Head Office
3333 Boulevard Cote-Vertu,
Suite 600, Montreal,
Quebec, H4R 2N1
Customer Service
Phone: 1-800-717-5015
Phone: 213-986-3515
Email: support@JustFly.com
Email: guarantee@justfly.com (Extended Cancellation Policy)
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About Justfly
Justfly is an online travel business established in the year 2014. It is a platform to book low cost flights across the US and globe. Headquartered in Summerside, Canada, the company employs around 200 for customer service, technology and marketing. According to its website, Justfly partners with over 440 airlines to offer best deals and cost-effective tickets. Besides flights, Justfly also allows travellers to book hotels and cars.
To search and compare best deals for flights, browse the homepage where you can enter the origin/destination, dates and begin the search. Upon seeing the results, you can further filter by number of stops, schedule, duration, airlines and airports. You can also see a number of options with detailed schedule, layover and cost. You can proceed to confirm the booking by paying through Visa, Mastercard or American Express.
Those who already have a reservation, can sign in to their account to view or manage the same. They can check itinerary or even cancel a booking. All prices displayed on our website are subject to change at any time. Also note that all reservations are non-refundable unless stated. They are also non-changeable and non-transferable unless otherwise stated. If you find a cheaper fare, you can claim a full refund within 24 hours of booking.
Should a ticket be refundable, there will still be penalties users will have to pay. Cancellation can be made easily by calling the customer service. Refund might take up 6 to 8 weeks. Are you frequent flier? Register for the Justfly Travel Club membership program to have enjoy exclusive prices, cashback incentives and private sales. For more information or queries on tickets, payment, refund, cancellation, or others, reach the Justfly customer service.
It has been headache to get flight ticket refund of $834.79. Flight was cancelled on April, 13 2021 after my connecting flight in France was cancelled due to corvid 19 shutdown. Just fly was not able to put me in another flight. Since then, I had made numerous telephone calls in attempt to receive my refund with no success. At one time in April a Justfly representative took my information and stated my refund will be processed in 10 days. The calls has been frustrating because it will be automated machine on the other line, hours of waiting to talk to somebody turn out in vein.
I had booked my flights to Paris with justfly.com and paid $2,600.00 for them. They were booked for my entire family for travel on June 1, 2021. The French government had closed the boarder to all non-french citizens, so we could not go. I have been trying to contact justfly.com for several weeks in order to get them to have Aer Lingus issue travel vouchers that we could use at a later date, but they have ignored all of my emails, and I have spent hours on the phone trying to get through to someone in Customer Service, but keep getting cut off. I have never had a worse consumer experience in my life. I don’t understand how these people can still be in business. This was supposed to be the trip of a lifetime for my family, and now it is nothing more than a nightmare.
Justfly rebooked after I paid $70 to keep an Open Ticket. They reschedule my Itinerary but never sent me the new itinerary! A total of $765.35 I wrote them many times, no answers….I called and they call you back but they don’t give you time to ansewer the call, it hangs up in seconds. So What their game here?
Worst customer support ever. Run the other way immediately. Their system said they scheduled me on a callback which never occurred and my rebooking term expired. Couldn’t talk to support because they said I already have a callback scheduled. No call received. Total scam. They have no respect for their customers.
Agreed! Customer service sucks – they cancelled my flight 48 hours before my departure. Then they told me to wait until my flight date expired for a refund- then 2 hours after my flight expired, they told me they never said so. Customer support staff also speaks rudely – the guy told me “Don’t yell, you are not my boss”. I never yelled- Then I was more agitated because, I lost a ticket and I am still paying for it.
I was told by the airline that they have many changes in their policy due to COVID 19 and that I’m entitled to a refund but I have to request it from justly. I’ve been going back and forth with justly for over 3 weeks and keep hearing the same thing “we are waiting to hear from the airline” I even sent them the email from the airline that said I’m entitled to the refund. I didn’t take me 3 weeks to get a response from the airline. I’m not giving up as I’m entitled to my refund even if I have to take them to small claims. It’s almost $3,000 .
Yes!! I also been having issue with getting my tickets or refund…this not right! There should be something or someone we can actually speak to it’s sad that we spend our hard earned money to let some company just take it and think it’s OK to do what it wants.
