BBB Issues Warning About justfly.com

  
     
July 16, 2015

Your BBB urges caution when dealing with online travel sites, specifically ones offering discounted airline tickets. 

FOR QUESTIONS OR COMPLAINTS REGARDING JUSTFLY.COM, PLEASE CONTACT THE SAN FRANCISCO BBB.

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 37 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:

  • Differences in the quoted price as opposed to what is actually charged on the consumer’s credit card after booking.
  • Mistakes being made by booking agents, such as the name and spelling of the passenger’s name. Adjustments to the booking results in significant fees to the consumer from both the airline and justfly.com.
  • Differences in the time and date of travel from the original booking.
  • Not receiving email booking confirmations as promised.
  • Reports of being on hold for excessive periods of time when calling into the customer service department. Some have reported being cut off eventually.
  • Being charged more for a cancellation fee than was originally quoted.
  • On their website, justfly.com provides an address in Summerside, Prince Edward Island, but BBB has confirmed that the business is not actually located there and mail for justfly.com is being forwarded to an as-yet-unknown location. The company is registered as a numbered Canada Inc. corporation.

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.

On February 10th, 2014, BBB initially identified 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:

  • Buy flights directly from the airline or a local travel agency and start your research with www.bbb.org.
  • Investigate carefully what payments you are responsible for, including taxes, hidden charges, etc. Make sure to read the fine print and understand the terms and conditions prior to booking travel.
  • Be wary of suspiciously high savings claims that you aren’t able to verify prior to making a purchase.
  • Check the authenticity of flight booking websites before making any reservations for domestic and international travel.
  • Ensure that any holiday or travel company unfamiliar to you is reputable by researching them online. Ensure that they are a member of a recognized travel authority that offers financial protection and a complaints service.
  • Double check all details such as travel dates, itineraries, destinations and travellers before confirming payment, as you may be charged for amendments.

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 BBB of Akron, call 330-253-4590 or toll-free 1-800-825-8887 or visit www.bbb.org/akron

ABOUT BBB: For more than 100 years, Better Business Bureau has been helping people find businesses, brands and charities they can trust. In 2014, people turned to BBB more than 165 million times for BBB Business Reviews on more than 5.4 million businesses and Charity Reports on 11,000 charities, all available for free at bbb.org. The Council of Better Business Bureaus is the umbrella organization for 113 local, independent BBBs across North America, as well as home to its national programs on dispute resolution, advertising review, and industry self-regulation.