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.
While there are far more complaints than action, a few clients did manage to obtain refunds for cancelled flights.
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.
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.
History
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.
While there are far more complaints than action, a few clients did manage to obtain refunds for cancelled flights.
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.
this is the worse website ive used and will never use again….
i scheduled my flight and my returned date was changed. and now ive been waiting for more than two weeks for a manager to call i need to get my money back at this point and never again fly with these people the worse helpdesk/ call center ive worked with. never again will use this ever their is never a manager there and they keep tellling me i have to wait 24-72 hours for assistance and that assistance never comes. I NEED A REFUND
Justfly is the worst and try getting help isn’t possible
I have the same problem with a lot of you all. I’m going to take them to court for almost $3000. The airline informed me I’m entitled to a refund due to Covid-19. After waiting for 4 months for the money to be refunded, I was informed by the automated message that it was rejected.
These people are the worst. I’ve learn and will never use them again. Can’t believe they are still in business
They have me for more than $4,000 because of a COVID cancellation and after more than a month, they wont’ book a new flight with my credit claiming they need me to pay more, even though I’ve checked the prices which are far lower than my original flights. They won’t book new flight or give me a refund. Also, I’ve never been able to get them on a call and wont answer my emails….What else can be done? I too can’t believe they are still in business!
I have the same exact issue, I have been back and forth with them, filed a complaint with better business bureau to no avail. Just feel like I was scammed.
Hi there pls call me what kind of bussines you guys doing like this. 347 733 XXXX. If I don’t receive call soon I will contact my bank to get my money back. I will open a case. I paid and I dont have my flying ticket ready.
I need their phone number for contact they are not let me to talk anyone. My flight is on June 4 and one of my connecting flight has cancelled i have to be there please response me
OMG, I can’t believe this happened to me again! I have been scammed by Justfly and for three days have made attempts to resolve the problem to no avail. They charged me for a flight on Frontier that I did not want, I don’t even know how they got me online (I was on the Southwest website). Immediately upon receiving a confirmation email I contacted them to cancel. They said do it online, I tried numerous times but received numerous messages that I had to call to cancel. I tried numerous times, one attempt on hold for thirty minutes, and then said to leave a number and I would get a callback. I never received a callback or reply to my numerous emails to Justfly and Frontier. I called again today at 9:10am, still on hold. I spoke with a Yossas on Monday and he said, after much complaining, that he would cancel it and have a supervisor call me regarding service fees. Joann called at 2pm and said the booking was not cancelled and now its past the 24hr refund period. I demanded to speak to a supervisor or manager but was refused many times. Then at 4pm I received a call from a woman saying she was sorry for the confusion and she was notifying the account department to manage a refund. I cannot get anyone to confirm this either by email or phone. Thus I am disputing these charges immedicately, its a lot of money! Four different charges on our account. Unfortunately, I went online to get corporate headquarters, no contact info. I did find the attached ccomplaints. So sorry Jessica to put you through this again but I need your help, they are truly ruthless and Frontier is no better. Please tell me what I need to do. Thanks so much, Georgia Taylor
How did you get a live person? I have tried for a year to get a refund and they say it is processing in 5 days, Now I can not even get in touch with Just Fly
so far in booking a flight to riga, this company is proving to be sh*t.
it’s changed my birthdate, deleted other info I registered with.
I agree with you and everyone else. They are ruthless as you said. Once the booking is confirmed and the credit card is charged it is nearly impossible to get someone on the phone within the first 24 hours. I was able to get a representative on the phone after being on hold for 2 hours and 38 minutes. As soon as I asked for cancellation the call magically dropped. I am wondering how a Canadian company with no office in the United States can ripoff US citizens and can get away with it.
I booked a flight through Justfly for a flight from Minnesota to Dublin, Ireland on Aer Lingus. The flight was cancelled because of Covid-19. Justfly would not refund my airfare but, rather, gave me a credit to use by December 31, 2021. In January 2021, I contacted Justfly to re-book my flight for late 2021. I was informed that Aer Lingus’ policy was that the credit had to be used by December 31, 2020. I informed the Justfly customer service rep that when the flight was cancelled I was told (at it specifically states on their website) that I had until December 31,2021, to use the credit. Sorry, I was told, too late and there’s nothing we can do about it. And the airfare is non-refundable.
I purchased a ticket with Just Fly to England for departing January 31, 2020. The night before the flight the flight was cancelled. I spoke to a Virgin Atlantic Airline representative and they informed me to contact Just Fly for my refund. After a number of attempts to call Just Fly I was connected with a representative who said I had to submit an online claim, which I did immediately.
After weeks passed and I did not receive any communication nor a refund, I tried unsuccessfully to speak to someone at Just Fly. After endless calls I was fortunate to speak to a young lady who claimed that she processed my refund and that I should receive it in ten weeks…. NOTHING was received.
I have since tried to calling unsuccessfully since August to no avail. I recently realized that I had purchased travel insurance for this flight from the insurance company advertised on Just Fly’s site, CSA Travel Protection. So I submitted a claim to see if I could get my refund via them or at least a credit to a flight. Guess What? My claim was decline… UNBELIEVABLE! So it’s been almost one year and I have not received communication about my flight regarding a refund or credit towards my next flight… but Just Fly has the audacity to continually flood my email with advertisement. What A joke!
I don’t know about you but I work way too hard for my money… While $451 may be pocket change for some… I cannot afford to throw away that type of money.
I don’t understand how this company continuously get away with this.
Absolutely, how this company still have access to people pocket without getting accountable! If it’s a legitimate company why the keep scamming people?!!
Hello:
I am also had the same problem when trying to change my airplane ticket due to Covit-19. Justfly is charging upgrades and fees on behalf of AirCanada.
I am complaining with the BBB Bureau about their unethical practices.
Big scammers, made my booking and reserved seats, due to health reason cannot fly. all numbers are scamming numbers, after a hold of an hour Tahneem the lady on the phone gave me this number to call 9029186538, that number id comes up as Nova Scotia Prince Edward Island and is mute, o m g. my bookings 187 895 062 reservation RHYEGW and YD363F P4CTHB, i worked for a airline for 20 years, never had i seen such a big scam, why are they still in business???
