Your BBB urges caution when dealing with online travel sites, specifically ones offering discounted airline tickets.
Article creation date: July 16, 2015. Modified Date: April 6, 2018
Akron, Ohio - BBB of Akron is warning consumers to be cautious when dealing with justfly.com, a third party web-based issuer of low cost airline tickets. BBB has received over 1,300 complaints and 1,449 inquiries about justfly.com. Complaints are primarily from customers in Ohio, Missouri, California, New York, Texas, Arizona, New Jersey, Illinois, Montana, Massachusetts, North Carolina, Georgia, and Oregon, but complaints have also been submitted in Canada.
Specifically, the complaints allege:
Based on a similar business model, a similar pattern of complaints, and the same name of one of the people responding to complaints, BBB believes the company is connected with FlightHub, which had its accreditation revoked by another BBB.
Starting on February 10th, 2014, BBB started identifying a pattern of complaints from consumers which were brought to the attention of the business. The complaints are concerning advertising, billing and refund issues, as well as customer service issues. Consumers allege that when booking a flight online, through FlightHub's Web site, there is often an increase in the price of the fare, even after receiving a confirmation of the reservation.
Consumers have also advised the BBB that an insurance, or best price purchase guarantee, is automatically added to the purchase, without it being requested. Furthermore, consumers allege that when they call the company, they experience extended hold times and often receive conflicting information, when speaking with various agents at FlightHub. BBB further contacted the company on October 3, 2014, and December 1, 2014. Although FlightHub indicated a willingness to cooperate with BBB, the company failed to eliminate the underlying cause of the pattern of complaints and their Accreditation was revoked on March 3, 2015. The business presently has 323 closed complaints since April, 2013 and 29 complaints that are still pending.
BBB offers the following advice when booking online travel:
BBB hopes these tips help consumers make informed decisions and purchase travel from reputable companies that provide good customer service. If you have concerns about justfly.com, contact San Francisco Bay Area and Northern Coastal California, call 510-844-2000 or toll-free 1 (866) 411-2221 or visit www.bbb.org/greater-san-francisco.
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