International Travel Network, LLC

Complaint: ***I am rejecting this response because: Even after saying they removed my information, I received YET ANOTHER email after their response; this is absolutely ridiculousAlso, there is no signature or information tied to your response and I have no idea who it came from.Sincerely,*** ***

Please find attached a confirmation of refund
If the customer still does not see the credit, they need to contact their bank for assistance
Thank you

According to records, the medical certificate the customer provided did not comply with standard airline requirements, in that it did not cover the travelling dates and did not specify when the passenger would be cleared to travel
Nevertheless, ITN has received confirmation that the airline has
authorized a full refund at the customer's request, and followed suit by refunding the agency processing feesThe customer should receive the full amount in 3-business days
We apologize to the customer for any delay, and would recommend to cover their next purchase with either travel insurance or ITN's Ticket Protection Plan, which is specifically designed for such situationsThank you

According to records the customer purchased tickets with one of our agents, and then received a quote from another oneAirline inventory is not static and can change every second, so the original agent could not at that particular moment in time locate the exact same seats and fare level to offer
the customer as a replacementThat did not happen out of any kind of attempt at deceit or malicious intent, and we apologize to the customer for the confusion and inconvenienceAs a gesture of goodwill, the amount of $has been refunded to the original form of paymentThank you

Complaint:***I am rejecting this response because: I still have not received the credit to my credit card.Sincerely,Clint***

Complaint: ***I am rejecting this response because: it's too late Departure date has passedWe have already issued a bad review on *** *** that we see many have readDo not trust this companyMost reps are foreign and English is second language so that's how mistakes are made
Sincerely,*** ***

We apologize for the created misunderstanding and the unexpected delayITN collected the money and settled the payment with the airlinesWe are currently working on the refund at the moment, and once we can have funds back from the airline, we can immediately refund the money back to the
customer.*** agents will not be able to confirm any refund request sent to them because the customer can talk only to a regular reservation agent, while agencies requests are being processed by a special desk dedicated for travel agencies

Initial Business Response /* (1000, 5, 2016/01/26) */
ITN checked the call recordings between the agent and the customerThe travel agent did not promise that a seat assignment would be guaranteed for all flights, but there was a discussion about an aisle seat all the way
Most of the times,
seat assignment free of charge is available only during Check In or with a fee on the airlines websiteNowadays, a lot of airlines charge fees for seat assignments and this is especially the case for the desirable seats, such as exit rows and bulkhead
Travel agents cannot guarantee the desired seats to be assigned on all flights due to various restrictions set up by the airlines, but they are trying their best to assist their customers
Considering the details of this situation, ITN is willing to reimburse the customer upon receiving a proof of $paid to the airlinesIt can be sent at ***
Initial Consumer Rebuttal /* (2000, 7, 2016/02/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
ITN credited me for the $that I had to pay to get assigned seatsI am completely satisfiedThank you for your help

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, *** ***

Complaint: ***I am rejecting this response because: I have been trying to get in touch with this agecy for the last two months as I stated in order to make my traveling plansThey only got back to me after I contacted the you , leaving me with less than a month to make my plans, request for time off from my job who requires thirty day notice to request time offI called on numerous occasions and sent emails with my exact dates for travel with no responseI believe that I should not have to suffer or their negligence
Sincerely,*** ***

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 $198.90 charge after the tickets have already been used. The customer should receive the...

money on their card in 3-10 business days.Should any additional information be required, the customer is invited to contact our 24/7 Customer Support line at [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, Gamtessa [redacted]

The refund was finalized by the agency on March 15th, 2018, from which point it should take no longer than 3-10 business days for the $198.90 to return to the customer's Visa...............4160.
The customer's bank should easily be able to locate the credit. We again invite the customer to contact our Customer Service department if any additional information is required.
Thank you.

A refund in the amount of $1,699.00 (current day equivalent of the amount received from the airline) has been processed on April 12th. The customer should receive the money on their originally used credit card within 3-10 business days.
We apologize for the delay, however as the refund was out of...

the agency's hands, we had no choice but to wait for the airline to process their own refund and then wait for the check to arrive by mail.
We thank the customer for their patience and hope their next trip goes smoothly.
Sincerely,
ASAP Team

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. I will await reflection of the refund.
 
Thanks for helping outSincerely, Freeman [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.
I am still waiting for my refund though. 
Sincerely, Esther [redacted]

Complaint: [redacted]I am rejecting this response because:
 
This is a drop in the bucket and not a resolution. The agent stalled, disrespected and insulted the customer. Flights were reserved and I confirmed minutes later. not hours or days. The email records show this clearly. the other agent couldn't explain why I wasn't offered what I wanted. The manager admitted wrong doing and I never accepted a resolution. I merely stated that I am not going to stop them from doing the right thing. My proposal to them was reasonable, but it was rejected.Sincerely,Tobias [redacted]

Complaint: [redacted]
I am rejecting this response because:first thing I told their agent about I may have problems with the passport , second I checked their site and for the new dates I choose their ticket with 1253$ so the deference it’s 200$ x3 =600$ they asking me to pay 4000 something to my new date. And the option they send me to activate the insurance that not true because they still want charge me 150$ instead of the 250$ . The last thing they took advantage of me not speak well English. And have my friend called Delta airlines and they told him we not have nothing to deal with the ticket all the charges come from the agency . So I’m going to dispute charge with my bank specialy I paid for service I not used and that my right as a customer also like I said I worked day and night to afford this money  even when I’m so sick to make my kids happy and I’m not let no one to take my hard work for free ,thank youSincerely,Borhane[redacted]
I am rejecting this response because:Sincerely,Borhane[redacted]

ITN has investigated the incident. According to records the customer had contacted the agency prior to departure, asking about cancellation. The 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 $568.81. 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.

Our data indicates that $200.00 is the compensation amount agreed to by the customer and the travel agent's supervisor. Refunding the tickets in full as requested by the customer would have been impractical because it would have left the passengers without confirmed seats very close to the departure date.  We apologize that the request was not resolved to the customer's full satisfaction, however the matter was given every consideration and there is no further refund due. Thank you.