International Travel Network, LLC

Records indicate that the customer did not purchase an insurance, but rather ITN's Ticket Protection Plan, which among other things covers flight delays.
The conditions that the customer agreed to prior to purchase clearly state that the original claim must be made "not later than 12 hours after...

delayed flight arrival to the destination airport" as well as that "written documentation from the airline confirming the delay and its duration" must be presented.
Since these two conditions were unfortunately not met, the customer's claim had to be rejected.
ITN understands that the customer went through an unpleasant experience and would like as a one time exception to reimburse the $238.90 cost of the Ticket Protection Plan.
The customer is invited to contact our Customer Service department and approve of the refund.

Initial Business Response /* (1000, 5, 2015/12/31) */
ITN is sorry to hear that the customer's travel plans were affected by this unfortunate situation which happened at the airport. This is why ITN strongly recommends on all documents to be checked in at least 3 hours before departure, so the...

passengers [redacted] have enough time to pass [redacted] and not to miss a flight in case of some unforeseen delays before they reach the boarding gates.
Generally, most airlines are willing to assist the passengers ** such situation and rebook their tickets at the airport. Probably, the reason was the advance purchase to reissue this ticket, thus the customer would need to pay a fare difference in addition to the airlines penalty.
While booking the ticket, she added to her purchase ITN Ticket Protection for $50.00. On the form she was advised that ITN Ticket protection is not an insurance policy, and that ITN does not provide or sell travel insurance. One of its benefits is a waiver of $250 ITN processing fee for any exchange. Airline penalties and fare difference might apply. ITN addressed this situation to the consolidator, and the advance purchase restriction was waived, thus the customer paid only the airlines exchange penalty without the fare difference. Ticket Protection was also used to cover the consolidator reissuing fee when the customer filled out the exchange form on December, 23.
We consider this case as resolved after the customer used her Ticket Protection and received a new ticket which has been already flown.

Complaint: [redacted]I am rejecting this response because:
I was told by ITN that I would not get a refund from them until I allowed them to charge my card again.
I spent many phone calls with ITN, and was always told the same thing
 
[redacted] did give me a refund based on the fact that the ticket was refundable, and the reason for cancelling was due to document issues.
Sincerely,[redacted]

ITN has investigated the customer's complaint.There was an apparent miscommunication between the customer and one of our representatives, and the booking was left active due to no clear authorization from the customer to cancel it.Nevertheless, ITN recognizes that the customer service representative...

should have been clearer on the repercussions of a no-show and the necessity to cancel in advance, and has covered the $600.00 airline no-show penalty.The customer paid only $1234.20 ($600 change fees + fare difference) of the total $1834.20 due, which is exactly what it would have cost had the booking been canceled prior.The tickets were re-issued on May 15th, 2016, and successfully used the next day.We regret any inconveniences caused and hope this incident does not affect the customer's trip in any way.

ITN has conducted an investigation and concluded that indeed due to a misunderstanding on our agent's side, the customers were booked to the wrong Fayetteville.
Immediate measures have been taken to refund the customer the $439.65 charged to re-issue one of the tickets. The refund is due in...

3-10 business days.
Several options have been offered to replace the second ticket free of charge, and the situation will be resolved as soon as the customer settles on one of them.
We would like to apologize to the customers for any inconvenience and assure them that any error on the travel agency's end was purely unintentional.
The customers will travel as intended and will not pay more than initially agreed upon.

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 3-10 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.

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 Airlines. The 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.

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,
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is somewhat  satisfactory to me. I would like ITN to know that because it took them so long to resolve this issue, it ended up  costing me a lot more money in the difference of the airfare and because of that I will not use them again!Sincerely, [redacted]

The refund of $351.20 had been processed as promised. We would like to apologize for any delay. The funds should be posted within the next 3 to 5 business days to the card holder's account. If the customer has additional questions or concerns he is welcome to contact our customer support team for further assistance.

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, [redacted]

Initial Business Response /* (1000, 5, 2015/12/28) */
On 10/06/15 the customer ordered an air ticket through International Travel Network. Before the ticket was issued, the ITN agent walked him through all details of the itinerary and drew his attention to the fare restrictions.
While filling...

