JustFly
Reviews and Complaints

My complaint is with the 1st flight in my itinerary (Kansas City to Laguardia) on September 21, 2018. I have to switch airports (LGA to JFK) for the next flight. The next flight is an international flight and I was told to be there 3 hours prior to the flight. My Justfly itinerary does not allow me to meet this requirement. I have called (more than once) and asked if I could change the 1st flight so I can make it to JFK on time. I have been told this can only be done if I cancel or change my reservation at considerable cost to me. I am asking that I be allowed to change my reservation with no penalties because it is Justfly that made the error when allowing a booking that does not allow enough time to make the next connection. I have used Justfly many times in the past and have always had great customer service. I am willing to be flexible if Justfly will work with me on this issue.

Thank you

First of all, they advertize 24 hrs 7 days a week but you can get them to pick the phone on weekends

Secondly, their customer service is just terrible. They yell at you, tell you everything is impossible without even trying to understand what you are saying.

They are a terrible travel agent and I will advise anyone that is considering doing business with them to take it elsewhere.

False advertising. Advertising tickets which After you pay they change your dates times, layover times then refused to answer the phone even though they advertised they are available 24 hours.

The ETicket's emailed to our address does not match the information we were told on the telephone. The Information printed out from the email address doesn't match the email. The itinerary of the email eTicket doesn't match the website nor does it match the airline carrier information. All information is different and we are not able to get a true answer.

Again just fly will not answer the telephone even though They Advertise they are available 24 hours a day. These people are liars and criminals.
I want my money back. 1500.00 dollars and would like to see these people killed!

Terrible travel agency.
I was to fly to Bangkok through Taiwan on July 9th, 2018, on a ticket purchased through Justfly (with Eva Airlines). My Justfly booking number is [protected]. However, due to weather problems (a typhoon), my ticket was cancelled. Eva Airlines got me on a flight for the next day (July 10th) from SFO to Bangkok, but when I asked about my flight from Taipei to Bangkok, the airline told me that I had to speak with my travel agent. I then called Justfly.
I spent nearly 4 hours on the phone with various Justfly agents, including a supervisor named "Nil" (or "Neal", something close to this). I initially spoke with two agents, and both times I lost the connection (I do not have connection problems with any other person from the location where I made this call, only Justfly), both times I asked the agent to call me back if disconnected (since I had to wait 20 minutes on hold the first time, and 30 minutes the second), and both times the agent failed to call me back-even though they had my phone number. Nil (the supervisor) later told me that one of the agents did try to reach me, and left this note in his daily notes. However, my phone showed no account of his call, and certainly not a voicemail proving that he called. It is not enough for an agent to simply leave a note in his records, the agent must actually call me such that my phone rings, and I then have an opportunity to answer. If the agent had entered my number and pressed "call, " but the phone did not ring, then this does not constitute a "call." This is basic common sense. No such call came. Completely unprofessional, inconsiderate, and unacceptable.
I thought that this might just be a problem with just the one agent. However, I learned that this is a much bigger problem at Justfly.com . When I called back (late morning, Pacific Standard Time, USA), I asked to speak with a supervisor. The representative (Chloe) finally got me on the phone with the supervisor, Nil. After being on the phone with Nil for two hours, explaining to Nil that I simply wanted to make sure that I had a seat on a flight from Taipei to Bangkok for July 11th evening, the best that he could do was to get me on a waitlist for this route. However, as I explained to Nil, I had spoken earlier in the day with Eva Airlines, which said that I could get on a Thai Airways flight (leaving Taipei at 8:05 pm, arriving BKK 10:50 pm) under "class Q, " and that Justfly merely needed to provide this information to Eva Airlines. But when Nil supposedly related this information to Eva Airlines, he came back to tell me that I had only two options: 1. Accept a refund for my ticket (which would have required me to spend an additional $250 to get a new flight through which I could arrive to BKK by on July 11th), or 2. Put my name on a wait list (which at that point would have been very long). I told Nil that this was very inconsiderate of Justfly, especially since I had called over three hours earlier (and would have been much higher up the wait list if the agent had properly handled my case). I told Nil that there must be a problem here, and there must be a better option for me. He said that there was not.
After this, I then called back Eva Airlines. They answered relatively quickly, and gave me a confirmed seat for the Taipei-BKK flight, with the same travel time as I mentioned above. They told me that they knew nothing about any kind of waitlist, and that they never said this to Nil at Justfly.com . Eva Airlines then guaranteed me a seat for the 8:05 pm departure from Taipei on July 11th, without any charges. Interestingly, they also told me that Justfly is extremely difficult to deal with due to general incompetence and lack of care for their customers.
I made a complaint with Justly and asked for a small monetary compensation. So far no reply. I will remove or update this post if there is a reply.

