International Travel Network

Initial Business Response / [redacted] (1000, 5, 2014/05/06) */ Dear Ms [redacted] Thank you for sharing your experience with us; and we are very sorry for this inconvenience. The agent who assisted you is no longer working with us. Nevertheless, we have sent multiple requests to Eva Airways to make... sure you are seated together throughout the trip. The seat assignments are now all confirmed; and both passengers will be seated together on all the flights. 07 [redacted] - Seat [redacted] & [redacted] 08 [redacted] - Seat [redacted] & [redacted] 18 [redacted] - Seat [redacted] & [redacted] 18 [redacted] - Seat [redacted] & [redacted] For your reference, I am attaching screenshots of these seat assignments from EvaAir.com This complaint can be assumed to be resolved. Thank you very much for your business, and our team wishes you a pleasant trip and a happy honeymoon. ITN Team

Initial Business Response / [redacted] (1000, 5, 2016/02/04) */ The customer purchased the tickets on November 27, to travel in January of 2016, under the condition that they are non-refundable, and changes come with penaltiesThe customer agreed to these conditions on the credit card authorization form and it was also mentioned verbally during the conversationOn December she asked to change the tickets for early March and was quoted a total of $for the changeThat was presumably too expensive, and she requested to cancel the reservation for a future exchange with penalties, sending an e-mail confirmation on December New exchange options were sent sent on December and January 8, at around $eachBut neither were acceptable, and on January 21, a refund request was sent to Air France for an exception policy due to the Ebola cases in Sierra Leone that the customer had reportedThe response came on January that no exception policy is in place, so full fare restrictions must applyThe customer was again informed that the tickets are non-refundable, and the credit with Air France can be used within year of the issued date for travel to any destination serviced by this airline, with the applicable change feesThe fare conditions are set forth by the airline, and ITN has no power to override any restrictionsWe have tried our best to request a waiver, but the airline refusedAs a nice gesture, the ITN fee has been lowered by 80% to a nominal $50, in order to better assist the customerThank you Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/02/14) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Most likely, the bank provided a provisional credit which was later confirmed after a full refund was issued a few days later According to the received information there was an issue at the airport, and the cheagent simply could not locate the booking even having the ticket number Although the cystomer purchased a new ticket with another carrier, ITN will adress this issue to Delta AirlinesWe will advise the customer once we receive any updates Once again, the non-refundable ticket was refunded in full at Delta authorization, which would not be allowed in case there was any mistake done by the travel agency However, the carrier determined that the issue was not caused by the travel agency

What a pleasant surprise! I routinely filled a "Get a Quote" from International Travel Network and two minutes later I get a call from agent [redacted] I was a bit skeptical at first as I had never heard or done business with this company; however [redacted] was so courteous and helpful that before I knew it he had found a great itinerary for my husband and I and two other friendsAND for a most competitive price for the fare with great connections I would recommend anyone reading this to give this business a try

The company knew for a fact that air china cancelled the flight and yet, did not do their best to contact us due to cancellation months agoWe deove hours to get to the airport just to find out that flight was cancelledNo help from this company and did not get a call back after I was promised I will get a call backI will not recommend this company to anyone [redacted]

