Charged double what their website states for removal of middle name - any recourse?
I booked a return international trip for two non-immediate family members. I learned today that one of them doesn't have their middle name on their passport even though it's on his other IDs.
Flair's website wanted $256 to change it.
Flair's phone system's AI said it can't be done online, it must be done on the phone for $120 + a $25 customer service fee.
The representative charged me $302.50. He said their AI is wrong. I gave him the link to their website that says it should be $125-$164 and then he said well, that's per segment. I said read the third paragraph where it says it used to be charged per segment but now it's charged per reservation.
He said it didn't matter. I asked to speak to a supervisor and he said there is no way to connect me with one, he could only submit a request and I'd have to wait 48 hours. The outbound flight would be over by then. So we had to pay.
It can't be legal to violate their own written policies?
Is this something the Canadian Transportation Agency’s air travel complaint resolution office can help with?
I don't want to cause any issues for the actual flight as they are traveling to visit someone who is terminally ill and the visit is very time sensitive, but I also don't want Flair to get away with treating people like this.
Clearly Flair doesn't care, and I knew that going in, but these were already very expensive pretty last minute tickets so this is salt in the wound, but it's also the principle of it. I didn't expect anything fancy or good customer service, but I expected written fare rules to be followed.