International Travel Network

Very happy with *** the girl in SFHelpful and knowledgeable

Excellent customer service Really great flight and price was really good

Initial Business Response /* (1000, 5, 2015/06/02) */
ITN has looked into this complaint and run through the call recordings between the customer and ITN agent
Here is a transcript of the moment when the customer inquired of details regarding her return flight change:
Customer: I
can just call the airlines and change it, right? Because I know that usually for the return flight they can just change it anytime
Agent: Well, for the return flight there is always a penalty for itIf you gonna make any changes on your flight - there is always a penalty for thatFor the return date
Customer: YesOK
ITN has e-mailed this call recording to the customer

Initial Business Response /* (1000, 5, 2014/12/23) */
ITN investigated this case and found that our agent properly explained to the customer the terms and conditions of the ITN Ticket Protection policy
The conditions are also described on the payment authorization form, on which Mr
*** confirmed and purchasedThe ITN Ticket Protection Plan guarantees "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 departure."
ITN has not received any hospitalization certificate, and as described by the customer, the reason the passenger was not able to travel as scheduled is because of an upcoming medical testUnfortunately, this information does not suffice
However, we understand the customer's situationAnd as a good gesture exception, ITN will refund $at our own expense back to the customer
The remaining $may be refunded by the airlines only when the passenger *** the test result (if the documentation is enough proof that she will not be able to travel due to medical condition)
Under no circumstances ITN agent promised that a full refund can be processed at any time for any reasonThe flight was scheduled to depart on 02/02/15, and according to the customer, the test result should be ready after 01/28/Although Mr*** could wait till this time to find out if he can be granted a full refund, he preferred to process a refund with penalties
We will process the $refundPlease kindly expect the refund to take between to business days
Thank you very much for your understanding,
Your ITN Team

[redacted] was the Agent helping me purchase my ticket. He is very knowledgable with his job, he's calm and patience with all the questions i'm throwing his way and he assured that we received the best deal. He reserved my ticket for me and whenever he says i'll call you back, he makes sure that he calls. He went above and beyond helping out with booking hotel in Dubai for us during lay over and he also reserved seats for us. I will like to recognize him for his hardwork and dedication. I want to say thank you so much for all your help [redacted]. It is a pleasure working with you and I will definately contact you again to book any flights.

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

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

Milton helped to make my experience with International Travel Network as smooth and as easy as possible. He was very patient with me as I was quite indecisive and kept changing my travel dates. He worked diligently to get me a quote with each travel day I proposed. He was great in following up with me to make sure I was well taken care of. I was initially skeptical about International Travel Network since I found them through a general Google search and wasn't exactly sure how legit this business was (with all the online scam stories going on you can never be too sure). Milton did a great job by quickly emailing me a link to their Revdex.com profile so I could check them out. I truly appreciated his quick responses to all my emails and questions. Thank you so much Milton for going above and beyond to ensure that I received the best customer service out there and also making sure I walked away with a ticket for the best price out there.

[redacted] has been a very helpful agent. He was patient and made sure all the needs for my family's traveling were cared for. I had a great business experience. I will definitely use it again in the future.

Good customer service, polite and very helpful

Fabulous customer service!!!

Initial Business Response /* (1000, 5, 2015/01/01) */
We have listened to the call recording between the our agent and the customer.
Before the purchase was finalized and the ticket was issued, our travel agent walked the customer through all details of the itinerary and drew her...

attention to the fare restrictions. The agent advised Ms. [redacted] that nothing is for free in regarding to refunds or exchanges. Exchanges and refunds are only possible with a penalty. Our agent also warned that ITN is not responsible for denied boarding due to passport and Visa issues, and that it's the customer's responsibility to make sure they have all the required documents at check-in.
On the credit card authorization form, the customer acknowledged and agreed that "If fare rules allow refunds and/or exchanges, a $ 250.00 ITN fee will be charged to process any refund and/or exchange request. This fee will be collected in addition to the penalties charged directly by the airline and/or recalled by the airline from ITN". In addition to this, the customer acknowledged and agreed that it's the customer's responsibility to have all the required travel documents; and that ITN is not responsible for denied boardings due to Visa and Passport [redacted] terms and conditions of the purchase have been clearly stated both verbally and in written form, and the customer consented to them before completing the transaction.
Thus, when Ms. [redacted] contacted our Customer Service to reschedule her travel date due to a visa issue, she was advised of $200 airlines exchange penalty and $250 ITN processing fee. The customer had over two months before departure to find out information about visas.
We understand unexpected things happen all the time. And as a good gesture, we offered to waive 50% of our processing fee. Ms. [redacted] did not accept this offer and flew on December 22, 2014. We have checked the booking record, and it seems the customer rescheduled her travel date directly with the airlines.
We understand that our customer may consider that ITN processing fee is unnecessary while they are fine to pay airlines penalty. However, it is a very normal practice for any agencies to charge a fee for services rendered. Exchanges and refunds can be a long process and we have some out of pocket costs to cover as well - which is why we must charge a fee. In fact, most big online travel agencies and many airlines also charge processing fees for all exchanges and refunds.

