International Travel Network

*** was great best experience I ever had

I had a great experience with International Travel Network in making my flight reservationThe agent was very courteous and knowledgeable, he helped me immensely

Initial Business Response /* (1000, 5, 2014/08/29) */
Dear *** ***,
We are very sorry for the inconvenience you and your family had to go through
You contacted us to purchase tickets to *** *** *** *** on February 22nd for travel on July 5th and returning on
September 3rd
Back on *** 2014, *** *** was still operating to *** However, due to the recent Ebola outbreak, they were forced to cancel many of their flights to *** ***
The cancellations of the flights are outside of our control; and we are just an agent for the airlinesOn the authorization form, you agreed to the following terms:
"I understand that International Travel Network is not the source or supplier of the travel services I have requested, and acts solely as an agent for the actual suppliers of such servicesI have been advised that the suppliers whose names appear in the information supplied to me are those who are actually responsible for providing the travel services I have purchasedI consent to and request the use of those suppliers and agree not to hold International Travel Network responsible should any of these suppliers:
Fail to provide the travel services I have purchased
Fail to comply with any applicable law
Engage in any negligent act or omission that causes me any sort of injury, damage, delay or inconvenience
I accept that International Travel Network is not responsible for, nor will I attempt to hold it liable for, any injury, damage or loss I may suffer on account of any conditions, actions or omissions that are beyond its reasonable controlI understand that I may purchase travel insurance to cover certain risks inherent in travel such as supplier bankruptcy and the inability to travel due to a medical or personal emergencyInternational Travel Network does not provide or sell travel insurance."
The Ebola outbreak was unfortunate and unexpected; and this was no one's faultNevertheless, we totally understand your frustration
After going back and forth with *** *** they finally provided us with the waiver for the partial refund on your unused return ticketsOne of our Customer Support representatives have already arranged the refund process with you, and the refunds have already been processedYou should expect the funds back to your credit card anytime
Thank you very much for your understanding and we wish you a safe and pleasant flight back home,
Your ITN Team
Initial Consumer Rebuttal /* (3000, 7, 2014/09/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
ITN clearly misrepresented the facts, no one had made any arrangement with meA message was left on my cell phone by *** I called ITN and spoke to ***, whom I informed that I wanted to be refunded the full amount of the tickets*** told me that a Manager will be looking into that and if I needed immediately resolution to send an email to customer supportI send an email to support but I am yet to hear from anyoneI did realize that ITN has deposited refunds of half of the purchase price for the tickets into my accounts, but I never agreed to this
I didn't get any assistance or responses to my enquiries from ITN to dateI had made numerous phone calls and spoke to *** multiple times with empty promises*** always promises to call back but never doHe promised to forward my concerns and complaint to management but I did not hear from any managerAll these promises were meant to get me off the phoneITN refused to help me until I contacted the Revdex.com for assistanceITN credited my account without letting me know and without my agreement to their offerThis is clearly not good customer service or good business practice
The tickets I bought from ITN showed a return date of 9/but despite the Ebola outbreak there was no scheduled flight from the *** for *** *** on this dayThe tickets I bought to bring back my family cost me more than what ITN is refunding meI strongly feel that ITN is solely responsible for my predicament and ITN caused me to spend more money to bring back my family to the USA
I am appealing to ITN to provide me with a good customer service and good customer experience and refund me the original cost of the tickets
I hope to hear from ITN
Final Business Response /* (4000, 9, 2014/09/22) */
ITN has investigated this complaint and did not find numerous conversations with ITN agent ***
The first call was received on 08/12/and Mr*** talked to agent *** from Schedule Changes departmentThe customer explained his situation with the canceled flight on 09/03/and that he contacted the airlines, but received an answer there were no flights till 08/29/The customer needed to bring his family back home earlier, between August - Mr*** said he got no clear answer from the airlines regarding his option and was told that he should contact his travel agency (ITN) to have new tickets issued or to get a partial refund (said after 4.XX XXXXXXXXXX)Agent *** explained that these tickets could be rescheduled by ITN only to fly on the same carrierAs an example, if you an item from Safeway, you won't be able to get an exchange for the item in TargetThe flights were booked on *** *** and exchange is ONLY possible with *** *** *** found an option to depart on 08/21/2014, but there was a long layover in *** and it was not convenient for the customer, so customer declined
