted]> wrote:
Good day,
Re your complaint sent via Revdex.com we would like to clarify that the booking was made online and usually our system provides you with the best offer first marked in the top corner We found a better price for your trip on alternate dates. and you terminate your reservation you received a checkup page as per attached documents to verify your booking
N.B. attached 2 documents
Document 1 is the alternate date
Document 2 ist the checkup page before you agree and terminate your reservation
As a good will, we can refund the amount 75$ of the mod fee, about your request to refund the tickets we regret to refund the ticket due the tickets are non-refundable
Good day,
Once again, the rules of the ticket and our terms and conditions state that a transfer is not possible. We have attempted on your behalf with the airline to get a transfer but when using the Travel Credit, it is non-transferable nor refundable. We cannot change the name on the file, therefore the credit is only available to Ms. Barba.
We do apologize for this inconvenience but we abide by the rules of the ticket.
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. We cannot locate the Membership with this email address. Was it perhaps signed up with an other one?
There are no charges on your credit card on file of 5.95$ either.
Please let us know if there is another account created.
Best regards,
Customer Care...
Good day,
Thank you for your message.
One of our Customer Care Representatives was already working on your file from the email you had sent in days ago. As discussed, we have investigated and contacted the airline on your behalf for these overcharges. We have confirmed that there is a refund in...
process directly coming from the airline within 3 weeks time frame.
We apologize for the inconvenience this matter has caused you.
There is no further action we can provide, therefore we consider the file closed.
Best regards,
Customer care Team
As previously discussed with our Customer Care Representative, we have reviewed your booking and confirm that the Basic Economy was chosen and confirmed at the time you booked online.
We are an agency and we need to follow the airlines rules concerning changes or cancellation on booking. As mentioned, after the ticket is issued it is not permitted by the airline to make any changes.
This was the reason why our phone agent recommended to cancel the booking within the 24 hours window allowed by the airline.
We have already processed the refund of the seat assigned fee, as a gesture of good wil,l which should already be back on your card.
We do apologize for the experience you had with our service and will provide your feedback to our training team.
There is no further action we can provide, therefore we consider the file closed.
Complaint: [redacted]I am rejecting this response because: I did contact them right away. They did not pick up at all on the customer service line. I am aware they are shady and aren't refunding or making changes so I am not seeking that. I am just making a record so other people know ahead of time. They did pick up days later after I purchased another flight on united and asked them questions if I could use part of my round trip air fare. They probably recorded that. As far as I am concerned I hope others learn from my experience. Thanks.
Good day
Thank you for your message.
As discussed with out Customer Care Representative, we have confirmed the refund will be processed as requested. This should be received within the next 10 business days.
There is no further action we can provide, therefore we consider the file...
Good day!
Thank you for your message.
As discussed with our Customer Care Representative, we have reviewed your booking. For the Seat Assignment Fee, we have explained that this is never guaranteed as some airline do not allow it in advance. This is mentioned in our Terms & Conditions....
However, we have
gone ahead and refund this amount to your card already as a gesture of good will.
As for the fare change, this is something that is out of our control as an agency. The invoice showing the actual amount you were charged after agreeing to the new price was sent of once more.
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 currently looking over your booking and complaint. We will revert back shortly with our findings.
Thank you for your patience.
Best regards,
Customer Care Team
Good day,
Thanks for sharing the details of your recent booking experience with us. We will take that feedback forcoachingpurposes.
As discussed with our Customer Care Representative, we are unable to refund your ticket as it is Non-refundable as per the airline rules. We do apologize for the...
frustration and confusion this situation has caused you. We have offered the refund the refundable taxes as a good will gesture.
There is nothing further that we can action on our part, so we consider this file resolved.
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: I do not receive any results from my complaint executed by Justfly.comSincerely,Carlos [redacted]
Good day,
As mentioned by our Customer Care Representative, we have informed you that it is not possible to be able to offer details on all the [redacted]'s that our passengers would need to travel around the world.