I promised myself that I'd write this review just so that others will learn from my experience and stay far away from ITN. I booked a ticket with my family to Nigeria for a family vacation. The date we all booked for at first was canceled. We all wanted to travel on the 11th of May. They moved it to the 12th of May. This was okay. I was however doubled charged for the same ticket. I got in touch with the customer care and one of the managers took care of this double charge for me after much back and forth( I had to screen shot both charges on my phone app because they said I wasn't. I had receipts to prove this)
This takes a horrible turn when I noticed that everyone got a "it's time to check in" from Delta airlines and I didn't a day before travel. I looked at my delta app and my itinerary was missing. I called Delta to find out what was happening. They told me to get in touch with Air France which I did. Air France told me that I had a ticket but it has been cancelled so that I need to get in touch with my travel agent. I called ITN to find out what was going on. They told me that I have a ticket all ready and confirmed. I told them that the airlines are saying something else. This was happening the night of the 11th of May.
I finally get in touch with someone in the morning who said she'd figured out what the problem was and that I have been reissued a ticket. She assured me that everything is good to go. Our flight was leaving at 1.40pm on the 12th of May. We all get to the airport around 11am. My family was able to check in but they told me that I still didn't have a ticket and hence they cannot check me in. They told me at Delta counter to get in touch yet again with the travel agent I bought my ticket from. I called ITN and was put on hold for over 30 mins. Remember, I'm basically standing at the counter looking rather [redacted] at a busy airport counter. Everyone in my family gets on their phones to perhaps quicken the process but we were all put on hold because "someone was working on it".
I ended up missing the 1.40pm flight. I have never in my life received the sort of service I did on this day from ITN. NO ONE showed any empathy or concern that my family had to leave on a supposed family trip without me. No " we are so sorry this is happening" or "we are going to make sure you get on a flight today" or even any words of encouragement because I am distraught at this point at the lack of service.
The lady [redacted] that was helping me told me that they were going to find me a flight for the next day instead after saying that they are looking into getting me on a later flight on the 12th. She then told me that either I take a flight the next day or they can just refund me my money. WOW! I was like seriously? You've got to be kidding me! I told her that I wasn't going to leave the airport( at this point, I didn't have a ride or anyone to come get me as my family had just left) until I got a confirmation number so that I can verify that it actually works at the counter before leaving. She told me that they'd find me a ticket for the next day. It'll take about 1 hour or so.
When I got home, I called to find out where they were in the process after well over 1 hour. Asked for [redacted] and they told me that she'd gone home. WOW! yet again. She left for work without even bothering to call me to say oh there where we are or what we've done thus far. etc.
It was around 9pm central time that someone who I was speaking to back and forth finally after she promised to call me immediately she gets a confirmation number( She did not. I had called after waiting for a long while) gives me a confirmation number. I called Delta and Air France respectively. They simply told me that the number isn't working and they didn't have a ticket with my name on it anywhere. Imagine if this was you. You'd already lost out on a day of travel. At this point, I told myself that this simply ridiculous and how I simply cannot count on ITN to provide me a ticket. It was just horrible.
I went on Delta and purchased a ticket for travel on the 13th of May this way I have a peace of mind and assurance of a seat on the plane. This ticket cost me $700+ more.
I get back from my vacation and ITN sends me an email asking why the ticket wasn't used. You gotta be kidding me right? Who in their right mind ignores a cheaper ticket to purchase a more expensive one the day before travel? I go ahead and explain what happened to Letty who got in touch with me. She gives me the spiel of " we are sorry it happened but" now you have to pay a fine for not using your ticket. How logical is this? I asked her if any of it makes sense? Told her to take it up with my CC company as I have filed a dispute with them.
How is it my fault that ITN messed up and I couldn't be found. If you say I have a ticket and the airlines after searching for me on their system couldn't find me. Who's fault is this? Mine? Why should I be penalized for something I had no hand in? Causing me a great deal of distress and more money.
This is the first and the LAST time I'll ever used a travel agent in my life! Never again! I always buy my tickets directly from the airlines and I see why it is best way to go because when things go wrong . They can actually help you instead of getting a third party involved because both Delta and Air France practically dismissed me and told me to go talk to the travel agent as they cannot help me.
Everyone I know I shall keep telling to never do business with ITN. Running a business isn't about selling tickets alone but also providing a service if and when things go wrong. It was appalling to me that a problem I caught early on a day before travel couldn't even be resolved at all. What does that say about you lot? All I want is for my money to be refunded so that I can go away.
The gall to even ask me to pay a fine made ZERO sense to me considering all that they put me through.

