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JustFly
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4.0 1436 Reviews

JustFly Complaints Summary

1 Resolved
339 Unresolved
Our verdict: Engaging with JustFly at a 0% resolution rate requires careful navigation. Deep-dive into detailed customer experiences to uncover systemic issues. Critically assess their service descriptions against actual user feedback. When interacting, document every detail, as comprehensive records are vital in such scenarios. Exploring alternatives and understanding your consumer rights are crucial steps. If necessary, be prepared to seek external advice or intervention. In challenging service landscapes, informed decision-making and proactive steps are essential for protecting your interests.
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JustFly reviews & complaints 351

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J
7:49 pm EDT

JustFly double charging

I purchased a one way ticket to Chicago for medical reasons. I was double charged, once through justfly, and once through American Airlines. Neither admits fault, and neither will refund the money. My account was brought to zero and could not feed my family for a week. This is a terrible way to treat people. I only gave my card number to justfly, but somehow they gave authorization to the airlines so they could keep the money also by double charging me for the ticket.

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M
2:42 pm EDT

JustFly airline tickets

I had round trip flights booked for June 26th 2019 through Justfly. I got in a really bad accident and was injured. Per physical limitations and my doctor we had to cancel our trip. $4000 of airline tickets and NOTHING was refunded. No credit nothing! Instead they charged me an extra $300 to cancel and told me to purchase travel insurance to at least file my claim for the return flight. When we filed our claim it was not valid and we were told that Justfly reps do not know much about the insurance and gave us false information. Another $200 wasted!

When dealing with their customer service they were all so rude did NOT care about what we were going through and just wanted to keep put money. Their Supervisor Daniel even hung up on me. Awful! This company should not be allowed to be in business!

DO NOT USE THEM!1

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L
1:11 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

JustFly product and service

I had a trip planned last year 2018 december. On the day of my flight at the airport OR thambo Johannesburg the "air france" personnel indicated to me i dont have a visa as i need to connect in another airport (cdg to ory) paris that i was not aware.

I immediately phoned the helpline where the lady indicated to me i can cancel my flight and pay cancel fee to obtain trave credit of $1050. She indicated to me i can use this credit before 23 November 2019. And can book my flight still for december.

The only requirement when booking my flight is i need to use the same airlines (airfrance and Delta)

This week when booking i met with allot of challenges: they said i have to pay $209 dollors to book a flight again and still the travel credit is not paid for flight

Now they say i cant use travel credit to book a flight please help me because clearly i am not understanding how i have credit but cant use to book flights. There is limited flights with details and i want to secure the flight i gotten.

Please help urgently

Kind Regards

Sybrand Lourens Kotze
+[protected]
[protected]@gmail.com

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D
9:30 pm EDT
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JustFly cancellation

I booked June 26th 2019.

Price was super cheap. $537.34

However, I have to cancel the resevation.

And the website said the cancellation fee was $200

So, I was ok to cancel for the risk. And there was not

additional information about cancellation rule.

After click the cancel button.

Later, I got charged $400.

And the customer service is bad. Later, the

supervisor talks with me then they keep said there is

rule notice, but nowhere about it. Then they hang

off my call

Don't cancel or don't use the justfly.

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I
11:42 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

JustFly cancellation flight

Good evening, i purchased from JuSTFLY.com flight ticket to POLAND round trip for AUGUST 8th 2019 with the LOT Polish Airlines.The confirmation number is: NBQOMD and the booking reference number is 122-384-001. Flight has been canceled by the Polish Airlines before I made a call for a full refund. I should receive refund $829 also I purchased extra insurance for me for the amount $62.18 (travel protection) instead that amount I received $429 after everything...You took from me $200 for cancellation which I didn't make it ( that is LOT fault not mine) and one more time You charged me $200 for the ticket price. I talked 2 times with the AGENT from Polish airlines and the agreed that is their fault and I should recieve full refund. Because I purchased tickets from JUST FLY not from LOT, they said the full refund is going from Your side. I'm 83 years old women, and my English is my second language, the same as person who I spoke to...I believe the Agent from JUST FLY didn't understand what I mean to say, I didn't make any cancellation!...when he checked my number of booking he already saw my flight doesn't exist anymore. I don't understand why he didn't qualified me straight for a full refund. Instead took from me $400 after all. I travel a lot but never think that can happen to me. I feel like you lied to me, I hope JUSTFLY will resolve this problem. Thank You, sincerely Irene Donash.