I purchased a ticket on the website Just Fly at [protected] as well as an extended policy at CSA which is listed on their website. On the homepage, the airline stated that there is a no hassle cancellation within 24 hours. I called back five times only to be left on hold for more than thirty minutes each time. I finally reached a representative after I pressed the telephone option to make a new reservation who transferred me to Customer Service. I told the representative I wanted to cancel my flight, but she told me I could not because I made changes to the flight. The site does not specify that at all. I was still within my twenty-fours. After going back and forth with the Customer Service, she told me that part of my flight was eligible for a refund. She was willing to grant me a refund for $274.90 for the outbound flight within two to ten days. The inbound flight was eligible for a flight credit of $465.21 only on American. I told her since I could not get my money back; I would like to book a one-way ticket for which she quoted two rates for less than $300 on Delta Airlines. I inquired as to why you are quoting me rates on Delta if you are only allowing me to fly on American. She then said she made a mistake and since that my return flight ticket price must be equal or greater than $465.21; therefore, I could not book a one-way flight. I told her it didn't matter just book me a flight if that is the only option you are giving me. I finally got frustrated, told the representative that I saw cheaper flights on your website with fewer connections so just rebook my entire trip. At which point, she just so she put me on hold. I held the line from before midnight until after 3 am with just music playing in the background. I finally hung up, called back again, followed the prompts, and held on another twenty-one minutes with no answer on the other end. I called back this morning around 9 am and was told I have passed the twenty-four hours, even though, I had been attempting to resolve this issue well before my twenty-four hours. The Just Fly phone representative told me to call the travel insurance I purchased from CSA at [protected]. I called CSA and spoke with a representative who told me that I had no recourse for getting my money back or changing my flights because I did not meet their criteria. Just Fly uses misleading claims by placing on their webpage that there are no fees and hassles to cancel your flight within twenty-four hours. They have poor business practices by keeping you holding on the line for hours, in hopes, you will hang up to avoid you contacting their Customer Service to make any changes. They have ripped me off and overcharged me with no way of getting my money back. I now have to take an overpriced trip because I have no way of getting my money back.

i booked a flight for my relatives for a round trip ticket to cebu/philippines from San Antonio on April27 and paid to justfly the tickets, selection of seats and the travel insurance. After reviewing the tickets on April 30, i realized one of the names was not correct. To fix it, I was advised to scrap the whole trip for a large amt. of penalty and
a charge of $100.00 each for rebooking. I was promised the refund will be on my Visa's next billing cycle, that would be May 28, 2018. so, my sister rebooked the flight, paid for the seat selection and bought another travel insurance.

My visa statement came June 3, and found out they have not refunded the entire amt they were supposed to pay back. I called them several times and explained what happened. CSA, the preferred travel insurance company by justfly, informed me to get an exemption from justly to get a refund. "katie", one of the supervisors talked to me and talked to CSA rep and informed me that she is sending an exemption and to
wait 10 to 15 days for the refund.

I watched my VISA statement, but no refund there after 15 days. I followed up with CSA and talked to Patricia. She told me that Katie never sent an email to them for
an exemption.I called Justfly, and explained all over again what happened. Again I was promised they are going to send an email to CSA's Exemption department and I
should hear from Justfly in 48-72. I patiently waited but have not heard from them
via phone or email. I checked again with CSA and I was told no email came from justfly.
{I talked to Jinkee, froi, finally we figured they have been sending the emails to wrong department.} I was told, it will be taken cared of in 24- 48 hhours., this is now June 26.

July 1, i called since nobody bothers to call or email me like they promised. I talked to
FEMY or REMY to check with the refund, I was told that the refund process is already done but to expedite it, i should call CSA.
JULY 6, I spoke to MARK and Laurie and they both advised me to call justfly and talked to the supervisor for they have not received anything about a waiver of payment or
exemption. I as told that justfly has all the information of my visa payment, all payment goes to justly.

today, July 6, i called 5x for the same issue, wanting to talk to a supervisor, for each call I made i got hanged up. I spent 4 hours on the phone being on hold and I am on my last straw. I talked to Mac, Sez, Luis, Liz, Yanni and Claud. Claud talked t RV supervisor
rv told Claud that CSA has not responded
I was told that CSA is not responding to justfly refund request. That is why i need to communicate with the supervisor, the representatives are not allowed to call CSA, so they say. But until now after 4 hours dealing with this issue, i have not spoken to one of the supervisors. I was a hospital supervisor and if you don't answer ASAP, you are paged overhead and that means trouble. I guess there is no sense of urgency here.

