Lesson Learned the Hard Way re: Booking a Flight Through an Aggregator (Sorry, long.)

After several hours of trying to get this straightened out by telephone and by chat, I was given a BA email address to use and told to provide my booking numbers and proof of payment. I have now done this multiple times. I have submitted screenshots of the Visa transactions from the bank website. I have submitted the receipts I received from Brussels Airlines when I originally purchased the upgrade. I have submitted the original Booking.com confirmation screen, showing that my name was entered correctly when I first booked. I have submitted a printout from the Brussels Airlines website, showing the original booking reference number and my name listed as Jane M Doe instead of Jane Mary Doe.

The original responses I received questioned my payment and questioned whether Jane M Doe and Jane Mary Doe were the same person. Since submitting the requested documents, plus more, the responses I have received include:

“Upon reviewing the bookings, we found that the upgrade was done on booking references C—— and B——, belonging to passengers Doe/Jane M and Doe/John James, respectively. The upgrade was not done on booking reference 7——.
 
Please note that booking 7—— was issued by the travel agency with the correct passenger's name, instead of correcting the name in booking C——.
 
Unfortunately, ancillary services such as upgrades are non-refundable and non-transferable as per the Brussels Airlines policy. Therefore, we are unable to assist with rearranging or refunding the upgrade purchased for booking C——”

and

“Unfortunately, the services are non-refundable and non-transferable. Therefore, we are unable to provide a refund for the upgrade, as it is non-refundable. As you mentioned, the original booking was made through a travel agency, and to correct the name, a new booking was created through the agency.”

I am the same passenger travelling on the same flight, on the same date, at the same time, with the same departure and arrival airports. I am not asking for my upgrade to be transferred to a different person or a different flight at all. Nor am I requesting a refund of the >$700 I paid for the upgrade. All I am asking for is that I receive the upgrade I purchased and lost through no fault of my own.

Furthermore, the airline is either refusing to talk to Booking.com or denying the upgrade when Booking has requested it. (I have gone round and round with Booking, as well, as it took me several tries to get them to understand what the issue was.)

I am now sitting in a different cabin than my husband on the Kigali to Brussels flight. I am potentially sitting with a stranger, which causes me anxiety, and I definitely won’t be able to sleep under those circumstances.

To date, I have spent over $100 in telephone charges, over 20 hours in time, and many more hours in lost sleep, in addition to the $$$ I originally paid for the upgrade, and I have still been unable to resolve the issue I did not cause.

Oh, and if I decide to suck it up, take the financial loss, and purchase the upgrade again? It has now doubled in price, which means it would end up costing me triple what I was willing to spend. If my husband gives up his upgrade so we can sit together in Premium Economy, we lose the $$$ we paid for his upgrade, too.

So, the lesson is, do not book through aggregators. I thought Booking would be a relatively safe option. I was wrong. But I’m also disgusted that Brussels Airlines is being so inflexible and unfair about the situation.

Sigh.

I am so sorry this has happened to you. Thank you for taking the time to share your story so that others may learn from your experience. I hope the rest of your trip is absolutely wonderful!

BB,
Perhaps, once you're in person at the airport, you may have more joy with a face to face interaction with a Brussels Airline representative.

I, too, certainly hope that you have a wonderful trip, even though this part has been bumpy.

~Mitzi

Oh. My. Word. I have nothing to add or advise but just wanted to send you some support. What a total PIA. I'm sure, however, that your experience with the gorillas will help you forget this stupid hassle.

Thanks for sharing, especially as someone who is an experienced traveler!

Sorry this happened to you but chalk it up to a lesson learned.

Too bad you didn't come here first. You would have been fine with just your middle initial. Many countries don't even use middle names.

My passport has my middle name. Some airlines put it in the booking. Some don't. I've never had a problem. As long as your first and last name match exactly, you're fine.

First of all, having a middle initial instead of your middle name was probably a non-issue in reality. So sorry it started you down this path.

I can see why this series of misfortunes took place. Booking.com didn’t know you had paid for upgrades and you had no idea that their idea of a name change would be to cancel your reservation and make a new one causing you to lose your seats you had paid for.

The airlines are simply following their policies so I don’t blame them. It is just too bad that your long anticipated trip is having such a rough start! Rwanda is a beautiful country and I know you will enjoy your time there.

What a nightmare! I would go to booking.com's Facebook page and post there what you posted here.

BB, I'm sorry it's all such a muddle. Thanks for sharing your story as a reminder to all of to keep the middle man out of the process whenever possible.