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S
12:41 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

JustFly customer service and ethics

I have a really unpleasant experience with your company and staff. They putting me on hold for hours. I have a genuine problem that I am not able to make this trip because of visa issue with the Pakistan embassy. I am not able to provide the required documentation to the Pakistan embassy in order to get a visa. I booked my tickets from your website from July 27 to Aug 17. There is sufficient time to resale the ticket for the airline and for the travel agents. I call and inform justfly about my situation that I have some issues in getting a visa, I want to cancel my tickets for a full refund. Talked to one of the supervisors her name was Stacy and she said that I will do one-time exception to get you a full refund. She told me to follow up with her in 48 hours and will refund my money. Last night I got an email from just fly around midnight to call them back urgently. So I did call them midnight and they put me on hold for hours and spoil my night. However, they were not able to answer and hang up on me. I called them today this morning and spoke to Jason his ID NO 3899, he didn't know how to talk and help the client . He was harsh and threatening me that whatever you want to do it I am not going to refund your money. He did not have any ethics to talk and resolve the problem. I would like to take a serious step and resolve my issue with a full refund of my ticket. I am also attaching the link for Pakistan embassy for there visa requirement. Which they require an invitation and CNIC card photocopy of the sponsored person. Which I don't have it and I am not able to get the visa.
If you are not helping me out I will file a claim with a small claim court that your are fail to provide customer satisfaction with your service and threatening your customer.

Requirement for getting a tourist visa for Pakistan.
http://arcomp.net/pakconsulatela/visa-services/

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S
3:02 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

JustFly airline tickets

My Name is Sherif Ayad, I purshised 3 international tickets from justlfly website booking #[protected] flying date June 14th 2019 from Los Angeles going to Vilnius, Aeroflot Russian Air, and they issue my ticket' with wrong name, they combined my middle name with my last name for one word, I have been calling them for the last 5 days every single day for almost 1 hour to 2 hours and they kept saying that will be fixed between 24 hours to 72 hours, and so far nothing happened. finally they said we will send anther e mail to the airline and you have to wait for anther 72 hours, the supervisor name is Mara Id # 4958 and she refused to give me any information about corporate office in united states.I contacted the airline myself they said sorry we can't help you have to go throw the website.

at this point I am not to sure what I need to do in order to correct my name witch to have spaces between my middle name and my last name My email [protected]@hotmail.com

Thank You and appreciate your Help,
Sherif

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Y
3:02 am EDT
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JustFly flight ticket

I have to write the problem here because they do not have any E-mail address to contact them. The worst Customer Service ever. My name is Dr. Andrew Gerges. I booked a plane ticket with JustFly Booking Number: [protected]. The airline has cancelled my flight for the 5th of June from London to Cairo. I called you on 16th of May and after about 3 hours discussing the problem with 4 of the Customer Service agents They offer me first another ticket on 15th of june, 10 Days after my actual departing date. I tried to explain that this is a joke and i cant stay in london legally after 5th of june, but the Agent told me that he cant do anything. Finally I was able to speak to a supervisor, who called the airline and offered me the 3rd of June, and i am a doctor and here in England to do some work in a hospital, i had to call the hospital and get excuse to fly earlier and i confirmed with her and she tried to confirm with the airline but the airline was already closed. so she asked me not to worry about anything and she will change the flight for me and confirm tomorrow 17th and she never called and now i called on 18th of may and the customer service agent is asking me what the problem is and want to start with me from the beginning . She did not even write any notes or information with the changes. Could you please explain that to me? Now i was supposed to travel from London to Cairo and the airline changed the ticket from london to tunisia on 06th of June and they do not have any tickets to Cairo. So i will be stucked in Tunisia! When i call. They leave me on the line for at least 45 minutes and they tell me that they will call the airline and call me back and they never do.

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B
2:46 am EDT

JustFly airfare - illegal transaction

I was scammed on line by Jetfly.com with an incorrect booking and my credit card was illegally charged. I cancelled the transactions within one hour of the booking and was charged $185 without my approval. I have called the company immediately and they put me on multiple holds and refused to addressed the cancellation or fraudulent charges.

Reference: [protected]

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Update by Brin123
Apr 30, 2019 2:55 am EDT

This is a scamming operation and should be stopped from ripping off customers in United States.

