TL;DR: Booked a trip through Chase Travel involving Alaska Airlines and Icelandair. Paid to add a lap infant, but the infant's data is glitched in Icelandair's system. All three parties (Chase, Alaska, Icelandair) are blaming each other and refusing to fix it. Looking for advice on how to break the cycle before my trip.
The Situation
I booked a flight through Chase Travel. The itinerary involves two legs:
- Leg 1 (Domestic): Operated by Alaska Airlines (which is also the ticketing airline/stock).
- Leg 2 (International): Operated by Icelandair.
I called Chase Travel to add a lap infant to the reservation and paid the required taxes/fees. However, a major data mapping error occurred between the systems.
The Glitch
Alaska Airlines (the ticketing airline) shows the infant correctly on the ticket. However, Icelandair (the international carrier) does not show the infant as a passenger.
Instead, Icelandair's system shoved the infant's name and ticket number into my passport information field under my adult passenger profile. Because of this glitch, my baby is not officially listed as a passenger on the international leg, which is a massive boarding risk.
The Finger-Pointing Loop
I have spent hours on the phone over several days, and no one will take ownership of the data correction:
- Chase Travel: Claims the infant is booked for both legs and that the airlines should see it. When pushed, they created a "back-office ticket" to email Icelandair, but won't guarantee a timeline for a fix.
- Alaska Airlines (Ticketing Carrier): Confirms the infant is on the whole ticket. Because it's a third-party booking, they initially told me to call Chase. Later, they claimed Icelandair must be the one to manually add the infant.
- Icelandair (Operating Carrier): Acknowledges they can see the data anomaly (the infant's info mashed into my passport field), but they refuse to touch the reservation because it was issued on Alaska Airlines ticket stock. They are telling me to go back to Alaska or Chase.
My Questions for the Community
- Has anyone experienced this specific "data mapping" glitch where a lap infant's info gets stuck in an adult's passport field on an interline booking?
- Who actually owns this ticket right now? How do I force one of these three entities to take responsibility and fix the coding error?
- If Chase's "back-office email" doesn't work, what is my escalation path here? DOT complaint? Reaching out to a specific executive contact?
- If I show up to the airport early, can the Alaska Airlines ticketing desk fix an interline/partner lap infant ticket on the day of travel, or will we be denied boarding for the Icelandair leg?
Any advice from travel agents, airline employees, or parents who have survived this specific flavor of interline ticketing hell would be massively appreciated!