International Travel Network, LLC

Revdex.com:I did receive a refundbut not from the Company in question (ITN)*** *** recognized that I had a valid refund coming due to my circumstances, and they refunded me accordinglyITN did nothing but try to charge me again to get a refund, which makes no senseI just hope others will learn from this and don't get trapped into paying twice for a refund
Sincerely, *** ***

Initial Business Response /* (1000, 5, 2015/09/18) */
The customer ordered five air tickets 07/28/through ITN to depart on 08/26/
Before the tickets were issued, the ITN agent walked the customer through all details of the itinerary and drew her attention to the fare rules restrictions
and to the visa/passport *** customer ticked the following check box to finalize the purchase:
I am aware of applicable rules, conditions, restrictions and / or penalties
I have checked the Itinerary and Flight Information and confirm hereby that it is correct
I have read and understood the above and acknowledge here by that ITN shall not be liable in case of denied boarding due to passport ** visa issues
The service, i.ethe restrictive electronic air tickets, was duly provided exactly as requestedAfter the customer authorized the purchase by filling out the credit card authorization form, ITN issued the tickets and sent with the ticket receiptsThe airlines representatives can confirm that the tickets provided to the customer are validAs mentioned by the customer, the passengers *** not travel because their daughter's passport *** expiring in less than months
On the credit card authorization form, the customer was advised of the following 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 stay."
In addition, on all ITN outgoing documents the customer was advised that "Travel documents required for all tickets (paper, e-tickets, or paperless) include a valid Passport, which must be presented for all international flights." The customer was also advised of the applicable airlines exchange penalty and ITN processing fee to be paid in case of exchangeAlso, it was stressed out on all the documents that all exchanges must be done before departureNormally, airlines require seats to be canceled before departure to avoid a NOSHOWNOSHOW tickets normally lose its value, because airlines can would fly with an empty seat
Nevertheless, ITN worked with the customer on different options and found new travel dates when the seats with no fare difference were availableITN sent a special request to the airlines to allow exchange of these tickets after departure date (noshow)The waiver was granted, ITN collected $total applicable penalty and reissued all five ticketsThe passengers *** on 09/16/

Last minute cancellations due to weather are considered force majeure, and are usually handled by the airlines at the ticketing counter.Since *** could not offer any alternatives of their own and could not re-issue the customer on to the *** flight, the customer was referred back to the issuing agency for assistance.The Sales agent sold the only flight still in operation, without advance knowledge that it would also be cancelled later that day.The connecting ticket on *** Air was issued separately from the very beginning and was not affected by the weather, making all requested changes be subject to voluntary change rules that come with penalties and potential fare differenceUltimately *** has refunded the unused portion of the ticket and ITN has reimbursed all agency processing fees, in addition to the difference between the *** ticket and *** one, as per the agreement made with the customer.The matter is now considered settled

