Is JustFly legit? Common concerns and what you should know

Is JustFly reliable?

JustFly is a legally registered online travel agency that is a US subsidiary of the Canadian travel company, FlightHub. Over 2 million passengers use JustFly every year, and it can be a good way to score deals on vacation packages, flights, hotels, and car rentals.

Simply put, JustFly is reliable. Then why the mixed reviews? Many disgruntled customers don’t fully understand how the site works or its terms and conditions. So while JustFly is not a scam, you should be aware of a few potential issues.

Why is JustFly so cheap?

JustFly is so cheap because it is an online travel agency (OTA). As an OTA, JustFly negotiates special rates with third-party travel suppliers, including airlines and hotels, for its passengers’ benefit. Understanding how this company keeps prices so low can help you manage your expectations.

Some techniques that OTAs like JustFly use include:

• Bulk purchasing. JustFly often bulk purchases reservations to get discounted rates.
• Minimal overhead. OTAs operate with minimal overhead and have a small team. Since JustFly isn’t spending a lot of money on facilities or employees, it can charge less.
• Limited customer support. JustFly has a small support team, which means it often takes longer to resolve issues. Because JustFly serves as a middleman between you and the traveler supplier, you don’t have access to the airline, hotel, or car rental company’s support options. For example, if your flight gets canceled due to extreme weather, the airline won’t be able to assist you. 
• Additional fees. JustFly’s deals are attractive, but the advertised price usually doesn’t reflect the final price. Most purchases will include additional fees and optional add-ons, like extra bags and insurance. 
• Limited flexibility. Most tickets purchased through JustFly are non-refundable and non-transferable. So if you need to change your travel dates or update your name on your ticket, you won’t be able to, and in the event that your trip is cancelled, you may not be able to get your money back.
• Package deals. JustFly offers vacation packages that bundle flights and hotel rooms together, offering an approximate 20% discount.
• Fewer perks. JustFly’s cheapest tickets often come without any extra perks. For example, your ticket may not include any checked bags, and you will have to pay more to take extra luggage on the flight.
• Lower margins, higher volume. JustFly operates with lower profit margins but higher sales volume. That means that JustFly makes less money on each ticket sale than a traditional travel business, but low prices attract more customers.

When you book with an OTA like JustFly, you give up some support, flexibility, and perks to save money. For many travelers, the trade-off is worth it, but it’s important to know that you may have limited options if your plans get disrupted.

What problems do users often report with JustFly?

Let’s take a look at the problems users report most often with JustFly from a customer service perspective.

Issues with bookings and cancellations

Reviews mention issues with the company’s booking process, including:

• Booking errors. Users have reported double bookings, incorrect itineraries, or reservations made under a misspelled name.
• Difficulty modifying reservations. Most of JustFly’s tickets are non-transferable, and you may not be able to modify your reservation. Double check that your name, travel dates, and locations are all correct before you buy.
• Unclear cancellation procedures. Some reviewers report difficulty cancelling their ticket. To avoid this issue, familiarize yourself with JustFly’s cancellation policies before you book your ticket.

Refund delays and tricky policies

JustFly’s limited refund policies help keeps prices low, but some reviewers have complained about:

• Strict policies. JustFly’s refund policies are strict, and many tickets offer flight credits instead of money. Carefully read the policy for your ticket before you book so that you know what you are entitled to.
• Slow responses. Responses to refund requests can be slow, and some reviews have even reported the customer getting no response at all.
• Lengthy processing times. Reviewers have mentioned customers waiting weeks or even months to get their money back.

Problems with customer service

JustFly’s minimal overhead results in cheaper tickets, but it can be a problem when you need to contact customer service.

Reviews describe:

• Long wait times. Fewer employees means longer wait times. If you call JustFly support, you may be on hold for a while.
• Delayed responses. Consumers have noticed slow response times from support agents.

What causes confusion or complaints when using JustFly?

While customer service gets most of the attention, some confusion comes from how JustFly’s website and platform are structured. Below are some of the common issues users run into while navigating the booking process.

Tricky or unclear booking processes

Reviews reveal that booking with JustFly can be a little complicated, with issues such as:

• Unclear booking processes. JustFly’s booking process has multiple steps, including additional add-ons, which can result in consumers accidentally purchasing something they didn’t want. Make sure you review your order carefully before you buy!
• Fine print. JustFly has very specific policies regarding refunds, cancellations, and modifications, but they are often hidden in the fine print. Don’t just skim the Terms and Conditions! Read them carefully so you understand exactly what you are agreeing to with your purchase.
• Third-party suppliers. JustFly partners with third-party travel suppliers, which can make buying tickets more complicated and limit your support options.

Pricing transparency and hidden fees

JustFly advertises very attractive deals, but users occasionally feel misled by the lack of pricing transparency:

• Undisclosed fees. Certain charges, such as a service or cancellation fees, are not advertised as part of the deal, and they only appear later in the booking process.
• Add-ons. JustFly sometimes offers add-ons, such as checked bags, reserved seats, or insurance for cancelled trips, that are often included when you book directly through an airline or hotel. 
• Additional charges after purchase. JustFly estimates the taxes and fees associated with your order when you check out. However, that estimate is not always correct. So, you may be charged for additional taxes and fees, even after you have purchased tickets.

