A JustFly booking usually reaches a traveler as a confirmation email, a card charge and, sometimes weeks later, a schedule-change notice. Each of those can be held up against the company’s own terms, which carry an effective date of March 25, 2026, and against records kept by regulators in Canada and the United States. A call or text that fits none of them deserves a pause.
JustFly is a trade name of Justfly Inc., which lists seller of travel registrations in California, Florida and Washington. The U.S. Department of Transportation calls JustFly.com a brand of FlightHub Group, and Canada’s Competition Bureau places FlightHub’s headquarters in Montreal. Both agencies have penalized the group over fees and refund claims, and those records sit in the regulator section further down this page.
JustFly customer service numbers and official channels
The JustFly help page lists three phone routes. Customers can call 1-681-224-4400, use the toll-free line at 1-800-717-5015, or send the word Hi on WhatsApp to 1-347-477-1443. The same page offers messaging 24/7 and asks travelers to sign in for help with a specific trip. Any number that turns up only in an unexpected message or a search ad should be compared with that list first.
Section 27A of the terms names four things the customer service team will never do. It will not ask for a gift card for services or call and email to request account passwords. Nor will it seek personal details unrelated to a service issue, or ask for wire transfers or payment information by text. Anyone meeting such a request is told to end the conversation and use official channels.
JustFly flight changes and cancellation fees
Section 14 of the terms sets the agency’s own charge for a cancellation, exchange or any other change to a booking. Until 11:59 PM Eastern on the day of purchase, the fee is up to $75 per passenger, per ticket, whatever the route. After that cutoff it stays at up to $75 for domestic tickets but rises to up to $125 for transborder and up to $200 for international ones.
These amounts come on top of whatever the airline charges under its fare rules, and the terms call the JustFly fees non-refundable. Name changes are not allowed after booking. A misspelled name therefore means cancelling, where the rules permit it, and buying a new ticket at the current fare. A phone quote for a change can be checked against this table before a card number is read out.
JustFly refunds after an airline cancels or changes a flight
The Department of Transportation says ticket agents acting as merchant of record must make proper refunds when an airline cancels or significantly changes a flight to, from or within the United States. Among the department’s examples of a significant change is a departure moved 3 hours or more earlier on a domestic itinerary. For international trips the threshold is 6 hours.
DOT defines the merchant of record as the business shown on the card statement for the ticket. That makes the statement worth reading line by line. JustFly’s terms warn that more than one party may charge the card, while the total should not exceed the booking price shown at checkout. They also say the company cannot guarantee a refund timeline, since it waits for the airline to return the money.
JustFly cancellation within 24 hours and travel credits
DOT’s refund guidance says its 24-hour cancellation requirement for airlines does not apply to tickets booked through online travel agencies. JustFly offers its own window. Under its terms, a ticket may be eligible for a refund if cancelled by 11:59 PM Eastern on the purchase day or within 24 hours, subject to the airline’s rules, and the Section 14 fees still apply.
When an airline allows cancellation without a refund, the leftover value can become what the terms call a Restricted Travel Credit. It stays with the same traveler and the same airline, has to be rebooked through JustFly, and may carry an airline penalty fee on rebooking. The reservation also has to be cancelled before the scheduled departure date, or the full value of the ticket is at risk.
JustFly insurance, cancellation protection and add-ons
The terms list travel insurance, cancellation protection, baggage tracking and mobile data plans among services supplied by outside providers. The contract for each runs directly with that provider, not with JustFly. Refunds, claims and service problems for an add-on have to go to the provider under its own terms, which JustFly says it shows at checkout and repeats in the confirmation messages.
Seat and bag requests work differently. The terms say JustFly does not guarantee that the airline will assign a requested seat, and that seat or bag request fees are refunded automatically to the card when the airline assignment cannot be confirmed. A statement showing one of these fees with no matching seat or bag on the itinerary is a fair question for customer service.
JustFly fees and refunds in the FlightHub regulator record
On February 24, 2021, Canada’s Competition Bureau announced a $5 million penalty for FlightHub Group Inc. and penalties of $400,000 for each of two directors. The Bureau concluded that the company misled consumers on FlightHub.com and JustFly.com about seat selection fees, flight prices, cancellation and rebooking terms, and travel credits. It also found that FlightHub authored positive customer reviews to promote itself.