Initial Business Response / [redacted] (1000, 5, 2014/03/05) */ ITN has looked into this complaint We believe there must have been a misunderstanding at the airport with the British Airways representativeWhen ITN was contacted back in January regarding this incident, ITN agent confirmed with the airlines that the ticket is validHowever, the airlines had marked the ticket as "NO SHOW"Failure to use any of the flights in the itinerary results in an automatic cancellation of all continuing and return reservations and suspension of the ticketWhen we were contacted, we referred the customer to contact the airlines because there was this "NO SHOW" message and we could not exchange the reservations without paying the change penalties The customer was advised on the payment form that after the tickets are issued, any changes or refunds are subject to the restrictions of the fares usedThe airlines strictly follow their policies, and do not permit exchanges or refunds without applicable penalties in case the fare restrictions do not allow itThe airlines determine the restrictions of the fares, and ITN has no power to override these restrictions ITN offered its help by processing an exchange with all applicable penalties, but the customer refused this offer due to British Airways agent mistakeConsidering that ITN could not process exchange or refund without penalties, the passenger was advised to contact that airlines representative who determined her ticket as invalid, because only the airlines can authorize a waiver to exchange the ticket free of charge ITN emailed the passenger [redacted] a reminder of exchange and refund option involving applicable airlines penaltiesAs advised on the payment form, ITN cannot override airlines restriction and process exchange or refund free of charge, unless it is authorized by the airlines We have already inquired with the airlines multiple times as well to grant a waiver to refund this ticket in full without any penalties; however the airlines refused to give out any waivers We are very sorry that the customer had to go through this ordeal; and we will gladly waive our usual refund processing fees but we are not able to override the airlines restrictions Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/03/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept ITN response because this company didn't treat me right in the first when the incident occur I contacted ITN right way advising them about the incident that have occur at the air port They insisted that I contact British air waysI them contacted British air British air told me since I didn't purchase the ticket directly from them I need to get back to ITN to issue me a new ticketI contacted ITN that very day , and spoke to Jamal who told me that he was going to get me a different ticket and my difference on that ticket will be $which I accepted And since them he have not getting back to meI also contacted eddy who was my sales agent and he told me that they were working out a ticket for me but they just cut of all communications I understand all Airlines have rules, I am willing to pay the differences if it is around three and change Final Business Response / [redacted] (4000, 9, 2014/03/21) */ The customer purchased this ticket for travel with Air Canada, and the first leg of the trip was operated by British AirwaysAs indicated by the customer, the British Airways representative at the airport cheinformed the passenger that her ticket is invalidThis must have been a mistake by that particular cherepresentativeWe have made multiple inquiries with British Airways, and all the representatives confirmed tickets were valid At this point, even though it is their cheagent's mistake, British Airways is not able to provide refund to the customer as they are not the validating/main carrier When this mistake happened, we advised the passenger to try to resolve this issue through that British Airways representative who denied her boarding because she could have avoided the change penaltyITN can not be responsible for the mistake made by the airlines representatives because these are beyond our control We emailed the customer on March 5, about her refund and exchange optionsOn March 20, ITN updated the customer with an option to reschedule the flight, which involves only airlines exchange penalty and fare difference Nevertheless, we understand the customer's frustration and we're ready to waive all our processing fees to assist the customerRegarding the airlines penalties, as a good gesture, we are willing to cover $of the airline's penalty as well Thank you Your ITN Team