I am a Veteran. I am also a first responder, Paramedic/Firefighter for the last 30 years. I have been a loyal Market Shopper for the last 50 years. I even worked at the Market Basket on route 38 in Tewksbury Mass when I was 16 years old. On Friday May 1, 2020, I received a letter from Governor Bakers office making me exempt from the face mask law for medical reasons. I carry this letter on my person everywhere I go. I was shopping with my wife at the Market Basket on Route 38, 10 Main Street, Tewksbury Mass. We were in the bread Isle when a gentleman approached me wearing a red market basket jacket. He said, “come with me.” I asked him “why?” “Where are we going?”” He would not answer me. I took my letter out and showed it too him. He said, “I don’t care what that says.” Come with me to my managers office.” There were other customers video taping the incident with their phones. I was totally humiliated. Others were taking photos of me and smirking. I asked him, “am I under arrest?” He refused to answer me. I followed him asking him, “why am I being detained?” He would not answer me. Customers continued to video us. I was made to feel like a criminal in my local grocery store. He led me to the managers office at the front of the store. Another gentleman was walking towards me in a red jacket. He informed me, “you have to leave the store, you are breaking the law.” I handed him my letter. There was another gentleman right behind him in a red coat with Market basket markings on it, He did not have on a mask either. I said, “hey that guy does not have on a mask.” He jumped up and said, “f**k you punk,” “I just took it off and had it on all day.” He got up and came towards me in a threatening manner. The man with my letter yelled at him, ” back off.” He told him to sit down and shut up. The man with the letter was nice and apologized to me. He handed me back the letter and told me to have a nice day and told me I could continue to shop. There was a large crowd at the front of the store watching the entire episode. The mangers did not enforce social distancing. The man without the mask never put his mask back on. I asked the manger, “is this Nazi Germany.?” “Do what I say, not as I do?” Customers were still video taping me. As I walked around the store trying to locate my wife. I noticed many of the employees working were not properly wearing their masks. Some had them around their necks other had their noses sticking out. When I found my wife we left the store totally humiliated. We did not make a purchase. Market basket must make this right to me. I am a loyal shopper.
You all are dishonest and justice will be served. Our flight was canceled due to COVID-19. Justfly refuses to issue us a refund. They told us that the airline issued a credit. We contacted the airline, and they advised us that you guys were being dishonest because they have issued a refund for all their customers on that flight. It is clear that you all have a bad reputation throughout the whole Internet. Several people have written the same complaint as I. You all are now wanting to charge $35 per passenger handling fee with no guarantees that I will receive my $1800 back. You all will be sued and justice will be served.
I’ve been told the same thing. Sending complaint plus refund request but charged 35.00 for an a excuse. Such a shame. They need to train their agents who put me on mute for over half an HR.
Absolutely DO NOT book through justfly!!!!!! They changed the dates from what was originally selected and booked. We have now spent 4 hours with supposed “managers” all read from the same script and give the run around stating that they need to call the airline and will call us back. They refuse to accept responsibility for the error on THEIR website. I wish I had seen all of these complaints prior to either of us booking. I will be posting everywhere I possibly can including the news reporters to let others know to NEVER use this site!!!!!!!! Oh and to top it off the CEO’s email doesn’t exist….
I agreed. They are sick
yes agreed they are a horrible service lost my plane because they didn’t give me the right information …. i had the wrong info
On January 12, 2020, I booked a return trip to overseas. One day before my trip I felt I needed to cancel. Europe was starting to shut down all their borders. Things over here were starting to get bad. I was not sure I would be able to come back or if I would even be able to make it to my final destination. After calling their customer service number, an automated voice told me my flight did NOT qualify for a covid 19 refund. Then I was on hold for several hours then disconnected. Airlines same thing. Then I was told I needed to deal with booking agency. Of course, makes sense. So I went on website and got only partial refund (minus $300+) plus hefty cancellation fee of $200. Now, one month or so later and several emails back and forth, I have their covid 19 refund policy (which makes no sense at all) and their so-called explanation why I could not get a full refund. I explained why I needed refund. They tell me I did not qualify. They keep telling me the $300+ is airline penalty. Airline says that as of March 3 they waived ALL fees therefore I believe they refunded booking agency FULL ticket and JustFly kept all of it. At first, JustFly asked if I wanted partial refund of cancellation fee I said of course but I would rather have full refund since I didn’t do this just for the heck of it. I had good reason. After much back and forth and me getting rather stern, I was finally told to not contact a Julia. I have filed a dispute with my credit card company and a complaint with BBB. They have multiple complaints with BBB. I wish I had known this. They operate under Flight Hub and Momentum Adventures or Momentum Advantage. Here are some of the Key Folks: CEO: Matthew Keezer
CFO: Nick Hart
COO: Eric Parent
I have dealt with many difficult situations but dealing with customer service representatives from your organization has been very challenging as they have constantly misdirected me with misinformation or just by ignoring to contact me back. Initially, I assumed it was due to the COVID-19 crisis but soon I realized it was something much more complicated than that.
I made a reservation through justfly.com from the US to Europe for the month of May 2020 (reservation number: 179-187-791). Unfortunately, due to the pandemic and travel restrictions my plans had to be cancelled. I was informed by justfly.com that I have to call in or go online to get a refund/travel credit. After making several calls, I was finally able to get a representative to confirm that my travel credit would be issued to me after I pay an amount of $25. Even after paying the amount I never received an email for the credit. I was eventually charged another $25 for issuing my refund by another representative. After paying the second time, I received an email that my request was processed. I called back the company with my new travel dates as I was told that it was the only way I could book a flight using my travel credit. Since my call on April 21st (for re-booking my tickets using my travel credit), I have been misdirected by several representatives including a supervisor from the escalation department. I keep getting told by all the representatives to wait 24-72 hrs before I receive a confirmation that my flight was either booked or not. I have had to call your organization’s representatives after 72 hrs each time (because I do not receive an email or call from them) only to be told to wait another 72 hrs. So far due to this issue I have missed my chances to book the flights on two separate dates at a price that I had seen online or on other websites. During the course of these events the supervisor I spoke with on April 29th, 2020 told me that I was charged an additional $25 on error and that she would process a refund for me. Each time I call someone, I am constantly directed to another person who in turn tells me that my request will be processed and to wait for 72 hrs.This has been happening for over 4 weeks now and I have not been given a solution. I requested them several times to either book my flight or atleast issue me a refund as i am highly frustrated with the way this issue is being handled.
I too am getting the same runaround this is the worst company to work with i have contacted the attorny generals office and asked them to step in
You all are dishonest and justice will be served. Our flight was canceled due to COVID-19. Justfly refuses to issue us a refund. They told us that the airline issued a credit. We contacted the airline, and they advised us that you guys were being dishonest because they have issued a refund for all their customers on that flight. It is clear that you all have a bad reputation throughout the whole Internet. Several people have written the same complaint as I. You all are now wanting to charge $35 per passenger handling fee with no guarantees that I will receive my $1800 back. You all will be sued and justice will be served.
On August 2nd 2019 I bought a ticket for August 31st the Agent at that time told me if I want to change flight date there will be a $75.00 charge, so today August 10th 2019 I called them again to change the flight date to August 19th 2019 a different Agent said there will be a penalty charge of 125.00 and a $75.00 Modification total up to $200.00 I said to the Agent this sounds like a scam! but I needed the new traveling date so I had no other choice but paid the price $200.00 I was concerning hoping it is not a scam! I want to make my voice be heard that this is RIDICULOUS!! How can you do business like this over charging just to change flight date! I am very upset I don’t think I will deal with JUSTFLY.COM again I will make sure everybody knows about JUSTFLY.COM and not to do business with them. And there is NO Headquarter Facility too.
