International Travel Network, LLC

To whom it may concern, I made a complaint on 03/06/regarding a refund from International Travel NetworkThe complaint ID is [redacted] The compliant have been handle to my satisfaction and I would like for the complaint to be removed Thank you for getting this resolved Regards, [redacted]

Records indicate that the ticket has been refunded against a total penalty of $ [redacted] This penalty indeed had to be collected separately in advance, before the refund was postedThis is not an uncommon practice among travel agencies, and was explained in detail to the customer prior to collection.The customer was advised of all the ticket restrictions prior to purchase and consented to them by completing an online authorization form, in full accordance with the law.We do apologize for the apparent miscommunication the customer had with our Customer Service representatives, but the situation has been verified and no violations or deviations from the rules have been confirmed

The refund was finalized by the agency on March 15th, 2018, from which point it should take no longer than 3-business days for the $to return to the customer's Visa The customer's bank should easily be able to locate the creditWe again invite the customer to contact our Customer Service department if any additional information is required Thank you

ITN has investigated the customer's complaint.According to e-mail and phone records the customer had contacted ITN on October 17th, asking for information on the re-booking options of the restrictive ticket she had purchased.A quote with the applicable $change penalty and $in fare difference was sent to the customer by e-mail the same day.The customer did not explicitly authorize a change or cancellation of the original itinerary.After October 17th there are no other recorded attempts by the customer to contact ITN for any changes or cancellations.The booking had been left active and received a no-show status when the customer did not use it as scheduled on October 27th, 2016.We apologize to the customer for any inconvenience, but the airline has a very strict no-show policy of which the customer was informed of prior to purchase, and ITN regrettably has no possibility of overriding it

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is considered closedThey could have informed me of the money that would be deposited onto my credit card, at the time it was done There lack of communication is a problemI am not satisfied with the complete issueI still believe the second ticket should have been refunded, but they will not budgeReally sick of stating my case to people who will not listen!!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 meSincerely, [redacted]

To date have not received the refund $as promised by International Travel Network that they will refund immediatelyPlease help me this issue.Thank you so much

ITN has investigated the customer's concern and has established that the customer was advised prior to purchase of the fare restrictionsThe ticket was sold as non-refundable, non-exchangeable, non-transferable and non-reroutableThe customer agreed to these terms by submitting the credit card authorization form.The change penalties themselves are fixed, and do not depend on the cost of the ticketThe airline's penalty is exactly $275.00, as per the fare rules below:CHANGES ANY TIME CHARGE USD 275.00/CAD FOR REISSUE/REVALIDATION NOTE - A CHANGE IS A DATE/FLIGHT/ROUTING/BOOKING CODE CHANGE.The agency processing fee comes in addition to the airline penalty, however we are willing to make a one time exception and waive it completely, so that the customer pays only $airline penalty plus any applicable fare difference.The non-refundable restriction is established by the airline and ITN has no influence over it, so regrettably a refund of anything other than the $taxes is not possible, as per the fare rules below: CANCELLATIONS ANY TIME TICKET IS NON-REFUNDABLE NOTE - FARE COMPONENT IS NON-REFUNDABLE ----------------------------------------------- REFUND OF UNUSED TAXES FEES AND CHARGES PAID TO THIRD PARTIES PERMITTEDASSOCIATED CARRIER IMPOSED CHARGES WILL NOT BE REFUNDED The customer is invited to contact ITN's customer service to complete the exchange or cancellation process prior to departure

According to the Terms and Conditions of the Ticket Protection Plan that the customer agreed to prior to purchase, only baggage that is lost/mishandled by the airline is eligible for compensation.In the customer's case the checked scooter was in non-compliance with the airline regulations that say that "The breakable, vulnerable and perishable items and lithium batteries cannot be transported as checked bagged or put into baggage"Source - China Eastern Air's official policy posted on their web-site ( [redacted] ).The same information can be found in the rules posted by the Federal Aviation Administration that state that "The lithium ion batteries must be carried in carbaggage only."Source - FAA's official web-site: [redacted] Since the customer failed to comply with these regulations, the security personnel at the airport acted according to the rules in effect by detaining the scooter.This does not however mean that the scooter was either lost or mishandled.The passenger is fully responsible for the contents of the bag they have packed and the same policy would have applied had the baggage been detained due to containing fireworks, weapons, or any of the substances forbidden from transport.While we do sympathize with the customer and would like to again offer them a refund of the $Ticket Protection cost, as far Ticket Protection coverage is concerned, there is no compensation due

Hello, this is [redacted] ***I write this letter because the ITN has refused to leave up to the agreement that we hadI have tried to get in touch with them on the 8/10/ ,9/27, and 10/1/to book my flight but to no availOn 10/they sent a generic letter saying that the agent that should help me was on vacations till 10/I have still not heard from them till todayMy travel date is 11/7/-11/21/I have less than a month to make my plans and they are holding me upI have also called the keep on transferring me to this same agent with no result.I have decided that I no longer want to deal with them and want my full refundPlease help get in touch with them.Sincerely, [redacted] ***Sent from my iPad

ITN has investigated the incidentAccording to records the customer had contacted the agency prior to departure, asking about cancellationThe complete refund conditions were e-mailed to the customer, but no expressed authorization to cancel and proceed had been received, resulting in no-show Nevertheless, the agency contacted the airline and secured an exceptional authorization, processing a refund of the authorized $The customer should see the credit on their card in a few business days We would like to apologize to the customer for the apparent miscommunication that occurred, and are happy to have been able to resolve the complaint to the their satisfaction Thank you

