Unacceptable - AA charges $150 to change last name on ticket after marriage
Just encountered this unacceptable fact with an AA phone agent when trying to change my last name on a ticket after a recent marriage. Of course I have identification in both my former name and last name, but I was not told until after the agent had changed my last name on the ticket that "please give me the confirmation code on my credit card." When I asked why, she said, "because the fee for changing your name is $150."
It took me another call and 30 extra minutes for them to change my name back on the ticket so that I wouldn't be charged (instead of, you know, waiving this charge)
What type of lowlife policy is this? Someone gets married, it's the same person, and they impose a $150 penalty on each reservation for this?
I am really surprised that could even change your name. AFAIK any name is not possible.
Correct, SABRE and Amadeus are both very sensitive with name-matching (for a regular reservation agent), and after you change the name in the PNR, the ticket must be exchanged. In simple terms, ticket exchange = change fee. SABRE does have the functionality to alter the name on both the PNR and ETKT in the same command, but it requires a specific permission (which is the 'ALTNAM' keyword in SABRE-speak) that only a supervisor or help desk agent would possess. In these cases you should immediately ask for a supervisor as there's nothing a res agent can do.
Apollo is the only system I've seen that will allow a res agent to change a name in a PNR, and a check-in agent can override and manually enter and select whatever E-ticket record to associate at check-in.
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Changing a ticket costs $150, marriage has nothing to do with it. Ticket change fees are clearly posted on aa.com and in the ticketing rules. If you bought a full fare ticket you could have had it refunded and bought it with the new name.
I do not see what the issue is. AA told you in the ticketing rules that changes were $150. You wanted a change it costs $150.
I am often suprised at the harshness of some poster's opinions on these matters. Surely most would not consider updating a ticket to the pax now legal name to be a "change"- it is the same pax, flying the same itinerary on the same date. I think most would imagine a change to be a change of flight, destination or date.
So, yes-- I think AA was stupid to alienate a customer over this and it isn't unreasonable for the op to be annoyed.
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My daughter (gold status) had a similar situation with a very different result.
Recently married, ticket in maiden name....but NO identification on her that showed her maiden name (she was on a return trip home and she had already changed her name on her AA account). AA made the change and did not charge her the change fee. She was quite relieved and grateful. Kudos to AA.
I am often suprised at the harshness of some poster's opinions on these matters. Surely most would not consider updating a ticket to the pax now legal name to be a "change"- it is the same pax, flying the same itinerary on the same date. I think most would imagine a change to be a change of flight, destination or date.
So, yes-- I think AA was stupid to alienate a customer over this and it isn't unreasonable for the op to be annoyed.
Why is it now popular to class accurate responses to posts as being harsh?
I find it hard to believe that wanting to CHANGE the name on a booking is anything other than a CHANGE .
I also find it surprising that people would make a booking in a name other than the name which appears on the appropriate identification. The OP indicates that they do have identification in their maiden name so the issue seems to be a rant with no substance
"Why is it now popular to class accurate responses to posts as being harsh?"
Because the responses ARE harsh! It is ridiculous to think that there is any rational excuse to charge someone $150 to change their name on a ticket because they got married. Should the person have postponed their wedding?
Some posters on this board are automatically negative toward anyone making a complaint about American. It really gets tiresome.
"Why is it now popular to class accurate responses to posts as being harsh?"
Because the responses ARE harsh! It is ridiculous to think that there is any rational excuse to charge someone $150 to change their name on a ticket because they got married. Should the person have postponed their wedding?
Some posters on this board are automatically negative toward anyone making a complaint about American. It really gets tiresome.
No, it's just that recent influx of posts whining that AA is sticking to their guns and are not granting "waivers and favors" is tiring at best.