Initial Business Response / [redacted] (1000, 5, 2015/03/31) */ ITN has investigated this case and our internal records showed the following information: When the customer run a search on our website, in addition to our discounted fares she chose to see lowest Super Saver Fare for her destination Our Super Saver Fare feature is a complement to the search engine and is designed to inform that, though usually more restrictive, lower fares are available for the same destination outside the selected date rangeThis is a way to put on the table an option that one may not have considered, but might work with their scheduleWe have seen so many people benefit from it that we want to make sure travelers are always aware of the lowest fares out there The Super Saver Fare feature is a result of market observationWe have noticed that travelers' budgets have grown tighter and passengers [redacted] ready to significantly alter their travel plans in exchange for a lower fareThis pattern became stronger in the last years as we have seen numerous passengers [redacted] their trips months earlier or later to save on their airfareIn response to this trend ITN has developed a special feature for travelers' convenience, i.eour Super Saver Fare, that would allow users to view the best available price for the destination of their choice at the time they check for availability for a given travel date rangeThis tool is a great means for fare comparison given all the corresponding fare restrictions are provided online and customers can always decide whether the price difference would justify the tradeoff These low fares are negotiated directly with the carriersAirlines are willing to offer us private contracts only if price discounts come with a series of rules and restrictions that cannot be overriddenITN is able to offer prices unavailable elsewhere, but must strictly follow all the terms of the negotiated faresUnfortunately, restrictions cannot be modified or waived As shown online in under corresponding fare rules, this fare comes with a series of restrictions that the traveler has to meet in order to qualify: *ASAP Tickets "Super Saver" is a special economy class fare with advance purchase requirement of days and is based on weekday travel: departures on Tuesdays and Wednesdays, arrivals Monday through ThursdayMinimum Saturday night stay is requiredMaximum travel time allowed is daysThe advertised fares are for individual travel and cannot be used for group travelTicketing is required the same day when the reservation is createdThe fare displayed is per adult person in USD, and includes all taxes, fees and applicable surchargesSome flights of your itinerary may be provided by other airlinesThe fare is subject to seat availability in the corresponding booking inventorySeats are limited and may not be available on all flights and datesFare are available for travel all year round, except June - August and December - January The fare is non-refundable, non-exchangeable, and non-transferableThe fare and its governing rules are subject to change without prior noticeOther restrictions may applyAll displayed fares are pulled directly from multiple Global Distribution Systems such as Apollo and Sabre, and are updated multiple times a day by the airlines through the Airline Tariff Publishing CompanyASAP Tickets has no control over these displayed fares Thus, while the customer wanted to depart on 03/30/and to return on 04/14/15, her request could not match the major restrictions set up by this particular airlines to benefit from this low fare: days advance purchase and days maximum travel timeAccording to the airlines restrictions, it is possible to book this flight only for OctoberThe given quote was shown separately, and it was not a part of the requested search for the desired datesITN travel agent advised the customer that this fare was not available for the requested dates, and he would check for several options, because the fares she could see on the website were based on the availability of the lowest booking classesFor instance, a low fare was offered on our site to travel with Unkrainian Airlines, but there were no corresponding booking class available to match this fareThe agent sent three follow up e-mails to the customer for her exact dates with travel quotes starting $to travel with Turkish Airlines and Aeroflot as these carriers were offering the cheapest seats for the requested dates on that day, and their restrictions could be matched Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/04/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I understand the website has policiesIt makes sense that there are certain requirements in orders receive the cheapest flight faresBut the page did say my specific travel dates at the top of the page with that lowest fare guaranteed priceBecause of the agency not complying, and not giving what they were GUARANTEEING on their website, I reported this is fraudulentThis is advertising because the website had my specified requirements along with the cheaper prices on the page Final Business Response / [redacted] (4000, 9, 2015/04/21) */ On the website, the Super Saver Fare deal is shown separately on the top of the page, while the prices for the requested dates appear below the Super Save FareThe Super Saver Fare is a special negotiated fare, but it has certain restrictions we need to meet and these restrictions can be seen on the disclaimerWe understand customers request specific dates, and from our market observation over the years, we realized that many customers are willing to tweak their travel plans to meet the conditions of this Super Saver Fare We have recently sent another quote for $564.36, but this fare is available only for travel during FallThe ITN agent has already sent the attached travel quote for $to the customerPlease kindly contact your agent if you would like to get this itinerary booked We understand that our customers would like to travel only on the desired dates and at the lowest rates, however ITN has no control over the availability and restrictionsWe thank you for your kind understanding Final Consumer Response / [redacted] (4200, 11, 2015/04/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company should not be guaranteeing specific dates with discounted prices if they are not willing to honor them

The transaction was courteous, prompt with a very good attention to details

Initial Business Response / [redacted] (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 itAn option was sent on 11/22/and two more options in two daysOn every quote there was an option to travel to ManilaThe 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 formThe 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 CebuBoth the travel agent and the customer made a mistake in this situationITN followed the customer's request to provide cover a cost of connecting flight, and he received a $refund as a reimbursement for the following expenses to transfer to Cebu from Manila: Philippine Airlines ticket $71.20, extra kg for $although the customer said he will take only kg over the allowed kg free limit, a taxi transportation which is about $Thus, instead of the calculated approximate $minimum required amount the customer was given $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 CebuAll fares to Cebu for the chosen dates with United Airlines are more expensive This case can be considered resolved Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/12/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) This complained was filed before the $partial refund and complaint resolved

Initial Business Response / [redacted] (1000, 5, 2015/04/02) */ ITN has gone through our internal recordsThis case can be considered RESOLVED The customer called and requested a flight from [redacted] to [redacted] He mentioned he had called before and the previous agent had offered him a straight flight from [redacted] to [redacted] for $The customer wanted to travel with Philippines AirlinesThe agent explained that he could find an option going from [redacted] to [redacted] for $more (it was the price per ticket for the domestic flight)Thus, the customer talked to two different agents regarding different routings, and finally he purchased international flighs for $1,total ($per ticket) and domestic flights for $total ($per ticket) ITN agents offer their assistance not only with the air tickets, but also with meal, seat, whealchair assigments and etcWhenever the airlines allow to assign a seat free of charge, then ITN agents can do it at customers requestHowever, not every seat can be assigened free of charge, and especially the exit row seats to have an extra space, which were asked by the customerThe ITN agent said he would check with the airlines, but we found no given confirmation that the seats were assigned and confirmed All our agents are trained to obtain passenger [redacted] on the phone to create reservation, and they ask the customers to spell their namesOn the purchase forms filled out by the customer in the Passenger [redacted] section he was advised of the following: Check your spellingTraveler names entered below must match exactly the names on the government-issued ID that will be used during travel The process of correcting a wrong name on a previously issued ticket is complicated, and many airlines do not allow it at allSome airlines may allow the name correction for a fee, if we can prove that the ticket would be used by the same passengerDouble check the names you provide - this is the best way to avoid inconveniences connected with name corrections No name correction was made by the customer on the forms, and the tickets were issued according to the confirmed name ***It took time for ITN to deal with Phillipine Airlines, and today the name correction was confirmed, and the ticket was reissued to match the name [redacted]

