Justfly.com

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Mar 22, 2018
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. My elderly parents were given a surprise by their granddaughter for their 46th wedding anniversary, now you know nothing about my parents but I will tell you they are the most giving and selfless people I know and they very much deserved this vacation. She had purchased them airline tickets from Sacramento, CA to Honolulu HI, traveling April 4, 2018 through April 9, 2018. The tickets were purchased through Justfly.com on February 28, 2018 in the amount of $1064.28, therefore when they started to search for their accommodations they realized since they don’t get the opportunity to travel much that they would like to see if they could change their return flight to April 10, 2018. They made a call to Justfly.com on March 9, 2018 and spoke to a customer service representative, they expressed to her their request to which she assured them she would be able to help them. She then proceeded to let them know that she would not be able to change their flight that they would need to cancel it first and then re-book it. At this point they had no reason to not trust what she was telling them so they proceeded to cancel the flight which they also charged them an additional $150.00 to do so. After this was completed they were told that they now have a travel credit of $1008.80 that would be good until February 2019 or to apply to their new flight. When they went to re-book their flight which was originally $1064.28 for two people to fly to Honolulu HI, this is where things get a little sticky and I feel that there is a scam going on. So any average person looking to book this flight through justfly.com can get it roughly for $575.00 per person, But when they sign on to their account (which is the only way to use their travel credit) those same fights are now $1034.00 per person!! So essentially they have doubled the fares in order to use your travel credit, this to me is absurd! After several phone calls to Justfly.com and United Airlines(which they referred us to) we spent over 5 hours on the phone trying to resolve this issue and they refused to help us! When they were asked how ethically and morally they can be okay with doubling the fares when their representative stated nothing at all prior to the cancelling of their flight, their comment was “ The low fares are for first time customers” WE ARE FIRST TIME CUSTOMERS, they have never flown with this company before!! I have some main concerns with how this transpired:
  • Their customer service rep failed to properly inform them on how they would increase the fares of the flight if it was cancelled, thus giving them the option of keeping the current flight.
  • When they called they were not willing to help in anyway, taking no responsibility or offering any kind of resolution. One of the last times that we called them we sat on hold for 40 minutes with Justfly.com and 35 minutes with United Airlines. Please understand that in that time they never once checked in on us, they just left us on HOLD.
  • As a first time customer dealing with them they did not portray professionalism or good customer service, their conduct was horrible.
My parents are very well deserving and after the $1100.00 increase to purchase a new flight they are unable to afford to take the trip. All that we requested from Justfly.com was to please accommodate us with the purchase of their flight at the lower fare which is offered to any average person. We told them that we would pay the small difference from the original purchase because we are aware the prices fluctuate, but that to double the fares was Ludacris. We would very much appreciate any help that you can provide and if you have any additional questions please feel free to call me at (xxx) xxx-xxxx. We thank you for your time and consideration.
 
Last edited by a moderator:
Jan 6, 2015
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#2
At the top of this page there is a link to Elliott's Company Contacts database.
Please read the instructions on the first page before proceeding to locate the contacts for Justfly.


Some Writing Practices for You to Consider ...

  • Begin by thanking them for their time and consideration. This sets a respectful tone for the message to follow.
  • Present the relevant facts in an orderly fashion. The person to whom you will be escalating this will want to parse the details quickly. I like this format:
Month Day
Time of day (if multiple entries for that day) followed by the shortest possible description of events​
  • Avoid criticism and "how to run your business" statements. These are rarely successful and often harmful.
  • Include your desired resolution. Bear in mind that excessive requests can turn them off to your cause.
 
Sep 19, 2015
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#3
I am sorry to hear that someone used justfly. I have not heard good things about them. They often charge a service fee for canceling or changing a flight and that is in addition to what the airline charges.

If you write to them it would be good to shorten the letter. You should not criticize justfly (like I just did or mention bad things (like I did). And also do not say my parents deserve a vacation or deserve this — you are asking for an exception

Be polite and concise and good luck
 

jsn55

Verified Member
Dec 26, 2014
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#5
Thank you very much for your advice, I appreciate it :)
Stacar, your situation is a result of people thinking that the internet is their friend. This online booking service, unfortunately, has been mentioned many times on this forum. People cannot go out and book the "best deal" on the internet when it comes to travel. Booking directly with United would have presented the same stumbling block, but the agent probably would have explained the situation more clearly when they attempted to change the return. I'm so sorry this happened, and hope that Justfly might respond to a concise, polite email. No emotion, just the facts, remember your letter is being read by someone in a windowless room sitting at a desk with a dead plant and stacks of complaints. The highlight of their day is the baloney sandwich they brought in for lunch. You want them to grasp the situation at the first readthrough and want to help your parents. Is there any possibility that the granddaughter's credit card had any travel protection? Good luck, and please let us know what happened.
 

Neil Maley

Moderator
Staff Member
Advocate
Dec 27, 2014
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www.promalvacations.com
#6
Unfortunately, prices can change any time and the earlier you book, the better. "THEY" didn't double the fares because your parents are using credits - the price of air goes up as the date gets closer. If they are traveling during high season, (its spring break time and Easter) prices go up as the date gets closer.

