Good day,
Thank you for your message and feedback.
As mentioned by our Customer Care Representatives, we have reviewed your booking and sent you the new itinerary. There was only a very minor schedule change that occurred to your booking. A ten minute difference.
There is no...
further action we can provide on this booking, therefore we consider the file closed.
We apologize if there was an inconvenience caused with the initial email.
Best regards,
Customer Care Team
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and will accept the business response with a caveat:
Yes, JustFly did try to call me two times on 5/24/17 and 6/2/17. I DID NOT receive any emails from their company though like the claim. This entire experience has tainted our vacation, the first vacation my husband and I have taken together in 7 years. It is a shame that I had to go to this extent to receive the credit that I was told by their customer service representatives I would receive, or to go the extent I did for them to understand how dishonest and deceitful their representatives are by literally not informing customers that they are going to blindside them with multiple charges 2 times for thousands of dollars, not honor their words, and then simply charge them whatever they want!
I received a call from [redacted], but at the time, she phoned, the caller ID stated "UNKNOWN". I often receive many sales calls and do not typically answer from numbers I do not recognize, let alone one that does not provide a number at all. I attempted to call her back after the initial 5/24 phone call, but unfortunately, the phone call was dropped just as they attempted to transfer me, which seems a little weird. Because of my anger and frustration over this entire mess, I refused to call them back. Maybe childish yes, but I just did not have the patience to deal with them further. Following [redacted]'s second phone call to me on 6/2, JustFly credited my account for the original airline fares that I was told we would receive a credit for originally when I called them to inform them we could not go to Belize. Was that a coincidence I do not believe so. It was the right thing to do because that is what I was told on the phone by their representative. Something needs to change with JustFly’s business practice. The whole experience stinks from their deceitful customer representatives, to the lack of information on their website, to the fact you cannot find a single piece of information about the company anywhere. Not about the owner, the address where they are located, absolutely nothing! Transparency and honesty are obviously not representative of their company vision and I will not be doing business with JustFly again.
Lastly, I am very worried that once I close my complaint with JustFly they will come back and reverse the credits or simply charge my credit card for this entire experience as an additional “penalty”. Maybe my research into their company following this experience has made me paranoid, but I feel it is a valid concern considering what has happened. I ask please that the Revdex.com will help me and ensure they are held accountable now and in the future. Sincerely, [redacted]Sincerely, [redacted]
Good day,As mentioned by our Customer Care Representative, we were finally able to have the ticket re-issued. They were already sent by email last week.There is no further action we can provide, therefore we consider the file closed.Best regards,Customer Care Team
Good day,
Our agent has attempted to explain how the pricing and procedures work and you were not interested in hearing and hung up on her. As an agency, we do not have control of the price changes nor the availability that is offered by the airlines. This can change at any given moment.
There is no further action we can take from our part, therefore we consider the file closed.
Best regards,
Customer Care Team
Good day,
As we apologize for the delay in getting your first call and claim resolved in a timely manner, we have worked together with the aniline to get your tickets re-issued as requested.
Once again, your claim has been responded to and resolved as you have the tickets. We consider the file closed as there are no further actions that we can provide.
Best regards,
Customer Care Team
Thank you. I do not have internet at home, so I am at the library responding to your email. Please excuse the delay. The dates are as follows: 9/10/2017 to 1/10/2018. My number is [redacted]. Best regards, Ian
Good day,
We do apologize for the delay but we assure you that the refund is being processed. Upon checking with the airline, we can see that the refund was not processed when the first request came in, and rather a couple weeks ago.
One of our Customer Care Representatives has been trying to reach you to explain this to no avail.
As the refund has already been processed, there is no further action we can provide. We consider the file closed.
Best regards,
Customer Care Team
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
Good day,
Thank you for your message.
As mentioned by our Customer Care Representative, we are awaiting some details from you on what the Insurance had stated as an outcome to this booking.
Without these details, we are not able to investigate further and will need to close the...
file.
We look forward to hearing from you.
Best regards,
Customer Care Team
Good day,
Thanks for sharing the details of your recent booking experience with us.
As discussed with our customer care representative, there are several option provided to you. We have received the Dr. notes so we will now forward that to the airline in the attempt to get a waiver for your...
changes.
Our agent will contact you once there is some more details.
Kind re[redacted]ds,Customer Care Team
Good day,
Thank you for your reply.
One of our Customer Care Representatives has contacted you awhile ago with the details of our policy.