We just booked a flight to Italy with this company and to find out that they overcharged us on 2 infants travel. We were charged over $300.00 when in fact the charged should have been $27.50 for a lap child. You will save yourself $$ if you go to the Airline versus this travel agent.

service was great. this is my second ticket purchase from itn. thanks

I want to thank [redacted] for all his help in looking for me the cheapest airline prices. He is courteous and friendly and very informative.
He is also helping me with hotel accommodation for our layover in Manila for 7 hours.
Thank you, thank you [redacted]. good job and I am so satisfied with your service.

I was impressed with the eagerness with which they responded to my request and inquiry about flight tickets.

Initial Business Response /* (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 range. This is a way to put on the table an option that one may not have considered, but might work with their schedule. We 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 observation. We have noticed that travelers' budgets have grown tighter and passengers [redacted] ready to significantly alter their travel plans in exchange for a lower fare. This pattern became stronger in the last years as we have seen numerous passengers [redacted] their trips months earlier or later to save on their airfare. In response to this trend ITN has developed a special feature for travelers' convenience, i.e. our 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 range. This 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 carriers. Airlines are willing to offer us private contracts only if price discounts come with a series of rules and restrictions that cannot be overridden. ITN is able to offer prices unavailable elsewhere, but must strictly follow all the terms of the negotiated fares. Unfortunately, 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 180 days and is based on weekday travel: departures on Tuesdays and Wednesdays, arrivals Monday through Thursday. Minimum Saturday night stay is required. Maximum travel time allowed is 9 days. The advertised fares are for individual travel and cannot be used for group travel. Ticketing is required the same day when the reservation is created. The fare displayed is per adult person in USD, and includes all taxes, fees and applicable surcharges. Some flights of your itinerary may be provided by other airlines. The fare is subject to seat availability in the corresponding booking inventory. Seats are limited and may not be available on all flights and dates. Fare are available for travel all year round, except June 1 - August 31 and December 10 - January 10. The fare is non-refundable, non-exchangeable, and non-transferable. The fare and its governing rules are subject to change without prior notice. Other restrictions may apply. All 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 Company. ASAP Tickets has no control over these displayed fares.
Thus, while the customer wanted to depart on 03/30/15 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: 180 days advance purchase and 9 days maximum travel time. According to the airlines restrictions, it is possible to book this flight only for October. The given quote was shown separately, and it was not a part of the requested search for the desired dates. ITN 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 classes. For 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 fare. The agent sent three follow up e-mails to the customer for her exact dates with travel quotes starting $752.76 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 /* (3000, 7, 2015/04/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I understand the website has policies. It makes sense that there are certain requirements in orders receive the cheapest flight fares. But the page did say my specific travel dates at the top of the page with that lowest fare guaranteed price. Because of the agency not complying, and not giving what they were GUARANTEEING on their website, I reported this is fraudulent. This is false advertising because the website had my specified requirements along with the cheaper prices on the page.
Final Business Response /* (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 Fare. The 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 disclaimer. We 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 Fall. The ITN agent has already sent the attached travel quote for $564.36 to the customer. Please 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 restrictions. We thank you for your kind understanding.
Final Consumer Response /* (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.

