International Travel Network, LLC

We would like to bring our apologies to our customer for this incident This is not the high level of customer service that we expect from our agents, nor is this a regular occurrence Call records indicate that our agent did unwittingly promise complementary seat assignment, which is no longer possible on certain [redacted] tickets Nevertheless ITN will honour what was promised and will reimburse the customer the $it cost to assign the seats Additionally ITN will refund the $service fee charged at the time of booking as a gesture of goodwill The customer is invited to contact our Customer Service department and make the arrangements

Once the customer agreed to purchase the ticket, our agent sent a Credit Card Authorization Form to the customer to fill outAfter the form was received, as part of ITN's credit card verification requirements, ITN needed to verify the authenticity of the transaction with the issuing bank.As part of ITN's regular anti-fraud procedure, ITN contacted the issuing bank to verify the card holder's nameHowever, the bank refused to confirm this information without the card holder on the lineRegrettably in the customer's case, the fare had increased substantially between the time the card information was submitted and the time the card could be verified by the issuing bank.The travel companion's card did not have the same problem and the ticket was issued the same day.In a card-not-present environment, we put great emphasis on the credit card verification to ensure the safety of our customer and the company.It should also be noted that prior to submitting payment, the customer was also informed via the charge authorization form of the following:" The airlines change their fares and the availability of the seats on a daily basisMost airlines file their fares with the Airline Tariff Publishing CompanyThese file updates can occur several times a dayThe airlines manage their seat inventory through their reservation systemsIn most cases, they decrease or increase the seat inventory (and thus the fare availability) based on many factors which may include for example reservation cancellations or load factor on certain flightsITN cannot predict the fare value nor can it guarantee that the airlines will not release cheaper seat inventoryOnce the tickets are issued, they are subject to fare restrictions."ITN fully understands that travelling companions need to travel together, but it was out of the agency's control.The travelling companion did not request cancellation of their issued ticket and used it successfully while ITN agents offered the customer alternative flights.As a gesture of goodwill ITN would like to offer the customer a $discount toward their next travel on any of the unpublished fares that ITN has to offer

The company has contacted me and is working to resolve said issueHalf of the issue will be resolved as of this date, 03/31/I am not happy that they could not resolve everything, but they will not budgeMy next resort at this time is to contact [redacted] Airways to see if they will issue some type of refund

