Hebelek G.

Be careful when you use this website. It is designed to charge you fees without you noticing them. While booking a flight, they ask you if you want to select a seat. No mention of a fee. Once you select a seat, at the bottom of the screen, they add a fee of $14.95 per seat. Then, I called to airline to check some other thing, and they told me that I did not have any seats assigned. When I called justfly.com, they said, the airlines can dismiss the seat assignments and there is nothing justfly can do. Only take my money!

The customer service agents are very courteous. Upon answering the phone, they ask for your phone number so that they can call you back. Then the call takes a very long time and eventually you get disconnected. Guess what, they never call you back. It is a lie that they say to make you feel good.

I had to cancel my trip due to an incident that I or the airline had no control over. So, the airline agreed to give me full refund. But, they said I had to call justfly to get the refund. From there on, it was like a ping-pong game. After calling five times and complaining that they never call back in the last four, finally, after disconnecting the fifth time they called me back and I was able to complete the refund request, minus the seat assignment fees.

When I complained about the seat assignment fee (I said I had no idea the seat assignment was with a fee, it was a carefully designed web site to make it easy for people to miss the fee), the operator basically read a prepared statement that it is the customer's responsibility to check all the fees before completing the transaction. The fact that they were trained to give that answer is telling: they knew what they were doing, the web site was intentionally designed to decrease the possibility that the customers wold notice the fee. It seems like their whole business model is "price the tickets lower than other sites, bank on the fact that most consumers will not notice the seat assignment fee and get that price difference back" or "sell price guarantee for $40 that most people will not use" etc.

Also, I found this: https://www.bbb.org/akron/news-events/news-releases/2015/07/bbb-issues-warning-about-justfly.com/