On 08/13/Mr*** called from another number and talked to *** who game him earlier his direct line number*** said that the options were to reschedule these tickets with a long layover or to request with the carrier to provide a partial refund*** mentioned the carrier could possibly provide a free hotel accommodation in *** for the long stopover, but Mr*** refused this option as he did not want his family to leave *** airport
On 08/15/Revdex.com received this complaint from the customer who wrote: "I want ITN to refund me the total amount it's costing me to bring back my family $9, 085.90"
On 08/16/Mr*** called ITN and talked to a customer service agent as he could not reach *** The agent explained that it was Saturday, and *** would be at his desk on Monday as his regular business hours are Monday through Friday am to pm PSTThe agent explained to Mr*** that he works in Customer Service, while *** works in Schedule Changes, and these are two different departments dealing with different requestsThe agent confirmed the same information as *** ITN could not exchange his tickets for his family to travel on a different airlineHe also tried to explain that the customer purchased his tickets THROUGH our agency, but not FROM our agency
In our previous reply we already mentioned the information provided on the credit card authorization form, which the customer agreed and acknowledged:
Liability Waiver
I understand that International Travel Network is not the source or supplier of the travel services I have requested, and acts solely as an agent for the actual suppliers of such servicesI have been advised that the suppliers whose names appear in the information supplied to me are those who are actually responsible for providing the travel services I have purchasedI consent to and request the use of those suppliers and agree not to hold International Travel Network responsible should any of these suppliers:
Fail to provide the travel services I have purchased
Fail to comply with any applicable law
Engage in any negligent act or omission that causes me any sort of injury, damage, delay or inconvenience
On 08/25/*** tried to reach Mr*** on all three numbers, and left a voice mail regarding a partial refund option and asked to call him back
On 08/27/Mr*** reached *** on the phoneITN agent agent explained that a partial refund depends on the airlines, and it can be only half of the amount he paid, because his tickets are partially used, and he cannot have a full refund*** advised the customer to send an e-mail to ITN with his concerns, as Mr*** considered that a manager should be involved to have a decision that he gets a full refund (at ITN's expense or the airline's)
ITN sent a request to the airlines, and a partial refund was authorized by the carrier
Schedule changes are beyond our control as the middle man, and we always try our best to find the best solution possible for our customersIt should be noted that on our paperwork, we do suggest customers to purchase Travel Insurance to cover certain risks inherent to travelMost travel insurance policies do cover unforeseeable situations like this
Final Consumer Response /* (4200, 11, 2014/09/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The above explanation is not completely trueInitially, *** told me that ITN couldn't do anything and that I should contact the *** *** never offered a flight for 8/He had mentioned 8/with a long layover of more than hours in ***, but without hotel accommodation and that I needed to find my way to *** *** for the connecting flight to *** as *** wasn't coming to the *** I really wish that ITN and especially *** would explain the facts truthfullyI have no reason to lie about what happenedFrom the onset, ITN were avoiding responsibility and all the promises from *** to call me back never happenedNo one from ITN called me back throughout the whole ordeal, except once and this was after I have escalated my problem to the Revdex.com, and to both NY senators Schumer and GillibrandI bought the tickets in good faith to travel to The *** and back to the USThe flight scheduled for 9/was not cancelled by Arikair but that there was no flight scheduled at allThis mistake is ITN's and Arikair, therefore I strongly believe that ITN and Arikair should take ownership and satisfy my request as good and responsible customer service
As noted in ITN's responsibility statement, all things happened in my case
Fail to provide the travel services I have purchasedTHERE WAS NO FLIGHT SCHEDULED FROM THE GAMBIA ON 9/3, YET THE TICKET HAD THIS RETURN DATE
Fail to comply with any applicable lawTHEY SOLD ME NONE EXISTING RETURN DATE
Engage in any negligent act or omission that causes me any sort of injury, damage, delay or inconvenienceTHE DAMAGE TO ME WAS THAT I HAD TO PAY MORE MONEY TO BRING MY FAMILY BACKIT CAUSED ME MORE MONEY OR TRAUMA