Initial Business Response /* (1000, 5, 2015/05/20) */
ITN has checked its internal recordsThe customer ordered his itinerary on 03/17/to depart on 03/24/
On the payment form he was advised that "Reservations for tickets to be refunded and/or exchanged must be canceled at least hours
prior to scheduled departure - NO SHOW ticket(s) will not be processed for refund and/or exchange." The customer acknowledged and agreed to these fare restrictions
ITN also advised him on the authorization form that ITN "is not the source or supplier of the travel services he has requested, and acts solely as an agent for the actual suppliers of such servicesHe has been advised that the suppliers whose names appear in the information supplied to him are those who are actually responsible for providing the travel services he has purchasedHe consented to and requested the use of those suppliers and agreed not to hold International Travel Network responsible
According to the itinerary, Mr*** had hours layover in *** to continue his trip to ***After he missed his flight, he told ITN that he was directed to a wrong gate by an airlines personnelITN contacted Lufthansa Airlines and received a confirmation that the flight was operated as scheduled, and the passenger *** simply a NO SHOWLufthansa Airlines refused to provide a waiver to exchange the tickets without any penalty
The customer refers to ITN Ticket Protection plan he activated for $non-refundable feeHe was advised on the form that ITN Ticket protection is not an insurance policyOne of its benefits is a possibility to request a voluntary exchange and avoid paying ITN $processing fee, while airlines penalty and fare difference may still applyIn this case the customer was advised that by the carrier rules no refund is allowed on partially used no show tickets as they have no valueHowever, ITN had a possibility in this case to request an exchange with airlines reinstatement feesThus, the customer was e-mailed a few options with $airlines exchange penalty, $ITN fee (waived due to activated Ticket Protection) and $- $fare difference, which depended on the particular new travel dates
The customer was also advised by ITN that ITN is not responsible for reimbursing the cost of the ticket from *** to ***Thus, the customer did not accept and did not confirm his wish to process an exchange of his ticket with applicable airlines penalty and fare differenceITN reminded Mr*** that it is the passenger's responsibility to be at the gate enough time before departure
We are sorry to hear that the customer's travel plan was affected, but ITN should not be held liable for the situation happened at the airport which was completely outside of ITN's reasonable control
As a good gesture, ITN would like to refund the unused $Ticket Protection plan fee
If Mr*** purchased a new ticket to travel also with Lufthansa airlines, he may send a request to the carrier for any kind of reimbursementITN has no control on the airlines and cannot influence a decision on providing the desired compensation
Thank you for the kind understanding
Initial Consumer Rebuttal /* (3000, 7, 2015/05/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
All Praises and Pure Worship to Our Father and Complete Family in Heaven and Earth!
Attention Revdex.com!
First, I AM, REMAINING in ***, basing on the lack of inadequacy of ITN, ***B, and Air Concierge
Initially, ITN, ***, and Air Concierge PROMISES and GURANTEE a SUCCESSFUL ROUNDTRIP
GUESS WHAT? The ROUNDTRIP never occurs!
YES! I AM in ***! My DEPARTURE DATE IS 4/5/15!
TODAY'S DATE: 5/22/15!
SEVEN (7)WEEKS!
I AM, here BASING on the HIGH-AGGREVATED- INSUFFICIENCY of ITN, *** B., and Air Concierge
I AM, GREATLY DISTURBED to know RESPONSIBILITY is NOT accepting by PARTIES PAYING!
WHY? Should a TRAVELER CONTACT PARTIES NOT PAYING TO RESOLVE, ANY ISSUE?
HINT: PAYMENT IS MAKING TO WRONG PARTY!
I AM TRAVELER! ITN and *** Bwith Air Concierge have PROVEN other Traveling Networks will PROVIDE ADEQUATE TRAVELING NEEDS!
Initially, before receiving PAYMENT, ITN and Network receives A+ Ratings!
This Rating is BEYOND INTERPRETATION...!
Furthermore, I AM PAYING additional room rates!
FOR
I AM asking for ITN, *** B, and Air Concierge to,FULLY, EXPERIENCE TRAVEL!
The U.SDollar is 30% Less than JOD
AND
The U.Sis receiving TERRIBLE MARKS on FOREIGN RELATIONSHIPS
On TOP of the FADING U.SDollar!
THIS "COMPLAINT" IS OBVIOUS AND SHOULD HAVE BEEN FULLY RESOLVED, BEFORE THIS TIME!
FULL REFUND+ PROVES adequate!
Observe Airline Travel history
I AM, SO-CALLING, U.SCitizen overpaying roundtrip Travel,Insurance inclusive, and have to report to Revdex.com for RESOLUTION!
This is CHILD BEHAVIOR!
I AM, REFUSING TO ACCEPT LESS THAN A+ PERFORMANCE!
Furthermore, I AM paying 665JOD for accomodations!
TRANSLATION:$
This does not include extra FOOD and NEEDS!
LASTLY!
I AMNOT A "NO SHOW!"
I AMAt the GATE DIRECTING!
FOR
FIVE (5) HOURS!
I AMREQUESTING FULL REFUND+
Thanks,
***
AKA
*** - *** - I AM
Final Business Response /* (4000, 9, 2015/05/29) */
An air ticket can be purchased directly from the airlines or through a travel agencyThe airlines are the actual supplies rendering the service; and unfortunately, there are things outside of the agency's reasonable control
As a travel agency we must follow the fare rules set forth by the airlines, and the customer has been advised many times that NO-SHOW tickets are non-exchangeable and non-refundableHowever, considering our relations with the carrier, we offered to the customer to change his ticket by paying a NO-SHOW fee in addition to the regular exchange feeThe customer did not accept this offer
ITN is not aware of the situation which happened at the airport in ***, and we shall not be responsible for any possible miscommunication between the passenger *** the airlines (if any)
This ticket was noted as a NO-SHOW by the carrier despite the fact that the passenger *** hours layover timeGenerally, travelers are required a minimum of minutes transit time in *** Airport from international to international flights (see screenshot for proof)The hours stopover time in *** should have been more than enough
Attached to this correspondence is an excerpt for the airlines fare rules pulled out directly from the systemAs clearly shown on this screenshot, no refund is allowed for partially used and/or no show tickets
The customer has been advised on the authorization form that ITN does not sell travel insuranceHowever, we offer a special optional service which is called ITN Ticket Protection plan, and it does not cover such situations as described by the customer in its terms and conditionsAs a good gesture, we have already refunded the $fee for the Ticket Protection
ITN will gladly submit a request to the carrier on the customer's behalf if he can send us any supporting documents which we will forward to the airlinesThis proof can be provided at ***@itncorp.com
Thank you for the kind understanding
Your ITN Team
Final Consumer Response /* (4200, 11, 2015/06/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
All Praises and Pure Worship to Our Father and Complete Family in Heaven and Earth!
Attention Complaint Department,
I AM, not satisfied! First, there is NO access to Bank of America in ***!
Request is to send a wire under my name: *** *** Jr
I AM, in *** ***, ***!
Next! I AM requesting a "FULL" Refund!
The "NO SHOW" status does not apply!
I AM, at gate directing!
I AM, not responsible for receiving misdirection!
I AMRequesting "FULL" Refund!
Thank you,
*** *** Jr

