Beware of DL.com Name changes
 

I realized something was wrong on Sunday when I checked in and did not get TSA Pre. After some research I found that DL.com added my middle name to my 1st Name so my name was 1st Name Middle Name Middle Name Last name. I got my reservations changed as the were all now wrong unchecked in and rechecked in and got Pre for Monday AM. 1 hour lost on the phone to DL DM and online support with no resolution. Fast forward to Tuesday and I went to book a flight. I noted just before I hit purchase that my name was 1st Name so my name was 1st Name Middle Name Middle Name Last name. Checked my profile and it was correct unlike Sunday. So it seems that DL.dumb has gotten dumber if that is even possible and has a field we cannot access with my wrong 1st name. I did not purchase the ticket as it would have change all my reservations. I called DL another hour and got to a great supervisor on online support who said, "Yes we have seen this about a week". Why did they not tell anyone and waste 2 hours of my time. So beware if you do not get Pre. check your name and check your name when you buy a ticket. I will post a resolution if I get one. :rolleyes:

I've been dealing with the same thing. 3 times now, my middle initial is being added to my first name while it also remains where it should be, resulting in 2 middle initials in a row. I've had agents correct it each time but for so e reason, it keeps happening.
So far, I've been able to get past TSA even though the name on my ticket doesn't match my ID.

If you do not book reservations online it will work once the agents fix it. Check carefully for your name when you book online and beat you will see it is broker there. Even using the long method to put your name it will not fix it. Talk to online support and tell them and get on the list to get this fixed.

Mods - This is the sixth or seventh thread over the past couple weeks dealing with the same issue. Might you consolidate them into a single thread with a heading that makes it clear that those who are experiencing the issue can find the answer easily within the consolidated thread?

http://www.flyertalk.com/forum/delta...ight=pre-check

http://www.flyertalk.com/forum/delta...ight=pre-check

http://www.flyertalk.com/forum/delta...ight=pre-check

OP - You can find the answer within the threads above. Call DL and have them change how your name is entered. Even when they insist it's not their fault (it is) or that your name is fine (it's not), push them to change how your name is entered. It fixed the problem for me and many others.

Also, always carefully check that your Secure Info is populated when you purchase the ticket. Sometimes one or more fields does not auto-populate or stick after you move your cursor out of the field and you will not be eligible for Pre-Check.

I'm not really sure this is the same issue, at least it's not for me - what is happening to me is that Delta's system some how keeps adding another middle initial to my name.
3 times so far. Every time I Was allowed to PreCheck. My secure flight info was correct, my boarding pass had an extra initial printed.
When I called Delta, every time they said that my FF account was showing my name incorrectly. They fixed it and then a few weeks later, it changed again. Never did my secure data get changed.

Exactly. I think this is different based on the other threads I had read. Hence why I posted. I believe the problem is that when you book another flight online (not phone) the system re-populates the wrong information in all reservations. That is what I determined yesterday and confirmed with online support supervisor. They said that this was a new bug (feature :td:)

It sounds like the EXACT situation I experienced.

After having them change my name from "BillyD Williams" to "Billy Dee Williams" they have just changed it back to "BillyD Williams." Before it was changed, I went through a couple weeks of no Pre-Check. (Maybe six or eight flights.) Once they changed it, I always got Pre-Check printed on the BP again. I just checked in for a flight for this evening, and Pre-Check has printed on the BP again.

Either whatever was happening was corrected by having them just go in a retype the name, or I may have missed that some of the Secure Info was missing on those tickets, which were purchased on the same day. I've been very careful to check all the Secure Info is there.

The difference I think here, is my name is correct in Security flight info and Secure flight info is getting repopulate by some place I have no access to nor does any DL agent so far. The ticket is populated with the wrong information and yet Secure flight stays correct.

My secure data has never changed and I have always gotten PreCheck. Just my FF name in DLs system so my name would change from John E Smith to John E E Smith

DL has recently ignored the fact that I have a middle name. I now have two first names. It's a southern thing and DL just can't help themselves.