I want to thank [redacted] for all his help in looking for me the cheapest airline pricesHe is courteous and friendly and very informative He is also helping me with hotel accommodation for our layover in Manila for hours Thank you, thank you [redacted] good job and I am so satisfied with your service

We are sorry to hear that the passenger's travel plans were affected due to an erroneous mistake by the airport cheagentThe reservation was ticketed and confirmed by the airlinesOn 08/27/ the customer was sent a travel reminder with verified itinerary, airlines confirmation number and a valid ticket number As mentioned by the customer, the airlines cheagent could not locate the ticketThe customer received a confirmation from ITN on the phone that the booking was confirmed not only in the reservation system, but also on the airlines websiteWe are open to do a three-way conference call with the passenger and the airline to verify that there was nothing wrong with the ticket numberInternational Travel Network is not the source or supplier of the travel services the customer requested, and acts solely as an agent for the actual suppliers of such servicesThe customer was advised that the suppliers whose names appeared in the information supplied to him were those who were actually responsible for providing the travel services he purchasedThe customer consented to and requested the use of those suppliers and agreed not to hold International Travel Network responsible should any of these suppliers fail to provide the travel services he purchasedThe customer accepted that International Travel Network is not responsible for, nor would he attempt to hold it liable for, any injury, damage or loss he may suffer on account of any conditions, actions or omissions that are beyond its reasonable controlThe original ticket was refundable by paying a hefty airline penaltyHowever, ITN addressed this issue to the airlines and received an authorization to process a full refund without any penaltiesThe fact that the airlines provided a waiver to fully refund ticket can be considered as an acknowledgement of a mishap on their endThis refund may already have been posted on the customer's account Furthermore, [redacted] may provide the ticket receipt and other documents for the second ticket purchased through [redacted] , and ITN can submit a complaint to the airlines that due to cheagent's inability to locate the ticket number the customer had to purchase a more expensive ticket

Initial Business Response / [redacted] (1000, 6, 2015/08/18) */ Thank you passing [redacted] concern. ITN has not found any records of tickets issued for this customer. However, it is true that we have more strict policies towards unaccompanied minors traveling alone. Based on the customers' feedback,... it seems our agent made a mistake in not informing the customer from the beginning about our policy on unaccompanied minors. We will gladly refund the extra wire fees charged as a result of this misunderstanding. As a precautionary step, we will send an internal memo to remind our agents about our policy on minors. However, we noticed that the reservation for the customer has been canceled. If Ms. [redacted] decides to book with us, please contact [redacted] and he will get this wire fee waived. In regards to the price changes, it is true that we cannot guarantee the prices even if we hold the seats. By holding the seats, we are literally just holding the seats but airlines reserve the right to change the prices anytime. In general, many airlines change their prices several times per day sometimes they can become lower, or they can become higher. In all our price quotes, we clearly state that the fares are not guaranteed until tickets are issued. Attached is a screenshot from a competitor of ours, where they also state they cannot guarantee the fares until they are issued. Once again, thank you Your ITN Team

