International Travel Network, LLC

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

The travel agency would like to apologize to the customer for any delays that were in part caused by conflicting information received from the airlines.
We would like to assure them that any tardiness in the responses given by our agent was completely unintentional.
The tickets are...

currently in the process of being re-issued to include the extra seat, so the the trip should be a comfortable one.
The customer will not be charged more than was agreed upon, and the agency will cover the difference.
ITN greatly regrets any inconveniences the customer may have encountered.
Additional training will be provided to the travel agents to avoid any similar situations from happening in the future.

Hello, this is the email response that I got from ITN today. After carefully reading it I realized that the did not mention our previous agreements that we had. Also am am wondering why they had not replied to me all this time until you got involved. I 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]

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 posted. This 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.

Initial Business Response /* (1000, 5, 2015/05/13) */
We have looked into this case, and this is related to a refund request from January 2014. We were not able to finalize the refund process because we had to charge the refund penalty first in order to process the refund. Unfortunately, the...

customer did not have enough funds for us to charge.
We have not heard back from the customer since then. By air ticket rules, all tickets are valid within 1 year since the date of issue, and the deadline to process a refund on this ticket was November 20th 2014. At this point, this ticket has no more value; however, we'd be happy to contact the airline to request a waiver to do an exception.
ITN is willing to waive its processing fee to assist the customer, but we will need the customer to send us medical proof of inability to travel last year so we can submit this to the airline for a waiver exception.
For the past week, we tried to reach the customer via phone and email, but we were not able to reach Mr. [redacted]. Mr. [redacted] should contact [redacted]@itncorp.com for further assistance on this refund request.
As of May 13th 2015, we have yet to hear back from the customer.
Initial Consumer Rebuttal /* (3000, 12, 2015/06/23) */
My case has not been resolved. ITN requested for my medical doctors note. I got the note and emailed to the [redacted] on May 26, 2015. I have called and sent emails trying to find out the status of the case. Any time I called I goes to his voicemail and I do leave message asking for the status. I have still not received any communication regarding this case. My case has not been resolved. Please do not close it. Thanks!
Final Business Response /* (4000, 14, 2015/06/29) */
We have finally received all the documents needed to process the refund.
This week, we are sending out a check for $660 for the refund.
This case can be considered resolved.

Initial Business Response /* (1000, 5, 2015/12/29) */
ITN has investigated this case.
Our records showed that the ITN travel agent discussed with the customer regarding a room for the overnight stop in Doha. The agent confirmed this with a representative from Qatar Airways, and therefore,...

advised the customer the same.
The agent asked the customer to provide his passport [redacted] to have the room booked for his flight. And when the agent called back Qatar Airways, he spoke with another representative and he was advised that no room could be provided because the customer had an American Airlines codeshare flight operated by Qatar Airways, which was not noticed by the previous Qatar representative.
Generally speaking, ITN is not responsible for inaccurate information provided by the airlines. However, since we passed [redacted] information to the client, ITN will cover this mistake by the airline. The customer has been reimbursed $200.00 to pay for the room in Doha.
This case can be considered to be resolved.

Initial Business Response /* (1000, 5, 2015/04/17) */
Our records show that the customer filled out the refund form on 03/27/15 and agreed to refund fees and penalties of $743.90, which was processed by ITN on 04/01/15 once the customer had available funds on his account. While 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 processed. On 04/03/15 ITN e-mailed the customer in the morning that as a good gesture, we were willing to refund $325.00 out of $743.90, while the airlines penalty could not be lowered since ITN has no control over the fare rules and applicable penalties. However, as we can see on the same day the customer filed this complaint with Revdex.com.
$325.00 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 $200 charge from ITN, but this is the total ITN charge for all the passengers ** avoid charging small amounts per every ticket. On the same form the customer has been advised that "If fare rules allow refunds and/or exchanges, a $250.00 ITN fee will be charged to process any refund and/or exchange request. This 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 fees. Unfortunately, the customer declined this option and agreed to the applicable restrictions of the ticket.
This case can be considered resolved.

ITN has investigated the customer's complaint.According to e-mail and phone records the customer had contacted ITN on October 17th, 2016 asking for information on the re-booking options of the restrictive ticket she had purchased.A quote with the applicable $300 change penalty and $100 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.

