DENIED BOARDING

Muted digital illustration of a distressed man in a suit sitting with his head in his hands at an airport, blurred travelers passing behind him.

The $1,863 mistake: Why a missing last name cost one passenger his ticket

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Saurabh Kumar had a passport, a plane ticket, and a plan to visit family in Delhi. He was good to go, or so he thought. The trouble was hiding in plain sight on his passport: his full name sits in the given-name field, and the surname line is blank. That is ordinary in parts of the world, but a headache for Western airline systems that insist on a last name. When Expedia’s booking form demanded one, Kumar did what most people would do, he split his name into a first and a last and clicked buy. He had done it before and flown without a hitch. This time, at the Toronto airport, the Porter Airlines computer stopped him cold. The name on his ticket did not match the name on his passport, and to a security system built to screen millions against international watchlists, close enough is not enough. Porter said only the ticketing airline, Qatar Airways, could authorize a fix. Qatar was not at the counter. And the clock was running out.

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Air travelers deserve stronger consumer protections—in Europe and the U.S.

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Mila Schoun knew what his downgrade was worth, but his airline pretended it did not. Schoun and his wife had paid Swiss International Air Lines for premium economy on a flight from Prague to Miami, and then the airline changed aircraft and put them in regular economy for the 10-hour crossing. He asked for the difference back. Swiss refused. What Schoun had on his side, even if he had never heard of it, was EC 261, a 21-year-old European regulation that makes airlines pay when they cancel, bump, strand, or downgrade you, and that quietly protects millions of Americans on any flight leaving an EU airport. Europe just spent the spring fighting over whether to gut that law, with the airline lobby pushing to raise the delay threshold and erase most claims. Passengers appear to have dodged the worst of it. But there is a quieter problem that no one in Brussels lobbied for and no one fought against, one that has been draining the value out of this protection for two decades while everyone argued about something else.