Etihad - surname change on a non-refundable ticket
 

Hello,
My friend booked a non-refundable ticket for his family and myself from NewYork to Delhi in Etihad airlines on 25th Aug 2011.
We booked the tickets through an agency - MakeMyTrip.com (Travel Dates: Onward - 11th December 2011; Return - 5th January 2012).

While booking, we made a surname mistake in my name.
I've been calling both the airlines hotline and the agency's hotline for almost 2 weeks to resolve this issue over the phone, but in vain.
Both the customer care keep stating that the ticket has to be cancelled and the money will not be refunded.
I was dreading the loss, until I saw threads in this forum where the airline personnel have actually resolved the issue and smoothly too.
I am so happy to find positive results here.
I totally understand that the mistake is mine on the incorrect surname - no excuses. I am more than willing to pay small penalties.

I'm hoping that someone from Etihad airlines would notice this issue and resolve it for me without a cancellation

Any help is appreciated.

Best Regards,
Cyril

Hi Cyril,

I have the same problem when I booked on the internet yesterday. I got the tickets issued with only the first four letters of my surname "BENN" insread of the full surname "BENNETT". I called the call centre in Abu Dhabi and was told I cannot change and need to cancel the ticket. However, I booked with my girlfriend so our ticket cost is about £2000 and I am not willing wo sacrifice so much money, over what should be a minor problem. I am travelling in 3 weeks and desperate for a solution so we can both take the same flight. This is my first experience with Etihad. I too am willing to pay an administration charge if needed. I understand that my ticket can not be cancelled without losing the fee, but they don't seem to understand that I don't want to cancel my ticket, I want to fly with them!

I called back again and was told to send an email with my passport scan and an explaination to the call centre and they would change but I've not had a response from them yet.

If you get any positive feedback I hope you can share the experience with me.

All the best,
Kevin

Hi Kevin,

Sent you a message.

Best Regards,
Cyril

Dear Gentlemen.

Thank you for your posts. I have been advised that as of 01NOV 2011, all Etihad Airways offices are able to reissue tickets for name correction requests any time prior to departure of your outbound sector with a charge of USD75 or equivalent plus the Global Service Fee (if applicable).

The request must be for the same guest on the ticket and a passport copy is mandatory for all cases.

I hope this helps!

Cazzi B

Hi Cazzi,

I have sent you a couple of private messages this morning. When I called the Etihad call centre yesterday they told me I couldnt do a name change and had to cancel the ticket.

Kevin

Dear Kevin,

I have double checked as you made me doubt myself! :) ... It certainly is possible, and if you would like to contact your nearest Etihad Sales office, or Call Centre, they will be able to faciltate this for you.

Thank you

Cazzi B

Hi Cazzi,
I spoke to the Sales representative/Call center folks at Etihad airlines and they mentioned that it is possible only if we booked the tickets directly with Etihad airlines, not if we booked through an agency (eg: MakeMyTrip.com in my case).
They are insisting that I contact MakeMYTrip.com and ask them to reach out to Etihad airlines.

But, when I tried that, the agency folks were told by the Etihad support personnel that the ticket is nonrefundable and so no re-issuance is permitted and the only way is to cancel the ticket - without REFUNDS :confused:.

I am very sure that this is a miscommunication or ignorance of the policy by the folks at the call center.

I have tried it twice now.
Here are the blockades preventing easy resolution.
1 Non refundable ticket
2. Booked through an agency (MakeMyTrip.com)

I would go and try a few more times if I had the time. But I do not have that luxury now with only days left for my travel.

I am again seeking your assistance for resolving this issue.

Thanks again,
Cyril

Cazzi,

I called them again today and I am getting the same reply that they cannot make the change for agency initiated request.

I find it ridiculous at the reasoning of this denial.:mad:

They do not entertain me talking to them and insist that only agency guys should talk to them. And if the agency guys did, they simply deny that the changes cannot be made.

This cycle is going nowhere and I am being thrown around in all the calls and contact that I make.

I have spent hours now in trying to get a name change done.:mad:

I believe that you are going to be my only hope at this point.

I am travelling this weekend and I'm afraid that the airlines will not make any changes after Friday.

Please help me.!!


Cyril

Dear Cyril,

I understand your frustration.

Please check your direct messages.

Regards

Cazzi B

Hi Cazzi,

Thanks a TON for your responses and prompt work. The name change was done and I was able to fly without any hiccups.
The Customer care called me and made the changes with a penalty/ change fee of $130. I was very happy and relieved. :)

You are a gem. I wish there were more like you in Etihad Airways to make things easier.

