JustFly Corporate Office - Corporate Offices & Headquarters

JustFly Corporate Office

How would you rate your experience with JustFly ?

[Total: 4    Average: 1/5]

JustFly Corporate Office Address

JustFly.Com
3333 Boulevard de la Côte-Vertu#600
Saint-Laurent, Quebec, Canada QC H4R 2N1

Contact JustFly

Phone Number: (514) 508-7500
Fax Number:
Website: https://www.justfly.com/
Email: Email JustFly

Facts

Founder:
Date Founded:
Founding Location:
Number of Employees:

Executives

CEO: Matthew Keezer
CFO: Nick Hart
COO: Eric Parent

JustFly History

JustFly was founded in 2012 in Quebec, Canada. The company is third party, online service which offers discounted airline tickets. The company is owned by Momentum Adventures, which also owns websites FlightHub.

The company uses a metasearch engine to find deeply discounted seats, often last minute or red-eye flights to destinations in more than 167 countries. JustFly also offers a mobile phone apps for both IOS and Android phones. The company states that they have more than 100,000 visitors to their site each day and had more than $1.5 billion in annual revenue.

JustFly has also had numerous complaints; so much so that the Better Business Bureau is warning people to avoid using this company. They received more than 1,500 complaints and the company responded to only 5 persons. There is no listed address for JustFly, but only for their parent company, Momentum Adventures. The company lists a customer service number, but the number below is for Momentum Advantage.

{ 12 comments… read them below or add one }

Ken November 1, 2017 at 11:28 am

From: Consumer/Customer Ken
Date: October 31, 2017 at 5:58:14 PM PDT
To: contact@ gotmomentum.com
Cc: Vonnie, Sonny
Subject: Complaint Ref:078-169-422

Attention:
Executives
CEO: Matthew Keezer
CFO: Nick Hart
COO: Eric Parent

Dear Respective Shareholders,

On October 30, 2017, my family booked advanced flights (7 tickets in the amount of $3,474) for our family trip from Los Angeles to Laos for this December, later on the same day my sister Vonnie learned that her daughter’s name were spelled incorrectly with one letter off. I called Justfly at (1-800-717-5015) and spoke to representatives A, who advised me in order to change Kaylin’s name from Kaylyn to Kaylin (one letter) and since it is a international ticket, we would have to cancel her flight ticket and re-book her ticket again. She indicated, also since Kaylin is a minor, we would have to cancel one adult passenger as well. I got my sister Vonnie on 3-way conference call, taking her time off work and after representative A explain to us again what needs to be done in order to get Kaylin’s name change, we agree to only $75 fee that’s if we would get the same two tickets for the same price.

Once we were transfer to representative B to book the flight, I was surprised I had to repeat our booking number and even all the flight numbers so our family trip will match up with the existing group flights. Because there was lack of communication between representatives/agents, that took some time and we were advised she was unable to locate the same two tickets to re-book the flights, she apologized for any inconvenience, therefore due to negligence and incompetence on your agents, this caused us to cancel all our existing flights. I learned the change of tickets did not take place promptly to reserve the same 2 tickets for my sister and my niece tickets.

This issue, mistakes and lack of training by your representative/agents who has knowledge of the rules and regulations by not communicating with each other cause us inconvenience to cancel our trip. The frustration your agency caused us and my sister’s blood pressure has gone up. To top it off, after talking on phone for several hours, now with a supervisor, there was no resolution but a potential fee of $150 was exposed on us for your representative mistakes. The supervisor (Frani) was going to review the calls and promised to call me back the same day within 2 hours, by 9:15pm. Before hanging up with the supervisor, my sister expressed the fact that the mistakes from your representatives, we should not be charge any fees. I received no phone call that night.

The following day, on October 31, 2017, I called back to find out the status of this issue and if we are being charge any fees. I was able to speak to another supervisor, Sheila, who advised me that a fee of $150 was still pending on our account and she was unable to do anything about the fee on her level. After several more long holds, I asked to speak to her boss to get this resolve. I was on hold several times, and on now on the phone for more than 2 hours.

During the time I was on hold, I was beyond frustration. I looked up your corporate office to send this complaint. I could not believe how many complaints your company has on the website. I asked myself, what are you guys doing and what kind of business you are running? There are overwhelming complaints on your company and what are you doing about it.

Finally another senior supervisor (Adam ID 3376) got on the phone and advised me that he can not waived the $75 fee that will be charge on our account. I expressed my frustration for any customers who should not have to go through this and be charge for tickets we DID NOT get. To reiterate the promise by your representatives that did not happened. Customers should not pay for your representatives mistakes.

