Complaint Review: justfly.com - Internet

Don't just take my word for it. After reading my review you will also want to search "flighthub justfly scam" for many angry reviews about the horrible service from this booking agent. Not only will I avoid justfly (aka, flighthub), but I will never again purchase anything through (once-trusted) TripAdvisor.com since it is their site that redirected our booking through justfly. I have since also discovered that several positive reviews for these companies consistently originate from people located in Ontario or Quebec. (It just so happens that the company web domain is registered in Quebec, and the website and agents say they are in Ontario).

We invested 4-5 hours on the phone with various agents and a supervisor all in a simple attempt to upgrade the class of our seats. Of course, this would be very simple, and without fees, had we booked with the airline direct. Phone calls are not returned and we spent hours on hold trying to get simple answers. The agents are horribly inept, and constantly put us on hold to get help with questions they cannot answer. They say they are handling the calls out of Ontario Canada, but we are convinced that calls were being handled by third-world citizens with limited English-speaking skills. Their responses often don't even make sense, as if they don't understand the language. Every agent we spoke to, sounded just about the same. The agents will apologize profusely for their failings, but do nothing to resolve the problem. We were told a fee to upgrade the class of our seats would be $450 ($300 for airline and $150 for justfly), until we got Al Italia on the line in a conference call. Then the agent changed his tune, as if he had been caught, and announced the cost would only be $150. The company policy reports the change fee as $150.  The next day, a new agent and a second supervisor handled our calls, and the price was back to $450, even though the airline reports they do not charge an extra fee for this upgrade. Obviously this is just a scam to try and take an extra $300/ticket while blaming the airline. We called the airline again and spoke to another reservation agent who insisted that there is no additional fee charged by the airline beyond the cost of the upgrade.

This has been the most horrific travel booking experience in my lifetime and I'm still in fear of what else could go wrong before our travel date. Watch out for justfly, flighthub and any other aliases that share the following phone number (800-717-5015). I would also caution users against using tripadvisor. As in my experience and according to several other complaints on the tripadvisor site, flights are frequently redirected through this scam travel agency.

03/23/15 UPDATE: On the phone again with JustFly (this time Shawn). Conferenced the call with Anna from Al Italia. She tells him the seat upgrade is available and should be very easy to make. She asks him to "please help the customer." Add two more hours to this fiasco and still no resolution. He leaves the phone for long periods of time with a different excuse each time. First excuse to go contact supervisor. Second excuse there is a wait list (how can there be a wait list if seats are still available?). Third excuse he is now contacting his help desk.  Connected to supervisor Nicole.  She is unable to go any futher and promises a call back from a supervisor tomorrow.  This is the third time this week I have been promised a call back.  No call backs received as of yet.  Phone call ended after 2hrs 40 minutes.  Conflict unresolved.