Addition to name

We have exhausted all options in our struggle against Airlink (via Travelstart) - five phone calls to be exact - to add an addition to a surname. Note, not cancel a ticket or amend a name. Just add the final part of the surname to a ticket, without which the passenger will not be able to board her flight. For this Airlink (so Travelstart agents say) charges a penalty of R1,809, which they deem a cancellation of a ticket. And the traveller would need to purchase a new ticket.