Initial Business Response / [redacted] (1000, 5, 2014/09/08) */ ITN has investigated this case and found that Mr. [redacted] contacted us while he was still at the airport. The customer explained that he was directed to the wrong terminal by an airport staff. While listening to the call recording... between the customer and ITN agent, no proof was found that ITN agent also advised the customer to go to the terminal 1. Moreover, none of our paperworks mentioned that that the customer should go to "Terminal 1". All our paperworks state "Terminal I", which is the International Terminal. All the information displayed on our paperworks are directly pulled from the airline systems (e.g. terminal information, baggage allowance, meals, aircraft type, etc); and the information on our forms were all correct. Please find attached some of the screenshots of our paperwork, where it states the terminal information: Delta Air Lines DL [redacted] OPERATED BY [redacted] Terminal Information: DEPARTS SFO TERMINAL I This information clear says about the terminal I (international). It was an unfortunate mistake that the airport staff directed the customer to go to Terminal 1 when it was an international flight operated by KLM Airlines. ITN shall not be held responsible for the wrong information provided to the customer at the airport. The customer authorized a total $2,258.06 exchange penalty, which includes the fare difference and exchange penalties and fees. However, ITN understands the customer's frustration over this misunderstanding. And as a good gesture, we are willing to refund $400.00 back to the customer. Please kindly contact [redacted] @itncorp.com to process this refund. We thank you for your kind understanding, Your ITN Team Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/09/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) While I appreciate ITN gesture of a $400 refund, I do not think it's a fair deal. I think a good gesture starting point would be at least half of the fees and penalties I had to pay to re-book the flight, $1129. The frustration and pain of transporting my family back to Sacramento and back to the airport again, coupled with a 6 hour delay at the airport and worse of all, another 8 hours or so layover at Amsterdam was unbearable. Can any of the ITN staff imagine going through this agony with three kids, the youngest of which was 3 years old? All the terminals at SFO are numerically numbered from 1 to 3, not alphabetically. If an airport staff whose job is to know all the areas of the airport cannot decipher what ITN meant on its itinerary it produced, how can a customer decipher it? Final Business Response / [redacted] (4000, 9, 2014/10/07) */ We fully understand the frustration and inconvenience you and your family had to go through. It must have been a nightmare! All of the data displayed on our correspondences are directly pulled from the GDS ("Global Distribution System"), and these data are given by the airlines. Attached is a screenshot with the GDS information. It is very odd that someone at the airport would knowingly advise you to go to Terminal 1 when your flight is clearly an international flight this is especially unacceptable if this was coming from a KLM check-in agent! It is clear that the representative provided misleading information. Having said this, this is the first time we've experienced this problem although SFO is among our top 5 departure points. We understand the frustration you must have experienced because of the airport representative; which is why we are willing to subsidize $400 of this loss. Unfortunately, $1129 is too much loss for us to absorb. We kindly ask for your understanding. Please email [redacted] @itncorp.com and he will assist with your $400 refund. Your ITN Team Final Consumer Response / [redacted] (4200, 11, 2014/10/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) It's ironic that as a profit-making business, you cannot absorb half of the penalty I have to pay through no fault of my own. How do you think it makes me feel paying almost $2,300 from my credit card I'm still struggling to pay off. I'll understand if the fault were my own. I did exactly what I was supposed to do and I still had to endure this because of a simple mistake ITN made on the form. When I spoke with the ITN agent when I was not able to board, I pleaded with him to put me on a different flight to my destination however, it seem he was adamant on charging me the late payment even though I explained to him exactly what was going on, and that the problem was not my own.