We offer many flights which would make this impossible to ensure the details are always correct and up to date. For this reason, we offer the link to ensure that your documents and questions are answered accordingly.
We have contacted the airline on your behalf but they have refused a refund for this matter.
Again we apologize for the inconvenience but we cannot refund the amount due to a lack of the proper documentation.
Best regards,
Customer Care Team
Complaint: [redacted]I am rejecting this response because:I call Alaska Airlines and they do charge $125 per tickets my wife and I undestand that [redacted] is refunding the $100 they charge to hold the tickets but they fail to advise us was that on top of the deposit we will still be penelice by the airline [redacted] is irespossible to there customes by committing fraud in there promises to charge $100 to hold tikets and never disclose to the customet that there will be penelice anyway,and I feel [redacted] should be resposibnle for not disclossing the charges before the promise to hold the ticketsSincerely,[redacted]
Good day,
Thank you for your message.
As we appreciate the frustration in having the prices change when trying to book. This is something that we have no control over as a travel agency. As stated in our Terms & Conditions:
'All prices displayed on our website are subject to change at...
any time without prior notice. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airline and other travel suppliers may change their prices without notice.'
I have included a copy here within for review.
There is no further action e 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 Representative is currently reviewing your booking and will response back as soon as possible.
Thank you in advance for your patience.
Best regards,
Customer Care Team
Complaint: [redacted]I am rejecting this response because:
The response does not even address my complaint, which is that justfly told me I would be paying a total of $300 to cancel my flights, and instead charged me $1300. The response appears to relate to the details I provided concerning all events leading up to the cancellation. Prior to cancelling as recommended by justfly I tried on two occasions to modify my flights through the justfly website. One time the total fees were represented in the web transaction to be about $700 and the other $400 (different flights). On both occasions I received an error message telling me I needed to call justfly (it turns out that justfly actually charged me $300--not the amount represented for the transactions but a different amount--for each of these attempts but then refunded it). When I called justfly I was not told that the transactions were not completed because there was no availability (and did get the flights I wanted by rebooking after cancelling). Instead, I was told by the justfly representative that it would be cheaper to cancel and rebook than to modify as I had been trying to do. Again, I was informed this was because I would only be charged $300 to cancel. That representation was completely inaccurate because (1) I was charged $1300 instead of $300 and (2) the cancellation was not cheaper than modifying. I was only provided the (inaccurate) excuse about there being no availability for the flights I selected after multiple communications with justfly. My complaint does not relate to flight availability and the overcharge has nothing to do with flight availability--it relates to misrepresentation of the cancellation fees. I believe the error message in trying to modify online is intended to get people to call to generate more fees. I did request the recording on May 26 in writing as required by justfly but have not received it.
Sincerely,[redacted]
Good day,
Thank you for your message.
As discussed with our Customer Care Representative, we have reviewed your file. As we apologize for the inconvenience, the booking was already cancelled the refund was processed.
As a gesture of good will we have also gone ahead and sent a cheque...
for the amount that was charged as fees on your credit card. This was processed last week and you should receive it shortly.
There is no further action we can provide, therefore we consider the file resolved.
Best regards,
Customer Care Team
Complaint: [redacted]I am rejecting this response because this is another bizarre response from JustFly full of errors and inaccurate statements.
1. On April 24, 2017 (10 business day ago), I was told by JustFly that my Seat Assignment Fee will be reimbursed within 2-10 business days. SO FAR I HAVE NOT RECEIVED THAT COMPENSATION. So, please go ahead and see why JustFly failed to comply with its own commitment with regards to compensating me back the Seat Assignment Fee within the timeline referenced in their own email. It is also strange that you don’t notify properly the customer that you are going to charge Seat Assignment Fee, even when you are not able to assign those seats.