Same here.

It was suggested that changing my legal name to what DL.dumb thinks it should be might be easier than a fix. :confused:

That was the same for me. From the beginning, I had PC, and only missed once in over 100 flights, up until a couple weeks ago when - WHAM - suddenly I didn't get the Pre-Check signal on my BP anymore and I had to go through regular security. This happened six or eight flights in a row. After forcing the issue with DL, they re-entered my name and now I'm back to always getting PC. It seems that is what has happened to the OP, too. There appears to be something in the DL system that we cannot see that changes. Having them go back in a re-enter the name seems to correct this mystery problem. Even now that it's switched back to the way the name was to begin with, I'm still getting PC.

I had about four flights where I didn't get pre-check. This was around the time that I noticed that the first and middle names were separated by a space in the first name field. I called DL and was told that the name in the security fields were correct (matching my ID and with first, middle and last) and that I shouldn't worry about it. I decided to let it go at this point.

I just took two flights where nothing had changed from above in my name fields but that I did get pre-check.

My hunch is that DL knows about the glitch in the names but they've adjusted so that it looks OK, matches the TSA files and doesn't mess up the pre-check. In other words, it just looks wrong to the psgr but looks alright to everyone else. Above all, I was able to complete the flights and go through pre-check as usual.

They know but every time I book a flight my name in pre check stays the same and is correct but the name on my ticket is not.

This has happened to me a ton, too. Switches back and forth, they fix it, it reverts.

I've seen it come up as F: Jennifer M: Jane L: Doe, F: Jennifer Jane M: L: Doe, F: Jennifer Jane M: Jane L: Doe, F: JenniferJane M: Jane L: Doe

Oh, and I've also had them move my Trusted Traveler number into the redress number.

Furthermore, one of my tickets was ticketed as JenniferJane Jane Doe, and I VDBed, so I can't use that one online for a ticket as the system doesn't recognize it as me. They can't fix it, either, I have to call to redeem. Meh.

As a web application developer, I'd be fired for this crap. It's inexcusable. :mad:

I also have the similar problem, my middle name was added to first name. So My full name becomes "first name middle name middle name last name", I can not fix it online, and the DL rep doesn't know what to do either.

I wonder how much it really matters?

On the secure flight data screen, my name shows up as (not my actual name): Jason Fernandez Jones. On my BPs, often it will print JasonFer Jones. But, because the right names are in the right boxes on the website and it matches my GOES data for GE and my GE card, I've not had any issues with PreCheck.

Perhaps one of the DL board contacts could address this issue for us since it is very evidently a DL issue and the TSA/CBP people will tell you to address it with the airline if it doesn't match your trusted traveler name.

Delta explained to me that there is no place in the actual reservation system for a middle name because the reservation system is pre the days that passengers used middle names for travel (this seemed odd because I thought they just went to a new reservation system). This leads to middle names ending up all over the place depending on who enters the reservation - travel agent, delta agent, delta system that pulls from internet reservations etc. Your reservation somehow pulls into a passenger record which is what you see and what is sent to tsa for pretravel. In theory if your profile is correct IT somehow makes sure your passenger record matches your profile and gets your middle name in the correct place. This does not always happen but you can go in to each reservation and check and correct if it is not where it needs to be. What your boarding pass reads (ie where and how you middle name appears) makes no difference for TSA pre it is all about what is entered in your passenger record

Not sure this is true but this is how it was explained to me an old reservation system with a new interface which don't always work together. Most important thing I got was go i on each reservation and check the passenger profile at least 72 hrs prior to your flight especially if you make reservations multiple ways

I was told by a person in the DL IT department that all coding in their system was FIRSTSECOND LAST with no space between FIRST and SECOND. Just the way it is.

