The way to figure out what happened is to have someone look at the full PNR. The complete history will be there that shows all interactions with the reservation. If the original booking shows the mistake the passenger probably entered the wrong name. Best advice is get an agent to review the PNR in detail..obviously one who knows what they are doing.

The PNR if the right entry is used will show every interaction made with the reservation. Good agents know how to pull this up. It seem unlikely it was a kiosk glitch ( which can happen) since agents were involved to pull up the reservation.