International Travel Network, LLC

Complaint: [redacted] I am rejecting this response because: the travel agency has contacted us and notified that they will be subtracting 300$ per person for [redacted] penalty and 89$ per person for the other airline penaltyThat is a total of $ that they want to withhold from the amount that we paidThe reason why we canceled the flight was because we were told we do NOT have any other choiceFurthermore, the customer service agent who recommended that I cancel the flight said that once the investigation is done and if they are at fault they will cover the penalty fee and give us the full refundThis agency has caused us embarrassment during the entire time we were at the airport and could not check inWe were on the phone with several different people who tossed is back and forth and at the end suggested that we cancel the ticket so that they can do an investigationI have recorded proof of the customer service agent's voice who told us that the best choice is to cancel the ticket so that they can do an investigation and if they are at fault they will give us full refund backAll this time they laughed at us and made fun of us before we filed a complaint to Revdex.comWe do not accept anything less than our full refund for both tickets which is $I have made our decision clear to the agency when they contacted us days agoThe customer service agent [redacted] said they will discuss this further and call us back and I have not heard anything from them ever sinceSincerely, [redacted]

Pursuant to the customer's claim, the Ticket Protection Plan has been refunded in full along with the cost of the tickets and all other associated fees The money will return to the original form of payment within 3-business days Should any other information be required, the customer is welcome to contact ITN's 24/Customer Service department Thank you

The refund of $had been processed as promisedWe would like to apologize for any delayThe funds should be posted within the next to business days to the card holder's accountIf the customer has additional questions or concerns he is welcome to contact our customer support team for further assistance

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] They have asked me to wait a little longer because they are trying to get an answer from the airline companySo I will give them more time to solve this problem with the airline company.Sincerely, [redacted] [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is somewhat satisfactory to meI would like ITN to know that because it took them so long to resolve this issue, it ended up costing me a lot more money in the difference of the airfare and because of that I will not use them again!Sincerely, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

The customer's contact information was provided to the travel agency via a request submitted on our web-siteWe apologize for any associated inconveniences.The request has now been removed per the customer's instructions, and they should no longer receive any calls or e-mails from us.Thank you

Complaint: [redacted] I am rejecting this response because: I am requesting the full baggage claim in the amount of $My claim is valid because my bag is missing and from the day of the purchase you agreed to pay me the amount of $If we are unable to resolve it amicable, I will take all necessary step to defend my right, even if it means going in front of a judge.Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: I have not received a refund as of yet Please send proof of sending refund.Sincerely,Clint ***

complaint was assigned ID [redacted] money was what I had paid International travel for the plane tickets and travel insurance for those tickets but do to the company not responding to the airlines when they change the flight we were unable to use the tickets

The Ticket Protection Plan that the customer purchased is not an insurance policy, but rather an upsell to a more expensive but less restrictive fare.As a good gesture, ITN has processed a full refund of the $charge after the tickets have already been usedThe customer should receive the money on their card in 3-business days.Should any additional information be required, the customer is invited to contact our 24/Customer Support line at [redacted]

As per the previously completed investigation, there was indeed a technical error that prevented the schedule change notification from being sent on time.Measures have been taken to eliminate this error from the system permanently.We do apologize profusely for inadvertently marring customer's vacation, and have already processed a full refund of the ticket and Ticket Protection, on April 12, in full accordance with your requestPlease be advised that it usually takes from up to business days to receive the funds

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, Kyle [redacted]

According to our records, the ticket issued by ITN was perfectly valid for the entire tripThe itinerary was booked and confirmed all the way through ITN is currently working with the involved airlines to find the root of the problem of why the customer wasn't allowed to use the international flightsSigns point to a technical issue in the carrier's system that ITN could not possibly have foreseen We would like to thank the customer for his patience and assure him that ITN will get in touch with the customer with a resolution as soon as possibleThe customer can rest assured, because we will make sure this is refundedHowever, please allow us some time to get this resolved with the airlines