I found the agent ***, to be quite extraordinary She was competent, courteous, patient, and extremely helpful She got me the best price for my trip, which was complicated I am going on a tour and there are five inter-country flights besides the international over-seas flights I had wanted to fly business classShe checked numerous airlines for me I had to hook up with the tour, so I needed a flight that would land about the same time as the tour itinerary She was great! She also is trying to arrange a bulkhead seat for me She put in a special request She advised me what to do and what not to do! once, she was not available and I spoke to a Gideon instead He was also very helpful I would definitely recommend ASAP Travel Company

Initial Business Response /* (1000, 5, 2014/05/19) */
On April 15th 2014, Mr*** contacted ITN to book an air ticket to ZurichMr*** filled out a Credit Card Authorization Form to authorize the purchaseOn the form, the customer authorized a $ITN non-refundable service
fee
The terms and conditions of the purchase have been clearly spelled out both verbally and in written form, and the customer consented to them before transactingMr*** confirmed the itinerary and the fare restrictions on the credit card authorization form and entered into a binding contract with ITNThus the service, i.ethe electronic air ticket, was duly provided exactly as requested by the customer; hence ITN charged its service fee
Mr*** later asked to refund the ticket, and it was credited back in full at no penalties, but the non-refundable service fee remained non-refundableITN has reviewed this case, and as as a good gesture will the non-refundable service fee has been credited back to the customer
Initial Consumer Rebuttal /* (2000, 7, 2014/05/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)

All the agents I spoke are really nice and courteousThey really spent all lot of their time and effort on me on getting the best deal and most convenient travel for meThey even got me a hotel for my layover with a few extra of courseOver all my experience with them is superbI'd like to thank *** and my first agent (***?)

