Sabrina S.

I called Justfly.com to speak with a customer service representative to confirm some information about the details of the trip & Tickets i was looking in to. When speaking to the justfly representative named Lerma, I asked Lerma to confirm for me the cost of checking a bag. Lerma kindly informed me that there was no charge for the first checked bag, she said all customers get one free checked bag. That was exactly what she said. She did not advise me to "check with the airlines". Once i get to the airport for travel I am charged $25 to check my one bag. The airline informed me that every one pays $25 per bag. I told the man that my tickets include a free checked bag (as I was informed by Justfly at the time of purchase) the man apologized and told me I had been misinformed. I had to pay $25 to check my bag for my flight and another $25 to check my bag on the way home. Now I am out $50 that I was not planning on spending and that I did not have budgeted. I called Justfly customer service when I arrived at my destination to speak with some one regarding this false information i was given. I spoke with a justfly customer service rep whom told me that its up to the customer to confirm baggage pricing with the airline... He also told me that justfly does not confirm the price of checking luggage, that instead they advise their customers to contact the airlines directly for the price of checking luggage. I informed the man that thats not what was told to me and that at the time of purchase and that Lerma (justfly employee) actually CONFIRMED that I would not be charged any additional money for checking one bag as long as it was not over 50 lbs. the man continued to argue with me telling me that there was nothing they could do to help me. He stated that they are a third party agency and they did not have the ability to give refunds even if they wanted to. I asked to speak to a supervisor and he told me that I needed to call back in 4 hours if I wanted a manager on the phone. I told hit that was ridiculous and he took my name and number and told me he would have a supervisor return my call. I never received a return call. A few days later I called back again and was told the same thing, that they would not help me, that It was my responsibility to confirm pricing with the air line. Again I requested a supervisor and was told they would call me back. Several days later still no return call from any one at Justfly. So I call again... and Im told that I will have to wait on hold for 2-4 hours to speak with a supervisor, I was also told again that Its my responsibility to confirm luggage pricing with the airlines and that they do not advise the customers of any luggage pricing they tell customers to call the airlines. I explained again that thats not what I was told at the time of purchase! If you go to the Toyota Dealership to buy a new car and the salesman tells you the car comes with a ******* mile factory warentee, do you then call Toyota Headquarters to confirm that their cars come with a warrentees? NO! You dont, you assume that the information you have been given by the sales man is true. Just like I did when I purchased my flight over the phone from a justfly representative. But I was given false information and now im out $50 which would have been my grocery money for the next week. I will never use Justfly again and I will gladly dedicate my entire day to assuring I inform every one I can of this horrible experience and the horrible customer service at Justfly. Come
I was finally able to speak with a supervisor named Hambert whom argued with me on the phone for an hour and refused to do anything to help me. He said that I was given all the correct information at the time of booking my flight and that he is "all most certain" that there was no false information given to me. I asked him to go back and listen to my recorded call when i purchased the tickets over the phone. He did confirm that the call was recorded but stated that he didnt think it was necessary to listen to the call because they do not give out false information. I asked to speak with his supervisor and he informed me that there is no one above him to speak with that he is the "top of the chain" eventually he hung up on me refusing to help me. WOW! Im calling the better business burrow! A