A family of nine have been left '£10,000 out of pocket' after not being allowed to board the flight to Orlando because of a mix-up with their names. The family were made aware of a mix-up when they tried to pick up their tickets and had to buy a whole new set.
Because the family booked their flights on Trip.com, Aer Lingus says it cannot make changes to bookings made via a third party, and Tina Cribb has so far failed to secure a refund, the Mirror reports.
The family had turned up at the airport several hours ahead of their flight to Florida. Three and a half hours before take-off they went to the check-in desk to get their tickets.
They then discovered that their first names were mixed up with their surnames, meaning they didn't match their passports. Tina said the family spent hours frantically trying to correct the problem.
The 56-year-old claims they were unable to speak to the booking department at Trip.com - where they bought the tickets - because it was closed. An email sent from Trip.com to the family shows their forenames listed before their surnames, leading Tina to believe that they had entered their details correctly.
According to Julia Lo Bue-Said, CEO of independent travel agents Advantage Travel Partnership, said: "It's a bit like a spelling mistake, but your passport and ticket have to match. If there is a mistake it's down to the airline's discretion.
"It seems very very unfair doesn't it? These are not random names. It does unreasonable, but the rules are it's down to the airline."
A spokesperson for Aer LIngus said: "We’re sorry to learn of Ms Cribb’s experience. Unfortunately, we are not able to make changes to bookings made via third parties such as Trip.com.
"While we do allow names on bookings made directly with Aer Lingus, terms and conditions may vary between online travel agents. In order to be accepted for travel the name on a booking must match that of the passport."
Trip.com was contacted for comment.