Initial Business Response /* (1000, 5, 2014/04/10) */
On April 8, the customer contacted ITN and purchased an air ticket for her son to depart on the next day and to return on December 9, The return portion of the ticket was not canceled before departure and the airlines marked
this flight with a No Show noteOn December 11, the customer was emailed about it and advised that the ticket currently had no value due to the no-show status on them, but if she had any attenuating circumstances that ITN could present to the airline, we would gladly negotiate a waiver of that restriction on her behalfOn January 9, ITN received a reply to that email saying that the passengers *** not able to fly on that date due to colds and sickness of the entire family on different times, and that they would like to be scheduled for the next week
On February 7, ITN received an email with a doctor's note for the customer's sonITN sent a request to the airlines on the passenger's behalf, and emailed the customer on February 10, that the airlines allowed exchange of the ticketThe customer inquired for the new travel date to be on February 15, and there were no available seats to process exchangeThus ITN reserved the last seats on February 14, but the customer could not use that option and asked to cancel that optionOn February 11, the customer let ITN know she was dealing directly with the airlines to reschedule the flight for February 16,
The airlines did not process exchange, and the customer contacted ITN on February 17, to reschedule the flight for the next dayFor that day there were no economy seats available, and the customer was advised these economy seats were available only on March 11, the earliestIt was cheaper to purchase a new one way ticket on a different airlines
On March 26, the customer contacted ITN at 4PM PDT and requested to reschedule the flight for the end of March 2014, which was involving again a high fare differenceOn March 27, the customer contacted ITN and asked to book her son on April 8, There was no fare difference to be paid and ITN reserved the seats and sent an exchange formThe customer filled out the form and the ticket was exchanged
Thus, while the customer filed her complaint on March 26, the ticket was exchanged on the next day
It should be noted that ITN has no power to override the fare restrictions or fare differenceThe price of the tickets mainly depends on the availability - the scarcer the supply the higher the fareThe customer was initially booked on the lower booking classes; and these booking classes were not available for the dates the customer requested
Initial Consumer Rebuttal /* (3000, 7, 2014/04/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
That is absolutely not true
I have made several calls to them, prior and after every email messages and was ignored several times, thats why, I decided to buy another ticket from different airline company for my other son so he can leaveBuying a new ticket is cheaper than using the ITN unused ticket, due to the charges after charges they charge to us, despite of the fact that the reason why my son cannot leave on that date is he was sick
When I called United Airlines, They advise me to tell ITN to call them at the same time, while am on the other line with ITN, but ITN did not even bother to give them a call, they said that the ITN should call them and allow them to open the reservations because they were not able to open it due to the restrictions of the ticket unless the ITN will give them a call and work with them to access the accountIf they call them, and allow United Airlines do the rebooking we will not end up paying two times of penalties from airline company and ITNUnited Airlines are willing to work with them to avoid additional charges for their clients, but what I have heard from one agent of united airlines that the ITN locked the account so they wouldn't be able to open up and touch our ticket, because ITN wants us to pay them again for rebooking, which is accdg to united airlines it can be avoided, if the ITN allow them to rebook us directly to the UA
Final Business Response /* (4000, 9, 2014/04/25) */
We have re-checked into this transaction again; and Ms *** initially purchased two tickets through ITN on April 8, for her sons to depart April 9, and return on December 9, Both of her sons used the outbound flights, but could not use the return flights
Our initial reply to this complaint was for her son ***, whom we processed an exchange on March 27th, We charged Ms *** the agreed penalty and fee; and processed the exchange successfully*** flew back from *** on April 8, It should be noted we processed the exchange for *** on March 27th 2014, which is one day after the customer filed the complaint to Revdex.com
As mentioned here, Ms *** had two tickets purchased for her sons *** *** and*** ***Both ***'s and***'s tickets were purchased as a "bulk ticket"Bulk tickets are discounted tickets, and they are normally not available for airlines to sell directly to the general publicOn the same token, airlines cannot see the ticket details since they do not have access to the fare level and restrictions of these bulk ticketsIn turn, they are not able to make any changes to these bookings because they are "bulk" tickets
As for***'s ticket, Ms *** inquired about the exchange in February However, the date Ms *** needed did not have any seats available for the same fareIf we insisted on exchanging the original ticket, the penalty and fare difference would have been very high for those datesAnd therefore, our Customer Service representative recommended to Ms *** that it was a cheaper to book a separate one-way ticket from *** to USA
In ITN, we always try to look out for the best interest of our customersIf our goal was to make the customer exchange with us, we would not have recommended that she should book a separate one way ticket because it would have saved her money
Once again, ITN has no power to override the fare restrictions of the tickets; and if the new travel dates are booked on a higher fare, the airlines naturally require us to pay for the fare difference as wellWe are not sure what United Airlines may have told Ms ***, but we have not "locked" the tickets and prevented United Airlines from doing any changes - and nor does ITN have the power and ability to do so
We are very sorry for the inconvenience Ms *** had to go throughAlthough this may not be much, as a good gesture, we would be glad to refund her $back to her credit cardPlease feel free to contact our Customer Service supervisor ***, and he will assist Ms *** with this refund of $
Final Consumer Response /* (4200, 11, 2014/05/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I end up paying my other son's ticket of $One way just to get back to ***And $For my other son *** one way penalty for airline and for ITNAltogether we end up paying $1,for one way ticket, because of their unwillingness to cooperate with United Airlines instructionsUnited Airlines wants them to call UA while at the same time am on the other line, so they can open and access our reservationsThey ignore my call and the UA request to have a conference callIf only they called UA and cooperate to us for a conference call for them to access our reservations (remember its a BULK tickets, the reason why UA cannot access) then we will not end up paying for $1,For both my sons one way ticket to ***On***'s ticket, UA said they have available seat on that date, but sice they cannot open the reservations acct, they also wont be able to give that seat to my son, unless you give them a callWhen I called ITN, they said there's no available seat on that date, so I call UA again and they said there is available but they cannot touch the acct bec its BULK acct, they need ITN to call themMy son*** needs to comeback for his school immediately, and was so dissapppintedSo I had to buy a new ticket one way just to get my son*** back to ***Because there s no assurance of waiting for ITN if they will call or not at UA.And to my other son ***, they kept on pass ** to different operator and agent and hang me half hour, minutes sometimes, minEtcAnd everytime I ask them about te instructions of UA, they hang up the phone, so I had to call again and again and againAnd everytime I call I had to explain again and again the situation because every call means diff agent diff operatorIts kind of drainingAnd seems no one cares to pay call and pay attention to what I was sayingI again call UA and ask them if they can call ITN bec they said no one give them a call from ITNI ask if they can call ITN, they said they dont have outgoing call, they only have incoming calls, and they can accept the conference callTo make the story short, we will not end up paying $1,for both my sons, if they have the customer support or after sale supportIf only they call UA and help them to open and access the BULK account tickets the UA would have the access to rebook usITN choose not to call UA, because they want to make more money, knowing the hardship of their clients, they still have the guts to took advantage of our situations$Is an insult, after all headaches, stress and sleepless nights of thinking how my kids can comeback here, I had to borrow money from a friend just to pay for $1,so I can have my kids back hereITN is greedy, they dont mind about the situations of their clientPeople must be aware of our experience so it wont repeat to them

