JustFly review: Cancellations fees are not honored

I booked a ticket through JustFly for my friend, and I bought a $48 fee Cancellation option.

My friend got sick with covid and her doctor advised her not to fly. Since I bought the ticket, I asked for the Cancellation on the flight, where JustFly promise to refund 100% of the Airline ticket that was $368.

JustFly asked to send a picture of her passport and a letter signed by a doctor and with the Hospital stamp, which we did upload to the link JustFLy sent us.

JustFly have only 4 options to communicate with them:
JustFly does not have a live Customer Support person available talk to them, EVER; they send you to an AI assistant on all the FOUR ways to communicate with them:

1. Online messaging (or online text)

2. Cell phone text

3. WhatsApp text

4. Phone number that sends you to any of the above options.

After 3 weeks of trying to get my refund, they keep rejecting with the excuse that "the airline doesn't accept cancellations", which is not true, because we talk to Virgin Airlines, and they say it's ok to cancel a trip for medical reasons, but we have to do it through JustFly.

There is no way to talk to a live person; the only way to communicate is through the automated software or AI, programmed to ONLY reject any attempts to cancel, even though JustFly admits I bought the cancellation fees.

After days 'communicating' with the AI text, ALWAYS rejected my request of cancel the flight, even though I talk to a sales person, and he promise they'll honor my cancellation fee: he put me on hold FOR EVER! Over three hours waiting!

When I talk to my Credit Card Bank and I explain the situation, the representative told me: "We can dispute the charges on the basis that you didn't received the cancellation service."

When the bank contacted JustFlky, JustFly send me a text and an email message, asking "the reason I initiated a charge back", clearly showing they either don't care, or they never have live people monitoring their "support' through AI text.

My bank is in the process to apply a charge back, but I need to file this complain so JustFly refunds my money.

Here are some detailed videos explaining the whole situation, including the conversation with the JustFly sales person:

Just search in YouTube: "justfly cancellation scam."

1. https://youtu.be/ViHTqqBCyoQ?si=y3S8nSrZTuPGU381

2. https://youtu.be/JVUzqEyOY-A?si=2dnCQ9aHqs_REi0w

3. https://youtu.be/S4bp9P-LkEI?si=Br2udIFaZVyuw9xo

4. https://youtu.be/305LWJ5pm64?si=OQGwTeAIE90bN1eo

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