Absolutely Terrible! I only wanted to swap one person on a ticket. After an hour of running vicious circles on their website, and literally attempting every last option with their phone numbers – you literally cannot talk to a person and the directions of “self-service” on the website, do not work! When you change anything, the “Save” button disappears. When you click to the “Talk to Support” button…it parades you through typical questions and dumps you with screenshots of how to do it on the website…but they do not work! This company obviously does not have an actual call-center or staff to assist you-it appears to be completely web-driven.
This Company is not serious at all. They don’t keep any updates on their system. I requested a refund after the flight was cancelled and they called me to let me know that my request it was approved and that we should see the money in our account any time and after waiting so long they said there wasn’t any request. So, I tried so hard after calling so many times trying to extend my credit until December of this year. But, until now I can’t book a trip for my Mom it has been two months already since I have been waiting and I said I was flexible that any dates would work for me and for my mom but even that. They keep saying that they need to request the Airline before booking and they said they will call me back in 48 hours but they don’t give answers until now. I wonder who to complain. There are a lot of people having the same issue. I must have a refund if they can’t book my Mom’s trip. I have kids to feed. I’m not giving up. I wonder if there is somewhere else to complain about this.
British Airways cancelled my flights in May. I booked through Justfly even now when my flight was in June 19th have I not received any information about a voucher, cancellation it still shows that I hope you are enjoying your trip. Cannot speak to a person the website is ridiculous cannot get a straight answer and no way to speak to anyone this is unacceptable!!
I have the same experience! this is a horrible website and they don’t want to refund my ticket. The customer service is rude and not helpful! Justflight did not want to refund my ticket although I called the airline company and they told me I was supposed to get a full refund, instead, just flight company charged $89 for getting my refund and I have not even received it. Now it shows that I have credit to purchase another ticket until Dec 2020. This is horrible and unacceptable!
I bought my tickets through JustFly.com. My flight was canceled on April 14 by airline. I called the customer support on May 7 in regard to refund. JustFly representative told me that in order to submit the refund form, I must cancel my ticket. She was not able to explain me why I should do it, if my flight was cancelled already… All what she was saying that I cannot do it other way, so I agreed. She cancelled the ticket and submitted the reimbursed request to the company on my behalf. On May 12 I received the bill from my credit card, it’s how I found out that I was charged $35 on May 7. Customer representative didn’t notify me about any charges during my call, so charged my credit card without authorization! I called on May 12 to customer support to find out what is this charge for. Representative responded me that this is a cancellation fee. He couldn’t explain why I need to pay constellation fee if my flight was cancelled by airline company. He was referring to the cancellation agreement at the time of buying the ticket, but that agreement doesn’t cover this case. I didn’t cancel my flight, I didn’t change my plans, I was forced by JustFly.com to cancel my ticket, and they charged my card without authorization! Representative refused to give me refund for the cancellation fee, he also didn’t connect me with a supervisor by my request, moreover, he hung up on me by saying he cannot help me with my issue. All what he suggested is to send complaint via email…
Company created the refund procedure to collect more money from people who was already hurt and lost their money for tickets. This is a fraud!
I have a similar experience described below by Mrs Klein.
I’m really disappointed for what occured to the booking I made for my friend.
In this 2-way trio, she was supposed to take an Air Canada flight sunday March 15th from Dallas to Montreal, then back to Dallas on Friday March 20th with American Airlines.
Due to the closing of US borders, followed by the closure of the Canadian borders, she were unable to take the flight on March 15th.
I tried to cancel the 2-way trip on your website. First at March 13rd. Then I re-tried on March 14th because my online booking status were unchanged and I feared I could’nt have the possibility to postpone the flights because countries made restrictions due to Covid-19.
The fact is I was charched 300 $ on my credit card (2 times I had a 125 $ charge on March 13rd then I had another charge of 50$ the next day).
I don’t understand why I was charged such a lot of money for rescheduling a trip due to governmental decision to close the borders!
And JustFly should know both Air Canada and American Airlines offered to passengers who have booked before March 4th to reschedule the flight free of charge… so why have it charged me 3 times for a total of 300$?
I have another problem: I got a credit for the Air Canada flight (Dallas -> Montreal) but I don’t have a credit for the American Airlines flight (Montreal -> Dallas). Why?
