1 reviews | Active since Oct 2013
Company policy
I book and paid for a flight ticket with BA for my 6 year old step son. When I made the booking I used his mother's surname. When I confirmed with her, she informed me on his birth certificate, it is his father's surname. When I called the call centre, I was informed that I cannot change the surname even though it is the same person. I request to speak to a manager and the manger informed me that they cannot do it and that they will only refund me the airport tax. This is more or less R 300 and I will be losing R 2000. I read their policy on the website and they say that you can call in to change it. they informed me that I cannot change the surname because I didn't book it online. What they are saying and what they have on their website are 2 different things and I am really disappointed in the way they are handling this matter! We are flying our son up for the holidays and no BA is making it almost impossible! I am truly disgusted with their policy and the way it was dealt with!
Thank you for taking the time to contat us and for sharing your concerns .
Our customers are required to insert their legal names when making a booking, as it is an (IATA) International Air Transport Association requirement.
When one makes a booking online, it does notify the booker to insert the correct legal name of the customers. as mentioned on the ba.com website the terms and conditions of travel differ to Comair . I am aware in your case , the agent at the contact center had confirmed the name of the traveller with you and to which you had agreed upon at the time . It does also state in the terms and conditions, which you agreed to before confirming the booking that name changes are not allowed.
We will be in touch with you directly to advise on a solution to your request .
We do value your feedback as we are always on the lookout for ways of improving our services to our passengers.
Bye for Now
Fazila Khan
Customer Relations
Thank you for taking the time to contat us and for sharing your concerns .
Our customers are required to insert their legal names when making a booking, as it is an (IATA) International Air Transport Association requirement.
When one makes a booking online, it does notify the booker to insert the correct legal name of the customers. as mentioned on the ba.com website the terms and conditions of travel differ to Comair . I am aware in your case , the agent at the contact center had confirmed the name of the traveller with you and to which you had agreed upon at the time . It does also state in the terms and conditions, which you agreed to before confirming the booking that name changes are not allowed.
We will be in touch with you directly to advise on a solution to your request .
We do value your feedback as we are always on the lookout for ways of improving our services to our passengers.
Bye for Now
Fazila Khan
Customer Relations