2. My question was that I have been charged TWICE for the SAME 2 TICKETS (for [redacted] and son). Being charged two times for the same tickets, means that I was charged 2 times for the ticket for [redacted] and I was charged 2 times for the ticket for my son. Son, instead of paying around 18 hundred USD for 2 tickets, you ended up charging me around 36 hundred USD for 2 tickets. I hope I am clear in my statements, because you failed to address the request in your so called response.
After addressing the questions raised above, please make sure that I am charged 1765.21 USD for 2 tickets, and not a cent more than that amount. 1765.21 = $1,797.11 USD (price quoted in the final booking confirmation that I received from JustFly on April 4, Tuesday with the ticketed itinerary: see attached) - $31.90 (Seat Assignment Fee)
Sincerely,[redacted]
Complaint: [redacted]I am rejecting this response because:
The issue has gotten worse - not resolved. [redacted] canceled my reservation all together with [redacted] Airlines without any communication (see attached). I am including an attachment of my reservation with [redacted] as well as what [redacted] Airlines shows on their system.
Please note - I am not asking for my money back - I want the reservation as they sold me back in October. I have a hotel and tours schedule and paid for that are non-refundable and immunizations that are required for this trip. I just want what the sold me in October. :-)
I look forward to hearing from you and appreciate any help you can provide. This is very stressful as I am traveling with others.
[redacted]
phone: [redacted]
Sincerely,[redacted]
From: [redacted] Sent: Wednesday, July 12, 2017 10:52 AMTo: JustFly <[redacted]>Cc: info <[redacted]>Subject: Re: You have a New Message from Revdex.com Serving San Francisco Bay Area and Northern Coastal California, Consumer Complaint #[redacted]
Good afternoon,
Your email states that there are two attachments. I do believe that such statement was made erronioulsy, there is nothing attached to this email. Please re send with attachments.
Thank you,
From: JustFly <[redacted]>To: [redacted] Sent: Wednesday, July 12, 2017 1:43 PMSubject: Re: You have a New Message from Revdex.com Serving San Francisco Bay Area and Northern Coastal California, Consumer Complaint #[redacted]
Good day,
Re your complaint sent via Revdex.com we would like to clarify that the booking was made online and usually our system provides you with the best offer first marked in the top corner We found a better price for your trip on alternate dates. and you terminate your reservation you received a checkup page as per attached documents to verify your booking
N.B. attached 2 documents
Document 1 is the alternate date
Document 2 ist the checkup page before you agree and terminate your reservation
As a good will, we can refund the amount 75$ of the mod fee, about your request to refund the tickets we regret to refund the ticket due the tickets are non-refundable
Thanks you
Just Fly Team
On Wed, 5 Jul at 1:29 PM , JustFly <[redacted]> wrote:
Good day,
Re your complaint sent via Revdex.com we would like to clarify that the booking was made online and usually our system provides you with the best offer first marked in the top corner We found a better price for your trip on alternate dates. and you terminate your reservation you received a checkup page as per attached documents to verify your booking
N.B. attached 2 documents
Document 1 is the alternate date
Document 2 ist the checkup page before you agree and terminate your reservation
As a good will, we can refund the amount 75$ of the mod fee, about your request to refund the tickets we regret to refund the ticket due the tickets are non-refundable
Thanks you
Just Fly Team
Good day,
Once again, the rules of the ticket and our terms and conditions state that a transfer is not possible. We have attempted on your behalf with the airline to get a transfer but when using the Travel Credit, it is non-transferable nor refundable. We cannot change the name on the file, therefore the credit is only available to Ms. Barba.
We do apologize for this inconvenience but we abide by the rules of the ticket.
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. We cannot locate the Membership with this email address. Was it perhaps signed up with an other one?
There are no charges on your credit card on file of 5.95$ either.
Please let us know if there is another account created.
Best regards,
Customer Care...
Team
Good day,
Thank you for your message.
