JustFly
Reviews and Complaints

Date- Saturday, January 6th, 2018
Time of issue- ~7:15 am - 9:30 am
Flight number- 2469
Booking number- [protected]
Conformation Number- DLG93Y

-Description of the Incident-

Hello. My name is Patricia Dugan, and I was scheduled for a return flight to the DFW airport from Pittsburgh with my two children. Due to the weather, this flight got canceled. So through their website, I attempted to book another flight for all three of us together on the same day, but no matter how many times I attempted, errors kept popping up for an unknown reason.

So, I attempted to book them separately. I booked my flight first($49), but when I attempted to do the same for my children, I could not. They gave me a number to the customer service with the suggestion they would solve the issue stemming from their website. I called.

The customer service was horrible. I was transferred 11 times total, and every single time I was transferred, it was like the issue restarted all over again. They had to ask my name, confirm details and facts that I had reported in the previous calls, and then they each gave the same conclusion, I can't do it. The music played for each transfer call was glitchy and did not play properly. Not only that, but all of the people I talked to had some sort of accent or broken English that made it extremely difficult to communicate properly.

Understandably, I was beginning to become heated at this point. After 7 times of being transferred, I began to keep track of names and departments. The 7th person I was transferred to was named Cindy, and she was in the support department. The 8th was Angie (sales), and the 9th was Mia(customer service).

Mia was extremely rude. She actually hung up on me, while telling me I needed to call back if I wanted to speak with someone else. So I did. Calling back, I was matched up with a person named 'Any'(?- this is exactly how she told me to spell her name), and she told me that she could not solve my problem. I stopped her from transferring me to the sales department once again and got her supervisor on the line, Arvy.

Arvy refused to compensate me for their website issues, slow and quite frankly terrible customer service, and the absolutely wasted two hours. Instead, Arvy attempted to get me to pay the cancelation fee($75), which is actually more expensive than my flight seat. This is absolutely ridiculous.

To resolve this issue, I would like a full refund of my $49 without having to pay the cancellation fee, as well as a written apology from Justfly. Not only that, but I would like appropriate monetary compensation for the time I will have to spend in weather conditions that caused my flight to be canceled in the first place. (Since the hotel was only booked up until the time of my previous flight).

Thank you for your time in reading this complaint and resolving this issue, and I will not be using Justfly's services ever again.

I booked my round trip flight from IAD to Delhi from 21st Dec to 1st Jan on Oct 2 for $1600. Saudi Arabian airline changed the initinary to create a negative -3 hours of layover in Riyadh, challenging laws of physics.
I thought i must be some confusion. But, that was deliberate and Both Just Fly and Saudi arabia airlines forced me to cancel my flight just 5 hours before I was to board the flight.
Now I am asking full refund for my round trip but none of them is helping me out.
When I call Justfly they say they are dependent on airlines and when I call Saudi Arabian airlines they say they cannot do anything until Justfly says so.Its a vicious circle.
I planned for this vacation to be with my family after an year. But today, I lost my time and not even getting my full money back due to Just Fly.com and Saudi Arabian Airlines. No one is ready to own up to their mistakes. Its the customer who suffers and I hope my suffering and money make them happy! I have spend endless hours on calling both and begging them to cancel my return flight too as the way they cancelled outgoing and provide me full refund.
I do not get any answers just they pass balls between each other and harass me more.
By confirmation number is JustFly Booking Number: [protected].
I am attaching both my original itinerary and changed itinerary showing -ve layover time for reference.

Just called to ask for a refund and they are not only telling me it costs more than the ticket to refund it, but the travel protection I purchased to cancel it only works for 24 hours. What is the point of that?

Stupid.
Also, they would not transfer me to a manager no matter how many times I asked. This is unheard of in guest relations.

[censor] them.

Beware.