Complaint: ***I am rejecting this response because:
I got full refund for the first ticket on my own, because of my ATM/Debit/Prepaid Card Claim Reference Number ***, which I submitted to my bank right after my daughter lost her flight (08/31/2016)
The DELTA agent at the airport told us that somebody from ITN had voided the reservation and never rebooked itHe gave us the DELTA's reservation number *** (internal confirmation number) and he told us that there wasn't any ticket even though the ITN agent told us that he could see the ticket on their system
ITN gave us two different e-ticket numbersThe first one *** was given to us through their email on 08/08/The second one *** was given to us through their email on 08/27/2016. The DELTA agent tried a lot of times to find the ticket under both e-ticket numbersI am wondering why the ITN gave us two e-ticket numbers?What was going on?
I don't know who is responsible for all this mess, but I still want to get back the extra money that I spent for the second ticket through ***
I send you the attachment booking confirmation from *** in order to have my money back.Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/01/23) */
Ms*** *** purchased this ticket through us on October 13th She also elected to purchase the Ticket Protection Plan for an additional $73.51, which allows added flexibility to exchanges and refunds due to sickness and
medical emergencies
The Ticket Protect Plan is not an insurance policy, but an upsell to a less restrictive fareHere are the terms and conditions of the Ticket Protection Plan, which Ms*** acknowledged when she elected to purchase this plan:
Refunds: 100% refund of fully unused tickets for traveler(s) hospitalized at the time of scheduled departureThe traveler(s) must provide his/her hospitalization certificate to ITN and cancel the reservation before the scheduled departure50% refund of fully unused ticket for traveler(s) unable to take their trip due to sicknessThe traveler(s) must provide doctor's note to ITN and cancel the reservation before the scheduled departureThe doctor's note must be verifiable and state that the doctor clearly prohibits passenger ** take the trip
Exchanges: Exchange free of charge partially used tickets for traveler(s) hospitalized at the time of scheduled returnThe traveler(s) must provide his/her hospitalization certificate to ITN and cancel the reservation before the scheduled returnIf the traveler misses a trip departure resulting from cancellation or significant delay due to inclement weather or a carrier-caused delay, ITN will exchange the ticket free of any airline and ITN fees provided seats are available in the same booking codeITN Exchange fees waived for all travelers unable to take their trip for any reasonThe traveler(s) must cancel the reservation before the scheduled departureAirline penalties and fare difference might applyITN Ticket protection is an upsell to less restrictive fare that allows refunds and exchanges due to medical reasons as described aboveITN Ticket protection is not an insurance policyTravel insurance is available per customer`s request
Originally, Ms *** booked a roundtrip on Emirates Airlines to India for the dates of November 10th until December 22ndMs *** used her outbound flight on November 10th; and while in India, she contacted Emirates Airlines to postpone her return dates and paid Emirates a total of $
Subsequently, Ms *** contacted us to get this $reimbursedHowever, there was nothing we could do because she already paid $to the airlineMs *** was supposed to contact ITN directly, so we could waive all the fees and penalties if she could provide us the medical documentsAs stated in the terms and conditions above, the traveler must provide the medical documents to ITN and ITN would be the ones to process the exchange
Due to the misunderstanding, we refunded her the $Ticketing Protection Plan she paid
Our goal is always to make sure customers are happy, and we can certainly see where this misunderstanding came fromWe are willing to take this loss and reimburse the $back to Ms ***However, we will need to recharge the $Ticket Protection Plan
Ms *** should contact our CS Specialist Robin to get this reimbursementRobin's email is ***@itncorp.comRobin will also contact Ms *** to get this refund process going
Thank you so much for your kind understanding,
Your ITN Team
Initial Consumer Rebuttal /* (3000, 7, 2015/02/10) */
I have sent my medical certificate from my docter which they have asked to refund my $
Final Business Response /* (4000, 12, 2015/02/24) */
Thank you for sending us the medical certificate
A check was sent out today to *** *** with the owed balanceThe check should arrive in a few business days
This case can be considered RESOLVED
Thank you

