Wrong Boarding pass details -cost me £900

HamsterHeaven

Hi, wonder if anyone can help me...I recently went on a package deal through  Last Minute. Had to pay for another airline ticket (£900) at the airport because my name on my boarding pass was "Ms Lastname" instead of "firstname lastname". I checked my boarding pass details several times before I went and assumed this Ms was a suffix on the boarding pass (didn't realise it had to be first name lastname). At the airport the airline refused to let me on because because my name on my boarding pass was "Ms XXX" instead of "firstname lastname" - the details being different to my passport.  

I know all the T's&C's state to check your boarding pass details are correct, and ironically, I had to contact LM before as the wrong amount of luggage was on my boarding pass - they just said "don't worry,  it's on the Airline's account, you can still use the boarding pass". 

I've contacted LM several times to ask for a refund, of which they sent me one abrupt email back to state that it was user error in putting the wrong name on the booking-  and there are no other responses from my email. 

Yes, I know it's my responsibility to make sure my boarding pass was correct, which I did attempt to do, but not knowing the syntax of the boarding pass meant I thought everything was ok.  

I'm so frustrated by this, surely LM should take some responsibility? I'm assuming everything is automated but given they get my passport info and the security issues surrounding flights, they have a responsibility also to check the details match properly too? 

I am going to make complaints to ABTA, the Airline, and look at pursuing this through my credit card...but really don't feel hopeful of a refund.  £900 is a ridiculous amount of money to pay.

Has anyone had any experience of this or any other suggestions? 

SiliconChip

Is there anything in your records with LM of the booking that shows you did provide your first name? If there isn't then I'm not sure you have much of a case, every flight I've taken for many years is clear that the name on your boarding card must match the name on your passport (or other ID for domestic flights).

HamsterHeaven

Thanks SiliconChip. My account that I booked it through is listed firstname lastname - I booked exactly the same deal last year (although I suppose they could argue that I could have been booking on behalf of family member?). Plus throughout the chat regarding the baggage I was telling them that it was me that was going on holiday.  (I have told them this!!!)

Mr.Generous

It's not up to them to check you have provided the right details, it's up to you to do it I'm afraid.

Westin

HamsterHeaven said:

Hi, wonder if anyone can help me...I recently went on a package deal through  Last Minute. Had to pay for another airline ticket (£900) at the airport because my name on my boarding pass was "Ms Lastname" instead of "firstname lastname". I checked my boarding pass details several times before I went and assumed this Ms was a suffix on the boarding pass (didn't realise it had to be first name lastname). At the airport the airline refused to let me on because because my name on my boarding pass was "Ms XXX" instead of "firstname lastname" - the details being different to my passport.  

I know all the T's&C's state to check your boarding pass details are correct, and ironically, I had to contact LM before as the wrong amount of luggage was on my boarding pass - they just said "don't worry,  it's on the Airline's account, you can still use the boarding pass". 

I've contacted LM several times to ask for a refund, of which they sent me one abrupt email back to state that it was user error in putting the wrong name on the booking-  and there are no other responses from my email. 

Yes, I know it's my responsibility to make sure my boarding pass was correct, which I did attempt to do, but not knowing the syntax of the boarding pass meant I thought everything was ok.  

I'm so frustrated by this, surely LM should take some responsibility? I'm assuming everything is automated but given they get my passport info and the security issues surrounding flights, they have a responsibility also to check the details match properly too? 

I am going to make complaints to ABTA, the Airline, and look at pursuing this through my credit card...but really don't feel hopeful of a refund.  £900 is a ridiculous amount of money to pay.

Has anyone had any experience of this or any other suggestions? 

Ms. is a suffix and correct. It seems your (big) problem was not booking your ticket correctly and not giving your first name when you made the reservation.

Your name (including a given first name) used to make the booking should be the same as your passport. 

You should have picked up on your error immediately post booking when travel confirmation was sent, although I am surprised the ‘first name’ field on the website didn’t pop up a warning to say details missing.  Checking your boarding card is correct is one thing, checking your original booking and ticket were correct another. You have responsibility for both.

LM’s response seems appropriate. They have no responsibility to check your details match your passport. You will have booked this online and added (or not added) the required information.

IMO, this was a mistake of your own making and I don’t see a positive outcome for you from ABTA (not that LM are members anyway) or your credit card company.

TELLIT01

I suspect the OP entered Ms in the 'First Name' field as I would be very surprised if the system would permit nothing being entered in the 'First Name' field.  I agree with the previous responses that the fault lies entirely with the OP.  Many people have unusual first names and it's not reasonable to expect the booking agent or system to query every name.

HamsterHeaven

OK.  Thanks for your comments and thoughts everyone.  I do accept it's some of my responsibility but I stlll think that a big organisation like Last Minute should also have some liability too. If they can automate lots of their processes  then surely they should be able to have an automated system in place to flag up differences between the name on the passport and the name on the boarding pass and send an email/notification to the customer. 

I didn't realise that boarding passes (or the syntax) vary in information. I expected more from a travel retailer, so certainly won't be using them again and tell everyone else to stay clear, as well not making the mistake I made.

Westin

I think you are right @TELLIT01.  The field prompts for something to be entered. I guess it is where 'Ms' was added.



and secondly

eskbanker

HamsterHeaven said:

OK.  Thanks for your comments and thoughts everyone.  I do accept it's some of my responsibility but I stlll think that a big organisation like Last Minute should also have some liability too. If they can automate lots of their processes  then surely they should be able to have an automated system in place to flag up differences between the name on the passport and the name on the boarding pass and send an email/notification to the customer. 

I didn't realise that boarding passes (or the syntax) vary in information. I expected more from a travel retailer, so certainly won't be using them again and tell everyone else to stay clear, as well not making the mistake I made.

Just to reiterate, unless there's any evidence that the boarding pass was produced with a different name, it's what's on the ticket that counts, i.e. the error should have come to light long before check-in.  How exactly was your name fed back to you on the booking confirmation from LM?

sheramber

Some foreign first names are short, particularly Chinese ones. 

A machine would accept what was entered on the form.

Voyager2002

HamsterHeaven said:

Thanks SiliconChip. My account that I booked it through is listed firstname lastname - I booked exactly the same deal last year (although I suppose they could argue that I could have been booking on behalf of family member?). Plus throughout the chat regarding the baggage I was telling them that it was me that was going on holiday.  (I have told them this!!!)

This could be really important.

Do you remember: when you made the booking, did the computer fill in your name from your account, or did you type in your name yourself?

I had one awful experience with LM when I was buying an air ticket and their computer changed the date of travel to the day on which I was making the booking -- thankfully I spotted this just as I was about to press the button for final payment. Maybe something similar happened to you?

And yes, you should never again use this terrible agent.