I booked a flight with Justfly.com for my daughter to fly from St. Louis to Venice, Italy to visit her Aunt over Christmas break. I booked initial flight on 9-25-17 for dates 12-12-17 through 12-21-17. On Nov 3 I received an email from Justfly stating that the airline has changed my itinerary and in order for me to view the changes I had to click ok within the email. Upon inspection of the new itinerary I noticed that it has my daughter changing airport at her first layover that are 1 1/2 hours apart. I called the airline to see if they provide the transportation between airports and they do not. I then contacted Justfly to ask if they provide transportation and after being transferred and placed on hold I found out they do not either. I then asked if there was a flight she could be changed to that didn't involve the change in airports and was informed that they would submit a request to the airline and would email me in 24-48 hours. After 48 hours with no receipt of email I called again, was told again the same thing, they will submit request and I will receive email in 24-48 hours. Two days later and still no receipt of email I call again. Each of these phone calls cost me 1-2 hours with transfers and hold time. They will tell you to hold for 3-5 min and continue to update you every 3-5 min for at times an hour. I have spoke to 5 different supervisors and now am told they can not change flight unless I pay $400 fee. I have spoke to the airline and they have a flight and we're willing to change but unable because Justfly has control of the reservation. I plan to go as far as I possibly can with complaints, newspaper, media to get word out about how horrible this website is. I just pray my daughter makes it to her destinations and home safely without issues. My hopes are to prevent others from the frustration I have had to incur during this process.

There is nothing about my experience with Justfly that I am happy about NOTHING, it has been an awful and aggravating experience. I have called several times to speak with a supervisor I have been left on hold till I eventually hung up after 20 min. I have been told several times someone will call me back and not received a call back.

I made a reservation for my daughter to come home from school and realized that I had selected one of the dates incorrectly. She was to come home on 12/14 and I incorrectly selected the same flight on 12/15. I called back within 30min and was on hold nearly another 30. When I finally spoke with someone they said they could not change the reservation as it was too new... my only option was to cancel and rebook for a fee of $75.00 ... crazy... how dare you, but I had no choice, I needed to correct the flight. I booked the correct reservation and was told I would receive email confirmation as well as an email to re-purchase my flight insurance. I HAVE YET TO RECEIVE ANY EMAIL from JustFly. I have called several more times, I have gone online to request it the only thing that shows on my account is the cancelled flight. I am on hold again right now after being on the phone for over 30min... I have confirmed my email many times, I have checked my spam and I have yet to receive anything. This is just horrible. I had to pay 75 dollars to cancel a flight that could not be changed because it was too new... absurd. And I have spent hours over several day trying to get email confirmations or access the updated flight information on my JustFly account. I have been able to do neither. When I log into my account and check bookings it only lists the cancelled flight.
I have been on the phone now with supervisor Ren 3320. She keeps telling me that all they have to do is document that it has been sent and it has been sent numerous times... she keeps telling me to refresh and check my spam ... I have done this numerous times all week to no avail. Finally Ren gave me the ticket numbers so that I should be able to check in with Delta. I still do not have a written/email confirmation for the flight insurance. I have provided my daughters email address and hope that she will receive the emails that they've told me were sent. This is simply infuriating and just not a good experience all around. I look forward to my daughter not having any issues in her travels and then to never use or refer JustFly.
Ren 3320

I requested for December 8 to 10, but received a ticket for December 6 to 8. The website changed my dates when I paid. It took more than usual to get the transaction approved. When it approved that is when I noticed that there was something wrong with the itinerary. I called their customer service within 30 seconds. A lady who could hardly speak English told me that I would lose $200.00 as a penalty for changing dates or cancellation.

I agued with her vehemently until she had me connected to her supervisor, who also spoke very bad English. It was when I asked for the CEO's telephone number when she reduced the penalty to $75. I was still fuming angry even with that.

I put her on hold while I called my bank to stop the payment. The gentleman at the bank assured me that it would take 48 hours before the payment can be processed, since the following day was Thanks Giving Day.

