International Travel Network

Initial Business Response /* (1000, 5, 2015/01/28) */
When Mr. [redacted] run a search on our website, in addition to our discounted fares he chose to see lowest Super Saver Fare for his 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.
Airline-imposed baggage fees are not included and may apply.
While the corresponding booking class might not be available on all the flights on the day of request, we verified this option, and at the moment Eva Airlines is offering this special fare. Although today Super Saver Fare cost is $632, we are happy to match the expected price, and sent a quote to Mr. [redacted] for the price he could see on January 14, 2014.
Please kindly contact your agent to get this itinerary booked today.
Initial Consumer Rebuttal /* (3000, 7, 2015/02/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After meeting these requirements on several occasions, the reps I spoke with stated 'we don't know why but that price is unavailable for you.'. Their statement of honoring their price is proved false upon calling and attempting to book and verify. In short, I am given the run around and several excuses as to why that price is not available despite meeting every requirement. The statement from management and the response from the reps does not match.
Final Consumer Response /* (3000, 9, 2015/02/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After meeting these requirements on several occasions, the reps I spoke with stated 'we don't know why but that price is unavailable for you.'. Their statement of honoring their price is proved false upon calling and attempting to book and verify. In short, I am given the run around and several excuses as to why that price is not available despite meeting every requirement. The statement from management and the response from the reps does not match.
Final Business Response /* (4000, 11, 2015/02/10) */
One of our ITN representatives, [redacted], contacted Mr. [redacted] and asked if he tried to contact ITN agent [redacted] who had sent him a quote for the itinerary with the desired price. Unfortunately, the customer replied that he had already booked his flight with another agency.
We are sorry Mr. [redacted] could not book the super saver fare at the time he contacted ITN on January 14. Although he matched all restrictions posted on our website, it is possible that at the moment of his request there were no required seats for all flights: "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".
This option was definitely available on January 26 and it is still available. For any future requests Mr. [redacted] can e-mail [redacted] to check seat availability for the desired fare.
As a kind gesture, we would gladly give a $100 voucher (voucher # XXXXXXXX) to Mr. [redacted] should he choose to book with us in the near future. Please contact [redacted] directly to use the voucher. The voucher is applicable to any non-published fare and it is valid 1 year from now.
Thank you so much for your kind understanding!

Initial Business Response /* (1000, 5, 2014/09/19) */
ITN has investigated this case. On all ITN outgoing documents, we advise the customers that it is the passenger's responsibility to make sure they have all the necessary documents to travel.
On the purchase authorization form, the...

