Agency Name Change & Refund Issues

Rob2kewl

2 here from the same booking!

1 - They (or me but I think they) got my name wrong on the flight booking and I can't change it which means Im losing £1300 on the flight as it stands. I'm still talking to the airline but it doesn't look hopeful. Does anyone have any idea how to get a name changed? It's from Rob to Robert but the airline sees this as two entirely different names on the system so they can't do it.

2 - I paid the extra for 'premium' which means free name changes (not true as we've seen) and no handling fees for cancellations. But what they did was charge a handling fee of £70 for a refund and then give a "gift" of £70 if I get it refunded via a voucher... I think that's just really awful. Did anyone deal with anything like this?

For clarity, the voucher refund says "Choose this option to avoid handling fees"

I'm about £1450 + phone call charges out of pocket as it stands.

bagand96

1 - Many airlines don't allow name changes on tickets (to change to a different person). However some will make ammendments if its obvious errors like a typo or similar. I'd say your issue may fall into that but it will depend on the airline's own policy.

2 - These extra premium services are usually a product the agent sells to waive the agent's own fees, but they can't override the airline's ticketing policies. I imagine you agreed to the terms of the product which may have said it would be a voucher. You'd have to have a look.

Naming the agent and airline might help. For an issue like you describe I'd be tempted to leave it and chance it if you get no joy. But that does carry a big risk. 

Rob2kewl

Thanks

1 - (Turkish Airlines) I've been in contact and cause they see Rob and Robert as different names they won't change it. Even though the surname, date of birth, address and everything else matches. They've asked for a copy of my passport so hopefully that leads to something. That would be £1300 saved so I'd be happy with just that.

2 - (Bravofly via Lasminute) What they did was charge the handling fee and then re-add it as a "gift" for a refund by voucher which for me is bang out of order. I didn't even ask for the hotel to be cancelled, that's why I still have the flight...

DullGreyGuy

Who did you buy from? You say "agency" in the title which would suggest a travel agent is involved but then you are now trying to deal directly with the airline. As you allege its the agency's fault why arent you dealing with them?

tightauldgit

If the agency got your name wrong on the booking then it's their responsibility to fix it, but it's very rare for an online booking to suddenly change the name you've entered to a different one - so how sure are you that they made a mistake and what does your booking confirmation etc say? Beyond that I think it's down to airline policy if they allow you to amend it. As others have said it's close enough that it might be worth risking it on the day but that does leave you at the mercy of gate staff and possibly stranded in Turkey? I thought the general guide was 'three characters is an amendment anything more is a change' but I don't think there's any hard and fast rule. 

On point two I think you'd really need to go and look through the terms of what you bought when you signed up to 'premium' but if it says 'free name changes' then why aren't they giving you a free name change? 

Westin

tightauldgit said:

If the agency got your name wrong on the booking then it's their responsibility to fix it, but it's very rare for an online booking to suddenly change the name you've entered to a different one - so how sure are you that they made a mistake and what does your booking confirmation etc say? Beyond that I think it's down to airline policy if they allow you to amend it. As others have said it's close enough that it might be worth risking it on the day but that does leave you at the mercy of gate staff and possibly stranded in Turkey? I thought the general guide was 'three characters is an amendment anything more is a change' but I don't think there's any hard and fast rule. 

On point two I think you'd really need to go and look through the terms of what you bought when you signed up to 'premium' but if it says 'free name changes' then why aren't they giving you a free name change? 

Thinking the same ^.

Did you also mean LM’s Flexible cover rather than ‘premium’.  Can you post a link back to where you have seen a free name change is possible. 

Rob2kewl

So the good news is Tuskish Airlines (Who have been great) did eventually change my name.and I've got the (lower) refund and booked a new hotel.

It was called the "Premium Service Package" (The agency is Bravofly via Lastminute)

The terms state:

The Premium Service Package entitles you to save our handling fees in case you: 

• change your reservation - including change of date, itinerary, or passenger name
• cancel your reservation, for any reason, and obtain a reimbursement from your transport provider
• correct your reservation details - such as name, date of birth and/or travel document details

There was no asterix, no small print, nothing to say "Oh by the way, airlines don't let you change name" and "handling fees are only saved if you get a refund via voucher".

The main thing is the holiday is on and I didn't lose any money, but I won't be using an agency again, I don't like the lack of control in my booking.

Caz3121

Rob2kewl said:

The main thing is the holiday is on and I didn't lose any money, but I won't be using an agency again, I don't like the lack of control in my booking.

some travel agents are fine (and for complex trips can be useful) but there are lots of poor ones (that are not really travel agents, just ticket floggers) you do need to check out reviews in advance. For simple flight-only best to stick with booking direct with the airline.
You often find the small savings the floggers offer to entice you in they more than make up for with add-ons and/or fees so ends up costing you more than booking direct.

tightauldgit

Rob2kewl said:

So the good news is Tuskish Airlines (Who have been great) did eventually change my name.and I've got the (lower) refund and booked a new hotel.

It was called the "Premium Service Package" (The agency is Bravofly via Lastminute)

The terms state:

The Premium Service Package entitles you to save our handling fees in case you: 

• change your reservation - including change of date, itinerary, or passenger name
• cancel your reservation, for any reason, and obtain a reimbursement from your transport provider
• correct your reservation details - such as name, date of birth and/or travel document details

There was no asterix, no small print, nothing to say "Oh by the way, airlines don't let you change name" and "handling fees are only saved if you get a refund via voucher".

The main thing is the holiday is on and I didn't lose any money, but I won't be using an agency again, I don't like the lack of control in my booking.

In fairness to them that package does seem fairly explicit in that you are saving the agency's fees to do those things - no mention of whether it's possible with your specific booking or whether airlines will also charge fees. 

Good that it seems to have worked out OK in the end though.