I purchased 2 adult flights through Justfly, com, I believe it may have been my error, but I cannot believe I would have been so mistaken as to have selected a flight with a 10 hour layover and arriving a day after we are supposed to check in. However, I was willing to accept the error was mine. I did not attempt to blame Justfly.com when I called customer service within an hour of booking the flight, in fact it was 45 minutes later. The customer service agent stated they could not change the flight, which is what I expected, she went on to say because I purchased the extended cancellation option that was my best course of action. I would be charged only the $39.98 I paid for the extended cancellation option. I explained the flights had been booked less than an hour from my call and had been an honest error, also pointing out they had a 24 hour cancellation policy that provides a full refund subject to cancellation fees...so not a full refund really. They charged me $39.98 for cancelling less than an hour after the purchase due to what was accepted as an honest mistake on my part. The customer service agent was rude and initially attempted to prevent me from speaking to a supervisor stating they would tell me the same thing. When I insisted, she said I would have to hold for 3-5 minutes, it was actually 11 minutes. The supervisor picked up identified himself as "Vic" and provided and employee # as 6031 when I asked for an operator #, he began by reiterating what the female customer service agent said without asking me what my concerns were. Vic went on to say once the flight was cancelled I could not book on either flight again as they would be sending the information to the airlines.

When I reread the extended cancellation fee that I purchased I saw that it is for within 24 hours, not over 24 hours, so I made an error there as well or I would have been charged $74.00. The fees are outrageous. It continues to amaze me how flight booking sites and airlines continue to do as they like because as consumers we have no other options.

Date of Incident Nov 13, 2017
Justfly Booking Number: [protected]
Spirit Airlines Confirmation Number: Q6UHNY
I tried Justfly for the 1st time & booked online on Nov 11. The travel dates I entered on the site were not correct in the itinerary I was emailed. I am a busy traveller & when I went to check the actual itinerary 1.5 days after booking I realized the site has messed up. I spent hours on the 13 trying to resolve the issue, the customer service was horrific, I lost business hours in my day & while all of this was going on, I ended up missing out on the last direct flight as originally (or I thought) booked. On top of all of this, I tried to go onto JustFly again to change for correct dates on the site & it charged me $500 plus & gave me incorrect dates again.
I'm so frustrated, just want to be able to go home to see my family for the holidays & honestly can't afford the mistakes that the website is making.
I would love to recommend JustFly to friends & family & use it for future travel, but it's honestly left me in tears, out of pocket & unable to go home for Christmas. [protected]@rtrmedia.com

I tried to book a flight online though the airlines from BHM to BUF.
I of course went through; "Search for the best price" and it came to JustFly.com, along with other's that were quite a bit higher.
When I put in the dates, I noticed the return date was a month AFTER I was going to return. I changed the return date to 1 week to the day after leaving.
I didn't see anything about NO REFUNDS anywhere on the page!
I booked the fight for me and my grand-daughter. $744.00
When I looked at the print out the date for return was still wrong and when I went in to change it, it said, there was a $150.00 fee to cancel the booking.
The next day I realized the $150.00 was worth the price to cancel but then i seen that there was NO REFUND on the ticket and I had to pay another $550.00 for a return flight.
I called and got a person who couldn't speak English. She kept saying, hold on and then came back and said something like if i canceled I could use the ticket for the next year before it was no valid at a fee!.

JustFly Booking Number: [protected]; American Airlines Confirmation Number: CGZAFG:

Kathie/Kortney Goodwin
Seat Assignments: 15F and 15E
Seat Assignment charge: $15.95 per seat
NO seat assignment charged by American Airlines for these seats, however JustFly charged $15.95 per seat assignment.

I wish to request a refund of the seat assignment based on the information I was able to procure from the American Airlines.

The seat assignment charge is a discretionary charge by JustFly and was not paid to American Airlines.

