Unexpected Holiday Costs Spark Customer Frustration
When the excitement of a surprise holiday gift turns into a financial burden, it can lead to frustration and confusion. Such was the case for Enni, a reader who recently purchased a package trip through Tui as a special surprise for a loved one. Unfortunately, a simple oversight in reserving the traveler’s name led to an avalanche of unexpected costs.
Enni, who has chosen to remain anonymous due to the ongoing nature of the situation, revealed that he had accidentally omitted part of the passenger’s first name during the booking process. Concerned about the impact of this lapse, he promptly contacted Tui to confirm whether the incomplete name would suffice. To his dismay, he learned that a name change would be required, with the associated costs ranging from an alarming €200 to €600.
“I was left waiting for clarity on how this would unfold,” Enni recounted, expressing his growing unease.
Just One Name Should Do
However, upon further investigation, Enni discovered pertinent information on the website of Turkish Airlines, which operates the scheduled flights. According to the airline’s guidelines, travelers only need to display one first name on their tickets, not necessarily what appears on their passports.
“The website clearly states that one first name is sufficient, yet by the time I made this discovery, Tui had already been informed that a complete ticket renewal was necessary,” Enni reflected.
In his attempts to clarify the situation, Enni reached out to Turkish Airlines directly. Despite being informed that he could change the name on the ticket free of charge, his efforts were stymied because the booking was made through a tour operator. Additionally, the airline confirmed that tickets beginning with the number 235, like his, could be altered at no cost.
“After that conversation, I reached out to Tui multiple times, emphasizing that the name change wouldn’t incur any charges,” Enni shared. Unfortunately, days turned to weeks without resolution.
“It was only later that Tui contacted me again with shocking news: I’d be charged €1,076 for a name change because a completely new ticket needed to be issued. They gave me barely an hour to accept this steep charge, explaining that it would have cost nothing just two weeks prior,” he said, exasperated.
This unexpected €1,076 increase amounted to nearly a 50% hike in the total cost of the trip—a far cry from the initial estimate of €200 to €600 provided by Tui.
Enni continued to voice his concerns to Tui, but his efforts to connect with the company were met with silence. “I reached out to both the managing director and the communications director, yet received no answers. Eventually, I was informed that my complaint could be registered online, which I proceeded to do. It feels unreasonable to be billed over €1,000 for something that should have been addressed without charge,” he expressed.
Awaiting a Resolution
As Enni awaits a response from Tui regarding his complaint, he has also contacted consumer protection services for guidance. Despite acknowledging his initial error in the booking, he remains troubled by what he perceives as exploitation.
“It feels like they’re taking advantage of the situation,” he concluded.
A Word from Tui
In a response to the ongoing situation, Laura Aaltonen, Tui Finland’s communications manager, stated she was unaware of Enni’s specific case but noted that name corrections typically involve charges determined by the airline’s policies.
“The amount incurred for correcting a name can vary based on multiple factors, including the type of ticket, timing of the change, and whether the airline permits alterations,” Aaltonen explained.
She emphasized Tui’s commitment to customer satisfaction and the importance of accurately spelling names during the booking process—a cautionary reminder for travelers everywhere.