cestmoi123

Justfly got "featured" in the Haggler column at the NYT. Not exactly flattering.

http://www.nytimes.com/2016/05/22/yo...ype=collection

Mylene Talbert Siebring

Justfly is a scam.

This is the worst company ever. Never book a ticket with this company. I booked a ticket for my 30 year anniversary for $5800 and then found out my husband had cancer. It took me over 40 hours of phone time and about three weeks to get one email showing the correct amount for each voucher. Now months later we are ready to do the trip again. And once again my nightmare starts I was on the phone with just fly for nine hours speaking to seven people, one of them pretending to be a United agent who intern hung up on me. I was given the representatives name and extension and when I called and asked for her and her extension the girl kept telling me she didn't know how to connect to an extension, then I was told there was no such thing as that extension, Then I was told I'd have to wait for a manager and she could make the phone call. Then after another hour wait there was no manager. And after two hours of waiting on hold the person I was speaking to told me that she just found a note on the computer saying Vanessa would call me Monday. Funny, that it took her two hours to find a note on the computer of course I don't believe her all the representatives deflect deflect deflect at every question . No representative can give you a yes or no answer only a bunch of excuses that solve nothing. I am disgusted with this company

wvannorden

Their prices may seem attractive, but if you need to change or cancel a trip, they are a nightmare! They will slam you with hundreds of dollars of random penalties and they will do everything they can to deny you any credit. They still have hundreds of dollars of mine and they simply deny it. I have spend hours on the phone and simply get the run-around.

melissatravels

The Better Business Bureau has actually warned against doing business with them. My experience with Justfly has been the worst travel booking experience I've ever had. The initial booking was easy enough but when I ran into trouble with my trip and called customer service that's when the problems began. I realized the day after I booked my trip that the dates weren't going to work. I called Justfly customer service to find out if the tickets were refundable or what kind of charges I'd be facing if I changed my dates. The first agent I spoke to, Karen, told me that the tickets were refundable but that I would be charged $75 per passenger for cancelling the trip. I told her I wanted to talk that over with my partner and she informed me that I only had an hour to call back. Somehow my calling to ask about cancellations and changes started a 1 hour window, and if I didn't call back in the given time I wouldn't be able to cancel at all? It was really stressful and bizarre. So I did call back (21 minutes later! inside the window!) and spoke to Lloyd who helped me cancel the tickets I'd booked and assured me that the tickets were refundable and that I would receive that full refund in 6-8 weeks. What a relief!
Then ONE MONTH LATER I received notification that those tickets were suddenly NOT refundable and now the company is refusing to help and is actually being quite rude on the phone. If the tickets were not refundable and they had actually told me the truth in the beginning I would have found a way to take the trip in spite of the dates being not ideal. But now it is TOO LATE. If I took that trip now I would likely be fired from my job. It is unpardonable to have misled a customer this way. At the very best it is abominable customer service; at the worst it is fraud. I lost more than $600 because they have ill-trained staff and no customer service recovery options. I will never use them again and I caution all potential customers to consider booking with someone else. This company has no idea what they are doing and they don't care about the customers AT ALL.

EmptyKim

This thread has more first post members than any other thread I've seen on FT. Does anyone really have first hand experience with JustFly? No need to argue ticket changes and such. Just straight up booking and flying experience.

Thunderroad

I have the same reaction and question. The Tripadvisor link in one or more of the posts here similarly takes one to a thread with loads of first-time posters, almost making me wonder whether someone has a vendetta against the firm.

Nevertheless, I'm extremely skeptical about the company. Both here and on Tripadvisor, there are some posts by regular site participants. And links to such external sites as the NY Times Haggler column really raises concerns about this outfit.

Anyway, I'd welcome any additional input on JustFly.

char777

I booked a ticket with them about a year ago. I was looking to book DEN-IAD-BRU-LYS, BRU-JFK-SFO on a specific combination of UA and SN. Looking on Kayak, Justfly was $30 cheaper, and whenever I'd try to click through to the UA site to book, UA gave me an error. Oh well, I thought. I'll just save $30 and book on here. It can't be any worse than Orbitz, right?

I entered my credit card information, submitted everything, and I was "confirmed." Well, I don't think I was ever emailed anything, and it didn't ticket right away. I also noticed shortly afterward that one of my flights was different — instead of flying IAD-BRU on SN as I anticipated, Justfly booked me on UA, forcing me on a layover that was either way too long or way too short (I can't remember which now). Maybe I just wasn't paying attention when I was finally booking it on Justfly, but I had a very deliberate routing I wanted to take, and I didn't want to mess around with a site that was already looking pretty dodgy. It's not worth booking on something you've never heard of and doesn't even have a clear address on where the business is based.

I read through Justfly's terms and conditions and started to panic, especially after seeing the $250 change fee and a bunch of other crazy stipulations. I was able to call, and because it hadn't been ticketed yet, they did a "one-time" cancellation without any penalty. I consider myself lucky to have gotten out of it relatively easily. To be fair, I don't remember the phone agent being overly difficult, but I think I was in a very rare case when I immediately saw issues and was able to reverse it before my credit card was ever charged.

In the end, I think it's always worth it to book directly with airlines unless if the agency is reputable (Orbitz, Expedia, etc.) and the discount is worth the extra hassle and potential issues during IRROPS.