We are sorry to hear that the customer has days advance vacation noticeHowever, the airlines restrictions cannot be waived and the ticket remains non-refundable.We will gladly assist the customer with the rebooking once she replies to ITN e-mail and provide the dates when she can travelThe agency will check with the airlines if an exception can be given to complete the travel after November 27, in case the customer would like to travel on other dates

Initial Business Response /* (1000, 5, 2016/02/05) */
ITN has conducted an internal investigation
The customer contacted our agency on 01/21/and talked to travel agent ***They discussed the trip details, and the customer refused to provide her e-mail before getting a price quote on
the phone
After the agent called back, the customer was provided a few options and she choose one for total price of $2,The customer provided the passengers *** She was aware that she had hours before finalizing her purchase, and the agent mentioned that the price might changeHe also drew her attention to the fact that there were only seats leftThe agent asked for permission to send the payment form to the customer and she provided the credit card numberUpon attempting to issue the tickets, the fare was discovered to no longer applicable for the booked itinerary
The customer received two options from another agents, and they were not accepted due to higher cost
ITN followed up on the customer's complaint, and a solution was found in a form of separate tickets (domestic and international) for a total of $The tickets have been issued and provided to the customer
We regret any inconvenience caused in this situationThe customer was advised verbally that the fare might change, and in written on the payment form that fares are not guaranteed until tickets are issuedThe airlines change their fares and the availability of the seats on daily basisMost airlines file their fares with the Airline Tariff Publishing CompanyThese file updates can occur several times a day
Initial Consumer Rebuttal /* (2000, 7, 2016/02/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The agent *** contacted me after several days after returning from sickness and satisfactorily resolved the problemThe only thing I would change to the response of the ITN is that I was never contacted by ITN until I called in the next day and informed them that I had not received a confirmation yet from *** and that I am not sure if the tickets had been issued or notThen I was contacted from other agents from ITN that offered tickets to different prices and a different itenaryIt would have been professional to have been contacted right away that the tickets could not be purchased for the price quoted and not let me wait to wonder and then have me call in to find outBut I accept ***'s apology that it was the end of his shift and he got very sick and could not follow up until his return to workHe got me a good deal after all and that is fineThanks

