JustFly – Double charge

I’m writing to express my deep disappointment and request a refund for a situation that has caused me significant emotional and financial distress.

Recently, I booked four airline tickets from Chicago to New York for my sister and her three children—one of whom has been battling cancer for the past three years. My sister has been by his side in the hospital throughout, and I wanted to do something kind for her, so I paid $899 out of my own pocket to give them a short and much-needed break. I’m a single mother myself, with limited means, so this was a heartfelt gesture and a financial sacrifice.

After booking, I realized the departure time was 6:00 a.m., which would be extremely difficult for her to manage with three kids. I called your customer service and was told I could make changes up to 42 hours before departure without any penalty.

On July 22nd, I noticed later flights available at a lower cost, so I started a live chat—which I later realized was with an AI system. I was assured multiple times that if I canceled the tickets, I would receive a full credit of $899. Trusting that information, I agreed to cancel the original tickets. Then, I asked the agent (AI) to rebook the new tickets. I was told each would cost about $200, which seemed fair, so I gave my approval.

To my shock, my credit card was charged $758. When I asked why, I was told it was a penalty. I immediately asked for everything to be canceled, but was told the $758 could not be refunded if the tickets were canceled.

At this point, I have paid a total of $1,657 for a trip that was originally $899—and I haven’t even received the service I intended. I feel misled, taken advantage of, and heartbroken. I trusted the guidance I was given and acted in good faith.

I’m not asking for anything unreasonable—only that you refund the $758 and reinstate the original tickets. I don’t have the financial capacity to lose this money, and I truly hope you can find it in your hearts to do what’s right.

Please understand that this trip was meant to bring joy to a family that has been through so much. I kindly ask that you review this matter with empathy and urgency.