Initial Business Response /* (1000, 5, 2015/06/02) */
The customer ordered four air tickets through ITN to depart on 05/27/and filled out a credit card formOn the form the customer was advised of the following information in the VISA / PASSPORT *** section:
Travel documents required
for all tickets (e-tickets, paper tickets) include a Passport, which must be presented for all international flights and valid for at least six months beyond the period of the intended staySome countries may require a visa and/or a health cardIt is passengers' responsibility to have all necessary travel documents in possession at check-inPassengers *** need to verify visa requirements for all stops, as some countries may require a transit visaTravelers connecting between or transiting via airports within the European Union Schengen Zone may need a Schengen Entry visaITN agents do not advise passengers ** visa requirementsPlease contact the embassy or consulate of the country you are going to visit or transit through to get up-to-date requirements
The customer clicked the following check box:
"I have read and understood the above and acknowledge here by that AirConcierge shall not be liable in case of denied boarding due to passport ** visa issues."
Once we received the authorization form from the customer, we issued the tickets and we sent her a Ticket Receipt Confirmation email, where again we stressed on the fact that it is the customer's responsibility to make sure they have all the necessary documents for travel
A couple days prior to customer's departure, we also sent a Travel Reminder email which again contained the Travel VISA disclosures
Thus, the customer was advised on three different occasions that they need are responsible for any VISAS
The terms and conditions of the purchase (including non-refundable fare rules) have been clearly spelled out both verbally and in written form, and the cardholder acknowledged and agreed that the tickets are non-refundableThese fare restrictions are set forth by the airline, and ITN has no power to override the fare restrictions
The customer confirmed the itinerary and conditions on the card authorization formThe tickets remain non-refundable by American Airlines rulesHowever, ITN is working on the best solution for the customer, and has sent a request to the carrier to allow rerouting of these tickets free of penalty for the new datesITN will also waive all its processing fees
We will contact the customer in a few days once we receive an answer from the carrier
Initial Consumer Rebuttal /* (3000, 8, 2015/06/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We were not entering London/UK hence do not ASSUME that we needed VISA to even get on a plane going via LondonFor instance if you are visiting India via Dubai/Singapore or any other countries you don't need any VISA as long as you are NOT entering the country but just connecting to next plan
We did have Visa for US and India, but did not have one for London and hence could not get on the plane
The agent who was booking to tickets knew about the circumstances and the tickets were booked months in advance so IF she had even mentioned once that - hey, London has a special requirement of getting a transit visa - even if you are not going to visit the countrythen we would have SURELY got that visa doneIn fact I did called her and other agents multiple times to see if I can extend my stay in London as my hold in London was hours and I would rather extend to 2-more days and get out in London to visit around - at that time I do understand I need a visa
When we talked with American Airlines we were VERY clearly that the agency is responsible to inform us about special visa requirement in LondonTypically we are required to have VISA for destination country and not the country via which we are flying - with exception of 6-countries in world
We finally endbuying a new ticket with a different agency who did ask us to first question about visa instead these guys did never ask me
I have requested manager to contact me to discuss the issue over the phone - however I have YET to receive any updates from them
I was at airport for hours without any update from the agents - I don' feel like I was even treated right
They have a GREAT excuse about getting info from carrier, however I called American Airlines once and spent minutes on phone to get a solution and responses to all my questions, I am not sure why the manager is taking FOREVER to get an update from them
They initially lied to me about my ticket restriction that I can ONLY fly via AA and via London, however AA confirmed that I can use those miles to fly anywhere in world including US as along as I use it within yearI still haven't heard this from ITNI don't think they care about their customers money AND also their concern about travel
Final Business Response /* (4000, 10, 2015/06/29) */
Every company may have its own rules, and it is up to consumers to accept them or to decline and to choose another vendorITN has already provided a copy of the visa restrictions on the payment form, which states:
"Some countries may require a visa and/or a health cardIt is passengers' responsibility to haveall necessary travel documents in possession at check-inPassengers *** need to verify visa requirements for all stops, as some countries may require a transit visaTravelers connecting between or transiting via airports within the European Union Schengen Zone may need a Schengen Entry visaITN agents do not advise passengers ** visa requirementsPlease contact the embassy or consulate of the country you are going to visit or transit through to get up-to-date requirements."
ITN also advised the customer in written form that "Non-U.Spassport *** should contact the embassies or consulates of their destination and transit countries to obtain entrance requirements."
The information that "Travelers connecting between or transiting via airports within the European Union Schengen Zone may need a Schengen Entry visa" was also provided and highlighted on the purchase confirmation and on the travel reminder
ITN has verified on how American Airlines notifies the customers about visa requirements when they book tickets directly with themOn the attached file we copied the whole booking process, and no information is provided regarding visas
Thus, while an American Airlines agent assured the customer that ITN as a travel agency was supposed to advise him of the visa requirement, we do not find that they provide this information on their end during the booking process after providing information that the passenger ** not a US citizenThe only found information is provided separately on the carrier's website on the Visa/Immunization Information page:
"In addition to a passport, some countries require a visaA visa is an entry by the authorities of a country in a passport ** other travel document to show that the bearer may travel to that countryIn some cases a visa may be issued as a separate documentVisit these sites to help you prepare for your tripNote: Passengers *** in possession of valid international travel documents for the destination country and/or transit points will be denied travel."
The customer can deal directly with American Airlines or advise ITN of his new travel dates and the routing to receive a quote on exchange details

Complaint: ***I am rejecting this response because:I was told by the airline company to hold on while they search for my bagSo, I though they knew where my was and not until days later before I was told they could not find my bagThe air line company gave me the assurance and the more reason I did not think my bag was missingI only declared my bag missing when the airline company told me they could not locate my bagI thing ITN is trying to hang on the least excuse not to pay my claimThe bottom line is my luggage is still missing and nothing has been done by either ITN or *** *** ***. Sincerely,*** ***

ITN has investigated the customer's complaint
It seems that while our agents' intentions were purely altruistic when advising about the necessary passport validity, and while the minimum of months is the standard validity required for international travel, in this particular instance, given the
customer's specific citizenship and specific destination, that information was incorrect
ITN would like to greatly apologize to the customer for the inconvenience and hassle
It was an honest mistake and the experience will help overall improve customer service for future situations
If the customer will accept, we are prepared to immediately refund the $agency cancellation feesWe will also issue a credit to the customer for $that they can use on their next purchase with usRegrettably we are unable to reimburse the customer the cost of passport renewal, as that would have had to be taken care of by the customer in no more than months either way

The ticket has been exchanged free of charge as per the customer's request
We apologize to the customer if the response time of our agents was lagging, however involuntary schedule changes such as his sometimes require additional authorization and/or technical assistance from the airlines and the
GDS
Furthermore in case of a large number of affected bookings, tickets are re-issued based on the current proximity to their departure date
The customer's booking is currently fully confirmed and good to go
If the customer needs any other assistance, he is very welcome to contact our Customer Service department

The customer currently has exactly one active charge of $made by ITN.The other charge of $has already been refunded, and as mentioned in the previous response, the refund can take 3-days.ITN has not received any notifications from Visa yet, but if the customer has already disputed the charge then the refund that usually takes 3-business days may be delayed.We thank the customer for their patience and assure them they will receive the credit in a few more days, if they haven't already