The amount of $4,in change fees is no longer relevant and has not been that for several weeks nowSubstantially cheaper options have been offered to the customer since, and even the agency fees have been waived in full despite no Protection Plan having been purchased or activatedThe customer seems to have been severely misinformed by sources outside ITN as to the nature of airline change penalties and how fare difference works
If the customer chooses to dispute the charges with their bank, they will not be able to use the tickets as scheduled as they would not be paid for, which might ultimately be to customers' own detrimentWe strongly suggest they respond to ITN's Customer Service department before departure and work things out in a constructive mannerThank you

We proceed with a full refundThis case is now resolved

Records indicate that the customer purchased ITN's Ticket Protection Plan
It is not an insurance, but rather an upsell over the regular ticket restrictions, which among other things compensates lost luggage provided certain conditions are metOne of these conditions reads that:
- Mishandled
bags must be reported to ITN within hours of the time of flight arrival by calling or emailing ITN Customer SupportITN will not make payment for bags reported missing after the deadline of hours
These terms were disclosed to the customer prior to purchase and they agreed to them by clicking to pay on the "I confirm that I have read and agreed to the Terms and Conditions" button on the authorization form
The customer filed their claim well over the hour deadline and the claim had to be rejected
We understand that the customer was in negotiations with the airline to reclaim their luggage for a while, but the delay deprived ITN of the possibility to get in touch with the airline and recover the baggage before compensation was due
We thank the customer for taking the time to inform us of their concernsWe apologize that their request was not resolved to their satisfaction, however, the matter was given every consideration and we are unable to provide the resolution requested

To reiterate, the customer was initially aware that there was no way to book seats on the same flights at the exact same price
The customer chose to book separate flights due to budget concerns
ITN cannot be held responsible for the availability offered by the airline in the ***, and ITN will not be financially liable for a fare difference that the customer initially refused to pay
The customer is invited to exchange the tickets against the applicable change fees and fare difference, and as an exception all agency fees will be waived

