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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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D
10:31 am EST

JustFly flight

Spoke to the customer service department and I couldn't understand the young lady because her English was not that good and second she was not very helpfully with trying to help with a solution..l believe the website should be updated and better to prevent costly mistakes and canceling a reservation should cost at a maximum of $25 if canceled withend 24 hours.

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7:11 pm EST

JustFly travel credit use

I've been on the call for over an hour trying to make a new reservation with justfly using my travel credit. Booking through the website has been loading for the past half hour. The customer service people were very unhelpful. When I canceled, I wasn't told the credit could be used only towads the same airline. I asked if they could extend the validity of travel credit and I was denied, I asked if they could refund it with the cancellation price as I was offered while cancelling, I was denied. Never going to useJust fly for anything again.

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3:53 pm EST
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JustFly united airlines

I booked a flight from Idaho Falls, Idaho to Des Moines, Iowa leaving on 02/13/2018. When I got to the airport I was told there was not going to be a plane available for three hours. That would mean I would miss my connecting flight out of Denver. The airline offered to fly me to Denver and I would have to pay for a motel. The other offer was to fly me to Denver and I would get to Des Moines at midnight! I accepted the offer to fly the following morning. While in Des Moines, I received word of the death of a very close friend. I went to the airport to ask to change my departure date and was given a phone number to call. I called that number and was told to call my travel agent. I called a number for JustFly and was told they could not change my flight because of airline restrictions. I had purchased flight insurance when I bought my ticket. That was wasted money. I will never use JustFly again for any kind of travel. I had suffered a loss and was given more grief to contend with. Shame on all of you.
My flight #[protected] Confirmation# ED0G5X
JustFly confirmation #[protected] pin# 0686

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Update by Sandra Mueller
Feb 19, 2018 3:54 pm EST

JustFly is not a company to do business with.

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T
6:49 am EST

JustFly customer service

I was having a problem at the airport and the staff told me to call my agency justfly and after waiting 20 minutes they pick up the phone and couldn't understand what I was asking and the woman did not speak english at all, I could barely understand her. So I just hung up because she wasn't able to help at all. Horrible costumer service. Stay away from this company at all cost. It is a scam if you want to know more look for the better business bureau and they will tell you. I just lost my money because they wouldn't help me with my problem or refund me. I couldn't fly at all.

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5:33 pm EST

JustFly website airline reservations

I promise never ever to use this website again. First, when trying to find a flight, you see the various prices for each flight. When you select the one you like, and you complete the entries in less than two minutes, the price will change drastically when you pay with your credit card. I would then not go with that unexpected price. I would try a different date search, and again the same price jump would happen when I pay by credit card times eight tries. This seemed like a normal price scam to entice you. Anyhows, I then went to change my flight by phone days later, the call center foreign lady assured me my flight was refundable. She stated, "You are privileged with a refundable flight. So after making a new reservation, she then told me there were fees that would be deducted to my old flight per the airline. Then she said I would get only $218.66 in refund in about 6 to 8 weeks, but it would cost me another $150.00 to be charged in advance to my credit card now in order to receive that refund in 6 to 8 weeks. That would leave me $68.66 in refund. It did not matter that I made a new confirmed reservation with Justfly. She would not transfer credit because I made it with another airline. But I was not informed of this. She kept tell me about terms and agreements that I had agreed to, and what airline policies were after the fact. I felt ignorant, stupid, betrayed, scammed, and deceived. It was like going to a restaurant and order soup off the menu valued at $5, and then when you go and pay, they charge you $20 because they said the price changed, and that if I want a refund, it would cost me $18 to apply formthe refund. LOL! I will never do business with these folks. Buyers beware!

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2:46 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

JustFly cancellation and rescheduling

I am a member of the United States Military and utilized the Justfly web site to schedule my airline arrangements from Wisconsin to North Carolina. I arrived in North Carolina on Friday 19 January 2018 and was informed that due to the government shutdown, my unit cancelled our monthly meeting and I was to return home. Immediately, I got on the phone with the justfly phone number only to be told that I could not change my flight arrangements. In addition to this, I was pushed onto a sales representative who put me on 3 different airlines through 5 different cities resulting in the loss of my luggage that contained my military uniforms. I can tell you that I will never use this service again, being placed on hold, being pushed from one person to the next, and bottom line, just not receiving the customer service I expected.

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9:43 am EST
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JustFly 2 flights from newark to mexico city

Due to mandatory surgery I had to cancel our 2 flights to Mexico City last January. I was told over the phone I had one year to rebook the flights, by January 23, 2018. Now I'm being told not only did I need to rebook by then, but that travel needed to have been completed by Jan. 23, something I was not at all told, or notified of via email. I'm a large fan of immigration, but agents need to be able to speak loudly and clearly...all agents with whom I've spoken have been difficult to understand. Often I was put on hold and continually I was told the same story, with no effort whatsoever made to come up with a solution that is acceptable to me. Unless this is resolved in a customer friendly way, I will never ever use Just fly again and would never recommend them to anyone else. ---David Gaydos

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12:50 am EST

JustFly changing flights request

I have to change my return flight to the earlier date and I gave them all the alternative dates but they keep saying they cannot find the exchange flights for me. When I look into Justfly.com website searching for the same airline and same route back to US, there are plenty of them. They wanted me to book a new flight and forget about the booked ones. WHY?
It's not like I want the return flight tomorrow. It's in two weeks. And to exchange, I know I have to pay fee. Please change the flights for me. I'm not a millionaire who can afford to buy whole new tickets.

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11:19 pm EST

JustFly booking cancellation

Months after I booked paid and received the itenarary I was informed by justfly that I had no tickets! Found out the morning of flights. I was told that just fly was unable to process the payment due to security. I called credit card company and was told justfly had never even contacted them and had never requested processing of the payment. Incompetent people. Don't bother with these jokers. There's no guarantee they will process your request or provide what you want. They're in it to make money...and waste yours.

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9:33 am EST
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JustFly flight booking issue

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.

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M
3:08 pm EST

JustFly changed itinerary to - ve layover time| forced me cancel|not giving refund

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.

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J
2:51 pm EST

JustFly refund

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.

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6:29 pm EST
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JustFly reservations/ticketing/customer service.

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.

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12:03 pm EST

JustFly everything about this has been awful

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

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J
7:22 pm EST

JustFly ticket number [protected] not what I paid for.

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.

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7:46 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

JustFly flight booking service

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.

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9:31 pm EST
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JustFly nightmare experience missed family christmas

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

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4:46 am EST
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JustFly airline tickets

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!.

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1:59 pm EST

JustFly seat selection charge for seats that are not an additional charge

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

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11:31 pm EST

JustFly price difference

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

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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.

How to file a complaint about JustFly?

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- Locate and click on the 'File a Complaint' button on the ComplaintsBoard.com website. You can find this button at the top right corner of the website.

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

4. Detailing the experience:
- 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.

5. Attaching supporting documents:
- Attach any relevant supporting documents to strengthen your complaint. Avoid including sensitive personal data.

6. Filing optional fields:
- Use the 'Claimed Loss' field to state any financial losses and the 'Desired Outcome' field to specify the resolution you are seeking.

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- Review your complaint for clarity, accuracy, and completeness before submitting it.

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- Submit your complaint by clicking the 'Submit' button.

9. Post-Submission Actions:
- Regularly check for any responses or updates related to your complaint on ComplaintsBoard.com.

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