BBB Issues Warning About JustFly.com
May 23, 2016
Better Business Bureau is reissuing a warning about JustFly.com, an online travel agency that has racked up more than 250 complaints with BBB, earning it an F rating and generating an investigation by “The Haggler” that appeared in yesterday’s New York Times.
This is the second warning from BBB. Last summer, BBB Serving the Atlantic Provinces issued a warning for the company, which claimed a Prince Edward Island address at that time. The company has continued to garner complaints and unhappy customers, so BBB is reissuing the warning across the United States, where most of the customers are located, as well as Canada and Mexico. 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 result 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.
- Lack of 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 after long waits.
- Being charged more for a cancellation fee than was originally quoted.
JustFly.com has claimed addresses in Summerside, Prince Edward Island, and Rocky Hill, Connecticut, but it appears that neither is an actual business location. David Segal, “The Haggler” columnist, reported that the owner of JustFly.com is not the person listed on its incorporation papers but rather a Montreal company called Momentum Technologies, which also owns FlightHub, another online travel company with a spotty complaint history with BBB.
Due to volume, complaints to BBB against JustFly.com are now being handled by BBB serving the San Francisco Bay Area and Northern Coastal California.
BBB offers the following advice when booking online travel:
- Start your research at bbb.org. Read complaints and reviews from previous customers.
- Buy directly from the airline, hotel, or cruise line, or use a local travel agency or well-known aggregator with a good BBB rating.
- Look for the seal to find BBB Accredited Businesses that are committed to trust.
- Be wary of claims of enormous savings, “best deal” guarantees, and any statement you cannot verify prior to making a purchase.
- When doing business with a travel agency for the first time, check to see if they are a member of a recognized association such as the American Society of Travel Agents in the United States or the Association of Canadian Travel Agencies in Canada.
- Double check all details such as travel dates, itineraries, destinations, and travelers’ information before confirming payment, as you may be charged for amendments.
- Pay by credit card so you have additional protections if there is a company error.
Check out bbb.org to look up a business, file a complaint, write a customer review, report a scam, read tips, follow us on social media, and more!