Initial Business Response /* (1000, 5, 2015/11/03) */
The customer ordered an air ticket through ITN on 07/21/Before the sale was finalized, the ITN agent walked the customer through all details of the itinerary and drew his attention to the fare rulesHe filled out the form and confirmed the
following: "I am aware of applicable rules, conditions, restrictions and / or penalties"
As mentioned, he contacted ITN and requested to change the departure date from 12/03/to 12/09/The airlines changes the fares often, and his new dates was significantly more expensive due to its closer proximity to Christmas seasonTherefore, he was quoted the fare difference and applicable exchange penalty
Due to high fare difference he decided to cancel his tripOn October 5th, 13th and 15th the customer was advised of a total $amount to be deducted from the paid amountThe breakdown of all fees and penalties was provided in every e-mailThe customer was confused that there was any penalty as he considered there was enough time for the carrier to re-sell his seats thus he should not be charged for the cancellation penaltyHe wanted to pay only $ITN processing feeHowever, he later authorized the refund and replied: "Please go ahead and refund me the $626.00." ITN would not process the refund without the customer's authorization
It should be noted that the fare restrictions are set forth by the airlines, and ITN has no control over themOn all ITN outgoing documents the customer was advised of the following:
If fare rules allow refunds and/or exchanges, a $ITN fee per ticket 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
In addition, the customer was advised in written that "after the tickets are issued, any changes or refunds are subject to the restrictions of the fares usedPlease pay attention to the fare restrictions of your ticketsIf you need more flexibility with your tickets in terms of refunds and exchanges, please consult your agent and request a less restrictive fare." There was not a request to look for a less restrictive fare without a cancellation fee (such fares are more expensive)
The customer was also offered to add ITN Ticket Protection policy to his purchaseOne of its benefits is a possibility to request for refund or exchange at no ITN fees, while airlines penalty still appliesUnfortunately, the customer declined this option
The customer was advised in written that International Travel Network is not the source or supplier of the travel services he requested, and acts solely as an agent for the actual suppliers of such servicesThe airlines determine the restrictions of the fares, and ITN has no power to override these restrictionsThus, ITN is not able to have the airlines penalty waived in case of a voluntary cancellation
Initial Consumer Rebuttal /* (3000, 7, 2015/11/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I totally reject their response on the ground that they did not tell me they will take $of my money if I cancel a ticket I bought from them for $1,If they had stated that in their policy, I wouldn't have bought the ticket from themIn their policy it says they charge $for cancellation, but did not say what the Airline chargesWhy is it that they do not know how much the airlines charge for canceling a ticket and state such on their policy so that people will know before buy the ticket? No Airline in the United States charges $or $for cancellation of ticketAs a matter of facts, most Airlines will allow the passenger ** use that ticket within a year
Yes, when I wanted to change my ticket from December to December 9, they asked me to pay additional $1,161.00, bringing the total cost to $2,487.00, while other Airline Agents were selling the same route at the same time for $1,to $1,860.00, and that was the reason I canceled the ticket
One many ask, why do I live in *** and buying a ticket from Agent in California? While I was searching for a cheap ticket on Priceline, I saw ITN advertisement for a ticket to Lagos, Nigeria at the price of $I proceeded to buy the ticket, entered my Itinerary and submittedThe company returned a message saying that the total cost was $1,I called their 1-number and reached Mr*** who told me that the $fair is for those who are traveling from late December and returning in late January/FebruaryI compared ITN price with what other Agents were selling, ITN price was $lower, I decided to buy from themAgain, if they had told me that if I cancel they will take $as cancellation fees, I wouldn't have bought the ticket from them
I decided to accept $refund because ***, one of their Customer Service Representatives, refused to allow me to talk to any of their Managers or SupervisorsI called several times and this lady will put me on hold forever and later hung up the phoneI sent *** a message to inform the company that I am going to pursue this case till I get me moneyThis is not fair and I can't believe that this is happening in the United StatesThis is a daylight robberyI will take them to Supreme Court if that is what it takes to stop them from doing this to another person
*** E***
Final Business Response /* (4000, 9, 2015/11/19) */
Before the purchase was finalized, the travel agent advised the customer on the phone that the ticket was sold as non-refundable and non-exchangeable
The customer agreed to these terms and proceed to the bookingHe acknowledged the conditions that "If fare rules allow refunds and/or exchanges, a $ITN fee per ticket 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"
Thus, when the customer contacted to inquire about his options, he was quoted $Airlines penalty, $airlines fare difference, $ITN processing fee, a total of $1,for the new travel dates in high seasonThe customer could keep the credit with the airlines for a future travel or choose another dates without a high fare difference, but he preferred to cancel this ticket
For refund the customer was quoted $Airlines penalty, $recalled by the airline from ITN, $ITN processing feeWhile the customer confirmed he would like to proceed with refund, he is complaining now about these termsHowever, the ticket could be strictly non-refundable as advised by the agent, and no credit would be due
The customer was also complaining that ITN could sell his ticket to someone else instead of penalizing him despite the fact that he was advised before the purchase and on the booking form that the ticket was non-transferable
In case the customer would have asked to look for a less restrictive fare which would have allowed him to exchange or refund his ticket at no penalty, such option would have been providedHowever, such fares are expensive, and the customer purchased the lowest available fare which were offered by the carrier at that timeThese fares are the most restrictive fare as they are discounted fares
As a good gesture, we are willing to waive $of our processing fee, but there is nothing we can do about the airline penalty as we have no power to override their rulesPlease kindly contact ***@itncorp.com for refund

