After booking airline tickets to Scotland through OneTravel, Jane Randolph discovered that the agency had misspelled both her husband’s name and her own. It fixed hers, but not his. Three months later, she’s starting to worry.
Question: My husband and I purchased airline tickets on Aer Lingus through OneTravel to attend a wedding in Scotland. When we received the confirmation, however, our names were misspelled.
I immediately called OneTravel to have the errors corrected. They corrected the spelling of my name but did not correct my husband’s. I have been trying for three months to have this corrected, but there has been no resolution. OneTravel informed me it would start working on this one week before my husband’s travels.
Can you help us get his name corrected? — Jane Randolph, Jacksonville, Fla.
Answer: I’m sorry to hear that OneTravel has dragged its feet on this issue for so long. You originally purchased your tickets in April, for travel in August, and you immediately notified the agency that it had made errors on both of your names. OneTravel fixed your ticket, and it should have fixed your husband’s ticket at the same time.
When you reminded OneTravel that they had not corrected your husband’s ticket, the agent noted that there shouldn’t be a problem, but he would need a copy of your husband’s passport so Aer Lingus could be contacted. This didn’t seem to be an issue with the correction of your ticket, but you sent them the copy, as requested.
When you hadn’t heard back, you contacted OneTravel again, which responded with the excuse that it was very busy working on “many travel requests for May and June,” and that your husband’s name change would be processed when his departure date came up in the priority list.
Aer Lingus was your next call, but it said it couldn’t help you because you made your booking through a third party.
You contacted OneTravel again at the beginning of July — three months after your initial request — and were told that the change would be processed one week prior to your husband’s departure. It again cited how very busy it was and how many requests needed to be processed before yours.
OneTravel’s terms and conditions addresses the issue of name changes, but not corrections to misspellings. On the customer support page of its website, however, the first item listed under the “Help Desk” menu is “Name Spelling Correction.” Are there so many mistakes made in the spelling of customers’ names that it gets top billing on the help menu? Is the representative with whom you have been corresponding responsible for all these name changes, and that’s why he’s putting you off until August? I wish I had answers to those questions.
During your next contact with OneTravel, you even offered to pay a fee to expedite the processing. It said no, and promised to have the change made approximately one week before your husband’s departure. When you asked the agent whether or not your husband would be allowed to board the plane with the current spelling on his ticket, the agent replied that it was “a minor spelling error” and that he “doubt[ed] the airline would deny him boarding.”
I don’t think his guess is good enough, and I doubt that TSA would think so either. Neither did you. OneTravel was founded in a barn in Pennsylvania 22 years ago, but it is now part of the Fareportal company of online travel agencies. You could have reached out to Fareportal, using the company contacts listed on our site. Instead, you reached out to us.
We contacted OneTravel on your behalf and asked it to make the necessary correction to your husband’s name, which it finally did. I hope you both enjoy your trip to Scotland.