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K
6:41 pm EDT

JustFly customer service and knowledge of tickets

I wanted to get tickets for my family and my self, and Ian (a lady) helped me over the phone and she told me it was better to make 2 reservations and I agreed because at the end I was still going to pay the same price. After giving her all my info she put me on hold for 45 min ! When she finally answered back she tells me that I was going to lose my money if I cancelled the first reservations and that the second one didn't go through because I couldn't travel with 2 infants by my self. Obviously I was very confused, so I asked to speak to a supervisor Selena who is super rude, no manners, and unhelpful. She said that my other option was to book my second reservations with them and call the agency directly to add my baby. I was so confused and when I told he to explain to me what was happening she put me on hold for 2 hours! Until she hang up on me! I called again and I wanted to know how come the sales lady didn't say it couldn't be done and why was I going to lose my money if it was them who told me it was better to do 2 reservations. I have been on the phone for 5 hours now! And they still can't solve anything. Oh and they spelled my husband's name wrong and I have to pay 75 to get it fixed. I will NEVER buy tickets from justfly.

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D
9:53 pm EDT

JustFly deceitful customer service

The person at the end of the line promises that they are booking one kind of ticket but they do just the opposite.
My wife booked tickets for overseas travel asked specifically about luggage allowance and was told that there would be one checked and one carry on piece of luggage included per ticket. Only to find out three days before the flight that she made a "soft reservation " which basically does not entitle the ticket holder to any luggage. Now, about the remediation: she was told that she will be called 24 hours later after the investigation was concluded and no surprize there she didn't receive a call. Upon calling she was told that she will receive a call in another 24 hours. The matter hasn't been resolved yet but we are not holding our breath. The tactics used by these people are those of first rate scammers. Best advice: 1. Stay away from JUSTFLY. 2. Research the booking company before handing over the money. Very simple.

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S
5:04 pm EDT

JustFly purchasing a flight on the justfly.com website

I purchased a ticket resv from justfly.com invoice #[protected] and invoice #[protected] that was booked on icelandair in economy on 21 november 2018. The justfly website does not clearly state what level economy you get with their ticket. Their ticket just says economy. There are two levels of economy (economy light and economy standard). Justfly does not offer economy standard only economy light which does not include baggage just carry-on. No where on their website or the receipt does it indicate which economy level you purchased. When you check with the airlines (icelandair) you find out you purchased economy light. This ticket ended up costing me another $200 to check my luggage. The price difference to buy economy standard was only $30 on the icelandair website. Go directly to the airline website do not use justfly.com. Icelandair does not want to help you because you purchased your ticket from justfly.

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Q
12:56 am EST

JustFly asked to speak to manager and was on hold indefinitely and then flight cancelled

I called customer service to ask why I was charged twice and sent two itineraries. The agent was very rude and condescending, expressing that I must have gone onto another website to purchase my ticket - when I was only on JustFly's website. He said my return flight wasn't showing up in his system, and so it must be my mistake and I needed to talk to the airlines that I purchased the ticket from. I only used JustFly. I asked to speak to a manager multiple times and he place me on hold for a very long time. While on hold, I got two emails saying my flight was canceled. What is happening over there?!

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I
10:17 am EST
Verified customer This complaint was posted by a verified customer. Learn more

JustFly customer service + app push notifications

I am on hold right now(Well, not anymore b/c she refused to help) with a customer service rep that laughed at me when voicing my aggravation about receiving CONSTANT push notifications direct to my phone, even AFTER I UNINSTALLED the application. I asked to be transferred to their IT department- she said "That is not possible to transfer you". I asked for the phone number she says "I don't know". After I called her out for laughing about the situation, she REFUSED to forward me to a manager because I wouldn't provide my booking number. The issue has nothing to do with my booking, it has EVERTHING to do with the APP and CUSTOMER SERVICE. When I questioned her laughing at me she panicked, then amazingly refuses to transfer me to her boss? Reason stated, I "WAS DENIED". When i got upset she said she was going to "TERMINATE OUR CALL". She just repeated herself saying " I CAN'T HELP YOU" I am contacting my local agencies to report the push notification violation that was NOT AGREED TO. The customer service I received today was SHAMEFUL!

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L
7:58 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

JustFly not being able to use justfly credit

I purchased a Ticket back in July of 2018. I couldn't keep the flight because of a family issue. I was given a $431.00 credit. I was told I have to use it before June 2019. I've been trying to book a new flight. I've been told that I have to pay extra to book a flight. The agents at Justfly have not been helpful at all. They just keep telling me that even though I have a credit of $431.00 I cannot use it.

I'm extremely frustrated and don't know what to do. So I'm reaching out to you in the hopes that I can re-book a trip using my credit without being charged EXTRA! I'm not a rich person and cannot afford to just shell out money. Please HELP!