customer acknowledged and agreed to the following condition: "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."
We listened to the call recordings related to this purchase. In this particular situation, Mr. [redacted] - the cardholder - purchased this ticket for Mr. [redacted] Before the purchase was finalized, ITN travel agent walked the cardholder through all details of the itinerary and drew his attention to the visa section on the payment form. The terms and conditions of the purchase, including the fare restrictions, have been clearly spelled out both verbally and on the written form, and the cardholder consented to them before transacting. ITN travel agent explained twice to the cardholder that he should check if he needed a transit visa for all his stops, including Istanbul, and the cardholder confirmed he understood it.
ITN shall not be responsible for any inaccurate information provided by Turkish Airlines staff. In December 2013, ITN sent a request to Turkish Airlines and asked to make an exception to allow a refund on these tickets. Turkish Airlines rejected our request as these tickets are non-refundable and they reiterated that it is the passengers responsibility to have all necessary traveling documents.
As a travel agency, ITN is allowed to refund or exchange tickets only according to the fare rules set up by the carrier. In this case, the tickets are non-refundable and can be exchanged only by paying 100 euros airlines penalty and an applicable fare difference. The customer was sent a few quotes for different traveling dates, and the lowest fare difference was $38.00 per ticket. In order to assist the customer ITN can waive its processing fees, however any applicable fare difference must be paid to the airlines, and the travel must be completed before October 25, 2014.
This week, ITN has resent another waiver request to allow refund on these non-refundable tickets. We truly understand your frustration, but unfortunately, we are unable to override the fare restrictions set forth by the airlines. We would be more than willing to waive our processing fees.
Attached is a screenshot of the email we sent to Turkish Airlines on December 2013 requesting a refund exception. We did our best to get an exception.
Thank you for your kind understanding,
Your ITN Team
Initial Consumer Rebuttal /* (3000, 7, 2014/10/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1. As I mentioned, we are both international students in the U.S, so to find a time that worked for us both to travel to Nepal is really hard. They gave us from Dec'13 - Oct'14. We both were graduating May '14, with the OPT Visa and new job situation, my boyfriend [redacted] couldn't travel summer '14. I started my grad school in september, so I won't have enough time to make such travel until the breaks. Also, last December when we got the tickets, my US visa was still valid. Now it has expired and I cannot renew it here in the US, therefore any travel outside of the country needs to allow at least 6 weeks for me to renew my visa. Which will not happen until at least next summer. The option to use credit before October 25, 2014 is not possible.
2. They never mention Turkish Airlines' solution to use the tickets bought as "CREDIT," they said our tickets, under any circumstances, are non-transferable and non refundable. So we have to rebook the same flights, not to use them as credits. That's why when my boyfriend was going to [redacted] last month, he had to buy a new ticket because adding all the fare differences, ITN and Turkish Airlines fees, and now that he's in SF and won't be able to fly from BOS anymore, these differences cost more than a new roundtrip ticket.
3. ITN Customer Services are really bad. Besides not picking up, not returning our calls, and not actively reaching out to us to solve the problems last December, everytime trying to meet with [redacted] or [redacted], who were handling our case, was extremely difficult. Even though they promised to call us back the next day - we were patiently waiting home, did not have a back up place to stay for the winter, [redacted]'s family was waiting home, we missed the wedding - yet [redacted] never reached out to us. Everytime we called them, there would be a meeting going on. [redacted], the travel agent, is totally out of hands. I constantly got marketing spams from [redacted] about flights to [redacted] yet last time when I sent him a notice that I reported ITN to Revdex.com, I received an email saying: "Unfortunately, the e-mail address of the party you are trying to reach is not in service. (The recipient's address is incorrect or the addressee is no longer working with International Travel Network)." I guess his direct line from me is blocked, yet I still get mass emails from him. I contacted [redacted] a few times while trying to still figure out which dates can possibly work for a make-up travel. I emailed her Jan 19th asking if ITN service fee can be cancelled (As reasoned above, paying them extra $250 for each of us while we couldn't even board and had to deal with a complete mess just does not make sense), she didn't reply. Emailed on the 22nd, got her email back on march 6 with fare differences AND the ITN fees - she did not mention anything about the possibility of not paying ITN Service Fee, as ITN replied above. Taken into account this fee, I was out of budget then, which also delayed my decision process, and contributed to their short expiration time of the ticket we were given. This repeated as I was asking Deborah to find us cheaper ones if possible, emailed Mar 19, again Mar 24 then finally got her response, still with the ITN Fee. That's when I know they really did not want to deal with us at all.