My Father is sick. I wanted to postpone my trip till next year so I can fly out to see my Father instead. I didn’t want to cancel the trip altogether, just take it at a later time. I purchased insurance for the trip as it was $600 ticket, but basically was informed that because my ticket is a basic economy, the insurance is worthless. I was going to enter a claim, but it is asking for my father’s information, and I am not going to ask or provide that. He is freaking sick with cancer. I am NOT going to harass him or his wife for medical release forms just so I can get my trip refunded, which I didn’t even want. How come I can’t get a credit or voucher for future travel? His health is rapidly declining and I will book another trip to go see him, but based on the lack of service with Justfly, I will not book with you. I did speak to the insurance company, they told me to speak with you. I called and at one point the call was “disconnected”. The lady called back, but I was already beyond upset at that point. She suggested I submit a claim or call the airlines directly. With everything else I am dealing with, it makes no sense to try to get this resolved with those that just appear to not care. I am SHOCKED at all the complaints I am reading her and wished that I had seen them BEFORE I booked my flights
Do not, I mean DO NOT ever use justfly.com they are hands down the absolute worst company on the face of the earth. I wouldn’t trust them to pick my nose. If you like to be hung up on, transferred to hold music where no one will pick up, sit on hold for long periods of time, talk to incompetent people then this is the company for you. I have spent over 15 hours combined phone time correcting a mistake they made (duplicating my last name on my ticket) and still no resolve. They are telling me I have to purchase another ticket and there’s no guarantee the cabin I’m currently in will be available. I am the owner of the ticket now?!? What do you mean you have to find something? I’m so over this POS company.
They are nothing but a shell company designed to fleece customers. Absolutely the worst travel experience I have ever had
reservation number :155329821
absolute worst experience in my life
no flight after I paid for my tickets and received confirmation of reservation and payment on my credit card due to their incompetence.
do not risk using this business.
I booked my flight, round trip, the agent only sent partial info to book my ticket when arranging my return with alaska airlines, then the flight was never booked but confirmed in email from justly, later i booked a return flight after 4 hours on the phone with just fly on one line and my bank and alaska and spirit airlines a new reservation was made for outbound, charged and confirmed, i booked direct with alaska for return flight and paid them directly.
after charging my credit card for spirits outbound flight, a woman from just fly , not electronically but a human person called and cancelled my out bound after it was paid on my card, confirmed payment and confirmed in email leaving me with no outbound flight.
This cancellation was vindictive and done on purpose to cause me a problem.
Bob, Zeus and crystal 1 the aleged supervisor are all incompitent and caused me money, time and the worst inconvenience of any business I have ever dealt with.
Do not book with this company, if you do not believe my unbelievable story, just read the other complaints from many corporate customers like myself.
You should be ashamed of your selfs, this is a scam not a legit company. My flight was cancelled nobody informed me about it, I found out at the airport, British Airways was kind enough to rebook it. Now, I am stranded in Barcelona because my flight was cancelled again, and JustFly.com operators are telling me to call British Airways. I booked through JustFly.com, why should I call British Airways, they charged me booking fee they should take care of this problem.
This company is a JOKE.
I scheduled my trip from Baltimore to Detroit to Paris to Douala then my returning fly on 8/11/19
This was pushed back on the 8/12 by 6/24/2019; then pushed back and canceled by 7,/2/2019.
No one can take this. Just fly agents(Arthur; EDZ ) hand up on me.l want to be in a fly from Douala on 8/11 or 12
Otherwise, l will fight .my right in court
My opinion is this company is a scam on many levels. Liars. Bait and switch. Every time I book a flight the price changes immediately $30 – $50 higher. On 4 different occasions. Try to contact them and it is impossible to get straight answers. No phone number they tell me. Horrible company if not a scam.
By the looks of the complaints here I am pretty sure I am right. I will be doing all I can to report them and let all I can know of my experience.
ADDITION TO ORIGINAL COMPLAINT:
I also purchased the insurance however was told I could not use it for Cancellation purposes unless there was an illness
misleading is an understatement. I work too hard for my money! I would like a response and a follow up in reference to my complaint.
Tracy Parrish
To: Mathew Keezer,CEO
I had had originally purchased 4 airlines tickets for my daughter, grandaughters and Neice to for the summer break and within hours called back on the same day to request to cancel my reservations due to cheaper flights for the same exact flight which the representative informed me that they could not make any price adjustments and would be charged a $75.00 fee per person for cancelling. So after constantly calling and asking to consider my situation and that what they were charging was excessive the charge was lowered to $25.00/person totaling a $100.00 cancellation in fees that same $100.00 could have paid for my family ’s food for the day. Most people are just everyday people trying to make it in this world and don’t have money to just give away in penalties or fees…. With that being said justfly.com has lost me and my family as a customer because of all the anguish and unwarranted stress of cancellation fees and if I had known that this was justly.com terms and policy I would have never purchased on this website to begin with. I am very disappointed in the way I was treated and the time it took to finally get someone to just consider my point of view!!! And yet I was still charged $100.00!
Cordially
Tracy P.
where do I start? I have had the worse week of my life because of this agency. Who owns this business? Is this business even run by human beings. I have lost so much money just trying to get a flight. customer service is the worse I have ever heard of. talking of 24hours cancellation policy, don’t fall that because you will pay $75 and get no refund. This agency has to be sued for goodness sake. I have never seen a money minded business that absolutely doesn’t give a damn about its customers. I did 3 reservations, first one was cancelled due to credit card issues, but before it was cancelled I got a confirmation saying booking was successful in my email and later I got another email saying immediate action required and there was a link which I clicked on and the action was to put in another credit card information because first one was declined and booking cancelled, I put in the new credit card information and flight was booked. the next day I decided to just check my itenary and you would not believe their flexible dates and time shit got the time on my flight changed from 7:48pm to 6:00am . I called customer service and was on the phone for hours speaking and being transferred from person to person and was even hunged up on. All they said its past 24hours they cant refund nor cancel nor make changes. bare you I purchased insurance for 24 dollars and insurance said they only cover unforeseen circumstances. after pleading and pleading , I decided to let it go $257 gone. I booked another flight one way that was leaving at the time I wanted for $133 and it was for sun country airlines and after booking I noticed I would have to pay for my handluggage so I decided to cancel 4hours after booking. I paid a cancellation fee and customer service rep said it has been cancelled and I will get my refund in some few days. the next morning I was called by another one of them saying refund didn’t go through. bare in mind I had already booked another flight with southwest for $150 one way. someone help me here … could this be a real business. how are they open till now from the way they treat their customers
Can you give me all the email addresses and phone numbers of all these Justfly managers and executives. ? I have been waiting for my cancelled flights refund for nearly a year now. They never responded to me, never got through them on phone. This business is a big time scammer.
Ref: 143-722-332
We both our tickets from Justfly on April 12th to attend husband’s mother’s funeral. When we got the second leg of our journey we were told that we did not have a ticket for the infant, even though the receipt clearly states that we were changed for her flight. We paid the $300 for her ticket and decided we would contact justfly when we got there. We could not do anything anyways because we were told this only mins before we were supposed to board. When we got there they told us they were sorry and they would refund the money we paid for her ticket. But then we had to turn around and pay another 245 pounds for her return. So now we are out over $400 for a ticket that was supposed to cost $246. Now they are telling me that they will not refund our money because it was not the child they charged us for, even though here name is clearly there along with ours with the amounts even of us paid. Plus that they do not issue infant tickets. Then my question is, if you do not issue infant tickets, why do you have that option on your site? Why are you asking people to pay? This is fraudulent at most – We need back our money, you should be giving us back the money we paid over what you charged because this is your fault – Now I am trying to find some other recourse to get back our money if they will not do so willingly – very unfair and fraudulent
One of my teenage sons was denied flight access SFO to Paris (XLairways booked through justfly.com due to a US passport that did not have 90 days of validity. He had his Euro passport handy but the airline would not validate his boarding pass because it had been booked under the US passport by justfly.com. The 2 companies were unable to come to a resolution and my son had to travel back home instead of boarding his flight.
