International Travel Network, LLC

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]

Hello, this is [redacted]. I write this letter because the ITN has refused to leave up to the agreement that we had. I have tried to get in touch with them on the 8/10/ 2016 ,9/27, and 10/1/2016 to book my flight but to no avail. On 10/1 they sent a generic letter saying that the agent that should help me was on vacations till 10/3. I have still not heard from them till today. My travel date is 11/7/-11/21/. I have less than a month to make my plans and they are holding me up. I have also called the keep on transferring me to this same agent with no result.I have decided that I no longer want to deal with them and want my full refund. Please help get in touch with them.Sincerely, [redacted]Sent from my iPad

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is considered closed. They could have informed me of the money that would be deposited onto my credit card, at the time it was done.
There lack of communication is a problem. I am not satisfied with the complete issue. I still believe the second ticket should have been refunded, but they will not budge. Really sick of stating my case to people who will not listen!!Sincerely, [redacted]

We regret to hear that the customer's experience with us was not a pleasant one. We have every desire to address the customers needs and provide the best solution available to resolve the issue as soon as possible.ITN Corp sells discounted airline tickets based on the private contracts we have with...

multiple carriers. The majority of the tickets are non refundable and we do our best to communicate it to our customers before the purchase.The customer agreed to the terms and conditions of the ticket which were disclosed on the payment form. The form stated "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 in addition to the Airline penalties".In this particular case, the booking is refundable less the applicable fees. As a part of the refund procedure the Airline penalty is deducted from the ticket price and the ITN fee is charged on the day the refund is processed, this was communicated to the customer in the email with the refund breakdown and on the refund payment form.However, as a good gesture, we'd be glad to refund the ticket only against $200.00 [redacted] refund penalty. The customer should contact us at his earliest convenient to authorize the refund.

We would like to bring our apologies to the customer for the created inconvenience. We greatly regret the incident and are taking additional measures to cover these situations in more detail during agent training.The customer's contact details were removed from our database and he won't receive...

calls or emails from our company any longer.

The unsubscribe button is located on the bottom right of every promotional e-mail. Unless the customer got a direct e-mail from from a live travel agent, in which case a reply to the agent with an unsubscribe request would have been necessary.
There have not been any issues reported with the unsubscribe feature, but we would like to apologize to the customer if that is what happened.
In regards to the fare quote(s) received, the price depends on the current availability as loaded into the system by the airlines. This information is posted on the web-site in the disclaimers that contain all the restrictions applicable to the lowest fares for a chosen routing.
If the customer requires any additional information, they are welcome to contact ITN 24/7 by phone or e-mail.

Once the customer agreed to purchase the ticket, our agent sent a Credit Card Authorization Form to the customer to fill out. After 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 name. However, the bank refused to confirm this information without the card holder on the line. Regrettably 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 basis. Most airlines file their fares with the Airline Tariff Publishing Company. These file updates can occur several times a day. The airlines manage their seat inventory through their reservation systems. In 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 flights. ITN cannot predict the fare value nor can it guarantee that the airlines will not release cheaper seat inventory. Once 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 $100.00 discount toward their next travel on any of the unpublished fares that ITN has to offer.

We are glad to hear that the passenger received the refund of the ticket. The case will be closed accordingly. If the customer needs further assistance he should feel free to contact our Customer Support Team and we will be glad to assist him.

ITN has investigated the customer's concern and has established that the customer was advised prior to purchase of the fare restrictions. The ticket was sold as non-refundable, non-exchangeable, non-transferable and non-reroutable. The customer agreed to these terms by submitting the credit card...

authorization form.The change penalties themselves are fixed, and do not depend on the cost of the ticket. The airline's penalty is exactly $275.00, as per the fare rules below:CHANGES                                                    ANY TIME                                                    CHARGE USD 275.00/CAD 275.00 FOR REISSUE/REVALIDATION.       NOTE -                                            A CHANGE IS A DATE/FLIGHT/ROUTING/BOOKING CODE CHANGE.The agency processing fee comes in addition to the airline penalty, however we are willing to make a one time exception and waive it completely, so that the customer pays only $275 airline penalty plus any applicable fare difference.The non-refundable restriction is established by the airline and ITN has no influence over it, so regrettably a refund of anything other than the $206.86 taxes is not possible, as per the fare rules below:  CANCELLATIONS                                            ANY TIME                                                  TICKET IS NON-REFUNDABLE.                                 NOTE -                                                  FARE COMPONENT IS NON-REFUNDABLE          -----------------------------------------------    REFUND OF UNUSED TAXES FEES AND CHARGES PAID TO   THIRD PARTIES PERMITTED. ASSOCIATED CARRIER   IMPOSED CHARGES WILL NOT BE REFUNDED.              The customer is invited to contact ITN's customer service to complete the exchange or cancellation process prior to departure.

Complaint: [redacted]I am rejecting this response because:. There was no unsubscribe button, the website does not have the unsubscribe function or it wasn't working because I have tried that method and the website gave a n error.  Take responsibility, don't blame the customer.  Also, false advertising was given, fare quoted was not the cheapest.  Sincerely,[redacted]