1 reviews | Active since Oct 2015
money forfeited for name change
My husband booked a flight for my mum last night(5 oct) he used a name we all call her by but does not appear on her ID since it was late last night i called them this morning to explain and change the name they said that i have to book another ticket and our money is forfeited. I asked if she could get an affidavit from police to say she is the same person they blankly said no. My husband was highly stressed at the time i had just had a biopsy we are awaiting results and I wanted my mum to be here when we got it.So now i might not be able to afford to book another ticket and have my mums support at this time.<br> Im dissappointed that the airline doesnt allow for human error when doing online bookings...we feel ******!
I do understand your frustration when the incorrect name was booked for your mother. We do have a page on our website whereby the name change policy is explained. You have also agreed to this terms and conditions, once the booking was confirmed.
We know mistakes can happen but please make sure that the traveller details (name and surname) are exactly the same as what is printed on the ID document. Name corrections are free but name changes are not allowed. If one needs to make a name correction, you'll have to call our Contact Centre on 0861 KULULA (585852) for assistance. We will permit name corrections in the following instances:
o Spelling changes/spelling error corrections
o Changes to last name due to marriage/divorce (Proof must be supp****)
o Changes to prefixes (Mr. ? Dr.)
o Changes to suffixes (add MSTR)
o Swapping last name and first name around
Unfortunately in this instance, we could not assist with a name correction as you booked the incorrect name. Please could you forward me your mother's booking code for further investigation to find a possible solution.
Thank you for being in touch with us.
Yours Sincerely,
Nazley - CR
I do understand your frustration when the incorrect name was booked for your mother. We do have a page on our website whereby the name change policy is explained. You have also agreed to this terms and conditions, once the booking was confirmed.
We know mistakes can happen but please make sure that the traveller details (name and surname) are exactly the same as what is printed on the ID document. Name corrections are free but name changes are not allowed. If one needs to make a name correction, you'll have to call our Contact Centre on 0861 KULULA (585852) for assistance. We will permit name corrections in the following instances:
o Spelling changes/spelling error corrections
o Changes to last name due to marriage/divorce (Proof must be supp****)
o Changes to prefixes (Mr. ? Dr.)
o Changes to suffixes (add MSTR)
o Swapping last name and first name around
Unfortunately in this instance, we could not assist with a name correction as you booked the incorrect name. Please could you forward me your mother's booking code for further investigation to find a possible solution.
Thank you for being in touch with us.
Yours Sincerely,
Nazley - CR