Please reverse the charge of $31.90.

Thank you.

Kathie J. Goodwin
kgoodwin.[protected]@gmail.com

ok so I received an email from spirit airline and it stated that I only paid $71.19 but for some reason I was charged more I need this problem fixed please and thank you look at the picture below, I hope the stories I read about this company isn't true, that your customers do not come first, because I paid $106 and from what my itinerary receipt I should had paid less so can you fix this problem or get me to a supervisor, manger or someone that can help me you can contact me at this number [protected] again thanks

I purchased several international tickets with Justfly. Two of the child passengers were unable to fly  so we canceled tjier tickets, which were refundable. I was advised there would be a $150 cancellatiin fee but was never informed of a second $175 fee. This was definitely a hidsen fee. Each ticket was purchased at $505 and when cancelled I was charged $150 automatically within minutes of the cancellation per ticket, so a total of $ 300 on my original form of payment. This in itself caused me an issue being the money was not in my bank account and cause my account tongo negative. No one informed me that the $300 would be charged right away, in fact the way the agent explained it I would be decduted from the ticket amount ( $505 ). I contacted justfly once again to get an explanation of the charges and this is when they explained the $300 was charged upfront and that I will be refunfed $323 per ticket because there is anotger $175 charge from the airline that will be deducted from the $175. So after all the hidden fees my refund anmount is $180 per ticket from the $505 we originally paid. This is a scam, misrepresentation of cost and false advertisement. This company robbed me blind and I would lime for them to refind me the  $175 per ticket for a total of $350 that i was not advised of and the financial inconvenience  to myself.

My name Ionina Nadiya Grigorievna
I booked my flight from JFK New York to Tivat Montenegro on 08-23-2017.
I changed flight three times at the same day, because time was not convenient for me . It happened because I did not clearly understand all flight details speaking with agent on a phone.
The agents told that I will not have extra charges, because the changes I have made were done at the same day just during the 1-2 hours.
I've departed at 7:10 pm on August 30 2017 from JFK New York to Tivat Montenegro with Aeroflot Russian Airlines flight 103
My returned trip was at 1;10 pm on September 9 2017 from Tivat Montenegro to JFK New York with Aeroflot Russian Airlines Flight 2053 to Moscow and Flight 122 from Moscow to New York.
Everything was OK.
But when I received all charges on my credit card I noticed some unreasonable extra charges and I disagree with those charges.
Below you can see charges posted on my credit card :
August 23 Aeroflot 1, 212.93
August 24 JUSTFLY.com 28.90
August 24 JUSTFLY.com 75.00
August 24 JUSTFLY.com 79.54
August 24 JUSTFLY.com 99.53
August 24 JUSTFLY.com 80.72
Total : 1, 417.54
I do not understand what is 99.53 for ?
I would like to have refund of these unreasonable charges.
Thank you very much
Sincerely
Nadiya Ionina
PS By the way my first complain I submitted on October 14 2017, but did not have any answer. This is second time I am sending my complain

Run run away. This company is very dishonest, so be careful booking from them. Or never book at all.
The biggest problem is their hidden fees. So let's say you want to buy the ticket $200 worth. It's written that the price includes all the fees (the website, the airport, the airline, everything), but in fact when you see the final price the amount of money is different. 250 dollars or even more.
Why? Hidden fees. And I am begging you to please check your information before booking and paying. Don't make mistakes, be very attentive. Or you will pay a lot more.
Please, use another website for booking. It's the best I can advise.