Thank you so much, ITN payed me back after waiting so long.Sent from ** ***

Initial Business Response /* (1000, 5, 2015/12/31) */
The cardholder (the mother of the complainant's boyfriend) purchased four tickets for a family tripShe added to her purchase ITN Ticket Protection ($per passenger)On the form she was advised that ITN Ticket protection is not an
insurance policy, and that ITN does not provide or sell travel insuranceTwo tickets were not used due to visa issuesThe cardholder was sent a follow up e-mail with applicable exchange penalties on July, for United Airlines and Copa Airlines
On all ITN document's the cardholder was advised that "if fare rules allow refunds and/or exchanges, $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." She was advised that processing fee was waived according to the conditions of Ticket Protection: "ITN Exchange fees waived for all travelers unable to take their trip for any reasonAirline penalties and fare difference might apply."
The cardholder's son contacted ITN and inquired for a date change to use the tickets with complainantITN found that the customer mostly attempted to reach ITN at about 5PM PST which is one of the busiest hours while our regular business hours are till 6PM PSTIn the e-mail correspondence the ITN agent brought her apologies for the delayed answers and explained that ITN first had to receive updates from the consolidator because the customer asked to reroute the tickets and to remove Copa Airlines from the itinerary, which made his request unusual and more complicated for calculations
The cardholder was advised on all ITN documents that fares are not guaranteed until tickets are issuedWhile a low fare difference can be quoted now, it can be increased in a few hours as a result of the sold out seats in the corresponding booking class or as a result of the fares changed by the airlinesUnless the exchange is confirmed, seats are booked and the payment collected to reissue the tickets, the provided information should be treated as a quote, but not a guarantee that no changes happen in a short period of timeBy airline rules, we are required to collect the penalty and fare difference (if any)
Finally, the dates were booked and the customer filled out the exchange form on December, The tickets were reissued for the new confirmed itinerary
One reason for the complainant confusion is that she was not participating in the booking process of original tickets, thus she might have no possibility to know about the terms and conditions of the purchase, exchange restrictions and ITN Ticket Protection details
Thank you very much,
Your ITN Team

Initial Business Response /* (1000, 5, 2015/10/22) */
ITN ran through its internal records and listened to the call recordings
A few minutes before sending the payment form to the customer the ITN agent walked Ms*** through all details of her itinerary and drew her attention to ITN Ticket
ProtectionHe stressed out that it was an optional thingThe agent explained that in case the customer get hospitalized she could receive 100% refund, and if the customer get sick she could get 50% refund; in case the customer wanted to change the dates without any reason, ITN wouldn't apply its $processing fees, and the customer might have to pay only the airlines fare difference and airline exchange penaltyThe agent said that there would be more information about Ticket Protection on the form
In the next minutes the form was sent and the ITN agent was assisting the customer to fill it outHe drew her attention to the non-refundable fare rules and they talked again about Ticket ProtectionMs*** read the Terms and Conditions on the form and added it to her purchase for $89.42.In the next few minutes she received Ticket Protection purchase confirmation with a copy of its terms and conditions
The agent never called ITN Ticket Protection to be a travel insuranceIn addition, Ms*** was advised in written on the form of the following:
International Travel Network does not provide or sell travel insurance (Fare Restrictions and Rules section)
ITN Ticket protection is not an insurance policyTravel insurance is available per customer`s request ( Ticket Protection Terms and Conditions section)
Ms.*** contacted ITN asked to refund her ticketITN Customer Service reminded her on 07/10/the fare rules and terms of Ticket ProtectionShe was advised again that ITN will not collect its processing fee for exchange, however, since the ticket is non-refundable and the customer had no medical reason for refund, no credit could be processed
Thus, while the customer is claiming that "The agent stated that this would cover me should something come up and I would need to change my ticket or cancel my trip," he explained that Ticket Protection stands only for medical situations, so it does not cover voluntary cancellations for non-refundable ticketsIn addition, Ms*** also read these conditions on the form before finalizing her purchaseThe call recording were sent to the customer, but she is still insisting on a full refund
ITN will gladly assist the customer to request for a waiver with the airlines for the non-refundable restrictions if she can provide a document that the flight cancellation was not a voluntary decision and it was forced by some circumstances beyond her controlOtherwise, she may use the credit with the airlines to reschedule her flight for another dates
Initial Consumer Rebuttal /* (3000, 7, 2015/11/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was sent a recording of the phone conversation where the agent clearly states that should something come up rather than only if you're hospitalizedI was sold insurance under pretensesCheck most of the other complaints filed, others have had the same problemThe amount needs to be refunded in full
Final Business Response /* (4000, 9, 2015/11/16) */
ITN has checked the call recordings againThe agent drew customer's attention to the service called Ticket ProtectionIn the end he said it was an optional serviceThus, while the customer keeps claiming that she purchased insurance, the agent never called it to be insurance, and there was no information given that it was insurance
The customer received the call recording and she may provide to Revdex.com the moment when the agent (according to her opinion) stated "that should something come up rather than only if you're hospitalized." ITN did not find such moment
Unless the customer can provide the required medical documents, she can not claim a full refund, but she can ask for a voluntary change without ITN processing feeThe airlines penalty and fare difference still apply as explained by the agent
Below you can see the details of Ticket Protection which were read by the customer before she decided to add it to her purchase:
Terms and Conditions
Refunds: 100% refund of fully unused tickets for traveler(s) hospitalized at the time of scheduled departureThe traveler(s) must provide his/her hospitalization certificate to ITN and cancel the reservation before the scheduled departure50% refund of fully unused ticket for traveler(s) unable to take their trip due to sicknessThe traveler(s) must provide doctor's note to ITN and cancel the reservation before the scheduled departureThe doctor's note must be verifiable and state that the doctor clearly prohibits passenger ** take the trip
Exchanges: Exchange free of charge partially used tickets for traveler(s) hospitalized at the time of scheduled returnThe traveler(s) must provide his/her hospitalization certificate to ITN and cancel the reservation before the scheduled returnIf the traveler misses a trip departure resulting from cancellation or significant delay due to inclement weather or a carrier-caused delay, ITN will exchange the ticket free of any airline and ITN fees provided seats are available in the same booking codeITN Exchange fees waived for all travelers unable to take their trip for any reasonThe traveler(s) must cancel the reservation before the scheduled departureAirline penalties and fare difference might applyITN Ticket protection is an upsell to less restrictive fare that allows refunds and exchanges due to medical reasons as described aboveITN Ticket protection is not an insurance policyTravel insurance is available per customer`s request

