JustFly

Flight Refund

To whom it may concern,

On July 31st, my connecting Jetblue flight B6285 from JFK to RDU was cancelled and we did not have the option to rebook or refund. We were told from the staff at the JFK airport that there would be a link sent out by email to book us a new flight or get a refund.

We got the email, but every time we tried opening the link, we were met with an error message several times. There was no way to rebook our flight or get a refund like JetBlue promised, and we were stranded in the airport with no accommodations or food, and the staff kept refusing to help us. At this point, we were tired from traveling over 25+ hours and just wanted to get home. Since we were told from the staff that a refund was an option, we decided to do that and book a train home the next day from New York to Raleigh, adding another full day to our already long trip.

I am emailing you to tell you that we have yet gotten our refund and are still upset about how the whole situation was handled. We wasted our time and our money. This was also not the first time our flight got cancelled by JetBlue. On our way to our destination on June 19th, our flight from RDU to JFK was cancelled and we had to rebook our flight for the next day, pushing our plans back a day.

Luckily the staff at RDU was accommodating. These continuous cancellations, poor communication, and lack of support has caused significant financial and emotional stress to our family. As of today, we have not received the refund that was promised, nor any compensation.

We are formally requesting a full refund for flight B6285, reimbursement for our alternative travel from NYC to Raleigh, and additional compensation for the inconvenience, disruption, and repeated cancellations.

If no effective action is provided within 10 business days, we will have no choice but to consider filing a complaint with the U.S. Department of Transportation (DOT) and pursuing legal action in small claims court for breach of contract and failure to provide mandated refunds.

I would prefer to resolve this matter amicably, but we cannot ignore the continued mishandling and financial loss weve experienced.

Thank you,

Thomas Hong

After 3 days of trying to reach out to customer support, I finally got the chat services to address my issue. The issue was to cancel travel insurance associated with an upcoming trip.

While the information received previously (travel insurance policy) indicated I had 10 days to cancel to get a full refund, customer support told me this action would come with a $75 penalty. To make matters worse, a couple of hours later, I'm informed that instead of cancelling the travel insurance policy, my entire flight was cancelled in error. I asked for the recourse measures of such an error, including additional costs associated with a new booking, but got nothing.

Customer support, while indicating they can share with me all documents I need, refused to send anything via email. The practices of Justfly are borderline fraudulent.