out the form the customer added to his purchase ITN Ticket Protection for $50.00. It is a special service designed for exchanges and refunds. He ticked the following check boxes to finalize the purchase:
I agree that my card will be charged the above total amount
I am aware of applicable rules, conditions, restrictions and / or penalties
Yes, I would like to add Ticket protection to my purchase. I confirm that I have read, understood and agreed with the Terms and Conditions.
The service, i.e. the restrictive electronic air ticket, was duly provided exactly as requested.
On all ITN outgoing documents the customer was advised of the following conditions: "If fare rules allow refunds and/or exchanges, a $250.00 ITN fee per ticket 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"
On 11/30/15 the customer contacted ITN and inquired of his options. He was sent a follow up e-mail with information regarding $250.00 airlines exchange penalty and $300.00 airlines refund penalty. $250.00 ITN processing fee was waived due to conditions of the purchased $50.00 ITN Ticket Protection plan. The customer complained that this was not the information received by the agent, and he should not pay these penalties. On the payment form he read and confirmed the following terms and conditions of this plan:
"100% refund of fully unused tickets for traveler(s) hospitalized at the time of scheduled departure.
50% refund of fully unused ticket for traveler(s) unable to take their trip due to sickness.
Exchange free of charge partially used tickets for traveler(s) hospitalized at the time of scheduled return. ITN Exchange fees waived for all travelers unable to take their trip for any reason. Airline penalties and fare difference might apply. ITN Ticket protection is not an insurance policy."
ITN investigated this case and found that at the moment of the purchase the agent advised the customer of a full refund due to medical reason and of exchange free of charge with only applicable price difference. ITN honored that the agent did not mention the airlines penalty to be paid in addition to the price difference although the customer confirmed this condition on the form. Thus, he chose to exchange his ticket by paying only applicable $45.20 fare difference, and $250.00 [redacted] exchange penalty was covered by ITN instead of the customer. He filled out the exchange form on 12/03/15 and received a new ticket to depart on 12/14/15.
On 12/08/15 he contacted ITN again and asked for his options. He was again advised of applicable $300.00 refund and $250.00 exchange penalty, and this time of $250.00 ITN processing fee. ITN explained to the customer that he had already used Ticket Protection, thus $250.00 ITN processing fee applied, and in any case he could not ask for a full refund due to medical reason because his relative was sick, but not the cardholder. The customer replied that it was unfair that he could not receive a full refund or a free exchange as he considered that he purchased an insurance, while on the payment form he was advised that Ticket Protection is not an insurance and ITN does not sell insurance.
On 12/24/15 ITN sent to the customer a call recording with the discussed conditions of ITN Ticket Protection as a proof that he was never given an information he could claim a full refund for a reason not related to his medical emergency.
The ticket can be refunded with applicable $300.00 [redacted] refund penalty.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
To whom it may concern ,
This reply doesn't mention any information of my multiple requests to connect me with the supervisor ,which I did from beginning ,when an issue arise .
So if my reply would be executed from beginning an issue would be resolved ,but non of the agents of the company did anything to help me out with that .
This is a main reason for my complaint .They mention in there explanation ,that they honored that the agent did not mention the airlines penalty to be paid in addition to the price difference ,if I knew that I would never buy the ticket from them.
This is exactly what I wanted to discuss with the supervisor and I didn't want to exchange my ticket for the knew one ,I just wanted to cancel it .
None of the agents gave me an option to discuss this subject with the supervisor ,this is why I'm not agree with the payment I did to this agency ,since I never used any of tickets and in addition didn't get any service from them from beginning to the end .
Also at the time of my cancelation they had planty of time to resale them to somebody else .
What I've got from experience with the ITN ,that they didn't want to help me out from beginning to the end ,all they wanted is my money ,but didn't want to give me anything in exchange .

Final Business Response /* (4000, 9, 2016/01/19) */
The customer contacted ITN with a request for an air ticket, and he received this service once he was provided a purchase confirmation with the ticket number. ITN is not the one setting the fare conditions. Airlines are the ones setting the conditions, and they are the ones dictating whether the fare is refundable and/or exchangeable and how much it would cost to exchange and refund (if possible). ITN is only following these conditions and has no power to override them. When the customer purchased the tickets, he authorized the purchase by filling out a Credit Card Authorization Form. In this form, he agreed to the fare conditions.
The airlines do not care if you decide to cancel it 72 hours before departure or 1 month departure, you still need to follow the fare conditions. ITN does not have the power to override these conditions.
The customer mentioned that he would not buy this ticket would he have known that the airlines penalty should be paid in addition to the fare difference. This is a regular condition on all type of air tickets, and customer also agreed to this on the Credit Card Authorization Form.
The customer was advised both verbally and in written that the ticket is non-transferable, thus it cannot be resold to someone in order to avoid paying any kind of penalties.
While the customer is stating that he was never given a possibility to talk to a supervisor to discuss his situation, on December 2 he talked for 25 min to Customer Service Manager, who is the head of department. As a result of this conversation ITN covered $250.00 airlines penalty since the agent did not fully disclose the Ticket Protection conditions on the phone and exchanged the ticket on the following day. Perhaps the customer did not realize that he talked to the manager. When the customer wanted to change the ticket one more time, his Ticket Protection had been already used, and the customer refused to pay $250.00 airlines penalty according to the fare rules.
ITN offered its assistance to the customer, but to cover the airlines exchange or refund penalty every time for any kinds of voluntary requests is beyond ITN responsibility and obligations.

As per the previously completed investigation, there was indeed a technical error that prevented the schedule change notification from being sent on time.Measures have been taken to eliminate this error from the system permanently.We do apologize profusely for inadvertently marring customer's vacation, and have already processed a full refund of the ticket and Ticket Protection, on April 12, in full accordance with your request. Please be advised that it usually takes from 3 up to 5 business days to receive the funds.

Initial Business Response /* (1000, 5, 2015/09/10) */
On 07/25/2015 Ms. [redacted] ordered an air ticket for her mother through ITN. Before the ticket was issued, the ITN agent walked the customer through all details of the itinerary and drew her attention to visa and travel document requirements....