I’m really p****d off! This is a very frustraring situation! JustFly charged me a total of almost 1000$ for a flight my friend never took… And no one is responsible: Air Canada and American Airlines told me to manage the situation with JustFly because I didn’t book directly with them.
WORST customer service….actually cannot even really be called any kind of service. I have called 5 times and have been told the same thing…your request for a refund has been received but we are waiting for the airline to respond. I requested refund on March 14 for a trip to Casablanca on March 21st. It is may 5th today. I have asked multiple times to speak with a supervisor and have been told there is no way to do that, they are “offline” and I should send an email. What a joke. The people answering the phone read the same script every time and are not able to provide any help. They could go a long way by just talking with people in a common, decent, respectful and routine manner-like the customers actually matter to them. I agree….so frustrating and will NEVER use JUSTFLY again. I’m wondering if the other folks who cancelled two months ago have had any action taken on their issue.
I booked with Just Fly for a trip to Europe with my family. We would have left on March 23, 2020 from Cleveland, to Montreal, then flying into Heathrow. We would have spent 4 days in London,the onto Paris and then Rome, where we fly would fly home on April 8th. Due to the virus, that is not going to happen. Trying for a refund and getting conflicting information from both Just Fly and Air Canada. Air Canada says if you did not book directly with them to contact your booking agent. Just Fly says Air Canada has made modified changes to our flight. They tell you to contact Air Canada with yet another phone number. What a joke!!, Surprise can’t obtain information, told to go to Just Fly. I believe that known as passing the buck. You can never talk to a human at either number. NEVER AGAIN WILL I USE JUST FLY, they do nothing at all to help you. TOTAL FRUSTATION
Did you get your refund? If yes, How long did it take? Please, answer my questions. It’s been 5 months or 21 weeks since I’m waiting for my refund.
I booked a ticket to Winnipeg on the 15th of November, they give me the wrong date on my returning ticket. The only way I could change the dare was to cancel the ticket and purchase a new ticket. Which I did. I payed to cancel the ticket and was told the money would go back on my credit card in 15 days. It’s been over a month and still haven’t not gotten my money. I purchase a second ticket on the 18th November.you went into my account took my money and cancel my ticket and Same problem no money was returned to me. Please look into this matter ASAP, thanks Joan,
I went to go book a flight entered all of my account information, hit submit and the next page said that that flight is no longer available. My card was still charged, I called and the CS argued with me that my card wasn’t charged, that it was a pending transaction that would fall off within 24 hours. That did not happen, as I told them the first time it was not pending, the charged was processed, now a week later many emails with my bank statement and phone calls later, I still do not have my money back or any replies from just fly.
WORST BOOKING SITE EVER!!!
I have called the customer service 8x today to book a new ticket using my refund voucher. They said, they cannot help me and I need to be transferred to the refund department.
I called 8x and I was transferred 8x, no one in the refund department is picking up the transferred call. In every call, I was put on hold for 2 to 3 hours and no one picked up! I am very exhausted already!
I also sent an e mail to their e customer service, no answer too!!! Very frustrating!
I do not recommend using this site for booking! If you don’t want to encounter this kind of service that will upset you, don’t ever book here!!!
Justfly has the worst customer service and they are trying to trick me and keep a large part of my refund.
I cancelled a booking and was told that the fee is $200 – so I cancelled the booking. On the invoice I got later on, it shows the fee of $200 but additionally took $200 from my refund. Maybe they think people would not notice and probably it works quite often. They did not automatically refund my seat selection fees either, had to call about that.
So check your invoices very carefully!
Have called them three times already and was assured that it will be fixed and I get a new invoice within 24h. I did not get anything and still waiting for my money for over 4 weeks already. Maybe they hope I will forget about after they tried to hide doubling the fee in the invoice.
My advice: avoid JustFly!
Hi,
I booked a flight ticket yesterday from Tampa to Chicago for 26th April and a return on 28th April by contacting the Just Fly customer service. They booked the ticket for me and even after spelling my name thrice they booked a ticket with wrong surname. After which I called them again and they said the only way is to go ahed to the airlines site (Spirit) and cancel the ticket and rebook again which I did but then Just Fly deducted an amount of $46.01 from my credit card. I called them again enquiring about the same and they said it’s Just Fly’s service charge. I don’t understand why do I need to pay the service charge when the mistake was from your end. It was your fault they you booked a ticket with a wrong name even after spelling it out to you thrice. Now I don’t have a ticket and I am charged $46.01 on top of that. And on top of that you guys just keep the call on hold and no nobody ever picks up and I am unable to talk to a representative.