Hello, this is the email response that I got from ITN todayAfter carefully reading it I realized that the did not mention our previous agreements that we hadAlso am am wondering why they had not replied to me all this time until you got involvedI feel that they have behaved very bad by not living up to their word and as such, I don't even trust them.I have no desire to do business with them.I will rather have my refund.Thanks, [redacted] ***

We regret to hear that the customer's experience with us was not a pleasant oneWe have every desire to address the customers needs and provide the best solution available to resolve the issue as soon as possible.ITN Corp sells discounted airline tickets based on the private contracts we have with multiple carriersThe majority of the tickets are non refundable and we do our best to communicate it to our customers before the purchase.The customer agreed to the terms and conditions of the ticket which were disclosed on the payment formThe form stated "if fare rules allow refunds and/or exchanges, a $ITN fee per ticket will be charged to process any refund and/or exchange request in addition to the Airline penalties".In this particular case, the booking is refundable less the applicable feesAs a part of the refund procedure the Airline penalty is deducted from the ticket price and the ITN fee is charged on the day the refund is processed, this was communicated to the customer in the email with the refund breakdown and on the refund payment form.However, as a good gesture, we'd be glad to refund the ticket only against $ [redacted] refund penaltyThe customer should contact us at his earliest convenient to authorize the refund

Complaint: [redacted] I am rejecting this response because: The airline staff accepted my motorized scooter as a checked in baggage Additionally, they did not allow nor tell me that I needed to hand carry the battery as they have mentioned Also, I was also told that I will see my scooter in every stop over Yes, I saw my scooter in LAX, however, they did not bring it out when I reached China And as part of the ticket protection, I should be compensated for every lost or damaged check in luggage I have checked this assisstive technology with confidence that it will be handled with care and assurance that I will get it in one big piece I NEED THIS ASSISTIVE TECHNOLOGY IN ORDER FOR ME TO MAINTAIN MY INDEPENDENCE AND FOR YOU NOT GIVING IT BACK TO ME IS A VIOLATION OF MY CIVIL RIGHTS SO GIVE ME WHAT I PAID FOR Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: As per our previous email communications, I have not reported it the day of the incident because I have expected that the airline would be able to return my scooter back to me But since, it did not happen, I rerported it the day after Also, as I mentioned in my previous emails, it is a check in luggage and according to the protection, if a checked in luggage is lost/stolen or damaged, the client would be compensated This lost not only affected my entire vacation, it has also affected my health, because as a result of this lost/mishandling of my assistance, I broke my knee and ankle bones Because of this, I am now having difficulty walking and doing my personal activities like bathing etc So, pls assist me in this.Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/12/14) */ ITN has checked the call recordings and the e-mail correspondence between the customer and the travel agent The customer asked for a trip to Cebu, and the destination was not discussed after itAn option was sent on 11/22/and two more options in two daysOn every quote there was an option to travel to ManilaThe customer chose the cheapest option and the agent booked that flight to Manila The customer was sent an e-mail with the secured link to fill out the payment formThe subject of the e-mail was "Online Authorization Form - Flight to Manila - $1,202.90"He filled out the form and ticked the following check box: I have checked the Itinerary and Flight Information and confirm hereby that it is correct Only after receiving the ticket purchase confirmation the customer noticed he booked a flight to Manila instead of CebuBoth the travel agent and the customer made a mistake in this situationITN followed the customer's request to provide cover a cost of connecting flight, and he received a $refund as a reimbursement for the following expenses to transfer to Cebu from Manila: Philippine Airlines ticket $71.20, extra kg for $although the customer said he will take only kg over the allowed kg free limit, a taxi transportation which is about $Thus, instead of the calculated approximate $minimum required amount the customer was given $to ensure that all his expenses will be covered ITN did not calculate and did not deduct the difference between the cost of fares to Manila and to CebuAll fares to Cebu for the chosen dates with United Airlines are more expensive This case can be considered resolved Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/12/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) This complained was filed before the $partial refund and complaint resolved

Yes we can drop the cruise reimbursement so we can proceed with this complaint # [redacted]