Abrupt cancellation

JustFly serves as a middleman between you and a third-party travel supplier (like an airline or hotel), which can result in abrupt cancellations if something changes on the supplier’s end.

Reviews have reported:

• Last-minute flight notifications. If your flight is cancelled or delayed, you may not find out about it in a timely manner. Since JustFly purchased the tickets from the airline, the airline has to contact JustFly first, and then JustFly will reach out to you, which can take a lot of extra time.
• Abrupt reservation cancellation. Because OTAs like JustFly broker special deals with airlines, hotels, and car rental companies, any changes in those arrangements can result in your itinerary getting abruptly altered or cancelled, even mid-trip.

How these factors affect the user experience

All of these factors can affect the JustFly user experience. If you are unaware of them, they can cause:

• Frustration over hidden fees.
• Disrupted itineraries.
• Difficulty rebooking cancelled flights or hotel rooms.
• Confusing while navigating the customer support process.
• Long waits for refunds or flight credits.

Some disgruntled customers have vented this frustration on social media and review sites, causing poor word-of-mouth for JustFly. However, JustFly can offer a good value for informed consumers who understand the risks associated with OTAs.

How does JustFly respond to customer problems?

JustFly has taken steps to improve its customer support by expanding its offerings. The company handles customer issues through:

• Multiple support channels. JustFly support is available via phone, email, text, WhatsApp, and chat with a live agent.
• FAQs. JustFly has some FAQs listed on the website, but the section is currently very limited.
• Updated policies. JustFly has recently updated policies to improve transparency. You can find disclaimers about fees, terms, and booking conditions on the website.
• Terms and conditions. JustFly’s complete terms and conditions are available on the website. Review them carefully, as well as any policies specific to your reservation, before purchase.

While JustFly is working to expand support options, your results may vary. Be prepared for long wait times, multiple follow-ups, and strict policies.

What precautions should you take when using JustFly?

If you decide to use JustFly, taking a few simple precautions can give you a better user experience:

1. 1.Fully read JustFly’s terms and conditions as well as the refund, cancellation, and modification policies for your reservation.
2. 2.Double-check your booking information before you purchase your ticket and after receiving your confirmation.
3. 3.Take screenshots of the booking pages before you complete payment.
4. 4.Keep copies of all your receipts and correspondence for future reference.

Whenever you buy something on the internet, including reserving a flight on JustFly, you should also practice these online shopping safety tips:

1. 1.Create a strong password to protect your account from cybercriminals. If you struggle with setting or remembering unique passwords, try using the NordPass password manager.
2. 2.Activate two-factor authentication if it is available.
3. 3.Pay with a credit card or PayPal for added protection. 
4. 4.Monitor your bank accounts and credit cards carefully for suspicious transactions.
5. 5.Practice safe mobile banking by only making payments over secure connections. Avoid public Wi-Fi. Instead, switch to mobile data, use a VPN, or wait to make your purchase until you are on a secure network.

What should you do if you have issues with JustFly?

If you have issues with JustFly, follow these steps:

1. 1.Contact the company. Avoid technical support scams by only using JustFly’s official customer service channels. JustFly offers text, email, phone, live chat, and WhatsApp support, so you have plenty of options.
2. 2.Explain your issue clearly. Travel disruptions and cancelled flights can be frustrating, but it’s critical that you explain your issue calmly and clearly so that the agent fully understands what is happening.
3. 3.Document everything. When you contact JustFly support, be prepared to provide your booking information. Then save any communication you get from customer service, including chat logs, screenshots, emails, and the name of your live agent in case you need it in the future. The more information you have, the more likely you will get your money back.
4. 4.Follow up frequently. If you don’t get a response, contact JustFly support again. You can even post about your issue on social media and tag JustFly’s account to increase visibility. 

If you are still unable to get a resolution, you can consider other avenues to help you get your money back, such as:

• Contacting consumer protection agencies like the Federal Trade Commission or Better Business Bureau.
• Disputing the charges with your credit card company or PayPal.
• Exploring legal options in small claims court if you have lost a substantial amount of money.
• Leaving a detailed review on sites like Trustpilot to share your experience with other consumers.

What alternatives can you consider besides JustFly?

If you’re looking for an alternative to JustFly, you have options. For example, you can try:

• Using more established OTAs. JustFly is a relatively new OTA, and another, larger company like Expedia, Booking.com, or Kayak may be able to offer similar deals. Look for a service that offers flexible booking policies, transparent pricing, and responsive support.
• Booking directly. Skip the middleman and book directly with an airline, hotel, or car rental company. It may cost more money, but since you are the supplier’s direct customer, you will likely get a smoother experience.
• Working with a travel agent. Travel agents can broker special deals for you, just like JustFly, but since you work with them one-on-one, you will get personalized attention and greater accountability. Look for a trustworthy agent with a solid reputation, a proven track record of success, and multiple verified customer reviews.
• Look for cheaper flights with a VPN. A virtual private network (VPN) can help you score deals on flights by concealing your location from travel sites. That means you can avoid location-specific price hikes.

JustFly serves millions of travelers a year, and most trips go off without a hitch, but no travel itinerary is risk free. If you know how travel agencies like JustFly operate ahead of time, you can make an informed decision about whether you want to book with them or not.