Will write back once I complete my journey on 5th Jan 2012.

Best Regards,
Cyril

This is an excellent example of an airline employee proactively working to resolve the problems faced by travellers. It says a lot that it is an airline based in the Middle East.... Asian and Middle Eastern based airlines are growing rapidly... I wonder why?

Hi Cyril and Cazzi,

I have the exact problem Cyril had with Ethiad: I have booked my flight with a "travel agent" (i.e. lastminute.com) and reserved by mistake with the information entered in the form by Chrom auto-fill feature. As a result, my name appears to be:
emailaddress/NameSurname

Now, I have called the Italian call center of both Ethiad and lastminute, but they keep bouncing me to the other and telling me that no name change is possible. As Cyril said, I am more than willing to pay a reasonable fee, but I refuse to cancel my ticket without any refund!

Could you please tell me how you managed to change your name?

Thanks a lot,
Nicoletta

Dear Nicoletta,

Please could you DM me your flight details and personal details, and we can look into this for you. Though I cannot guarantee that I am able to help, I will certainly try.

Kind Regards

Cazzi B

Hi Cazzi,

I have just sent you a DM regarding my problem. My issue is very similar to Nicoletta's above.

My situation is very desperate and am hoping you will be able to resolve.

Thanks again,
Alex

I have heard so many horror stories about Chrome Autofill. I would strongly advise anyone to not use this feature... it is a nightmare!

Hi Alex,

I have recieved your DM, and will try my best to assist you.

One of our team will be in contact shortly.

Kind Regards

Cazzi

Hi Cazzi,

I have left you a DM regarding my personal contact details.

Thanks so much!

Alex

Hi Cazzi,

Sorry about all the messages, but I still havent received contact from colleague and my agent is not making any real progress. My flight is urgently approaching.

This flight is really important to me and my family, and I cannot afford to make another booking.

You really are the only person that could change this, I don't know where else to go...

My contact details are: a_lee35@hotmail.co.uk +447923322569

Please do reply and thanks so much in advance!

Alex

Surname Missing
 

Hi Cazzi,

I booked my ticket from Dublin, Ireland to Mumbai, India through Etihad site and have unfortunately not given my surname in the booking although my passport has a surname on it.
Name on booking is Mustaa Ali but name on passport is Mustaa Ali Hussain

I contacted the Etihad office here in Dublin to get the surname added in my ticket but after much discussion was told that they can only change 3 letters in my name and nothing more than that. The only way out according to them is to cancel the ticket, which is non-refundable and then rebook

Can you please help me out here as I'm not willing to lose the whole ticket amount just because of a surname addition.

Thanks!!

Dear Sir,

Please could you DM me your booking reference and flight details, and I can get someone to look into this for you.

I am unable to reply to your DM, however please be assured that this will be investigated.

Thank you.

Kind Regards

CazziB

surname missing
 

Hi Cazzi,

I have sent you a DM now with all the necessary information.

Thanks again for looking into this!
Mustaa

first name problem
 

Hi , I am new to this site. I booked my ticket with etihad few days back and by mistake in my first name i entered

FRUQAN:mad: instead of FURQAN. Ever thing else on the passport and ticket is same. It's just a letter misplacement.

I called etihaad to get it change but they are asking for 75$. What should i do ? Is there any way to get it change with getting a letter from airport which states my orignal name on that letter . They both can be read as
"F Sheikh(last name)". Any advice please as i need to fly in few days. Many Thanks.

Regards
Furqan

I have the same problem with my first name "BENJAMINE" instead of "BENJAMIN", Any help would be great as I leave tomorrow morning, thank you

Incorrect full names on tickets
 

Hi Cazzi B

I have sent you a direct message with the same issue. My flights are on 12 March (7 days from now).

I really hope to have a pleasant experience with Etihad and am more than willing to pay a reasonable penalty fee. However, numerous phone call to your call centre have delivered no results. Suggestions have ranged from "cancel the tickets and purchase new ones" to "just send the passports and we can sort it out" with no subsequent feedback.

I am very relieved with the replies and solutions you have posted on this thread and the many happy Etihad travellers. I realise this is my mistake and will do everything in my power to correct this. Your assistance will be greatly appreciated.

I will also DM you my contact details and booking reference.