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S
10:48 am EST

JustFly flight change

I purchased tickets from San Diego to Florida online and paid extra for insurance. When I received my confirmation I noticed it wasn't the flight I wanted/booked and I called immediately. The agent assured me it was a direct flight. In fact it isn't, I called back to change and was told there was nothing they could do, but I could call the airline which is a total of $600 difference. I am furious. I asked them to cancel my current reservation and rebook, as I see online it is even cheaper now on their website and I told them they could keep the difference which is about $300 and they wouldn't, after 2 calls - my phone call was dropped in the middle of our conversation - the lady who confirmed my phone number "in case we get disconnected" - didn't call me back - thoroughly disgusted and infuriation. We have a son in a wheel chair, I need and booked direct flights - I will NEVER use this and I will bad-mouth this service at every opportunity. SHAME ON YOU Justfly.

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T
6:19 pm EST
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JustFly changing a name on a ticket

My name is Terry Celeste Morgan. I booked a ticket on justfly leaving from Philadelphia to Orlando on 12/24/18 going to Orlando returning on 12/28/18. I am flying out on Spirit and returning on American Airlines. The trip is for myself and my daughter. I followed the instructions to put in both names and date of births however once booked the information came out wrong. My name was on the ticket twice, once as Ms. Terry Celeste Morgan, and again as Terry Celeste Morgan. I am not sure why or how this happen but I did not put my information in the system this way. It makes no sense to do this, when the trip is for me and my daughter. Once I realize this mishap, I contacted justfly, I was informed to call Spirit to correct the problem and I was only told the problem was to correct the error of the word Ms. I did that and they correct the problem. I check my tickets days later and notice that my name was on the ticket twice. I called justfly again and again told to call the airline. I contacted Spirit and told them the problem without any hesitation they corrected the problem. I contacted American Airlines and was told justfly could fix the problem and when I contact justfly they told me it's nothing they can do American Airlines has to fix the problem so now I am getting the run around. I explained to both companies how this is a trip for me and my daughter to help us through the holidays due to me losing my son. We are struggling emotionally and financially, we thought getting away would help us try to regroup. However since justfly and America Airlines only solution to my problem was to buy another ticket instead of just changing the names, I had to put another purchase on my credit card. I don't think this is fair and I would like a refund for the ticket I purchase. This may not be a lot of money for your company but $152.20 is for someone like me and my family. I don't have a copy of the document but my booking number is [protected] if you look at it you will see the names twice no one would make this mistake. I am hoping you can fine a better way to help me. Although I must say your agents Mr. Friday and Ms.Gam were extremely helpful but agent Mr. Rass was not professional at all. He put me on hold and never told me . I stayed on hold and used another phone to call back and that's when I got your agent Gam. Mr. Rass also cut me off a few times and was just rude. So I do thank the agents that tried to help me with my matter.

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S
1:08 pm EST

JustFly don't use this booking agent

In March of 2018 we booked tickets for 3 to fly to Guatemala in Jan 2019 for 2, 100.00 I bought the extended cancellation protection for 70.00. In December 2019 I attempted to reschedule/cancel this reservation due to a death in the family, and a birth in the family. I was told that the "extended" cancellation policy only covered me for 24 hrs after making the reservation in March. I tried to reschedule for July of 2019. They were not willing to do this for less than almost double of what my original reservation cost. I was then told that even a month and 4 days early I could NOT cancel this reservation. I was further told that I could only receive a travel voucher good for 1 year from the date of the original booking, and even this travel voucher cost me 450.00. And I have to book now before March 7, 2019 or lose the entire amount.

I will NEVER book with JustFly again, and I STRONGLY recommend that no one else does either.
And to top it all off, TrustPilot, who handles the reviews for JustFly, won't LET me post a bad review.

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K
4:21 pm EST

JustFly refund fraud

Hello,

My name is Katarina Scarmack. Wife of Jospeh Scarmack, he is active duty Airforce.
We recently booked flights to go home through just fly. They charged us to cancel and is now trying to charge us $300 more per person than the website lists. They are scamming us and already costs us $1800. To fly home for Christmas and now they want us to pay $1, 200. To rebook! On top of our $1800!

I'm not sure if your aware of how much military people make but that's over an entire months pay! We have 2 children and we are just trying to go home for Christmas since the military gave us orders all the way across the states! One time a year and this company is making it impossible
For us to go home to our family!

I need someone's help ASAP please, this is NOT ok! And a big scam! No one mentioned this policy to us before canceling our flights!