Please be advised that we do not falsely advertise free cancellations within 24 hours. The screenshot that was sent to you clearly shows that once one hovers the mouse over the (i) next to the <24 Hour Cancellation> the details do appear.
We are not responsible if this information is not read on the customer's part.
We are not able to provide any compensation for this matter and consider the file closed.
Best regards,
Customer Care Team
Complaint: [redacted]I am rejecting this response because:
It appears they didn't even acknowledge or respond to any of the complaints I made in my response to them. I will consider this matter not satisfied and have already spoke to an attorney regarding a class action lawsuit.Sincerely,[redacted] ([redacted])
Good day,
Thank you for your message.
As discussed with our Customer Care Representative, we will process the payment of your expenses pertaining to the calls with our agents on your phone bill to your paypal account.
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 had communicated with you concerning the options you had to make the change requested. You were not amendable for the fees that would have incurred and requested the booking to remain untouched.
The travel...
dates have now passed and we show the tickets have been used/flown. Due to this, there is nothing further we can provide, therefore we consider the file closed.
Best regards,
Customer care Team
Good day,
Thank you once again for your message.
One of our Customer Care Representatives has reviewed the booking and has explained our terms as an agency.
As a travel agency, our role is to put the widest range of airline fares, offerings, and features at your disposal, so you can find the itinerary and price that best suits your travel needs. However, there are many rules and restrictions governing such discounted fares. Therefore, this is
the responsible of the passenger to read and comprehend them before choosing a ticket. You had selected a fare with warning of its rules and limitation, you agreed to this fare and you booked it regardless of the warnings.
We are obliged to follow the airline's and fare rules on a ticket, the basic economy fare as stated does not allow upgrades, changes or advance seat selection etc. You were offered a void when you called because within 24hrs of booking, that was your only option, now that option has expired. Its over 24hours so the tickets are now bound by the fare rules and we are not able to overturn this.
There is no further action we can provide, therefore we consider the file closed.
Best Regards,
Customer Care Representative
Good day,
As per the message our customer care agent has left you, there was a delay in processing the cheque but we assure you that it was sent out last week.
You should be receiving it this week.
At this time, we consider the file resolved.
Best regards,
Customer Care Team
Complaint: [redacted]I am rejecting this response because: jet blue is the company who refunded my money NOT just fly. Also, there was no message left on my phone I spoke with your "representative" I have no idea how you can justify even calling him that. He was rude, uneducated on the situation, unfriendly, and not helpful in any sense. this company needs to take responsibility for its poor actions of stealing consumers money, and not properly handling complaints.
Sincerely,[redacted]
Good day,
Thank you for your message and feedback.
As we appreciate the fact that something came up and you were unable to uphold this booking, we do state on our website in our Terms and Conditions, we clearly outline the fees for our cancellation. Here is what is stated:
If a price...
increase occurs after you have made a reservation that affects your travel package, we will notify you of the price increase before taking any further steps. However, no price increases will affect your travel package once your reservation has been finalized.All reservations are non-refundable unless otherwise stated. If you find that you must cancel a reservation for any reason, please contact us. We will do all we can to assist you in this process. However, please be aware that even if your cancellation is allowed and your reservation is thus refundable, it may be subject to an administrative cancellation fee of $150.00 per passenger for international flights, $125 for trans-border flights between Canada and the USA and $75 for domestic flights.For U.S. bookings, even if your ticket is nonrefundable:Within 24 hours of purchase, you may cancel your booking and receive a full refund, subject to our cancellation fees.You may choose to opt-in to our Extended Cancellation Policy, for $19.99 per passenger, which will allow you to cancel up to a full 24 hours after purchase without subjecting you to our standard administrative cancellation fees.All reservations are also non-changeable and non-transferable unless otherwise stated. If you need to make a change to your reservation and that change is allowed, please be aware that such change is subject to a fee of $75 per passenger for domestic flights, $125.00 for trans-border flights and $150.00 for all other flights. There may also be fees or differences in price charged by any third-party suppliers (e.g., airlines, hotels, cruise lines, etc.) included in your reservation.
That being said, we have, for this One time occasion, refund the fee completely as a courtesy. In the future, this will not be a possibility. The refund should show up on the card within 7 days.
There is no further action we can provide, therefore we consider the file closed.
Best regards,
Customer Care Team
I received a partial refund, the entire refund still needs to be processed.
Thanks
Good day,
Thank you for your message and feedback.