Upon claiming the refund for his non-consumed flight, XLAirways agreed to refund the tax portion (only) of the total airfare. Justfly.com gave me the run around for over a year for a lousy $118 of tax refund. I will never ever book another flight using justfly.com and their dreadful customr service and management (it always starts there) and will gladly join a class action suit against the company.
Booking # 099-928-761
I BOOKED A ROUND TRIP FLIGHT FROM ORLANDO, FL TO CALI COLOMBIA FOR $613.00, I HAD TO CHANGE/CANCEL MY FLIGHT, SO I PAID THE $150.00 TO HAVE A CREDIT OF THE $613.00 TO USE LATER (WITHIN ONE OF THE ORIGINAL DATE). SO UPON TRYING TO RESCHEDULE MY FLIGHT, WHICH I FOUND FOR HALF THE PRICE, I’M TOLD THAT I CANNOT USE THAT FLIGHT AND PRICE BECAUSE IT IS FOR NEW FLIGHTS. I’M TOLD THAT I HAVE TO PAY AN ADDITIONAL $300.00 ON TOP OF THE $613.00, AND LETS NOT FORGET THE CANCELATION FEE OF $150.00. UNBELIEVABLE!!!!!! SUCH A RIP OFF!!!!! I WILL NEVER, NEVER, EVER USE THIS SITE AGAIN, NOR THIS COMPANY!!!!! WHAT A TO TREAT VETERANS!!!
I booked a flight from Houston to New York and bought the insurance (just in case I needed to adjust the dates). I did indeed need to change the flight …within 1 HOUR I CALLED and tried to change the returning flight to 24 hours later and they charged me $75.00 per person ($150.00) ! I told the person on the other end that I bought the insurance and she told me that that insurance was for illness or such!! Are you kidding me?!!! We are heading to NYC to see our child play at Carnegie Hall…a once in a lifetime opportunity for us. We couldn’t head back on the day she is set to play with her orchestra. Please do the honorable thing and refund the fee since we did pay for the insurance. You have my email contact information.
Attn: CEO— Mathew Keezer
CFO—Nick Hart
COO—Eric Parent
RE: Justfly Booking Number: 125-927-222
I booked a round trip flight for $429.00. When i called the airlines to change my return flight, they said i did not have a return flight. When i called Justfly they said i was booked 2 seperate flights which was why Frontier airlines could not find my reservations – so make things worse no one could issue me a return ticket back…i had to buy a one way ticket from Frontier for $300.00. Once i returned i complained to Frontier and Justfly. Frontier refunded 1/2 of my $300.00 return ticket. As for JUSTFLY, I spent many hours and calls to follow up on my issue and the only resolution they provided is that they are working with Frontier airlines to refund my unused portion of my $400.00 return trip. I returned home on Dec 5 and its now Dec 29 and JUSTFLY customer service noted they are still working with Frontier and I may get a refund of $80.00 and will know in 2 weeks??..JUSTFLY Customer service and Supervisors are not helpful at all. I truly hope the C-folks, Matthew, Nick and Eric are reading this and hope they can remedy my complain. Please know that i do not have your salaries – i had to use my savings to fund this flight to Ontario, CA as i had a death in the family.
nick.hart@ momentumtravel.com
mark.novak@ gotmomentum.com
gaspare.borsellino@ momentumtravel.com
matt.keezer@ momentumtravel.com
matt.keezer@ gomomentum.com
matt@ ireel.com
eric.parent@ gomomentum.com
eric.parent@ momentumtravel.com
Thanks for the info. I’m still fighting with them for one month now to get a full refund. I have had the worst month of my life. Nothing but a runaround, blaming the airline for a penalty that the airline says they waived all fees two full weeks before I requested a refund. Only reason I requested a refund last month is Europe shut down their borders. So I wasn’t sure I would make it to my destination let alone be able to come back, maybe bring corona virus back with me. Their corona virus policy is wishy-washy at best, not customer friendly at worst: I have copy pasted COVID-19 Refund and Change Emirate Policy for Ticket issued on/before Mar 31, 2020.
Changes:
Changes and reissues are permitted as per fare rules.
Keep yourticket:
Original unused ticket can be kept with an open coupons status for up to one year from
date of issue.
This ticket will then be accepted at face / residual value as payment for a new ticket.
Applicable fare difference if any will apply.
Refund &No-show:
Applicable refund and no-show rules / charges as per date of original ticket
issue will apply.
For flight cancellations, travel bans and lockdowns preventing travel, all tickets are eligible
for a refund. Processing delays may apply due to current backlog.
Changes:
Changes and Reissues are permitted with waiver of Reissue Fee & Fare difference in any RBD within the same cabin, to an alternate flight or to/from nearest EK online gateway within the same region where EK flights are operating. If passenger wishes to rebook/reissue to another region, no Reissue Fee to be collected, however Fare difference (if any) will need to be collected.
Please continue to use code “ROGW006 DUE COVID-19”
Keep your ticket:
Originalticket can be kept it han open coupons statusfor 760 days from date of original ticket issue.
This ticket will then be accepted at face / residual value as payment for a new ticket for any date/flight.
Ticket can be refunded in full after 12 months from original date of issue, if a new flight is not booked prior to this date.
Refund &No-show:
Applicable refund and no-show rules / charges as per date of original ticket issue will apply
Non-refundable tickets– No refund applies, however passenger can use keep your ticket option
Refundable tickets– Applicable refund penalty if any to be charged and refund the balance OR passenger can
use keep your ticket option
No-show will be considered as cancellation after departure
PNR must be cancelled to avoid no-show
For flight cancellations, all tickets are eligible for a refund.
According to above criteria, you are not qualified for a refund. Please be patient, allow 10 days before seeing a credit on the original credit card.
Since I asked for refund because I decided it was not safe to travel and I thought my family’s health and my own was more important than to get on a plane (planes are notorious hotbeds for diseases anyway) they set me up for this. Worst booking agency ever. Watch out for them
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!
Never ever – Fraud
Never ever – Justfly is a Fraud in a way. Full of lie and stealing. Don’t involve with them. Also costumer service = no respect. You have no value for them.
i have never been talked to so rudly. they would make no changes was even willing to pay extra. will never book through them again
Where to begin? I wish I had began here and seen all the complaints and then I would have NEVER booked my two separate flights with JustFly. I have tried for nearly six weeks now to have them rectify what they said they would and that is this: I have booked & paid for two trips for a total of $2100. NONE of those trips appear in my JustFly booking. In fact, JustFly says I’ve not booked any trip.