We really understood that the accident caused troubles for not just us but ITN as well, but we did not appreciate their customer services, ignorance and unethical business behaviors.
Bottom line: I want to use these tickets as credits for future air travel, and extend the expiration date to another year. My boyfriend and I will not be able to travel until at least summer 2015. The amount we spent on the tickets was significant for us as college students. [redacted] was really excited to be home after 3 and a half years, I was excited to do my Capstone video project about [redacted] with all the equipment I managed to bring with. I was hoping my project can cause an impact to my family, my friends, the community around me, my college and also served as a completed project for my portfolio. I was also thrilled to see where my boyfriend grew up and whom he grew up with for the first time. That never happened. We really hope Revdex.com can help us out with this case and not turn the back against us as ITN did. Thank you!
Final Business Response /* (4000, 9, 2014/10/17) */
We have contacted Turkish Airlines again, and again they rejected our request to give us a waiver to do a refund. Turkish Airlines continues to claim that passengers are fully responsible for having all the necessary travel documents, and the cardholder was well notified both in written and verbally to check if the passengers needed any Visa, especially for Istanbul.
Originally, we could not process an exchange with travel commencing after October 25th 2014. We notified Turkish Airlines the customers would not be able to commence travel before October 25th 2014. And as an exception, Turkish Airlines gave us a waiver to exchange the ticket before October 25, 2014, and the customers can travel as late as August 30th 2015. The customer would still be subject to the penalty and fare difference (if any).
At this point, we are already discussing with the customer on the exchange option, and we're waiting for them to decide the dates.
Thank you for your understanding
Final Consumer Response /* (4200, 11, 2014/10/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted] from Special Services, ITN contacted us for a possible ticket exchange for 2015 as the solution to our complaint. I was happy until he told me we had to make the decision by Oct. 25th, meaning we have to plan out our 2015 travel in a week and make payments for fare differences and cancellation fee to Turkish Airline. The problems with this you ask? 1. I have ONE WEEK to both make sure my complicated visa situation and limited time due to [redacted]'s new job and my new graduate program which I explained in earlier complaints. And 2. I have ONE WEEK to pay them hundreds to thousand of dollars more for a tickets that we lost.
You ask how? Now comes the costly part. We realized they made this in such a rush that we felt like they tried their best and it'd be our fault if we cannot figure all those things out in a week - and we'll lose this tickets forever. Fare difference for a ticket to nepal was $600, even booked more than half a year in advance. (original ticket was 1400). If I didnt want to pay $800 more to save this ticket while I have one week to plan out a month trip for 2015, [redacted] told me "The tickets must be exchnaged this week. Please contact ITN Customer
Service to provide your dates. You may also consider to request for a
possibility to change the routing of your flight." and that "They confirm that you will be able to exchange your new tickets again following the fare rules of the new tickets." So I will have to pay cancellation fee and fare difference again if I want to change my ticket dates latter. Result? I didnt want to risk another $800 with them.
[redacted] giving his attempt, called [redacted] from ITN and was initially told he could only travel before June 2015, after a while, they negotiated down to a travel date within 2015 (this is on the due date Oct. 25th), then he tried different destinations all around the world to see if there's anything affordable since fare difference to go to [redacted] is way out of his reach. A ticket to [redacted] would be $1,000 in fare difference. All in all, different destinations to [redacted] none is less than $400 fare difference. With time and location flexibility, he gave up negotiating after more than 1 hour talking, knowing ITN would not make this affordable for us.
Besides all the hassle ITN caused us, I continuously get promo emails from agent [redacted] who we bought ticket from, who I tried to reach out to regarding this complaint and however was informed he's no longer working at ITN. Another evidence of ITN's poor customer service is that [redacted] got a email regarding flight ticket of customer [redacted] from [redacted] to Japan with all details regarding this customer's privacy, which had nothing to do with [redacted]. This showed a confusing communication system within ITN, violation of customers privacy protection, murky practices and poor, truly profit-oriented customer services of this travel agency. I disagreed with ITN's proposed solution, and they probably will try to prove us wrong now and say there's nothing they can do about our expired tickets. Yet, it's my responsibility to get the words out there and don't let other people fall into their traps and be taken advantage of.

