jeff a.

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 108-732-712. 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.