*** was very knowledgeable and helpfulThe ticket I bought was in my price range

It took a long time and there were some hoops to jump through, but the prices were $less than going on line with the usual airline sites

Excellent service *** kept me informed throughout the entire booking process Will definitely use them again

Great experience working with ITN to book our flight to Rome; very professional and everything as promisedI was reluctant since it was my first time not using my travel agent, or the Airline website directly but everything was as promised and a great price- win win

I give asap ticket services/ International Travel Network 100% customer satisfaction scoreThe price is reasonable and the agent *** is EXCELLENT!! He was really helpful, informative, reliable, professional,..*** is the BEST agent I've ever to deal with during my past yrs travel booking experience

Initial Business Response /* (1000, 5, 2014/05/16) */
Dear Mr ***,
Thank you very much for sharing your feedback with us
On April 26th 2014, Mr *** *** purchased his ticket from *** ** to *** *** *** authorized the purchase by filling out the credit card
authorization formOn the authorization form, Mr *** *** agreed to the following terms and conditions of the ticket:
Cancellations and Refunds:
Cancellation and refunds before departure not permitted
If fare rules allow refunds and/or exchanges, a $ ITN fee will be charged to process any refund and/or exchange requestThis fee will be collected in addition to the penalties charged directly by the airline and/or recalled by the airline from ITNReservations for tickets to be refunded and/or exchanged must be canceled at least hours prior to scheduled departure - NO SHOW ticket(s) will not be processed for refund and/or exchangeCancellation of reservation does not automatically initiate refundAll exchanges can be made only prior to scheduled departure
After the tickets are issued, any changes or refunds are subject to the restrictions of the fares usedGenerally speaking, discounted fares are more restrictive and in many cases they are non refundable and non exchangeablePlease pay attention to the fare restrictions of your ticketsIf you need more flexibility with your tickets in terms of refunds and exchanges, please consult your agent and request a less restrictive fareAirlines offer a wide range of fares, including those that offer exchanges and refunds without any restrictions and penaltiesThe airlines strictly follow their policies, and do not permit exchanges or refunds 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
Airlines impose their own fare restrictions, and ITN has no power to override any of these restrictionsThe ticket Mr*** purchased is strictly non-refundable
Mr*** *** did purchase our Ticket Protection PlanHowever, this plan would allow Mr *** to refund the tickets only if he were unable to travel due to medical reasonsMr *** was not able to provide us any of thisHere are the terms and conditions of the Ticket Protection Plan:
Refunds: 100% refund of fully unused tickets for traveler(s) hospitalized at the time of scheduled departureThe traveler(s) must provide his/her hospitalization certificate to ITN and cancel the reservation before the scheduled departure50% refund of fully unused ticket for traveler(s) unable to take their trip due to sicknessThe traveler(s) must provide doctor's note to ITN and cancel the reservation before the scheduled departureThe doctor's note must be verifiable and state that the doctor clearly prohibits passenger to take the trip
Exchanges: Exchange free of charge partially used tickets for traveler(s) hospitalized at the time of scheduled returnThe traveler(s) must provide his/her hospitalization certificate to ITN and cancel the reservation before the scheduled returnIf the traveler misses a trip departure resulting from cancellation or significant delay due to inclement weather or a carrier-caused delay, ITN will exchange the ticket free of any airline and ITN fees provided seats are available in the same booking codeITN Exchange fees waived for all travelers unable to take their trip for any reasonThe traveler(s) must cancel the reservation before the scheduled departureAirline penalties and fare difference might applyITN Ticket protection is an upsell to less restrictive fare that allows refunds and exchanges due to medical reasons as described aboveITN Ticket protection is not an insurance policyTravel insurance is available per customer`s request
If Mr *** would like to simply change his tickets to a future date, we would be glad to waive our fees and process the changeHowever, we would need medical proof if Mr *** insists on a refund
As a nice gesture, we have sent a request to the airlines to allow a one-time waiver to process a full refundWe cannot guarantee the waiver would be grantedThis process can take a couple weeks, and we will keep Mr *** informed of this
Attached to this summary are the screenshots of the terms and conditions Mr *** agreed to
Thank you very much
Your ITN Team
Initial Consumer Rebuttal /* (3000, 7, 2014/05/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the company's information of what I agreed toIt is easy to post the proper information after fact, though that is not what was shared when I bought the insuranceI want a full refund, and I do appreciate their offer to contact the airlinesI am willing to wait for this, but I am not closing this complaint as acceptable until I do receive my refund, either from the airline or from the travel agency
Final Business Response /* (4000, 15, 2014/07/02) */
Dear Mr***,
We have listened to the conversation you had with our agent, and the agent never mentioned this is an insurance
Once again, attached is a screenshot of the conditions you've agreed to when purchasing the Ticket Protection plan
If you misunderstood it, we would gladly refund you the cost of Ticket ProtectionHowever, your ticket still remains non-refundableThe airlines set the restrictions on these tickets, and we have no power to override them
Final Consumer Response /* (4200, 12, 2014/06/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When the tickets were purchased and the insurance was offered, the agent said to wait for her call to go over the insuranceShe called right away to go over the insurance with meIt was a quick endeavor, quite possibly so the purchaser does not have time to read it for themselvesThe insurance was explained as insurance in case something happened and I could not goThe fine print/details were not revealedSo, yes, of course I would expect to be refunded for the insurance chargeI still expect to be refunded for the tickets as this is something the insurance was presented as coveringCall it representation or whatever you want, but there is room for legal actionSo again, yes, I would EXPECT a refund for the misrepresented insurance, but I also expect a refund for the tickets