Initial Business Response /* (1000, 5, 2015/06/02) */
The customer ordered four air tickets through ITN to depart on 05/27/and filled out a credit card formOn the form the customer was advised of the following information 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 staySome countries may require a visa and/or a health cardIt is passengers' responsibility to have all necessary travel documents in possession at check-inPassengers *** need to verify visa requirements for all stops, as some countries may require a transit visaTravelers connecting between or transiting via airports within the European Union Schengen Zone may need a Schengen Entry visaITN agents do not advise passengers ** visa requirementsPlease contact the embassy or consulate of the country you are going to visit or transit through to get up-to-date requirements
The customer clicked the following check box:
"I have read and understood the above and acknowledge here by that AirConcierge shall not be liable in case of denied boarding due to passport ** visa issues."
Once we received the authorization form from the customer, we issued the tickets and we sent her a Ticket Receipt Confirmation email, where again we stressed on the fact that it is the customer's responsibility to make sure they have all the necessary documents for travel
A couple days prior to customer's departure, we also sent a Travel Reminder email which again contained the Travel VISA disclosures
Thus, the customer was advised on three different occasions that they need are responsible for any VISAS
The terms and conditions of the purchase (including non-refundable fare rules) have been clearly spelled out both verbally and in written form, and the cardholder acknowledged and agreed that the tickets are non-refundableThese fare restrictions are set forth by the airline, and ITN has no power to override the fare restrictions
The customer confirmed the itinerary and conditions on the card authorization formThe tickets remain non-refundable by American Airlines rulesHowever, ITN is working on the best solution for the customer, and has sent a request to the carrier to allow rerouting of these tickets free of penalty for the new datesITN will also waive all its processing fees
We will contact the customer in a few days once we receive an answer from the carrier
Initial Consumer Rebuttal /* (3000, 8, 2015/06/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We were not entering London/UK hence do not ASSUME that we needed VISA to even get on a plane going via LondonFor instance if you are visiting India via Dubai/Singapore or any other countries you don't need any VISA as long as you are NOT entering the country but just connecting to next plan
We did have Visa for US and India, but did not have one for London and hence could not get on the plane
The agent who was booking to tickets knew about the circumstances and the tickets were booked months in advance so IF she had even mentioned once that - hey, London has a special requirement of getting a transit visa - even if you are not going to visit the countrythen we would have SURELY got that visa doneIn fact I did called her and other agents multiple times to see if I can extend my stay in London as my hold in London was hours and I would rather extend to 2-more days and get out in London to visit around - at that time I do understand I need a visa
When we talked with American Airlines we were VERY clearly that the agency is responsible to inform us about special visa requirement in LondonTypically we are required to have VISA for destination country and not the country via which we are flying - with exception of 6-countries in world
We finally endbuying a new ticket with a different agency who did ask us to first question about visa instead these guys did never ask me
I have requested manager to contact me to discuss the issue over the phone - however I have YET to receive any updates from them
I was at airport for hours without any update from the agents - I don' feel like I was even treated right
They have a GREAT excuse about getting info from carrier, however I called American Airlines once and spent minutes on phone to get a solution and responses to all my questions, I am not sure why the manager is taking FOREVER to get an update from them
They initially lied to me about my ticket restriction that I can ONLY fly via AA and via London, however AA confirmed that I can use those miles to fly anywhere in world including US as along as I use it within yearI still haven't heard this from ITNI don't think they care about their customers money AND also their concern about travel
Final Business Response /* (4000, 10, 2015/06/29) */
Every company may have its own rules, and it is up to consumers to accept them or to decline and to choose another vendorITN has already provided a copy of the visa restrictions on the payment form, which states:
"Some countries may require a visa and/or a health cardIt is passengers' responsibility to haveall necessary travel documents in possession at check-inPassengers *** need to verify visa requirements for all stops, as some countries may require a transit visaTravelers connecting between or transiting via airports within the European Union Schengen Zone may need a Schengen Entry visaITN agents do not advise passengers ** visa requirementsPlease contact the embassy or consulate of the country you are going to visit or transit through to get up-to-date requirements."
ITN also advised the customer in written form that "Non-U.Spassport *** should contact the embassies or consulates of their destination and transit countries to obtain entrance requirements."
The information that "Travelers connecting between or transiting via airports within the European Union Schengen Zone may need a Schengen Entry visa" was also provided and highlighted on the purchase confirmation and on the travel reminder
ITN has verified on how American Airlines notifies the customers about visa requirements when they book tickets directly with themOn the attached file we copied the whole booking process, and no information is provided regarding visas
Thus, while an American Airlines agent assured the customer that ITN as a travel agency was supposed to advise him of the visa requirement, we do not find that they provide this information on their end during the booking process after providing information that the passenger ** not a US citizenThe only found information is provided separately on the carrier's website on the Visa/Immunization Information page:
"In addition to a passport, some countries require a visaA visa is an entry by the authorities of a country in a passport ** other travel document to show that the bearer may travel to that countryIn some cases a visa may be issued as a separate documentVisit these sites to help you prepare for your tripNote: Passengers *** in possession of valid international travel documents for the destination country and/or transit points will be denied travel."
The customer can deal directly with American Airlines or advise ITN of his new travel dates and the routing to receive a quote on exchange details

