I have written up long versions of exactly what has gone on but the short version is this - My wife and I booked a trip to Kenya through justfly.com months in advance. Justfly got my wife's name wrong on the ticket, reversing the middle and last name. We did not realize until at the airport 3 hours before boarding. Her name did not match her passport so she could not fly! We called justfly and they refused to call British Airways to fix the problem even though we had a direct line number from BA for an agent to call, for 3 hours justfly refused to take simple actions that would have immediately rectified the situation. We had to cancel our flights and trip to Kenya. We got charged $500 from justfly immediately for late cancellation. And we got charged $1280 in cancellation fees from British Airways. After trying through several channels for several weeks I had to snail mail BA customer service to even get a response regarding their late charge fees, they sent me a letter blaming Justfly. Justfly has no real customer service or channels for complaint whatsoever. I now plan to take Justfly to small claims court to recoup the $1800 in late/cancellation fees their malfeasance caused me and my wife along with other damages around our cancelled trip. I have lots of questions regarding this process, and whether I should seek to contact the CEO of the parent company (or some other member of the parent company management team) of justfly, or whether I should just go straight to small claims court. And if I do opt for small claims court, what does that process look like i n AZ?