Really, Frank II and Carol? OMG. I've always been under the impression that the names had to match exactly. Yes, it is too bad I didn't post here, but at the time, I had no idea of the problems the correction would cause. And when I initially contacted BA and Booking, nobody said that it would be fine to leave my name as is. :(

Thanks for the support everyone. After 2 weeks of dealing with this, I really needed to vent and to show people what can happen when not booking directly.

Estimated Prophet, posting on Booking's Facebook page is a good suggestion. I haven't given up yet. I also plan to submit a complaint with the Canadian Transportation Agency, but they require waiting 30 days for the airline to resolve the issue. I can also open a dispute with Visa for the payment, but even if they see fit to refund my payment, I'd still be travelling in a different cabin than my husband and probably sitting with a stranger. Still it would be better than accepting a total loss.

I've also submitted an enquiry with the Europe Direct Contact Centre. Their reply states:

"Under EU law, standard contract terms used by traders have to be
fair. This doesn't change if they're called ‘terms and conditions’ or
are part of a detailed contract that you actually have to sign. The
contract is not allowed to create an imbalance between your rights and
obligations as a consumer and the rights and obligations of sellers
and suppliers.

Contract terms must be written in plain, understandable language. Any
ambiguities will be interpreted in your favour.

In addition to the general requirement of ‘good faith’ and ‘balance’,
EU rules contain a list of specific terms that may be judged unfair.
If specific terms in a contract are unfair, they are not binding on
you and the trader may not rely on them.

You can find further information here:
https://europa.eu/youreurope/citizens/consumers/unfair-treatment/unfair-contract-terms/index_en.htm
"

So, I'm prepared to pursue a complaint through them, also, and hope that they deem, as I do, BA's considering my situation a "transfer" unfair, under the circumstances.

So, I'm down, but I'm not out yet.

You were right that the first and last names need to be exact. My dear sister-in-law had to purchase a new ticket because her husband used her nickname rather than her legal name when booking the ticket.

It's just the middle name that doesn't seem to matter. It can be missing or you can use an initial and it is a nonissue.

It's so frustrating that neither the Brussels Airlines agent nor the Booking.com agent I initially contacted after discovering that my middle name had been shortened told me that I would still be allowed to board my flights. You'd think they'd know that, if that's the case.

You'd think they'd know that, if that's the case.

They are probably working from their living room with very little training. They know how to book things and not necessarily the rules.

Just to add that the middle name hasn’t mattered when I’ve travelled. Sometimes it’s on the ticket and sometimes it’s not. It is on my passport and at one point when there was a difference I asked someone at the airline I was travelling on and they said middle names are ignored. So even though I was relieved on that occasion I feel better when they match.
I understand your frustration.

BB,I am so sorry that you had all this pain, but I am another one to testify that I always travel (that is, my tickets say) "Kimberly A Smith" (whatever my real name is 😉) while my passport of course says Kimberly Anne Smith.

I have never thought about it or had any trouble.

If my ticket said "Kimberly Z Smith," then I would have a reason to get worried!

I am so sorry for the costs in time, money and stress this is causing you. I hope it will end up getting resolved in your favor

Hello BB

I can identify with your frustration and exhaustion because I have been in a similar situation, not the same but similar.

But before I continue with that, I want to mention booking.com.

I have used booking to book hotels for many times over a period of years with good results. Other members on forum also recommend booking but some other members have had bad experiences using booking to book lodging.

After reading your post, I did some research on booking. I was frightened by some of the very bad experiences persons have had with booking. It almost sounded like a scam site, But continuing on, I found a review site that explained booking had. a good record if you book hotels only. But should you have difficulty with your booking, customer service is very poor and refunds are very slow in coming. However the majority of travelers booking hotels through booking have good experiences.

That being said, booking has a poor record when it comes to booking anything else but hotels. It was recommended that travelers not use booking for air.

It seems that by branching out, booking has bit off more than they can chew.

Moving on, I went to Japan last fall flying American. I had to rebook my flight and went to aa.com not realizing I was on a. fraudster site. When I called, I was calling a crook. To make a very long story short, I got bilked out of $759 although I eventually was able to recover $450.00

The confusion, frustration and exhaustion was overwhelming. I did not even understand what happened. I spent hours on the phone, so many that I lost my voice, and it went on for weeks.

In the end, I was out a little over $300 but the flights went well.

I was on the forum all the time that this bilking was occurring . It was in real time.

Also my plane ticket did not have my middle name and forum assured me that it was ok which it was. Worked without problem.

I am giving you the Reader's Digest of the Reader's Digest version of what happened. There were times when I was on the phone for about 9 hours. My emails with Citi and other businesse went on for months. Citi awarded the fraudsters the just over $300 that I was trying to get back, even though it was obvious the merchant was a fraudster, because I had accepted services.

