Family says it was forced to pay extra $6,000 for flights because of clerical error
A Montreal family is astonished and infuriated that they were forced to choose between paying thousands of dollars or ditching their kids for a European vacation over a clerical error on their tickets.
Genevieve Nadon says she bought 4 return flights via RBC back in February to visit Europe with her family, but when they arrived at the Montreal airport in July there was a problem with the tickets.
"My kids names were reversed, first name, last name," she says. "So it didn't match the passports."
Everything was spelled right, she hadn't noticed they were in the wrong order.
Nadon says neither the third party travel agent from the RBC website they booked with, Lufthansa or Air Canada were willing to change the names before the flight.
"I had to pay $3000 to even put my kids on the flight, otherwise nobody was leaving," she says. "They told us 'now you have 2 weeks to fix the return flight once you're in Europe.'"
After hours on the phone during their vacation trying to fix the error she says they wound up having to buy new flights back too while the other seats they bought sat empty.
"In all it cost me another $6000 just to be able to do my trip," she says.
Air Canada spokesperson Isabelle Arthur says they can't "arbitrarily change names on the bookings managed by a third party."
"The name on boarding cards MUST match the name on your ID, says Arthur. "This is mandatory, as the airline is subject to fines imposed by countries that receive the passenger if there is a discrepancy, and passengers are also subject to deportation if the receiving country chooses to not accept them."
Neither RBC nor Lufthansa have provided information about why the family was forced to buy new tickets rather than pay a penalty to change the names, though Air Canada spokesperson Isabelle Arthur says they are currently reviewing the file with their partner Lufthansa, and will be responding to the Muzzo family directly.