Satish S.

We are two families who bought tickets from kayak for the same itinerary. One family got redirected to http://Expedia.com and my family to http://Justfly.com Both families decided to cancel the tickets. Family with Expedia got refunded with $300 per person charge from airlines. Yesterday When we called Justfly to cancel, an agent named Leo said the ticket is fully refundable except the $300 per person airline charge and a $150 from Justfly. I questioned him why we need to pay extra $150 per passenger when the family booked through Expedia did not charge. Agent Leo said they cannot waive the cancellation but lower it to $125 per person. The agent said the tickets are cancelled and we will be refunded the amount except the $425 per person. We then rebooked a non refundable ticket through Alnita travels today. After all the new tickets got confirmed, Agent Leo calls and tells there is some $300-$600 fuel charges that the airline won't refund and the cancellation was unsuccessful. How come the tickets bought from kayak with same itinerary and airlines can go to different websites for booking and have different cancellation charges especially what just fly saying "fuel charges ". I called one more time and second agent France confirmed that agent Leo made a mistake and only better option I have is to agree the extra charges and cancel. After almost 3.5 hrs on phone and talking to his supervisor I was forced to let go additional $600. They cannot keep up their word and do not care about customers. This is the worst travel company. Kayak should take the ownership and remove justfly from their list of travel companies. Kayak should not allow different travel companies to have different conditions. Based on this experience I will never use online travel companies.

We are two families who bought tickets from kayak for the same itinerary. One family got redirected to http://Expedia.com and my family to http://Justfly.com Both families decided to cancel the tickets. Family with Expedia got refunded with $300 per person charge from airlines. Yesterday When we called Justfly to cancel, an agent named Leo said the ticket is fully refundable except the $300 per person airline charge and a $150 from Justfly. I questioned him why we need to pay extra $150 per passenger when the family booked through Expedia did not charge. Agent Leo said they cannot waive the cancellation but lower it to $125 per person. The agent said the tickets are cancelled and we will be refunded the amount except the $425 per person. We then rebooked a non refundable ticket through Alnita travels today. After all the new tickets got confirmed, Agent Leo calls and tells there is some $300-$600 fuel charges that the airline won't refund and the cancellation was unsuccessful. How come the tickets bought from kayak with same itinerary and airlines can go to different websites for booking and have different cancellation charges especially what just fly saying "fuel charges ". I called one more time and second agent France confirmed that agent Leo made a mistake and only better option I have is to agree the extra charges and cancel. After almost 3.5 hrs on phone and talking to his supervisor I was forced to let go additional $600. They cannot keep up their word and do not care about customers. This is the worst travel company.