Why wouldn ́t "they" be able to find it?
You have a ticket on John John Smith, you can check in online and most likely nothing will happen as tickets are seldom checked with passports.
The rules are set by the individual airlines, NOT the agency, and the rules vary between the different pricing levels. You can access your booking online and read the 'Fare Rules', specifically Section 16: Cancellations and Changes.
The calls you are making to Expedia are long because they don't have the authority to change the name on a confirmed and issued flight ticket. Each time you call, they have to speak directly to airline and ask for their permission in the form of an authorisation code that is entered into the booking where the airline staff can see it. This can take up to 48hrs to obtain in some cases, maybe longer, but very often the airline will refuse because it's clearly stated in their fare rules that name changes are not allowed.
And that is the point where patience and a desire to help a customer begins to ebb. I can assure you of one thing clearly and absolutely, you will not get anywhere by shouting at people over the phone. You made a mistake and you are asking for help to correct it. Shouting and being rude will get you absolutely nowhere.
Let's just assume that your name is Mary Smith. How did you enter your name on the website, and how does it show on the booking?
Also, which airline is the booking with?
Sorry, the boarding pass and passport are checked together at the gate before boarding. OH was famously refused boarding at the gate a few years ago because the trainee ground staff said he needed a visa to fly to Santorini on a Greek passport
thanks for your comments. yes, i agree with you. actually i not intended to insult them. but they really get me crazy. i kept calling them in one week, no result.
in two weeks i have to fly. what shall i do? if they cant revise, should also tell me earlier. so i still can re-book. but they always told me that they will revise it, or ask me to contact air line company. just kept me waiting...
especially after i learned, that they earn money from calling. then i get more angry. that is reason, they always kept me waiting long when calling? at least half hour...
it is not normal company..
one week gone, called so many times, i have almost lost hope on their company, also not have much hope that my name will be corrected. i will check new ticket.
Expedia : i will never use more.
so, they deserve to get insult, since they not take customer serious, waste my time...
those who not respect others, not deserve respect also.
You can threaten to never use them (as if they cared) or claim they "don't respect you" (really???) as much as you want, the facts remain that:
a) it's your own fault
b) your behavior towards them is unacceptable, especially given a), so no wonder they have zero incentive to help you
c) Expedia doesn't make the rules, airlines do
d) a non-refundable ticket is a non-refundable ticket, independent of the agency and the airline. Read the fineprint, it's not possible to change the name on most tickets, especially not the cheapest options
e) as has been said it is unlikely to be a problem within Schengen
Unfortunately, it's perfectly normal, and I am sorry that you're in this situation.
My job for 10yrs was booking, amending and cancelling flight tickets. Certain airlines can be a nightmare to get hold of, even when you are calling them on a dedicated agents' helpline number.
Please take lots of deep breaths and call them one more time. This is what you need to say...
I'm calling regarding a name change to my booking reference ******
Can you please tell me if there has been any progress with amending the name on this booking?
Can you please tell me if the airline have added a vendor remark to the booking saying that a name change can be made?
Can you please send me an email of Section 16 of the fare rules for this ticket?
Can you please give me the PNR for the booking so that I can speak directly to the airline regarding this?
Some of my former colleagues now work for Expedia. They are bound by the same rules as all other flight bookers and have a better reputation within the industry than most.
You need to understand that you made a mistake, which can happen to all of us at one time or another, and go back to Expedia with a calm approach. They are the agents and are completely bound by the rules set by the airlines, so your anger is directed at the wrong people on this occasion. If I had CHF 10 for every time I've heard your story, I'd own a private island in the South Pacific by now.
Unfortunately, agents cannot 'do favours' or 'bend the rules'. They can try, but it would be in the full knowledge that a) the passenger could be refused boarding, and b) they would incur a substantial fine (ADM) imposed on their employer by the airline, that would match, if not exceed the cost of your ticket and seriously jeopardise their job. I once saw a colleague get an ADM from British Airways for £18,000 for issuing a ticket incorrectly.
Now if you want help, I'm happy to help you. I'll happily help you find an alternative flight if this doesn't work out for you, but you will need to follow the steps I've given to you first.
Blueangel, in this context, your username makes complete sense!
Wow, Lily, this is an amazing list of questions, with all the vocabulary set out for you! Hope you can make this suggestion work for you.