At one point, all I wanted was to see both the trips I’ve paid for IN MY JUSTFLY account so that I can manage them, perhaps adding insurance. Now, after nearly six weeks of UTTER INCOMPETENCE, I want this done and I want a discount for all the time wasted and the aggravation. I’ve posted on JustFly’s FB page; I’ve called the Canadian office. I’ve spent hours on the phone talking with folks who have not done ANYTHING.
All I want to do is warn folks, get my tickets processed CORRECTLY (remember, JustFly, they’ve been paid completely for at least six weeks), and to get an apology discount from JustFly. THEN I will join whatever class action suit is brewing because these folks do not deserve to be in business.
Hi if you find someone doing a lawsuit against this company i will join you. I bought a ticket last March and have to rebook my flight i paid 150 for cancellation and have a credit of 497 dollar now i try to book again using my credit and i have to paid more because they charge regular price if your using credits whick is three times the price of their discounted price. Crazy!
I was assisting someone with the purchase of his ticket and there was an inflated cost of $314.95 for seat assignment, although we chose “economy seating”. We called immediately to cancel, and a woman with choppy English skills by the name of Gleng said that there was a $75 charge to cancel the reservation, although we called immediately after making the reservation. In addition, Justfly only cancelled the airline charge, not the $314.95, which was the purpose of the cancellation! We are on the phone 50 minutes and still on hold waiting for resolution.
This is an outrageous excess charge for representing the airlines. We are still on hold and will wait until someone comes on the line to resolve this issue.
On Sept 12th at 7:45pm i booked 2 tickets from EWR to DUB on May 7th and returning May 18th.
for a cost of $462.30 confirmation # 116-711-821. Got an email 40 mins later asking me to call. I did and the rep said airfare went up and he could not book the airfare at $462.30 They said the price went up to $499 and if i wanted the flight I would have to rebook. I went to the justfy site while talking to rep and the price was still $462.30 at 10:10pm. She would not give me the lower price ( said the site was not updated yet– I said that was about 2 hours ago when you confirmed my price on the site for $462.30 and they can’t update the site in 2 hours reflecting the new price.) So we booked at the $499 price at 10:15pm on sept 12th. On Sept 13th at 8:25 the price on web site was still $462.30. I called and complained to a rep and then her supervisor. In a nut shell, the supervisor said TOUGH you paid $499 and there will be no refund for the difference. The supervisor said do not price match prices but it is your site I said !!! She did say sorry but there is nothing I can do. I guess it is the old saying BUYER BEWARE. i will be sending letters to
CEO— Mathew Keezer
CFO—Nick Hart
COO—Eric Parent
Let’s see if they really care about their CUSTOMERS
Larry Weiss
I guess there is NO customer satisfaction!!!!!!!!!!!!!!!
Hi Larry,
Similar Bait and Switch happened to me. I have have called the Corporate HQ in Quebec several times. No-one answers the phone. Inputing the CFO’s last name did connect me to a voicemail which had a human answer me back, but after listening to my story and promising to call me back with answers ..of course he never did. Now when I call Quebec, there are no working numbers for any of the Corporate Characters.
So interesting. How can they stay in business? The Better Business Bureau has over 1500 complaints. Meh. Elizabeth
From: Consumer/Customer Jacquelyn
Date: August 28, 2018 at 10:58:14 PM CST
To: contact@ gotmomentum.com
Subject: Complaint Ref: 113-059-511
Attention Executives Team:
CEO: Matthew Keezer
CFO: Nick Hart
COO: Eric Parent
Dear Respective Shareholders
This email is to serve as a complaint against your company. On August 10, 2018 my mother and I purchased a ticket online from Justfly.com to Newark, NJ from Houston, TX. The total amount shown for the flight was $166.19 (seat selection included) altogether. However on August 16, 2018 we were charged an additional $57.16. When we called the customer service it took 4 tried before we actually spoke with someone. When we finally did speak to someone he was rude, very impatient and continued to over talk us. The customer service representative named was Hassan, he told us “if we don’t select our seats after 7 days it will automatically select our seats for us by default” so we would need to contact Spirit Airlines about the charge. So we contacted Spirit Airlines about the charge but they were unable to assist because they were unable to see the charge. We were adviced to contact them in 24 hours to see if the charge appeared.
After waiting a week, confirming with our bank that these funds were debuted out of our account we called Spirit Airlines again about the charges. They confirmed that they only charged us for the flight which was $166.19 and that we would need to contact Justfly.com about the other charge. When we called Justfly.com customer service we spoke to a representative by the name of Sef, after explaining to him the situation he told me that we agreed to pay $223.35 for the flight when we purchased the ticket. We further explained to him that the price we agreed upon at the time of purchase was for $166.19 not $223.35 because that was what was displayed when we were searching for the flights. We informed him we had a screenshot of it because we text the price to another person. He then informed me to send the screenshot at their email (verification@justfly.com) to verify that was the price that was quoted to us and hung up on us.
I called back and spoke with a lady named Maria. She stated the charge of $57.16 could not be refunded because it was apart of the service fees etc, so I asked her, “if that was the case why wasn’t it charged the same day as the ticket instead of 6 days later?”. She responded saying, “ that my card denied so they charged it again.” She went on to say they sent me an email saying my payment didn’t process on the same day we purchased the tickets. I informed her of all the emails (dates and times) that I received from Justfly.com she rudely responds by saying “well that’s not our fault your email wasn’t working.” I asked her to resend the email and she did and I received it then so I explained to her obviously it wasn’t my email because I received when she just sent it. She said they could only issue me a refund of $14.95 for the seat selection but the remaining $42.21 wasn’t going to be refunded, so I proceeded to request to speak with a supervisor. She initially refused to transfer me to a supervisor because I wouldn’t give her a reason as to why I wanted to speak to a supervisor. So after me asking her 5 times to speak with a supervisor she finally transfers me. I was on hold for 21 mins waiting to speak with a supervisor to get on the line.
After being on the phone for 2h:37m:48s I was still very calm but irritated nevertheless. When a supervisor was finally on the line, his name was Tad- ID# 3496. He immediately told me he reviewed my account and was informed by Maria of the situation and how the information that was previously provided to me was accurate and there wasn’t much else he could do. Not once did he ask me what was the reason for my call or anything before he started talking. I had to ask him his name because he didn’t even introduce himself when he got on the line. When I was trying to explain the situation to him, he began to over talk me and continued to do so throughout the conversation. I finally was exhausted with the situation so I just told him to just give me a refund or whatever but he then says he couldn’t authorize a refund for any of the charges. I informed him that Maria stated $14.95 would be refunded back to me due to Spirit Airlines stating seating was included in the quoted ticket price. He agreed to the refund. I then asked him if I could get the information to the corporate office, he told me to hold on and then hung up on me.
My employer has used Justfly.com on multiple occasions and has never experienced these issues. That’s mainly way I chose to use them but I’m assuming they don’t treat corporations like they do everyday working people. I am very disgusted in the way I was treated during this whole ordeal and as a company you all need to re-evaluate what customer service means. There’s no way you all should get away with the way your employees talk to people or how people are being overcharged by unstated charged or lied to about pricing s or policies. You can best believe the BBB will be contact and hopefully a Class Action lawsuit will be made.