Initial Business Response /* (1000, 5, 2015/05/20) */
ITN has checked its internal records. The customer ordered his itinerary on 03/17/15 to depart on 03/24/15.
On the payment form he was advised that "Reservations for tickets to be refunded and/or exchanged must be canceled at least 24...

hours prior to scheduled departure - NO SHOW ticket(s) will not be processed for refund and/or exchange." The customer acknowledged and agreed to these fare restrictions.
ITN also advised him on the authorization form that ITN "is not the source or supplier of the travel services he has requested, and acts solely as an agent for the actual suppliers of such services. He has been advised that the suppliers whose names appear in the information supplied to him are those who are actually responsible for providing the travel services he has purchased. He consented to and requested the use of those suppliers and agreed not to hold International Travel Network responsible.
According to the itinerary, Mr. [redacted] had 5 hours layover in [redacted] to continue his trip to [redacted]. After he missed his flight, he told ITN that he was directed to a wrong gate by an airlines personnel. ITN contacted Lufthansa Airlines and received a confirmation that the flight was operated as scheduled, and the passenger [redacted] simply a NO SHOW. Lufthansa Airlines refused to provide a waiver to exchange the tickets without any penalty.
The customer refers to ITN Ticket Protection plan he activated for $83.80 non-refundable fee. He was advised on the form that ITN Ticket protection is not an insurance policy. One of its benefits is a possibility to request a voluntary exchange and avoid paying ITN $250.00 processing fee, while airlines penalty and fare difference may still apply. In this case the customer was advised that by the carrier rules no refund is allowed on partially used no show tickets as they have no value. However, ITN had a possibility in this case to request an exchange with airlines reinstatement fees. Thus, the customer was e-mailed a few options with $550.00 airlines exchange penalty, $0.00 ITN fee (waived due to activated Ticket Protection) and $4.50 - $62.00 fare difference, which depended on the particular new travel dates.
The customer was also advised by ITN that ITN is not responsible for reimbursing the cost of the ticket from [redacted] to [redacted]. Thus, the customer did not accept and did not confirm his wish to process an exchange of his ticket with applicable airlines penalty and fare difference. ITN reminded Mr. [redacted] that it is the passenger's responsibility to be at the gate enough time before departure.
We are sorry to hear that the customer's travel plan was affected, but ITN should not be held liable for the situation happened at the airport which was completely outside of ITN's reasonable control.
As a good gesture, ITN would like to refund the unused $83.80 Ticket Protection plan fee.
If Mr. [redacted] purchased a new ticket to travel also with Lufthansa airlines, he may send a request to the carrier for any kind of reimbursement. ITN has no control on the airlines and cannot influence a decision on providing the desired compensation.
Thank you for the kind understanding
Initial Consumer Rebuttal /* (3000, 7, 2015/05/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
All Praises and Pure Worship to Our Father and Complete Family in Heaven and Earth!
Attention Revdex.com!
First, I AM, REMAINING in [redacted], basing on the lack of inadequacy of ITN, [redacted]B, and Air Concierge.
Initially, ITN, [redacted], and Air Concierge PROMISES and GURANTEE a SUCCESSFUL ROUNDTRIP.
GUESS WHAT? The ROUNDTRIP never occurs!
YES! I AM in [redacted]! My DEPARTURE DATE IS 4/5/15!
TODAY'S DATE: 5/22/15!
SEVEN (7)WEEKS!
I AM, here BASING on the HIGH-AGGREVATED- INSUFFICIENCY of ITN, [redacted] B., and Air Concierge.
I AM, GREATLY DISTURBED to know RESPONSIBILITY is NOT accepting by PARTIES PAYING!
WHY? Should a TRAVELER CONTACT PARTIES NOT PAYING TO RESOLVE, ANY ISSUE?
HINT: PAYMENT IS MAKING TO WRONG PARTY!
I AM TRAVELER! ITN and [redacted] B. with Air Concierge have PROVEN other Traveling Networks will PROVIDE ADEQUATE TRAVELING NEEDS!
Initially, before receiving PAYMENT, ITN and Network receives A+ Ratings!
This Rating is BEYOND INTERPRETATION...!
Furthermore, I AM PAYING additional room rates!
FOR...
I AM asking for ITN, [redacted] B, and Air Concierge to,FULLY, EXPERIENCE TRAVEL!
The U.S. Dollar is 30% Less than JOD.
AND...
The U.S. is receiving TERRIBLE MARKS on FOREIGN RELATIONSHIPS...
On TOP of the FADING U.S. Dollar!
THIS "COMPLAINT" IS OBVIOUS AND SHOULD HAVE BEEN FULLY RESOLVED, BEFORE THIS TIME!