Supervisor RV finally on the line, explained that email request was sent to CSA and it is an internal process and nobody knows the status of the refund, so i need to wait another10-15 days . EASY for them to say, what a waste of my time and effort.

So this is happening right now.
I should have checked here before just booking with them.
I travel decently and this never happens.
My company flew from LAX to CAN (guangzhou) for a business trip. They didn't have a problem departing with eastern china airline but when they were coming back to US they said that the passport number was wrong.
Thus they said they weren't able to retrieve the ticket for them.
I am in the US, calling their customer service. I waited on the phone 30 minutes no one is picking up!
So I called their number again and chose the reservation option and someone picks up right away.
And they are transferring me to the customer service and I've been on hold for another 10 minutes now.
They finally transferred me and they hung up. They hung up!
I'm so upset that this is happening and I'm never going to book with them.

On April 26, 2018, After finding an airline ticket that I desired on justfly, and the price that I desired, I clicked the button to purchase and the price automatically more than doubled. After I tried to cancel this I was charged a $75 fee for canceling. I stopped payment with my credit company And justfly then re-submitted the fee for $75. That should be absolutely illegal To increase the price of something when the price had already been agreed upon. And then to charge a fee to cancel this bogus price is even more egregious.

I called and booked my reservation. He repeated everything back to me which was correct. I received the email and the name was incorrect as well as the flight/ time we were returning home. I called back they told me I had to cancel and re book. Waited 30 minutes, no one answered, hung up and called back. spoke to a supervisor which had me go through the whole process again and she now tells me that the amounts have changed and now I have to go from $830 to over $1, 000. All because the employee entered it in incorrectly. I am furious because I have spent over 2 hours on the phone trying to book and still no flight.

Oh my God! I should have read all of this before booking and would have saved time, money, and headaches. NEVER USE JUSTFLY.COM YOUR LIFE WILL BE MISERABLE. I can't say anything here that has not been said a million times already. This is a bait and switch agency. They outright lie about there fares and cancelation policy. They made a mistake and changed my itinerary and want me to pay $382 to fix the issue. UNBELIEVABLE.

By using Justfly.com online, I booked a ticket from Taiyuan, China to Taipei, Taiwan with Hainan Airlines. The flight will make a connection in Guangzhou.

Here are the details:
Hainan Airlines Flight 7309 8:05am - 10:45am Fri May 25 from TYN to CAN
Hainan Airlines Flight 7981 4:30pm - 6:30pm Fri May 25 from CAN to TPE

For some unknown reason, my passport number had been changed when I tried to get my ticket from the counter of Hainan Airlines in Taiyuan Airport. One young lady working on my ticketing suggested that the only way I can do is calling Justfly right a way to make a correction because they had no right to update my personal information.

As I could not call Justfly when I was in China, I asked my daughter to do it for me. My passport number finally got updated.

Now I want to know that why my passport number got changed. And it has no way to verify my personal information after the purchase from Justfly website.

Could you allow us to login into our personal file, double check it and manage to correct it instead of calling you for correction?

Thank you very much.

Bing Chen

Booked through justfly (booking number 089 319 022) for my son. Lincoln to Chicago and also from Chicago to Johannesburg. When he arrived at the airport in Lincoln he was notified that flight from Lincoln to Chicago was cancelled. This meant that he would not make it in time for flight to Johannesburg and the Johannesburg flight had to be cancelled. I never received notification that it was cancelled. Justfly promissed a full refund. Just received my E-ticket receipt #[protected]. I paid $1404.33 but will only receive a refund of $954.33 after 6 to 8 weeks!
This is totally unacceptable as it was not my fault!

I went through the entire process. Pages of selecting and filling out information. It was not until I SUBMITTED my credit card information that they said the price would be $40 higher for each ticket. Unlawful bait and switch. I called them. I told them the time constraints of when I need to depart and arrive. They repeatedly quoted me flights that did not fit within those constraints. I gave the information for the flights I was trying to book and they quoted me and even higher number than first and second quote. Steer clear. Bait and Switch website. Incompetent staff.

