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I called in to change my sons flight from Kona, Hawaii to Tucson, Arizona due to an emergency. When I called 1-80*-***-**** at 9:04 PM (Tucson time) the recording stated it would be a twenty three minute wait.

I waited on the line for over three hours. At 12:06 PM (Tucson time) I hung up because I thought somehow my call had been overlooked. I called 1-80*-***-**** again. This time the recording said it would be a 46 minute wait.

I took that to mean a six hour wait as the wait time had doubled and I hung up, I called back the next day, March 21, 2023. I was on hold for six minutes. When the customer service agent came on I was asked for my name and full address and placed on a three minute hold. The customer service agent came back on and asked for my sons name.

I was placed on another three minute hold. When the agent came back on he said my son was a no show and that nothing could be done. I explained to the agent that I had attempted to call in and was placed on a three hour hold. He placed me on a three minute hold again.

When he returned to the line after another three minute hold he said nothing could be done as I should have called in sooner. I again explained to him I was on hold for over three hours and that was poor customer service. I told him I would like to speak to a supervisor. He told me a supervisor was not going to do anything as it was my fault for not staying on the line.

I asked for somebody above him. I was placed on another 3 minute hold. The agent came back on the line and said it would be 24 to 72 hours before an agent would get back to me. He again placed me on another hold.

When he returned to the line he stated the companies no show policy.

I told him I would wait and speak with a supervisor and hung up. I doubt a supervisor will call me.

User's recommendation: Book with another online agency.

Monetary Loss: $285.

Preferred solution: Price reduction.

JustFly Pros: Low fares.

JustFly Cons: Poor customer service bad attitude by the customer service agent.

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