Definitely this should be reported to BBB, DOT, and consumers affairs. I’m sure this will not be the last complaint if nothing is going to change at your firm. The media would love to hear about so many consistent complaints brought to your company. Please look at this matter promptly as other customers should not be charge for your agents mistakes and inconvenience.

Respectfully,

Ken

Reply

George E Sims October 23, 2017 at 10:21 am

Your company has extreme problems with customer service and booking issues, after trying to book a flight for 45 minutes and waiting your agent came back on the phone and said the flight was booked,but he would offer me the same flight at a higher rate please contact me a A.S.A.P

Reply

Luisa Corpuz October 23, 2017 at 3:24 am

My husband and I booked a flight to the Philippines leaving Phoenix, Arizona on December 27, 2017 & returning March 14, 2018, however, the JustFly agent (a male agent) put the departure date as October 27, 2017 instead. When I noticed the wrong date I called JustFly and spoke with Christine about the problem. She told me that the date could be changed but there’s a penalty & we need to pay the fare difference. I was very disappointed & furious. I told her that we should not be penalized for the error made by the agent & not pay for the fare difference either. The next day, 10/20/2018, I called again & spoke with Gem for the same problem. She mentioned that they need to listen to recorded conversation with the agent on the day of the booking. She advised me to sent an e-mail to the “verification dept.” a request to replay the recorded conversation which was on 10/10/2017. Also, she advised that it takes 24 to 72 hrs to get the results & if it’s verified that it’s the agent mistake, then the fees will be waived. I called again on 10/21/2018 @ 4:30pm & spoke with Kate to check on the update, no update, advised me to call after 24 hrs. I called again today 10/22 @ 10pm & spoke with Karen, still no update so I insisted to talk to a supervisor so she transferred me to Leo. It was very disappointing because he can’t make any decison & I need to call again tomorrow between 9am-5pm EST. Also, he told me that it takes up to 30 days for the dept. to work on the problem of which none of the other AGENTS had mentioned to me. The BBB needs to know about this COMPANY, how they treat their customers, giving them a run-around. Poor customer service!!!!

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dr lindsey berkson October 18, 2017 at 9:09 pm

Your company is such a false advertising rip off I am shocked. I made a ticket tonight, Oct 18 2017, and within minutes after paying for the ticket and the extra $40 to be able to change my flight whenever i want, i realized i had made the wrong day home, one day longer than intended. I called and the man said i couldn’t change my ticket and i would have get refunded and loose $75 for doing so. I explained I just bought the ticket insurance and he said that’s just for medical which the site does not say. I wanted to speak with a supervisor I could hardy hear him with his accent. I waited for 35 minutes and gave up. you are a scam. I am going to put in a report to the better business burea tomorrow and i have a radio show that reaches 40,000 people and I am going to talk about how I got handled by your company. This company does not care about it’s customers at all. I have used you twice in the last two months and was expecting to use you again. NEVER again. Your employess are rude and your advertising is false.

Reply

Ross Dominique- October 13, 2017 at 1:18 pm

im writing to you for the reason that I went to book a flight and the dates came out wrong due to your computer server. I called and your customer rep was very rude and wanted to charge me a lot of money to change the dates and then a lot of money to cancel the booking. I spoke to a rep named Karen and said my money would be in my bank the next day., and that she would return a call the following day to help me book a flight so my wife and I can see her sick father.. no one has called me back as of this time and I feel that I will be calling the BBB, and my lawyer about this matter. if my wife misses her father being alive and its to late I will not stop.

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Kevin K October 9, 2017 at 3:32 pm

A bad experience made worse by your terrible customer service, incompetence and unauthorized billing.

Our flight was cancelled to the Bahamas due to Hurricane Irma. Just Fly charged us $1351 for airfare, but never paid the air carriers. (So you have my money.)

When we called Silver Air they informed us it was not a problem to rebook our flight itinerary due to Hurricane Irma. All hurricane impacted travelers were being rebooked for the next 60 days at no charge however, since we used JustFly we needed to rebook the reservation through Just Fly whereby they receive a Waiver Code#. There were 8 seats available on the rebook flight we wanted.

JustFly said it could not be done because they had no record of the reservation even though I had the attached receipt below with booking and confirmation numbers. Remember I said flights were cancelled because of the hurricane, and the airline said we could rebook at no expense, but it had to be done by Just Fly. THERE WERE SEATS AVAILABLE AND SILVER HAD US IN TH SYSTEMS AS PASSENGERS FROM THE HURRICANE FLIGHT.

