Justfly.com

If I could give 0 stars I would. This has been the worst experience traveling. I missed my flight and they basically said that was too bad, nothing they could do. They didn't rebook me or give me any other solution. Delta was willing to put me in the next flight but because I MADE THE HUGE MISTAKE to buy my flight THROUGH justly.com they couldn't help me. I LOST A FEW THOUSANDS DOLLARS!
PLEASE STAY AWAY FROM THEM! HORRIBLE EXPERIENCE.

We understand that this Covid 19 have terribly impacted the travel and airline industry. A month before my wife's back end of her itinerary, we have been trying constantly to reach JustFly to see what are our options. For 2 weeks we tried everyday, not able to reach Justfly... This was about early to middle of April... Finally able to connect by end of April or so... no option but to refund... was advised they will submit the request to the airline and will update us by email. No update until today... when I called to check was told they had not process because it needs our confirmation! Really? Finally realized, they did not process because they need to charge $35 for processing the request... they charge a fee for a problem that is not our fault... the airline refunded without fee and yet justfly would like to charge a fee before completing the refund! Imagine, they charge now and yet I was advised that the refund could take 12 weeks to receive... DEFINITELY NOT USING JUSTFLY again... they would get any money they can get from client!

I booked my ticket after talking to an agent over phone. I was looking for a trip coverage with better cancellation policy. She advised me specifically to use ECP (Extended coverage plan) with the assurance that my flight can be cancelled 24 hr BEFORE departure. I went ahead with the booking with added covergae.
2 days later, when I called back I was told that ECP is 24Hour from the day of booking so I have to pay PENALTY charges. I spoke to multiple agents thereafter explaining my situation and nobody bothered to help me or call me back. Every time they had a different story around policy.
Supervisor says they will call back in 3 days and then when I call them after 3 days, they say since I spoke to supervisor once, they will not forward my call to them. I have been asking them to check the PHONE RECORDING, to confirm and validate that this was their MISTAKE and I should not be paying for that.
This is SIMPLY customer HARASSMENT.

Here is my letter to the BBB Please address this matter appropriately
On 4/19/18, I spoke to miss Carla at Justfly travel agency. Unfortunately, she did not disclosed all charges at the time when I booked my tickets, I asked her about reserving seats and check in baggage but she told me that I can do that after purchasing my tickets. She told me 25.00 to check in one bag and that was ok with me. One part of the flight was booked with jet-blue. No charge for reserving seats and 25.00 for one check in bag.
The second flight was with Spirit airline and they charge 12.00 each to reserved a seat and 42.00 to 65.00 per check in bag. This info was not disclosed to me at the time of purchase. If I knew this, I would not have purchased the tickets. Miss Carla purposely avoid giving me the accurate info.
On 4/21/18, I spoke Miss Elizabeth and Manager Era and both said there is nothing they can do about this mater. I cannot cancel the tickets or there will be 150.00 fee deducted. This is Cheating the citizen of the United State of America. They made a mistake, commit fraud and on top it wants to charge the customer a fee for their fraud.

I like fast transactions. That's why I prefer using JustFly over other booking sites. The whole process took less than 15 minutes, and the ticket arrived within 25 minutes of booking. That's fast!