Initial Business Response /* (1000, 5, 2014/07/30) */
Dear ***,
We have investigated into this issueOn March 6th 2014, you booked tickets through us to depart from *** to *** on Air *** departing July 21st and returning August 6th
We have listened to the call
conversations between our agent and you; and our agent mentioned that the seat map was closed for him and he could not do the seat assignments for youOur agent asked you to try calling us again weeks before departure and see if there were any changes; or you could always do it at the airport when you check-inWe did not find any instances where the agent promised he would be able to do the seat assignments
Having said that, we totally understand your frustration on the uncertainty of whether all of you would be seated together - especially when you are traveling with kids!
We, as well, find it extremely outrageous that a lot of airlines nowadays charge extra fees for seating assignmentsA couple years ago, a couple airlines started introducing a fee for checked luggage, and then other airlines followed the same practiceIn fact, some airlines now even charge for carluggageAs consumers, we are on your side that this can be frustrating
Nowadays, airlines are trying to make ancillary profit on all sort of ways possible - whether it is ethical or not - and we have no power to override these policies and rulesAsides from Air Berlin, here are other airlines that also charge a fee for advanced seating assignments:
- Lufthansa Airlines
- British Airways
- Spirit Airlines
- Frontier Airlines
- And several more airlines
I am also attaching some screenshots of these airlines advanced seating policies
From your reservation, we see you have already flown the outbound flightsWe hope you had a pleasant flight and that everything went accordingly with the seat assignments!
Once again, we apologize if we failed short on your expectations but we will do better next timeWe ask for your kind understanding
Thank you!
Your ITN Team
Initial Consumer Rebuttal /* (3000, 7, 2014/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You have to inform the client that you are selling a ticket that will require extra money to reserve seatsI could have bought Lufthansa but the agent told me this airline was cheaper
Final Business Response /* (4000, 9, 2014/08/19) */
Dear ***,
In my previous response, I had attached the advanced seating policy for Lufthansa and they also do charge a fee for certain flights
Our agent offered the best options he was able to find and Air Berlin was the best oneWe have spoken with our agent, and he was not aware that the seat assignments was a "deal breaker" for you, and had he known that, he would have offered other options where advanced seat assignments were guaranteed at the time of purchaseThe seat assignments are beyond our control as it depends on each operating airline
Having said that, we understand your frustration and we would be glad to offer you a $voucher to be redeemed on one of our non-published fares
We sincerely ask for your understanding,
Your ITN Team
Final Consumer Response /* (4200, 11, 2014/08/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When you fly Lufthansa, you can call the airline and book seats over the phone for no chargeIn the case of Air Berlin, this is not possible, if you want to do that you have to payYou need to wait till your are at the airport on the day of the flight, and you run the risk of beign assigned whatever seat is leftActually, that's what happensYou don't need to wait until the client tells you that the seats are important, you are the ones with the knowledge of what you are selling, so you have to tell the client "beware that this is a cheaper fare but you will not be able to call and reserve seats over the phone or online for free, you will have to pay or wait until the day of the flight at the airport and you may not be able to pick a seat"The client can then decide what to doI find that your business is fast in selling tickets, but not fast at all in providing the necessary information for the client to chooseYou need to instruct your agents to check if this is the situation in the flight they are selling and if so advise the client what type of product they are sellingOtherwise you are misleading the client in the type of product they are buyingI realize these are airline policies, but you are selling the tickets and you need to clearly explain those policies to the client

HAve business with ITN for years and has never had bad eperienceThe agents are always hlepfull and prompt

Initial Business Response /* (1000, 5, 2014/03/20) */
Dear ***,
Thank you very much for pointing that outWe are in the process of renewing our accreditation, and Revdex.com has to go through a formal process to verify everything is up to standardsUntil this process is finished, our rating
will not show
However, rest assured that our business integrity remains the sameWe have been a long accredited business with Revdex.com (stated on Revdex.com site):
Revdex.com file opened: 10/04/
Business started: 09/01/
Nevertheless, thank you for pointing this outThis will be reported to the respective departments to have the rating erased until the process is finished
Initial Consumer Rebuttal /* (3000, 7, 2014/03/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Answer from ASAP "Until this process is finished, our rating will not show." Which is not trueIf you visit the website it has the Revdex.com icon with A+ Hover over it with the mouse cursor and a pop up message proudly states they are A+
Final Business Response /* (4000, 9, 2014/03/31) */
Dear ***,
Once again, thank you for your commentsThey have now finished editing the website and the Revdex.com A+ logo is now removed