I had an excellent experience with [redacted] and she was patient with me whiles I did some back and forth decision on my dates.

This is the second time I have used [redacted] for scheduling an international trip for us. He is very cooperative and works hard to please his customers. I did have another prson from the organization contact me today, but I told him I was already working with [redacted] and would wait for him.

Initial Business Response /* (1000, 5, 2014/04/03) */
Ms. [redacted] made a search on our website and received that mentioned airfare quote to travel with Philippine Airline. International Travel Network is able, ready and willing to honor all its web rates if travelers meet the qualification...

criteria posted online. Next to the quoted price there is a disclaimer, and among other information, it says that "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." ITN representative [redacted] asked Ms. [redacted] if she was flexible with the dates, but she wanted to depart on December 19, 2014 and return on January 3, 2015 only. This is a high season and many experienced travellers start booking tickets for this period in February to be sure they can get the lowest fare while the required seats are available. The corresponding booking inventory was not available on the requested dates, and [redacted] emailed Ms. [redacted] a few quotes for requested dates. The quoted prices are based on the present seat availability.
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, and one of them is that an air fare must be issued in the corresponding booking inventory, while the airlines are given a limited number of seats for this high period.
We would be more than happy to offer Ms. [redacted] this price if she could tweak her travel plans. Whether Ms. [redacted] would like to change her travel dates to get a lower fare, or she would rather look further only into fares available for her specific dates, we stand ready to assist Ms. [redacted] with finding and booking the desired fare on the dates when it is available.
Initial Consumer Rebuttal /* (3000, 7, 2014/04/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Still doesnt change the fact that I entered exact dates of travel and was given false quotes.
They need to fix their website to give exact amount of fare on the exact dates of travel customers searched for not fares for weeks or even months before or after the dates.
Final Business Response /* (4000, 9, 2014/04/25) */
Ms [redacted] made a search for the desired dates on our website, which are among the most popular dates to travel in high season before Christmas.
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 are 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 move 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. Next to our Super Save Fare price, we have a clear disclaimer stating the conditions of this fare.
Moreover, these negotiated fares are only available over the phone, as airlines strictly prohibit the direct online sale of these fares. Airlines prohibit travel agencies to sell these online because it would cannibalize their own online sales through their websites.
Albeit higher than the Super Saver Fare, Ms. [redacted] was given the lowest possible fares at the time of search for those travel dates, and one of them was to travel with Philippine Airlines.
We would be more than happy to offer Ms. [redacted] this price if she could tweak her travel plans. Whether Ms. [redacted] would like to change her travel dates to get a lower fare, or she would rather look further only into fares available for her specific dates, we stand ready to assist Ms. [redacted] with finding and booking the desired fare on the dates when it is available.

We are sorry to hear that the passenger's travel plans were affected due to an erroneous mistake by the airport...

check-in agent. The reservation was ticketed and confirmed by the airlines. On 08/27/16  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 check-in agent could not locate the ticket. The 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 website. We 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 number. International 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 services. The 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 purchased. The 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 purchased. The 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 control.
The original ticket was refundable by paying a hefty airline penalty. However, ITN addressed this issue to the airlines and received an authorization to process a full refund without any penalties. The fact that the airlines provided a waiver to fully refund ticket can be considered as an acknowledgement of a mishap on their end. This 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 check-in agent's inability to locate the ticket number the customer had to purchase a more expensive ticket.

Initial Business Response /* (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 representative. When ITN was contacted back in January regarding this incident, ITN agent confirmed with the...

airlines that the ticket is valid. However, 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 ticket. When 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 used. The airlines strictly follow their policies, and do not permit exchanges or refunds without applicable penalties in case the fare restrictions do not allow it. The 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 mistake. Considering 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 penalties. As 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 /* (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 ways. I 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 ticket. I 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 $350.00 which I accepted . And since them he have not getting back to me. I 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 /* (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 Airways. As indicated by the customer, the British Airways representative at the airport check-in informed the passenger that her ticket is invalid. This must have been a mistake by that particular check-in representative. We have made multiple inquiries with British Airways, and all the representatives confirmed tickets were valid.
At this point, even though it is their check-in agent'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 penalty. ITN 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, 2014 about her refund and exchange options. On March 20, 2014 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 customer. Regarding the airlines penalties, as a good gesture, we are willing to cover $75 of the airline's penalty as well.
Thank you
Your ITN Team

Although the lure to get me on the phone with this organization was a low fare, much lower than the others I had found while searching for flights, once I was on the phone with the agent I quickly learned that that low price wouldn't work for technical reasons. I was bummed, but, I stuck with the agent and he was very courteous and patient and helpful. I wound up paying a fare $300+ more than the low number that had attracted me to call them, but the fare I paid was actually still lower than the average of the others I had found, by nearly $100. So, overall, a positive experience.

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 friends. AND for a most competitive price for the fare with great connections.
I would recommend anyone reading this to give this business a try.

I won't purchase any tickets from this company anymore! They put me on hold, promise to call back but they don't. Almost a week now and no help from this people! My wife is sick and wants to change ticket but they disappoint us a lot. I regret why I chose this company! I have never experienced this!

