Crosswords1 min ago
Booking Name Error
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I booked 2 tickets to Europe on Lufthansa airline using Travelocity; unfortunately I made the error of entering the name people everywhere call my mother, rather than the name that is on her birth certificate and consequently her passport. This would of course prevent her from getting on the plane.
I'd thought this was a minor clerical error that could be fixed by a customer service employee going into the database of upcoming flights and changing a line; after all Travelocity had already changed my flight numbers before on pre-booked flights for previous airlines without consulting me. But when I spoke to Travelocity (who outsources their customer service, and it's never the same guy you talked to twice), they said they could not refund or transfer flights. I told them that I was not interested in getting a refund or giving my ticket to another person; I just needed to change the first name on one of the tickets so that she could get on the plane, but for them, changing a first name is basically booking a brand new ticket. They told me to go to Lufthansa; Lufthansa employee told me the same thing, that I had to take it up with Travelocity since they don't get paid by them until after the flight takes place. (Still on my credit card statement, the charge is made by Lufthansa; Travelocity does not appear on there) Still through Lufthansa, I was still able to book my mother on the same round trip flight, so we are both able to be on the same planes to the same airports at the same time.
Unfortunately it still stands that I have booked 3 round trip flights for 2 passengers, when all I really wanted to do was replace an erroneous ticket for the correct one. I tried dealing with Lufthansa customer service, because they seem to be able to talk to each other (like a manager) and their name is on the bill anyway. Lufthansa keeps insisting I should talk to Travelocity--since it's they who put me on their airline in the first place.
I'd thought this was a minor clerical error that could be fixed by a customer service employee going into the database of upcoming flights and changing a line; after all Travelocity had already changed my flight numbers before on pre-booked flights for previous airlines without consulting me. But when I spoke to Travelocity (who outsources their customer service, and it's never the same guy you talked to twice), they said they could not refund or transfer flights. I told them that I was not interested in getting a refund or giving my ticket to another person; I just needed to change the first name on one of the tickets so that she could get on the plane, but for them, changing a first name is basically booking a brand new ticket. They told me to go to Lufthansa; Lufthansa employee told me the same thing, that I had to take it up with Travelocity since they don't get paid by them until after the flight takes place. (Still on my credit card statement, the charge is made by Lufthansa; Travelocity does not appear on there) Still through Lufthansa, I was still able to book my mother on the same round trip flight, so we are both able to be on the same planes to the same airports at the same time.
Unfortunately it still stands that I have booked 3 round trip flights for 2 passengers, when all I really wanted to do was replace an erroneous ticket for the correct one. I tried dealing with Lufthansa customer service, because they seem to be able to talk to each other (like a manager) and their name is on the bill anyway. Lufthansa keeps insisting I should talk to Travelocity--since it's they who put me on their airline in the first place.
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It sounds like Travelocity might have been in error. The Lufthansa website makes it clear that any changes should have been handled by your agent, and not by Lufthansa. 'Economy Basic' fares seem to attract a handling charge of either �25 or �50 from Lufthansa. (However, an agent would be entitled to add on their own administration fee. Travelocity's fee for any changes is �45). I can see nothing on the Lufthansa website to indicate that no changes are permitted to even their cheapest tickets. However, the bad news is that, if you've purchased Economy Basic tickets, absolutely no refunds are permitted.
It is, of course, possible that Lufthansa made some extra-cheap tickets available through Travelocity, with a 'no changes' rule applied to them. If so, that rule should have been shown (either directly or by clicking on a relevant link) at the time of purchase. Check what it says on the tickets. If 'Economy Basic' or 'Economy Flex' is shown. it's likely that a change could have been made (for the fees indicated above). However, if 'Discount', 'Economy Special' or something similar appears, then you were given the chance to view the rules and you've no right to complain when those rules are applied.
Travelocity is part of the same (American-owned) group which includes LastMinute.com. They've generally got a good reputation in terms of customer service. Query their decision. If they're in error, they'll probably admit it and offer you some compensation but you can't expect them to pay you anything if you simply didn't read the rules at the time of booking. Write to Customer Relations Department, 4th Floor Victoria Gate, Chobham Road, Woking, Surrey, GU21 6JD.
Chris
It is, of course, possible that Lufthansa made some extra-cheap tickets available through Travelocity, with a 'no changes' rule applied to them. If so, that rule should have been shown (either directly or by clicking on a relevant link) at the time of purchase. Check what it says on the tickets. If 'Economy Basic' or 'Economy Flex' is shown. it's likely that a change could have been made (for the fees indicated above). However, if 'Discount', 'Economy Special' or something similar appears, then you were given the chance to view the rules and you've no right to complain when those rules are applied.
Travelocity is part of the same (American-owned) group which includes LastMinute.com. They've generally got a good reputation in terms of customer service. Query their decision. If they're in error, they'll probably admit it and offer you some compensation but you can't expect them to pay you anything if you simply didn't read the rules at the time of booking. Write to Customer Relations Department, 4th Floor Victoria Gate, Chobham Road, Woking, Surrey, GU21 6JD.
Chris
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