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Consumer reviews about JUST FLY

Oct 15, 2016


My wife purchased tickets on-line for a medical emergency after another airline cancelled my flight. She purchased cancellation insurance in case we were able to book an earlier flight at the airport. My cancelled flight arranged an earlier arrival time to assist in the medical emergency. My wife called within 2 hours to cancel the flight I purchased with Just Fly. They refused to help her. When I called, I was sent to an off-shore customer service department and spent 30 minutes on the phone. They charged me a $75 per ticket cancellation fee (each ticket cost $150) and told me I needed to go through the insurance to get that back. When I called the insurance, they said they could have given me a refund, but Just Fly has cancelled my insurance. When I called Just Fly back, they said that they had to charge the $75 each and they had to cancel my insurance. I asked to speak with a supervisor. At first, I was told there is no supervisor. Then I was told that the supervisor is on another floor. I asked to be transferred. After being kept on hold for another 20 minutes, I was hung up on. I called back the next day. It took 21 minutes to get to a supervisor, who informed me that the only way to get a full refund is to cancel the flight within 4 hours of purchase and call them. After going through the timeline, the supervisor informed me that our SECOND attempt to cancel was at 4 hours and 3 minutes, and they would not issue a refund. He completely ignored the fact that the flight WAS CANCELLED WITHIN 4 HOURS, and that my wife has called within the specified time, but they refused to talk to her, even though she was the one to purchase the tickets. No matter how we pointed out their errors, they refused to work with us and address our issue. They got our money, and then refused to talk to us. VERY POOR CUSTOMER SERVICE.

Dec 3, 2016

Failure to notify/rebook flights when Airline has schedule change

Third party providers in the airline ticketing industry are notified by the airline of a fllght reschedule. Airlines work directly with the third party provider, in this case JustFly.com, versus contacting the traveler directly. Why you might ask? Because the third party is working on your behalf. The airline also does not have access to your personal contact information. Therefore, the airline immediately notifies the agency and the agency the traveler. If this does not happen, expect a headache at the airport.
Now, here is my experience with JustFly. Travel was from the US to Europe with layovers each way. The departure flight going was fine. The return flight home was an actual nightmare. When I arrived at Dublin Airport Air Canada refused to check me in (bags) because I could not make my connecting Air Canada flight in Toronto in time for the layover. Actually, my connecting flight was to leave before I ever touched down in route from Dublin to Toronto. I spoke with Air Canada after my trip and got to the bottom of the issue. The Air Canada flight was rescheduled from mid afternoon to early afternoon and notified the third party providers/travelers. My friend with the same itinerary but who booked her flight via Expedia.com was rebooked onto a later flight and incurred no obstacles, hassle, or questions at Dublin or Toronto airport with Air Canada. Just Fly on the other hand did nothing with the information provided to them by the airline and left me high and dry.
This led me with running through the airport like a competitor in a timed obstacle course obtaining and then rechecking my bags going in and out of customs and security numerous times because the airline could only send my bags to my layover location in Toronto. Also receiving inaccurate information from desk to desk. There was no hope for me to obtain my bags go through customs, security, and finally get to the ticketing counter to resolve the issue and make the same flight home with my friend. Please heed this advice and pass on them. If life gets in the way and you need flexibility, whether your fault or theirs, you will be the one to pay. Their customer service will put you on "hold", after a few moments another "hold", ask to transfer you to online services, and then connect you to Air Canada failing to take any responsibility or resolve the matter which is a screw up of poor operations. This business appears to be a "Going Concern".

Albert Alfonso
Dec 28, 2016

Albert Alfonso

These people should be out of business.
The absolute rudest incompetent company.
Do not use them.

Mar 22, 2017

Horrible Service

Horrible service, they messed up my fly dates, and I had to cancel my reservation, but not without first paying an extra 75 dollars cancellation fee. This website is a scam! Never use it.

Jul 19, 2017

Worst exerience

I was severely disrespected over the phone as a women. They constantly ignored what I was asking and I have never felt so disrespected. They also changed my flight, but were unwilling to help me without $100+ worth of fees even after I paid for trip insurance and cancellation. It was such a bad experience I regret working with them. Avoid Justfly at all cost.

Dec 7, 2018

Not the same price online when they email invoice

Purchased 2 airline tickets online that were not the same online prices when I received my invoice. I immediately call and cancelled but now must pay $150.00 cancellation fee for each ticket. The time between purchasing and cancelling them was less than an hour. WHAT A SCAM!

Feb 18, 2019

Free flights?

I should have read these reviews first or booked directly through the airline.

Currently, everything is a go and I have an invoice that says that all is well.

I contacted the airline and they are happy.

I would be too except that no money has been paid from my card except for Justfly's fees.

I know that this will bite me in the ass if I don't get it taken care of but nobody at Justfly will listen to me.

I do want to pay but I can't even find an email for Justfly.

I fully expect to find out days before my trip that my reservations have been cancelled.


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