Initial Business Response /* (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

BE AWARE OF CANCELLATION FEE ! I bought an air ticket last month. It cost me $1490.30. I felt really sick after a medical procedure and I couldn't make the trip. I called them and had the ticket cancelled.
THEY CHARGED ME $260+$288.65 + $280.00 COMMISSION ( non-refundable fee ). THE TOTAL FEE IS $828.65.

On the email they sent to me regarding the cancellation. ITN didn't disclose properly that $288.65 will be charged on top of i'd already paid $1490.30.
Here it is "

"Authorized Refund Penalty to be charged (USD$): $288.65

BREAKDOWN PENALTY:

$260.00 [redacted] / Jet Blue refund penalty (deducted form ticket price)
$250.00 ITN Processing fee (charged on the day the refund is processed)
$38.65 Recalled penalty from the carrier to ITN (charged on the day the refund is processed)

Authorized Total Refund Penalty (USD$): $548.65

The Carrier Refund Penalty of $260.00 will be deducted directly from the ticket price: $1210.30 - $260.00 = $950.30

The amount of $950.30 is to be credited back to the original form of payment American Express[redacted]2008.

Please allow from 2 up to 4 weeks for the refund amount to show up into your account. "

Two week later, I saw another charge of $288.65 in my credit card.

I doesn't make any sense, why ITN didn't deduct from $1,490.30. Does ITN play trick so I can felt into the contract with the assuming $950.30 would be refunded and $288.65 would be deducted from $1,490.30.


I know ITN need to make money in doing business. But being too voracious and taking advantage of person in illness seems to be improperly ethical.

I called [redacted] and I was told that $100 would be fee for cancellation. They will void the fee if I had the note from doctor. Jet Blue would do the same when I asked. I did explained to ITN about my situation 3 times.

It takes me more than two week to make $800. ITN just took it without any consideration.

I called [redacted] at ITN twice, the only thing I got back is the copy of email he sent to me before.

I hope Top management of ITN will take a look at its practices seriously.

Sincerely,

Initial Business Response /* (4000, 12, 2015/04/05) */
ITN has investigated into this complaint. Below you can find the story as well as our solution. This case can be considered resolved.
In the initial conversation the ITN agent provided the options, and quoted the prices. When the...

customer decided to commit to the purchase on March 12th 2015, the agent walked the customer through all the details of her itinerary and drew her attention to the total amount to be charged as following according to the payment form:
[redacted]Total: USD $2,192.20Charge breakdown:USD $2,177.20 to be processed by Cathay PacificUSD $15.00 (non-refundable charge by ITN Corp)
[redacted]
The form clearly stated all our charges would be made in USD, and the customer acknowledged it by submitting the Credit Card Authorization Form.
However, the customer and the agent did not discuss anything about the currencies verbally. ITN is an American based travel agency, and our default currency is in USD. This could have perhaps caused the misunderstanding.
In addition. ITN sent the following message to the customer:
Dear customer,
We would like to remind you that the charge on your credit card is going to be in USD.
On March 14th, the customer contacted ITN Customer Service to complain that she was charged a different amount than originally agreed.
The customer provided a copy of her card statement in two weeks showing the following information:
16.03.15 CAD 18.64 processed by ITN (as USD 15.00)17.03.15 CAD 1430.45 processed by Cathay Pacific per ticket (as USD 1096.10 per ticket)18.03.15 CAD 1353.09 credited by Cathay Pacific per ticket (as USD 1096.10 per ticket)18.03.15 CAD 19.71 credited by ITN (as USD 15.00)
Indeed, the customer received CAD 77.36 less per ticket, but this discrepancy is due to the fluctuating exchange rates and to the fee premiums from the customer's bank.
As a good gesture, we will refund this discrepancy. Please contact [redacted] at [redacted]@itncorp.com to proceed with this refund.
Initial Consumer Rebuttal /* (2000, 14, 2015/04/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company is doing exactly as I asked - refunding the disputed amount in
full.

Asaptickets[redacted] this website is false advertising it has advertised the price for $952 upon calling them and giving all my information that I have already input they stated that this price is only for the first four callers although this is not mentioned in any FinePrint or not mentioned anywhere.
False advertisement is illegal

Very good price and to a pro on the other side of the line available to help you and answer all you question was a very nice experience on these day when everything is computers.

