Benjamin S.

I've never before posted a negative review. Here is my story, just the facts of what happened. The only subjective element of this post is the title and the last paragraph, you can read and judge for yourself.

I booked a flight with JustFly and received a confirmation email from them, but did not receive a ticket from the airline. After a few days passed, I called JustFly to inquire as to whether my purchase had gone through. I was told that it had not and the reason was that my card had not gone through and there were now no more flights available. I then called my card who told me that there was no declined transaction and that I had two pending charges with the airline that the tickets were supposed to be booked through.

I called JustFly back and let them know this, I was told the agent I was speaking with would look into this. I was left on hold for 15 minutes before being connected with a Frontier associate (I was not told that I would be transferred to an airline representative) who had no idea why I was calling.

When I called JustFly back a 3rd time I explained my whole situation and was given the same speech about my credit as the first time, as though I had not just explained the entire situation. I then asked to speak with someone else. I was simply transferred back to the generic line and when my call finally went through was made to give all my information again (for a 4th time). I then asked to speak to a supervisor and was made to give an explanation. I explained the situation once again and was to told to stay on the line, I was on the line for 35 minutes before being connected to a supervisor.

Once I got a supervisor on the line, they said they would look into the problem with Frontier and put me on hold for another 15 minutes. After which, they told me it was Frontier's issue and they couldn't help. After over 2 hours on the phone all together, I was offered nothing more than "help" booking another flight. Flights had increased in price by this point and I had no interest in booking another flight through this agency.

I was never notified that my order had not been processed and had to go through this whole ordeal to figure out what was going on. It is one thing for issues to arise, but what motivated me to post this review was that when I figured out there was a problem and attempted to communicate with JustFly, the agency was unresponsive and ultimately offered no satisfactory resolution to the problem. I felt as though I was speaking with robots throughout this process. I have never had a more negative customer service experience.

By the way, a response was posted below this indicating I would be contacted by JustFly. JustFly never contacted me further or attempted to resolve the issue.