“It's astonishing how incredibly bad customer service can be. They take it to a new low, one that has completely put me off using travel booking agents (plus another bad one with Kiwi.com).
JustFly offers what appears to be a great, flexible website to change bookings, once made. One can see what flights are available (though the route cannot be changed), and if there are any additional charges incurred to switch flights (extra to their US$75 fee) - almost as professional as a common airline's site, except they don't usually charge the extra fee. But just wait until you try to make the change! I tried to book a different return, at no extra cost (apart from their US$75 change fee), but about 10 minutes later, I got an email that customer service needs to talk about the change. Thus begins about 4 hours of completely wasted time! It was as though they were trying to suck as much life (and money, as it happened!) out of me as they could manage.
1) The first call took 15 minutes of waiting to get a live person, who told me the flight would actually be another US$11 or so. I authorized that and thought the matter was finished.
2) A few minutes after that call completed, I got another email to call customer service. A 25 minute wait later, I'm told that flight had disappeared and they could no longer book it. I selected another, which had no additional charges to change, not even the US$11 I'd authorized on the first call. I became concerned, so I checked their online site to see that all these flights were still listed as available, at no additional charge.
3) Repeat #2, except this time, when the agent checks the original flight is available at no extra charge. I stay on with him, until he assures me that the flight is completely booked and there will be no need for any more calls (it's been a couple hours already). He's absolutely sure... I hear laughing in his background, but the agent himself seems to be managing not to laugh.
4) Repeat again! This time the agent (all of the calls have been to different agents, it's like they all want in on the fun!) tells me that they can only book that flight at a huge price increase - this time hundreds of dollars! I finally lose it (because I know the flight is still listed as free on their website) and tell him that I'm done the game playing. Even if they would pretend to be able to re-book the flight for me again, I'm very angry about all my wasted time. I can book a new flight for less than what they are trying to extort from me for this fee.
I tell them to leave me at the original booking (with no US$75 fee, which is already listed as a charge on my credit card), I'll go elsewhere. I don't want any more to do with them.
Good luck to anyone who has to deal with this organization!”
“Worst website to buy tickets from. Bought a ticket from an airline that went bankrupt and they failed to refund me. Had to get lawyers involved and 5 months later was able to get my bank to refund me. STAY AWAY FROM JUSTFLY!”
“Do not use Justfly. They wanted to charge me $150.00 to change a name error made literally minutes earlier. Then I read about the company only to find out that this is their m.o. they are a disreputable company!!”
