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Travelocity Complaint - Ticket Name Correction from Shortened First Name to Full
Travelocity Complaint

Travelocity Complaint


Ticket Name Correction from Shortened First Name to Full

I don't even know where to start. A family member booked several flights for a family trip to the Czech Republic in June. He is a very experience international traveler so I felt completely comfortable letting him have the task.

When he emailed me the itinerary, from Travelocity , I noticed he booked using my shortened version of my name rather than my full name as it appears on my passport. It was past the 24 hour window but I still was not in a panic because I thought, even if a fee applied, it would be an easy fix. He had anticipated a page following the page that booked it asking for passport information (many airlines do when booking online) and when he clicked "book it" or something, that was it. It was booked.

Both of us spent several hours on hold (4 ) to their call center in India. Initially, we were told, no problem Aeroflot is an easy airline to work with they will fix it no problem. Then they claimed they couldn't get through to Aeroflot. Then we were told because there was a connecting flight with another carrier, it could not be done. Ever. By anyone. Unless, miraculously I showed up at the Aeroflot office in NY or Miami and somehow then they could change it.

The manager in India actually told me I should have booked it right the first time. When I asked what I should no--he replied "Buy a new ticket". As though, everyone just has $1200 laying around to buy plane tickets.

FInally, after I Tweeted my complete desperation a higher up American rep called me and seemed to want to help. She was looking into getting a refund and having Aeroflot rebook a new ticket. No go. I was told they did agree to refund me the taxes. I was given a "special" number and a case number to call to facilitate this refund but that it would take many weeks". (about $480--which I later found out is required to offer by law for a non-refundable ticket)

The next day I call the number and give my information. I am back at the India (I assume it is India) call center and back on hold. She can't look at a case number. She looks up my ticket number and name and says she does not see me in her system and can't help me. I try to give her my case number and she says I basically don't exist.

I am basically told by Travelocity that they are powerless. After all this I receive this email from Aeroflot:

Dear Mrs. XXX,
Thank you for contacting Aeroflot call center. According to the rules, all modifications at completely unused ticket can be made only by the agency, issued the ticket initially.

It is necessary to contact the place of purchase the ticket:

LAS855 201 7800 A TRAVELOCITY 5056098

So, that is basically where I am at. I Have emailed back Aeroflot and told them I have been told that only they can make the change. No one can do anything--it's not even a material change. It would involve adding 5 digits to a name for a flight that is 3 months from now. I can not afford a new ticket ---Now, I do understand that an error was made on our end and I'd even be willing to pay a fair sum to have it made. However, now I am basically being told by both companies, it is the other company's policy that prevents the change.

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