ABOUT MY TICKET THAT I PURCHASE ON JULY TO FLIGHT ON DECEVERYTHING WAS LOOKING UNTIL MY DAUGHTER WHO HAVE SCOLIOSIS HER DR, SCHEDULE AN OPERATION FOR NOV, I CALL THESE PEOPLE ON SEPTO TELL THEM THAT I HAVE TO CHANGE IT FOR ANOTHER DAY ,MIND YOU THE SELL PERSON WHO SOLL US THE TICKESHAD US BUY AN INSURANCE WHEM HE SOLD US THE TICKETS, TOSSING BACK AND FORTH THE FLIGHT THEY HIT WITH PENALTIES ,FEES IN WHICH I MENTION I HAD BOUGHT AND INSURANCE THAT THE SELL PERSON REQUESTED THEY TOLD TO TALD TO CUSTOMER SERVICE THAT THEY WILL HELP( IT HAS BEEN A REAL NIGHT MARE ) WHEN I ASKED THEM TO SPEAK WITH THEIR SUPERVISOR THEY ARE ALWAYS IN A MEETING ,I REALLY THINK? THAT THE ANSWERING MACHINE THAT GREET YOU IS VERY JUMPY AND SCRACHY THIS COMPANY IS A hOME BASE OPERATION THEY ONLY COMUNIQUE WITH EMAILS THEY NEVER PUT YOU TO TALK TO SUPERVISOR I REALY FEEL THAT THEY ARE A CON BUSINESS NOT REPUTABLE SINCE THEY HAVE YOU TAKE INSURANCE BUT THE ONLY,ONLY THING THEY MEMORIZE IS THE TERMS,FEES AND CONDITIONS TO TAKE YOUR MONEY FOR THEIR COMMMISIONS

My agent was very helpful and knowledgeable'

I purchased a ticket for my daughter and called to confirm and told me there would be a change of airport for my daughter and I was so worried and asked if it could be cancelledMy daughter can not change airports out of the country by herself they were so eager to help and rearrange her flights without a cost I am so happy with this company and working with *** helping me find the best flight for my daughter and keeping it in her price range Thank you ITN!