FULL REFUND+ PROVES adequate!
Observe Airline Travel history.
I AM, SO-CALLING, U.S. Citizen overpaying roundtrip Travel,Insurance inclusive, and have to report to Revdex.com for RESOLUTION!
This is CHILD BEHAVIOR!
I AM, REFUSING TO ACCEPT LESS THAN A+ PERFORMANCE!
Furthermore, I AM paying 665JOD for accomodations!
TRANSLATION:$864.50.
This does not include extra FOOD and NEEDS!
LASTLY!
I AM... NOT A "NO SHOW!"
I AM... At the GATE DIRECTING!
FOR...
FIVE (5) HOURS!
I AM... REQUESTING FULL REFUND+
Thanks,
[redacted]
AKA
[redacted] - [redacted] - I AM
Final Business Response /* (4000, 9, 2015/05/29) */
An air ticket can be purchased directly from the airlines or through a travel agency. The airlines are the actual supplies rendering the service; and unfortunately, there are things outside of the agency's reasonable control.
As a travel agency we must follow the fare rules set forth by the airlines, and the customer has been advised many times that NO-SHOW tickets are non-exchangeable and non-refundable. However, considering our relations with the carrier, we offered to the customer to change his ticket by paying a NO-SHOW fee in addition to the regular exchange fee. The customer did not accept this offer.
ITN is not aware of the situation which happened at the airport in [redacted], and we shall not be responsible for any possible miscommunication between the passenger [redacted] the airlines (if any).
This ticket was noted as a NO-SHOW by the carrier despite the fact that the passenger [redacted] 5 hours layover time. Generally, travelers are required a minimum of 45 minutes transit time in [redacted] Airport from international to international flights (see screenshot for proof). The 5 hours stopover time in [redacted] should have been more than enough.
Attached to this correspondence is an excerpt for the airlines fare rules pulled out directly from the system. As clearly shown on this screenshot, no refund is allowed for partially used and/or no show tickets.
The customer has been advised on the authorization form that ITN does not sell travel insurance. However, we offer a special optional service which is called ITN Ticket Protection plan, and it does not cover such situations as described by the customer in its terms and conditions. As a good gesture, we have already refunded the $83.80 fee for the Ticket Protection.
ITN will gladly submit a request to the carrier on the customer's behalf if he can send us any supporting documents which we will forward to the airlines. This proof can be provided at [redacted]@itncorp.com
Thank you for the kind understanding
Your ITN Team
Final Consumer Response /* (4200, 11, 2015/06/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
All Praises and Pure Worship to Our Father and Complete Family in Heaven and Earth!
Attention Complaint Department,
I AM, not satisfied! First, there is NO access to Bank of America in [redacted]!
Request is to send a wire under my name: [redacted] Jr.
I AM, in [redacted], [redacted]!
Next! I AM requesting a "FULL" Refund!
The "NO SHOW" status does not apply!
I AM, at gate directing!
I AM, not responsible for receiving misdirection!
I AM... Requesting "FULL" Refund!
Thank you,
[redacted] Jr.

Initial Business Response /* (1000, 5, 2016/01/26) */
ITN checked the call recordings between the agent and the customer. The travel agent did not promise that a seat assignment would be guaranteed for all flights, but there was a discussion about an aisle seat all the way.
Most of the...

times, seat assignment free of charge is available only during Check In or with a fee on the airlines website. Nowadays, a lot of airlines charge fees for seat assignments and this is especially the case for the desirable seats, such as exit rows and bulkhead.
Travel agents cannot guarantee the desired seats to be assigned on all flights due to various restrictions set up by the airlines, but they are trying their best to assist their customers.
Considering the details of this situation, ITN is willing to reimburse the customer upon receiving a proof of $200.00 paid to the airlines. It can be sent at [redacted]
Initial Consumer Rebuttal /* (2000, 7, 2016/02/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
ITN credited me for the $200 that I had to pay to get assigned seats. I am completely satisfied. Thank you for your help.

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 ago. We deove 4 hours to get to the airport just to find out that flight was cancelled. No help from this company and did not get a call back after I was promised I will get a call back. I will not recommend this company to anyone. [redacted]