Initial Business Response /* (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 it. An option was sent on 11/22/15 and two more...

options in two days. On every quote there was an option to travel to Manila. The 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 form. The 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 Cebu. Both the travel agent and the customer made a mistake in this situation. ITN followed the customer's request to provide cover a cost of connecting flight, and he received a $300 refund as a reimbursement for the following expenses to transfer to Cebu from Manila: Philippine Airlines ticket $71.20, 26 extra kg for $151.92 although the customer said he will take only 17 kg over the allowed 10 kg free limit, a taxi transportation which is about $5. Thus, instead of the calculated approximate $150 minimum required amount the customer was given $300 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 Cebu. All fares to Cebu for the chosen dates with United Airlines are more expensive.
This case can be considered resolved.
Initial Consumer Rebuttal /* (2000, 7, 2015/12/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This complained was filed before the $300 partial refund and complaint resolved

ITN has investigated the customer's complaint.
According to our records the customer was transporting a scooter that was detained by security officials in order to remove its potentially dangerous battery.
The Ticket Protection Policy that the customer has purchased covers luggage that has been...

lost or delayed due an airline error, and it needs to be reported to ITN within 24 hours of arrival at the destination.
The scooter does not fall under that category and the customer did not report the delay on time, so her claim was rejected as per the Terms and Conditions of the Ticket Protection agreed to prior to purchase.
We would like to apologize to the customer for any inconvenience and can offer her a refund of the $59.45 Ticket Protection refund as a one time exception.
However in regards to the Ticket Protection Plan coverage, no additional compensation is due.

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 3-10 business days so they will be able to book a new ticket on their preferred routing and airline.

The customer's contact information was provided to the travel agency via a request submitted on our web-site. We 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 bought travel protection and cancelled my trip by telephone with [redacted]., and told her I planned to travel at a later time. I have a copy of  an email giving me a telephone number ###-###-####. I could use for cancellation.  I therefore request the telephone records of my conversations with [redacted]. in October and December. Thank you.  
Sincerely,
[redacted]

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 $99.00 it cost to assign the seats.
Additionally ITN will refund the $70.00 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.

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 penalty. That is a total of $778  that they want to withhold from the amount that we paid. The reason why we canceled the flight was because we were told we do NOT have any other choice. Furthermore, 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 refund. This agency has caused us embarrassment during the entire time we were at the airport and could not check in. We 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 investigation. I 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 back. All this time they laughed at us and made fun of us before we filed a complaint to Revdex.com. We do not accept anything less than our full refund for both tickets which is $2733.53. I have made our decision clear to the agency when they contacted us 3 days ago. The customer service agent [redacted] said they will discuss this further and call us back and I have not heard anything from them ever since. 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.
Please be informed that I got the refund 
Minus the penalty of $[redacted]
Thank you and appreciate your action.
Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: The agent from the travel agency called me and told me that the fee charge for $317.80 had been removed.  He called again the next day and asked me if I would please call  the Revdex.com and tell them that the issue had been resolved. I called my VISA company and they said that the contested charge was still in place because they had not heard from the travel agent company. So issue has not been resolved.
Sincerely,
[redacted]

As a result of our investigation, we found out the following.A refund of $583.16 has been processed on April 10th, 2017. That credit is due on the original form of payment within 20 days of that date.The customer is likely looking for the credit on the card the he used to pay the agency fee of...

$54.25 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.

Complaint: [redacted]I am rejecting this response because: the business stated they would reimburse me $393.00 for part of the incident. They deposited $395.00 into my account and then took $10.00 back out. This leaves me $8.00 short of what they promised me. I reached out to the agent that  I was working with and could not get any response. 
I also do not agree with the charge for [redacted] flight, that this also could not be refunded. This flight was missed because of weather. Weather canceled all flights, so all our flights were not made that day. My companions that I was flying with did NOT have to pay again for the [redacted] flight, so this is not their policy as the ITN agent stated to me.Sincerely,[redacted]

To date have not received the refund $351.20 as promised by International Travel Network that they will refund immediately. Please help me this issue.Thank you so much