Sincerely,
Jacquelyn Gunter, LBSW
micheleseattle@ gmail.com
Just purchased a rt to sea to Bke 110% sure on the dates I put in and booked it …when I was going over our trip with my bf the return date was changed >>>I was horrified I called your company to try and change it back to my original dates and was told I need to cancel and can’t help me …this is less than an hour What a scam ….total bait and switch went back into site just to make sure I’m not loosing my mind and put my dates in and did the same thing again will be filing with BBB in Quebec tomorrow and contesting the charge on my card..what a crappy way to run and business and someones vacation plans
August 22, 2018
To Channel 7 On Your Side
I booked a flight to Portland Oregon from IAD-Washington Dulles to PDX in June 2018 for a 17 day trip from August 14-Auigust 31st.
Five days prior to my flight, my Mother- In- Law had an emergency health problem and since she has nobody else except my wife and myself, I was forced to cancel my flight through the original travel agent on the Internet, Justfly.com.
The cancelation went through and my Costco CITI Visa card was charged $75.00 as the cancelation fee and I received an e-mail from Justfly informing me that I have $400.40 in travel credit with them for any future travel payment until June 2019.
The situation of my Mother-in –Law’s health improved and I decided to rebook my trip to Portland. When I went to Justfly.com my booking number of “107-964-402” appeared showing that I have $400.00 in travel credit, so I proceeded to book a flight, but when I got to the itinerary page I received a shock of my life. Now if I wanted to use my credit, I had to pay an additional $601.60 in addition to my travel credit for a total of $1,002.00.
But then when I tried to book as if all over again without the travel credit, the brand new itinerary showed as: $ 336.74 + $ 70.86 tax for a total of $ 407.60 for a brand new ticket. This was quite a surprise, so I called their toll free number and ended up at a call center in India. After many delays and hang up I was able to talk to one of their agents in India and explain my situation, she said that the additional $ 601.60 is for penalties if I want to use my travel credit of $400.40. But yes, if you do a new booking the new price of $336.74 plus $70.86 on Frontier Airline is correct. I have never experienced this sort of magic work and sorcery before in my life
Nothing makes sense, and to make the matter worse, I also received an e-mail notice from Justfly, after they issued me a credit voucher stating
“ We are sad your planes did not work out- Your reservation has been canceled as of 2018-08-11. Charges against your credit card have been reversed according to the fare rules agreed upon at purchase. Depending on your bank, please allow 6 to 8 weeks before seeing changes appear on your bank or credit statement. We are here for you when you’re ready to book a new trip.”
When I mentioned this e-mail, the lady from Justfly.com said to ignore that letter.
I have no recourse nut to file a complaint against Justfly.com
Below is their statement about cancelation and use of travel credit for future booking
Rules and restrictions about refunds are specific to airlines and apply at all time. Some flights are eligible for a full refund if you cancel the same day, while other fares are non-refundable. If you cancel a non-refundable fare, you may be eligible for travel credit.
To use your travel credit, simply log in to your booking page and click on “Book With Your Credit” or “Use Travel Credit” in the menu. Although most airlines don’t allow for refunds, in some cases, depending on your fare type, you may be eligible for future travel credit of the same value of your cancelled fare less any cancellation fees.
I had two tickets before and cancelled, Justfly charged me $150 each for cancellation, total $300. Justfly tell me that my credit $1179.04 was in Air Canada, but Air Canada said, NO, money was in Justly. Call Justfly no one picked. Justfly just want to eat money from customers anyway and do nothing to help. this company must be take down by LAW !!!!!!!!!!!!!!!
Hello:
I am by this Email registering my utter disappointment with the service that Justfly.com has offered me thus far. I happened to book a flight way back in November, 2017 for a trip that was supposed to begin in March 2018, and ending some three weeks later, traveling from Boston, MA, USA to London,UK, and further on to Accra, Ghana, and back to Boston
.
A few weeks later, my wife with whom I was supposed to travel injured herself at, work and had to have surgery in consequence. We therefore had to cancel the trip, and I called Justfly.com to inform the company. At that point, I was told by Justfly.com that since the tickets I bought were discount tickets, no refund could be given us, and our only option was to leave the payment for the ticket with Justfly.com as a credit that could be used by us later.
Hoping that my wife might get better in time to be able to make the trip, I acquiesced to letting Justfly.com hold the credit for us, even though I was confident that we deserved a refund on the grounds of medical necessity.
Earlier this week, my wife and I decided that, given the urgency of the purpose of the trip, which was mainly to visit with my aging father whose health was fast failing, I had to make the trip, now, without her. I therefore called Justfly.com to retrieve our credit to make fresh reservation. It has been 4 days since I began this latest attempt to apply my credit to travel but I always reach an impasse with your agents who keep giving me a round-around.
First, I was told that Justfly.com could not find any flight for my traveling scheduling within the limits of the value of the original ticket. I told them that I could take a fare for one person that the credits for both my wife and me would suffice . The original tickets for both of us cost $2528.48. And, the remaining credit, after Justfly.com had taken their cancellation fee, stood at $2302.
Then, the Justfly.com Agent, upon putting me on hold for a long time, came to tell me the only ticket she could get me was around $4,000.00 for a single ticket. I told her that would be too much for me to pay for a single ticket, and that I had found a ticket offered by British Airways for $2050. However, the Agent finally decided that Justfly.com, did not have the vouchers for the credits after all, and that I had to contact American Airlines. She gave me a number to call American Airlines and when I did, American Airlines told me to go back to Justfly.com to resolve the issue.
I have called Justfly.com again today, and the only improvement on the issue from the company is that my wife should submit a Medical Report confirming her injury that led to our cancellation of the trip. She gave me an Email address, verification@ JustFly.com to attempt efforts to submit the Report. But then she added that there was no guarantee that we would be given the refund.
So, I am appealing to your Corporate diligence to intervene to help resolve the issue. I think we deserve the refund due to the Medical necessity we encountered. I hope you would kindly and quickly act upon this to bring the issue to a peaceful and fair end, for me to take my trip.
Thank you.
George Berko
Never Ever…. go thru JustFly….
I was told 2 different times that I could use my credit by the travel date (within the year).
NOT TRUE! They just stole $250. Now they are telling it has to be by the date I purchase the ticket not travel! If I could give zero stars I would!!!!!
No one can answer questions. On hold for over 2 hours and then disconnected. This happened more than once.
Just Fly changed our flight to exactly 24 hours BEFORE our scheduled flight. We were traveling in Africa and never receive the notification and even if we did, there would be no way to make that flight. When I went to check in for my scheduled flight, I was then notified that the flight had already taken off the night before. We called and spoke to someone for 3.5 hours, both staff and supposed supervisors, and they did nothing for us and eventually hung up on us. No refund, no rescheduling was ever offered and flat out denies. The worst part is (aside from the inconvenience and financial loss) is that we are international surgeons trying to get to surgeries and there was no way we were going to make it, putting someones health at risk. I have tweeted several times about this, complained on their website and FB page, tweeted at the CEO, Matthew Keezer and will continue to find avenues until I am fully refunded. If anyone else has suggestions, let me know. This company must go out of business so they stop affecting peoples lives.
