CB Travel Agencies and Tour Operators Booking.com Wrong name on ticket, no help to fix it

Booking.com review: Wrong name on ticket, no help to fix it

Jen Moss of Vancouver, CA

Aug 16, 2025 11:56 am EDT

Verified customer

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I have used Booking.com previously but I will never do it again. Here's why: My daughter is moving from Vancouver to Montreal at the end of August for school. I booked several airline tickets to Montreal (for me, my husband, and my daughter) through Booking.com — and they accidentally put the wrong name on my daughter's ticket [redacted]... "A simple mistake, no big deal" I thought... WRONG!. On July 26th - 2025 — I called the airline (Porter)'s so-called "customer service" line, to ask them to change it and was told, "Sorry we can't — you have to go through booking.com" customer service. Not helpful — but fine, I followed instructions. After several tussles with an inept Booking.com "customer service" chatbot, several hours of my life wasted on the phone to your AI "customer service agent," being asked to send my daughter's passport details to some other random agency called GotoGate (with no sense of whether it was even safe to do so), and a considerable amount of sleuthing trhough Reddit pages, I finally found a tricky workaround to get through to a human being. Basically, I had to pretend to be a travel agent to get through to anyone human at Booking.com. They finally "escalated" my problem to Porter — which then totally ignored the request for several more days. As of August 16th, 2025 — I STILL have no resolution to my problem. I am worried we will go to the gate (we are supposed to fly Aug 25th) and not be able to use the ticket. My whole family is supposed to be flying to Montreal to relocate my daughter for school. It's already a stressful time. We need to know that we will get her (and all her luggage) on a plane. At this point, the whole thing has cost me time and money, away from my own work. The connection between Porter Airlines and Booking.com is BROKEN and needs to be FIXED. If you are going to remove human beings from the customer service equation — you better make sure those technologies talk to one another. If not — Booking.com's claim on their website that you can "contact customer service" to resolve "ticketing name changes" is patently FALSE. I would like someone to follow up with me about this. I feel I am owed an explanation and some restitution. I inquired whether it was simpler to just get a refund and re-book — and was told "no". So I waited patiently for a long time. I am not officially out of patience — and likely unable to book a different ticket as another airline in Canada (Air Canada) is on strike — so it is hard to book flights right now.

Claimed loss: several hours of my time during a busy work week, plus potentially the cost of 3 airline tickets (470 each)

Desired outcome: 1) Fly my whole family first-class to Montreal. 2) Restitution for my time (and potentially my ticket cost), 3) explanation, 4) just for this problem to be FIXED.

Confidential Information Hidden: This section contains confidential information visible to verified Booking.com representatives only. If you are affiliated with Booking.com, please claim your business to access these details.

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Oct 16, 2025
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