But are you sure they are doing this properly? I just checked Justflys website for the dates Apr. 4 - 10 and they aren't $1064 each - they are now $676 pp or $1352. Are you absolutely sure that they didn't see the price was for 2 people and not per person?

If their account has prices different than this $676 pp below - you should call Justfly and ask why the price is different than what is online - it shouldn't be.

1521769144608.png

Have you checked other dates to see if they travel in May or June that the airfare would cost less? There is no reason to cancel everything - they could certainly travel another time. Check flights leaving on a Tuesday or Wednesday and coming home on Saturday.

I just went on Justfly and checked prices leaving a week later- April 11 - 16. The flights are $497 each. Why not simply change the dates?

1521768946092.png
 
Mar 22, 2018
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Neil, I appreciate your input however I have went onto Justfly.com as soon as just yesterday and the flight for the exact same dates are $575.70 per person flying through American airlines and Hawaiian airlines. You would not see the other fare because it only shows up when I sign in under the username and password to search fares to use the travel credit, so unfortunately your are not able to see the exact same thing the I see. We did try other dates, but again in order to apply the travel credit the fares are different, we did ask the customer service rep to please just change the return flight and they told us that we had to cancel the flight, they were not able to just change the flight. I appreciate your suggestions, however we have tried all of those things so far, with no resolution. Also when asked why we are not offered the lower fares to apply our travel credit to, they simply stated those fares are for "first time fliers". Thank you so much for taking the time, I appreciate it.
 
Mar 22, 2018
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Neil, I wanted to attach these as well, so the first one is what I see on the website when I am not signed into my account, however the second one it what I see when I sign in to use my travel credit, it seems to me they did in fact double the fares.
 

Attachments

Apr 10, 2017
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#9
Neil, I wanted to attach these as well, so the first one is what I see on the website when I am not signed into my account, however the second one it what I see when I sign in to use my travel credit, it seems to me they did in fact double the fares.
Unless I am misunderstanding something I saw 2 different flights on completely different dates in that attachment. The prices weren't much different either.
 
Mar 22, 2018
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#10
Neil, I wanted to attach these as well, so the first one is what I see on the website when I am not signed into my account, however the second one it what I see when I sign in to use my travel credit, it seems to me they did in fact double the fares.
 

johnbaker

Verified Member
Oct 2, 2014
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#11
@starcar79 Who did they initially book with? UA? The change on your PDF seems to be driven by completely different itineraries / different airlines. Normally, credits are only good on the airline that the first ticket was purchased on not any airline the website sells.
 
Mar 22, 2018
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#12
I am new on this forum and not exactly sure I attached them right since it would not let me preview after I attached it, however the price on the first one was $575.70 per person and the second should have shown (when I am signed in) $1034.00 per person as of yesterday.
 
Mar 22, 2018
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#13
Johnbaker, Both of the itineraries are booked through Justfly.com, however in order to use our travel credit it only shows you flights through United Airlines, I am assuming there is some type of affiliation, but I sign in through Justfly.com every time. Thank you..
 

johnbaker

Verified Member
Oct 2, 2014
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#14
@starcar79 ... What airline were your parents booked on initially? If it was UA, their credit would only be good on UA and would be the reason the options are limited.
 
Likes: jsn55
Mar 22, 2018
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johnbaker, Justfly books through several different airlines and it does not specify on what I have, just that it is through Justfly.com, maybe that is something I will look into further, thank you. We have to sign on to our Justfly.com account in order to use the travel credit, so not exactly sure..
 

johnbaker

Verified Member
Oct 2, 2014
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@Stacar79 Very rarely is that how a credit works. Almost always when you change a flight you receive a credit on the issuing carrier so they don't lose the revenue on a non-refundable ticket. In this case, it appears to be UA. Your parents should be able to call UA with the original ticket numbers and verify if they have a credit with UA.
 
Sep 19, 2015
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So what I am seeing is that United is 675 per person leaving on the 4th of April, Hawaiian / American is around 575 per person leaving on the 4 th and there is a differen itinery around 497 per person leaving on the 11th? Different airlines have different prices at different times
 
Likes: VoR61
Jul 27, 2016
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#19
I just pulled up Sacramento-Honolulu, departing 4/4, returning 4/10, and I see the flights priced at $701/ticket for two tickets on United.

Looking at the document you posted, it looks like you're trying to book tickets for departure on 4/18 and return on 4/25. The standalone quote you cite on the first page of the scan is for departure on 4/4, return on 4/9 (arriving on 4/10).

1. What dates are you trying to book the new flights for?
2. What airline were the cancelled flights booked on? I assume it was United, but want to be sure.
 

Neil Maley

Moderator
Staff Member
Advocate
Dec 27, 2014
11,372
11,856
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New York
www.promalvacations.com
#20
So your credit isn’t with Justfly- it’s with the actual airline? If so you are going to have to keep playing with dates to get a fare that works. There might have been a special sale when th tickets were purchased.

You will find your best prices if they can fly on Tuesday. That’s generally the lowest price fares.