DANIEL W.

My wife purchased tickets on-line for a medical emergency after another airline cancelled my flight. She purchased cancellation insurance in case we were able to book an earlier flight at the airport. My cancelled flight arranged an earlier arrival time to assist in the medical emergency. My wife called within 2 hours to cancel the flight I purchased with Just Fly. They refused to help her. When I called, I was sent to an off-shore customer service department and spent 30 minutes on the phone. They charged me a $75 per ticket cancellation fee (each ticket cost $150) and told me I needed to go through the insurance to get that back. When I called the insurance, they said they could have given me a refund, but Just Fly has cancelled my insurance. When I called Just Fly back, they said that they had to charge the $75 each and they had to cancel my insurance. I asked to speak with a supervisor. At first, I was told there is no supervisor. Then I was told that the supervisor is on another floor. I asked to be transferred. After being kept on hold for another 20 minutes, I was hung up on. I called back the next day. It took 21 minutes to get to a supervisor, who informed me that the only way to get a full refund is to cancel the flight within 4 hours of purchase and call them. After going through the timeline, the supervisor informed me that our SECOND attempt to cancel was at 4 hours and 3 minutes, and they would not issue a refund. He completely ignored the fact that the flight WAS CANCELLED WITHIN 4 HOURS, and that my wife has called within the specified time, but they refused to talk to her, even though she was the one to purchase the tickets. No matter how we pointed out their errors, they refused to work with us and address our issue. They got our money, and then refused to talk to us. VERY POOR CUSTOMER SERVICE.