Kind regards

Surname change
 

Hi Cazzi,

I have a similar problem. My surname is Vasudevan Chandrika but in the ticket I currently have only Vasudevan.
Can you please let me know if I can add Chandrika to my surname

Thanks,
Aswathy

Surname issue on the ticket
 

Hi CazziB,

I booked ticket for my wife using my Etihad Guest Membership login. We do not share a same last name even though I gave the correct first & last name for my wife (Even before confirming ticket it was displayed correctly), I noticed on the e-ticket that it is misspelled as my last name. When I call Etihad customer care they say I have to cancel my ticket & re-book it. This is a non-refundable ticket & I have not taken travel insurance. As this booking is for my wife & Kids I loose more than $3000 if I cancel this ticket. I have sent an email to Etihad Guest Service email id but I have not got any response yet. I am really worried as their travel date is in next 5 days. Any help is really appreciated.

Regards,
Sab

Incorrect Full name of kids travelling with mother
 

Hi Cazzi B,

I have booked my flight through an agent with ebookers.ie. I gave the name of my kids who have both second names only to receive a confirmation ticket with their second name as surname (M**** S******* instead of M**** S******* Q*****). I've contacted the agent a few times but I was told that it was not their fault because i confirmed the names on the telephone and that the only option is to cancel the booking and make a new reservation from which i will not be refunded any euro because our ticket is non refundable in case of cancellation. I have also contacted the Etihad Customer service here in Ireland but was told to get back to my agent and sort it with them.
I am very glad my husband found this website and by reading some of the posts I am hopeful that I will be able to correct their surnames with a little extra cost rather that losing more than 1500 euros.
Please help me...
I will also try to send you a direct message.

Kind regards,
Mich

Why are you people so ****ing stupid????

name change by 2 letters ?
 

Hello please can you help me to change 2 letters on my first name on my ticket to bangkok Barney on the ticket and Barnaby on the passport (my first name ) many thanks

surname change on a non refundable ticket
 

To whom it may concern,
I really need a help to change my surname on my Etihad airlines ticket which I will be leaving within 3 days. Me and my family have always been purchasing international flight tickets from etihad but somehow this time we made an error on my name. I am really in need of help but my travel agent is telling me to cancel the booking at the last time even though I already paid a large amount of money. Please help me!!!!

Wrote my surname in the middle name gap by mistake
 

Dear Cazzi,

I have bought a flight with you (5 flights in total). Unfortunately I made a mistake and put one of my surnames (Perez) as middle name (since in Spain we have 2 surnames). Would it be possible changing my surname so it shows correctly?

It should be: Elisa Perez Balsera (being "Perez Balsera" surnames) instead of Elisa P Balsera

My reservation code: KDLACZ
Ticket number: 6072121076797/98

I have called you several times but no one was able to help me, I have sent you as well a copy of my passport.

Thank you very much for your help in advance.

Kindest regards,

Elisa

Wrote my surname in the middle name gap by mistake
 

Dear Cazzi,

I have bought a flight with you (5 flights in total). Unfortunately I made a mistake and put one of my surnames (Perez) as middle name (since in Spain we have 2 surnames). Would it be possible changing my surname so it shows correctly?

It should be: Elisa Perez Balsera (being "Perez Balsera" surnames) instead of Elisa P Balsera

My reservation code: KDLACZ
Ticket number: 6072121076797/98

I have called Etihad 4 times but noone was able to help me, I have also sent a screenshot of my passport. Could you please help me out?

Thank you very much for your help in advance.

Kindest regards,

Elisa

Etihad name change of Honeymoon flights
 

Dear Cazzi,

My wife and I recently purchased two return flights from Melbourne to Amsterdam through BYOjet.com. This was to be our honeymoon as we were recently married. We booked both tickets in my surname as we were in the process of changing my wife’s surname on all of her documentation.

My wife is an Australian permanent resident but does not hold an Australian passport as she is not yet a citizen. Her Dutch passport was due to expire in March (around the time of our flight) and when we went to have this renewed, the Dutch consulate advised us that her passport MUST remain in her maiden name.

We contacted BYOjet to inform them of this issue and they asked us to present them with a copy of both my wife’s old passport and our marriage certificate. They apparently sent these to Etihad to see if a name change was possible.

After contacting Etihad, BYOjet sent us a return email... “Please be advised that after speaking with Etihad they had advised that due to the codeshare flight with KLM they are unable to amend the name. In this circumstance they have advised that full cancellation penalties will apply.”