We at the same time rebooked our room reservations at the Cove Resort on Eleuthera Island. Again, Silver Airways said they had 8 seats available on the aircraft on the date we planned to leave. For two days and 9 hours I tried to get Just Fly to book that flight reservation. Just Flight had every excuse of not having records, couldn’t find the reservation, new employee that spoke broken english, etc. So finally, after having my virtue of patience completely exhausted, I set up a conference call with Just Fly and Silver Airlines. Silver Airlines informed JustFly exactly what they needed to do and we ended the call.

Just Fly then informed me that they only had one reservation for us for a single passenger and it was a return flight not the 2 full fare round trip tickets we booked through you for the hurricane flight. That was after they previously said we never booked a reservation. This was maddening.

By the third day I had lost it, the airline filled those last seats and we could not get out of the US to Eleuthera Island, Remember there were 8 seats available when this all started I have a paid reservation at the Cove Resort, I have my domestic flights round trip paid in full, plus car service paid in full. The last Just Fly Representative informed me they could not book us a flight until December, the earliest available flight. I called Silver Air and they say they had available flights on Wednesday, Thursday, Friday etc. The delays and incompetency of Just Fly caused me to forfeit my reservations. At a cost of nearly $8000.

JustFly just informed me I had to rebook all new flights in December at the new rates (no refunds or rescheduling) as there was still no record at JustFly of our reservation even though I provided you multiple times verbally along with a copy of the receipt of payment and your confirmation code (SEE BELOW). Just Fly just billed my credit card again, I am now forced to fight your charges through my bank and now file complaints to the Department of Transportation, Consumer Financial Protection Bureau and Consumer Affairs.

I will emphatically say, I will never use your company again. I want the full refund of the charges against me credit card immediately ($1351.28). I promise you for the aggravation and loss you put me through, I will make it my life’s work to get this refund I can assure you of that.

With these complaints I will be billing for my loss of business expense of the nearly 30 hours (see below what I do for a living). I can assure I am committed to getting this resolved and the total loss of the trip refunded from you, even if I have to take legal action with my legal counsel. I have never made a threat to a company in my life, but your total incompetence has changed that.

I want my money back NOW!

SEE BELOW
Justfly Booking Number: 070-260-792
Confirmation Number (Departure) : LJLEKB
Confirmation Number (Return) : VJDDVD

YOUR ITINERARY

Departure Check-in with Jetblue Airways – Airline Confirmation #: LJLEKB

Charleston, SC (CHS) to North Eleuthera, Bahamas (ELH) 1 Stop

Jetblue Airways
Flight 1131

11:16am Sat. Sep 09 Charleston, SC (CHS)
12:57pm Sat. Sep 09 Fort Lauderdale, FL (FLL)

economy
Airline Confirmation: LJLEKB

1h 18m Layover in Fort Lauderdale

Jetblue Airways
Flight 5486
Terminal 3

2:15pm Sat. Sep 09 Fort Lauderdale, FL (FLL)
3:30pm Sat. Sep 09 North Eleuthera (ELH)

economy
Airline Confirmation: LJLEKB

Total Trip Time: 4h 14m Change Flights

Personal Item: FREE Carry-on: FREE 1st Bag: $25.00 2nd Bag: $35.00 More Baggage Details

Return Check-in with Silver Airways – Airline Confirmation #: VJDDVD

North Eleuthera, Bahamas (ELH) to Charleston, SC (CHS) 1 Stop

Silver Airways
Flight 84

2:11pm Sun. Sep 17 North Eleuthera (ELH)
3:30pm Sun. Sep 17 Fort Lauderdale, FL (FLL)

economy
Airline Confirmation: VJDDVD

3h 11m Layover in Fort Lauderdale

Jetblue Airways
Flight 1130
Terminal 3

6:41pm Sun. Sep 17 Fort Lauderdale, FL (FLL)
8:23pm Sun. Sep 17 Charleston, SC (CHS)

economy
Airline Confirmation: VEBOBQ

Total Trip Time: 6h 12m Change Flights

Personal Item: FREE Carry-on: FREE 1st Bag: $35.00 2nd Bag: $50.00 More Baggage Details

RECEIPTS

Date Receipt # Details Amount
August 28, 2017 #64234602 View Receipt
$1351.28 USD
Total: $1351.28 US
TRAVELERS

Name E-ticket
Jetblue Airways: 279-8691952664
Silver Airways: 449-8691952679
Jetblue Airways: 279-8691952665
Silver Airways: 449-8691952680