Initial Business Response /* (1000, 5, 2014/05/15) */
Dear Mr ***,
Thank you for sharing your feedbackI am the director at ITN and I would be glad to address your concerns
Based on the request information you provided, it looks like you ran a search on our web site and inquired
about the lowest quoted price - our Super Saver FareAs shown online in under corresponding fare rules, this fare comes with a series of restrictions that the traveler has to meet in order to qualify
Our Super Saver Fare feature is a complement to the search engine and is designed to inform that, though usually more restrictive, lower fares are available for the same destination outside the selected date rangeThis is a way to put on the table an option that one may not have considered, but might work with their scheduleWe have seen so many people benefit from it that we want to make sure travelers are always aware of the lowest fares out there
The Super Saver Fare feature is a result of market observationWe have noticed that travelers' budgets have grown tighter and passengers are ready to significantly alter their travel plans in exchange for a lower fareThis pattern became stronger in the last years as we have seen numerous passengers move their trips months earlier or later to save on their airfareIn response to this trend ITN has developed a special feature for travelers' convenience, i.eour Super Saver Fare, that would allow users to view the best available price for the destination of their choice at the time they check for availability for a given travel date rangeThis tool is a great means for fare comparison given all the corresponding fare restrictions are provided online and customers can always decide whether the price difference would justify the tradeoff
These low fares are negotiated directly with the carriersAirlines are willing to offer us private contracts only if price discounts come with a series of rules and restrictions that cannot be overriddenITN is able to offer prices unavailable elsewhere, but must strictly follow all the terms of the negotiated faresUnfortunately, restrictions cannot be modified or waived
Moreover, these negotiated fares are only available over the phone, as airlines strictly prohibit the direct online sale of these faresAirlines prohibit travel agencies to sell these online because it would cannibalize their own online sales through their websitesWe would be more than happy to offer you this price if you could tweak your travel plans, so that the advance purchase time, maximum and minimum stay requirements are metWhether you change your travel dates to get a lower fare, or you would rather look further only into fares available for your specific dates, we stand ready to assist you with finding and booking the right itinerary for you
I am very sorry about the itinerary you were offeredI have looked at the options myself and this price is not available in August for the lowest priceThis is largely because August is high-season; this is when most travelers return from their summer break
For the price of $CAD, you would need to depart on September 12thThe return date can be pretty flexible as there's a good availabilityHere is a tentative schedule:
AF *** 12SEP *** - *** 735A 1120A * FR
AF *** 12SEP *** - *** 155P 415P * FR
*** 12SEP *** - *** 940P 1145P * FR
*** 14OCT *** - *** 950A 328P * TU
AF *** 14OCT *** - *** 640P 800A+* TU/WE
AF *** 15OCT *** - *** 140P 705P * WE
The flight itinerary here is very good, and the longest layover here is about hours only, and there is no overnight stops or change in airportsIf this option would work with you, please call us back and look for *** (***@itncorp.com)*** is a manager here, and he will assist you with booking this option
Once again, thank you for sharing your feedback and we look forward to assisting you!
Your ITN Team
Initial Consumer Rebuttal /* (3000, 7, 2014/05/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Well when I used your website I indecated that I need to travel between Aug to Sep and your website gave me the price of $CADPlease don't suggest dates for me other than the once I'm looking for
Final Business Response /* (4000, 14, 2014/07/03) */
Dear Mr ***,
Attached you can find a screenshot of this option to remove Super Saver Fares
Please contact ***@itncorp.com, and he will assist you with your inquiryIf the website now shows a $price, then we have the dealAll we ask is some flexibility as those seats are more limitedFrom experience, there is a very good chance these seats are available on travel during September
Thank you,
Final Consumer Response /* (4200, 11, 2014/06/10) */
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Initial Business Response /* (1000, 5, 2014/05/05) */
Dear Mr ***,
Thank you for sharing your feedback
Based on the request information you provided, it looks like you ran a search on our web site and inquired about the lowest quoted price - our Super Saver FareAs shown online in
under corresponding fare rules, this fare comes with a series of restrictions that the traveler has to meet in order to qualify
Our Super Saver Fare feature is a complement to the search engine and is designed to inform that, though usually more restrictive, lower fares are available for the same destination outside the selected date rangeThis is a way to put on the table an option that one may not have considered, but might work with their scheduleWe have seen so many people benefit from it that we want to make sure travelers are always aware of the lowest fares out there
The Super Saver Fare feature is a result of market observationWe have noticed that travelers' budgets have grown tighter and passengers are ready to significantly alter their travel plans in exchange for a lower fareThis pattern became stronger in the last years as we have seen numerous passengers move their trips months earlier or later to save on their airfareIn response to this trend ITN has developed a special feature for travelers' convenience, i.eour Super Saver Fare, that would allow users to view the best available price for the destination of their choice at the time they check for availability for a given travel date rangeThis tool is a great means for fare comparison given all the corresponding fare restrictions are provided online and customers can always decide whether the price difference would justify the tradeoff
These low fares are negotiated directly with the carriersAirlines are willing to offer us private contracts only if price discounts come with a series of rules and restrictions that cannot be overriddenITN is able to offer prices unavailable elsewhere, but must strictly follow all the terms of the negotiated faresUnfortunately, restrictions cannot be modified or waivedThis is why neither the agent nor his supervisor were able to offer the Super Saver Fare for the requested travel dates
Moreover, these negotiated fares are only available over the phone, as airlines strictly prohibit the direct online sale of these faresAirlines prohibit travel agencies to sell these online because it would cannibalize their own online sales through their websites
We would be more than happy to offer you this price if you could tweak your travel plans, so that the advance purchase time, maximum and minimum stay requirements are met
Whether you change your travel dates to get a lower fare, or you would rather look further only into fares available for your specific dates, we stand ready to assist you with finding and booking the right itinerary for you
Your ITN Team
Initial Consumer Rebuttal /* (3000, 7, 2014/05/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi, unfortunately this does not satisfySuch "Market Research" is highly misleadingWebsite does not clearly underline these facts that you've stated, and that clearly seems intentionalI saved a screenshot in case neededThere are also other incorrect assertions e.g"Fully accredited and bonded by Revdex.com, IATAN & ARC"All this in my opinion does not count towards ethical practice
Anyway, I am not in a position to alter my travel plansIn case you're unable to satisfy, I'll simply need to skip my travel altogether
Final Business Response /* (4000, 9, 2014/05/30) */
Dear Mr***,
We are very sorry to hear we cannot assist youI have taken a look and these prices are available for some travel dates in SeptemberPlease contact us if this would work for you
The proper disclaimers of this Super Saver Fare are disclosed in the asterisk next to the price
From our experience, a lot of people who call us tend to be flexibleMany different markets tend to have different travel seasonality; and these are things that the average customer would not knowOur search tool is able to inform the customers what would be the lowest price if they were flexibleFor instance, we have customers who initially ask to travel in the end of August, which tends to be high season for most markets, but our search engine would be able to give them a much better price if they were able to depart in early September
Thank you very much for your understanding,
Your ITN Team
Final Consumer Response /* (4200, 11, 2014/06/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Nothing to accept here
The "*" thing and the fine print in an obscure location with small font in grey color is clearly meant to deceive using information
There are also other incorrect assertions e.g"Fully accredited and bonded by Revdex.com, IATAN & ARC", that is clearly false
Just a waste of my time