The customer agreed to the following condition on the Authorization Form:
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 was duly provided exactly as confirmed on the payment form.
On 08/02/2015, an automated travel reminder was sent for the upcoming trip from [redacted] to [redacted] on 08/06/2015. The passenger [redacted] the ticket to travel to [redacted] and she was denied boarding on 08/26/15 on her return flight due to no Canadian transit visa as she is a citizen of [redacted]. During the phone conversation, the travel agent also advised the customer to make sure she has all the needed travel documents before her travel, such as up-to-date passport [redacted] any Visas if needed because ITN is not responsible for denied boarding due to lack of travel documents.
On the following day, we sent a follow up e-mail with the applicable exchange fees (130 euros United Airlines exchange penalty and $250.00 ITN processing fee). The cardholder refused to pay the applicable exchange fees and stated again that it was the travel agency mistake although we informed the customer verbally and in written that we are not responsible for travel documents.
On 09/07/2015 ITN sent the customer the call recordings, and as a good gesture, we offered to waive our processing fee if she would like to proceed with the exchange.
The ticket is non-refundable, and it is also partially used. Therefore, refund is not possible.
While we understand the customer's frustration, the customer was advised on many different occasions that some countries may require a Visa and/or health card. It is the passenger's responsibility to have all necessary travel documents in the possession at check-in. In the event of non reconfirmation, or visa/passport [redacted] ITN shall not be responsible for denied boarding.
Attached are some screenshots where we advised the customer about Visas/Passports:[redacted] Authorization Form (Customer agreed/acknowledged this by clicking on the "I agree" box)
2. Ticket Receipt
3. Travel Reminder
Initial Consumer Rebuttal /* (3000, 7, 2015/09/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is pure fraud.. She knew , we could not go through canada. yet she proceeded to take my money..
Final Business Response /* (4000, 9, 2015/10/01) */
The customer has been advised in written that International Travel Network is not the source or supplier of the travel services she has requested, and acts solely as an agent for the actual suppliers of such services. She has been advised that the suppliers whose names appear in the information supplied to her are those who are actually responsible for providing the travel services she has purchased for her mother.
Passengers [redacted] have different types of travel documents and be citizens of different countries. ITN agents do not advise on visa requirements, and this is stated on the payment form.
We've also listened to the conversations, and there was not a discussion about the passenger's nationality. When the customer agreed to buy the option offered, the agent did mention to the customer that she should double check she has all the travel documents in place, such as a valid passport [redacted] travel Visas.
In fact, it is the same case if the tickets were purchased directly with the airlines, where the passenger [redacted] study information on the website in the corresponding section regarding visa requirements. Therefore, on the ITN form there is a special section regarding Visa / Passport [redacted] Once again, the form states:
ITN agents do not advise passengers ** visa requirements. Please contact the embassy or consulate of the country you are going to visit or transit through to get up-to-date requirements. In addition, passport [redacted] visa information may be obtained by contacting the Travel Advisory Section of the U.S. State Department at [redacted] or by visiting the State Department's Web site at www.state.gov. Non-U.S. passport [redacted] should contact the embassies or consulates of their destination and transit countries to obtain entrance requirements.
Final Consumer Response /* (4200, 11, 2015/10/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
every SINGLE AIRLINE.. HAS A WARNING.. FOR ANY CUSTOMER TRYING TO BUY A TICKET VIA CANADA.. EVERYONE.. INCLUDING KAYAK, EXPEDIA, DELTA.. EVERYBODY.. SHOWS A WARNING VERY CLEARLY EXCEPT THIS FRAUDULENT COMPANY THEY HIDE THAT INFORMATION ON PURPOSE..!

Complaint: [redacted]I am rejecting this response because: A refund won't help as the fare is double what is was when we requested the four seats.  This is an error by an inexperienced rep who admits fault.  Sincerely,[redacted]

In reference to complaint number [redacted].
This matter is NOT resolved. I agreed to give them more time to investigate why I was not issued my plane ticket's only. I am requesting a refund and as yet have received nothing.
 
Respectfully yours,
 
[redacted]

The company has contacted me and is working to resolve said issue. Half of the issue will be resolved as of this date, 03/31/16. I am not happy that they could not resolve everything, but they will not budge. My next resort at this time is to contact [redacted] Airways to see if they will issue some type...

of refund.

ITN has investigated the complaint.
According to records, the customer was repeatedly advised prior to purchase that there were only 2 seats available at the proposed price level.
The other 2 passengers would either have to pay the higher fare, or take the next available flight that took off 2...

hours later. Two 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 4 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.

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,
[redacted]

According to our records, the ticket issued by ITN was perfectly valid for the entire trip. The itinerary was booked and confirmed all the way through.
ITN is currently working with the involved airlines to find the root of the problem of why the customer wasn't allowed to use the international...

flights. Signs point to a technical issue in the carrier's system that ITN could not possibly have foreseen.
We would like to thank the customer for his patience and assure him that ITN will get in touch with the customer with a resolution as soon as possible. The customer can rest assured, because we will make sure this is refunded. However, please allow us some time to get this resolved with the airlines.