My name Ionina Nadiya Grigorievna
I booked my flight from JFK New York to Tivat Montenegro on 08-23-2017, and I changed flight three times at same day because the time was not good for me, and I did not understand all flight details while speaking with agent on a phone .
The agents told me that I will not get additional charges because the changes were done at the same day just during 1-2 hours.
I departed on August 30 2017 from New York JFK to Tivat Montenegro with Aeroflot Russian Airlines
My returned trip was on September 9 2017 from Tivat Montenegro to JFK New York. Everything was OK.
But when I received all charges to my credit card, I noticed some extra charges and I disagree with those charges.
Below you can see charges on my credit card :
23 August Aeroflot 1, 212.93
24 August JUSTFLY.com 28.90
24 August JUSTFLY.com 75.00
24 August JUSTFLY.com - 79.54
24 August JUSTFLY.com 99.53
24 August JUSTFLY.com 80.72
Total 1, 417.54
I do not understand what is 99.53 for
I would like refund of unreasonable charges.
Thank you very much
Sincerely
Nadiya Ionina

The flight was canceled and they didn’t inform us about that! I have called alitalia call center, agency which sold us tickets, everyone told to us everything is as scheduled, but when we arrived to the airport they said our flight doesn’t exist, and that is canceled before we have bought the tickets! They gave us another ticket, but when we landed to Rome, they didnt let us fly to Chicago, and they demanded to buy another ticket for my baby son which was 2( his birthday happened overseas, because they cancelled our flight). We had to spend another night on the airport in Rome with baby, without room, food or anything else. They left us to wait at the airport. It was very hard for us to spend two nights at the airport, without anything, to miss 2 days at our jobs, to be humiliated and left at the airport. We lost our money on waiting, and we had to buy another ticket. I’m very dissapointed how they treated us, and i’m demanding for refund and compensation of our expenses at the airport.

I booked four tickets for my family to fly from USA to Rome. I was so excited to get them for 1000 round trip each. I raved about the great deal I spent months waiting for. On our return trip United says we need to buy a new ticket for our 2 year old since his birthday happened overseas. I was told to call united and they told me the ticket was 800 dollars. I called Justfly.com and after being on hold for over an hour. Our flight leaves, then I tell you guys to rebook our reservation for later in the day. Then you tell me I have to buy all new tickets! I then bought tickets from you for another airline, and because it didn't process in time I had to then cancel and rebook another more expensive flight. We are now into double the cost of our entire trip when I budgeted. 4000 dollars just to return home another evening in Rome 200, a 21 hour layover in Lisbon, another booked room, then a 6 hour layover in Boston, Just to fly home! I was in the airport for over 6 hours in one morning with two kids under the age of two! What the hell!

I used JustFly to book a flight. BIG Mistake. From the original website to being redirected to Justfly website, the departure and arrival cities were reversed. I noticed the second after booking and tried to call their "Customer service" (HA!) They charged me $75, they didn't care at all it was their website, (I went back to check the original dates and departure arrival cities on the website that directed me to JustFly, I explained this "There are no free cancellations"

Ahem. LESSON LEARNED. Don't book with secondary websites that charge fees solely for themselves as Alaska airlines has a free 24 cancellation which I've used before. JustFly? They hit you with a charge. This website sucks and if you have a problem you are on your own..

They don't have ANY customer service. This charge will be disputed with my credit card. It will not be paid.

I cannot put into words how frustrated I am with your customer service! I have spent about 4 hours on the phone talking with 4 different representatives, ( only one who was able to converse fluently in English) trying to get our airline reservation problem corrected. The situation is this: we had reservations to fly to St Thomas in November for a meeting, but because of the extensive hurricane damage to the island the meeting cannot be held there. We were instructed to have our ticket refunded, or the amount credited to be used for a different flight within a year. We were told that there is a Change Fee Waiver code to be used. Your representatives either do not understand this or refuse to use it (possibly due to their lack of fluency). Can someone in your company please help to resolve this situation?
Patricia Carol Wood Welsh, [protected]@gmail.com

I booked a reservation through this website and when the paying process page is loading the price had not change at all. But when the bill summary come out, the price has risen $150 than the original price. So I called the website, they said sorry but I still need to pay $25 dollars to cancel it after I wait on the phone for more than 45mins. Bad service