“I called both Travelocity and United to see if we could get the ticket changed,” said Demastrie, a media buyer from Washington. “But the best they said they could do was to make a note on the account of the name change.”
Small discrepancies between the name on a ticket and a passenger’s driver’s license or passport used to be shrugged off by airlines and airport screeners. But under the Transportation Security Administration’s Secure Flight program, the name on a ticket and on an ID must match exactly. If they don’t, you could be delayed or prevented from flying. It turns out that there’s some wiggle room for errors, though, which isn’t always disclosed to air travelers. More on that in a minute.
Airlines sometimes offer to make an electronic notation on an airline reservation that contains a minor error, but they can’t guarantee that it will work. The only way to be 100 percent sure, they’ll frequently say, is to buy a new ticket with the correct name. In some cases, they’ll offer to change the name for a fee. Demastrie was so worried that he bought a fully refundable ticket on another airline, just in case United told his wife that she couldn’t fly.
No question, Secure Flight is an opportunity for airlines to make even more money. The airline industry just wrapped up its most profitable year in a decade, in large part by charging so-called “ancillary” fees, such as change fees. United Airlines collected $243 million in cancellation and change fees during the first three quarters of 2010, and domestic airlines as a whole collected $1.7 billion, already surpassing the figure for all of 2009.
Are airlines exploiting the TSA’s stricter name-matching requirements to squeeze even more money out of us?
No, says the industry. Delta Air Lines, which collected the most cancellation and change fees ($533 million in the first nine months of 2010), is promising to work with customers to fix name errors instead of sticking them with a change fee or telling them to buy a new ticket. “It’s handled on a case-by-case basis,” says airline spokeswoman Susan Elliott. “It depends on how significant the change is that they’re requesting.”
Typically, airlines will correct small errors, such as changing a letter or two, without any questions or surcharges. Beyond that, it’s often up to the reservations agent or your travel agent to decide how to solve the problem. And that’s where things get a little murky.
“If a Travelocity customer catches a mistake in their name within 24 hours of booking, we will cancel their ticket and reissue” it, says Travelocity spokesman Joel Frey. “Beyond that 24-hour window, it really comes down to the airline’s flexibility on a case-by-case basis.”