Expert: Roberto Gomes - 10/17/2008

Question
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 the flight in the first place.  (Travelocity has no "real"
steady personnel, just a staff that gets shuffled around like cards, so I can't
even give Lufthansa a name to contact)  

I'm so torn; I think it would be a simple solution if Lufthansa would just credit
me back the amount for the 2nd ticket while leaving in the 1st and 3rd one,
(if only Lufthansa and Travelocity would talk together instead of using me as
middleman!) but the more I call people, the harder it is to explain what was
originally a small error.  What do you think I should do?  I'm at my wit's end.  I
appreciate any help you can give.  Thanks.

Answer
When booking online, clients are responsible for all the information provided. At Travelocity website there is a FAQ regarding your situation with two answers:

1. I made a mistake with my reservation
Question
Can a reservation be corrected or voided without penalty if I've made a mistake?
Answer

It is extremely important that you carefully review passenger information/itinerary details and that you understand the policies, rules, and restrictions of the fare before entering your credit card information to purchase your reservation. If you do find you made an error while booking please contact us immediately by phone.

   * At the time of booking, when you entered your credit card information and selected "Complete Reservation" you acknowledged that you read and accepted the terms and conditions of the fare.
   * If an error is discovered please contact us by phone immediately. We will make every effort to assist you but are required to charge any penalties enforced by our vendors.
   * If you purchase airline tickets and notify us within 24 hours of your purchase that you've booked the wrong dates, we'll rebook your airline tickets without charging a change or cancellation fee.


2. Book airline reservation for someone else
Question
How do I make an airline reservation for someone else?

Answer
You can make a reservation and purchase for others (using your credit card or theirs) even if you are not including yourself on the reservation.

   * Proceed with the booking process as if you were booking yourself (select flights, review/agree to policy/rules, etc.) until you reach the "Complete the passenger information" page.
   * Enter the correct passenger information. If there is more than one traveler, passenger information boxes for each will be found below the first name.
   * Be sure to review each field carefully before clicking "Information Is Correct." Remember that passengers’ names cannot be changed after this point.


As a suggestion, go to the airport and talk with the Lufthansa staff and make sure that you have all your mother docs. Most situations are better handle at the airport than with reservations agents.

Hope this helps.

Best Regards,
R. Gomes