we booked a flight for 500 quid on a mainstream US airline
on Expedia for an aunt called (lets say)
we then notice her given name on the passport is (lets say)
(though everyone knows her as Marie)
and ask Expedia if they'll change the ticket.
Answer: "No: you have to cancel, no refund, and buy a new one."
We ask the US airline - someone says - that should be ok, but then later someone else says
"no its too much of a change". This is an electronic ticket.
We have not been asked for a passport number at this point,
so its not to do with security as the ticket was paid for by a third party with a completely different name their credit card.
This is simply an arbitrary Expedia "policy".
I'd happily pay some (even outrageous) admin fee for re-doing the booking, but I cannot believe this BS from both Expedia and the Airline -
in fact we are emailing (and writing to, how old fashioned)
Watchdog, the Office of Fair Trading and the Ombudsman,
as its clearly bad business practice
(yes, their web page says they won't change names, but what is a "name" ?
it is clear the main purpose is to stop arbitrage and transfer of ticket,
when its obvious we are not doing that.
It is also clear that one could risk showing up with a ticket in the name
M Smith but be called MA Smith on the passport -
why would the airline care so lloing as only 1 smith showed up?
(note I have travelled on a passport with Jonothan Smith on it,
but with tickets saying Jon Smith for donkeys years without problems -
I assume J Arthur Rank had no problem booking as J Arthur Rank,
but showing up with a passport that said John Arthur Rank...)
Frankly, we are pointing them at the watchdog programme
(and have complained to the credit card company about this)
c.f they already had a programme item about this just last week
watchdog on airline ticket name change
and its clear that it is shoddy practice, even if "legal",
which I doubt in UK fair trading law.
1. we tried to change the name _same day_
(there were still other tickets at the same price -
this is a ticket for july being booked in april.
so we just booked another ticket at that price in the right name to prove our good intent
(and to make sure aunt could travel!)
2. this is an e-ticket only and they do not have passport number,
so the name is an arbitrary thing at this point
(i.e. only later when someone shows up with the
booking reference at the airport would the actual ID matter. so "post 9/11" arguments are
nonsense, esp. given its a relatively common name.
3. the person paying is a 3rd party, so the name is arbitrary, however, why would we do all the above if we were trying to get a ticket at one price and then sell it on to someone else?
i.e. from this you can infer :
i) we are not trying to transfer the ticket
(just make the name accurate w.r.t passport)
ii) there's no security check going on so its nothing to do with that
(since they only have a name, and a relatively common one at that.
iii) these are the only reasons I can think of
(other than that perhaps their software is rubbish that a name change between now and 3 months from now would not be possible, for Expedia, or the US airline)
580 quid - if it was me I'd just turn up and blag it,
but its our 70 year old aunt, and i do not think it is fair, reasonable, and from now on I will
not use Expedia and will recommend none of my friends ever use Expedia, and will make sure that such stories about Expedia are well known. I have for example just told 100 people at
a conference we have today in Cambridge this story. They all could not believe it either. (well they could believe it but thought it extremely bad behaviour by aforesaid company). These 100 people were estemeed academics from all over Europe and the US who travel a lot. hint hint.
So long, Expedia, and thanks for all the phish.