The hunt for a valid ticket
Question: My 20-year-old son booked his first trip to Europe recently through Travelocity.com. When he was asked for his full name, he typed in the one he always goes by, Hunt. It’s a derivative of his given name, Huntley.
When he was finished, a message popped up on his screen reminding him that the name he entered must match the one on his passport. He tried to scroll back to fix the error, but couldn’t.
After he booked the ticket, I immediately called Travelocity and was told that the names must match in order for him to fly. We requested that the ticket be canceled and offered to rebook immediately.
We were told that the ticket could be canceled as long as it was still in Travelocity’s system. We were assured that Travelocity would work diligently to make sure it got done, and were asked to call back the next day.
The following day, after spending hours on the phone being passed from person to person, we were again assured that Hunt’s first ticket would be canceled and we were told he could rebook. My son then bought a second ticket.
A day later we learned that Hunt’s first ticket hadn’t been canceled and, in fact, it had already been mailed to us. We sent the first ticket back immediately, but now we are being told that it will take weeks to get our money back.
I am very worried that once the flight leaves with an empty seat, we will not be able to get the credit we were promised. Do you have any advice for us?
— Huntley Hoffman, Douglas, Ariz.
Answer: I do. Next time, don’t click the “Buy†button. Close your browser, call the travel agency and make absolutely sure no ticket is being mailed to you.
I don’t know why your son bought the ticket. Maybe it was a good fare. Maybe he didn’t want to go to the trouble of booking another ticket. Maybe he didn’t understand passport rules.
But he was taking his chances. Airlines are sticklers about the ticket name matching the one on your passport. It’s one of the most common complaints I hear: people buying tickets under a nickname or maiden name that doesn’t match their official documents, and then being required to buy a new ticket.
Airlines could change a name on a ticket if they wanted to. But in most cases they won’t, citing “security†concerns. In fact, it is more of a profit concern: By switching a ticket from “Hunt†to “Huntley†they don’t make any money.
Fortunately, you phoned Travelocity immediately. A travel agent seldom issues the ticket immediately, so there’s usually some lag time between the time of purchase and the time of issue. Travelocity should have been able to catch the mistake and fix it.
After I contacted Travelocity on your behalf, an executive called you and assured you that the moment your old ticket was received by the company, you would receive a full refund.
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