Hello Dr. Weitz,
I had a problem with Just Fly and the agent ended hanging up on me. She threaten me that if I called and re-booked it might cost me between $300 to $400 dollars.We need to join together and do a Class-Action Lawsuit against Just Fly.
Elizbeth
Dr. Weitz and Elizbeth,
If either of you go through with the Class Action please let me know my mother and I will be ECSTATIC to participate. They overcharged both of us on two completely different flights on two different dates. The day who booked we were quoted one price so we paid however 6 days later they charged us again. When asked we received zero explanations.
Has anyone started a class action. I would LOVE to get in on this situation! They refuse to honor my flight insurance because Hurricane Matthew wiped out Tyndall AFB, therefore my military orders got canceled and I was no longer flying out of that area for the Thanksgiving holiday
me too! Count me in on the class action suit.
Me too. Disgusting
Today I made and error couldn’t speak to a supervisor who came later couldn’t understand Got hung up on twice.
HORRIBLE EXPERIENCE WILL NEVER USE AGAIN I WILL GO TO COURT FOR MY MONEY.
Justfly just screwed me out of $550.00 plus a $75 cancellation fee and I want to find out where there corporate headquarters is located. I was given an address in Rocky Hill, Ct. Does anyone out there have more specific information as to an agent of service so that I can sue them?
I would love to get together and file a class action suit against justfly.com, they are horrible and I just experienced for the second time horrible service and as a result had to spend more money on buying tickets.
Very unhappy with the service I received yesterday, and was treated very bad , and was not told the truth about the service I was provide. I am a senior citizen and my lilttle money have to go a long way , don’t have to give away . Trying to contact home office and complain.
Same problem as everyone. Else. Dreadful and humiliating customer service, an oxymoron. Purchased two tickets to Hawaii on March 9. Found out only one ticket issued. Tried to get s cons ticket. Was told there were no more seats. Tried to get credit. No use.
Purchased another ticket same flight same airline for $ 700. Disgraceful way to run a business but smart way to runs scam.
Sending registered letter return signature requested to ceo mr keezer
A class action math be the only way to stop this
Hi Kathy,
There are several people that have lost money from booking with Just Fly. I would also like to be in the numbers of us, to start a Class-Action Law Suit. Please e-mail me and let me know what we can do as a group of people. My e-mail is listed.
Thanks,
Elizbeth
This company and its representatives are terrible. I called because the country I was scheduled to fly to was having a political uprising. For 8 days people were being jailed and shot by police, there was looting and the US gov’t removed all their people from the Embassy and issued a travel warnings NOT TO GO.
JustFly person told me my flight was “good to go” and said that since they and the airline I was flying with did not “issue a travel warning” there was nothing they could do. They couldn’t refund me, issue credit with out charging fees, or waive cancellation fees. I told her people were being shot and her response was “ya, ya, ya.” They said they called the airline multiple time but just put the phone down and I could hear chatter in the background. When I was finally transferred to a supervisor she basically told me to take my chances because she would not issue a full refund. She did not allow me to speak, yelled and finally said she was going to hang up on me because she already answered my questions.
When asked if she was literally telling me to risk my life she said stayed quiet then said they flight was good. She made clear she did not have the power to refund me but was the person “in charge.” When I said the customer service was terrible she told me thanks for calling and hung up.
This company is a complete rip-off. They are literally telling people to fly into war zones or pay extravagant fees to change, re-route or cancel their flight.
The fine print of the trip insurance that I paid for only covers the following: kidnapping of YOU or your travel companion, high-jacking, terrorist attack at your destination within 30 days of your arrival, coverage if the airline choose not to fly into place of destination and that’s all folks.
This company should be expelled from the US. OR we need a class action lawsuit against this company for: Misrepresentation, theft, and if anyone was encouraged to keep a flight because the place was “good to go ” and suffered injuries…. maybe personal injury.
POINT IS DO NOT BOOK ANYTHING WITH THIS HACK OF A COMPANY YOU WILL BE RIPPED OFF IF YOU NEED TO CHANGE/ CANCELL OR DO ANYTHING TO YOUR FLIGHT.
This company missed up on my flight schedule I called to have thier mistake corrected and they told me that it was not their fault and my ticket was non refundable and they would not help me. I even spoke to a supervisor at least thats what they said. I had to eat my ticket. THEY DO NOT SPEAK ENGLISH. Please in the name of god don’t use this cmpany.
Booked a flight in December to JAX, printed it off waiting for my Check In on March 20. Well, the check In went well, but the return flight NEVER HAPPEN. I had misplace the printed copy, and there were NO computer Check In from Just Fly. Being a senior citizen on a fixed income,( putting out a whooping $200.00) I felt so disappointed . Upon returning home, I called United, Just Fly, everyone passed the buck. After, putting me on hold several times, I was abruptly told where was nothing they could do for me. I asked for a supervisor, he said they could or would not be able to help me. I asked for the company address, was not given it. How do you recoup something that was legally stole from you? Help me somebody.
I am in the same situation that some of the others are in. I booked a flight for 2 for April 7 -April 10 round trip from Raleigh NC to NYC. After filling in all the application blanks and my friend and I together checked over the flight details we clicked book and confirm. Sounds simple. Got an immediate response for the itinerary. What do I find. A different return flight at an hour that is only for people who don’t sleep at night. In less than 5 minutes I called to get that corrected or canceled. Got no help. Was told they would give me $75 back for the entire total. I said not acceptable. You made the mistake and did not allow me the privilege of deciding if acceptable or not. After much debate I got no where. This was Feb. 21, 2018. My bank can’t handle it. I took out insurance, they can’t handle it. DON’T use JUSTFly. I am reporting to attorney general and BBB. When I have called Just Fly back a couple times and asked who I was speaking to was hung up on.. You are all right. You can barely understand who you are talking with and get the run around. I was told by my bank to call the airlines to cancel I did but they said could not refund. Money has to come from Just Fly. Airlines have their seats, Just Fly has my money and I have nothing. I am persistant and don’t give up easily so if with all the complaints they should be shut down. No one seems to be able to give you a headquarters to call. Online this was the best I could find and no number to call unless I overlooked.. My phone said Ethiopia when I got thru. I am seeing Prince Ed. Island, Texas which is closed Quebec Canada but no Conneticut ad MJ told my son.