One of our Customer Care Representatives was already working on your file from the email you had sent in days ago. As discussed, we have investigated and contacted the airline on your behalf for these overcharges. We have confirmed that there is a refund in...
process directly coming from the airline within 3 weeks time frame.
We apologize for the inconvenience this matter has caused you.
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 previously discussed with our Customer Care Representative, we have reviewed your booking and confirm that the Basic Economy was chosen and confirmed at the time you booked online.
We are an agency and we need to follow the airlines rules concerning changes or cancellation on booking. As mentioned, after the ticket is issued it is not permitted by the airline to make any changes.
This was the reason why our phone agent recommended to cancel the booking within the 24 hours window allowed by the airline.
We have already processed the refund of the seat assigned fee, as a gesture of good wil,l which should already be back on your card.
We do apologize for the experience you had with our service and will provide your feedback to our training team.
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: I did contact them right away. They did not pick up at all on the customer service line. I am aware they are shady and aren't refunding or making changes so I am not seeking that. I am just making a record so other people know ahead of time. They did pick up days later after I purchased another flight on united and asked them questions if I could use part of my round trip air fare. They probably recorded that. As far as I am concerned I hope others learn from my experience. Thanks.
Sincerely,[redacted]
Good day
Thank you for your message.
As discussed with out Customer Care Representative, we have confirmed the refund will be processed as requested. This should be received within the next 10 business days.
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 your booking. For the Seat Assignment Fee, we have explained that this is never guaranteed as some airline do not allow it in advance. This is mentioned in our Terms & Conditions....
However, we have
gone ahead and refund this amount to your card already as a gesture of good will.
As for the fare change, this is something that is out of our control as an agency. The invoice showing the actual amount you were charged after agreeing to the new price was sent of once more.
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 currently looking over your booking and complaint. We will revert back shortly with our findings.
Thank you for your patience.
Best regards,
Customer Care Team
Good day,
Thanks for sharing the details of your recent booking experience with us. We will take that feedback forcoachingpurposes.
As discussed with our Customer Care Representative, we are unable to refund your ticket as it is Non-refundable as per the airline rules. We do apologize for the...
frustration and confusion this situation has caused you. We have offered the refund the refundable taxes as a good will gesture.
There is nothing further that we can action on our part, so we consider this file resolved.
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: I do not receive any results from my complaint executed by Justfly.comSincerely,Carlos [redacted]
Good day,
As mentioned by our Customer Care Representative, we have informed you that it is not possible to be able to offer details on all the [redacted]'s that our passengers would need to travel around the world.
We offer many flights which would make this impossible to ensure the details are always correct and up to date. For this reason, we offer the link to ensure that your documents and questions are answered accordingly.
We have contacted the airline on your behalf but they have refused a refund for this matter.
Again we apologize for the inconvenience but we cannot refund the amount due to a lack of the proper documentation.
Best regards,
Customer Care Team
Complaint: [redacted]I am rejecting this response because:I call Alaska Airlines and they do charge $125 per tickets my wife and I undestand that [redacted] is refunding the $100 they charge to hold the tickets but they fail to advise us was that on top of the deposit we will still be penelice by the airline [redacted] is irespossible to there customes by committing fraud in there promises to charge $100 to hold tikets and never disclose to the customet that there will be penelice anyway,and I feel [redacted] should be resposibnle for not disclossing the charges before the promise to hold the ticketsSincerely,[redacted]
Complaint: [redacted]I am rejecting this response because:I've requested a refund and have not received it.Sincerely,[redacted]
Good day,
Thank you for your message.
As we appreciate the frustration in having the prices change when trying to book. This is something that we have no control over as a travel agency. As stated in our Terms & Conditions:
'All prices displayed on our website are subject to change at...
any time without prior notice. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airline and other travel suppliers may change their prices without notice.'
I have included a copy here within for review.
There is no further action e 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 Representative is currently reviewing your booking and will response back as soon as possible.
Thank you in advance for your patience.
Best regards,
Customer Care Team