As mentioned by our Customer Care Representatives, we have reviewed your booking and sent you the new itinerary. There was only a very minor schedule change that occurred to your booking. A ten minute difference.
There is no...
further action we can provide on this booking, therefore we consider the file closed.
We apologize if there was an inconvenience caused with the initial email.
Best regards,
Customer Care Team
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and will accept the business response with a caveat:
Yes, JustFly did try to call me two times on 5/24/17 and 6/2/17. I DID NOT receive any emails from their company though like the claim. This entire experience has tainted our vacation, the first vacation my husband and I have taken together in 7 years. It is a shame that I had to go to this extent to receive the credit that I was told by their customer service representatives I would receive, or to go the extent I did for them to understand how dishonest and deceitful their representatives are by literally not informing customers that they are going to blindside them with multiple charges 2 times for thousands of dollars, not honor their words, and then simply charge them whatever they want!
I received a call from [redacted], but at the time, she phoned, the caller ID stated "UNKNOWN". I often receive many sales calls and do not typically answer from numbers I do not recognize, let alone one that does not provide a number at all. I attempted to call her back after the initial 5/24 phone call, but unfortunately, the phone call was dropped just as they attempted to transfer me, which seems a little weird. Because of my anger and frustration over this entire mess, I refused to call them back. Maybe childish yes, but I just did not have the patience to deal with them further. Following [redacted]'s second phone call to me on 6/2, JustFly credited my account for the original airline fares that I was told we would receive a credit for originally when I called them to inform them we could not go to Belize. Was that a coincidence I do not believe so. It was the right thing to do because that is what I was told on the phone by their representative. Something needs to change with JustFly’s business practice. The whole experience stinks from their deceitful customer representatives, to the lack of information on their website, to the fact you cannot find a single piece of information about the company anywhere. Not about the owner, the address where they are located, absolutely nothing! Transparency and honesty are obviously not representative of their company vision and I will not be doing business with JustFly again.
Lastly, I am very worried that once I close my complaint with JustFly they will come back and reverse the credits or simply charge my credit card for this entire experience as an additional “penalty”. Maybe my research into their company following this experience has made me paranoid, but I feel it is a valid concern considering what has happened. I ask please that the Revdex.com will help me and ensure they are held accountable now and in the future. Sincerely, [redacted]Sincerely, [redacted]
Good day,As mentioned by our Customer Care Representative, we were finally able to have the ticket re-issued. They were already sent by email last week.There is no further action we can provide, therefore we consider the file closed.Best regards,Customer Care Team
Good day,
Our agent has attempted to explain how the pricing and procedures work and you were not interested in hearing and hung up on her. As an agency, we do not have control of the price changes nor the availability that is offered by the airlines. This can change at any given moment.
There is no further action we can take from our part, therefore we consider the file closed.
Best regards,
Customer Care Team
Good day,
As we apologize for the delay in getting your first call and claim resolved in a timely manner, we have worked together with the aniline to get your tickets re-issued as requested.
Once again, your claim has been responded to and resolved as you have the tickets. We consider the file closed as there are no further actions that we can provide.
Best regards,
Customer Care Team
Thank you. I do not have internet at home, so I am at the library responding to your email. Please excuse the delay. The dates are as follows: 9/10/2017 to 1/10/2018. My number is [redacted]. Best regards, Ian
Good day,
We do apologize for the delay but we assure you that the refund is being processed. Upon checking with the airline, we can see that the refund was not processed when the first request came in, and rather a couple weeks ago.
One of our Customer Care Representatives has been trying to reach you to explain this to no avail.
As the refund has already been processed, there is no further action we can provide. We consider the file closed.
Best regards,
Customer Care Team
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
Good day,
Thank you for your message.
As mentioned by our Customer Care Representative, we are awaiting some details from you on what the Insurance had stated as an outcome to this booking.
Without these details, we are not able to investigate further and will need to close the...
file.
We look forward to hearing from you.
Best regards,
Customer Care Team
Good day,
Thanks for sharing the details of your recent booking experience with us.
As discussed with our customer care representative, there are several option provided to you. We have received the Dr. notes so we will now forward that to the airline in the attempt to get a waiver for your...
changes.
Our agent will contact you once there is some more details.
Kind re[redacted]ds,Customer Care Team
Good day,
Thank you for your reply.
One of our Customer Care Representatives has contacted you awhile ago with the details of our policy.