Booked 4 tickets for flights lax to detroit april 26th leaving around noon. Learning of time restraints from other passengers (my daughter and 2 grand kids) which would cause them to miss the flight. Knowing I bought insurance, I felt confident I could correct this issue and get my daughter to talk to me again. When calling back to Justfly the representative informed me i had to call Spirit directly. once I called Spirit in order to change the flight they would have to charge us sum of $400.00 plus dollars to change it. I explained i had purchased insurance. Spirit rep said I purchased with Justfly so I need to contact them. When speaking to your representative Harry he went over the details and in order to change flights it would cost me $375.00 approx which is better then $400.00 Spirit gave me. Informing Harry of the insurance we purchased. He advised us of our options, 1) to change the flights would be approx $375.00 or 2) Cancel the flights which would cost $50.00 per ticket at a total of $200, I would then repurchase the tickets for the flight later that same day once the credit of $1053.00 would show up on your data base approx 10 to 15 minutes. I agreed to go ahead and do option 2. Harry came back on the phone and said cancellation was done to call back or go online. I requested if I could stay on the phone just put me on hold, Harry said let me ask my superior or Supervisor, I said if its possible before you do that if you could just call me back which he said yes. I was at my Brothers house when booking these tickets and I live 5 minutes from his house. I received the call back while I was driving and your rep said he needed more info from the origiinal booking doXXXXent. Explained I need to go inside and look on my email the rep said he would call back. No call back. The next morning went online saw that the credit was issued i attempted to repurchase the tickets and it wanted to charge me again. After calling your rep said i needed to contact Spirit. Extremely frustrated made contact with Spirit who informed me it only showed a credit of $500 and I needed to pay the balance. Hanging up from them I called you and asked to speak to manager or superior. Rachael Employee ID# 3740G said she will review the matter and will receive a call back within 24 hours. No call back. My brother and I already purchased 2 tickets this weekend to celebrate Easter with our mother (82 yrs old) in Detroit. Informed from our brother inlaw of a surprise party for our sister (Age I cant say) but I can type it 60 yrs old is on the 27th of April. With that being said I am praying that WE are going to be able to resolve this matter and be at this surprise party. My brother and my other daughter and grand daughter already booked there flights thru you and his daughter and husband will be booking flights tomorrow. This is one event that majority of the family will be attending and best chance for my brother and I’s children to see family from East Coast. Your assistance in resolving this matter is of great urgency. ref #096817193 and booking # 269N2Y
Thanks in advance,
Kevin
I had to cancel a flight I had booked on Justfly.com and was issued a credit, was unable to use this on the website even though there is a link to do so. I called 4 times, was cut off 3 times and on hold for 20 mins the last time. I was then advised that I could only use my credit on a flight exactly maticing my original, a fact that was not advised at the point of cancellation. The customer service advisor then told me there were no flights at all matching my original one, not even the one I had cancelled. therefor the credit could not be used. So I effectively have a completely useless credit as it is impossible to book any flight using it.
Booking # 050-776-12 I have been on hold for an hour. I have talked to several people. My flight never left the ground due to inclement weather. Taking the next available was the next day which defeated the purpose of attending a wedding on the previous day. I was told I had a credit for a year now I am being told since I checked in I don’t have credit? I checked in hours before AND the flight NEVER LEFT THE GROUND. This is unacceptable! I will be reporting this to the BBB. I see you guys have been reported multiple times so this will be no different. I will never book with you guys again and make sure I tell anyone who will listen how horrible the service is. Any platform I can post mine and others peoples horror stories I will to make sure this stops happening. STICK TO BOOKING THROUGH MAJOR AIRLINES!!!!
Dear Concerns, I am launching wide internationally a website with multinational categories, I am already your member and bought lots of air tickets, My website will be the one stop solutions of what customer needs, like retail, whole sale, manufacture, entertainment, service, travel and tours, lawyers, business, embassy info and service, more…..I am looking for some competitive merchant to serve my customers with full satisfactions and competitive price with full service (never compromise about commitment with the customers), our motto and vision is less for the best and rainbow shopping like multiple choice in one roof. I know you are so popular on travel business and I want to use this more way. If you are interested please to be a site partner with little-bit markup please contact me. So we can move together specially typically community market. My website coming soon mayabon.net
Regards-Syed
I purchased tickets to fly overseas five of them in May of 2017 I had to cancel 2 out of the 5 y’all have not refunded me the money it is now November of 2017 you guys keep giving me the runaround saying y’all have put it back into my bank account but my bank account has been closed 4 months prior to you guys saying you’re refunded my money so my last step as I am filing a lawsuit for the $1,500 Plus any expenses occurred of me going to Connecticut flights food legal fees papers that have to be served Court filing fees rental car fees and anything else that adds up to the six months of you guys trying to keep the money you owe me almost $1,500
Brandon Bryant
This company is unprofessional first of all you can barely understand the representative, so when they make a mistake it’s your fault or when the computer make a mistake they can’t fix it unless you pay 75.00 or call the airlines your self. The airlines didn’t take my money justfly.com took it, so they should be willing to fix the problem with no charge. But instead the customer service rep (Ken) want to give you the run around cause he don’t know what he’s doing, then when you ask for a supervisor 15 times he just continue to repeat himself over and over. After he see how persistent your are then he wants to transfer you to Mari who is not a GREAT supervisor. If you can’t speak good english you shouldn’t be on the phone taking calls. This company will take your money, but won’t fix the problem. Thanks Mari and Ken, you guys get paid for nothing.
For some reasonmy name keep being spelled wrong
Hi Roseanne,
I would like to be in a group of people that Just fly has taken money from by having a cancelled flight and tried unsuccessfully to re-book, without a re-booking fee. As many other people on this site has mentioned, they would like to start a Class Action Lawsuit.
I would like to be in this suit and try to get my money back,
Elizbeth
I purchased 6 tickets for $4,473 from LAX to Lihue and I wanted to cancel. I asked them what the penalties were for cancelling. They told me a $60 per passenger cancel fee. They said before I cancel I will have a travel credit of $4473 to use for future flight to the same destination. I have a year to use it. I had a flight alert on my phone and decided to purchase the flight using my travel credit. I realized the travel credit is not a credit but a penalty. I try purchasing the same destination at $445 per passenger price but when I went to book it I had to pay a different fare from when using my travel credit which is $406 additional per passenger. Therefore I have to pay additional $2500 for my flight for 6 people. Making the total $6973. That is ridiculous. It has to be for six people, not two or one. The agent that I spoke with never said I will pay a separate fare from my fare alert. It was a different price for people who has a travel credit. I spoke with supervisor and he said that when I cancel the agent had told me the terms and conditions of my cancelation which they didn’t. I specifically ask the only penalty is the $60 per passenger cancellation fee and I had until November 27, 2018 to use my travel credit. There was a misunderstanding of what the travel credit meant. I thought I had that amount to use towards my future travel from LAX to Lihue. That is all they said. The price almost double from what I paid originally.
I want to resolve this by having a flight from LAX to LIHUE for March 28, 2018- April 4, 2018 with the amount I paid $4,473 or less. Please help!! This trip is for my 10th wedding anniversary.
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
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
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!!!!
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.
dr. Berkson,
How about a Class Action Law suit? I am interested! Please contact me if you think this would be a good idea. This company JUST FLY is scamming their customers.
Elizbeth
Did any one ever do a class action suit. Contact me. I am slated to fly to Africa and Paris next week and I am so worried I wont be able to do the flight. I have come across a flight change by the airlines. Justfly has been difficult in reaching. They tried to charge me huge for the flight change. My flight is still lingering. I keep thinking I am going to get an email of cancellation of some sort. After reading many of these messages I feel very bad and that I should not use them again. I know a lot of people whom are accessible to me to inform them about this agency. So, we will see.
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.
Hi Ross,
I would like to be involved in a Class Action Lawsuit. This company is scamming people for all the money they can get.
Elizbeht
me too. someone has to do something about this agency’s scam
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
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
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..
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-XXXXX
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
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
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