ITN's quality assurance department has thoroughly gone through all the recorded conversations, but has found no evidence of a clear authorization from the customer to cancel.The audio files will be presented to the customer in full as requested.The Protection Plan that the customer mentioned also lists cancellation before departure as a mandatory condition, and regrettably does not help with the no-show situation.In an effort to alleviate some of the customer's financial strain, ITN is offering to refund the $protection plan cost.We can also submit the ticket to American Airlines for a tax refund of approximately $200.00, but cannot guarantee a successful outcome as the decision belongs entirely to the airline.The main amount of the ticket is regrettably irreversibly lost.We apologize that the issue was not resolved to the customer's satisfaction, however the matter was given every consideration and we are unable to provide the resolution requested

The internal investigation initiated on April 28th, revealed an error on the sales agent's side.All concerned tickets were re-issued with the correct travel date at the earliest possibility, at no cost to the customer.We would like to apologize to the customer for this mishap, and hope this
will not deter them from doing business with ITN in the near future

Per the customer's request, their contact information has been removed from our mailing lists and they should not receive any further unwanted correspondence from ITN
The customer could have also made use of the unsubscribe button included in each e-mail to achieve the same result
We apologize
for any inconvenience and will be happy to assist the customer with any future travel related requests, should they contact ITN again
Thank you

The customer purchased sets of tickets with ITN, for passengers each.When the first set was cancelled, the associated $Ticket Protection Plan charge was also cancelled and refunded to the customer's card.It may take 3-business days to return to the customer's account, but it is certain
to happen eventually.At this point, the $charge has already been refunded, and it is now outside of our control of when it postsGenerally, a refund can take 3-business days depending on the banking institutionWe invite the customer, should they have any additional questions, to contact their personal agent or our Customer Service department for assistance

We would like to bring our apologies to the customer for the created inconvenienceA request has been sent to remove the customer's contact details (email and phone number) from our database and she will not receive calls or emails from our company any longerThe requested will be processed within
hours so we can guarantee that the contact details will be removed by the 31st of January,

The charge was refunded on March 15th, and it takes 3-business days to return to the original form of paymentIf for some unusual reason the customer cannot see the credit yet, chances are they are looking for it on the wrong card/account
For additional information the customer is invited to contact ITN's Customer Support departmentThank you