Thank you,

Katarina Scarmack
[protected]

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J
4:14 am EST
Verified customer This complaint was posted by a verified customer. Learn more

JustFly bought airline tickets for 6 people and flight was changed

I bought 6 airline tickets from Boston to Paris, the airlines contacted me to tell me there was a flight change. We could travel on the flight change so they said they would refund me my money. I received an email that day saying they refunded me the money to contact Justfly about the refund. I contacted Justfly to be told yes they did receive the refund but it would take me 6 to 8 weeks to receive to call my bank because they had the money. I called my bank and was told they had no record of my refund. I have never had any problems with my bank getting my money before. I called Justfly back getting disconnected twice and they kept giving me the same story. It has been over a week since the airline refunded the money. I will never go thru this website again. It didn't take them 6 to 8 weeks to take my money for the tickets. My bank has filed a claim against them so hopefully I will finally get it back.

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JustFly Customer Reviews Overview

JustFly is an online travel agency that offers customers a platform to book flights, hotels, and car rentals. Their website, justfly.com, provides users with a search tool to find and compare prices for various travel services. JustFly aims to facilitate travel planning by providing a range of options to suit different budgets and preferences. The company's services are accessible through their website, allowing travelers to make reservations at their convenience.

JustFly In-depth Review

In Summary: JustFly offers a comprehensive online platform for booking flights, with a user-friendly interface and competitive pricing. While the website and mobile app are generally well-received for their functionality and design, customer service experiences vary. Additional services like travel insurance and car rentals add value, but the cancellation and refund policies could be more flexible. JustFly's social media engagement and environmental initiatives show promise, but there is room for improvement in transparency and customer support.

Website Usability and Design: JustFly's website is praised for its ease of navigation and visual appeal. The mobile responsiveness ensures a seamless booking process across devices. Users can efficiently search and book flights, although some may find the number of options overwhelming.

Flight Booking Options: The platform offers a wide variety of airlines, covering both domestic and international destinations. Flight time selections are ample, catering to flexible schedules, and the price range is competitive, appealing to budget-conscious travelers.

Pricing and Value for Money: JustFly provides transparent pricing with a breakdown of costs. However, some users have reported unexpected fees at checkout. Deals and discounts are available, but the site does not consistently offer a price match guarantee.

Customer Service Experience: The responsiveness of JustFly's customer service team can be hit or miss. While support is available in multiple languages, the quality of assistance and resolution of issues do not always meet customer expectations.

Payment and Checkout Process: JustFly accepts various payment methods and ensures the security of transactions. The payment process is clear, and customers receive prompt confirmation and receipts after booking.

Additional Services and Features: Travel insurance options, car rentals, and hotel bookings are conveniently offered. JustFly does not prominently feature a loyalty program, but travel advisories and alerts are provided to keep travelers informed.

User Reviews and Testimonials: Customer satisfaction levels vary, with a mix of positive and negative feedback. The reliability of user reviews is generally good, and there is a significant volume of feedback to help new customers make informed decisions.

Cancellation and Refund Policies: The flexibility of cancellations and refunds is an area where JustFly could improve. Fees for changes are standard, but the process can be cumbersome, and credits for future use are not always clearly outlined.

Mobile App Experience: The JustFly app is well-designed with useful features and functionality. It performs stably, but user ratings on app stores reflect a mix of experiences.

Social Media Presence and Engagement: JustFly maintains an active presence on social platforms, with regular customer interaction and feedback. Promotions and announcements are shared, but social media support options could be more robust.

Environmental and Social Responsibility: JustFly has begun to implement sustainable practices and occasionally promotes carbon offset programs. However, detailed information on community involvement and ethical business practices is not readily available.

Company Reputation and Reliability: JustFly has a presence in the industry but has not garnered significant awards or recognition. Business accreditation and ratings are average, with mixed media coverage and public perception.

FAQs and Resource Availability: A comprehensive FAQ section is available, along with travel guides and tips. Accessibility information is provided, but educational content for travelers could be expanded.

Comparison with Competitors: JustFly holds a competitive position in the market with some unique selling points. However, a thorough competitive analysis reveals both strengths and weaknesses, with alternatives available for consumers seeking different experiences.

Overall Experience and Recommendation: JustFly is suitable for a range of travelers, especially those looking for competitive pricing and a user-friendly booking experience. While the platform is trustworthy, the variability in customer service and the rigidity of cancellation policies should be considered. Overall, JustFly is recommended with the caveat that users should be prepared for potential challenges in customer support.

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- Summarize the main issue with JustFly in the 'Complaint Title' section.

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- Provide detailed information about your experience with JustFly. Mention key areas such as transactions, nature of the issue, steps taken to resolve it, personal impact, etc.

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