JustFly (justfly.com) has a 4.2 out of 5 rating on OK.one, based on 209 user reviews collected here. It is listed under Travel & Vacation and its reputation is good. 78% of reviews are 4 stars or higher and 14% are 1 star; The business has not yet replied to negative reviews. Last updated 2026-08-10.
What people say
J
Jiayi Fang · 1 review · Experienced 2026-08-04 ·
★★★★★
Please not use
JustFly gave me contradictory and misleading refund information through its own AI customer-service system.
I contacted JustFly to cancel the trip only about two days after booking. JustFly’s official chatbot clearly stated in writing that I would receive a USD 593.46 refund after a USD 200 cancellation fee. I relied on that information and asked them to proceed.
However, the refund amount kept changing, and I never received the promised refund. After several attempts and phone calls just to reach a human agent, I was told that the ticket was not refundable at all. The agent then said that the chatbot had provided incorrect information and that JustFly was not responsible for what its own AI assistant told me.
That is completely unacceptable. JustFly uses this chatbot as part of its official customer-service system. Customers should be able to rely on the written refund terms and amounts it provides. A company should not use AI to communicate important financial information and then deny responsibility when that information turns out to be wrong.
The USD 200 cancellation or modification fee is also unreasonable, especially because I was told that I would need to use the remaining ticket value to purchase another flight through JustFly within only 24 hours. That is not a genuine refund. It pressures customers into making another immediate purchase or losing access to their money.
I canceled shortly after booking, yet JustFly provided changing refund amounts, imposed a large fee, added an extremely short deadline, and later denied the refund altogether. These restrictions should have been clearly disclosed before purchase, not explained differently after cancellation was requested.
I am asking JustFly to honor the written refund information shown in the attached screenshot and issue the promised USD 593.46 refund, or provide a detailed written explanation identifying the exact fare rules that supposedly override the information given by its own official chatbot.
This experience has been extremely frustrating and has seriously damaged my trust in JustFly’s customer service and business practices.
A
Alex F · 1 review · Verified · Experienced 2026-08-03 ·
★★★★★
The site was not user friendly and…
The site was not user friendly and required several attempts to select outbound flight seats.
The worse fly company… I hade 2 days to trying talk with a person, every single time is a virtual nightmare, is no body in person.. get your tickets with someone else. I’m so ungry with this company
LUIS · 2 reviews · Verified · Experienced 2026-08-04 ·
★★★★★
Fast and easy
Easy and easy to book
S
Swetha · 1 review · Experienced 2026-07-11 ·
★★★★★
Held My Refund for Over 4 Months After the Airline Already Paid
ustFly has provided one of the worst customer service experiences I have ever had.
It has been over four months since my ticket became eligible for a refund. The airline has already approved and issued the refund to JustFly, yet JustFly continues to hold my money instead of returning it to me. There is simply no acceptable justification for this.
Every interaction with customer service is the same: scripted responses, false assurances that the refund is "being processed," and absolutely no meaningful action. They seem far more interested in delaying customers than resolving legitimate issues.
Holding onto a customer's money for months after already receiving it from the airline is unacceptable. At this point, it feels less like incompetence and more like a deliberate strategy to delay refunds for as long as possible.
If you ever need to change or cancel your flight, be prepared for endless frustration, countless follow-ups, and months of waiting with nothing to show for it. I deeply regret booking through JustFly and will never use this company again.
Do yourself a favor—book directly with the airline. The small savings JustFly advertises are not worth the stress, wasted time, and the risk of having your money tied up for months.
We have only booked the tickets but all information was clearly spelled out. I have now read that many have problems with JustFly. Will update my review after traveling.
Price savings was appreciated. The inability to choose seats before hand was a minus. It seemed like the airlines reserve the seats in the very back for JustFly clients flying as a couple.