Initial Business Response /* (1000, 6, 2015/08/18) */
Thank you passing *** concern
ITN has not found any records of tickets issued for this customerHowever, it is true that we have more strict policies towards unaccompanied minors traveling alone
Based on the customers' feedback, it
seems our agent made a mistake in not informing the customer from the beginning about our policy on unaccompanied minorsWe will gladly refund the extra wire fees charged as a result of this misunderstandingAs a precautionary step, we will send an internal memo to remind our agents about our policy on minors
However, we noticed that the reservation for the customer has been canceledIf Ms*** decides to book with us, please contact *** and he will get this wire fee waived
In regards to the price changes, it is true that we cannot guarantee the prices even if we hold the seatsBy holding the seats, we are literally just holding the seats but airlines reserve the right to change the prices anytimeIn general, many airlines change their prices several times per day sometimes they can become lower, or they can become higher
In all our price quotes, we clearly state that the fares are not guaranteed until tickets are issuedAttached is a screenshot from a competitor of ours, where they also state they cannot guarantee the fares until they are issued
Once again, thank you
Your ITN Team

Records indicate that the customer misplaced a letter when providing the passenger's name to the travel agent and on the payment form, and requested a correction
Due to several airlines involved in the itinerary the only way to correct the error was to cancel and refund the old ticket, and issue
a new one from scratch
Certain expenses came with the process that the customer agreed to cover, including but not limited to an agency fee, consolidator fee and price difference
ITN is unable to refund the entire $requested, but will make a one time exception and reimburse the customer the amount of $as a gesture of goodwill.The customer is asked to respond to the e-mails that ITN's Customer Service department has been sending him to accept the offer

According to records the customer purchased four tickets for a Houston - Tunis roundtrip, departing on June 11th,
On May 17th, the customer contacted ITN to request an exchange of the travel dates, and was quoted the applicable fees and fare difference
Considering the low seat availability
in full high season, the fare difference for the desired dates actually surpassed the initial tickets cost, which is not surprising if you take into account how cheap the originals wereThe customer however insists on paying the change penalties only, which is unfortunately simply not possible, and there is nothing the travel agency or the airline can do to waive the fare difference
In order to assist the customer ITN will allow activation of the Ticket Protection Plan so close to the flight date, removing the agency fees in the process, but the airline's penalties and fare difference will have to paid
Several options have been e-mailed to the customer since, with considerably lower fare difference, but if they would like to avoid it completely they will need to be much more flexible with their desired travel dates
If the customer would like to cancel for a refund instead, then cancellation penalties will apply as per the fare rules, excluding the possibility of full refund
Thank you

Complaint: ***I am rejecting this response because:I have not been informed as to Whether my tickets have been extended, if so, for how longI still wish to to travel but I now have to make other plans and cannot give the exact dates of travel at the moment but will do so as soon as possibleI also wish to have the exchange fees waived or reduced as I was offered the last time. Sincerely,*** ***

Complaint: ***I am rejecting this response because:
I do not see the credit to my Visa Card account. What date did you credit my account?Sincerely,Clint***

Initial Business Response /* (1000, 5, 2015/06/02) */
ITN has looked into this complaint and run through the call recordings between the customer and ITN agent
Here is a transcript of the moment when the customer inquired of details regarding her return flight change:
Customer: I can just
call the airlines and change it, right? Because I know that usually for the return flight they can just change it anytime
Agent: Well, for the return flight there is always a penalty for itIf you gonna make any changes on your flight - there is always a penalty for thatFor the return date
Customer: YesOK
ITN has e-mailed this call recording to the customer

According to records the customer missed their originally scheduled flight on April 4th
When contacted, the travel agency notified the customer of the applicable exchange fees and fare difference, and also advised the customer to try and re-book directly with the airline in order to save on fees
The customer did exactly that and the airline took over control of the ticketsIt seems there was a miscommunication between the customer and airline at some point, since the customer was not aware of the control shiftHowever the new tickets have been fully used, which indicates that Qatar Airways successfully re-arranged the trip and eventually informed the customer accordingly
As the customer has received their desired resolution of an alternate booking on the next flight, this case is now considered closedShould any additional information be required, the customer is welcome to contact our 24/Customer Service department at *** ***
Thank you

There was a communication problem between the customer and the initial ITN representative assisting her.Another agent was assigned to the case and the ticket was successfully re-issued on May 29th.In regards to the fares mentioned by the customer, an exchange procedure differs greatly from
purchasing a new ticket, and prices listed for one way fares are not eligible for use in round trip fares.The customer ultimately paid $total.A request for reimbursement of the airline's $change penalty will be submitted to *** upon completion of the trip, as per the terms of the Ticket Protection Plan

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

According to our records the passenger's contact information was removed from our database on March 13th, no e-mails have been sent to the customer after it, except the requested apology e-mail from the travel agent.We regret that the usual high standards of our services were not met in this instanceWe would like to apologize one more time for any created inconvenience and assure the customer that this will not happen again

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

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