Kindly please refund me the amount as I should not be liable to pay the service charge because of your fault. And the only reason I called and booked a ticket through the customer service and not via online was my payment was declined twice when I was booking online so I called up and the person assisted me and booked it for me.
Ticket reference number is : 143-111-752
I received confirmation from justfly in writing for my upcoming flight using my travel credit. I paid the differences such as airport charges. A month later, i called the airline to check on the status of my flight prior my flight- literally 4 days prior. The airline said there wasn’t my name in the reservation. I called justfly to check on this. After multiple phone calls, they couldn’t resolve and continue to ask me to wait 24 hours, 48 hours, 24 hours. They said the airline hasn’t get back to them and the airline only works Monday-Friday. I was so pissed. I sent them multiple emails to find out. No single response. I called them again. I was put on hold and the supervisor failed to assist as well. I needed to buy another plane ticket at less than 48 hours to get on my plan. PLEASE DONT USE JUSTFLY. THE SUPERVISOR WAS RUDE AND THEY FAILED TO TREAT THE CUSTOMER FAIRLY. NO REFUND FROM THEM YET
I recommend not using this st all. Paid over 300 bucks for a ticket for my boyfriend, once he got to airport it was an hour-2hour delay bc it was extremely busy. And once he arrived at desk they told him his ticket was not valid and he needed a printed copy. He missed his flight and now they won’t give me a refund.
Justfly needs to be boycotted. CUSTOMER SERVICE IS REAL SHITTY
A flight was booked through Just Fly.com for a one-way ticket from Shanghai China to New Orleans, Louisiana. The flight was paid for on June 19, 2018 in the amount of $904.20 with the Chase card listed above.
I had no knowledge this card was being used to purchase the airline ticket but my daughter had the card information and needed to fly home to the states.
When my daughter’s Travel Visa was issued she was told it was a 30 day Travel Visa. When she was about to board the plane the attendant told her the Travel Visa had expired, she examined it and saw that the 30 day Travel Visa had been dated for 21 days and not 30 so she had to miss the flight. The attendant told her she could use “credit” from the flight she missed towards another flight. On June 21, 2018 a cancellation fee of $150.00 fee was also charged.
She attempted to re-book the flight and I have illustrated with the enclosed documents the fraud and misleading actions of Qatar Airlines and Justfly.com, I will attempt to explain the absolute deceit of those companies.
She received an email from Justfly.com I have labeled it Exhibit A. It states “You have $838.25 in travel credit…… with a link that says Click here to use your credit and book new flights. When you click you are taken to the “Select new Flights|Self-Service-Flighthub. She selected a date and the fare was $400.00 more than the credit of $838.25. See Exhibit B. She used different dates as well to see if that would lower the costs to be closer to her credit but it did not. See Exhibit C.
My Chase card had already been charged $1,054.20. The airline and/or JustFly wanted to charge an extra $400.00 for a changed flight that is absolute larceny.
To prove the point, my daughter went to the same website Justfly.com used the same dates and times and the price for the same exact flight on the same airline is $863.72!!! See Exhibit D. When she saw this blatant attempt to extract more money for no valid reason she gave up.
Chase agreed to reverse the $904.20 until the “investigation” was concluded but now have put that fraudulent charge back on my card.
Justlfy didnt issue a refund for my cancelled flight. After Five emails, and two phone calls I received a ‘credit’ for my cancelled flight. However, trying to use those credits toward a new flight is a total joke! You must fly in and out of the same airport originally booked in. YOu must fly the same airline you orignally booked in. You cannot choose your exact dates of travel. And it seems to be twice as much as what is shown on justlfy.com if you are booking a flight paying by credit card. I am beyond disappointed and disgusted. This is horrible buisness, horrible customer service…very very upset!!!!
Looks like I fell into the same trap as all the people who commented before me….I went to change my flight after realizing it had a 11.5 hour layover I cancelled for the fee of $75.00 and then was re-charged $289.00 to re-book the same exact flight. I was ripped off!