Initial Business Response /* (1000, 5, 2015/12/30) */
ITN has investigated this case, listened to the numerous call recordings between the customer and the travel agent and looked at the outgoing e-mails with the provided fare quotes
Initially, the customer rrequested a flight from
Cincinnati to Adana, Turkey, departing on December, or The agent asked for how long the customer wanted to stay there and she said "may be a week", depending on price
In all other conversations and sent fare quotes the discussed dates were December, or for departure and December for most options or for a couple of quotes for the return flightThe travel agent repeated on several occasions that the coming back date was on December, When the customer spelled her name to book the chosen itinerary, the agent sent her the booking form and drew her attention to the inbound flight on December,
The customer filled out the form and ticketed the following check box to finalize the purchase:
* I have checked the Itinerary and Flight Information and confirm hereby that it is correct
The confirmed itinerary was ticketed and a purchase confirmation with that itinerary was sent to the customerThe flight was on the following day and she had a chance to inform the agent of any changes in her travel plan or of any discrepancies on the received itineraryThe customer contacted ITN in a bit more than hours before her scheduled return with a request to push back her departureA follow up e-mail with the applicable fees and penalties was sentThere was a high fare difference to be paid for December, in addition to the exchange penalty, and the customer chose to use her return as booked
Thus, ITN did not find any confirmation that the customer was requesting other return date rather than December, Call recordings can be provided at customer's request
Initial Consumer Rebuttal /* (3000, 7, 2016/01/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was also contacted by ITN and told that after they conducted their "personal" investigation and listened to the numerous calls that the agent booked the correct flight and date according to the conversationsHowever, that is not correctWhen I asked the Investigator how many minutes did they listen and how far back did they check the recordings she said it took her a total of hours to listen to the conversations in their entiretyThis is when I knew she was either lying or she listened to a few minutes per conversation and made a quick decisionBECAUSEone of my conversations early on in the daycause remember I have or so phone calls back and forthemails...etcone of my conversations about possibly the fifth time we spokethe agent and I spoke for minutesWe were on the phone for minutesSo how did she listen to "EVERY" conversation in its "ENTIRETY" in less than hoursThat is physically not possibleOne conversation was minutes, another was over a hour longAnd others were lengthy as wellThe company was trying to blow me off and buy time so that they would not have to deal with the return flight since it was days laterAlso, the timing in which I complained is also not accurateImmediately after I booked the flight, this is of course after hours of going back and forth with the Agent on the phone and emailI started before 11AM that day and it went on till almost midnight that night I called and said that he scheduled the wrong dateI yelled saying how did you mess that upFirst, he got the city wrong multiple times (this should have been my sign to not deal with this company at all), then he got finally he got the city right but the departure date wrongIt is all in the recordingsThen the customer service womanShe repeated the date wrong back to me when I was filing a complaint with the companyApparently, the whole company has employees that cannot get the return date correct even when saying it moments before in conversationSo after finally getting the Agent to correct the city, and then departure date, I was exhaustedMy husband told me of the errorI immediately talk to the Agent, I had his direct lineHe said I had to talk to customer service so I called them and also got transferredI spoke to her that same night, December 9th I believe or 10thShe said let me get your number and we will have to look into and call you backShe said it would be daysSo I waited till the 11thI got nothingNot a single phone call, not even from the original AgentHe could have called to follow up and make sure customer service was being handledI got NOTHING!!! So I called on the 12th and was told she was on vacationI called later on the 12th and was told she would be back the next daySo I called back on the 13th to see if I could check the statusAgain, I was told she was on vacationSo this time I had my husband callThey told him that she either left the company or had been fired, I cannot remember but she was no longer with the company since the 10thSo all those days wasted waiting for someone that was no longer with the companyMy husband spoke to a woman who said she would look into and get back with himShe did look into it and she called him backBut this point it was too close to my mother's return dateSo my mother had no choice but to return that dateWe were offered to pay the difference but that would have been so costlyA whole new ticket would be cheaper due to the extra feesThis whole experience was terribleThe terrible customer service, and the back & forth, especially with so many errors, then the investigation (which was clearly a way to buy time to avoid the problem), everythingall of itwas TERRIBLE!!! Their response is so inaccurate
Final Business Response /* (4000, 9, 2016/01/29) */
ITN Compliance listened to all call recordings between the customer and the agent, and as it appeared these were recordings up to the moment when the purchase was finalized and the ticket was provided
A report on the customer's communication with the agency's customer service was received after the customer drew our attention that she had more calls made to the agency, thus ITN sent a request to also check the calls between the customer and ITN customer service agents
The customer indeed contacted us to say that the return date was booked wrong after she received the tickets with the itinerary she had confirmedShe truly believes that she asked the return date to be on December However, no recording were found to prove it, and as previously provided the customer asked to book her return in a week, and she confirmed the outbound flight to be on December while filling out the formThe customer was quoted the applicable exchange fees and penalties to be paid in order to reschedule her flight, which was not acceptable for the customer as she firmly believed that the travel agent made a mistake
ITN is trying to address all customers complaints withing a few days, while most airlines take time up to 2-weeks for a more simple casesUnfortunately, the Compliance department was overloaded with other requests received previouslyOne of CS agents made an effort to assist the customer who was expecting positive results of the investigation in order to have the outbound flight to be rebooked at no costThe agent asked to give her a few hours to listen to the callsAs we found out now, she listened to the available calls up to the moment when the form was filled out, and she advised the customer that when she called ITN, the travel agent asked her for how long she wanted to stay there, and she answered "may be a week, it depends on the price"
We are sorry this situation could not be fully address earlier, before the booked return flight on December However, the dates were booked as confirmed by the customer, and no records have been found that the customer asked for another return dayIn addition, when the customer was filling out the form the agent drew her attention to the inbound date on December
Considering the customer's experience with the initial travel quotes for the wrong city, ITN will refund its service feeAlso, we would like to offer a discount voucher for $that can be used towards a purchase of any private unpublished fare

Sales agent was very patient and took his time to walk me step by step throughout the ticket buying processSo my experience with INT (***) was flawless!