Go for it, Lily. Take that deep breath, be calm, and I hope you can now sort it out by phone very politely, using the list of questions sent to you, here, by someone who seems to be an expert in exactly this field.
If it doesn't work by phone, you might also try writing the same questions by mail... if you can first find out the right mail address. The customer services number you are calling might be able to tell you.
Thanks but it's just the bird with the big tits hanging from the ceiling of Hauptbahnhof.
So what happen to your OH in the end? Did he get on that plane?
Yes but I was at the plane door before I realised he wasn't behind me. Got back to the gate just as his eyes rolled into his head like a shark about to attack. Phew! It was a case of "You! Over there and shut your effin trap now!" to OH, and "Can I speak to your manager please, immediately!" to the (Thomson) trainee.
they told me yesterday, they have revised my Name. but it takes time until it Shows correct in Internet. how Long it takes? not know. he told, anyhow i still have two weeks before my vacation.
that is the Point it sucks now...
i know, every lesson costs. so, if it cant be revised, i will buy a new ticket as early as possible. then be more careful in future, also try to book directly in Airline Website.
but their words just Keep me hanging here now....
Thanks. they have mail address, but never response. other People in Internet also told the same.
so, only way to reach them is calling.
yes, i was friendly at beginning. but it not helps after i tried several times.
every time i have to repeat the whole Story from A to Z. it really gets me frustrated.
@ Blueangel
Thanks, you are really nice. i know, i should not shout, but it is really frustrating as the time goes. cause i have booked / paid all other things for this vacation. if the air ticket cant solved, i will lose much Money, also ruin my vacation.
now i wait to see, if my Name will Show correct.
also check for other flights..
You could leave a message on their FB page https://www.facebook.com/expedia/
Take a deep breath before you write and keep to the facts without going off on a rant (even if you feel like it). Most companies hate complaints being aired in public so it might speed up their response time.
Many thanks for all the suggestions and comments. now i wait another 1 or 2 days, then wait and see.
There is a booking number reference isn't there? That would be used to identify your ticket. I don't think the name thing is that much of an issue. They are used to spelling mistakes in names here with umlauts. Just get to the check in an extra hour earlier.
yes, every time i must tell the booking number. but it has no relation with Name.
i have tried at swiss Airline Website. for booking Revision, one must have booked directly at swiss Airline Website. otherwise, have to contact travel agency.
A one way is always expensive. Sometimes even more expensive than a return ticket.
Additionally, there are different price levels in Economy:
No booking changes, No cancellation.
Booking changes for a fee, No cancellation.
Free booking changes, Cancellation for a fee.
Free booking changes, free cancellation.
The more flexibility the more expensive.
Expedia, Booking.com, ebookers, etc. normally only offer the cheapest options.
When I book a flight at expedia it clearly says "Tickets sind nicht erstattungsfähig und nicht übertragbar. Namensänderungen sind nicht zulässig." Or in English "Tickets are non-refundable and non transferable. Name changes are not allowed."
So you really have to be careful when entering your name. I am glad and happy that it looks like now is all sorted and fixed.
But a question,
So you wrote:
Vorname /Give name/ First Name: Lilly
Nachname/Family name/Last name: Lilly 5469
or
Vorname /Give name/ First Name: Lilly Lilly
Nachname/Family name/Last name: 5469
The first one would most likely lead to some trouble at the airport, the later one may work without any issues.
i am the first one
cause i get used to write the complete Name. so did not pay Attention.
Ok, so Expedia have done their bit and are now waiting for the airline to amend the booking on their systems.
Worst case scenario is that the airline (Swiss?) will only show a name change has been authorised by adding a vendor remark to the booking.
N.B. Once the airline have made a physical change to the booking which is more than a time change to your flights - such as a name change - the airline will have 'ownership' of the booking, leaving the agent unable to make any further changes in the majority of cases. Therefore, any further changes must be made directly with the airline.
If you experience any problems checking in luggage - which is the first point where your passport and ticket / boarding pass will be checked together - ask the member of staff to please check the vendor remarks in your booking.
if you still feel uncertain, please email Swiss customer services. They are very good at replying within 72hrs.
Notes for the future:
It is almost always better to book personal flights directly with the airline.
The exceptions are:
Corporate travel - the nominated agent will have access to contractually agreed fares with your employer's prefered airlines.
Long haul flights to Asia, Far East, South America, Australasia - there are still specialist travel companies who have reduced fare 'seat allocations' with their prefered airlines.