Initial Business Response /* (1000, 5, 2015/11/03) */
The customer ordered an air ticket through ITN on 07/21/15. Before the sale was finalized, the ITN agent walked the customer through all details of the itinerary and drew his attention to the fare rules. He filled out the form and...

confirmed the following: "I am aware of applicable rules, conditions, restrictions and / or penalties".
As mentioned, he contacted ITN and requested to change the departure date from 12/03/15 to 12/09/15. The airlines changes the fares often, and his new dates was significantly more expensive due to its closer proximity to Christmas season. Therefore, he was quoted the fare difference and applicable exchange penalty.
Due to high fare difference he decided to cancel his trip. On October 5th, 13th and 15th the customer was advised of a total $700.00 amount to be deducted from the paid amount. The breakdown of all fees and penalties was provided in every e-mail. The customer was confused that there was any penalty as he considered there was enough time for the carrier to re-sell his seats thus he should not be charged for the cancellation penalty. He wanted to pay only $250.00 ITN processing fee. However, he later authorized the refund and replied: "Please go ahead and refund me the $626.00." ITN would not process the refund without the customer's authorization.
It should be noted that the fare restrictions are set forth by the airlines, and ITN has no control over them. On all ITN outgoing documents the customer was advised of the following:
If fare rules allow refunds and/or exchanges, a $250.00 ITN fee per ticket will be charged to process any refund and/or exchange request. This fee will be collected in addition to the penalties charged directly by the airline and/or recalled by the airline from ITN.
In addition, the customer was advised in written that "after the tickets are issued, any changes or refunds are subject to the restrictions of the fares used. Please pay attention to the fare restrictions of your tickets. If you need more flexibility with your tickets in terms of refunds and exchanges, please consult your agent and request a less restrictive fare." There was not a request to look for a less restrictive fare without a cancellation fee (such fares are more expensive).
The customer was also offered to add ITN Ticket Protection policy to his purchase. One of its benefits is a possibility to request for refund or exchange at no ITN fees, while airlines penalty still applies. Unfortunately, the customer declined this option.
The customer was advised in written that International Travel Network is not the source or supplier of the travel services he requested, and acts solely as an agent for the actual suppliers of such services. The airlines determine the restrictions of the fares, and ITN has no power to override these restrictions. Thus, ITN is not able to have the airlines penalty waived in case of a voluntary cancellation.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I totally reject their response on the ground that they did not tell me they will take $700.00 of my money if I cancel a ticket I bought from them for $1,326.00. If they had stated that in their policy, I wouldn't have bought the ticket from them. In their policy it says they charge $250.00 for cancellation, but did not say what the Airline charges. Why is it that they do not know how much the airlines charge for canceling a ticket and state such on their policy so that people will know before buy the ticket? No Airline in the United States charges $700.00 or $450.00 for cancellation of ticket. As a matter of facts, most Airlines will allow the passenger ** use that ticket within a year.
Yes, when I wanted to change my ticket from December 3 to December 9, they asked me to pay additional $1,161.00, bringing the total cost to $2,487.00, while other Airline Agents were selling the same route at the same time for $1,590.00 to $1,860.00, and that was the reason I canceled the ticket.
One many ask, why do I live in [redacted] and buying a ticket from Agent in California? While I was searching for a cheap ticket on Priceline, I saw ITN advertisement for a ticket to Lagos, Nigeria at the price of $675.00. I proceeded to buy the ticket, entered my Itinerary and submitted. The company returned a message saying that the total cost was $1,326.00. I called their 1-800 number and reached Mr. [redacted] who told me that the $675.00 fair is for those who are traveling from late December and returning in late January/February. I compared ITN price with what other Agents were selling, ITN price was $200.00 lower, I decided to buy from them. Again, if they had told me that if I cancel they will take $700.00 as cancellation fees, I wouldn't have bought the ticket from them.
I decided to accept $626.00 refund because [redacted], one of their Customer Service Representatives, refused to allow me to talk to any of their Managers or Supervisors. I called several times and this lady will put me on hold forever and later hung up the phone. I sent [redacted] a message to inform the company that I am going to pursue this case till I get me money. This is not fair and I can't believe that this is happening in the United States. This is a daylight robbery. I will take them to Supreme Court if that is what it takes to stop them from doing this to another person.
[redacted] E. [redacted]
Final Business Response /* (4000, 9, 2015/11/19) */
Before the purchase was finalized, the travel agent advised the customer on the phone that the ticket was sold as non-refundable and non-exchangeable.
The customer agreed to these terms and proceed to the booking. He acknowledged the conditions that "If fare rules allow refunds and/or exchanges, a $250.00 ITN fee per ticket will be charged to process any refund and/or exchange request. This fee will be collected in addition to the penalties charged directly by the airline and/or recalled by the airline from ITN".
Thus, when the customer contacted to inquire about his options, he was quoted $250 Airlines penalty, $661.00 airlines fare difference, $250.00 ITN processing fee, a total of $1,161.00 for the new travel dates in high season. The customer could keep the credit with the airlines for a future travel or choose another dates without a high fare difference, but he preferred to cancel this ticket.
For refund the customer was quoted $300.00 Airlines penalty, $150.00 recalled by the airline from ITN, $250.00 ITN processing fee. While the customer confirmed he would like to proceed with refund, he is complaining now about these terms. However, the ticket could be strictly non-refundable as advised by the agent, and no credit would be due.
The customer was also complaining that ITN could sell his ticket to someone else instead of penalizing him despite the fact that he was advised before the purchase and on the booking form that the ticket was non-transferable.
In case the customer would have asked to look for a less restrictive fare which would have allowed him to exchange or refund his ticket at no penalty, such option would have been provided. However, such fares are expensive, and the customer purchased the lowest available fare which were offered by the carrier at that time. These fares are the most restrictive fare as they are discounted fares.
As a good gesture, we are willing to waive $125 of our processing fee, but there is nothing we can do about the airline penalty as we have no power to override their rules. Please kindly contact [redacted]@itncorp.com for refund.

