ITN - International Travel Network
Complaint 343337 Details

I was sold travel insurance stating that it would make my ticket refundable should something happen and they are refusing to refund my money. On September 11, 2015, I spoke with Renan at ITN to purchase a ticket to Europe. Renan convinced me to purchase ITN's $95 travel insurance. The agent stated that this would cover me should something come up and I would need to change my ticket or cancel my trip. I needed to cancel the trip and I contacted ITN on October 1st. During my initial call, I spoke with an agent named Dhea at extension 224565. She stated that the extra insurance only covers the fees the airline would charge to change the ticket and only if I was hospitalized. I informed her that this is not what Renan had told me when I purchased the insurance. I then asked to speak with a supervisor and was told that no managers or supervisors were available and that there was no way to reach them directly. She said she would pass along a message and one would call me back. I didn't hear back from anyone. So, on October 2nd, I called Dhea back. After about 30 minutes of asking her to transfer me to a manager, stating that I would hold until one was available, she finally transferred me to Logan (stating he's the supervisor). After about 30 minutes of Logan interrupting me and being very rude and short, he promised to send me a recording of my phone call with Renan by Monday the 5th or Tuesday morning of the 6th at the latest. I didn't receive an email or phone call. I called and spoke with Logan today, October 7th. He claims that they are having technical issues but that he listened to the recording and the agent told me that only if I was hospitalized would I be refunded. I asked him to transfer me to the IT team so I could hear the recording. He said their IT team does not have phones. I asked for his supervisor's name and he told me his name is Alexander and he is not able to be reached, either. I've called back a few times and it seems as though no managers or supervisors are ever available and will not call me back.