misspelled name on airline ticket

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Jan 23, 2019
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#1
We purchased by phone round trip tickets with United Airlines to Croatia. The trip involves changing planes in Frankfurt to a Croatian Airlines flight to Split and returning from Dubrovnik.

The agent misspelled my middle name by one letter, it's Hendry not Henry. Also the agent did not enter an email address, so I did not receive a receipt as requested. I do regret waiting a little over a day before I found the error by going online.

I called United and was told not to worry, they would change my name for both flights and add my email address. I was told it would take a day or so since it involved another airline.

Again no email showed up, this was over the MLK holiday, so I called them first thing Tuesday morning. Again I was told there was no email on file, and this time I was told they could not correct the spelling of my name. They did say they would attach a note to my reservation stating my name was misspelled.

I know the name on your ticket is supposed to match your passport exactly. I asked them to send me an email stating my name was misspelled, but they wouldn't do that. My impression was they didn't think this was anything to worry about, probably it wouldn't even be noticed. Still, I'm nervous.

People seem to have had luck getting this corrected at the airport. Does anyone know what the deal is? I'd just like someone at United to take responsibility and assure me I'll be fine, preferably in writing.
 

Neil Maley

Moderator
Staff Member
Advocate
Dec 27, 2014
16,211
14,798
113
New York
www.promalvacations.com
#2
A small spelling error like one extra letter can usually just have a notation made in the airline record that will suffice. Otherwise you have to buy a new ticket.

Didn’t you think to ask when you bought the ticket how you were going to get your copy of the reservation?
 
Jan 23, 2019
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#3
A small spelling error like one extra letter can usually just have a notation made in the airline record that will suffice. Otherwise you have to buy a new ticket.

Didn’t you think to ask when you bought the ticket how you were going to get your copy of the reservation?
When I made the reservation I gave them my email address and asked for an email confirmation.
 
Jan 23, 2019
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#8
Just to update. I did fill out a United Airlines "Help Form" which I found in Company Contacts and I got the following reply;

"Thank you for contacting United.com Web Support. My apologies for the delay in this response.

Thanks for your email. I'm sorry to hear of the issue with your reservation. Because your ticket includes other carriers, we are unable to modify any name on the ticket. This is because it will actually send the other carrier a message to cancel the itinerary when a name is modified on your reservation. I would suggest that you contact Reservations and request a refund due to the name error and then make a new reservation with the correct information. Please contact Reservations at 800-864-8331 and refer to your confirmation number. My apologies for any inconvenience this may have caused."

I did as suggested and called the Reservations number. The agent was able to refund the ticket and make a new reservation with my correct name. I was told they would honor the price I originally paid, but since there had been a price drop I actually got the tickets at a lower price!

I'm impressed with United Airlines and I couldn't be more pleased with the outcome. Thank you at Elliot Advocacy for your help.
 

Neil Maley

Moderator
Staff Member
Advocate
Dec 27, 2014
16,211
14,798
113
New York
www.promalvacations.com
#15
In my opinion that is how it should have been handled— considering their agent made a typo.

Thank you for coming back with the good news.
I agree 100% and that is most likely why - Nicholas didn't do anything wrong.

In the future - check your email confirmation as soon as you receive it to make sure everything is correct, from the spelling of names to the dates and times. You have 24 hours to correct in most cases.
 
Jan 23, 2019
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#16
I should say when I called United back about a refund, I did ask to speak with a supervisor. She seemed to know all about my case and she had the authority to act.

Thanks again Neil, Cayohueso, Carrie and Christina for taking an interest in this problem. My brother suggested Elliot Advocacy and I'm glad he did! What a wonderful service you all provide.