108-618-962 (JFK – DAC)
I requested for a middle name correction of the second passenger more than 10 days ago. I spoke with the customer service rep atleast 5 times. Every time they ask me the same question, and at the end i get same answer, just wait.
We are 24 hours away from the scheduled flight. Please do something. I hope just fly is a real company.
I would like to book a air flight ticket form SCE(State College) to ICN(Seoul, South Korea).
Flight date is 12/06(Going) – 12/28(Return).
I searched a economic flight ticket price through the Justfly homepage.
The home page showed 1008.80$ of flight ticket price.
Is it round trip price? or Just one-way Price?
And let me know the exact flight price SCE – ICN (12/06 – 12/28).
If it is reasonable, I will buy the ticket through your site.
What a screwed up company. I tried to book flights for my wife and I and after several complications got frustrated and cancelled the transaction. Guess what! They booked the flights anyway and charged my credit card for two tickets. A few hours later they charged me for two more tickets. A few days later they charged me for another ticket. So far they have posted over $10,000 to my credit card account for a transaction that was cancelled (supposedly). This is like “Groundhog Day.” The hits just keep coming. I’ve been on the phone with them for over 4 hours (no exaggeration) over three days and am getting nowhere. Justfly…NEVER AGAIN!
I am having the worst customer service ever. I booked a flight for my son and months ago, now im getting an email saying that my itinerary has change but also I find that my sons name is not there; is my name twice but with his date of birth. I called and they said that they can help me with that sending an email with my sons passport. then I got a new email from them that say that I have to contact them. I have talked with 5 different people everybody say different thing and I still have my name twice. the airline changed my itinerary for one more convenient to me because I called them directly but just fly cant change a mistake they made? they dont train their people well since everybody say a different thing and give me different solution.
Just fly is a rip off. I received a charge for $790.35 then a change to 1135.00. I was put on hold three times for over 35 minutes per call before the call was hung up. Finally, I pressed the selection to book a flight and told them I had an existing flight, and they hung up. This is a terrible site and people seeking cheap tickets should beware.
I changed my flight to return a week later, and was charged 387 dollars for the changes, however Just Fly kept my original flight AND charged me the change fees. Change fees for what? Nothing was changed.
I’ve emailed Just Fly and called; been on hold near 2 hours now with no answers. I highly, highly recommend not using Just fly if your plans could possibly, even remotely need to be changed. Customer support is non-existent it seems, and the site is apparently glitchy as online comments tend to show.
I misspelled my gf’’s middle name on a flight they hooked me up on through Alaska. And when I noticed I called justfly support ,there specific phone number directly to that specific person who is supposed to deal with this issue specifically and when the lady answered she had no clue why I was calling them to fix the issue and why I hadn’t already called Alaska Airlines. (who by the way I called and got confirmation that they do not and would not charge for a name correction and would and only do charge for the name to be changed.) Then I was put on hold for an hour plus, and in that time on my gf’s phone I was able to call Alaska confirm that justfly would not be charged and I also called that Same support number that had my phone which was STILL ON HOLD !! Talk a representative and have her tell me they would charge me 75$ to literally change one letter in my gf’s middle name and then was able to talk down to 25$ . I still even asked to talk to a manager after that and I was put on hold. I KNOW HAVE 2 PHONES ON HOLD WAITING TO TALK TO SOME KIND OF MANAGER OR SOMEONE THAT IS SUPPOSED TO BE IN CHARGE . The first phone eventually was hung up on and the second one eventually after 45mins plus o waiting cane back and said there was no manager to talk to. Still the issue is not resolved! This place is a joke! Run as fast as you can! Can’t believe kayak.com co-signs this bull $hit!!!!
You have by far the worst customer service that I have ever encountered you deserve to be out of business I am certain it is only a matter of time.
Don’t deal with this lowlife company you will be scammed.
They put you on hold and don’t come back !!!
JustFly has NO customer support, NO way to talk with a person, VERY POOR BAGGAGE POLICY information. BEWARE! I purchased 4 tickets to Athens 12/2017 and ended up paying $60 US each way ($480 total for round trip) for 1 checked bag for each ticket each way. This was never made clear by JustFly, the airlines changed their policy in March 2018 (Alitalia, Delta, Air France) and now NO WAY to get a hold of ANYONE at JUSTFLY. It wasn’t worth the cheap ticket – that’s for sure.