Folks it is not the profile but the ticket not matching the profile where I am and others are having problems. My profile is correct. The ticket is not

Me too. I've never gotten pre check and I'm pretty sure it is because of this. I fly out of two airports almost exclusively as a commute which don't need pre check so I haven't pushed the issue too much but it's frustrating when I do actually need it.

My useless response from DL
 

Dear Mr. XXXXXX,

Thank you for your additional e-mail.

SkyMiles members with at least one saved payment type in the profile are
offered a PURCHASE NOW area on STEP 2: TRIP SUMMARY. This section is displayed
beneath the selected flight(s).
Middle name is listed correctly on the SkyMiles account and is listed
correctly in the SFPD saved to profile, but the middle name is duplicated in
this portion of the booking path.

We have been informed this is a display issue only. If you proceed with
issuing your ticket, the ticket will be issued correctly. If you do not wish
to proceed with your booking on delta.com due to this issue, you should be
assisted over the phone by online customer support desk and they should waive
the direct ticketing charge.

I apologize that you had to make numerous calls and spend extra time dealing
with this situation. I have forwarded your comments to the appropriate
management team for internal review to assist in the training of our agents.

Thank you for your support as a Medallion member and for trusting your
business to us. Be assured, we will make every attempt to serve you well; we
are focused on the future and look forward to our continued business
relationship.



And my reply

This is not correct. I booked a ticket and canceled it. The name on the ticket
was XXXX X1 X1 ABCXXXX. It changed all my reservations and they had to
be manual changed back. DL has a problem so I do not believe the below. You try it yourself if you do not believe me.

Sorry you got bad information. I think it is time to talk. My number is
below.

This was the point I was trying to make. I think our profiles are likely all correct as I'm confident most of us can get our names into the correct boxes on the travel information screen. Like you, my name is correct on my profile yet my ticket NEVER matches because DL pushes my first and middle names together, it's also NEVER affected my TSA Pre-Check status. Maybe GE plays by a different set of rules?!?

Sorry I misunderstood. I guess I have to call for flights from now on. I will not book online as I do not trust the system and DL will not help or admit the issue.

In this way, DL is just like a substance abuser...usually everyone else knows they have a problem before they do and they are the last ones to recognize and own it!

:D Thanks. Very funny. and true

Putting GE aside. I've never had it and been Pre-Check eligible since the start.

Like several people who have posted, my name was correct on my profile and my ticket NEVER matched because DL pushes my first and middle names together. Up until suddenly a couple weeks ago, it also NEVER affected my TSA Pre-Check status.

Then...

Like many others have experienced, suddenly it stopped working. I had made no changes, purchased the tickets as I always did, and believe my data was completed correctly. (A coworker thinks that was the issue, but I don't.)

DL had to go in and fiddle around with my name. Once that was done, it started to work again.

I was in the same position as you: thinking others must have done something wrong and not understanding how the system stopped working correctly for those people. Then, out of nowhere, it happened to me, so now I understand what those people were talking about.

I did nothing different than I had done for hundreds of flights for which I got Pre-Check. Suddenly, I was no longer Pre-Check eligible for any flights. It didn't print out my boarding pass, nor did I get three beeps. Obviously, something happened on the DL side where my name, even though it looked the same as it always had on the site, took on some characteristic which made me inelegible.

If it hasn't happened to you yet, it's likely going to happen at some point. It's happened to enough people that it's obviously some flaw in the DL programing. Getting DL to re-enter your name into the Secure Data system seems to be the fix, even when the name reverts to exactly how it appeared before. It seems every week or so a new thread pops up here with a mystified OP who thinks he/she is the first one to ever have this happen.

The issues people have with GE and trusted traveler numbers is completely different from the issue concerning those of us who, like you, had no issues and no changes yet suddenly saw our Pre-Check eligibility disappear.

Its been happening for much longer than a week. I booked a VA award in Feb on dl.com and had my first and middle name concatenated as well. I had to call VA to fix it.