The full cancellation works out to be $724 per ticket. This is almost half of the original ticket price! We cannot afford to lose out on this amount. The KLM codeshare flight is from Amsterdam to Abu Dhabi (EY7307). After several attempts to contact Etihad directly to see if anything further could be done we were referred back to BYOjet who cannot help us any further. We even tried to contact KLM who said they could do nothing as the booking is with Etihad.

Obviously we do not want to cancel this flight. We understand if we are required pay a fee for a name change. But what was supposed to be a happy and stress free honeymoon has turned out to be the exact opposite. It was an honest mistake as we had never imagined that changing your surname to your married name on your passport would be impossible.

Please please please please please help us as we are desperate!

Yours sincerely,

Jordan.

Surname Change on Etihad, please help
 

Dear Cazzi,

My boyfriend booked a ticket online but made a mistake with his last name. He filled in his first name as his last name so his name on the ticket is Warren Warren. He immediately contacted an etihad representative to change his last name but was told that they are unable to make any amendments and that the only solution is to buy another ticket since his ticket is non refundable. When he started complaining that the solution they gave him was ridiculous, he was told to send an e-mail tofeedback@etihad.ae. He immediately sent an e-mail explaining the issue and got a call from an agent. He was told to send a copy of his passport and that he would have to pay 75 USD as penalty for the surname change. It has been almost a week after he sent his passport copy but has not received any reply. His flight is drawing near and he has e-mailed every possible etihad*related e-mail addresses he can find to try to come up with a solution. He feels ignored and helpless and we don't know who else to turn to for help and we figured that you may be the only one who can help us with our problem...*Hope to hear from you soon.

Thank you.

Best regards,

Mee

Last name is wrong on the ticket and does not match with Passport
 

Hi Cazzi,

To my relief, i could find some posts mentioning the same problem that i am facing right now.

My Wife booked a flight for her parents few weeks ago with Etihad airways through Vayama. New Delhi to Chicago for 1st Sept. 2014 the trip ID is SEWXZ4

Passenger names:
VIRINDER JUDGE
KARAMJIT JUDGE

i just noticed that 1st passenger's (my father in law) complete name is VIRINDER SINGH JUDGE and his passport shows "VIRINDER SINGH" as his first and last name. Now when he used to travel with in US, it wasnt a problem as he carries his Drivers License, with his full name on it. We also contacted Vayaare but there is nothing that they are doing and suggesting to purchase a brand new ticket L
But now, he wouldnt even be let inside the airport with these tickets back in New Delhi as it doesnt match his passport.

I request you to please help me get his name changed on the ticket, otherwise cancelling this ticket and buying other would really rip us off financially :(

Please let me know if i need to submit any further information or proofs to get this done.

many many thanks,
Gill

last name change
 

Dear Cazzi,


I am writing to you with a lot of hope as I see that you have helped multiple people on this forum with the last name change problem.

I have left you a private message as well. Please help me in getting the last name changed on 2 bookings that I did for my husband and my daughter (2 yrs). Booking were done through travelopod.com

Now, ethiad is refusing to make any modifications to the name which are more than 3 letters.

I cannot afford to lose this money by cancelling this non refundable ticket.

thanks in advance,
Please help me.

The same problem with honeymoon
 

Dear Jordan,
I was wondering to know did your story end with happy honeymoon? Because we have the same problem and our honeymoon is in jeopardy

Please, don't make us regret choosing Etihad
 

Dear Etihad Representative,

I was trying to send private message, but couldn't ("Etihad Representative has exceeded their stored private messages quota and cannot accept further messages until they clear some space.")
So, I am writing here:
I have similar story with jaws79. We bought honeymoon tickets Helsinki-Bangkok in my husband's surname and were sure that 6 months is enough time to change the passport, however, with Russian Embassy it appears to be very long process and I still haven't got my new passport (and won't get in 1 month). Therefore, I was hoping that there is some option to change back my surname in the ticket to my maiden surname, so we could go to honeymoon.

Looking forward to hearing from you,
Evgenia

Etihad Airways
 

Dear Guest,

Please kindly send your request along with your booking reference to ********************** we will look into it for you.

Yours sincerely,

Online Community Team
Etihad Airways

really?
 

I get this copy-paste response every time, they have all our information already, nothing is changing.

Dear passengers of Etihad, unfortunately, I think there is no Cazzi anymore in this forum, he was the only one doing his job properly. I have spent 4 days politely calling, e-mailing, knocking to all social media and got some response only when I got angry, but problem still remains. We will see... I will write here again to keep you informed about how Etihad is treating their customers.