Initial Business Response /* (1000, 5, 2014/03/24) */
Dear Mr. [redacted]
Thank you very much for pointing that out. We are in the process of renewing our accreditation, and Revdex.com has to go through a formal process to verify everything is up to standards. Until this process is finished, our...

rating will not show.
However, rest assured that our business integrity remains the same. We have been a long accredited business with Revdex.com (stated on Revdex.com site):
Revdex.com file opened: 10/04/2004
Business started: 09/01/2004
For our actual rating before this process, please feel free to call Revdex.com. Although we have had a few complaints over the years, all complaints have been resolved. As a matter of fact, our number of complaints is very low compared to the large volume of business we do. But we take pride in our customer service, and we always resolve them.
Nevertheless, thank you for pointing this out. This has been reported to the respective departments to have the rating erased until the process is finished.

Initial Business Response /* (1000, 5, 2014/05/16) */
Dear **,
Thank you very much for your feedback.
We are in the process of renewing our accreditation, and Revdex.com has to go through a formal process to verify everything is up to standards. Until this process is finished, our rating will...

not show.
However, rest assured that our business integrity remains the same. We have been a long accredited business with Revdex.com (stated on Revdex.com site):
Revdex.com file opened: 10/04/2004
Business started: 09/01/2004
Nevertheless, thank you for pointing this out. We have reported this to the corresponding departments, and the Revdex.com logo is now removed until the renewal process is finished.

Initial Business Response /* (1000, 5, 2014/04/09) */
ITN has made a thorough research on this matter. Mr. [redacted] purchased a ticket to Lagos on March 21st 2014. There was a system glitch and the same ticket got issued twice; and therefore it resulted in a double charge of $979.50....


On the same day March 21st, our ticketing and billing team immediately voided one of the tickets. Normally, it takes 5 to 7 business days for the refund to be posted back. At this point, the duplicate $979.50 should now be back to Mr [redacted]'s account.
We strongly apologize for the inconvenience this erroneous charge may have caused. As a good gesture, please accept a $25 voucher which can be redeemed on your next purchase with ITN.
Thank you very much for your understanding,
ITN Team

Initial Business Response /* (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 /* (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 /* (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 /* (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.