British Airways (operated by Comair) and kulula.com have released updates regarding their name change refund request policy.
Both airlines say they have seen an increase in refund requests due to incorrect names on issued tickets and, as such, will no longer offer full refunds. All refunds will now be in accordance with the applicable fare rules.
Tickets will be accepted without needing to be re-issued, provided the booking is endorsed with the name correction in the following cases:
- Spelling changes/error corrections up to a maximum of three letters in total (discretion to be used where it is evident that it is the same customer)
- Changes to the last name due to marriage/ divorce (proof must be supplied)
- Changes to prefixes
- Interchanging last name and first name
- Tickets issued in the passenger’s second name
- Nickname where the initial stays the same as the ID document will be accepted
Both airlines have urged agents to have a copy of the customer’s ID or passport before making a reservation and ensure that names are spelt correctly.
For more information, agents are to contact their Comair Account Manager.