Purchased 3 tickets form Justfly.com to Chicago to Las Vegas Jul 5-8th as soon as I book my flight Justfly.com emailed me cheaper flight for same travel dates so I called to confirm and these tickets were considerable cheaper including the 75.00 fee to change my flight. After looking at my itinerary I noticed my departure date was incorrect. [protected]). Customer service told me these were non-refundable and had to forfeit my tickets and purchase new ones. Poor customer service, incompetent customer service agents, rude and extremely unhelpful. I would have taken a voucher for another ticket but they offered no resolution to this problem. I will make sure that I will never use this company again and continue to rate them poorly on every website available. I am currently out $388.00 and purchased airline tickets from another airline.

When I was booking my ticket through Kayak they redirected me to Justfly.com. On kayak it was showing me that I'll be allowed to have 2 checked in bags, so I booked my flight through justfly.com and when I got a confirmation it was written that my 1st checked in bag would be free and for 2nd bag I'll have to pay $110 extra. That was totally a lame thing, so I went ahead and try to cancel it, I tried to call them but nobody was picking up for existing booking phone line and new booking agents were simply transferring call back to existing booking. After waiting for an hour, my call got cancelled automatically so I went ahead and try to cancel the reservation(I just booked my flight 1.5 hours ago) and it said that I will be chanrged $150, I don't know what for, I just cancelled within 2 hours.

I have bought a ticket from justfly website. I have been charged 14.95$ for changing the seat. I did not recognize that there will be a charge for choosing the seat, so I wanted to cancel it and get a refund for the payment.
However, I contacted them via phone&email and did not get answers! I want to get the money back and they have not contacted me or solved my issue

I contacted Justfly.com in October 2017 to book a flight to Dublin, Ireland. I paid $850 for the flight. I was not able to go due to a family illness. I paid an additional $150 to get a credit to use the flight at a later date. I was told I have 1 year from date of purchase to rebook a flight. I have made a total of 5 phone calls to rebook a flight. I was told I cannot do it, the reason being I had to book before the original reservation date (November 2017). I have a screen shot from their internet site that clearly states I need to book before October 2017. The first call they took my info and put me on hold for 40 minutes, 2nd, 3rd, 4th call they took my information and hung up. The 5th call the customer service rep took my information, put me on hold for about 30 minutes. Came back and said I cannot book a reservation, the credit was no good, I then asked to speak to a manager. Was then put on hold for another 45 minutes. I was wanting to use this credit for a flight on July 1st.

Justfly.com is incompetent, unprofessional, and has zero customer service (polite people who are trained to repeat themselves, but zero power). They gave me a flight on a different date and time than the one I chose. I immediately called back and they disconnected before addressing the problem. I immediately called back a second time and was told that "13 minutes has passed since the booking so it is too late to change the flight". They insisted on charging $225 to change their mistake. I refused. I called the following day to pay their fee and dispute the charge as fraud but they refused to cancel the flight AND refused to accept any fee to change the flight and correct their mistake! I tried to file a complaint but their supervisor refused to provide any information, other than their main number, as to where a complaint could be made. Eventually they told me to email: [protected]@justfly.com. I have yet to find out if anyone will respond.

Business Class Tickets. Bought for travel on May 23rd from Sydney to San Francisco via Honolulu. Sold and paid for as business. My elderly sister with serious back pain called to confirm her flight and was told she was in economy. I could have bought an economy ticket on a direct flight with Qantas or United for significantly less. I would have paid with any other airline for a business class ticket and known I was getting a business class ticket. You misrepresented, perpetrated a scam and set out to defraud an innocent customer I was on the phone for over two hours on the 22nd and got offered a paltry cash amount to make up the difference. Minimal and insulting. You should be ashamed of your selves. I am taking this as far as I can to make sure people are aware of your abysmal business practices. I will report you to the authorities in Canada if necessary Canada if necessary

May 20, 2018 I just spent 9 agonizing hours on the phone with the worst customer service in my life. JustFly has no interest in doing whats fair and right for their customers. What would seem like a simple itinerary change 2 months before the flight, turns out to be an impossible request. First, the service agents are very difficult to understand. They repeat themselves numerous time as if it makes the statement more valid. Their incompetence resulted in being put on hold for 10 minutes at a time while they asked the supervisor. Many times while being put on hold, they accidentally hung up. This meant starting the process all over again with a new agent every time I called back. After spending my entire day on the phone I finally got through to the supervisor. All the supervisor could tell me was the same round and round her employees repeated like a bad record. They actually blamed everything on the airline that they book for. When pressed they kept stating a policy that they could not explain and would not provide. Their disclaimer is verbal and could not be provided. Their tactic was to keep you on the line long enough to get frustrated and give up. They were very practiced in their responses and circle logic. Unfortunately, I didn't see all the bad reviews until after we started this process. I will warn everyone I know to not do business with JustFly or any of their affiliates.