. 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.
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