Please be advised that we do not falsely advertise free cancellations within 24 hours. The screenshot that was sent to you clearly shows that once one hovers the mouse over the (i) next to the <24 Hour Cancellation> the details do appear.
We are not responsible if this information is not read on the customer's part.
We are not able to provide any compensation for this matter and consider the file closed.
Best regards,
Customer Care Team
Complaint: [redacted]I am rejecting this response because:
It appears they didn't even acknowledge or respond to any of the complaints I made in my response to them. I will consider this matter not satisfied and have already spoke to an attorney regarding a class action lawsuit.Sincerely,[redacted] ([redacted])
Good day,
Thank you for your message.
As discussed with our Customer Care Representative, we will process the payment of your expenses pertaining to the calls with our agents on your phone bill to your paypal account.
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 had communicated with you concerning the options you had to make the change requested. You were not amendable for the fees that would have incurred and requested the booking to remain untouched.
The travel...
dates have now passed and we show the tickets have been used/flown. Due to this, there is nothing further we can provide, therefore we consider the file closed.
Best regards,
Customer care Team
Just wanted to comment on this last rebuttal. As the customer states, we are waiting for documents. There is nothing to accept or reject.
Good day,
Thank you once again for your message.
One of our Customer Care Representatives has reviewed the booking and has explained our terms as an agency.
As a travel agency, our role is to put the widest range of airline fares, offerings, and features at your disposal, so you can find the itinerary and price that best suits your travel needs. However, there are many rules and restrictions governing such discounted fares. Therefore, this is
the responsible of the passenger to read and comprehend them before choosing a ticket. You had selected a fare with warning of its rules and limitation, you agreed to this fare and you booked it regardless of the warnings.
We are obliged to follow the airline's and fare rules on a ticket, the basic economy fare as stated does not allow upgrades, changes or advance seat selection etc. You were offered a void when you called because within 24hrs of booking, that was your only option, now that option has expired. Its over 24hours so the tickets are now bound by the fare rules and we are not able to overturn this.
There is no further action we can provide, therefore we consider the file closed.
Best Regards,
Customer Care Representative
Good day,
As per the message our customer care agent has left you, there was a delay in processing the cheque but we assure you that it was sent out last week.
You should be receiving it this week.
At this time, we consider the file resolved.
Best regards,
Customer Care Team
Complaint: [redacted]I am rejecting this response because: jet blue is the company who refunded my money NOT just fly. Also, there was no message left on my phone I spoke with your "representative" I have no idea how you can justify even calling him that. He was rude, uneducated on the situation, unfriendly, and not helpful in any sense. this company needs to take responsibility for its poor actions of stealing consumers money, and not properly handling complaints.
Sincerely,[redacted]
Good day,
Thank you for your message and feedback.
As we appreciate the fact that something came up and you were unable to uphold this booking, we do state on our website in our Terms and Conditions, we clearly outline the fees for our cancellation. Here is what is stated:
If a price...
increase occurs after you have made a reservation that affects your travel package, we will notify you of the price increase before taking any further steps. However, no price increases will affect your travel package once your reservation has been finalized.All reservations are non-refundable unless otherwise stated. If you find that you must cancel a reservation for any reason, please contact us. We will do all we can to assist you in this process. However, please be aware that even if your cancellation is allowed and your reservation is thus refundable, it may be subject to an administrative cancellation fee of $150.00 per passenger for international flights, $125 for trans-border flights between Canada and the USA and $75 for domestic flights.For U.S. bookings, even if your ticket is nonrefundable:Within 24 hours of purchase, you may cancel your booking and receive a full refund, subject to our cancellation fees.You may choose to opt-in to our Extended Cancellation Policy, for $19.99 per passenger, which will allow you to cancel up to a full 24 hours after purchase without subjecting you to our standard administrative cancellation fees.All reservations are also non-changeable and non-transferable unless otherwise stated. If you need to make a change to your reservation and that change is allowed, please be aware that such change is subject to a fee of $75 per passenger for domestic flights, $125.00 for trans-border flights and $150.00 for all other flights. There may also be fees or differences in price charged by any third-party suppliers (e.g., airlines, hotels, cruise lines, etc.) included in your reservation.
That being said, we have, for this One time occasion, refund the fee completely as a courtesy. In the future, this will not be a possibility. The refund should show up on the card within 7 days.
There is no further action we can provide, therefore we consider the file closed.
Best regards,
Customer Care Team