Why can’t JustFly.com just fix my ticket to Australia?

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Christopher Elliott

An unexpected cancellation of her domestic flight puts Janice Malvey’s Australia vacation in jeopardy. But who should fix the problem? Can JustFly fix this problem in time?

Question

I recently made a reservation through JustFly.com to travel from Minneapolis to Coffs Harbour, Australia, via Sydney. Three weeks ago, I looked up my reservation on the Qantas website and found that the U.S. flights had been canceled.

Neither Qantas or Justfly.com contacted me regarding the cancellation. I called Justfly.com immediately and they changed the itinerary, but I have yet to receive the confirmation and e-tickets.

I have spent hours on the phone every day with JustFly.com. They insist that they have not received the approval from Qantas to issue the tickets. I’m supposed to leave in four days. I also called customer service at Qantas and they said I had to go through my booking agent. Can you help? — Janice Malvey, Minneapolis

Answer

JustFly.com and Qantas should have notified you of your ticket changes immediately and worked with you to fix your itinerary.

So what went wrong? Sometimes, this kind of problem comes up when there’s a communication breakdown between you and your agent or airline. To prevent it, don’t forget to give your travel agent all of your contact information, including an email and phone number.

I checked with you and you said you’d furnished JustFly.com with all of your contact information.

Maybe JustFly.com and Qantas crossed their wires, which means there’s nothing you could have done to prevent it.

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Check flight status

Your case is an important reminder to check on the status of your flight a few weeks before you fly, just in case there’s an unexpected schedule change, and especially when you’re dealing with multiple legs. And it’s another reason why you should consider using a human agent, who will make sure something like this doesn’t slip through the cracks.

I didn’t see much of a paper trail on your case — the email correspondence between you, your airline and your online agent. Instead of calling everyone, I recommend sending an email to all the parties, politely asking them to address the problem. Too few travelers try that, and instead pick up the phone and waste hours of their time. Fortunately, you kept your itinerary and other documents, which are essential to a paper trail.

Can JustFly fix your problem?

There’s a shortcut. You could have forwarded all of that information, along with a polite email, to executive contacts for Qantas and JustFly.com are available on my consumer advocacy site. They need to know about your problems, preferably in writing. An email can help you create a paper trail, which saves you time and can come in handy if you ever need to go to court.

I reached out to JustFly.com. Within minutes, you had a new itinerary for the domestic portion of your trip.

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Christopher Elliott

Christopher Elliott is the founder of Elliott Advocacy, a 501(c)(3) nonprofit organization that empowers consumers to solve their problems and helps those who can't. He's the author of numerous books on consumer advocacy and writes weekly columns for King Features Syndicate, USA Today, Forbes and the Washington Post. He also publishes Elliott Confidential, a critically acclaimed newsletter about customer service. If you have a consumer problem you can't solve, contact him directly through his advocacy website. You can also follow him on Twitter, Facebook, and LinkedIn, or sign up for his daily newsletter. Read more of Christopher's articles here.

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