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, [redacted] ***

ITN has investigated the complaint According to records, the customer was repeatedly advised prior to purchase that there were only seats available at the proposed price level The other passengers would either have to pay the higher fare, or take the next available flight that took off hours laterTwo separate authorization forms were emailed to the customer with two different itineraries which the customer verified and authorized The customer initially agreed to booking the passengers separately, but shortly after contacted ITN demanding they all be put on the same flight ITN offered to cancel the tickets free of charge, but the customer refused ITN then offered replacement tickets on another airline, but the customer again refused Regrettably there is no way to put all passengers on the exact same [redacted] flight without additional payment.The customer is welcome to contact ITN for assistance with the exchange against the applicable fees ITN regrets any inconvenience and hopes the trip goes smoothly for all parties involved

The unsubscribe button is located on the bottom right of every promotional e-mailUnless the customer got a direct e-mail from from a live travel agent, in which case a reply to the agent with an unsubscribe request would have been necessary There have not been any issues reported with the unsubscribe feature, but we would like to apologize to the customer if that is what happened In regards to the fare quote(s) received, the price depends on the current availability as loaded into the system by the airlinesThis information is posted on the web-site in the disclaimers that contain all the restrictions applicable to the lowest fares for a chosen routing If the customer requires any additional information, they are welcome to contact ITN 24/by phone or e-mail

A refund has been processed for the full $ [redacted] cost of the ticket, including all tips and the Ticket Protection Plan.The customer will receive the money on his card in 3-business days.In regards to compensation of the additional expenses, ITN will be happy to assist the customer in filing a complaint with [redacted] Airlines.Per the results of [redacted] Southern Air's investigation, their segments were cancelled from [redacted] system.The ticket as issued by the agency was valid for travel, but did not have reserved seats associated with it after the interference outside of the travel agency's control.The customer may either contact ITN Customer Service with the receipts for the extra expenses or submit them to [redacted] Airlines directly.Either way, ITN will do its utmost to assist the customer to the fullest extent.Thank you

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 meThank you for your assistanceMy calls did not get responses until I had filed the complaintI appreciate your services!Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/04/17) */ Our records show that the customer filled out the refund form on 03/27/and agreed to refund fees and penalties of $743.90, which was processed by ITN on 04/01/once the customer had available funds on his accountWhile ITN discount is not specified for child tickets, ITN gives 40% discount on its fees and the carrier only 25% Later the customer contacted ITN with a complaint regarding the fees he agreed to, although the tickets refund had been already processedOn 04/03/ITN e-mailed the customer in the morning that as a good gesture, we were willing to refund $out of $743.90, while the airlines penalty could not be lowered since ITN has no control over the fare rules and applicable penaltiesHowever, as we can see on the same day the customer filed this complaint with Revdex.com $has been refunded and it should have been already posted on the customer's account We understand that the customer may be confused that on the payment form there was only one $charge from ITN, but this is the total ITN charge for all the passengers [redacted] avoid charging small amounts per every ticketOn the same form the customer has been advised that "If fare rules allow refunds and/or exchanges, a $ITN fee will be charged to process any refund and/or exchange requestThis fee will be collected in addition to the penalties charged directly by the airline and/or recalled by the airline from ITN" We understand that the customer accepts the fact that there is airlines penalty per ticket, but he is confused that ITN has its processing fee also per ticket, as every ticket is a separate request/transaction In addition, the customer was offered to purchase our ITN Ticket Protection plan, which would have saved her from our processing feesUnfortunately, the customer declined this option and agreed to the applicable restrictions of the ticket This case can be considered resolved

ITN's representative offered several itineraries to the customer before the ticket was issued, including short routes that did not go any further east than Switzerland All itineraries were described in detail as they were e-mailed e-mailed to the customer.Due to the requested travel dates in the middle of high season, the short routes were more expensive by $400+ dollars, and the customer made a conscientious decision to book the less costly route.When the customer asked for a cancellation a few months later, she was quoted the full refund penalties, as per any voluntary cancellation.However, as an exception ITN waived the agency fees, and processed a refund against the airline penalty only, which ITN has no influence over.The money will return to the customer's card in 3-business days so they will be able to book a new ticket on their preferred routing and airline

The investigation revealed that while the customer did ask about the aircraft type, no explicit mention of high blood pressure, panic attacks or any other health risk was made.When the situation was made clear by the customer after the ticket had already been issued, ITN searched for alternative routings the passenger could be re-booked to.All possible combinations out of Charleston on United unfortunately involved short flights on small aircrafts, or long layovers in connecting airports.The booking was therefore cancelled, as the customer opted to buy another ticket on a different carrier, and the credit with United is still valid for travel within one year from the date of issue to any destination serviced by United AirlinesThe change penalty will be covered by ITN (fare difference may still apply), however no refund is possible due to the restrictive fare rules on the ticket

As a result of our investigation, we found out the following.A refund of $has been processed on April 10th, That credit is due on the original form of payment within days of that date.The customer is likely looking for the credit on the card the he used to pay the agency fee of $in April of 2017, but the refund actually went to the card that was used to purchase the ticket in May of 2016.ITN has advised the customer already to check his other account for the refund, but has not heard back