So as said, I can feel what you are experiencing because I have been there.

I would love if you would keep forum updated about how the story continues and ends. Hope that it has a happy ending. And that you will write a Trip report which I would love to read.

Not many members on this forum have written a Trip Report about visiting gorillas in Rwanda.

,

I'm sorry as well that you've had a snag to your planned adventure! Hope an enjoyable time in Rwanda helps ease the frustration. One comment?

I am potentially sitting with a stranger, which causes me anxiety, and
I definitely won’t be able to sleep under those circumstances.

If the matter is unable to be resolved otherwise, please try not to worry about an unknown seat mate? Many posters in this forum are single, go without spouses who don't enjoy travel, travel alone for work, etc. and do just fine sitting beside people they don't know. I've done so myself.

As the saying goes, "Strangers are just friends you haven't met yet." I'd hate to see this one bump in the plan ruin your trip! :O)

I'm so sorry about what happened, BB. That must have been such a frustrating experience.

I do agree with Carol not retired. and Frank II in that the middle name doesn't matter. My middle name is constantly linked with my first name or sometimes misspelled and I have no idea why. It's listed out in full on my passport but is often incorrect on my ticket. However, I have never had a problem with it.

bostonphil, I think I remember seeing something about your situation. So frustrating! It's the going around in circles and waiting while the concern is "escalated" only to end up getting a response that has nothing to do with the situation (over and over) that is wearing me down.

Kate. Yes, I know people travel alone and are fine. I did so, myself, on a trip to Berlin in September. My seatmate was perfectly nice, BUT I was not comfortable or relaxed enough sitting next to a stranger to sleep much. I had a sleeping pod booked at the airport in Berlin, so I was able to catch up while waiting for check-in time, so that worked out. But in this case, the flight in question is an even longer flight, and it's a much longer trip altogether (21 hours, not including time at the airports before take off and after landing). I'm also on the spectrum and have anxiety, including social anxiety. So for me, being in close proximity to a stranger for such a long time, especially overnight, is very challenging and uncomfortable.

My anxiety is what leads me to needing to have all my Is dotted and Ts crossed well in advance, too, or else I will fret about it. Sigh.

I know it will be a great trip, but right now, instead of enjoying the planning process, I'm anxious.

I'm also on the spectrum and have anxiety, including social anxiety.
So for me, being in close proximity to a stranger for such a long
time, especially overnight, is very challenging and uncomfortable.

Oh dear. Thank you for sharing that info, and I can see why you're feeling anxious. Crossing fingers that there's a way found forward for you to be with your spouse. Keep us posted? :O(

BB, if you can't get a resolution before your flight, could you just trade seats with your husband so you'll have more privacy? Let the flight attendant know on boarding and it shouldn't be an issue.

BTW, the CBP agent at my Global Entry interview said the name on my ticket must match the passport exactly. So I'm not surprised that both booking.com and the Brussels Airlines phone agent weren't aware that the middle name was not an issue.

Thanks, jeanm. I thought about that possibility, but I wouldn't want to pin all my hopes on a flight attendant allowing the switch at the last minute. Brussels Airlines seems pretty rigid.

BB, I don't have any advice, just want to say thanks for sharing your experience. I too, recently did something dumb. I googled Aegean airlines to book a flight, but didn't realize till too late that I was on a site called Flight Network, what the heck? I got through the whole booking to the payment page and thats when I realized my error. Unfortunately, it was too late the booking had gone through. So I texted them immediately and told them it was a mistake. Oh they would refund me, less $87 dollars! Now, I thought you always had 24 hours to cancel a flight, but apparently not on this site. So, they refunded me less the $87 and I disputed the rest with my CC company. Lesson learned to pay attention to what website you are on. Guess I didn't have enough coffee that morning.

Tammy, I think the 24 hours didn't apply because you didn't book with the carrier. The "travel agency" you used can charge a fee. Sorry you got taken. Google searches certainly aren't helping anyone anymore with all the sponsored ads.

I thought you always had 24 hours to cancel a flight

Does not apply unless

1. Flight originates or terminates in the US

2, An airline website is used

Tammy

Did your CC company rule in your favor because mine did not.

I was on a. fraudster aa.com site and got bilked out of $759. The merchant did refund $450 but I opened a ticket with Citi for the remaining balance . They ruled in favor of the merchant because I had accepted services so I ended up out over $300.

My problem was that it was in the middle of the night and I had not yet gone to sleep.

So lesson learned is do not book travel when you have not had any sleep

jeanm

I was told or had read more than one time that the name on your ticket must match the name on your passport.

American printed my ticket without my middle name and I could not get them to change it.

Forum told me that it would not be any problem and forum was right. I had no problem at all.