My complaint:
I purchased a one-way ticket to Guatemala through JustFly on June 2nd. After sleeping on it realizing that was a very high priced ticket, I decided to cancel my ticket and just book with the airline directly. I called JustFly within the 24 hour window to cancel a ticket, which by law they are to honor, but was on hold for 37 minutes. By the time I spoke to someone at JustFly, they informed me that while I was on hold, my 24-hour cancellation window closed, They admitted to me that I called within the 24 hours to cancel, but they wouldn’t honor the cancellation, because I didn’t speak to someone within the 24 hours. I missed the 24 hour window only because I was on hold. When I explained this to them, they informed me I would have to pay the $623.55 for a ticket that I would never use. I initially went through their customer care to speak to a manager or supervisor, and everytime I was told someone would reach out to me to help me. No one has ever reached out to me. All emails I have received from JustFly, and the credit collecting company, Affirm, have do-not-reply settings on their emails. So, customer service tells me they will have someone call me, and then nothing happens.
As a consumer, it is concerning to me that a company could take advantage of 24 hour cancellation windows by placing people on hold until the window is up. At the very least this is a very unethical practice, but it should be illegal, as well. Otherwise, the big companies get to bully their customers and dare them to do something about it. Which is why the simple gesture of honoring all customers that call within the 24 hours should be honored. Think about any store that is about to close. Do they kick every customer out, or allow them to get in line and pay for whatever items they have? Last call for shoppers means if you’re in the store, you have a chance to buy whatever you currently have. Or make a return that has to be done by that day.
I returned from Guatemala this week, after being out of the country for 6 weeks. I learned that the credit-collecting agency, Affirm, was arbitrator for my case. So even with my evidence of when I made the phone call, they claim I could’ve gone on-line and cancelled the ticket. Affirm is in a definite conflict of interest as the judge for a case that they will get to collect on. Their decision benefitted them, as well as the poorly rated JustFly.
Suggested solution:
Absolve me of having to pay $623.55. I am also being harrassed by Affirm to pay them, so make sure my credit is not affected, either.