Mimi carter

My husband got a ticket from justfly, customer service is horrible. I don't understand thier english either. It is the worst customer service ever in my life, they said they can cancel the ticket but it is not refundable. What? Are you serious? I called the airline directly, i was told there is a ticket for the other date. but jistfly said there is no ticket for same date i asked to airline and if i cancel it the tickets i bought is not refundable.. Unacceptable service... Very regret buying the ticket from them. I already talked to all my friends about it and put on facebook. Hope there is no more ppl like me.

masherid

I booked a flight with them and paid for insurance so that I could change or cancel my flight without penalty. When I tried to do that, they did not honor it. They wanted to charge me an additional $200. They are a dishonorable company. Beware.

Richard Berg

Dang, should have searched FT before booking...!

Anyway, I recently bought a RT ticket on Air China: EWR-PEK-EWR, in J. On Kayak, JustFly had advertised this fare as $2678.63, while all the other agencies (as well as direct booking) were more like $2900. Nice savings, worth a try, right?

On the JustFly receipt, they break out charges like so:
Airfare: $2175
Taxes & Fees (including Seat Assignment Fee): $518.58
Total: $2698.58

On my credit card statement, I see:
AIR CHINA 999815358XXXX $2678.63
JUSTFLY.COM $14.95

Weird, but I didn't think much of it. The undisclosed $15 fee is small compared with the savings, and I'm getting it reimbursed anyway, so who cares, right?

Well, after the system finished ticketing, I tried to pull up the reservation on airchina.us so I could confirm the booking details and add my MileagePlus number. No dice.

A google search on how I might accomplish this brought me to this thread. Read all 5 pages and most of the links. Uh oh. By now I've written off the UA miles and am furiously crossing my fingers for no IRROPS. Will keep you guys posted!

CindANNElla

I booked a flight from miami to zurich for the end of July through justly. The airfare was Turkish airlines, so it had a layover in istanbul.
Due to the political situation in Istanbul i asked them to cancel the flight.

I was calling customer service a bunch of times; average waiting time on the line approximately 5 to 7 hours.
I was told the flight could not be cancelled.
Furthermore i had payed the fee for insured tickets.

So i called that insurance a couple of times: due to the fact that the flight was not in their timeframe of affected flights, they would not cover anything. Turkish airlines wasn’t able to dos something either, trying to tell me that Turkey would be a safe travel destination.

So i asked the airline again, what they could do about it. The only way to keep the value of the ticket would be to pay another fee of approx. 250$ to change the date & destination. Only the same airline possible.
So i changed the date for the end of september with destination Dusseldorf instead of Zurich.
I was confirmed that change by the customer service of Justly.

Two weeks later i saw the booking confirmation & the destination was not changed.

I called Justly and explained the situation. I was told that they would make an investigation to listen to the call of me a& the customer service representative. After i didn’t get feedback soon s promised i called them from August to now approximately twice a week. i was told to hold the line: sometimes for 3 hours to 8 hours!

I was always told: investigation is still running. Call back in 24 to 72 hours and we will have results.Or, a supervisor will call you back (sometimes they told me in like 2 hours) and i never got a call back.

My flight goes on friday now. Now i was told investigations are finished and i would have confirmed changes on the phone. So i would have to pay fees again to make changes. Two times representatives didn’t even listen to what i said and were just hanging up on me!

Please, be warned to never book with justly!
I lost 1800$ and will not be able to attend a wedding of my best friend in germany.

This company is messing around with customers. They have the worst customer service, all positive feedbacks online are fake. Read the negative ones and you will see that too many people have the same experience as i had.
Never book with them.

YVR55

Why don't you just go to your credit card company for a charge back. They clearly broke the terms of contract from what I've read.

Been looking all about regarding information of FlightHub and JustFly (seems they are both owned by the same person).

So far what I've read haven't been stellar. I'd think if you have a straight forward itin that you don't need to change it shouldn't be an issue IF IF they charge you the right fee and you can confirm it's been ticketed. Some have shared that they typically charge more than the displayed pricing although it could be their best price guarantee that was overlooked by these consumers.

Was searching about them as I've remembered coming across some negative reviews about them a while back but in a search recently for a flight, FlightHub was nearly 50% cheaper than other alternatives hence I thought it may be worth looking into the legitimacy. I think I'll pass on the risk however; I know I won't need to change this departure but I'm concern about their billing (and the hassle of having to go through their cs if anything is wrong on their end)

As mentioned above. They seem to have hits and misses.

Keep in mind as well the shady practices that is basically standardized as it appears. the owner used to run a pornography website so read between the lines about the practices and values.

Hope it works out for you Richard.

Richard Berg

I was able to add my MileagePlus # by calling Air China. The airline CSR could pull up the full details (with correct name etc) as soon as I read back the 13-digit eticket number. So that is a promising sign.

Just don't stealth-cancel it, please!

Purchase went on a JP Morgan Ritz-Carlton card, so I assume I will have a solid team behind me if I need to chargeback or make a travel insurance claim...not that being stuck in Beijing while it gets sorted is my idea of fun...

Alison Harper Souza

This company has some of the WORST customer service I have ever seen. I purchased tickets just 24 hours ago and was told that "I am s*** out of luck" on getting my money back by on of their customer service representatives. When I asked to speak with her manager she hung up on me. When I called back they told me I could cancel them, but only if I'm willing to pay an additional $150. What a scam.

wwlouisiana

What was your end result? I am having the same problems and was believed that with the purchased insurance you could cancel