[Matt123]

Dear all,

I need help!

I'm flying with Air Berlin from Düsseldorf to Bangkok via Abu Dhabi (and back) for my honeymoon in late August. The part from Abu Dhabi to Bangkok is with their partner airline, Etihad.

When I booked the flights in December, I entered my fiancée's name as her married name. Her passport expired in April, so we planned to get her married name on the new one. She is from Luxembourg, and we've now found out that it's not possible to change your name on your passport in Luxembourg: You always keep your maiden name, and take your married name as a kind of semi-official extra bit. We didn't know when we booked.

I called Air Berlin on Friday to change the name. They can do that, but Etihad will only change three letters (for a fee of $75 dollars, which I don't mind paying). I've called both airlines customer service lines (Air Berlin in German and English) and they all say I have to cancel the flights and either rebook them or not rebook them. We took out travel insurance, but it obviously doesn't cover quirks of Luxembourgish passport protocol. We'd only get the tax back, and lose the rest.

My fiancée has been in tears for two days. It's our honeymoon...

The level of customer service has been appalling. The Air Berlin staff laughed at me and said "you should've thought of that when you booked". I asked to speak to managers/supervisors from Air Berlin and Etihad, and was told they'd "all gone home". Air Berlin took my number and promised to get a manager to call the next day. That didn't happen. The girl at Air Berlin's English line didn't even write my number down. I asked her to repeat it and she burst into giggles and said she'd forgotten.

I either need to figure out a way we can still go, or figure out a way of getting as much money as possible back. I cannot afford to cancel and rebook and the new price.

Even if Etihad wanted to show some flexibility (they don't), they claim to be unable to access the flight details because we booked it with Air Berlin. Even if Air Berlin wanted to help, they claim to be unable to do anything because it is Etihad's policy.

We're finding out today whether it's possible to get some kind of extra document from the Luxembourgish passport authority. However, even if it is, I don't know whether either airline would accept it.

Ultimately it's in the airlines' interests for me to cancel (they get money) and then someone else to book our places (they get lots more money).

Their customer service has made no effort to help whatsoever.

Any help you could give would be gratefully appreciated!

[jaws79]

Hi Matt123,

My wife and I are in exactly the same situation, the only difference is my wife's nationality - Dutch. We were just wondering what your outcome was and if you had any advice for us?

Regards,

Jordan.

[Matt123]

Hello,

Etihad refused to budge. They ended up ragging us for the cancellation fee. I will never fly with those thieving f**kbags in my life, or with Air Berlin. Sorry I can't be more helpful. It's a dirty scam, I'm afraid.

I sent letters, sent emails, went on this page and the Facebook etc, phoned both airlines and approached them through all channels in Germany, the UK and at their central "help" addresses. They actually laughed down the phone a couple of times. It was a rip off, but we just had to put it down to experience and take the hit. I hope they go bust and their customer service staff all develop chronic Self-Fishfork-Up-The-An*s syndrome. Forever.

Good luck with your battle. Don't waste too much money calling them.

LG
M x

[Marc]

Hi Matt,

We have exactly the same problem. I can cry over it. No one seems to help. We are planning to book a new ticket. But after that legal action will follow. What eventually happened to your booking and vacation??????? Any luck???

greets,

Marc