Reply

Christine October 9, 2017 at 1:42 pm

I booked a ticket for my daughter online .JustFly issued ticket with wrong last name . Will not refund my ticket -spent 2 hours on phone with a run around on how they did not know the process to process name change . Then said 75.00 $ to change and 25 $ from airline . But had no idea if airline would change name . Oh my god like I’m the only person that ‘‘tis happened to . Read reviews how the justfly issues incorrect tickets and scams you out of money , never use this site ever

Reply

Ernestine Gordon September 29, 2017 at 4:46 pm

I am writing to complain about a statement on your site that stated ” get up to $19 extra off if you book today”. Because of this statement I booked my ticket. There was no additional amount taken off, also I upgraded my ticket for $17.50 in order to get a seat selection and was charged an additional $14.50 for a seat. I called customer service and spoke to three different people who could not help me. I was informed that I must pay a fee if I cancel, but your site states that one can cancel within 24 hours or pay for an extended cancellation. I am very upset with justfly and have been a loyal customer over the years, who recommended the site to others. I am very upset over this increase in price..

Reply

John Tebbets September 25, 2017 at 8:56 pm

To Matthew Keezer – CEO, Nick Hart – CFO and Eric Parent – COO, I had to cancel my flight for 9/16, I purchase the ticket on 9/10/17 and cancelled it on 9/11/17. I had also purchased Travel Insurance, CSA Policy # 17254W5343. Policy Confirmation Letter G-AIRD01 GAIRD01212D. I was charged a cancellation fee, I was ok with that.I was told by your customer service rep/supervisor, Xyra was her name she spelled it for me, what they would be refunding to our bank card in 7 – 10 business days. We are still missing $143.93 that that is due back to our bank card.
According to the customer rep I spoke with today, 9/25/17 at 5:15 pm PST stated they have already refunded ALL the monies to our bank account, and she would not let me speak to someone who could help me, I asked for the supervisor Xyra. The rep on the phone said she was helping me and that she did not need to get anyone else.

So Gentlemen what do we need to do to Resolve this issue?
I look forward to hearing from you or someone who can help resolve this issue.

Best Regards,
John Tebbets
925 813-XXXX

Reply

Randy Stevenson September 20, 2017 at 4:13 pm

Your company just ripped me off. I booked a flight on line from Chicago on 9/21/17 set to return from Atlanta on 9/24/17. I called customer service to see if we could get a later flight home from Atlanta The customer service rep said she could help and switch our return flight from Atlanta. Just realized she booked another set of flights for that time frame. I called Justfly and hot no resolve. At least give me a voucher for a future flight. Who books two flights for the same days? I could barely understand the people I have spoken with. It is clear they did not understand my intent although my request was clear. Please advise how this issue is resolved

Randy Stevenson

Reply

Robert Grasso September 20, 2017 at 12:22 pm

I booked a flight to the Ukraine for Sept 5 and returning Sept 16. My Fiance who lives in the Russian controlled area of eastern Ukraine was detained at their border and was informed she needed a special permit to travel to Kiev, More political bulls**t from Putin. I had to cancel my trip and after contacting four JustFly. com associates , and paying $150.00 processing fee for a one year credit, I finally got ‘Vic employee number 6031 to get me a written credit stating the amount of credit and of course the rebooking fee, But of course he left off the fact I have one year to use this credit. This procedure looks very fraudulent and suspicious. You people collect the process fee for issuig the credit but it is like pulling teeth with your company in getting anything in writing of our credits and the terms for this credit, THIS IS A VERY BAD WAY TO DO BUSY. i AM ASKING FOR SOMETHING IN WRITING STATING THE TIME PERIOD OF MY CREDIT IS ONE YEARS AS ALL OF YOUR ASSOCIATES STATED TO ME ON THE PHONE.
A FOR GOD’S SAKE GET PEOPLE THAT CAN SPEAK PROPER ENGLISH WITHOUT THESE DAMN ACCENTS THAT ARE HARD TO UNDERSTAND.
SO I NEED A COMPLETE EMAIL STATING MY CREDIT AND AMOUNTS AND EXPIRATION OF THIS CREDIT. MY BOOKING REFERENCE NUMBER IS : 070-777-712

Reply

Eric C. Nash August 30, 2017 at 12:52 pm

I’m an Indiana State Trooper with the Indiana State Police in the United States. I’m currently working a credit card fraud where a credit card was used on the web site of justfly to purchase anywhere from 2 to 4 flights and attempted to purchase upwards of 13 flights. I’m requesting information as to where to send a subpoena and who to send it to in order for me to get the information on the individual that made these reservations/purchases. The telephone number to the state police post I work from in Bloomington Indiana is 1-812-332-4411. Any assistance in the matter would be greatly appreciated. I also would request this is conducted as quickly as possible. Thank you Eric Nash

Reply

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