JustFly is an Unethical and Unprofessional Organization; Fraudulent and Gross Negligence

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Sep 16, 2019
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#1
We booked a flight through JustFly.com which was marketed by LATAM airline whis is operated by American Airlines. The first leg of our returning flight (EZE to MIA) was rescheduled by American Airlines, but the change cut our layover time from 2 hours to 1 hour, which AA claims in an invalid layover time for international jumps. They confirmed that the travel agency would have to correct the flights to allow for a minmum 2 hr time, but both Latam and JustFly are refusing. We have spent about 14 hours on the phone in the last 2 weeks between the three agencies and there is till no resolution. They knowingly have a us scheduled to miss our connecting flight. AA confirmed they would work with JustFly directly to resolve, but JustFly has refused, claiming that they are working with a 4th agency that they are not permitted to disclose.

We deserve compensation for the hours upon hours that we have spent trying to fix their wrong, which they refuse to take responsibility for and refuse to resolve.
 

Neil Maley

Moderator
Staff Member
Advocate
Dec 27, 2014
19,717
18,384
113
New York
www.promalvacations.com
#2
Justfly is such a problem that the BBB has actually advised people not to use them.

How did you end up booking through them? Did you check any reviews before you booked?

Too many people blindly trust these booking companies when they see a price without investigating the company.

We have company contacts on top of our pages for them you can use to try to get some type of compensation but most have not had much luck with them.
 
Likes: VoR61

weihlac

Verified Member
Jun 30, 2017
2,214
2,560
113
Maui Hawaii
#3
We booked a flight through JustFly.com which was marketed by LATAM airline whis is operated by American Airlines. The first leg of our returning flight (EZE to MIA) was rescheduled by American Airlines, but the change cut our layover time from 2 hours to 1 hour, which AA claims in an invalid layover time for international jumps. They confirmed that the travel agency would have to correct the flights to allow for a minmum 2 hr time, but both Latam and JustFly are refusing. We have spent about 14 hours on the phone in the last 2 weeks between the three agencies and there is till no resolution. They knowingly have a us scheduled to miss our connecting flight. AA confirmed they would work with JustFly directly to resolve, but JustFly has refused, claiming that they are working with a 4th agency that they are not permitted to disclose.

We deserve compensation for the hours upon hours that we have spent trying to fix their wrong, which they refuse to take responsibility for and refuse to resolve.
Do NOT ask for compensation for "for the hours upon hours that we have spent trying to fix their wrong". If you do this they will delete your request and you will get nothing, and they will stop making any effort to fix your problem.

If you give us your complete itinerary including ALL dates and flights, we may have other suggestions. Your post gives far too little information for us to be of any specific help.
Given the track record of Justfly (horrible) you are going to need some backup plans in the expectation that Justfly will not solve your problem when you miss your connecting flight.

What you have said about Justfly is correct, but not new and they will not change. The problems with Justfly are well known and the BBB recommends against using them. They are in Canada so you have no leverage at all if you are based in the US.
 

weihlac

Verified Member
Jun 30, 2017
2,214
2,560
113
Maui Hawaii
#5
BTW a 2-hour layover to clear customs in Miami is too short as you need to collect your luggage, clear customs and immigration, recheck your luggage (esp if you arrive when many other international flights arrive)and then possibly change terminals to a domestic flight. 3 hours is a much safer time; if you change to 2 hours you may still miss your connecting flight. If (when) you have to purchase your onward flights, build at least a 3 hour time period between flights.
 

Neil Maley

Moderator
Staff Member
Advocate
Dec 27, 2014
19,717
18,384
113
New York
www.promalvacations.com
#8
The key here is whether these are two separate tickets or one PNR. If they are separate, you have a problem because AA is correct as is Weihlac - two hours in MIA is not enough time.

Is there a later flight on AA that would give you at least 2-1/2 to 3 hours in between connections?

If so, AA should move you to another flight because they changed the flight and it is probably considered a substantial change that would warrant a free charge OR a refund to purchase a ticket on another airlibe but because you booked through Justfly and it might be an unpublished rate, only Justfly can help.

If you are not having luck with Customer Service, e-mail this first executive and mark it Urgent in the subject line.
Primary Contact
Gaspare Borsellino
Director of Quality Assurance
3333 Boulevard de la Côte-Vertu
Montreal, Quebec, Canada H4R 2N1
[email protected]
 
Likes: VoR61