On February 9, 2022, the U.S. Department of Transportation fined FlightHub Group $300,000 and ordered it to cease and desist. Investigators found that FlightHub Group and its brand JustFly.com advertised prices that were not available and misrepresented fares, cancellation charges and ticket refunds. DOT called it the highest civil penalty its consumer office had assessed against a ticket agent. The violations predate the group’s 2021 restructuring under Canadian bankruptcy law.
Steps after a suspicious JustFly call, text or charge
Keep the message, the sender address, the caller’s number and any payment instruction before replying. A link can be checked against the real domain. Verisign’s RDAP record shows justfly.com registered on April 25, 1997 with GoDaddy.com, LLC as registrar, so a lookalike spelling points somewhere else. Report the contact at ReportFraud.ftc.gov, and forward a phishing text to 7726 as the FTC advises.
For a charge that matches no booking, the terms ask customers to call JustFly first, and formal disputes start at [email protected]. A card dispute through the issuer remains possible, though the terms reserve the right to contest chargebacks on non-refundable bookings and cancel the booking. If a refund owed after an airline cancellation stalls, DOT accepts complaints and directs the ticket agent to respond to the traveler.
Questions and answers
Who operates JustFly?
The JustFly terms define JustFly as JustFly, Inc. d/b/a JustFly and state that Justfly is a trade name of Justfly Inc. The U.S. Department of Transportation describes JustFly.com as a brand of FlightHub Group. Canada's Competition Bureau says FlightHub misled consumers on FlightHub.com and JustFly.com and seized documents at the company's Montreal headquarters in February 2019.
What phone numbers does JustFly list for customer service?
The JustFly help page lists 1-681-224-4400 for calls and a toll-free alternative at 1-800-717-5015. It also gives 1-347-477-1443 for WhatsApp, where customers send the word Hi, and offers messaging 24/7. A number that appears only in an unexpected email, text or search ad can be compared with this list before any booking details are shared.
How much does JustFly charge to change or cancel a flight?
Section 14 of the JustFly terms sets fees per passenger, per ticket. Up to 11:59 PM Eastern on the purchase day, a cancellation, exchange or other change costs up to $75 on any route. After that, the fee is up to $75 for domestic, up to $125 for transborder and up to $200 for international tickets, plus any airline charges.
Can a JustFly ticket be cancelled within 24 hours of booking?
The JustFly terms say a ticket may be eligible for a refund if cancelled the same day of purchase or within 24 hours, subject to the airline's rules, and the Section 14 fees still apply. The Department of Transportation says its 24-hour airline requirement does not apply to tickets booked through online travel agencies or other third-party agents.
Does JustFly have to refund a flight the airline cancelled?
The Department of Transportation says ticket agents acting as merchant of record must make proper refunds when an airline cancels or significantly changes a flight to, from or within the United States. The merchant of record is the business shown on the card statement. The JustFly terms add that refund timing depends on the airline returning the money.
Does JustFly sell its own travel insurance?
The JustFly terms list travel insurance, cancellation protection, baggage tracking and mobile data plans as services offered by third-party providers. The contract for each runs directly with that provider, not with JustFly. Under the terms, refunds, claims and service problems for these add-ons must be taken up with the provider, whose terms are shown at checkout and in confirmation messages.
Have regulators acted against the company behind JustFly?
Yes. On February 24, 2021, Canada's Competition Bureau announced a $5 million penalty for FlightHub Group Inc. over hidden fees, company-authored reviews and misleading claims on FlightHub.com and JustFly.com. On February 9, 2022, the U.S. Department of Transportation fined FlightHub Group $300,000 for misrepresenting fares, cancellation charges and ticket refunds on its website.
Sources
- justfly.com RDAP domain lookup · Verisign
- JustFly Terms and Conditions (United States) · JustFly Inc.
- JustFly customer support and contact page · JustFly Inc.
- Investigation of FlightHub ends with $5.8M in total penalties for company and directors · Competition Bureau Canada
- DOT Fines Air China and FlightHub Group for Violating Aviation Consumer Protection Rules · U.S. Department of Transportation
- FlightHub Group Order 2022-2-6 · U.S. Department of Transportation
- Refunds · U.S. Department of Transportation, Office of Aviation Consumer Protection
- File a Consumer Complaint · U.S. Department of Transportation, Office of Aviation Consumer Protection
- How To Recognize and Avoid Phishing Scams · Federal Trade Commission